Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: I did what I was advised to do and that try and resolve the matter with the merchantWhich this is why time had passedAgain I feel because I tried to do my due diligence and resolve directly with merchant I am being penalized not to mention that the matter is in regards to food illnessThe concern with Netspend is the fact that when I originally called on the matter I was advised I could dispute regardless the time frameWhich this is informationI was further explained by the customer service team that they are not trained to provide any information about claimsMy question is then why would you allow them to open a claim giving the customers informationLike most card companies have a separate department that handles disputes this way they can properly advise the clientsBut the calls I received from your upper management and even the response note has proven to be just the same automaticNo one is accomplishing the many missteps from my claim up to management's teams horrible customer service everything has been automatic replies and no one doing any researchNetspend has prolonged and avoided the real issue which is you have a loyal customer who was wronged and charged for product that caused food illnessI even provided pictures of the food and noone accomplished that this is wrong.Regards, [redacted] The best thing I can be advised by your company is regardless what the merchant advises to still call and open a claimIf that is the case then why even bother calling the merchant Regards, Ruwimbo [redacted]
Tuesday, May 26, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she was charged late fees for her bills and overdraft fees She has contacted a lawyer due to the hardship she has gone through As we stated in our last response, Ms [redacted] ’s account was automatically blocked because there was no corresponding debit for the credited amounts with that specific merchant on April 29, Our Risk Management Department requested that the credits be reversed back to the merchant Target reversed the credits on May 6th and Ms [redacted] has complete access to the funds on her account She has been given our information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, December 01, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On November 7, 2016, Ms [redacted] contacted us to report an error with a pending transaction that occurred on her account According to Ms [redacted] , the transaction had been cancelled and she requested the funds to be released We released the pending transaction back into Ms [redacted] ’s available balance that same day, and informed her that the release was not a stop payment or cancellation of the transactionOn November 8, Ms [redacted] contacted our Customer Service Department because the transaction had been collected The representative she spoke with directed her to her online account center to open a dispute claim On November 28, 2016, Ms [redacted] contacted us to obtain a status of her dispute, but discovered a dispute claim was not opened We promptly opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E In response to her communication, we spoke to Ms [redacted] on December 1, and explained the dispute process We completed our investigation of Ms [redacted] ’s dispute claim and reimbursed her account for the full amount of the transaction As a courtesy, we also reimbursed the overdraft fees that she incurredWe apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit sent to her NetSpend cardShe’s requesting to know where her funds are Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] account on January 29, When Ms [redacted] attempted to activate a new card on January 21, 2016, a system block was placed on the account The direct deposit that arrived to the new account was returned to the sender on January 24th Ms [redacted] is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons We spoke with Ms [redacted] on January 28th and she informed us that her concern had been addressed NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the account blockWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: Hi I apologize netspend has not sent me any e-mails he talked to me once said something about the 26th but I was also lead to believe that he was going to try for quicker due to the promises and everything I was madeSo I reject his solution this is not what we talked about Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As the response explains from Netspend, their 45-day investigation resulted in no credit being issuedThey received bogus and fraudulent information from a company that does not existIn recourse to their initial findings, I mailed them indisputable proof that the information from the vendor was falsely producedI did not and will not respond to the calls they recently made to me (from this claim) because I've been advised by a third party to avoid any further direct communication with them Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] -***Mrs [redacted] - [redacted] mentions that her card was stolen and used for an unauthorized transactionShe’s requesting to be reimbursed for the card expedite fee, and for the unauthorized transaction On September 13, 2015, Mrs [redacted] -***’s card was charged $by Forever She called to report the card stolen and to dispute the transaction on September 16thWe ordered her a replacement card for regular 7-business day shipping at no cost, but Ms [redacted] - [redacted] requested to have the card expedited for a $feeThe merchant Forever credited Mrs [redacted] -***’s account for the disputed amount of $on September 17thNetSpend regrets any inconvenience that Mrs [redacted] - [redacted] experienced as a result of the unauthorized transactionWe’ve attempted to contact by telephone and email on September 25th, but have not had the opportunity to speak with herWe have provided Ms [redacted] - [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with activating his NetSpend card He’s still requesting a full refund for the purchase of the card On March 4, 2016, we spoke with Mr [redacted] and addressed his concerns He will receive a check for the balance on his card in ten business days from the date, March 7th NetSpend regrets the inconvenience that Mr [redacted] experienced with activating his cardWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Wednesday, May 3, To Whom It May Concern:Thank you for forwarding Mr [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on May 2, by way of telephone, and emailThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her card delivery and the service she received We appreciate Ms [redacted] additional comments Ms [redacted] received her replacement card on October 8, 2016, and was able to access her funds We understand Ms [redacted] concern regarding the delivery of her replacement card We do not control the procedures of the delivery company, but we will look into alternative services to avoid these situations in the future We apologize for the service that Ms [redacted] experienced with our Corporate Response Team We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided our contact information should he have any additional questions or concerns [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr***’s complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on January 8, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Friday, November 3, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on November 3, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account On February 06, Ms [redacted] purchased a Netspend Prepaid Card Account and activated it the next day During routine monitoring, we placed a temporary restriction on Ms [redacted] Card Account on April 13, because we detected suspicious activity In order to remove the restriction, we requested Ms [redacted] to provide us copies of her identification documents to verify her identityThe documents Ms [redacted] provided were insufficient to verify her identity A member from our Corporate Office reached out to Ms [redacted] on April We requested through email she send the required documents to remove the restriction on her account The same day, the documents were reviewed and the block was removed from Ms [redacted] Card Account Our records confirm Ms [redacted] was able to access her funds later that day Ms [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Monday, February 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn January 7, 2017, Ms [redacted] contacted us to report an overcharge that occurred on her Card Account by the merchant, Planet Fitness We immediately blocked her card to prevent further unauthorized useWe promptly opened dispute claim # [redacted] and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E We issued a provisional credit to Ms [redacted] Card Account on January 23, while we continued our investigation of her dispute claim The next update for claim # [redacted] will be available by the end of the business day on February On January 18, Ms [redacted] contacted our Customer Service Department to inform us that a second transaction from Planet Fitness had been charged to her Card Account The merchant was able to make the transaction through an ACH payment using Ms [redacted] account and routing information We opened claim # [redacted] and we also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On February 1, we closed the dispute claim because we had not received the necessary documentation to determine an error had occurredA member of our Corporate Office spoke with Ms [redacted] on February 16, and explained the difference between the disputes and the transaction types made by Planet Fitness Ms [redacted] reported a third over charge and a dispute claim # [redacted] was opened We informed Ms [redacted] of the investigation timeframe afforded under Regulation Eand emailed her the appropriate documents to report the error The next update will be provided by the end of the business day on March Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: THey did not correct issue or provide documentation as they are saying the card was years old issue not resolve and I will be seeking legal action as they took my money and all cards had same address Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on July 21, by way of email If a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company Tell us why here
To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint to us When investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an account We reviewed Mr [redacted] dispute claim and determined that it was handled appropriately We concluded Mr [redacted] ’s dispute claim on May 3, and no credit was issued because we received supporting documentation from the merchant involved in his dispute that validated the transaction We attempted to reach Mr [redacted] by phone and email on May and May 25, but unfortunately, we were unable to speak with himWe emailed Mr [redacted] on May 25, outlining the dispute resolution and the supporting documentation that was provided by the merchant Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I have spoken to them many times and have been told I will be receiving a check in the mailUntil I actually have the check in my hands I consider this matter to be un resolvedI will let Revdex.com know in the next days if I do in deed recieve a check but like I said until then its just the same ole response Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her account closureOn November 15, 2016, Ms [redacted] disputed eight transactions through the online account center as unauthorizedWe immediately blocked her temporary card to prevent additional unauthorized use of that cardMs [redacted] activated her personalized card that same dayWe opened a dispute claim number [redacted] and began our investigationWe issued her a provisional credit for the claim on November 30, so that she could have access to the funds while we continued our investigationOn December 7, Ms [redacted] disputed two transactions that occurred on her card / accountThe temporary card was blocked when she opened her dispute claim [redacted] We opened a second dispute claim [redacted] and began our investigationWe issued her a provisional credit for this claim on December so that she could have access to the funds while we continued our investigationOn December 21, Ms [redacted] disputed three PIN based transactions that were made using her personalized cardWe immediately blocked that card and ordered her a replacement cardWe opened dispute claim [redacted] and began our investigationMs [redacted] called us on December 23, 2016, to report three unauthorized transactions that occurred on the personalized card that was blocked previously when she opened claim [redacted] We opened dispute claim [redacted] and began our investigationDuring the investigation of Ms [redacted] ’ claims we identified several risk factors associated with her accountAS part of our standard Fraud Prevention process, on December 27, we made the decision to permanently close her accountWe are no longer able to offer her NetSpend servicesWe completed our investigation on Ms [redacted] ’ dispute claim [redacted] on January 4, 2017, and refunded the fees associated with her disputed transaction and the provisional credit was made permanentShe will receive check for remaining account balance within ten business daysOn January 06, we concluded our investigation of claim number [redacted] and no credits were issued because, based on a review of your account, card and usage history, we did not find that an error occurredThe PIN transactions being disputed are consistent with your previous account activity, such as the merchants shopped and their physical locationsAdditionally, our records show that the PIN was not changed prior to the period of unauthorized usage In response to this communication, our Disputes Management re-reviewed claim number [redacted] , on January 09, and determined that the investigation was handled appropriatelyWe have included a copy of the investigation documents with this responseWe also concluded our investigation of dispute claim [redacted] and [redacted] Based on a review of the account, card and usage history, we did not find that an error occurred for either claimThe PIN transactions being disputed are consistent with your previous account activity, such as the merchants shopped and their physical locationsAdditionally, our records show that the PIN was not changed prior to the period of unauthorized usageThe cash loads onto the account are consistent with the dollar amount of your dispute claimsThis indicates that the person using the card had inside knowledge of the accountMs [redacted] has been provided with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received additional comments in regards to complaint # filed with your office by [redacted] *** Ms [redacted] is concerned that she has been a victim of identity theft and would like additional details regarding how we obtained her information.On January 5, 2016, we contacted Ms [redacted] and apologized for any impolite service she received while attempting to obtain details from the card offer her son receivedMs [redacted] provided her son’s name in order to locate his account and we requested the source details regarding how is information was obtainedWe have since closed the account and removed his email address from marketing materialsOnce a response is received, we will be in direct contact with Ms [redacted] to share additional details with herNetSpend regrets any inconvenience our card offer may have caused Ms*** She has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: I did what I was advised to do and that try and resolve the matter with the merchantWhich this is why time had passedAgain I feel because I tried to do my due diligence and resolve directly with merchant I am being penalized not to mention that the matter is in regards to food illnessThe concern with Netspend is the fact that when I originally called on the matter I was advised I could dispute regardless the time frameWhich this is informationI was further explained by the customer service team that they are not trained to provide any information about claimsMy question is then why would you allow them to open a claim giving the customers informationLike most card companies have a separate department that handles disputes this way they can properly advise the clientsBut the calls I received from your upper management and even the response note has proven to be just the same automaticNo one is accomplishing the many missteps from my claim up to management's teams horrible customer service everything has been automatic replies and no one doing any researchNetspend has prolonged and avoided the real issue which is you have a loyal customer who was wronged and charged for product that caused food illnessI even provided pictures of the food and noone accomplished that this is wrong.Regards, [redacted] The best thing I can be advised by your company is regardless what the merchant advises to still call and open a claimIf that is the case then why even bother calling the merchant Regards, Ruwimbo [redacted]
Tuesday, May 26, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she was charged late fees for her bills and overdraft fees She has contacted a lawyer due to the hardship she has gone through As we stated in our last response, Ms [redacted] ’s account was automatically blocked because there was no corresponding debit for the credited amounts with that specific merchant on April 29, Our Risk Management Department requested that the credits be reversed back to the merchant Target reversed the credits on May 6th and Ms [redacted] has complete access to the funds on her account She has been given our information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, December 01, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On November 7, 2016, Ms [redacted] contacted us to report an error with a pending transaction that occurred on her account According to Ms [redacted] , the transaction had been cancelled and she requested the funds to be released We released the pending transaction back into Ms [redacted] ’s available balance that same day, and informed her that the release was not a stop payment or cancellation of the transactionOn November 8, Ms [redacted] contacted our Customer Service Department because the transaction had been collected The representative she spoke with directed her to her online account center to open a dispute claim On November 28, 2016, Ms [redacted] contacted us to obtain a status of her dispute, but discovered a dispute claim was not opened We promptly opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E In response to her communication, we spoke to Ms [redacted] on December 1, and explained the dispute process We completed our investigation of Ms [redacted] ’s dispute claim and reimbursed her account for the full amount of the transaction As a courtesy, we also reimbursed the overdraft fees that she incurredWe apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit sent to her NetSpend cardShe’s requesting to know where her funds are Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] account on January 29, When Ms [redacted] attempted to activate a new card on January 21, 2016, a system block was placed on the account The direct deposit that arrived to the new account was returned to the sender on January 24th Ms [redacted] is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons We spoke with Ms [redacted] on January 28th and she informed us that her concern had been addressed NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the account blockWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: Hi I apologize netspend has not sent me any e-mails he talked to me once said something about the 26th but I was also lead to believe that he was going to try for quicker due to the promises and everything I was madeSo I reject his solution this is not what we talked about Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As the response explains from Netspend, their 45-day investigation resulted in no credit being issuedThey received bogus and fraudulent information from a company that does not existIn recourse to their initial findings, I mailed them indisputable proof that the information from the vendor was falsely producedI did not and will not respond to the calls they recently made to me (from this claim) because I've been advised by a third party to avoid any further direct communication with them Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] -***Mrs [redacted] - [redacted] mentions that her card was stolen and used for an unauthorized transactionShe’s requesting to be reimbursed for the card expedite fee, and for the unauthorized transaction On September 13, 2015, Mrs [redacted] -***’s card was charged $by Forever She called to report the card stolen and to dispute the transaction on September 16thWe ordered her a replacement card for regular 7-business day shipping at no cost, but Ms [redacted] - [redacted] requested to have the card expedited for a $feeThe merchant Forever credited Mrs [redacted] -***’s account for the disputed amount of $on September 17thNetSpend regrets any inconvenience that Mrs [redacted] - [redacted] experienced as a result of the unauthorized transactionWe’ve attempted to contact by telephone and email on September 25th, but have not had the opportunity to speak with herWe have provided Ms [redacted] - [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with activating his NetSpend card He’s still requesting a full refund for the purchase of the card On March 4, 2016, we spoke with Mr [redacted] and addressed his concerns He will receive a check for the balance on his card in ten business days from the date, March 7th NetSpend regrets the inconvenience that Mr [redacted] experienced with activating his cardWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Wednesday, May 3, To Whom It May Concern:Thank you for forwarding Mr [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on May 2, by way of telephone, and emailThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her card delivery and the service she received We appreciate Ms [redacted] additional comments Ms [redacted] received her replacement card on October 8, 2016, and was able to access her funds We understand Ms [redacted] concern regarding the delivery of her replacement card We do not control the procedures of the delivery company, but we will look into alternative services to avoid these situations in the future We apologize for the service that Ms [redacted] experienced with our Corporate Response Team We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided our contact information should he have any additional questions or concerns [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr***’s complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on January 8, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Friday, November 3, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on November 3, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account On February 06, Ms [redacted] purchased a Netspend Prepaid Card Account and activated it the next day During routine monitoring, we placed a temporary restriction on Ms [redacted] Card Account on April 13, because we detected suspicious activity In order to remove the restriction, we requested Ms [redacted] to provide us copies of her identification documents to verify her identityThe documents Ms [redacted] provided were insufficient to verify her identity A member from our Corporate Office reached out to Ms [redacted] on April We requested through email she send the required documents to remove the restriction on her account The same day, the documents were reviewed and the block was removed from Ms [redacted] Card Account Our records confirm Ms [redacted] was able to access her funds later that day Ms [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Monday, February 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn January 7, 2017, Ms [redacted] contacted us to report an overcharge that occurred on her Card Account by the merchant, Planet Fitness We immediately blocked her card to prevent further unauthorized useWe promptly opened dispute claim # [redacted] and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E We issued a provisional credit to Ms [redacted] Card Account on January 23, while we continued our investigation of her dispute claim The next update for claim # [redacted] will be available by the end of the business day on February On January 18, Ms [redacted] contacted our Customer Service Department to inform us that a second transaction from Planet Fitness had been charged to her Card Account The merchant was able to make the transaction through an ACH payment using Ms [redacted] account and routing information We opened claim # [redacted] and we also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On February 1, we closed the dispute claim because we had not received the necessary documentation to determine an error had occurredA member of our Corporate Office spoke with Ms [redacted] on February 16, and explained the difference between the disputes and the transaction types made by Planet Fitness Ms [redacted] reported a third over charge and a dispute claim # [redacted] was opened We informed Ms [redacted] of the investigation timeframe afforded under Regulation Eand emailed her the appropriate documents to report the error The next update will be provided by the end of the business day on March Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: THey did not correct issue or provide documentation as they are saying the card was years old issue not resolve and I will be seeking legal action as they took my money and all cards had same address Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on July 21, by way of email If a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company Tell us why here
To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint to us When investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an account We reviewed Mr [redacted] dispute claim and determined that it was handled appropriately We concluded Mr [redacted] ’s dispute claim on May 3, and no credit was issued because we received supporting documentation from the merchant involved in his dispute that validated the transaction We attempted to reach Mr [redacted] by phone and email on May and May 25, but unfortunately, we were unable to speak with himWe emailed Mr [redacted] on May 25, outlining the dispute resolution and the supporting documentation that was provided by the merchant Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I have spoken to them many times and have been told I will be receiving a check in the mailUntil I actually have the check in my hands I consider this matter to be un resolvedI will let Revdex.com know in the next days if I do in deed recieve a check but like I said until then its just the same ole response Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her account closureOn November 15, 2016, Ms [redacted] disputed eight transactions through the online account center as unauthorizedWe immediately blocked her temporary card to prevent additional unauthorized use of that cardMs [redacted] activated her personalized card that same dayWe opened a dispute claim number [redacted] and began our investigationWe issued her a provisional credit for the claim on November 30, so that she could have access to the funds while we continued our investigationOn December 7, Ms [redacted] disputed two transactions that occurred on her card / accountThe temporary card was blocked when she opened her dispute claim [redacted] We opened a second dispute claim [redacted] and began our investigationWe issued her a provisional credit for this claim on December so that she could have access to the funds while we continued our investigationOn December 21, Ms [redacted] disputed three PIN based transactions that were made using her personalized cardWe immediately blocked that card and ordered her a replacement cardWe opened dispute claim [redacted] and began our investigationMs [redacted] called us on December 23, 2016, to report three unauthorized transactions that occurred on the personalized card that was blocked previously when she opened claim [redacted] We opened dispute claim [redacted] and began our investigationDuring the investigation of Ms [redacted] ’ claims we identified several risk factors associated with her accountAS part of our standard Fraud Prevention process, on December 27, we made the decision to permanently close her accountWe are no longer able to offer her NetSpend servicesWe completed our investigation on Ms [redacted] ’ dispute claim [redacted] on January 4, 2017, and refunded the fees associated with her disputed transaction and the provisional credit was made permanentShe will receive check for remaining account balance within ten business daysOn January 06, we concluded our investigation of claim number [redacted] and no credits were issued because, based on a review of your account, card and usage history, we did not find that an error occurredThe PIN transactions being disputed are consistent with your previous account activity, such as the merchants shopped and their physical locationsAdditionally, our records show that the PIN was not changed prior to the period of unauthorized usage In response to this communication, our Disputes Management re-reviewed claim number [redacted] , on January 09, and determined that the investigation was handled appropriatelyWe have included a copy of the investigation documents with this responseWe also concluded our investigation of dispute claim [redacted] and [redacted] Based on a review of the account, card and usage history, we did not find that an error occurred for either claimThe PIN transactions being disputed are consistent with your previous account activity, such as the merchants shopped and their physical locationsAdditionally, our records show that the PIN was not changed prior to the period of unauthorized usageThe cash loads onto the account are consistent with the dollar amount of your dispute claimsThis indicates that the person using the card had inside knowledge of the accountMs [redacted] has been provided with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received additional comments in regards to complaint # filed with your office by [redacted] *** Ms [redacted] is concerned that she has been a victim of identity theft and would like additional details regarding how we obtained her information.On January 5, 2016, we contacted Ms [redacted] and apologized for any impolite service she received while attempting to obtain details from the card offer her son receivedMs [redacted] provided her son’s name in order to locate his account and we requested the source details regarding how is information was obtainedWe have since closed the account and removed his email address from marketing materialsOnce a response is received, we will be in direct contact with Ms [redacted] to share additional details with herNetSpend regrets any inconvenience our card offer may have caused Ms*** She has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company