To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] ***- [redacted] concerning her account balance and dispute claim On July 26, 2016, Ms***- [redacted] contacted our Customer Service Department regarding an ATM transaction that did not dispense funds to herWe promptly opened a dispute claim and began our investigationOn July 28, we issued Ms***- [redacted] a provisional credit, while we continued our investigation for her dispute claimOn August 17, the ATM merchant responded with information that validated the funds dispensedWe notified Ms***- [redacted] on August 18, that after receiving this information from the ATM merchant that we will be reversing the provisional credit within five business from this date, on September A member of our Corporate Response Team spoke with Ms***- [redacted] on September 27, to review her dispute claim We explained that the results of his dispute claim and reversal of the provisional credit is the reason why her available balance was less after her deposit was receivedWe updated Ms***-***’s address on file and at her request, we are mailing Ms***- [redacted] a copy of the merchant documentationWe reached out to our Dispute Resolution Department to provide Ms***- [redacted] with the merchant documentation that validated that funds dispensedThe ATM owner was unable to provide this documentation and we re- investigated her claim and provided full reimbursement for the disputed transaction on September We have provided Ms***- [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on her accountOn June 6, 2016, Ms [redacted] purchased a Netspend card from a 7-ELEVEN with $loaded onto itShe activated her card on June During routine monitoring, we placed a temporary restriction on Ms [redacted] account on June 8, because we detected suspicious activityOn June 11, Ms [redacted] contacted us because her card did not workIn order to remove the restriction, we requested Ms [redacted] to provide us with copies of her documents to verify her identification.On August 22, a member of our Corporate Response Team attempted to contact Ms [redacted] regarding her account and assist with obtaining the documentation needed in order to remove the restriction on her account, but unfortunately we were unable to speak with herOn October 27, our Corporate Response Team was able to speak with Ms [redacted] and explained the options to help her retrieve her fundsThese options include, sending us copies of her documents so we can verify her identity, or we could mail her a check for her funds to the address on file that she would receive within business daysMs [redacted] mentioned that she currently does not have a valid state IDShe also mentioned that she is going to be moving; however, in order for us to mail her a check to a different address, we would need to receive documents from herMs [redacted] advised that she will contact us once she is able to confirm how she would like to access her funds As a courtesy, we refunded Ms [redacted] account for the maintenance fees that she was charged.We provided Ms [redacted] 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 NetSpend Prepaid Card Account he received in the mail NetSpend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated A member of our Corporate Response Team spoke with Mr [redacted] on January 23, 2017, regarding the card offer he receivedAt his request, we permanently blocked the card offer and removed his information so he will not receive future marketing offers form NetSpendAdditionally, we submitted a request to our Marketing Department to provide information concerning how Mr [redacted] name and address were obtained, and we will provide this information to him as soon as we receive it We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, January 21, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a claim that was filed with our companyThe NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the cardWe also disclose on the front of the card packaging that the NetSpend card is not a gift card On January 21, 2016, we spoke with [redacted] and addressed her concerns with her accountShe was not aware that we do not provide gift cards and was alarmed that she incurred an account maintenance feeWe provided an explanation regarding why she obtained a fee and how our card works We also issued [redacted] a credit to her account so she can access the full amount of $NetSpend regrets the inconvenience [redacted] experienced as a result of not being informed about our feesWe 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
To Whom It May Concern: Thank you for forwarding the additional comments on Ms [redacted] ’ complaint # [redacted] 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 a card accountWe’ve reviewed Ms [redacted] ’ dispute claim and complaint that reimbursement was not providedAfter review, we’ve determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on April 25, by way of e-mailWe provided her with further insight on the dispute processThank you for bringing this matter to our attentionMs [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Thursday, June 11, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she sent documentation about her deposit, but the funds are not available on the card She wants her money As we stated in our previous response, Ms [redacted] ’s deposit was not received to her NetSpend card The document she sent to us did not include a trace number for an Automated Clearing House (ACH) deposit We informed her that the trace number did not contain enough digits for the ACH deposit We recommended she ask the sender about the method they used to deposit her funds NetSpend does not receive wire transfers or electronic checks NetSpend regrets any inconvenience Ms [redacted] experienced while waiting on her deposit We have provided her 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 the inconvenience she experienced with the closure of her account and the pending of her remaining fundsOur 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 February 17, She is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasonsThe remaining funds have been pended waiting for a review by the Internal Revenue Service, which can take up to six weeks The IRS will determine if the remaining funds should be returned to them or released back to Ms [redacted] We spoke with Ms [redacted] on March 15th and addressed her concerns I informed her that it can take up to six weeks for the review process to be completed with the IRSNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the closing of her accountWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, February 13, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn December 19, 2016, Ms [redacted] contacted our Customer Service Department to dispute a transaction that posted to her Card AccountWe opened dispute claim number [redacted] and began our investigationWe concluded our investigation of Ms [redacted] dispute claim [redacted] on January 24, 2017, and no credit was issued because we did not find that an error occurredThe merchant provided documents to validate the chargeThe dispute investigation documents outlining the reason for the claim decision were mailed to Ms [redacted] address on fileA member of our Corporate Office spoke with Ms [redacted] on February 9, Based on our re-review of the merchant documents and circumstances of the dispute claim as a courtesy we issued her a full reimbursement for the disputed transactionMs [redacted] has been provided with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Experience TeamNetspend, a TSYS Company
Tuesday, June 13, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint # [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend’s cardholder agreements that customers receive when opening an account Mr [redacted] ’ dispute claim is currently being investigated and an update will be available on June We attempted to reach Mr [redacted] by phone and email on June 8, and June 13, 2017, but unfortunately, were unable to speak with himMr [redacted] ’ case has been assigned to a Corporate Customer Response Team Analyst, ***Should he contact our Customer Service Department, we have left notes on his account for Mr [redacted] to be connected with [redacted] to further assist him with this matter 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On March 13, 2017, Mr [redacted] contacted us through secure email on his online account center to report an unauthorized charge from Spirit Airline that occurred on his Card Account We immediately blocked his card to prevent any further unauthorized use We promptly opened a dispute claim [redacted] and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation E A member from our Corporate Office reached out to Mr [redacted] on March 24, to explain the dispute resolution process We informed him through email that a provisional credit had been applied to his card account for his dispute claim [redacted] The claim is scheduled to be finalized by the end of the day on April The results of the dispute claim will be sent to Mr [redacted] in writing within business days of completing our investigation Mr [redacted] has been provided with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Thursday, July 7, 2016To Whom It May Concern:We received additional comment regarding complaint # [redacted] filed with your office by [redacted] concerning the closure of her account We appreciate Ms***’s additional comments Our Risk Management Team re-reviewed Ms ***’ account activity on June 28, The same day, we sent the conclusion of our investigation to the email address she provided We resent the information to Ms [redacted] on July 7.In response to Ms***’ communication, we spoke with her on July 7, and informed her of the conclusion of our re-investigation Our Risk Management Team closed Ms***’ account due to risk factors that were identified during our dispute investigation As a result, Ms [redacted] is no longer eligible for products managed by NetSpend We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, December 18, 2017To Whom It May Concern:Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usWhen 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’ve reviewed Ms [redacted] ’s dispute claim and we’ve determined that her claim is being handled correctly We attempted to reach Ms [redacted] on December 13, and 15, by telephone and by email, but unfortunately, we were unable to speak with herThe email outlined our actions to resolve her complaintMs [redacted] responded by email and provided additional information about her refund from the merchant We forwarded it to our Dispute Department and informed Ms [redacted] when to expect an update on her claim Ms [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter Thank 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 his online messageOn June 21, 2016, Mr [redacted] sent three secure inbox messages through our online account center to report unauthorized charges on his accountDue to a system delay, the messages were not responded to within the hour timeframeWe apologize for any inconvenience this technical difficulty may have causedMr [redacted] contacted our Customer Service Department on June and we released the pending unauthorized transactions back into his account balanceOur release of the transactions is not a void or cancellation of the original chargesIf the merchants collect on the transactions at a later date, Mr [redacted] can file a dispute claim in order for us to assist him with getting the funds returnedWe reached out to Mr [redacted] on June 23, but unfortunately, we have not had the opportunity to speak with himWe blocked his compromised card and ordered him a replacementWe have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, December 22, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on December 22, by way of telephoneWe sent her an email detailing the actions to resolve her concernsThank 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
Complaint: [redacted] I am rejecting this response because:I SPOKE WITH A [redacted] FROM CORPORATE SEVERAL TIMES THE SAME DAY THE COMPLAINT WAS FILEDIN AN ATTEMPT TO EXPEDITE A RESOLUTION I SENT PHOTOS CLEARLY SHOWING WHO IAM TO ANOTHER PERSON (***) WHO EMAILED ME ABOUT THE PROBLEMTHEY NEVER TOLD ME WHY MY ACCOUNT WAS SENT TO FRAUD FOR A DOLLAR IN THE FIRST PLACE EVEN THOUGH I ASKED IN ANOTHER EMAIL I SENTI ALSO SPOKE WITH TH [redacted] PERSON AGAIN AFTER THAT DAY AND WE WENT OVER THE SAME THING AGAIN, AT THAT POINT IN WHICH INFORMED HIM TO JUST MAIL OUT MY CHECK AND I WOULD BE THE SAME PERSON GETTING THE CHECK WHO ADDED THE MONEY IN THE FIRST PLACE PER MY AGREEMENT WITH THE FIRST PERSON I SPOKE WITH TO FIND OUT WHY MY CARD HAD A PROBLEMTHE STATEMENT SAYING "WE HAVE REACHED OUT TO MR [redacted] BY TELEPHONE AND EMAIL ON FEBRUARY 24TH, BUT UNFORTUNATELY, WE HAVE NOT HAD THE OPPORTUNITY TO SPEAK WITH HIM" IS A BLATANT LIE IN WHICH THEY ARE TRYING TO PUT OUT A GOOD IMAGE OF THERE SELVESFACT OF THE MATTER IS I SPOKE SEVERAL TIMES ON THE PHONE WITH THEM AND ALSO RESPONDED TO EMAILS IN WHICH LIKE I SAID PREVIOUSLY ALSO ATTACHED PICTURES OF MYSELF HOLDING THE DRIVERS LICENSE AND THERE PURPOSE NETSPEND CARD NEAR MY FACE IN A CLOSE UP SHOT! ALL OF WHICH CAN BE VERIFIED! I ALSO FORWARDED THE SAME SENT EMAIL TO THE Revdex.com AT [redacted] Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transaction on his accountOn July 2, 2016, we received an authorization request from SPOKE N SPORT to hold $On July 9, Mr [redacted] contacted us and reported that the order was cancelledWe requested Mr [redacted] to provide us with documentation from the merchant that would confirm the cancellation of the transaction in order to release the funds.If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchantWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On July 15, we received the document requested from the merchant and released the pending transaction back into Mr [redacted] ’s available balanceOur Corporate Response Team reached out to Mr [redacted] on July to discuss his account, but did not have the opportunity to speak with himOnce Mr [redacted] contacts us, we will be glad to assist him further.We have provided Mr [redacted] with our contact information should he need any further assistance Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com:Resolved I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution resolved Regards, [redacted]
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning her disputes claimWe understand how frustrating it can be to experience unauthorized chargesWe have re-reviewed Ms [redacted] ’s dispute claim upon receipt of her additional commentsWe confirmed that the dispute claim was investigated properly and that we did not find that an error occurredDocumentation detailing the dispute investigation was sent to Ms [redacted] on June Ms [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
Friday, July 7, 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 July 3, by way of telephoneWe emailed Mr [redacted] the details of the actions to resolve his complaint on July Thank 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 complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] mentions the inconvenience that he experienced when attempting a funds transfer to his new NetSpend card purchase, after his existing card was stolenHe’s requesting to be reimbursed transaction fees, and for the NetSpend card purchases that he attempted to use for his funds transferOn October 8, 2015, we spoke with Mr [redacted] to address his concernsWe apologized for the suggestion to buy another card to transfer fundsFor security purposes, our cardholder transfer feature is not available for temporary card purchasesThe personalized card must be received in the mail and activated before our cardholder’s can request to have the transfer feature activatedMr [redacted] has received the replacement for his stolen card on October 6thWe worked with him to resolve his concernsNetSpend regrets any inconvenience that Mr [redacted] experienced while waiting to replace his stolen cardHe has been given our contact information should he have any additional questions or concernsThank you, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] ***- [redacted] concerning her account balance and dispute claim On July 26, 2016, Ms***- [redacted] contacted our Customer Service Department regarding an ATM transaction that did not dispense funds to herWe promptly opened a dispute claim and began our investigationOn July 28, we issued Ms***- [redacted] a provisional credit, while we continued our investigation for her dispute claimOn August 17, the ATM merchant responded with information that validated the funds dispensedWe notified Ms***- [redacted] on August 18, that after receiving this information from the ATM merchant that we will be reversing the provisional credit within five business from this date, on September A member of our Corporate Response Team spoke with Ms***- [redacted] on September 27, to review her dispute claim We explained that the results of his dispute claim and reversal of the provisional credit is the reason why her available balance was less after her deposit was receivedWe updated Ms***-***’s address on file and at her request, we are mailing Ms***- [redacted] a copy of the merchant documentationWe reached out to our Dispute Resolution Department to provide Ms***- [redacted] with the merchant documentation that validated that funds dispensedThe ATM owner was unable to provide this documentation and we re- investigated her claim and provided full reimbursement for the disputed transaction on September We have provided Ms***- [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on her accountOn June 6, 2016, Ms [redacted] purchased a Netspend card from a 7-ELEVEN with $loaded onto itShe activated her card on June During routine monitoring, we placed a temporary restriction on Ms [redacted] account on June 8, because we detected suspicious activityOn June 11, Ms [redacted] contacted us because her card did not workIn order to remove the restriction, we requested Ms [redacted] to provide us with copies of her documents to verify her identification.On August 22, a member of our Corporate Response Team attempted to contact Ms [redacted] regarding her account and assist with obtaining the documentation needed in order to remove the restriction on her account, but unfortunately we were unable to speak with herOn October 27, our Corporate Response Team was able to speak with Ms [redacted] and explained the options to help her retrieve her fundsThese options include, sending us copies of her documents so we can verify her identity, or we could mail her a check for her funds to the address on file that she would receive within business daysMs [redacted] mentioned that she currently does not have a valid state IDShe also mentioned that she is going to be moving; however, in order for us to mail her a check to a different address, we would need to receive documents from herMs [redacted] advised that she will contact us once she is able to confirm how she would like to access her funds As a courtesy, we refunded Ms [redacted] account for the maintenance fees that she was charged.We provided Ms [redacted] 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 NetSpend Prepaid Card Account he received in the mail NetSpend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated A member of our Corporate Response Team spoke with Mr [redacted] on January 23, 2017, regarding the card offer he receivedAt his request, we permanently blocked the card offer and removed his information so he will not receive future marketing offers form NetSpendAdditionally, we submitted a request to our Marketing Department to provide information concerning how Mr [redacted] name and address were obtained, and we will provide this information to him as soon as we receive it We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, January 21, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a claim that was filed with our companyThe NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the cardWe also disclose on the front of the card packaging that the NetSpend card is not a gift card On January 21, 2016, we spoke with [redacted] and addressed her concerns with her accountShe was not aware that we do not provide gift cards and was alarmed that she incurred an account maintenance feeWe provided an explanation regarding why she obtained a fee and how our card works We also issued [redacted] a credit to her account so she can access the full amount of $NetSpend regrets the inconvenience [redacted] experienced as a result of not being informed about our feesWe 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
To Whom It May Concern: Thank you for forwarding the additional comments on Ms [redacted] ’ complaint # [redacted] 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 a card accountWe’ve reviewed Ms [redacted] ’ dispute claim and complaint that reimbursement was not providedAfter review, we’ve determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on April 25, by way of e-mailWe provided her with further insight on the dispute processThank you for bringing this matter to our attentionMs [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Thursday, June 11, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she sent documentation about her deposit, but the funds are not available on the card She wants her money As we stated in our previous response, Ms [redacted] ’s deposit was not received to her NetSpend card The document she sent to us did not include a trace number for an Automated Clearing House (ACH) deposit We informed her that the trace number did not contain enough digits for the ACH deposit We recommended she ask the sender about the method they used to deposit her funds NetSpend does not receive wire transfers or electronic checks NetSpend regrets any inconvenience Ms [redacted] experienced while waiting on her deposit We have provided her 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 the inconvenience she experienced with the closure of her account and the pending of her remaining fundsOur 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 February 17, She is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasonsThe remaining funds have been pended waiting for a review by the Internal Revenue Service, which can take up to six weeks The IRS will determine if the remaining funds should be returned to them or released back to Ms [redacted] We spoke with Ms [redacted] on March 15th and addressed her concerns I informed her that it can take up to six weeks for the review process to be completed with the IRSNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the closing of her accountWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, February 13, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn December 19, 2016, Ms [redacted] contacted our Customer Service Department to dispute a transaction that posted to her Card AccountWe opened dispute claim number [redacted] and began our investigationWe concluded our investigation of Ms [redacted] dispute claim [redacted] on January 24, 2017, and no credit was issued because we did not find that an error occurredThe merchant provided documents to validate the chargeThe dispute investigation documents outlining the reason for the claim decision were mailed to Ms [redacted] address on fileA member of our Corporate Office spoke with Ms [redacted] on February 9, Based on our re-review of the merchant documents and circumstances of the dispute claim as a courtesy we issued her a full reimbursement for the disputed transactionMs [redacted] has been provided with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Experience TeamNetspend, a TSYS Company
Tuesday, June 13, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint # [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend’s cardholder agreements that customers receive when opening an account Mr [redacted] ’ dispute claim is currently being investigated and an update will be available on June We attempted to reach Mr [redacted] by phone and email on June 8, and June 13, 2017, but unfortunately, were unable to speak with himMr [redacted] ’ case has been assigned to a Corporate Customer Response Team Analyst, ***Should he contact our Customer Service Department, we have left notes on his account for Mr [redacted] to be connected with [redacted] to further assist him with this matter 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On March 13, 2017, Mr [redacted] contacted us through secure email on his online account center to report an unauthorized charge from Spirit Airline that occurred on his Card Account We immediately blocked his card to prevent any further unauthorized use We promptly opened a dispute claim [redacted] and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation E A member from our Corporate Office reached out to Mr [redacted] on March 24, to explain the dispute resolution process We informed him through email that a provisional credit had been applied to his card account for his dispute claim [redacted] The claim is scheduled to be finalized by the end of the day on April The results of the dispute claim will be sent to Mr [redacted] in writing within business days of completing our investigation Mr [redacted] has been provided with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Thursday, July 7, 2016To Whom It May Concern:We received additional comment regarding complaint # [redacted] filed with your office by [redacted] concerning the closure of her account We appreciate Ms***’s additional comments Our Risk Management Team re-reviewed Ms ***’ account activity on June 28, The same day, we sent the conclusion of our investigation to the email address she provided We resent the information to Ms [redacted] on July 7.In response to Ms***’ communication, we spoke with her on July 7, and informed her of the conclusion of our re-investigation Our Risk Management Team closed Ms***’ account due to risk factors that were identified during our dispute investigation As a result, Ms [redacted] is no longer eligible for products managed by NetSpend We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, December 18, 2017To Whom It May Concern:Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usWhen 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’ve reviewed Ms [redacted] ’s dispute claim and we’ve determined that her claim is being handled correctly We attempted to reach Ms [redacted] on December 13, and 15, by telephone and by email, but unfortunately, we were unable to speak with herThe email outlined our actions to resolve her complaintMs [redacted] responded by email and provided additional information about her refund from the merchant We forwarded it to our Dispute Department and informed Ms [redacted] when to expect an update on her claim Ms [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter Thank 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 his online messageOn June 21, 2016, Mr [redacted] sent three secure inbox messages through our online account center to report unauthorized charges on his accountDue to a system delay, the messages were not responded to within the hour timeframeWe apologize for any inconvenience this technical difficulty may have causedMr [redacted] contacted our Customer Service Department on June and we released the pending unauthorized transactions back into his account balanceOur release of the transactions is not a void or cancellation of the original chargesIf the merchants collect on the transactions at a later date, Mr [redacted] can file a dispute claim in order for us to assist him with getting the funds returnedWe reached out to Mr [redacted] on June 23, but unfortunately, we have not had the opportunity to speak with himWe blocked his compromised card and ordered him a replacementWe have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, December 22, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on December 22, by way of telephoneWe sent her an email detailing the actions to resolve her concernsThank 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
Complaint: [redacted] I am rejecting this response because:I SPOKE WITH A [redacted] FROM CORPORATE SEVERAL TIMES THE SAME DAY THE COMPLAINT WAS FILEDIN AN ATTEMPT TO EXPEDITE A RESOLUTION I SENT PHOTOS CLEARLY SHOWING WHO IAM TO ANOTHER PERSON (***) WHO EMAILED ME ABOUT THE PROBLEMTHEY NEVER TOLD ME WHY MY ACCOUNT WAS SENT TO FRAUD FOR A DOLLAR IN THE FIRST PLACE EVEN THOUGH I ASKED IN ANOTHER EMAIL I SENTI ALSO SPOKE WITH TH [redacted] PERSON AGAIN AFTER THAT DAY AND WE WENT OVER THE SAME THING AGAIN, AT THAT POINT IN WHICH INFORMED HIM TO JUST MAIL OUT MY CHECK AND I WOULD BE THE SAME PERSON GETTING THE CHECK WHO ADDED THE MONEY IN THE FIRST PLACE PER MY AGREEMENT WITH THE FIRST PERSON I SPOKE WITH TO FIND OUT WHY MY CARD HAD A PROBLEMTHE STATEMENT SAYING "WE HAVE REACHED OUT TO MR [redacted] BY TELEPHONE AND EMAIL ON FEBRUARY 24TH, BUT UNFORTUNATELY, WE HAVE NOT HAD THE OPPORTUNITY TO SPEAK WITH HIM" IS A BLATANT LIE IN WHICH THEY ARE TRYING TO PUT OUT A GOOD IMAGE OF THERE SELVESFACT OF THE MATTER IS I SPOKE SEVERAL TIMES ON THE PHONE WITH THEM AND ALSO RESPONDED TO EMAILS IN WHICH LIKE I SAID PREVIOUSLY ALSO ATTACHED PICTURES OF MYSELF HOLDING THE DRIVERS LICENSE AND THERE PURPOSE NETSPEND CARD NEAR MY FACE IN A CLOSE UP SHOT! ALL OF WHICH CAN BE VERIFIED! I ALSO FORWARDED THE SAME SENT EMAIL TO THE Revdex.com AT [redacted] Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transaction on his accountOn July 2, 2016, we received an authorization request from SPOKE N SPORT to hold $On July 9, Mr [redacted] contacted us and reported that the order was cancelledWe requested Mr [redacted] to provide us with documentation from the merchant that would confirm the cancellation of the transaction in order to release the funds.If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchantWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On July 15, we received the document requested from the merchant and released the pending transaction back into Mr [redacted] ’s available balanceOur Corporate Response Team reached out to Mr [redacted] on July to discuss his account, but did not have the opportunity to speak with himOnce Mr [redacted] contacts us, we will be glad to assist him further.We have provided Mr [redacted] with our contact information should he need any further assistance Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com:Resolved I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution resolved Regards, [redacted]
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning her disputes claimWe understand how frustrating it can be to experience unauthorized chargesWe have re-reviewed Ms [redacted] ’s dispute claim upon receipt of her additional commentsWe confirmed that the dispute claim was investigated properly and that we did not find that an error occurredDocumentation detailing the dispute investigation was sent to Ms [redacted] on June Ms [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
Friday, July 7, 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 July 3, by way of telephoneWe emailed Mr [redacted] the details of the actions to resolve his complaint on July Thank 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 complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] mentions the inconvenience that he experienced when attempting a funds transfer to his new NetSpend card purchase, after his existing card was stolenHe’s requesting to be reimbursed transaction fees, and for the NetSpend card purchases that he attempted to use for his funds transferOn October 8, 2015, we spoke with Mr [redacted] to address his concernsWe apologized for the suggestion to buy another card to transfer fundsFor security purposes, our cardholder transfer feature is not available for temporary card purchasesThe personalized card must be received in the mail and activated before our cardholder’s can request to have the transfer feature activatedMr [redacted] has received the replacement for his stolen card on October 6thWe worked with him to resolve his concernsNetSpend regrets any inconvenience that Mr [redacted] experienced while waiting to replace his stolen cardHe has been given our contact information should he have any additional questions or concernsThank you, [redacted]