To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he disputed a transaction with a restaurant after receiving the wrong order, and was informed that his disputes claim would take – days to investigateHe’s requesting to be reimbursed for the disputed amountOn July 11, 2015, Mr [redacted] disputed a transaction with Jin Sha Sushi for $We informed him that we would update the disputes claim within ten business days, July 24thAfter ten business days, our Disputes Department provided Mr [redacted] with an update that his claim was still being investigated, and would be resolved by August 25th at the latestThe claim was resolved and paid out to Mr [redacted] on August 12thNetSpend understands the disputes process can be time consumingWe appreciate Mr [redacted] ’s patience while we worked to retrieve his fundsWe have provided him with our contact information should he have any additional questions or concernsThank 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 her disputes claimOn April 5, 2016, Ms [redacted] disputed a merchant transaction that posted to her accountWe promptly opened a dispute claim [redacted] and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe completed our initial investigation of claim [redacted] on April and advised that a provisional credit was not available for the dispute claim typeThe claim is scheduled to be finalized on July The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationMs [redacted] disputed additional unauthorized transactions on June that were not included in her first claimWe promptly opened a second dispute claim [redacted] and began another investigationWe concluded the initial investigation of this claim on June and advised that a provisional credit was not available for the dispute claim typeThis claim is scheduled to be finalized on August Our Risk Management Team closed Ms***’ account on June due to risk factors that were identified during our investigation and she is no longer eligible for products managed by NetSpendA refund check for any recovered funds from her disputes claims will be mailed to her address on file after the final dates mentioned aboveUpon receiving her complaint, we reached out to Ms***, but unfortunately, we have not had the opportunity to speak with herWe emailed Ms [redacted] the next update timeframe for her claimsNetSpend understands that the disputes process can be frustrating and we appreciate Ms***’ patience as we attempt to retrieve her fundsWe have provided Ms [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 complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions the inconvenience that she’s experienced when disputing unauthorized transactions that occurred on her card, in addition to the closure of her accountShe’s requesting for her funds be returned to her immediatelyOn August 13, 2015, Ms [redacted] reported her card as stolen and she disputed nine unauthorized PIN and ATM transactionsWe informed her that an update would be provided within ten business days, August 27thOn the tenth business day, our Disputes Department closed the claim with no error found on the transactions disputed, and no credit was issued for the disputed transactionsOn the same day, our Risk Department closed her account due to determining risk factors on her accountMs [redacted] is no longer eligible for NetSpend servicesWe mailed a check for the remaining funds on her account on September 3rdWe’ve informed Ms [redacted] to expect her check by US Postal Service when we spoke with her on September 8thNetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the decision of her disputes claim and account closureWe have provided her 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 complaint # [redacted] filed with your office by [redacted] concerning a refund check that she has not receivedOn July 10, 2016, Ms [redacted] attempted activate a new Netspend account; however, a restriction was placed on her account due to negative balances on previous accounts Unfortunately due to this account activity, Ms [redacted] is no longer eligible for products managed by NetspendWe mailed a refund check to MsMcClain’s address on file on July She should have received the check within ten business days On August 8, Ms [redacted] contacted our Customer Service Department to inform us she had not received the check.A member of our Corporate Response Team attempted to reach Ms [redacted] on August 9, regarding the check and to confirm the address, but have not had to opportunity to speak with herWe left several voicemails to inform Ms [redacted] that we will be mailing another check to the same address on August Ms [redacted] should receive this check within ten business days.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
To Whom It May Concern:We received complaint # [redacted] , filed with your office by [redacted] concerning the NetSpend card offer that she received to an address that she never lived at She’s requesting to be opted out of future card offers.The offer that Ms [redacted] received was sent to her in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (CFR 1005.5(b))Her social security number and date of birth were not provided and are not connected to this offer in any wayNo account in her name has been activated without her permissionThis offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactionsNo credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms [redacted] ’s creditNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the NetSpend Prepaid MasterCardWe mail those consumers card offers Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with usAgain, 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 can only be used by the intended recipient On November 5, 2015, we spoke with Ms [redacted] concerning the card offer We removed her name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsWe’ve also submitted a request to obtain specific details of how Ms [redacted] ’s information was obtained for this card offer When it is received, we will relay the information to her We apologize for any inconvenience that Ms [redacted] experienced as a result of this card offer 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her Netspend Premiere card Ms [redacted] purchased her Netspend card on April 16, and elected to enroll in the Pay As You Go PlanOn March 15, Ms [redacted] received a qualifying direct deposit that made her account eligible for NetSpend Premier On May 11, Ms [redacted] requested to enroll in our Fee Advantage plan.Upon receipt of her complaint, we reached out to Ms [redacted] on May to discuss her fee planWe reimbursed her account for the fees that were previously charged.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
To Whom it Concerns: We received complaint # [redacted] filed with your office by [redacted] concerning the mobile check load featureOn January 20, 2017, Mr [redacted] purchased a Visa Netspend Card Account from a retailer, Dollar Express That same Mr [redacted] contacted our Customer Service Department to activate his card account Mr [redacted] was also informed of a Mobile Check Load feature that is offered on most of Netspend managed products On March 11, we offered Mr [redacted] the option to open a new card account online so he could take advantage of the mobile check load featureNot all of Netspend Card Accounts have the same promotions and features Eligibility for promotions is dependent on the card that was purchased and not creditability as a customerA member from our Corporate Office reached out to Mr [redacted] on March 13, to inform him that unfortunately, his card account does not have the mobile check load feature available We will notify Mr [redacted] through his online account center or through our interactive voice response when it is availableWe are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Mr [redacted] with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning funds he feels are missing from his account.On February 22, 2016, our Disputes Team credited Mr [redacted] ’s account for the disputed ATM transaction, including the associated feesBefore the credit was applied, his account was negative by $due to two overdraft transactions completed one day priorWe have sent Mr [redacted] ’s January and February statements to his email for review to confirm that no further credit is due.NetSpend regrets the inconvenience that Mr [redacted] ’s experiencedWe have provided Mr [redacted] ’s with our contact information should he 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 block placed on her Netspend card.On March 21st, I spoke with Ms [redacted] to address her concernsMs [redacted] mentioned receiving one of our card offers back in October of 2015, but she did not activate it until February 17thUpon activation, we requested her social security number which she felt suspicious about since she had previous Netspend cardsI explained to Ms [redacted] that her card offers does not have her full personal information on file alreadyWe obtained this information on February 17th and she was able to activate the card for full use.NetSpend regrets the inconvenience Ms [redacted] experienced with the activation her card She has my contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, July 12, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on July 7, by way of telephoneWe emailed Ms [redacted] the details of the actions to resolve her 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: Thank you for forwarding Ms [redacted] complaint to usFor the protection of our cardholder’s accounts, we have established transfer limits that are in place Account to Account transfer information is disclosed in the Cardholder Agreement that was included in the card packaging and is agreed to upon activation of the Card AccountWe attempted to reach Ms [redacted] by phone and email on February and February 14, but unfortunately, were unable to speak with Ms [redacted] We emailed her on February outlining our actions to resolve her complaintHer case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] to further assist her with her matter Thank 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions NetSpend allowed money to be withdrawn from her cardShe desires a refund and to cancel her serviceOn August 26, 2015, we reached out to Ms [redacted] by telephone and emailThe merchant IC Solutions has charged Ms***’s card seven times since July 11thShe disputed the last charge from August 14th as being a duplicate transactionIC Solutions refunded the disputed charge back to her card on August 21stWhen Ms [redacted] returns our call, we will clarify which service she intends to cancelNetSpend regrets the inconvenience that Ms [redacted] experienced with the duplicate chargeWe have provided her 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 complaint # [redacted] filed with your office by [redacted] concerning an expired card On June 1, 2016, Mr [redacted] temporary card was purchased from a retail storeOur Customer Service Department activated his card and requested a personalized card to be mailed to Mr [redacted] address on file One month before the temporary card was scheduled to expire; we placed a temporary block on the account to notify Mr [redacted] account to activate the personalized card Mr [redacted] contacted Customer Service on October attempting to transfer funds to another one of his NetSpend accounts Because the permanent card on the new account had not been activated, the transfer feature was restricted Mr [redacted] was not charged for this service A member of our Corporate Response Team attempted to reach Mr [redacted] on November 1, but unfortunately, we did not have the opportunity to speak with him We have expedited a card to him and waived the shipping costHe will receive his new card within 2-business days Our records show Mr [redacted] activated card ending in on November 05, and has full access to his fundsWe apologize for any inconvenience or concern this issue may have caused and as a courtesy, we have refunded Mr [redacted] account transaction fees that occurred in the month of October Mr [redacted] has been provided with our contact information should he 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 the inconvenience she experienced with activating her NetSpend card To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Ms [redacted] purchased her NetSpend card on February 24, Additional information was needed to fully activate her account, and our Customer Service Department requested for Ms [redacted] to send in identity documents We received acceptable documents to approve her account on March 15th I attempted to contact Ms [redacted] by phone and email to address her concerns on March 15thOn March 16th, she responded via email confirming that her card is now working.NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card 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
Friday, September 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On August 16, 2016, Mr [redacted] disputed a posted transaction through our website, www.netspend.com We promptly opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On August 30, we determined that Mr [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim The claim is scheduled to be finalized by the end of the day October The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigationA member of our Corporate Customer Response Team spoke with Mr [redacted] on September to explain his dispute claim We advised that a provisional credit was not applied to his account due to the type of dispute claimMr [redacted] will send us an email providing additional details regarding his merchant dispute We will review the documents once received and provide Mr [redacted] with an updateWe have provided Mr [redacted] with our contact information should he 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 negative balance on an old account.On November 20, 2015, Ms [redacted] contacted our Customer Service Department to report an unauthorized transaction made on her card We were unable to open a dispute claim immediately because the transaction was still pendingTo assist her with her dispute, we needed the transaction to first settle to her accountMs [redacted] requested to close her account that day and the unauthorized transaction settled shortly after, leaving the account balance negative Ms [redacted] did not contact us back to initiate a disputes claim.On July 21, 2016, Ms [redacted] purchased a PayPal Prepaid MasterCard that is managed by NetSpend Due to the negative balance on her old account, we were unable to approve and activate her new card Ms [redacted] opted to convert the account to “Limited Use” in order to access her funds This “Limited Use” option allows cardholders to access the funds on the card for in-store purchases only Once the card balance is depleted, the card can be destroyedIn response to her communication, we attempted to contact Ms [redacted] on August 3, but we did not have the opportunity to speak with her Since she originally attempted to dispute the unauthorized transaction on her old account, we removed the negative balance Ms [redacted] is now 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
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on August 10, by way of telephoneIf 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
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 March 22, 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the poor customer service he received when he recently contacted Netspend for assistance with activating his card On March 16th, Mr [redacted] contacted Netspend regarding his accountMr [redacted] had a previous Skylight account in 2014, but additional information was still needed to fully approve his new account and our customer service requested for him to send in identity documentsOn March 28th and 30th, I reached out to Mr [redacted] to address his full concernsNetSpend regrets the inconvenience that Mr [redacted] experienced with the customer service he received when trying get assistance with his accountWe will be requesting the call recordings to provide the coaching necessary to ensure Mr [redacted] does not experience this again We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I will not send them a copy of my social security card and drivers licence or I will not give them my social security number over the phoneMy daddy gave them the his social security number and the info they ask for and still can not use his cardI want my card activated with my money on itI tried to call back but there was no answer
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he disputed a transaction with a restaurant after receiving the wrong order, and was informed that his disputes claim would take – days to investigateHe’s requesting to be reimbursed for the disputed amountOn July 11, 2015, Mr [redacted] disputed a transaction with Jin Sha Sushi for $We informed him that we would update the disputes claim within ten business days, July 24thAfter ten business days, our Disputes Department provided Mr [redacted] with an update that his claim was still being investigated, and would be resolved by August 25th at the latestThe claim was resolved and paid out to Mr [redacted] on August 12thNetSpend understands the disputes process can be time consumingWe appreciate Mr [redacted] ’s patience while we worked to retrieve his fundsWe have provided him with our contact information should he have any additional questions or concernsThank 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 her disputes claimOn April 5, 2016, Ms [redacted] disputed a merchant transaction that posted to her accountWe promptly opened a dispute claim [redacted] and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe completed our initial investigation of claim [redacted] on April and advised that a provisional credit was not available for the dispute claim typeThe claim is scheduled to be finalized on July The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationMs [redacted] disputed additional unauthorized transactions on June that were not included in her first claimWe promptly opened a second dispute claim [redacted] and began another investigationWe concluded the initial investigation of this claim on June and advised that a provisional credit was not available for the dispute claim typeThis claim is scheduled to be finalized on August Our Risk Management Team closed Ms***’ account on June due to risk factors that were identified during our investigation and she is no longer eligible for products managed by NetSpendA refund check for any recovered funds from her disputes claims will be mailed to her address on file after the final dates mentioned aboveUpon receiving her complaint, we reached out to Ms***, but unfortunately, we have not had the opportunity to speak with herWe emailed Ms [redacted] the next update timeframe for her claimsNetSpend understands that the disputes process can be frustrating and we appreciate Ms***’ patience as we attempt to retrieve her fundsWe have provided Ms [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 complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions the inconvenience that she’s experienced when disputing unauthorized transactions that occurred on her card, in addition to the closure of her accountShe’s requesting for her funds be returned to her immediatelyOn August 13, 2015, Ms [redacted] reported her card as stolen and she disputed nine unauthorized PIN and ATM transactionsWe informed her that an update would be provided within ten business days, August 27thOn the tenth business day, our Disputes Department closed the claim with no error found on the transactions disputed, and no credit was issued for the disputed transactionsOn the same day, our Risk Department closed her account due to determining risk factors on her accountMs [redacted] is no longer eligible for NetSpend servicesWe mailed a check for the remaining funds on her account on September 3rdWe’ve informed Ms [redacted] to expect her check by US Postal Service when we spoke with her on September 8thNetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the decision of her disputes claim and account closureWe have provided her 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 complaint # [redacted] filed with your office by [redacted] concerning a refund check that she has not receivedOn July 10, 2016, Ms [redacted] attempted activate a new Netspend account; however, a restriction was placed on her account due to negative balances on previous accounts Unfortunately due to this account activity, Ms [redacted] is no longer eligible for products managed by NetspendWe mailed a refund check to MsMcClain’s address on file on July She should have received the check within ten business days On August 8, Ms [redacted] contacted our Customer Service Department to inform us she had not received the check.A member of our Corporate Response Team attempted to reach Ms [redacted] on August 9, regarding the check and to confirm the address, but have not had to opportunity to speak with herWe left several voicemails to inform Ms [redacted] that we will be mailing another check to the same address on August Ms [redacted] should receive this check within ten business days.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
To Whom It May Concern:We received complaint # [redacted] , filed with your office by [redacted] concerning the NetSpend card offer that she received to an address that she never lived at She’s requesting to be opted out of future card offers.The offer that Ms [redacted] received was sent to her in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (CFR 1005.5(b))Her social security number and date of birth were not provided and are not connected to this offer in any wayNo account in her name has been activated without her permissionThis offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactionsNo credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms [redacted] ’s creditNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the NetSpend Prepaid MasterCardWe mail those consumers card offers Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with usAgain, 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 can only be used by the intended recipient On November 5, 2015, we spoke with Ms [redacted] concerning the card offer We removed her name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsWe’ve also submitted a request to obtain specific details of how Ms [redacted] ’s information was obtained for this card offer When it is received, we will relay the information to her We apologize for any inconvenience that Ms [redacted] experienced as a result of this card offer 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her Netspend Premiere card Ms [redacted] purchased her Netspend card on April 16, and elected to enroll in the Pay As You Go PlanOn March 15, Ms [redacted] received a qualifying direct deposit that made her account eligible for NetSpend Premier On May 11, Ms [redacted] requested to enroll in our Fee Advantage plan.Upon receipt of her complaint, we reached out to Ms [redacted] on May to discuss her fee planWe reimbursed her account for the fees that were previously charged.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
To Whom it Concerns: We received complaint # [redacted] filed with your office by [redacted] concerning the mobile check load featureOn January 20, 2017, Mr [redacted] purchased a Visa Netspend Card Account from a retailer, Dollar Express That same Mr [redacted] contacted our Customer Service Department to activate his card account Mr [redacted] was also informed of a Mobile Check Load feature that is offered on most of Netspend managed products On March 11, we offered Mr [redacted] the option to open a new card account online so he could take advantage of the mobile check load featureNot all of Netspend Card Accounts have the same promotions and features Eligibility for promotions is dependent on the card that was purchased and not creditability as a customerA member from our Corporate Office reached out to Mr [redacted] on March 13, to inform him that unfortunately, his card account does not have the mobile check load feature available We will notify Mr [redacted] through his online account center or through our interactive voice response when it is availableWe are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Mr [redacted] with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning funds he feels are missing from his account.On February 22, 2016, our Disputes Team credited Mr [redacted] ’s account for the disputed ATM transaction, including the associated feesBefore the credit was applied, his account was negative by $due to two overdraft transactions completed one day priorWe have sent Mr [redacted] ’s January and February statements to his email for review to confirm that no further credit is due.NetSpend regrets the inconvenience that Mr [redacted] ’s experiencedWe have provided Mr [redacted] ’s with our contact information should he 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 block placed on her Netspend card.On March 21st, I spoke with Ms [redacted] to address her concernsMs [redacted] mentioned receiving one of our card offers back in October of 2015, but she did not activate it until February 17thUpon activation, we requested her social security number which she felt suspicious about since she had previous Netspend cardsI explained to Ms [redacted] that her card offers does not have her full personal information on file alreadyWe obtained this information on February 17th and she was able to activate the card for full use.NetSpend regrets the inconvenience Ms [redacted] experienced with the activation her card She has my contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, July 12, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on July 7, by way of telephoneWe emailed Ms [redacted] the details of the actions to resolve her 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: Thank you for forwarding Ms [redacted] complaint to usFor the protection of our cardholder’s accounts, we have established transfer limits that are in place Account to Account transfer information is disclosed in the Cardholder Agreement that was included in the card packaging and is agreed to upon activation of the Card AccountWe attempted to reach Ms [redacted] by phone and email on February and February 14, but unfortunately, were unable to speak with Ms [redacted] We emailed her on February outlining our actions to resolve her complaintHer case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] to further assist her with her matter Thank 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions NetSpend allowed money to be withdrawn from her cardShe desires a refund and to cancel her serviceOn August 26, 2015, we reached out to Ms [redacted] by telephone and emailThe merchant IC Solutions has charged Ms***’s card seven times since July 11thShe disputed the last charge from August 14th as being a duplicate transactionIC Solutions refunded the disputed charge back to her card on August 21stWhen Ms [redacted] returns our call, we will clarify which service she intends to cancelNetSpend regrets the inconvenience that Ms [redacted] experienced with the duplicate chargeWe have provided her 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 complaint # [redacted] filed with your office by [redacted] concerning an expired card On June 1, 2016, Mr [redacted] temporary card was purchased from a retail storeOur Customer Service Department activated his card and requested a personalized card to be mailed to Mr [redacted] address on file One month before the temporary card was scheduled to expire; we placed a temporary block on the account to notify Mr [redacted] account to activate the personalized card Mr [redacted] contacted Customer Service on October attempting to transfer funds to another one of his NetSpend accounts Because the permanent card on the new account had not been activated, the transfer feature was restricted Mr [redacted] was not charged for this service A member of our Corporate Response Team attempted to reach Mr [redacted] on November 1, but unfortunately, we did not have the opportunity to speak with him We have expedited a card to him and waived the shipping costHe will receive his new card within 2-business days Our records show Mr [redacted] activated card ending in on November 05, and has full access to his fundsWe apologize for any inconvenience or concern this issue may have caused and as a courtesy, we have refunded Mr [redacted] account transaction fees that occurred in the month of October Mr [redacted] has been provided with our contact information should he 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 the inconvenience she experienced with activating her NetSpend card To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Ms [redacted] purchased her NetSpend card on February 24, Additional information was needed to fully activate her account, and our Customer Service Department requested for Ms [redacted] to send in identity documents We received acceptable documents to approve her account on March 15th I attempted to contact Ms [redacted] by phone and email to address her concerns on March 15thOn March 16th, she responded via email confirming that her card is now working.NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card 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
Friday, September 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On August 16, 2016, Mr [redacted] disputed a posted transaction through our website, www.netspend.com We promptly opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On August 30, we determined that Mr [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim The claim is scheduled to be finalized by the end of the day October The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigationA member of our Corporate Customer Response Team spoke with Mr [redacted] on September to explain his dispute claim We advised that a provisional credit was not applied to his account due to the type of dispute claimMr [redacted] will send us an email providing additional details regarding his merchant dispute We will review the documents once received and provide Mr [redacted] with an updateWe have provided Mr [redacted] with our contact information should he 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 negative balance on an old account.On November 20, 2015, Ms [redacted] contacted our Customer Service Department to report an unauthorized transaction made on her card We were unable to open a dispute claim immediately because the transaction was still pendingTo assist her with her dispute, we needed the transaction to first settle to her accountMs [redacted] requested to close her account that day and the unauthorized transaction settled shortly after, leaving the account balance negative Ms [redacted] did not contact us back to initiate a disputes claim.On July 21, 2016, Ms [redacted] purchased a PayPal Prepaid MasterCard that is managed by NetSpend Due to the negative balance on her old account, we were unable to approve and activate her new card Ms [redacted] opted to convert the account to “Limited Use” in order to access her funds This “Limited Use” option allows cardholders to access the funds on the card for in-store purchases only Once the card balance is depleted, the card can be destroyedIn response to her communication, we attempted to contact Ms [redacted] on August 3, but we did not have the opportunity to speak with her Since she originally attempted to dispute the unauthorized transaction on her old account, we removed the negative balance Ms [redacted] is now 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
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on August 10, by way of telephoneIf 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
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 March 22, 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the poor customer service he received when he recently contacted Netspend for assistance with activating his card On March 16th, Mr [redacted] contacted Netspend regarding his accountMr [redacted] had a previous Skylight account in 2014, but additional information was still needed to fully approve his new account and our customer service requested for him to send in identity documentsOn March 28th and 30th, I reached out to Mr [redacted] to address his full concernsNetSpend regrets the inconvenience that Mr [redacted] experienced with the customer service he received when trying get assistance with his accountWe will be requesting the call recordings to provide the coaching necessary to ensure Mr [redacted] does not experience this again We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I will not send them a copy of my social security card and drivers licence or I will not give them my social security number over the phoneMy daddy gave them the his social security number and the info they ask for and still can not use his cardI want my card activated with my money on itI tried to call back but there was no answer