Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Regards, [redacted]
Wednesday, June 8, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn February 29, Ms [redacted] logged onto her online account center to report an overcharged transaction on her account We promptly opened a dispute claim and began our investigation On March 14, we determined that she was not eligible for provisional credit, but we are continued our efforts to investigate the claim On April 29, we concluded our investigation with no credit being issued to Ms***’s account because the merchant provided documentation that validated the transaction was authorized Upon receipt of her complaint, we reached out to Ms***’s on June to discuss her dispute claim We explained that the merchant validated the transaction and advised a letter detailing our investigation will be mailed to her address on file She should receive this within 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 Team NetSpend A TSYS Company
Wednesday, November 29, 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 was handled correctly The disputed transaction was reported out of timeframe, more than days since its occurrence We attempted to reach Ms [redacted] by way of telephone on November 24, and 29, 2017, but unfortunately, we were unable to speak with her We informed Ms [redacted] by email of our actions to resolve her complaint 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 matterThank 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 a block that was placed on her existing and new account She’s requesting to be reimbursed for the remaining funds on both cards In an effort to protect NetSpend cardholders, Our Risk Management Team regularly monitors their accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the closing of Ms [redacted] ’ accounts on October 16, She is no longer eligible for NetSpend services due to the risk factors that were identifiedA request has been submitted to send the refund checks to Ms [redacted] for the remaining funds on her two accounts On November 2nd, we spoke with Ms [redacted] , and she informed us that she has only received one of the checks Ms [redacted] ’ second check was mailed on October 29th, and she will receive it within business days We regret the inconvenience that Ms [redacted] has experienced as a result of her account closure We 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
Friday, March 16, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe were unable to locate her card offer or research the complaint using the information providedNetspend relies on affiliate marketing services as a source for reaching potential new customers and it is possible your child’s information was acquired through these business relationshipsBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from consumers that indicate they are years of age or older, and have received permission to share it with us.Steps are taken through the identification process to further ensure that a person under cannot activate the offersThe offer is not active and cannot be used unless activatedDuring activation Netspend verifies the identity of the person activating the offer (including asking for a Social Security number) to ensure that the card offer can only be used by the intended recipient, and that the person activating the offer is at least years oldIf the recipient’s identity cannot be verified or they are under 18, the activation attempt is rejected.We attempted to reach Ms [redacted] by phone and email on March and March 15, but unfortunately, we were unable to speak with herMs [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Ms [redacted] again on March 19.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 Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I want to know how to stop third party people from getting my minor childs infothe matter isnt resovled just post-poned, and I have not recived any contact info from this buisnessif they could kindly send it in a response where it is legally noted through the Revdex.com as well as my contact info they have it would be greatif they are contacting me a cell phone, I travel tremendously at work, so I may not have signal which may cause lack of communicationsif they are receiving my sons info through third party perticipants, those third party people need to be held liable for how they get his infoi will not rest until I know without doubt no one from any of these agencies will obtain sell, etcmy sons info againi am a mother protecting her child with all the extents the law enfforcement will allow, including but not limited to courti will not have the buck passed where his safety is my concernthank you Regards, [redacted] ***
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that his issue has been resolved, and he no longer intends on using the NetSpend cardNetSpend appreciates Mr [redacted] informing us that his concerns have been resolvedWe regret that he will no longer use our productsWe 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would like to thank Revdex.com I didn't feel like I was going get my money without your help so thank you Regards, [redacted]
Monday, September 12, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on our card packaging Mr [redacted] attempted to activate his new account on September 5, 2016, but the information on the account was already registered in someone else’s name We requested Mr [redacted] to provide copies of his identification documents to verify his identity and the original purchase receipt confirming that he purchased the cardA member of our Corporate Response Team spoke with Mr [redacted] on September to assist with his card activation Mr [redacted] provided some of his identification documentation, but they were insufficient to activate his card We updated the name on his account and requested a refund check to Mr [redacted] address He should receive this check within business days.We 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
Complaint: [redacted] I am rejecting this response because: I did respond to the agent and he acknowledged the response with a response of his own The agent also DID NOT CONTACT ME AT THE EMAIL I PROVIDED FOR THE COMPLAINT but instead used a different email He also marked this after I had sent him the email, trying to tell you that I hadn't responded when in fact I had I can only assume he was trying to avoid having to actually communicate with me I also mentioned in my response that no one has addressed the fees that I have incurred because of their problems and he yet again ignored that It just seems to be a repeat of the customer service I experienced that led to the complaint in the first place It is also STILL NOT FIXED on my account Regards, [redacted]
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a resolution on his open disputes claim for a transaction that did not go through in the storeOn the tenth business day of Mr***’s disputes claim, a provisional credit was issued for the transaction with [redacted] in the amount of $ The claim is still ongoing with our Disputes Department, and will be resolved by December 21, No further action will be required by the resolution date as long as the claim is successfully wonNetSpend understands that the disputes process can take some time to resolve, and we appreciate Mr***’s patience as we strive to recover his fundsWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, January 27, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his Card Account closure and dispute claim On January 9, 2017, Mr [redacted] contacted our Customer Service Department to dispute unauthorized transactions that posted to his Card Account We immediately blocked his Card Account to prevent any further unauthorized usage and ordered him a replacement We opened dispute claim number [redacted] and began our investigation We also informed Mr [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on January 24, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision will be mailed to Mr [redacted] address on file During the investigation of Mr [redacted] claim, we identified several risk factors associated with his Card AccountDue to these concerns, we have closed his Card Account and we are no longer able to offer him products managed by Netspend.We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.Mr [redacted] has been provided 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 the fees associated with her new account On April 4, 2016, Ms [redacted] purchased an Ace Elite NetSpend card On August 29, she contacted us to activate her personalized cardThe default fee plan is a Pay As You Go, if the alternative monthly Fee Advantage plan is not selected Ms [redacted] direct deposit arrived to the account on September and she began using her card for purchases The Pay As You Go fee plan charges a $fee for signature purchases and a $fee for purchase using the PIN This was according to the selected fee plan In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September 22, to discuss the fees associated with her account We subscribed her to the monthly $Fee Advantage plan and, as a courtesy, we refunded all the transaction fees she was charged since her account was opened We apologize for the service that Ms [redacted] experienced with our Customer Service Department regarding the wait time and information provided We have reported this incident to the management staff of the customer service agents she spoke with We 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe person who called me was very pleasant and sincereI appreciate them working with me on this Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimsOn June 29, 2016, someone claiming to be Ms [redacted] contacted us to report her card as stolen and to transfer funds to another NetSpend account We immediately blocked Ms [redacted] ’s card and ordered a replacement cardThe person claiming to be Ms [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer Another transfer of funds occurred on June 30, after this Ms [redacted] contacted us to report that the transfer of funds was not authorized by her We immediately opened dispute claims and began our investigation A block was also placed on Ms [redacted] ’s account to prevent any additional unauthorized activityOn July 15, we concluded our investigation of Ms [redacted] ’s claim [redacted] and provided her full reimbursement for the unauthorized transferA member of our Corporate Response Team reached out to Ms [redacted] on July to discuss her second dispute claim [redacted] After our re-investigation of dispute claim [redacted] , we issued full reimbursement for the unauthorized transfer We understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure productAdditionally, our Risk Management Team closed Ms [redacted] ’s account on July due to risk factors that were identified during our investigationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend A check for the remaining balance has been mailed to Ms [redacted] ’s address and should be received within 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] ***Mr [redacted] states that his card was blocked and he had no access to his fundsHe wants the fees returned to his cardOn May 2, 2015, PayPal Ebay collected $from Mr***’s cardHe disputed that charge on May 12th as card compromisedWe blocked the card immediately as a protection and ordered him a replacementWe informed him that we would provide an update for the disputes claim within ten business days, May 27thNo letter of disputes was received to explain the circumstances pertaining to his claimThe provisional credit was denied on the tenth business dayThe next status update on his disputes claim will be on June 26thNetSpend understands the disputes process can be a lengthy oneWe appreciate Mr***’s patience while we attempt to retrieve his fundsWe have provided him 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 a Netspend Prepaid MasterCard her son, [redacted] ***, 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 recipient If the recipient cannot be verified, then the offer cannot be activated Netspend is a prepaid debit card product and not an extension of a line of creditA credit check is not required or processed when a customer purchases or requests a Netspend prepaid debit card account A member of our Corporate Office reached out to Ms [redacted] on March 15, to discuss the card offer her son received We permanently blocked the card offer and have also removed her son’s name and address from our mailing list and he should not receive any future offers from any Netspend managed programs Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe provided Ms [redacted] with this information once we receive it We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Monday, November 27, To 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 accountWe’ve reviewed Ms [redacted] ’s dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on November 21, by way of telephoneWe informed Ms [redacted] by email of our actions to resolve her 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her dispute claims Our Disputes Department closed Ms [redacted] ’s claim against [redacted] on March 17th, as they did not find an error occurred on the disputed transactions and no funds were credited to her account The merchant provided documents to validate their claim to the funds We communicated with Ms [redacted] on March 25th by email and she informed us that she attempted to return the merchandise back to the merchant because it was not what she ordered, but they would not provide a return address If she does obtain an address and method to return the product to the merchant, [redacted] can credit her directlyIn accordance with the terms of Ms [redacted] ’s card, NetSpend does not warranty goods and services from merchants We are not responsible for the quality, safety, legality or any other aspect of any goods or services that may be purchased with the card or virtual account We regret any inconvenience that Ms [redacted] experienced while disputing the merchant chargesShe has 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 refund for a NetSpend cardWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that this is not a gift cardIn lieu of sending in his identity documents, Mr [redacted] requested a refund check for the remaining account balance to be mailed to his address on file on May 3, He contacted our Customer Service on May 16, to inform us that he had not received the refund checkWe advised that a replacement refund check could be requested after May Upon receiving his complaint, we spoke with Mr [redacted] on May to discuss options for gaining access to his fundsMr [redacted] provided his identity documents in order to get his account approvedWe requested a stop payment on his refund check and returned the funds to his account balanceMr [redacted] ’s temporary card was unblocked and we mailed a personalized card that he will receive within – business daysMr [redacted] has been provided my contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Regards, [redacted]
Wednesday, June 8, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn February 29, Ms [redacted] logged onto her online account center to report an overcharged transaction on her account We promptly opened a dispute claim and began our investigation On March 14, we determined that she was not eligible for provisional credit, but we are continued our efforts to investigate the claim On April 29, we concluded our investigation with no credit being issued to Ms***’s account because the merchant provided documentation that validated the transaction was authorized Upon receipt of her complaint, we reached out to Ms***’s on June to discuss her dispute claim We explained that the merchant validated the transaction and advised a letter detailing our investigation will be mailed to her address on file She should receive this within 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 Team NetSpend A TSYS Company
Wednesday, November 29, 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 was handled correctly The disputed transaction was reported out of timeframe, more than days since its occurrence We attempted to reach Ms [redacted] by way of telephone on November 24, and 29, 2017, but unfortunately, we were unable to speak with her We informed Ms [redacted] by email of our actions to resolve her complaint 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 matterThank 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 a block that was placed on her existing and new account She’s requesting to be reimbursed for the remaining funds on both cards In an effort to protect NetSpend cardholders, Our Risk Management Team regularly monitors their accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the closing of Ms [redacted] ’ accounts on October 16, She is no longer eligible for NetSpend services due to the risk factors that were identifiedA request has been submitted to send the refund checks to Ms [redacted] for the remaining funds on her two accounts On November 2nd, we spoke with Ms [redacted] , and she informed us that she has only received one of the checks Ms [redacted] ’ second check was mailed on October 29th, and she will receive it within business days We regret the inconvenience that Ms [redacted] has experienced as a result of her account closure We 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
Friday, March 16, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe were unable to locate her card offer or research the complaint using the information providedNetspend relies on affiliate marketing services as a source for reaching potential new customers and it is possible your child’s information was acquired through these business relationshipsBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from consumers that indicate they are years of age or older, and have received permission to share it with us.Steps are taken through the identification process to further ensure that a person under cannot activate the offersThe offer is not active and cannot be used unless activatedDuring activation Netspend verifies the identity of the person activating the offer (including asking for a Social Security number) to ensure that the card offer can only be used by the intended recipient, and that the person activating the offer is at least years oldIf the recipient’s identity cannot be verified or they are under 18, the activation attempt is rejected.We attempted to reach Ms [redacted] by phone and email on March and March 15, but unfortunately, we were unable to speak with herMs [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Ms [redacted] again on March 19.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 Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I want to know how to stop third party people from getting my minor childs infothe matter isnt resovled just post-poned, and I have not recived any contact info from this buisnessif they could kindly send it in a response where it is legally noted through the Revdex.com as well as my contact info they have it would be greatif they are contacting me a cell phone, I travel tremendously at work, so I may not have signal which may cause lack of communicationsif they are receiving my sons info through third party perticipants, those third party people need to be held liable for how they get his infoi will not rest until I know without doubt no one from any of these agencies will obtain sell, etcmy sons info againi am a mother protecting her child with all the extents the law enfforcement will allow, including but not limited to courti will not have the buck passed where his safety is my concernthank you Regards, [redacted] ***
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that his issue has been resolved, and he no longer intends on using the NetSpend cardNetSpend appreciates Mr [redacted] informing us that his concerns have been resolvedWe regret that he will no longer use our productsWe 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would like to thank Revdex.com I didn't feel like I was going get my money without your help so thank you Regards, [redacted]
Monday, September 12, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on our card packaging Mr [redacted] attempted to activate his new account on September 5, 2016, but the information on the account was already registered in someone else’s name We requested Mr [redacted] to provide copies of his identification documents to verify his identity and the original purchase receipt confirming that he purchased the cardA member of our Corporate Response Team spoke with Mr [redacted] on September to assist with his card activation Mr [redacted] provided some of his identification documentation, but they were insufficient to activate his card We updated the name on his account and requested a refund check to Mr [redacted] address He should receive this check within business days.We 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
Complaint: [redacted] I am rejecting this response because: I did respond to the agent and he acknowledged the response with a response of his own The agent also DID NOT CONTACT ME AT THE EMAIL I PROVIDED FOR THE COMPLAINT but instead used a different email He also marked this after I had sent him the email, trying to tell you that I hadn't responded when in fact I had I can only assume he was trying to avoid having to actually communicate with me I also mentioned in my response that no one has addressed the fees that I have incurred because of their problems and he yet again ignored that It just seems to be a repeat of the customer service I experienced that led to the complaint in the first place It is also STILL NOT FIXED on my account Regards, [redacted]
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a resolution on his open disputes claim for a transaction that did not go through in the storeOn the tenth business day of Mr***’s disputes claim, a provisional credit was issued for the transaction with [redacted] in the amount of $ The claim is still ongoing with our Disputes Department, and will be resolved by December 21, No further action will be required by the resolution date as long as the claim is successfully wonNetSpend understands that the disputes process can take some time to resolve, and we appreciate Mr***’s patience as we strive to recover his fundsWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, January 27, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his Card Account closure and dispute claim On January 9, 2017, Mr [redacted] contacted our Customer Service Department to dispute unauthorized transactions that posted to his Card Account We immediately blocked his Card Account to prevent any further unauthorized usage and ordered him a replacement We opened dispute claim number [redacted] and began our investigation We also informed Mr [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on January 24, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision will be mailed to Mr [redacted] address on file During the investigation of Mr [redacted] claim, we identified several risk factors associated with his Card AccountDue to these concerns, we have closed his Card Account and we are no longer able to offer him products managed by Netspend.We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.Mr [redacted] has been provided 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 the fees associated with her new account On April 4, 2016, Ms [redacted] purchased an Ace Elite NetSpend card On August 29, she contacted us to activate her personalized cardThe default fee plan is a Pay As You Go, if the alternative monthly Fee Advantage plan is not selected Ms [redacted] direct deposit arrived to the account on September and she began using her card for purchases The Pay As You Go fee plan charges a $fee for signature purchases and a $fee for purchase using the PIN This was according to the selected fee plan In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September 22, to discuss the fees associated with her account We subscribed her to the monthly $Fee Advantage plan and, as a courtesy, we refunded all the transaction fees she was charged since her account was opened We apologize for the service that Ms [redacted] experienced with our Customer Service Department regarding the wait time and information provided We have reported this incident to the management staff of the customer service agents she spoke with We 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe person who called me was very pleasant and sincereI appreciate them working with me on this Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimsOn June 29, 2016, someone claiming to be Ms [redacted] contacted us to report her card as stolen and to transfer funds to another NetSpend account We immediately blocked Ms [redacted] ’s card and ordered a replacement cardThe person claiming to be Ms [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer Another transfer of funds occurred on June 30, after this Ms [redacted] contacted us to report that the transfer of funds was not authorized by her We immediately opened dispute claims and began our investigation A block was also placed on Ms [redacted] ’s account to prevent any additional unauthorized activityOn July 15, we concluded our investigation of Ms [redacted] ’s claim [redacted] and provided her full reimbursement for the unauthorized transferA member of our Corporate Response Team reached out to Ms [redacted] on July to discuss her second dispute claim [redacted] After our re-investigation of dispute claim [redacted] , we issued full reimbursement for the unauthorized transfer We understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure productAdditionally, our Risk Management Team closed Ms [redacted] ’s account on July due to risk factors that were identified during our investigationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend A check for the remaining balance has been mailed to Ms [redacted] ’s address and should be received within 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] ***Mr [redacted] states that his card was blocked and he had no access to his fundsHe wants the fees returned to his cardOn May 2, 2015, PayPal Ebay collected $from Mr***’s cardHe disputed that charge on May 12th as card compromisedWe blocked the card immediately as a protection and ordered him a replacementWe informed him that we would provide an update for the disputes claim within ten business days, May 27thNo letter of disputes was received to explain the circumstances pertaining to his claimThe provisional credit was denied on the tenth business dayThe next status update on his disputes claim will be on June 26thNetSpend understands the disputes process can be a lengthy oneWe appreciate Mr***’s patience while we attempt to retrieve his fundsWe have provided him 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 a Netspend Prepaid MasterCard her son, [redacted] ***, 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 recipient If the recipient cannot be verified, then the offer cannot be activated Netspend is a prepaid debit card product and not an extension of a line of creditA credit check is not required or processed when a customer purchases or requests a Netspend prepaid debit card account A member of our Corporate Office reached out to Ms [redacted] on March 15, to discuss the card offer her son received We permanently blocked the card offer and have also removed her son’s name and address from our mailing list and he should not receive any future offers from any Netspend managed programs Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe provided Ms [redacted] with this information once we receive it We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Monday, November 27, To 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 accountWe’ve reviewed Ms [redacted] ’s dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on November 21, by way of telephoneWe informed Ms [redacted] by email of our actions to resolve her 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her dispute claims Our Disputes Department closed Ms [redacted] ’s claim against [redacted] on March 17th, as they did not find an error occurred on the disputed transactions and no funds were credited to her account The merchant provided documents to validate their claim to the funds We communicated with Ms [redacted] on March 25th by email and she informed us that she attempted to return the merchandise back to the merchant because it was not what she ordered, but they would not provide a return address If she does obtain an address and method to return the product to the merchant, [redacted] can credit her directlyIn accordance with the terms of Ms [redacted] ’s card, NetSpend does not warranty goods and services from merchants We are not responsible for the quality, safety, legality or any other aspect of any goods or services that may be purchased with the card or virtual account We regret any inconvenience that Ms [redacted] experienced while disputing the merchant chargesShe has 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 refund for a NetSpend cardWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that this is not a gift cardIn lieu of sending in his identity documents, Mr [redacted] requested a refund check for the remaining account balance to be mailed to his address on file on May 3, He contacted our Customer Service on May 16, to inform us that he had not received the refund checkWe advised that a replacement refund check could be requested after May Upon receiving his complaint, we spoke with Mr [redacted] on May to discuss options for gaining access to his fundsMr [redacted] provided his identity documents in order to get his account approvedWe requested a stop payment on his refund check and returned the funds to his account balanceMr [redacted] ’s temporary card was unblocked and we mailed a personalized card that he will receive within – business daysMr [redacted] has been provided my contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company