Complaint: [redacted] I am rejecting this response because: After speaking to [redacted] from the corporate office which he was very respectful unlike the staff I was told the exact same thing that I was told before submitting the complaintMoving forward I will not have business with the company Regards and Thank you [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe reviewed Ms [redacted] card account and 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 them The requirement to obtain this information is presented on the card packaging prior to purchase and within the terms and conditions that are provided with the cardOur records confirm that Ms [redacted] direct deposit was returned to the originator on May 17, Once a deposit is returned, it can take up to business days to be receivedWe attempted to reach Ms [redacted] on May 24, by way of telephone and email but unfortunately, were unable to speak with herWe sent Ms [redacted] an email outlining our actions to resolve her complaint If a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Thursday, March 22, To Whom It May Concern: Thank you for forwarding Ms [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 cardholder agreements that customers receive when opening an accountWe have reviewed Ms [redacted] ’ dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on March 22, by telephoneWe emailed Ms [redacted] the details outlining 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint to usOn October 30, 2017, three of Ms [redacted] ’ Card Accounts, managed by Netspend, were closed by the issuing bank, The Bancorp Bank, because high risk account activity was identifiedThe specific high risk factors that triggered the closure are not disclosed to consumers for security purposes We mailed you three refund checks, on November 15, 2017, for the remaining balance on the Card Accounts that were closed You should receive the checks within business days As you requested, we addressed this matter directly with Ms [redacted] on November by way of mailWe provided her with further insight on the account closure processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] [redacted] states that NetSpend has not released her funds to herShe wants the funds released that have been held for forty daysNew and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations [redacted] ’ account triggered a block caused by our Risk Management Department on April 4, The details that triggered the block are kept internal for security reasonsIn order to remove the block, our Risk Management Department requested documents to validate her identityNo documents were received, but [redacted] requested the account to be closed and send her the remaining fundsWe mailed a check for the remaining funds on [redacted] ’ account on April 9thThat check was returned to us due to invalid information on May 5thHer address was validated and a second check was mailed to her on May 14thNetSpend regrets the inconvenience [redacted] experienced while waiting on her checkShe has been given my 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] states that she did not receive the requested account history in the – hours quoted to herShe wants the history sent to herOn May 20, 2015, Ms [redacted] requested the account history for her NetSpend cardWe told her she would receive the history in – business hoursWe emailed the history to her on May 25thWe later confirmed with Ms [redacted] that the document was received for the purpose she intendedNetSpend regrets the inconvenience Ms [redacted] experienced while waiting on the account historyShe has been given my 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 block on her account that was caused by a merchant refundShe’s requesting access to her funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 15, 2015, a systemic block was placed on Ms [redacted] account after [redacted] credited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the VISA processing rulesThe merchant can also reverse the credit and issue the funds to Ms [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Ms [redacted] document on December 3rd and removed the account block On December 3rd, we spoke with Ms [redacted] and she advised that her concerns are resolvedNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her account She has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
[redacted] : I was contacted by an agent from NetSpend in reference to complaint ID [redacted] The agent talked to me in detail and I determined that when I attempted to activate the card through the NetSpend website, my Chrome browser auto-filled in the organization name that I do volunteer work forApparently NetSpend's website software accepts all the auto-filled data as soon as you advance to the next data entry field It does this even though I corrected the auto-filled in data in subsequent steps This is a major software flaw It means you can't correct the auto-filed data as it gets transmitted to their database once you advance to the next data entry field So with a design like this how do you correct typos or incorrect data that is auto-filled in the rest of the fields? While I understand the explanation of what happened in my case, I am not satisfied with NetSpend and their activation website I think this flaw exists as a means to profit from the errors and correction efforts that ensue as the result of the card being locked when the activation name and information cannot be verified by their system This is what happened to me and the card cannot be corrected so that it can be used to make purchases online.So am I satisfied? The answer is no NetSpend needs to correct their activation software to work as any other online website operates I believe the software bug exists as a way to make more money from their customersI really urge the [redacted] to investigate this problem Regards, Gary Lee
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received due to an incorrect address He’s requesting to receive a NetSpend card On January 19, 2016, Mr [redacted] ordered a new NetSpend card while processing his tax refund through Turbo Tax He contacted us on February 2nd to inform us that he did not receive his card We ordered him an expedited card that day He received that card and activated it on February 8th We reached out to Mr [redacted] on February 8th by telephone and email We have not spoken with him, but will assist him when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with receiving the card to his addressHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
MrCampbell, I tried phoning you yesterday, but the call went straight to your voicemail I'm not sure what PVC stands for, so that information was useless to meI'm available by phone before 8:00am Pacific Time and after 3:30pmI'm a teacher SLAC turned out to be a fraudulent corporation and stole my moneyI contacted PayPal Prepaid Credit as soon as I knewI was never informed about any other paper work needed to receive my temporary creditI desperately need the credit to take care of the student loan that SLAC had falsely agreed to handleAccording to MasterCard I'm only responsible for $of any fraudulent chargesI would like my credit while you deal with SLACThis is the reason I use the cardFor protectionI don't see Netspend protecting the consumerPlease credit my card immediatelyThank you MsStephanie [redacted]
Monday, September 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds from her nephew’s accountWe 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 purchaseOur packaging also informs that the person activating the card must be at least years of ageOn August 27, 2016, Ms [redacted] nephew attempted to activate his new NetSpend card, but his identity information could not be automatically verifiedWe requested him to provide copies of his identification documents to verify his identity manuallyIn response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September regarding her nephew’s accountOur Risk Department also reviewed the account information and requested that documents be sent to verify the identity of the cardholderSince Ms [redacted] does not want to provide documents, we requested a refund check to be mailed to the address on fileHer nephew will receive a check for the remaining funds on the account within ten business daysWe have provided Ms [redacted] 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] Mr [redacted] states his card was blocked without his permission after inquiring about a transactionMr [redacted] contacted us on January 13, to inquire about a transaction that was made with his card The agent misunderstood his request and blocked his card We were able to assist Mr [redacted] with accessing his funds on January 15th On January 2016, we reached out to Mr [redacted] by telephone and email We have not had the opportunity to speak with him yet, but will assist with his concerns when he returns our callNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his cardHe has been provided with my contact information should he have any further questions or concernsThank 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] ***Ms [redacted] states that she sent in documents to validate her identity in efforts to activate her NetSpend cardShe’s requesting to activate her NetSpend cardFederal 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, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardWe notify the consumer of this information on the outside of our card packaging.On September 24, 2015, we reached out to Ms [redacted] by telephone and emailWe have yet to speak with her concerning the documents that she’s sent NetSpend to verify her identityWe have approved some of the documents received by Ms***, but we still need the document that validates her physical addressWe have emailed Ms [redacted] a list of acceptable documents that she can send us to validate her addressUntil we receive the appropriate documents, our Risk Department has blocked Ms***’ account after receiving multiple documents that are not accepted to approve her accountOnce she calls us back, we will assist herNetSpend regrets the inconvenience that Ms [redacted] has experienced while attempting to activate her cardWe 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 her dispute claim As you requested, we addressed this matter directly with Ms [redacted] on April 20, 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 cardholders concernMs [redacted] has been provided our direct contact information should she 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] Ms [redacted] states that she was asked to send documents to activate her cardShe wants her money refundedTo 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, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingOn May 29, 2015, Ms [redacted] provided information while attempting to activate her card, but it could not be verified automaticallyWe requested identity documentation so we could fully activate her cardThe documents received were not acceptable to fully activate the cardThe next day, May 30th, our Risk Department closed her account and requested the funds to be mailed to her in a checkHer information was reviewed again and verified on June 1, That day her card was activated for useNetSpend regrets the inconvenience that Ms [redacted] experienced while trying to activate the cardShe has been given my contact information should she have any further 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] ***Mr [redacted] states that his account was closed, and NetSpend is sending his funds to the Social Security AdministrationHe’s requesting access to his fundsAs mentioned in our response to Mr***’s complaint [redacted] , Our Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr***’s accounts on August 5, Mr [redacted] is no longer eligible for NetSpend services as a result of these risk factorsWe are unable to disclose our methods in determining risk factors, for security purposesOn September 24, 2015, we spoke with Mr [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2ndNetSpend no longer has the fundsNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his account closureWe 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 a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she rejects our response because our disputes investigation was unfairShe wants the disputes claim reopened and settled in her favorAs mentioned in our previous response, Ms [redacted] ’s disputes claim is closed with no error found on the transactions that were disputed, and we have sent her documents that supported our claim decisionThis information was relayed to Ms [redacted] on Revdex.com case # Ms [redacted] ’s mother isn’t listed on the account and was not associated with any part of the investigation for her disputes claimWe suggest that Ms [redacted] works with law enforcement in efforts to pursue further investigation of who compromised her accountLaw enforcement can properly pursue anyone that is responsible for stealing funds from Ms [redacted] ’s cardCriminal prosecution is not a part of NetSpend’s claim investigationNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the disputes decisionWe have provided her with our contact information should she 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 me Still sending credit cards active or not through the mail is unsafe at best, I'm currently a victim of identity theft from a group much like this companyThey should practice better customer protection especially when the customer hasent been notified they are a customer Regards, [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his account On March 2, 2016, Mr [redacted] temporary card was purchased from a retail storeMr [redacted] called to activate his card on August 31, Our Customer Service Department advised Mr [redacted] that his temporary card had expired and ordered him a replacement card He was also informed of the maintenance fees associated with his accountIn response to his communication, we reached out to Mr [redacted] , but unfortunately, we were unable to speak with him We reimbursed his account maintenance fees and restored his account balance to the original amount 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.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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn June 5, 2016, Mr [redacted] reported unauthorized transactions that posted to his accountWe immediately blocked his card to prevent any additional unauthorized use and ordered a replacement We opened a dispute claim and promptly began our investigation We also informed Mr [redacted] of the investigation timeframes afforded under Regulation E.On July 20, we concluded our investigation with no credit being issued to Mr [redacted] account because we did not find an error occurred Based on our investigation, we have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions We reached out to Mr [redacted] on July to discuss the results of his dispute claimA letter detailing the results of our investigation will be mailed to his address on file He should receive this letter within ten business days.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 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: After speaking to [redacted] from the corporate office which he was very respectful unlike the staff I was told the exact same thing that I was told before submitting the complaintMoving forward I will not have business with the company Regards and Thank you [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe reviewed Ms [redacted] card account and 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 them The requirement to obtain this information is presented on the card packaging prior to purchase and within the terms and conditions that are provided with the cardOur records confirm that Ms [redacted] direct deposit was returned to the originator on May 17, Once a deposit is returned, it can take up to business days to be receivedWe attempted to reach Ms [redacted] on May 24, by way of telephone and email but unfortunately, were unable to speak with herWe sent Ms [redacted] an email outlining our actions to resolve her complaint If a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Thursday, March 22, To Whom It May Concern: Thank you for forwarding Ms [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 cardholder agreements that customers receive when opening an accountWe have reviewed Ms [redacted] ’ dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on March 22, by telephoneWe emailed Ms [redacted] the details outlining 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint to usOn October 30, 2017, three of Ms [redacted] ’ Card Accounts, managed by Netspend, were closed by the issuing bank, The Bancorp Bank, because high risk account activity was identifiedThe specific high risk factors that triggered the closure are not disclosed to consumers for security purposes We mailed you three refund checks, on November 15, 2017, for the remaining balance on the Card Accounts that were closed You should receive the checks within business days As you requested, we addressed this matter directly with Ms [redacted] on November by way of mailWe provided her with further insight on the account closure processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] [redacted] states that NetSpend has not released her funds to herShe wants the funds released that have been held for forty daysNew and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations [redacted] ’ account triggered a block caused by our Risk Management Department on April 4, The details that triggered the block are kept internal for security reasonsIn order to remove the block, our Risk Management Department requested documents to validate her identityNo documents were received, but [redacted] requested the account to be closed and send her the remaining fundsWe mailed a check for the remaining funds on [redacted] ’ account on April 9thThat check was returned to us due to invalid information on May 5thHer address was validated and a second check was mailed to her on May 14thNetSpend regrets the inconvenience [redacted] experienced while waiting on her checkShe has been given my 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] states that she did not receive the requested account history in the – hours quoted to herShe wants the history sent to herOn May 20, 2015, Ms [redacted] requested the account history for her NetSpend cardWe told her she would receive the history in – business hoursWe emailed the history to her on May 25thWe later confirmed with Ms [redacted] that the document was received for the purpose she intendedNetSpend regrets the inconvenience Ms [redacted] experienced while waiting on the account historyShe has been given my 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 block on her account that was caused by a merchant refundShe’s requesting access to her funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 15, 2015, a systemic block was placed on Ms [redacted] account after [redacted] credited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the VISA processing rulesThe merchant can also reverse the credit and issue the funds to Ms [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Ms [redacted] document on December 3rd and removed the account block On December 3rd, we spoke with Ms [redacted] and she advised that her concerns are resolvedNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her account She has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
[redacted] : I was contacted by an agent from NetSpend in reference to complaint ID [redacted] The agent talked to me in detail and I determined that when I attempted to activate the card through the NetSpend website, my Chrome browser auto-filled in the organization name that I do volunteer work forApparently NetSpend's website software accepts all the auto-filled data as soon as you advance to the next data entry field It does this even though I corrected the auto-filled in data in subsequent steps This is a major software flaw It means you can't correct the auto-filed data as it gets transmitted to their database once you advance to the next data entry field So with a design like this how do you correct typos or incorrect data that is auto-filled in the rest of the fields? While I understand the explanation of what happened in my case, I am not satisfied with NetSpend and their activation website I think this flaw exists as a means to profit from the errors and correction efforts that ensue as the result of the card being locked when the activation name and information cannot be verified by their system This is what happened to me and the card cannot be corrected so that it can be used to make purchases online.So am I satisfied? The answer is no NetSpend needs to correct their activation software to work as any other online website operates I believe the software bug exists as a way to make more money from their customersI really urge the [redacted] to investigate this problem Regards, Gary Lee
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received due to an incorrect address He’s requesting to receive a NetSpend card On January 19, 2016, Mr [redacted] ordered a new NetSpend card while processing his tax refund through Turbo Tax He contacted us on February 2nd to inform us that he did not receive his card We ordered him an expedited card that day He received that card and activated it on February 8th We reached out to Mr [redacted] on February 8th by telephone and email We have not spoken with him, but will assist him when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with receiving the card to his addressHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
MrCampbell, I tried phoning you yesterday, but the call went straight to your voicemail I'm not sure what PVC stands for, so that information was useless to meI'm available by phone before 8:00am Pacific Time and after 3:30pmI'm a teacher SLAC turned out to be a fraudulent corporation and stole my moneyI contacted PayPal Prepaid Credit as soon as I knewI was never informed about any other paper work needed to receive my temporary creditI desperately need the credit to take care of the student loan that SLAC had falsely agreed to handleAccording to MasterCard I'm only responsible for $of any fraudulent chargesI would like my credit while you deal with SLACThis is the reason I use the cardFor protectionI don't see Netspend protecting the consumerPlease credit my card immediatelyThank you MsStephanie [redacted]
Monday, September 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds from her nephew’s accountWe 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 purchaseOur packaging also informs that the person activating the card must be at least years of ageOn August 27, 2016, Ms [redacted] nephew attempted to activate his new NetSpend card, but his identity information could not be automatically verifiedWe requested him to provide copies of his identification documents to verify his identity manuallyIn response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September regarding her nephew’s accountOur Risk Department also reviewed the account information and requested that documents be sent to verify the identity of the cardholderSince Ms [redacted] does not want to provide documents, we requested a refund check to be mailed to the address on fileHer nephew will receive a check for the remaining funds on the account within ten business daysWe have provided Ms [redacted] 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] Mr [redacted] states his card was blocked without his permission after inquiring about a transactionMr [redacted] contacted us on January 13, to inquire about a transaction that was made with his card The agent misunderstood his request and blocked his card We were able to assist Mr [redacted] with accessing his funds on January 15th On January 2016, we reached out to Mr [redacted] by telephone and email We have not had the opportunity to speak with him yet, but will assist with his concerns when he returns our callNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his cardHe has been provided with my contact information should he have any further questions or concernsThank 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] ***Ms [redacted] states that she sent in documents to validate her identity in efforts to activate her NetSpend cardShe’s requesting to activate her NetSpend cardFederal 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, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardWe notify the consumer of this information on the outside of our card packaging.On September 24, 2015, we reached out to Ms [redacted] by telephone and emailWe have yet to speak with her concerning the documents that she’s sent NetSpend to verify her identityWe have approved some of the documents received by Ms***, but we still need the document that validates her physical addressWe have emailed Ms [redacted] a list of acceptable documents that she can send us to validate her addressUntil we receive the appropriate documents, our Risk Department has blocked Ms***’ account after receiving multiple documents that are not accepted to approve her accountOnce she calls us back, we will assist herNetSpend regrets the inconvenience that Ms [redacted] has experienced while attempting to activate her cardWe 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 her dispute claim As you requested, we addressed this matter directly with Ms [redacted] on April 20, 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 cardholders concernMs [redacted] has been provided our direct contact information should she 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] Ms [redacted] states that she was asked to send documents to activate her cardShe wants her money refundedTo 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, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingOn May 29, 2015, Ms [redacted] provided information while attempting to activate her card, but it could not be verified automaticallyWe requested identity documentation so we could fully activate her cardThe documents received were not acceptable to fully activate the cardThe next day, May 30th, our Risk Department closed her account and requested the funds to be mailed to her in a checkHer information was reviewed again and verified on June 1, That day her card was activated for useNetSpend regrets the inconvenience that Ms [redacted] experienced while trying to activate the cardShe has been given my contact information should she have any further 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] ***Mr [redacted] states that his account was closed, and NetSpend is sending his funds to the Social Security AdministrationHe’s requesting access to his fundsAs mentioned in our response to Mr***’s complaint [redacted] , Our Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr***’s accounts on August 5, Mr [redacted] is no longer eligible for NetSpend services as a result of these risk factorsWe are unable to disclose our methods in determining risk factors, for security purposesOn September 24, 2015, we spoke with Mr [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2ndNetSpend no longer has the fundsNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his account closureWe 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 a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she rejects our response because our disputes investigation was unfairShe wants the disputes claim reopened and settled in her favorAs mentioned in our previous response, Ms [redacted] ’s disputes claim is closed with no error found on the transactions that were disputed, and we have sent her documents that supported our claim decisionThis information was relayed to Ms [redacted] on Revdex.com case # Ms [redacted] ’s mother isn’t listed on the account and was not associated with any part of the investigation for her disputes claimWe suggest that Ms [redacted] works with law enforcement in efforts to pursue further investigation of who compromised her accountLaw enforcement can properly pursue anyone that is responsible for stealing funds from Ms [redacted] ’s cardCriminal prosecution is not a part of NetSpend’s claim investigationNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the disputes decisionWe have provided her with our contact information should she 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 me Still sending credit cards active or not through the mail is unsafe at best, I'm currently a victim of identity theft from a group much like this companyThey should practice better customer protection especially when the customer hasent been notified they are a customer Regards, [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his account On March 2, 2016, Mr [redacted] temporary card was purchased from a retail storeMr [redacted] called to activate his card on August 31, Our Customer Service Department advised Mr [redacted] that his temporary card had expired and ordered him a replacement card He was also informed of the maintenance fees associated with his accountIn response to his communication, we reached out to Mr [redacted] , but unfortunately, we were unable to speak with him We reimbursed his account maintenance fees and restored his account balance to the original amount 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.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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn June 5, 2016, Mr [redacted] reported unauthorized transactions that posted to his accountWe immediately blocked his card to prevent any additional unauthorized use and ordered a replacement We opened a dispute claim and promptly began our investigation We also informed Mr [redacted] of the investigation timeframes afforded under Regulation E.On July 20, we concluded our investigation with no credit being issued to Mr [redacted] account because we did not find an error occurred Based on our investigation, we have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions We reached out to Mr [redacted] on July to discuss the results of his dispute claimA letter detailing the results of our investigation will be mailed to his address on file He should receive this letter within ten business days.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 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