Friday, November 3, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on October 27, by way of telephoneThe email correspondence we sent on November 3, outlined 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 complaint # [redacted] filed with your office by [redacted] concerning a card given to her as a gift that she could not activateShe’s requesting a refund to be sent to her or her mother 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, 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 In addition, we inform the customer on the front of the package that this is not a Gift Card On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns We confirmed her information and requested a check that she will receive within the next ten business days NetSpend regrets the inconvenience that Ms [redacted] has experienced with our productWe 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
Thursday, March 02, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the transfer of funds from his Card Account On February 22, 2017, Mr [redacted] contacted our Customer Service Department to transfer funds from his Card Account ending in [redacted] to his Card Account ending in *** We assisted Mr [redacted] with the transfer of $1,and informed him to contact us back within hours to help him initiate a second transfer Mr [redacted] reached out to us the next day and a transfer of $1,was completed On February 25, Mr [redacted] attempted another transfer, but was informed he had reached the day transfer limit.A member of our Corporate Office contacted Mr [redacted] on March to assist with transferring his funds Our records show Mr [redacted] was able to initiate an additional transfer of $1, As a courtesy, we have reimbursed the transfer fees he was assessed to move the fundsWe apologize for the poor service that Mr [redacted] experienced with our Customer Service Department We have reported these incidents to the management staff of the customer service agents he spoke with.We provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her card that has not arrived She’s requesting reimbursement On February 9th, Ms [redacted] reported that she has not received her new cardWe were able to order a new card to her address and informed her it would take 7-business days to arriveThat same day, Ms [redacted] spoke with a representative in our customer service department and she was assisted with transferring her money to another account with NetSpendWe have made attempts to contact Ms [redacted] by phone and via email Unfortunately, we have not had the opportunity to speak with her Our records show that Ms [redacted] activated her replacement card on February 12th We have reversed the $transfer fee as a courtesy NetSpend regrets the inconvenience that Ms [redacted] went through concerning her card order request 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by Malik [redacted] concerning his new card that was blocked due to activity on a previous accountHe’s requesting his funds to be returned sooner than days Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of an account where Mr [redacted] was listed as a secondary cardholder on January 14, He is no longer eligible for NetSpend services and the factors that led to the account closure are kept internal for security reasons When Mr [redacted] attempted to activate his new card on January 26, 2016, our system blocked the account This new account was closed on January 28th, and Mr [redacted] will receive a check within ten business days We spoke with Mr [redacted] on February 3rd He informed us that he had no knowledge of a past account and it must have been a result of identity theft We suggested he contact the Federal Trade Commission (FTC) at [redacted] or by calling [redacted] The FTC will provide instructions on how to report ID theft to credit bureaus, FTC, police, and affected financial institutionsSince a tax refund was involved on the older account, we gave him information to file a claim with the IRS at www.irs.gov or by calling [redacted] NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account blockWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was unable to use her card to pay billsShe wants access to her moneyOn August 13, 2015, we spoke with Ms [redacted] concerning her expired temporary cardTemporary cards are good to use for days from the activation dateUpon successful activation of the temporary card, a personalized card is immediately ordered and sent to our cardholder’s address on fileMs [redacted] never received her personalized card that was mailed to her on March 6thHowever, she was able to pay her bill with the second card that we mailed her on August 4thNetSpend regrets the inconvenience that Ms [redacted] experienced due to not receiving her first card in the mailWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, July 7, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On June 29, 2016, Mr [redacted] contacted us to report an unauthorized transaction that occurred on his account on May We immediately blocked the card to prevent any further unauthorized useWe promptly opened a dispute claim and began our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation EWe spoke with Mr [redacted] on July 7, to discuss his dispute claimOn July 14, a provisional credit for the disputed amount was issued to MrKielbasinski’s account, while we continued our investigationThe dispute claim is scheduled to be finalized by the end of the business day on August The results of the investigation will be sent to Mr [redacted] in writing within three business days of completing our investigation Mr [redacted] has been provided our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I was not notified during this process that the card could not be unblocked and was forced card to spend additional money on a temporary card and to fund this new card then charged to get the money off the new card and even told that they were going to charge me to transfer my money from the original account to the new card after several more calls and countless hours on the phone only to have a different supervisor unblock the original card that several representatives and managers had told me I couldn't use and that they couldn't unblock I feel it was an unnecessary step to purchase a new card and cost me money to purchase fund and to get my money off of this should be refunded Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not receivedOn October 12, 2016, Ms [redacted] applied for a NetSpend account on our website and card ending with [redacted] was mailed to the address she provided On October 18, Ms [redacted] contacted our Customer Service Department because she had not received her card yetWe requested a new card ending with [redacted] to be expedited to Ms [redacted] address on fileOn October 19, we received a direct deposit for Ms [redacted] account The deposit went into a pending status because she had not activated her card Ms [redacted] verified her identity information with our Customer Service Department and the deposit was approved on October 21.Ms [redacted] later purchased a new account on October in order to transfer her direct deposit We advised that a transfer could not be completed because she has not activated a permanent card As a courtesy, we have refunded the fees Ms [redacted] incurred to her original accountOn October 24, Ms [redacted] contacted us again because she still had not receive the expedited card orderWe requested a new card ending with [redacted] to be delivered to the address on file within 7-business daysA member of our Corporate Response Team spoke with Ms [redacted] on October We confirmed that she still may receive her initial card order since it is within ten business days of it being orderedMs [redacted] contacted us back that same day and confirmed she received and activated card ending with ***We apologize for the misinformation that Ms [redacted] received from our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.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
Wednesday, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the blocks that were placed on her accounts She’s requesting the funds from her direct deposits to be expedited to her In an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms***’ accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesThe direct deposits arrived after her accounts were closed and were automatically returned to the senders on December 18th We reached out to Ms [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, January 4, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card AccountOn December 19, 2016, we received an authorization request from a merchant, Foot Locker, in the amount of $on Ms [redacted] ’ Card AccountShe contacted us on December 30, and reported the transaction was cancelledWe requested Ms [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the authorization in order to release the funds back into her available balance The next day, we reviewed the document sent by Ms [redacted] and we released the funds back to her Card Account balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On December 31, the pending authorization from Foot Locker was released back into Ms [redacted] available balance In response to her communication, a member of our Corporate Response Team reached out to Ms [redacted] on January 4, 2017, but we were unable to speak with her Ms [redacted] accessed her remaining funds on January We have provided Ms [redacted] with our contact information should she have any further questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Western Union card that was mailed to her that she did not orderShe’s requesting for NetSpend to remove her information from our system, and to not receive card offers going forward NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On January 22, 2016, we reached out to Ms [redacted] by telephone and email We have not had the opportunity to speak with her, but will address her concerns when she returns our callWe have canceled the card offer that was sent, and have updated our systems to prevent future card offers from being mailed to her address Additionally, we have submitted a request to our Marketing Department in order to confirm how Ms [redacted] ’s name and address was obtainedWe will convey that information to her once it is received We regret any inconvenience that Ms [redacted] experienced as a result of this card offerShe has been given 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 merchant transaction that has been reported as a scam On October 13, Ms [redacted] authorized her card to be charged by merchant, SUPPORTBUDDY for $Ms [redacted] discovered the company was a scam and contacted our Customer Service Department later the same day, to open a dispute claimOur agent informed Ms [redacted] the transaction was still pending status at the time and she would need to call back to dispute the charges once the merchant collected the fundsMs [redacted] contacted us on October 14, and we released the pending authorization back into her available balance; we advised Ms [redacted] that releasing the authorization is not a stop payment and if the merchant who, having received authorization for the transaction, completes the settlement process, she will have to call us to dispute the transaction On October 30, SUPPORTBUDDY posted the transaction to Ms [redacted] account and she contacted us to open a dispute claimWe immediately blocked her card to prevent any additional activity from this merchant We promptly opened a dispute claim and began our investigation We informed Ms [redacted] of the investigation timeframe afforded under Regulation E A member of our Corporate Response Team spoke with Ms [redacted] on November 1, to discuss the transactionOur records show that on November 1, the merchant credited the full amount to Ms [redacted] account 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
Monday, November 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the disputes claim that he opened for unauthorized transactions that were made on his account He’s requesting to be refunded for the unauthorized transactionsOn November 2, 2015, Mr [redacted] disputed twelve unauthorized transactions that occurred on his NetSpend card between September 20th and October 24th We informed him that an update would be provided within ten business days, November 17th On the tenth business day, our Disputes Department closed the claim with no error found on the disputed transactions, and no funds were reimbursed to the account On the same day a letter was mailed to him with the results of our investigation We spoke to Mr [redacted] on November 23rd about his disputes claim We have requested for our Disputes Department to mail the documents to Mr [redacted] that support the claim decisionNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the disputes claim decisionWe 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard he received in the mail NetSpend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient If the recipient cannot be verified, then the offer cannot be activated A member from our Corporate Office reached out to Mr [redacted] on February 28, to discuss the card offer he received Upon Mr [redacted] request we permanently blocked the card offer Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained We will provide this information to Mr [redacted] as soon as we receive itWe have also removed Mr [redacted] name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds from her account On May 18, 2016, Ms [redacted] loaded funds onto her NetSpend card On June 21, 2016, the US Department of Treasury sent us a death notification for the Social Security benefits sent to the account under the name [redacted] Mr [redacted] was listed as a secondary on Ms [redacted] ’s accountWe are required to freeze the funds and close the account until we receive either a Notice of Reclamation from the Federal Government, or days passes since we received the death notice from the US TreasuryThe account cannot be reopened In response to her communication, a member of our Corporate Customer Response Team spoke with Ms [redacted] on October We explained that the remaining balance was returned back to the US Department of Treasury on June 21, per the reclamation notice we received We provided her with a check number for her records and informed her we no longer had the funds in our possession Ms [redacted] has been provided our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: The reason for my rejection is because although they did contact me I have yet to receive a definite date in when I'm going to get a refundThis is over months and all I've received was the run aroundThe person that I spoke to did nothing but speak to me and repeat the same thing that customer service didTheir is absolutely no resolution to my problemWhich is I never received merchant nor have I received a refundOnce again I've been waiting over months for a simple solutionThen telling me it takes days isn't a resolutionI'm beyond unsatisfied with product and their management or corporate office has done nothing to solve this problem Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it should not have gotten to this point I should not be required to contact said company to reject offer I did not sign up to receive Also this company staff was the one that had me jump thru hoops to cancel the card I would not have contacted Bob had they process my request as first requestedThey may make excuses as to how they received my information but card offers should be just that Not sent without prior authorizationThis company is a fraudI did receive a call from someone when I was at work and could not respond However after reading the email that they had canceled and removed my name from their database, I found it best I deal with Revdex.com for fear they may opt me back in Thanks to Revdex.com this company might think twice before sending out unrequested cards Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I've been calling, emailing netspend about my moneyI was told someone will get back to me no one have called me I've been getting the run around with netspend they closed my account and they refuse to talk to me about anything I was told I have to wait day for answer when I asked the representative For his name and I'd number he told me his name was Vic and he refuse to give me his id number I just want more answer to why I don't have my money netspend keep tell me one thing and you guys something else Regards, [redacted] ***
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 Netspend contacted me right away [redacted] was very professional and understandingI was very satisfied with the resolution Regards, [redacted] ***
Friday, November 3, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on October 27, by way of telephoneThe email correspondence we sent on November 3, outlined 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 complaint # [redacted] filed with your office by [redacted] concerning a card given to her as a gift that she could not activateShe’s requesting a refund to be sent to her or her mother 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, 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 In addition, we inform the customer on the front of the package that this is not a Gift Card On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns We confirmed her information and requested a check that she will receive within the next ten business days NetSpend regrets the inconvenience that Ms [redacted] has experienced with our productWe 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
Thursday, March 02, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the transfer of funds from his Card Account On February 22, 2017, Mr [redacted] contacted our Customer Service Department to transfer funds from his Card Account ending in [redacted] to his Card Account ending in *** We assisted Mr [redacted] with the transfer of $1,and informed him to contact us back within hours to help him initiate a second transfer Mr [redacted] reached out to us the next day and a transfer of $1,was completed On February 25, Mr [redacted] attempted another transfer, but was informed he had reached the day transfer limit.A member of our Corporate Office contacted Mr [redacted] on March to assist with transferring his funds Our records show Mr [redacted] was able to initiate an additional transfer of $1, As a courtesy, we have reimbursed the transfer fees he was assessed to move the fundsWe apologize for the poor service that Mr [redacted] experienced with our Customer Service Department We have reported these incidents to the management staff of the customer service agents he spoke with.We provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her card that has not arrived She’s requesting reimbursement On February 9th, Ms [redacted] reported that she has not received her new cardWe were able to order a new card to her address and informed her it would take 7-business days to arriveThat same day, Ms [redacted] spoke with a representative in our customer service department and she was assisted with transferring her money to another account with NetSpendWe have made attempts to contact Ms [redacted] by phone and via email Unfortunately, we have not had the opportunity to speak with her Our records show that Ms [redacted] activated her replacement card on February 12th We have reversed the $transfer fee as a courtesy NetSpend regrets the inconvenience that Ms [redacted] went through concerning her card order request 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by Malik [redacted] concerning his new card that was blocked due to activity on a previous accountHe’s requesting his funds to be returned sooner than days Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of an account where Mr [redacted] was listed as a secondary cardholder on January 14, He is no longer eligible for NetSpend services and the factors that led to the account closure are kept internal for security reasons When Mr [redacted] attempted to activate his new card on January 26, 2016, our system blocked the account This new account was closed on January 28th, and Mr [redacted] will receive a check within ten business days We spoke with Mr [redacted] on February 3rd He informed us that he had no knowledge of a past account and it must have been a result of identity theft We suggested he contact the Federal Trade Commission (FTC) at [redacted] or by calling [redacted] The FTC will provide instructions on how to report ID theft to credit bureaus, FTC, police, and affected financial institutionsSince a tax refund was involved on the older account, we gave him information to file a claim with the IRS at www.irs.gov or by calling [redacted] NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account blockWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was unable to use her card to pay billsShe wants access to her moneyOn August 13, 2015, we spoke with Ms [redacted] concerning her expired temporary cardTemporary cards are good to use for days from the activation dateUpon successful activation of the temporary card, a personalized card is immediately ordered and sent to our cardholder’s address on fileMs [redacted] never received her personalized card that was mailed to her on March 6thHowever, she was able to pay her bill with the second card that we mailed her on August 4thNetSpend regrets the inconvenience that Ms [redacted] experienced due to not receiving her first card in the mailWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, July 7, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On June 29, 2016, Mr [redacted] contacted us to report an unauthorized transaction that occurred on his account on May We immediately blocked the card to prevent any further unauthorized useWe promptly opened a dispute claim and began our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation EWe spoke with Mr [redacted] on July 7, to discuss his dispute claimOn July 14, a provisional credit for the disputed amount was issued to MrKielbasinski’s account, while we continued our investigationThe dispute claim is scheduled to be finalized by the end of the business day on August The results of the investigation will be sent to Mr [redacted] in writing within three business days of completing our investigation Mr [redacted] has been provided our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I was not notified during this process that the card could not be unblocked and was forced card to spend additional money on a temporary card and to fund this new card then charged to get the money off the new card and even told that they were going to charge me to transfer my money from the original account to the new card after several more calls and countless hours on the phone only to have a different supervisor unblock the original card that several representatives and managers had told me I couldn't use and that they couldn't unblock I feel it was an unnecessary step to purchase a new card and cost me money to purchase fund and to get my money off of this should be refunded Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not receivedOn October 12, 2016, Ms [redacted] applied for a NetSpend account on our website and card ending with [redacted] was mailed to the address she provided On October 18, Ms [redacted] contacted our Customer Service Department because she had not received her card yetWe requested a new card ending with [redacted] to be expedited to Ms [redacted] address on fileOn October 19, we received a direct deposit for Ms [redacted] account The deposit went into a pending status because she had not activated her card Ms [redacted] verified her identity information with our Customer Service Department and the deposit was approved on October 21.Ms [redacted] later purchased a new account on October in order to transfer her direct deposit We advised that a transfer could not be completed because she has not activated a permanent card As a courtesy, we have refunded the fees Ms [redacted] incurred to her original accountOn October 24, Ms [redacted] contacted us again because she still had not receive the expedited card orderWe requested a new card ending with [redacted] to be delivered to the address on file within 7-business daysA member of our Corporate Response Team spoke with Ms [redacted] on October We confirmed that she still may receive her initial card order since it is within ten business days of it being orderedMs [redacted] contacted us back that same day and confirmed she received and activated card ending with ***We apologize for the misinformation that Ms [redacted] received from our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.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
Wednesday, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the blocks that were placed on her accounts She’s requesting the funds from her direct deposits to be expedited to her In an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms***’ accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesThe direct deposits arrived after her accounts were closed and were automatically returned to the senders on December 18th We reached out to Ms [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, January 4, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card AccountOn December 19, 2016, we received an authorization request from a merchant, Foot Locker, in the amount of $on Ms [redacted] ’ Card AccountShe contacted us on December 30, and reported the transaction was cancelledWe requested Ms [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the authorization in order to release the funds back into her available balance The next day, we reviewed the document sent by Ms [redacted] and we released the funds back to her Card Account balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On December 31, the pending authorization from Foot Locker was released back into Ms [redacted] available balance In response to her communication, a member of our Corporate Response Team reached out to Ms [redacted] on January 4, 2017, but we were unable to speak with her Ms [redacted] accessed her remaining funds on January We have provided Ms [redacted] with our contact information should she have any further questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Western Union card that was mailed to her that she did not orderShe’s requesting for NetSpend to remove her information from our system, and to not receive card offers going forward NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On January 22, 2016, we reached out to Ms [redacted] by telephone and email We have not had the opportunity to speak with her, but will address her concerns when she returns our callWe have canceled the card offer that was sent, and have updated our systems to prevent future card offers from being mailed to her address Additionally, we have submitted a request to our Marketing Department in order to confirm how Ms [redacted] ’s name and address was obtainedWe will convey that information to her once it is received We regret any inconvenience that Ms [redacted] experienced as a result of this card offerShe has been given 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 merchant transaction that has been reported as a scam On October 13, Ms [redacted] authorized her card to be charged by merchant, SUPPORTBUDDY for $Ms [redacted] discovered the company was a scam and contacted our Customer Service Department later the same day, to open a dispute claimOur agent informed Ms [redacted] the transaction was still pending status at the time and she would need to call back to dispute the charges once the merchant collected the fundsMs [redacted] contacted us on October 14, and we released the pending authorization back into her available balance; we advised Ms [redacted] that releasing the authorization is not a stop payment and if the merchant who, having received authorization for the transaction, completes the settlement process, she will have to call us to dispute the transaction On October 30, SUPPORTBUDDY posted the transaction to Ms [redacted] account and she contacted us to open a dispute claimWe immediately blocked her card to prevent any additional activity from this merchant We promptly opened a dispute claim and began our investigation We informed Ms [redacted] of the investigation timeframe afforded under Regulation E A member of our Corporate Response Team spoke with Ms [redacted] on November 1, to discuss the transactionOur records show that on November 1, the merchant credited the full amount to Ms [redacted] account 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
Monday, November 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the disputes claim that he opened for unauthorized transactions that were made on his account He’s requesting to be refunded for the unauthorized transactionsOn November 2, 2015, Mr [redacted] disputed twelve unauthorized transactions that occurred on his NetSpend card between September 20th and October 24th We informed him that an update would be provided within ten business days, November 17th On the tenth business day, our Disputes Department closed the claim with no error found on the disputed transactions, and no funds were reimbursed to the account On the same day a letter was mailed to him with the results of our investigation We spoke to Mr [redacted] on November 23rd about his disputes claim We have requested for our Disputes Department to mail the documents to Mr [redacted] that support the claim decisionNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the disputes claim decisionWe 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard he received in the mail NetSpend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient If the recipient cannot be verified, then the offer cannot be activated A member from our Corporate Office reached out to Mr [redacted] on February 28, to discuss the card offer he received Upon Mr [redacted] request we permanently blocked the card offer Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained We will provide this information to Mr [redacted] as soon as we receive itWe have also removed Mr [redacted] name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds from her account On May 18, 2016, Ms [redacted] loaded funds onto her NetSpend card On June 21, 2016, the US Department of Treasury sent us a death notification for the Social Security benefits sent to the account under the name [redacted] Mr [redacted] was listed as a secondary on Ms [redacted] ’s accountWe are required to freeze the funds and close the account until we receive either a Notice of Reclamation from the Federal Government, or days passes since we received the death notice from the US TreasuryThe account cannot be reopened In response to her communication, a member of our Corporate Customer Response Team spoke with Ms [redacted] on October We explained that the remaining balance was returned back to the US Department of Treasury on June 21, per the reclamation notice we received We provided her with a check number for her records and informed her we no longer had the funds in our possession Ms [redacted] has been provided our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: The reason for my rejection is because although they did contact me I have yet to receive a definite date in when I'm going to get a refundThis is over months and all I've received was the run aroundThe person that I spoke to did nothing but speak to me and repeat the same thing that customer service didTheir is absolutely no resolution to my problemWhich is I never received merchant nor have I received a refundOnce again I've been waiting over months for a simple solutionThen telling me it takes days isn't a resolutionI'm beyond unsatisfied with product and their management or corporate office has done nothing to solve this problem Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: it should not have gotten to this point I should not be required to contact said company to reject offer I did not sign up to receive Also this company staff was the one that had me jump thru hoops to cancel the card I would not have contacted Bob had they process my request as first requestedThey may make excuses as to how they received my information but card offers should be just that Not sent without prior authorizationThis company is a fraudI did receive a call from someone when I was at work and could not respond However after reading the email that they had canceled and removed my name from their database, I found it best I deal with Revdex.com for fear they may opt me back in Thanks to Revdex.com this company might think twice before sending out unrequested cards Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I've been calling, emailing netspend about my moneyI was told someone will get back to me no one have called me I've been getting the run around with netspend they closed my account and they refuse to talk to me about anything I was told I have to wait day for answer when I asked the representative For his name and I'd number he told me his name was Vic and he refuse to give me his id number I just want more answer to why I don't have my money netspend keep tell me one thing and you guys something else Regards, [redacted] ***
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 Netspend contacted me right away [redacted] was very professional and understandingI was very satisfied with the resolution Regards, [redacted] ***