To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an overdraft fee that he’s requesting to be reimbursed for On October 21, 2015, we spoke with Mr [redacted] concerning how the Overdraft Protection program works, and apologized for the unresponsive representative that he spoke withWe were able to address Mr [redacted] ’s concerns NetSpend regrets any inconvenience that Mr [redacted] experienced with the overdraft fee that occurred on his accountWe have provided him 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: Thank you for forwarding Ms [redacted] ’s complaint to usWe contacted Ms [redacted] on September 25, to discuss her open dispute claim, direct deposits, and the temporary restriction on her accountOur records show that Ms [redacted] has received direct deposits from her employer, ***’s Indiana, on September 01, 2017, September 08, 2017, and September 15, Our records show that Ms [redacted] contacted us on September 08, to release a pending transaction from Sling.comWe released the transaction back into Ms [redacted] ’s available balance that same day and advised that this was not a stop paymentWe explained that if the merchant collected the transaction at a later time that a dispute claim would need to be opened to investigate the transaction with the merchantSling.com later collected the transaction on September 10, Ms [redacted] contacted us on September 12, to open a dispute claim for the unauthorized transaction made with her cardWe immediately blocked the card involved to prevent any further unauthorized use and began our investigation of her claimAn update concerning the investigation of the claim will be available to Ms [redacted] by October 11, Our Risk Management Team placed a temporary restriction on Ms [redacted] ’s account on September 13, because we detected suspicious activityFor the protection of her account, we asked Ms [redacted] to provide copies of her identification documents to validate her identityOn September 25, 2017, September 26, and September 29, our Risk Management Team attempted to call Ms [redacted] at the phone numbers on her account to validate her identity but have been unable to reach herWe sent her an email containing our Risk Management Team’s phone number so that she could call us and complete the verificationBecause of the suspicious activity identified, it is urgent that we speak with Ms [redacted] as soon as possibleWe’ve made multiple attempts to reach her but have been unsuccessfulHer case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] or our Fraud Department to further assist her with this matter Thank you, [redacted] - [redacted] Customer Experience Director Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was blocked in 2013, but an unauthorized transaction took place on her cardA provisional credit for her disputes claim was credited to her account, but was later reversedMs [redacted] is requesting a refund for the disputed amount of $On August 3, 2015, we contacted Ms [redacted] and informed her that her disputes claim was reviewed and paid out for the disputed amount of $Ms [redacted] ’ card was blocked as lost on March 26, That same card expired on October 31, When the unauthorized transaction from Motel attempted to charge her card on May 31, 2015, we declined the transaction due to the card blockThe next day the merchant forced the transaction through, and collected from Ms [redacted] ’ blocked cardThe transaction was a merchant error, and NetSpend will charge the transaction back to themNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the unauthorized transaction from Motel Should she have any additional questions or concerns, she can call [redacted] 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 refund check that has not been receivedOn April 18, 2016, Ms [redacted] requested to close her Netspend accountOn April 19, we mailed a check to her address on file for the remaining funds on her accountOn May 27, Ms [redacted] contacted us because she had not received her checkWe confirmed the check had not been cashed and requested a replacement to be mailed Ms [redacted] should receive this check within business days from June 3.Upon receipt of her complaint, we reached out to Ms [redacted] on June to discuss the status of her refund checkOn Jun 11, Ms [redacted] confirmed that she received her check.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her dispute claim NetSpend’s disputes process is in accordance with Federal Reserve’s Regulation E guidelinesPer these guidelines, the disputes claim timeframe for an initial claim review on new accounts (and provisional credit eligibility), can take up to business daysAn account is considered new when the disputed transactions occur within days of the first cash or deposit load on an account.On March 14, 2016, Ms [redacted] opened a dispute claim for transactions by Baymont Inn Suites where she stayedBecause this is a new account, her update would be provided in business days, April 11thOn March 17th, I spoke with Ms [redacted] to address her concerns and explain the disputes process.Netspend regrets any inconvenience that Ms [redacted] has experienced regarding the timeframe for the disputes processShe has our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Monday, February 13, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his direct depositAs soon as NetSpend receives a direct deposit, we will make the funds available as long as no additional review is required by our Risk Management Teams Mr [redacted] deposits were posted to his Card Account prior to the date that the originator (IDES) asked us to make the funds available to himOn February 8, 2017, Mr [redacted] spoke with our Corporate Office, and we explained that as soon as Netspend receives his direct deposit, it is posted to the Card Account 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 Experience TeamNetSpend, a TSYS Company
Friday, March 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On November 11, 2016, Mr [redacted] disputed a transaction from PayPal *Jeulia.com for $that posted on his Card Account We promptly opened dispute claim [redacted] and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on December 23, 2016, and no credit was issued because we did not find that an error occurred We received supporting documentation from the merchant involved in Mr [redacted] dispute claim [redacted] that validated the transaction.A member from our Corporate Office reached out to Mr [redacted] on March 10, 2017, to provide further insight about his dispute claim [redacted] We re-reviewed the investigation of Mr [redacted] dispute claim [redacted] , and issued full reimbursement for the disputed transaction We notified Mr [redacted] about his dispute claim through email on March We are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and proceduresWe have provided Mr [redacted] with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Friday, February 02, 2018To Whom It May Concern: We appreciate Mr [redacted] additional comments.We completed the investigation of Mr [redacted] claim on January 23, and issued full reimbursement for the disputed transactionsWe are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures.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 AnalystNetspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by Joseph [redacted] concerning our direct deposit posting process to his Skylight Financial account managed by NetSpend CorporationMr [redacted] direct deposit is governed by the National Automated Clearing House Association (NACHA) Operating Rules NetSpend processed Mr [redacted] direct deposit properly in accordance with the NACHA Rules The NACHA rules govern the roles and responsibilities of financial institutions and ACH Network participants The senders of each ACH deposit to Mr [redacted] account include a settlement date for the electronic funds NetSpend posts the funds from each deposit on the settlement date in accordance with the NACHA Operating Rules The funds are available on Mr [redacted] account for transactions after the ACH deposit posts This available balance is presented to our cardholders by telephone, text message, and internet so they can complete charges without incurring overdraft fees We reached out to Mr [redacted] on March 15, 2016, but unfortunately, we have been unable to speak with him We will assist with his concerns when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with his direct deposit posting We have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, March 8, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on March 7, and 8, by telephoneShe informed us that the concern had been resolvedWe provided assistance to Ms [redacted] and her Fiancé to insure this incident does not occur againThank 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
Thursday, June 11, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was declined and the activity alerts were not working She wants her funds transferred to another bank NetSpend apologizes for the difficulty Ms [redacted] and our other cardholders experienced using their cards for two hours on the morning of June 4, We experienced a brief outage of our systems We corrected the problem as expeditiously as possible Ms [redacted] was able to complete a transaction on her card at 7:central standard time that same morning We regret the inconvenience Ms [redacted] went through during the morning of June 4th We provided her 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] with your office by [redacted] concerning the inconvenience she is experiencing with a dispute of unauthorized transactions Ms [redacted] ’ disputes claim was initiated on March 7, On March 21st, our Disputes Department notated her account and advised that her claim was still under review, but no provisional credit was issued as a result of not receiving a letter of dispute from Ms [redacted] within the first ten business daysA letter was sent to her requesting for a dispute statement explaining why she felt the transactions were in error On March 25th, we spoke with Ms [redacted] and addressed her concerns She forwarded the emails to us that she originally sent for her claim on the day it was initiated Our Disputes Department issued a temporary credit to Ms [redacted] ’ account on March 28th and the claim should be completed by April 21st If the claim is successful, Ms [redacted] will receive an additional credit for the ATM fees once it finalizes NetSpend understands that the disputes process is lengthy, and we appreciate her patience as we attempt to retrieve her money 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
Complaint: [redacted] I am rejecting this response because:What kind of investigation did netspend do? Look at the piece of paper and said "everything looks to be in order." Instead of digging a little deeper into the situation and actually making an effort to help protect their customers from fraudAs you, MrC [redacted] l, said it yourself that those were UNAUTHORIZED TRANSACTIONS Once you netspend people do some real investigation and find this case to be actual fraud, THEN I would be able to file a police report and take this matter to court so I can provide proof that I was frauded but since netspend found no errors, that would actually go against me in court So all in allNetspend is actually helping the team fraud Thank you netspend For doing all the worst thing possible Regards, [redacted] **
Friday, June 16, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on June 12, by way of telephoneWe emailed Ms [redacted] the details on her account on June Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions the inconvenience that she’s experienced while attempting to receive a new card to her current addressShe‘s requesting for someone in the corporate office to contact her in efforts to resolve her concernOn August 9, 2015, Ms [redacted] contacted our customer service and requested to order a new cardOur customer service failed to confirm if the card was going to a different address than what was presented on file, and consequently the card was mailed to Ms***’s old addressSince the first card was never activated, we blocked it on August 20th and rushed another card to Ms***’s updated addressThat card was blocked by her through the online account center on August 22ndWe expedited a third card to Ms [redacted] on August 24thShe received that card and activated it on August 27thWe reached out to Ms [redacted] by telephone and email, but have not had the opportunity to speak with herWe appreciate her for being a loyal user with NetSpend, and have issued her a courtesy credit for the inconvenience that she’s experiencedWe have also provided our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, November 6, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint [redacted] to usAs you requested, we attempted to contact Mr [redacted] by telephone on November 6, 2017, but unfortunately we were unable to speak with himWe corresponded by email that outlined our actions to resolve his complaintMr [redacted] responded with an email that he was satisfied with the resultsThank 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 # filed with your office by [redacted] concerning her dispute claim On August 15, 2016, Ms [redacted] contacted us to report an error with an ATM transaction that occurred on her account Ms [redacted] claims she did not receive the funds she requested We promptly opened a disputes claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation E In response to her communication, we attempted to contact Ms [redacted] , but we were unable to speak with her We sent her an email on August 17, and explained the dispute process Her claim will be updated on August 29, and the temporary credit decision will be made at that time We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account.On June 2, 2016, Ms [redacted] called our Customer Service Department to review her account historyThe customer service agent Ms [redacted] spoke with misunderstood her requests and changed her middle name on the account to her first nameThe name change triggered and identification verification and we requested Ms [redacted] to send us copies of her identity documents Due to the misunderstanding, Ms [redacted] requested to close her account and have a refund check for the remaining funds to be mailed to her address on file.Upon receipt of her complaint, we spoke with Ms [redacted] on June to discuss the name change on her accountWe corrected Ms [redacted] ’s name and we were able to verify her identity information We reopened Ms [redacted] ’s account and added her funds back into her available balance We also confirmed there were no unauthorized transactions on her account.We apologize for the miscommunication Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke withWe have provided Ms [redacted] with our contact information should she have any further 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 just to be clearThe information that the representative is speaking of is not listed in their terms and conditionsI also requested this information and was not able to get itMy terms and conditions does not state that my direct deposits count as a transfer nor does it state that there is a limit or is including in that limit [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his card 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 the inside flap of the card package and is visible to consumers prior to purchase On January 4, 2017, Mr [redacted] attempted to activate his new NetSpend card but a temporary account block prevented use of the card We requested Mr [redacted] to provide copies of his identification documents to verify his identity in order to approve the account He provided partial documentation so the account remains blocked until we receive complete documentation A member of our Corporate Response Team reached out to Mr [redacted] on January 5, but we have not had the opportunity to speak with him Mr [redacted] wife answered our correspondence by email, since she is not listed as a cardholder on the account, we were only able to provided limited information Our records indicate Mr [redacted] spoke with Customer Service on January 6, and his account block was removed and the card was fully activated 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 Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an overdraft fee that he’s requesting to be reimbursed for On October 21, 2015, we spoke with Mr [redacted] concerning how the Overdraft Protection program works, and apologized for the unresponsive representative that he spoke withWe were able to address Mr [redacted] ’s concerns NetSpend regrets any inconvenience that Mr [redacted] experienced with the overdraft fee that occurred on his accountWe have provided him 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: Thank you for forwarding Ms [redacted] ’s complaint to usWe contacted Ms [redacted] on September 25, to discuss her open dispute claim, direct deposits, and the temporary restriction on her accountOur records show that Ms [redacted] has received direct deposits from her employer, ***’s Indiana, on September 01, 2017, September 08, 2017, and September 15, Our records show that Ms [redacted] contacted us on September 08, to release a pending transaction from Sling.comWe released the transaction back into Ms [redacted] ’s available balance that same day and advised that this was not a stop paymentWe explained that if the merchant collected the transaction at a later time that a dispute claim would need to be opened to investigate the transaction with the merchantSling.com later collected the transaction on September 10, Ms [redacted] contacted us on September 12, to open a dispute claim for the unauthorized transaction made with her cardWe immediately blocked the card involved to prevent any further unauthorized use and began our investigation of her claimAn update concerning the investigation of the claim will be available to Ms [redacted] by October 11, Our Risk Management Team placed a temporary restriction on Ms [redacted] ’s account on September 13, because we detected suspicious activityFor the protection of her account, we asked Ms [redacted] to provide copies of her identification documents to validate her identityOn September 25, 2017, September 26, and September 29, our Risk Management Team attempted to call Ms [redacted] at the phone numbers on her account to validate her identity but have been unable to reach herWe sent her an email containing our Risk Management Team’s phone number so that she could call us and complete the verificationBecause of the suspicious activity identified, it is urgent that we speak with Ms [redacted] as soon as possibleWe’ve made multiple attempts to reach her but have been unsuccessfulHer case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] or our Fraud Department to further assist her with this matter Thank you, [redacted] - [redacted] Customer Experience Director Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was blocked in 2013, but an unauthorized transaction took place on her cardA provisional credit for her disputes claim was credited to her account, but was later reversedMs [redacted] is requesting a refund for the disputed amount of $On August 3, 2015, we contacted Ms [redacted] and informed her that her disputes claim was reviewed and paid out for the disputed amount of $Ms [redacted] ’ card was blocked as lost on March 26, That same card expired on October 31, When the unauthorized transaction from Motel attempted to charge her card on May 31, 2015, we declined the transaction due to the card blockThe next day the merchant forced the transaction through, and collected from Ms [redacted] ’ blocked cardThe transaction was a merchant error, and NetSpend will charge the transaction back to themNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the unauthorized transaction from Motel Should she have any additional questions or concerns, she can call [redacted] 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 refund check that has not been receivedOn April 18, 2016, Ms [redacted] requested to close her Netspend accountOn April 19, we mailed a check to her address on file for the remaining funds on her accountOn May 27, Ms [redacted] contacted us because she had not received her checkWe confirmed the check had not been cashed and requested a replacement to be mailed Ms [redacted] should receive this check within business days from June 3.Upon receipt of her complaint, we reached out to Ms [redacted] on June to discuss the status of her refund checkOn Jun 11, Ms [redacted] confirmed that she received her check.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her dispute claim NetSpend’s disputes process is in accordance with Federal Reserve’s Regulation E guidelinesPer these guidelines, the disputes claim timeframe for an initial claim review on new accounts (and provisional credit eligibility), can take up to business daysAn account is considered new when the disputed transactions occur within days of the first cash or deposit load on an account.On March 14, 2016, Ms [redacted] opened a dispute claim for transactions by Baymont Inn Suites where she stayedBecause this is a new account, her update would be provided in business days, April 11thOn March 17th, I spoke with Ms [redacted] to address her concerns and explain the disputes process.Netspend regrets any inconvenience that Ms [redacted] has experienced regarding the timeframe for the disputes processShe has our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Monday, February 13, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his direct depositAs soon as NetSpend receives a direct deposit, we will make the funds available as long as no additional review is required by our Risk Management Teams Mr [redacted] deposits were posted to his Card Account prior to the date that the originator (IDES) asked us to make the funds available to himOn February 8, 2017, Mr [redacted] spoke with our Corporate Office, and we explained that as soon as Netspend receives his direct deposit, it is posted to the Card Account 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 Experience TeamNetSpend, a TSYS Company
Friday, March 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On November 11, 2016, Mr [redacted] disputed a transaction from PayPal *Jeulia.com for $that posted on his Card Account We promptly opened dispute claim [redacted] and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on December 23, 2016, and no credit was issued because we did not find that an error occurred We received supporting documentation from the merchant involved in Mr [redacted] dispute claim [redacted] that validated the transaction.A member from our Corporate Office reached out to Mr [redacted] on March 10, 2017, to provide further insight about his dispute claim [redacted] We re-reviewed the investigation of Mr [redacted] dispute claim [redacted] , and issued full reimbursement for the disputed transaction We notified Mr [redacted] about his dispute claim through email on March We are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and proceduresWe have provided Mr [redacted] with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Friday, February 02, 2018To Whom It May Concern: We appreciate Mr [redacted] additional comments.We completed the investigation of Mr [redacted] claim on January 23, and issued full reimbursement for the disputed transactionsWe are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures.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 AnalystNetspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by Joseph [redacted] concerning our direct deposit posting process to his Skylight Financial account managed by NetSpend CorporationMr [redacted] direct deposit is governed by the National Automated Clearing House Association (NACHA) Operating Rules NetSpend processed Mr [redacted] direct deposit properly in accordance with the NACHA Rules The NACHA rules govern the roles and responsibilities of financial institutions and ACH Network participants The senders of each ACH deposit to Mr [redacted] account include a settlement date for the electronic funds NetSpend posts the funds from each deposit on the settlement date in accordance with the NACHA Operating Rules The funds are available on Mr [redacted] account for transactions after the ACH deposit posts This available balance is presented to our cardholders by telephone, text message, and internet so they can complete charges without incurring overdraft fees We reached out to Mr [redacted] on March 15, 2016, but unfortunately, we have been unable to speak with him We will assist with his concerns when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with his direct deposit posting We have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, March 8, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on March 7, and 8, by telephoneShe informed us that the concern had been resolvedWe provided assistance to Ms [redacted] and her Fiancé to insure this incident does not occur againThank 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
Thursday, June 11, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was declined and the activity alerts were not working She wants her funds transferred to another bank NetSpend apologizes for the difficulty Ms [redacted] and our other cardholders experienced using their cards for two hours on the morning of June 4, We experienced a brief outage of our systems We corrected the problem as expeditiously as possible Ms [redacted] was able to complete a transaction on her card at 7:central standard time that same morning We regret the inconvenience Ms [redacted] went through during the morning of June 4th We provided her 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] with your office by [redacted] concerning the inconvenience she is experiencing with a dispute of unauthorized transactions Ms [redacted] ’ disputes claim was initiated on March 7, On March 21st, our Disputes Department notated her account and advised that her claim was still under review, but no provisional credit was issued as a result of not receiving a letter of dispute from Ms [redacted] within the first ten business daysA letter was sent to her requesting for a dispute statement explaining why she felt the transactions were in error On March 25th, we spoke with Ms [redacted] and addressed her concerns She forwarded the emails to us that she originally sent for her claim on the day it was initiated Our Disputes Department issued a temporary credit to Ms [redacted] ’ account on March 28th and the claim should be completed by April 21st If the claim is successful, Ms [redacted] will receive an additional credit for the ATM fees once it finalizes NetSpend understands that the disputes process is lengthy, and we appreciate her patience as we attempt to retrieve her money 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
Complaint: [redacted] I am rejecting this response because:What kind of investigation did netspend do? Look at the piece of paper and said "everything looks to be in order." Instead of digging a little deeper into the situation and actually making an effort to help protect their customers from fraudAs you, MrC [redacted] l, said it yourself that those were UNAUTHORIZED TRANSACTIONS Once you netspend people do some real investigation and find this case to be actual fraud, THEN I would be able to file a police report and take this matter to court so I can provide proof that I was frauded but since netspend found no errors, that would actually go against me in court So all in allNetspend is actually helping the team fraud Thank you netspend For doing all the worst thing possible Regards, [redacted] **
Friday, June 16, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on June 12, by way of telephoneWe emailed Ms [redacted] the details on her account on June Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions the inconvenience that she’s experienced while attempting to receive a new card to her current addressShe‘s requesting for someone in the corporate office to contact her in efforts to resolve her concernOn August 9, 2015, Ms [redacted] contacted our customer service and requested to order a new cardOur customer service failed to confirm if the card was going to a different address than what was presented on file, and consequently the card was mailed to Ms***’s old addressSince the first card was never activated, we blocked it on August 20th and rushed another card to Ms***’s updated addressThat card was blocked by her through the online account center on August 22ndWe expedited a third card to Ms [redacted] on August 24thShe received that card and activated it on August 27thWe reached out to Ms [redacted] by telephone and email, but have not had the opportunity to speak with herWe appreciate her for being a loyal user with NetSpend, and have issued her a courtesy credit for the inconvenience that she’s experiencedWe have also provided our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, November 6, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint [redacted] to usAs you requested, we attempted to contact Mr [redacted] by telephone on November 6, 2017, but unfortunately we were unable to speak with himWe corresponded by email that outlined our actions to resolve his complaintMr [redacted] responded with an email that he was satisfied with the resultsThank 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 # filed with your office by [redacted] concerning her dispute claim On August 15, 2016, Ms [redacted] contacted us to report an error with an ATM transaction that occurred on her account Ms [redacted] claims she did not receive the funds she requested We promptly opened a disputes claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation E In response to her communication, we attempted to contact Ms [redacted] , but we were unable to speak with her We sent her an email on August 17, and explained the dispute process Her claim will be updated on August 29, and the temporary credit decision will be made at that time We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account.On June 2, 2016, Ms [redacted] called our Customer Service Department to review her account historyThe customer service agent Ms [redacted] spoke with misunderstood her requests and changed her middle name on the account to her first nameThe name change triggered and identification verification and we requested Ms [redacted] to send us copies of her identity documents Due to the misunderstanding, Ms [redacted] requested to close her account and have a refund check for the remaining funds to be mailed to her address on file.Upon receipt of her complaint, we spoke with Ms [redacted] on June to discuss the name change on her accountWe corrected Ms [redacted] ’s name and we were able to verify her identity information We reopened Ms [redacted] ’s account and added her funds back into her available balance We also confirmed there were no unauthorized transactions on her account.We apologize for the miscommunication Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke withWe have provided Ms [redacted] with our contact information should she have any further 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 just to be clearThe information that the representative is speaking of is not listed in their terms and conditionsI also requested this information and was not able to get itMy terms and conditions does not state that my direct deposits count as a transfer nor does it state that there is a limit or is including in that limit [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his card 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 the inside flap of the card package and is visible to consumers prior to purchase On January 4, 2017, Mr [redacted] attempted to activate his new NetSpend card but a temporary account block prevented use of the card We requested Mr [redacted] to provide copies of his identification documents to verify his identity in order to approve the account He provided partial documentation so the account remains blocked until we receive complete documentation A member of our Corporate Response Team reached out to Mr [redacted] on January 5, but we have not had the opportunity to speak with him Mr [redacted] wife answered our correspondence by email, since she is not listed as a cardholder on the account, we were only able to provided limited information Our records indicate Mr [redacted] spoke with Customer Service on January 6, and his account block was removed and the card was fully activated 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 Team NetSpend A TSYS Company