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
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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions that she was unaware of a day deadline, and was not given a temporary credit for her disputes claimShe’s requesting a refund for the disputed amount to her card immediatelyOn September 1, 2015, Ms [redacted] disputed four transactions from SLAC that occurred June 10th, June 24th, July 6th, and July 25th through our online account center, website www.netspend.comOnce she successfully disputed the transactions, Ms [redacted] received a notification that an update would be provided within ten business days, September 16thOn the tenth business day, our Disputes Department notated her account that her disputes claim was still under review, and will be resolved by October 19thMs [redacted] was not eligible for provisional creditWe have requested for our Disputes Department to re-review Ms [redacted] ’s provisional credit eligibility, and will contact her once an update is receivedNetSpend regrets any inconvenience that Ms [redacted] experienced while disputing the transactions on her accountWe have provided her with our contact information should she have any additional questions or concernsThank you,Billy LCampbellCorporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her cards and dispute claim.We appreciate Ms [redacted] ’s additional comments We re-reviewed Ms [redacted] ’s claim, and based on our findings, the claim was handled appropriately We have provided her with documentation regarding her claim investigationA member of our Corporate Response Team spoke with Ms [redacted] on November 9, to discuss the results of her dispute claim and card orders We explained that her cards were activated using a method previously used to access her account 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
have just read your email about my case and I realize they have the cade closed, however, I do not see how that is possible.this man and his girlfriend stole my identity, my credit card and my money, used it without my knowledge or my permission and your office doesn't find anything wrong with thatYou mentioned calling the police, well sir that was the second thing I didYes I filed charges, yes they have videos and pictures of the unauthorized use of my card, and yes there are warrents issued for the arrest of these two individualsLike I tried to explain to your office numerous times, I was inside a correctional facility when these transactions occurred Not only that, but I am disabled and have been since January if this yearI lost my keft lower leg and ankle in an accident at work The money they stole was the onky money I had since I am no longer able to work and my case is tied up in the court systemsNobody in my family including my husband has ever had authorization to use my card except my sonHe used it brought it backThe man on these videos is clearly not my sonNow I ask you, if you were in my situ a tion wouldn't you want your money back? And how would you feel if like me that was your only amount of money you were going to have for a few months and everytime you looked for help to recover it you were denied? I can't call you because as with my electricity and water my phone is now shut offI still feel that a complete and thorough investigation has not been performedThe dectectives themselves have even stated that this is criminal and I am entitled to my money back from youYour office has not proved authorization on these charges, however I along with the [redacted] and [redacted] police Departments have proved unauthorized transactions on my cardSo somebody please tell me what do I have to do to get my money back?SincereComplaint: [redacted] I am rejecting this response because: Regards, [redacted]
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
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: 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
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] ***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
Tuesday, April 3, 2018To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usWe attempted to reach Mr [redacted] on March 28, April 2, and 3, 2018, by telephone, but we were unable to speak with himWe emailed Mr [redacted] the details outlining our actions to resolve his complaint Mr [redacted] ’s email address has been removed from our customer’s Card Account and they have been instructed to provide their correct email address We have also reported this incident to the management staff of the customer service agent Mr [redacted] spoke with to ensure that they receive appropriate coaching on our policies and proceduresThank 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
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] **
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
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
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
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] 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
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
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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions that she was unaware of a day deadline, and was not given a temporary credit for her disputes claimShe’s requesting a refund for the disputed amount to her card immediatelyOn September 1, 2015, Ms [redacted] disputed four transactions from SLAC that occurred June 10th, June 24th, July 6th, and July 25th through our online account center, website www.netspend.comOnce she successfully disputed the transactions, Ms [redacted] received a notification that an update would be provided within ten business days, September 16thOn the tenth business day, our Disputes Department notated her account that her disputes claim was still under review, and will be resolved by October 19thMs [redacted] was not eligible for provisional creditWe have requested for our Disputes Department to re-review Ms [redacted] ’s provisional credit eligibility, and will contact her once an update is receivedNetSpend regrets any inconvenience that Ms [redacted] experienced while disputing the transactions on her accountWe have provided her with our contact information should she have any additional questions or concernsThank you,Billy LCampbellCorporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her cards and dispute claim.We appreciate Ms [redacted] ’s additional comments We re-reviewed Ms [redacted] ’s claim, and based on our findings, the claim was handled appropriately We have provided her with documentation regarding her claim investigationA member of our Corporate Response Team spoke with Ms [redacted] on November 9, to discuss the results of her dispute claim and card orders We explained that her cards were activated using a method previously used to access her account 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
have just read your email about my case and I realize they have the cade closed, however, I do not see how that is possible.this man and his girlfriend stole my identity, my credit card and my money, used it without my knowledge or my permission and your office doesn't find anything wrong with thatYou mentioned calling the police, well sir that was the second thing I didYes I filed charges, yes they have videos and pictures of the unauthorized use of my card, and yes there are warrents issued for the arrest of these two individualsLike I tried to explain to your office numerous times, I was inside a correctional facility when these transactions occurred Not only that, but I am disabled and have been since January if this yearI lost my keft lower leg and ankle in an accident at work The money they stole was the onky money I had since I am no longer able to work and my case is tied up in the court systemsNobody in my family including my husband has ever had authorization to use my card except my sonHe used it brought it backThe man on these videos is clearly not my sonNow I ask you, if you were in my situ a tion wouldn't you want your money back? And how would you feel if like me that was your only amount of money you were going to have for a few months and everytime you looked for help to recover it you were denied? I can't call you because as with my electricity and water my phone is now shut offI still feel that a complete and thorough investigation has not been performedThe dectectives themselves have even stated that this is criminal and I am entitled to my money back from youYour office has not proved authorization on these charges, however I along with the [redacted] and [redacted] police Departments have proved unauthorized transactions on my cardSo somebody please tell me what do I have to do to get my money back?SincereComplaint: [redacted] I am rejecting this response because: Regards, [redacted]
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
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: 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
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] ***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
Tuesday, April 3, 2018To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usWe attempted to reach Mr [redacted] on March 28, April 2, and 3, 2018, by telephone, but we were unable to speak with himWe emailed Mr [redacted] the details outlining our actions to resolve his complaint Mr [redacted] ’s email address has been removed from our customer’s Card Account and they have been instructed to provide their correct email address We have also reported this incident to the management staff of the customer service agent Mr [redacted] spoke with to ensure that they receive appropriate coaching on our policies and proceduresThank 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
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] **
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
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
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
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] 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