Tuesday, December 5, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to us 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 and in the card packaging We attempted to reach Mr [redacted] by way of telephone on November 28, and 30, 2017, but unfortunately, we were unable to speak with him We informed Mr [redacted] by email of our actions to resolve his complaint on December 5, Mr [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Mr [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him with this matter 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 Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] regarding her request to be reimbursed for unauthorized transactions that occurred on her account On December 17, 2015, someone claiming to be Ms [redacted] called to transfer funds to another NetSpend cardholder’s accountThis individual successfully answered all security questions in place which allowed the customer service representative to transfer the funds Ms [redacted] called the same day to report that the two transfers were unauthorizedOn January 4, 2016, our Disputes Department investigated Ms [redacted] ’s claim, and reimbursed her for the disputed transactionsThe next day she requested for customer service to close her account, and the request was honoredA check for the funds on her account was mailed to the address on fileMs [redacted] will receive the check for the remaining funds within ten business days from the account closure We reached out to Ms [redacted] on January 11th by telephone and email We have not had the opportunity to speak with her, but will address her concerns when she returns our callWe apologize for the inconvenience that Ms [redacted] went through while waiting for her disputes claim to be resolved She 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 his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on our card packaging Mr [redacted] purchased a Netspend card at WALMART on November 20, 2016, with $loaded on it Mr [redacted] attempted to activate his new account on November 20, but his identity information could not be automatically verifiedWe requested Mr [redacted] to provide copies of his identification documents in order to verify his identityMr [redacted] explained that he did not feel comfortable providing the documents required to activate the account and requested a refund A member of our Corporate Response Team attempted to reach Mr [redacted] to discuss his options to retrieve his funds, but unfortunately we have been unable to speak with him We request Mr [redacted] contact us back, we will be glad to discuss the options available to him A refund check for the full balance will be mailed to the address on file Mr [redacted] should receive the check within ten business days We apologize for the misinformation Mr [redacted] received from our Customer Service Department regarding the option to receive a refundWe have reported these incidents 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 her dispute claim On August 5, 2016, Ms [redacted] contacted our Customer Service Department to report an ACH (Automated Clearing House) unauthorized debit transaction that posted to her account by using her account and routing numbers We immediately opened an ACH dispute claim and began our investigation On August 17, we concluded our investigation with no credit being issued to Ms [redacted] ’s account as Ms [redacted] had previous authorized transactions with the merchant PAYPAL CREDITWe requested proof of cancellation of the service with the merchant, but have not receive the requested documentation A member of our Corporate Response Team reached out to Ms [redacted] on September 26, regarding the resolution of her ACH dispute claimOn September 27, we received the requested documentation and we re-investigation her claim and provided full reimbursement for the disputed ACH transactions We apologize for any misunderstanding regarding the documentation requested in order to assist us with our investigation 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the activation of his Mother’s card and the requested documentationWe spoke with Mr [redacted] on August to address his concerns and explain that we were unable to approve Ms [redacted] card for full activation until we received additional documents that met our requirements in order to approve the accountWe received the verified documents and fully approved Ms [redacted] account on August She had access to her funds the same day We apologize for any misunderstanding of any direct mail marketing card offers Ms [redacted] may have otherwise received previously 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 recipientIf the recipient cannot be verified, then the offer cannot be activated We approved Ms [redacted] account on August 5, We have provided Ms [redacted] and Mr [redacted] with our contact information should they have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, September 15, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn August 19, 2016, Ms [redacted] contacted our Customer Service Department regarding an ATM transaction that she did not receive funds forWe promptly opened a dispute claim and began our investigationOn September 2, we determined that Ms***’ dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim A member of our Corporate Response Team spoke with Ms [redacted] on September 12, to review her dispute claim Ms [redacted] provided a copy of her ATM receipt confirming that the funds were not dispensedWe have issued Ms [redacted] a provisional credit while her claim is under investigation and will provide her with an update on her claim by the end of the day on October 3.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 problems she has experienced with her dispute claimShe’s requesting to be reimbursed for the unauthorized transactions that occurred last year Ms [redacted] informed NetSpend of her desire to dispute several unauthorized charges that posted to her account between March and September of Under the terms of the cardholder agreement; which are written in a manner to align with Regulation E of the Electronic Funds Transfer Act, cardholders are required to report errors such as unauthorized transactions or billing errors within days of electronically accessing their accountMs [redacted] stated she had difficulty opening a claim online, though our records indicate Ms [redacted] accessed her account through the NetSpend website several times between the dates of the disputed transactionsOn November 2nd, 2015, she contacted our Customer Service Department to file her dispute claimWe spoke to Ms [redacted] on March 3rd, and after further review by our Disputes Department, we informed her that the transactions would remain out of the timeframe allowable to file the dispute under Visa processing rules.We apologize for any inconvenience Ms [redacted] experienced with her dispute If she has any further questions, Ms [redacted] has our contact informationThank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: HE WAS MY EX-HUSBAND -- NOT MY HUSBAND, WE HAVE BEEN DIVORCED FOR YEARS!!! This account was IN MY NAME ONLY There was no need for social security to even contact you in the first place and they certainly have no right to MY funds This is ludicrous You have no legal right to close MY account due to the death of a husband I divorced years ago whose name WAS NOT ON THE ACCOUNT, Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions she was unable to access the website and the debit card was not workingShe wants an explanation and her monthly fee refunded to herOn August 19, 2015, NetSpend experienced a brief outage that interrupted service to our customersWe apologize for the difficulties Ms [redacted] and her fiancé encountered during the early morning hoursThis rare unforeseen occurrence was corrected as expeditiously as possibleWe have refunded the monthly Fee Plan cost back to Ms [redacted] ’s accountNetSpend regrets the inconvenience that Ms [redacted] experienced during the outageWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: first November my account was never blockedon November Regards,there was charges on my account not done by me...per your policy the transactions need to not be in pending status to do anything firstYour csr told me to contact merchant...merchant agreed said there was error and was to credit my account from 11/17/back daysThere was never any new charges on 12/14/they are the same charges that never got fixedMerchant refunded wrong charges..He did google king playnot google machine playMachine play is what should be credited back since 11/16/On 12/your csr put me in dispute instead of giving google the paperwork they needed to refundYour policy states I can rectify with merchantof your cars told me this as well only vin on 12/said dispute...wouldn't answer why.said I had tooBlocked my card...still never got one from your companyContacted repeatedly about how this wasn't supposed to be a disputeYou called me timeI returned your call times and sent emails to you and to roche in responsestill no replyYou still haven't contacted google for your "investigation" but I haveThey just need the transactions on machine play to payAs of 12/24/Fix the dispute your csr put me in contact google with transactions so I can have my money back [redacted]
Wednesday, December 7, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his stop payment request On November 22, 2016, Mr [redacted] contacted our Customer Service Department to request a stop payment for a transaction he completed The agent processed a verbal stop payment for State Farm Insurance in the amount of $The following day, Call Pass Tech collected $from Mr [redacted] account by ACH debit Mr [redacted] contacted us on November 23, to dispute the $ACH debit from Call Pass Tech We promptly opened a dispute claim and started our investigation We informed Mr [redacted] of the investigation timeframe afforded under Regulation E and requested documentation to assist with his claim On November 25, we concluded our investigation for Mr [redacted] dispute claim and no credit was issued because we did not find that an error occurred Due to the previous history with the merchant, we requested a copy of the cancellation document or duplicate payment receipt to reopen the ACH dispute claim In response to Mr [redacted] communication, we spoke with him on December 7, and explained the ACH stop payment and dispute process Mr [redacted] stated that he never received the dispute documentation to his address because he had moved We updated his address and resent the dispute documentation He should receive this information in the mail within business daysWe provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To whom it may concern: Thank you for forwarding Mr [redacted] complaint to usWhen investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an accountWe’ve reviewed Mr [redacted] account and show that he opened a dispute claim online on May 15, for one $ATM transaction that posted on May 11, (dispute claim number [redacted] )The claim was closed without reimbursement after receiving documentation from the merchant on May 30, validating the transactionAfter review, we’ve determined that this claim was handled correctlyHe did not open any additional recent claimsWe attempted to reach Mr [redacted] by phone and email on June and June concerning the additional transactions provided in his complaint but unfortunately, were unable to speak with himHis complaint mentions a $transaction that he never madeFor the protection of his funds, we have cancelled the card used to make the unauthorized transaction and ordered a replacement card to be mailed to the address on fileWe attempted to call Mr [redacted] again on June 7, concerning this and the other transactions he mentioned, but have not heard back from himOur records show there is another active card on his account that he can use to access his fundsWe mailed Mr [redacted] a letter on June 7, outlining our actions to resolve his complaintIt should be received within the next five business days His case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with his matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I was left a voicemail to contact Me [redacted] back, in which I did but I did not receive a responseIn addition, NetSpend is violation multiple regulations per the TTCI have provided proof to the company showing identity theft from the Federal Trade Commission as I was told by the Federal Trade CommissionNETSPEND is a horrible company that does not go by corporate laws, in which that is one of the reason why the FTC filed a lawsuit against them and NetSpend was required to pay back a $million dollars to settle FTC related complaint If you will like to review this complaint please email [email protected] as wellI am going to contact the FTC as advised and my lawyerI have tried resolving this with NetSpend but they have very bad response times and customer serviceI have asked to speak with a vice president and or the highest manager and I am simply sent to customer service, or the representative who sent these responses never answer! NetSpend is fraudulentbusiness practicesIn addition, their response time is very bad as well Regards, [redacted]
To Whom It May Concern: We received complaint # filed with your office by [redacted] concerning her dispute claim On August 2, 2016, Ms [redacted] contacted us to report an unauthorized transactions that occurred on her account We immediately blocked his card to prevent additional unauthorized charges and ordered a replacementWe also informed Ms [redacted] that the transactions were in a pending status and we would need to wait for the amounts to settle and post to her account then a claim would be initiated Ms [redacted] contacted us on August and we promptly opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation E In response to her communication, a member of our Corporate Response Team reached out to Ms [redacted] on August 10, and explained the dispute process and her claim is scheduled for an update on August We completed our investigation and finalized her claim on August We provided full reimbursement to MsElliott’s account for the disputed transactions and the associated transaction fees We understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure product 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
Revdex.com: TThank you for reaching outAll is good nowI apprecite it! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I personally called the merchants and net spend never even contacted them concerning the charges ..the amount of my dispute was incorrect net spend posted that I was disputing dollars when in fact the suspect was for dollars I told Custumer services all the charges that I myself made.I have numerous emails in regards to my claim with net spend saying they will reinvestigate etc.they made a tremendous costly error my dispute it shows several locations there is no way in the world I could be at all those locations at one time in the amount of time my card was used.how is there proof I benefited from those transactions net spend never investigated..I heard lie after lie from this company Saying someone would contact me my complaint is being sent to manager.then I get a auto respond with the incorrect claim amount saying the same thing they are so slack they never even looked at the correct claim amount or investigated my claim just lies and now they are not living up to the agreement to investigate claims or pprotect its customers net spend cannot show proff that they contacted the merchants on the day of my claim or after in fact one of the merchants never even heard of a dispute department I want the promise of fraud protection all consumers need not to trust netspend Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her daughter purchased a Western Union NetSpend card but could not activate it because she is a minorShe is trying to get her daughter’s money returnedOn July 13, 2015, we reached out to Ms [redacted] by telephone and emailThe NetSpend card packaging informs the buyer that the person activating the card must be at least years of ageShe returned the email informing us that she has already been assistedA check is being mailed to her daughterThey will receive the check within business daysNetSpend regrets the inconvenience that Ms [redacted] and her daughter experienced while trying to activate the cardWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company ?
Tuesday, March 06, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usOn December 22, 2017, Ms [redacted] requested her Card Account to be closed The direct deposit we received on December 29, 2017, was rejected due to the Card Account closure It can take up to business days for the deposit to be returned back to the originator As you requested, we addressed this matter directly with Ms [redacted] on March 6, 2018, by way of telephoneWe provided her with further insight on the direct deposit processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: Again I am getting incorrect information I was told it would be solved by September 30,and now I have received October Regards, [redacted]
Tuesday, December 5, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to us 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 and in the card packaging We attempted to reach Mr [redacted] by way of telephone on November 28, and 30, 2017, but unfortunately, we were unable to speak with him We informed Mr [redacted] by email of our actions to resolve his complaint on December 5, Mr [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Mr [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him with this matter 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 Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] regarding her request to be reimbursed for unauthorized transactions that occurred on her account On December 17, 2015, someone claiming to be Ms [redacted] called to transfer funds to another NetSpend cardholder’s accountThis individual successfully answered all security questions in place which allowed the customer service representative to transfer the funds Ms [redacted] called the same day to report that the two transfers were unauthorizedOn January 4, 2016, our Disputes Department investigated Ms [redacted] ’s claim, and reimbursed her for the disputed transactionsThe next day she requested for customer service to close her account, and the request was honoredA check for the funds on her account was mailed to the address on fileMs [redacted] will receive the check for the remaining funds within ten business days from the account closure We reached out to Ms [redacted] on January 11th by telephone and email We have not had the opportunity to speak with her, but will address her concerns when she returns our callWe apologize for the inconvenience that Ms [redacted] went through while waiting for her disputes claim to be resolved She 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 his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on our card packaging Mr [redacted] purchased a Netspend card at WALMART on November 20, 2016, with $loaded on it Mr [redacted] attempted to activate his new account on November 20, but his identity information could not be automatically verifiedWe requested Mr [redacted] to provide copies of his identification documents in order to verify his identityMr [redacted] explained that he did not feel comfortable providing the documents required to activate the account and requested a refund A member of our Corporate Response Team attempted to reach Mr [redacted] to discuss his options to retrieve his funds, but unfortunately we have been unable to speak with him We request Mr [redacted] contact us back, we will be glad to discuss the options available to him A refund check for the full balance will be mailed to the address on file Mr [redacted] should receive the check within ten business days We apologize for the misinformation Mr [redacted] received from our Customer Service Department regarding the option to receive a refundWe have reported these incidents 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 her dispute claim On August 5, 2016, Ms [redacted] contacted our Customer Service Department to report an ACH (Automated Clearing House) unauthorized debit transaction that posted to her account by using her account and routing numbers We immediately opened an ACH dispute claim and began our investigation On August 17, we concluded our investigation with no credit being issued to Ms [redacted] ’s account as Ms [redacted] had previous authorized transactions with the merchant PAYPAL CREDITWe requested proof of cancellation of the service with the merchant, but have not receive the requested documentation A member of our Corporate Response Team reached out to Ms [redacted] on September 26, regarding the resolution of her ACH dispute claimOn September 27, we received the requested documentation and we re-investigation her claim and provided full reimbursement for the disputed ACH transactions We apologize for any misunderstanding regarding the documentation requested in order to assist us with our investigation 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
The issue with Netspend has been resolved
To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the activation of his Mother’s card and the requested documentationWe spoke with Mr [redacted] on August to address his concerns and explain that we were unable to approve Ms [redacted] card for full activation until we received additional documents that met our requirements in order to approve the accountWe received the verified documents and fully approved Ms [redacted] account on August She had access to her funds the same day We apologize for any misunderstanding of any direct mail marketing card offers Ms [redacted] may have otherwise received previously 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 recipientIf the recipient cannot be verified, then the offer cannot be activated We approved Ms [redacted] account on August 5, We have provided Ms [redacted] and Mr [redacted] with our contact information should they have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, September 15, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn August 19, 2016, Ms [redacted] contacted our Customer Service Department regarding an ATM transaction that she did not receive funds forWe promptly opened a dispute claim and began our investigationOn September 2, we determined that Ms***’ dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim A member of our Corporate Response Team spoke with Ms [redacted] on September 12, to review her dispute claim Ms [redacted] provided a copy of her ATM receipt confirming that the funds were not dispensedWe have issued Ms [redacted] a provisional credit while her claim is under investigation and will provide her with an update on her claim by the end of the day on October 3.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 problems she has experienced with her dispute claimShe’s requesting to be reimbursed for the unauthorized transactions that occurred last year Ms [redacted] informed NetSpend of her desire to dispute several unauthorized charges that posted to her account between March and September of Under the terms of the cardholder agreement; which are written in a manner to align with Regulation E of the Electronic Funds Transfer Act, cardholders are required to report errors such as unauthorized transactions or billing errors within days of electronically accessing their accountMs [redacted] stated she had difficulty opening a claim online, though our records indicate Ms [redacted] accessed her account through the NetSpend website several times between the dates of the disputed transactionsOn November 2nd, 2015, she contacted our Customer Service Department to file her dispute claimWe spoke to Ms [redacted] on March 3rd, and after further review by our Disputes Department, we informed her that the transactions would remain out of the timeframe allowable to file the dispute under Visa processing rules.We apologize for any inconvenience Ms [redacted] experienced with her dispute If she has any further questions, Ms [redacted] has our contact informationThank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: HE WAS MY EX-HUSBAND -- NOT MY HUSBAND, WE HAVE BEEN DIVORCED FOR YEARS!!! This account was IN MY NAME ONLY There was no need for social security to even contact you in the first place and they certainly have no right to MY funds This is ludicrous You have no legal right to close MY account due to the death of a husband I divorced years ago whose name WAS NOT ON THE ACCOUNT, Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions she was unable to access the website and the debit card was not workingShe wants an explanation and her monthly fee refunded to herOn August 19, 2015, NetSpend experienced a brief outage that interrupted service to our customersWe apologize for the difficulties Ms [redacted] and her fiancé encountered during the early morning hoursThis rare unforeseen occurrence was corrected as expeditiously as possibleWe have refunded the monthly Fee Plan cost back to Ms [redacted] ’s accountNetSpend regrets the inconvenience that Ms [redacted] experienced during the outageWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: first November my account was never blockedon November Regards,there was charges on my account not done by me...per your policy the transactions need to not be in pending status to do anything firstYour csr told me to contact merchant...merchant agreed said there was error and was to credit my account from 11/17/back daysThere was never any new charges on 12/14/they are the same charges that never got fixedMerchant refunded wrong charges..He did google king playnot google machine playMachine play is what should be credited back since 11/16/On 12/your csr put me in dispute instead of giving google the paperwork they needed to refundYour policy states I can rectify with merchantof your cars told me this as well only vin on 12/said dispute...wouldn't answer why.said I had tooBlocked my card...still never got one from your companyContacted repeatedly about how this wasn't supposed to be a disputeYou called me timeI returned your call times and sent emails to you and to roche in responsestill no replyYou still haven't contacted google for your "investigation" but I haveThey just need the transactions on machine play to payAs of 12/24/Fix the dispute your csr put me in contact google with transactions so I can have my money back [redacted]
Wednesday, December 7, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his stop payment request On November 22, 2016, Mr [redacted] contacted our Customer Service Department to request a stop payment for a transaction he completed The agent processed a verbal stop payment for State Farm Insurance in the amount of $The following day, Call Pass Tech collected $from Mr [redacted] account by ACH debit Mr [redacted] contacted us on November 23, to dispute the $ACH debit from Call Pass Tech We promptly opened a dispute claim and started our investigation We informed Mr [redacted] of the investigation timeframe afforded under Regulation E and requested documentation to assist with his claim On November 25, we concluded our investigation for Mr [redacted] dispute claim and no credit was issued because we did not find that an error occurred Due to the previous history with the merchant, we requested a copy of the cancellation document or duplicate payment receipt to reopen the ACH dispute claim In response to Mr [redacted] communication, we spoke with him on December 7, and explained the ACH stop payment and dispute process Mr [redacted] stated that he never received the dispute documentation to his address because he had moved We updated his address and resent the dispute documentation He should receive this information in the mail within business daysWe provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To whom it may concern: Thank you for forwarding Mr [redacted] complaint to usWhen investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an accountWe’ve reviewed Mr [redacted] account and show that he opened a dispute claim online on May 15, for one $ATM transaction that posted on May 11, (dispute claim number [redacted] )The claim was closed without reimbursement after receiving documentation from the merchant on May 30, validating the transactionAfter review, we’ve determined that this claim was handled correctlyHe did not open any additional recent claimsWe attempted to reach Mr [redacted] by phone and email on June and June concerning the additional transactions provided in his complaint but unfortunately, were unable to speak with himHis complaint mentions a $transaction that he never madeFor the protection of his funds, we have cancelled the card used to make the unauthorized transaction and ordered a replacement card to be mailed to the address on fileWe attempted to call Mr [redacted] again on June 7, concerning this and the other transactions he mentioned, but have not heard back from himOur records show there is another active card on his account that he can use to access his fundsWe mailed Mr [redacted] a letter on June 7, outlining our actions to resolve his complaintIt should be received within the next five business days His case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with his matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I was left a voicemail to contact Me [redacted] back, in which I did but I did not receive a responseIn addition, NetSpend is violation multiple regulations per the TTCI have provided proof to the company showing identity theft from the Federal Trade Commission as I was told by the Federal Trade CommissionNETSPEND is a horrible company that does not go by corporate laws, in which that is one of the reason why the FTC filed a lawsuit against them and NetSpend was required to pay back a $million dollars to settle FTC related complaint If you will like to review this complaint please email [email protected] as wellI am going to contact the FTC as advised and my lawyerI have tried resolving this with NetSpend but they have very bad response times and customer serviceI have asked to speak with a vice president and or the highest manager and I am simply sent to customer service, or the representative who sent these responses never answer! NetSpend is fraudulentbusiness practicesIn addition, their response time is very bad as well Regards, [redacted]
To Whom It May Concern: We received complaint # filed with your office by [redacted] concerning her dispute claim On August 2, 2016, Ms [redacted] contacted us to report an unauthorized transactions that occurred on her account We immediately blocked his card to prevent additional unauthorized charges and ordered a replacementWe also informed Ms [redacted] that the transactions were in a pending status and we would need to wait for the amounts to settle and post to her account then a claim would be initiated Ms [redacted] contacted us on August and we promptly opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation E In response to her communication, a member of our Corporate Response Team reached out to Ms [redacted] on August 10, and explained the dispute process and her claim is scheduled for an update on August We completed our investigation and finalized her claim on August We provided full reimbursement to MsElliott’s account for the disputed transactions and the associated transaction fees We understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure product 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
Revdex.com: TThank you for reaching outAll is good nowI apprecite it! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I personally called the merchants and net spend never even contacted them concerning the charges ..the amount of my dispute was incorrect net spend posted that I was disputing dollars when in fact the suspect was for dollars I told Custumer services all the charges that I myself made.I have numerous emails in regards to my claim with net spend saying they will reinvestigate etc.they made a tremendous costly error my dispute it shows several locations there is no way in the world I could be at all those locations at one time in the amount of time my card was used.how is there proof I benefited from those transactions net spend never investigated..I heard lie after lie from this company Saying someone would contact me my complaint is being sent to manager.then I get a auto respond with the incorrect claim amount saying the same thing they are so slack they never even looked at the correct claim amount or investigated my claim just lies and now they are not living up to the agreement to investigate claims or pprotect its customers net spend cannot show proff that they contacted the merchants on the day of my claim or after in fact one of the merchants never even heard of a dispute department I want the promise of fraud protection all consumers need not to trust netspend Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her daughter purchased a Western Union NetSpend card but could not activate it because she is a minorShe is trying to get her daughter’s money returnedOn July 13, 2015, we reached out to Ms [redacted] by telephone and emailThe NetSpend card packaging informs the buyer that the person activating the card must be at least years of ageShe returned the email informing us that she has already been assistedA check is being mailed to her daughterThey will receive the check within business daysNetSpend regrets the inconvenience that Ms [redacted] and her daughter experienced while trying to activate the cardWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company ?
Tuesday, March 06, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usOn December 22, 2017, Ms [redacted] requested her Card Account to be closed The direct deposit we received on December 29, 2017, was rejected due to the Card Account closure It can take up to business days for the deposit to be returned back to the originator As you requested, we addressed this matter directly with Ms [redacted] on March 6, 2018, by way of telephoneWe provided her with further insight on the direct deposit processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: Again I am getting incorrect information I was told it would be solved by September 30,and now I have received October Regards, [redacted]