Wednesday, April 27, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the overdraft fees assessed on her account The optional Overdraft Protection Program (ODP) allows eligible customers with direct deposit to complete transactions that would normally be declined for insufficient funds Each time the card balance goes into the negative beyond the $buffer, a $ODP fee is incurred NetSpend will only collect three overdraft fees per calendar month Customers also have a hour grace period to fund the account for the overdrafted amount to avoid the collection of the ODP fee On April 16, 2016, three separate charges from Apple Itunes caused an overdraft on Ms***’ account Each transaction incurred a $ODP fee Because Apple Itunes did not collect the transactions, the ODP fees were released on April Our records show that all fees were charged correctly in accordance with the Optional Overdraft Protection Program terms Ms [redacted] agreed to on January 26, As of this writing, there are no pending overdraft fees on the accountWe 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] Ms [redacted] states that her children received unsolicited Brink’s Prepaid MasterCard offersShe‘s requesting that we don’t send these offers going forward, and wants to know how we obtained their informationNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of ageOn August 6, 2015, we reached out to Ms [redacted] by telephone and emailWe informed her that our system has been updated to block the name and address that we received to send the card offers to her childrenA request to our marketing department has been sent out for the specific source information as to how Ms [redacted] ’s children’s information was obtainedWhen we receive an update from our request, we will relay it to Ms [redacted] We apologize for any inconvenience that Ms [redacted] has experienced as a result of these card offers that were sent to her childrenShe has been given our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] mentions that NetSpend is unwilling to pay money owed to himHe’s requesting a refund of $as well as any additional feesOn September 29th, a transaction from GCI*MSCN-FRND-WB for $was charged to Mr [redacted] ’ cardHe spoke with customer service and was informed that he needed to send in confirmation from the merchant, advising that the transaction was cancelled or voidedNo documents were received to release the pending chargeWe released the funds back to his account on October 5th as a courtesyOur release is not a void or cancel of the original transactionIf that merchant collects the funds later, Mr [redacted] will have to either work with the merchant to retrieve his funds, or file a dispute against the transactionNetSpend regrets the inconvenience that Mr [redacted] experienced while attempting to have his pending funds released back into his accountHe has been given our contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, October 2, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] , concerning the dispute claim he opened on his NetSpend Premier Visa Prepaid card On September 25, 2015, Mr [redacted] called NetSpend to dispute nine unauthorized charges on his stolen card We blocked his card to prevent further unauthorized use, immediately opened a dispute claim and began our investigationWe also informed Mr [redacted] of the business day investigation timeframe afforded to financial institutions under Regulation E The provisional credit is not automatic and will be addressed after our initial investigation We understand how frustrating it can be to experience unauthorized chargesWe appreciate Mr [redacted] ’s patience as we continue our investigation of his claim We have provided Mr [redacted] our contact information should he have any additional questions or concerns We will also send him a follow up letter to address his concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, June 9, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on June 8, by way of telephoneWe sent him emails detailing the actions taken on his account to resolve his concerns 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] concerning a block that was placed on his account as a result of having a negative balance He’s requesting to have access to his account immediately so that he can access the funds that were recently depositedOn October 2, 2015, our system blocked Mr [redacted] ’ account because it had a negative balance of $for consecutive days He received a direct deposit to the same account on November 4th for $1589.66, and a notification was sent to our Recoveries Department to recover the negative balance in efforts to remove the blockOn November 7th, the negative balance was recovered and the account block was removed A text alert was also sent to Mr [redacted] to notify him of the block removal We reached out to Mr [redacted] by telephone and email on November 13th We have yet to speak with him, but will assist with his concerns when he returns our callNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account block We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not receivedOn April 12, 2016, Ms [redacted] purchased a business account with NetSpendMs [redacted] was expecting to receive a personalized card in the mail with her business name on it, but received a personalized card with her first and last name on it insteadUpon receipt of her complaint, we spoke with Ms [redacted] on May to assist with her card orderWe obtained additional information from her and requested a personalized card with her business name on it Ms [redacted] should receive this card within 7-business days.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] * [redacted] concerning a Payback Reward that she was not reimbursed forShe’s requesting to receive a credit to her account in the amount of $225.On December 12, 2015, Ms [redacted] contacted our customer service regarding a credit that was supposed to be issued to her account from a Payback Reward that was offered to herPayback Rewards is a free program that pays our cardholder’s back for certain purchases that they make with participating merchantsThere are eligibility requirements to obtain the benefits of this programMs [redacted] informed us that she did apply for service with Direct TV on October 19, Our records show that there was a transaction made on October19th for AT&T in the amount of $ We spoke with Ms [redacted] on December 22st and addressed her concernsWe apologize that she has not been reimbursed for the Payback RewardWe are currently investigating why the credit has not been applied, and are making sure that the purchase meets the eligibility requirementsThe investigation can take between to business days, but we will contact her as soon as an update is obtainedIn the meantime, Ms [redacted] has 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 transfer from PayPal that she is expecting to be deposited on her PayPal Prepaid MasterCard She’s requesting the transfer of funds to be completed On December 7, 2015, we reached out to Ms [redacted] by telephone and email We are attempting to clarify the concern she has regarding the limits associated with the PayPal instant transfer feature, managed by NetSpend When she responds to our call, we will go over the instant transfer limits of $per day and $per rolling day period, as well as the fees associated with the card NetSpend regrets the inconvenience that Ms [redacted] experienced with our product We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, July 21, 2016To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the closure of her account We appreciate Ms***’s additional comments Our Risk Management Team re-reviewed Ms ***’ account activity on June 28, The same day, we sent the conclusion of our investigation to the email address she provided We resent the information to Ms [redacted] on July Our Risk Management Team closed Ms***’ account due to risk factors that were identified during our dispute investigation As a result, Ms [redacted] is no longer eligible for products managed by NetSpend The factors that lead to our decision are not shared with consumers for security reasons In response to her communication, we attempted to contact Ms [redacted] on July 21, but unfortunately, we were not able to speak with her We will assist Ms [redacted] further when she contacts us back We apologize for the service that Ms [redacted] experienced with the analyst she last spoke with We have reported this incident to the management staff of the analyst.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
Complaint [redacted] I am rejecting this response because: It was only after Revdex.com sent me a note saying they have tried to text and call me that I got a response! I called them back and emailed them after I received the email and then I have heard nothing, once again Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:the issue was not resolved completely the money may be in route by check instead of just refunding back the same way I paidIt's simply an inconvenience to me and not only that the representive I spoke with informed me that my social security number was that of a deceased, still after all this he claims his system states that and "I need to look into that"Well I did look into and social security stated my social is not showing that so I am not sure what system netspend is using but it's very disturbing to be told such a think about sensitive information such as my socialI now feel extremely uncomfortable that this company has my social, I please ask for my information to be removed if possible I want no connection to netspendIt's unfortunate that they provided information about something that is serious, I take my financial and personal information seriously Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on September 20, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Tuesday, November 7, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usWe validated that Mr [redacted] ’s cards are no longer active and cannot be used for additional unauthorized transactionsHis dispute claims were closed with no error found on October 4, and 22, After a review on October 27, we determined Mr [redacted] ’s claims were handled appropriatelyWe emailed him the investigation documentsAs you requested, we addressed this matter directly with Mr [redacted] on November 7, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaintMr [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 matterThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn November 23, 2016, Mr [redacted] contacted our Customer Service Department to report two unauthorized charges on his account from LYFT for $and $We immediately blocked the card to prevent additional unauthorized transactions and ordered him a replacement cardWe informed Mr [redacted] that the transactions were still pending and that we needed the transactions to post in order to assist him with a dispute claimA member of our Corporate Response Team spoke with Mr [redacted] on November 30, and we opened a dispute claim for the two unauthorized transactions that were collected by the merchantWe immediately began our investigation and explained the timeframe afforded under Regulation EOn December 01, 2016, we concluded our investigation of the claim and provided Mr [redacted] with a full reimbursement of the disputed transactionsThe results of our investigation were sent to Mr [redacted] We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with calling our customer service and with her disputes claimShe’s requesting a refund for the disputed items and the fee that was assessed to transfer her funds to another account On December 7, 2015, Ms [redacted] disputed an ATM transaction When she spoke with customer service, she was informed that an update would be provided on the tenth business day, December 21st A card was also ordered to replace the compromised one The delivery timeframe is 7-business days She received the new card and activated it on December 14th On the tenth business day, our Disputes Department provided an update on the claim and credited the full amount of her disputed transaction and feesWe reached out to Ms [redacted] on December 28th by telephone and email We apologize for any rude or inconsistent behavior she’s experienced while speaking with customer service It is always our intent to provide staffing that is courteous and informative We will address her concerns when she returns our call NetSpend understands that the disputes process is lengthy, and we appreciate Ms [redacted] ’s patience as we attempt to retrieve her funds We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit she has not receivedOn June 9, 2016, we spoke with Ms [redacted] to address the concerns about her direct depositWe confirmed that she has not received a direct deposit from her employer since January We explained the ACH (Automated Clearing House) deposit process and advised that we post ACH deposits to our cardholder’s account within an hour of receiving the funds from the sender.We recommended that Ms [redacted] contact the sender of her deposit to research what occurredWe will make Ms***’s deposit available as soon as it is sent over to NetSpendWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a replacement card he never received He’s requesting a card in order to access to his funds On January 26, 2016, Mr [redacted] ordered a new NetSpend card to replace the one he lost The agent he spoke with entered an incorrect address and that card was not able to be delivered We spoke with Mr [redacted] on February 5th and apologized for the error in his address After updating his information, we ordered him another card that was express shipped to his address He received his new card and activated it on February 9th Appropriate action was taken with the agent responsible to insure this does not happen again NetSpend deeply regrets the inconvenience that Mr [redacted] experienced with receiving the card to his addressHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Wednesday, July 6, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the overdraft fees associated with her accountOn July 2, 2016, a transaction from Google caused an overdraft fee on Ms [redacted] s account If a cardholder fails to bring their Card Account back to a zero or positive balance within hours from the time of the first transaction causing an overdrawn balance greater than $10.00, the cardholder will incur an Overdraft Protection Service Fee for each transaction approved after their Card Account balance was greater than $overdrawn.In response to her communication, we spoke with Ms [redacted] on July 6, We explained the overdraft fees charged to her account are in accordance with the Optional Overdraft Protection agreement terms We also advised Ms [redacted] of the maximum overdraft limit 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
Thursday, June 23, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On April 5, 2016, Ms [redacted] used her card for a transaction with www[redacted] .com for $ On April 15, the same merchant credited Ms [redacted] ’s account $ Ms [redacted] disputed the original charge of $on May We immediately opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframes afforded under Regulation E We concluded our investigation of Ms [redacted] ’s dispute claim on June and no credit was issued because we did not find that an error occurredThe merchant provided documents to validate the transaction A letter detailing the disputes claim investigation was mailed to Ms [redacted] ’s address on file Upon receiving Ms [redacted] ’s complaint, we reached out to her on June 23, but unfortunately, we have not had the opportunity to speak with her We sent an email explaining her disputes claim and included a copy of her transaction history 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
Wednesday, April 27, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the overdraft fees assessed on her account The optional Overdraft Protection Program (ODP) allows eligible customers with direct deposit to complete transactions that would normally be declined for insufficient funds Each time the card balance goes into the negative beyond the $buffer, a $ODP fee is incurred NetSpend will only collect three overdraft fees per calendar month Customers also have a hour grace period to fund the account for the overdrafted amount to avoid the collection of the ODP fee On April 16, 2016, three separate charges from Apple Itunes caused an overdraft on Ms***’ account Each transaction incurred a $ODP fee Because Apple Itunes did not collect the transactions, the ODP fees were released on April Our records show that all fees were charged correctly in accordance with the Optional Overdraft Protection Program terms Ms [redacted] agreed to on January 26, As of this writing, there are no pending overdraft fees on the accountWe 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] Ms [redacted] states that her children received unsolicited Brink’s Prepaid MasterCard offersShe‘s requesting that we don’t send these offers going forward, and wants to know how we obtained their informationNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of ageOn August 6, 2015, we reached out to Ms [redacted] by telephone and emailWe informed her that our system has been updated to block the name and address that we received to send the card offers to her childrenA request to our marketing department has been sent out for the specific source information as to how Ms [redacted] ’s children’s information was obtainedWhen we receive an update from our request, we will relay it to Ms [redacted] We apologize for any inconvenience that Ms [redacted] has experienced as a result of these card offers that were sent to her childrenShe has been given our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] mentions that NetSpend is unwilling to pay money owed to himHe’s requesting a refund of $as well as any additional feesOn September 29th, a transaction from GCI*MSCN-FRND-WB for $was charged to Mr [redacted] ’ cardHe spoke with customer service and was informed that he needed to send in confirmation from the merchant, advising that the transaction was cancelled or voidedNo documents were received to release the pending chargeWe released the funds back to his account on October 5th as a courtesyOur release is not a void or cancel of the original transactionIf that merchant collects the funds later, Mr [redacted] will have to either work with the merchant to retrieve his funds, or file a dispute against the transactionNetSpend regrets the inconvenience that Mr [redacted] experienced while attempting to have his pending funds released back into his accountHe has been given our contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, October 2, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] , concerning the dispute claim he opened on his NetSpend Premier Visa Prepaid card On September 25, 2015, Mr [redacted] called NetSpend to dispute nine unauthorized charges on his stolen card We blocked his card to prevent further unauthorized use, immediately opened a dispute claim and began our investigationWe also informed Mr [redacted] of the business day investigation timeframe afforded to financial institutions under Regulation E The provisional credit is not automatic and will be addressed after our initial investigation We understand how frustrating it can be to experience unauthorized chargesWe appreciate Mr [redacted] ’s patience as we continue our investigation of his claim We have provided Mr [redacted] our contact information should he have any additional questions or concerns We will also send him a follow up letter to address his concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, June 9, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on June 8, by way of telephoneWe sent him emails detailing the actions taken on his account to resolve his concerns 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] concerning a block that was placed on his account as a result of having a negative balance He’s requesting to have access to his account immediately so that he can access the funds that were recently depositedOn October 2, 2015, our system blocked Mr [redacted] ’ account because it had a negative balance of $for consecutive days He received a direct deposit to the same account on November 4th for $1589.66, and a notification was sent to our Recoveries Department to recover the negative balance in efforts to remove the blockOn November 7th, the negative balance was recovered and the account block was removed A text alert was also sent to Mr [redacted] to notify him of the block removal We reached out to Mr [redacted] by telephone and email on November 13th We have yet to speak with him, but will assist with his concerns when he returns our callNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account block We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not receivedOn April 12, 2016, Ms [redacted] purchased a business account with NetSpendMs [redacted] was expecting to receive a personalized card in the mail with her business name on it, but received a personalized card with her first and last name on it insteadUpon receipt of her complaint, we spoke with Ms [redacted] on May to assist with her card orderWe obtained additional information from her and requested a personalized card with her business name on it Ms [redacted] should receive this card within 7-business days.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] * [redacted] concerning a Payback Reward that she was not reimbursed forShe’s requesting to receive a credit to her account in the amount of $225.On December 12, 2015, Ms [redacted] contacted our customer service regarding a credit that was supposed to be issued to her account from a Payback Reward that was offered to herPayback Rewards is a free program that pays our cardholder’s back for certain purchases that they make with participating merchantsThere are eligibility requirements to obtain the benefits of this programMs [redacted] informed us that she did apply for service with Direct TV on October 19, Our records show that there was a transaction made on October19th for AT&T in the amount of $ We spoke with Ms [redacted] on December 22st and addressed her concernsWe apologize that she has not been reimbursed for the Payback RewardWe are currently investigating why the credit has not been applied, and are making sure that the purchase meets the eligibility requirementsThe investigation can take between to business days, but we will contact her as soon as an update is obtainedIn the meantime, Ms [redacted] has 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 transfer from PayPal that she is expecting to be deposited on her PayPal Prepaid MasterCard She’s requesting the transfer of funds to be completed On December 7, 2015, we reached out to Ms [redacted] by telephone and email We are attempting to clarify the concern she has regarding the limits associated with the PayPal instant transfer feature, managed by NetSpend When she responds to our call, we will go over the instant transfer limits of $per day and $per rolling day period, as well as the fees associated with the card NetSpend regrets the inconvenience that Ms [redacted] experienced with our product We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, July 21, 2016To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the closure of her account We appreciate Ms***’s additional comments Our Risk Management Team re-reviewed Ms ***’ account activity on June 28, The same day, we sent the conclusion of our investigation to the email address she provided We resent the information to Ms [redacted] on July Our Risk Management Team closed Ms***’ account due to risk factors that were identified during our dispute investigation As a result, Ms [redacted] is no longer eligible for products managed by NetSpend The factors that lead to our decision are not shared with consumers for security reasons In response to her communication, we attempted to contact Ms [redacted] on July 21, but unfortunately, we were not able to speak with her We will assist Ms [redacted] further when she contacts us back We apologize for the service that Ms [redacted] experienced with the analyst she last spoke with We have reported this incident to the management staff of the analyst.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
Complaint [redacted] I am rejecting this response because: It was only after Revdex.com sent me a note saying they have tried to text and call me that I got a response! I called them back and emailed them after I received the email and then I have heard nothing, once again Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:the issue was not resolved completely the money may be in route by check instead of just refunding back the same way I paidIt's simply an inconvenience to me and not only that the representive I spoke with informed me that my social security number was that of a deceased, still after all this he claims his system states that and "I need to look into that"Well I did look into and social security stated my social is not showing that so I am not sure what system netspend is using but it's very disturbing to be told such a think about sensitive information such as my socialI now feel extremely uncomfortable that this company has my social, I please ask for my information to be removed if possible I want no connection to netspendIt's unfortunate that they provided information about something that is serious, I take my financial and personal information seriously Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on September 20, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Tuesday, November 7, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usWe validated that Mr [redacted] ’s cards are no longer active and cannot be used for additional unauthorized transactionsHis dispute claims were closed with no error found on October 4, and 22, After a review on October 27, we determined Mr [redacted] ’s claims were handled appropriatelyWe emailed him the investigation documentsAs you requested, we addressed this matter directly with Mr [redacted] on November 7, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaintMr [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 matterThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn November 23, 2016, Mr [redacted] contacted our Customer Service Department to report two unauthorized charges on his account from LYFT for $and $We immediately blocked the card to prevent additional unauthorized transactions and ordered him a replacement cardWe informed Mr [redacted] that the transactions were still pending and that we needed the transactions to post in order to assist him with a dispute claimA member of our Corporate Response Team spoke with Mr [redacted] on November 30, and we opened a dispute claim for the two unauthorized transactions that were collected by the merchantWe immediately began our investigation and explained the timeframe afforded under Regulation EOn December 01, 2016, we concluded our investigation of the claim and provided Mr [redacted] with a full reimbursement of the disputed transactionsThe results of our investigation were sent to Mr [redacted] We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with calling our customer service and with her disputes claimShe’s requesting a refund for the disputed items and the fee that was assessed to transfer her funds to another account On December 7, 2015, Ms [redacted] disputed an ATM transaction When she spoke with customer service, she was informed that an update would be provided on the tenth business day, December 21st A card was also ordered to replace the compromised one The delivery timeframe is 7-business days She received the new card and activated it on December 14th On the tenth business day, our Disputes Department provided an update on the claim and credited the full amount of her disputed transaction and feesWe reached out to Ms [redacted] on December 28th by telephone and email We apologize for any rude or inconsistent behavior she’s experienced while speaking with customer service It is always our intent to provide staffing that is courteous and informative We will address her concerns when she returns our call NetSpend understands that the disputes process is lengthy, and we appreciate Ms [redacted] ’s patience as we attempt to retrieve her funds We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit she has not receivedOn June 9, 2016, we spoke with Ms [redacted] to address the concerns about her direct depositWe confirmed that she has not received a direct deposit from her employer since January We explained the ACH (Automated Clearing House) deposit process and advised that we post ACH deposits to our cardholder’s account within an hour of receiving the funds from the sender.We recommended that Ms [redacted] contact the sender of her deposit to research what occurredWe will make Ms***’s deposit available as soon as it is sent over to NetSpendWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a replacement card he never received He’s requesting a card in order to access to his funds On January 26, 2016, Mr [redacted] ordered a new NetSpend card to replace the one he lost The agent he spoke with entered an incorrect address and that card was not able to be delivered We spoke with Mr [redacted] on February 5th and apologized for the error in his address After updating his information, we ordered him another card that was express shipped to his address He received his new card and activated it on February 9th Appropriate action was taken with the agent responsible to insure this does not happen again NetSpend deeply regrets the inconvenience that Mr [redacted] experienced with receiving the card to his addressHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Wednesday, July 6, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the overdraft fees associated with her accountOn July 2, 2016, a transaction from Google caused an overdraft fee on Ms [redacted] s account If a cardholder fails to bring their Card Account back to a zero or positive balance within hours from the time of the first transaction causing an overdrawn balance greater than $10.00, the cardholder will incur an Overdraft Protection Service Fee for each transaction approved after their Card Account balance was greater than $overdrawn.In response to her communication, we spoke with Ms [redacted] on July 6, We explained the overdraft fees charged to her account are in accordance with the Optional Overdraft Protection agreement terms We also advised Ms [redacted] of the maximum overdraft limit 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
Thursday, June 23, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On April 5, 2016, Ms [redacted] used her card for a transaction with www[redacted] .com for $ On April 15, the same merchant credited Ms [redacted] ’s account $ Ms [redacted] disputed the original charge of $on May We immediately opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframes afforded under Regulation E We concluded our investigation of Ms [redacted] ’s dispute claim on June and no credit was issued because we did not find that an error occurredThe merchant provided documents to validate the transaction A letter detailing the disputes claim investigation was mailed to Ms [redacted] ’s address on file Upon receiving Ms [redacted] ’s complaint, we reached out to her on June 23, but unfortunately, we have not had the opportunity to speak with her We sent an email explaining her disputes claim and included a copy of her transaction history 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