To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she disputed a transaction with ComcastComcast told her they released the moneyShe wants the money returned to herOn May 7, we spoke with Ms [redacted] and explained the disputes processWhen the transaction is disputed, the funds are taken from the merchant until the disputes claim is finalized on June 8thDuring the disputes timeframe the merchant can present documents to validate the reason for the transactionIf no validation is made by the merchant for the funds in question, the money is returned to the cardholder the next business day after the final claim dateNetSpend understands the disputes process can be a lengthy oneWe appreciate Ms***’ patience while we retrieved her funds from the merchantWe have provided her 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 Jalesky [redacted] concerning a refund check for an account he closed He’s requesting to receive the check as soon as possible On February 2, 2016, Mr [redacted] contacted Netspend requesting to close his account and have a check for his remaining funds be sent to his address on file On February 26th, Mr [redacted] contacted us stating he has not received the check, and he confirmed the address we have is correct On March 2nd, our Accounting Department verified the check has not been cashed and that a new check will be mailed to Mr [redacted] He should receive this check within business days.On March 7th, I spoke with Mr [redacted] to address his concernsNetSpend regrets any inconvenience that Mr [redacted] experienced while waiting to receive his checkHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: I did send them documentation twice both times they claim they didn't receive themIt clearly states one time tranactionThey where rude on the phone with meI notified them of the error when it was still pending and was told I had to wait until it was completedI was never contacted by the bail bondsman nor did I authorize two more transactions Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her grandmother’s account.Netspend fully supports assisting the hearing impaired using a relay serviceOn March 16th, we spoke with Ms [redacted] and her grandmother using a relay service and were able to add Ms [redacted] onto [redacted] ’s account.NetSpend regrets the inconvenience that Ms [redacted] experienced while trying to assist her grandmother with her accountWe 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meWhen netspend spoke with me on the phone I clearly stated I never disputed any other transaction other than the one from which my card was stolenWhich was the $disputeHow they reported another problem, I really don't know and don't understandI don't get how all of your calls are recorded but you can't seem to go back and listen to all the calls from when I called so you will be able to see I never disputed any other transaction other than the one I disputed when my card was stolenHonestly I feel like y'all did it on purpose just so you can make it seem like I'm lying to you guys so you won't have to give me my money backAnd besides if you supposedly sent me a check for the remainder balance that was on my card, how come I never received noneSo I will not rest until I get the full amount of my money that was stolen from meEven if that means I have to sue you guys to get it backI should not have to suffer because someone stole my card, my daughter shouldn't have to sufferHow would you feel if you were in my shoesHow would you feel if you lost everything because a prepaid card company wouldn't give you your money backI'm now homeless with no car because your company don't want to give me my money backMy daughter is only months and should not have to experience this type of stuff., Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] is requesting to be reimbursed funds onto his Visa cardOn September 23, 2015, we spoke with Mr [redacted] concerning his NetSpend VISA Prepaid debit cardWe were able to obtain additional details of his concern, and have determined that the referenced card that he’s referring to is in a different name and addressMr [redacted] will send us a copy of the purchase receipt of the card that he’s referring to, and other identity documents so that we can proceed with resolving his concern of accessing his fundsOnce the documents are received and reviewed, we will activate the card in his name so he can have access to his fundsNetSpend regrets the inconvenience that Mr [redacted] experienced while attempting to activate his cardWe have provided him 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 Janeya [redacted] concerning the account maintenace fees that she incurred after days of inactivity on her NetSpend cardShe’s requesting a refund of the feesPer the terms and conditions of Ms [redacted] account, an account maintenance fee occurs each month after days of inactivityThis information can be found on our website, or in the terms and conditions that came with her card Ms [redacted] first account maintenance fee of $occurred on October 29, 2015, and the 2nd fee in NovemberShe had activity in December so no fee was assessedAs long as there is at least one card transaction every days, or the account balance is zero, no account maintenance fee will be assessedAs a result of the inconvenience, we have credited Ms [redacted] the account maintenance fee to her accountWe reached out to Ms [redacted] by telephone and email on January 4thWe have not had the opportunity to speak with her, but will further assist with her concerns when she returns our callNetSpend regrets the inconvenience that Ms [redacted] experienced with the account maintenance feesWe 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: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on March 1, 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
Monday, August 14, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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 usAs you requested, we addressed this matter directly with Ms [redacted] on August 14, by way of telephoneThe email we sent Ms [redacted] outlined our actions to resolve her complaintWe have removed Ms [redacted] name and address from our mailing list and she should not receive any future offers from any Netspend managed programsWe also submitted a request to our Marketing Department to provide information concerning how the name and address was obtainedWe will provide Ms [redacted] with this information when it is receivedThank 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: they charged my card for day I paid cash I got copy's from the dispute department which were not even accurate on there dates and the report that the manager wrote down about me not complaint about it when I was staying there is a big lie why would I not complain i.have taken it this far I was never able to see him cause he was never there I saw him the very last day of check out and I told him about it then when I also filed a complaint on a very rude employee who was rude and had no respect at all and she was trying to say I did not pay for the night before there is no way that I did not pay they would not of left me alone if I didn't pay so I had to wait there till the girl that I was talking to the time I had problems there sarai was her her name that was very nice and she finally got a hold of the general manager whom I spoke to about the employee and the charge on my card he had no time to mess with it at the time so I disputed it with netspend and I didn't get nowhere with them I got the run around still to this day I have the receipts I will send them sense the days inn couldn't send the receipts that I was needing I guess the person who gave me the receipts made a mistake by printing me out the recieots where they messed up at but now I hear I'm banned from that motel why cause of there mistake or is it discriminating now Regards, [redacted]
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her refund check We appreciate Ms [redacted] additional comments We re-reviewed her account and our records indicate we mailed her refund check on November 14, to the address on file Ms [redacted] should receive her funds within business daysWe apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management team of the customer service agents she spoke with so the proper coaching and/or disciplinary action can be taken 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 the problems he has experienced with his dispute claimOn March 29th, we sent Mr [redacted] documentation to support the conclusion by our Disputes Team of his claim being closed with no credit being issued to his accountThese documents included an IP query showing Mr [redacted] authenticated the pin number for the card he called to block lost/stolenMr [redacted] sent a copy of his incarceration documents; however, it is believed that Mr [redacted] benefited from the transactions he opened a claim for.Netspend regrets any inconvenience that Mr [redacted] experienced with the outcome of his claim He has been given our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Monday, November 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn October 20, 2016, an individual identifying themselves as Ms [redacted] initiated an account-to-account transfer of her funds to another NetSpend cardholder’s account Ms [redacted] contacted our Customer Service Department on October to report that her card had been compromised and she did not authorize the transfer We immediately blocked the card to prevent additional unauthorized usage and ordered a replacement We promptly opened a dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframe afforded under Regulation E We also disabled the account-to-account transfer feature on her account to prevent further unauthorized transfers At Ms [redacted] ’ request, we closed her accountOn November 4, we concluded our investigation of Ms [redacted] ’ dispute claim with no credit being issued to the account because we did not find an error occurred After additional review of the dispute claim, we issued full reimbursement for the disputed transaction back to Ms [redacted] ’ available balance on November A member of our Corporate Response Team spoke with Ms [redacted] on November 14, regarding her fundsA refund check for Ms [redacted] ’ available balance will be mailed to the address on file She should receive this within business days 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 withWe understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure productWe 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 double charges that occurred on her accountShe’s requesting to be reimbursed for the double chargeI spoke with Ms [redacted] on January 13, to address the double charges made from Apple ITunes for $and $1.99, that occurred on January 11th and 12thMs [redacted] understands why she received overdraft fees for the Apple ITunes transactions, and I advised her that she can dispute these transactions if neededThe card that was used for the ITunes transactions has been blocked, and a complimentary replacement card was sent to Ms [redacted] ’s address on fileNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the Apple ITunes transactionsShe has been given our contact information should she have any additional questions or concerns.Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, October 15, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a disputes claim she opened against an unauthorized transaction She’s requesting a full refund and a reimbursement for a $return fee she was charged On October 15, 2015, we reached out to Ms [redacted] by telephone and email concerning her transaction with AAA Membership Renewal We have yet to speak with her, but will assist with her concerns when she calls back The transaction was pending when she first called to dispute the charge, meaning the funds had not been collected by the merchant The disputes claim can be initiated once the merchant collects to funds This is a merchant that Ms [redacted] has previously given the card number to use When she calls back, we will gather further details on the disputes claim so it can be properly filed against the merchant NetSpend regrets the inconvenience that Ms [redacted] experienced with her disputes claim 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
To Whom It May Concern:We received complaint # filed with your office by [redacted] concerning her attempts to change her last name on her NetSpend account She’s requesting the account to be updated and to have her account reopened On October 29, 2015, we contacted Mrs [redacted] about her NetSpend account and resolved all of her concerns Her account is now reopened, and her last name is updated on the accountNetSpend apologizes for the inconvenience that Mrs [redacted] experienced while attempting to update her informationWe appreciate her being a long time customer with us She has been given our contact information should she have any further questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On June 12, 2016, Mr [redacted] contacted us to report unauthorized transactions that posted to his accountWe immediately blocked the card to prevent further unauthorized useWe promptly opened a dispute claim and began our investigationWe informed Mr [redacted] of the investigation timeframes afforded under Regulation E On June 26, we determined that Mr***’s dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim On June 30, Mr [redacted] contacted our Customer Service department to cancel his dispute claim as he recognized the transactions to be authorizedSince the chargeback had already be initiated with the merchant, we were unable to cancel the chargeback proceedingsMr***’s dispute claim is scheduled to be finalized by the end of the day on July The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigation.We contacted Mr [redacted] on July to discuss his dispute claim and explain the chargeback process We have 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: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his card account 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 Our packaging also informs that the person activating the card must be at least years of age and that it is not a gift card On September 8, 2016, Mr [redacted] purchased a new card account at Wal-Mart and loaded $The same day, Mr [redacted] attempted to activate his new NetSpend Card Account Mr [redacted] identity information could not be automatically verified We requested Mr [redacted] to provide copies of his identification documents to verify his identity in order to approve the Card Account A member of our Corporate Response Team attempted to contact Mr [redacted] on January 27, to discuss his Card Account, but we have not had the opportunity to speak with himPer Mr [redacted] request, we have closed his account As a courtesy, we have refunded the purchase price of the card and the account maintenance fees A refund check for the remaining balance will be mailed to Mr [redacted] To ensure we have the correct address on file we requested Mr [redacted] to contact usIf we are not able to confirm the address, the refund check will be mailed to the address provided for the card account, as it is different from the address provided to your officeHe should receive the check in business days 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] Ms [redacted] mentions that she still has not received her check for the remaining balance of her closed NetSpend accountShe desires an immediate refund of her moneyOn August 27, 2015, we spoke with Ms [redacted] concerning the check mailed to her addressWe informed her that the check was returned to NetSpend on August 19th due to an invalid addressShe confirmed her address and we processed a request to send the replacement check by UPSWe will contact her once the tracking number becomes availableNetSpend regrets the inconvenience that Ms [redacted] is experiencing with receiving the check for her fundsWe have provided her 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] ***Ms [redacted] states that she disputed a transaction with ComcastComcast told her they released the moneyShe wants the money returned to herOn May 7, we spoke with Ms [redacted] and explained the disputes processWhen the transaction is disputed, the funds are taken from the merchant until the disputes claim is finalized on June 8thDuring the disputes timeframe the merchant can present documents to validate the reason for the transactionIf no validation is made by the merchant for the funds in question, the money is returned to the cardholder the next business day after the final claim dateNetSpend understands the disputes process can be a lengthy oneWe appreciate Ms***’ patience while we retrieved her funds from the merchantWe have provided her 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 Jalesky [redacted] concerning a refund check for an account he closed He’s requesting to receive the check as soon as possible On February 2, 2016, Mr [redacted] contacted Netspend requesting to close his account and have a check for his remaining funds be sent to his address on file On February 26th, Mr [redacted] contacted us stating he has not received the check, and he confirmed the address we have is correct On March 2nd, our Accounting Department verified the check has not been cashed and that a new check will be mailed to Mr [redacted] He should receive this check within business days.On March 7th, I spoke with Mr [redacted] to address his concernsNetSpend regrets any inconvenience that Mr [redacted] experienced while waiting to receive his checkHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: I did send them documentation twice both times they claim they didn't receive themIt clearly states one time tranactionThey where rude on the phone with meI notified them of the error when it was still pending and was told I had to wait until it was completedI was never contacted by the bail bondsman nor did I authorize two more transactions Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her grandmother’s account.Netspend fully supports assisting the hearing impaired using a relay serviceOn March 16th, we spoke with Ms [redacted] and her grandmother using a relay service and were able to add Ms [redacted] onto [redacted] ’s account.NetSpend regrets the inconvenience that Ms [redacted] experienced while trying to assist her grandmother with her accountWe 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meWhen netspend spoke with me on the phone I clearly stated I never disputed any other transaction other than the one from which my card was stolenWhich was the $disputeHow they reported another problem, I really don't know and don't understandI don't get how all of your calls are recorded but you can't seem to go back and listen to all the calls from when I called so you will be able to see I never disputed any other transaction other than the one I disputed when my card was stolenHonestly I feel like y'all did it on purpose just so you can make it seem like I'm lying to you guys so you won't have to give me my money backAnd besides if you supposedly sent me a check for the remainder balance that was on my card, how come I never received noneSo I will not rest until I get the full amount of my money that was stolen from meEven if that means I have to sue you guys to get it backI should not have to suffer because someone stole my card, my daughter shouldn't have to sufferHow would you feel if you were in my shoesHow would you feel if you lost everything because a prepaid card company wouldn't give you your money backI'm now homeless with no car because your company don't want to give me my money backMy daughter is only months and should not have to experience this type of stuff., Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] is requesting to be reimbursed funds onto his Visa cardOn September 23, 2015, we spoke with Mr [redacted] concerning his NetSpend VISA Prepaid debit cardWe were able to obtain additional details of his concern, and have determined that the referenced card that he’s referring to is in a different name and addressMr [redacted] will send us a copy of the purchase receipt of the card that he’s referring to, and other identity documents so that we can proceed with resolving his concern of accessing his fundsOnce the documents are received and reviewed, we will activate the card in his name so he can have access to his fundsNetSpend regrets the inconvenience that Mr [redacted] experienced while attempting to activate his cardWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by Janeya [redacted] concerning the account maintenace fees that she incurred after days of inactivity on her NetSpend cardShe’s requesting a refund of the feesPer the terms and conditions of Ms [redacted] account, an account maintenance fee occurs each month after days of inactivityThis information can be found on our website, or in the terms and conditions that came with her card Ms [redacted] first account maintenance fee of $occurred on October 29, 2015, and the 2nd fee in NovemberShe had activity in December so no fee was assessedAs long as there is at least one card transaction every days, or the account balance is zero, no account maintenance fee will be assessedAs a result of the inconvenience, we have credited Ms [redacted] the account maintenance fee to her accountWe reached out to Ms [redacted] by telephone and email on January 4thWe have not had the opportunity to speak with her, but will further assist with her concerns when she returns our callNetSpend regrets the inconvenience that Ms [redacted] experienced with the account maintenance feesWe 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: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on March 1, 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
Monday, August 14, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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 usAs you requested, we addressed this matter directly with Ms [redacted] on August 14, by way of telephoneThe email we sent Ms [redacted] outlined our actions to resolve her complaintWe have removed Ms [redacted] name and address from our mailing list and she should not receive any future offers from any Netspend managed programsWe also submitted a request to our Marketing Department to provide information concerning how the name and address was obtainedWe will provide Ms [redacted] with this information when it is receivedThank 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: they charged my card for day I paid cash I got copy's from the dispute department which were not even accurate on there dates and the report that the manager wrote down about me not complaint about it when I was staying there is a big lie why would I not complain i.have taken it this far I was never able to see him cause he was never there I saw him the very last day of check out and I told him about it then when I also filed a complaint on a very rude employee who was rude and had no respect at all and she was trying to say I did not pay for the night before there is no way that I did not pay they would not of left me alone if I didn't pay so I had to wait there till the girl that I was talking to the time I had problems there sarai was her her name that was very nice and she finally got a hold of the general manager whom I spoke to about the employee and the charge on my card he had no time to mess with it at the time so I disputed it with netspend and I didn't get nowhere with them I got the run around still to this day I have the receipts I will send them sense the days inn couldn't send the receipts that I was needing I guess the person who gave me the receipts made a mistake by printing me out the recieots where they messed up at but now I hear I'm banned from that motel why cause of there mistake or is it discriminating now Regards, [redacted]
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her refund check We appreciate Ms [redacted] additional comments We re-reviewed her account and our records indicate we mailed her refund check on November 14, to the address on file Ms [redacted] should receive her funds within business daysWe apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management team of the customer service agents she spoke with so the proper coaching and/or disciplinary action can be taken 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 the problems he has experienced with his dispute claimOn March 29th, we sent Mr [redacted] documentation to support the conclusion by our Disputes Team of his claim being closed with no credit being issued to his accountThese documents included an IP query showing Mr [redacted] authenticated the pin number for the card he called to block lost/stolenMr [redacted] sent a copy of his incarceration documents; however, it is believed that Mr [redacted] benefited from the transactions he opened a claim for.Netspend regrets any inconvenience that Mr [redacted] experienced with the outcome of his claim He has been given our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Monday, November 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn October 20, 2016, an individual identifying themselves as Ms [redacted] initiated an account-to-account transfer of her funds to another NetSpend cardholder’s account Ms [redacted] contacted our Customer Service Department on October to report that her card had been compromised and she did not authorize the transfer We immediately blocked the card to prevent additional unauthorized usage and ordered a replacement We promptly opened a dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframe afforded under Regulation E We also disabled the account-to-account transfer feature on her account to prevent further unauthorized transfers At Ms [redacted] ’ request, we closed her accountOn November 4, we concluded our investigation of Ms [redacted] ’ dispute claim with no credit being issued to the account because we did not find an error occurred After additional review of the dispute claim, we issued full reimbursement for the disputed transaction back to Ms [redacted] ’ available balance on November A member of our Corporate Response Team spoke with Ms [redacted] on November 14, regarding her fundsA refund check for Ms [redacted] ’ available balance will be mailed to the address on file She should receive this within business days 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 withWe understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure productWe 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 double charges that occurred on her accountShe’s requesting to be reimbursed for the double chargeI spoke with Ms [redacted] on January 13, to address the double charges made from Apple ITunes for $and $1.99, that occurred on January 11th and 12thMs [redacted] understands why she received overdraft fees for the Apple ITunes transactions, and I advised her that she can dispute these transactions if neededThe card that was used for the ITunes transactions has been blocked, and a complimentary replacement card was sent to Ms [redacted] ’s address on fileNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the Apple ITunes transactionsShe has been given our contact information should she have any additional questions or concerns.Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, October 15, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a disputes claim she opened against an unauthorized transaction She’s requesting a full refund and a reimbursement for a $return fee she was charged On October 15, 2015, we reached out to Ms [redacted] by telephone and email concerning her transaction with AAA Membership Renewal We have yet to speak with her, but will assist with her concerns when she calls back The transaction was pending when she first called to dispute the charge, meaning the funds had not been collected by the merchant The disputes claim can be initiated once the merchant collects to funds This is a merchant that Ms [redacted] has previously given the card number to use When she calls back, we will gather further details on the disputes claim so it can be properly filed against the merchant NetSpend regrets the inconvenience that Ms [redacted] experienced with her disputes claim 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
To Whom It May Concern:We received complaint # filed with your office by [redacted] concerning her attempts to change her last name on her NetSpend account She’s requesting the account to be updated and to have her account reopened On October 29, 2015, we contacted Mrs [redacted] about her NetSpend account and resolved all of her concerns Her account is now reopened, and her last name is updated on the accountNetSpend apologizes for the inconvenience that Mrs [redacted] experienced while attempting to update her informationWe appreciate her being a long time customer with us She has been given our contact information should she have any further questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On June 12, 2016, Mr [redacted] contacted us to report unauthorized transactions that posted to his accountWe immediately blocked the card to prevent further unauthorized useWe promptly opened a dispute claim and began our investigationWe informed Mr [redacted] of the investigation timeframes afforded under Regulation E On June 26, we determined that Mr***’s dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim On June 30, Mr [redacted] contacted our Customer Service department to cancel his dispute claim as he recognized the transactions to be authorizedSince the chargeback had already be initiated with the merchant, we were unable to cancel the chargeback proceedingsMr***’s dispute claim is scheduled to be finalized by the end of the day on July The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigation.We contacted Mr [redacted] on July to discuss his dispute claim and explain the chargeback process We have 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: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his card account 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 Our packaging also informs that the person activating the card must be at least years of age and that it is not a gift card On September 8, 2016, Mr [redacted] purchased a new card account at Wal-Mart and loaded $The same day, Mr [redacted] attempted to activate his new NetSpend Card Account Mr [redacted] identity information could not be automatically verified We requested Mr [redacted] to provide copies of his identification documents to verify his identity in order to approve the Card Account A member of our Corporate Response Team attempted to contact Mr [redacted] on January 27, to discuss his Card Account, but we have not had the opportunity to speak with himPer Mr [redacted] request, we have closed his account As a courtesy, we have refunded the purchase price of the card and the account maintenance fees A refund check for the remaining balance will be mailed to Mr [redacted] To ensure we have the correct address on file we requested Mr [redacted] to contact usIf we are not able to confirm the address, the refund check will be mailed to the address provided for the card account, as it is different from the address provided to your officeHe should receive the check in business days 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] Ms [redacted] mentions that she still has not received her check for the remaining balance of her closed NetSpend accountShe desires an immediate refund of her moneyOn August 27, 2015, we spoke with Ms [redacted] concerning the check mailed to her addressWe informed her that the check was returned to NetSpend on August 19th due to an invalid addressShe confirmed her address and we processed a request to send the replacement check by UPSWe will contact her once the tracking number becomes availableNetSpend regrets the inconvenience that Ms [redacted] is experiencing with receiving the check for her fundsWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company