Monday, August 1, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her accountWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen 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 presented on the website when ordering the card and provided inside the envelope sent with the card mailingOn July 10, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verifiedWe requested him to provide copies of his identification documents to verify his identity manuallyMr [redacted] ’s direct deposit arrived on July 28, we sent Mr [redacted] an email requesting the required documents so the account could be approved for the posting of his depositUnfortunately, the documents he provided were inadequate to approve the accountThe posting timeframe for his deposit expired on July 29, and we returned the funds to the senderA member of our Corporate Response Team attempted to reach out to Mr [redacted] on August 1, but unfortunately, we were unable to speak with himWe emailed him the status of his direct depositWe 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 a statement for her deceased son’s accountOn April 7, 2016, [redacted] contacted us to report that her son had passed away on March We expressed our deepest condolences and explained what information is needed to provide details of the accountWe received documentation from [redacted] on April and Our Customer Service Department advised that her information will be reviewed with in calendar daysUpon receiving [redacted] ’s complaint, we reached out to our Legal Department to request a review of the documents she providedThe account history for her son’s account was mailed to her on May We spoke with [redacted] on May 17, and she confirmed that the account history was receivedWe apologize for the poor service that [redacted] experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents she spoke with.We have provided [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, July 24, 2017To 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] dispute claim and complaint that provisional credit was not providedAfter review, we’ve determined that his claim was handled correctly A check was mailed to Mr [redacted] address on file, however the funds were returned back to us because the check had expired We will mail Mr [redacted] another check and it should be received within business daysAs you requested, we addressed this matter directly with Mr [redacted] on July 24, by way of e-mailWe provided him with further insight on the dispute processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she disputed transactions on her account and the agent told her she would get the money back in days and her replacement card in daysShe wants the full amount refunded because she has billsOn June 14, 2015, Ms [redacted] called to report unauthorized charges on her NetSpend cardWe blocked the compromised card to prevent any further misuseWe ordered her a replacement cardThe transactions were still pending so we informed her that we could dispute the charges if the merchant collected the fundsThe merchants collected the next day and Ms [redacted] disputed the transactions on June 17thWe told her that an update will be provided on the claim in ten business days, July 1stThe provisional credit decision will be made on that dayThe final date of the disputes claim can be – days for domestic transactionsNetSpend understands the disputes process is lengthyWe appreciate Ms***’s patience as we attempt to retrieve her fundsWe have provided Ms [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, July 22, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On July 7, 2016, Ms [redacted] contacted us to report an unauthorized transaction that posted to her accountWe immediately blocked her card to prevent further unauthorized activity and ordered her a replacement card with a 7-business day deliveryWe opened a dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframes afforded under Regulation E Ms [redacted] received and activated her replacement card on July We issued a provisional credit to Ms [redacted] ’s account on July 21, while we continue our investigation of her dispute claim A member of our Corporate Response Team was able to speak with Ms [redacted] on July regarding her dispute claimMs [redacted] confirmed she had no further questions or concerns Ms [redacted] ’s claim is scheduled to be finalized on August The results of the investigation will be sent to her within three business days of completing our investigation We apologize for any information that wasn’t consistent regarding the timeframe to receive her cardAdditionally, we understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure productAs a courtesy, we have issued $credit to Ms [redacted] ’s account 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 inconvenience that she’s experiencing with her disputes claimShe’s requesting to access her funds at no added cost On January 14, 2016, [redacted] called customer service to question a transaction with Hawthorne Suites for $and customer service instructed her on how to dispute the transaction onlineA replacement card was ordered for [redacted] on January 17th with a delivery timeframe of – business daysOn January 22nd, we spoke with [redacted] and disputed the Hawthorne Suites transactionWe also expedited a card to be delivered on January 26th by UPSThe tracking information has been e-mailed to [redacted] Her disputes claim will be updated in ten business days, February 5th We have requested her to send us a letter of disputes to explain why the transaction with Hawthorne Suites occurred in error We understand that the disputes process can be time consuming to resolveWe appreciate [redacted] ’s patience as we attempt to retrieve her fundsWe 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 the problems he has experienced with his dispute On February 29, 2016, Mr [redacted] opened a dispute claim for transactions made on his card that he did not authorize No provisional credit was issued for Mr [redacted] ’ disputes claim as a result of not receiving his letter of dispute within the first business days of his claim On March 16th, our Disputes Team concluded the investigation, crediting Mr [redacted] ’ accountOn March 16th, I spoke with Mr [redacted] to address his concerns.NetSpend regrets the inconvenience that Mr [redacted] experienced while waiting for a resolution to his claimWe 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
Friday, December 22, To Whom It May Concern: Thank you for forwarding Ms [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 the card packaging prior to purchase We attempted to reach Ms [redacted] on December 22, 2017, by telephone and by email, but unfortunately, we were unable to speak with herThe email we sent to Ms [redacted] outlined our actions to resolve her complaint Mr [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her 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] * [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 October 1, 2016, Mr [redacted] logged onto his online account center and reported two unauthorized transactions on his card ending in ***We promptly opened dispute claim [redacted] , blocked his card to prevent further unauthorized transactions, and began our investigationOn October 2, Mr [redacted] contacted our Customer Service Department to report a separate unauthorized transaction on his virtual card number ending in ***We immediately blocked the virtual card to prevent further unauthorized activity, ordered a replacement card and opened dispute claim [redacted] to begin our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation E, which allows up to ten business days for us to complete our initial investigationBoth of Mr [redacted] dispute claims are scheduled for an update by October 17, While Mr [redacted] was informed of the correct October 17th timeframe when his claims were opened, and during his initial online communications with us, we understand that he was later informed of an October 4th claim update by one of the agents assisting him via his online account center A member of our Corporate Response Team spoke with Mr [redacted] on October 7th and re-confirmed that October 17th is the correct timeframe for the initial update on his claims as originally explained We apologize for the misinformation Mr [redacted] received through his online message center, and we appreciate him for notifying us of this issueWe were able to identify the agent that assisted him and have notified their management team so the proper coaching and/or disciplinary action can be takenWe will continue to process Mr [redacted] claim as described in Regulation E, and will provide him with an initial update on his claim by October We have provided Mr [redacted] with our contact information should he have any other questions or need any further assistance 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 dispute claim on her account.On April 2, 2016, Ms [redacted] contacted us to report several unauthorized transactions that posted to her account We immediately blocked her compromised card and ordered a replacement card We opened a dispute claim and promptly began our investigation We also informed Ms [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On April 13, we concluded our investigation with no credit being issued to Ms [redacted] account because we were unable to determine that an error occurredWe have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactions A letter explaining the dispute decision has been mailed to the address on file Our Risk Management Team closed Ms [redacted] account on April due to risk factors that were identifiedThese risk factors are not shared publicly for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend A check for Ms [redacted] remaining funds was mailed to her on April 19.On May 16, Ms [redacted] refund check was returned back to us as undeliverable We updated her address and sent a new refund check on May 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 his dispute claimOn December 23, 2013, Mr [redacted] contacted us to dispute unauthorized transactions that posted to his account We immediately blocked his card to prevent any additional unauthorized use and ordered a replacement We opened a dispute claim and began our investigationOn February 6, 2014, we concluded our investigation with no credit being issued to Mr [redacted] account because we did not find an error occurred Our Risk Management Team also closed Mr [redacted] ’s account due to risk factors that were identified while investigating his claimHe is no longer eligible for products managed by NetSpend Upon receipt of his complaint, we spoke with Mr [redacted] on June 10, to discuss his claimWe have re-reviewed his dispute claim and we confirmed that it was investigated properly Based on our reinvestigation, we have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions A letter explaining our investigation will be mailed to Mr [redacted] and should be received within 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 TeamNetSpend A TSYS Company
To whom it may concern: Thank you for forwarding Ms [redacted] ***’s complaint [redacted] to us Our records show a dispute claim was initiated on August 5, When 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 account We reviewed Ms***’s dispute claim and determined the investigation is being handled correctly Her claim is scheduled to be finalized on October 16, We attempted to reach Ms [redacted] on September 5, and 8, by telephone and by email, but unfortunately, we were unable to speak with herThe email we sent outlined our actions to resolve her complaint and provided further insight on the dispute resolution processHer case has been assigned to a Corporate Customer Response Team Analyst, ***Should Ms [redacted] contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] to further assist her 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] * [redacted] Customer Experience Specialist Netspend, 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 satisfactory to me However, I am still waiting for further notification as to if the cheque has actually been sent to the new confirmed address Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend account She’s requesting access to her funds To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Ms [redacted] attempted to activate her NetSpend card on February 10, through our website, [redacted] Additional information was needed to fully activate her account, and when she contacted our customer service, they requested for her to send in identity documentsSince she did not want to send in the required documents, the Limited Use option was offered to Ms [redacted] as a method to obtain the funds on her accountLimited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactionsOnce the funds are dispensed, the account will close and the card can be discardedWhen the card is converted to Limited Use, it cannot be reversed On February 12, 2016, we reached out to Ms [redacted] by telephone and email, but unfortunately, we have not had the opportunity to speak with her We will be happy to assist her further when she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card 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
Monday, May 8, 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 May 1, by way of telephoneWe also emailed him results of his dispute claim on May 1, and May 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] Mr [redacted] states that according to federal law, and our card terms, he was supposed to receive a provisional credit within two days of filing his disputes claimHe wants the amount of his second claim credited to his accountOn April 26, 2015, Mr [redacted] ’ card was reported as compromised and a transaction was disputedWe blocked the card and informed him an update on his disputes claim will be given in ten business days, May 8thOn the tenth business day we informed him of the day timeframe to finalize the claim, July 2ndNo provisional credit was issued because we did not receive a letter of disputes within the first ten business daysHe called on May 4th to dispute an additional fourteen transactions on a separate disputes claimWe informed him the second claim’s tenth business day update is May 18thOn the tenth business day, we closed his second disputes claim with no error foundA disputes closure letter was sent to him and later on June 1st, we mailed him the documents used to arrive at our decisionHis first disputes claim was paid out on June 10thNetSpend regrets the inconvenience that Mr [redacted] experienced with the reported misuse of his card and the disputes processWe follow all the Regulation E Guidelines for electronic funds transfers and our card terms for the disputes processWe have provided him 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 her refund checkOn April 13, 2016, Ms [redacted] contacted us to close her NetSpend accountAt the time of her request, a transaction with Principle Secret was still pendingThe Customer Service agent she spoke with released the pending transaction and closed the accountUpon receiving her complaint, we spoke with Ms [redacted] on April regarding her refund check that was not receivedA refund check was mailed to the address on file on April and Ms [redacted] should receive it within ten business daysWe apologize for the poor service that she experienced with our Customer Service Department when she called to close her accountWe have reported this incident to the management staff of the customer service agents she spoke withWe have provided Ms [redacted] with our contact information should she have any 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 Amy [redacted] concerning her tax refund money on her Netspend account through TurboTaxOn June 12, 2015, Ms [redacted] purchased a Netspend card through TurboTax in order to receive her tax refundMs [redacted] received two tax refund deposits, one on June and other on June On June 23, during routine monitoring, our Risk Management Team placed a temporary restriction on Ms [redacted] accountMs [redacted] contacted us and we requested that she send us copies of her identity documentsAs of this date, we have not received the documents requested in order to remove the account restriction.On June 26, 2015, Ms [redacted] contacted us to report her card stolen; however, she did not report any unauthorized transaction activity at this time We immediately blocked Ms***’s card, but did not order a replacement card due to the restriction on her account On January 11, Ms [redacted] contacted us to report several unauthorized transactions that posted to her account between the dates of June and June The card had previously been blocked, so 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 on January 26, with no credit being issued to Ms***’s account because the transactions she disputed were reported to us outside of the Day Safe Harbor Rule according to Regulation E guidelines On August 2, Our Risk Management Team closed Ms***’s account because they identified risk factors associated with her activity/informationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpendWe submitted Ms***’s tax refund information to the IRS for reviewThe IRS will determine if the remaining funds are returned to them or released to Ms*** The review is still pending and once we receive the information from the IRS, we will contact Ms [redacted] in regards to her fundsA member of our Corporate Response Team reached out to Ms [redacted] on August 1, to address her concerns regarding her funds and the documents we requestedWe confirmed with Ms [redacted] that her account has been closed and that we have submitted a request to the IRS pending review regarding her funds.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
Monday, August 1, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her accountWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen 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 presented on the website when ordering the card and provided inside the envelope sent with the card mailingOn July 10, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verifiedWe requested him to provide copies of his identification documents to verify his identity manuallyMr [redacted] ’s direct deposit arrived on July 28, we sent Mr [redacted] an email requesting the required documents so the account could be approved for the posting of his depositUnfortunately, the documents he provided were inadequate to approve the accountThe posting timeframe for his deposit expired on July 29, and we returned the funds to the senderA member of our Corporate Response Team attempted to reach out to Mr [redacted] on August 1, but unfortunately, we were unable to speak with himWe emailed him the status of his direct depositWe 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 a statement for her deceased son’s accountOn April 7, 2016, [redacted] contacted us to report that her son had passed away on March We expressed our deepest condolences and explained what information is needed to provide details of the accountWe received documentation from [redacted] on April and Our Customer Service Department advised that her information will be reviewed with in calendar daysUpon receiving [redacted] ’s complaint, we reached out to our Legal Department to request a review of the documents she providedThe account history for her son’s account was mailed to her on May We spoke with [redacted] on May 17, and she confirmed that the account history was receivedWe apologize for the poor service that [redacted] experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents she spoke with.We have provided [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, July 24, 2017To 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] dispute claim and complaint that provisional credit was not providedAfter review, we’ve determined that his claim was handled correctly A check was mailed to Mr [redacted] address on file, however the funds were returned back to us because the check had expired We will mail Mr [redacted] another check and it should be received within business daysAs you requested, we addressed this matter directly with Mr [redacted] on July 24, by way of e-mailWe provided him with further insight on the dispute processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she disputed transactions on her account and the agent told her she would get the money back in days and her replacement card in daysShe wants the full amount refunded because she has billsOn June 14, 2015, Ms [redacted] called to report unauthorized charges on her NetSpend cardWe blocked the compromised card to prevent any further misuseWe ordered her a replacement cardThe transactions were still pending so we informed her that we could dispute the charges if the merchant collected the fundsThe merchants collected the next day and Ms [redacted] disputed the transactions on June 17thWe told her that an update will be provided on the claim in ten business days, July 1stThe provisional credit decision will be made on that dayThe final date of the disputes claim can be – days for domestic transactionsNetSpend understands the disputes process is lengthyWe appreciate Ms***’s patience as we attempt to retrieve her fundsWe have provided Ms [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, July 22, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On July 7, 2016, Ms [redacted] contacted us to report an unauthorized transaction that posted to her accountWe immediately blocked her card to prevent further unauthorized activity and ordered her a replacement card with a 7-business day deliveryWe opened a dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframes afforded under Regulation E Ms [redacted] received and activated her replacement card on July We issued a provisional credit to Ms [redacted] ’s account on July 21, while we continue our investigation of her dispute claim A member of our Corporate Response Team was able to speak with Ms [redacted] on July regarding her dispute claimMs [redacted] confirmed she had no further questions or concerns Ms [redacted] ’s claim is scheduled to be finalized on August The results of the investigation will be sent to her within three business days of completing our investigation We apologize for any information that wasn’t consistent regarding the timeframe to receive her cardAdditionally, we understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure productAs a courtesy, we have issued $credit to Ms [redacted] ’s account 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 inconvenience that she’s experiencing with her disputes claimShe’s requesting to access her funds at no added cost On January 14, 2016, [redacted] called customer service to question a transaction with Hawthorne Suites for $and customer service instructed her on how to dispute the transaction onlineA replacement card was ordered for [redacted] on January 17th with a delivery timeframe of – business daysOn January 22nd, we spoke with [redacted] and disputed the Hawthorne Suites transactionWe also expedited a card to be delivered on January 26th by UPSThe tracking information has been e-mailed to [redacted] Her disputes claim will be updated in ten business days, February 5th We have requested her to send us a letter of disputes to explain why the transaction with Hawthorne Suites occurred in error We understand that the disputes process can be time consuming to resolveWe appreciate [redacted] ’s patience as we attempt to retrieve her fundsWe 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 the problems he has experienced with his dispute On February 29, 2016, Mr [redacted] opened a dispute claim for transactions made on his card that he did not authorize No provisional credit was issued for Mr [redacted] ’ disputes claim as a result of not receiving his letter of dispute within the first business days of his claim On March 16th, our Disputes Team concluded the investigation, crediting Mr [redacted] ’ accountOn March 16th, I spoke with Mr [redacted] to address his concerns.NetSpend regrets the inconvenience that Mr [redacted] experienced while waiting for a resolution to his claimWe 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
Friday, December 22, To Whom It May Concern: Thank you for forwarding Ms [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 the card packaging prior to purchase We attempted to reach Ms [redacted] on December 22, 2017, by telephone and by email, but unfortunately, we were unable to speak with herThe email we sent to Ms [redacted] outlined our actions to resolve her complaint Mr [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her 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] * [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 October 1, 2016, Mr [redacted] logged onto his online account center and reported two unauthorized transactions on his card ending in ***We promptly opened dispute claim [redacted] , blocked his card to prevent further unauthorized transactions, and began our investigationOn October 2, Mr [redacted] contacted our Customer Service Department to report a separate unauthorized transaction on his virtual card number ending in ***We immediately blocked the virtual card to prevent further unauthorized activity, ordered a replacement card and opened dispute claim [redacted] to begin our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation E, which allows up to ten business days for us to complete our initial investigationBoth of Mr [redacted] dispute claims are scheduled for an update by October 17, While Mr [redacted] was informed of the correct October 17th timeframe when his claims were opened, and during his initial online communications with us, we understand that he was later informed of an October 4th claim update by one of the agents assisting him via his online account center A member of our Corporate Response Team spoke with Mr [redacted] on October 7th and re-confirmed that October 17th is the correct timeframe for the initial update on his claims as originally explained We apologize for the misinformation Mr [redacted] received through his online message center, and we appreciate him for notifying us of this issueWe were able to identify the agent that assisted him and have notified their management team so the proper coaching and/or disciplinary action can be takenWe will continue to process Mr [redacted] claim as described in Regulation E, and will provide him with an initial update on his claim by October We have provided Mr [redacted] with our contact information should he have any other questions or need any further assistance 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 dispute claim on her account.On April 2, 2016, Ms [redacted] contacted us to report several unauthorized transactions that posted to her account We immediately blocked her compromised card and ordered a replacement card We opened a dispute claim and promptly began our investigation We also informed Ms [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On April 13, we concluded our investigation with no credit being issued to Ms [redacted] account because we were unable to determine that an error occurredWe have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactions A letter explaining the dispute decision has been mailed to the address on file Our Risk Management Team closed Ms [redacted] account on April due to risk factors that were identifiedThese risk factors are not shared publicly for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend A check for Ms [redacted] remaining funds was mailed to her on April 19.On May 16, Ms [redacted] refund check was returned back to us as undeliverable We updated her address and sent a new refund check on May 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 his dispute claimOn December 23, 2013, Mr [redacted] contacted us to dispute unauthorized transactions that posted to his account We immediately blocked his card to prevent any additional unauthorized use and ordered a replacement We opened a dispute claim and began our investigationOn February 6, 2014, we concluded our investigation with no credit being issued to Mr [redacted] account because we did not find an error occurred Our Risk Management Team also closed Mr [redacted] ’s account due to risk factors that were identified while investigating his claimHe is no longer eligible for products managed by NetSpend Upon receipt of his complaint, we spoke with Mr [redacted] on June 10, to discuss his claimWe have re-reviewed his dispute claim and we confirmed that it was investigated properly Based on our reinvestigation, we have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions A letter explaining our investigation will be mailed to Mr [redacted] and should be received within 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 TeamNetSpend A TSYS Company
To whom it may concern: Thank you for forwarding Ms [redacted] ***’s complaint [redacted] to us Our records show a dispute claim was initiated on August 5, When 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 account We reviewed Ms***’s dispute claim and determined the investigation is being handled correctly Her claim is scheduled to be finalized on October 16, We attempted to reach Ms [redacted] on September 5, and 8, by telephone and by email, but unfortunately, we were unable to speak with herThe email we sent outlined our actions to resolve her complaint and provided further insight on the dispute resolution processHer case has been assigned to a Corporate Customer Response Team Analyst, ***Should Ms [redacted] contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] to further assist her 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] * [redacted] Customer Experience Specialist Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I am still waiting for further notification as to if the cheque has actually been sent to the new confirmed address Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend account She’s requesting access to her funds To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Ms [redacted] attempted to activate her NetSpend card on February 10, through our website, [redacted] Additional information was needed to fully activate her account, and when she contacted our customer service, they requested for her to send in identity documentsSince she did not want to send in the required documents, the Limited Use option was offered to Ms [redacted] as a method to obtain the funds on her accountLimited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactionsOnce the funds are dispensed, the account will close and the card can be discardedWhen the card is converted to Limited Use, it cannot be reversed On February 12, 2016, we reached out to Ms [redacted] by telephone and email, but unfortunately, we have not had the opportunity to speak with her We will be happy to assist her further when she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card 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
Monday, May 8, 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 May 1, by way of telephoneWe also emailed him results of his dispute claim on May 1, and May 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] Mr [redacted] states that according to federal law, and our card terms, he was supposed to receive a provisional credit within two days of filing his disputes claimHe wants the amount of his second claim credited to his accountOn April 26, 2015, Mr [redacted] ’ card was reported as compromised and a transaction was disputedWe blocked the card and informed him an update on his disputes claim will be given in ten business days, May 8thOn the tenth business day we informed him of the day timeframe to finalize the claim, July 2ndNo provisional credit was issued because we did not receive a letter of disputes within the first ten business daysHe called on May 4th to dispute an additional fourteen transactions on a separate disputes claimWe informed him the second claim’s tenth business day update is May 18thOn the tenth business day, we closed his second disputes claim with no error foundA disputes closure letter was sent to him and later on June 1st, we mailed him the documents used to arrive at our decisionHis first disputes claim was paid out on June 10thNetSpend regrets the inconvenience that Mr [redacted] experienced with the reported misuse of his card and the disputes processWe follow all the Regulation E Guidelines for electronic funds transfers and our card terms for the disputes processWe have provided him our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
the reason I rejected it was because no check have not been sent out to me and plus my account was closed without my permission!
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her refund checkOn April 13, 2016, Ms [redacted] contacted us to close her NetSpend accountAt the time of her request, a transaction with Principle Secret was still pendingThe Customer Service agent she spoke with released the pending transaction and closed the accountUpon receiving her complaint, we spoke with Ms [redacted] on April regarding her refund check that was not receivedA refund check was mailed to the address on file on April and Ms [redacted] should receive it within ten business daysWe apologize for the poor service that she experienced with our Customer Service Department when she called to close her accountWe have reported this incident to the management staff of the customer service agents she spoke withWe have provided Ms [redacted] with our contact information should she have any 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 Amy [redacted] concerning her tax refund money on her Netspend account through TurboTaxOn June 12, 2015, Ms [redacted] purchased a Netspend card through TurboTax in order to receive her tax refundMs [redacted] received two tax refund deposits, one on June and other on June On June 23, during routine monitoring, our Risk Management Team placed a temporary restriction on Ms [redacted] accountMs [redacted] contacted us and we requested that she send us copies of her identity documentsAs of this date, we have not received the documents requested in order to remove the account restriction.On June 26, 2015, Ms [redacted] contacted us to report her card stolen; however, she did not report any unauthorized transaction activity at this time We immediately blocked Ms***’s card, but did not order a replacement card due to the restriction on her account On January 11, Ms [redacted] contacted us to report several unauthorized transactions that posted to her account between the dates of June and June The card had previously been blocked, so 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 on January 26, with no credit being issued to Ms***’s account because the transactions she disputed were reported to us outside of the Day Safe Harbor Rule according to Regulation E guidelines On August 2, Our Risk Management Team closed Ms***’s account because they identified risk factors associated with her activity/informationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpendWe submitted Ms***’s tax refund information to the IRS for reviewThe IRS will determine if the remaining funds are returned to them or released to Ms*** The review is still pending and once we receive the information from the IRS, we will contact Ms [redacted] in regards to her fundsA member of our Corporate Response Team reached out to Ms [redacted] on August 1, to address her concerns regarding her funds and the documents we requestedWe confirmed with Ms [redacted] that her account has been closed and that we have submitted a request to the IRS pending review regarding her funds.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