To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions not receiving a replacement for her stolen cardShe’s requesting her funds to be returned to her account balance, and to receive an apology for the delay in receiving her card orderOn October 6, 2015, we spoke with Ms [redacted] concerning her card replacementWe apologized for the delay, and informed her that she will receive a replacement card to her address on file this weekNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the delayed replacement of her stolen cardShe has been provided my contact information should she have any further 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 problems he experienced with his dispute He requests full reimbursement of the ATM transaction, fees, and his negative balance.The disputed transaction from January 8th, left his available balance negative by $Our Disputes Team credited his account for the transaction and all of the associated fees on February 22ndNo further credit is due at this time.NetSpend regrets the inconvenience that Mr [redacted] s experiencedWe have provided Mr [redacted] s with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Friday, July 8, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transfer of her fundsOn July 7, 2016, Ms [redacted] contacted us to transfer funds to her new account The new account was unable to accept transfers due to a restriction Ms [redacted] verified her security information and completed the transfer of funds later that day.On July 8, 2016, we spoke with Ms [redacted] about the transfer limits to her other account We issued a courtesy credit for the fees she incurred on the new account and expedited a replacement card.We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her funds.We appreciate Ms [redacted] additional comments We re-reviewed Ms [redacted] documents received, and based on our findings, we reviewed her documents properly and were unable to approve them A member of our Corporate Response Team spoke with Ms [redacted] on November 28, to further discuss her concerns We confirmed that we will need to receive the Letter of Indemnity from LONE STAR COLLEGE in order to mail them a check back for her fundsMs [redacted] deposit was approved before the account was closedIf an account is closed by our Risk Management Department, we are required to request a Letter of Indemnity to return funds by check, as opposed to returning the funds electronically.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] states that she ordered her card in March and has waited two months to receive itOn March 4, we mailed a card to the address [redacted] provided when she processed her tax return through Turbo TaxShe reported not receiving the card on April 24thWe updated the address and ordered her a replacement cardShe did not receive that replacement card so we rushed a card to her on May 9thShe activated the third card on May 12th for useWe refunded the fees for ordering the card and rushing it out to herNetSpend regrets the inconvenience [redacted] experienced while waiting for a card to be deliveredShe has been given our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, December 22, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s additional comments regarding complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on December 22, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaintHis dispute claim is being handled in accordance with the Regulation E Guidelines and the Netspend cardholder agreement that customers receive when opening an accountMr [redacted] was provided his correct dispute claim timeframeThank 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 a Netspend Prepaid MasterCard she received in the mail Netspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, Netspend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient If the recipient cannot be verified, then the offer cannot be activated A member of our Corporate Office reached out to Ms [redacted] on March 15, to discuss the card offer she received We permanently blocked the card offer and have also removed Ms [redacted] name and address from our mailing list and she should not receive any future offers from any Netspend managed programs Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe will provided Ms [redacted] with this information once we receive it We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a replacement card that was not receivedShe is requesting a card to be mailed to her with expedited delivery On December 29, 2015, our records show Ms [redacted] logged onto her online account to block her card as lost/stolen, however, no replacement card was orderedMs [redacted] later contacted our customer service on January 4th and requested a replacement card using our standard 7-business day delivery.We spoke with Ms [redacted] on January 6th and requested a card to be expedited to her This card will be received within 2-business daysNetSpend regrets the inconvenience that Ms [redacted] has experienced while waiting to receive a new cardWe 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 # [redacted] filed with your office by [redacted] Turner concerning the inconvenience she experienced with the closing of her account and the return of her fundsOur Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of MsTurner’s account on March 1, She is no longer eligible for NetSpend services and the remaining funds on her account were returned to the US treasury / Supplemental Security Income (SSI) on March 14th The SSI will determine how to get the funds to Ms [redacted] by other means We spoke with Ms [redacted] on March 28th, and explained the destination of the returned funds NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the closing of her accountWe have provided her 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] Mr [redacted] states that he’s receiving text messages from NetSpend, but is not a cardholder He desires the messages to stop immediately On March 2, 2016, I spoke with Mr [redacted] regarding the text messages he has been receivingHe confirmed he previously spoke with our Corporate Office to remove his phone number from our system His phone number no longer brings up an account, however, Mr [redacted] stated he is still receiving messagesNetspend regrets any inconvenience that Mr [redacted] has experienced as a result of the text messagesWe are forwarding the information internally to help ensure his number is removed from our systemWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that her account was blocked without her knowledge, preventing the card from being usedShe wants access to her fundsOur Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to blocking Ms***’s account on June 27, We requested verification of an attempted charge on her cardThe transaction was verified on June 29th and the block was removedNetSpend regrets any inconvenience Ms [redacted] experienced with transactions on her cardWe 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 [redacted] concerning a restriction on her account During routine monitoring, we placed a temporary restriction on Ms [redacted] account on September 29, because we detected suspicious activity In order to remove the restriction, we asked Ms [redacted] to provide us with documents to verify her identificationAs of the date of this letter, we have not received the required documents to remove the restriction from her accountOn October 3, our Risk Management Team closed Ms [redacted] account because we identified risk factors associated with her account activityFor security reasons, these risk factors are not shared with consumersMs [redacted] is no longer eligible for products managed by NetSpend In response to her communication, we attempted to contact Ms [redacted] , but we have not had the opportunity to speak with her A check for the remaining account balance will be mailed to Ms [redacted] at the address on fileShe should receive this check within ten business days We 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: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on March 27, 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
Friday, April 6, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint [redacted] 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 Ms [redacted] dispute claim and we have determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on April 6, by telephoneWe sent an email to Ms [redacted] detailing our actions to resolve her complaintShe will review the documents we sent to her and then respond with clarifications regarding her dispute claimThank 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: the business keeps emailing me the same link to share my paypal account with the netspend account, which never worksThen they blame paypalI have already done a conference call with paypal and netspend in which it was determined that the issue is with netspendSending me the same instructions that do not work repeatedly does not fix the issueThis matter remains unresolvedPlease organize phone time with me via emailThank you Regards, [redacted]
Monday, July 24, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe will review any ACH deposits to a Card Account that may result in the value of the Card Account exceeding $15, If we determine the ACH transaction is valid, we may permit the maximum value of the Card Account to exceed $15, We’ve reviewed Ms [redacted] direct deposit and it was made available to her on July 20, As you requested, we addressed this matter directly with Ms [redacted] on July 24, by way of telephoneWe provided her with further insight on the deposit review processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on April 11, 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
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 meMr [redacted] went above and beyond to make sure that everything was taken care ofHe listened and asked questions to figure out why this happened rather than just correct and move on Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her ACH deposit was not posted to her NetSpend card due to an incorrect account numberShe wants to receive her pay check to the correct accountBecause the deposit was not sent to the correct account number it could not be posted onto Ms [redacted] ’s NetSpend accountThe bank automatically returns deposits sent to an account number that do not match an account in the systemIt typically takes up to business days for a deposit to be returned to the sender.On September 16, we informed Ms [redacted] that because her deposit was sent to the incorrect account number NetSpend has no record of the depositWe were also unable to locate the deposit using the trace number she providedMs [redacted] will need to contact her employer concerning the returned depositNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting on her depositShe has been provided my contact information should she require further assistanceThank 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 refund check he has not receivedOn April 11, 2016, Our Risk Management Team closed [redacted] account due to risk factors that were identified with his activity/informationThese risk factors are not shared publicly for security reasons and [redacted] is no longer eligible for products managed by NetSpend.On April 26, [redacted] dispute claim was resolved and a credit was applied to his account On April 27, a refund check was requested to be mailed to his address on file.Upon receipt of his complaint, we contacted [redacted] on May to discuss the status of his refund check He informed us that he has not received his check We requested a new refund check and confirmed that it will be mailed to him on May We apologize for the poor service that [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with We have provided [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] Ms [redacted] mentions not receiving a replacement for her stolen cardShe’s requesting her funds to be returned to her account balance, and to receive an apology for the delay in receiving her card orderOn October 6, 2015, we spoke with Ms [redacted] concerning her card replacementWe apologized for the delay, and informed her that she will receive a replacement card to her address on file this weekNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the delayed replacement of her stolen cardShe has been provided my contact information should she have any further 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 problems he experienced with his dispute He requests full reimbursement of the ATM transaction, fees, and his negative balance.The disputed transaction from January 8th, left his available balance negative by $Our Disputes Team credited his account for the transaction and all of the associated fees on February 22ndNo further credit is due at this time.NetSpend regrets the inconvenience that Mr [redacted] s experiencedWe have provided Mr [redacted] s with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Friday, July 8, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transfer of her fundsOn July 7, 2016, Ms [redacted] contacted us to transfer funds to her new account The new account was unable to accept transfers due to a restriction Ms [redacted] verified her security information and completed the transfer of funds later that day.On July 8, 2016, we spoke with Ms [redacted] about the transfer limits to her other account We issued a courtesy credit for the fees she incurred on the new account and expedited a replacement card.We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her funds.We appreciate Ms [redacted] additional comments We re-reviewed Ms [redacted] documents received, and based on our findings, we reviewed her documents properly and were unable to approve them A member of our Corporate Response Team spoke with Ms [redacted] on November 28, to further discuss her concerns We confirmed that we will need to receive the Letter of Indemnity from LONE STAR COLLEGE in order to mail them a check back for her fundsMs [redacted] deposit was approved before the account was closedIf an account is closed by our Risk Management Department, we are required to request a Letter of Indemnity to return funds by check, as opposed to returning the funds electronically.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] states that she ordered her card in March and has waited two months to receive itOn March 4, we mailed a card to the address [redacted] provided when she processed her tax return through Turbo TaxShe reported not receiving the card on April 24thWe updated the address and ordered her a replacement cardShe did not receive that replacement card so we rushed a card to her on May 9thShe activated the third card on May 12th for useWe refunded the fees for ordering the card and rushing it out to herNetSpend regrets the inconvenience [redacted] experienced while waiting for a card to be deliveredShe has been given our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, December 22, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s additional comments regarding complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on December 22, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaintHis dispute claim is being handled in accordance with the Regulation E Guidelines and the Netspend cardholder agreement that customers receive when opening an accountMr [redacted] was provided his correct dispute claim timeframeThank 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 a Netspend Prepaid MasterCard she received in the mail Netspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, Netspend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient If the recipient cannot be verified, then the offer cannot be activated A member of our Corporate Office reached out to Ms [redacted] on March 15, to discuss the card offer she received We permanently blocked the card offer and have also removed Ms [redacted] name and address from our mailing list and she should not receive any future offers from any Netspend managed programs Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe will provided Ms [redacted] with this information once we receive it We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a replacement card that was not receivedShe is requesting a card to be mailed to her with expedited delivery On December 29, 2015, our records show Ms [redacted] logged onto her online account to block her card as lost/stolen, however, no replacement card was orderedMs [redacted] later contacted our customer service on January 4th and requested a replacement card using our standard 7-business day delivery.We spoke with Ms [redacted] on January 6th and requested a card to be expedited to her This card will be received within 2-business daysNetSpend regrets the inconvenience that Ms [redacted] has experienced while waiting to receive a new cardWe 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 # [redacted] filed with your office by [redacted] Turner concerning the inconvenience she experienced with the closing of her account and the return of her fundsOur Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of MsTurner’s account on March 1, She is no longer eligible for NetSpend services and the remaining funds on her account were returned to the US treasury / Supplemental Security Income (SSI) on March 14th The SSI will determine how to get the funds to Ms [redacted] by other means We spoke with Ms [redacted] on March 28th, and explained the destination of the returned funds NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the closing of her accountWe have provided her 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] Mr [redacted] states that he’s receiving text messages from NetSpend, but is not a cardholder He desires the messages to stop immediately On March 2, 2016, I spoke with Mr [redacted] regarding the text messages he has been receivingHe confirmed he previously spoke with our Corporate Office to remove his phone number from our system His phone number no longer brings up an account, however, Mr [redacted] stated he is still receiving messagesNetspend regrets any inconvenience that Mr [redacted] has experienced as a result of the text messagesWe are forwarding the information internally to help ensure his number is removed from our systemWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that her account was blocked without her knowledge, preventing the card from being usedShe wants access to her fundsOur Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to blocking Ms***’s account on June 27, We requested verification of an attempted charge on her cardThe transaction was verified on June 29th and the block was removedNetSpend regrets any inconvenience Ms [redacted] experienced with transactions on her cardWe 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 [redacted] concerning a restriction on her account During routine monitoring, we placed a temporary restriction on Ms [redacted] account on September 29, because we detected suspicious activity In order to remove the restriction, we asked Ms [redacted] to provide us with documents to verify her identificationAs of the date of this letter, we have not received the required documents to remove the restriction from her accountOn October 3, our Risk Management Team closed Ms [redacted] account because we identified risk factors associated with her account activityFor security reasons, these risk factors are not shared with consumersMs [redacted] is no longer eligible for products managed by NetSpend In response to her communication, we attempted to contact Ms [redacted] , but we have not had the opportunity to speak with her A check for the remaining account balance will be mailed to Ms [redacted] at the address on fileShe should receive this check within ten business days We 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: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on March 27, 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
Friday, April 6, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint [redacted] 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 Ms [redacted] dispute claim and we have determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on April 6, by telephoneWe sent an email to Ms [redacted] detailing our actions to resolve her complaintShe will review the documents we sent to her and then respond with clarifications regarding her dispute claimThank 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: the business keeps emailing me the same link to share my paypal account with the netspend account, which never worksThen they blame paypalI have already done a conference call with paypal and netspend in which it was determined that the issue is with netspendSending me the same instructions that do not work repeatedly does not fix the issueThis matter remains unresolvedPlease organize phone time with me via emailThank you Regards, [redacted]
Monday, July 24, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe will review any ACH deposits to a Card Account that may result in the value of the Card Account exceeding $15, If we determine the ACH transaction is valid, we may permit the maximum value of the Card Account to exceed $15, We’ve reviewed Ms [redacted] direct deposit and it was made available to her on July 20, As you requested, we addressed this matter directly with Ms [redacted] on July 24, by way of telephoneWe provided her with further insight on the deposit review processThank you for bringing this matter to our attentionThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on April 11, 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
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 meMr [redacted] went above and beyond to make sure that everything was taken care ofHe listened and asked questions to figure out why this happened rather than just correct and move on Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her ACH deposit was not posted to her NetSpend card due to an incorrect account numberShe wants to receive her pay check to the correct accountBecause the deposit was not sent to the correct account number it could not be posted onto Ms [redacted] ’s NetSpend accountThe bank automatically returns deposits sent to an account number that do not match an account in the systemIt typically takes up to business days for a deposit to be returned to the sender.On September 16, we informed Ms [redacted] that because her deposit was sent to the incorrect account number NetSpend has no record of the depositWe were also unable to locate the deposit using the trace number she providedMs [redacted] will need to contact her employer concerning the returned depositNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting on her depositShe has been provided my contact information should she require further assistanceThank 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 refund check he has not receivedOn April 11, 2016, Our Risk Management Team closed [redacted] account due to risk factors that were identified with his activity/informationThese risk factors are not shared publicly for security reasons and [redacted] is no longer eligible for products managed by NetSpend.On April 26, [redacted] dispute claim was resolved and a credit was applied to his account On April 27, a refund check was requested to be mailed to his address on file.Upon receipt of his complaint, we contacted [redacted] on May to discuss the status of his refund check He informed us that he has not received his check We requested a new refund check and confirmed that it will be mailed to him on May We apologize for the poor service that [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with We have provided [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company