To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with receiving a refund check for an account she requested to be closed As a money service provider, we are required 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 is displayed on the outside of our card packaging On March 8, 2016, Ms [redacted] attempted to activate her NetSpend card, but the information she provided was not able to be verified Our Customer Service representative informed her that she would need to send identity documents so we could manually approve the account Ms [redacted] elected to have the card converted to ‘Limited Use’‘Limited Use’ allows the card to be used for in store purchases Once the funds are used on the card, the account can be closed Ms [redacted] called back on March 16th and requested to close the account and to mail her a check for the remaining card balance The check was mailed to her address on March 18th She later informed us on March 31st that the check had not been received.On April 5th, we spoke with Ms [redacted] and informed her that a new refund check will be mailed to her address on April 11th We provided Ms [redacted] 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 satisfactory to meAlthough what is missing is the point that on August I was told that the check was being mailed out and it wasn't mailed until August Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on our card packaging Ms [redacted] purchased a Netspend card at WALMART on September 5, Upon Ms [redacted] attempt to activate her card, she contacted us and discovered that she entered her social security number incorrectlyWe corrected the social security number, but her identity information could not be automatically verified We requested Ms [redacted] to provide copies of her identification documents to verify her identity, but she advised that she did not have the documents needed to approve her accountMs [redacted] requested that we mail her a refund check to the address on fileShe should receive this check within business days.A member of our Corporate Response Team spoke with Ms [redacted] on September Ms [redacted] understands she should receive a refund check within business daysWe also advised that Ms [redacted] can open a new account once her identity information has been verified We apologize for the misinformation Ms [redacted] received from our Customer Service Department We 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 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 satisfactory to meI wasn't able to speak to him at the times he had called me, due to family mattersSo all I can do is wait until daysHopefully he's not lying to me like netspend staff has done for almost a whole monthIf I don't get my check let MrBrian know that I will then contact him, about the matter! Thank you for y'all help, [redacted] ! Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to us As you requested, we addressed this matter directly with Ms [redacted] on January 5, 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
January 26, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usThe Netspend prepaid debit card allows you to spend money you load to the card in advance, and it can be reloaded for continued use We do not offer any cards with funds already loaded.We attempted to reach Mr [redacted] by phone and email on January 25, 2018, but unfortunately, we were unable to speak with himThe email we sent outlined our actions to resolve his complaintMr [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with his matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the credit she received for her disputes claimShe’s requesting a full refund for the disputed transactions On December 21, 2015, our Disputes Department credited Ms [redacted] for the full disputed amount, in addition to fees related to the unauthorized transactionsHer disputes claim consisted of an ATM withdrawal for $162.95, a balance inquiry fee for $0.50, and an ATM withdrawal fee for $The $fee that Ms [redacted] is speaking of occurred from a request that she made to our customer service, to transfer funds to another NetSpend account on December 10thAs a courtesy, we refunded that fee on December 28th because she did not have an active card to be able to complete the transfer online We reached out to Ms [redacted] on January 7, by telephone and email We will address her concerns when she returns our call NetSpend regrets any inconvenience Ms [redacted] experiencedWe 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] Mr [redacted] mentions that funds he loaded on to his card from one of our reload locations was not applied to his accountHe requests the amount of $to be returnedOn August 26, 2015, we spoke with Mr [redacted] concerning the money loaded at our reload locationHe informed us that everything was resolvedOur system does not indicate a store load on August 18th, but we do show a load to Mr [redacted] ’ card on August 21stNetSpend regrets any inconvenience that Mr [redacted] experienced while loading his cardShould he have any additional questions or concerns, he can reach us at ###-###-####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 the documents she sent to NetSpend to verify her identity She’s requesting for her documents to be reviewed and her account approved On February 19, 2016, Mrs [redacted] ’s documents were reviewed and she was approved on three separate NetSpend card / accounts We contacted Mrs [redacted] on February 22nd, and informed her of the approved accounts NetSpend regrets the inconvenience she experienced while her documents were being reviewed We have provided Mrs [redacted] our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a replacement card that was not delivered to her address She’s requesting to receive her replacement card and a refund for fees associated with the card order On November 6, 2015, Ms [redacted] reported an unauthorized charge on her card As a security precaution we blocked that card and ordered a replacement to be delivered by USPS The postal service returned the card to NetSpend as undeliverable on November 24th We sent a second card to Ms [redacted] that same dayThe second card was returned to us on December 11th Ms [redacted] received the third card that was mailed to her sister’s address We spoke with Ms [redacted] on December 21st and addressed her concernsWe apologize for the length of time it took to receive her replacement cardWe 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 April 12, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days Thank 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block that took place on her card due to a previous negative balance She’s requesting the block be removed in order to access her tax refund deposit On February 18, 2016, [redacted] contacted Netspend to add [redacted] as a secondary user on his account in order to approve her tax refundMs [redacted] had a negative balance on a previous account that needed to be recovered in order grant access to her new fundsWe were unable to recover the negative balance to approve the deposit prior to its settlement date, which caused it to be returned back to the sender.I attempted to contact Ms [redacted] on February 19th and 22nd to address her concerns, but have not heard back fromWhen she contacts me, I will address the matter with her.NetSpend regrets the inconvenience that Ms [redacted] experienced while trying to access her tax refund 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
Complaint: [redacted] I am rejecting this response because: Mr [redacted] left me a voice mail at 2:05pm stating he would be in the office until 5pm cst I contacted Mr [redacted] at 4:08pm cst and he was not availableI left Mr[redacted] a voicemail and I sent him an email, letting him know my intentions and as of yet I have not received any other contact from Mr.Campbell I have read the terms of the agreement and unless the agreement was rewritten yesterday I cannot find anything on the primary nor the secondary having account closed if a death has occurredI have notified Mr[redacted] that I have retained counsel and at my attorney's suggestion I am filing a complaint with 'Consumer Financial Protection Bureau" Regards, [redacted]
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 from our Corporate Office spoke to Ms [redacted] on March 10, 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 obtained We will provide this information to Ms [redacted] as soon as it received 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 her dispute claimOn August 8, 2016, Ms [redacted] contacted us to report several unauthorized transactions that occurred on her account We were unable to open a dispute claim immediately because the transactions were still pendingTo assist her with her dispute, we needed the transactions to first settle to her account.On August 10, 2016, Ms [redacted] contacted us to open a dispute claim on the unauthorized transactions that posted to her account We immediately blocked her card to prevent further unauthorized activity and ordered her a replacement cardWe promptly opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe concluded our investigation of Ms [redacted] dispute claim on August and no credit was issued because we did not find that an error occurredA member of our Corporate Response Team reached out to Ms [redacted] on August to discuss her dispute claim After further review by our Disputes Team, we issued full reimbursement for the disputed transactionsWe understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure product.We have provided Ms [redacted] with our contact information should she 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] Ms [redacted] states that her option for overdraft protection has been permanently deactivatedShe wants her overdraft reinstated without her having to purchase another cardNetSpend’s Optional Overdraft Protection allows our cardholders to opt into the program as long as certain requirements are met, and the terms are agreed toPer the terms of the Optional Overdraft Protection, the service can be suspended, and potentially permanently deactivated if our cardholder incurs too many overdraft fees, and appears to be excessively reliant on the serviceMs [redacted] ’s account has been permanently deactivated on April 28, We understand Ms [redacted] ’s concern about the suspension of the Optional Overdraft Protection service and we apologize for any inconvenience this may have caused herWe 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 the inconvenience she is experiencing with a merchant billing dispute On April 1st, I spoke with the merchant who confirmed the issues are not related and that the chargeback process should proceed accordinglyI advised Ms [redacted] of this on the same dayWe understand that the dispute process can be lengthy and we appreciate Ms [redacted] ’s patience 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 # [redacted] filed with your office by [redacted] concerning her dispute claimOn June 16, 2016, Ms [redacted] contacted us to report an ATM non-dispense of funds transaction that occurred on her accountWe immediately opened a dispute claim and promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EOn June 16, 2016, we determined that Ms [redacted] ’s dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claimIn response to her communication, we spoke with Ms [redacted] on July to discuss her dispute claimAfter a re-review of her dispute claim we, applied a provisional credit while the investigation is completedWe 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
Monday, November 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a rejected ACH debit from her account She’s requesting to be reimbursed for late fees and return check fees associated with her declined payment For ACH (Automated Clearing House) deposits and debits, the name must match a cardholder on the account in order to be processed When Ms [redacted] attempted to pay her rent by ACH debit, the payment was rejected due to the name not matching the account On November 5, 2015, [redacted] attempted to debit Ms***’s account by way of an ACH debit The request included an amount to debit, a name that did not match one listed on the account, and a settlement date for the completion on the transaction Our Electronic Funds Transfer Department reviewed the request and rejected it in accordance with the NACHA (National Automated Clearing House Association) rules on November 5th Ms [redacted] later added the secondary cardholder to her account on November 18th We reached out to Ms [redacted] on November 23rd by telephone and email Unfortunately, we have not had the opportunity to speak with her We will address her concerns once she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced with the use of her card / account She has been given our contact information should she have any additional question or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, February 20, 2018To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint to usWe attempted to reach Mr [redacted] ’ by phone and email on February 20, 2018, but unfortunately, we were unable to speak with himThe email we sent Mr [redacted] outlined our actions to resolve his complaintHis case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with this matterThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with receiving a refund check for an account she requested to be closed As a money service provider, we are required 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 is displayed on the outside of our card packaging On March 8, 2016, Ms [redacted] attempted to activate her NetSpend card, but the information she provided was not able to be verified Our Customer Service representative informed her that she would need to send identity documents so we could manually approve the account Ms [redacted] elected to have the card converted to ‘Limited Use’‘Limited Use’ allows the card to be used for in store purchases Once the funds are used on the card, the account can be closed Ms [redacted] called back on March 16th and requested to close the account and to mail her a check for the remaining card balance The check was mailed to her address on March 18th She later informed us on March 31st that the check had not been received.On April 5th, we spoke with Ms [redacted] and informed her that a new refund check will be mailed to her address on April 11th We provided Ms [redacted] 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 satisfactory to meAlthough what is missing is the point that on August I was told that the check was being mailed out and it wasn't mailed until August Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on our card packaging Ms [redacted] purchased a Netspend card at WALMART on September 5, Upon Ms [redacted] attempt to activate her card, she contacted us and discovered that she entered her social security number incorrectlyWe corrected the social security number, but her identity information could not be automatically verified We requested Ms [redacted] to provide copies of her identification documents to verify her identity, but she advised that she did not have the documents needed to approve her accountMs [redacted] requested that we mail her a refund check to the address on fileShe should receive this check within business days.A member of our Corporate Response Team spoke with Ms [redacted] on September Ms [redacted] understands she should receive a refund check within business daysWe also advised that Ms [redacted] can open a new account once her identity information has been verified We apologize for the misinformation Ms [redacted] received from our Customer Service Department We 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 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 satisfactory to meI wasn't able to speak to him at the times he had called me, due to family mattersSo all I can do is wait until daysHopefully he's not lying to me like netspend staff has done for almost a whole monthIf I don't get my check let MrBrian know that I will then contact him, about the matter! Thank you for y'all help, [redacted] ! Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to us As you requested, we addressed this matter directly with Ms [redacted] on January 5, 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
January 26, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usThe Netspend prepaid debit card allows you to spend money you load to the card in advance, and it can be reloaded for continued use We do not offer any cards with funds already loaded.We attempted to reach Mr [redacted] by phone and email on January 25, 2018, but unfortunately, we were unable to speak with himThe email we sent outlined our actions to resolve his complaintMr [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with his matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the credit she received for her disputes claimShe’s requesting a full refund for the disputed transactions On December 21, 2015, our Disputes Department credited Ms [redacted] for the full disputed amount, in addition to fees related to the unauthorized transactionsHer disputes claim consisted of an ATM withdrawal for $162.95, a balance inquiry fee for $0.50, and an ATM withdrawal fee for $The $fee that Ms [redacted] is speaking of occurred from a request that she made to our customer service, to transfer funds to another NetSpend account on December 10thAs a courtesy, we refunded that fee on December 28th because she did not have an active card to be able to complete the transfer online We reached out to Ms [redacted] on January 7, by telephone and email We will address her concerns when she returns our call NetSpend regrets any inconvenience Ms [redacted] experiencedWe 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] Mr [redacted] mentions that funds he loaded on to his card from one of our reload locations was not applied to his accountHe requests the amount of $to be returnedOn August 26, 2015, we spoke with Mr [redacted] concerning the money loaded at our reload locationHe informed us that everything was resolvedOur system does not indicate a store load on August 18th, but we do show a load to Mr [redacted] ’ card on August 21stNetSpend regrets any inconvenience that Mr [redacted] experienced while loading his cardShould he have any additional questions or concerns, he can reach us at ###-###-####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 the documents she sent to NetSpend to verify her identity She’s requesting for her documents to be reviewed and her account approved On February 19, 2016, Mrs [redacted] ’s documents were reviewed and she was approved on three separate NetSpend card / accounts We contacted Mrs [redacted] on February 22nd, and informed her of the approved accounts NetSpend regrets the inconvenience she experienced while her documents were being reviewed We have provided Mrs [redacted] our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a replacement card that was not delivered to her address She’s requesting to receive her replacement card and a refund for fees associated with the card order On November 6, 2015, Ms [redacted] reported an unauthorized charge on her card As a security precaution we blocked that card and ordered a replacement to be delivered by USPS The postal service returned the card to NetSpend as undeliverable on November 24th We sent a second card to Ms [redacted] that same dayThe second card was returned to us on December 11th Ms [redacted] received the third card that was mailed to her sister’s address We spoke with Ms [redacted] on December 21st and addressed her concernsWe apologize for the length of time it took to receive her replacement cardWe 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 April 12, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days Thank 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block that took place on her card due to a previous negative balance She’s requesting the block be removed in order to access her tax refund deposit On February 18, 2016, [redacted] contacted Netspend to add [redacted] as a secondary user on his account in order to approve her tax refundMs [redacted] had a negative balance on a previous account that needed to be recovered in order grant access to her new fundsWe were unable to recover the negative balance to approve the deposit prior to its settlement date, which caused it to be returned back to the sender.I attempted to contact Ms [redacted] on February 19th and 22nd to address her concerns, but have not heard back fromWhen she contacts me, I will address the matter with her.NetSpend regrets the inconvenience that Ms [redacted] experienced while trying to access her tax refund 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
Complaint: [redacted] I am rejecting this response because: Mr [redacted] left me a voice mail at 2:05pm stating he would be in the office until 5pm cst I contacted Mr [redacted] at 4:08pm cst and he was not availableI left Mr[redacted] a voicemail and I sent him an email, letting him know my intentions and as of yet I have not received any other contact from Mr.Campbell I have read the terms of the agreement and unless the agreement was rewritten yesterday I cannot find anything on the primary nor the secondary having account closed if a death has occurredI have notified Mr[redacted] that I have retained counsel and at my attorney's suggestion I am filing a complaint with 'Consumer Financial Protection Bureau" Regards, [redacted]
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 from our Corporate Office spoke to Ms [redacted] on March 10, 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 obtained We will provide this information to Ms [redacted] as soon as it received 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 her dispute claimOn August 8, 2016, Ms [redacted] contacted us to report several unauthorized transactions that occurred on her account We were unable to open a dispute claim immediately because the transactions were still pendingTo assist her with her dispute, we needed the transactions to first settle to her account.On August 10, 2016, Ms [redacted] contacted us to open a dispute claim on the unauthorized transactions that posted to her account We immediately blocked her card to prevent further unauthorized activity and ordered her a replacement cardWe promptly opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe concluded our investigation of Ms [redacted] dispute claim on August and no credit was issued because we did not find that an error occurredA member of our Corporate Response Team reached out to Ms [redacted] on August to discuss her dispute claim After further review by our Disputes Team, we issued full reimbursement for the disputed transactionsWe understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure product.We have provided Ms [redacted] with our contact information should she 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] Ms [redacted] states that her option for overdraft protection has been permanently deactivatedShe wants her overdraft reinstated without her having to purchase another cardNetSpend’s Optional Overdraft Protection allows our cardholders to opt into the program as long as certain requirements are met, and the terms are agreed toPer the terms of the Optional Overdraft Protection, the service can be suspended, and potentially permanently deactivated if our cardholder incurs too many overdraft fees, and appears to be excessively reliant on the serviceMs [redacted] ’s account has been permanently deactivated on April 28, We understand Ms [redacted] ’s concern about the suspension of the Optional Overdraft Protection service and we apologize for any inconvenience this may have caused herWe 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 the inconvenience she is experiencing with a merchant billing dispute On April 1st, I spoke with the merchant who confirmed the issues are not related and that the chargeback process should proceed accordinglyI advised Ms [redacted] of this on the same dayWe understand that the dispute process can be lengthy and we appreciate Ms [redacted] ’s patience 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 # [redacted] filed with your office by [redacted] concerning her dispute claimOn June 16, 2016, Ms [redacted] contacted us to report an ATM non-dispense of funds transaction that occurred on her accountWe immediately opened a dispute claim and promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EOn June 16, 2016, we determined that Ms [redacted] ’s dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claimIn response to her communication, we spoke with Ms [redacted] on July to discuss her dispute claimAfter a re-review of her dispute claim we, applied a provisional credit while the investigation is completedWe 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
Monday, November 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a rejected ACH debit from her account She’s requesting to be reimbursed for late fees and return check fees associated with her declined payment For ACH (Automated Clearing House) deposits and debits, the name must match a cardholder on the account in order to be processed When Ms [redacted] attempted to pay her rent by ACH debit, the payment was rejected due to the name not matching the account On November 5, 2015, [redacted] attempted to debit Ms***’s account by way of an ACH debit The request included an amount to debit, a name that did not match one listed on the account, and a settlement date for the completion on the transaction Our Electronic Funds Transfer Department reviewed the request and rejected it in accordance with the NACHA (National Automated Clearing House Association) rules on November 5th Ms [redacted] later added the secondary cardholder to her account on November 18th We reached out to Ms [redacted] on November 23rd by telephone and email Unfortunately, we have not had the opportunity to speak with her We will address her concerns once she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced with the use of her card / account She has been given our contact information should she have any additional question or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, February 20, 2018To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint to usWe attempted to reach Mr [redacted] ’ by phone and email on February 20, 2018, but unfortunately, we were unable to speak with himThe email we sent Mr [redacted] outlined our actions to resolve his complaintHis case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with this matterThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company