Friday, August 12, 2016To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning NetSpend cards she purchased that should could not useOn August 3, 2016, Ms [redacted] contacted our Customer Service Department about the cards she purchased the day before She was informed that the information on the account did not match the identifying information she providedWe requested for her to send identification documents and proof of purchase of the cardOur Risk Management Team reviewed her documents on August 4, and determined the remaining balance could be sent to Ms***Additionally, our Risk Management Team closed all associated accounts with Ms [redacted] on August 02, because they identified risk factors associated with the activity/informationThese risk factors are not shared with publicly for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpendIn response to her communication, we spoke with Ms [redacted] on August 5, and she informed us that she wanted her check to be mailed to her PO Box addressWe confirmed with our Risk Team that her check will be mailed to the requested address and she should receive it within ten business daysMs [redacted] also provided information on three other cards she purchasedThe person she gave the card numbers to, attempted to activate the cards for use and then requested to have refund checks mailed to them for the remaining fundsWe notified our Risk Management Team with additional information regarding funds she loaded onto separate cardsWe informed Ms [redacted] that we will cooperate fully with the authorities if our records are requested by subpoenaWe apologize for the service that Ms [redacted] experienced with our Customer Service DepartmentWe have reported the incident to the management staff of the customer service agent she spoke withMs [redacted] has been provided 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 a card for her account that she has not received On March 30, 2017, Ms [redacted] reported her card was stolen through her online account center Ms [redacted] contacted our Customer Service Department the same day and ordered a Netspend Premier card to be shipped to her updated address Ms [redacted] contacted us on April 12, to inquire about the status her card deliveryThe card was returned to us from the US Postal Services as undeliverable because the apartment number was not added We updated the address and ordered a replacement card Ms [redacted] requested expedited shipping and agreed to the fee of $ She should receive the card within business days A member from our Corporate Office spoke with Ms [redacted] on April 12, to provide further insight about her card delivery We refunded her card account the $expedited shipping fee On April 13, we mailed Ms [redacted] a temporary card via UPS, next day air, to ensure she would have access to her funds before the weekendOur records show Ms [redacted] received and activated the card ending with [redacted] on April We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] Forsse concerning the fees associated with her NetSpend cardOn December 21, 2015, Ms [redacted] s temporary card was purchased from a retail store and given to her as a giftMs [redacted] called to activate her card on July 20, Our Customer Service Department advised Ms [redacted] that her temporary card had expired and explained the maintenance fees associated with her account Ms [redacted] requested to close her account and have a refund check for her remaining account balance mailed to her address on file In response to her communication, we spoke with Ms [redacted] on July 25, about the access of her fundsWe explained that the temporary card is not a gift card We also restored her account balance to the original amount Ms [redacted] will receive a refund check within business days We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, November 21, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on November 20, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaint on November 21, Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountMs [redacted] expressed her dissatisfaction when speaking to our agents and would like to know information concerning the closure of her account.Our Risk Management Team regularly monitors cardholder accounts in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the closing of Ms***’s account on December 21, She is no longer eligible for NetSpend services due to the risk factors that were identifiedThis means that Ms [redacted] will be prevented from opening any other account through programs that are managed by NetSpendOn January 11, 2016, we spoke with Ms [redacted] and addressed her concernsWe also submitted a request to mail her a check for the remaining balance on her accountShe should receive the check within business days.NetSpend regrets the inconvenience that Ms [redacted] experiencedWe have provided her 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 on complaint # [redacted] filed with your office by [redacted] concerning an ACH debit from her account by Gas South that she is disputingOn March 8, 2016, we spoke with Ms [redacted] to address her concerns about the progress of her disputes claim against Gas South We explained why the Written Statement of Unauthorized Debit (WSUD) form must be completely filled out and returned with her signature so it can be submitted to the bank that processed the ACH debit from her account We confirmed that the email address we have on her account is correct, but she did not receive the forms sent to her by our Customer Service on February 16th and March 3rd The Corporate Customer Response Team sent an additional form to her on March 3rd, but it was sent to the different email address provided in the message to the Revdex.com We suggested that she check her junk mail or spam folders for the forms She informed us that she did get a copy of the form by mail Once we receive the ACH disputes form from Ms [redacted] , we will precede with her claim against Gas South NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the ACH debit from Gas SouthWe 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] Ms [redacted] mentions that she could not activate her NetSpend card after sending in identification documentsShe wants her card activatedTo 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, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingMs [redacted] purchased her NetSpend card on September 11thThe information she entered to activate her card did not automatically approve so she was directed to call back during the regular operating hours for customer service, 8:AM – 10:PM CSTShe called the next day and we informed Ms [redacted] of the documents required to verify her information and approve the accountWe reviewed her documents and approved the account on September 12thWe spoke with Ms [redacted] on September 22nd and confirmed that she used the funds on the cardNetSpend regrets the inconvenience that Ms [redacted] experienced while activating her cardShould she have any additional questions she can call toll free ###-###-####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 pending transaction on his Card Account On March 15, 2017, we received an authorization request from the merchant, Home Depot, on Mr [redacted] Card AccountHe contacted us on that same day, and reported the transaction was cancelledWe requested Mr [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into his available balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member of our Corporate Office reached out to Mr [redacted] on April 6, Unfortunately, we did not have the opportunity to speak directly with himWe were able to release the pending transactions back into Mr [redacted] available balance and sent an email communication informing him of the resolution We have provided Mr [redacted] with our contact information should he have any further 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 his blocked card account On December 15, 2016, Mr [redacted] contacted our Customer Service Department to inquire about a transaction amount he disagreed with that occurred on his account Our agent blocked Mr [redacted] card to prevent any further transactions and advised him the transaction was still in pending status Mr [redacted] would need contact us once the transactions posted to his account to open a dispute claim Mr [redacted] contacted us back later that day because he attempted to use his card and discovered it was blocked Mr [redacted] informed us on December 15, that the transaction on his account was authorized by him The representatives he spoke with explained that his card would not be able to be unblocked Mr [redacted] spoke with a supervisor that afternoon and his card account was unblocked for use A member of our Corporate Response Team spoke with Mr [redacted] on December 16, and he explained the conversation that he had with our agent that he was inquiring about the transaction and was not informed his card account would be blocked Mr [redacted] confirmed he requested to close his account, and he will receive a check for the remaining funds within ten business days to the address on file We apologize for the service that Mr [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 Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend, A TSYS Company
To whom it may concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usWhen a customer requests a replacement card to be shipped to their address on file, we inform the customer the standard delivery timeframe is 7-business days Ms [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** On September 11, 2017, [redacted] ordered Ms [redacted] another replacement card with a 1-business day delivery, and the card is expected to be delivered on September 12, We attempted to reach Ms [redacted] on September 5, 9, and 11, by telephone and by email, but unfortunately, we were unable to speak with her to confirm her addressThe email we sent outlined our actions to resolve her complaintShould 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her transaction history statements On February 16, 2017, Ms [redacted] contacted our Customer Service Department and requested a copy of her transaction history We informed Ms [redacted] of the timeframe she should expect the transaction history to be sent On February 23, Ms [redacted] reached out to us to inform she had not received the statements she requested A member from our Corporate Office spoke to Ms [redacted] on February and apologize for the delay in receiving her account history We emailed the statements to her email address on file and waived the processing fee We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her refund check On January 20, 2017, Ms [redacted] contacted our Customer Service Department to complete a transfer of all funds and interest from her savings account to her Prepaid Card Account Ms [redacted] also requested to close her savings and Card Account As part of the closing proceedings, her Card Account was blocked as closed and all existing cards blockedThe check for the remaining balance was mailed to Ms [redacted] address on file on January Ms [redacted] would receive a check within ten business days Ms [redacted] contacted us on March 6, to inform us that she did not receive her check We cancelled the first check and scheduled a replacement check for reissue the next day Ms [redacted] should receive the second check within ten business days A member from our Corporate Office reached out to Ms [redacted] on March 7, 2017, but unfortunately we were unable to speak with her We emailed Ms [redacted] that the old check has been cancelled and replacement check will arrive within ten business days to the address she provided We are sorry to hear about Ms [redacted] experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [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 Regards, [redacted] I did speak to someone name [redacted] which he stated since I did not receive the check 3/31/he would FedEx it to me with two day shippingI will like this claim to remain open until I receive the payment [redacted] stated he would give me an call with the tracking number and ensure me it would arrive on this Tuesday of April
To Whom It May Concern: Thank you for forwarding Ms***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on November 28, 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on his account On October 20, 2016, we received an authorization request from a merchant, Access Secure Deposit in the amount of $on Mr [redacted] accountOn October 24, Mr [redacted] contacted us and reported the transaction attempt was declinedWe requested Mr [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into his available balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member from our Corporate Response Team, was able to release the pending transactions back into Mr [redacted] available balance on October 27, and informed him that the release was not a stop payment or cancellation of the transaction We have provided Mr [redacted] with our contact information should he need any further assistance Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, October 10, To Whom It May Concern: Thank you for forwarding Ms [redacted] ***’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on October 9, by way of telephoneWe informed Ms [redacted] by email on October 10, of our actions to resolve her complaintThank 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 her dispute claim On March 24, 2017, Ms [redacted] logged into her online account center and reported unauthorized transactions that posted to her Card AccountWe immediately blocked her Card to prevent further unauthorized activityWe promptly opened a dispute claim and began our investigation We informed Ms [redacted] of the investigation timeframe afforded under Regulation E We concluded our investigation on March 31, with no credit being issued to Ms***’s Card Account because we did not find an error occurredWe have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactions A letter detailing the results of our investigation was mailed to Ms***’s address on fileShe should receive this letter within ten business days A member of our Corporate Response Team spoke with Ms [redacted] on April 06, and discussed the results of her dispute claim We informed her the details of the investigation will be mailed to her address on file 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
Complaint: [redacted] I am rejecting this response because: when we were contacted by NetSpend, I was told that they agreed with us that the customer's perception of the this charge when viewed on their Mobile Device is deceivingNetSpend's response does not have a plan of action to correct thisI have attached an additional screen shot from the mobile app showing $as the Financial InstitutionRegards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountDuring routine monitoring, we placed a temporary block on Ms [redacted] ’s account, on May 3, 2016, because we detected suspicious activity on her accountMs [redacted] contacted us on May to verify her information and the temporary block was removedLater that day, our Risk Management Team blocked the account again and requested the receipts for her recent cash loads to the accountMs [redacted] provided the documents on May and they were sent to our Risk Management Team for review.Our Risk Management Team closed Ms [redacted] ’s account on May 16, because they identified risk factors associated with her activityThese risk factors are not shared publicly for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.Upon receipt of her complaint, we spoke with Ms [redacted] on May to discuss her account closureWe advised that a check for the remaining account balance should be received within business days.We apologize for the service that Ms [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 Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that we need him to send documents to verify his identity in order to activate his cardHe wants to be able to activate his card without needing to send these documents The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them NetSpend is compliant with the laws concerning the prepaid debit card.We required documentation to approve Mr [redacted] card for activation No documents have been received On July 15th, 2015, our Compliance Team was proactively able to verify Mr [redacted] identityI attempted to contact Mr [redacted] on July 21st and 22nd to address his concerns, however, I have only been able to leave him voicemails with my contact information and send him communication via emailWe do show he has activated his card for use NetSpend regrets the inconvenience that Mr [redacted] has experienced while attempting to activate his card He He has been given our information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Friday, August 12, 2016To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning NetSpend cards she purchased that should could not useOn August 3, 2016, Ms [redacted] contacted our Customer Service Department about the cards she purchased the day before She was informed that the information on the account did not match the identifying information she providedWe requested for her to send identification documents and proof of purchase of the cardOur Risk Management Team reviewed her documents on August 4, and determined the remaining balance could be sent to Ms***Additionally, our Risk Management Team closed all associated accounts with Ms [redacted] on August 02, because they identified risk factors associated with the activity/informationThese risk factors are not shared with publicly for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpendIn response to her communication, we spoke with Ms [redacted] on August 5, and she informed us that she wanted her check to be mailed to her PO Box addressWe confirmed with our Risk Team that her check will be mailed to the requested address and she should receive it within ten business daysMs [redacted] also provided information on three other cards she purchasedThe person she gave the card numbers to, attempted to activate the cards for use and then requested to have refund checks mailed to them for the remaining fundsWe notified our Risk Management Team with additional information regarding funds she loaded onto separate cardsWe informed Ms [redacted] that we will cooperate fully with the authorities if our records are requested by subpoenaWe apologize for the service that Ms [redacted] experienced with our Customer Service DepartmentWe have reported the incident to the management staff of the customer service agent she spoke withMs [redacted] has been provided 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 a card for her account that she has not received On March 30, 2017, Ms [redacted] reported her card was stolen through her online account center Ms [redacted] contacted our Customer Service Department the same day and ordered a Netspend Premier card to be shipped to her updated address Ms [redacted] contacted us on April 12, to inquire about the status her card deliveryThe card was returned to us from the US Postal Services as undeliverable because the apartment number was not added We updated the address and ordered a replacement card Ms [redacted] requested expedited shipping and agreed to the fee of $ She should receive the card within business days A member from our Corporate Office spoke with Ms [redacted] on April 12, to provide further insight about her card delivery We refunded her card account the $expedited shipping fee On April 13, we mailed Ms [redacted] a temporary card via UPS, next day air, to ensure she would have access to her funds before the weekendOur records show Ms [redacted] received and activated the card ending with [redacted] on April We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] Forsse concerning the fees associated with her NetSpend cardOn December 21, 2015, Ms [redacted] s temporary card was purchased from a retail store and given to her as a giftMs [redacted] called to activate her card on July 20, Our Customer Service Department advised Ms [redacted] that her temporary card had expired and explained the maintenance fees associated with her account Ms [redacted] requested to close her account and have a refund check for her remaining account balance mailed to her address on file In response to her communication, we spoke with Ms [redacted] on July 25, about the access of her fundsWe explained that the temporary card is not a gift card We also restored her account balance to the original amount Ms [redacted] will receive a refund check within business days We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, November 21, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on November 20, by way of telephoneWe informed Mr [redacted] by email of our actions to resolve his complaint on November 21, Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountMs [redacted] expressed her dissatisfaction when speaking to our agents and would like to know information concerning the closure of her account.Our Risk Management Team regularly monitors cardholder accounts in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the closing of Ms***’s account on December 21, She is no longer eligible for NetSpend services due to the risk factors that were identifiedThis means that Ms [redacted] will be prevented from opening any other account through programs that are managed by NetSpendOn January 11, 2016, we spoke with Ms [redacted] and addressed her concernsWe also submitted a request to mail her a check for the remaining balance on her accountShe should receive the check within business days.NetSpend regrets the inconvenience that Ms [redacted] experiencedWe have provided her 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 on complaint # [redacted] filed with your office by [redacted] concerning an ACH debit from her account by Gas South that she is disputingOn March 8, 2016, we spoke with Ms [redacted] to address her concerns about the progress of her disputes claim against Gas South We explained why the Written Statement of Unauthorized Debit (WSUD) form must be completely filled out and returned with her signature so it can be submitted to the bank that processed the ACH debit from her account We confirmed that the email address we have on her account is correct, but she did not receive the forms sent to her by our Customer Service on February 16th and March 3rd The Corporate Customer Response Team sent an additional form to her on March 3rd, but it was sent to the different email address provided in the message to the Revdex.com We suggested that she check her junk mail or spam folders for the forms She informed us that she did get a copy of the form by mail Once we receive the ACH disputes form from Ms [redacted] , we will precede with her claim against Gas South NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the ACH debit from Gas SouthWe 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] Ms [redacted] mentions that she could not activate her NetSpend card after sending in identification documentsShe wants her card activatedTo 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, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingMs [redacted] purchased her NetSpend card on September 11thThe information she entered to activate her card did not automatically approve so she was directed to call back during the regular operating hours for customer service, 8:AM – 10:PM CSTShe called the next day and we informed Ms [redacted] of the documents required to verify her information and approve the accountWe reviewed her documents and approved the account on September 12thWe spoke with Ms [redacted] on September 22nd and confirmed that she used the funds on the cardNetSpend regrets the inconvenience that Ms [redacted] experienced while activating her cardShould she have any additional questions she can call toll free ###-###-####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 pending transaction on his Card Account On March 15, 2017, we received an authorization request from the merchant, Home Depot, on Mr [redacted] Card AccountHe contacted us on that same day, and reported the transaction was cancelledWe requested Mr [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into his available balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member of our Corporate Office reached out to Mr [redacted] on April 6, Unfortunately, we did not have the opportunity to speak directly with himWe were able to release the pending transactions back into Mr [redacted] available balance and sent an email communication informing him of the resolution We have provided Mr [redacted] with our contact information should he have any further 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 his blocked card account On December 15, 2016, Mr [redacted] contacted our Customer Service Department to inquire about a transaction amount he disagreed with that occurred on his account Our agent blocked Mr [redacted] card to prevent any further transactions and advised him the transaction was still in pending status Mr [redacted] would need contact us once the transactions posted to his account to open a dispute claim Mr [redacted] contacted us back later that day because he attempted to use his card and discovered it was blocked Mr [redacted] informed us on December 15, that the transaction on his account was authorized by him The representatives he spoke with explained that his card would not be able to be unblocked Mr [redacted] spoke with a supervisor that afternoon and his card account was unblocked for use A member of our Corporate Response Team spoke with Mr [redacted] on December 16, and he explained the conversation that he had with our agent that he was inquiring about the transaction and was not informed his card account would be blocked Mr [redacted] confirmed he requested to close his account, and he will receive a check for the remaining funds within ten business days to the address on file We apologize for the service that Mr [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 Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend, A TSYS Company
To whom it may concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usWhen a customer requests a replacement card to be shipped to their address on file, we inform the customer the standard delivery timeframe is 7-business days Ms [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** On September 11, 2017, [redacted] ordered Ms [redacted] another replacement card with a 1-business day delivery, and the card is expected to be delivered on September 12, We attempted to reach Ms [redacted] on September 5, 9, and 11, by telephone and by email, but unfortunately, we were unable to speak with her to confirm her addressThe email we sent outlined our actions to resolve her complaintShould 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her transaction history statements On February 16, 2017, Ms [redacted] contacted our Customer Service Department and requested a copy of her transaction history We informed Ms [redacted] of the timeframe she should expect the transaction history to be sent On February 23, Ms [redacted] reached out to us to inform she had not received the statements she requested A member from our Corporate Office spoke to Ms [redacted] on February and apologize for the delay in receiving her account history We emailed the statements to her email address on file and waived the processing fee We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her refund check On January 20, 2017, Ms [redacted] contacted our Customer Service Department to complete a transfer of all funds and interest from her savings account to her Prepaid Card Account Ms [redacted] also requested to close her savings and Card Account As part of the closing proceedings, her Card Account was blocked as closed and all existing cards blockedThe check for the remaining balance was mailed to Ms [redacted] address on file on January Ms [redacted] would receive a check within ten business days Ms [redacted] contacted us on March 6, to inform us that she did not receive her check We cancelled the first check and scheduled a replacement check for reissue the next day Ms [redacted] should receive the second check within ten business days A member from our Corporate Office reached out to Ms [redacted] on March 7, 2017, but unfortunately we were unable to speak with her We emailed Ms [redacted] that the old check has been cancelled and replacement check will arrive within ten business days to the address she provided We are sorry to hear about Ms [redacted] experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [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 Regards, [redacted] I did speak to someone name [redacted] which he stated since I did not receive the check 3/31/he would FedEx it to me with two day shippingI will like this claim to remain open until I receive the payment [redacted] stated he would give me an call with the tracking number and ensure me it would arrive on this Tuesday of April
To Whom It May Concern: Thank you for forwarding Ms***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on November 28, 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on his account On October 20, 2016, we received an authorization request from a merchant, Access Secure Deposit in the amount of $on Mr [redacted] accountOn October 24, Mr [redacted] contacted us and reported the transaction attempt was declinedWe requested Mr [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into his available balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member from our Corporate Response Team, was able to release the pending transactions back into Mr [redacted] available balance on October 27, and informed him that the release was not a stop payment or cancellation of the transaction We have provided Mr [redacted] with our contact information should he need any further assistance Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, October 10, To Whom It May Concern: Thank you for forwarding Ms [redacted] ***’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on October 9, by way of telephoneWe informed Ms [redacted] by email on October 10, of our actions to resolve her complaintThank 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 her dispute claim On March 24, 2017, Ms [redacted] logged into her online account center and reported unauthorized transactions that posted to her Card AccountWe immediately blocked her Card to prevent further unauthorized activityWe promptly opened a dispute claim and began our investigation We informed Ms [redacted] of the investigation timeframe afforded under Regulation E We concluded our investigation on March 31, with no credit being issued to Ms***’s Card Account because we did not find an error occurredWe have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactions A letter detailing the results of our investigation was mailed to Ms***’s address on fileShe should receive this letter within ten business days A member of our Corporate Response Team spoke with Ms [redacted] on April 06, and discussed the results of her dispute claim We informed her the details of the investigation will be mailed to her address on file 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
Complaint: [redacted] I am rejecting this response because: when we were contacted by NetSpend, I was told that they agreed with us that the customer's perception of the this charge when viewed on their Mobile Device is deceivingNetSpend's response does not have a plan of action to correct thisI have attached an additional screen shot from the mobile app showing $as the Financial InstitutionRegards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountDuring routine monitoring, we placed a temporary block on Ms [redacted] ’s account, on May 3, 2016, because we detected suspicious activity on her accountMs [redacted] contacted us on May to verify her information and the temporary block was removedLater that day, our Risk Management Team blocked the account again and requested the receipts for her recent cash loads to the accountMs [redacted] provided the documents on May and they were sent to our Risk Management Team for review.Our Risk Management Team closed Ms [redacted] ’s account on May 16, because they identified risk factors associated with her activityThese risk factors are not shared publicly for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.Upon receipt of her complaint, we spoke with Ms [redacted] on May to discuss her account closureWe advised that a check for the remaining account balance should be received within business days.We apologize for the service that Ms [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 Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that we need him to send documents to verify his identity in order to activate his cardHe wants to be able to activate his card without needing to send these documents The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them NetSpend is compliant with the laws concerning the prepaid debit card.We required documentation to approve Mr [redacted] card for activation No documents have been received On July 15th, 2015, our Compliance Team was proactively able to verify Mr [redacted] identityI attempted to contact Mr [redacted] on July 21st and 22nd to address his concerns, however, I have only been able to leave him voicemails with my contact information and send him communication via emailWe do show he has activated his card for use NetSpend regrets the inconvenience that Mr [redacted] has experienced while attempting to activate his card He He has been given our information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company