Thursday, January 04, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s additional comments on complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on January 04, by way of telephoneWe sent him an email detailing the actions to resolve his concernsThank 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
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 Mr [redacted] contacted me as written resulting in clearing my complaint His Customer Care is and was greatly appreciated Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am still waiting for Netspend to reopen the 795$ claimThe Western Union AccountThey have been kind enough to retrieve about half of the funds though and that is greatly appreciated Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her NetSpend Prepaid Visa CardOn April 9, 2016, Ms [redacted] ’s account was blocked due to risk factors associated with her activityWe requested identifying documents to verify her account informationOn April 14, 2016, Ms [redacted] advised that she did not want to provide the requested documents and her account was closedThe specific account activity that triggered the block and closure is not disclosed to consumers for security purposesWe are no longer able to offer her services with our NetSpend managed programsMs [redacted] will receive a check for the remaining funds on her account within ten business daysMs [redacted] has been provided my contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: netspend only talks about the fees associated with the transaction that was fraudulentNot the intial money that was taken Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Mr***’ complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on August 24, by way of telephone If 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 me Brian Rudd was very helpful and expedient with our issue; I will contact him if there are any other issues Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning text alerts she is receiving for someone else’s NetSpend cardShe’s requesting to stop receiving these text messagesOn February 18th, 2016, I was able to locate the Netspend account in question and removed Ms [redacted] phone number I left her a voicemail with my contact information informing her of the resolution We regret any inconvenience that Ms [redacted] experienced by receiving text alerts for an account she does not haveShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Friday, February 02, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usIf 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.As you requested, we addressed this matter directly with Ms [redacted] by way of e-mail on January 26, We provided her with further insight on the collection processThank you for bringing this matter to our attention.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Friday, March 16, To Whom It May Concern: Thank you for forwarding Ms [redacted] additional comments regarding [redacted] to usThe Dispute Department reviewed the documents that Ms [redacted] providedThe dispute decision on Ms [redacted] claim remains the sameAs you requested, we addressed this matter directly with Ms [redacted] on March 16, by telephoneThe Dispute Department will contact her directly regarding her 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that when she called to receive the results on her stolen card disputes after ten days, she was told the update is days because the account is newShe wants her money returned for the disputed itemsOn June 22, 2015, Ms [redacted] reported her card as stolen and she disputed seven transactions on her account as fraudulentWe apologize if she was misinformed initially about the update timeframeOn a new account, one that has a disputes claim within days of the first deposit to the account, the update timeframe is business daysHer disputes claim will receive an update by July 20thAt that time the provisional credit decision will be madeNetSpend understands the disputes process is lengthyWe appreciate Ms [redacted] ’s patience as we attempt to retrieve her fundsWe have provided Ms [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] * [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 August 4, 2016, Ms [redacted] contacted us to report an unauthorized transaction on her card from [redacted] MOBILE for $ We immediately blocked her card to prevent further unauthorized activityThe transaction was pending and we advised Ms [redacted] that once it posts we can open a dispute claimOn August 5, the transaction posted and we immediately opened dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframes afforded under Regulation E.A member of our Corporate Response Team reached out to Ms [redacted] on August to discuss her dispute claimWe advised Ms [redacted] that her dispute claim is currently being investigated within the timeframes previously advised The claim is scheduled for an update on August 19, to determine provisional credit eligibility Ms [redacted] will be notified on this day with further information regarding the status of her claimWe 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 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] mentions that her account was blocked due to a merchant refund and the timeframe to lift the block is excessiveShe requests access to the funds that were credited to her cardOur Risk Management Department regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usageRisk factors were identified that led to the blocking of MsAlvarez’s account on August 28, UOP Online credited her card $and there was no matching debitOur Risk Management Team blocked the account and requested proof of the original purchase receiptThat same day, our Risk Management Department reviewed the document and removed the account blockNetSpend regrets the inconvenience that [redacted] experienced as a result of the block on her accountShe has been given 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 activation of her Card Account We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase February 12, 2017, Ms [redacted] attempted to activate her new NetSpend Card Account but a temporary restriction was placed on the card account, because during routine monitoring we detected suspicious activityIn order to remove the restriction, we requested Ms [redacted] to provide copies of her identification documents to verify her identity in order to approve the Card Account A member from our Corporate Office spoke to Ms [redacted] on February 13, 2017, and explained why the documentation is needed Ms [redacted] agreed to send the documentation to approve her Card Account and remove the temporary card account restriction 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 he have any additional questions or concerns Thank 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 the activation of her account We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase On September 23, 2016, Ms [redacted] attempted to activate her new NetSpend card, but her identity information could not be automatically verified We requested her to provide copies of her identification documents to verify her identity manually Ms [redacted] provided the required documents on September 24, and her account was fully approved the same day She activated her card and was able access the funds on the account In response to her communication, a member of our Corporate Response Team contacted Ms [redacted] on September We apologized 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 Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received after his deposit posted to his account He’s requesting to receive a NetSpend card in order to access his funds On January 13, 2016, Mr*** ordered a new NetSpend card while processing his tax refund through Turbo Tax His deposit posted to his account on February 2nd and he had not received the card We spoke to Mr [redacted] on February 17th and ordered a card to be expedited, but it was mailed to an incorrect address On February 21st, we expedited Mr [redacted] a third card to the correct addressOn February 24th, I spoke with Mr [redacted] to address his concerns and provided him with the UPS tracking number for the cardNetSpend regrets any inconvenience that Mr [redacted] experienced while waiting to receive his cardHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his direct deposit that was not received He is requesting a refund for the transfer fee that was assessed to move his funds to the correct accountOn December 23rd, 2015, Mr [redacted] was assisted by our customer service department and informed that his was placed into a different account under his name We transferred the funds to his correct account and a fee of was charged for the transfer As a courtesy, we have refunded the transfer fee and placed it back into his accountWe regret the inconvenience that Mr [redacted] experienced as a result of incurring fees when he transferred funds to his new card We have provided him with our contact information should he 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: I had email conversation with some person fromay netspendI told him I wasn't satisfied with his response and lack if concern for my issues, and no resolution was madeNo allowing my overdraft to continue, nor credited me for the in fees for declined transactions because it still said my overdraft was activeI do not feel valued, and I do not feel like the company made any effort to actually meet in the middle or to keep my business, all they did was rattle on information out of a policy book, and not attempt to come to a real resolution Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he did not receive his refund checks from his closed Skylight account He wants the funds placed on his account On July 17, 2015, we spoke with Mr [redacted] concerning his check We mailed three checks to the address on the account, but he did not receive them We confirmed his PO Box address and will mail a check for his remaining funds on July 24th NetSpend regrets the inconvenience Mr [redacted] experienced while waiting on his refund check We 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] concerning her NetSpend card that she never received, where her income tax refund was deposited She’s requesting a card with her tax refund on it On October 27, 2015, we reached out to Ms [redacted] by telephone and email, but have not had the opportunity to speak with her We attempted to locate an account based off of the information provided in the Revdex.com letter, but were unable to locate the account that she’s speaking of Ms [redacted] can contact IRS.Gov and search ‘where is my return’ to obtain the details on where her income tax refund was posted NetSpend regrets the inconvenience that Ms [redacted] experienced concerning the location of her income tax refundWe 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
Thursday, January 04, To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s additional comments on complaint [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on January 04, by way of telephoneWe sent him an email detailing the actions to resolve his concernsThank 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
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 Mr [redacted] contacted me as written resulting in clearing my complaint His Customer Care is and was greatly appreciated Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am still waiting for Netspend to reopen the 795$ claimThe Western Union AccountThey have been kind enough to retrieve about half of the funds though and that is greatly appreciated Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her NetSpend Prepaid Visa CardOn April 9, 2016, Ms [redacted] ’s account was blocked due to risk factors associated with her activityWe requested identifying documents to verify her account informationOn April 14, 2016, Ms [redacted] advised that she did not want to provide the requested documents and her account was closedThe specific account activity that triggered the block and closure is not disclosed to consumers for security purposesWe are no longer able to offer her services with our NetSpend managed programsMs [redacted] will receive a check for the remaining funds on her account within ten business daysMs [redacted] has been provided my contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: netspend only talks about the fees associated with the transaction that was fraudulentNot the intial money that was taken Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Mr***’ complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on August 24, by way of telephone If 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 me Brian Rudd was very helpful and expedient with our issue; I will contact him if there are any other issues Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning text alerts she is receiving for someone else’s NetSpend cardShe’s requesting to stop receiving these text messagesOn February 18th, 2016, I was able to locate the Netspend account in question and removed Ms [redacted] phone number I left her a voicemail with my contact information informing her of the resolution We regret any inconvenience that Ms [redacted] experienced by receiving text alerts for an account she does not haveShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Friday, February 02, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usIf 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.As you requested, we addressed this matter directly with Ms [redacted] by way of e-mail on January 26, We provided her with further insight on the collection processThank you for bringing this matter to our attention.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Friday, March 16, To Whom It May Concern: Thank you for forwarding Ms [redacted] additional comments regarding [redacted] to usThe Dispute Department reviewed the documents that Ms [redacted] providedThe dispute decision on Ms [redacted] claim remains the sameAs you requested, we addressed this matter directly with Ms [redacted] on March 16, by telephoneThe Dispute Department will contact her directly regarding her 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that when she called to receive the results on her stolen card disputes after ten days, she was told the update is days because the account is newShe wants her money returned for the disputed itemsOn June 22, 2015, Ms [redacted] reported her card as stolen and she disputed seven transactions on her account as fraudulentWe apologize if she was misinformed initially about the update timeframeOn a new account, one that has a disputes claim within days of the first deposit to the account, the update timeframe is business daysHer disputes claim will receive an update by July 20thAt that time the provisional credit decision will be madeNetSpend understands the disputes process is lengthyWe appreciate Ms [redacted] ’s patience as we attempt to retrieve her fundsWe have provided Ms [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] * [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 August 4, 2016, Ms [redacted] contacted us to report an unauthorized transaction on her card from [redacted] MOBILE for $ We immediately blocked her card to prevent further unauthorized activityThe transaction was pending and we advised Ms [redacted] that once it posts we can open a dispute claimOn August 5, the transaction posted and we immediately opened dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframes afforded under Regulation E.A member of our Corporate Response Team reached out to Ms [redacted] on August to discuss her dispute claimWe advised Ms [redacted] that her dispute claim is currently being investigated within the timeframes previously advised The claim is scheduled for an update on August 19, to determine provisional credit eligibility Ms [redacted] will be notified on this day with further information regarding the status of her claimWe 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 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] mentions that her account was blocked due to a merchant refund and the timeframe to lift the block is excessiveShe requests access to the funds that were credited to her cardOur Risk Management Department regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usageRisk factors were identified that led to the blocking of MsAlvarez’s account on August 28, UOP Online credited her card $and there was no matching debitOur Risk Management Team blocked the account and requested proof of the original purchase receiptThat same day, our Risk Management Department reviewed the document and removed the account blockNetSpend regrets the inconvenience that [redacted] experienced as a result of the block on her accountShe has been given 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 activation of her Card Account We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase February 12, 2017, Ms [redacted] attempted to activate her new NetSpend Card Account but a temporary restriction was placed on the card account, because during routine monitoring we detected suspicious activityIn order to remove the restriction, we requested Ms [redacted] to provide copies of her identification documents to verify her identity in order to approve the Card Account A member from our Corporate Office spoke to Ms [redacted] on February 13, 2017, and explained why the documentation is needed Ms [redacted] agreed to send the documentation to approve her Card Account and remove the temporary card account restriction 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 he have any additional questions or concerns Thank 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 the activation of her account We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase On September 23, 2016, Ms [redacted] attempted to activate her new NetSpend card, but her identity information could not be automatically verified We requested her to provide copies of her identification documents to verify her identity manually Ms [redacted] provided the required documents on September 24, and her account was fully approved the same day She activated her card and was able access the funds on the account In response to her communication, a member of our Corporate Response Team contacted Ms [redacted] on September We apologized 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 Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received after his deposit posted to his account He’s requesting to receive a NetSpend card in order to access his funds On January 13, 2016, Mr*** ordered a new NetSpend card while processing his tax refund through Turbo Tax His deposit posted to his account on February 2nd and he had not received the card We spoke to Mr [redacted] on February 17th and ordered a card to be expedited, but it was mailed to an incorrect address On February 21st, we expedited Mr [redacted] a third card to the correct addressOn February 24th, I spoke with Mr [redacted] to address his concerns and provided him with the UPS tracking number for the cardNetSpend regrets any inconvenience that Mr [redacted] experienced while waiting to receive his cardHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his direct deposit that was not received He is requesting a refund for the transfer fee that was assessed to move his funds to the correct accountOn December 23rd, 2015, Mr [redacted] was assisted by our customer service department and informed that his was placed into a different account under his name We transferred the funds to his correct account and a fee of was charged for the transfer As a courtesy, we have refunded the transfer fee and placed it back into his accountWe regret the inconvenience that Mr [redacted] experienced as a result of incurring fees when he transferred funds to his new card We have provided him with our contact information should he 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: I had email conversation with some person fromay netspendI told him I wasn't satisfied with his response and lack if concern for my issues, and no resolution was madeNo allowing my overdraft to continue, nor credited me for the in fees for declined transactions because it still said my overdraft was activeI do not feel valued, and I do not feel like the company made any effort to actually meet in the middle or to keep my business, all they did was rattle on information out of a policy book, and not attempt to come to a real resolution Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he did not receive his refund checks from his closed Skylight account He wants the funds placed on his account On July 17, 2015, we spoke with Mr [redacted] concerning his check We mailed three checks to the address on the account, but he did not receive them We confirmed his PO Box address and will mail a check for his remaining funds on July 24th NetSpend regrets the inconvenience Mr [redacted] experienced while waiting on his refund check We 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] concerning her NetSpend card that she never received, where her income tax refund was deposited She’s requesting a card with her tax refund on it On October 27, 2015, we reached out to Ms [redacted] by telephone and email, but have not had the opportunity to speak with her We attempted to locate an account based off of the information provided in the Revdex.com letter, but were unable to locate the account that she’s speaking of Ms [redacted] can contact IRS.Gov and search ‘where is my return’ to obtain the details on where her income tax refund was posted NetSpend regrets the inconvenience that Ms [redacted] experienced concerning the location of her income tax refundWe 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