To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her card 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 Our packaging also informs that the person activating the card must be at least years of age On November 30, 2016, Ms [redacted] attempted to activate a new NetSpend card in her son’s name, but his identity information could not be automatically verified We requested Ms [redacted] to provide copies of her son’s identification documents to verify his identity in order to approve the account A member of our Corporate Response Team spoke with Ms [redacted] on November 30, regarding the card she purchased and accessing her funds We advised Ms [redacted] that she has the option to receive a refund check mailed to her address on file or to have the card converted to “Limited Use”The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Once all the funds are dispensed, the account will close and the card can be discarded because it cannot be reloaded Ms [redacted] choose to have the card set to “Limited Use” and was able to access all of her funds later that same day 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: My current accessing of my NetSpend account came after I was recently allowed access to it, and when I finally starting access it again not only did I find a certain amount money missing from it, but I saw my account history prior to September had been wiped outBe advised that I cannot open the attachment supposedly containing my NetSpend account history in the recent email sent by customer service representative [redacted] Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she spoke with our customer service regarding several unauthorized transactions that caused her account to go into a negative balance, and the customer representative only offered to dispute the transactions for youShe wants her money back immediatelyOn August 5, 2015, Ms [redacted] called NetSpend about five unauthorized charges from the merchant Cash that resulted in a negative account balanceThe unauthorized transactions were still pending and could not be disputed until the merchant posted the transactions to her accountOn the next day, the merchant collected the funds from the pending transactions, and we opened a disputes claimWe informed Ms [redacted] that an update on the claim would be given within ten business days, August 20thWe issued a provisional credit to her account on August 7th while our Disputes Department continues the investigation of her claimMs [redacted] ’s disputes claim will finalize within days, September 20thIf the claim is successful, no further action will be required since she’s received a provisional (temporary) credit for the disputed amountNetSpend understands that 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] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, May 27, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his refund check We are required to obtain, verify, and record information that identifies each person who opens a prepaid debit card account 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 purchaseThe card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing On March 4, 2015, Mr [redacted] contacted us to activate his card The identity information he provided could not be verified and our Customer Service Department requested identification documents to manually approve his account We received Mr [redacted] documents on June 13, 2015, but they were not sufficient to successfully verify his informationOn March 18, 2016, Mr [redacted] requested to close the account and send him a refund check A refund check for the remaining account balance was mailed to the address on file on May He should receive this check within business days We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team 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] PS - Thank you very much for your assistance
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that was caused by a merchant refundShe’s requesting for her account to be unblocked Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 25, 2015, a systemic block was placed on Mrs [redacted] ’s account after Orthosynetics Inccredited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the MasterCard processing rulesThe merchant can also reverse the credit and issue the funds to Mrs [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Mrs [redacted] ’s document on December 1st and removed the account block On December 2nd, we spoke with Mrs [redacted] to address her concerns, and she advised us that her concerns are resolvedNetSpend regrets the inconvenience that Mrs [redacted] experienced as a result of the block on her account She has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions she could not access her funds because she could not verify security on her accountShe requests that her funds be returned to herOn August 7, 2015, Ms [redacted] reported her card as lost, but a replacement card was not orderedA deposit posted to her account on August 13th for $She called back on August 14th to move funds from her account to another NetSpend account where she is a secondary cardholderMs [redacted] could not answer the account security question and was unable to transfer funds to the other accountWe offered to mail her another card for this account, but she declined and asked for the account to be closedWe mailed Ms [redacted] a check for the remaining funds on the account on August 20thNetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to transfer fundsOur security measures are designed to protect our customersWe have provided her our 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:I talked to the IRS on 5/14/after talking with Revdex.com, the IRS said there has been no money or check debited to them and that the lead number that netspend has given me doesn't mean anything but they did tell me to call back every days Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her cardWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that this is not a gift cardUpon receipt of her complaint, we spoke with Ms [redacted] on May to discuss her options for retrieving the funds from her accountWe 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the customer service he received while filing his disputes claimWe appreciate Mr [redacted] ’s additional comments Mr [redacted] ’s dispute claim is not eligible for a provisional credit, but we are continuing our efforts to investigate the claimThe claim is scheduled to be finalized by August The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigation We apologize again for the service that Mr [redacted] experienced with our Customer Service Department We have reported the incident to the management staff of the customer service agents he spoke with.We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has not received a replacement card which prevents her from accessing her fundsShe wants a new card immediatelyOn July 22, 2015, Ms [redacted] marked three of her cards as "lost" through our online account center at www.netspend.comShe did not have sufficient funds on the account to order a replacement cardOur system informed her that the card would be ordered when the account was fundedMs [redacted] ’s account was funded by direct deposit on July 30th, and a replacement card was orderedThe standard delivery timeframe for a card is – business daysMs [redacted] ’s replacement card was received and activated on August 5thNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting on her replacement cardWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, June 2, 2017To Whom It May Concern:Thank you for forwarding Ms [redacted] complaint # [redacted] to usNetspend re-reviewed Ms [redacted] ’s Card Account and the block was removed on June 2, 2017.We attempted to reach Ms [redacted] on June 2, by telephone, but unfortunately, we were unable to speak with herThe email we sent on June 2, outlined our actions to resolve Ms [redacted] ’s complaintHer case has been assigned to a Corporate Customer Response Team Analyst, ***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 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 his direct deposit On September 13, 2016, Mr [redacted] received a direct deposit under the name [redacted] , to his account Because the name on the deposit did not match the name on Mr [redacted] ’s account, the deposit was placed in a pending status On September 14, the deposit was returned back to the originator Once a deposit is returned, it can take up to business days to be received In response to his communication, we attempted to contact Mr [redacted] , but we were unable to speak with him A letter confirming that his deposit was returned and not posted, has been sent to him for his records We apologize that Mr [redacted] had a bad experience with our customer service agentsWe have notified the Management Team of the customer service agents that assisted him to review their actions concerning placing his calls on hold and transferring his calls to a supervisor 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
Complaint: [redacted] This company is putting me through hell and back they haven't sent me any refund check and when I call and ask about it they tell me it's for all these different prices!!!!! I am being told by everyone that I should hear something soon but that's a complete lie I have my phone records of how many times I have called netspend and how long I was on hold for hours at a time! They haven't called me they keep saying some one from there dispute department will call me but I haven't gotten anything yet !!!! I just want my money back and If not I'm going to sue this bank ! I am rejecting this response because: Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the outcome of her dispute claim On April 5, Ms [redacted] logged onto her online account center and opened a dispute claim for several unauthorized transactions that posted to her account We issued a provisional credit to Ms [redacted] ’s account on April 19, while we continued our investigation of her dispute claim On May 20, we concluded our investigation of Ms [redacted] ’s dispute claim and did not find that an error occurred We received supporting documentation from the merchant involved in Ms [redacted] ’s dispute claim that validated the transactionsWe notified Ms [redacted] that the provisional credit would be reversed on May Upon receipt of her complaint, we reached out to Ms [redacted] to discuss the outcome of her dispute claim We requested documentation involved in our dispute investigation to be mailed to her address on file She will receive this in the mail 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 TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she filed two disputes claims and she got a confusing response about the settlement of the claimsShe wants her disputes to be settledOn May 29, 2015, Ms [redacted] called to file a disputes claim for seven transactions on her cardFour of the charges had been collected by the merchants, so they were disputed that dayShe called back the next day to file a claim on the remaining three transactionsWe informed her that both claims would be updated in ten business days, June 12thThe second disputes claim was paid out on June 10th, while the first claim received credit on June 12thThe disputes analyst did not provide information about the claims until the payouts were issuedWe sent Ms [redacted] the closure letters for each disputes claimNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting for the disputes claims to settleWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, September 26, 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 September 26, by way of telephoneWe informed Mr [redacted] by email on the same day, of our actions to resolve his 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] Ms [redacted] states that she disputed an unauthorized transaction, and was told to wait business daysShe wants to be reimbursed for the disputed transactionOn July 17, 2015, Ms [redacted] called our customer service and mentioned that there were two unauthorized transactions on her accountOne transaction was from from Wal-Mart in the amount of $using her card ending in ***.The second transaction was an ACH (Automated Clearing House) transaction from Progressive Select Insurance in the amount of $378.75, using her account and routing numberCustomer service disputed the first transaction from Wal-Mart, but failed to dispute the ACH transaction with ProgressiveMs [redacted] was informed by customer service to send a letter, summarizing the details of the unauthorized transactions, and was advised that she would receive an update on her claim within business daysOn the 10th business day from speaking with customer service, Ms [redacted] was reimbursed for the Wal-Mart transactionMs [redacted] called customer service on August 1st and was informed that her ACH transaction from Progressive wasn’t disputedCustomer service at that time submitted a request to our EFT (Electronic Funds Transfer) Department in efforts to dispute the unauthorized ACH transactionOn the 10th business day from August 2nd, our EFT Department concluded Ms [redacted] ’s disputes claim, and reimbursed her for the ACH Progressive transaction on the following dayOur Risk Management Team regularly reviews our cardholder’s accounts in efforts to prevent compromising activity from initiating on accounts, and to ensure that we remain compliant with regulationsOn August 17th, our Risk Management Team determined risk factors that led to the blocking of Ms [redacted] ’s accountThe account is now closed and Ms [redacted] is no longer eligible for NetSpend servicesA check for her remaining funds was mailed on August 21stNetSpend regrets the inconvenience that Ms [redacted] experienced as she waited for the resolution of her disputes claimsFurthermore, we apologize that our customer service failed to successfully dispute both transactions that Ms [redacted] advised us ofWe have taken the appropriate actions with the customer service representativeWe have also 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] concerning the fees associated with his accountUpon receiving Mr [redacted] complaint, we spoke with him on May to discuss his account feesWe provided information regarding the different fee plans that are available on his accountWe enrolled Mr [redacted] into the Fee Advantage Plan that waives the debit and signature transaction fees for a low monthly feeThe transaction fees that were incurred in May were reimbursed back to his account.We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her direct depositOn October 17, 2016, Ms [redacted] ordered a Netspend card from our websiteThe card is typically delivered within 7-business daysWe received notice of a direct deposit onto Ms [redacted] Card Account on October 26, with a settlement date of October Because the card that we mailed her had not been activated we placed a temporary hold on her deposit until we could verify her identification informationMs [redacted] contacted our Customer Service Department on October 27, and we obtained enough information to complete the initial process of verifying her identityHowever, in order to post the pending direct deposit onto an unactivated account, we needed Ms [redacted] to verify additional security questionsMs [redacted] was unable to successfully answer the additional security questions, so we requested copies of her identification documents to prevent the deposit from being returned to the originator on the settlement date of October 27, by 5:00PM (CST)We received Ms [redacted] identification documents on October 27, and were able to post her direct deposit onto her Card Account.A member of our Corporate Response Team spoke with Ms [redacted] on October 27, regarding her deposit and cardWe informed Ms [redacted] that that her direct deposit had been posted and that her card should arrive by by October Our records show that Ms [redacted] was able to activate her card on October and access her funds that same day.We apologize for the misinformation Ms [redacted] received from our Customer Service Department regarding the return of her direct depositWe have reported this incident to the management staff of the customer service agents she spoke with We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her card 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 Our packaging also informs that the person activating the card must be at least years of age On November 30, 2016, Ms [redacted] attempted to activate a new NetSpend card in her son’s name, but his identity information could not be automatically verified We requested Ms [redacted] to provide copies of her son’s identification documents to verify his identity in order to approve the account A member of our Corporate Response Team spoke with Ms [redacted] on November 30, regarding the card she purchased and accessing her funds We advised Ms [redacted] that she has the option to receive a refund check mailed to her address on file or to have the card converted to “Limited Use”The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Once all the funds are dispensed, the account will close and the card can be discarded because it cannot be reloaded Ms [redacted] choose to have the card set to “Limited Use” and was able to access all of her funds later that same day 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: My current accessing of my NetSpend account came after I was recently allowed access to it, and when I finally starting access it again not only did I find a certain amount money missing from it, but I saw my account history prior to September had been wiped outBe advised that I cannot open the attachment supposedly containing my NetSpend account history in the recent email sent by customer service representative [redacted] Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she spoke with our customer service regarding several unauthorized transactions that caused her account to go into a negative balance, and the customer representative only offered to dispute the transactions for youShe wants her money back immediatelyOn August 5, 2015, Ms [redacted] called NetSpend about five unauthorized charges from the merchant Cash that resulted in a negative account balanceThe unauthorized transactions were still pending and could not be disputed until the merchant posted the transactions to her accountOn the next day, the merchant collected the funds from the pending transactions, and we opened a disputes claimWe informed Ms [redacted] that an update on the claim would be given within ten business days, August 20thWe issued a provisional credit to her account on August 7th while our Disputes Department continues the investigation of her claimMs [redacted] ’s disputes claim will finalize within days, September 20thIf the claim is successful, no further action will be required since she’s received a provisional (temporary) credit for the disputed amountNetSpend understands that 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] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, May 27, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his refund check We are required to obtain, verify, and record information that identifies each person who opens a prepaid debit card account 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 purchaseThe card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing On March 4, 2015, Mr [redacted] contacted us to activate his card The identity information he provided could not be verified and our Customer Service Department requested identification documents to manually approve his account We received Mr [redacted] documents on June 13, 2015, but they were not sufficient to successfully verify his informationOn March 18, 2016, Mr [redacted] requested to close the account and send him a refund check A refund check for the remaining account balance was mailed to the address on file on May He should receive this check within business days We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team 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] PS - Thank you very much for your assistance
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that was caused by a merchant refundShe’s requesting for her account to be unblocked Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 25, 2015, a systemic block was placed on Mrs [redacted] ’s account after Orthosynetics Inccredited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the MasterCard processing rulesThe merchant can also reverse the credit and issue the funds to Mrs [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Mrs [redacted] ’s document on December 1st and removed the account block On December 2nd, we spoke with Mrs [redacted] to address her concerns, and she advised us that her concerns are resolvedNetSpend regrets the inconvenience that Mrs [redacted] experienced as a result of the block on her account She has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions she could not access her funds because she could not verify security on her accountShe requests that her funds be returned to herOn August 7, 2015, Ms [redacted] reported her card as lost, but a replacement card was not orderedA deposit posted to her account on August 13th for $She called back on August 14th to move funds from her account to another NetSpend account where she is a secondary cardholderMs [redacted] could not answer the account security question and was unable to transfer funds to the other accountWe offered to mail her another card for this account, but she declined and asked for the account to be closedWe mailed Ms [redacted] a check for the remaining funds on the account on August 20thNetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to transfer fundsOur security measures are designed to protect our customersWe have provided her our 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:I talked to the IRS on 5/14/after talking with Revdex.com, the IRS said there has been no money or check debited to them and that the lead number that netspend has given me doesn't mean anything but they did tell me to call back every days Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her cardWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that this is not a gift cardUpon receipt of her complaint, we spoke with Ms [redacted] on May to discuss her options for retrieving the funds from her accountWe 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the customer service he received while filing his disputes claimWe appreciate Mr [redacted] ’s additional comments Mr [redacted] ’s dispute claim is not eligible for a provisional credit, but we are continuing our efforts to investigate the claimThe claim is scheduled to be finalized by August The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigation We apologize again for the service that Mr [redacted] experienced with our Customer Service Department We have reported the incident to the management staff of the customer service agents he spoke with.We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has not received a replacement card which prevents her from accessing her fundsShe wants a new card immediatelyOn July 22, 2015, Ms [redacted] marked three of her cards as "lost" through our online account center at www.netspend.comShe did not have sufficient funds on the account to order a replacement cardOur system informed her that the card would be ordered when the account was fundedMs [redacted] ’s account was funded by direct deposit on July 30th, and a replacement card was orderedThe standard delivery timeframe for a card is – business daysMs [redacted] ’s replacement card was received and activated on August 5thNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting on her replacement cardWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, June 2, 2017To Whom It May Concern:Thank you for forwarding Ms [redacted] complaint # [redacted] to usNetspend re-reviewed Ms [redacted] ’s Card Account and the block was removed on June 2, 2017.We attempted to reach Ms [redacted] on June 2, by telephone, but unfortunately, we were unable to speak with herThe email we sent on June 2, outlined our actions to resolve Ms [redacted] ’s complaintHer case has been assigned to a Corporate Customer Response Team Analyst, ***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 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 his direct deposit On September 13, 2016, Mr [redacted] received a direct deposit under the name [redacted] , to his account Because the name on the deposit did not match the name on Mr [redacted] ’s account, the deposit was placed in a pending status On September 14, the deposit was returned back to the originator Once a deposit is returned, it can take up to business days to be received In response to his communication, we attempted to contact Mr [redacted] , but we were unable to speak with him A letter confirming that his deposit was returned and not posted, has been sent to him for his records We apologize that Mr [redacted] had a bad experience with our customer service agentsWe have notified the Management Team of the customer service agents that assisted him to review their actions concerning placing his calls on hold and transferring his calls to a supervisor 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
Complaint: [redacted] This company is putting me through hell and back they haven't sent me any refund check and when I call and ask about it they tell me it's for all these different prices!!!!! I am being told by everyone that I should hear something soon but that's a complete lie I have my phone records of how many times I have called netspend and how long I was on hold for hours at a time! They haven't called me they keep saying some one from there dispute department will call me but I haven't gotten anything yet !!!! I just want my money back and If not I'm going to sue this bank ! I am rejecting this response because: Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the outcome of her dispute claim On April 5, Ms [redacted] logged onto her online account center and opened a dispute claim for several unauthorized transactions that posted to her account We issued a provisional credit to Ms [redacted] ’s account on April 19, while we continued our investigation of her dispute claim On May 20, we concluded our investigation of Ms [redacted] ’s dispute claim and did not find that an error occurred We received supporting documentation from the merchant involved in Ms [redacted] ’s dispute claim that validated the transactionsWe notified Ms [redacted] that the provisional credit would be reversed on May Upon receipt of her complaint, we reached out to Ms [redacted] to discuss the outcome of her dispute claim We requested documentation involved in our dispute investigation to be mailed to her address on file She will receive this in the mail 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 TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she filed two disputes claims and she got a confusing response about the settlement of the claimsShe wants her disputes to be settledOn May 29, 2015, Ms [redacted] called to file a disputes claim for seven transactions on her cardFour of the charges had been collected by the merchants, so they were disputed that dayShe called back the next day to file a claim on the remaining three transactionsWe informed her that both claims would be updated in ten business days, June 12thThe second disputes claim was paid out on June 10th, while the first claim received credit on June 12thThe disputes analyst did not provide information about the claims until the payouts were issuedWe sent Ms [redacted] the closure letters for each disputes claimNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting for the disputes claims to settleWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, September 26, 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 September 26, by way of telephoneWe informed Mr [redacted] by email on the same day, of our actions to resolve his 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] Ms [redacted] states that she disputed an unauthorized transaction, and was told to wait business daysShe wants to be reimbursed for the disputed transactionOn July 17, 2015, Ms [redacted] called our customer service and mentioned that there were two unauthorized transactions on her accountOne transaction was from from Wal-Mart in the amount of $using her card ending in ***.The second transaction was an ACH (Automated Clearing House) transaction from Progressive Select Insurance in the amount of $378.75, using her account and routing numberCustomer service disputed the first transaction from Wal-Mart, but failed to dispute the ACH transaction with ProgressiveMs [redacted] was informed by customer service to send a letter, summarizing the details of the unauthorized transactions, and was advised that she would receive an update on her claim within business daysOn the 10th business day from speaking with customer service, Ms [redacted] was reimbursed for the Wal-Mart transactionMs [redacted] called customer service on August 1st and was informed that her ACH transaction from Progressive wasn’t disputedCustomer service at that time submitted a request to our EFT (Electronic Funds Transfer) Department in efforts to dispute the unauthorized ACH transactionOn the 10th business day from August 2nd, our EFT Department concluded Ms [redacted] ’s disputes claim, and reimbursed her for the ACH Progressive transaction on the following dayOur Risk Management Team regularly reviews our cardholder’s accounts in efforts to prevent compromising activity from initiating on accounts, and to ensure that we remain compliant with regulationsOn August 17th, our Risk Management Team determined risk factors that led to the blocking of Ms [redacted] ’s accountThe account is now closed and Ms [redacted] is no longer eligible for NetSpend servicesA check for her remaining funds was mailed on August 21stNetSpend regrets the inconvenience that Ms [redacted] experienced as she waited for the resolution of her disputes claimsFurthermore, we apologize that our customer service failed to successfully dispute both transactions that Ms [redacted] advised us ofWe have taken the appropriate actions with the customer service representativeWe have also 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] concerning the fees associated with his accountUpon receiving Mr [redacted] complaint, we spoke with him on May to discuss his account feesWe provided information regarding the different fee plans that are available on his accountWe enrolled Mr [redacted] into the Fee Advantage Plan that waives the debit and signature transaction fees for a low monthly feeThe transaction fees that were incurred in May were reimbursed back to his account.We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her direct depositOn October 17, 2016, Ms [redacted] ordered a Netspend card from our websiteThe card is typically delivered within 7-business daysWe received notice of a direct deposit onto Ms [redacted] Card Account on October 26, with a settlement date of October Because the card that we mailed her had not been activated we placed a temporary hold on her deposit until we could verify her identification informationMs [redacted] contacted our Customer Service Department on October 27, and we obtained enough information to complete the initial process of verifying her identityHowever, in order to post the pending direct deposit onto an unactivated account, we needed Ms [redacted] to verify additional security questionsMs [redacted] was unable to successfully answer the additional security questions, so we requested copies of her identification documents to prevent the deposit from being returned to the originator on the settlement date of October 27, by 5:00PM (CST)We received Ms [redacted] identification documents on October 27, and were able to post her direct deposit onto her Card Account.A member of our Corporate Response Team spoke with Ms [redacted] on October 27, regarding her deposit and cardWe informed Ms [redacted] that that her direct deposit had been posted and that her card should arrive by by October Our records show that Ms [redacted] was able to activate her card on October and access her funds that same day.We apologize for the misinformation Ms [redacted] received from our Customer Service Department regarding the return of her direct depositWe have reported this incident to the management staff of the customer service agents she spoke with We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company