To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block placed on his account He’s requesting for the block to be removed in order to access his funds To 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 or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of the card packaging and at the website, [redacted] On February 25, 2016, Mr [redacted] changed the address on his account and ordered a personalized card The next day, our New Accounts Department blocked Mr [redacted] ’s account because the address he provided could not be verified as his physical address His card order was canceled and the New Accounts Department notated his account to provide the required physical address Mr [redacted] closed his account on March 1st, and he will receive a check for the remaining card balance within ten business days from that date NetSpend regrets any inconvenience that Mr [redacted] experienced as a result of the block on his card accountHe has been given my contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, October 12, 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 October 12, by way of telephoneWe informed Mr [redacted] by email on October 10, 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card he could not activate due to his Canadian address He’s requesting a refund sent to his current address or to his Father’s address On February 15, 2016, we reached out to Mr [redacted] by telephone and email Unfortunately, we have not had the opportunity to speak with him, but will address his concerns when he returns our callThe account was closed and a refund check was mailed on February 17th to the address on file Once Mr [redacted] contacts us to provide the correct address within the United States, we will assist him with receiving his refund NetSpend regrets any inconvenience that Mr [redacted] experienced with receiving the refund for his card balanceHe has been given 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: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the cards she received to her address She’s requesting information on how much she can withdraw from her account On March 1, we reached out to Ms [redacted] by telephone and email We are glad to learn she received both cards we sent to her She can have up to three active cards at a time She now has a spare in case one gets lost The delivery time for our cards is – business days This is not an expiration date NetSpend has no control over the US Postal Service deliveries When Ms [redacted] returns our call, we will discuss her card withdrawal limits Her ATM limits are $per transaction This includes the amount withdrawn, the ATM owner’s fee, and the $NetSpend fee The maximum ATM withdrawal amount per day is $ The card transactions have a limit of $per hour period from the last transactionThis limit also includes over-the-counter withdraws inside of a local bankNetSpend regrets any inconvenience that Ms [redacted] experienced with her cards and transactionsShe has been given 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] states that last month she expected two deposits from Social Security for the exact same amount but they did not post to the NetSpend accountShe wants her money to be refundedOn March 26, Ms [redacted] received a deposit to her NetSpend card / account in the amount of $One week later on April 2nd she received an additional deposit for $to the same accountShe presented the trace numbers for the expected deposits and we confirmed that they were received on the above mentioned datesWe also confirmed the last deposit with the US Treasury on April 28thWe offer a website, www.netspend.com, where our cardholders can view transaction history and depositsWe also send free text messages to our cardholders for each transaction on the accountMs [redacted] is subscribed for both free servicesNetSpend regrets any inconvenience experienced by Ms [redacted] while she looked for her depositsShe has been given our contact information should she have any additional question or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, February 04, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] a pending transaction on her account that will not be collected Ms [redacted] is requesting for the funds to be credited back immediatelyOn February 4th, 2016, we spoke with Ms [redacted] and addressed her concerns NetSpend regrets any inconvenience Ms [redacted] experienced while waiting for the funds to be placed back onto her card She has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, February 13, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her Card AccountOn February 6, 2017, Ms [redacted] attempted to activate her new Card Account Our system recognized that she had a previous negative balance and we automatically blocked the Card Account until the issue could be resolved In response to her communication, a member of our Corporate Office spoke with Ms [redacted] on February 7, and explained the blocks have been removed and her new Card Account is ready to be used We also informed her of the direct deposit activity before she activated her Card Account We have provided Ms [redacted] with our contact information should she have any additional questions or concernsThanks, [redacted] Corporate Customer Response TeamNetspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usThe Refer-a-Friend (RAF) Promotion is designed to gain new customersNetspend cardholders can refer friends from our website, mailings, and emails Anyone they refer will receive a referral code to use when setting up the account and must meet the promotion eligibility requirementsOur product also comes with a variety of fee plans in order to meet the diverse needs of our consumersAll fee plans are fully disclosed in the cardholder agreement and are visible to consumers prior to activation of their account As you requested, we addressed this matter directly with Ms [redacted] on October 10, by way of telephone, e-mail, or letterThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concerns: Thank you for forwarding Ms [redacted] complaint to usWe reviewed Ms [redacted] claim and determined that it was handled appropriatelyWe validated that Ms [redacted] card is no longer active and cannot be used for additional unauthorized transactions We completed the investigation of Ms [redacted] claim on June 30, and did not find that an error occurred We attempted to reach Ms [redacted] by phone and email on July and July but unfortunately, were unable to speak with Ms [redacted] We emailed her on July providing insight on the dispute resolutionThank 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 [redacted] Concern: Thank you for forwarding Ms [redacted] complaint to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they [redacted] share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated We attempted to reach Ms [redacted] by phone and email on July but unfortunately, were unable to speak with herWe emailed her on July outlining our actions to resolve her complaintWe permanently blocked the card offer on July 12, Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe will provide this information to Ms [redacted] as soon as we receive itThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
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 I ended up closing my account and choose not to do business with this company Regards, [redacted]
Thursday, May 11, To Whom It May Concern:Thank you for forwarding Mr [redacted] ’ complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on May 9, by way of telephoneWe also emailed him the details concerning his direct deposit postingThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
Complaint: [redacted] I am rejecting this response because: whatever third party you are talking about led me to receive a card from youThere was no explanation about what this card wasI would never have signed up for such a cardThe only way thing I wanted was to make others aware of this so they weren’t conned like I wasBut apparently that is not possibleI did what I couldI did speak to your customer service rep and told them to cancel my card and that I wanted no further advertising from your companySay what you will but it is a very unethical way to run a business Regards, [redacted]
Friday, November 6th, 2015To Whom It May Concern: We have received complaint # [redacted] filed with your office by Brenda [redacted] concerning the problems she experienced with receiving her replacement card She requests a new card immediately in order to access her funds.On October 7th, a replacement card was requested for Ms [redacted] Typically, cards can take 7-business days to be received in the mail After review, Ms [redacted] activated her card on November 3rd.Due to the delay in receiving her card, the replacement fee has been refunded back to her accountNetSpend regrets the inconvenience that Ms [redacted] experienced with receiving her replacement card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the transfer she attempted from [redacted] to her PayPal Pre-paid card She requests to have access to her funds sooner than daysOn February 2nd, we contacted Ms [redacted] by phone in order to address the customer service concerns she was referencing NetSpend manages the PayPal Prepaid Debit MasterCard The situation Ms [redacted] described in her complaint is not a PayPal Pre-paid policy We referred her to contact PayPal directlyNetSpend regrets the inconvenience Ms [redacted] experienced with recovering her funds from PayPal We have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on his account that was caused by a merchant refundOur Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn March 7, 2016, a systemic block was placed on Mr***’s account after he received a refund from a merchantIn 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 rulesOn March 8th, Mr [redacted] contacted Netspend regarding the block that had been placed on his account Our customer service requested him to send a copy of the original purchase receipt for the transaction in order to help get the block liftedMr [redacted] mentioned that there was no original purchase made, but that the refund was for winnings from a game he playedOn April 1st, our Risk Management Team removed the block on Mr***’s accountOn April 1st, I spoke with Mr [redacted] to address his full concerns and advise him that the block has been removed.NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his accountHe has my contact information should he 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] states that she disputed a transaction for a product that she never received, and has been inconvenienced with NetSpend’s disputes processShe’s requesting an immediate refundOn September 24, 2015, we spoke with Ms [redacted] concerning her disputes claim in the amount of $from the PayPal merchant HairrosyShe created a disputes claim for them through our online account center on July 29thOn September 14th, Ms [redacted] ’s disputes claim was closed by our Disputes Department with the conclusion that no error was found on the transaction disputed after PayPal sent us confirmation that the transaction was correctWhen we spoke with Ms [redacted] on September 24th, we advised her to reach out to PayPal in efforts to dispute the transaction with the merchant Hairrosy, since the product was never receivedPayPal has a separate process on handling merchant disputes, and can further assist Ms [redacted] with retrieving her funds from the merchantIn the meantime, we’re working with our Disputes Department to send Ms [redacted] the confirmation from PayPal that supported the decision of our disputes claimNetSpend regrets that we couldn’t further assist Ms [redacted] on obtaining her funds from the merchant HairrosyIf she has any further questions or concerns, she can call toll free [redacted] Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ***-***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] ***- [redacted] on January 10, 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
Complaint: [redacted] I am rejecting this response because:I was contacted by [redacted] who has informed me the investigation was reopenedThe items submitted last reply were apparently not recievedAs I mentioned to him I have informed the customer service that the charge for another room was done on the same night and the same cardApparently, now the evidence of me benifiting was invalidated through thisNow according to [redacted] I am in the process if waiting yet another days for my fundsThat would collectively be almost months for a mistake that wasn't my faultI'm still not happy but it looks like I am in a rock and a hard place with this cardholder as well as [redacted] *** Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that requires identity documents for removal She’s requesting her account to be unblocked so she can access her funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn February 10, 2016, our Fraud Prevention Team blocked Ms [redacted] account and asked for her to provide identity documents for review The documents she sent were unacceptable to remove the block We reached out to Ms [redacted] by telephone and email on February 16th and 22nd, but unfortunately, we have not had the opportunity to speak with her We provided her with a list of acceptable documents so the block can be removed We will address her concerns when she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her accountShe has my contact information should she have any further questions or concernsThank 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 block placed on his account He’s requesting for the block to be removed in order to access his funds To 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 or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of the card packaging and at the website, [redacted] On February 25, 2016, Mr [redacted] changed the address on his account and ordered a personalized card The next day, our New Accounts Department blocked Mr [redacted] ’s account because the address he provided could not be verified as his physical address His card order was canceled and the New Accounts Department notated his account to provide the required physical address Mr [redacted] closed his account on March 1st, and he will receive a check for the remaining card balance within ten business days from that date NetSpend regrets any inconvenience that Mr [redacted] experienced as a result of the block on his card accountHe has been given my contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, October 12, 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 October 12, by way of telephoneWe informed Mr [redacted] by email on October 10, 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card he could not activate due to his Canadian address He’s requesting a refund sent to his current address or to his Father’s address On February 15, 2016, we reached out to Mr [redacted] by telephone and email Unfortunately, we have not had the opportunity to speak with him, but will address his concerns when he returns our callThe account was closed and a refund check was mailed on February 17th to the address on file Once Mr [redacted] contacts us to provide the correct address within the United States, we will assist him with receiving his refund NetSpend regrets any inconvenience that Mr [redacted] experienced with receiving the refund for his card balanceHe has been given 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: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the cards she received to her address She’s requesting information on how much she can withdraw from her account On March 1, we reached out to Ms [redacted] by telephone and email We are glad to learn she received both cards we sent to her She can have up to three active cards at a time She now has a spare in case one gets lost The delivery time for our cards is – business days This is not an expiration date NetSpend has no control over the US Postal Service deliveries When Ms [redacted] returns our call, we will discuss her card withdrawal limits Her ATM limits are $per transaction This includes the amount withdrawn, the ATM owner’s fee, and the $NetSpend fee The maximum ATM withdrawal amount per day is $ The card transactions have a limit of $per hour period from the last transactionThis limit also includes over-the-counter withdraws inside of a local bankNetSpend regrets any inconvenience that Ms [redacted] experienced with her cards and transactionsShe has been given 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] states that last month she expected two deposits from Social Security for the exact same amount but they did not post to the NetSpend accountShe wants her money to be refundedOn March 26, Ms [redacted] received a deposit to her NetSpend card / account in the amount of $One week later on April 2nd she received an additional deposit for $to the same accountShe presented the trace numbers for the expected deposits and we confirmed that they were received on the above mentioned datesWe also confirmed the last deposit with the US Treasury on April 28thWe offer a website, www.netspend.com, where our cardholders can view transaction history and depositsWe also send free text messages to our cardholders for each transaction on the accountMs [redacted] is subscribed for both free servicesNetSpend regrets any inconvenience experienced by Ms [redacted] while she looked for her depositsShe has been given our contact information should she have any additional question or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, February 04, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] a pending transaction on her account that will not be collected Ms [redacted] is requesting for the funds to be credited back immediatelyOn February 4th, 2016, we spoke with Ms [redacted] and addressed her concerns NetSpend regrets any inconvenience Ms [redacted] experienced while waiting for the funds to be placed back onto her card She has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, February 13, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her Card AccountOn February 6, 2017, Ms [redacted] attempted to activate her new Card Account Our system recognized that she had a previous negative balance and we automatically blocked the Card Account until the issue could be resolved In response to her communication, a member of our Corporate Office spoke with Ms [redacted] on February 7, and explained the blocks have been removed and her new Card Account is ready to be used We also informed her of the direct deposit activity before she activated her Card Account We have provided Ms [redacted] with our contact information should she have any additional questions or concernsThanks, [redacted] Corporate Customer Response TeamNetspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usThe Refer-a-Friend (RAF) Promotion is designed to gain new customersNetspend cardholders can refer friends from our website, mailings, and emails Anyone they refer will receive a referral code to use when setting up the account and must meet the promotion eligibility requirementsOur product also comes with a variety of fee plans in order to meet the diverse needs of our consumersAll fee plans are fully disclosed in the cardholder agreement and are visible to consumers prior to activation of their account As you requested, we addressed this matter directly with Ms [redacted] on October 10, by way of telephone, e-mail, or letterThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concerns: Thank you for forwarding Ms [redacted] complaint to usWe reviewed Ms [redacted] claim and determined that it was handled appropriatelyWe validated that Ms [redacted] card is no longer active and cannot be used for additional unauthorized transactions We completed the investigation of Ms [redacted] claim on June 30, and did not find that an error occurred We attempted to reach Ms [redacted] by phone and email on July and July but unfortunately, were unable to speak with Ms [redacted] We emailed her on July providing insight on the dispute resolutionThank 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 [redacted] Concern: Thank you for forwarding Ms [redacted] complaint to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they [redacted] share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated We attempted to reach Ms [redacted] by phone and email on July but unfortunately, were unable to speak with herWe emailed her on July outlining our actions to resolve her complaintWe permanently blocked the card offer on July 12, Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe will provide this information to Ms [redacted] as soon as we receive itThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
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 I ended up closing my account and choose not to do business with this company Regards, [redacted]
Thursday, May 11, To Whom It May Concern:Thank you for forwarding Mr [redacted] ’ complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on May 9, by way of telephoneWe also emailed him the details concerning his direct deposit postingThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
Complaint: [redacted] I am rejecting this response because: whatever third party you are talking about led me to receive a card from youThere was no explanation about what this card wasI would never have signed up for such a cardThe only way thing I wanted was to make others aware of this so they weren’t conned like I wasBut apparently that is not possibleI did what I couldI did speak to your customer service rep and told them to cancel my card and that I wanted no further advertising from your companySay what you will but it is a very unethical way to run a business Regards, [redacted]
Friday, November 6th, 2015To Whom It May Concern: We have received complaint # [redacted] filed with your office by Brenda [redacted] concerning the problems she experienced with receiving her replacement card She requests a new card immediately in order to access her funds.On October 7th, a replacement card was requested for Ms [redacted] Typically, cards can take 7-business days to be received in the mail After review, Ms [redacted] activated her card on November 3rd.Due to the delay in receiving her card, the replacement fee has been refunded back to her accountNetSpend regrets the inconvenience that Ms [redacted] experienced with receiving her replacement card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the transfer she attempted from [redacted] to her PayPal Pre-paid card She requests to have access to her funds sooner than daysOn February 2nd, we contacted Ms [redacted] by phone in order to address the customer service concerns she was referencing NetSpend manages the PayPal Prepaid Debit MasterCard The situation Ms [redacted] described in her complaint is not a PayPal Pre-paid policy We referred her to contact PayPal directlyNetSpend regrets the inconvenience Ms [redacted] experienced with recovering her funds from PayPal We have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on his account that was caused by a merchant refundOur Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn March 7, 2016, a systemic block was placed on Mr***’s account after he received a refund from a merchantIn 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 rulesOn March 8th, Mr [redacted] contacted Netspend regarding the block that had been placed on his account Our customer service requested him to send a copy of the original purchase receipt for the transaction in order to help get the block liftedMr [redacted] mentioned that there was no original purchase made, but that the refund was for winnings from a game he playedOn April 1st, our Risk Management Team removed the block on Mr***’s accountOn April 1st, I spoke with Mr [redacted] to address his full concerns and advise him that the block has been removed.NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his accountHe has my contact information should he 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] states that she disputed a transaction for a product that she never received, and has been inconvenienced with NetSpend’s disputes processShe’s requesting an immediate refundOn September 24, 2015, we spoke with Ms [redacted] concerning her disputes claim in the amount of $from the PayPal merchant HairrosyShe created a disputes claim for them through our online account center on July 29thOn September 14th, Ms [redacted] ’s disputes claim was closed by our Disputes Department with the conclusion that no error was found on the transaction disputed after PayPal sent us confirmation that the transaction was correctWhen we spoke with Ms [redacted] on September 24th, we advised her to reach out to PayPal in efforts to dispute the transaction with the merchant Hairrosy, since the product was never receivedPayPal has a separate process on handling merchant disputes, and can further assist Ms [redacted] with retrieving her funds from the merchantIn the meantime, we’re working with our Disputes Department to send Ms [redacted] the confirmation from PayPal that supported the decision of our disputes claimNetSpend regrets that we couldn’t further assist Ms [redacted] on obtaining her funds from the merchant HairrosyIf she has any further questions or concerns, she can call toll free [redacted] Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ***-***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] ***- [redacted] on January 10, 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
Complaint: [redacted] I am rejecting this response because:I was contacted by [redacted] who has informed me the investigation was reopenedThe items submitted last reply were apparently not recievedAs I mentioned to him I have informed the customer service that the charge for another room was done on the same night and the same cardApparently, now the evidence of me benifiting was invalidated through thisNow according to [redacted] I am in the process if waiting yet another days for my fundsThat would collectively be almost months for a mistake that wasn't my faultI'm still not happy but it looks like I am in a rock and a hard place with this cardholder as well as [redacted] *** Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that requires identity documents for removal She’s requesting her account to be unblocked so she can access her funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn February 10, 2016, our Fraud Prevention Team blocked Ms [redacted] account and asked for her to provide identity documents for review The documents she sent were unacceptable to remove the block We reached out to Ms [redacted] by telephone and email on February 16th and 22nd, but unfortunately, we have not had the opportunity to speak with her We provided her with a list of acceptable documents so the block can be removed We will address her concerns when she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her accountShe has my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company