To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] *** [redacted] states that she received a check with her name misspelled and she could not cash itShe wants her money sent to herOn April 9, 2015, we mailed a check to [redacted] ***We apologize that the name on that check was misspelledOur accounting group voided the old check and we are reissuing a check under the correct nameIt will be mailed to her on May 22ndNetSpend regrets the inconvenience [redacted] experienced with the refund checkShe has been given my contact information should she has any questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, May 29, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card purchased at the retail store automatically connected to her son’s PayPal card She wants a refund and compensation for late fees On May 29, 2015, we attempted to reach Ms [redacted] by telephone and email No account was located matching her name, address, email or telephone number When she contacts us, we will be able to give her any information we have concerning her card and balances Ms [redacted] has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My issue has been resolved by the companyThank you for contacting them Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On February 22, 2017, Ms [redacted] reported her card lost/ or stolen through her online account center On February 23, Ms [redacted] contacted our Customer Service Department to report unauthorized transactions that posted on her Card Account We promptly opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E A member from our Corporate Office reached out to Ms [redacted] on February27, and explained the dispute process We also informed Ms [redacted] that her dispute claim is scheduled for an update regarding the investigation on March A letter detailing the results of our investigation will be mailed to Ms [redacted] within business days We understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure product 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 provided Ms [redacted] with our contact information should she have any additional concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: Revdex.com # [redacted] 12/10/15Rejecting netspend decision on my disputed claims for unauthorized transaction on my accountSo netspend refunding the credit for their mistake of not keeping my money save in there system.Please note that the letters to me and to reply to claims Both don’t show or high there decision for refundAnd all so on 12/I call netspend on there decision not to refund moneySo at that time I requested detail information on their decision and how they were able to place me in two different city in soCalifornia .and to give me a copy on the time of each transactions, so I can see the the time frame on disputed transaction and my transaction I made on those daysOn 12/I received cardholder dispute notification on both claimsWish proof or support or identify their final dictionNothing just if any question call Custer service and I have been calling and leaving messages with [redacted] from netspend corporate Custer response teamRegarding copies of their files with details to proof and show or support anything that they have even work the case.Also there / bill campbell statement regarding dates on claims received forgot to add my hand write statement of dispute and with any paperworkThat netspend received on 11/Wish identify each disputed transactions and the total amount with all other bank feesHand writes and dated with signaler .they I email netspendWish show the error of netspend not questioning the dispute transitions and amountWish show a big discipensceI received NO commotion on thisAnd pls note, I wasn’t a wear on errors on with transaction made on their dispute listOn deadline for update, that time I was shocked on the claimAnd that’s how the second claim in play.So as of today, I haven’t received any reply or paperwork on details requestedTo support netspendAlso in commutation with [redacted] Corporate Customer Response TeamWho has advised me that netspend is re-investigating my claimsBut who really knowsI have requested that the investager whom handling im claim would be in connect with meHasn’t netspend made money off me to give me, at less bit of good custom service for having my account with them?So I hope Revdex.com corpcan see the stone walling mythsThat netspend jumps on to use Not sure why but I was a victim of identity theft that has broke my family and I weeks before this holiday seasonIt’s so sad to see netspend to respond in this wayAt less investigate the claim thoroughly [redacted] ***
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountWe appreciate Ms [redacted] for giving us the opportunity to review her account statementWe’ve found that the statement she provided is for May The credits we applied to her account were posted on June 2, 2016, and therefore are not reflected in the May statementUpon receiving Ms [redacted] additional comments, we emailed her the account history for June so she could view the credits that were applied to her account after the conclusion of her dispute claimWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:They are requiring that I scan my license to them, I don't trust that they will protect my information I don't feel safe On the outside packet of the debit card it says we will ask you for the information, not scan us your drivers license and social security card The things that they are now requesting is not clearly stated on the outside of the package where the consumer can see I have provided them with name, address and social security number the location the card was purchased and I am just getting the run around I asked for a check to be mailed to [redacted] and they sending it to another address, everything is just a constant hassle.This is unacceptable Tell the consumer this up front, so they can save themselves the hassle and inconvenience The representative keep saying they are in compliance, if you are not telling the consumer this information in detail up front then no you are not in compliance.You are keeping my $then no you are not in compliance I didn't give it as a donation, I gave it to pay my bill, for my use Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her account history.On May 12, 2016, Ms [redacted] contacted us to request her May account historyThe following day, we mailed the account history statement to her address on file.On May 19, 2016, we spoke with Ms [redacted] and explained that her account history was mailed to her addressPer her request, we emailed her May account history statementWe apologize that Ms [redacted] did not receive her account history in a timely mannerWe have notified the management staff of the customer service agent that she spoke with to prevent incidents like this in the futureWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was not able to activate the card due to a past account where she was a secondary cardholderShe wants the money refunded from the new cardOn June 25, 2015, Ms*** attempted to activate the new cardThe information entered automatically blocked the account due to a past account where she was listed as a secondary cardholderThis account was left with a negative balance for more than daysOur Recoveries Department reviewed her new account and removed the blockWe contacted her on July 6th to inform her that the card still needs to be activatedMs [redacted] called later in the day and activated the card for use as conditionally approvedTo get the card fully activated, she will need to submit identity documents for manual approvalNetSpend regrets the inconvenience that Ms [redacted] experienced while trying to activate her cardWe have provided her 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 closure of his accountDuring routine monitoring, our Compliance Team closed Mr [redacted] account on June 20, 2016, because we identified risk factors associated with his account activityThese risk factors are not shared with consumers for security reasons, and as a result, Mr [redacted] is no longer eligible for NetSpend managed productsA check for his remaining account balance will be mailed to Mr [redacted] addressHe should receive the refund check within ten business daysOn June 21, we reached out to Mr***, but unfortunately, we have not had the opportunity to speak with himWe emailed him information about the account closure and refund checkWe 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 a transaction on his PayPal Prepaid MasterCard On February 28, 2016, the merchant Macy’s East authorized a transaction of $on Mr***’ card Since the transaction was never collected by Macy’s East, the pending authorization was released on March 7th, adding the $back to Mr***’ account The release of a pending transaction is not a void or cancellation from the merchant On March 22nd, Macy’s East collected on the original authorization, causing Mr***’ account to go negative We reached out to Mr [redacted] on April 7th and 11th, but unfortunately, we have not had the opportunity to speak with him We have provided Mr [redacted] with our contact information and will assist him further when he returns our call Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on July 5, by way of telephone Our records show we received Mr***’ check returned back to us as undeliverable We confirmed we have his address correct and on July 05, mailed him a new refund check If the funds are not received by July 19, we request that Mr [redacted] contact us directlyThank 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
Complaint: [redacted] I am rejecting this response because: When I filed a previous dispute in March for $that they took from my account using a closed card, I was told that the Merchant was being Blocked from doing it againBut as you can see, it has happened againIt is not my fault that Netspend did not do their part and obviously did not block the vendorI will be contacting the Attorney General in their state and file a formal complaintI want my funds refunded immediately!!! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Hello,I have spoken to a representative from netspend and the issue still hasn't been resolvedThey keep telling me the us treasury has received the fundsI put him on a conference call with the us treasury and they confirmed with him they had not received anything from themHis name is [redacted] and he can be reached directly at [redacted] The check number to refer to is [redacted] They also still have my old address on file which is [redacted] ***They won't even confirm with me the address they sent the check to saying that's information they don't have to provideI never initiated claims of identity theftThey closed my account without my knowledge and told me I was a victim of identity theft which is why all of this is happening.Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions that her account was blocked due to a merchant refund, and was asked to provide the original purchase receiptsShe’s requesting 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 Ms***’s account on August 26, Direct TV credited her card $228.83, but there was no corresponding debit on her accountOur Risk Management Team blocked the account and requested proof of the original purchase receiptOur Risk Management Department reviewed the document and removed the account block on September 2ndNetSpend regrets the inconvenience that Ms [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 her grandfather’s accountOn June 16, 2016, we reached out to MsGonzalez, but unfortunately, we have not had the opportunity to speak with herSince Ms [redacted] did not provide her grandfather’s name, we requested additional information by email so we can locate the account she referenced in her complaintWe apologize for the service that Ms [redacted] and her grandfather experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents they spoke with.Ms [redacted] has been provided 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 a pending transaction on her Card Account Our records show that on March 15, we received an authorization request from Target.com for $ The credit transaction also included a $fee in accordance with the fee plan on Ms [redacted] ’s Card Account She contacted our Customer Service on March 19, through her online account center secure email to inform us the transaction had been cancelled We requested Ms [redacted] to provide us with documentation from the merchant that would confirm they do not intend on collecting the funds, in order to release the funds back into her available balance If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchantThis requested confirmation is for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member from our Corporate Office spoke with Ms [redacted] on March 21, and she explained that she sent the cancelled receipt and account statement showing the merchant would not collect the funds As a courtesy, we released the pending transaction back to her available Card Account balance We emailed her information about the released transaction and advised that our release is not a stop payment or cancellation of the original charge If the merchant collects at a later date, Ms [redacted] will have to dispute the transaction in order to recoup the funds We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Friday, October 30, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block that was placed on her new card that she purchased at ACE She’s requesting to activate the new card and close all other accounts Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] ’ accounts on October 26, She is no longer eligible for NetSpend services due to the risk factors that were identified On October 30, 2015, we spoke with Ms [redacted] and explained the activity on her previous ACE card from She is going back to the ACE store to void her most recent card purchase We regret any inconvenience Ms [redacted] has experienced with the blocking of her new card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend, a TSYS Company
Thursday, April 27, 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 April 20, by way of telephone and e-mailThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernMr [redacted] has been provided with our direct contact information should he have any additional questions concerning this matterThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because the when I called initially, the report was not treated as an emergency They knew that by the time I would send the documents over it would have been too late How would I have the card numbers then? I understand that at that point these cards were not under my name but I reported to them that that is a fraud account in that persons name and I am the real person who possessed ownership of these cards This explanation given the emergency circumstances should have been enough to st least take some sort of action regarding those fraud accounts instead of waiting until I sent them documentation They explained to me that documentation was required first to identify that it was actually my account who possessed these cards before they could do anything Me reading the card numbers and reporting this fraud emergency was not enough I could've even read the card numbers on the back since the cards were in my possession Why is the enough just to read card numbers including the numbers on the back for the scammer, but not for the company If th at all it took for the scammer, then technically that is all it should take for the company But instead, they requested all this other documentation before anything could even be looked at That is not right, and if I had the information on the cards then that should have been enough to address my concern Instead, they just refused to address it until I sent I'm those documentx and that is not right This system is not secure and I will never use prepaid debit cards if this information is enough to use for a scammer (card numbers and numbers on the back) but not the company These accounts were not cleaned out when I made this phone call and I would like some compensation I spent hours trying to reach a representative, they kept hanging up or putting me on hold I spent the whole day From what I understood somethong could have been done if those accounts were not yet wiped out, which they were not at the time that I called, but not without this extra documentation which is not right in a case of an emergency Regards, [redacted] l [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] *** [redacted] states that she received a check with her name misspelled and she could not cash itShe wants her money sent to herOn April 9, 2015, we mailed a check to [redacted] ***We apologize that the name on that check was misspelledOur accounting group voided the old check and we are reissuing a check under the correct nameIt will be mailed to her on May 22ndNetSpend regrets the inconvenience [redacted] experienced with the refund checkShe has been given my contact information should she has any questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, May 29, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card purchased at the retail store automatically connected to her son’s PayPal card She wants a refund and compensation for late fees On May 29, 2015, we attempted to reach Ms [redacted] by telephone and email No account was located matching her name, address, email or telephone number When she contacts us, we will be able to give her any information we have concerning her card and balances Ms [redacted] has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My issue has been resolved by the companyThank you for contacting them Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On February 22, 2017, Ms [redacted] reported her card lost/ or stolen through her online account center On February 23, Ms [redacted] contacted our Customer Service Department to report unauthorized transactions that posted on her Card Account We promptly opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E A member from our Corporate Office reached out to Ms [redacted] on February27, and explained the dispute process We also informed Ms [redacted] that her dispute claim is scheduled for an update regarding the investigation on March A letter detailing the results of our investigation will be mailed to Ms [redacted] within business days We understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure product 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 provided Ms [redacted] with our contact information should she have any additional concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: Revdex.com # [redacted] 12/10/15Rejecting netspend decision on my disputed claims for unauthorized transaction on my accountSo netspend refunding the credit for their mistake of not keeping my money save in there system.Please note that the letters to me and to reply to claims Both don’t show or high there decision for refundAnd all so on 12/I call netspend on there decision not to refund moneySo at that time I requested detail information on their decision and how they were able to place me in two different city in soCalifornia .and to give me a copy on the time of each transactions, so I can see the the time frame on disputed transaction and my transaction I made on those daysOn 12/I received cardholder dispute notification on both claimsWish proof or support or identify their final dictionNothing just if any question call Custer service and I have been calling and leaving messages with [redacted] from netspend corporate Custer response teamRegarding copies of their files with details to proof and show or support anything that they have even work the case.Also there / bill campbell statement regarding dates on claims received forgot to add my hand write statement of dispute and with any paperworkThat netspend received on 11/Wish identify each disputed transactions and the total amount with all other bank feesHand writes and dated with signaler .they I email netspendWish show the error of netspend not questioning the dispute transitions and amountWish show a big discipensceI received NO commotion on thisAnd pls note, I wasn’t a wear on errors on with transaction made on their dispute listOn deadline for update, that time I was shocked on the claimAnd that’s how the second claim in play.So as of today, I haven’t received any reply or paperwork on details requestedTo support netspendAlso in commutation with [redacted] Corporate Customer Response TeamWho has advised me that netspend is re-investigating my claimsBut who really knowsI have requested that the investager whom handling im claim would be in connect with meHasn’t netspend made money off me to give me, at less bit of good custom service for having my account with them?So I hope Revdex.com corpcan see the stone walling mythsThat netspend jumps on to use Not sure why but I was a victim of identity theft that has broke my family and I weeks before this holiday seasonIt’s so sad to see netspend to respond in this wayAt less investigate the claim thoroughly [redacted] ***
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountWe appreciate Ms [redacted] for giving us the opportunity to review her account statementWe’ve found that the statement she provided is for May The credits we applied to her account were posted on June 2, 2016, and therefore are not reflected in the May statementUpon receiving Ms [redacted] additional comments, we emailed her the account history for June so she could view the credits that were applied to her account after the conclusion of her dispute claimWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:They are requiring that I scan my license to them, I don't trust that they will protect my information I don't feel safe On the outside packet of the debit card it says we will ask you for the information, not scan us your drivers license and social security card The things that they are now requesting is not clearly stated on the outside of the package where the consumer can see I have provided them with name, address and social security number the location the card was purchased and I am just getting the run around I asked for a check to be mailed to [redacted] and they sending it to another address, everything is just a constant hassle.This is unacceptable Tell the consumer this up front, so they can save themselves the hassle and inconvenience The representative keep saying they are in compliance, if you are not telling the consumer this information in detail up front then no you are not in compliance.You are keeping my $then no you are not in compliance I didn't give it as a donation, I gave it to pay my bill, for my use Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her account history.On May 12, 2016, Ms [redacted] contacted us to request her May account historyThe following day, we mailed the account history statement to her address on file.On May 19, 2016, we spoke with Ms [redacted] and explained that her account history was mailed to her addressPer her request, we emailed her May account history statementWe apologize that Ms [redacted] did not receive her account history in a timely mannerWe have notified the management staff of the customer service agent that she spoke with to prevent incidents like this in the futureWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was not able to activate the card due to a past account where she was a secondary cardholderShe wants the money refunded from the new cardOn June 25, 2015, Ms*** attempted to activate the new cardThe information entered automatically blocked the account due to a past account where she was listed as a secondary cardholderThis account was left with a negative balance for more than daysOur Recoveries Department reviewed her new account and removed the blockWe contacted her on July 6th to inform her that the card still needs to be activatedMs [redacted] called later in the day and activated the card for use as conditionally approvedTo get the card fully activated, she will need to submit identity documents for manual approvalNetSpend regrets the inconvenience that Ms [redacted] experienced while trying to activate her cardWe have provided her 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 closure of his accountDuring routine monitoring, our Compliance Team closed Mr [redacted] account on June 20, 2016, because we identified risk factors associated with his account activityThese risk factors are not shared with consumers for security reasons, and as a result, Mr [redacted] is no longer eligible for NetSpend managed productsA check for his remaining account balance will be mailed to Mr [redacted] addressHe should receive the refund check within ten business daysOn June 21, we reached out to Mr***, but unfortunately, we have not had the opportunity to speak with himWe emailed him information about the account closure and refund checkWe 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 a transaction on his PayPal Prepaid MasterCard On February 28, 2016, the merchant Macy’s East authorized a transaction of $on Mr***’ card Since the transaction was never collected by Macy’s East, the pending authorization was released on March 7th, adding the $back to Mr***’ account The release of a pending transaction is not a void or cancellation from the merchant On March 22nd, Macy’s East collected on the original authorization, causing Mr***’ account to go negative We reached out to Mr [redacted] on April 7th and 11th, but unfortunately, we have not had the opportunity to speak with him We have provided Mr [redacted] with our contact information and will assist him further when he returns our call Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on July 5, by way of telephone Our records show we received Mr***’ check returned back to us as undeliverable We confirmed we have his address correct and on July 05, mailed him a new refund check If the funds are not received by July 19, we request that Mr [redacted] contact us directlyThank 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
Complaint: [redacted] I am rejecting this response because: When I filed a previous dispute in March for $that they took from my account using a closed card, I was told that the Merchant was being Blocked from doing it againBut as you can see, it has happened againIt is not my fault that Netspend did not do their part and obviously did not block the vendorI will be contacting the Attorney General in their state and file a formal complaintI want my funds refunded immediately!!! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Hello,I have spoken to a representative from netspend and the issue still hasn't been resolvedThey keep telling me the us treasury has received the fundsI put him on a conference call with the us treasury and they confirmed with him they had not received anything from themHis name is [redacted] and he can be reached directly at [redacted] The check number to refer to is [redacted] They also still have my old address on file which is [redacted] ***They won't even confirm with me the address they sent the check to saying that's information they don't have to provideI never initiated claims of identity theftThey closed my account without my knowledge and told me I was a victim of identity theft which is why all of this is happening.Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions that her account was blocked due to a merchant refund, and was asked to provide the original purchase receiptsShe’s requesting 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 Ms***’s account on August 26, Direct TV credited her card $228.83, but there was no corresponding debit on her accountOur Risk Management Team blocked the account and requested proof of the original purchase receiptOur Risk Management Department reviewed the document and removed the account block on September 2ndNetSpend regrets the inconvenience that Ms [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 her grandfather’s accountOn June 16, 2016, we reached out to MsGonzalez, but unfortunately, we have not had the opportunity to speak with herSince Ms [redacted] did not provide her grandfather’s name, we requested additional information by email so we can locate the account she referenced in her complaintWe apologize for the service that Ms [redacted] and her grandfather experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents they spoke with.Ms [redacted] has been provided 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 a pending transaction on her Card Account Our records show that on March 15, we received an authorization request from Target.com for $ The credit transaction also included a $fee in accordance with the fee plan on Ms [redacted] ’s Card Account She contacted our Customer Service on March 19, through her online account center secure email to inform us the transaction had been cancelled We requested Ms [redacted] to provide us with documentation from the merchant that would confirm they do not intend on collecting the funds, in order to release the funds back into her available balance If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchantThis requested confirmation is for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member from our Corporate Office spoke with Ms [redacted] on March 21, and she explained that she sent the cancelled receipt and account statement showing the merchant would not collect the funds As a courtesy, we released the pending transaction back to her available Card Account balance We emailed her information about the released transaction and advised that our release is not a stop payment or cancellation of the original charge If the merchant collects at a later date, Ms [redacted] will have to dispute the transaction in order to recoup the funds We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Friday, October 30, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block that was placed on her new card that she purchased at ACE She’s requesting to activate the new card and close all other accounts Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] ’ accounts on October 26, She is no longer eligible for NetSpend services due to the risk factors that were identified On October 30, 2015, we spoke with Ms [redacted] and explained the activity on her previous ACE card from She is going back to the ACE store to void her most recent card purchase We regret any inconvenience Ms [redacted] has experienced with the blocking of her new card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend, a TSYS Company
Thursday, April 27, 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 April 20, by way of telephone and e-mailThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernMr [redacted] has been provided with our direct contact information should he have any additional questions concerning this matterThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because the when I called initially, the report was not treated as an emergency They knew that by the time I would send the documents over it would have been too late How would I have the card numbers then? I understand that at that point these cards were not under my name but I reported to them that that is a fraud account in that persons name and I am the real person who possessed ownership of these cards This explanation given the emergency circumstances should have been enough to st least take some sort of action regarding those fraud accounts instead of waiting until I sent them documentation They explained to me that documentation was required first to identify that it was actually my account who possessed these cards before they could do anything Me reading the card numbers and reporting this fraud emergency was not enough I could've even read the card numbers on the back since the cards were in my possession Why is the enough just to read card numbers including the numbers on the back for the scammer, but not for the company If th at all it took for the scammer, then technically that is all it should take for the company But instead, they requested all this other documentation before anything could even be looked at That is not right, and if I had the information on the cards then that should have been enough to address my concern Instead, they just refused to address it until I sent I'm those documentx and that is not right This system is not secure and I will never use prepaid debit cards if this information is enough to use for a scammer (card numbers and numbers on the back) but not the company These accounts were not cleaned out when I made this phone call and I would like some compensation I spent hours trying to reach a representative, they kept hanging up or putting me on hold I spent the whole day From what I understood somethong could have been done if those accounts were not yet wiped out, which they were not at the time that I called, but not without this extra documentation which is not right in a case of an emergency Regards, [redacted] l [redacted]