Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of NetSpend Corporation?

If yes, click here to login.

Are you...?

BBB Accredited Business since

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers prepaid debit cards, as well as gift cards.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that NetSpend Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Find a Location

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for NetSpend Corporation include:

  • 2480 complaint(s) filed against business

Factors that raised the rating for NetSpend Corporation include:

  • Length of time business has been operating
  • Response to 2480 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

2484 complaints closed with BBB in last 3 years | 1060 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 245
Billing/Collection Issues 569
Delivery Issues 181
Guarantee/Warranty Issues 17
Problems with Product/Service 1472
Total Closed Complaints 2484

Customer Reviews Summary Read customer reviews

43 Customer Reviews on NetSpend Corporation
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 1
Negative Experience 38
Total Customer Reviews 43

Additional Information

top
BBB file opened: June 13, 2002 Business started: 02/22/1999 Business started locally: 02/22/1999 Business incorporated: 01/01/1999 in TX
Type of Entity

Corporation

Business Management
Mr. Chuck Harris, President Mr. Dan Henry, CEO Mr. Russ Metcalf, Vice President Customer Service Anh Vazquez, Executive Vice President Mr. Bill Campbell, Customer Advocate III Mr. Russ Metcalf, VP of Customer Servi
Contact Information
Customer Contact: Mr. Bill Campbell, Customer Advocate III
Principal: Mr. Chuck Harris, President
Principal: Mr. Dan Henry, CEO
Principal: Mr. Russ Metcalf, Vice President Customer Service
Principal: Anh Vazquez, Executive Vice President
Business Category

Prepaid Debit/Credit Cards

Alternate Business Names
ACE Elite Prepaid Card Advanced America Prepaid Card All-Access Student Prepaid Axcess Financial Prepaid Card Brink's Money Card Control Prepaid MasterCard National Cash Advance Prepaid Card NetSpend Premier Prepaid Visa and MasterCard NetSpend Prepaid Visa and MasterCard PayPal Prepaid Card PayPal Prepaid MasterCard Purpose Prepaid Visa Card Skylight Financial Skylight One Skylight Paycard Skylight Prepaid Visa

Customer Review Rating plus BBB Rating Summary

NetSpend Corporation has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • PO Box 2136

    Austin, TX 78768 (866) 387-7363

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 467428

    Atlanta, GA 31146

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 467429

    Atlanta, GA 31146

  • THIS LOCATION IS NOT BBB ACCREDITED

    1626 Missouri Ave N

    Largo, FL 33770

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (855) 627-4657(Phone)
  • (866) 226-1551(Phone)
  • (866) 753-6324(Phone)
  • (866) 753-6440(Phone)
  • (877) 266-9562(Phone)
  • (877) 402-5823(Phone)
  • (877) 562-2235(Phone)
  • (877) 814-7679(Phone)
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Stress and lost of money for bills and food

Desired Settlement: What my car rental deposit that is pending credit back to my account. Right now. Rented a car. Returned the car. Talk to foreign idiot that claim he credit it back to my account after talking to him over 45 min. He lied he did not refund my account . Talk to some one later thar night and they refuse to do it . When I dud a rental 28 days ago and the credit it back then. This company us SO BAD. I have problem with them and my money all the time . Please help me get my 288.49 back

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mrs. ******* mentions waiting on a pending car rental deposit to credit back to her account.

On January 13, 2015 Cut Rate Rent A Car charged Mrs. *******’s card two separate times. One charge was for $144.99 and another for $288.49. Later that day the merchant collected on the first transaction, but the $288.49 remained pending for the merchant to collect. We released the pending transaction back to her account on January 16th. We explained that our release of the transaction is not a void or cancel of the original charge. If the merchant collects on the $288.49 transaction, Mrs. ******* will have to initiate a dispute against the charge if unauthorized.

NetSpend regrets any inconvenience Mrs. ******* experienced while waiting for the pending transaction to be released. She has been given our contact information should she have any additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: NetSpend has $665.41 pending for Quality Inn o my account. I have been staying at the hotel since November and know what they charge and I get the receipts. I know the owner of the hotel and they state they did not request the charge of $665.41 but they have bent over backwards sending all the requested information over to NetSpend that they requested. There have been over 25 faxes and 60 emails to NetSpend since Saturday 1/10/15 to get answers and to release the funds back into my account. I have asked to speak to a supervisor mulitple times and was put on hold for over 30 minutes an ended up hanging up. I was even hung up on by their CSR. I asked to speak to someone who receives the faxes and emails but they say they can't give that information out. Also each time I call they charge .50 for each call. NetSpend states they are not receiving some of the faxes but yet I have all the confirmations of all the faxes that have gone through. I have the right fax number as it is the same one I used on the faxes they did receive. This is a fraudlant company who for some reason will not work with the customer on getting their funds back. I live from paycheck to paycheck and that money is all I have. I take care of my 87 year old mom and granddaughter and need this money to support them and pay for room and board. Looking through all the complaints on the BBB site I am so suprised that this company is still in business. I don't know what else to do to get my money back as they keep saying they need mre information from the hotel and I have seen every fax that was sent by the hotel with exactly all the requested information from NetSpend. Something has to happen as $665.41 is alot of money and it is MY money that I work hard for to support m y family. I ask that the BBB please get this situation rectified for me and also do something about NetSpend. As I stated looking at all the complaints towards NetSpend I don't want someone else going through what I am going through right now. This is a terrible situation for someone to be in. Please I need answers and would also like my money back ASAP... Once I get my money back I will be closing the account down and will be a little wiser when it comes to companies like NetSpend. I am also going to get the Attorney General involved as this company obviously is frauduately charging and keeping peoples hard earned money.

Desired Settlement: My money returned ASAP! All $665.41

Business Response:

To Whom It May Concern:
 
We received a complaint # 10401719 filed with your office by ******* *********. She states that NetSpend is withholding funds from an errant charge that a hotel, Quality Inn, did not authorize. Ms. ********* is also stating that she is trying to remedy the situation but finding it very difficult.
 
NetSpend regrets to hear that Ms. ********* has experienced unsatisfactory service on behalf of the company.
 
Today, December 16th, I was able to speak directly to the hotel to confirm they would not be charging Ms. ********* for the transaction that took place on January 3rd for $665.41. After our conversation I contacted Ms. *********. 
 
At this time, she has full access to her funds. She was thankful for the assistance.
 
 
Thank you,

****** ******

Customer Response Team Analyst

NetSpend Corporation

1/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I've tried several times to activate my account with netspend via online and over the telephone. Unfortunely, I have not been successful. I do not have acess to my funds placed on the prepaid card. Please note when I contact the netspend they are asking me for my date of birth, social security number, address and email.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by *** ********. Ms. ******** mentions she was not able to access the funds she loaded to her NetSpend card and was asked to provide her date of birth and social security number.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

On January 12, 2015 Ms. ******** provided information that did not verify while attempting to activate her card. We required documents to manually activate the card, SSN, state issued photo ID, and proof of address. We spoke to Ms. ******** on January 15, 2015 and provided her with options to obtain access to her funds.

NetSpend regrets any inconvenience that Ms. ******** experienced while activating her card. Should she have any additional questions or concerns, she can contact us at ###-###-####.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I could not find the correct nature of complaint but this pertains to the problem as well. After over A MONTH of calling and emailing Netspend regarding unauthorized transactions I have not been able to get my funds. I keep getting the same answer HOW SORRY THEY ARE, but nothing gets resolved. I had two transferred put into my account for aprox. $970.00 or so and have NEVER been able to use my account. My card was stolen, I couldn't dispute online because a restriction was already placed on account without notification. After speaking to someone they said they processed the dispute for the unauthorized charges, and emailed me instructions to send a letter with description of unauthorized transactions, emailed me a temporary password, and restriction was to be removed so that I could see all transactions I needed to report. NO RESOLUTION, after several many emails and phone call still unable to access account information. I sent them copies of my California ID Card, SS CARD, and document showing address put that wasn't enough. Now I'm told that the account has been closed and there was nothing they could do about it. I know it's ILLEGAL for the company to detain my funds and not issue me a refund that would be conversion. I have attempted to resolve this issue so many times, too many dates to list.... Customers Service is not help, customers should be directed to the right department for resolution. Get better, more experienced and knowledgeable employees. After reading all the complaints they have on file, I could see I am not the only one

Desired Settlement: I want my funds back ASAP.....

Business Response: Friday, January 2nd, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *********.  He states that his account was closed and he has not received any assistance with his dispute.

On December 15th, our Risk Department blocked Mr. *********’s account for verification purposes.  We received his identification documents on December 18th, but they were not acceptable.   Based on the documents received, the decision was made to close Mr. *********’s account.

Mr. ********* contacted us to open a dispute on the unauthorized transactions made on his account on December 18th.   A dispute claim was opened, but we have not received a letter of dispute from Mr. ********* to continue with the investigation.   Once this letter is received, we will be able to assist him further.

We regret the inconvenience experienced by Mr. ********* with the closure of his account and with his dispute. We tried contacting Mr. *********, but we were unable to reach him.  Mr. ********* has our contact information should he have further questions. 

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: January 3, 2015


Complaint: ********

I am rejecting this response because:


I  emailed Netspend on 12/15/2015 regarding unauthorized charges on my account, I told them I wanted to file claim and wanted my funds returned to me. In my email I also explained that I was have problems logging onto my account.  On 12/16/2015 I recieved a response from NetSpend Customer Care stating they were unable to locate an account with the information I provided (sociol security number).

On 12/17/2014 I emailed a copy of my CID Card, SS Card, and copy of a credit card statement showing my address as they requested.  Without notifing me before hand, Netspend closed my account reason being documents were unacceptable.    I was dumbfounded, Netspend reasoning behind closing my account was unacceptable.  What I provided to Netspend are the same type of documents that would have been accepted any other place.  Netspend did not give reason why they were unacceptable.  They were legal and valid copies of my CID and SS Card.

On 12/18/2014 I called to find out the status of my claim and asked to have the restriction lifted off my account online.  After spending nearly two hours on the phone, It was my understanding that a new claim was being processed, a new card was being ordered, funds would be deposited into my account.  A temporary password was emailed to me and the block was to be removed from account.  I wasn't told that the account had already been closed.

The letter of dispute has already been provided on 12/15/2014, I stated I was disputing all transactions on my account due unauthorization.   I have not been able to use any of the funds deposited.   

I believe Netspend is making one excuse after excuses as to why funds have not been released to me.  How can I provide Netspend with the following information if im blocked from online access:
  Your letter should contain:
Reference number**********/contact information
The Posting Date(s), Merchant Name(s) and Dollar Amount(s) of each disputed transaction
Your detailed reason(s) for disputing the transaction(s)
Details about how you attempted to resolve the dispute with the merchant(s)
Your handwritten signature

 Netspend has issued me a check in the amount of $36.00 dated 12/26/2014.  If Netspend claims that they need the information above to continue with investigation, why did I receive a check?   The amount owed to me is approx. $944.00 or so, and Netspend keeping my funds from me is a form of conversion.  I don't care if the account was closed I just want my FUND ASAP..... My experience with Netspend has been unpleasant, I believe the lack of knowledge and experience that is provided through  CUSTOMER CARE should be looked upon. 

Netspend has my contact number ###-###-####, if they need to get in touch with me, a message can be left if i'm not available at the time and I will return call ASAP.

Regards,


********* *********

Business Response: Monday, January 12th, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *********.  He states that his account was closed and he has not received any assistance with his dispute.

As stated in our previous response, based on the documents we received, the decision was made to close Mr. *********’s account.  We would not be able to reopen his account.

The dispute Mr. ********* opened on December 18th is still open.  We require additional information to further assist him with his claim. 

We regret the inconvenience experienced by Mr. ********* with the closure of his account and with his dispute. We tried contacting Mr. ********* again, but we were unable to reach him.  Mr. ********* has our contact information should he have further questions. 

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:



Netspends reason for not being able to continue investigation with needed information.  I notified Netspend time and time again that I am unable to log on to my account, a restriction has been  placed and per telephone converation with someone in Customer Care it was going to be lifted, but as of yet it has not been done.

I received a letter dated January 6, 2015, in that letter it had all the information they stated they needed.  I'm not understanding what the problem is, if Netspend would review all the emails i've sent them then, then perhaps they will see how many time I've notified them.  I dont know how to make myself clearer.

On January 12 2015, I emailed all the information they requested but already had.  This has caused financial hardship upon me, I would like to get this resolved as soon as possible.

Netspend don't make anymore excuses, haven't you caused enough damage. 

Regards,

********* *********

Business Response: To Whom It May Concern:

We received a second rebuttal complaint # ******** filed with your office by ********* *********. Mr. ********* states that documents were sent to NetSpend to assist with his disputes claim on January 12, 2015. He would like his disputes claim to be resolved.

NetSpend received the document that Mr. ********* sent on January 12th. The letter did not contain information to determine the transactions that were being disputed. We closed his disputes claim the next day with no error found on the transactions in question. . A disputes claim closure letter was mailed to Mr. *********, summarizing the resolution of his disputes claim. 

We regret any inconvenience this has caused Mr. *********. He has been given our contact information should he have any additional questions or concerns. 


Thank you,


***** ** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:


Netspend has choosen to disregard my notifications to them regarding the restriction on my account.  I have informed
them on many occassions by telephone conversations as well as email.  How  was I able to get that information
if I was restricted from reviewing my account online.

How can Netspend deny me my funds which are legally due to me?  The investigation on my claim was
conducted very poorly and the outcome of it all was just a lie.  Netspend denied my claim because I was unable to
get the information they needed.  Netspend had all the information they had requested, it was easier to deny the claim.

Once I received a letter from Netspend listing all the unauthorized transactions I immediately emailed providing 
them with that information they had requested since I was now able to.    I  have not received a reponse acknowledging 
that they had recieved the information as request, instead I recieved a letter stating that my claim was now closed and that
I would not be getting my money for the claim.

Netspend does not have the rights to keep my money, this has caused nothing but financial burden and stress in my life.  I would like for Netspend to reopen my claim and pay me what is mine.  I have requested Netspend to provide me with information
or documents used to determine there decision, I have not received  them as of yet.

Although I would have liked for this matter to have been resolved in  a fair and friendly manner Netspend choose otherwise. 
If my funds are not returned to me, I will do whatever needed to get the help from outside sources to help me resolve this and
get my FUNDS.

Netspend, you know what your doing to me is conversion, keeping something from me that rightfully belongs to me.
Please do whatever you have to do ASAP and get my money to me.




Regards,

********* *********

1/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Netspend to advise of a double charge that went through on my account for 200.00 on 01/16/15 of which I contacted them the same day to advise of that double charge, they immediately released the pending charge of 200.00 and everything was ok. Sunday 01/18/15 they posted one transaction of 200.00 and are holding another 200.00 of which they will not release back to my account. I called them again asking to release that 200.00 charge and they blocked my account and stated they had to issue another card and wait 7-10 days for that new card and access to my funds. I called them again today 01/22/15 to ask them to release the funds because the merchant has assured me they only authorized one transactions of 200.00 and they refuse to do so.

Desired Settlement: I want the 200.00 credited back to my account that they debited from my card on 01/18/15. I should not have to wait 45 days for this to be released.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ********** ********. *** ******** mentions she was charged twice by a merchant and needs the transaction to be released back into her account.

We were able to speak with *** ******** and addressed her concerns. NetSpend regrets any inconvenience *** *******t experienced while disputing the transaction on her card. She has been given our contact information should she have any additional questions or concerns.

Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********** ********

1/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased and funded a netspend card and loaded it several times when I went to make a purchase it my balance was 5$ I called Netspend and even wrote them e-mails I filed a dispute Transaction on 12/13/2014 I was told they would take 10days it is almost $500 we are talking about somehow someone used my card to make purchases on the internet to fake websites,I tryed to contact these websites but was told it was a third party processor and they wouldnt give me any more information. All I want is my monies back as I never authorized or gave permission to let anyone use my card. It has been in my possession the whole time and was only used to activate it on the netspend website can you please help me

Desired Settlement: I would like my stolen money back

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. Ms. ********* states that someone used her card on the internet while it was in her possession. She wants the stolen money returned to her.

On December 12, 2014 Ms. ********* disputed eight transactions performed on her card. The cardholder agreement outlines the procedures for resolving reports of errors, including unauthorized transactions, Because the account is considered a new account by definition under the terms, we will provide an update by the twentieth business day, or January 13, 2015. We requested Ms. ********* to send a written letter of dispute to support her claim. Although a written statement is not required, it does allow NetSpend to provide a provisional credit while we work to resolve her claim. Without the letter, we are not able to provide this credit.. Because some of the transactions were made outside of the United States, we have 90 days to investigate the charges, which will be March 30, 2015. We telephoned and emailed her with information about the three claims.

NetSpend understands the dispute process is a lengthy one and we appreciate Ms. *********’ patience while we attempt to retrieve her funds. She has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:

I have faxed over all paerwork including a police report and a reciept for the PC workshop that cleaned my laptop. When I spoke with ***** he said it would only take 30 business days to resolve this case now I am getting letter from NETSPEND saying it will not be resolved until March 30th 2015 I will be more that happy tp copy and paste there response. They say they run the same policies as Visa and Mastercard I harley belive either one would make a customer wait well over 3 months. We are talking over 400$ that is owed to me I would like my refund so I can close my account and never do business with them again..

Regards,

***** *********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** *********. Ms. ********* states that she sent all documents to get her dispute claims settled.

As we stated in our previous response the dispute claims filed by Ms. Nichols were ongoing. The claims closed on January 12th and 13th. The payout credits were issued and the checks were mailed to her on January 17, 2015.

NetSpend understands the dispute process is a lengthy one and we appreciate Ms. *********’ patience while we finalized her dispute claims. She has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a direct deposit account with Ace from my SSI/SSDI. From Dec. 29th thru Jan. 3rd. I have been withdraw money from my account. From $123. dollars (some change) I with drawl $80.00 from my credit card, I then hade about $43.00 (not exact cents) on my credit card left. but couldn't get it off my credit card. When I called to check to see what had happened, it said that I was in a negative balance of -$71.00 (some change). How can that be. I then spoke with several rep. from Ace, even required to speak with a Manager *** **** * **** * ****** (who hung up the phone on me) when I try to explain to her that I should had a remaining balance on my credit card, and that it would not allowed me to get any money that I had left. I did not authorized anyone to use my credit card. I ask for a report of my transactions from Dec. 29, 2014 - Jan. 3, 2015. They want me to pay a $5.00 charge for that info. I do have some receipt that will show my transactions, and also my account is set up with ALERTS when money is deposit or with drawl from my credit card.I want my remaining balance to be deposit back on my credit for my use. and have nothing else to do with Ace Elite Card.

Desired Settlement: $123.00 (some change) - $80.00 (some change) ------------------------ $43.00 (some change) owed for refund

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Ms. ****** mentions a different balance should be available on her card than what is reported.

Ms. ****** received her deposit from SSI on December 30, 2014. Several transactions occurred on her card that depleted the funds. Due to her being signed up for the optional Overdraft Protection Program (ODP), the account became negative on January 2, 2015. ODP allows the cardholder to complete transactions beyond the available balance on the account. Some of the negative balance is due to two $15 overdraft fees.

Ms. ****** is correct, we do send free text messages to our cardholder to inform them of charges on their card with the resulting balance. We also provide a website where the account balances and transactions can be viewed 24 hours a day. We attempted to contact Ms. ****** concerning the account balance. We emailed the transaction history for the period of time since her last deposit for reference.

NetSpend regrets any misunderstanding concerning Ms. ******’s account balance. She has been given our contact information should she have any additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a PayPal Mastercard debit card and put $50 on it for my daughter to use on travel. I registered online and over the phone with a representative of NetSpend. I tried to use the card recently and was declined by the merchant. I phoned the customer service number and was very rudely treated by the agent. He told me the card balance had expired. This is not possible according to the FAQ on the PayPal Mastercard website. I asked to speak to someone else and he disconnected me from the call. I have sent email and received no replies.

Desired Settlement: I expect to receive a replacement card with the $50 restored.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Ms. ***** states that she loaded $50 dollars onto her account, and was unable to access those funds. She’s requesting to be reimbursed.

On July 8, 2013, Ms. ***** loaded $50.00 onto her PayPal prepaid MasterCard account. This particular account incurs a $4.95 monthly fee, which is how most of Ms. *****’s funds were depleted since she loaded the funds onto her account. The details of our fees can be found inside the card packaging that our cards come with, or on our website at www.paypal.com/prepaid. When Ms. ***** attempted to use the card on December 19, 2014, the balance was $0.50 and the temporary card was expired.

We contacted Ms. ***** on January 22. 2015 and explained how our services work with our PayPal prepaid MasterCard product. We assisted her with the fees incurred on her account, and will mail her a check with the remaining balance on January 30th. 

NetSpend regrets the inconvenience experienced by Ms. ***** while attempting to use her card. She has our contact information should he have further questions.


Thank you,


***** ** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I was very pleased by the courtesy of the agent from Net Spend.

Regards,

***** *****

1/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a gift card from Netspend. There was a $300 balance on the card when I received it. Subsequently I received another card in the mail, but I have no idea what that was for and I didn't authorize it. I believe, and their advertisement confirms , that there are no hidden costs associated with the card. However, there are constant costs which I am debating---and which I want refunded: 1. EVery time I used the card for a debiit they charged me $1.00--even for a $2,53 coffee 2, I was charged a fee even though the transaction wasn't completed: $2.00 for withdrawal, .50 for a bank inquiry. Even though I couldn't complete the transaction because of their service and I was told by the customer service person there was no fee. 3. I was sent to Walmart to get a cash out, all of my remaining cash, and I was charged even though I wasn't able to get all of the money out 4. and it goes on

Desired Settlement: I want them to give me back a total of $15.00

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** mentions being charged for transaction fees when using the card she received as a gift.

The NetSpend card is a general purpose reloadable card sold at thousands of distributors nationwide. Our packaging describes the fees associated with the use of the card. The complete card terms are included inside the sealed package.

We spoke with Ms. ***** on January 13, 2015 concerning her NetSpend card. She informed us that she received the card as a gift, but the giver did not include the full package. We assisted her with her conern, and explained the fee details when using the card. We also informed her that helpful information is provided at the website, www.netspend.com.

NetSpend regrets any inconvenience that Ms. ***** experienced with the use of her NetSpend card. She has been given our contact information should she have any additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Back on December 1st 2014 social security office in Ohio sent net spend my payment in a check to be deposited into my account thru netspend as of today's date 1-8-15 they are claiming no money was ever sent. Social security had provided proof of payment being processed to net spend. Net spend has this information and has said they will not give me my money they said they can't find it. The customer service department keeps either hanging up on me or telling me to call back the next day. This is not how bussiness is conducted. They messed up gave my money to someone else they need to pay me my money.

Desired Settlement: I want them to replace the money that is owed to me. They have proof it was sent to them. They processed it to the wrong account. They need to replace my money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Mr. ***** mentions not receiving his direct deposit from Social Security on December 1, 2014.

The Social Security deposit for Mr. *****’s December 1st benefits arrived to NetSpend on November 24, 2014. We posted it to his account that same day. We confirmed this deposit posted to his account via the Automated Clearing House (ACH) trace number from SSI US Treasury on January 9, 2015. We informed Mr. ***** on January13th about the posted deposit.

NetSpend regrets any inconvenience that Mr. ***** experienced while seeking information about his posted deposit. He has been given our contact information should he have any additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The customer is my 14 year old son, ******* *******. He purchased your reloadable card from Walmart December 26, 2014 with the understanding you have to be 13 years old to activate it. However, he was not able to activate the card. I called and spoke to ***** who said the card was activated, but he was still not able to use it. I called again and spoke to Marisol and was told to take the card back to Walmart, but I know they would not refund the card. I called again January 2, 2015 and spoke to ***** and was offered a manager to talk to, but no one came back to the phone.

Desired Settlement: I would like a refund $119.00.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* states that her son purchased a NetSpend card with the understanding he could activate it for use at the age thirteen.

The outside of the NetSpend card package displays useful information to the consumer. Under step two of card activation it informs the purchaser that you need to be 18 or older to activate the card for use. On January 8, 2015, we spoke with Ms. ******* concerning her son’s card. She informed us that she would call back with the card number so we could locate the exact account referenced in the complaint. When she contacts us with the identifying details we will assist with her issue.

NetSpend regrets that Ms. ******* and her son were unaware of the minimum age to activate the card. She has been given our contact information should she have questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I created this acct in September 2014; Late September i reported the card ending in 9109 lost to member support; I did get another card a Premier card, ending in **** ; I have been using this premier card since; However i did notice my acct was ALWAYS overdrawn by $80 or $90 dollars, everytime; When i called they said due to transactions at the places i usually go, i did not really question these transactions thinking maybe i had done this myself. HOWEVER I have only a 10 dollar overdraft protection; so howBut it kept happening, when i called to question the card (premier) services because i saw credits being added to my acct (2.00 here 5.00 Here) and why it keeps asking me which card are you calling about; When i questioned why it asks me this rep said not to worry. Now i have been made aware that this card ending in 9109 has been used and taken OVER 700.00 , IT WAS NEVER closed so this card has been active since 9/26 making purchases and withdrawls. The initial support staff member would not tell me which cards were taking which amounts out; being used that over draw the acct; After several minutes of conversation, he said he would and could issue 50% back to me now and wait for the dispute to process. I then asked him if they showed the card closed and cancelled. He said no, I asked him if he showed me calling in reporting the card. He said no. He showed a call but no notes in the system. I asked if he showed my current number and email & that i reported my email hacked and my change of number and email address; When i asked them to verify the email address he said he could not release it due to protecting my identity; which did not make sense due to ME BEING THE ACCT HOLDER; i was on the phone with this rep for an hour; I then asked for a manager and was put on hold for 29 min and was hung up on. I called back spoke to a supposive manager. Who then recognized that the card was already cancelled i informed him he just DID it. Now i was on the phone with rep who was supposed to be a manager, but he said he would give me only 149.00 until the dispute was processed, and had me on hold adding up the charges, However after he added charges he claimed that i had to be the one taking the money and using it because its at the same places i go; I explained i only go to certain places and i know i have no money so WHY WOULD I TRY TO KEEP TAKING MONEY OUT AND OVERDRAWING MY ACCT ? He said they would not issue me anything back.

Desired Settlement: I want every SINGLE PENNY TAKEN FROM ME; IF THIS IS NOT POSSIBLE I WILL ACCEPT NO LESS THAN 50-60% of my money taken immediately. This is absolutely ridiculous. I cancelled my direct depost and i WILL NEVER USE THIS COMPANY OR ANY OTHER PREPAID card EVER AGAIN. I am & have been out of work for 2 years i finally start to work and they are robbing me i am broke every week because of this damn card not being cancelled now my phone is disconnected i have no phone nothing for anyone to call me.. if needed please call ***********

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ****** *******. Ms. ******* states that her account has been overdrawn without her knowledge.

Ms. ******* is enrolled in our overdraft protection program which allows the customer to go into a negative status. We have mailed Ms. ******* an account history to review for her records.

NetSpend regrets any inconvenience that Ms. ******* underwent. Ms. ******* has been provided with our contact information should she have any further questions or concerns.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The complaint involves my deceased husbands card. I was not once but 4 different times put on this account in the event he could not handle it or I had questions, or I needed to do something on the account. I am calling to check on something that was sent to the wrong account. They are now telling me that I can not access the account because it was never put on there. And I am trying to find out what I need to do to get this money cleared and sent to my other card before the 24th of this month. I have funeral arrangements I have to make in another state, and can not if I am having to deal with them not releasing the account or giving me access like I was suppose to be given in the first place. I asked to speak with a supervisor, a supervisor was granted. But when I told him to give me the information that they need he asked me if I had pen and paper. I told him no I am just telling you to give me the information so I can get what they are telling me they need. But had put me on hold so he can get the information. I have been on hold for about 10 minutes and still have not gotten the information and still on hold.

Desired Settlement: I want my husbands account released and the money released this way I can transfer it to another account and have this one cancelled, and I need it done before the 24th of January, 2015.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mrs. ******* states she has contacted us regarding her deceased husband’s account. She would like to have his account unblocked so that she can access the funds on his account, and subsequently close account.

We are sorry to learn of the passing of Mrs. *******’s husband. I spoke to Mrs. ******* on January 19, 2015 and informed her of the supporting documentation needed to grant her access of the remaining funds on his account. At her request, I also sent her a detailed email with information needed to further assist with her request.

We regret the inconvenience that Mrs. ******* experienced while attempting to access the funds from her husband’s account. As explained, once supporting documentation is received and approved, we will send any remaining funds by check, payable to the Estate of her husband. Mrs. ******* may contact me directly at the information I have provided should she have any further questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******

1/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The business placed a block on my account for funds that I received. When I contacted them, they requested verification from the merchant. I asked specifically what was needed and repeated it back to them. In addition, I asked if this information could be sent to them via email and was told yes and give the address ********************** I contacted the merchant and the documents were sent. The next day I was told the documents were not sufficient and was told I needed to supply more documents. I again contacted the merchant and again the documents were sent. Again, I was contacted the next day and was told the same thing. This went on for 8 days. Not only has the situation not been remedied, but I am extremely distressed that everyone in which I spoke to seemed to have a different set of "requirements". I continuously asked for names (first and last) so that I may address them later should something not be correct and each time I requested that I speak with whomever I had spoken with, I was informed that they had "no idea who that was". The lack of knowledge possessed by the employee's was astonishing. At one point I had one customer service representitive tell me that I could not speak to a supervisor because they would tell me the exact same thing, which turned out to be incorrect. In addition, I as promised countless times by automated messages and/or personnel that my inquires would be handled in this amount of time or that amount of time, and the time dead lines were rarely met. The would blame this on the time difference, but I always took that into account.

Desired Settlement: my immediate desire is to have my account unblocked and given full access to my funds my long term desire is to be compensated for the amount of time I have waited to have access to these funds, (beyond what is considered to be a normal amount of time for funds placed on hold) including any late fees I've incurred because I have failed to make payments on time because of this.

Business Response: Tuesday, December 23, 2014

To Whom It May Concern:

 
We received complaint # ******** filed with your office by ****** ******.  Ms. ****** mentions putting a credit on her NetSpend card that resulted in the account being blocked.  She could not use the card until the block was removed.  

 
On December 11, 2014 Ms. ******’s NetSpend card was credited in the amount of $2030.00 from USD NET REBATE.  The account was automatically blocked since no corresponding debit for that merchant had occurred on the card.  We requested a copy of the original purchase receipt to lift the block.  The merchant could also reverse the credit which would resolve the issue altogether.  Neither option occurred. Our Risk Management reviewed the account for options and closed the account enabling a return of funds check to be sent to Ms. ******. The check was processed on 12/18/14.

 
We regret and inconvenience that Ms. ****** experienced. If Ms. ****** has any additional questions, she can contact me at
the information I’ve provided.    

 

Thank you,

***** ****
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:  I'm sure that ***** **** and netspend corporation would like to believe those simplified version of events, but I would like to explain in a bit more detail, the actual version of events.

Yes I rec'd a credit on my netspend account and the original purchase was not made on that account (this is the only thing netspend got right and where we agree!)

The block was placed on my account and I immediately called, netspend explained the reason for the block and I explained that the original purchase was placed on a card that was lost, no longer in my possession and that account had been closed.  I asked what could be done.  I was told by a women named **** (after having to request that I be transferred to a supervisor) who told me that as long as I have the merchant send over a letter stating that they in fact refunded this amount, all would be fine.  I asked her exactly what this letter should say, wrote down the exact wording and asked it this could be done in the form of an email.  She gave me the wording and told me email was fine and to send it to **********************

I contacted the merchant and the letter was sent.

The next day, I was informed that this was not sufficient.  I asked to speak with "****" however no one knew who that was.  I was told that I needed to produce a merchant receipt.  (at this point things start to get redundant)  All the same questions were asked, instructions were given, names were taken yet every day I was given new documentation that needed to be produced including a letter of indemnity.  ALL DOCUMENTS THAT WERE REQUESTED WERE PROVIDED BY THE MERCHANT IN A TIMELY MANNER, USUALLY THE SAME DAY.

Regardless, days would go by and netspend would eventually tell me a new reason why the card would not be unblocked.  I was told to have the merchant reverse the charge.  I do not know why this was not able to happen, I can only tell you that I was told by the merchant that attempted to do this and could not.  I have no reason to doubt them as they were very forthcoming and prompt in getting me all the required documents.

On a side note, it is also very important to mention that although I took names each and every time I spoke with someone, I was never able to speak with any one person a second time.  This little nuance required me to completely start from the beginning each and every time I called, although I was told multiple times that my account would be updated so that I would not have to start over again.  This was never the case.  Each time I had to start with the "netspend reprimand" that "had the original purchase been on this card....."  I understood that, and could not have been more sorry that the original card had been lost, but on countless occasions I was made to feel as if I did something wrong as opposed to trying to find a solution to what seemed like just a simple problem.  Certainly I could not be the only one in the world this has happened to?  And according to the countless number of complaints I have since read on line that people all over have written, I AM NOT!

Needless to say, this went on for days and days!  It was not until I had the where with all to send an email to Metabank (associated with netspend) did I hear from ***** ****, who informed me that a check would be mailed to me.  

As of today (Christmas Eve) I am still not in possession of any check.  I received the credit to my account on December 11, 2014. Had I been sent a check immediately, perhaps things would have turned out better.  Had on December 18, 2014, netspend would have unblocked my card as opposed to sending me a check, things would have most certainly been better.  

Although the fact that this occurred at Christmas time is irrelevant, I think it's noteworthy to mention that after a week of "jumping through netspend hoops" I literally broke down and pleaded, in fact begged netspend to help me resolve this matter quickly so that I could spend the holidays with my family.  Needless to say, would I be writing this Christmas eve if I were with my family today?  Probably not. 
 

Regards,

****** ******

Business Response: Monday, December 29, 2014

To Whom It May Concern:

 
We received complaint # ******** filed with your office by ****** ******.  Ms. ****** mentions a credit initiating on her NetSpend card that resulted in
her account being blocked.  She could not use the card until the block was removed. 


On December 11, 2014 Ms. ******’s NetSpend card was credited in the amount of $2030.00 from USD NET REBATE. The account was automatically blocked since no corresponding debit for that merchant had occurred on the card. We requested a copy of the original purchase receipt to lift the block. The merchant could have also reversed the credit, or send Netspend a Letter of Indemnity. Neither option occurred. Our Risk Management Team reviewed and closed Ms. ******'s account, enabling a return of funds check to be sent to the address that we have on file for her. The check was processed and approved on December 18, 2014. I spoke with Ms. ****** and communicated this information to her.


We received Ms. ******’s additional response on on December 29, 2014,regarding her dissatisfaction with the service she received, including incorrect information from our customer service. Upon further review of Ms. ******’s account, her refund check was actually mailed to her address on file on December 29, 2014 rather than December 18, 2014. I acknowledged Ms. ******’s concerns, and her feedback that she provided me with has been noted.


We regret the inconvenience that Ms. ****** experienced while attempting to retrieve her funds, in addition to the incorrect information provided to her about the initial date that her check was to be sent out to her address. If Ms. ****** has any additional questions, she can contact me at the contact information I’ve provided.   



Thank you,

 
***** ****
Corporate Customer Response Team
NetSpend A TSYS Company


Consumer Response: Complaint: ********

I am rejecting this response because:  as usual, Netspend is incorrect with the facts of the case and although I understand that they "regret the inconvenience this caused" (to put it mildly) I feel that Netspend is not only not accepting responsibility for the great injustice that has occurred, they are continuously putting the blame on myself and/or the merchant when they state "neither option occurred".

As per the instructions I received from a supervisor in the customer service department, a letter was sent within 1 day of the card being blocked from the Merchant to netspend, stating that the credit in fact was valid.  When I was informed that this information was not sufficient to release the block and received additional information to send the merchant receipt and/or letter of indemnity, BOTH of these documents WERE IN FACT SENT, and consequently rejected as to prolong my agony and inability to access my funds.

I feel that netspend needs to accept responsibility for their inept customer service department, and also feel that I am entitled to some sort of compensation both for the hours upon hours of time I endured speaking with the customer service department, and for not being able to access my funds for several weeks.  Unfortunately, the pain and suffering endured by me is inconsolable.  No amount of compensation will help to ease that grief.  

I have been told that netspend will in fact offer no compensation and find this appalling.  I am not asking for a great amount of compensation, just a gesture of good will.  Netspend has closed my account and has not even offered to send me a new card which I believe should happen at no expense and also feel that I should not have to incur service fees on this card, as netspend has the ability to waive them if they so desire.


Regards,

****** ******

1/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought the Visa card for my son for Christmas. He was charged over seven dollars in "fees" for using the card. Company says its stated online about all the fees. The card itself did not clearly state all the fees. I'm furious that I paid over five dollars for the card and my son was paying higher fees, then the actual purchase. I want a refund of all fees and want my money off this card NOW! I will be showing a screen shot of the fees to everyone on Facebook, twitter and instagram. Letting everyone know an Autistic teen had to share his only Christmas present with NETSPEND.

Desired Settlement: If this comapmy had any integrity they would do right by my 15 year old son who has autism. He just wanted to buy a few games online. That was his only Christmas present and he had to share a big chunk of it with this terrible comapny.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ***********. Ms. *********** states the card her son got for Christmas did not clearly mention the fees associated with the use of the card.

The outside of the NetSpend card package displays the transaction fees associated with using the card. It also informs the consumer that you need to be 18 or older to activate the card for use. We attempted to contact Ms. *********** to get information about the card she referenced in her complaint. When she contacts us with the identifying details we will assist with her issue.

NetSpend regrets that Ms. *********** and her son were unaware of the fees associated with using the card. She has been given our contact information should she have questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On December24, 2014, there we a unauthorized transfer of my funds in the amount of 1,456.00. Subsequently, I contacted Net Spend and verified the unauthorized use. They informed me via email that a dispute resolution team will contact me for further information. I learned and submitted information to them that my sister ********* ******, gained access fraudulently and transfered my funds. Theses documents included but were not limited to her phone number that was used to gain entry into my account upon knowing my S.S. number, numerous police reports for fraud and identify theft, Personal Protection Order, and voice recordings of her threatening my life. Upon Net Spend reviewing such they forwarded an email stating that my funds would be reimbursed within 2 Business Days. I then setup a SECURITY QUESTION to prevent such from repeating. I have called Daily since this incident and Net Spend refuses to Acknowledge my Security Question and they and freely divulge my information to me absent the safeguards in place. And as a result off this breach in security, ********* ******, has again gained Access as of this date, December 28, 2014. Furthermore, Net Spend states now that the reimbursement will be delayed 30 Business Days. Most importantly, they failed to not only protect my funds, they allowed a repeat to occur with an unauthorized inquiry into my account, and modifications of such.y

Desired Settlement: Reimbursement of ALL UNAUTHORIZED transfers in the amount of $1,456.00, the reimbursement of the remaining balance due to my card being cancelled and I we unable to access theses funds being in the amount of $455.00. To utilize properly the Security Questions in which prohibits unauthorized access, etc.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Ms. ****** states that a fraudulent transfer initiated on her account, and she’s requesting to be reimbursed.

On December 24, 2014 a caller presented themselves as Ms. ****** and requested a transfer of funds to another NetSpend cardholder account. The caller successfully answered all of the security questions in place before the funds were transferred to the other account. Ms. ****** called the same day to dispute the transfer of funds. The dispute claim was closed on December 30th with no error found with the transaction in question. A dispute closure letter was mailed to the address that we have on file for Ms. ******.

NetSpend regrets any inconvenience that Ms. ****** underwent while attempting to retrieve her funds. Ms. ****** has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS CompanyTell us why here...

Consumer Response: My name is ***** ****** my social security number is *********** ** ***** *** **************** ********* ****** access my account by posing as if she was me ***** ****** she took my phone number off my anytime alerts and added her own phone number I got a text message stating my number was no longer active on my anytime alerts so me ***** ****** went on to my online account to see what was going on because I didn't understand it and when I get on to my account I see a phone number on there that does not belong to me and the number looks familiar it is my sisters phone number that was added to my account that I did not do I took that number off my account and I put my phone number back then I called u all which is NetSpend I called you all more than several times every time I tried to get through someone kept hung up on me so I get up put some clothes on and get in my car me and my husband and go to the ATM machine on ********* the Chase Bank ATM machine while I'm doing this I'm still trying to call you all I get to the ATM and try to withdraw my money from the ATM it tells me that my card has been reported stolen the receipt came out the machine stated that so I'm still trying to call you all I'm on a long hold calling NetSpend to see what's going on with my account because I never reported my card stolen nor did I add ********* ******s phone number to my anytime alerts because I have my card still to this day minutes later i get a another text message stating that $1,456. Has been transferred to ********* B from ***** ****** which I never did that and would not never do that this person ********* ******. Is a criminal she has fraudulently went it to my account without my authorization and did an unauthorized transfer of my childrens benefits that I get every month on my NetSpend card since I have been a customer that is my only income that I get for my children that she. ********* ****** stole she ********* ****** unauthorize took my money off of my card by transferring my benefits to her card and after she did that she cancel my card and reported it stolen which my card was never stole she knows my information and she transferred my money to her card so I'm sending you my information My claim# that a representative gave me when I talk to someone at NetSpend #*******. My lease please help me please I have areference number ********** the detective number over my case phone number is. **** ********. Her name is ******** *** or you can reach her at *** *** ***** and my report #********** and my phone # is ************ pn unauthorized transaction that happened on my card December 24th 2014 that I did not do my sister knows my social security number and my birthday and my address she transfer fourteen hundred and fifty six dollars to her card and stole my children monthly benefits and I made a dispute about it on December 24, 2014 I called several times every time I called someone hung up on me I finally got one representative didn't hang up on me the customer service agent that I spoke with on December the 24th 2014 pulled up my account i let him know there are unauthorized transfer of my benefit going to someone else's account that I did not do he seen what's was going on so he tried to stop the transfer that was unauthorized he tried and he said that he couldn't get my money back because the suspect ********* ****** had already withdrawn my benefits from her card the only thing that. she ********* ****** had remaining on her card was $21 which the operator who I was on the phone with put the $21 back onto my card from the suspects card this was unauthorized transactions that I did not do I am unable to pay my monthly bills as I usually do my benefits that comes on this card is my only income now I am unable to pay my monthly mortgage my water bill get the things I need for my home and for my children my children were unable to have Christmas due to this unauthorized transfer and transaction on my card I cannot pay my life insurance I cannot do the things that I normally do for my household and for my children due to the situation I pray that you all do the right thing and fully investigate the situation to the best of your abilities you all have recording and monitor calls to see that I am a victim of fraud and it has been ongoing for years by this one person ********* ****** I have sent you several documentation that proof of the situation that's on going as well as my police report's# and also my PPO that is a protective order against the suspect ********* ****** situation at hand right now and a detective phone number I am pressing charges and I hope you all do the same for identity theft fraudulent act & wire transfer I am a victim and was customer and I trusted you all with my benefit and I pray that you all do the right thing and investigate this situation sincerely ***** ******. This statement is true to the best of my ability

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** ******. Ms. ****** gives a detailed description of the incident where funds were taken from her NetSpend account. She included the copy of the police report and protective order.

As we stated in our previous response, all security was successfully passed to transfer funds from Ms. ******’s account to the other NetSpend cardholder account. The remaining funds on Ms. ******’s account were mailed to her on January 2, 2015.

We regret the report that Ms. ****** became the victim of identity theft. We are glad she followed are recommendation to file a report with the authorities. NetSpend cooperates with the police when records are subpoenaed. We also suggest that she contact the Federal Trade Commission (FTC) at www.ftc.gov/idtheft or by telephone 1-877-ID-THEFT (###-###-####). The FTC will provide a walk through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions. Ms. ****** has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because:Dear BBB,

     Net Spend acknowledges that they regret that I was a victim of identify theft, which is based upon my information provided to them. Which suggests it does have merit,furthermore it consists of more than just allegations! It contains 'FACT' for them to even state that. Therefore, since there was proof that I am a victim of identify theft, they 'MUST' also acknowledge which they did do, that my security was successfully passed based 'SOLELY' on this 'UNAUTHORIZED' and fraudulently obtained personal information! It was and is the only way these funds could have been transferred.Furthermore, Net Spend refuses to acknowledge the purpose of voice recordings that they themselves incorporate to 'ASSSURE' quality assurance! Which is also evident that they made no effort to review! Had such been done by a voice analysis expert, they would have clearly distinguished the difference between my voice and the perpetrator
  Furthermore, they would have been able to compare this person voice to that of ********* ******, who is an existing card holder with Net Spend. Not to mention that her phone number was included by me to make comparison that this number was indeed the same fraudulently added to my account. None of this investigative matter was carefully reviewed. Anyone of common sense could be able to connect these dots of fraudulent activity! Even after a security password was added to my account, Net Spend, failed on every occasion if they reviewed their voice recordings, to even ask me the password before discussing my account, in which I then requested a Supervisor due to this beach in security. Again, if they failed to ask even me my security password, they also failed to ask whomever called acquiring details of my account fraudulently. Thus held by me! Lastly, if Net Spend, found no error, why refund me $21.00 from ********* ******'s card that was taken from my card account ORIGINALLY when I contacted them that a fraudulent transfer had just occurred and by whom? That alone on its face acknowledges an error on their part for allowing such to occur. And that they observed this fraudulent transfer and from where it originated! I am due a FULL reimbursement of my funds due to their allowed security breaches! leaving my funds open to alerting details of my account including transfers, closing of my account, and adding nonexisting phone numbers owned, used, 
Mrs. ***** M. ******
#********

Regards,

***** ******

1/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/13/14 I was married. I changed my name with my employer. I have direct deposit with netspend. On 12/23/14 I received an email from netspend advised they blocked my deposit due to name. I contact them on 12/24/14 and was advised to send my marriage certificate and copy of drivers license. On 12/26/14 I received an email from netspend advised they confirmed my information and it has been verified my deposit was released. On 1/7/15 my employer attempted to make a direct deposit. Again it was blocked. I contacted netspend and they advised I had to resend my information. After several Phone calls and asking for a supervisor I was hung up on. What is frustrating me is I keep asking am I going to have to do this every 2 weeks when I get a deposit. They answer is always I dont know. I asked will I get a new card showing my new name. Im advised by netspend they do not know.....How many times am I going to have to resubmit information they already have an verified???? I have bills that are now going to be returned because they still do not want to fix the situation. I need an immediate resolution. I resent my documents and they still have not answered me. I still have not received my direct deposit.

Desired Settlement: I want my direct deposit to not be held up every two weeks when they have already verified my name change....I also want a new card showing my name change.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****-******. She stated that her deposit was pending due to a request for further verification of her last name. 

We were able to speak with Ms. *****-****** on January 08, 2015. We advised that our Document Review Team was able to review the submitted documents to approve the deposit. Her funds are now available on her account.  We also informed Ms. *****-****** that a new personalized card order was placed, and will arrive within 5-10 business days. 
 
We sincerely apologize for any inconvenience this may have caused Ms. *****-******. She has my contact information should she have any additional questions.  


Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product and never received a confirmation number on December 19, 2014 I called Netspend and they credited the 126.97 a back to my card. On Monday December 22, 2014 the card was charged 126.97 again along with a 4.44 foreign domestic processing fee. I was told that I had to file a dispute by sending an email regarding the situation which I did on December 22, 2014 that would be completed with in 7 to 10 business days. I still haven't received the product from the company in question and there is no information as to how to contact them. I informed Netspend and sent the necessary documents. January 5, 2015 was told that the money would be credited back to my account on January 7, 2015. On January 7, 2015 I called and spoke with a supervisor by the name of *** employee #********** who informed me that he would have the dispute contact me within the next 24 hours but I should be aware that because this is an overseas transactions it takes up to 3 months for a refund. I was never informed of this new waiting period and as of today I have not been contacted by anyone, on January 9, 2015 I called Netspend again to speak with a supervisor and was placed on hold for 32 minutes and the call was rerouted back to the automated system.

Desired Settlement: I would like a FULL refund of the 126.97 plus the 4.44 domestic charge and my fees of 9.95 per month for the prepaid debit card waived for the next 6 months. An an apology from corporate, I have been a member of this organization for over 7 years and have never been treated with such a severe lack of concern.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********.  Ms. ******** is dissatisfied with our service and would like to receive a full refund for unauthorized transactions and associated fees made on her account.

On January 12, 2015, I spoke to Ms. ******** and addressed her concerns.  The investigation on her dispute is ongoing and set to be finalized on April 8, 2015.  At the end of this timeframe, we will immediately notify Ms. ******** of the outcome of the dispute.

We regret any inconvenience that Ms. ******** has experienced.  We understand that the dispute process can take some time, but we can assure that we will do everything we can to assist Ms. ******** with getting her funds returned.  If she has any further questions, Ms. ******** can contact me at the information I’ve provided.  


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

****** ********

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $25 debit card for my 14 year old grandson for Christmas; however we did not realize that what I actually purchased was a "temporary" card and if we wanted to activate it, he would have to submit a lot of personal information that we were not comfortable sharing. I called their customer service number and was told that I could return the card to the place of purchase for a refund, but when I tried to return it at Walmart - I had my receipt - I was told they wouldn't issue a refund. I then contacted Netspend customer service by email and was then told that it is up to the individual vendors to decide whether to refund or not.

Desired Settlement: If a vendor is selling their product, Netspend should be responsible for requiring that vendor to refund the purchase price if a customer is not happy with the product. I have never had a problem with a return at Walmart until now.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Ms. ******** mentions purchasing a card for her grandson and was not comfortable providing the required information to activate it.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card. The cardholder must be at least 18 years of age.

We spoke with Ms. ******** on January 14, 2015 concerning the NetSpend card. She informed us that she wanted the refund for the card in the form of a check. The check will be mailed to her on January 16th.

NetSpend regrets any inconvenience that Ms. ******** experienced with the NetSpend card. She has been given our contact information should she have any additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

****** ********

1/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After receiving a fraudulent charge from Match.com I contacted customer service and had the charge removed. Two months later the charge was reinstated and when contacted customer service informed me that Match . com defended the charge but refused to provide me any documentation. This refusal to provide any supporting documentation to support reinstating a fraudulent charge has caused great hardship to someone who is long term unemployed. The charge put my account in a negative balance status which is not supposed to be allowed with my prepaid card. They have also grabbed my direct deposits to satisfy a fraudulent charge.

Desired Settlement: I would like the Fraudulent $80.90 charge reversed and payment for the damages this illegal seizure of funds has cost me in the amount of $124

Business Response: To Whom It May Concern:

We received complaint # ******** from **** ****. Mr. **** is stating that he was erroneously charged for Match.com transactions that occurred on his NetSpend account. He’s requesting to be reimbursed for the transactions.

On January 8, 2014, I spoke with Mr. **** to discuss our disputes process. He stated that he cancelled the service with Match.com, but later found out that additional steps needed to be taken to fully cancel the service with the merchant. At this time, his disputes claim will remain closed due to the merchant validating the charges.

We regret any inconvenience that Mr. **** went through in attempt to retrive his funds from Match.com. Mr. **** has my contact information if he has additional questions or concerns..

Thank you,

****** ******
Corporate Customer Response Team
NetSpend A TSYS CompanyTell us why here...

1/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: netspend has me down as a premier customer and i pay a monthly fee of 5.00$ to insure i dont have any extra charges when it comes to atm fees unless the atm is not theirs. The problems have been that i am still being charged the Netspend atm domestic charges even though the atm owner is being paid also. I have contacted Netspend and have been hung up twice on and other times denied access and had to redo my account login information. This is not a factor i want to have to deal with everytime i withdrawl money i realize the atm owner has to be paid the agreed amount in this case three charges of 2.50 but then there s an added 2.50 to each one of them for this month and last month and Netspend refuses to reimburse me for them even though they are in the wrong on the charges.

Desired Settlement: to have my account reimbursed the full amount of these atm domestic fees that our agreement under the premier accounts dictates. there have been in excess of 45 $2.50 debit atm domestic fees applied to my account (withdrawn) over the past year for no reason when i pay the $5 fee they required in order not to have to pay them (im not talking about atm owner fees that s included in the atm withdrawl amount, but the extra charge per transaction of another $2.50) and it to be issued to me thru either credit to the account or check mailed to my address on file

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *********. Mr. ********* states he is enrolled in a monthly fee plan and should not be charged ATM fees. He requests to have ATM fees reimbursed to his account or by check.

Mr. ********* is enrolled in our Premier Fee Advantage Plan, however ATM fees still apply. On January 7, 2015, I spoke to Mr. ********* and addressed his concerns. A one time courtesy credit has been applied to his account. I have also provided helpful tips to avoid ATM fees in the future.

We regret any inconvenience that Mr. ********* has experienced. He may contact me, should he have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company
Tell us why here...

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 12/23/14 I was charged 62.42 from Piece of Cake for a delivery of a cake that I didnt order, I picked up my cake in the store and paid cash. They called me and said they had an order for a delivery to an address I didnt know of. I advised I did notr place a delivery order and picked up my cake in the store. They said they would further investigate. a week later my card was charged for cookies and a cake I did not receive from them to any address. I contacted Netspend and advised of the charge and it was not valid via the secured email box and that I knew the merchant but did not receive an extra order and to not honor the charge. They without my authorization blocked my card. I have direct deposit to this card. I called them to make sure the charge would not be honored, they said they would report the agent who blocked it without telling me and send another card that dayand sent out expidited because they could not unblock my card. The card was not expidited I received a text message from them advising the card was sent 12/29 and my direct deposit is now on my account I have no card no access to my deposit. On 12/30/14 I have called and been hung up on 4 times asked to speak to a manager and they reroute me into an unanswered queue. Then they act as if they dont speak English. I asked to speak to a manager and I have been holding in a queue for 40 minutes *right now, no one has come back on the line, I cannot pick up my medications so that I dont end up in the hospital from a Asthma attack and a breathing maching waiting at the pharmacy. so now im just holding, cant access my funds and no one will help or unblock my card.

Desired Settlement: I want the 62.42 removed from my account as I did not receive an double order and I want someone to tell me why if they can block a card in error, why they cannot unblok it.

Business Response: To Whom It May Concern:

We received complaint # 10362038 filed with your office by ***** *******. Ms. ******* states a block was placed on her account as a result of filing a dispute. She’s requesting to be refunded for the transaction in question, and would like her card associated the transaction to be unblocked.

As mentioned in her complaint, Ms. ******* contacted us to file a dispute for an unauthorized transaction on her account. Due to company policy (and to protect the security of her account), we placed a block on her card to prevent any future unauthorized transactions. On December 30, 2014, Ms. ******* received a provisional credit for the unauthorized transaction, and she was able to access her funds. The investigation of her disputes claim is still ongoing, but will be resolved within 45 days from the claim creation date.

We regret any inconvenience that Ms. ******* experienced. I tried contacting her by phone and email to help address her concerns, but unfortunately I was not able to speak to her. I’ve left her a voicemail with my contact information if she needs additional assistance.

Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company
Tell us why here...

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a debit card to pay my bills on 12/2/14. The salesperson at ACE Check Cash, Andrea at **** ***** **** ***** ** ***** ****** ************, looked at a list before she put my money on the card. I asked her if I would be able to use the card the same day, before I gave her my $200. She stated, "yes". Then she said the card could not be activated, that I would have to call and activate it myself. I spoke with **** *. on 12/2/14 at approximately 4:00pm. She asked me did I agree to pay the negative balance on the account I previously had. I told her yes. She then told me that she would send an email to release the block on my account because I was not the primary on the other account. I said, "OK". She said my card would activate in 4 hours. I called back in 24 hours on 12/3/14 at 4:00pm and spoke with Supervisor, **** *** ***** ********. She said my card held a negative balance of $99.25 also. I said, "OK". She said my card would be activated in 6 hours. I have allied twice a day and when I ask to speak to a supervisor, the calls are disconnected while I'm on hold.

Desired Settlement: I would like my money refunded mine the -$15 balance on my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** * *****. She mentions that she was not able to activate her NetSpend card due to a negative balance on a previous account.

A temporary hold was placed on Ms. *****' account concerning a separate account in her name. We were able to remove the hold and Ms. ***** was able to access her funds.

We called Ms. ***** on December 4, 2014 to explain why the block initiated on her account, and apologized for the inconvenience of while waiting for the hold to be removed. Ms. ***** has our direct contact information if she has any further questions.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend, a TSYS Company

1/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called to have an unauthorized charge removed from my account and the customer service rep did handle it and said if the charge still shows up to call back and they will remove the charge again. The Rep cancelled my card so that no more charges would be processed. The next day another charge was posted and I called Netspend to have it removed and now they are saying they can't remove the charge and that I have to submit to them in my handwriting a letter ask for the charges to be removed. Not good. How or why should I have to go through that when Netspend should not have let the charges go through after they cancelled my card.

Desired Settlement: refund

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. She states an unauthorized charge was to be removed from her account and she should not have to submit a letter for her dispute claim.

Pending transactions can only be fully stopped by the merchant that submitted them. If we remove a pending transaction from an account, but it was not also stopped by the merchant, it is able to repost to the account regardless of card status.

On December 16th, Ms. ****** contacted customer service in regards to an unauthorized transaction on her account. Her card was deactivated on that same day. The transaction was released and the merchant collected the funds on December 18th. Ms. ****** was advised to submit a letter for her claim to assist with the dispute process. Although a written letter is not required, it does aid in NetSpend’s process of attempting to recover the funds from the merchant. NetSpend works to complete all investigations of unauthorized charges within ten business days. If we cannot complete the investigation during that time, we may provide a temporary credit to the account, but only if we received a written letter from the customer. If no written statement is received by the 10th business day, we will still investigate Ms. ******’s claim, but we may not provide a credit until the merchant responds to our request.

We attempted to reach Ms. ****** by phone and email but we were unsuccessful. We apologize for the frustration caused by the dispute process. Ms. ****** has our direct contact information if she has further questions or concerns.

Thank you,

****** ********
Customer Response Team

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

******* ******

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. She states that an unauthorized charge was to be removed from her account, and is requesting a reimbursement.

We certainly apologize for any misinformation that our customer service representative provided to Ms. ****** concerning the refund of the transaction in question that initiated on her account. I can review the recorded call that took place during the time she contacted us. We will be sure to provide any feedback to the customer service representative if any misinformation was provided.

Ms. ****** has been assisted with creating a disputes claim so that we can attempt to retrieve the funds for her. I’ve advised that she send a letter providing additional detail of the unauthorized transaction that posted to her account. Although a written letter is not required, it does aid in attempting to recover the funds from the merchant. NetSpend works to complete all investigations of unauthorized charges within ten business days. If we cannot complete the investigation during that time, we may provide a temporary credit to the account, but only if we received a written letter from our cardholder. If a written statement is not received by the 10th business day, the disputes claim will be resolved within 45 days from the disputes claim creation date.

We hope that this response clarifies the concerns that Ms. ****** has regarding the unauthorized charge, in addition to our disputes process. She has our direct contact information if she has further questions or concerns.

Thank you,

****** ********
Customer Response Team

1/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: they lied on 3 seperate occasions when i tried to open up a new account.they stole 80 dollars from me!! I had been with net spend for a number of years and had opened up many different accounts.Well 1 day i went to put money on the card and they told me i would have to contact cs,when i did they had said i have a 80 dollar balance.Wasnt sure how i got it,was gonna dispute it than i was told a person can have 3 accounts at the same time and i can open another account.So my question(i had called them 3 times to make sure-bad time of year)was if i do would i have to pay the 80 first?3 different cs people told me its up to me to pay it.I can open another account and the only way the 80 could be taken out is if i authorize it....Welllll of course they took the 80 out the second i opened the other account.This is STEALING.When i tried to call them they said its part of the agreement?????wait,what??When i told them what the reps said they said sorry and they would look into it.*****(the one handling the complaint)said she would listen to the conversations and if its what i said they would credit it back to me the same day.Last Monday??This is thievery!

Desired Settlement: I want an apology and my 80 dollars back like ***** said!!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. Mr. ****** states that he opened a new account, and funds were recovered from the new account to pay a previous negative account balance on his existing account. He requests for his funds to be credited.

Upon further review, Mr. ******’s matter was escalated to our management team, and funds were credited to his account. We regret any inconvenience Mr. ****** has experienced. An email notification was sent to Mr. ****** informing him of the update. He has our contact information should he have any additional questions or concerns.


Thank you,

***** ********
Corporate Customer Response Team
NetSpend, A TSYS Company

1/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My son and I went on their website to order prepaid credit card. And their website said our address was incorrect. So I called and gave the company my address and my personal information. I was told to call back because my son needed to order his own. When I called back three hours later with my son who arrived in from work. I was told that I could not order my card through the phone and I would have to go back on line or to a store. This is a case of identify theft.

Desired Settlement: The employee who took my information should be charged a fine. As well as the company for false advertising and employee misconduct. And we should be compensate..

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********** *******. Ms. ******* states the difficulty she underwent while ordering a NetSpend card, and is seeking compensation for her inconvenience.

On January 5, 2015 we called and emailed Ms. ******* to gain more information on the error she received for the online card order. We are required by federal laws, specifically the Anti-Money Laundering and Bank Secrecy Acts, to collect verifiable information to identify all of our cardholders. This includes gathering the physical address while approving the account. Once the account is approved our cardholder can add a ship to address. Then the card can be mailed to a PO Box.

We can certainly assist Ms. ******* and her son with a card order, but we have not had the opportunity to speak with them as of yet. Ms. ******* has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Im unemployed and almost 7 months pregnant and recently filed a dispute for sprint and redbox taking money without my permission. every time I call customer service theyre horrible not one time have I been satisified. arguing with supervisor to request a card I ask for a credit until the dispute is finished... No ! can you order me a card? no! I mean customer service truly truly sincerely is horrible. im crying on the phone in desperate need and left with 2 bucks to my name pregnant with very limited income and I cannot even get a decent person to help me. Supervisors have disconnected on me multiple times because I refuse to get off the phone without a resolution. I just want a card and credit. I promise after almost 2 years I will stop my direct deposits and never look back to do business with you guys...

Desired Settlement: credit issued --- provisional

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* **********. Ms. ********** is dissatisfied with our service and would like to receive provisional credit for unauthorized transactions made on her account.

On January 05, 2015, I spoke to Ms. ********** and addressed her concerns. Her dispute is under an initial investigation which takes 10 business days to perform. At the end of this timeframe, we will immediately notify Ms. ********** on how her claim will proceed, and if a provisional credit can be issued.

We regret any inconvenience that Ms. ********** has experienced. We understand that the dispute process can take some time, but we can assure that we will do everything we can to assist Ms. ********** with getting her funds returned. If she has any further questions, Ms. ********** can contact me at the information I’ve provided.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Netspend made a authorization payment for a order I placed online that cheated me out of 68 dollars. On December 29, 2014 I made a 133 dollar purchase online from amazon. Netspend paid them 65 dollars from my account and kept 68 dollars from the amazon bill. The 68 dollars missing from my account does not show up on my statement from netspend. Like a ghost my 68 dollars vanished without a trace. An online amazon agent said it was an authorization netspend will send the money after the order ships.

Desired Settlement: A 68 dollar refund taken as some type of authorization payment by netspend.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. Ms. ******* states she is missing $68.00 after she placed an order with Amazon. She has requested a refund reflecting the amount.

I spoke to Ms. ******* on January 13, 2015 and addressed her concerns. We will be sending her an account history reflecting the transactions for her records. Ms. ******* stated she was satisfied with the resolution provided.

We regret any inconvenience that Ms. ******* has experienced. We appreciate the opprotunity to speak with her directly. Ms. ******* has our contact information if she has any further questions.


Thank you,

****** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******** *******

1/13/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On,January 5 2015, I uploaded $300.00 on a Netspend Pre-Paid Debit Card ending in****. I called to activate the card so i can use it and i was giving an acct#*********** and was told that I had to fax more information to verify my identity. I then ask the customer service rep what they needed and she told me to fax over my id or drivers liscense and my social security card. I complied with their request and sent said information. Later that night I was then told that I needed another piece of information to verify my address. I also complied with that request. I recieved an email on 1/6/2015 stating that the information I sent sent was not good enough. Now it is 1/7/2015 and I still can't use the $300 that I loaded on the card. I was told that I could only use it at a store and that I can't withdraw the money. I ask the customer service rep to just close the account and she said it would take up to 20 days to receive a refund. I am not not satified with this and I want my money back the same way it was giving to them in a timely fashion. I have all email transmissions where I have sent countless of my personal information to them for them to say that they need more. I just want my money back so I dont have to deal with them again.

Desired Settlement: I need to be able to withdraw my money off the card and close this account. I would like my money within 2 to 3 business day. I can not wait the 20 days.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *********. Mr. ********* mentions having to fax in identity documents to activate a NetSpend to which $300 was uploaded.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

On January 5, 2015 our system prompted Mr. ******** to send in documents to validate his account before activating his card. This included his social security number, state issued photo ID, and proof of address. On January 7th we received the proper documents to validate the account and activate his card. On that day Mr. ******** gained access to his funds. When we spoke with Mr. ********* on January 12th, he informed us that he wanted the account closed. We complied with his request.

NetSpend regrets any inconvenience that Mr. ********* experienced while activating his card. Should he have any additional questions or concerns, he can contact us at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******* *********

1/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ********* ******. I had a netspend account with direct deposit. Long story short, my account was blocked. I was told I needed to send a copy of my I.D, social and a statement. For starters who asks anyone to email or fax a copy of there social security card. Needless to say I faxed my social 3 times, a government letter, student loan statement and my I.D. With all that I was told that my identity couldn't be verified. At this point still not able to use my card. After speaking to 6 or more reps, the fraud department, and requested to speak to 3 supervisors(whom I never spoke with because the hold time is ridiculous). The restriction was finally lifted off my account Sunday night. I paid my cell phone bill $144.52 and go to Walmart and spent $43. On 12/8/14, I go get a money order for $928. I receive a text stating something is wrong with my account. I call, and I'm being told my account was CLOSED because it has been compromised, there's been suspicious activity and my identity couldn't be verified. Ive authenticated my account when I call in, provided the documents that was requested. And you mean to tell me my account was closed because I chose to get a money order, go to Walmart, and pay my cell phone bill. I receive unnecessary emails, and text messages about a survey but no one could call, email, or text to confirm if those transactions were mine. Then I was told my funds would be sent back to my employer. Unbelievable..I'm no longer concerned about reactivating my account. My concern is because of this I had to pay an additional $70 in late fees on my rent and being without any money until I receive my funds back or get paid first, which ever comes first. To me that's unacceptable, when I have the funds available. On 12/15, I was told they're system shows my employer should have my funds on 12/16. On 12/16, I call them back they said you need to get with you're employer because we show they have the funds. I emailed my HR department they said they would look into and get back to me. Today, 12/17. I received an email from my HR stating they haven't received no notification nor have the received my funds. They said if it was sent, we would have already received it.

Desired Settlement: I would like to be compensated for the $70 in late fees I received on my rent, and be compensated for not having any funds until my next pay check.

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ********* ******. She mentioned her account was blocked and she was prevented from accessing her funds. She also mentioned that despite sending her identity verification documents, her account was still restricted, then subsequently closed without warning.

We have spoken to Ms. ****** and informed her the reason for the blocks and the subsequent account closure. We have returned the balance in her account in the form of a refund check to the address on file for her account and she should receive it within the next 10-20 days. We also provided our direct contact information should she experience any trouble receiving the refund.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because: the issue is not resolved. I tried to call and check the status of my refund and nobody could pull up my account.
 Evidently my address has been changed from what I changed it to at the beginning of December. Nobody could assist me. I spoke to someone Dec 22, was assured the issue was fixed. Its now Jan 5, and I'm still dealing with this.

Regards,

********* ******

Business Response: To Whom It May Concern:


We received complaint #******** filed with your office by ********* ******. She mentions that her account was blocked, and she was prevented from accessing her funds.

We spoke with Ms. ****** and have informed her of the reason that the blocks and the subsequent account closure initiated on her account. We also informed Ms. ****** that she will receive a refund check with the remaining balance of her account within the next 10-20 days. She has my contact information in case she has additional questions or concerns.

Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a netspend prepaid card on 12/19/2014 (yesterday) at a Walmart location and I still have the receipt for this transaction. Upon trying to activate my card online I said " We're sorry, there is a problem with your account." so we called customer service and have had MANY different answers as to why and not ONE CSR can explain what is going on. It is Christmas time and this is hurting my family. I have talked to over 10 CSRs and still cant get a reason as to why this card can't be activated. I was told it would be put on "limited use" status. When I tried to use the card for a 13.00 purchase it was denied. This is not the way customers should be treated and is very unprofessional in every way.

Desired Settlement: I want this fixed within 24 hours.

Business Response: To Whom It May Concern:
We received complaint # ******** filed with your office by ******* ******. He stated that he was not able to process an activation of his account. He is requesting that his account be activated immediately.

We were able to speak with Mr. ****** about on December 23, 2014. We advised that the account he recently purchased could not be activated due to a balance owed on a previous NetSpend account. We advised that we would not be able to approve the new account until the balance has been recovered.

As alternative to access the funds he has agreed to set his account to Limited Use. This will allow him to have access to the funds by make debit or credit transactions (in-store only).

We sincerely apologize for any inconvenience this may have caused Mr. ******. He has my contact information should he have any additional questions.


Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: They could not give me any information about any amount previously owed to them.
I have no knowledge of any other account and would like verification of this account. 

Regards,

******* ******

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******.  Mr. ****** states that he was not provided information about a balance owed on a previous NetSpend Account. 

We were able to speak with Mr. ****** on December 23, 2014. During our conversation we were able to review the transactions that caused the negative balance on his previous account. As a courtesy we were able to supply Mr. ****** with a copy of the transaction history via email. We also sent a hardcopy to his current home address. This can take up to 7-10 business days to arrive.

Mr. ****** has since been able to utilize the funds that were originally loaded onto his NetSpend account. We sincerely apologize for any inconvenience this may have caused Mr. ******. He has my contact information should he have any additional questions.  


Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

1/13/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I am currently an employee at Macys who pay me through a direct paycard c/o Skylight aka Netspend. Skylight refuses to release MY hard earned money unless I fax over a copy of my ID and social security card! As every customer service rep I have dealt with have been extremely rude and of poor character (refused to connect me with a supervisor, raising voices, etc!) I certainly do not want just anyone to have my information! Also, Macy's had enough of my information to hire and pay me, what gives Skylight the right to decide I shouldn't have access to my money?

Desired Settlement: I want Skylight to immediately release my funds. If not, they should send a check to my home address within one week!

Business Response: To whom it may concern:

We have received a complaint on case # ******** filed by ****** ******** for a Skylight Pay Card. He mentions his account is blocked due to requested documents that he will not send. He cannot access the funds on the card.

NetSpend / Skylight must be compliant with AML (Anti-Money Laundering) and BSA (Bank Secrecy Act) laws. These laws require that we verify ID for all of our customers. We comply with these laws through our CIP process. In 2001, the USA PATRIOT Act added provisions to BSA requiring financial institutions to:

? Verify the identity of each person seeking to open an account
? Maintain records of the info used to verify the person’s identity, including name, address, and other identifying information


We verify this information in a third party database. When Mr. ******** initially provided the information for the account on November 21, 2014, it did not verify by standard methods. We required him to email or fax his state or government issued ID that matched the address on his account, in addition to a copy of his Social Security Card. He was given a 30 day grace period to provide the requested documentation. After that grace period ended, Mr. ********* account automatically blocked on December 22, 2014. His next direct deposit from his employer was rejected and sent back to them on December 28th.

On December 29th we spoke with Mr. ********, and he informed us that he does not have his SSN card. We closed his account, and mailed him a check for the remaining funds on January 2, 2015. Should he have any further questions, Mr. ******** can contact us at the information I’ve provided.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought and purchased a Netspend card loaded it with funds on THERE WEBSITE the went to Amazon to buy some gifts within seconds my money was gone I signed back into Netspend and saw two bogus charges pending I contacted them right away and they said there was nothing they could do because it was pending. Here I am the cardholder telling you not to pay them that I didn't make the transaction and they did NOTHING. They told me to file a claim. Now I have to wait for them to settle this dispute EVEN THO I contacted them within an hour of all this. Why should I have to wait for my money when I contacted you the minute this happened and told you not to pay. They have to investigate I goggled these bogus companies and there not even listed if I could do that in 5 mins why do I have to wait ten days. I think they give you the run around so you get pissed and say forget it, but I am not I will call and e-mail them everyday..... and on another note is seems funny that I was phised right after I activated my card on there site!!!!! Save your money go with the FREE American Express

Desired Settlement: I want a full refund if have they had listened to me when I contacted them we wouldn't have this problem and I kept all the conversations between us if you would like me to post them!!!!!

Business Response: To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** **********. Mr. ********** states he has experienced a difficult time trying to retrieve his funds due to unauthorized transactions made on his account.
 
Mr. ********** opened a dispute claim from our website on December 15th. After the initial investigation of his claim, our records show that the unauthorized transactions were refunded back on December 30th.  Mr. ********** has been in communication via email with our Customer Service Team about the outcome and they have ordered him a new NetSpend Card.
 
NetSpend regrets to hear about the problems Mr. ********** has experienced with our service. Mr. ********** has our contact information should he have further questions.
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a netspend card and got the protection just in case my card was stolen, which is was right after my first direct deposit. I filed a complaint immediately while the transactions were being made on my account. Three times netspend said they would refund my account and still haven't. This happened 12/6/14 and I have only seen $10 go back into my account. I am not happy and sorely disappointed in this company and the way they handle these situations. I will be canceling my direct deposit and my card.

Desired Settlement: I just want the money that was stolen off my card put right back on there. I have never had this happen to where in the past a bank was not able to catch the thieves and/or reimburse me immediately. My kids are going without a Christmas because the lack of caring of this organization.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Ms. **** states that her card was stolen and used for transactions. She wants her money refunded.

On December 5, 2014 Ms. **** called to report the card stolen. We blocked the card and ordered a replacement. The transactions that occurred on that day before the call were pending and could not be disputed in our system. The merchants collected the funds on the 6th and 7th. She called to initiate the dispute on December 9th. We requested a dispute letter and told her the claims would be update in ten business days, December 23rd. On the tenth day we paid out one claim and sent letters on the two other claims asking for additional information. We reminded her again on December 31st, that we still have not received the requested information.

NetSpend understands the dispute process is a lengthy one and we appreciate Ms. ****’s patience while we attempt to retrieve her funds. She has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They deactivated my card when I was asking a question the rep said share apaulogized about it. I have had nothing but trouble from them they won't transfer my money to another card because they placed a block a rep asked for all my personal info which should never be given out they kept blocking my card for too many transactions in October and December which they charge every time and wont refung that money they charge me close to 100 dollars in overdraft fees. A month when its supposed to be only 15.00 dollars they have ruined our Christmas not sure how I'm going to explain why there are no higts for thrm

Desired Settlement: An apaulogy and refund of everythinh

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. Ms. ********* states that her card was blocked and she could not transfer to another card. She also mentions being charged overdraft fees that reduced the funds she had available on the card.

On December 19, 2014 we blocked Ms. *********’s card due to a report of unauthorized use. We ordered her a replacement card. She received and activated one of the replacement cards on December 24th.

As a protection to our cardholder’s the card to card transfer feature is blocked unless they request to use it. At that time we request additional security verification. That could include verbal questions or sending identity documents to our Risk Team.

We spoke with Ms. ********* on December 30th and assisted with initiating the dispute for defective product she received from the merchant. We requested for her to send a letter explaining the reason for the dispute. We will update the claim in ten business days, January 14, 2015.

NetSpend understands the dispute process is a lengthy one and we appreciate Ms. *********’s patience while we attempt to retrieve her funds. She has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am contacting someone in regards to my netspend account. I filed a dispute with this company for a payment made to r.c auto credit for $200.00. The dispute started around december 10. The first customer service rep that set my dispute did not tell me that they would have to block my account. A supervisor by the name of ***** in the phillippines also told me he is with a outsourcing company working for netspend did not left the block off my account per my request. The dispute started on 12/18 which the supervisor ***** informed me when they delayed the process of my dispute which should have started on 10/11.I have spoken with over 4 supervisors about the issue.Netspend has all my funds in a blocked account a total of 433.00 and change.All the supervisor told me their is a dept that handles these blocks and the request had not be set do to a lack of responsiblites from the supervisors i have talken to over seas through these out sourcing companies working for netspend. I have not yet received funds and I will be seeking out a lawyer as soon as possible

Desired Settlement: I just want my funds to be available to me which netspend has promise to give back to me because of a outsourcing company for netspend not doing their job. This is because of a dispute that netspend company can not seem to resolve.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Mr. ***** states a block was placed on his account as a result of filing a dispute. He requests to have his funds available.

As mentioned in his complaint, Mr. ***** contacted us to file a dispute for an unauthorized transaction on his account. Due to company policy, we placed a block on his card to prevent any future unauthorized transactions. Mr. ***** has been in contact with our corporate team and a new card was ordered and his funds were made available.

The investigation of his dispute is still ongoing and is set to be finalized on February 02, 2015. We will immediately notify Mr. ***** once we receive any updates on his claim.

We regret any inconvenience that Mr. ***** experienced while his account was temporary blocked. I tried contacting him by phone and email to help address his concerns, but unfortunately I was not able to speak to him. I’ve provided my direct contact information on his voicemail. He may contact me, should he have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought my NetSpend prepaid debit card from Walmart on December. I decided to call NetSpend's number in order to activate my account. I gave my information to the customer service representative who assisted me. He told me I was going to get an e-mail with my PIN number. It's been over a week and I haven't received the e-mail he told me I was going to get. I decided to call again today to see what was going on. I was connected to Ana a customer representative from NetSpend. She had to correct some information that I don't know how it was wrong on my account. After she was done making the necessary corrections she told me to hang up and call the customer service number again. I followed her instructions and once again I was connected to another customer service representative. I didn't quite get his name. He had to once again activate my account (for the third) time. Afterwards he transferred my call to their automatic PIN set up system. I tried setting up my PIN three times, after the third time my call was transferred to another customer representative and I was connected to ***** a customer representative from NetSpend. She went through my information to make sure it was correct. I patiently explained to her all the trouble I was going through trying to set up a PIN number, she placed me on hold and then she told me I would receive an e-mail with my PIN number. Once again I haven't received an e-mail with my PIN number and it's been a hassle. I was sort of affirmed that I wouldn't be charged .50 cents for the calls I had to make in order to try to have my debit card activated. I hope that’s true, I don’t think it’s my fault that NetSpend has a lousy customer service system. I tried to resolve the issue with Walmart customer service, they told me to call NetSpend because they don't provide refunds for prepaid debit cards.

Desired Settlement: I would like to receive the 3.95 dollars for the NetSpend prepaid debit card and the 59.00 dollar deposit I used on my NetSpend prepaid debit card. I would also want to have my account along with all my personal information deleted. This has been the worst customer service situation I've ever experienced.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****-******. Mr. *****-****** states he has experienced problems resetting his PIN. He’s requesting to be reimbursed for a $3.95 fee, and his account to be closed.

On December 19, 2014, our customer service representatives attempted to assist Mr. *****-****** with resetting his PIN number. A PIN was emailed to his address on file. Mr. *****-****** may certainly contact us so that we can further assist him with resetting his PIN.

We regret any inconvenience that Mr. *****-****** has went through in efforts to reset his PIN. As courtesy, I have credited the card fee to his account. For security reasons, we must speak to him before closing his account. I tried contacting him by phone and email to help address his concerns, but unfortunately I was not able to speak to him. I’ve provided my direct contact information on his voicemail. He may contact me, should he have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Reload Pack on November 23rd 2014 from Walgreens in ******, PA for $250 with a $3.95 fee so the total was $253.95. I then went ahead and created a Netspend account and signed up for the Netspend debit card that you guys are currently sending out to me. When I went and scratched off the numbers in the back of the Reload Pack, they're not visible so I can't add the card to my account to use for when my debit card gets shipped to my address. I've e-mailed you guys pictures of the front and back of the card as well as the receipt and this issue has not been resolved yet. I will include ANOTHER picture of the back of the card, the front of the card, the receipt AND a picture of my Netspend account with $0 in it to show you that I can't add the reload pack to my account since I can't see the numbers. Please please please, I need a refund on this and Walgreens will not help me at all. Can you please help me??? The holiday season is here and I have no money to purchase presents for my family now. ****** ****** **** ******* **** ******* ******* ** *****

Desired Settlement: I want a refund of $250 which is for how much I put on the Reload Pack. I don't even care about the $3 fee. I just want my $250 back and I've been going back and forth with them for over a month now with no solution at all.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that he purchased a reload pack and was unable to redeem it to his new NetSpend card.

On December 30, 2014 we spoke with Mr. ****** and explained that our Risk Department was trying to reach him concerning the reload pack. Once our Risk Department was able to contact and validate information for Mr. ******, the funds were loaded to his card.

NetSpend regrets any inconvenience that Mr. Ridier has faced while attempting to retrieve the funds for his reload pack. Mr. ****** has been provided with our contact information should he have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a dispute going with this company and my card was misused by someone so i reported that the company told me i would be able to use my card on Dec,8th i called to get an update like the company told me. I found out that my account got closed. The company said i lost my dispute and im not eligible for my credit which i find to be wrong because the company told me the bank approved it. This situation is costing me my family and it could leave me homeless. This is all the money i had saved up. I worked hard for this money and i just want my money back and i dont ever want to deal with this company again. I would like to thank the company for messing up my son xmas. Please help me to get my money back befor xmas.

Desired Settlement: Please help me get my money back that was about $3,000. The company has a responsibility of getting my money back.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Mr. **** states that someone misused his NetSpend card, and is requesting to be refunded for the transactions made.

On November 17, 2014 Mr. **** called to dispute transactions that occurred nine days prior. Our customer service informed him that the claim would be updated within twenty business days since his account was new. Our Disputes Department closed the disputes claim on December 9th with no error found on the transactions that were disputed. A letter explaining the resolution for Mr. ****’s claim was mailed to the address that we have on file for him. We spoke with Mr. **** on December 15th and informed him of the results of his disputes claim, and account status.

NetSpend regrets any inconvenience that Mr. **** has faced while attempting to retrieve the funds in question. Mr. **** has been provided with our contact information should he have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
My card was misused regardless to the fact of this being a new account. I did not authorize the transactions so i feel that it is unfair for me not to be accomidated. Also the company told me that they would get me my money back and now there was no error.  I dont have to deal with the company anymore but i do deserve my money back.  This situation has cost me my family this is all the money i had saved
Regards,

******* ****

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* ****. Mr. **** states that his card was misused regardless of it being a new account. He wants his money refunded to him.

As we stated in our previous response the dispute claim was closed on December 9, 2014 with no error found. A letter explaining the resolution for Mr. ****’s claim was mailed to the address that we have on file for him. No funds were recovered.

NetSpend regrets any inconvenience that Mr. **** has faced while attempting to retrieve the funds in question. Mr. **** has been provided with our contact information should he have any further questions or concerns. The address to send written requests is in the dispute letter mailed to him.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 12/04/2014, my bank account with Netspend Corporation was charged, and drafted for $96.70 for what they say is for an overdraft dated May 30, 2012. No month and date has been given. I have requested validation of this debt according to the authority under 15 USC 1692e and 15 USCf in this alleged matter. No proof of authorization has been provided to me. The only response i have received is an email that says, and I quote: "We will be glad to send you a copy of your transaction history; unfortunately, we can only send transaction history that covers up to one year." End of quote. If this is the case, Netspend Corporation is unable to validate the bogus bank charge of $96.70 withdrawn from my bank account. I want to file a formal complaint for the missing funds from my bank account.

Desired Settlement: An immediate refund of the missing funds to my bank account. *** ****** 12/10/2014

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *** ******. Mr. ****** mentions that his bank account was charged $96.70 because of an overdraft from May 30, 2012.

We contacted Mr. ****** on December 17, 2014 to explain that funds were recovered in the amount of $96.70 to settle a negative balance from another NetSpend account. We’ve emailed Mr. ****** the account history, showing his account transactions and balances from May 2012. The terms and conditions of our card explain that our cardholder is responsible for their card balance, and we can recover negative balances from other accounts when necessary.

We regret any inconvenience that Mr. ****** has faced after learning that funds were recovered to settle a negative balance. If Mr. ****** has any additional questions, he can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: The information provided to me by Mr ***** ******** of Netspend is bogus.  The attachments were obviously cut and paste to fit his wishes. The attachments ware bank statements from over two years ago.  There are visible double lines, broken lines and smears that only comes from cutting and pasting paper.  The money taken from my account still has not been validated.  I am requesting the funds to be returned immediately. 

Regards,

*** ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by *** ******. Mr. ****** states the account statements appear to be tampered with so he is rejecting the response.

As stated in our previous response the account history shows transactions that caused the negative balance on Mr. ******’ account in 2012. Mr. ****** feels the PDF files that were mailed to him are tampered documents. We requested the history be mailed to his address. If Mr. ****** has any additional questions, he can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:  If the electronic mail sent to me is viewed, it will be immediately suspected of tampering.

Regards,

*** ******

1/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: my account in question is dealing with having direct deposit with in the account which i set up promptly to have the $5.00 a month plan as soon as $500.00 going in each month and have no fees to pay each time i swipe my card. i called on Saturday afternoon 1/4/2015 spoke with an individual who assured me that i was on the premier plan however he is stating that i had to call and request the fee change plan. there is no where in the paperwork that it says that i as a customer have to call and request a fee change plan. This complaint also borders on false advertising due to the nature of this complaint i also asked for a supervisor which was immediately redirected and refused all i got was excuses i felt disrespected as a customer and am wanting this to be resolved asap the seemed to always have an excuse and an apology constant holds and excuses to avoid a supervisor.

Desired Settlement: there are $60.00 in payment fees that should never have been charged as i was told i was automatically placed in the premier plan with the direct deposits of $500+ a month there is no where in the paperwork stating i have to make a call and change the fee plan it should have been automatic if i had the deposits i am respectfully requesting and demanding an immediate refund of the $60 to settle this the because of this the extra charges are fraudulent.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. He states he had issues with his monthly fee plan and was charged for each transaction.

I spoke with him on January 9th, 2015 and assisted with resolving his concern. We apologize for any confusion concerning his account, and we appreciate the opportunity to speak with him directly.

Thank you,


****** ********
Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. Thank you for so quickly resolving the issue. 

Regards,

******* ********

1/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called and spoke with ***** the customer service representative on Jan. 2, 2015 to figure out where my social security check that is direct deposited monthly was located since I still had not received it. After giving my information was was put on hold for a short while until ***** came back on the line and said that my check was pending for my account as of the 26th of Dec. and that it should have been put into my account. She said she would follow up with an email to the appropriate departments to get my check taken care of since she said it was a mistake by the company. She told me it would take around two hours for a "higher -up" to contact me. I waited two hours and called back since I was not contacted back. I gave my information and story again and was disconnected twice and had to start over twice with multiple customer service representatives. I eventually was able to speak with a supervisor that stated that my check was sent back to social security on the 29th of Dec. after being pending since the 26th of Dec. No one contacted me or anything about it. The reason that was stated to me was that my direct deposit did not match the name on the account. I am authorized user on the account, but I have never had a card in my name since it was a family account. (My father, sister and mother had cards with their names on it; that was the limit. ) I have had my check direct deposited into this account since late 2011/ early 2012. (I am unsure of the exact date) , and our family has had this account for more than 10 years. I was told that my checks should never have been deposited in the account since I was not a primary card holder to the account. I explained to her that my checks have been direct deposited into that account for more than two years and I need my check to pay bills immediately Because the company has sent back my check to social security treasury I have been unable to pay my bills on time and still have not received my check as of today. Also, I requested to make a complaint with the supervisor and she said she would take my information to email the information to me , and that email has not happened yet. The company stated they could do nothing for me.

Desired Settlement: I would like an apology at the least , but their mistake has made me pay late fees and had to borrow money from family just to live.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. She stated that her deposit was not able to post to her account. She is requesting an explanation of the issue that prevented the funds from posting.

On January 08, 2015 we were able to speak with Ms. ****** about the status of her direct deposit. We informed her that the deposit has been returned to the Social Security Administration because she was not listed as a primary or secondary user on the account. It can take up to 6 business days for funds to be returned to the originator.

We sincerely apologize for any inconvenience this may have caused Ms. ******. She has my contact information should she have any additional questions.  

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** ******

1/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 29, 2014, $500 dollars was taken out of my social security deposit with Netspend in error. I filed a dispute. I won the dispute and they agree that they would credit my account back on December 29, 2014 with a provisional credit until the transaction was reversed. That never happen nor have I been refunded my money, I made repeated phone calls and spoke with repeated supervisors only to be given the run around.

Desired Settlement: I need my refund on my account with them ASAP. I am facing eviction because of this and their representatives don't seem to care.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. Ms. ****** is requesting to be reimbursed her disputed transaction.

On December 29, 2014 Capital One Auto charged Ms. ******’s account $500.00 and she disputed the transaction. Her disputes claim was closed the same day in her favor, and a payout for the disputed amount was reimbursed on December 31st.

NetSpend regrets any inconvenience Ms. ****** experienced while waiting for her disputes claim to finalize. She has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS CompanyTell us why here...

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I like it noted that Netspend is very slow and insensitive to customers when regarding what they go thru to just get a refund.

Regards,

**** ******

1/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a gift card in the amount $100. But then had to go online to actually activate. Did everything as asked then told there was an error and to contact customer services. Did so and their responding email wanted a copy of my ss# and drivers liscene. I told them no way was I emailing them that onfo. Unacceptable to even request that. I even emailed the receipt from purchase and picture of the card. They still said there was nothing could be done. The barcode on the receipt and the package the card came in matched. That should be more than enough info to do whatever they have to do so I can use my card. Alls I want is for the card to activate and my gift doesn't go to waste because obviously if I can't use it the $100 gift to me will just sit there.

Desired Settlement: Alls I want is for the card to activate and my gift doesn't go to waste because obviously if I can't use it the $100 gift to me will just sit there. Or a complete refund including the 3.95 fee charged at the regisyer.

Business Response: Thursday, December 8, 2015

To Whom It May Concern:

We received a complaint # ******** filed with your office by ****** ****.  She states she received a Visa gift card, and did not understand why she had to provide her personal information to activate her card.

All Netspend products are prepaid debit cards rather than gift cards. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. This is also stated in our prepaid card packaging.  NetSpend is compliant with the laws concerning the prepaid debit card.

On January 07, 2015 we assisted Ms. ****, and explained the prepaid card functionalities. Ms. **** now understands why we requested the documents to activate the card, and provided us with the information we needed to activate her account. We regret that our card was mistaken for a gift card.  Should Ms. **** have any additional questions, she has our contact information. 

Thank you,

***** ****
Customer Response Team Analyst
NetSpend Corporation

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.
I still find it unacceptable to email or fax personal info in this manner. 

Regards,

****** ****

1/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: NetSpend's policy agreement is deceptive as it does not specifically let the consumer know that you must release your Social Security Number before the prepaid card can be activated. It is clear, although the consumer is not applying for credit, NetSpend wants as much personal information from you, not only for themselves but others to share it for marketing purposes. The consumer puts cash money on a prepaid card and NetSpend says they have to have your Social Security Number before they can activate it. I will NEVER purchase one of these cards again and advise others not do it either.

Desired Settlement: To let the consumer know, up front, that the Social Security Number is required to activate the card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** mentions having to release the social security number (SSN) in order to activate the NetSpend card.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

On January 7, 2015 we spoke with Ms. ****** and explained that our card packaging informs the consumer that identifying information will be required. She recommended that the card packaging specifically state SSN is required.

NetSpend appreciates the feedback offered by Ms. ******. We regret any inconvenience that she experienced while attempting to activate the card. If Ms. ****** has any further questions, she can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS CompanyTell us why here...

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******** ******

1/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On December 13th, I received a text notification from Netspend stating that an unauthorized charge from AmazonPrime Membership in the amount of $107.17 hit my account. I immediately called and spoke to a customer service rep. I explained to her that I am not an Amazon member and that I don't even have an account with them. The CSR gave me no problems in reversing the charge, cancelling the secondary card it was charged to and crediting me back my funds. Well, the following morning, I receive another text notification that the $107.17 hit my account, again. I immediately call back and spoke to a different CSR and this time, she would not immediately credit my account. She told me that I should call Amazon and see if they will cancel the charge. I knew that wouldnt help but I went ahead and called AmazonPrime. Because I do not have an Amazon account, they could not help me. They cannot search by card #'s. Frustrated, I called Netpsend, AGAIN and this time I was told I needed to file a dispute and before any credit could be applied to my account, I would have to email a detailed letter to Netspend. I said fine and hung up. Shortly after, I received an email saying that if I want the "temp credit" that I need to include specific information. I sent the email with all of the requested information the following day, December 15th. I called Netspend to confirm they received the email and to asked about my credit and this time, they tell me that I have to wait up to 21 days to get my credit. Are you serious?!?!?!?! I calmly explained to them my previous calls with other CSRs and that I was a single mother and it was a week before Christmas. I had $44 in my account and tried to explain to them that the $107.17 is needed. He didnt't care. He kept putting me on hold "Reviewing my account" and kept saying that I had to wait until Amazon responded, which is up to 21 days. I have called numerous times since and no one has helped me. I understand companies have to research disputes to ensure they dont lose money. However, most banks will give you temporary credit. I have been a faithful customer of Netpsend since 2011 and this is the only time I have filed a dispute. Their unwillingness to help me, during the christmas holidays, shows their poor compassion and carelessness to their customers.

Desired Settlement: I would like to have the $107.17 immediately credited to my account for the unauthorized charge.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ***. Ms. *** mentions that an unauthorized transaction occurred on her account, and is requesting to be refunded.

On December 14, 2014 Amazon Prime Membership collected $107.17 from the secondary’s card on Ms. ***’s account. She disputed the transaction the next day, and we informed her that an update on her disputes claim would be provided in ten business days, December 30th.

We understand that disputing a charge is a lengthy process, and we appreciate Ms. ***’s patience while we worked to resolve her claim. If she has any further questions, I’ve provided Ms. *** with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The problem that I had with this company was that I purchased a card under the company's name for $75 and I was unable to activate it for about a year and a half. I then proceeded to call the company multiple times to try to activate said card but was unable to reach the customer service in order to activate this card. For the past 15 days we've been trying to activate the card under our name but the information for the card would never match up. When we finally got through to the company we were told that only a small percentage of what money that had been put in to the card to be returned back to us due to an activation fee or a maintenance fee charged every month of six dollars. The reason for this complaint is that the card was unable to be activated so what was the point of being charged under the claim that the card was inactive. The company then went on saying that if the card had any transactions on it all of the charges for the past year would be refunded right away, however if the card was never activated how are any transactions to be made? The company finally said that the card was to be only purchased by those 18 and above yet the packaging and the cashier at the store which the purchase was made did not ask for any identification from a minor. Another concern that we had was that the card was put in the same section as Visa gift cards are placed made which made me think that we were purchasing a gift card rather than a revolving Visa debit. Cards such as this required the expectations to be 18 and older a street address two forms of identification of residence and the Social Security number of the card holder.

Desired Settlement: Desired outcome that we want from this company is to get a refund for the full price of $75 from Netspend due to the concept that the activation concerns were not our fault.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Mr. ***** is requesting to be reimbursed for $75. He mentions having difficulty activating his card, and being unaware of the age requirement of 18 in order to use the NetSpend card.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card. The card package displays that the person activating the card must be least 18 years of age under the activation instructions.

The card was purchased on April 1, 2014. The purchase price was $4.95, and $70 was the amount loaded to the card for use. At the time that activation was attempted on April 1st, NetSpend requested for the aforementioned documents to be sent from Mr. *****. As a result of not receiving the documents, Mr. *****’s account was not activated. After 90 days of account inactivity, a $5.95 monthly maintenance fee posted to Mr. *****’s account. When Mr. ***** called on December 21st to inquire about his account since April, the available balance had been reduced to $34.30. Mr. ***** requested to close the account, and have those funds mailed to him. His refund check was mailed to the address we have on file on December 26th.

We contacted Mr. ***** on December 29th, and assisted him with his concerns. We regret any inconvenience that Mr. ***** has gone through in his efforts to activate the card. If he has any additional questions, I’ve provided him with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/8/2015 Problems with Product/Service | Complaint Details Unavailable
1/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I decided to get a pre paid Visa card and $905.00 was supposed to be put on the card. To date it has not been put on. I have contacted them three times. The first time they told me they needed me to send them a fax copy of my Drivers License and Social Security card I did that. They told me to put a reference number on the fax I did that. Card was still not activated so I called them up and they claimed they never received the fax even though I have a verified copy saying the fax did go through. I sent them a second Fax and again the same thing, card never activated. Again I called them and they said the same thing fax not received. I verified the fax number and the reference number and they told me they were correct. After the 3rd contact I demamded a refund from them and was told it would take 20 Business days. That is outrageous, no way should it take that long to issue a refund check.

Desired Settlement: I want my refund check as soon as possible and I want a written apology from the company. Because of where I live and the fact that I had to take a cab both times to fax the requested documents makes this even more frustrating. $30.00 Cab ride each time.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ********. Mr. ******** states that he sent NetSpend copies of his personal information via fax in efforts to activate his card. He’s requesting to receive a refund check, and a written apology from the company, as a result of the inconvenience he’s experienced.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. We requested Mr. ******** to fax in this information to complete the verification process for opening a new account.

On January 7, 2015 we contacted Mr. ******** concerning the card activation. We confirmed that no faxes were received, and provided him with another alternative so that he could access the funds on his account.

NetSpend regrets any inconvenience Mr. ******** experienced while attempting to activate his card. He has been provided with our contact information should he have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company
**** ** *** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ********

1/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They refuse to give me access to my financial statements. They can not keep my financial information because I haven't used the services in 180 days. They told me that I have a negative balance on the account at first they said it was $5.95 (which is the price for them to send me my records), when I finally agreed to pay that they told me that there was no way that I could send it (I couldn't mail it, I couldn't pay over the phone, & I couldn't go to Ace to add it) and I couldn't get my records. This again made no sense, so requested supervisor was on hold forever then resent to a CSR who put me on hold for another 30 mins in order to speak with a supervisor. Again I let her know that all I want is my statements, she now tells me that I have a negative balance of $87.00 and they won't send me a statement until that is paid, how did the balance jump from $5-87.00 (your guess is good as mine) now she states that she can put in a request to have the account unblocked only so I can put in $87.00 and then they will allow me access to my account online. I am totally floored. I started off speaking with Cecila (who was all over the place and didn't want to let me speak with her supervisor) the next person I spoke with was ******** (another CSR) and them **** (supervisor)

Desired Settlement: All I want is my statement, nothing more, nothing less. they can rest assure that I will never recommend nor do any business with them again.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* states that she has not used her NetSpend account, but was informed that she had a negative balance. She is requesting her bank statements to be mailed to her so that she can validate her account balance.

The account statements for May and June of 2014 will be emailed to the address that we have on file for Ms. *******.

NetSpend regrets any inconvenience that Ms. ******* went through when she found out that her account had a negative balance. She has been provided with our contact information should she have any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:
I still haven't recieved my statement.

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.


Regards,

** ****

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: without any notice or question from me they deactivate my card because of a "questionable" purchase that they claim they are not sure i made weeks in the past. themn to reactivater my card which i only become aware of the problem because i have been declined trying to use my card , i have to call the 1 800 # AND GET HUNG UP ON REPEASTEDLY. THIS HAS TAKEN HOURS TO CLARIFY WASTED TIME FRUSTRATION

Desired Settlement: COMPENSATE ME FOR THE HOURS OF WASTED TIME AND AGRRAVATION ,THE LOST OPPORTUNITIES DUE TO THE INAVAILABILITY OF MY FUNDS AND THE EMBARASSMENT OF HAVING MY CARD DECLINED. I WANT $500.00 CASH DEPOSITED TO MY ACCT FOR COMPENSATION.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Mr. ****** states his card was deactivated without his permission, and that he spent hours on hold.

We regret to hear that Mr. ****** was unable to use his card. Our fraud department blocked Mr. ******’s account to validate a suspicious charge. Mr. ****** confirmed with a customer service representative that the charge was unauthorized. Records show he was able to transfer his funds to a separate account to access his funds on December 4, 2014. I called Mr. ****** on December 11th to follow up, and left him a voice message with my direct phone number to reach me if he had any additional questions.

Thank you,


****** ********
Customer Response Team Analyst
NetSpend Corporation

Consumer Response: Complaint: ********

I am rejecting this response because: I did not confirm any unauthorized charges because there have been none. I am also wishing to point out that this is the third or fourth time that I have been through this with them. They have done several account changes and transfers without notification and have cost me several hundred dollars in time and lost. Opportunities. I demand compensation .I am willing to persue legal action if this is not resolved before the end of the year.

Regards,

***** ******

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Mr. ****** states his card was deactivated without his permission and spent hours on hold.

As previously stated, our fraud department blocked Mr. ******’s account to validate a suspicious attempt as a protection to him to prevent unauthorized charges. Mr. ****** confirmed with a customer service representative that the charge was invalid. On December 4th, we transferred funds to another active card. Since, he can only have three active cards, we had to close down the fourth account which was under suspicion of being compromised.

We regret that Mr. ****** feels inconvenienced. He has our contact information if he has any further questions.

Thank you,


****** ********
Customer Response Team Analyst
NetSpend Corporation

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a complaint regarding the amount of $56.38 being taken from my account over 1 1/2 months ago. Originally I was told my account would be credited in 10 business days. After the 10th business day, I was told that I needed to write a letter regarding the dispute and it would take an additional 14 days before my account is credited. Meanwhile, Ace Elite has let the same company remove funds from my account on 12/5 in the amount of $14.79 and again on 12/1 in the amount of $17.07. I have filed a complaint and did my part and they need to credit me

Desired Settlement: I would like a credit in the amount of $88.24 for the amounts that were taken from my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. She mentions disputing a transaction over a month ago and has not received the money back. Also the card has been charged two additional times by the same merchant.

On November 12, 2014 Ms. ****** disputed a charge from Redbox DVD rental for $56.38. The claim was opened as a cancelled recurring transaction. We informed her that an update would be provided within ten business days, November 26th. On that date we requested more information concerning the authorized transaction. Authorized transaction is where the card number is given to the merchant for use by the cardholder. We received her dispute letter explaining the reason for the dispute on December 1st. We provided her a provisional credit on December 23rd. The final date of the claim will be on December 29th.

The other charges from Redbox have not been disputed by Ms. ******. We have attempted to contact by telephone and email to gain clarification on the additional transactions. The card number is used by the merchant to complete each charge. When she contacts us we will discuss the options.

We regret that Ms. ****** is having difficulties with this particular merchant. She has my contact information should she choose to dispute the additional charges.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been waiting for a refund of monies that the card company claimed was loaded fraudulently on a card. The money was taken from me in the beginning of November and untill this date of December 18, I still have not received my check . Every time I call they give me a date of when I should receive it but nothing. Please help me as this will be another holiday without my money.

Desired Settlement: As soon as possible I want my money back!!!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. She mentions not receiving a check for her closed NetSpend card.

On November 20, 2014, NetSpend closed Ms. *****’s account and blocked the card the same the funds were deposited. Six days later the check was sent to her address via US Postal Service. Ms. ***** notified us that the check was not received. Our accounting is verifying the check has not been cashed. On December 26th the second check was mailed to her. We notified Ms. ***** the same day.

We regret the inconvenience Ms. ***** experienced by not receiving the first check mailed to her. She has my contact information should she have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted NetSpend for over three weeks now about a refund of my online it says that if they cannot complete their investigation within 10 business days then they will refund the amount of dispute until the investigation is over, not only are they now on the 14th day but it ain't everytime I call I get hung up on or treated very rudely.ive got recordings of a couple different of the representatives in there. They keep giving me the runaround and I've got all the proof of a dispute its telling me that they don't have any proof of a dispute on their own

Desired Settlement: Honor where they say the will give the amount. I want a refund.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Ms. ***** states that her account should receive a credit after 10 business days for her dispute and was treated rudely by our customer service representatives.

Ms. ***** informed NetSpend of her desire to dispute several charges that posted to her account in February 2014. Under the terms of the cardholder agreement; which are written in a manner to align with Regulation E of the Electronic Funds Transfer Act, cardholders are required to report errors such as unauthorized transactions or billing errors within 60 days of electronically accessing their account, Cardholders can also dispute transactions as a result of a merchant product or service disagreement but must be done within 120 days of the date the charge appeared on the account.

Our records indicate Ms. ***** accessed her account through the NetSpend website several times between the dates of the disputed transactions and November 28, the date she called to file her dispute claim. We spoke to Ms. ***** on December 21st and informed her the transactions were out of the timeframe allowable to file the dispute under Visa processing rules, or 120 days.

We apologize for the frustration caused by the dispute process and will review the calls made into customer service to implement necessary actions, if any. If she has any further questions, Ms. ***** has our contact information.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I disputed some transactions and my accounts were closed and they are holding my funds for 20 business days, They did not get me notification or anything, they just left me without money and they do not help me when I call customer care. They have told me twice that someone from corporate would call me but they never called me. Customer care associates do not know any information, they always say that they have to send a request to a different department to call me back but I never get a call. I have over $1800 that I need for the holidays that I don't know when I'm getting it.

Desired Settlement: I need my money back as soon as possible.

Business Response: To Whom It May Concern:
We received complaint # ******** filed with your office by ****** *****. He is stating that his account was closed without notification and NetSpend is holding his remaining balance.
 
NetSpend regrets to hear that Mr. ***** has experienced a couple of issues with his NetSpend service and retrieval of funds.
 
Today, December 24th I have spoke with Mr. ***** and addressed his account issues. We discussed the precautions NetSpend takes when closing an account and also the level of service that he had received.
 
He had also told me that he received his remaining balance in form of two checks yesterday, December 23rd. At this time Mr. ***** is no longer eligible for NetSpend services.
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been a Netspend customer for the past couple of years, and until recently, never had an issue. However, my account has been compromised and someone made a purchase using my card number several states away. They illegally obtained my information somehow and I have asked for an investigation into this matter. I signed up for text message alerts through Netspend, which will alert me any time a purchase is made, whether it's online or in a store. I was at a Veterinary clinic with my sick dog, when my text messages started coming in. The text alerted me that my balance was now $0.00 because a purchase was made at a Best Buy store in Illinois. I live in Kansas and have no clue how in the world that could happen. I immediately called Netspend, only to be told there's nothing that can be done until AFTER the merchant ( Best Buy ) receives their money. At the time I called Netspend, the purchase in question was in a pending state. I asked if there was any way they could contact best buy and block the transaction, and was told they cannot do that. I am not sure why exactly, but I decided to trust the customer service rep I spoke to. I had just over $303 on my card, and to some people, that may not be alot, but to me, being a single parent, it is so much more. I want a refund and who knows if I will ever see that money again. Was told they have 10 days to figure it out. I can absolutely prove where I was at the time the purchase was made. In my state of Kansas, not in Illinois!

Desired Settlement: I just want the money back that I had on my card before the best buy purchase was made. With Christmas coming, it would sure be a Godsend.

Business Response: December 23, 2014

 
To Whom It May Concern:

 
We received complaint # ******** filed with your office by **** *******.  She states that unauthorized transactions occurred on her account from a few states away from where she resides.

 
On December 19th, Ms. ******* contacted our customer service to report unauthorized transactions that occurred on her account.   A dispute claim was opened at the time. We issued a payout of the transaction back to Ms. *******’s account the same day.

 
On December 22nd & 23rd, I attempted to contact Ms. ******* to address her concern regarding the inconvenience she received. I left her a message both times. On December 23rd, we received a voicemail from Ms. ******* in our corporate voicemail that she understood it was not a Netspend error and she was satisfied with the prompt resolution.

 
We are glad we were able to resolve the matter for Ms. *******.  She has our contact information for any future concerns.

 

Thank you,

***** ****
Customer Response Team
NetSpend, a TSYS Company

1/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am reporting this company because they failed to protect their consumers from hackers..on 12-11-14 i received a text alert stating that a transaction was made on my acct.from Brooklyn Newyork.three transactions was made from Newyork...the messed up part about that is i live in Texas..never ever been there,nor do i know anybody there..i called netspend,and they could not explain why this happened..they told me i had to file a complaint,and email them the info..i did that,and i was unable to retrieve the form online..i feel that they have given me the run around..i have read so many complaints about them..its a shame u can't trust no one these day..

Desired Settlement: I want all the money that was on my card..which totalled 13.00.

Business Response: December 23, 2014

 
To Whom It May Concern:

 
We received complaint # ******** filed with your office by ******* *****.  She states that unauthorized transactions occurred on her account and that we did not protect her account better from being compromised.

 
On December 15th, Ms. ***** contacted our customer service to report unauthorized transactions that occurred on her account.   A dispute claim was opened at the time.

 
On December 23rd, I spoke with Ms. ***** and addressed her concern on how fraudulent situations occur. I explained the claims process as well. Ms.
***** acknowledged having a better understanding.

 
We appreciate the opportunity to speak with Ms. ***** to resolve this matter.  She has our contact information for any future concerns.

 

Thank you,

***** ****
Customer Response Team
NetSpend, a TSYS Company

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a dispute going on with brinks master card and I lost my card and my card was used and they closed my account without out crediting my account so I need your help to get my money back thank you

Desired Settlement: 1,952

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Mr. ***** states his card was lost and used by someone. NetSpend closed his account and did not refund his money.

On November 24, 2014 Mr. ***** disputed transactions on his card. We informed him that an update would be provided within ten business days, December 9th. On the tenth day we closed the dispute claim with no error found. No credit was issued. We mailed the dispute closure letter to the address on file. The Dispute Team reviewed Mr. *****’s account. It was determined that the account be closed due to high risk, and he is no longer eligible for Netspend services. This decision cannot be reversed.

We spoke with Mr. ***** on December 19th. He informed me that the PIN was with the card and both were missing when he called us four days after the transactions started. We regret that his card and PIN were used to complete the transactions. No funds were recovered to credit back to his account. He has my direct contact information should he have any additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend, A TSYS Company

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Netspend closed my checking account without notification or explanation. They are withholding all of my direct deposited funds and not allowing me to have access to my account. When calling the company they stated the "Risk Management Dept" is closed and they are the only one who can re-activate and explain the situation. When trying to reach that department it is always busy or no one answers regardless of when you call. After speaking with a Supervisor he was unable to assist nor expedite the matter to a corporate level. No where in the terms or conditions in which I agreed states they can with hold my funds legally and not return.

Desired Settlement: I expect the company to activate my debit/credit card on file and release my payroll funds they are withholding. They can close the credit card after I withdraw my funds.

Business Response: To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** * ****. Mr. **** states that he unknowingly had his NetSpend account closed and without explanation.
 
Today, December 23rd, I was able to speak to Mr. **** about his account. I was able to relay our policy and measures we take before we close out an account. Mr. **** was also informed that NetSpend reserves the right to close an account without explanation, as part of the Cardholder Agreement..
 
Mr. ****’s remaining account balance will be returned  in the form of a check to the address on file. NetSpend does regret if this has caused any inconvenience and he now has my direct contact information, should he need further assistance. 
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

1/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Problem that I have been dealing with Netspend, First they Claim my deposit to my netspend card was fraud, I provide them with all the information they needed from me to show it was not a fraud, like my SS# and My ID# and proof of resident which I did, I spoke with 5 Different customer service reps that took me through so many changes just to tell me the fraud dept was closed on the weekend. They froze my card on Friday morning I start calling them that morning. And no one would tell me if they had received my information that day I Faxed it twice to them. no one told me that fraud dept would be closed over the weekend until Sunday morning when I called to see if the fraud Alert was off and that's when they told me. they were very rude and nasty.

Desired Settlement: I would like them Refund my money Back

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ****** *****. She stated that her account was blocked due to a request for further verification of her identity. She is requesting the funds from her account be released immediately

We were able to speak with Ms. ***** about the status of her NetSpend account. We advised her that the account information was reviewed and approved by our Risk Department. 

New and existing accounts are reviewed regularly by our Risk Department to help protect against account takeover and other compromising activity. The details that triggered the review are kept internal for security reasons.

We sincerely apologize for any inconvenience this additional verification request may have caused. We understand Ms. *****’s frustration in regards to the request of further verification, but it is meant to protect not only her account, but her identity as well.

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

1/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase for 49.00 to get a video player for a website, however the player did not work. I emailed the merchant and they agreed to issue me a refund within 7-10 business days. However after that time frame passed and several attempts to contact them, I called the bank and asked what steps do I need to do to file a dispute. On Nov. 7th, I filed the documentation and faxed over the emails from the merchant and was advised that it would take up to 10 business days. I did not hear back regarding the dispute until today, over a month since I filed the dispute. Then I was told that they found no error and therefore would not overturn the transaction, but no reason of why or what investigation was done to determine this answer. On the letter it told me to contact the same 866 number on your site and ask for the EFT Dept. After being on hold for 25 minutes, I finally got to speak with someone who clearly did not want to help me and did everything they could to get me off the phone. Even after asking for a supervisor several times, she refused until she finally gave in and transferred me. After another 20 minute hold, I finally spoke with a manager who also could not give me any information. Even he admitted that the notes whoever put in regarding the investigation was not clear. Then he tells me he can set an appointment for the team to call me back. When I ask what time and date, he then tells me it can be anytime within 3 business days and I need to be ready to answer because they only call once. How can you ask someone to put their life on hold to sit by the phone and wait for a call without any type of time frame when that call with come. When I brought this up to the manager, he basically just told me that's what they do and there is nothing that can be done. I do not understand after waiting beyond the time frame giving for a response for a dispute, how if I provide you with the information confirming that I am do a refund because of a product that was purchased did not work correctly, then send you the proof that I have tried to contact the merchant to handle this matter unsuccessfully, and you say you find no error. Then force me to cancel plans, possibly miss work or change my schedule, just so I can wait for a phone call that no one knows when it is going to come to maybe get some answers.

Desired Settlement: I would like someone to explain to me how the dispute is not valid and for someone to refund me for the 49.00 purchase.

Business Response: Friday, January 2, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Mr. ******** states he did not receive assistance with his dispute. 

Mr. ******** reported his dispute on November 7th and was advised that we need a dispute statement to assist with his claim.  We received a statement from Mr. ******** on November 24th.  In this statement, he advised that the merchant was going to be issuing a refund and no action was taken.  Since this was an authorized Automated Clearing House (ACH) debit, we were unable to assist with getting the funds returned.

As a courtesy, we have refunded the amount of the transaction back to Mr. ********’s account due to misinformation he was provided by our customer service.

We regret to hear about the problems Mr. ******** has experienced with our service. Mr. ******** has our contact information should he have further questions.

Thank you,

****** *****
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** ********

12/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a prepaid card from the company in October 2014 I had mt first deposit on the card in Dec 2014. I had a 9.95 fee for the card and was told that I could cancel it at anytime. The fee that was charged was valid until Dec 27th 2014 I canceled the fee plan and the company in turn charged me for fees that were already paid going back to the day before. I have contacted the company regarding this issue and can not get anyone to return my calls or emails. Now my card is over drafted. When asked how can a prepaid card be over drafted there is still no response. If this is not taken care of I plan to seek out others who have this card to see just how many people are getting ripped off.

Desired Settlement: I want my 9.95 back on my card if I am still going to be charged the fees that have already been paid for.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. Ms. ******** mentions having a $9.95 fee taken from her first direct deposit. She opted out of the program that charged her the fee, and is requesting to be opted back into the program to avoid additional fees.

Ms. ********’ NetSpend card was activated on October 27, 2014, and she elected to opt into our Fee Advantage Plan (FAP) for $9.95 a month. Per the terms and conditions of her NetSpend card, the FAP offers our cardholders to use card services such as signature and pin purchases, at no additional cost. After Ms. ******** requested to be removed from the FAP on December 17th, she was charged for card services such as signature and pin purchases. The details of all fees associated NetSpend cards can be found in the packet that the temporary card comes in, or on our Online Account Center at www.netspend.com.

I’ve reached out to Ms. ********, and explained how to use NetSpend services in a way that will best benefit her needs. I’ve also sent her an e-mail explaining how our fee plans work. We regret any confusion Ms. ******** has had concerning the fees associated with her account. If Ms. ******** has any further questions, she can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******* ********

12/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started a new job who recommended using the skylight one paycard. I have received two check prior to this incident. After my first check went through right before my next two week check was going to be deposited I get a email that says I am -125.00. Confused as to how that happened why would I do that knowing my next paycheck will be deposited in that account. Well they took the 125.00 out of the next check no big deal I decided was not worth trying to argue my point of try and get there representatives to understand what im telling them. Only to find out the next two weeks after that im another 125.00 overdrawn. Trying to save for Christmas and all I never really paid all that close of attention to that but this is getting crazy. To log onto my online account and see numerous charges on my account that I had not made I realize I don't have my debit card. I contact Skylight customer service to tell them my card was stolen on 12.1.14 asked to have another card be issued. There representatives tell me that my account has been closed due to suspicious activity. Trying to say that I made transactions within period I am disputing. It took them less then 2 hrs to deny my appeal and block my account. I received no call back to talk to me about whats going on. I find that really rude and not good customer service at all. Being my bank I give business to, but does not care anything about me nor my business I give them every day. I informed the representive I was speaking with that I have disputed all of the last transactions as that is not possiable. She called me a liar and told me I was in the wrong. I don't understand how me asking for there company to cancel my card and issue another one become such a huge task. Me taking care of my stolen card caused me a lot of suffer, money, and pain. Horriable all I want is my overdraft change fees back. Its wrong and was the worst experience I have ever had in my life.

Desired Settlement: I don't think is should have to pay 250.00 overdraft fees.

Business Response: To whom it may concern:

We have received a complaint case # ******** filed with your office by ****** ****** for a Skylight Pay Card. She mentions disputing charges that she was unaware of, and wants to have the overdraft fees reversed.

On December 1, 2014 Ms. ****** called to dispute twelve transactions. These transactions occurred from November 12th through the 25th. We closed the disputes claim on December 3rd with no error found on the transactions disputed, and a dispute closure letter was mailed to the address we have on file. We spoke with Ms. ****** on December 11th, and mailed her a copy of her transaction history for the month of November. We also refunded four overdraft fees charged to her account, totaling $100.00.

We regret any inconvenience that Ms. ****** faced while attempting to retrieve the funds that were disputed. Our Disputes Department mailed her a letter explaining the details of her claim resolution. I’ve provided her with my contact information should she have any questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company
Skylight Financial a NetSpend Company

Consumer Response: Complaint: ********

I am rejecting this response because: I don't feel that the 100.00 that was returned to me is not even all the overdraft charges that I was charged on this account. Me unaware of these transactions taking place I see that there was 100 and something taken out before that due to overdrafts. I feel that all this overdrafts I should not be charged for. I will not agree to anything other then getting my money back for fees that I never made to my account. I feel like your company treated me wrong. I feel that my dispute pretty much made me look stupid. Giving my customer was filing a dispute on unauthorized transactions I would have at least took the time to call my customer and find out whats going on vs. just taking the action of closing the account. I feel as though my business was not important to your company and that all you guys were out for or cared about was getting your money. I feel that I was the one punished all the way around. I don't feel like my situation was even thought twice about and now me and my family has to suffer because I had 300 come out of my account. I feel like this is being treated as its no big deal well it is to me and I am offended.,

Regards,

******* ******

Business Response: To whom it may concern:

We have received a rebuttal complaint case # ******** filed with your office by ****** ****** for a Skylight Pay Card. She mentions disputing charges that she was unaware of, and wants to have the overdraft fees reversed.

As we stated in our previous response the account history was mailed to Ms. ******. This history will show four overdraft fees totaling $100.00 for the month of November. We have refunded those back to the account.

We regret any inconvenience that Ms. ****** faced while attempting to retrieve the funds that were disputed. Our Disputes Department mailed her a letter explaining the details of her claim resolution. I’ve provided her with my contact information should she have any questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company
Skylight Financial a NetSpend Company

Consumer Response: I dont think this is fair i want a refund for all that was taking oit of my account they took money out of my check i didn't do this why am i punished. I want nothing but what's fair
thanks Complaint: ********

I am rejecting this response because:

Regards,

******* ******

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I lost my card and it was used by unauthorized users and they promised me a credit to my account but then denied me credit. I just want my money so i can move in my apartment.

Desired Settlement: I just want my refund

Business Response: Wednesday, December 10, 2014

To Whom It May Concern:

 
We received complaint # ******** filed with your office by ******* **********.  She is stating that NetSpend has not helped her retrieve her funds from unauthorized transactions that posted to her account. 

 
On December 10, 2014 I spoke to Ms. ********** and advised her that our Risk Management Team investigated her disputes claim, and determined that there were no errors found on the disputed transactions.

 
NetSpend regrets to hear that Ms. ********** feels that she has not been properly assisted with her dispute.  At this time, she has all my direct contact
information for any further questions.

 

Thank you,

 
***** ****
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because: there was an error in regards to my account and i didnt recieve my money.

Regards,

******* **********

Business Response: Monday, December 22, 2014

To Whom It May Concern:

 

We received response filed with your office by ******* ********** in regards to our previous conversation regarding her Original complaint # ********.  She is stating that NetSpend has not helped her retrieve her funds that were spent by having her NetSpend Card stolen. 

 
As previously stated per my conversation with Ms. **********, our Risk Management team conducted an investigation into her claim and found no error. Ms. ********** has my contact information if she has any further questions. 

 

Thank you,

 
***** ****
Corporate Customer Response Team
NetSpend A TSYS Company

12/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My account has been closed and a refund check of the balance on my account has not been received.

Desired Settlement: I want my refund check asap.

Business Response: To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** ******.  Mr. ****** is stating that he has not yet received the check of his remaining balance off his account closure.
 
Today, December 4th, I spoke to Mr. ****** and have stated to him that his check was mailed out on November 21st which is still within our 20 business day delivery timeframe. At this time Mr. ****** has my contact information if he needs further assistance.
 
Thank you,

****** ******
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because:
I was told the check was mailed Nov 21. It is now Dec 9 and I have not received a check.
Regards,

***** ******

Business Response: To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** ******. Mr. ****** mentions not receiving his refund check that was issued after his account closure.
 
I spoke with Mr. ****** on December 18, 2014 and informed him that refund checks can take up to 20 business days to receive. After reviewing our records, we see that Mr. ******’s refund check was mailed on November 21st. He should receive his refund check by December 19th. I’ve advised Mr. ****** that if he doesn’t receive his check by this date, we will certainly further investigate to ensure that he receives his funds.
 
We regret the inconvenience that Mr. ****** has gone through to obtain his refund check. He has my contact information should he have any questions.
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED A FUEL PUMP FOR MY CHEVY TRUCK FROM PEP BOYS AND USED MY AMERICAN EXPRESS CARD AS HALF OF THE PAYMENT FOR $150.00 . THE REMAINING BALANCE WAS PAID WITH CASH OF A TOTAL $147.99 WITH A TOTAL $296.99. I DIDN'T NEED THE PUMP SO I RETURNED THE ITEM. THE SALES REP SAID WE CAN ONLY PUT THE REFUND ON A CARD. I SAID OK PUT IT ON MY PREPAID DEBIT CARD. NETSPEND RECEIVED THE MONEY IN MY ACCOUNT AND BLOCKED ME FROM WITHDRAWING ANY MONEY BECAUSE I DIDN'T USED IT TO PURCHASE THIS ITEM.THEY WANTED TO SEE PROOF OF MY PURCHASE TRANSACTION. I WENT BACK TO PEP BOYS AS THE GENERAL MANAGER TO PULL UP MY ORIGINAL METHOD OF PAYMENT RECEIPT. HE FAX OVER COPIES OF MY PURCHASE, EXCHANGE AND RETURN RECEIPTS TO THE NETSPEND COMPANY WITH HIS BUSINESS CARD ATTACHED. NETSPEND DENIED MY PURCHASE AND BLOCKED ALL MY MONEY OF A TOTAL OF$1,100.00 IN MY ACCOUNT. I HAVE TRIED NUMEROUS TIMES TRYING TO GET THIS STRAIGHT. SINCE THE REFUND WAS PUT INTO MY ACCOUNT

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Mr. ***** mentions putting a credit on his NetSpend card that resulted in the account being blocked. He could not use the card until the block was removed.

On December 4, 2014 Mr. *****’s NetSpend card was credited in the amount of $296.99 from Pep Boys Store. The account was automatically blocked since no corresponding debit for that merchant had occurred on the card. We requested a copy of the original purchase receipt to lift the block. The merchant could also reverse the credit which would resolve the issue altogether. Mr. ***** sent us the proper document to remove the block on December 15th. .

We regret and inconvenience that Mr. ***** experienced while waiting for the block to be removed. If Mr. ***** has any additional questions, he can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Starting 3/3/2014 unauthorized charges. Got new card and same charges on new card never stopped. Asking for this to be taken care of and 2 hours later Started unauthorized charges 3-3-2014 adding up to over 200.00 when asked to take care of they put me on hold and 3 hours later after getting supervisor and still back on hold they just put me on mute and I could hear whole.conversation of them talking about my account and me. Them saying she just wants to cancel a subscription and get her money back. I did not even start this online subscription. Replaced card.already once.and charges.are still being unauthorized from same company and after on hold they just hung up. Called back.and now on hold for over an hour. Now what do I do.

Desired Settlement: I am seeking all monies from unauthorized charges from these transactions and surcharges dating back to march 3 2014.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. Ms. ******* states that she has unauthorized charges that began on March 3, 2014, and is requesting a reimbursement for those transactions.

Ms. ******* filed a disputes claim for unauthorized charges on December 9, 2014. The system that we use to dispute transactions, allows us to file claims up to 120 days from the date the transaction in question initiated. For the transactions that we were able to dispute on December 9th, we advised Ms. ******* that she will receive an update by December 23rd. We also suggested that she sends in a letter of dispute to assist with the resolution of her disputes claim. Ms. ******* will receive an update from our Disputes Analyst to determine if a disputes claim can be created for the transactions that exceeded 120 days from the date the transactions in question occurred.

We understand the dispute process can be time consuming, but we appreciate Ms. *******’s patience while we attempt to retrieve her funds from the merchant. If she has any further questions, Ms. ******* can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was sent a debit card by this company who was 'cold calling'. They refuse to advise me where they obtained my details and from which company they purchased them. The company was not helpful and also refused to remove me from it's mailing list.

Desired Settlement: Full written apology, advising whom sold them my details, along with statement that they will never contact me again.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. He mentions receiving a debit card from NetSpend and wants to know how his information was obtained.

NetSpend works with many partners to offer consumers throughout the U.S. the benefits of our prepaid debit card. Some partners provide us with the names and addresses of customers who have consented to have their contact information shared with companies like NetSpend. In addition, NetSpend has relationships with website operators where visitors can opt-in to receive the card in response to our advertisement.

We have submitted a request to find the source of Mr. *****’s information that was provided for the card offer. The only information that was provided to NetSpend was his name and address. We are still awaiting a response from our Marketing Team to find the card offer source in which his information was entered. Once this information has been provided, we will relay it to Mr. *****. We closed his card offer, and also removed his name from our marketing lists so that he does not receive future offers.

We truly apologize for any inconvenience this may have caused Mr. *****. We will contact him later with the source information.

Thank you,


***** ** ********
Customer Response Team
NetSpend, a TSYS Company

12/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim due to the fact that my card and pin were stolen, aswell as all my money was used off my card. I got the card on 11/25 and loaded $237.00 . On 11/26 i reported my card and pin stolen, nd filed a claim. The customer service department told me to email Netspend with the transactions that were not mine Which i did, they also said my money would be reimbursed after the 10day investihaton petiod. I have been emailinh the customer servive department periodically for updates on mt claim status because the only reason i Put money on the card was to save it because it was my rent money, now i recieved a response email from customer service and the email was addressed to someone named Mark, which is not my name, then another email addressed to me asking me to disregard the last email, but in the email they are now saying the procrsses takes 20days which is not correct and they are very unprofessional and inconsistent with resolving custer claims and reimbursement of funds.

Desired Settlement: Refund the full amount of money i loaded to my card before it was stolen

12/29/2014 Problems with Product/Service | Complaint Details Unavailable
12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've contacted Skylight Paycard multiple times in reference to returned payments. I had a payment returned for Teco peoples gas for approx $17 and my car financing company for $390. I spent hours on the phone with this company only to be prolonged when asking for a manager and receiving 3 different answers. I was first told that there was insufficient funds when I just received my check the day before, I was then told that my name did not match when I had already made multiple payments to both companies. Finally, someone told me that Regions decided to no longer accept check by phone payment( I still dont know if this is true). However, the last person I spoke with assured me that once the payments were rejected I should not receive a return fee from the companies because it was not due to insufficient funds and if so to give them a call back so the issue can be resolved. I called my car company to make them aware and they agreed. Two weeks later I received a $25 notice from Teco Peoples gas for a returned payment. I called Skylight and was again provided multiple answers by incompetent reps that did not even listen to what I was explaining to them about the previous contact that I was told it was because of a decision that Regions made that Skylight did not inform me on. I spoke with a rep that told me the same response that my account was insufficient, my name didnt match then he stated that my card does not allow automatic payments. I tried my best to explain that I do not have any bills setup for automatic payments from this card but he so so rude and clearly did not listen nor want to listen to what I was explaining to him. I spent another 2 hours from being hung up on to waiting approx 45 min to speak with a Sup. When the Sup got on the phone he stated that it was my fault for not calling and asking even though I had processed check by phone payments prior to this.

Desired Settlement: I would like for them to do as they said the first time I called and it took them hours to figure out Regions has declined to make this type of payment, simply contact Teco Peoples gas (This is what I asked) to let them know the refund was not for insufficient funds but because of the bank they use and the lack of informing their consumer (me) that they would no longer accept these payments so that they can remove the $25 charge.

Business Response: To whom it may concern:

We have received a complaint case # ******** filed with your office by ******** ******** for a Skylight Paycard. Ms. ******** mentions that an ACH payment to the merchant TECO was declined on her account, which caused a $25 insufficient funds charge from them. She’s requesting for Skylight Financial to inform TECO of why the ACH payment declined.

We spoke with Ms. ******** on December 16, 2014 concerning the rejected Automated Clearing House (ACH) debits on her account from TECO Peoples Gas. The issuing bank for her prepaid card is Regions Bank, and they do not allow ACH debits on Skylight Paycard accounts. The next day we faxed a letter to TECO Peoples Gas, explaining why the ACH payment was rejected. We emailed Ms. ******** a copy for her records.

We regret that Ms. ******** was not informed that the ACH debit feature is not available on her Skylight account before her attempt to process an ACH debit. I have provided her with my contact information if she has additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company
Skylight Financial a NetSpend Company

12/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Took 203$ from my account forced me to file a dispute and refuses to get in contact with me to resolve issue

Desired Settlement: My money back now. i can not borrow money from them they have no right to borrow money from me!

Business Response: Wednesday, December 17, 2014

To Whom It May Concern:

 

We received complaint # ******** filed with your office by ****** * *******.  He mentions disputing an ATM transaction that did not dispense cash, and was told
to wait ten business days for an update on his disputes claim.  

 
On December 3, 2014 Mr. ******* called to dispute an ATM transaction that did not dispense funds.  We informed him that his disputes claim would be updated within ten business days, December 17th.  On December 17th, we issued a provisional credit for $203.00. The final date of the disputes claim is February 2, 2015.  No further action will be required as long as the claim is decided in his favor.  I spoke with Mr. ******* on December 17th and addressed his concern. 

 
We understand the dispute process can be time consuming, but we appreciate Mr. *******’s patience as we work to resolve his claim.  If he has any further
questions he can contact us toll free at ###-###-####.  

 

Thank you,

***** ****
Corporate Customer Response Team
NetSpend A TSYS Company

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was assured that my tax refund was going to be directly deposited onto Netspends Visa prepaid card, once the card arrived in the mail and I called and activated it. In the beginning there was no problems. I set up my Netspend account online and updated all my information (address, phone number, password), and everything was fine. Until I checked the status of my tax return and noticed it was finally being 'processed', after 4 weeks of waiting, and a 'refund date will be given when available." As soon as I saw that notice on the IRS "where'smyrefund" website, Netspend blocked my account! Since then I haven't be able to access it ONCE! They keep telling me they need proof of my SS, ID and utility bill. When I try and cancel my card, they put me on hold, then tell me "they can't right now." AND THATS IT! As far as I know my tax refund is still processing but I DO NOT want it deposited onto the netspend card. They refuse to let me access it, when it's never even been used, and they refuse to let me cancel it. PLEASE help me stop them before they steal my money!

Desired Settlement: I would like my card canceled immediately, and if my tax return is processed before this issue can be solved, then I would like my money refunded, and card canceled.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *********. Ms. ********* was expecting her tax return to be placed on her NetSpend card, but has requested to have her funds sent to her by check and the card cancelled.

On December 15, 2015 we spoke with Ms. ********* to confirm that her tax refund did not post to her NetSepend account. We suggested that she contact the IRS to determine what routing and account number the deposit was sent to.

NetSpend regrets that Ms. ********* cannot locate her tax refund from the IRS. Once she obtains the direct deposit information from them, she will be able to locate her funds.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to the 39 day cancellation on the card they froze my card ... I sent in my document and now they telling my it's to blurred that I have to resend it and I for not own a FAX machine so I have to pay money just to send out a FAX and it takes 24 hours just to unfreeze the card

Desired Settlement: The outcome is they Can fix the card or get sued... because it's a prepaid. Card Nd I shouldn't even have to send any documents to receive anything

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by******* ******. Ms. ****** states her inconvenience of having to send in documents as a result of her card being blocked.

On December 13th I spoke with Ms. ****** and informed her of her account status, in addition to why documents were needed. Ms. ****** was able to access her account on December 7, 2014. I’ve provided her with my contact information in case she has additional questions or concerns.

Thank you,

****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Facts: #1 On 11/29/2014 a Debit (I was in the store) of $75 was made to Rent-A-Tire Charlotte in which the company's batch report accounts for #2 On 11/30/2014 Sunday another Debit (I wasnt in the store nor were they open) of $75 was taken from my account which put me in the negative #3 The Store manager called his merchant to see if there was a $75 debit put into Rent-A-Tire's account on sunday. The merchant proved that there were absolutely no $0 put into an account for them on Sunday, No batch settlement done because none of Rent-A-Tire's stores are even open on that day. #4 Conferenced with Store manager and he showed me his daily reports/batch settlement for 11/29/2014 proving the money that I debited on that particular day but no double payment made by him or me(that couldnt have happened anyway due to the fact that I debit everything so the money will come out immediately). #5 11/30/2014 I didnt go to Rent-A-Tire and pay anything why would I? There closed but NetSpend seemingly released my money into thin air because nobody accounts for it except Netspend. The store manager is willing to prove every transaction/step possible to me and Netspend that that money isnt with them and if it was well we'd just make another pymnt but its not!!! and Im getting put on hold time after time and getting the run-around and its seemingly incompetent of this company to settel a simple matter. Just credit my account the $75 that was debited on 11/30/2014 Sunday that is in the air/missing

Desired Settlement: Simply credit my account the $75 that was an error on Netspends part. Its simple. Rent-A-Tire doenst have it and I dont either. The charges I suffered behind this is ridiculous and not fair to me s a consumer and I want people to know how Im being treated on such a simple matter.

Business Response: To whom it may concern:

We have received a complaint case # ******** filed with your office by ******* ***** for a Skylight Paycard. He mentions disputing a charge from Rent-A-Tire for $75.00, and is requesting to be refunded for this amount.

On December 5, 2014 Mr. ***** disputed a $75 transaction from Rent-A-Tire after receiving confirmation that his payment was never received by them. We contacted Mr. ***** on December 12th to conduct a conference call with Rent-A-Tire, and received confirmation that they never received the $75 payment. On December 15th, a provisional credit was applied to Mr. ******* account. His claim is still being reviewed by our Disputes Team, but will be resolved by January 21, 2014.

We understand the dispute process can be time consuming, and we appreciate Mr. ******* patience as we attempt to retrieve the funds from the merchant. I have provided my contact information, if he has additional questions.


Thank you,
***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company
Skylight Financial a NetSpend Company

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Below is a list of the Correspondence between me and Net Spend. I am seeking refund of my $25 dollars. ************ ********** ******** ******* **** *** ********* *** ****                   ** ** **** ** **** * *****  ** ********* **** ******* ** ****** ****** **** ***** ******* ******              *** ***********    ***********     *******   ****** **** ***  ******* **** ********* ****** *** ****** ******** *** ****** *** ***** ****** *** *** ******** ************ ****** ******* ************* ************* Stated check was mailed on 10/16 I question him about the address GAVE WRNG ADDRESS. I restated correct address this is the 4th time issue has occurred. He stated has emailed Billing and will reflect correction in 48hrs. New check to be issued 3rd wth 10day turn. Nov_12   ***  ***** ******  stated chk went out on Nov 5th and 20day period.  requested mgr. to confirm  waited(15min) *** ******* came on line requested the same information stated check went out on the 7th Nov with 10day transit time. neither party would state address last person would not inform the address check was returned from. Nov_21 Spk wth *******************a manager" stated she will send an escalated email to refund check dept search. she indicated that *** did not notate my acct that she sent an email to the same location back on the 12th. She has indicated that the check will take 20day Dec_06 (******** **** Attempted to state check is not due to be received until Tuesday although it was mailed on the 7th of Nov

Desired Settlement: I want my funds back as soon as possible

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. Mr. ********* is requesting the funds from his closed account.

We spoke with Mr. ********* and informed him that the check was mailed on November 7, 2014. We are currently researching the status of the check and will inform him when an update is available. NetSpend regrets any inconvenience that Mr. ********* experienced while waiting for the refund check. If he has any further questions he has our contact information.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: NetSpend has had over 3 months to resolve this issue. Each rep for the company acts clueless although there are details on what has transpired in the past.

Regards,

***** *********

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. Mr. ********* is requesting the funds from his closed account.

We spoke to Mr. ********* and explained the funds were mailed on November 7th, 2014. Since Mr. ********* did not receive his funds we have reissued and expedited the check. I attempted to contact Mr. ********* to follow up with him on December 22nd, 2014 but I was not able to speak with him. We have notated his account with the tracking number for the refund check.

We regret any frustration caused by waiting for the refund check. Mr. Durojaye has our direct contact information if he has any further questions.

Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

After trying to resolve issue for 3months getting the BBB has helped. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *********

12/26/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased what I thought was 7 gift Visa Debit cards, each card has a value of $50. Over the past several hours I have tried to work with your company to get a refund. Here is what I was told. 1) A refund would require a $5.95 charge for each card for a separate check to be processed. That is 10% of what is on each card. This is an unacceptable charge. 2) I then asked if I could move all the balances to one card and just have the one card. I was told to do that I had to activate one card and then call back and customer service could move the funds from the 6 cards ($300) to one card. I asked if I could then pull cash from an ATM with that card and was told yes. 3) Next call. I told the rep that I had activated one card and asked to have the other 6 moved to that card. I was then told I had to activate all SIX cards and then call back again to have the funds from each card moved to a single card. I spent the next 45 minutes activating the cards. 4) Next call. I called again and told the rep that I had activated all 7 cards and that I wanted the funds moved to one card (or I could do it myself on line). I was then told I had to call back 6 times to have the funds moved one at a time for each card. At this point I got frustrated and told the rep never mind. 5) I then attempted to go on-line and do it myself. I cannot see all 7 cards on your website. Another total waste of time. 6) I then went to a local ATM and attempted to withdraw funds. The card was declined. 7) I then went to my bank to ask if they could help. Two cards were declined. 8) I then went to Starbucks to see if one would work and it was declined. 9) I have contacted Target and asked them to stop selling your product. 10) I have contacted Visa and told them they should stop doing business with you.

Desired Settlement: I would like a complete refund of my $371.00 for 7 NetSpend Debit Visa Cards

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. She mentions purchasing seven gift Visa debit cards. She wants a full refund for each.

There were seven reloadable cards purchased at Target store on December 17, 2014 by Ms. ******. These are not gift cards and are not packaged as such. We contact Ms. ****** by email on December 24th and she conveyed her desire to receive a full refund for her purchase. We closed her cards, and sent the request for checks to be issued for $53.95 on each card. The checks will be mailed on January 2, 2015.

We regret any inconvenience Ms. ****** experienced by purchasing what she thought were gift cards. She will receive the seven checks via US Postal Service within 20 days. She has my contact information should she have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

12/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My card was fraudulently used to reload $100 on a Starbucks Card in WA... I live in NY. I filed a dispute with Netspend 11/6/14 & was told I would have a response by 11/21/14.... To date I have not heard anything regarding my account status, the was an overdraft fee & the credit of ($76.00)I want my account to be credited which was taken by Netspend to cover the overdraft fees $112.00 for the fraudulent charge from Starbucks. The customer service is the worst, they leave you on hold forever & the representatives are incompetent {i.e. a rep was giving me my own cell number to contact someone for further info..} I was hold for 30 min today before I submitted this.. This company is ridiculous....

Desired Settlement: I want my account to be credited for overdraft fees & my rightful credit of $76.00 from Justice which was deposited back to my account for a credit I was owed.... I want the dispute to be resolved.

Business Response: To Whom It May Concern:
We received complaint # ******** filed with your office by ******** *****. She stated that she has not received an update in regards to her dispute.

We were able to speak with *** ***** on December 22, 2014. We advised that we submitted a request for the claim to be reviewed by Disputes Leadership. On December 23, 2014, they were able to close the claim and issue a credit for the transaction.

We sincerely apologize for any inconvenience this may have caused *** *****. We understand the dispute process can be time consuming, and appreciate *** *****’s patience while we worked to recover her funds from the merchant.

We attempted to contact *** ***** to provide an update on the claim, but we were not able to speak with her. She has my contact information should she have any additional questions.

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *****

12/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NetSpend closed my account and my husbands account (separate accounts) without any notice or explanation. All of our payroll money is direct deposited to these accounts that we no longer have access to. The department in which they tell us to call on several occasions does not exist. We live paycheck to paycheck with 4 young children and can't afford for them to hold hundreds of dollars especially during the holidays. All of the Customer Service Representatives/Supervisors just apologize and think this is acceptable. I am unable to locate this under the terms and conditions on which we agree when activating this card.

Desired Settlement: I expect Netspend to reactivate our accounts to allow us to withdraw the remaining funds. Then they can close our account as we no longer will utilize there services.

Business Response: To Whom It May Concern:
 
We received complaint # 10345732 filed with your office by Tonya T Thomas-Gray.  Ms. Thomas-Gray states that her account, along with her husband’s was closed without explanation.
 
Today, December 23rd, I spoke to *** *********** about our decision to close her account. Our Risk Management Team determined the account to be high-risk based on a pattern of recent activity and unfortunately, we are not able to overturn that decision or continue to offer her services.
At this time *** *********** has my contact information, should she need any further assistance.
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

A representative from Netspend contacted us to discuss our complaint.

He was very apologetic that our account was closed without notice, causing hardship for our family and explained why the security measure was put in place.
 
Although he was unable to identify the exact reason on why our accounts were closed, he was able to give examples on why Risk Management determines this decision. 
 
He verified how our funds will be returned, and we agreed after 30 days if not received by mail to contact him directly.


After establishing accounts with an FDIC institution to secure our accounts, we find resolution for complaint ID ******** to be satisfactory.

Thank you so much BBB as we would not have found a definitive answer to our questions without your assistance.
Regards,

***** ***********

12/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern;I am very pissed off with Netspend right now. I called in and asked about me getting a temporary card and being able to transfer money from my account to the temporary card, I was told via email and phone that I would be able to do this. I went through the process and got everything activated and answered all the security questions, then I was told that it will be 4 business hours before the transfer will take place. So after four business hours there is no money on my temporary card. I called back to see why and then I get oh money can not be transferred to a temporary card. What do you mean money can not be transferred to a temporary card? I am told we can not transfer money to a temporary card, find a family member or friend that has a netspend card and you can transfer money to it. So Now I am pissed, I went through all the red tape to activate the card and to verify my account to get money transferred and now I am being told that I cant. I called and emailed your company to verify this first and was told I could. Spent 9.95 and had to load 20.00 on the card in order to buy it, then went through hell high water to get it activated to only get told that it can not be done. This is not good business at all. Now my bills are behind because of your LYING. All your reps can tell me is that I either wait until my new card comes or transfer the money to a family member or friend, not a card that I had to purchase. This is bull crap. I am going to report this to the BBB and my attorney. I am a congested heart failure patient and need my medicine, but I can get it because I was lied to. This needs to be fixed asap. ###-###-#### oh yeah call before 12 because it will be cut off, because I cant pay the bill because my money is being held hostage. I took all the necessary steps on my end and you all have screwed me over.

Desired Settlement: To transfer MY money to the card they told me to purchase and refund me the money for the card I purchased. It would be nice if they could pay my late fees for bills that are going to be late. Phone will be cut off because I can not pay the bill because my money is stuck on the card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *******. She stated that she was unable to process a card to card transfer of funds, due to a block on her account.

On December 1, 2014, Ms. ******* informed us that she misplaced her card. Upon notification, we blocked the lost card. We advised that she would be able to purchase a separate NetSpend account in efforts to transfer her available balance. This would ensure that she could have access while waiting for her replacement card.

On that same day Ms. ******* was able to make a card purchase at her local Dollar General. Each partner store that sells NetSpend products has the option to select certain security features for the cards sold in their store locations. Dollar General has a security feature that does not permit immediate card to card transfers. This feature is to protect our cardholder’s account from compromise. After the account was reviewed by Risk Management Team, the block was removed. 

We have attempted to reach Ms. ******* to discuss her account status. Once we are able to speak with her, we will review the information provided concerning the late fees she has assessed. 

We sincerely apologize for any inconvenience this may have caused Ms. *******. She has my contact information should she have any additional questions.  


Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/22/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife had purchased a purse from Goodwill auctions using her Netspend card and when it was received it was clearly a fake purse despite being listed and guaranteed to be authentic by Goodwill. She notified Goodwill within 1 day of receiving it to return the purse based on this. We even took it to get appraised and were again told it was fake. We filed a dispute with Netspend and according to their terms of service for the card, as well as, on their website here https://www.netspend.com/account/fileDisputePublic.m it clearly states that if a written disoute is filed and it cannot be decided within 10 business days a provisional credit will be issued to the account. It even further clarifies that the investigation may take longer but the customer will have a provisional credit on their card within 10 business days should they not be able to make a decision within that timeframe. Despite this no provisional credit for the $166.84 has ever been issued. I have called 10 times and been on hold numerous times for a supervisor only to hold for 75 minutes and not get one. Finally on my 9th call I got a supervisor who stated he could not explain why the credit was not issued but the investigation can take up to 45 days. I stated that on their website and their terms of service is clearly states they will issue a provisional credit within 10 business days if it cannot be decided within that timeframe but none was issued. I was told to hold for a floor manager then was put back in the queue after waiting for 45 more minutes. I then called back in and was told a corporate supervisor would call me back about this and no one ever did. I then sent an email and was told I would get a response within 48 hours and after 5 days no response. I sent another email and they responded saying that it was being decided by Visa and Mastercard and could take 45 days and never again addressed my concern which is not about the length of the dispute rather about why I am not issued a provisional credit within 10 business days as stated in the credit cards terms of service and their website several places on this page here https://www.netspend.com/account/fileDisputePublic.m . I expect for a provisional credit ot be issued to my account immediately for $166.84 in accordance with the terms I accepted when I purchased the card.

Desired Settlement: Issue the provisional credit for $166.84 as stated in the terms of service for the card that I agreed to when I originally purchased the card, as well as, on your website listed here https://www.netspend.com/account/fileDisputePublic.m under the heading "Important Notes and Tips for Unauthorized Transactions and Account Errors" third and fifth bullet points, as well as, under the heading "Frequently Asked Questions about UNAUTHORIZED TRANSACTIONS AND ERRORS" under When am I going to get my money back? and also under several other places.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. He states he did not receive a provisional credit for his claim although our website states he would be credited within 10 business days.

Not all claims are eligible for provisional credit; however, NetSpend reviews all claims for the possibility of a provisional credit based on the dispute type and any documentation received from the cardholder.

Mr. ******* filed a dispute through our website on November 3rd. Unfortunately, his claim did not qualify for a provisional credit due to the nature of his dispute with the merchant. The account was updated on November 18th that a provisional credit would not be provided. We regret to hear that our agents were unable to explain this and we will make sure appropriate measures are taken to avoid this in the future.

Mr. *******’s claim was still able to be filed against the merchant and we are currently waiting for a response. The deadline date for this claim is January 5th, 2015.

We apologize for any inconvenience Mr. ******* experienced due to the claim process. We will do everything we can to assist him with getting the money returned. He has our contact information if he has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Complaint:********

I am rejecting this as your terms on your site stipulate a provisional credit will be issued if a decision cannot be made within 10 business days and even the chapter E information forwarded to me by this person further substantiates this under section C number 2 entitled 45 day period. This company has provided I evidence to substantiate their claim whereas the claimant, me, has repeatedly done so. It would seem this company did not even read section E not their own terms prior to responding. All the resources cited further give support to our claim that the provisional credit should have already been issued.

****** *******

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. He states he did not receive a provisional credit for his disputes claim, although our website states he would be credited within 10 business days.

NetSpend reviews all disputes claims for the possibility of a provisional credit based on the dispute type, documentation received and any additional findings that would assist with our cardholder’s disputes claim. If a disputes claim cannot be resolved within 10 business days (20 business days for new accounts), then NetSpend determines if the claim is eligible for provisional credit. Mr. *******’s disputes claim was reviewed by our Disputes Team, and it was determined that he was not eligible for provisional credit. Mr. *******’s disputes claim is still being reviewed by our Disputes Team, but his disputes claim will be resolved by January 5th, 2015.

We apologize for any inconvenience Mr. ******* experienced while waiting for his claim to be resolved. We will do everything we can to assist him with getting the money returned. He has our contact information if he has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company

12/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called on three separate occasions in regards to major problems concerning the lockdown of my account and the funds from my direct deposit being blocked from use. Each call the representative spoke and acted as if they were some random vagrant off the street - responding slowly and not responding when asked questions. I lost it when each of these times I requested a manager and was hung up on after being left stranded on hold for over half an hour each time. Not once was my request to speak to a supervisor granted. I was put on hold and could never get anyone. In fact, I made a point to not hang up because I had the day off from work and set aside lots of time to deal with this issue. I have been using their mobile app to check my balance and see when my employer deposits my paycheck since September. When I called each time the attendant told me, " we don't have an app," when I was explaining to them my issue with lockout. Is this the most undertrained staff ever?! "Why can't someone tell me where my paycheck is!?!?!?!" " I demand to speak to a supervisor...." " ok sir please hold," they said. EVERY time. And I waited. And waited. Annnnndddd waited.

Desired Settlement: I need to speak to a high level supervisor who can answer in plain English the status of my account and the benefits and limits of my account as well. I also need to speak with he or she about the incident last week when I was locked out and find out why their customer service department has hired elementary school kids for representatives.

Business Response: To Whom It May Concern:
 
We received complaint # ********* filed with your office by ****** ******. Mr. ****** is stating that he has not received good customer service from NetSpend when he called to inquire about his direct deposit.
 
After reviewing his account, Mr. ****** currently has full access to his funds, and has received his direct deposit.
NetSpend regrets the inconvenience that Mr. ****** has faced with his account, in addition to the customer service that was provided. As of today, December 11th, I haven’t had the opportunity to speak with Mr. ******, but have left messages with my direct contact information should he need further assistance.
 
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i made a one time payment to a merchant, this merchant however went in my account 2 times other than said first time for a one time payment. On 10.9.14 and again on 11.1.14 for a total amount of $256.00. Upon calling Netsoend for help, I got the run around, one manager said that I had to make a dispute with the total amount etc. Which I did only to then be told by a supervisor by the name of ********* as well corporate rep named ****. That my email of dispute would suffice as one because of its detail. Yet it's now been over a month and still have not reviewed my full credit. I am now being told that I was supposed to send multiple dispute letters which a manager and corporate rep said I did Not have to. Furthermore my card was blocked even though I told representative ***** NOT to block my card because it was only 1 merchant and I had a trip out of country in a cpl of days. ***** blocks my card anyway and transfers me to a supervisor for further assistance and I was told by him a card would be expedited within 2 to 3 business days. However ultimately I did not receive a new card till after Thanksgiving holiday thus ruining my Thanksgiving Holiday. Furthermore because of nets pens horrible customer service, one supervisor by the name of ***** also hung up on me! Every time I called another rep or supervisor would say something contradicting the information previously given to me much like what is done in common ponsy schemes! I made dispute on 11.7.14 I received a new card on 11.28.14 and a partial credit from my dispute, which should have been in full, sometime beginning of December. Because of consistent delay with getting a card I was for ed to borrow to pay pending bills etc. This has caused me to be in a great deal of debt! Which Nelsons seems not to care about. I am disabled, suffer from many conditions, one being Asthma and the stress that I am enduring is causing me to have to take treatments to calm my asthma, this weakens me and makes it difficult to go out and handle other business and errands that I have, thus making me cancel and miss appointment.

Desired Settlement: I would like to receiver the rest of my dispute credit, as well as some sort of compensation and or credit for the worst customer service I have had in Years. Also an apology from a ceo, president or someone high up would greatly be appreciated. Because of Netspend and it's seemingly consistent incompetence I am hundreds of dollars in debt from having to borrow and suffer interest rates.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Mr. ******* mentions disputing two transactions with a merchant, and his card being blocked in the process. He also states that his new card did not arrive in a timely manner, causing several fees.

We spoke with Mr. ******* on December 19, 2014 concerning the difficulty in receiving his card. We are reviewing the recorded calls that occurred with our customer service to ensure that any appropriate action is implemented if necessary. Mr. ******* had two separate disputes claims that were created on November 7th. His card was blocked for security purposes as a result of one of the disputes claims being unauthorized. A provisional credit has been issued for one claim on November 24th, and payout was issued for another claim on December 17th.

We shipped a replacement card to Mr. ******* on November 20th, but he never received that card in the mail. We expedited a card to him on November 24th via UPS. That card was activated on December 1st.

We regret the delay in Mr. ******* receiving his card so that he could access his funds. If Mr. ******* has any additional questions, he can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

P.S.
   I am very happy that someone from corporate reached out to me in regards to my unpleasant experience and is taking measures to rectify employee mistakes.  
Regards,

******* *******

12/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a prepaid card to make a payment. It didn't get activated. I called and asked why. They said I had to send a copy of my Dr. License, SS#, and billing showing my physical and mailing address because of fraud. This isn't stated anywhere on the card that this is going to be required. I wasn't at home and wanted to make a monthly payment. I did get the information sent and the card still didn't get activated. Depending on who you talk to as to what story you get.

Desired Settlement: Get my money so I can pay that bill.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mr. ******* states he sent documentation to activate his card and would like access to his funds.

The card package provides information regarding our Customer Identification Process. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. Mr. ******* can also find this information in the terms and conditions he agreed to before activating his card.

As mentioned on his complaint, Mr. ******* sent documentation to have his account approved. Unfortunately, the documentation received is illegible. Because we were not able to verify his information using the documentation received, Mr. ******* agreed to have his account set to limited use. He was able to activate his card and access his funds.

On December 10, 2014, I spoke to Mr. ******* and addressed his concerns. A refund check for the remaining balance will be sent to the address on file within 20 business days.

We regret any inconvenience that Mr. ******* experienced while attempting to activate his card. We appreciate the opportunity in speaking with Mr. ******* to help resolve his matter. He has my direct contact information should he have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

12/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I and my husband have 4 accounts with the bank. They closed my account and did not send me back my money. It is about $8000 in the bank. I called them , they said my account is closed so they can not do any thing with it. My account are ************** ************** ************** ************** **************

Desired Settlement: Please give me back my money my name is ****** ** * **** ****** **** ****** *** ******* ** *****

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** **. She mentions that her accounts were closed by NetSpend, and she has not received the funds that were remaining on her four accounts.

On February 11, 2014 NetSpend closed all accounts under Ms. ****** **’s name after our Risk Management Team determined that the account was considered high risk due to unusual account usage. We ** not show records of her contacting us until the complaint was filed with your office. We’ve contacted Ms. ** on December 18th to explain why her account was closed. After confirming the address that Ms. ** would like her refund check to be sent to, we were able to submit a request to have her refund check mailed to her. Her refund check will be mailed by December 26th.

NetSpend regrets any inconvenience that Ms. ** went through while attempting to access her funds. I’ve provided her with my contact information should she have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

****** **

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A unapproved 676.15 charged was debited from my netpsend card on 11/29/14. This was not approved. I get text notification for every single transaction that comes out of my account, for this charged, I did not. The company that took the money was not authorized to do so. I made a claim with them immediately. I also made an immediate claim with Netspend. They did NOTHING to help me. They would email me thru their company website and give me the run around. They also charged me overdraft fees. I am so upset and I believe that their business practices are unethical and improper.

Desired Settlement: They need to refund me the total amount of 676.15. The entire amount should be refunded.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. She states funds were debited from her account without her authorization.

I was able to speak with Ms. ****** on December 17, 2014 concerning her experience. I explained the disputes claim process in more detail, and informed Ms. ****** that we didn’t have the capabilities to stop pending transactions from posting to her account. On that same day, a provisional credit was issued for the full amount disputed and a chargeback will be filed.

We apologize for any inconvenience Ms. ****** may have experienced regarding her disputes claim. She has our direct contact information in case she has any further questions.

Thank you,

****** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern Netspend corporation has denied my id from the common wealth of pennsylvania and has held my money for over a week On THE 23RD OF THIS MONTH i CALLED NETSPNED TO INQUIRE ABOUT A CHARGE THAT WAS ON MY ACCOUNT.i COULD NOT GET INTO MY ACCOUNT ONLINE SO I HAD TO CHANGE MY PASSWORD.IN THE MIDST OF CHANGING MY PASSWORD ,IT WAS SUGGESTED BY THE REP THAT I CANCEL OUT MY CARD BECASUE OF A CHARGE THAT WAS NOT SUPPOSE TO BE ON THERE.AFTER FIVE TIMES OF TELLING THIS WOMEN THAT I DO NOT WANT TO CANCEL THE CARD ALLOW ME TO CALL THE COMPANY WHO CHARGED ME AND REVERSE THE CHARGES.ON THE MORNING OF THE 25TH i WENT TO MY LOCAL 7/11 TO GET SOME MONEY TO GET TO WORK . AT THAT TIME IT STATED THAT MY CARD WAS DECLINED.CALLED CUSTOMER SERVICE THAT NEXT DAY AND THEY KEPT ME ON HOLD FOR 40 MINUTES WHEN SOMEONE FROM THE FRAUD DEPARTMENT FINALLY ANSWERED THEY TOLD ME THERE WAS A HOLD ON MY ACCOUNT TO VERIFY WHO I WAS BECAUSE I, THE CARD HOLDER CHANGED MY PASSWORD. ENCLOSED ARE THE TWO EMAILS NETSPEND SENT ME IN REGARDS OF WHAT I NEEDED TO LIFT THE HOLD ON MY MONEY.I EMAILED NETSPEND FIVE DOCUMENTS INCLUDING A COMMON WEALTH OF PENNSYLVANIA I.D. UPDATE FROM THE DIVISION OF MOTOR VEHICLES AND THEY SENT ME YET ANOTHER LETTER STATING THEY NEED SOMETHING ELSE TO VERIFY MY ADDRESS.WELL WHEN YOU DENY THE COMMON WEALTH OF PENNSYLVANIA OF MOTOR VEHICLES THEN THEY ARE TRYING TO STILL MY MONEY . WHEN YOU FIRST SIGN UP FOR THE CARD THEY ASK FOR YOUR ADDRESS, SOCIAL AND DATE OF BIRTH AND ASK FOR A PIN NUMBER THAT ONLY YOU CAN REMEMBER.I HAD TO REMEBER MY PIN NUMBER IN ORDER OR THEM TO CHANGE MY PASSWORD .SO WHY WOULD THIS COMPANY STATE THAT NOW ALL OF A SUDDEN I HAVE TO SUPPLY PROOF OF WHO I AM.BY REQUESTING THAT I SEND IN MY STATE ID WHICH I DID MY SOCIAL SECURITY CARD ,WHICH I DID AND A THIRD FORM PROVING WHERE I RESIDE ,WHICH I DID AND YET THEY SENT ME AN EMAIL BACK STATING THEY REJECTED A OFFICIAL COMMON WEALTH OF PENNSYLVANNIA ID FROM MOTOR VEHICLES .THEY ARE TRYING TO STILL MY MONEY AND NEED SOMETHING DONE.FROM THEIR ACTIONS I HAD TO BORROW MONEY TO GET TO WORK FOR THESE THREE DAYS IN WHICH I HAVE MONEY ON MY CREDIT CARD AND I WAS ALSO NOT ABLE TO PAY MY CELL PHONE BILL BECAUSE OF NETSPENDS FRAUDLENT ACTION . I HAVE ALSO FORWARDED THIS COMPLAINT TO CHANNEL 10 AS WELL AS 29. PEOPLE NEED TO COME FORWARD I KNOW OTHERS HAVE BEEN SCAMMED THIS WAY THORUGH NETSPEND AND IT'S TIME TO PUT THEM TO REST

Desired Settlement: AT THIS TIME I'M READY TO FIND OTHER FOLKS WHO HAVE BEEN SCAMMED BY THIS COMPNAY IN THIS MATTER AND FILE A CIVIL LAWSUIT AGAINST THIS COMPANY .tHEY HAE STOPPED ME FROM PAYING A BILL FOR MY PHONE AND HAD TO BORROW MONEY TO GET BACK AND FORTH TO WORK.i'M SEEKING PUNITIVE DAMAGES OF 100 A DAY FOR EACH DAY THEY ILLEGALLY KEPT A HOLD ON MY MONEY AND I HAVE SENT ALL DOCUMENTATIONS PROVING WHERE I LIVE AND WHO I AM

Business Response: Wednesday, December 3, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Ms. ******** is requesting the balance of the funds that she loaded to her Netspend prepaid card.

On November 22, 2014 our Risk Department blocked Ms. ********’s account. Upon the account block, we required additional verification to be sent to us in efforts to validate her account. We informed her that day of the documents we required for review. We have received and approved documents received, but still need the proof of address document. We emailed her a list of acceptable documents since the address on her state identification does not match the one on the account.

We regret the inconvenience that Ms. ******** experienced while attempting to access her account. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:I sent netspend four more LEGAL documents including AN UPDATE ID FORM THE COMMON WEALTH OF PENNSYLVANIA DIVISION OF MOTOR VEHICLES.IF THEY ACCEPTED MY STATE ISSUED ID FROM THE COMMON WEALTH OF PENNSYLVANIA DIVISION OF MOTOR VECHICLES THEN THEY SHOULD WELL ASSURE HONOR THE UPDATE ID THAT WAS ISSUED TO ME BY THE SAME COMMON WEALTH/

SECOND.mY ACCOUNT SHOULD HAVE NEVER BEEN PUT ON HOLD JUST BECAUSE I THE CARD HOLDER CHANGED THE PASSWORD ON MY ACCOUNT AND IN ORDER FOR ME TO GET THIS DONE I NEEDED MY PASSWORD DATE OF BIRTH AND PIN NUMBER WHICH WAS GIVING AT THE TIME TO THE REP.i FEEL AS THOUGH THIS IS A RETALIATION ACT BECAUSE I REFUSED FIVE TIMES WHEN ASKED BY THE REP IF I WANTED TO CANCEL MY CARD BECAUSE THERE WAS A CHARGE THAT WAS NOT AUTHORIZED .kNOWING THAT THIS WOULD TAKE SEVEN DAYS. I HAD TO PAY A BILL SO I TOLD HER NO .FIVE TIMES AS SHE CONTINUNED TO INSIST THAT  I DEACTIVATE MY CARD AND WAIT SEVEN TO TEN BUSINESS DAYS FOR A NEW CARD.

AFTER GATHERING THE INFO ON WHO IT WAS THAT CHARGED MY CARD I CALLED THAT COMPANY AND IN LESS THAN 24 HOURS MY MONEY WAS ISSUED BACK TO MY ACCOUNT NOTIFIYING BY AN ALERT ON MY PHONE FROM NETSPEND THEMSELVES.I WENT TO WORK THE FOLLOWING MORINING AND TRIED TO USE MY CARD AND IT WAS DELCLINED ,CALLED CUSTOMER SERVICE IN WHICH WHEN THEY SENT ME OVER TO THE FRAUD DEPARTMENT I WAS ON HOLD AT WORK FOR OVER 40 MINUTES.

I HAVE SENT ALL DOCUMENTS PROVING WHERE I LIVE SO SINCE THEY STILL WANT TO RUN THIS FRAUDALENT SCAM TRYING TO STEAL MY MONEY LET'S PLAY I WILL TAKE THIS TO THE HIGHEST COURT IN THE LAND FOR $4440.00 IT'S THE PRINCIPLE TO SOW THESE FOLKS NOT EVERY JUST LAY DOWN AND ALLOW THESE FOLKS TO TAKE MONEY FROM THEM AND IM ONE OF THEM.YOU PREVENTED ME FROM PAYING A BILL AND GAVE ME HARDSHIP IN MEANS OF GETTING BACK AND FORTH TO WORK FOR THAT WEEK.SO MY ANSWER IS NO I REJECT THE RESPONSE

AND JUST GOES TO SHOW PEOPLE ARE NOT REALLY PAYING ATTENTION i'M A MAN NOT A WOMAN

Regards,

****** ********

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Ms. ******** is requesting the balance of the funds that she loaded to her Netspend prepaid card.

On November 22, 2014 our Risk Department blocked Ms. ********’s account for security purposes. Upon the account block, we required additional verification to be sent to us in efforts to validate her account. Ms. ******** has provided us with all requested documents except for the proof of address as a result of her state ID address not matching the address that we have on file. We emailed Ms. ******** a list of acceptable documentation that will assist as the proof as address.

We regret the inconvenience that Ms. ******** has experienced while attempting to access her funds. If she has any further questions, I’ve provided her with my contact information.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:I have already received this response from the company and again i'm not sending any other documentation as I have sent five pieces of documentation (including a copy of my update state id for address change in which they rejected.i received a email form chris that he would be back in the office on 12/12 i had not since heard from him  in regards to this matter .So now I will be obtaining lawyer and start with court proceedings for theft by deception,unlawful seizure of funds and other punitive damages caused by their actions

Regards,

****** ********

12/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Reference number ********** This issue I'm about to explain has financially destroyed our family, we have no money for rent or food. A real bank would have credit our funds back then do a claim/investigation. On 11/25 I ****** called Ace to have my card ending in 1271 block because I notice it was missing. The rep on the phone would not block the card because she claim I was not on the account. Well I have made changes to this account since early 2000. So I hung up and tried to go online and block it, then a unauthorized transaction from UHAUL for 531.29 was taken from my account. This would not have happen if the rep would have block the card. So i called back and got another rep. I demand to talk to a manager I got the run around, then they put me on hold for over 45 min. Then I got a ***** manager online explaining to me I have to call the merchant and have them cancel the pending transaction. I explain to him No merchant cancels a transaction. I told him that since it was pending or posted he still should be able to credit my account. other banks have done it. So I told him I will call UHAUL and ask them to cancel the transaction, I knew this was wasting my time calling these people. Then ***** gave me his extension to call him back since we discuss the account in detailed. I called UHAUL and spoke to a ****** ****** I think, I she also lied like Ace and said. That per there policy they could not cancel the transaction. All lies. then she hung up on me. So I called ace back and got another rep telling me he can't transfer the call to ***** extension because they can't do that. So why did ***** the supervisor lied to me and gave me his extension. More lies. Then this rep put me on hold after i discuss the issue again. I was on hold for almost an hour. Then I got another supervisor, he name started with a ** I explain to her that other banks credit the account then investigate. She lied and claim ACE could not do that. I told her yes, if it is pending or posted the bank can credit it back to my account. So she credit the 531.29 back to my account. So we ended the call. Then on 11/26 that night I was at target and notice there was and transaction out of my account of 431. and some change from UHAUL again. I could not believe we were broke. I thought since the card was block this could not happen again, So I called ACE again and got another rep. telling me that there was no way to stop the transaction. since it was original post on 11/25. Well I could not believe what I was hearing. I thought since the card was block it could not happen again, No one informed me from all the supervisor or rep I talked to that UHAUL could just go in on a block card and take my money again, If ACE rep would have informed me of this I would have taken my money out of the account my ATM, to avoid losing my money again, This is the most awful customer service I have ever experience and I will report this to all organization every day until I can get help to get my money back RIGHT NOW. I WANT MY MONEY NOW ****** ******* ************

Desired Settlement: I want the 461.00 from Uhaul credit back to my account NOW !!!!!!! Then put in a investigate claim to this issues.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mrs. ******* mentions calling ACE and U Haul to cancel a fraudulent transaction on her account. She disputed the transactions with NetSpend and she wants the funds returned.

On November 26, 2014 Mrs. ******* disputes two transactions with U Haul for $461.13 and $49.51. We informed her that an update would be available within ten business days, December 11th. On December 9th we issued a provisional credit for $510.64. The final date of the dispute claim is January 9, 2015. No further action will be required as long as the claim is successfully won.

We understand disputing charges is a lengthy process, and we appreciate Mrs. *******’s patience while we attempt to retrieve her funds from the merchant. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a prepaid card had a problem when called them 4 different times and received different answers. They will not resolve the issue immediatly stated it would take up to 2 weeks which I'm out of the money that is to be on card. We had the same problem before after several phone calls they were able to fix This time refused and said we have to fax information. I explained do not have access to fax machine. Was told to go to store where got the card the manager there said when they have delt with this netpsend has indormation in system for this reason and suppose to fix right away.Also asked to speak to supervisor and was refused to speak to one.

Desired Settlement: Want the money put on the credit card immediatley.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *********** *********. Mr. ********* states he purchased our prepaid card with cash loaded onto it, and is requesting his funds to be deposited into his account.

On December 4, 2014, we received documentation validating Mr. *********’s Reload Pack purchase. On December 10, 2014, Mr. *********’s account was credited. I tried contacting Mr. ********* to assist with his concerns, but unfortunately I was not able to speak to him.

We apologize for the inconvenience Mr. ********* experienced while loading funds to his account. We appreciate his patience while resolving his matter. I’ve provided my direct contact information on his voicemail. He may contact me should he have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have several complaints about this company due to incidents that have occurred over the last 7 days. 1) This company accepted nearly one thousand dollars from my employer that I did not intend them to receive and when I brought it to their attention they did not provide me with the option to quickly have the money returned to my employer, nor did they provide any adequate resolution that would result in the receipt of said funding within an appropriate timeframe. 2) This company represents themselves as a banking service, with account numbers and routing numbers available to its consumers. Yet, upon attempting an external transfer from Netspend's "paypal prepaid" I was notified by my bank that the routing number they are using is not recognized as a routing number for a valid financial institution. 3) Netspend uses fine print that you must look for to gain knowledge that they are infact, not owned by Paypal nor are they a Paypal product. For those like myself who do not have perfect vision, light grey text over a white background is not visible enough to read. Also, I feel as if this company treads the very edge of legality in the sense of False Advertising, when on the phone with NetSpend's Paypal Prepaid representatives, you are never at all given any notice that they are infact, not a paypal service, The only way I have found this out is by contacting the actual Paypal Online Banking company to verify the service is not their own. 4) NetSpend's customer service/Sales Reps (anyone in the call center) are either not closely monitored by a Quality Assurance team and/or their QA team allows them to falsify information to their customers. I was told about a verification deposit made by the Paypal bank into my Paypal-Prepaid account by one of the Reps at NetSpend's Paypal Prepaid, this rep clearly had lied because upon calling paypal right after speaking with that particular rep, they verfied with me that this were not true and have launched an investigation to further look into this scenario regarding PayPal prepaid. Management was also impossible to get on the phone with after dealing with several customer service reps over the past 7 days, all of which showed that they were either incompetent about what their company can do to help, or they simply lied to get me off of the phone since my issue was not easy to solve. 5) This bank offers no expedition of services, If you need your card in an emergency situation like myself and are even willing to pay extra to receive it faster, they will not comply. All in all, these issues all resulted from NetSpend accepting money that I did not intend for them to receive and they are essentially holding it hostage at this point. I am right now as I file this report waiting on hold for a supervisor, it has been 38 minutes and the rep has not even checked to see I am still on the line. NetSpend avoids fixing any issues until they are escalated in a manner that it could affect their ability to sneak into the wallets of many unsuspecting consumers. Had I known the card did not belong to the actual Paypal entity, I would not have purchased it.

Desired Settlement: I do not want to wait an entire month before I can pay my bills. I would settle with a moneygram money order for the full amount currently being held in my paypal prepaid account by NetSpend, The faster I receive the funding, the better. I would also like that NetSpend more clearly outline what prepaid debit cards/entities they are responsible for. I do not want to do business with this company and they have been sending me cards that I have thrown away for years now. If I had known they were responsible for this card, I would have not purchased it.

Business Response: To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** *******. Mr. ******* is stating that he’s had difficulties with his NetSpend account, and the affiliation with PayPal services.
 
On December 10th, I spoke Mr. ******* concerning the issues he’s had with our product and services. Mr. ******** advised me that his concern was resolved.
 
We do regret any inconvenience that Mr. ******* went through while using our services. I’ve provided him with my direct contact information should he need further assistance.
 
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Back on November 13, 2014 my account was jeopordized and we were charged 3 ATM withdraws out of the country. Netspend was contacted in regards to the suspicious activity. It took me 10 business days to get my money refunded. Once the money was refunded now 12/01/2014 they have completely closed my account stating that the suspicious activity has given them cause to put my account at high risk. They are saying there is nothing can do to help me and as a courtesy they are returning my money will be refunded in the form of a check in 20 business day. I have 3 children to feed and can not afford to wait 2 weeks to get paid by my job and then 20 days to get my money that was in my account returned to me.

Desired Settlement: I need the money returned to me overnight or within the next 2 business days. I have children to feed and bills to pay.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. Ms. ***** stated that her account was closed because of a recent disputes claim, and is requesting immediate access to her funds.

On December 3rd our Dispute Management Team processed a closure of Mr.*****’s account. Accounts are reviewed in efforts to prevent account compromise. Ms. *****'s account was deemed as high risk due to unusual account activity. 

On December 5th we submitted a request for the Dispute Management Team to re-review the account closure. 
On December 8th we were able to inform Ms. ***** that we were able to re-open the account and restore her funds. 

We apologized to Ms. ***** for the inconvenience and assured her that she does have full access to the account. We have also provided her with our contact information should she need additional assistance.

Thank you, 

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had this account/card for a few years now and have used it as a main banking source. I proceeded to use an out of network ATM on November 7, 2014 to withdraw $100.00 USD from my account. I stopped in an establishment that I used my card at in the past including the day before this incident, I swiped my card, punched in my pin and asked for $100.00. I agreed to the $0.99 terminal fee and I knew that this bank "my bank" would charge an additional $2.50. I waited for the money to dispense but it never did, only a receipt came out stating there was an error and $0.00 of $100.00 were dispensed with no indication it had been debited from my account. I turned to the clerk in the store that day who goes by the name of ***** and asked if there was anything wrong with their machine and he proceeded to tell me no and check the machine to make sure there was enough money in it for my transaction. The clerk assured me it was enough money and instructed me to try my transaction again which I did and this time the machine dispensed my money but my receipt from this second transaction showed my account being debited twice and incurring an overdraft fee. I called NetSpend to inform them of the error and initially had massive trouble getting through because the line would just hang up and then once on the line had to wait 40 minutes for a representative who was nasty, indignant and unwilling to listen. Once I asked for a supervisor I then had to wait even longer or was just put back into the initial cue for a general customer service representative. This went on for days at a time. I reached out through email and was constantly told different answers on multiple occasions. one minute I was told my account would be corrected and the next I was being told it would not be corrected because although I did not receive the money twice the transactions were valid. When I would call or email to specifically get updates on my claim I would get hung up on purposely or rerouted back in the cue where either the phone would hang up or I would be on hold for extreme amounts of time. On more than one occasion I was rerouted and hung up on five times. After calling and emailing over and over I spoke to a supervisor the day my claim was to be completed on November 24, 2014 and was told they did not feel there was an error and my account would not be fixed. I have never had a problem like this in the past but when I did have an issue to be corrected with much less documentation that I have now, I did not have this experience. There customer service is poor and classless with extreme language barriers as well as smug supervisors who give fictitious names such as "Cash Like the Money" when asked for their identifying credentials.

Desired Settlement: I want the money attributed to this transaction error refunded/reversed in the amount $100.99 plus $2.50 out of network fee plus $15.00 overdraft fee for a total amount of $118.49. This can be done by reversal on my account or by check made out to me and sent to my address of record.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *******. She states she experienced rude customer service and was given inaccurate information regarding her ATM dispute.

On November 7th, 2014 Ms. ******* spoke with customer service to initiate a disputes claim on an ATM transaction for $100.99. During that time, customer service informed Ms. ******* that her disputes claim would be updated within ten business days. A provisional credit was applied to Ms. *******’s account on December 2nd, 2014, and we have reversed the fees associated with the transaction. Ms. ******* will have a resolution for her disputes claim by January 20, 2015. We will also review the calls made into customer service to implement any necessary actions, if needed.

We understand the dispute process can be time consuming, and appreciate Ms. *******’s patience while we attempt to recover her funds from the merchant. Should she have any further questions, she can contact us toll free at ###-###-####.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

********* *******

12/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a serious emergency that i needed a credit/debit card so i was told to get a pre paid card. i than went to my local cvs to purchase one which i have in the past visa green dot and amex and always had my funds available immediately. I put 300.00 in cash plus 4.95 card fee on this netspend card. When I got home to register card so I could use it I was forwarded to a phone number. I called this customer service number and the only option I had was to wait for a call back not even to hold. Than i was informed after a callback came 30 minutes later that I had to not only fax them my State issued I D and SS card but also a utility bill or W-2. This has to be a joke and I feel completely robbed. I gave all cah I had and now I cannot get to it when I need it. I feel like a business who has millions has committed theft by deception against me. This will not be the last contact I make or complaint. I may even pursue legal action. I want my money back times 2 and a personal apology.

Desired Settlement: I want my money back times 2 due to inconvenience and my money being held hostage by a fraudulent company.

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ******* *****. Ms. ***** was unable to activate her card until she faxed in identity documents.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

We reviewed the documents sent by Ms. ***** and approved her account on November 4, 2014. We informed her by email of the approval. She activated the card for use the next day.

We regret any inconvenience that Ms. ***** experienced while attempting to approve the account. If she has any further questions, she can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My net spend card was cancelled by the company with out notifying me Because I illed a dispute I still have no resolution I am on SSI and my direct deposit willgointo that accontin 7 days This is after they told methey would be sending me a new card I have been in Mx for years and have never I filed a disputein the last 60 days my account has been comprimised twice with differen cards This practice is totally unfair They should be assisting me not disrpting my life I am disableed and rely on direct deposit

Desired Settlement: reinstate my account and credit me the 182.00 that I am disputing The fraud is not my problem and netspend has nothing to loose as my direct deposit will cover the 182.00

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by *** ******. Mr. ****** states his account was cancelled without any notification and has not received a resolution regarding the dispute claim. He requests to have his account reinstated and funds credited to his account.

As mentioned on his complaint, Mr. ****** filed a dispute claim for unauthorized transactions made on his account. Our records show he spoke with our Customer Service agents on 11/16/2014 regarding his account closure and dispute status. At this time, he was advised that his direct deposit would be rejected.

Our Risk Management Team constantly reviews our cardholder’s accounts in efforts to remain compliant with guidelines and regulations. This department also ensures that security measures are taken to protect our cardholders. After reviewing Mr. ******’s account, it was determined that it was closed due to high risk, and he is no longer eligible for Netspend services. This decision cannot be reversed.

His account was reviewed by our Disputes team on 11/25/2014, and provisional credit has been applied. A letter regarding his dispute status and account closure will be sent to the address on file. In addition, a refund check for the remaining balance will be sent to the address on file within 20 business days.

I spoke with Mr. ****** today, 11/26/2014 and have addressed his concerns. Mr. ****** expressed his dissatisfaction with his account being closed. His feedback has been notated.

While we understand the time of the account closure can be inconvenient, we hope Mr. ****** can appreciate NetSpend’s commitment to providing a safe and secure product for all our cardholders. He has my direct contact information should he have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: My concern is that I had to call them to find out my account was closed As Ms ******** explained Had i been notifyed of the account closure earlier I would have taken steps to secure a new direct deposit source Iam copying and pasting the original e mail sent tp dispute resolution at netspend note that it clearly requests  e mail response
I am now obligated to spend time and money getting my direct deposit fixed and my check for December benefits

Nov 14IN MY ORIGINAL CLAIM LETTER I REQUESTED I BE CONTACTED VIA E MAIL AT ART******atyahoo.com the e mail address you have on file You have now blocked access to my account <Further I have not been able to open my secure inbox messages for over 5 months I also have not received my replacement card in the mail, <I also requested a temporary credit to be issued as I have no acccess I need to know my current balance ans when the card was mailed. I am currently in Sothern mexico and have no telephone access or wifi unless i go to town Please email the above info to my e mail address on file
Thank you 
*** ******
Regards,

*** ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by *** ******. Mr. ****** is not accepting our response because he had to call to find out his account was closed.

As communicated to Mr. ****** by phone and previous response, a letter regarding his dispute status and account closure was sent to the address we have on file.

Mr. ****** and I have exchanged emails regarding the status of his refund check. He has my direct contact information should he have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I didnt want to go this route but i have no choice. Netspend offers the option to transfer money on-line from one account to another. I have been with them for about 5 years and I have set-up an account for my husband, finally, a few months ago so when i saw this I thought that is great. When i tried to do it I received a message telling me I am not set-up to do this and to call customer service so I did. The first time I called in I got **** and was told before i can get the option to transfer funds she has to get me to the department that can remove this restriction. I asked why i had a restriction on my account and she couldnt tell me so I hung-up. Second time I called in, same day, I spoke with ******** and was told all I had to do was answer 4 security questions and then in 4 business hours I will be able to do it. I tried later that day, in 5 hours and it still didnt work. This was on Friday the 14th of November. So I waited and tried again Sunday the 16th and to no avail. I called again and spoke with someone...I was so upset I forgot her name....who tells me now I have to mail in some kind of verifcation? I am so upset with this company! I received a resapones from my email to them telling me what they need faxed over. Now I have faxed over paper work 3 times, the first time they said it was blurry. So I emailed over a copy of my drivers ID,(that I took a picture of with my phone) and once I did that my Century Link statement was fine and a copy of my direct deposit from employeer which is deposited into this account. Now they are telling me I need to send over my social secuirty ID or a military ID. I am not going to do anything else. I feel that I have done all they ask and now they want more. My drivers ID should cover any identity problems. Then when I ask for a supervisor I didnt get one. I just send another email to them requesting a supervisor, 2nd time that I am requesting this. But I am not waiting. I did tell them I was going to file this if i didnt get a supervisor so here we are.

Desired Settlement: I want to be able to transfer funds to another account. The account I want to transfer funds to is my husband and it is with his Netspend account .

Business Response:

To Whom It May Concern:

 

We received complaint # ******** filed with your office by ****** *********.  Mrs. ********* is requesting to use the feature of transferring funds from one NetSpend cardholder to another. 

 

This feature is offered to the NetSpend cardholder upon request.  As a protection to our cardholders we will request identity documentation before the feature is approved.  Mrs. ********* has sent some of the required documents.  When we receive all of the acceptable documents for review, we will make the approval decision. 

 

We regret the inconvenience that Ms. ********* experienced while waiting to add the fund transfer feature to her card / account. If she has any further questions, I’ve provided her with my contact information.  

 

 

Thank you,

 

***** ** ********

Corporate Customer Response Team

NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
i have done all that they have asked and providing them with my Drivers ID should be plenty.  it has my picture on it with my address.  I dont have a military ID and i am not giving the a copy of my social security card.  I answered all 4 security questions over the phone and faxed them plenty of proof.  And they dont have my name correct...i am not Ms. *********
Regards,

****** *********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** *********. Mrs. ********* states she has faxed all required documents in efforts to access Netspend’s transfer service.

At this time, we have yet to receive all required documents to activate our transfer service onto Mrs. *********’s account. We greatly apologize for not having Mrs. *********’s name correctly stated in our initial response. If Mrs. ********* is still interested in our feature, she can certainly send us all required documents that have been provided to her. Upon obtaining the required documents, we will review her eligibility for the transfer feature.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have the privilege to enjoy early retirement. My employer promised my retirement money would be deposited to my account on 11/28. On that same day, 11/28 I received a text message and an email from Netspend letting me know that I had a pending deposit and for the security of my account, I needed to contact them. I did and was told that I needed to send verification documents, which I did 6 times via fax to ###-###-#### and via email to **********************. I was told that my money would clear in 6 hours. It has been 5 days and have yet to receive my money or a call or an email from this company letting me know what the status of my direct deposit is. I have called multiple times, asking to speak with supervisors and have been denied this. When I call, I continue to be told that my direct deposit is still on hold and they keep telling me that I need to wait 6 hours. This company never warned or informed me that for a large direct deposit, I needed to wait for so many days to clear. This has caused a tremendous amount of stress and inconvenience since I had multiple payments coming through that are now going to be returned and I will be charged late fees since Netspend has not cleared my deposit. There are a lot of choices out there for cards for me to choose from and though, I never had a problem with this company before, I will never recommend this card to anyone else anymore. Ironic for me to ask that I am asking for this company to give me access to MY money.

Desired Settlement: First of all- the most important thing is to get my money deposited in my account, please clear my deposit. This is MY retirement money and I worked hard to earn it. Also, an apology, for the lack of understanding, compassion, lack of follow through and overall caring. Just need for them to do their job.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** * ********* ** ****. Ms. **** states NetSpend has not posted her direct deposit although all of the required steps have already been taken to validate it.

Ms. ****’s deposit in question was received on November 28th, 2014. Her deposit was verified after the documents were received by NetSpend on December 1st, 2014. Records show Ms. **** was able to access her funds the same day. I spoke to her on December 5th, 2014 to follow up, and she advised me that her issue had been resolved. Ms. **** has our contact information if she has any further questions.

Thank you,


****** ********
Customer Response Team Analyst
NetSpend Corporation

12/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted a Stop Payment Request for an ACH Debit on Tuesday 11/25/14 and the company received it. However, the next day, they allowed the debit to come out of my account. I was placed on hold several times for approximately 30 minutes when I called in to dispute it and find out why they paid it and then I was hung up on. I called back on Friday 11/28/14 and was told that the company could still collect the funds up to 3 business days after I submit the Stop Payment Form. I alerted the rep that it does not state that anywhere on their website or on the Stop Payment Form I submitted. The rep just apologized but told me I would have to submit a claim and it would take 10 business days before I would receive a response as to whether my account would be credited.

Desired Settlement: I would like my account credited back for the $90 immediately. It was a failure on their part. I will also be closing my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. She states a transaction was able to post to her account after her stop payment request was not processed as promised.

We reviewed Ms. ******’s account and confirmed the stop payment form was received on 11/25/14 and would expire after one month.

Unfortunately, our back office team approved the debit in error. We have addressed the agent and we are providing additional training to ensure a situation like this this does not occur again. The funds have been reversed and applied to her account on 12/2/14 earlier than the normal 10 business day timeframe.

We apologize for any inconvenience Ms. ****** may have experienced. She has our direct contact information if she has any further questions.

Thank you,

****** ********

Customer Response Team
NetSpend, a TSYS Company

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a disputing going on cause i lost my card and they denied me with looking into it and my card was used and paypal dont want to pay me my money back so they close my account and i just want my money back thank you and i hope u guys help me to get it back

Desired Settlement: 3,300.00 something like that

Business Response: Thursday, December 04, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****.  Mr. ***** is requesting to be refunded for a PayPal transaction that occurred on his account in the amount of $3,300.00

After reviewing his account, we did not identify that a PayPal transaction occurred in the amount of $3,300.00. We also reviewed Mr. *****’s dispute claims, and did not see that a transaction was initiated or disputed for the amount in question.

I’ve informed Mr. ***** of our findings concerning his inquiry, and provided him with updates concerning his existing dispute claims. Mr. *****
understands what has taken place on his account, and has my contact information in case he has any further questions or concerns.



Thank you,

***** ****
Corporate Customer Response Team
NetSpend, a TSYS Company

12/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: in late Sept of 2014, spurious banking transactions drained my netspend account of nearly $1,800. the transactions appear to be associated w/ the home depot breach. they occurred in Britain & my work schedule along w/ my lack of a passport proves i was never in Britain. It's obviously fraud & several customer service reps over the course of several conversations told me if the charges weren't initiated by myself i would get my money back. Some assured me i would have money back within 10 days. Communication from netspend has been inconsistent & inconvenient. Their call center is frequently over-loaded. Moreover, differing reps provide different explanations and details. It's mixed messages and chaotic. Finally, on November 11, they sent me a message indicating that they had found no error? I have contacted them numerous times after waiting for the time-frames they suggest to expire. Meanwhile, it's just more and more BS & they simply are not giving me my money back. Banking is a trust industry. If I loan someone money who then proceeds to provide meaningless time-frames and excuses all while NOT paying me back, I don't loan them money anymore. I know I cannot trust them. I cannot trust netspend.

Desired Settlement: I'm tired of waiting. I'm tired of BS. I want my money back.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. Mr. **** mentions that fraudulent transactions occurred on his account, and is requesting to be refunded..

On September 26, 2014 Mr. **** disputed six ATM transactions. We informed him that an update on the claim would be given in ten business days, October 10th. On the tenth business day we requested that he send in a letter of dispute, so we could understand his claim more clearly. We received his letter of dispute on November 17th. The funds for his dispute claim were credited on December 9th. He was notified by telephone and email.

We understand that disputing charges is a lengthy process and we appreciate Mr. ****’s patience while we worked to resolve his claim. If he has any further questions, I’ve provided him with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.

I do not feel confident that this matter would have been resolved without complaining to regulatory agencies.  

Regards,

****** ****

12/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Direct Deposit did not come in awhile back, leaving me to have to pay back vendors once I did have my money. Then at the end of October I was sent a text message saying that I 'might have trouble using my card'. I had been using it with no trouble. When I called them they said there was a block on my card, that someone had tried to access my account. When I tried to use it to see if it was working, it was blocked. When I called them they said that that had been a fraudulent transaction (it was my transaction). They said they'd keep my account active, yet I couldn't food shop or pay my rent (I have to use a money order with this landlord) for a week or so. They said I could get another card and have my account transferred to that. Then when I got that (for $20) they said the card wasn't 'mature' enough to have my account on it. Finally a permanent card to that came and I activated it and could use my money again. But now their online page has no way of accessing the attached Savings Account that has $10 in it. That feature used to be there, but now it's only to promote the Savings Account. They had sent me the replacement card they said they would send (like 2 weeks later), but I didn't want to activate as I have this permanent card to the temporary card, and its working fine. Their online page only shows the .71 balance that was on the temporary card and not the actual balance to my account that's on the permanent card to it. I could simply activate the card they sent and see if that would work, but I don't want any more problems with them. I think all of this has been harassment (I had similar problems with a private cell phone that I had). but they shouldn't be facilitating that. Otherwise, this is a very poor service and it is risky to talk to them, as their online customer service said that they thought I was saying that it wasn't me calling about the card (my calls had only been about their blocking of my card: 'there were a LOT of calls about your account! And you said it wasn't you making them!' Very bad communication there or they're lying (to harass me). They may now be trying to keep my $10 in the savings account since there is no way for me online there to transfer it to the card to spend, and I'm afraid of calling them (which could do anything). They have thick accents there and I don't know where this phone room is or who is doing the customer service by phone.

Desired Settlement: I want the online page to reflect the current card I'm using (the card ending in 8212) and its actual balance, and for them to put back the feature allowing you to transfer your Savings to your card again.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. She stated that she had no access to transfer or view her savings account balance.

We spoke with Ms. ****** on December 01, 2014. We assured her that the recent blocking of her card was to protect the funds from any fraudulent intent, and informed her of her new card purchase that initiated on October 30, 2014. Ms. ******’ new card purchase created a new Netspend account. Therefore, when Ms. ****** attempted to view her transaction history on the Online Account Center, she was only able to see transactions associated with the new account.

Ms. ******’ savings account information remains on her original account. Once she logs into the account using her original username and password, she will have access to her transaction history, and her savings account balance.

We sincerely apologize for any inconvenience this may have caused Ms. ******. She has my contact information should she have any additional questions.

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My card was stolen I filed complaint with this company about it being stolen they never returned my money and and I know the company's sent it back to them but was never returned to my account... This company is not a legit company to ever get a card through if your just rebuilding your credit there is no customer service and if your card is ever stolen and someone uses it you will never get your money back .. Verizon is staying to me they have sent then back 379 which is not showing on a statement and the company is telling me they never received anything.

Desired Settlement: I want all my money back for the charges that I never made on my card because the card was stolen and an apology

Business Response: Tuesday, November 18, 2014
To Whom It May Concern:
 
We received complaint # ******** filed with your office by *** *********.  She is requesting to be reimbursed for the full disputed amounts listed in her dispute claim.
 
Today, November 18, 2014, I spoke to Ms. ********* and suggested that follows up with Verizon to check the status of the refund that they are supposed to issue her. I’ve also sent her all documents supporting the decision of her dispute claim.
Netspend regrets any inconvenience Ms. ********* experienced concerning her dispute claim. At this time, she has my contact information if she has further questions.
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:they have sent me 2 different proofs one of which should have never been on the dispute the other one I did not do which I have told them that I have sent them a police report back thence just would like my money back that was stolen from my accound because my card was stolen... If I have to go to the attorney general next and file more I will I have filed the card stolen also provided them with the police report . This has gone on long enough no other REAL bank would I have to go to this extent after proof has been provided. 

Regards,

*** *********

Business Response: To Whom It May Concern:
 
We received the response to # ******** filed with your office by *** *********.  Ms. ********* is stating that NetSpend has not provided her with a solution for her dispute claim..
 
Ms. ********* filed a disputes claim, using the Online Account Center on March 7th, 2014. This method conveniently allows cardholders to select each transaction they would like to dispute. Once the dispute claim is initiated, our Disputes Team reviews, and resolves the claims accordingly.
 
On May, 15th, our Disputes Team closed Ms. *********’s disputes claim as a result of finding no error with the transactions in question. Two of the merchants provided documents validating that the transactions were correct Paypal *Lily Direct for $16.96 and Asurion Wireless for $169. Additionally, Ms. ********* accessed her online account while the transactions in question were initiated, but the transactions weren’t reported until 181 days from the first unauthorized charges, when we received the original BBB complaint. After our Disputes Team re-reviewed Ms. *********’s disputes claim, it was determined that her claim remains closed with no error found.
 
We regret the inconvenience that Ms. ********* has gone through in efforts to recover her funds. I left her a voicemail on Wednesday November 26th with my contact information

Thank you,
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I HAVE ALREADY BEEN CHARGED A OVERDRAFET UNDER MY SKYLIGHT ACCOUNT IN THE AMOUNT OF 18.86 . I RECENTLY PURCHASED A NEW CARD AND NETSPEND CLAIMED I STILL OWE THAT AMOUNT AGAIN AND IS HOLDING MY MONEY 85.00.

Desired Settlement: I JUST WANT MY MONEY BACK NOW . THE CASH AND 3.95 FOR THE PURCHASE OF TEMP CARD THAT THEY HAVE REFUSED TO ACTIVATE

Business Response:

Tuesday, November 25, 2014

To Whom It May Concern:We received complaint # ******** filed with your office by ******** ******. She is requesting her funds to be reimbursed back to her that was loaded onto her account.

We were able to locate a cash load in the amount of $85 on Ms. ******’s new Netspend account that initiated on November 11, 2014. Her account was automatically blocked as a result of owing a negative balance from one of her previous Netspend accounts.

When Ms. ****** contacted customer service on November 12th, she requested to obtain her $85 that was loaded to her account. Customer service offered to issue her an ROF (Return of Funds) check, which was mailed to her address on file on November 21, 2014. When I spoke with Ms. ******, she confirmed that her issue was resolved.

We regret any inconvenience that Ms. ****** has experienced. She has my contact information in case she has further questions or concerns. Thank you,

***** ****
Customer Response Team
NetSpend, a TSYS Company

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 11-19-2014, I received a notification in the mail about a Pre-Paid Card, I never authorized this company or any of there third party companies to use my info as they see fit, including there marketing company to send me any type of pre-paid card. I feel that my credit and my rights have been jeopardized.

Desired Settlement: I would like a letter from the president or the CEO himself to write a apologize letter letting me know that he is looking into this matter and that everything is closed and nothing will be added to my credit report on all 3 credit bureaus.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. She states she received a card from us that she did not request and is concerned about her credit.

The card Ms. ******** received is a prepaid debit card offer and is not associated with any form of credit. We appreciate her notifying us concerning the card and we have closed the account. We have requested the card source information and will provide it to Ms. ******** when it is available. A letter confirming the account closure has been sent for her records. We also removed her name from our marketing lists so she does not receive future offers.

We truly apologize for any inconvenience this may have caused Ms. ******** and she has our contact information if she has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company

12/8/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My account has been closed and was told that the funds on my account would be mailed in 20 business days. It has been mailed on October 31,2014 and I still havent received it.

Desired Settlement: My funds.would be placed on debit card or sent priority mail asap.

Business Response: Tuesday, November 25, 2014

To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** ******. Ms. ****** is requesting the funds from her closed account.  

We spoke with Ms. ****** and informed her that the check was mailed on November 21, 2014.  NetSpend regrets the inconvenience
that Ms. ****** experienced while waiting for her refund check. If she has any further questions, I’ve provided her with my contact information.   

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 3 paypal prepay debit cards then immediately activated them with $20 each. Upon attempting to make a purchase each card was denied. After contacting customer service I spoke with a person with a very thick, hard to understand accent who told me a block had been placed on the accounts until id documentation was sent in. I was told that the cards would be activated within 24 hours of the documents being received. 36 hours after sending in the information my cards still have not been accessed. After calling customer service again I spoke with a rep with a very difficult accent. I was informed that the documents were received but needed further review. He told me the card would be on in 2 hours which was a blatant lie because 2 hours later the cards were still not activated. Also, I was charged a service charge immediately upon "activation", however, I still have not been able to use the card due to the block placed on the cards. In effect, I was charged for a service but was unable to use said service which is fraudulent. In addition to the customer service reps all having poor, unintelligible accents I was placed on hold while a supervisor was supposed to be summoned, but was instead routed to another rep then again for the 3rd time. This company is ran like an upstart outfit. The extremely poor customer service coupled with the hidden fees and difficulty in recitfying issues has left a biter taste in my mouth.

Desired Settlement: I'd like for my cards to be activated so I can retrieve my funds and severe all ties with the company.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****-*****. Mr. *****-***** states he purchased 3 PayPal Prepaid MasterCard accounts and has sent documentation to have blocks removed. He would like to activate the cards so he can access his funds.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them.

As mentioned on his complaint, Mr. *****-***** sent documentation to have the blocks removed. Unfortunately, we did not receive all required documentation. I have tried contacting Mr. *****-***** by phone and email to help address his concerns, but I have not been able to speak to him. Once we receive all required documentation, the blocks can be removed.

We regret any inconvenience that Mr. ***** *****-***** has experienced while attempting to activate his cards. He is welcome to contact me directly at the information I have provided or contact Customer Service at ###-###-#### for further assistance.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

12/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried since last christmas to avicate my cards i have [5] five of them. I have been told by costumer service that i would have to send a copy of my social security ,drivers lisecine to customter service. I asked to speak to a supervisor and was hung up on. I will not do buiness with them again.

Desired Settlement: please refund my money

Business Response: Tuesday, November 25, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** wants to receive the funds from five cards he purchased last Christmas.

We contacted Mr. ****** on November 24, 2014 about his remaining funds on the card registered in his name. The funds have been consolidated onto one account. We are mailing him a check on November 28th.

We regret the inconvenience that Mr. ****** experienced while trying to access his funds. If he has any further questions, I’ve provided him with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Netspend prepaid card to pay bills with. I bought the card towards the end of September 2014. I called to activate the card. I was unable to do so due to having previous cards with them. I was told that I would have a refund check mailed within 20 days. I called to follow up on this about 5 days ago. Every time I call I get a run around or I'm given different instructions to adhere to. First the check was never mailed, and then it was. Last night she couldn't even find the account and told me to fax in a copy of my ID. Today I spoke with somebody and she put the request in I should receive my refund by Dec.23, 2014. I just don't trust it. It shouldn't take this long to receive a refund of $130.

Business Response: Thursday, December 4, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******.  She states that she was unable to open an account with NetSpend and that her refund check has not been received.

Ms. ****** purchased her card on September 25th and loaded $130.00 on to it.  When she called in to activate her card, we located a previous account that was closed by our Risk Department. 

At that time, our customer service agent advised that Ms. ****** would be ineligible for service and that a refund check would be requested.   Unfortunately, our Accounting Department did not receive the request until she contacted us again on November 24th.

We spoke to Ms. ****** on December 2nd and advised that a refund check was placed in the mail on November 26th.   We also explained why she is ineligible for NetSpend service.

We regret the inconvenience experienced by Ms. ****** with receiving her refund check, and appreciate the opportunity to assist her with the account.  Ms. ****** has our contact information should she have further questions. 

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** ******

12/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Friday November 28th I attempted to transfer funds off of my prepaid account to someone else's prepaid account, something I have done many times in the past. I received a notice that I needed to call customer service to complete the transfer. I called and was told for that for my security they had placed a block on my account and I needed to answer some questions to remove the block. I answered their questions and was told it would be 4 hours and the block would be removed. I tried later that evening and received the same message, when I called back customer service was closed. I phoned customer service again on November 29th and was told the exact same thing, I answered their questions and was told the block would be removed in 4 hours. I tried again and received the same messages. I phoned customer service for the 3rd time on November 30th at 9:00am, and was given the exact same explanation, I answered all their questions and they said it would take four hours which would mean the block would be removed tomorrow, when I told them that 4 hours was not tomorrow they said that was their policy. I requested a supervisor who told me yes they have records of me calling and passing their security test 3 times but that the department that removes the block didn't remove it. He further explained that there is no way to reach that department directly and that I now needed to fax in my social security card, drivers license and proof of address. When I questioned why they needed that information they wouldn't give me an explanation. When I asked about getting my money off of the prepaid card I was told that I couldn't transfer it off the card, but if I wanted to pay their ATM fees I could try to get my money that way. When I explained to them that based on that they are holding my money for ransom, they had no answer. So they have my money, I have no way to get access to it without paying their fees (transfers are free, but they are blocking my transfer)

Desired Settlement: I want access to my money that is being held hostage

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ******* ******. He stated that there was a block on his account preventing him from being able to process a card to card transfer. He also stated that the customer service agents provided him with incorrect information.

On November 28, 2014, our customer service was able to confirm Mr. ******** security information, and submit a request for block the removal. The block was removed from his account on December 01, 2014. We were able to speak with Mr. ****** on December 04, 2014, and explained that the block was initiated due to inactivity on his account.  

We explained to Mr. ****** that we will provide coaching to the agents if necessary, to ensure that the correct processing timeframes are provided if we are experiencing any delays. We sincerely apologize for any inconvenience this may have caused Mr. ******. He has my contact information should he have any additional questions.  

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******* ******

12/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Trying to resolve a refund issue, the supervisor i spoke with was extremely rude with me, lied to me and ended a rude comment. first off, he lied to me, contradicted himself several times, when i asked to speak with his manager he replied: "Sure, but it's gonna end with the same results." then when i spoke with the manager she gave me the runaround as well and essentially refused to assist me resolve my issue. later i had a supervisor from paypal in a conference with me she went above and beyond her requirements for her job, but still couldn't get netspend to resolve the issue and had to ask 4 times to speak with a manager.

Desired Settlement: i simply want; 1. my refund processed (probably will be by the time you guys see this) 2. netspend and the guy that was rude to me receive some form of disciplinary action as applicable per the standard for companies that refuse to do their jobs and rude employees.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. He states he received rude behavior from a customer service representative and a supervisor when trying to resolve a refund issue.

Mr. **** initiated a dispute claim online on November 11th, 2014. He contacted us on November 16th wanting to cancel the dispute because the merchant agreed to refund him. Mr. ****’s refund posted the date he contacted us and he was able to access his funds.

I attempted to contact Mr. **** twice to address his concerns; however, I was unable to speak with him. We will review the call recordings and implement any necessary actions with the representatives he spoke to, if necessary.

We truly apologize for any inconvenience this has caused Mr. ****. He has our contact information if he has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
once again, they have lied. see for yourselves.

"MESSAGE FROM BUSINESS:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. He states he received rude behavior from a customer service representative and a supervisor when trying to resolve a refund issue.

Mr. **** initiated a dispute claim online on November 11th, 2014. He contacted us on November 16th wanting to cancel the dispute because the merchant agreed to refund him. Mr. ****’s refund posted the date he contacted us and he was able to access his funds.

I attempted to contact Mr. **** twice to address his concerns; however, I was unable to speak with him. We will review the call recordings and implement any necessary actions with the representatives he spoke to, if necessary.

We truly apologize for any inconvenience this has caused Mr. ****. He has our contact information if he has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company
"

now this attachment is from my NetSpend account, and i called them multiple times trying to figure out why my refund hadn't been posted yet as i had initially contacted Paypal about the transaction nearly a week prior, and simply filed the dispute with NetSpend in an attempt to speed up the process. and as you can see the funds were not posted the same day, regardless that it's only 39 minutes past when the date they claim, the were still incorrect... unless you take timezones into consideration, but even still they should have at least credited me when the supervisor started getting rude with me. that's pretty much what any good business's customer service team would have at the very least attempted to do. and yes they did call me twice, the first time i did get the call but i had to go to work and couldn't talk, the second time my phone didn't ring 'else I'd have answered them.

Regards,

****** ****

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. He states he received rude behavior from a customer service representative and a supervisor when trying to resolve a refund issue.

As previously stated, our records show Mr. **** contacted us on November 16th wanting to cancel the dispute because the merchant agreed to refund him. Mr. ****’s refund posted the date he contacted us and he was able to access his funds.

We have reviewed the call recordings and implemented necessary actions with the representatives he spoke to.

We truly apologize for any inconvenience this has caused Mr. ****. He has our contact information if he has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.

Regards,

****** ****

12/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On nov. 16 2014 I sent $19 from my paypal to paypal prepaid mastercard account via instant transfer. I did not receive the money and for almost a week I had to deal with multi lies and run arounds. This caused me to have to pay late fee on bills as well as borrow money to pay that bill. It took multi calls and hours upon hours on the phone to get paypal to return my money but both companys lied and are to blame for the issue and neither have tried to make this rite on a issue that should of been resolved with one call took 5 days multi calls hours of frustration lies and run arounds somebody needs to make this rite.

Desired Settlement: to make it rite somebody is cause me boorowing money and a late fee I had to pay and all hours of stress lies and run arounds I went through

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mr. ******* states that he attempted a transfer from his PayPal account to his PayPal Prepaid MasterCard, but it did not successfully go through.

On December 1, 2014 Mr. ******* sent us a copy of a confirmation email concerning his PayPal transfer that was attempted on November 16, 2014. The attempted transfer amount was for $19. After I confirmed that his PayPal transfer did not successfully transfer to his PayPal Prepaid MasterCard, I issued the refund to his account for the attempted transfer amount.

We regret the inconvenience that Mr. ******* experienced while waiting for his transfer to post to his account. If he has any further questions, I’ve provided him with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** *******

12/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We had over $900.00 fraudulent charges placed on our bank account on November 20, 2014. I notified Netspend immediately, when this occurred. All of the charges were placed on a card that was comprised during the Home Depot breach and was supposed to be deactivated on Oct 01, 2014. Netspend reissued new ATM cards, but failed to deactivate the card that was comprised. The charges done on this ATM card wiped our account clean. At this time Netspend is stating that they will not replace the funds in back into our account until they have completed their investigation which could take anywhere from 7-45 days, nor will they verify if we will be returned the funds at all. They have repeatedly said that they need to go back to the merchant where the charges were done. All of the charges were done in Overseas, and we live in California. They already have all of the information on file, showing that card was compromised; this was a letter that Netspend provided us directly from Home Depot. I have repeatedly talked to them over the last two days, explaining that this was unacceptable. The funds would not have been pulled had they deactivated the card in October like we were told. I have also explained our financial situation to them. Both my husband and I were just paid on the 19th of November, neither one of us will paid again until the 5th of December. Leaving us two weeks without any funds at all. We are now facing multiple late penalties on several bills that are due to be paid during this time.

Desired Settlement: I would like the funds to be placed back in the account immediately.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** **********. Ms. ********** mentions disputing fraudulent transactions on her account and she wants the funds returned expeditiously.

On November 20, 2014 Ms. ********** disputes three transactions. We informed her that an update would be available within ten business days, December 5th. We spoke with her on December 1st, and informed her that her disputes claim was paid out in full.

We regret the inconvenience that Ms. ********** experienced while waiting for her disputes claim to be resolved. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** **********

12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to a open another account with netspend. Which I put $300.00 to open the account at that time. The clerk stated that there was something wrong with the transaction and I need to call netspend directly. As soon as I left the Ace Check Cash. I called netspend ###-###-####. Which am gentleman stated that they could not open another account for me at that time and they will send me the $300.00 back within 20 business days (This was Oct 14, 2014). On November 4, 2014; I called to inquire on the check which they stated that the check had been sent to my correct address **** ********** *** **** ****** ** ****** They informed me again that it will be 20 business from Oct 16, 2014 and the check # was ****** for $300.00. On Wednesday November 12, I called again it was 20 business and the check was not in my mailbox. The lady stated give it to Thursday since Tuesday was a holiday, if @ that time the check had not come they will reissue the check. The check didn't come Friday November 14, So I email them again about the check. They said that they couldn't find me account. Now, I called today November 17, they still say the check was mailed but they will exculpate my concern and try to get a check out in 48 hours but my concern is that the first check didn't come to my address. Do I have the rights to have them to overnight my check? Thanks

Desired Settlement: They can send me a refund via fedex overnight.

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ******** *********. Ms. ********* states she has not received check #******, and is requesting a refund via Fedex overnight.

I spoke to Ms. ********* this afternoon and have provided the information pertaining to the check in question. A replacement check was mailed out via USPS on 11/21/2014.

We apologize for the inconvenience Ms. ********* has experienced due to not receiving her refund check. She has my direct contact information should she have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
Yes, I spoke with Candy on yesterday November 24,2014 about not receiving a refund. My main complaint was about not receiving a refund check which still as of November 25, 2014 I have not. I do understand she sent another check out but I still have not received it.  If & when I do receive the check; I will cancel my complaint.

Regards,

******** *********

12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new prepaid card on 11/17/14 & called to activate it. I was then told that I need to provide my ID with ssn & a bill as proof of whom I am. I understand that and informed the customer service rep ******** #******* that I will be sending over something with my ssn on it all but the last 4 showing that is my number he would not accecpt that. I then asked for a supervisor in which **** ******** was placed on the line in which he stated he had 3 opitions for me 1. I can send in my information ID complete ss card & a bill 2. They can issus me a check in which they will charge me $5-$10 dollars of my own money. 3. I can use this card but only in store. Now my problem is 1st I have been a member since 2012 and received a placment card before with no problems. But I just put $350 dollars on a card I can not use & they gonna charge me to send me back me money oh & it takes 20 days just to do that. I told **** that I am state employee with a state employee ID & I can send them a paystub with all the other information on it like my last 4 ssn & full address but they won't accept that. Then I asked **** to speak with his supervisor he then informs me that I can not & they states he doesn't care whom I worked for & until I send in something they will be holding my money. Now this was to be my kids Christmas money for me to finish my shopping I don't just have $350.00 dollars to give away. They have to have better customer service & a better policy for customers.

Desired Settlement: I need my money back & I can't wait 20 days for it by then it'll be Christmas already and my kids won't have a gift to even open. They need to change policy to where as long as the person can show you the last 4 ssn, they need to let **** know that when a customer ask to speak with his supervisor to not be so rude because if it was his money he would have wanted some help & a better understanding himself.

Business Response: To Whom It May Concern:
We received complaint # ******** filed with your office by ******** ******. She stated that her account was frozen due to a request to verify her identification.

Ms. ****** purchased a NetSpend account on November 17, 2014. We were not able to approve the account because the information that was provided needed to be verified. We were able to receive the requested documents to confirm Ms. ******’s identity on November 19, 2014. 

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them.  NetSpend is compliant with the laws concerning the prepaid debit card.

We regret any inconvenience that Ms. ****** has gone through in her efforts to activate her card. If Ms. ****** has any additional questions we have provided her with our contact information.

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was issued my federal tax refund after filing via TurboTax. The money was placed directly onto a NetSpend prepaid card at the suggestion of TurboTax. In fact, it was the only option given. I received my card quickly and the funds were available. I have been using the card without any problems, but the received an email stating that my card was blocked. I have made several calls to the customer service area and was told that they need me to scan in my drivers license, social security card, and utility bill to them. I am very uncomfortable sending this information via email due to identity theft. The IRS has already verified and released my return. They should not be illegally holding onto it. I have already spend a good portion of my funds but have a significant amount left that I need access to. This is my money. When I asked customer service for a number to contact the fraud department they said there isn't anyone that I can speak with without first sending in the requested documents. I have heard from several people that they had problems with money missing from accounts and identity theft after doing this. I simply want access to my refund. I would also like to close the account.

Desired Settlement: I believe I stated this above, but I want (need) full access to my funds immediately. This is my rent/ bill money that you are holding onto. This is my federal refund. I want the funds to be made available immediately so that I can pay my bills and then I want the account closed immediately at my request.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *********. Ms. ********* is requesting the funds that she loaded to her Netspend prepaid card through Turbo Tax.

On November 15, 2014 our Risk Department blocked Ms. *********’s account. Upon the account block, we required additional verification to be sent to us in efforts to validate her account. We informed her that day of the documents we required for review. When we spoke with her on November 24th, we informed her that we did not receive the required documents. She is emailing them again so we can make an assessment.

We regret the inconvenience that Ms. ********* experienced while her account was temporarily blocked. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a card at Cumberland farms then added $80 dollars to pay a bill. I was unable to activate the card and proceeded to call in to find out why. I get a hold of someone and they tell me i need to send in a copy of my SS Card and my DL and a copy of my utility bill which i did and nothing came of it. I then called back again to find out the status and kept getting different answers daily. I was transferred numerous times and put on hold for hours on end. I then asked for my account to be closed and a refund check sent to me in which they said it would take 20 business days to receive my check which i said fine. I then called a week later to check the status of the refund check only to be told i yet again needed to send in my SS card, DL to get a refund check which i already provided before. I am not happy at all with this service and just wanted my money back.

Desired Settlement: I just want my money back that's all

Business Response: November 25, 2014

To Whom It May Concern:

We received complaint # ********filed with your office by ***** ********. He stated that he was not able to activate his NetSpend account because Netspend requested him to send in documents to verify his identity.

Mr. ****** purchased his NetSpend account on November 08, 2014. His information could not be verified, which prompted our customer service to request him to send in documents to verify his identity. We reached out to Mr. ******** and apologized for the inconvenience of having to submit his documentation. He agreed to resubmit the documents for review. We were able to have the account fully approved on November 25, 2014.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

We regret any inconvenience that Mr. ******** has gone through in his efforts to activate his card. If Mr. ******** has any additional questions we have provided him with our contact information.

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ********

12/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: N ets pen d has a policy which allows you to go into an over draw status of $100.00 without any fees as long as you credit your account the amount of the overdrawn charge within 24 hours. Until you bring your account current a $15 pending overdrawn fee will show. If you do not pay your overdrawn amount within 24 hours then the $15 becomes posted to the account. On 10/29 I was charged THREE overdraft fees after a charge of $6.62 and $116.87 cleared my account. I made a deposit of $52.00 which covered my original charges minus any overdraft fees that I knew would drop off after my deposit posted. The next day I called Netspend spoke to two rude, unhelpful "customer service" representatives before I finally reached a real customer service representative named Albert who assured me the fees would be waived I just needed to allow 24 hours. I asked for a reference number for our conversation but he just provided my account number and said he would note my account of what we had discussed. I spoke to him at 1:20 pm post on October 29th. After three days had gone by the fees were not waived I called back and am now told the fees were not waived because I did not pay the fees originally. That is not the rule. I didn't need to pay the fees because I credited my the account the amount that caused me to go into overdraw.

Desired Settlement: I Want my $45.00 Back I did What' I Was Supposed to Do NOW its time for them to do their part and follow their own rules. There wasn't any reason for me to pay anymore than I did because that would have just credited my account the extra money and I didn't need the money in the bank.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Ms. ******** wants to be refunded for the overdraft fees charged on her account.

The optional Overdraft Protection Program (ODP) allows some of our cardholders to complete transactions beyond their available balance. Each charge that draws the account more negative beyond the $10 buffer is charged a $15 fee. The $15 fees are included in the maximum ODP limit of $100. If a deposit is made to bring the account to a zero or positive balance within 24 hours of the ODP occurrence, the fee will be waived. On October 29, 2014 a deposit was made after the 24 hour period of the ODP occurrences to bring the account balance to a positive amount.

On November 21st we spoke with Ms. ******** concerning the program and confirmed her understanding of the ODP fees. We issued a courtesy credit to the account. We regret any misunderstanding surrounding the Overdraft Protection Program. If Ms. ******** has any further questions, she can contact us at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

12/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been dealing with Netspend since I filed my taxes for 2013. I was supposed to receive my first card in feburary in which it was never delivered. At first I thought it was turbo tax but come to find out from filing a tracking on my tax refund from the Irs I found out it was netspend who was supposed to deliver me my card. I moved and called netspend telling them I still never received my card and they said they have my money and will deliver my card to my new house in *****. They told me it would be expedited and I would receive it in 2 days. I never got it I called back they said it couldn't be delivered so they said they will send me a new one well this happened three times. The last card they sent they assured me it would be delivered and the representative said I had her word and it most definitely will get it. Finally after the third card was sent and not received I called back asking to speak to manager the first time I was transferred and he answered and when I was explaining , I was then hung up on. I called again and asked for a manager and was put on hold for about 25 minutes. I told him the issues he said he could not do anything about it , that I have to wait and I asked if they could just transfer money to my account and he said no . I said who can I speak to higher after asking for a tracking number to this card so I can track it myself this time and he said no. He told me managers were not there even though I specifically asked for a manager. I said you need to get me to someone higher because not providing me with a simple tracking number is ridiculous. He said he couldn't do anything more for me and to wait it out to see if I get it at some point. I am beyond tired of dealing with these people they are inconsiderate they don't care because its not their money , all I want is my tax refund so I can pay my bills and go on with never using them again . I wish I never asked for a pre paid card for my tax refund this has been such a nightmare that has been going on since last February. I dont know if they stole my money or what the problem is but they are holding my money hostage . Not only were the representatives not helpful but they are very hard to understand with a thick accent . It makes me wonder if this company is even real or if they are just a flat out scam. I have run out of places and people to call through this company , I emailed the president that was listed on their website as well. I really don't know if this will ever get resolved unless I report them.

Desired Settlement: I just want my money

Business Response: To whom it may concern:

We received complaint # ******** filed with your office by ******** ****.  She states that she has yet to receive her Turbo Tax refund on her NetSpend card.
On November 15, 2014, I called Ms. **** to discuss this matter, and sent a new card to the address that she confirmed on file .   Yesterday, November 18th, Ms. **** was able to activate the card delivered.
We regret the inconvenience Ms. **** experienced while attempting to access her funds. At this time she has my contact information in case she has further questions or concerns. 

Thank you,

****** ******
Customer Response Team Analyst
NetSpend Corporation

12/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Filed my taxes online through turbo tax on October 4th 2014 was given the option to either recieve a check in the mail or my other option was a netspend pre paid card. I choose netspend because inwould recieve my refund back faster then a check coming through the mail. After the 7 to 10 business days with out yet reciving my card in the mail i had called netspend and the issue i thought was resolved when they claimed to had expidited me a new card which would come in another 3 to 5 business days. Long story short they have been sending me multiple cards i have yet to recieve anyone of them the last one that i know of was suppose to be shipped out to me on the 27th of october and i had recieved an email about that card. They have stated to me that they could have my funds transfered to another account but the account has to be through netspend only and it could be anyone with a netspend account so that i could get my funds instead of having to continue to wait for my cards that they sent to me. I had my brother try to help so he could get my funds for me because he has a netspend account. Now im a month in with dealing with them and dont have access to my funds because i dont have an active card for the transaction to go through.

Desired Settlement: i would like to be compensated for all the trouble i been dealing with with them. I have been giving the run around for a month and two days now with nothing resovled. Im have $655 on my account i want them to pay me douldle that because they told me they would give me 20 on my account and did not put the amount on my account

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Ms. ***** has not received her NetSpend card ordered through Turbo Tax.

We contacted Ms. ***** on November 7, 2014 about the five card orders that she never received. She gave me special instructions for a new card order that day. We have mailed her a new card order with those instructions on November 10th.

We regret any inconvenience that Ms. ***** experienced while waiting on her card. If she has any further questions, she can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: I wasnt compensated enough for all ive delt with with netspend they credit my account only 10 dollars and that isnt enough after they claimed they only can give a maximum of 20. too many customer service representatives lied to me about my card and kept giving me the run around. since i waitied so long for my 665 dollars they should pay me double i sat and waited for my funds for a month and 2 weeks now and i would like to see another resolution other then a apology. i am a homeless individual and for them to inow that and not be of any help is upsetting to me. i would like to be compensated the amount i have been waiting for. i do plan on taking legal action regardless.

Regards,

****** *****

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** *****. Ms. ***** feels she was not compensated enough for the length of time it took her to receive a card in the mail.

As we stated in our previous response multiple cards were shipped to the address provided by Ms. *****. While we were speaking with her on November 12, 2014, she received two cards in the mail. We verified those cards were the second and third cards ordered for her.

We regret any inconvenience that Ms. ***** experienced while waiting on her card. Unfortunately her homeless situation caused some difficulty in her receiving the cards we sent. NetSpend made every effort to deliver a card to Ms. ***** with the information she provided. If she has any further questions, she can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
I want to be reimbursed i was told one time that Netspend could only cedit me 20 dollars maximum i only recieved 10 dollars. When i spoke to ***** from netspent corporation he had stated that netspent isnt allowed to credit me and that 10 dollars was never supposed to had been put on my account from them. I waited to long for 665 dollars and by me waiting a whole month for my funds i should be given the amount i was waiting for i think thats fair. I wont stop until im properly paid and i am in the process of taking legal action
Regards,

****** *****

11/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened a Paypal Prepaid Mastercard(by Netspend) account in July 2014. I decided to close my account in October. I was given the option to receive a refund check with my remaining ~$5000 balance to my address. A month later in November 2014 I called asking the status of the refund check. I was told that the check cannot be made to me, and instead must be send to the bank that I initially used to fund the account( in this case Chase). Before they send the check they need to receive a Letter of Indemnity from Chase with my information. I was never given this information until I called. I contacted Chase and I was told that they do not write such letters. Now I am stuck as I cannot get my money back from Paypal Prepaid aka NetSpend.

Desired Settlement: Either mail the check to my billing address payable to myself or direct deposit the money back to my funding source

Business Response: Tuesday, November 18, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ***. He states he has not received the refund check we promised him in response to his account closure request.

On October 9, 2014 Mr. *** spoke with our customer service to close his account. He was informed at that time that he would receive a return of funds (ROF) check within 20 business days from that date. On October 12th, a block was placed on Mr. ***’s account, requesting a Letter of Indemnity for JP Morgan Chase who was the originator of Mr. ***’s last direct deposit. He called our customer service on November 10th to check the status of his ROF check. After he was told by customer service that a Letter of Indemnity was required in efforts to obtain his funds, Mr. *** escalated his concerns to a manager.

I received Mr. ***’s letter, and escalated his concerns to our Risk Management Team. I was provided information that the block was placed in error on his account. The block was removed, and an ROF check has been expedited. Mr. *** will receive his ROF check by Wednesday November 26th. We have also compensated him for his inconvenience due to our error.

We greatly apologize for the inconvenienced that Mr. *** had to experience while attempting to obtain his funds. He has my contact information should he have further questions or concerns.
Thank you,


***** ****
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ***

11/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been receiving text about a credit card and what its being charged for.I don't have a credit card with net spend so I have called to make sure no one has opened a card in my name.They will not give me an answer, they tell me there is no record of my number or my name which normally would be fine but the guy never even got my number or name! when I asked to speak to his superviser he put me on hold then came back on and says he can't transfer me to his superviser because there's no record of my name. I then proceed to look up a corporate number only to find the same number I already called. Still haven't been able to resolve my issue or even speak to anyone about it!

Desired Settlement: I would like to know why I'm getting the text abound if someone has opened a credit card in my name.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. *** ***** states she has been receiving text alerts for an account she is not aware of. She would like to know why she is receiving alerts and if there is an open account under her name.

I spoke to *** ***** on 11/25/2014 and have addressed her concerns. Her phone number has been removed from our system and she will not receive any alerts. While speaking to her, she confirmed receiving a text notification advising such information.

We apologize for the inconvenience *** ***** experienced concerning the alerts that she received. We appreciate the opportunity to speak with *** ***** to help resolve her matter. She has my direct contact information should she have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Ms.***** states she has been receiving text alerts for an account she is not aware of. She would like to know why she is receiving alerts and if there is an open account under her name.

I spoke to Ms. Brown on 11/25/2014 and have addressed her concerns. Her phone number has been removed from our system and she will not receive any alerts. While speaking to her, she confirmed receiving a text notification advising such information.

We apologize for the inconvenience Ms. ***** experienced concerning the alerts that she received. We appreciate the opportunity to speak with Ms. ***** to help resolve her matter. She has my direct contact information should she have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

11/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase at True Religion in ************, ** with cash for 231.12. When I went to return the items the next day the store hadnt made enough sales to accept my return and give my money back in the form of cash. I purchsed a prepaid visa card. When I purchased this card and activated the card I asked the rep would I be able to use it for this purpose due to the fact that I didn't make the purchase on the card. His response was simple/ Yes we are a prepaid card company and we are here for your convenience. The refund would be considered something like a reload on the card. Ok! I went ahead and accepted the return on the prepaid visa after going through the steps to activate it. I then attempted to make a purchase in which it was declined due to their being a hold. I was told that I need to have the original receipt faxed. Call the store of purchase in which they offered to fax the receipt with no problems. I did ask to speak to two supervisors who advised me this was the only way for me to get my money. I can now not get hold of one person in the company who can tell me when Im going to get my money. Its simple. If I don't hear something back from them or receive my money on or by November 14, 2014 I will issue a law suit. Plain and simple!

Desired Settlement: I just want access to my money. The 10 I loaded to activate plus my refund of 231.12 minus the two balance inquires I did to see why my card is being declined.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states she purchased a NetSpend prepaid debit card so a merchant could put a refund credit on it.

Ms. ****** activated her NetSpend card on November 9, 2014. The next day a credit was received from True Religion for $231.12. Because there was no corresponding debit to match the credit, her account was blocked. We requested a copy of the original purchase receipt for review. Ms. ****** was also provided an option to have the merchant reverse the transaction through merchant services. On November 12th, we received the proper document to remove the block on Ms. ******’s account.

We regret any inconvenience Ms. ****** experienced while attempting to access her funds. We’ve reviewed the recorded calls, and confirmed that customer service was not aware that the account was intended for a merchant refund. If she has any further questions, Ms. ****** can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has processed a refund of funds to a merchant for services already reimbursed by the merchant to my account. Netspend closed my account and is withholding my funds without reason or right to retain. The merchant has complied with the VISA and Mastercard agreement by processing a refund to my account as a result of erroneous charges. NETSPEND is holding $331.13 balance from a direct deposit from my employer that has no bearing of this monies refunded. October 6, 2014 Clarion Hotel charged by force $150 and refunded $150. October 6,2014 I filed a dispute about the $150 October 10,2014 Netspend closed the dispute due to the merchant refunding the money. October 19 Direct Deposit from employer October 23 Direct Deposit from employer of $566.34 October 23 I transferred $250.00 to my sons account October 24 NETSPEND closed my account without notice and notification has still not be received of the reason why this account was closed or the remaining balance. October 24 I was told my remaining balance of $331.16 by supervisor Amber had been processed. October 27 I was told the risks/disputes department was requesting a letter of idmenify on the dispute the same department closed on October 10 2014 October 29, Several Supervisors unable to explain where my money is and why this letter has been requested since the merchant sent the money back. November 6 2014 Merchant Submits Letter as requested in order to assist me with getting my funds back and instructs NETSPEND to refund my money directly to me November 8th 2014 Merchant and I were told by email and Supervisor that netspend has a 24 hour window to review the documents received and still had not reviewed those documents and that they had extended their review to 36 hours.

Desired Settlement: I wish to have my money refunded immediately as NETSPEND is in illegal possession of these funds confirmed by the merchant.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states her account was closed and her funds are being held without reason or right to retain.

I spoke to Ms. ****** on November 10, 2014 and assisted with addressing her concerns. I informed Ms. ****** of details concerning the status of her current and previous accounts. A refund check for the remaining balance will be sent to the address on file within 20 business days.

We apologize for the inconvenience Ms. ****** experienced while trying to access her funds. She has my direct contact information in case she has any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
The direct contact information I have is an out of country number and when I contact the 1-800 number the agents and supervisors still have no idea where my money is and when is the refund going to show up as promised. I would like this matter escalated as NETSPEND is still in control of my funds illegally and have verified they have made error. 
Regards,
 
******* ******i

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* ******. Ms. ****** states she has not received her refund and would like her matter escalated.

I tried contacting Ms. ****** on 11/24/2014 and 11/25/2014 to provide the status of the refund check, but unfortunately I was not able to speak to her. I left a voicemail with my direct contact information in the states.

We regret to hear that the status of her refund check was not provided when she contacted us. As I communicated to Ms. ****** on 11/11/2014, a refund check was issued within the 20 business day timeframe. The check was mailed on 11/14/2014 via USPS. If Ms. ****** has any further questions or concerns, she may contact me at the phone number I’ve provided or our toll free number at ###-###-####.

Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

11/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Filed a dispute against a fraudulent company on the 29th of October I got an email cconfirming the receipt of my dispute, I was told by representative last name ******* ** * ****** that within 10 businesses days id receive a provisional credit November 11th, on the 11th I called and was told I'd recieve a credit on the 12th. On the 12th I sent an email to the dispute department asking them to please issue the credit because I was in need of the money, the department emailed me back saying they never got a dispute for that date. I called and was told they decided not to dispute the transaction! One day I'm told the credit should be issued tomorrow then that day it's closed?? This is a reoccurring issue with NETSPEND they can't get their facts straight and don't communicate with the consumer who intrusts them with their finances!

Desired Settlement: I want the amount disputed credited into my account as promised by not only one but several representatives.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed by your office by ****** ******. She states she was promised a provisional credit by representatives she spoke to in customer service.

I spoke to Ms. ****** and informed her that her claim has been closed with no payout to her account, due to the information she provided in her dispute letters. Ms. ****** has been sent a dispute resolution letter for her records.

We apologize for any inconvenience this has caused Ms. ******. She has our contact information in case she has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because:
I made a payment to the company under false pretenses turned out the company is not valid and the payments were not for the reasons I was told.  Therefore who am I to turn to if not my financial institution to retrieve my funds?
Regard

****** ******

Business Response: To Whom It May Concern:

We received complaint # ******** filed by your office by ****** ******. She states she was promised a provisional credit by our customer service, and is requesting funds to be credited to her account. Ms. ******’s dispute claim was re-reviewed by our Disputes Management Team and there will be no provisional credit issued to her account. We have mailed Ms. ****** all supporting documents that resulted in the decision of her dispute claim.

We apologize for any inconvenience this has caused Ms. ******. She has our contact information in case she has any further questions.

Thank you,


****** ********
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
I have not received any letter nor could the representatives give me valid reason to not dispute.
Regards,

****** ******

11/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on november 4th when my payroll check went it , it paid by the overdraft on my card..now at that time , i had no plans on using the overdraft again , but a thing came up to where i would have to reach into it again , and when i tried to get into , i could not , they had turn it off , without no warning or anything tell me that i was usuing it too much .. what pissed me off about this is the fact that they did not warn there consumers at all or anything ,they just do as they please.

Desired Settlement: i want them to start doing the following one warn a customer if they are getting too close to usuing it too much , and give them a chance to stop two call them and ask them if they can help them somehow. three i am wanting my turn back on , otherwise , i have already retain a lawyer and have serveral other parites that will file a class action lawsuit agsinst the company. its time they learn they can not abuse us and our money .

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *********. She states she was not notified of her Overdraft Protection status when it became temporarily deactivated.

We recently contacted Ms. ********* concerning the temporary deactivation of her Overdraft Protection on her account. She informed us that he was not notified of the temporary deactivation that took place on November 2, 2014. We are currently investigating why Mr. ******** did not receive the notification in September. In the meantime, we’ve informed Ms. ********* we are unable to reinstate her Overdraft Protection at this time. We’ve confirmed with her that her Overdraft Protection can be reinstated after January 31, 2015 as long as the eligibility requirements are met.

NetSpend regrets the inconvenience that Ms. ********* experienced while attempting to use her Overdraft Protection. She has our contact information should he have any additional questions or concerns.

Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: simple put , i am sick of tired of netspend , screwing me over with my account , they do not account for the times i have repay the overdraft back within the 24 hr time period. so i am gonna make it known , that people should not sign up for a card with them and also i find the bbb to start a file on them , to see how wrong they are 

Regards,

********* *********

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *********. She states she was not notified of her Overdraft Protection status when it became temporarily deactivated.

As previously mentioned in our initial response, we’ve confirmed with Ms. ********* that her Overdraft Protection can be reinstated on her account after January 31, 2015 as long as the eligibility requirements are met.

NetSpend regrets the inconvenience that Ms. ********* experienced while attempting to use her Overdraft Protection. She has our contact information should he have any additional questions or concerns.

Thank you,

****** ********
Corporate Customer Response Team

Consumer Response: Complaint: ********

I am rejecting this response because: for one , they are using that lame company line , to cover up what they did wrong with me . i want to hear from the higher ups that run the netspend company as to why they think they can screw over us card holders

Regards,

********* *********

11/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing on behalf of my minor daughter, ***** *********. She was , without our interest or consent, sent a pre-paid mastercard from this company. When I called the company to cancel the account number and check into matters I was told that the account was closed, but not given any legitimate confirmation that the account was indeed closed. I am, of course, concerned that my daughter's name is being used fraudulently and will also be pursuing a fraud alert in this matter. My hope was to gain some written information that the account was not used, unwanted and closed.

Desired Settlement: I would like a letter from the company stating that the account was immediately closed, unwanted and never used.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *********. She mentions that her minor daughter received a NetSpend card offer in the mail. She wants us to stop sending cards to her daughter, and is requesting a letter confirming the account has been closed.

NetSpend sends card offers in response to website requests. Normally we only have the name and address. The age of the cardholder is determined when activation is attempted. We do not activate cards for minors. We attempted to contact Ms.********* to provide her with the card source information. We have given our contact information by telephone. When she contacts us, we will assist in providing more information on how the card was generated. An account closure confirmation letter has been sent for her records.

We regret any inconvenience Ms. ********* and her daughter experienced from the card offer. We will address the issue once she contacts us.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My uncle died last winter and had an account with NetSpend and both I (as the beneficiary) and the executor of the will have been unable to get them to close the account and release the money. I sent all the required paperwork in in July and after hearing several times that it had been sent over to the legal department, have never heard anything about getting this resolved. I've now called once a week for several weeks straight only to hear "We don't know why it's not getting resolved, we can't get in touch with legal, we've escalated the issue and they will get back to you in 24-48 hours" and I have never heard anything back from them. It also seems like the customer service team is unable to do anything but send them an email asking them to do something.

Desired Settlement: I would like them to close the account and release the balance of the account to me as the beneficiary.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. She stated that she is the beneficiary for her deceased uncle’s estate. She requested that we release the account balance to her immediately.

We are deeply saddened to learn of the passing of the passing of Ms. ******' uncle. We were able to speak with Ms. ****** about the status of the account. We apologized for the lapse in communication and requested that she resubmit her documentation. She has agreed to resend the documents for review. We will review the documents for the executor of the estate for the deceased cardholder.

We sincerely apologize for the delay and any inconvenience this may have caused Ms. ******. She has my contact information should she have any additional questions.  


Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: NetSpend has indicated that it could take up to 10 days for their legal department to review the documents and get back to me. Since I've heard this multiple times before and have not ever heard a response back, I'd like to leave this open until they do respond.

Regards,

**** ******

Business Response: To Whom It May Concern:

We received a rebuttal for complaint # ******** filed with your office by **** ******. She stated that she is the beneficiary for her deceased uncle’s estate. She requested that we release the account balance to her immediately.

We were able to speak with Ms. ****** in regards to the status of her document review. Our Legal Team was able to approve the documentation submitted. The refund check will be issued to Ms. ******. We have provided the time frame for the refund process. She has my contact information should she have any additional questions.  

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

11/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Good Morning My name is ***** * ******** **. and I hope my email reaches you in the spirits of good health and happiness. This morning I am very stressed. I have spent the past two days trying to locate money on two Net Spend Cards I purchased from Walgreen's. The young lady at Walgreen's stated I have to contact you for all balance inquiries. One of my co-workers has stated the easy and convenient use of your cards. I wanted to try it for myself. I am going out of town and wanted to use these cards but I am having a problem activating both of them. There are two sets of numbers I will give you. The scratch off number for each card and the receipt number provided by Walgreen during my purchases. 1st Card is************(Scratch Off #) and receipt # is **************** purchased 10-27-2014 at 1:46pm for 200.00. My 2nd Card is************(Scratch Off #) and receipt # **************** purchased 10/28/2014 at 8:59am for 100.00. I am waiting for my permanent card via US Mail. I have the email the card is en route to my address. Please give me some feedback ASAP. I may have misunderstood the process as it was explained by a Walgreen employee. Please provide me some assistance in this matter. Have a nice day.Respectfully,****** ******** ******* * * ******** ************** ******* *****************************************PS I will call the customer service number this morning to see why I cannot load these cards.*Net Spend has become non responsive. I was informed by an employee named "*****" not to contact anyone but him from the point of our conversation on Monday or Tuesday of this past week. I was accused of stealing my own money or having something to do with stealing my own money. Net Spend employee "*****" informed me my money was loaded on another Net Spend account. I made a purchase in good faith. My money has not been recovered. The company has taken a standpoint I did not expect. I have filed an additional complaint with the FBI Internet Crimes Division. I simply want my money.

Desired Settlement: I simply want my money. I feel the company has chose to give me the runaround. I made a purchase for a card I was told was pretty reliable. I did not appreciate being implicated in some sort of scheme. I have not done anything wrong outside of purchasing two Net Spend cards from Walgreen's for traveling purchases. I purchased these cards almost two weeks ago. I have already been told the cards were loaded on another account with no reasonable explanation. I WANT MY MONEY RETURNED ASAP.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Mr. ******** mentions purchasing two reload packs. When he attempted to put them on his NetSpend card, he discovered the funds had already been deposited to another person’s card.

The funds from Mr. ********’s reload packs were put onto another NetSpend card the same day he purchased them, October 27th and 28th. The cash was withdrawn from that card soon after the deposits. When Mr. ******* attempted to redeem the reload packs to his card on October 31st, the cash was already gone. We received the documents concerning Mr. ********’s reload packs on November 2, 2014. Our Risk Department is still in its preliminary ten business day investigation. The tenth business day will be November 18th. That department will contact him with updates.

We regret the inconvenience that Mr. ******** is experiencing due to the reload pack funds being loaded to a different card. We suggested that he file a report with his local police. NetSpend cooperates with the authorities in an attempt to prosecute responsible parties. Mr. ******** can contact us if he has further questions at the information we have provided him.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There was a charge that was coming from my account payable to rent and lease that at one time was an authorized transaction that has recently changed. I called to ask if it was possible that a stop payment could be placed on that transaction. I was informed from a netspend associate that it wasn't possible, I would need to contact the merchant. I called the merchant and was informed that they weren't able to stop the payment from coming out because it had already started to process. They're suggestion was to just remove the funds from the account and let the payment come back returned. I then called back to NetSpend to ask if I moved my funds to my savings account if the merchant would be able to collect the funds, I was informed that since they only having my checking information they wouldn't be able to take the funds from savings. I have overdraft protection activated on my account so my next question was if NetSpend would still pay the transaction if the account had a 0.00 balance I was informed that NetSpend by a NetSpend representative that since the account would have 0.00 balance they would NOT pay the transaction. I woke up this morning to my account being overdrawn plus an additional 15.00 overdraft fee. I called to ask these questions before so that this situation could be avoided however I was given wrong information now I am going to be out of almost $100 that I can't afford

Desired Settlement: I would like the funds to be refunded back to my account, I did what I was told to do from NetSpend only for them to do the complete opposite of what they said.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** mentions that customer service advised her that her account would not be overdrawn if she moved funds to her savings account after a merchant that she no longer does business with, attempted to collect funds from her account.

On November 6, 2014, an ACH (ACH is an electronic payment to a merchant) posted to Ms. *****’s account from merchant Lease & Rent. On the same day, she contacted NetSpend customer service and asked if the merchant could collect her funds if she transferred them to her savings account. Customer service advised Ms. ***** that if she transfers her funds to her savings account, the merchant would not be able to collect those funds. When Lease & Rent posted the ACH transaction, the funds from Ms. *****’s savings account was untouched, but her primary account went into the negative since she is opted into our Overdraft Protection Program, and had no funds available as a result of transferring her funds to her savings account.

I spoke to Ms. ***** and explained that her overdraft protection covered the amount requested by the merchant Lease & Rent, and confirmed that she was not charged for the overdraft service fee of $15. I offered to dispute the transaction since Ms. ***** mentioned not doing business with Lease & Rent. Ms. ***** declined further assistance, and stated she would be contacting the merchant for a refund.

We regret any inconvenience that Ms. ***** experienced while reviewing her transactions. If she has any further questions, I’ve provided her with my contact information.


Thank you,
****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** mentions that customer service advised her that her account would not be overdrawn if she moved funds to her savings account after a merchant that she no longer does business with, attempted to collect funds from her account.

On November 6, 2014, an ACH (ACH is an electronic payment to a merchant) posted to Ms. *****’s account from merchant Lease & Rent. On the same day, she contacted NetSpend customer service and asked if the merchant could collect her funds if she transferred them to her savings account. Customer service advised Ms. ***** that if she transfers her funds to her savings account, the merchant would not be able to collect those funds. When Lease & Rent posted the ACH transaction, the funds from Ms. *****’s savings account was untouched, but her primary account went into the negative since she is opted into our Overdraft Protection Program, and had no funds available as a result of transferring her funds to her savings account.

I spoke to Ms. ***** and explained that her overdraft protection covered the amount requested by the merchant Lease & Rent, and confirmed that she was not charged for the overdraft service fee of $15. I offered to dispute the transaction since Ms. ***** mentioned not doing business with Lease & Rent. Ms. ***** declined further assistance, and stated she would be contacting the merchant for a refund.

We regret any inconvenience that Ms. ***** experienced while reviewing her transactions. If she has any further questions, I’ve provided her with my contact information.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Oct 24, 2014 I deposited money on s debit card issued by Netspend. The next day my card decline when I tried to use it. I called Netspend on 10/25/2014 to question why my card decline. I was told by a representative that they froze my account because Home Depot had a security breach and my account may have been compromised. I was then told that another card would be issued within two business days. On Oct 29 I called to follow up and was told that the card was mailed and to wait. I then called on 10//31 to follow up again and was given a difficult time because I could remember the year I open my account, so no one would assist me with my concerns. On 11/1 I called again and spoke with a gentlemen who told me the card that was issue was sent to the wrong address. He told me that he would block the card that was sent to the wrong address and reissue and expedite another card . Today 11/5, I called to follow up again on the debit card and was told by a representative that the card was never issued. This is unacceptable for a business to treat there customers like this especially when its my money. I feel that I'm getting the runaround.

Desired Settlement: I just want my money that I deposit on the debit card. I also want them to train there employees to provide better customer service than they provided to me. I have been living without this money and as a result I had to borrow money from family members to put gas in my car. My cell phone will be cut off tomorrow because I have no money to pay it because netspend refuses to send me another debit card to me. This unacceptable the amount of times I had to call not to mention that I was never contacted about the freeze on my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mr. ******* states his card was blocked due to the Home Depot breech and is requesting access to his funds.

Between April 1st and September 2, 2014, Netspend received notification of reported data compromises regarding Home Depot store locations. In efforts to prevent an account compromise from taking place , we blocked Mr. *******’s account on September 11, 2014. We did not order him a replacement card because the account was inactive at the time. He called on October 25th to inquire why the card was not working for transactions. We lifted the account block and ordered a replacement card. Unfortunately that card was mailed to his old address. On November 6th, we expedited a card to Mr. *******’s updated address. We confirmed he received the card on November 10th.

We regret any inconvenience that Mr. ******* experienced while waiting on his replacement card. If he has any further questions, he can contact us at the ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a Netspend customer for 3-4 years now. First, I have to say that the overall customer service is horrible. One person will tell me one thing and another will tell me another thing. Its irritating and frustrating. Anyways, around 3 weeks ago I lost my card. I needed immediate access to my funds. When I reported it lost they told me it'd take up to 7-10 business days for me to get it. I told them that I needed access to my funds immediately, as everything was on my card. A rep told me I could buy a new card at local store and he'd activate it for me and I'd have access to my funds. It didn't work so I called in again. They told me the card I just paid $4 for at the gas station plus loaded $10 on to purchase it didn't have access to the funds on my account. I asked if I bought another one can they get me access to the funds, they said yes it didn't work. I had to purchase a third card for $4 and load another $10 on it. The third time I did it they were able to give me access to my funds. A couple of days later, I called it and explained that I had to purchase 3 cards at $4 each and load $10 on each of them to get access to my account. I explained that $9.95 was immediately taken out of each card, when that wasn't supposed to happen. I wasn't trying to open up a new account, I was trying to get a temporary card hooked to my account so that I could gain access to my money. I already had an account with a $5 monthly fee since I get direct deposit and have been for years, so I wanted the $9.95 that was taken out of all 3 temporary cards I bought, along with the $4 I paid for each credited back. I never wanted to have a completely new account opened like I said. So total I was looking to get credited back was $38. That includes the $4 I paid for the last two cards. I understand the initial $4 I paid for the first card would come out of my pocket since I decided to buy the card because I couldn't wait for the replacement card to come. The $38 also includes the $9.95 taken out of all 3 cards. Once again, I wasn't trying to open up a new account, just have that linked to my existing account. Btw, none of the reps that I spoke to that day told me that the $9.95 was going to be taken out and all the cards were activated by reps over the phone. So anyways, when I asked for the $38 credit the rep said he understood and that I was going to be getting that credit back. I called today about that and a completely different story was given to me. Long story short, I was put on hold for most of the conversation like I usually am, and the rep kept telling me different things and changing her story about what could and couldn't be done. I hung up after 40 minutes of getting nowhere. You don't understand how frustrating this is. This isn't the only thing. A couple of months ago I called in about a transaction I did to T-Mobile. They took out around $97. I know because I received the text message when it happened and its on my account statement. T-Mobile said they never received it, so they were still charging me with it. I put a T-Mobile supervisor and a Netspend rep on the phone. The Netspend rep told T-Mobile they indeed charged me for the estimated $97. The T-Mobile Supervisor said he had nothing on his side showing I was charged. I told the T-Mobile supervisor that I'd disputed. The Netspend rep, after hearing from T-Mobile themselves that they didn't have anything showing that I was charged, said he heard enough to do a dispute and that he was going to take care of it. I filled out the paperwork and faxed it in. Days later, even though the rep heard T-Mobile say I didn't pay and that they were fine with me disputing it, YOU STILL DENIED MY DISPUTE AND REFUND EVEN THOUGH THE REP HIMSELF NOTATED ALL THIS ON MY ACCOUNT. I was so frustrated. They told me I can call back and disupte again. But every time I call, it honestly messes up my day. I get lied to, or put on hold for 10-15 minutes at a time, or they tell me they can't do anything or transfer me. Why is it this hard for me to get help from you I don't understand.

Desired Settlement: I don't want to be on the phone anymore with your reps. They are liars, don't know what they are doing, transfer me a lot, or put me on hold when they can't help me hoping I'll hang up. I want the initial $97 that I disputed from T-Mobile and that I had your own rep on the line with me hearing them say I never paid them. And I want the $38 back from all those cards I bought and reps giving me wrong information. This is a total of $135. You make me so upset I wonder why am I still taking this crap. Thanks for ruining my day, again.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *********. Mr. ********* mentions that he was told that his lost card would take 7 – 10 business days to replace. He states that he followed the instructions of a customer service representative to purchase a new card, and have his funds transferred. His new card was blocked as a result of attempting to transfer his funds. Mr. ********* also mentions a dispute with T-Mobile that was not paid according to the merchant.
We blocked Mr. *********’s card when he reported it as lost on October 2, 2014. We ordered him a replacement card the same day. The normal delivery time is 7 – 10 business days. He received the card and activated it on October 14th.

Mr. ********* purchased two additional cards on October 2nd. The maximum daily transfer amount of $1500.00, was moved to his second new card that he purchased that same day. When he selected the optional Fee Advantage Plan (FAP) on this new card, he was charged the $9.95 monthly maintenance fee. On October 6th, Mr. ********* purchased a third card and selected the FAP on this card also.

We disputed the T-Mobile preauthorized payment on July 30th. The claim was closed with no payout to Mr. ********* as a result of his account and routing number being used for reoccurring payments to the merchant.

We regret any inconvenience that Mr. ********* has gone through while gaining access to his funds due to his lost card. I have provided my contact information, if Mr. ****** has additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:

I was given a trace number to give to Tmobile for them to verify that they received the money. Rep told me that they can confirm the payment with the number. I was never told any of this for all these months. I'm waiting for their reply to see if this is true...

Regards,

****** *********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** *********. Mr. ********* mentions he was given a trace number for the T-Mobile deduction and he was not given this information before.

We gave Mr. ********* the trace number for the Automated Clearing House (ACH) debit done by T-Mobile. There is a unique fifteen digit number used on all ACH deposits and debits. It is how the electronic fund transfer is identified. We give him more information about the transaction since the merchant told him the bill was not paid and the dispute of the transaction was closed with no error found.

We regret that Mr. ********* is having a difficult time proving to the merchant that the funds were removed from his account. I have provided my contact information, if Mr. ********* has additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: I am still waiting for T-Mobile to confirm the information he gave me.

Regards,

****** *********

11/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Currently on hold with this company, going on 105 mins of phone time. They are demanding my social security card or they will "send my money to the State of Alabama" I received this card as a gift roughly 3-4 weeks ago. After calling 6-7 times and not getting anyone but an answering machine because "All reps are busy" I finally got through to someone. I provided the company with my social security number in the very beginning. They requested a copy of my DL, my SS Card and my Utility bill. I don't have a utility bill in my name. And I do not have my Social Security Card, I would have to take a day off work to go get it. So, they said a pay check stub. Fine. I asked them if I resent my DL and my paystub would they release it, to which they replied yes.. To be sure, I asked again within seconds I got a different answer. No, they can't release the hold until I send my SS card. I explained that my Pay stub has my social on it. and I could even get it notarized, which would then make it a legal document. No, they still wont sent it. So I asked them if I could send them this info would they send me a check. No, they would send my money to the state. Please explain why they are so bent on my social security card! I have offered them two state issued pictured IDs (DL and my pistol permit) and a notarized pay stub which are legal documents. They Still refuse to send me my money without my Social Security Card. This company is a rip off!

Desired Settlement: I would like my money back!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. She stated that her account was blocked due to a request for further verification of her Social Security Number. She is requesting the funds from her account be released immediately

We were able to speak with Ms. **** about the status of her NetSpend account. We advised her that the account information was reviewed and approved by our Risk Department. 

New and existing accounts are reviewed regularly by our Risk Department to help protect against account takeover and other compromising activity. The details that triggered the review are kept internal for security reasons.
We sincerely apologize for any inconvenience this additional verification request may have caused. Ms. **** has my contact information should she have any further questions.

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. 

However, I will not be using Netspend in the future due to the fact that it took almost a month and a complaint to the BBB before my account was unblocked. Their customer service is rude and argumentative, as well, they made it as hard as they could to confirm my identity.

Regards,

****** ****

11/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i bought a product and tried to return it to the merchant they said no, so I disputed with Netspend. they blocked my card so it could no longer be used and that was a hassle and told me they would have it resolved in 10 business day on. On the 11th Business day i write to find out whats going on with my refund the agent writes back to tell me they push the date back to dec 12th and I still have not seen a refund.

Desired Settlement: i want my $117.xx returned back to my card

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. Mr. ******** states he disputed a transaction with a merchant that refused to give him a refund. He’s requesting his funds that were disputed to be reimbursed.

Mr. ******** filed a dispute online as unauthorized card usage on October 13, 2014. We automatically blocked the card as a protection to our cardholder. He called the next day and we informed him the claim would be updated within ten business days, October 27th, and ordered him a replacement card. The claim was updated on the tenth business day to an authorized disputes claim. The card number was given to the merchant for the purchase. No provisional credit is issued in this case. The dispute claim will finalize by December 12th. If the claim is successful, we will credit the account on the next business day, December 15th.

We understand the dispute process can be time consumer, but we appreciate Mr. ********’ patience while we attempt to retrieve his funds from the merchant. If he has any further questions, Mr. ******** can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: why can't you just refund the amount requested and let that be the end of it. You company says they make banking easy fro the consumer but that is the farthest from the truth. I would like my funds returned prior to 12-15-14

Regards,

******* ********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* ********. Mr. ******** wants his funds returned earlier than December 15, 2014.

The Regulation E guidelines, which govern the dispute process, designate timeframes to allow the disputed merchant a sufficient period to respond to the claim against them. The dispute claim will finalize by December 12th. If the claim is successful, we will credit the account on the next business day, December 15th.

We understand Mr. ********’ desire to settle this dispute claim as soon as possible. NetSpend continues to work on his behalf to resolve the dispute claim. If he has any further questions, Mr. ******** can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: I gave you a time frame to resolve this issue the original time frame was 10 business days. Then your company picks an arbitrary time frame which is Dec 12th. please show me where in your documentation for a dispute I would need to wait for 2 time frames? what was the 10 days for? Secondly i have no way to contact you I have no contact information you at all. Please return my funds ASAP.

Regards,

******* ********

11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A block was placed on my card without any notification .. I was told that a fraudulent deposit was attempted to be made into my account on 11-03-14.. I explained to the customer service representative That the transaction was not fraudulent .. It was a direct deposit from my job.. I was then told to fax over necessary documents to prove my identitiy & upon review.. The block will be lifted in 24hrs .. I phoned the following day becauce the block was never removed .. I was then told that I was misinformed .. It takes 3 - 5 business days for my account to be reviewed .. I asked to speak with a supervisor .. because I could not wait that long for my money & this situation was not my fault & it was improperly handled on netspends behalf .. the representative refused to put a supervisor on the phone & she disconnected my call.. I made several calls & request in regards to my situation & no one helped me at all.. On day 3 I emailed the CEO and the customer complaint department to help me.. They were not helpful either ... However my account was closed & my funds were never released to me .. netspend did not even cooperate with my HR department in regards to the deposit .. However I received an email on 11-07-14 .. 5 days later !!!! Stating that a check will be mailed to me in 20 business days .. This has been a total nightmare & netspend is a fraud !!!! They should not be in business & I'm going to expose them to everyone !!!

Desired Settlement: Due to the inconvenience that I endured with netspend .. I need to be compensated in some type of way.. I was unable to pay my rent or get to & from work .. because of my account being closed .. I was a loyal netspend customer for years .. There are many prepaid companies around .. However I stayed with them & this is the treatment that I received..

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ******* ******. She stated that her account was closed due to a fraudulent transaction. She is requesting the funds from her account be released immediately.

We spoke with Ms. ****** on November 07, 2014. We informed her that the account was recently closed by our Risk Department. 

New and existing accounts are reviewed regularly by our Risk Department to help protect against account takeover and other compromising activity. The details that triggered the review are kept internal for security reasons.

Ms. ****** requested that the funds from her recent direct deposit be sent back to her employer. We were able to contact our Processing Team and submit this request. The Processing Team approved the request and advised that the funds would be sent back to the originator within 3-6 business days.

We sincerely apologize for any inconvenience this may have caused Ms. ******. She has my contact information should she have any additional questions.  


Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and I am still dissatisfied with the policies and practices of netspend.. My funds were finally released to me on Tuesday 11-11-14 .. That is totally unacceptable ..

Regards,

******* ******

11/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Please find below a request I sent previous! I have yet to receive a replacement card! I was told to purchase a temporary card and my account balance would be transferred immediately. I purchased a temporary card October 30, 2014 and was told today, October 31, 2014 that the information I received about tranferring my account was a erroneous; and my balane would not be transferred! I am copying the California Attorney General, *****a ******, BBB, and the FDIC and sighting suspecious activity and/or bad business practices! Please close my account and send my balance to the Attorney General of California. Thank you. ***** ******* ###-###-#### Oct 22 My replacement card was mailed October 6th. I have not received it as of October 22th! This is most inconvenient! Sarah, a supervisor told me on October 20, 2014, that I could receive the card in one to two days! Please expedite my replacement card to: ***** ******* ******* ******** ********** ** ********** ***** *** ***** *******

Desired Settlement: Deliver replacement debit immediately! Not 7 to 10 business days: which has not happen in past! or Wire my balance to me immediately. Not mail to me in 20 days!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mr. ******* mentions he has yet to receive his replacement card and wants his funds transferred to his temporary card.

NetSpend has mailed two replacement cards to Mr.*******’ address by US Postal Service, October 6th and 24th. We expedited a third card to him on November 5th by UPS. UPS attempted a delivery of the card on October 7th, but were unsuccessful. UPS will try again on November 10th. On November 3, 2014 we transferred Mr.*******’ funds to his temporary card.

We regret the inconvenience that Mr. ******* experienced while waiting on his replacement card. If Mr. ******* has any further questions, he can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/14/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10-29-14 I called Netspend and reported that my card had been destroyed by a bank because I left it their ATM, the women said no problem just buy a new card and call and they would stop the old account and put the money on the new card right away. Well that was a lie I have called several times and each time I am told something different all my money is in that account I lost my place to live because of them and my grandkids and the dogs and I have had to sleep in the car in Colorado at this time of year. I never had a complaint with them until now and am very unhappy that they made us homeless. I am thinking about suing them for fraud and damages.But if they will return my money immediately and pay for the cancelation charges to the motel I had to cancel then I will be OK, I will get the money and never deal with them again, first of all no one there speaks any English and they insist that I am getting the security questions they ask wrong when I keep telling them I never lived at the addresses they say, they insist it is public record well I checked the public record and it is wrong the people on there they say I am related to are not any of my family.Can you please help us we are have no money and no place to live and no food?

Desired Settlement: I want my money put in my new account immediately and a refund for the cancellation charges on the motel. Other wise I have sueing already contacted a lawyer.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********.  Ms. ******** mentions losing her card inside an ATM and was told to purchase a new card to transfer her funds.

On November 7th, we contacted Ms. ******** offering assistance in resolving her concern. She stated the issue had been resolved and no longer needed assistance.

We regret any inconvenience experienced by Ms. ********. If she has any further questions, she may contact us at ************ ****************


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been dealing with quite an issue with Netspend over the last couple of days. I have a Netspend Prepaid Mastercard. I used it to purchase a Marshall speaker cab from Guitar Center. I had to return the item due to it being defective and causing damage to my amplifier. Netspend has been a bunch of insufferable liars throughout this entire process of getting my money back to me. The money was refunded back to my debit card and Guitar Center has gone above and beyond the call of duty to make sure that I was taken care of. Netspend completely lied to me today and told me that the reason they have not posted my refund was due to the merchant (Guitar Center) not completing their end and crediting me my money. That is not true. Guitar Center has confirmed that my money was credited back to my account and the money has already cleared. Their second claim was that it was due to the processing time through Metabank, who is their bank and they have to approve funds. They also told me that they did not have a phone number in order to contact Metabank. I thought this was fishy. I found a number at Metabank and spoke to an individual who said that they do not handle individual Netspend accounts and that what was told to me was in short "BS". I have still not received my refund. I am very concerned that there are some real fly by night shady practices at work here and it's even more concerning that these people have my personal information. I have never seen a bank without a physical address or a phone number. I have done some of my own research and found out that the physical address for Netspend is a PO Box. I am now completely out of money and if I continue to get screwed around much longer I will be past due on several bills and will not be able to secure the replacement item I need in order to conduct my job.

Desired Settlement: I need my money to be credited to my account. Once that has been completed I am closing my Netspend account and going with a much more trusted service with a physical service center and with the backing of American Express. I would also like someone to look into their practices and who is really running this company. I have a sinking feeling that something is really not right with this company and all they are is one great big financial scam.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mr. ****** mentions that he returned a product to a merchant, and he is waiting for his refund.

Mr. ****** informed us on October 30, 2014 that he was expecting a refund from a merchant. The next day the credit posted to the account when we received it from the merchant. We verified that his issue was resolved on November 5th.

We regret any inconvenience that Mr. ****** experienced while waiting on the credit from the merchant. NetSpend posts the credits to the accounts when they are received. If Mr. ****** has any further questions, he can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They are holding my deposits and have blocked my account. They have requested ID information. This info has been submitted 4 times and they have failed to fix the issue. Each time I have contacted them I'm told it takes 24 hours. Its been weeks since the first time I emailed the documents, that is a lot more than 24 hours. They are holding my money and refuse to fix the problem. I am never contacted back in regards to this issue.

Desired Settlement: Have access to my money. In a timely manner as is advertised on their terms for direct deposits

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mrs. ******* is sending documents to get her account approved so that her direct deposit will post.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

We reviewed the documents sent by Mrs. ******* and approved her account on November 7, 2014. Her deposit posted to the account.

We regret any inconvenience that Mrs. ******* experienced while attempting to access her account. If she has any further questions, she can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ******** ***** recently had an deposit of $3,420 from a student refund posted on my account on 10/20/2014 on 10/21/2014 my account was closed at $2,115.31( which the difference I am accounted for) I contacted Netspend and they told me they need an Letter of Indemnity or they will just hold my funds. I contacted my school University of Phoenix and they say they don't issue these letters so my funds will just be held by Netspend and I can't access them.

Desired Settlement: $2,115.31

Business Response:

To Whom It May Concern:
 
We received complaint # ******** filed with your office by ******** *****. Mr. ***** states that NetSpend is holding his Student Refund and not releasing these funds to him without first receiving a Letter of Indemnity.
 
NetSpend regrets to hear that Mr. ***** has had some trouble with his account recently.  On November 5th, I contacted Mr. ***** and explained to him that I would work with Apollo Group (the issuer of his refund), to verify information in regards to the deposit. After being contacted by their accounting department, we were able to validate the refund amount. Today, November 6th, I spoke with Mr. ***** to notify him that the remaining balance would be sent to him in the form of a check to the address on file.
 
At this time Mr. ***** as my direct contact information should he have any additional questions.
 
Thank you,

****** ******
Customer Response Team
NetSpend, a TSYS Company

11/14/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a prepaid visa card and after trying to activate it online received an error. Spoke with the customer service rep and after I refused to fax them a copy of my drivers license and social security card they refused to activate the card. I have never been asked for this information from a prepaid card provider before. I had only intended to use the card to pay a bill that is due today. After speaking with a "supervisor" I was told that if I did not provide this information the only resolution option I had was that they would send me a refund check in 20 business days. He stated that Federal law requires them to obtain my name, address, and social security number to verify who I am. I am not applying for credit or a card from them and I have my receipt to prove that the money was paid to be loaded on the card. Every other prepaid card I've used only require your name and address as verification for when you make purchases online. This is the information that they verify when you make the online purchase. They do require you to create an account so that they can send you emails and so that you can activate future cards. With Netspend I am unable even activate the card to use without providing information that is in my opinion beyond the scope of what's necessary. If I were applying for credit that would be a different situation but holding my money hostage because I refuse to give out my very personal information to a company that I am not familiar with is absolutely unethical in my opinion. I am unsure if this company has any identity theft protection and to give that information out so easily could result in my identity being compromised.

Desired Settlement: I would like the card that I purchased rightfully from the retail store to be activated so that the funds that I have placed on the card can be used for the purpose that they were placed on there for. Refunding my money 20 days after my payment is due is a mute point. I will be charged an additional fee for being late on my payment. If activation is not an option I would like for the additional fee that I will incur from my bill to be paid by Nestpend for their failure to provide the service that I paid for.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* was attempting to activate the prepaid card she purchased and the account information required additional verification before the process could be completed.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

On October 29, 2014, Ms. ******* purchased a NetSpend prepaid card. The instructions on the Netspend prepaid package, informs our cardholder’s that we require identifying information to activate the card for use. The information Ms. ******* provided could not be validated, this is why we requested documents to be sent to us. Unfortunately, we never received the requested documents required to validate Ms. *******’s account. As a result of not being able to validate Ms. *******’s account, we closed her account, and requested the funds to be mailed to her address on file. The check will be mailed on November 7th.

We regret the inconvenience that Ms. ******* experienced while attempting to activate her card for use. She will receive a check within 20 business days. If Ms. ******* has any further questions, she can contact me at the information I’ve provided.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: this company asked me to mail my original copies of my birth certificate and my power of attorney they say they claim they never received it I believe someone from this company has stolen my identityI've called them on this several times about my dads account he was in a nursing home and I have his power of attorney my dad is now deceased and they still will not let me get a hold of his savings to bury himNetSpend will not let me get a hold of my dads account I mailed them my original copy no my original power of attorney paperI need to get ahold of my dads account to bury him properly they've been holding his money since June

Desired Settlement: My dad( ****** *******) funds released to me..

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. Ms. ******** is requesting access to her father’s account by sending Power of Attorney (POA) documents.

We are sorry to learn of the passing of Ms. ********’s father. We received the POA documents on October 24, 2014. However, the documents received were not valid to allow us to release the funds to Ms. ********. We spoke with Ms. ******** on October 30th, and informed her that we will need the documents designating her as the executor of her father’s estate. These documents can be faxed, emailed, or mailed to NetSpend.

We regret the inconvenience that Ms. ******** experienced while attempting to access the funds from her father’s account. Once the Executor of the Estate document is received, we will be able to send the funds by check to the designated individual. If Ms. ******** has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A merchant refunded money to my card and it was never credited to my account and Netspend refuses to assist me in obtaining the money. I purchased a cruise from NCL Reservations in February 2014. I had to cancel the cruise and NCL refunded $202.12 to my card on April 25, 2014 in two separate amounts, one for 85.64 and one for 116.48. I never received the 116.48. I contacted both Netspend and NCL. Netspend claims they never received the funds, but on several occasions I was told by a supervisor that they see where the money was refunded but due to an error it was never collected and they promised I would have the funds in my account in 3-5 business days. This never happened. I have emailed documents to them from NCL showing that the amount was refunded and Netspend told me that they never received them and to contact the merchant. Each time I call I am basically given the runaround am I am told something different by every person. The authorization code provided to me by NCL for the refund amount is 166792. They also provided me with a reference number which is ***********************. I have called NCL numerous times also and they have told me the refund transaction was accepted by Netspend and the money was never returned to NCL, therefore I need to take this issue up with Netspend. I have called Netspend at least 15 times on different occasions and nothing has been resolved, just promised that it will be resolved but nothing ever happens.

Desired Settlement: I would like the refund amount which is 116.48.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** states that she would like to receive a credit that failed to post to her account on April 25, 2014.

NetSpend reviewed the transactions on Ms. *****’ account and posted the credit on November 12, 2014. We contacted her by telephone and email to convey the recent transaction. We regret the delay in the posting of the credit. Ms. ***** can contact us at the information we have provided her.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I appreciate the quick response and resolution from the business after they were contacted by BBB.  I would just suggest to them that in the future they had a more direct way of resolving these issues, as it took me 7 months and countless phone calls before I decided to contact the BBB regarding this matter, and only then was the matter resolved.

Regards,

******* *****

11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had an issue with a company that owed me refunds, many of them, 156 to be exact, upon that company refunding to my prepaid card, netspend card, my card was locked and I had to call on 3 different occasions,to get lock taken off 3 different times, then I had a deposit put onto my card, just to have it locked and then upon calling they said the bank decided to close my account with NO explanation to why, and my funds would not be available to me, in fact a check would be mailed to me in 20 days. I am not a millionaire, I have a family to support and find it to be bad business ethic to handle themselves this way. I lost out on a 15 hour shift of work due to my card being locked, and "customer service" hours are not 24 hours, so when I woke for work and checked card to find out it was locked I could not get it fixed in order to use my funds for gas to make it to work. I don't know what they think the reasonable answer would be, but I would definately like this corrected with answers and a faster means to my funds.

Desired Settlement: Answers, and faster means to my funds!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *********. Mr. ********* is requesting his funds from his Netspend prepaid card that has been locked.

New and existing accounts are reviewed regularly by our Risk Department to help protect against account takeover and other compromising activity. Mr. *********’s account triggered a review by our Risk Department on October 20, 2014. The details that triggered the review are kept internal for security reasons. The funds remaining on the account will be returned to the originator.

We regret the inconvenience that Mr. ********* experienced while attempting to retrieve his funds. If he has any further questions, I’ve left him messages with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
 I feel has the account holder I am and should be allowed a specific reason for account closing, also being told that my funds would not be returned to me specifically is not acceptable. I feel I should be given what is mine and returning my funds to the "originator" as called only prolongs me from getting what is rightfully mine. Terminating my account due to a company giving me multiple refunds is ridiculous and makes no sense. I will not accept this as final until I recieve what is rightfully mine from the NETSPEND CO.

Regards,

**** *********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by **** *********. Mr. ********* feels he should given a specific reason for his account closure. He also wants the funds that he placed on the account.

As we stated in our previous response Mr. *********’s account triggered a review by our Risk Department on October 20, 2014. The details that triggered the review are kept internal for security reasons. The funds remaining on the account will be returned to the originator. We mailed the check on October 31 to the address on file.

We regret the inconvenience that Mr. ********* experienced while attempting to retrieve his funds. If he has any further questions, I’ve left him messages with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 17th I purchased a refill pack so that I could reload my card. The refill pack was for $250.00. I scratched off the bar code on the back too hard and could not make out the numbers so I couldnt use it to reload my card. I called their customer service . They told me I had to fax them the receipt and the front and the back of the refill card with a cover letter containing my card and acct information. So I did that immediately and was told with 10 business days they would send me a refund. My refund never came and 3 weeks later Im still trying to get my money back. They dont follow up at all and have given me nothing to go on. I want my card credited back the $250. I missed a family funeral because I didnt have the funds on my card. My information; ***** ******* ******* * ********* ***** **************

Desired Settlement: The situation has put me in quite a bad way. I want my money back on my card now. This ediculous and unacceptable!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Ms. ******* states she purchased a reload pack in the amount of $250.00 and is requesting her funds to be deposited into her account.

On November 10, 2014, we received documentation validating the reload pack purchase. On November 11, 2014, Ms. *******’s account was credited. I was able to speak with Ms. ******* and addressed her concerns.

We apologize for the inconvenience Ms. ******* experienced while loading funds to her account. We appreciate her patience while resolving her concern. She has my direct contact information should she have any additional questions or concerns.


Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** *******

11/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: netspend falsly advertises paypal reload pack. in the term of 1 moth they stole 20 dollars from me trew so called signiture fees and monthly fees

Desired Settlement: i would like my money back

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *********. Mr. ********* states that he purchased a reload pack in which he paid $20 in fees within one month. He’s requesting a $20 reimbursement.

We contacted Mr. ********* on November 11, 2014 and explained the advertisement of the NetSpend reload pack. The package states the reload pack can be redeemed to a NetSpend card. Those cards include Visa, MasterCard and PayPal MasterCard. We refunded his fees associated with the card usage and reload pack purchase. At his request we are mailing him a check for the remaining funds.

We regret any misunderstanding that Mr. ********* experienced with the purchase of his NetSpend reload pack. If he has any further questions, he can contact us at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *********

11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was recently married. I got a notification after my normal direct deposit time that my direct deposit was pending to please call immediately. I done so they explained that my last names did not match on my payroll and my account. Although all other information did match and it's from the same employer I have had checks direct deposited through for years. They asked me to fax the marriage certificate and driver license and social security copies to them as I did while still on the phone with the company. I received my receipt showing the transmission was sent. I was told that I would have my check available within 24 hours of this. I called them back and now they are saying that they never received a fax from me. That I won't get my check before November the 2nd. I have 2 children ages 8 and 10 and live paycheck to paycheck as do most people in society. I have bills that is automatically deducted at midnight tonight. The customer service rep hung up on me when I asked repeatedly to speak to a supervisor so I can figure out what is going on with my money. This is very unjust and now my money is just out there when I needed it this morning. The company can see my account and see that I have 5 dollars to my name.. Please help me

Desired Settlement: For my money to be deposited into my account like it should have been already.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Mrs. ******** expresses the inconvenience she experienced when inquiring about her direct deposit, and is requesting her funds to be deposited into her account.

As Mrs. ******** mentions in her complaint, she typically receives her direct deposits in her maiden name. On October 30, 2014, her direct deposit was received in her married name. This change resulted in a block placed on her account. On October 30, 2014, Mrs. ******** sent in documentation that verified her account information. On October 31, 2014, the block was removed and we spoke to her and addressed her concerns.

We regret to hear that Mrs. ******** had a bad experience with our customer service and apologize for the inconvenience. We appreciate the opportunity to work with Mrs. ******** to resolve her concerns.

Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

11/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Netspend sells a VISA Debit card... they have excessive fees that are applied to the prepaid card without any notification to the customer. THEY make your provide personal information that should not be required for use with a gift card. Bad customer service. I want to cancel this card and all the information I provided to them. Never to use them again.

Desired Settlement: I want a letter sent to me confirming that my account information has been closed/deleted and I am not listed in their database any longer.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. She states she was charged fees for using her card and would like to have her account closed along with a confirmation letter.
At the time of purchase, cardholders are provided with our terms and conditions that must be agreed to before activation. The terms and conditions include information concerning the fees charged for using the card. These terms can also be located on our website. When the card is first purchased, it is placed on a pay as you go fee plan that charges per transaction. As an alternative, a cardholder may upgrade their account and have the option of paying a $9.95 monthly plan to avoid per transaction fees. If an account is not active or used within 90 days, a $5.95 fee will be assessed per our terms and agreement.
Records show that Ms. ***** purchased a card on March 13th 2014. Ms. ***** contacted us on 10/22 regarding the maintenance fees on her account. The fees charged are valid, and were agreed to by Ms. ***** when she activated her card in March.
We regret to hear that Ms. ***** was unaware of the fees she was being charged. As a courtesy, we refunded five maintenance fees back into her account.
Ms. ***** closed her account on November 5th and has chosen to no longer do business with netSpend. An account closure letter will be mailed to her as she requested. Ms. ***** has our contact information if she has any further questions.
Thank you,


****** ********
Customer Response Team Analyst
NetSpend, a TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

****** *****

November 10, 2014

I did NOT purchase this card in March as Netspend indicates.  This card was a gift and was to be used as a gift card. No agreement was made for any fees to be attached.  This is where Netspend takes advantage if the consumers.  They sell this card on the same racks as other GIFT cards.  This is false advertisement to the consumer.  

My my account is closed, however this same problem will continue forward to the next consumer as long as Netspend is allowed to do business in this manner.   This needs to stop somewhere and the consumer told the truth about the card.  STOP SELLING THIS WITH THE OTHER GIFT CARDS!

11/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a Western Union Prepaid debit card and loaded it with $180.00 with a $3.95 loading fee. I was told that was all I needed in order to be able to use this card online, in the store, etc. I called their 800 number to activate the card where I was informed that I must physically send in copies of my driver's license, social security card, and a utility bill in my name before they would allow me to use the card online. In no words before, during, or after my purchase was I told I would have to do those things. It says nowhere on the packaging that I would have to either. They refused to refund my money and activated it to an in-store credit use only, but only if I pay the $1 per use fee. I asked if it was a federal or state law that I must produces those items and was told no, that it was company rules and that they could not waive it, even though I requested them to do so. Nowhere on the packaging or the card itself does it even remotely mention this "rule". I bought the card in order to pay a bill and now I don't have the means to do so without my money that they are refusing to return to me. I would like this matter investigated and resolve it with my hard earned money intact.

Desired Settlement: I want my $183.95 back in cash. And for them to print these "rules" where they will be visible to the consumer.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by **** ***. She states she was asked to send personal information to activate a Western Union Prepaid card she purchased. She says there is no information on the card packaging stating that this information would be required. Ms. *** is requesting her funds back in the form of cash.

Our card is a multi-purpose card and is not intended for onetime use. As a registered Money Services Business and provider of Prepaid Programs, NetSpend is required to verify the identity of each customer who activates a new account; as per the USA PATRIOT Act. In most cases, our verification system is able to complete this process for us via a Customer Identification Program (CIP). In some cases, CIP may not be able to fully verify a potential cardholder on its own. If this occurs, we may request a cardholder to submit documentation to be reviewed manually. If a potential cardholder cannot be verified manually or via CIP, the account cannot be fully approved. Verification done in-store is for the store’s transactional purposes only and does not transfer to the card’s verification.

In reviewing this matter, we see that Ms. *** spoke with a Corporate Team Member on October 30, 2014 regarding her concern. She will receive a refund check in the amount of $183.95 within 20 business days. We apologize for the inconvenience she experienced while trying to resolve her concern, and we appreciate her taking our phone call so we could assist her.

Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

11/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: THEY ARE HOLDING MY PAY CAUSE THEY ARE SAYING THEY ARE NOT GETTING MY INFO AND I HAVE SENT THEM THE DOCOMENTS 3 TIMES ARE THEY HAVE ASKED I CANT GET MY PAY CHECK BECAUSE OF THIS IUSSE PLEASE HELP ME

Desired Settlement: I WANT TO GET MY PAY CHECK AND I CANT BECAUSE THEY ARE HOLDING MY PAY CHECK ON THE CARD

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mr. ****** mentions that his pay is being held because Netspend is requesting documents. He’s requesting access to his funds.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

On September 9, 2014 Mr. ****** called to activate his Skylight Financial Paycard. We requested him to send documents to validate the information he provided. As a result of not receiving the requested documents within a certain timeframe, we temporarily blocked Mr. ******’s account on October 15th. We received acceptable documents to approve Mr. ******’s account on October 23rd. Unfortunately his deposits from October 17th and October 22nd were rejected and sent back to the sender. Any future deposits will be accepted now that the account is fully approved.

We regret any inconvenience that Mr. ****** has gone through in receiving his direct deposits. I have provided my contact information if Mr. ****** has additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: At the beginning of September my debit card was debited for a large amount of money that I,***** ******, did not authorize. This is the second time this year that my card has been debited and the first time the charges were reversed promptly and my card was replaced. Now that this is is the second time, I do not want to do business with this company again. However, after numerous attempts and 13 emails, and a phone call on October 6, I still have not been able to access my $198 that was credited to my card. The same card that net spend canceled and has not issued me a new card for. How am I supposed to get my money with no card? On top of all this, I was told on October 6th that a new card was mailed to me on October 3rd. I have waited again for over 2 weeks and sent the company an email and they now tell me they have no record that a new card was even ordered. WHAT??? Now I have to wait for them to call me in the morning, yet I'm at work now and sleep during the day, to talk to someone who clearly lives in India. I am beyond frustrated and with 3 kids to feed I would really like my money that has been credited to me. This company has no clue about customer service and even after I have proved I have not authorized the charges, my money has not been released to me. I have a new bank, one where I can go into a branch and talk to someone, but net spend will not transfer my money to that account. Please help me. This company clearly is deceptive and does not care about the customer. Thank you ***** ******

Desired Settlement: I would like my money immediately. That was money unauthorized from my paycheck and I have waited over a month since the credit to get my money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Ms. ****** mentions receiving unauthorized charges on her account, and is requesting to be refunded.

Netspend initiated the dispute claim for Ms. ****** on September 20, 2014. We requested she sent a dispute letter explaining the reason for the dispute. We gave her an update on the tenth business day, October 3rd. The claim had a final date of November 4th and there was no provisional credit issued because no letter of dispute was received within the first ten business days. I spoke with Ms. ****** and addressed her concern on the dispute claims process.

Ms. ****** brought to our attention that a new card was not ordered when her claim was filed on September 20, 2014. A card was expedited to her, and received on October 20, 2014.

Ms. ****** also expressed that she did not receive the level of professionalism that Netspend feels is important to provide. We will initiate proper handling after reviewing the calls that Ms. ****** was speaking of.

We regret the inconvenience that Ms. ****** experienced concerning the unauthorized transaction taking place on her account. She has our contact information should she have any further questions or concerns.

Thank you,

***** ****
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: I did write a letter and I also have the copy of the fax.  Yes my claim was handled, no it was not done in a timely matter benefiting myself and now Netspend is not explaining the full truth.  I spoke to Mr.**** on Tuesday October 28th and he was wonderful and apologized for his companies lack of customer service, now he is leaving out important facts as to why I'm not happy again!  He failed to mention in his response that when the dispute was filed on September 20th that a agent told me a new card was issued.  As I stated at that time I did not not want to continue business with Netspend.  But the only way to get my money back was to get a new card cause net spend blocked my old card.  2 weeks came and went and in October 6th I called and asked why I couldn't get my money off my card that net spend credited.  They said cause they blocked my old card.  Even though that's understandable, how am I to get my money then I asked?  They said a new card was mailed out on October 3rd.  So again I wait.  I call on October 15th and that representative said no new card was ever ordered yet alone mailed out.  So that is why I continued with my complaint.  Mr.**** did not disclose the full complaint and I am not accepting the response he gave.  I have a fax that I have a copy for that he claims they never got, and now he failed to mention all the calls and no new card after I was told 2 different times I was getting one!  Net Spends customer service is TERRIBLE and will never do business with them again.  
Regards,

***** ******

11/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received two $500 visa giftcards as a present in March. Both of them had expiration dates of March 2016, and I received the cards in this past March (2014). I activated the cards in September 2014 and went to use them today. Both of them were declined for unknown reasons. I called the 800 number on the back of my card to see what was wrong. When I was finally able to speak with a live person, I was informed that my cards had expired and originally told that they were no longer valid. When I said this wasn't possible, *** (an employee) informed me that indeed they had expired but they could issue new cards. This makes zero sense, but there was nothing I could do. I said okay and confirmed that both of my cards had a balance of $500 (as I had never even used them). She said that there was a balance of $470, and when I initially asked what the charges were for, she refused to tell me. After I pressed her, she said that the company was charging me for not using the cards (from the time the original owner had purchased them before giving them to me as a present). I explained that this wasn't fair, and she said there was nothing she could do. I asked to speak with her supervisor, who's name she refused to give me. She said she would transfer me and proceeded to hang up on me instead. I called back, this time referencing the other card first. I was told that this one had never been activated (and had to go through that process again, providing personal information including my social security number and even my cell phone provider, (and she couldn't tell me why they needed to know that). Anyways, I discovered that this card had also been charged $30.00. I had never even activated the card according to them. And on top of that, I was told that this "unactivated" card had also expired, and I would need to wait another 10 days for a new one. I again asked to speak to a supervisor or manager, and I have been on hold for the past 30 minutes waiting to speak with someone. I highly doubt that I will. No one could explain why I was charged when I had never used the card (and one had only been activated for a month, while the other, according to them, had never been activated). It makes zero sense to charge someone for a gift card when they haven't even activated the card. In addition, they were very rude and hung up on me or kept me waiting multiple times. They refused to even provide the supervisor's first name.

Desired Settlement: I want a full refund for the money the company wrongfully took from me (a total of $60.00).

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* mentions she was unable to use two $500 gift cards that were reduced in value and expired.

We contacted Ms. ******* on October 29, 2014 and explained how our NetSpend Prepaid Debit Card works. She intended on using a gift card to make a purchase. Only one of the cards was in her name. We refunded her fees, and requested a check to be sent to her in the amount of $500.00. She will receive the check within the next 20 business days. We also assisted her friend with his card.

We apologize for any misunderstanding Ms. ******* received concerning our card. She can contact me at the number I’ve provided her, if she should need additional assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Made a complaint before and then netspend call me with the same mess about suspending my overdraft without any warning when it never stated in the terms and condition except if you didn't receive $200 direct deposit with in 30 days then your overdraft would be deactivated. When it was time to pay my bills then they want to take the only money I received that week for the overdraft and not give it back without warning.

Desired Settlement: Refund and no phone call telling me the same thing ever other rep has stated

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by***************. Ms. ******** mentions she is writing again about the suspension of the overdraft on her NetSpend account.

On our previous response for complaint # ******** filed with your office by ******* ********, we informed her that she is suspended until November 2nd. Ms. ******** must maintain the program requirements if she plans to utilize the Overdraft Protection Program (ODP). The ODP is an optional non contractual courtesy service made available to eligible NetSpend cardholders by MetaBank. To qualify for reinstatement after the suspension, she must meet the original ODP requirements.

We understand Ms. ********’s concern about the suspension of the Optional Overdraft Protection service and apologize for this inconvenience. Please remember, the service is discretionary, and the Bank has the right to decline any transaction that would result in an overdraft. She can contact me at the number I’ve provided her if she should need additional assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am relocating from Omaha Ne to TX and I rented a moving truck for my move and PayPal-prepaid is holding 15% of my funds and now I am unable to leave Ne to get to TX and go to work because the 15% that is being held is for the gas to put in the move truck so I will have to call in and miss a full day of work.

Desired Settlement: I would like for the company to reimburst me $114.37 for my day of work that I will miss.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. Ms. ****** requests that a 15% hold be released back to her card for a truck rental.

On October 23, 2014, Ms. ****** used her NetSpend card for a rental with Penske Truck Rental. A vehicle rental transaction on the NetSpend PayPal prepaid debit card is subject to an additional 15% on top of the vehicle rental charge. This additional amount is returned to the available balance once the merchant collects the final charge. The next day Penske Truck Rental collected the amount due for the rental and the additional hold amount was returned to Ms. ******’s available balance.

We regret any inconvenience Ms. ****** experienced as a result of the vehicle rental. Our customers are informed in the card terms about preauthorization and holds up to 20% in the section "using your card / features". We also alert our cardholders online under frequently asked questions about the holds. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 10/23/2014 Hello, A purchase on Amazon.com remains unremitted because of Netspend's lack of responding to my written and other telecommunication requests to pay Amazon. This purchase was made on October 19, 2014 for $131.79 for three items on the Amazon.com website. The first day, October 19, 2014, nothing is seen to be wrong. The second day, October 20, 2014, Amazon states that the card is not accepting the payment request. I reenter the card using copy and paste to confirm that card is valid; and still Amazon states that the card is not accepting the payment. I write a note, using Netspend's secure inbox about paying Amazon. A response is still not evident as of 10/23/2014. I place a call to Netspend on 10/23/2014 at 11:32-11:36 and only to receive the unanswered noise of the phone being placed back on the receiver. An email is sent to Netspend, using my personal email account on 10/23/2014. A message is still not evident from Netspend. Netspend is not aiding in resolving the issue that they are causing. Regards, ***** **********

Desired Settlement: 10/23/2014 Hello, I need for Netspend to remit on the payment, to Amazon.com, in the amount of $131.79. The money is on the card and the vendors are awaiting their funds. I need for my products to be delivered as soon as Netspend pays Amazon.com. I do not know why Netspend has chosen to behave in this way. This transaction is not false or misleading, on my end. I trust that Netspend will pay Amazon and that my products are to be delivered to me before the end of October 2014. Regards, ***** **********

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** **********. Ms. ********** mentions a transaction with Amazon.com that went through on the first day, but was denied on the following two days.

On October 19, 2014, Amazon Payments charged Ms. **********’s NetSpend card $132.79. These funds were held in a pending status, waiting for that merchant to collect. We responded to Amazon with a specific authorization code where they would be able to collect those funds. On October 22nd, Amazon charged the card again for the same amount. Since the charged amount was not available on the card balance, the new transaction was denied as insufficient funds. Amazon repeated the same action on October 24th. On October 26th, we released the pending amount back to Ms. **********’s available balance. Amazon can still collect on the original authorization at anytime. Our release does not void or cancel original merchant charges. Ms. ********** was informed of this information by email as well as her online account.

We regret any inconvenience Ms. ********** experienced while attempting a transaction with Amazon.com. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 10/21/2014 I spoke to a representative at Ace Elite about being able to collect all my funds off of my ATM card. The representative stated that I could go to a local bank institution and receive a cash advance. It was never told to me by the rep. that there was a $52.07 fee for a cash advance. Maybe I should have known that; however this was my very first time receiving a cash advance. On 10/22/2014 I went to SunTrust on ********* ***** ******* *** ** ******* ** ** ******* *** Attempting to receive the cash advance I needed to pay my rent. When I went inside and spoke to the teller; she stated that there maybe a fee by Ace Elite and not the bank. So I said ok... After the teller proceeded with the transaction she returned stating that Ace Elite had taken $52.07 for a fee. I was not comfortable with that amount as a fee and told the teller to cancel the transaction. The teller stated that she voided the transaction and gave me a receipt showing that it had been voided. I went to the ATM to withdraw the maximum amount allowed through this company which was $300.00. The ATM returned a message stating there were insufficient funds. Went back inside and explain this to the teller and she stated that Ace Elite probably put a hold on my account. The teller was very helpful and stated that they have had this problem before with this company and that the company will probably ask for a letter confirming the transaction did not go through. Called Ace Elite and explain the situation was told to have the bank send or email a letter confirming no funds were given to me. Just as the teller said they Ace Elite would do. So the SunTrust teller wrote them an email to the email address given to me by Ace Elite. The teller went as far as scanning the voided transaction receipt to add as an attachment to the email. I was also given a reference number by the Ace Elite representative and that was included in the email as well. Called Ace Elite back to ask if they had received the email and was told that they do not have a contact number for the department that receives the emails and could not confirm if they had received it. However the teller also copied me and I received my email. The rep. of Ace Elite stated that the department that handles emails are loaded down and it may take up to 24 hours for my money $902.00 to be credited to my account. I was upset and very frustrated because I had to pay my rent that day. The rep. of Ace Elite was not helpful and it started to seem like a scam because Ace Elite put the fee of $52.07 back on my card which was proof that I had not received the cash advance since that is their charge for receiving a cash advance. But my $902.00 was not returned to my account. If they returned the fee than they had to know I did not receive the advance; however continue to hold my $902.00. This is totally unfair to me and as of today it has still not been returned to my account. And I still have not paid my rent which is late and my landlord is threatening me to file an eviction. Spoke to a supervisor (****) name given; with Ace Elite and she gave me a totally different story. She stated at first that it could take up to 24 hours and further in the conversation changed that expected time to 3 or 4 business days. This is so unfair why would they return the fee and not my money? Please help me in this situation.

Desired Settlement: I would like Ace Elite to credit my card back as they credit the fee back into my account today. I would not file a complaint against anyone if I was given the service I am expecting from this company. Also to be notified when Ace Elite has been contacted by The Better Business Bureau.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. Ms. ********* mentions going to a bank to do an over the counter withdrawal, but was not informed in advance of the bank fee to complete the transaction.

On October 20, 2014, Ms. ********* called NetSpend to inquire about ways to withdraw money from the ACE Elite debit card. We informed her of the ATM limits and fees. We also told her about the over the counter (OTC) withdrawal at a bank. NetSpend charges $2.50 for an OTC withdrawal.

On October 22, Ms. ********* called back to inform us of the bank fee of $55.20 to complete the OTC transaction. The bank released their fee back to the card, but the OTC transaction amount of $902.50 was still pending, and did not yet settle on the account. We required a document from the bank stating they have cancelled the OTC, and will not be collecting those funds. We received the necessary document on October 23, and the funds were returned to Ms. *********’s account.

We regret any inconvenience experienced by Ms. ********* while the document was processed. NetSpend notifies our customers of our fees when the card is delivered by mail. The fee details can also be located on our website, www.AceEliteCard.com. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a flight from an online vendor with my NetSpend prepaid credit card. After I received the confirmation, the flight arrangements were provided that had an unacceptable flight time (over 24 hours for a domestic flight from Virginia to Chicago. I immediately cancelled the flight the same day within minutes of the purchase transaction. The financial transaction was pending. When I contacted the online vendor they tried to assist via a conference call and sent email cancellation confirmation and faxed the information to NetSpend. I needed the money to be refunded so that I could book another flight with a reasonable flight time. NetSpend stated that they did not get the email or the fax to verify the flight cancellation in order to reverse the pending transaction. I was out of pocket by the amount of $435.37 for a flight that was cancelled.

Desired Settlement: I would like to alert the CEO on the shoddy business practices deployed by Netspend and also relay how the customers are treated.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** mentions cancelling a flight online, and that NetSpend had not released the funds back to her card.

On October 21, 2014, Ms. ****** called to inform us that the transaction with Jet Blue had been cancelled. In order to release the funds back to her card, we required documentation from the merchant confirming that their transaction has been cancelled, and funds will not be collected on Ms. ******’ account. We received the necessary document on October 23rd, and the funds were released. Subsequently Ms. ****** made a new transaction with the Jet Blue two hours after we released the funds.

We regret any inconvenience experienced by Ms. ****** while attempting to access her funds from Jet Blue. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over the last three days, I have received four fraudulent charges onto my account. After having two fraudulent charges reversed, I woke up this morning to another fraudulent charge of over $650. This is unacceptable. I was issued a provisional credit and have no access to those lost funds. I received an email from netspend and they confirmed that the funds were unauthorized and actually sent through on my blocked card. Paypal/netspend is fraudulently allowing charges to my card and it is financially crippling to me.

Desired Settlement: I need all fraudulent funds reversed, money out back in my account and after that, cancel my account

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** **********. Ms. ********** mentions fraudulent charges that took place on her account that she is disputing. She’s requesting those charges to be reversed.

On October 17, 2014, Ms. ********** reported unauthorized charges on her card. We blocked the card to prevent further unauthorized activity from taking place on her account. We advised her that the transactions could be disputed once the merchant collected for the charge. We set up alerts to her cell phone so she would be informed of the account activity, and ordered her a replacement card.

Two of the merchants released their charges on October 20th. A third merchant collected $647.19 on October 21st. Ms. ********** disputed this transaction plus the foreign transaction fee of $16.18 that same day. We informed her we would update the claim within ten business days, November 4th. We paid out her dispute claim for the full amount on October 28th, and notified her by telephone and email.

We understand the dispute process can be time consuming, and we appreciate Ms. **********’s patience as we worked towards a resolution for her dispute claim. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/17/2014, NetSpend, received a direct deposit from SSI/Disability to be deposited into my personal checking account. They only allowed me $100.00 overdraft protection. As I'm buying and paying bills, I'm looking at all the activities, that I've used against my Netspend Debit Card. All of a sudden, I realize the error, committed by Netspend. They deposit and post my Disability check but right on top of it, they post an $80.00 payment on the same day at the same time (11:07am). Huh?? Meanwhile, when I applied for their card, I had been aware that the overdraft protection was no higher than $100.00 and, here they go and let a transaction of $80.00 go through, knowingly, that, I didn't have the monies. And, to top it off, Netspend , never notified me, neither did the merchant (Bargold). So, when I checked on the internet and saw $35.00 for insufficient funds and another $35.00 charge for the re-deposit of the same check a couple of days later, I sent them an email, asking them what is going on??? A couple of days later, I receive a reply from a ****, Customer Specialist. He tells me that the computer handles all Automatic withdrawals. So, I want to know why if my Overdraft Protection only covers up to $100.00 than how come this time, it allowed to cover $180.00 something dollars??? In previous times, I've been in situations where I've used up my $100.00 Overdraft Protection and I've just about begged them to extend it maybe $20.00 and do you know the answer I was given? They cannot extend the Overdraft Protection because the computer won't allow it. Now, you, tell me, is that double talk or what???

Desired Settlement: I want them to adjust my checking account and do it the right way, not to try and get over!! If, I have tried to extend my Overdraft Protection and it's been denied because of the way their computer programs have been set up, then why, did this happen?? It tells me that someone is lying. I would like for the $80.00 transaction from Bargold to be taken off the overdraft protection and to be placed as a withdrawal after the direct deposit was posted. I think it's the only fair thing. I want fairness!!

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ****** *******. Ms. ******* mentions getting charged an overdraft fee for an $80 charge when it came in the same time as her direct deposit.

On October 17, 2014, a deposit posted to Ms. *******’s account at the same time a charge posted for $80.00. We spoke with her on October 28th, and explained there was no overdraft charge for the transaction in question. The $80.00 charge from Bargold Storage posted to Ms. *******’s after the deposit was received on the 17th.

We regret any inconvenience that Ms. ******* experienced while reviewing her transactions. If she has any further questions, I’ve provided her with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got a net spend visa for my tax refund from Turbo Tax. The refund went find and I continued to use the card. During this time I moved and paid for the move using the card. When the move was completed the moving company refunded $360 to the card. Net Spend shut the card down because of this. Totally blocked the use of the card even though I have a balance available prior to the refund, they blocked everything on the card. This was I June. They asked that I have the moving company send them a letter saying they had in fact refunded money to my card and they did. Still my prepaid card was blocked from use. At this point they were holding all the available money (remember this is a prepaid card not a credit card) I had prior to the refund as well as the refunded money. Numerous calls were made to Net Spend without them budging and holding all my money. I worked with them for two months trying to get them to release my money. I finally had them close the account in August and was promised I would receive a check from them within 20 days. When 30 days passed and I called them and was told a check was not sent. I asked why and was told they were waiting to hear form the moving company. This continues to go on today. I am on the phone with them as I type this. I have been on the phone call 45 minutes now and have been transferred to 4 different customer service reps, starting over with each one. The one I am speaking with now is telling me they sent a check already, while two others said no check has been issued.. They are trying their best to steal my money

Desired Settlement: I want MY money from them. This is money I deposited on a prepaid card plus money that was refunded to me on the card for services I purchased on the card. I SIMPLY WANT MY MONEY BACK

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Mr. ***** is requesting the funds that he loaded onto his Netspend card.

On June 27, 2014 our system blocked Mr. *****’s account due to unusual activity taking place on his account. U-Haul transactions occurred on Mr. *****’s card twice; on June 11, 2014 and June 16th. The transaction that occurred with U-Haul remained pending, and the funds were never collected for them. When U-Haul credited Mr. *****’s account with no corresponding debit, it prompted our system to block his account. U-Haul has the option to reverse the refund transactions that initiated on Mr. *****’s account, or send a letter of indemnity to NetSpend. If we receive the letter of indemnity, the funds from U-Haul will be sent back to them. The remaining funds on Mr. *****’s account are being mailed to his new address on October 31st.

We regret the inconvenience that Mr. ***** experienced while attempting to receive the remaining funds on his account. We have emailed the account history statements for his review. If he has any further questions, I’ve provided him with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I have no idea who "Netspend" is but I want to get straight to the point. You made the biggest mistake today by sending me a "Debit Card" with my name on it. My questions are as follows: Why? Who authorized this? How did you get my Name & Address? I have a personal bank accounts and have NO NEED for your services. PLEASE REMOVE MY NAME AND ADDRESS AND ANY OTHER INFORMATION ASSOCIATED WITH ME FROM YOUR RECORDS. I DON'T WANT ANY SERVICE OR PRODUCTS YOU ARE OFFERING. I NEVER REQUESTED YOUR SERVICES. I WILL BE FILING A FORMAL COMPLAINT WITH THE BBB AND FDIC. PLEASE MAIL A LETTER CONFIRMING THAT YOU HAVE REMOVED MY PERSONAL AND PRIVATE INFORMATION FROM YOUR DATA BASE IMMEDIATELY. ******* ***** **** ****** **** ***** ********** ** ***** ALSO MAILING LETTER TO For Correspondence *** ****** *** ******* ** *****

Desired Settlement: REMOVE MY PERSONAL INFORMATION FROM YOUR DATA BASE - DO NOT CONTACT ME AGAIN OR USE MY NAME WITHOUT MY PERMISSION - I WANT A LETTER CONFIRMING THAT ALL INFORMATION IS DELETED!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****.  She states she received a prepaid debit card she did not order and would like find out the source of how her information was obtained.

NetSpend works with many partners to offer consumers throughout the U.S. the benefits of our prepaid debit card. Some partners provide us with the names and addresses of customers who have consented to have their contact information shared with companies like NetSpend.  In addition, NetSpend has relationships with website operators where visitors can opt-in to receive the card in response to our advertisement. 

We have submitted a request to find the source of her information that was provided for the card offer. The only information that was provided was the name and address. We are still awaiting a response from our marketing team to find the card offer source. Once this information has been provided we will issue it to Ms. *****.

On October 28th the card offer was closed as a result of the issue received from the BBB.  We also restricted her information to prevent further solicitation. We attempted to reach Ms. ***** by email. We apologize if our card offer has caused Ms. ***** any inconvenience. She has my contact information should she have any additional questions.  



Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****

11/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got a prepaid visa to pay a bill, the company wouldnot take my payment via the credit card I pay it online talk to the other company they cancelled my payment but Netspend would not release my money . Its been days now and everybody that i talk to has a different story of why I cant get my money released. Its not like they did me a favor by giving the money I loaded my cash onto the card.

Desired Settlement: Just give me my money so I can be done with the company

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ********* * ******. Ms. ****** mentions cancelling a payment online and NetSpend had not released the funds back to her card.

On October 27, 2014, Ms. ****** called to inform us that the transaction with Sprint had been cancelled. In order to release the funds back to her card, we required documentation from the merchant validating that the charge is cancelled, and that they will not collect the pending funds. We received the necessary document on October 30th, and the funds were released.

We regret any inconvenience experienced by Ms. ****** while the documents were processed. If she has any further questions, she may contact us at ###-###-####.


Thank you,

****** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* ******

11/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 10/09/2014 there was 2 atm transactions made in the amount of 180.00 one was made at 23:23:25 in the amount of 181.75 I have the receipt that shows no money was dispensed the second transaction was made at 23:24:29 in the amount of 181.95 I also have the receipt for that it shows no money was dispensed I called on 10/10/2014 to file a dispute they told me a total of 10 business days to come to an conclusion then I received an email that said it would take to December 2 I then called again they said it will take a total of 10 business days .on 10/22/14 a total of 181.75 was refunded but not the other transaction of 181.95 they told me that the merchant has not responded to the other transaction then I received an email on 10/24/2014 stating that the merchant validated the transaction to show that the money was dispensed when I clearly have a receipt from the atm machine to show that it was not not only that my friend made a transaction right after that and they dispensed her money but not mine I callled the atm company PAI ISO and they said under federal regulation the bank that issued my debit card is suppose to refund me my money not the merchant

Desired Settlement: I would like my money back of 181.95 .

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* states she did not receive credit for the disputed ATM transactions.

We spoke with Ms. ******* on November 3, 2014, and explained that the ATM transaction for $181.95 was a different charge than the one she intended to dispute. We created a dispute claim for the correct ATM transaction for $181.75. Ms. ******* has already sent the receipts with her dispute letter. We will update her dispute claim within ten business days, November 17th.

We regret any inconvenience that Ms. ******* has experienced while disputing the ATM transactions that did not dispense her funds. I have provided my contact information if Ms. ******* has additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******

11/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NetSpend has told me they have a problem with my account and locked my account. I did enter a wrong password while traveling but no excuse for this.

Desired Settlement: I want someone to discuss the problem so the account will be restored.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. He mentions having a problem due to his account being locked.

As mentioned on his complaint, on October 26, 2014, Mr. **** was having problems accessing his account online. This resulted on a block placed on his account. On October 28, 2014, we spoke to Mr. ****, and addressed his concerns. We were able to verify his account information and remove the block on the account.

We regret the inconvenience that Mr. **** experienced while his account was temporarily blocked. NetSpend takes precautions to protect our cardholders against fraudulent use. We appreciate Mr. ****’s patience while working with him to resolve his concern.

Thank you,

***** *******
Corporate Customer Response Team
NetSpend, A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ****

11/3/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my second netspend card, and when I called to have the card activated they asked me several security question that i answered and then I was told by a so called supervisor to send my ID and ssn card via email and then I never received a response and then after they gave me the run around for three days. I was told by another so called supervisor to tesend the documents to her direct email address and mind you im a dialysis patient and im not mobile and i told them this but I resent thr info for the 8th time just to be told since i have a temporary ID card that doesn't expire until 02/15/2015 that they wouldn't be able to activate mycard and i will need to spend more money to call a cab and retrieve my money back off this dumb card which i purchased on Friday and its Monday, i was given lies for three days.

Desired Settlement: I would like this to be addressed and I would like to be notified by a Manager.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* mentions trying to activate her card, and was asked to send in documents to verify her identity.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

On October 17, 2014 Ms. ******* called to activate her NetSpend card. In order to validate the information provided, we required copies of her identity documents. We were unable to validate her account with the documents received. On October 21st, Ms. ******* returned to the distributor where the card was purchased and she received a full refund.

We regret any inconvenience that Ms. ******* has gone through in her efforts to activate her card. If Ms. ******* has any additional questions, we can be reached toll free at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a dispute on Oct. 9 2014. I went to a bank to withdraw $180.00 from the ATM. The ATM did not dispense the money. I notified the bank and Netspend right away. The bank showed the overage from the ATM and the money has been sitting there since Oct. 14th. I have spent over 15 hours on the phone with Netspend trying to get this money reimbursed to me. I am on Disability and a fixed income. They have told me by law I have to wait 10 business days to start the process and when I asked for any type of service or copies I was told they do not do that. There is a lot more to add to this but it would take all day to write. They have made me so ill that I ended up in the ER. All I want to do is get my 180. Back!!

Desired Settlement: I want the 180. that was stolen from me back!!!!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ***-*******. She mentions disputing an ATM transaction that did not dispense cash. She’s requesting for immediate reimbursement of the funds disputed

On October 9, 2014 Ms. ***-******* called to dispute an ATM transaction that did not dispense her funds. We informed her that the dispute claim would be updated within ten business days, October 23. On October 20th we issued a provisional credit for $183.00. The final date of the dispute claim is November 21st. No further action will be required as long as the claim is decided in her favor.

We understand the dispute process can be time consuming. We appreciate Ms. ***-*******’s patience as we work towards resolving her dispute claim. If she has any further questions she can contact us toll free at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

11/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a Dispute on October 3,2014 @ 8:00 a.m.and I was advised that it will be ten businesses day from the time I filed my dispute and that's not counting holidays or weekends so the tenth business day is October 17,2014 and have contacted the company and they are telling me that it has not been ten businesses days yet.the terms says from the time you open a Dispute.

Desired Settlement: Netspend needs to stop I want a provisional credit applied back to my acct

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. She mentions she was advised it would be 10 business days to resolve her claim.

On October 3rd, 2014 Ms. ******** called to initiate a dispute against the ATM that did not dispense her funds. We informed her she would receive communication about her dispute in 10 business days, October 20th. On the 10th business day we provided Ms. ******** with the deadline date for her claim. The dispute claim against the merchant has a final date of December 5th.

Per Federal Reserve’s Regulation E guidelines, a new account is defined as the disputed transaction initiating within 30 days from the time that the first deposit load takes place on an account. As a result of Ms. ********’s account being defined as new, it can take up to 20 business days to determine if she is eligible for provisional credit. The 20 business day timeframe for provisional credit eligibility on new accounts are all part of Regulation E. Business days do not include weekends or holidays. The 20th business day from dispute initiation is November 3rd. Aside from the provisional credit timeframe, Regulation E guidelines state that a claim can take up to 45 days for a resolution, but up to 90 days for a resolution regarding foreign transactions

We understand the dispute process is a lengthy one and we appreciate Ms. ********’s patience while we attempt to recover the funds from the merchant. Should she have any further questions, she can call the toll free number ###-###-####.


Thank you,

Synina Villalon
Corporate Customer Response Team
NetSpend A TSYS Company

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On September 22, 2014 I activated a NetSpend card, Acct# **************, in which I had ordered online. On October 1, 2014, $4700.00 in federal student loans were deposited by College of Southern Nevada. Everything worked until October 3, 2014 when the Netspend card became blocked without notice. I called NetSpend and spoke with Alex and was then given reference #**********, and told to email my ID, a proof of address, and Social Security card to ********************** to unblock the card and verify my identity. I did as directed and all documents were completely emailed by October 7, 2014. Unfortunately NetSpend has not only failed to unblock the account, they have not provided me with adequate reasoning for the closing of the aforementioned account, as well as a definite solution to the issue. On October 8, 2014 at 4:22 pm I spoke to *****, customer service representative # *******, and was then told that the remaining funds would be returned to the address on file within 20 business days in the form of a check. Also while speaking with *****, there was no definite, but three possible reasons the account had been closed: associated with suspicious activity, unable to verify identity, or high risk activity. After being transferred per my request to ***, supervisor #**** @ 4:32 pm I was informed that the funds will be returned within 20 days when my address was validated. I validated my address via email on October 12, 2014 and I received a return email from ******, customer care specialist, requesting more documentation. I am being given the run around and no definite answer as to the location of my funds.

Desired Settlement: refund of the remainder of funds, approximately $3300, which were a deposit from College of Southern Nevada: William D. Ford Direct Subsidized/Unsubsidized Federal Student Loans, and to also obtain all emails, documents, voice transcripts, and financial records associated with ******* ******* *** ***** **************

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** mentions her account was blocked after depositing her student loan benefits. She sent documents to verify her identity but the account remained blocked.

Our Risk Department requested that Ms. ****** send documents to validate her identity. The documents received were altered, which resulted in the account closure. We provided Ms. ****** with the option to return the remaining funds to the sender. However if we do return the funds to the originator, Netspend requires an indemnity letter from the sender, which authorizes us to release the funds back to them. Ms. ****** informed us that her school would not give her an indemnity letter during her conversation with our customer service on October 21st. She provided the name and contact information for the school’s Assistant Director of Student Accounts. I made the request for the indemnity letter in an email, left a voice message to the Director. We will await their reply.

We regret the delay Ms. ****** experienced in obtaining her funds. We are continuing to work with the sender of her direct deposit to resolve the issue. Ms. ****** can contact me at the number I’ve provided her with if she should need additional assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an issue with an account with a negative balance the amount was to be move from an account with a positive balance to satisfythe negative balance I have gotten the run around when the funds are to be available to me currently the card with the positive balance is blocked and my funds are not available the recovery department refuses to move the funds from the positive account to satisfythe negative account and grant me access to the remaining funds. I have been given multiple information and which customer service has not followed up telling me the process will take 4 hours it has been over 15 hour and my funds are not available

Desired Settlement: no outcome currently I'm getting the runaround by the company

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *****. Ms. ***** mentions depositing funds to an account that became blocked due to prior accounts in her name that have negative balances.

NetSpend blocked the account where Ms. ***** received her direct deposit, as a result of her previous accounts obtaining negative balances. After confirming her information on file, the block was removed on October 15, 2014. Ms. ***** left us a voicemail confirming that her issue was resolved after our attempt to reach out to her.

We apologize for the inconvenience that Ms. ***** experienced as a result of the account block. I have not had the opportunity to speak with Ms. *****, but have left her messages with my contact information in case she has further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing in regards to a replacement check for the remaining balance on my ace netspend card. In March 2014 I received my tax return and cashed it at Ace express and obtained a netspend card at that time. For whatever reason, unknown to me, the card was cancelled by your company. It's frustrating because I want to know why but no one will tell me. Especially since I've been a victim of identity theft before. Anyway a check was cut and sent to my ******** ******** ***** * ******** ** ******* ** ***** I was in ******* when I first got the card and then moved to ********. Well for unforeseen reasons I had to move back to *******. Which is where I was when the card was cancelled. The check for $51.56 was sent to ********. Unknown to me that it had a 30day window to cash it. Eventually I had my grandmother send the check here to *******. Around July or August, I went to Ace to cash it and the said it was no good. The called it "stale"? Supposedly it was too old. I've made several calls to net spend customer service and was told it would be resent. I supplied my new address in *******: **** ****** *** ******** ** ****** I was told that the replacement was sent to: **** ********** *** ******** ** *****(this was the address I used when I got the card) I was told to wait 20 days for the arrival. At this point I've waited and waited. I decided to call again. To be informed that the check had been stopped and was NOT coming. Needless to say furious! At that time an agent instructed me email you and said you'd be able to correct this mess. I would like this check sent to: **** ****** *** ******** ** ***** I hope this will be the last time I have to contact Netspend about this small amount of money I've been expecting for almost 5 months now. Thank you ******** *******

Desired Settlement: To receive a refund check asap

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. Ms. ******* mentions she has not received the remaining funds from her closed account.

On June 24, 2014 we closed Ms. *******’s account due to unusual account activity that deemed the account as high risk. A check for the remaining funds of $51.56 was mailed to her ******** address on June 26th. Because the check cashing date expired, we reissued another check and mailed it on October 16th. We called Ms. ******* on October 21st, and confirmed the mailing address that Ms. *******’s check was mailed to.

We regret the delay Ms. ******* experienced in obtaining her funds. She can contact me at the number I’ve provided her, if she should need additional assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My Complaint is regarding "Unethical Collection Practices, Customer Service Issues and Unreasonable and Excessive delay in providing a Service. I had set up my Direct Deposit to go to my sisters Pre-paid Netspend Card because I did not have a bank account. When Netspend received my Direct Deposit from my job, they did not post it to her card. Instead they sent my sister an email and text message stating that the Direct Deposit is pending and her card is block until she called them. She called the next day (because she received the text and email "After" they were closed. She was told that she needed to add me to her account so that they can deposit my check into her account. So she gave them all of my information so that they could add me. The Rep advised my sister that I have an old balance with them on an old card account that needed to be paid off before they can post my deposit to her account. My sister asked the Rep if they could just take the (Negative Balance) out of my Direct Deposit and then just post the remaining balance to her card. The Rep agreed and said that she will send the "Back End" an email requesting that they take the "negative balance" out of the DD and post the balance to her card. The Rep told my sister that someone will be contacting her within 4 hours to complete the transaction with her over the phone. During that call, my sister had advised her that we were in a Motel and that we have a baby who is 9 months old. My sister told them that the Direct Deposit is all the money that we have and we have to pay the Motel or they are going to put us out on the street. The Rep assured my sister that she will be contacted within 4 hours and that we will have the balance of the Direct Deposit that day. Well, we did not receive a call within 4 hours. So my sister call Netspend to say that she never received the call. The new Rep that answered said that she did not see a request in the system to have the "Back End" to do such a transaction. When I insisted that it was promised to me earlier that day, the Rep said that there was not anything she could do except to send another reques to the "Back End". I asked the Rep to speak with a Supervisor and the Rep said hold on for 1 minute. Then she xfrd me back to the Automated System to start the call all over again. I called back in and spoke to another Rep who said that my brother had to send in proof of address and Soc Sec card. Then she changed her mind and said actually he does "not" have to send those documents in because she can see that the request to take the funds out of the DD has already be email to the back end and that someone from that department will be calling back within "Another" 4 hours. I asked to speak with a Supervisor and the Rep hung up on me. I called back in and spoke with another Rep. When I advised her what I was calling in for, she told me that I was "Not" going to get to touch my Direct Deposit until Netspend get their money. Now mind you, I had only advised her that I never received the call that I was told I would receive to take the funds out of my direct deposit and post the balance to my sisters card. The Rep did not even try to listen to me. First she insulted me by screaming that I am not getting "My" money until Netspend get theirs, then when I asked to speak with a Supervisor she promptly sent me back into the Automated System. I called back again for about the 5th or 6th time and finally spoke to a nice gentleman who said that I was lied to and he apologized for it. Then he said that it actually will take 24 hours for them to take the funds I owed out of the DD and that my sister would get a text message saying that the Block has been removed from her card and that the balance of the DD would be on the card and available for us to use. He promised me and assured me that we would have the money by the end of the following business day. Well, my sister never received the text and we still did not get the money (Direct Deposit). I called Netspend this morning and a Rep "finally" xfrd me to a "Supervisor" who said that she can see the request in the system to take that funds owed out of the DD and put the balance on the card. She said that the request was send yesterday and that she will go ahead and take over the handling of the matter and that I did not have to worry because she is going to make sure that we have the money by the end of the day. She said that "She" will call "Me" once the transaction is complete or my sister will get a text saying that the balance of the money is on the card. She even told me she felt bad for my families "Motel" situation and that she experienced the same thing once, so she understood what we were going through. She also explained to me that my sisters card was blocked because she added me to her card so that Netspend could deposit the balance of my DD onto her card. She advised my sister not to "Remove" me from her card, so that when the "Back End" takes the negative balance out of my DD, they can put the balance of the DD on her card. We waited all day for a call or text but never received one. I called Netspend back because the manager of the Motel came to our room asking when we were going to pay. I assured him that I was doing everything I could to get the money to him. He said that he will give me until the morning. Now my sister is crying and mother is scared and worried. So I called Netspend back to see what was taking so long. The Rep looked at my sisters account and immediately started telling me about the "Negative Balance". When I explained to her that a request to take the funds owed out of the Direct Deposit and put the balance on my sisters card has already been submitted and that a Supervisor was handling it and was supposed to be calling me, she said that she could see the request in the system but she could not find he actual Supervisor who was supposed to handling it for me. I asked for another Supervisor and she xfrd me to one. That Supervisor also said that he could see that request in the system and that my sister will have the balance of the Direct Deposit on her card by tonight. It is now past 10 pm and Netspend is closed and we still have not received any calls, text or money. I don't know what is going to happen to us tomorrow morning when the Motel manager comes back to get the money. Me and my sister have been lied to, hung up on and treated wrongly. Now my family are facing living on the street. I am a hard worker and I help take care of my family. I don't get paid again for another 2 weeks and we have no money to pay the Motel. We have no money for food, diapers or bus fare for me to get back and forth to work. So now I may also lose my job. I don't know what else to do.

Desired Settlement: I would like for Netspend to please keep their promise to take the Negative Balance out of my Direct Deposit and post the balance to my sisters card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. He mentions that we are holding his direct deposit because of a balance owed on a past account.
We contacted Mr. ******* on October 21, 2014 to discuss the status of his direct deposit. We informed him that the deposit was not able to post to the account because he was not fully approved as a secondary card holder on his sister’s account. When our Customer Care Team attempted to add him to the account, it was brought to our attention that Mr. ******* had a negative balance on a previous account.
We informed Mr. ******* that we were not able to post the direct deposit until the negative balance was paid. We have returned the deposit to his employer. We apologized for this inconvenience and advised him that it takes 3-6 business days for the reversal to process. He stated that this was acceptable, and will wait for his employer to provide him with another form of payment.

Thank you,

*********** ******
Corporate Customer Response Team
NetSpend A TSYS Company

10/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had overdraft protection from them after 36 days of having my account open and 2 direct deposits in 30 day period when it was time to overdraft the only let me draw $50 the first time b/c I had already used the $10 they give without overdraft fee but ended up being charge $15 twice so I let that slide then when I drew my 4 overdraft I was only able to get $60 b/c redbox dipped in my account and drew 12.95 which gave me another overdraft fee of $15. I ended up getting it back after I disputed it for a week but by that time it was my next paycheck. So now it's October and and I received my paycheck but receive no overdraft protection after the took my check with the exception of $28.05 totaling $92.90 and some change. They state they give $100 protection overdraft and must be paid within 30 days or deactivation which it was paid every 2 week now the are saying which isn't in their terms and condition that u must not exceed 12 overdraft within a 12 month period which I had no knowledge of until I talked to a rep who stated that they don't have it in the t&c and that you have to call to get that information. They just took my money again with no notice that they wouldn't allow after 12 consecutive overdraft. That is false advertisement and breach of contract of t&c.Since I have got the overdraft I have never been able to draw the $100 overdraft in full unless I leave some of my money on there to be able to get the full $100.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. Ms. ******** mentions she was not allowed to use the overdraft protection after her last pay check was deposited to the account.

The Overdraft Protection Program (ODP) is an optional non contractual courtesy service made available to eligible NetSpend cardholders by MetaBank. A $15 ODP fee is assessed for each transaction that overdrafts the account beyond the $10 buffer. The $15 fee is waived if the balance is brought to zero or positive within 24 hours after the overdraft occurrence. Ms. ******** was active on the ODP since April 12, 2014.

In addition, bank policy requires us to monitor each customer's use of the Optional Overdraft Protection service and suspend it if the customer incurs too many overdrafts on the service. We suspended the ODP privilege on October 3rd. The suspension is temporary. Ms. ******** will automatically regain access to the ODP on November 2nd, as long as the she continues to meet the requirements for the program.

We understand Ms. ********’s concern about the suspension of the Optional Overdraft Protection service and apologize for this inconvenience. Please remember, the service is discretionary, and the Bank has the right to decline any transaction that would result in an overdraft. She can contact me at the number I’ve provided her, if she should need additional assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have received a Brinks Prepaid mastercard in the mail.I called Brinks, since I did not apply for this card.I was told my information was shared with them through a 3rd party, when I asked who shared my information I was told they did not know.How can a person receive a card without providing name, address, social security number? And the person I spoke to said "don't worry your information will not be shared". I said that's funny because it was already shared to you. I just don't understand how this could happen?

Desired Settlement: I would like to know who shared my information with them without my permission?

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *********. She mentions receiving a Brinks card in the mail that she did not order or want.

NetSpend works with many partners to offer consumers throughout the U.S. the benefits of our prepaid debit card. Some partners provide us with the names and addresses of customers who have consented to have their contact information shared with companies like NetSpend. In addition, NetSpend has relationships with website operators where visitors can opt-in to receive the card in response to our advertisement.

We received ******* *********’s information after someone logged on to the website ************************* with the IP address ************ on September 27, 2014 at 12:58 PM. They provided name, address, telephone number and email. The card offer was sent as a result of the information shared. The privacy policy of that website is at the bottom of the web page.

On October 9th the card offer was closed when Ms. ********* called Customer Service. We also restricted her information to prevent further solicitation. We attempted to reach Ms. ********* by telephone and email on October 21st. We apologize if our card offer has caused Ms. ********* any inconvenience. She has my contact information should she have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently signed up for a Skylight One debit card through my employer. Since I have had the card, it is always being declined and there is plenty of money on the card. I called the company on 10/13/14 and they said just fax over my ss card and drivers license. My Mom called today from work since I am on the road all day just to get a fax number to fax over the documents for me and they would not give her the information to do so. I havenot been able to use my money or my card for fear of it being rejected which is an embarrassment. When I asked the person on the phone "John" he said that he could not help me without a reference number. All I need is a fax number to send this information over to who needs to get it.

Desired Settlement: I want someone with some kind of authority in that company to call my Son and make sure that his card his valid and that they have all the information that they need in order for him to use his card. He is switching bank when he gets his next pay check so that we don't have to deal with these incompentent people ever again. I feel sorry for people that really need money or food or gas or whatever and know that they have the money in the bank and their card is always declined. That is very very bad business practice.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mr. ****** mentions his inconvenience with using his Skylight prepaid debit card. He’s requesting assistance with obtaining funds from his card.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

On September 12, 2014 Mr. ******’s account was conditionally approved. This status allows him to use the card for thirty days. During the thirty day period, we advise our Skylight cardholders to send in the aforementioned documents in order to fully activte their account. On October 12th Mr. ******’s account was blocked due to not receiving the required documentation to activate his account. On October 14th our Documents Department received the documents that validated Mr. ******’s account, and removed the block. When we called Mr. ****** on October 16th, he informed us that his issue was resolved.

We regret any inconvenience that Mr. ****** has gone through in efforts to obtain his funds. If he has any additional questions, we can be reached toll free at *************** 


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened a direct deposit account with the company . And after my first direct deposit they closed my account and said they where going to send me a refund check . If I send the them a fax of my social security card, drivers license, and bills in my name . I did . I sent sent them In a fax and email and they confirmed they received them . Then after waiting I called them back to see where my refund check was . They said they needed a letter from my employer. So they could send the check to my employer. My employer sent the letter . I waited longer then called today and they said they needed another letter from my employer and they might be able to get the check to my employer with in 21 days . I feel I'm getting the run around . It's been over 2 months they have had my money and I'm getting fed up . The amount owed to me by them is $1995.84 . I don't won't to sue I just won't the money I worked for .

Desired Settlement: I would like to have my money returned to me please .

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *********** ******. Mr. ****** is requesting his funds that were deposited to his Netspend prepaid card.

On August 29, 2014 our Risk Department blocked Mr. ******’s account. Upon the account block, we required additional verification to be sent to us in efforts to validate Mr. ******’s account. After not receiving the proper documents to validate Mr. ******’s account, we gave him an option to have the funds sent back to his employer. This requires a letter of indemnity to be sent from the employer. Once this is received, we will mail his Return of Funds check back to his employer within 20 business days.

We regret the inconvenience that Mr. ****** experienced while attempting to validate his account. If he has any further questions, I’ve left him messages with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/28/2014 Problems with Product/Service | Complaint Details Unavailable
10/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a checking account through Netspend and debit card which is issued through Metabank. I used a Metabank ATM to withdraw money from my account that has a $1.50 withdraw fee. But ATM said insufficient funds. I had checked my account balance before using ATM so there was money in account. I tried two more times but kept saying insufficient funds. Each time it charge $1.50 fee plus insufficient fee plus 2.50 putting my account in negative. This happened on 10/2/2014. Customer service rep was no help.

Desired Settlement: To refund those charges

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. Ms. ******* states that she was charged three ATM transaction fees as a result of ATM withdrawal attempts, and is requesting to be refunded for those fees.

On October 3, 2014 Ms ******* attempted to withdraw from the ATM three times, and was charged $1 decline fees each time that the transaction was attempted. Ms. *******’s Netspend fee chart (which can also be found on our Online Account Center at www.netspend.com) states that there is a $2.50 transaction fee each time an ATM withdrawal takes place. This means that Ms. ******* had to have enough funds available in her account to cover both the amount requested from the ATM, in addition to the $2.50 fee. As a result of not having sufficient funds to cover both amounts, the ATM recognized her account as not having sufficient funds. As a courtesy to our valuable cardholder, we have refunded the decline fees associated with her ATM withdrawal attempts.

We regret the inconvenience that Ms. ******* went through in efforts to withdraw her funds from the ATM. Should she have any additional questions, she can reach us at the contact information that we’ve provided her with.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because: My account and debit card through Netspend is also through Metabank. That ATM that I used charges 1.50 to use. I can see being charged the extra 2.50 if the card I used was from a different banking institution. Why be charged 1.50 and 2.50 from the same banking institution. When the 2.50 charge occurred that's what put my account in negative standing plus incurring decline fees.


Regards,

******** *******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******** *******. She states that she was charged a $1.50 fee and a $2.50 fee when she used the ATM owned by MetaBank.

Netspend’s fee structure details display that a $2.50 transaction fee is charged each time an ATM transaction takes place. This means that when an ATM transaction is initiated, our cardholders must have enough funds to cover the ATM withdrawal amount, in addition to the $2.50 fee from Netspend (additional ATM fees from the ATM merchant may apply).As a result of Ms. ******* not having sufficient funds to cover her requested withdrawal amount, in addition to the $2.50 fee, her card declined as insufficient funds. We reviewed Ms. *******’s account, and she was not charged a $1.50 fee when initiating ATM transactions in October. As mentioned in our previous response, we have refunded the $1.00 insufficient funds fees that resulted in her ATM transaction attempts. We’ve emailed Ms. ******* a copy of the transaction history for review. Should she have any additional questions she can contact us at the information we provided by telephone and email.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My friend was told by a netspend customer care representative that if he refers me and I load $40 on ky card I will get $20 free. Now I used his refer link and applied for a card. I then loaded $55 on my card when I got it activated. After a few days of waiting for my $20 I contacted netspend. The 1st representative asked for my friends referral code and account number. I don't have the referral code anymore because he said his account was already closed so I gave them the account number. The 2nd representative said I am not qualified because my friend needs to be referred by someone as well. We were never informed of that so I emailed again. The 3rd representative who was rude and did not know proper grammar told me that "it is clearly stated in netspend's refer a friend's terms and conditions" that I need to click on the link on the email referral. 1st of all, there was no so called terms and conditions on the refer a friend site. 2nd his statement that I need to click on the email is not true as I have read a lot of people in forums who got their refer code from a blog or someplace else in the internet. This is clearly a bait and switch. And to think that I am beginning to like using this card for my transactions.

Desired Settlement: I need to be credited with the $20. It is not much but you have to honor your advertisement.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. Ms. ******* mentions not receiving the Refer-A-Friend bonus to her new Netspend prepaid debit card.

After reviewing Ms. *******’s account, we are able to see that she was refunded on October 24, 2014 in the amount of $20 for the Refer-A-Friend Program.

Unfortunately the telephone number provided by Ms. ******* in not set up to receive voicemails. We’ve emailed her with our findings. We regret any inconvenience that Ms. ******* has gone through regarding the Refer-A-Friend program. If she has any additional questions, we can be reached at the contact information provided by email.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

Although I do not acept this response, Marcus from Netspend did process the $20 referral and it was already cedited go my account so I will now close this case as resolved.

Regards,
**** *******

10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint is pretty cut and dry. I have a netspend prepaid visa. i went 1-/09/2014 to a currency exchange office to reload my prepaid visa.I was behind on my car payment two months and needed to pay my car note or they were going to repo my car. I loaded cash funds on the card, got my receipt, walked to my car to make the payment over the the phone, it was decliend. I called NetSpend, they said it a hold on the account for verification purposes. They asked us to send a copy of Drivers lisence,SS card,and a bill with your address on it. It was 5:30-6pm then. You can only email this information to (documents@netspend.com) No fax number!I did that at 8 am the next morning 10/10/2014. They still would not release my money. I called several times explaining the emergency situation. My car finance company said they would wait until the end of that day. They never released my money that day, and my is going to be repo 10/11/2014. How can they hold your money like that? It's is a cash transaction, either you have money on the card or u don't. Who would use this company knowing they hold your money for 24hours before you can use your card. I just lost my car, becuase of this company! If something was wrong with the card, why would they alow me to put money on the card! They took my money!

Desired Settlement: I want my money!!!!!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mr. ****** is requesting his funds that he loaded to his Netspend prepaid card.

On September 29, 2014 our Risk Department blocked Mr. ******’s account as a preventative measure due to unusual account activity. Upon the account block, we required additional verification to be sent to us in efforts to validate Mr. ******’s account. On October 9th Mr. ****** spoke with our customer service department, and was notified of the block. After receiving the requested documentation to validate his account, Mr. ******’s block was removed from his account on October 13th.

We regret the inconvenience that Mr. ****** experienced while his account was temporarily blocked. If he has any further questions, I’ve left him messages with my contact information.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently filed a complaint with netspend on the way that they conduct business in handling of consumers money and initiating refund policies based on their CSR workers information. Once again ,.....netspend is doing the same thing but now within their own business practices from the dispute department. THese workers aren't doing their jobs accurately or the business is allowing these errors to continue to consumers causing them aggravation. I would compare netspend to time warner cable type of customer service...horrendous. ISSUE: From a previous issue I was given a credit from netspend on a different card because of they acknowledged their customer service issue in regards to that complaint. Know they hae done the same thing .......but in a different manner. The payment of the balance was 25.46 and I was charged on another card for that amount on 10/13/2014 @ 10:13 am and then again on 10/13/2014 @ 12:1. for the same amount. This was sent to netspends recovery department , so that i could activate my card for usage. 2 hours later I was charged again the amount of 25.46 by NetSpend under a different status from the recovery department. WHY? a different status and how did they miss this detailed note in any account that states this account as showing already charged for this recovery? This seems to be a malicious intent from this company. The employees or employer doesnt care enough to change this behavior in how they handle accounts and construct their business in procedures. This error tells me that they either dont go into your account and view specific details before proceeding to the next step . so that they aren't liable and the customer isn't at any faults for confusion. This is a mishandling of account information and for security purposes of funds and personal information. Why is this method of business practices okay,,,,somebody connected to that processed number of 2nd charge ,,,, seemingly following Netspends procedure error for the 2nd time needs to be fired or changed. It seems as though net spends follows whatever rules it wants in handling money. TO BBB......I asked and netspend cannot retrieve a corporate office number and email address to contact someone away from the facilities fraction of responsibilities. Netspend decided that 2014 generation of technological advancement needed to be reverted back to PEN & PAPER to contact the corporate office by P>O BOX. That more inconvenience to the fact that they aren't easily reprimanded by anyone.

Desired Settlement: I believe the suitable outcome would be that they refund me my whole amount that they taken the 25.46 And also, they should refund me for remainder amount of 25.46 from other card balance. THis would show some decency in having common ground in the understanding, that they are aware of the mishandling of the accounts and based on inconvenience fees of the rate of aggravation of assault to a customers trust that they continuously / carelessly overlook. THe point of netspend I guess is to cause me an inconvenience and delay anything that I have to do while waiting on them to fix their issues.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** is requesting a refund from a double charge that took place on her account in the amount of $25.46

We were given the opportunity to speak with Ms. ****** on October 20, 2014. She notified us of the charge that took place on October 13th, and we immediately refunded her account in the amount of $25.46 after validating the double charge.

We apologize for the inconvenience that Ms. ****** experienced as a result of the double charge. She can contact me at the number I’ve provided her with if she should need additional assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: At the beginning of this year I purchased a Netspend Debet Card at Royal Farm's in ******** MD. It was declined when I went to use it. I tried to activate it but the customer service person told me I needed the name of the person who bought it. I gave them my name but it did not activate. The representative than instructed me to fax my Soc-Sec number along with my Gas and Electic bill and a copy of the card. I complied, but still no activation. After several calls with customer service I have reached a road block. I'm appealing to you to get this card activated. I paid over $100 dollars for it in cash. Royal Farm does not keep copies of their receipts and I don't have mine either. No ones used the card because I'm the only one who know the number and has the physical number. I'm the sole owner of the card and I bought it. Store Purchased: STORE *** **** ****** *** ********* ** ***** ************ ** *********** ****** **** **** ********** **** ******** ** ***** ************ ************ ******

Desired Settlement: I want the card activated.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. He states that he purchased a card, but could not use the funds on the card due to a block from NetSpend.

The card referenced by Mr. **** was purchased at the beginning of 2014. NetSpend blocked the account due not having the appropriate documents to be able to verify his account in accordance with the federal laws governing prepaid cards. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

Mr. ****’s information provided in his BBB letter does not match the name and address we have associated with the card he is referencing. As a result of not receiving the aforementioned records to validate his account, his account cannot be activated.

We regret any inconvenience that Mr. **** has gone through in efforts to obtain his funds. I’ve left messages with my contact information if he would like further assistance as to what information is needed to successfully activate his account.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Like three week ago I made I complaint here on bussines better burau and I call on 10-09-2014 to the irs to check if the have revived the money the net spend it's going to return to the irs the amount its $637 dollars and the irs told me that they have not recive nothing yet and they told me the they going to trace the money where it's and they told me the it's going to take 6 week to they could trace the money and about two week ago a revived a phone call from net spend supervisor department and they told me that they contac the irs and the irs told them the it takes 6 week to received the money but like I said before I call the irs on 10-09-2014 and they told me the they have not received the money the net spend sent already the money when it's not true that they sent it

Desired Settlement: And I call net spend and they keep say it the they sent the money to the irs when it's not true

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. She states that she called the IRS and they have not received the funds returned from NetSpend.

NetSpend blocked Ms. ******’s account on August 1, 2014. We requested documents to verify her identity. She requested to close the account on August 3rd. The next day we removed the remaining funds of $637.77 to be sent back to the Internal Revenue Service. We have received confirmation from our Accounting Department that Ms. Kirkland’s check was delivered to them on September 8th.

We recommend that Ms. ****** continues to follow up with the IRS regarding the status of her funds. It is important to note that until the government's internal departmental review is completed, other departments, including their customer service department for IRS may not have accurate or up to date information concerning the funds. We do not know the specific procedure and/or timeframe they may take to complete this process, however we have received feedback from our cardholder’s that it may take up to 6 – 9 weeks to be updated in the system.

We regret the inconvenience that Ms. ****** has gone through in efforts to access her funds. Ms. ****** has my contact information should she have additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

****** ******

I received a phone call from a supervisor name **** and I request he for proof the that IRS already cash the check that they send to the IRS and Mr **** said the he's going to sent me the proof of the the check its chased by IRS and I spoke with **** on October 15/2014 and he said the he its going to email me the proof of the check the it's been cash by the IRS and today it's the 17 of October 2014 and I haven't received anything from Mr ****

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. She states that she never received the information about the check returned to the IRS.

As we stated in the previous response the remaining $637.77 from Ms. ******’s account were received by the IRS on September 8, 2014. NetSpend Accounting records show that check number ****** was cashed by the US Treasury on September 28. That information has been emailed to Ms. ******.

We recommend that Ms. ****** continues to follow up with the IRS regarding the status of her funds. It is important to note that until the government's internal departmental review is completed, other departments, including their customer service department for IRS may not have accurate or up to date information concerning the funds. We do not know the specific procedure and/or timeframe they may take to complete this process, however we have received feedback from our cardholder’s that it may take up to 6 – 9 weeks to be updated in the system.

We regret the inconvenience that Ms. ****** has gone through in efforts to access her funds. Ms. ****** has my contact information should she have additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

10/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My identity was stolen and my net spend card and pin number compromised. Upon receipt that my financial situation and life was in jeopardy I contacted all my card companies and closed down my accounts or changed my card numbers. I immediately contacted net spend when I found out my money was stolen off my card and was promised it would be disputed properly and taken care of. I had already told them everything was compromised including my pin number and my claim was denied 4 months later. The on basis of that denial being a pin number was used. Net spend has not properly assisted me and the numerous hangups from their customer service team has made me feel like I am the criminal. They are refusing to help me by hanging up and constantly transferring my calls. I will not stop my pursuit for justice and netspends unprofessional and unethical practices should be investigated.

Desired Settlement: For the netspend crew to require more training with issues like mine because it's obvious they don't know how to handle situations like mine.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** expresses her dissatisfaction with her dispute claim outcome, including the poor customer service that she experienced while in attempt to resolve her dispute claim.

Ms. ****** disputed a Wal-Mart transaction on July 21, 2014. The dispute claim was resolved on August 25th, but there was no reimbursement issued to Ms. ****** as a result of Wal-Mart providing us with sufficient information, confirming that the transaction was valid. We mailed her a dispute closure letter explaining the outcome of her dispute claim. On September 30th, Ms. ****** was mailed all documents that supported the decision of her dispute claim.

We regret any inconvenience Ms. ****** experienced while disputing the unauthorized transaction. She has our contact information if she has any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
***** ** ******** is unprofessional and rude. He hung up on me and never once told me what he could do. I have been lied to, talked over, and hung up on constantly by supervisors and managers and i deserve to compensated for the time netspend has wasted and how I have been treated as a customer by ***** ** ******** and his coworkers and friends. I informed netspend of the situation with me card information being compromised and followed the steps netspend representatives assured would result in a refund.
Regards,

****** ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. Ms. ****** expresses her dissatisfaction conversations she has had with NetSpend.

As we stated in the previous response, we disputed the transaction with Wal-Mart on behalf of Ms. ******. Unfortunately the dispute claim was unsuccessful in retrieving her funds back from the merchant. Since she has no new information to provide concerning the unauthorized transaction, we cannot pursue the issue. She can contact the merchant and law enforcement to report the theft of her funds.

We regret that Ms. ****** is not satisfied with the results of her dispute claim. She has our contact information if she has any further questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:
***** ** ******** is unprofessional. I don't take the word of anybody who hangs up on customers. He holds a position that he can not handle and my main goal from here on out to make sure he is relieved of his duties since they are becoming overwhelming to him. 

Regards,

****** ******

10/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Netspend took it upon themselves to issue a credit/debit card with my name on it and neglected to inform, consult or contact me about it. As a result the card went to the wrong address, my previous address which I had changed in the beginning of August, with Netspend. Fortunately, the woman who bought my home sent it back and no one got to it before that. I had no knowledge of this until Netspend "blocked" my account and I could not access my money. They later stated it was because I had shopped at Home Depot. Still, I had absolutely no idea they decided to do this for any reason. Although they have several ways of contacting me, Netspend never made any attempt to inform me of this unilateral decision to issue me another card. They cannot tell me how doing such a negligent, dangerous act is in my best interest. Anyone could have gotten that card even had it been sent to the correct address. I am disabled and pay the majority of my bills on line so I do not go to the mailbox daily. Had I been alerted in any manner, I could have been diligently watching for it to arrive, aware I was receiving a new card. I informed Netspend that I was filing a formal complaint and shortly thereafter my card stopped working. I only get paid monthly and had no food, medication or gas in my car. I called Netspend immediately and could not get through due to " heavy call volume." I was standing in a supermarket with frozen food and a line in back of me AND well over $1,000 on the card, and Netspend is unavailable to tell me why they are holding my money hostage. While I was waiting for a "call back" because Netspend would not even allow anyone calling to stay on hold, a supermarket manager keyed the number in manually and my order went through. I finally got through and was told there was nothing "wrong" and to try another store. The same thing happened at Walmart. By the time I got home, I had to throw out the frozen food and this is unacceptable for anyone, let alone someone on a fixed income. (This was Friday, October 3, 2014). On Saturday, October 4, 2014, I was unable to access my account and called them again. The employee on the phone could not give me specifics and I became frustrated and upset. I requested a supervisor and this employee did everything in her power to have me hang up. I even suggested a supervisor call me back at their convenience but she continued to tell me no one was available or they were too busy. I insisted and spoke to a supervisor who told me the block currently on the card was because strange activity was detected but could not tell me what it was. The only information I got was that the block was put on at 7p.m. Fri. 10/3/13. That was after the card would not work, not before, so is not the reason it was not working initially that day. It seems the block was due to trying to use the card over and over to get it to go through. Oddly, I used the card successfully at 2a.m. on line. Netspend is still telling me that up to the time the block was put on, supposedly at 7p.m. 10/3/13, it had nothing to do with the card not working prior but could not give a a reason. I do believe the supervisor but someone, somehow is meddling with my card. This is not a coincidence. I want to know why they are doing these neglectful, terrible, unethical, awful things or allowing their employees to do so. They are not only acting in bad faith, they have crossed a line.

Desired Settlement: I just don't know. I hope they are investigated. Something is very wrong.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ***********. She mentions that her card was blocked and she had no access to her funds.

Between April 1st and September 2, 2014, Netspend received notification of reported data compromises regarding Home Depot store locations. As a protection to our cardholders who were impacted, we order replacement cards and mailed letters explaining the actions taken to secure their accounts. Ms. *********** was one of our cardholders who was impacted. Her card ending in ***** was blocked on October 4th as a result of it being associated with Home Depot during the timeframes mentioned. She had an additional card on this account that was activated for use on the same day.

We attempted to contact Ms. *********** on October 10, 2014, and left her a voicemail with our contact information. We also sent an email to clarify the issue with her account.

We regret any inconvenience Ms. *********** experienced while attempting to access her funds. We look forward to speaking with her if she has any additional concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

****** ***********The netspend employee assigned to answer my complaint has either not bothered to read the complaint or simply does not care. To trivialize their negligence, errors, blatant disregard for me as a person as well as my money, is disgusting, but seemingly increasingly typical of netspend. To ignore what happened and not even attempt to explain or problem solve is unacceptable and the entire reason for contacting an outside agency. In addition, why he does not have access to my new address and home phone is beyond me as other supervisors from netspend have contacted me at my new home number without difficulty. I verified the address as part of their security check during one conversation. Plus, I have the same cell phone number, which I use for transactions, messages and calls with netspend, that I have had for the eight + years I have been with them. I changed the home phone and address with netspend in August.If my complaint had been actually read and heard, this employee would have noted what netspend put me through by their negligence, inability to handle phone calls and finding a resolution.I happened to have an extra card which was pure luck or I would not have been able to access a dime of my social security, my only income. Netspend caused me physical pain, embarrassment and caused me to loose money by their actions. Now, I get this employee trying to have BBB believe this was a short, easily corrected situation, which is so far from the truth. I would like netspend to please assign a well trained employee who actually cares about netspend and the customer, to read and truly address my complaint. I will not tolerate a, "go someplace else if you don't like it," attitude, such as the one I am getting from the employee responding today. 

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ***********. She mentions that our response is trivializing her experience with customer service.

As we stated in our previous response, in an effort to protect Ms. ***********’s funds NetSpend Risk Department blocked the card that may have been a part of the Home Depot breech. We spoke with her on October 20, and updated the account information at that time.

NetSpend appreciates Ms. *********** as a long term customer. We regret that she feels we are not addressing the issues. She has our contact information should she have any questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

****** *********** This particular netspend employee has no intention of addressing my complaint in a professional, good faith manner. There are several layers, each one caused by netspend's disorganization and inability to handle the accounts they have taken in. This is clear just by the fact that I am still trying to get someone from their company to resolve my complaint and "fix" what they did to me.
I do not have any idea what Mr. campbell, the netspend employee assigned to my complaint, is talking about when he mentions October 20th. I returned a call to a netspend employee with the hopes I would be able to get a different representative to handle this matter. I am not satisfied with Mr. ********** flip attitude and his choice to simply get my situation off his desk. I was clear about this on the phone with netspend's representative, ********. She reviewed the information, stated Mr. ********** response was not what she would have expected and acknowledged the complaint was not resolved. The conclusion ******** and I came to was that she would speak to mr. ******** about the situation on October 21, the day following my conversation with her, and she gave me the name of her supervisor. I decided, since ******** seemed to 1) have a clear understanding of what happened to me on October 4th and 2) actually cared, that it might help of she spoke to Mr ******** and perhaps he would address what happened. 
However, while I believe ******** did what she stated she would, to me it is clear Mr. ******** does not care about me or netspend. After speaking with ******** and having a simialr problem to this complaint in February 2014, I am truly surprised netspend even has an employee such as Mr. ******** in that department. The others seem to take their positions as problem-solvers and agents of change very seriously. 

10/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On september 29 2014 i was charged twice for a,$300 atm withdrawl, upon realizing what happened i called netspend and filed a,claim and sent the requested proof. I was told it would take 10 days to process the claim snd refund my money and they have done nothing but charge me overdraft fees for,their error and repeatedly tell me to,wait 10 days but still,they havent issued a refund and just send me the same,form letter over and over.

Desired Settlement: Refund of my $300 and also a refund of all overdraft fees

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. She states that she sent all requested information for an ATM dispute claim that she initiated. She also mentions that customer service advised her that her dispute claim would be processed in ten days.

On September 29, 2014 Mrs. ******* called to dispute an ATM transaction that did not dispense her funds. We informed her that the dispute claim would be updated within ten business days, October 14th. On that day we issued a provisional credit for $303.50. The next day we credited the overdraft fees and ATM decline fees. The final date of the dispute claim is December 1st. No further action will be required as long as the claim is decided in her favor.

We understand the dispute process can be time consuming, but we appreciate Mrs. *******’s patience while we work towards a resolution for her. If she has any further questions, she can contact us toll free at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I attempted to pull cash from an ATM and no cash was dispensed. I filed a dispute right away and was advised that I should recieve my funds in 48 hours. it has now been a full 14 days and I still have not been refunded my $200.00. I have contacted the ATM company and they are fully aware of the network error and are wanting to remedy it for me but Netspend has not even sent the dispute to them yet.

Desired Settlement: I would like my $205.00 returned to my card. That is all that I have asked for.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** **********. She states that customer service informed her that she would receive a refund from her ATM dispute claim within 48 hours.

On September 25, 2014 Ms. ********** spoke with customer service to initiate a dispute claim on two ATM transactions for $102.50 each. During that time, customer service informed Ms. ********** that her dispute claim would be updated in ten business days, October 9. On the tenth business day we issued a provisional credit to her card in the amount of $205.00. Ms. ********** will have a resolution for her dispute claim by November 24th.

We understand the dispute process can be time consuming, and appreciate Ms. **********’ patience while we attempt to recover her funds from the merchant. Should she have any further questions, she can contact us toll free at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I lost my NetSpend Debit card, called to have my account placed on hold and another card sent out. I received the card a few weeks ago, called to have it reactivated and was told to fax in proof of who I am. I sent a copy of my driver's license, social security card and some mail. I went to the local career center and had the documentation fax several time, but was told by NetSpend that the ID was too dark, I then had it lightened up and resent- according to NetSpend, it was still too dark. I then go to FedEx to have it lightened up and sent via FedEx, still not able to get my funds released! I am a single father, raising 3 children and every dollar I have is needed. I just want my money back. I had assistance from a lady to simply get the street address from the company so that I can speak with an attorney about getting my money, over $3,000. She was successful at getting the information, but only after she had to go back and forth for over an hour with the company- getting a actual address off the legal departments' voice mail, which both employees stated that they did not have.

Desired Settlement: Since the company keeps stating that my information sent is not valid, too dark, then I would like my funds overnight to my address; including all the fees ($.50 per call).

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. He states that we requested him to send us information validating his identity after his card was reported lost. Mr. **** mentions his inconvenience in validating his account with the information that he sent. He’s requesting his funds to be mailed to him.

On September 11, 2014 we blocked Mr. ****’s account due to unusual attempted transactions made with his temporary card. We notated the account to request identifying documents. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

Mr. **** contacted us on September 25th to report his card stolen. We informed him of the block that took place on September 11th, and requested Mr. **** to send us the aforementioned documents to verify his identity. We received documents from Mr. ****, but they were not legible. We closed his account on October 7th as a result of not being able to confirm his identity based off of the documents that we received. A return of funds check will be mailed to Mr. ****’s address on file in the amount of $332.00 on October 17th. He will receive the check in 7-10 business days from the date it’s mailed.

We regret any inconvenience that Mr. **** has gone through in efforts to obtain his funds. If he has any additional questions, we can be reached toll free at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After ending my employment with ***** department stores, I canceled my Skylight pre-paid debit card that would receive my work deposits. When speaking with associate #1, it was established that the balance (a little over $50) on my debit card would be sent to me in the form of a check. My debit card had been rendered useless through Skylight so I told them that I would be cutting it up and throwing it away, which I did. Since the original conversation with associate #1 almost two months ago, I haven't yet received my check. Associate #1 did express that it could take up to three weeks to reach me, to which I replied, "not a problem." I waited until today, October 8, 2014 to call ###-###-#### regarding this money. I have literally been on the phone or on hold for 106 minutes with eight different people all of whom have told me that they can't help me because I don't have my Skylight card 16 digit number. I asked many of them to transfer me to a manager and each time was told that they couldn't do that, or that their supervisor wouldn't be able to help me either. Also, each associate asked for verifying information (ssn, address, last deposit, etc.). And every time they would "transfer" me I ended up on the same line with the same options that I started with. The very last person I spoke with actually hung up on me after I stated that the only option I would accept would be to speak to a supervisor at that point. I believe that associate's name was Rowena. I am frustrated to say the least. It seems like a very simple solution to a not so difficult problem. I would like a resolution.

Desired Settlement: I would like my refund check mailed to me at their earliest convenience and a written apology from the company for being so difficult to deal with and not customer friendly.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. She mentions after closing her Skylight Paycard account she never received the check she was promised.

On October 14, 2014 we spoke with Ms. ***** in efforts to provide her with options on obtaining her funds. Her address has been updated as she requested, and her check will be mailed on October 17, 2014.

We regret the delay in Ms. ***** receiving her funds. She has our contact information should there be additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: netSpend sent a prepaid card addressed to my underage son. My son is only 14 years old and the card was sent in his name. The card indicated that it could be activated immediately by visiting wunetspendprepaid.com. I think that is highly unethical to send a card to a minor. I called the company and they indicated that they send the cards out without verifying any information. Again, I think that is highly unethical.

Desired Settlement: I want BBB to know of the actions of the company. I also want to ensure that they not continue with unethical practices. Thank you.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *** ******** *****. She mentions that her minor son received a NetSpend card offer in the mail. She wants us to stop sending cards to her son.

NetSpend sends card offers in response to website requests. Normally we only have the name and address. The age of the cardholder is determined when activation is attempted. We do not activate cards for minors. We attempted to contact Ms. ***** to obtain more information about the card offer. We need to locate the card offer in our system to render assistance. We have given our contact information by telephone and email. When she contacts us we will assist her with the request to block her son’s information.

We regret any inconvenience Ms. ***** and her son experienced from the card offer. We will address the issue once she contacts us.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was trying to dispute a charge on my credit card for a transaction that took place less than 5 min in another state than I was in. I tried contacting customer service several times and the system kept hanging me up. Finally I get a hold of someone and there repeating what I'm telling them over and over again and tell me they can't do anything about it. I tell the agent I want to speak to a manager and he places me on hold for 20 to 30 min. Im going round and round with the supposedly manager who can't and won't do anything about it and tell me they have to investigate the situation. There is nothing to investigate if Im in ***** ** and my card is being charged in ******* at a gas station doesn't make any sense. He tells me that the have to wait 7 to 10 days and they can not expedite a card to me. I asked for his manager and he tells me he is it. ***** ** ******. This has happened to me before and I just sat back and waited. The customer service stinks!!!!!!!!! They need to proper training to satisfy there customers. He refused to give me a manager and told me he is the highest person I can talk to. I can not contact the dispute dept because they only answer emails.

Business Response: Monday, October 13th, 2014

To Whom It May Concern:

We received complaint #******** filed with your office by ****** ****.  She states that she experienced poor customer service when contacting us regarding an unauthorized transaction on her account.

On October 8th, there was an unauthorized gasoline transaction that occurred in *******.  Ms. **** contacted our customer service on this date to report the charge, but refused to block the card.  Since the charge was still pending, our customer service advised that a dispute claim could not be opened until the transaction posted to the account.   We are in the process of monitoring the calls that Ms. **** had with our customer service representatives, and will take any corrective measures that are necessary. 

On October 13th, we reached out to Ms. **** to assist her with ordering a new card and opening a dispute claim.  The compromised card has been blocked to prevent any future unauthorized transactions, and a dispute claim has been created.  We will have an update on Ms. ****’s dispute claim after 10 business days, once the initial investigation is complete.   A new card has also been expedited, and should be received in the mail within 2-4 business days.

We regret the inconvenience that Ms. **** has faced while attempting to resolve the unauthorized charge on her account. As a courtesy, we have refunded the overdraft fees that were incurred as a result of the charge.  We’ve left a voicemail with our contact information, and will assist Ms. **** further once she returns our call.  

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

Business Response: Monday, October 13th, 2014

To Whom It May Concern:

We received complaint #******** filed with your office by ****** ****.  She states that she experienced poor customer service when contacting us regarding an unauthorized transaction on her account.

On October 8th, there was an unauthorized gasoline transaction that occurred in *******.  Ms. **** contacted our customer service on this date to report the charge, but refused to block the card.  Since the charge was still pending, our customer service advised that a dispute claim could not be opened until the transaction posted to the account.   We are in the process of monitoring the calls that Ms. **** had with our customer service representatives, and will take any corrective measures that are necessary. 

On October 13th, we reached out to Ms. **** to assist her with ordering a new card and opening a dispute claim.  The compromised card has been blocked to prevent any future unauthorized transactions, and a dispute claim has been created.  We will have an update on Ms. ****’s dispute claim after 10 business days, once the initial investigation is complete.   A new card has also been expedited, and should be received in the mail within 2-4 business days.

We regret the inconvenience that Ms. **** has faced while attempting to resolve the unauthorized charge on her account. As a courtesy, we have refunded the overdraft fees that were incurred as a result of the charge.  We’ve left a voicemail with our contact information, and will assist Ms. **** further once she returns our call.  

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

10/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pre-paid Visa card and put $250 dollars on it, I activated it and when I tried to use it ,it declined. I had to call customer service and verify my identity for some reason and then they told me I had to send them a copy of my drivers license to an email and to call back when I did. I called back and they said ok give us 24. hours to confirm and we will let you know . Then I get an email saying they need a copy of my social security card. this is just to use the card or even before I can get my own money out of an ATM . This is not right and is my money . it said on card no credit check no wait ready to use . I activated it with my name and information , they have no right to dothis. this is wrong

Desired Settlement: Fix this issues so that no one else has to go through this. I needed the money to fly out that day and it was not available causing me money ,pain and suffering , an apology , issue fixed and a complimentary gift card with $100 bucks for my inconvenience would be acceptable.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Mr. ***** states that he was unable to activate his card for use and had to send in documents to verify his identity.

On October 4, 2014 Mr. ***** called to activate his temporary NetSpend card. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card. He sent in the required documents, and his card was activated for use the same day.

We regret any inconvenience Mr. ***** may have experienced while activating his card. He has our contact information should he have additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: first off , i was told that the overdraft , that i had 24 hours from the date is posted to replace the money which with my dd it did and they refuse to give credit to me on that fee... and second , i have tried to file dispute on a few charges that i know are double charges and also some that are wrong and there system does not let me and when i call in , i get a attitude everytime i try and tell them what i know to be wrong is

Desired Settlement: i want the 15.00 fee refund to me and i would also would like to have what is double charged and not suppose to be there given back to me , that is my hard earned money and i feel as if anyone is welcome to it anymore

Business Response: To Whom It May Concern:

** ******** ********* * ******** ***** **** **** ****** ** ********* *********. Ms. ********* states that she’s experienced issues with her attempt to file a dispute claim for a double charge that occurred on her account. She’s also requesting to be refunded for an overdraft fee that was incurred.

Ms. ********* disputed two transactions through our Online Account Center on October 2, 2014. We sent her notification the same day, confirming that her dispute claim was successfully received. We will provide her with an update concerning her dispute claim within ten business days, October 16th.

We’ve attempted to speak with Ms. ********* by phone and via e-mail in efforts to obtain additional details regarding her double charge, and overdraft fee. We will await her response. We’ve left her messages with our contact information, and look forward to further assisting her.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

********* *********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ********* *********. Ms. ********* states she rejects the response.

We contacted Mrs. ********* on October 15, 2014. We went over her concerns and addressed the issues she had on the account. We appreciate the opportunity to assist her.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: deposited $30 advanceamerica pre paid visa to make internet payments for which I had been using my bank debit (visa) card.None of the payments i executed were paid.No explanation was available.I eventually called the # on the GO purpose card I received which apparently replaced the"temporary" card i got at AA(but w/o the AA logo).When I heard the person refer to $6.95 per mo.taken from my $30 ,I ended the call& decided I would have to contact the consumer financial protection bureau to get anywhere with gowithpurpose who was apparently given my $30 which I had never was able to acess.to make internet payment in order to steal my $30 at $6.95 per month & who knows what else.I do know that I have not & would not agree to any monthly fee for a real credit card,much less this scheme.I have been a customer of AA for years & did not expect them to be associated with this kind of deception & failure to acknowledge when I tried to use the service I paid for .I was naive.I did notice none of the AA employees volenteered any info about the card , other than the card could be used for anything my bank debit visa would do.Having no issue with netspend or AA per se,I did inquire on ocassion if whatever the CFPB would do would reflect on any AA employees. none suggested any need for a heads up.It did not appear any were informed about the results of fla s AG ,as required by that agreement.From my conversations with the staff being hired before the appointment of a director was confirmed,they consider themselves immune from political pressure & not be intimated by the sophisticated entities over which they seem to have unprecedented power.Anyway,I am going thru this exercise because I said I would in recnt email attempt to GOWith Purpose.If GP wishes to refund my $30 on or b/4 9/30 as (1) I never agreed to a monthly fee(nor did I activate the GP card which required much maneuvering as to get any info from the website there are many traps to cause inadvertant activation-I assume there are more elsewhere.I ree Product_Or_Service: internet payment Order_Number: # back of card *** Account_Number: **** **** **** ****

Desired Settlement: DesiredSettlementID: Refund $30 prior to 2:00 pm 9/30/14,at which time this offer becomes null & utterly void.I regret the unpleasantness but I simply have no alternative.I believe staff of CFSB will want to do something,

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *** ****** *********. Mr. ********* states that he loaded $30 onto his Netspend card that he purchased, and later found out that his funds were dispensed. He’s requesting his $30 to be refunded.

On July 12, 2013 Mr. ********* purchased a Netspend prepaid debit card from Advance America. The card was activated for use on the same day. Our terms and conditions, and fee structure details are provided in the packaging of the Netspend prepaid debit card. Our fee structure details outline all fees associated with using the Netspend prepaid debit card.

On July 31st two $1 transactions were completed with Epoch.com. On Mr. *********’s fee plan that his card is under, there is a $2 transaction fee per debit or credit transaction. This reduced his available balance to $24.00. When there is no activity on the card for ninety days, there is a $5.95 monthly maintenance fee assessed, which is how Mr. *********’s balance was reduced to zero dollars by March 2, 2014.

Mr. ********* contacted us by email on August 28, 2014. We relayed his account history to him at that time. We left voice messages, and sent emails to him on October 16th and 20th in efforts to review this information with him. We will certainly further assist him when he returns our correspondence.

We regret any inconvenience that Mr. ********* has gone through while using Netspend services. He can contact me at the number I provided on his voicemail, and e-mail for further assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

*** ****** *********

10/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a deposit that they are holding in the amount of 872.70 because of old cards that I no longer have access to. They stated that they wont release my funds until the other balances are paid in the amount of 273.00. I no longer have these cards so what I asked if the bal be taking away from the amount of the deposit. I still have yet to get anything resolved with them and this issue has been going on since 10/01/2014. I am unable to pay rent or other bills.

Desired Settlement: I want my funds to be released and all the late fees that I will have to pay to my apartments be given back.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. She mentions that NetSpend is holding her deposit due to money owed on past account.

We contacted Ms. ***** on October 10, 2014 to provide her with information concerning her direct deposit. We were unable to speak with her at the time. Ms. *****’s direct deposit has been returned to the originator on October 5th. As a result of not having the opportunity to speak with Ms. *****, we’ve sent her an e-mail with our contact information.

By utilizing her prepaid debit card, Ms. ***** agreed to our terms and conditions. Our terms state that if sufficient funds have not been added to the Card Account to cover the negative balance within sixty (60) days of its creation, we will have the right to cancel the Card Account and pursue collection, including the right to collect funds, equal to or less than the negative balance, from any other Card Accounts the cardholder may have with us.



"If you make a transaction that creates a negative balance in your Card Account, you agree that within thirty (30) days of its creation you will add sufficient funds to your Card Account to cover the negative balance so that your Card Account has a zero or positive balance, or that you will otherwise immediately pay such an amount to us in full upon demand. If after thirty (30) days you have not added sufficient funds to cover your negative balance, your Card Account will remain open to receive credits and loads, which will automatically be applied to your negative balance before they are available to you; however, you will not be able to make any transactions using your Card or Virtual Account until your Card Account has a positive balance, i.e., sufficient funds to cover the negative balance. If you have not added sufficient funds to your Card Account to cover the negative balance within sixty (60) days of its creation, we will have the right to cancel your Card Account and pursue collection, including the right to collect funds, equal to or less than the negative balance, from any other Card Account(s) you may have with us. In all instances described above, loads to your Card Account may be made via Direct Deposit or any of the other load methods described in this Agreement."




Netspend regrets the inconvenience that Ms. ***** went through in efforts to obtain her funds. We will look forward to speaking with her if she has additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Claim #: ******* Reference #: ********** On September 30th I had several unauthorized charges made to my account. At the time I found out I was out getting gas with the card. I called NetSpend because naturally I was unable to use my card because my account was emptied by the hacker. I asked NetSpend if I could be reimbursed overdraft fees and not be penalized if I overdraft my account to get gas because I did not have any other card on me. They said know and failed to let me know that my pin was reset twice. As a 5 year customer I think I should be refunded the $15 overdraft fee as well as not have the overdraft that occurred on my account be held against me because I would have had money in my account if it weren't for hackers. Had my account been with a reputable financial institution I would have no problem being offered this courtesy.

Desired Settlement: I would like to have my overdraft fee of $15 refunded and I do not want the overdraft counted against me.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. She states that unauthorized charges on her account caused her to go into overdraft. She’s requesting the overdraft fee to be refunded.

We contacted Ms. ******* on October 10, 2014 concerning the overdraft fee. Ms. ******* incurred the overdraft fee because her funds were depleted by the alleged unauthorized transaction. Ms. ******* received a reimbursement for her dispute claim on October 3rd and all fees associated with the transaction were refunded as well.

We regret that Ms. ******* experienced unauthorized transactions taking place on her account. Should she have any further questions, she can call toll free at ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted a dispute and all required documents on September 22nd 2014 for an unauthorized charge on my account I was told it would take up to 10 business days to get a refund, I took all the necessary steps to resolve this on my own but the contact information was bbb void for the vendor. Today Oct 3, days 10 they stated they received the documents for the dispute September 30th which is 8 days after I sent them in and received confirmation they recieved them. Now I am being told that it will take up to 2 months to get my money back! My electricity has been off for days with 3 small children because the money taken was supposed to pay that bill. Who can wait 2 months?? That is an unacceptable amount of time for anyone! The account for the collection isn't in my name it's under another person's name

Desired Settlement: I just need my money back in my account that is all! Please help me

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. She states that customer service told her that she would receive a refund in 10 business days after her dispute claim was initiated on September 22, 2014.

On September 22, 2014 Ms. ****** called to initiate a dispute against a merchant by the name of Payment Management in the amount of $178.23. Our customer service informed her we would update the claim within ten business days, October 6. On that day we issued a provisional credit for the full amount to the account. The dispute claim against the merchant has a final date of November 21st. As long as the claim decision is in her favor, no further action will be required. We’ve provided this update to Ms. ****** via e-mail and phone.

We understand the dispute process can be time consuming, and appreciate Ms. ******’s patience while we attempt to recover her funds from the merchant. Should she have any further questions, she can call the toll free number ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 2 @ 11:50pm, my account was charged an IVR balance inquiry fee of $0.50. I called customer service to dispute the transaction and was told that there's nothing they could do to reverse that IVR charge. I explained to the rep that I absolutely did not make a telephone inquiry especially at that time. The rep refused to credit my account. I'm asking to get this issue resolved. Thank you

Desired Settlement: Request to have the IVR balance inquiry fee reverse.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. The desired resolution is to have a balance check fee reversed.

The $0.50 balance check fee originally occurred on July 27, 2014. The fee could not be collected at that time because the account balance was $0.13. The balance check fee remained pending on ****** ********’s account until funds were deposited October 2nd. As a courtesy, we’ve credited the fee to the account. We’ve sent an e-mail to ****** ******** explaining why the fee was collected at a later date, as well as providing free options to check their account balance.

We regret any inconvenience ****** ******** experienced while in attempt to understand why the fee occurred. We’ve provided our contact information via the e-mail that we have on file should there be any further questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NETSPEND INFORMED ME THAT THEY WERE REPLACING MY CARDS AND MAILED THEM ON 9/13/14 AND AS OF 10/02/14 THEY STILL HAD NOT ARRIVED EVEN THOUGH I HAVE BEEN CALLING FOR THE LAST 5 DAYS IN A ROW (NETSPEND CUSTOMER SERVICE) THEY STILL HAVE NOT ORDERED THE REPLACEMENT CARDS AS THE FIRST REP HAD TOLD ME THAT IF THEY DO NOT COME THE NEXT DAY CALL THEM BACK AND THEY WILL SEND THEM OUT 1-2 DAY PRIORITY SO THAT I WOULD NOT BE WITH OUT MY CAQRDS (2). I DID RECIEVE A LETTER FROM NETSPEND STATING THAT THE CURRENT CARDS I HAVE WOULD BE SHUT OFF ON OCT 4TH. LEAVING ME NO ACCESS TO MY MONEY ON THE DAY OF MY DIRECT DEPOSIT AND TOO LATE TO STOP IT. EACH DAY I CALL I GET ALL LINES ARE BUSY AND WE WILL CALL YOU BACK WHEN ITS YOUR TURN (USUALLY AROUND 2 HOURS LATER WHICH I CAN NOT RECIEVE PERSONAL CALLS AT WORK AND I GET THE SAME ANSWER CALL BACK AGAIN TOMMORROW AND .WE (NETSPEND) WILL SEE WHAT IS HAPPENING THEN THUS WASTING MY TIME ON SOMETHING THAT IS OBVIOUSLY NOT COMING LET ALONE INTERUPTING MY WORK NUMEROUS TIMES FOR NO LOGICAL REASON. I ORDERED A REPLACEMENT CARD TODAY MYSELF AT A COST OF $4.95 FOR ONE CARD AFTER FILING THE CARDS AS LOST MYSELF NO YOUR WEBSITE. NO HELP FOR CUSTOMER SERVICE. I DID NOT ASK FOR THEM TO BE REPLACED YOU DID THAT ON YOUR OWN. STATING SOME POLICY (PLEASE SEND POLICY IN WRITING) EVEN THOUGH THE CARDS NOT EXPIRE FOR A YEAR. CUSTOMER SERVICE ON THIS SITUATION STINKS AND PANICS PEOPLE FOR NO REASON. IT IS ALSO OBVIOUS THAT THE PO BOX NUMBER IS RIGHT AS I GOT THE LETTERS SAYING YOU (NETSPEND) WERE REPLACING THE CARDS. I DONT UNDERSTAND YOUR CUSTOMER SERVICE POLICY. PLEASE EXPLAIN. I AM AN OFFICER MANAGER FOR A 5 MILLION DOLLAR A YEAR COMPANY AND ANY OF MY CUSTOMER SERVICE REPS WOULD TREAT ANY OF MY CUSTOMERS THAT WAY WOULD BE LOOKING FOR A NEW JOB IN THE UNEMPLOYMENT LINE YOU ARE MESSING WITH PEOPLES LIVES HERE. A COPY OF THIS EMAIL IS ALSO BEING SENT TO THEBETTER BUSINESS BUREAU

Desired Settlement: I WOULD LIKE AN APPOLIZE LETTER FOR THE IN CONVIENCE. BOTH CARDS REPLACED FREE OF CHARGE SINCE THIS WAS THE COMPANY REPLACING THE CARDS NOT ME AND COMPENSATION FOR THE APPROX 6 HOURS OF TIME ON THE PHONES WITH YOU CUSTOMER SERVICE REPS WITH NO RESOLUTION. I AM FIXING THE PROBLEM MYSELF

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Mr. ****** states that he has not received his replacement cards to his PO Box address. He mentions spending six hours on the phone with our customer service in attempt to receive a new prepaid debit card.

We ordered two replacement cards on September 13th and 14th. These cards were mailed by US Postal Service on the 15th and 16th of the same month. New prepaid debit cards were issued to Mr. ******’s account as a result of his existing prepaid debit card being used at Home Depot during the stores security breach between 4/1/2014 and 9/2/2014. We mailed a letter notifying Mr. ****** of the precautions that were taken in efforts to secure his account, in addition to tips on steps that can be taken to protect his account. On October 9th Mr. ****** informed us that he did receive the letters that were sent, but not the prepaid debit cards. We expedited two card orders via UPS to his physical address. We will provide him with the tracking numbers when they become available.

NetSpend regrets the inconvenience Mr. ****** experienced while waiting on his new cards. He has our contact information should he have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Well as long as I can remember, I have had card by NETSPEND one ending in card # ****. So recently, I found out that one of the bills that I have paid off and cancelled back in the spring of May has now started debiting my card for at least twice this month for $4.95 each. Once on September 19th, 2014 which I did not catch; and then on September 22, 2014 which I did catch. So I dealt directly with NetZero the online company for Internet service to restore my money that they have taken. So they returned the one on the 22nd that I saw right away. But then when I called about the one on the 19th they said it would take three day's, and I called them about the 19th debit on the 29th, at least that was when I discovered in my text that that was going on before. But the reason why I am reporting NETSPEND is because I wanted to purchase a new card to cancel the present card that keeps getting debitted by NetZero. Reason also for this problem is that the constant debit from my present card had prevented me from paying my current bills, which is why I have a NETSPEND card first of all. Here is the main reason why I am contacting you. When I tried to call NETSPEND about this and to now activate my newly purchased prepaid card, the 1st man said that it shows that I had an amount that I owed 1st for $58.00 from way back then, but I could not get any where with the first customer service guy to say that someone must be using my name in identity theft so I hung up, and before I hung up from him, I told him that I was going to contact the BBB, Better Business Bureau on them. Then when I called back the Second guy told me no I do not see any outstanding amounts that you owe from the past. and Yes I will now activate your new card, but instead I waited for him to return back to the phone, but instead the phone took me back to the call prompts and I lost that customer service rep. So then I called back a third time all in the same day. Now this guy is telling me that he saw that I owe $50.00 from the past. This was not the same amount from the 1st person. I really need clarity. And I have had credit card account ending in **** for as long as I can remember. I did not mention the card that I purchased because the third guy said that I must wait four (4) hours to speak to the Federal Trade Commission, that will be 7:00 pm my time tonight. And that card can't be activated until I first speak to them. I also am an Avon sales lady, hence I use my **** card often, and if I ever had an amount that I owed from the past I think I would have heard about it long time ago. Not because I am trying to activate another prepaid credit card. Please help!

Desired Settlement: I want NETSPEND to fix their RECORDS, so that I will not be held in obligation for something that I really do not owe. $58.00 or $50.00 I like their service, and I just want my new card activated so that I can put away the old one so that I can stop being charged on my credit card ending in ****.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ****. She mentions purchasing a new prepaid debit card as a result of her old card being abused by a merchant without her knowledge. The new card was blocked due to another account that was left with a negative balance.

We contacted Ms. **** on October 9, 2014 about her NetSpend accounts, and assisted her with resolving her concerns. We gave her information about the past account that had a negative balance of $53.58 since March 22, 2011. We gave her the name, telephone number, and the amount collected by the merchant causing negative balance on the card ending in *****.

NetSpend regrets the difficulty Ms. **** experienced while she tried to replace her card. A courtesy credit was issued to amend the negative balance. We have sent her an email with our contact information should she have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My credit card was double charged after I paid cash to the hotel and when I contacted my bank they closed out that card and sent a new one. they have now blocked my on line access to see my charges and when I call to get the status of my dispute and let them know I have faxed my documentation they still won't give me any information to my acct. They keep saying they will send me a email and that a supervisor will call me. this is on going and has been since 9-16-2014 and its for 1407.98

Desired Settlement: I am waiting for my refund back to my new acct. this is horrible service for a pre paid co. to have to hassle for my own money that is due to me

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ********. She mentions being double charged after she paid cash at a hotel.

Ms. ******** disputed a charge from Holiday Inn in the amount of $1407.98 on September 18, 2014. We updated her claim on October 2nd, explaining that no documents had been received. A provisional credit was not issued for the claim as a result. We notated the account, and mailed her a letter asking her to send any documents related to her dispute claim.

We called Ms. ******** on October 8th and updated her on the dispute claim. The documents she sent to us on October 7th did not show she paid the merchant in cash or by any other means. She is currently attempting to obtain copies of her cash payment receipts to the Holiday Inn.

NetSpend Understands the dispute process can be time consuming. We appreciate Ms. ********’s patience as we attempt to retrieve her money from Holiday Inn. She has our contact information should she have any additional questions.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PLACED $500 ONTO A NETSPEND CARD AND WENT ONLINE TO ACTIVATE IT. I WAS UNSUCCESSFUL AND HAD TO CALL CUSTOMER SERVICE. ONCE ON THE LINE I EXPLAINED THE SITUATION TO A CSR AND SHE SAID SHE COULD NOT HELP AND HUNG UP. I CALLED BACK 4 MORE TIMES WITH THE SAME RESULT. ON TRY # 5 I WAS INFORMED THAT I WOULD NEED TO FAX OVER A COPY OF MY SS CARD AND DRIVER LICENSE(WHICH I BELIEVE IS HIGHLY UNSECURE) AND IT WOULD TAKE 24-36 HOURS TO ACTIVATE ONCE THEY RECEIVED IT.

Desired Settlement: I WANT THIS RESOLVED AND A FORMAL APOLOGY. WITH A REFUND!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. He mentions difficulty activating his card and being asked to send in documents to verify identity.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

Mr. ****** used the website www.netspend.com to initially activate his card. He entered his business name instead of his actual name for his account profile. The system could not verify the information provided, which resulted in the system prompting him to contact customer service. On October 2, 2014, customer service obtained Mr. ******’s correct information, and was able to activate his account.

We apologize for the length of time it took for Mr. ****** to get his account approved for use. As a courtesy we refunded his card fees. He has our contact information should he have any additional questions.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My card expired as of September 2014 and it is now October 2nd 2014 I have not recieved a replacement card. I called and was told I would have to wait 7 to 10 business days for a new one. Meanwhile, my funds are unaccessible to me. It would have been nice to have my card mailed to me sooner as I feel I am being penalized for their mistake. I asked and was told by the supervisior **** #******* that they could not expedite the card and that I would have to wait.

Desired Settlement: It would have been nice to have my card sent to me quicker than 7 to 10 business days.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********** *******. She has an expired card and wants the replacement to come quicker than 7 – 10 business days.

Ms. *******’ original card expired at the end of September 2014. She ordered a replacement on October 2nd. We have previously mailed her a Netspend Premier card that was never activated, and can be used while she waits for her replacement card to arrive. As a courtesy to our long time customer, we’ve expedited a card order that will arrive no later than October 13th.

We regret the inconvenience that Ms. ******* faced while waiting for her prepaid debit card to arrive. We’ve left her messages with our contact information should she have further questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: this complaint is about the non-since of urgency and lack of professionalism displayed by this company. I have my paycheck and V.A. disability checks direct deposited into this company's banking system and they reported that someone said my bank card was lost or stolen and they shut it off and said they were going to mail me another one without telling me now I don't have access to any of my funds of which they have it all. they said finally it would be nearly two weeks before I received a replacement debit card. I tried to convey to them that I cannot live without my paychecks for two weeks. I can't seem to find anyone there to understand the seriousness of the situation. No gas, food, or bills being paid for and bill paid for this time period. I simply cannot get to my own money and want a resolution sooner than later. ***** *******

Desired Settlement: immediate access to my money is all I desire.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mr. ******* is requesting us to provide him with access to his funds as a result of Netspend blocking his card after it was reported lost.

Mr. ******* called on September 25, 2014 to order a replacement card after his card was reported lost. We advised him with the timeframe of 7-10 business days for standard delivery regarding card orders. The replacement card was activated on October 2nd. We contacted him on October 8th, and he informed us that his issue was resolved.

NetSpend regrets the inconvenience Mr. ******* experienced while waiting on his replacement card. If he has any further questions he can contact us toll free at ###-###-####.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been out of work for several months and recently found a job outside of *******, I made a reservation online with a Car Rental company named Payless car rental after researching all over the internet for a company that accepts prepaid debit cards. This company states that it accepts prepaid debit cards and does cash rentals. The company charged my card for the rental funds and upon arriving in ******* airport and presenting this Netspend debit card the representative refused to accept it even though they had taken out the money. I presented another card with my brother but they required the vehicle to be rented with the card that was charged. I asked for a refund at the time of the failed transaction and was informed that I must contact the main office. I contacted Netspend and they initially refunded my money but a day later again withdrew the funds and paid the rental car company even though I informed them that the vehicle was never rented.

Desired Settlement: 149.50

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. He mentions his card being charged by the merchant Payless Car Rental after his transaction was declined. He’s requesting to be reimbursed for that charge.

On September 21, 2014 Mr. ****** attempted to initiate a transaction in the amount of $149.40 with Paylesscar.com. The funds were pending for the merchant to collect the next day, but when Mr. ****** showed up to the location to make his payment with his NetSpend card, the merchant informed him that his method of payment could not be accepted. The same day, our customer service released the pending funds back to Mr. ******’ card; but the release of funds does not void the original charge from the merchant unless the merchant voids the original transaction. As a result of that not taking place, Payless Car Rental collected the pended amount on September 23rd.

We initiated a dispute claim against Paylesscar.com. The claim will be finalized by November 10th. If the dispute claim decision is in Mr. ******’ favor, we can return the funds on the next business day, November 11th. The fastest way for Mr. ****** to get his money, would be for the merchant to refund his card. We are working with him to accomplish this resolution.

NetSpend understands the dispute process can be time consuming, and we appreciate Mr. ******’ patience while we work towards a resolution for him. If he has any further questions, he can contact us at the number and email we provided him with.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

10/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been trying to activate my pre-paid card for a year. I have sent & re-sent my documentation and they keep asking for more. I sent my passport, my social security card, and a piece of mail. Now they're trying to blame me saying my mail is to old, but they have taken a year to process the application! I have a card I can't use. I spoke to ****** on 10/9/2014 and told him I am starting to feel it's a scam. What more could someone need than my passport & social security card. I requested that ****** send me a confirmation letter that my account had been closed AND that my documents had been destroyed because this is extremely bizarre. I opened another pre-paid card with identical documentation. He refused to send me either one. He also refused to transfer me to a manager.

Desired Settlement: I want a letter saying my account has been closed and all my data destroyed. I am terrified my identity is being stolen. They guy on the phone had a thick accent and called himself ******. NO WAY is that his name.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. She states that she has been trying to activate her card for a year with no success.

On January 24, 2014 the information Ms. ****** provided to activate her card could not be verified. We had the opportunity to speak with Ms. ****** on October 15th to explain to her why the documents she provided in January were not sufficient to validate her account. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

We’ve sent Ms. ****** an account closure letter, and confirmed with her that she is opted out of sharing her personal information with non-affiliates or third parties for marketing purposes. Should she have any further questions, she can contact us toll free at contact information we provided by telephone and email. .


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: I want it noted that the gentleman who called me tried to say I only sent in my social security card. I sent him proof that they had my passport, social security card, and a piece of mail (bill). He finally admitted that yes they had it. The point is that he/Netspend wouldn't take responsibility and still won't. All they had to do was apologize and close the account as I asked. Instead, they tried to blame it on me. I'm attaching proof I sent them the required documents.

All I ask is that companies be honest. We're all human beings and we all make mistakes. The important thing is recognizing this happened and doing better next time instead of blaming the customer! It's not right!

Regards,

********* ******

10/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My 17 year old purchased a netspend card but being 17 years was unable to use the card. The representative stated that they could send a refund 20 days from now minus the financial fee. The financial fee comes from them to load the card. Their 800 number does not give an option for customer service without putting in personal information specifically social security numbers which I thought was illegal as well. I was then hung up on after 1 hour on hold. When I called back the directory would not allow me to get through to customer service without accepting their cardholder agreement without I was not accepting but had no choice to select before being placed through to customer service. As I type this I am on hold again. This company needs to be taken off the market.

Desired Settlement: refund as well as financial charge

Business Response: Wednesday, October 15th, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******-******.  She states that her son was unaware that he could not use the card and had a difficult experience getting through to our customer service.

****** ****** purchased and loaded his NetSpend card on October 2nd.  Unfortunately, the age disclaimer was not advised to him, and he was unable to activate his card.  All cardholders must be 18 or over to be approved for an account.

On October 9th, the account was requested to be closed and a refund check be sent to Mr. ******.   At that time, the customer service agent agreed to waive the refund check fee, but did not credit the fee for the actual card.

We spoke to Mrs. ****** and explained why the card was not able to be activated.  The fee for the card was returned and a new refund check was requested. 

We understand the frustration caused by this experience and we appreciate the opportunity to assist Mr. and Mrs. ****** with the account.   We are currently looking into options to help improve our automated system and the packaging of our cards to be more customer-friendly.

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** ******-******

10/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Someone illegally withdrew funds out of my checking account and it was approved by MetaBank c/o Netspend Banking without proper( customers' ) authorization.Each time we contacted Netspend ,we receive a recording to no avail. We have yet to receive any positive feedback on this financial matter while my expenses have lapsed with consequences.This is a matter of utmost importance to my entire family.This is our tenth time trying to resolve this dilemma to receive my personal funds reimbursed to my account.

Desired Settlement: To be compensated for my loss of funds and ability to pay my monthly expenses in a timely manner without severe consequences :Eviction from house, termination of all utilities, and loss of vehicle .

Business Response: To Whom It May Concern:
 
We received complaint # ******** filed with your office by ******* ******. Mr. ****** states that funds were taken from his account in a series of unauthorized transactions, and NetSpend has not helped him with his issue.
 
We regret to be informed about Mr. ******’s situation regarding his financial burden. Mr. ****** notified NetSpend on September 30, 2014 about the unauthorized charges that occurred on his account, and filed a dispute in attempt to recover his funds.
 
On October 8th, I spoke to Mr. ****** and provided the timeframe of provisional credit eligibility concerning his dispute claim. I’ve also advised him to send a Letter of Dispute, in addition to what should be included in the letter.
 
An update concerning Mr. ******’s dispute claim will be provided by the end of the business day on 10/15/14. Mr. ****** has our contact information should he have further questions or concerns.
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June 2014, I disputed charges on my Ace Elite Netspend prepaid card. I was a victim of fraud and my tax refund was deposited into this account and someone used my card of about $5150.00 dollars. On August 7th 2014, and after completing a detailed written request to dispute all the charges that were used unauthorized, I was given a credit to my Ace Elite Netspend prepaid account. I didn't use my money until September 5th, and after using my card for the 4th time in two days, it froze, i called and verified my identify and they removed the hold on my card. The next day i used it again and it froze again. I called into customer service, they wanted to verify my identity but this time wanted me to send in my California Drivers License, a copy of my social security card and a bill from my current address. I sent them all the three items they requested. I spoke to customer service again on September 7th, 8th, and 9th and they were giving me different answers as to when my money will be released and the hold taken off my card. I complied with them and sent them everything they requested. Yes, my address has changed since the last one on file with them but i can still get my mail there. Its my mothers home but they said after three days of complying with them and giving them the requested documents since i understand because my account was used unauthorized and the money on my card is a dispute amount of over 5000 dollars and i am glad that they are taking extra precautions but after sending them all these verifying documents they said they received them and they were accepted but now they were only going to be able to send a check to the address on file in 20 days... I am so frustrated, i have been waiting for this money since march 2014. The IRS deposited the refund check back in March 2014, in april i realized it was deposited and someone used my card and removed the cash. I then disputed the whole amount and after Netspend customer service dispute resolutions department reviewed everything they found that to be true and refunded me the whole dispute amount. Now after a months, i was only able to use about 900 until it permanently got locked and now my account is closed and customer service said they wouldnt send the check instead to me at the address on file because i have a new address but didnt update it yet but i still can get mail there. i was on the phone with customer service for Netspend from September 5th to September 9th and each time I was givin a different answer about what they wanted as verification and as to what the outcome was going to be. they kept saying tomorrow we will release the hold on my account so i can use my prepaid card again. i waited patiently and after 4 days I was told that they verification passed but that they werent going to let me use my card afterall and that a check would be send and then i called back the next day to make sure it couldnt be expidited and to talk to the dispute department and they said they couldnt send me to them because they only get hold of them through e mail. i spoke with a manager, a supervisor and serveral representatives and i couldnt understand their english too good. they had very bad customer service, and they didnt speak fluent english and they were rude and not concerned about my delema at all. Now customer service is saying they might have to send it back to the IRS. how could this be when the irs deposited the refund back in March 2014, and this amount now for the disputed amounts of about $5150 is not straight from the IRS, its the disputed amount that netspend refunded to my account for someone using my card fruadudently without my consent or knowledge.

Desired Settlement: Since they do not want to release the money to me after sending them the required documents to prove my identity they said they would send me the refund check to my address of *** * ***** ***** ** ***** but when i told them that wasnt my current mailing address but that i could still get my mail becuase its my moms address, they said no were not sending it after all. i would like whatever money i had left in that prepaid netspend account which was about 4000 to be refunded to me asap to my address of *** * ***** ***** ** ***** . I dont want anymore delays please expidite this and just have them send it to my address on file since the new address isnt in their system yet and i dont want anymore reasons not to send me the check. they cannot send it to the IRS because it will be delayed further and i dont want to go through this again.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. He mentions that his account was blocked several times, and he had to provide proof of identity to resolve the issue. He’s requesting his funds to be sent to his address.

Netspend is required by federal laws, specifically the Anti-Money Laundering and Bank Secrecy Acts, to collect verifiable form of ID from all of our cardholders. This includes, but is not limited to state or government ID, social security card, and proof of address such as a utility bill. Additionally, our system may periodically flag unusual activity that is not consistent with our cardholder’s spending habits. This block requires our cardholders to provide information that will validate their account. Upon validation, the block is removed, and further activity can take place on the account. This is to prevent fraudulent activity from proceeding, protecting both our cardholders and Netspend.

On September 6th our system blocked Mr. ******’ account, which required him to send in the aforementioned documents to verify his account. The documents that we received were not adequate to verify his account, and customer service notified him of the documents that were still needed. On September 9th, as a result of not having proper verification to validate the information on file, Mr. ******’ account was closed by our Risk Management Team. His remaining funds will be returned to the Internal Revenue Service. Once we receive confirmation that the funds have been received by the IRS, we will notate his account.

NetSpend regrets the inconvenience that Mr. ****** experienced concerning his dispute claim and account closure. We have contacted Mr. ****** and conveyed this information. He can contact us toll free at ###-###-####, if he has additional questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: The amount of my funds on this netspend prepaid card is not an IRS refund. This amount is a disputed amount of fraudulent activity on my account. I repeat this is not the IRS REfund so what are they talking about. That amount was from the IRS that was funded to this account was in March 2014 and that money was already used. This amount I am disputing today in this case is a disputed amount that I was credited by Netspend.  i understand the requirements regarding my netspend account and I followed all steps to prevent my money from going back to the IRS. I am in a bad financial situation where I really am in need of my IRS refund and I now I have to wait another who knows how long to receive my money. I was already a victim of identify fraud and I did submit all the required documents needed on September 6th. There wasn't another reason for them to not release my funds. I don't even know who to contact regarding the IRS and I cannot wait another week for my funds to be released to me. This is absolutely un called for since I did everything that they asked for. I was waiting for four days for my money to be released from the hold and they kept giving me the run around and to say on the fourth day that they weren't going to release the money and send back to the IRS when I alreay spoke to several representatives, a manager, a supervisor of the manager and they all said it would be released the next morning and that my documents were accepted on September 6th. I do not want my funds to go back to the IRS. I need the money to be released to me immediately. if it is not released to me this week and I have to go another week with delay of my own funds then I will contact the consumer Affairs Department for Netspend in Austin TX.  This was not the IRS Refund.!!!!!This was a disputed amount of $5150.00 for fraudulently using my money and they investigated the amount in my favor. This amount I am relating today with you is a disputed amount that of $5150.00 that was credited to my account in August 2014. Please stop them from sending this amount back to the IRS it is going to be another mess and I cannot wait no longer. I have followed all directions and submitted all documents to prove my identifty.

thank you


Regards,

********* ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ********* ******. He wants to stop the funds from going back to the IRS because he feels the funds are not an IRS refund. He says that he submitted all the documents to prove his identity.

Netspend received the tax refund to Mr. ******’ account on March 30th. He called on April 28 to dispute transactions that started two days after the tax refund was placed on the account. There were no other deposited funds during that dispute period. The dispute payout is for those funds receive in the tax refund.

The documentation sent by Mr. ****** was unacceptable to verify his identity. The remaining balance on the account in his name, are being returned to the Internal Revenue Service. He will have will have to contact them concerning his tax refund. The account will be notated when we receive confirmation that the funds have been delivered to the IRS. He can contact us toll free at ###-###-####, if he has additional questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: i submitted correct and sufficient documentation to netspend to verify my identity and this is why i am upset becuase when i submitted required docs they said it was good and that my money would be released from the hold which i had waited for over a weekend and they never told me it was not good enough to prove my identity. i can forward you a copy of the documents that were sent if needed.please just mail a check to the address on file and i can cash it at my bank where i have had an account for over five years plus on october7th i contacted netspend again myself to see if can resolve it myself  and get a be5er answer and  they said that they were going to send me a check within 20 days to the address that they had on file which is *** * ***** ***
****** ** *****. but i am just double checking on that since the customer service agents keep give a different answer.
Regards,

********* ******

10/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to activate a card purchased by this company for 4 months now. I've had several accounts with them in the past (2) of which had a negative balance of $2 dollars and some change and another under $1 dollar. We agreed that they could use the balance from the current card I was trying to activate or one of my other card which definitely had enough to cover the small balance on the old cards. They informed me to call back in 24 hours I did and they sent me through the same entire process again, at least 20 times, no exaggeration. I spoke with a supervisor who informed me they would be contacting me within 4 hours after it was fixed and I never received a call. I call again weeks later and they're sending me through the same process again. They've had me send them multiple identification documents and then I hear nothing for them and the issue continues to go unresolved.

Desired Settlement: Transfer the funds from one of my two accounts with a positive balance on them to pay off the old accounts negative balances and close those old accounts. As well as, activate the new card in which I've been trying to have done for MONTHS!

Business Response: Tuesday, October 14th, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****.  He states that he was unable to activate his new card due to a previous balance owed to NetSpend.

On July 23rd, Mr. ***** opened a new NetSpend account.  Due to a previous negative balance he had on an older account, his new card was unable to be activated.

Mr. ***** was advised in error to send in documents to verify his identity to remove the block.  We received the documentation, but the negative balance was not recovered.  We are in the process of addressing the agents he spoke with, as this misinformation should not have been requested.

After review, the negative balance will not need to be recovered and his new card can now be activated.  We left a voicemail for Mr. ***** to contact us for any other inquires.

We understand this has been an inconvenience and we will continue to educate our staff to be more careful, attentive and service oriented when handling our customer‘s concerns.

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: MONEY PAID TO MY MOTHER (BY DIRECT DEPOSIT), BEFORE SHE DIED, IS BEING HELD FOR 120 DAYS, BY NETSPEND, INC. THEY ARE CLAIMING IT FALLS UNDER FEDERAL 'RECLAMATION' LAWS. HOWEVER, THOSE LAWS ONLY APPLY TO MONEY PAID after THE DATE OF DEATH. I AM BEING TOLD I HAVE TO WAIT 120 DAYS TO CLAIM THE SOCIAL SECURITY BENEFITS MY MOM WAS PAID FOR THE MONTH OF JULY (RECEIVED AUG. 22). MY MOTHER DIED ON SEPT 12, 2014. SO THE MONEY PAID IN AUGUST SHOULD NOT BE HELD FOR RECLAMATION, IN FACT, SHE ALREADY USED MOST OF THE MONEY FROM THAT PREVIOUS DEPOSIT WITH NO ISSUES AT ALL. THERE SEEMS TO BE A PROBLEM WITH CUSTOMER SERVICE REPS NOT KNOWING WHAT TO DO. I HAVE BEEN ON THIS CALL FOR NEARLY TWO HOURS. I HAVE BEEN HOLDING WITH A SUPERVISOR FOR OVER AN HOUR BECAUSE SHE IS "TRYING TO REACH CORPORATE OFFICE". THE CORPORATE OFFICE CLOSED 50 MINUTES AGO. THIS SAME SUPERVISOR JUST TOLD ME SHE DOES NOT KNOW THE RECLAIMATION LAWS. I WILL ATTEMPT TO CONTACT NETSPEND CORPORATE OFFICE TOMORROW, OCT 2ND.

Desired Settlement: I WANT THE REMAINDER OF MY MOTHER'S SOCIAL SECURITY BENEFITS TO BE RELEASE TO ME IMMEDIATELY. I HAVE ALREADY PROVIDED DEATH CERTIFICATE AND STATE AFFADAVIT PROVING THAT I AM THE 'REPRESENTATIVE PAYEE' FOR MY MOTHER'S ACCOUNT. BY HOLDING THAT MONEY NETSPEND IS ACTUALLY BREAKING THE LAW.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ***. Ms. *** is requesting the funds on her mother’s account to be released to her.

We offer our condolences concerning the passing of Ms. ***’s mother. We’ve had the opportunity to explain to Ms. *** how our process works when these unfortunate circumstances take place. The SSA Office (Social Security Administration) notifies us when our cardholder’s are deceased. Upon receiving these notifications, Netspend must comply with the Code of Federal Regulations. As a result, our system automatically places a hold on the account for 120 days, or until reclamation (request to return funds) has been received by the Federal Government.

We have received the required documents from Ms. *** that designate her as the Executor of the Estate. Once we receive the release from the Federal Government, we will be able to issue a return of funds check to her. Ms. *** has our contact information should she have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because:


Thursday, October 8, I got a phone call from someone called ******** ********. She informed me that she looked into my account and admitted that someone at Netspend made a mistake by holding the money they had held back from my deceased mother's Netspend account.

She apologized and informed me that they have indeed released the remaining funds and I should receive them in 7 -14 days.

It took 11 phone calls, 2 supervisors, 1 manager, and a complaint to the Better Business Bureau (over a 3 week period) to get this matter resolved -- all because no one within Netspend could be bothered to go out of their way to properly investigate my claims that Netspend's action was in error.

Thank you to the Better Business Bureau. I think I'd still be fighting with Netspend had I not filed a complaint with you.

Regards,

****** ***

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A merchant in error charged 447.61 on my debit card .. I quickly called *********** and was given a ref # of *********** and transaction # ****** and was told to have the merchant fax in a written letter with a letter head stating that the amt was in error and canceled... and to include the date of transaction the amt name of manager and the store # ... all was faxed twice... Soon after Netspend receieved the fax .. I was emailed a response saying my documents would not be acceptable... I later called Netspend to inform the that everything was done the way the asked me in order to get me my money back... Netpend is stating now that they can not accept a written fax from the merchant and has stated they need addtional paperwork in order for me to get my refund of 447.61.. This has caused a Big inconveince in my household... my cell phone is about to be disconnected and I can't buy any food for my household and i'm running low on gas and may have to call in to work because I only have $4.00 on my card and Netpend told me it will be 24hours and they would refund my money back to my card.. I have made several calls ...One customer service rep even said I can call the merchant on a 3 way call and I also did that and they still have denied me my money...

Desired Settlement: I need my 447.61 put back on my card ASAP and I need them to close my account and refund me back every fee that they have charged me since i've been a customer... I hope noone ever have to deal with this company again.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. She mentions speaking with our customer service about a transaction in error that took place on her account. She’s requesting us to refund her account as soon as possible.

On September 27, 2014, *** * ****** ****** charged Ms. ********’s card $447.61. She contacted us the same day to report the mistake by the merchant. We informed her that the pending transaction would automatically release in three days if the merchant did not collect the funds from the pending transaction. The other option was to have the merchant fax a typed letter on company letterhead that would explain why the charge should be released.
On October 6, 2014 I spoke with Ms. ******** and advised her that we did receive the letter sent by the merchant, but it was not typed on company letterhead. After 3 days, Ms. ********’s funds were released back to her account.
We regret the inconvenience Ms. ******** experienced while waiting for the pending charge to be released to her account. She has our contact information should she have any additional questions.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My debit card was cancelled without my authorization or request. Since it is cancelled I am unable to access my funds or pay any bills using the card. I cannot do anything. I called Netspend this morning @ around 830amPST and was advised by the rep that the card was cancelled due to suspected fraudulent activities on 9/13/14. I didn't realize it because I haven't used my card since that date. I asked if he could reactivate the card so that I could use. He told me no but he could send another card. I told him that I didn't want a new card but I had one in my possession that needed to be activated. He activated the card for me. I asked if he could transfer funds from now cancelled card account to newly activated card account. He told me that the transfer limit is $250.00. I advised that I wanted all of my funds transferred, not just $250 of it. Especially since I now have no access to that account, because remember they cancelled it. The agent said that he had to get approval from another department and instructed me to call back in a hour to confirm the transaction. I called back and requested a call back. No one called me. I called in again and was told by the next agent that the systems were down and to call back. I explained my issue to her and she transferred me back into the automated system without a second thought. I've been a cardholder since 2009, my card was cancelled without my consent, I am unable to access my account, and the rep didn't even offer me additional assistance and she didn't express empathy either. I am not getting anywhere with Netspend, I have bills to pay, and I need access to my funds as soon as possible but nobody is following up at all.

Desired Settlement: I want my funds transferred from a cc ending in **** to cc ending in **** immediately. I would also like for any fees associated with this mess waived. I would also like a phone call once it has been completed.

Business Response: To Whom It May Concern:

We received a complaint # ******** filed with your office by ****** ********. She mentions her card was cancelled without her authorization or request. She did not have access to her funds.

On September 13, 2014 Ms. ******** used her card at ATM’s more than six times in a 24 hour period. As a protection to our cardholders NetSpend automatically blocks a card after it is used at an ATM that many times.

When she called on September 25th the agent informed her of the block. She requested to transfer to another account in her name. She answered the additional security questions and all of her funds were transferred later that afternoon.

We regret the inconvenience that Ms. ******** experienced while attempting to access her funds. If she has any further questions, she has my contact information.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer service is giving out information that contradicts what is posted on the website. I received a response to a question I sent via email that is wrong information. I spoke to a man named, ***** *****, who allegedly is a supervisor there. I forwarded information to him that was originally sent to me by customer service. He never responded or attempted to fix my problem. Which resulted in my account being charged $2.50

Desired Settlement: I would like my $2.50 returned to my account. I would also like it, if their customer service dept. was better prepared to provide correct information.

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* *****. He wants to have the $2.50 fee credited to his account because he received incorrect information when he emailed customer service online about his Skylight Paycard.

Netspend apologizes for the misinformation he received when emailing our Customer Service through the online website, www.skylightpaycard.com, concerning the fees on the Paycard. He called the next day and the agent gave him the correct information and explained about the fee structure for his card.

We regret the confusion created when Mr. ***** received the wrong information about the fees on his Paycard. As a courtesy we have refunded the normal $2.50 fee for using the ATM. He has our contact information should he have any additional question.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was put on hold by a customer support agent Supervisor for 40 mins and when i called on another line the office was closed as if the lady put me on hold and clocked out and went home

Desired Settlement: I was calling about an issues with transferring money and I was told so many different things everytime I called and today after the 10th call I was told what was told the first time i called couldn't be done. I only received poor services

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. He mentioned calling ten times to reach customer service and getting the same message he got the first time he called about the PayPal transfers.

Netspend allows transfers from a Papal account to the NetSpend Prepaid PayPal MasterCard as long as the account meets the basic eligibility requirements. The account must be an approved general purpose or PayPal prepaid card. The personalized card must be activated. The names on the PayPal account and the NetSpend card / account must match.

We informed him of the requirements when he contacted the call center. When he gets a PayPal account name that matches the NetSpend Prepaid card / account, we will be able to complete the transfer. He can contact us toll free at ###-###-####, if he has additional questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I never received a card and now there is a problem with my account and won't let me into my account and I still have money on the temporary card I can not use now. I was told to take a pic of an identification document and send it to them and they would resolve the problem. It's been 2 days since I've talked to customer service and they did not resolve the problem. And when I call back its always busy and its hard to talk to a customer service agent. They are not doing their job and I'm getting really angery that I still have money on the card and can't use it and I can't access my account.

Desired Settlement: My account is frozen and I can't use my temporary card that still has money on it. I want the rest of that money on the card returned to me in cash. I'm done playing games with you people.

Business Response: To Whom It May Concern:

We received a complaint # ******** filed with your office by ******* *****. He never received his personalized card and now there is a problem accessing the account.

On August 20, 2014 Mr. ***** called to activate his temporary NetSpend card. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

The information he provided us could not be systematically verified. His account was conditionally approved so he had access to his funds pending the receipt of documents to validate identity. The conditional period was for 30 days. The personalized card will ship after the account is approved. No documents were received so the account blocked on September 20th.

We received acceptable documents on September 26. We approved his account and lifted the block. He gained access to his funds by using the temporary card. His personalized card shipped by US Postal Service on September 29th.

We regret the inconvenience that Mr. ***** experienced with the card activation and receipt of his personalized card. When we spoke with him on October 2nd, he informed us his issue was resolved. He has our contact information should he have additional questions.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a dispute with this company back in June about unauthorized charges on my account from my wallet being stolen that had all my personal information in there such as my ID and social security card and someone used all my money and I told them that completely. They denied my claim on regards saying I called in and stated that I had my card in my possession. That wasn't me who called them and if someone stole all my information they could of easily called and pretended to be me and verified all my information because they had it in my wallet. I demand they reopen my dispute and issue me my money immediately. They violated Federal Laws saying it was me who called in and that I had my card in my possession and they don't have any proof of that besides someone calling pretending to be me. I have filed a complaint with the Consumer Protection Financial Bureau and the FDIC Stygian Net spend and Meta-Bank and if this matter is not resolved immediately I will file a lawsuit in the courts. I have been a victim of fraud and I need my funds back I can't help my wallet was stolen with all my personal information. i have rights of the Regulation E and they have violated them by not investigating my claim properly and going off some phone calls when I clearly stated all my info was compromised including my social security card and ID.

Desired Settlement: I would like all my funds credited back to me in the form of a check and overnighted to the address on file or there will legal consequences and arbitration

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** is requesting his dispute claim amount that took place in June, to be refunded to him.

This BBB complaint is a restatement of BBB case # ********. Netspend has re-reviewed Mr. ******’s information with our Disputes Team, and the decision remains the same.

We regret the inconvenience that Mr. ****** has gone through in efforts to obtain his funds. If Mr. ****** would like to further pursue the culprit that was involved with his account compromise, we urge him to contact his local law enforcement for additional assistance.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because: this company denied my dispute illegally and I told them my identity got stolen in April and this is a result of that and I demand they issue my funds before any other legal action is taken

Regards,

****** ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. He rejects the response because he feels it is illegal and he said his identity was stolen.

Our response has not changed. Based on the facts of our investigation, done in accordance with the Federal Regulation E, we did not find that an error has occurred. Therefore, no funds will be credited to Mr. ******’s account.

We regret the inconvenience that Mr. ****** has gone through in efforts to obtain his funds. We encourage him to report any identity theft to the Federal Trade Commission, (FTC) at www.ftc.gov/idtheft or 1-877-ID-THEFT (###-###-####).


Regards,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: So today on date 10/2/2014 that my account is closed there never tells me why my account is closed for. Dispute some claims from my account never get no refund from them. I had my account for like 2 or 3 years never had a problem with it. I have some statement about my claims that never get any refund for it. The name company name is: **** and Amount is 313.36 Date is: 08/20/13 this company name is *** ******* ******** .The amount is 145.89 and the Date is 4/28/2014 But already send my statement to Net Spend Corporation now my account is closed like what the hell.

Desired Settlement: I want my refund back for them dispute claims that is all.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *********. He is requesting a refund for the full amount disputed in his dispute claim.

Mr. ********* has seven separate dispute claims filed since September 1, 2014. Four dispute claims have been paid out to his account. On October 2nd we closed his account, and started the process of sending a check for the remaining funds. We mailed him a notification letter explaining that a Return of Funds check will be mailed to him on October 10th. The other three dispute claims will be updated on October 14th & 15th. If the settlement of these claims results in a reimbursement of funds, we will issue Mr. ********* an additional refund check.

The transactions with **** from 2013 and *** ******* ******** from April 28, 2014 are beyond the disputable timeframe of 110 days. We are unable to pursue any further actions with these transactions.

NetSpend regrets the multiple issues Mr. ********* has experienced concerning the funds on his account. He has our contact information should he have additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau: I get a message saying send a statement so did that and claims never get my money for it.


I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

**** *********

10/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about 9/2/2014, I cashed my sons ssi check since I am his caretaker and payee, and received 300.00 cash and the rest was which was 288.00 was loaded onto a netspend card. The money is my sons ssi money that I desperatley need for his care. The funds were supposed to be available that day. When I called netspend to activate the card I was transferred to customer service. I was told by them that I owed 68.00 from a previous card which I never owned. I was then told that in 4 hours my funds would be available and to this day I have not been able to access the funds that were loaded on the card. I have made several attemps to resolve this with them and it still isn't resolved. If supposedly I owe 68.00 then why are they holding the 220.00 or so that shouldnt be held?

Desired Settlement: I want the full amout of money that I loaded to the card asap

Business Response: Monday, October 13th, 2014

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******.  She states that she was unable to access the funds loaded on to her card due to a previous balance owed to us.

On March 9th, a card in *******’s name was activated, but funds were never added to the account.   There was a transaction that occurred on April 1st which caused the account to go negative, but this balance has not been recovered since then.

On October 1st, a new account was created for Ms. ******* and loaded at ***** * **.  Due to the negative balance on her previous account, her card was unable to be activated.  

Since the old account was associated with a different bank, the negative balance will not need to be recovered.  We have removed the block from her account and she can now activate her card.

We tried contacting Ms. ******* regarding her account status, but unfortunately, her voicemail has not been set up yet.  We sent an email with our contact information and we look forward to assisting her in the future.

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******

10/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been receiving my money from my employer direct deposit to netspend corporation for many years now. All of a sudden out of nowhere my account through the netspend corporation has been blocked. i cant access my account. I called the netspend corporation to resolve this matter. I have given netspend the documentation that they asked for which is my marriage certificate. I called the netspend corporation to let them know i have faxed over the documentation that they needed. They the netspend corporation says they have received your documentation and we will unblock your funds in 24 hours. I have waited for more that 24 hours and they still have not released my funds. My place of employment has spoken with the netspend corporation and the netspend corporation is giving my employer difficulties with the release of my funds. I have been waiting for my funds from my employer since September 22, 2014. Please help. Thank you.

Desired Settlement: I want my money back all of what is owed to me. All of what belongs to me.

Business Response: To Whom It May Concern:

We received a complaint # ******** filed with your office by ****** ********-*****. She mentions her direct deposit has been coming to the NetSpend card for years and recently we requested additional document to verify ID.

On September 23, 2014 our Risk Department requested additional identifying documents from Ms. ********-*****. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for your name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

We regret the inconvenience that Ms. ********-***** experienced while attempting to access her funds. We informed her on September 25th that the block had been removed and she could use the funds. She has our contact information if she has any other questions.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

10/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have an account with Netspend. On friday September 26, 2014 I called to do a transfer of funds from my account to a debit card that I had went to purchase out of the store due to me losing my permanent debit card the day prior. Once requesting the transfer the customer service rep transferred my funds to an unknown location. Apologized and corrected error. However, once this transaction was completed, the company denied me access to my own funds due to their own error and would not own up to it. They would not pull the call to see the rep did not follow the correct procedure and I have been dealing with this since then. I have since not been able to put gas in my car, pay certain bills or anything. They are not trying to recompensate me for anything and due to not having my own money, I have missed work etc., all because of their own error.

Desired Settlement: I wish to be compensated for the inconvenience of not being able to spend my own money, the loss of wages, and late fees accessed due to not being able to receive my own money due their error.

Business Response: To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** ******-******. She is stating that she experienced a series of misinformation which left her inaccessible to her funds.
 
We apologize for the inconvenience Ms. ******-****** experienced in trying to resolve this matter. 
 
I have reached out to Ms. ******-****** via email to go over her concerns and to see how I could help with the situation. After exchanging emails, we were able to address her concerns.  Ms. ******-****** was thankful for the help and service.
 
At this time she has full account access and my direct contact information.
 
Thank you,

****** ******
Customer Response Team Analyst
NetSpend Corporation

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******-******

10/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 08/29/2014, I purchased a Netspend pre-paid debit card & loaded money to the card. Customer Service explained that they could not activate the card. There were (2) other cards open attached with my Social Security #. Since these are not my cards, I am a victim of Identity Theft. I immediately filed a Complaint w/ the FTC & filed a Police Report to open up an investigation. All reports confirming that my Social was stolen were provided to them via fax on 09/08/2014. I was told on 08/29 that the money I loaded onto the card that I could not use would be mailed to me within 20 business days. I still have not received it as of 09/25/2014. When I called today, Customer Service explained that someone had put a notation in the system that my account did not qualify for a refund., but it has been corrected as of today 09/25/2014. Then they explained it is going to take another 20 business days before I can receive my refund! I am the victim here & should not have to wait 2 months to get the money back that is rightfully mine. I requested for it to be expedited, but I was told this is not allowed & could not be helped further. This is extremely upsetting & caused a financial burden. This practice should not be allowed.

Desired Settlement: I would like the refund check to be expedited & sent to me within 24hrs.

Business Response: To Whom It May Concern:

We received a complaint # ******** filed with your office by ****** * ******. She mentions putting money on a NetSpend card but it could not be activated due to past account activity. She said two of the past three accounts were not opened or used by her.

When Ms. ****** attempted to activate her card on August 29, 2014, our system automatically blocked the process. We recognized fraudulent activity on two other NetSpend cards matching her personal information prior to her attempt to activate the card. Our system blocked Ms. ******’s information so no future cards can be activated for her.

In cases of identity theft we recommend for our cardholders to contact the Federal Trade Commission (FTC) at www.ftc.gov/idtheft or 1-877-ID-THEFT (###-###-####). The FTC will provide a walkthrough on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions.

We contacted Ms. ****** on October 2, to explain the block and offer options to get her funds. She has already contacted the FTC and police. I reassured her that we will cooperate with the authorities and their investigation. At her request the check will be mailed on October 10th. We regret the inconvenience that Ms. ****** experienced while attempting to use our product.


Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently traveled out of state on September 18-22nd. When I initially arrived at my destination my card declined when I was trying to pay for my car rental. And I had to use the only cash I had available. The next day September 19th, I tried to use my card at a different location and it declined. I called Netspend and I was told there was nothing wrong with my card, and to go to an ATM. The ATM did not work and I was told to buy another Netspend card and transfer my money. I bough another card, but it would not allow me to transfer money. I was told by a supervisor I would have to wait 3 business days in order to have the problem resolved. I advised I was in another state with no access to over $2000 in my account. After 3 hours, I was told my card was canceled because I shopped at **** ***** and when I attempted to make charges in a different state it was manually canceled. I expressed dissatisfaction that I was not contacted prior to canceling my card, because I could've easily verified my transactions. I was then advised that I could send myself a money gram and Netspend would reimburse me for having to do so because they had canceled my card and it would no longer work. The negotiated fees were for $545 ($45-fee) $1000 ($95-fee). I was told it would take 3 business days. As of today it has been 7 business days. I contac Netspend several times and re-explain the situation only to be put on an hour long hold and the call mysteriously drops. I would like what was promised to me by the escalation dept and not to continuously receive the run around for netspend putting me in a bad situation.

Desired Settlement: A phone call advising that the fees to send myself my own money because Netspend would've left me stranded in another state (*******) refunded. $140.00

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that her card was blocked without being notified while she was on vacation.

Between April 1st and September 2, 2014, Netspend received notification of reported data compromises regarding **** ***** store locations. Upon reviewing Ms. ******’s account, her card was blocked as a precautionary measure to protect her account as a result of her card being associated with a **** ***** transaction that took place during the timeframe mentioned. A letter was mailed to the address on file, notifying Ms. ****** of why her card was blocked, informing her of the new card that was sent to her as a replacement, as well as additional steps to take in efforts to ensure that her account is secured.

On October 7th, Ms. ****** informed us that she did not receive the letter notifying her of the card block. We explained to her why the block took place, and refunded some fees incurred on her account as a result of the inconvenience that she went through.

NetSpend regrets the difficulty that Ms. ****** experienced when her card was blocked while she was on vacation. We’ve provided her with our contact information should she have any additional questions.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******** ******

10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Netspend fail to contact me via e-mail or text message informing that my overdraft protection was no longer available on my account. I could have prepared myself better if I would have known.

Desired Settlement: I want my overdraft protection reinstated ASAP!!!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. He was not notified of his Overdraft Protection status when it became temporarily deactivated.

We recently contacted Mr. ******** concerning the temporary deactivation of his Overdraft Protection on his account. He informed us that he was not notified of the temporary deactivation that took place in September 2014. We are currently investigating why Mr. ******** did not receive the notification in September. In the meantime, we’ve refunded some of his fees that were accrued as a result of not receiving the notification of his Overdraft Protection status. I’ve confirmed with him that his Overdraft Protection can be reinstated on his account after December 16, 2014, as long as the eligibility requirements are met.

NetSpend regrets the inconvenience that Mr. ******** experienced while attempting to use his Overdraft Protection. He has our contact information should he have any additional questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

****** ********

10/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My mom purchased what she thought was a traditional Visa Gift Card to give as a gift. She purchased two of these to give to her grandkids for a birthday gift. She paid the $4.95/5.95 activation fee per card and put $50.00 on each card. So paid either $109.90 or 111.90 total. When purchased it said you need to activate the card which was unusual. I activated one of the cards with my social security number, which I thought was again usual. I figured since you she could not get a refund on a gift card, then we could use the $50.00 and then just cancel the card after the $50.00 was spend. I signed in to the account and found there was only $37.10 left on the card. The day the card was activated they had already processed 2 monthly fees of $5.95 with an un-activated card. Used the $37.10 at the gas pump and immediately called NetSpend to close the account. I called to close the account and had to wait for a return call since they had a nigh number of callers. In the meantime, I went online and closed the account. When doing so it said they wanted another $5.95 to close the account. This is highway robbery. I googled the company and found many online complaints on them. The customer service representative did call and I asked him to explain how they can do this. He explained there is monthly fees on the account and is used as a debit card. I asked how they could charge these fees for the months the card was not activated. I expressed my concerns with the customer service rep stating they are in the gift card section and there isn’t clear information on the outside of the card. I believe there is a law that says these fees need to be clearly written. Nothing on the outside states any of these fees or explains that there is monthly fees associated with the account. When talking to the representative I asked to speak to a manager a few times during the conversation. He kept putting me on hold and said he was able to get a manager to reimburse me one of the $5.95 fees. He also said my online request to close the account was not showing and the card was still active. I said no I want to speak to a manager and I want to make sure this account is closed and something in writing from the company saying there are no additional charges. He said the 3 managers on duty were all on the phone. I asked to speak to their manager. He gave me an email address for ******************* which I have emailed a complaint. But from the actual email address I feel this might be a fictitious email. I believe this company should reimburse my mom for the money she spent on these cards on both cards. This is unfair for consumers. My mom is in her 60s and just wanted to do something nice for her grandkids. So actuality a $50.00 gift card became $31.15 and she paid a processing fee per card of either $4.95 or $5.95. This is unreal ***** ******* ************ *** **** **** ***** ******** ****** ** *****

Desired Settlement: I believe this company should plainly explain this card on the package and not be in the gift card area of a store. My mom lost out in over $100.

Business Response: To Whom It May Concern:

We received a complaint # ******** filed with your office by ***** *******. She states her mother purchased two Visa gift cards, and did not understand why fees were associated, in addition to why she had to supply her SSN to activate her card.

All Netspend products are prepaid debit cards rather than gift cards. Prepaid debit cards must abide with all laws related to financial institutions, including the verification of all of our cardholder’s identity. The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. This is also stated in our prepaid card packaging. NetSpend is compliant with the laws concerning the prepaid debit card.

On September 24, 2014 we further assisted Ms. *******, and explained the prepaid card functionalities. We regret that our card was mistaken for a gift card. Should Ms. ******* have any additional questions, she has our contact information.


Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Netspend refuses to transfer my money into my own account so I can cancel their pathetic service. Any requests to talk to a supervisor gets call place on never ending hold or disconnected. I was told 4 hours 48 hours ago and the money MY MONEY has not been transferred into my account. Thia bank and their assumed named customer service reps who do not give their real name when they answer the phone refuse to release MY MONEY TO ME. I have been told 4 hours, 4 more, hours, Yes no, I can't get my money, I can get my money- 5 different things by 5 dfifferent people over 2 days - Call back at this time, call back at that time - I am unable to pay bills and travel out of town for my job becuase these people will not release MY MONEY to ME

Desired Settlement: refund all money in netspend accounts - refund the money they claim is a service fee as there obviously is no service coming from these people. This company is not professional, not couteous, not timely. and not honest. I would never in my life reccomend this racket of a company to anyone.

Business Response: To Whom It May Concern:

We received a complaint # ******** filed with your office by ***** *****. He states NetSpend refuses to transfer his money into his other account.

On September 21, 2014 Mr. ***** called to report his card lost. We blocked the lost card and ordered a replacement. Mr. ***** requested to transfer his funds to another card he purchased that day. As a protection to our cardholders, newly purchased cards has to have additional security verification before account transfers can take place. This additional security prevents potential fraudulent transactions from occurring. Our Risk Department verified the additional security information on September 25th, and Mr. ***** was able to successfully transfer funds to his new card.

We regret the inconvenience of Mr. ***** not having the ability to transfer his funds from September 21st-25th. We’ve refunded the transfer fee as a courtesy for the inconvenience, and provided our contact information should he need to contact us for any reason.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/8/2014 Problems with Product/Service | Complaint Details Unavailable
10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Well unfortunately went to jail an when i did i had money on my card an it was lost during the time frame of me getting locked up so when i got out i logged into my account an saw that there was a transaction on my card for 150.00 so i called netspend to report my card as lost an asked them about doing a dispute for that 150 they told me it was to long out an they was nothing they could do about it but i feel like no matter how long it has been i should still be able to file a dispute because it's my money

Desired Settlement: I want them to refund me back my 150.00 dollars on my new Netspend Premier Card

Business Response: Tuesday, October 7th 2014
To Whom It May Concern:
 
We received complaint # ******** filed with your office by ********* *** ******. Mr. ****** is requesting Netspend to refund transactions that he claims was made while incarcerated.
 
I spoke with Mr. ****** today, October 7th, 2014 and he informed me of being incarcerated from February to August of this year.  He also mentioned providing documentation validating his incarceration. Mr. ****** confirmed that the transactions he’s requesting to dispute occurred between February 5th and May 5th, 2014. While attempting to gain additional details concerning the transactions in question, the call disconnected. I’ve attempted to contact Mr. ******, but have yet to speak with him again.
 
Because the transactions in question exceed 110 days, we are unable to dispute the transactions in question for Mr. ******. Per Federal Reserve’s Regulation E guidelines, a transaction must be disputed within 110 days from the date that the transaction occurred.
 
We regret the inconvenience that Mr. ****** has gone through in efforts to obtain his funds. He has our contact information should he have further questions.
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


Regards,


********* ******

10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My two debit cards which were both attached to my account (have had an active account since 2004), were both canceled without my knowledge. I was told by 5 different representatives that it was due to a compromise with them and **** ***** (**** Improvement Store). They could not or would not they help by reinstating one of the two card, except to say I would have a new card two days later or I could go to their partner ACE Elite Express money centers. I went to a Ace Elite Express in ****** ***** (where I work), and their system is down. I cannot get any access to my money which I need to preform my job and am letting my company employers and clients down due to this problem which I do not wish to explain again or to sound like an excuse. They Have put me in a bad bad position

Desired Settlement: They should have contacted me to make sure I had my new card before canceling the old card. They have my cell number, email address and emergency contact information.Their conduct and bad position that they have put me and my family and company in is acceptable. Others need to know of their bad communication problems so they can make a good decision NOT to go with this company until they make it public of mistakes and their solutions to the problems.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. Mr. **** states that he was unable to access his funds as a result of his card being blocked due to a **** ***** breach.

On September 11, 2014 NetSpend proactively ordered a replacement card for Mr. ****. His existing card was identified as being used at **** ***** during a period that indicated a breach in their system. Mr. ****’s card was blocked on September 24th in efforts to prevent his card from being compromised as a result of the breach initiated with **** Depot. We contacted Mr. **** about the issue on September 26th, and were able to resolve his issue that day.

We regret the difficulty Mr. **** experienced while attempting to access his funds. He has our contact information should he have any further questions.


Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

10/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have filed 2 separate disputes against ******* for unauthorized eft's on my account. Netspend has resolved the first one and I am getting nothing but the run around on the second dispute. I have contacted netspend numerous times to have dispute #2 resolved with no help whatsoever.one minute they tell me they have received my second dispute paperwork then in the next message someone tells me they have never gotten a second dispute filed against *******. I need my $79 back that ******* took from me and netspend is just giving me the run around. The second dispute was faxed to them (as they requested) on Sept 2nd and again on Sept 14th.please help me.

Desired Settlement: I want my $79 credited back to my account

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. She mentions two dispute claims against ****** **, and believes there was only credit for one claim.

On August 1, 2014 ****** ** collected $66.00 from Ms. ******’s account via Automated Clearing House (ACH) debit. This type of debit uses the account and routing numbers to make a withdrawal. She sent in the ACH dispute form, and the $66.00 was reversed back to her account the same day.

****** ** collected $81.41 on August 18th by using Ms. ******’s card ending in *****. She disputed this charge on August 27th, and a provisional credit was issued to her account on September 11th. Ms. ****** will receive a resolution on this claim by October 27th. We do not show a $79.00 transaction in our system from ****** **.

We’ve provided this information to Ms. ****** via email, and regret the inconvenience that she’s gone through in attempt to obtain her funds. If she has additional questions or concerns, she can contact us toll free at ###-###-####.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because: the claim against ******* was for $79.97 on 9/3/2014 and this has not been credited to ma account

Regards,

****** ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. She did not accept the response because she wanted to dispute a charge against ****** ** for $79.97.

We called Ms. ****** about the third transaction she desired to dispute with ****** **. Our previous response was for two other charges from the merchant. We have initiated a third dispute with ****** ** for $79.37. We will update this latest dispute claim in ten business days, October 21.

NetSpend continues to work with Ms. ****** on her disputes with the merchant, ****** **. She has the option to dispute additional transaction through the online account center, www.netspend.com or calling the toll free number ###-###-####.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

10/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on june 6th 2014 net spend closed my acct becaue of identify theft i ahd 52.49 left on my acct still no refund it ahs beeen 14 weeks ssa said they never heard of such a thing all i wn tis my money plys compenation for having to go to docotr for high blood pressure stress

Desired Settlement: i wnt my money plus compenstion this ahsd brn going on too long

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. She mentions her account was closed due to identity theft, and the remaining funds have not been received.

NetSpend closed Ms. ********’s account on June 2, 2014 due to identity theft. The remaining funds of $52.49 were sent back to the US Treasury. We have received confirmation from our Accounting Department that Ms. ********’s check was delivered to the US Treasury on June 19th.

We recommend that Ms. ******** continues to follow up with the US Department of Treasury regarding the status of her funds. It is important to note that until the government's internal departmental review is completed, other departments, including their customer service department for Social Security Administration may not have accurate or up to date information concerning the funds. We do not know the specific procedure and/or timeframe they may take to complete this process, however we have received feedback from our cardholder’s that it may take up to 6 – 9 weeks to be updated in the system.

We regret the inconvenience that Ms. ******** has gone through in efforts to access her funds. Ms. ******** has my contact information should she have additional questions or concerns.


Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

Consumer Response: Complaint: ********

I am rejecting this response because:the department of treasury has neve rher dof  sch a thing and it ahs bee  17 weeks ging on 18th i wnt my money net send is thief they ahve had more then  enough time to  get me  my money  i also  wnt interet due to  helth problems im having concerning this matter 

Regards,

******* ********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* ********. She states that the Department of Treasury has not received her return of funds check, and is requesting Netspend to return her funds.

On June 19, 2014, we confirmed by our Accounting Department that Ms. ********’s return of funds check was received. We’ve reviewed this information again to validate this information. Our records show the US Treasury cashed the check on July 31st. After speaking with Ms. ******** on October 1st, we emailed the check number, including the date it was cashed by the US Treasury.

We regret the inconvenience that Ms. ******** has gone through in efforts to retrieve her funds. Ms. ******** has my contact information should she have additional questions or concerns.


Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

Consumer Response: Complaint: ********

I am rejecting this response because: the  s ocial security  ofices nation wide and  scity offices both say they have not received  acheck for that amount or tha amont i talk to 2  rep today there name  ws ***** and  ***** all i wn tis  my  money 

Regards,

******* ********

10/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 22, 2014 I discovered my Netspend VISA card ending in **** was compromised and initiated transaction disputes for all unauthorized charges. Netspend informed me via email that my claims would be investigated within 10 business days, and if they could not complete their investigation during that time frame, a provisional credit would be issued to my account in the amount of my loss. It has now been 13 business days since the final claim was filed on August 26, 2014. I spoke with Netspend customer service this morning, September 12, 2014, and was told that the deadline was extended to December 8th, 2014, and that their fraud resolution department would determine whether a credit would be issued during that time. I have never seen a bank with so little regard for their cardholder's money in the event of fraud. They are merely using stall tactics, and apparently this is the way they conduct business with many other people as evidenced by the amount of complaints filed with the BBB, and online complaints blogs.

Desired Settlement: An Immediate refund of all unauthorized charges to made on my account including any fees associated with said charges.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. He mentions several unauthorized transactions taking place on his card, resulting in a dispute claim. He expected to have the funds credited to his account after 10 business days.

Mr. ******** initiated four dispute claims from August 23rd to 26th. We consolidated all the claims onto the earliest dated claim. The items in dispute are foreign transactions occurring from August 13th until the 26th. Federal Reserve’s Regulation E guidelines state that foreign transactions may take up to 90 days for a dispute resolution.

On September 22nd, a provisional credit was issued for Mr. ********’s dispute claim. We’ve updated him concerning his claim via postal mail, and email. If the claim is not in Mr. ********’s favor, the provisional credit could be reversed. However, if the claim is resolved in Mr. ********’s favor, no further action will take place on his account.

NetSpend understands filing a dispute is a lengthy process. We appreciate Mr. ********’s patience as we further investigate the outcome of his claim. Should he have any further question he can call the toll free number ###-###-####.


Thank you,


***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Complaint:********

I am rejecting this response because:

***** ******** with Netspend cites Federal REG E guidelines for dispute investigation timelines, and he is correct regarding the 90 day deadline for foreign transactions , but what he fails to mention is REG E is quite clear that if a dispute investigation will require more than 10 days to resolve, then a provisional credit MUST be issued to the car holders account.  Only then does the card issuer have the extended amount of time to investigate the dispute. Please note the excerpt taken directly from REG E:

 A financial institution may require a consumer to give written confirmation of an error within 10 business days of giving oral notice. The financial institution must provide the address where confir- mation must be sent (12 CFR 1005.11(b)(2)).
Error resolution procedures. After receiving a notice of error, the financial institution must do all of the following:
• promptly investigate the oral or written allegation of error;
• complete its investigation within 10 business days (12 CFR 1005.11(c)(1));
• report the results of its investigation within three business days after completing its investigation;
• correct the error within one business day after determining that an error has occurred.
The financial institution may take up to 45 calendar days (12 CFR 1005.11(c)(2)) to complete its investigation provided it
• provisionally credits the funds (including interest, where applicable) to the consumer’s account within the 10 business-day period
• advises the consumer within two business days of the provisional crediting
• gives the consumer full use of the funds during the investigation





Regards,

****** ********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ********. He mentions that Regulation E states a provisional credit will be issued if a dispute investigation surpasses 10 business days for a resolution.

Per Federal Reserve’s Regulation E guidelines, a new account is defined as the disputed transaction initiating within 30 days from the time that the first deposit load takes place on an account. As a result of Mr. ********’s account being defined as new, it can take up to 20 business days to determine if he is eligible for provisional credit. The 20 business day timeframe for provisional credit eligibility on new accounts are all part of Regulation E. Mr. ******** initiated his dispute claim on August 23, 2014. Business days do not include weekends or holidays. The 20th business day from dispute initiation was September 22nd. Aside from the provisional credit timeframe, Regulation E guidelines state that a claim can take up to 45 days for a resolution, but up to 90 days for a resolution regarding foreign transactions.

On September 22nd, a provisional credit was issued for Mr. ********’s dispute claim. As mentioned in our previous response, if the claim is not in Mr. ********’s favor, the provisional credit will be reversed. The provisional credit was reversed on September 30th because claim result was not in Mr. ********’s favor after thoroughly investigating his claim. A dispute closure letter was mailed to his address.

NetSpend finalized Mr. ********’s dispute claim as expeditiously as possible. We regret any inconvenience that he has experienced while awaiting a resolution. Should he have any further questions, we can be reached toll free at ###-###-####.


Thank you,


***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I receive my direct deposit benefit to my netspend card on 09/25/2014. I then proceeded to an atm to make a withdrawal. The withdrawal was successful and left me a balance of 640.00 available On the 26 I went to the atm to make a withdrawal again. It was declined. I returned to check my balance on my computer and was shocked to see I had a negative Balance. All of the withdrawals were at ATMs I immediately contacted netspend and asked how is this possible as the card had been in my possession the entire time. No explanation I file a dispute and a provisional credit was issued The following day Y tried to make another withdrawal and found that my account had again been compromised. Another dispute filed and told I had to wait 10 business days for the disputed resolution department to investigate It should not take a genius to look at my transaction history and find the mount is totally different than my withdrawal amounts.As of today the ten days are up NO resolution and I still have no money. I am disabled and need the money for medicine food and to pay bills. They are a heartless company

Desired Settlement: I want the remaining balance of 640.25 credited to my new card immediately

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. He states his card was compromised and he was told he had to wait ten business days for a resolution to his dispute. NetSpend’s terms and conditions are written to align with Regulation E of the Electronic Funds Transfer Act which outlines procedures and timeframes for resolving reports of errors, including unauthorized tramsfers. The regulation and terms allow NetSpend ten business days to research all reports of errors. If we are not able to conclude the claim by the tenth business day, we will provide the account with a temporary credit while we work to complete our investigation.

Mr. ****** experienced two, separate, instances of unauthorized withdrawals from his account during the month of August and both claims were paid within the allotted ten business day timeframe.

NetSpend reviewed each call where Mr. ****** started the ATM disputes. Our agents acted accordingly to the information provided, including the cancellation of each compromised card and re-order of his replacement cards. Should he have any additional questions he can reach us at the toll free number, ###-###-####.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

Consumer Response: Complaint: ********

I am rejecting this response because:I requested to know how my account was comprimised in order to avoid future issues O have not received that info. However the funds have been credited back to my account

Regards,

****** ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. He’s requesting additional details regarding how his card was compromised.

We have mailed Mr. ****** all documents related to the outcome of his dispute claim. He will receive this information within 7-10 business days. Should he have any additional questions, Mr. ****** can reach us at the toll free number, ###-###-####.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

10/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had Three unauthorized charges done on July 26 2014 filed a claim for reimbursement fax over a letter for dispute to netspend on July 29 2014. On Aug 11 2014 they claim they didn't receive fax so had to re fax letter again i fax the letter Aug 12 2014 waiting for claim of dispute to processed i called several times . They stated that the claim will be settle on Aug 292014 i email the dispute team no answer I called back a week after week no reply on any of my issues. They stated I had to wait until it was investigated. I called on Sept. 26 2014 to confirm that the claim was settle and now they state the claim is closed as of Sept 11 2014 even after i called that same week no one every told me nothing no email no call no letter and no explanation of any details. The total amount that's due to me is $ 756.68. I spoke to several people and inquired to speak with a supervisor and was informed that the supervisor was to busy to take the complaint

Desired Settlement: Please investigate this company if I would have known of any of these issues, I would have never signed up for there services. I is definitely a set back for me for my bills since I'm a single parent and paying all on bills on my own.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. She mentions disputing unauthorized charges and has not received a credit since July 26.

Netspend initiated the dispute claim for Ms. ****** on July 26, 2014. We requested she sent a dispute letter explaining the reason for the dispute. We gave her an update on the tenth business day, August 8. The claim had a final date of September 29th and there was no provisional credit issued because no letter of dispute was received within the first ten business days.

On October 2nd we paid out the dispute claim and notified Ms. ****** by telephone. We also mailed her a dispute closure letter.

We regret the inconvenience that Ms. ****** experienced concerning the unauthorized transaction taking place on her account. She has our contact information should she have any further questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

10/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After multiple fraudulent transactions were appearing on our bank statement, we had talked with customer service and advised to start the dispute process, which we did. After waiting the 20 day timeframe stated on their website and not hearing anything, we contacted customer service and were told it would be another 20 days. We spoke with 3 managers with in a 3 hour timeframe, the final one hung up on us. We contacted the "corporate response team" and they apologized and advised they cannot extend the dispute times and corrected the account. Then a few weeks later another unauthorized transacton appeared, we again did the dispute. We contacted customer service, they said they deemed the transaction as fraudulent and awarded our money back. Then a few hours later closed our account and refused us access to any of our money and were advised we will be mailed a check within 20 days. The money on our account was from our payroll checks at our employers, not money owned by NetSpend and cannot be withheld. We talked to 4 supervisiors who all gave different information including your check is already in the mail, which is perplexing since I was using my account hours earlier. A financial institution cannot hold my personal funds and refuse me access to them. This poor customer service in addition to FDIC violations is sickening.

Desired Settlement: I want the money from my account returned, and the fees I have now incurred from bills I am unable to pay due to the actions of Netspend to also be refunded. I have a family, I work hard for every dime and I am disgusted how we have been treated.

Business Response: To whom it may concern:
 
We received complaint # ******** filed with your office by ******** ****.  Ms. **** states her account was closed without notice and caused a financial delay.  She states that she has also been given misinformation on the whereabouts of her funds.
 
Ms. ****’s account was closed due to high risk due to suspicious dispute claim activity.  Under the cardholder agreement, NetSpend reserves the right to close an account at any time without warning and exercised that right following the investigation of her most recent dispute claim.   Unfortunately, we were unable to open a new account because Ms. **** is no longer eligible for NetSpend’s services. 
 
Ms. ****’s has had contact with another member of the Corporate Response Team, who has provided information as well as requested for the funds to be expedited to her, shortening the timeframe that she  was originally quoted for her refund.
 
Today, 9/17, I have provided the *** tracking number for her refund check, and left my contact information.  *** made an attempt of delivery yesterday; however, they were unable to leave the package, due to the signature requirement. Ms. **** my wish to make arrangements with *** in order to retrieve the package at the time that is more convenient for her.
 
While we understand the time of the account closure can be inconvenient, we hope that you can appreciate NetSpend’s commitment to providing a safe and secure product for all our cardholders. Thank you for brining this matter to our attention.
 
Thank you,
 
****** ******
Customer Response Team Analyst
NetSpend, a TSYS Company

Consumer Response: Complaint: ********

I am rejecting this response because:I am rejecting this response because: I am glad that Mr. ****** found himself available to respond to the BBB complaint since all of our prior contact attempts via phone or email were ignored. The "suspicious claim activity" justification for closing our account is even more perplexing due to the fact that Netspend deemed each of our disputes as fraudulent after research was conducted. The corporate response team member that we had spoken to provided no additional information to us and refused to release the purpose of our account being closed, this is the first time I was ever given a reason, and the expedition provided by your team member was only after we had argued the ability for your company to do so, since we were informed that was not an option. We have no correspondence from Mr. ****** nor were we provided a tracking number by customer service, since again we were told that is not information we cant be provided with, but thank you for your rapid attempt to grant us that information after it was already delivered. The fact that Netspend takes absolutely no responsibility for its repetitive gaps in customer service and continued justification for poor standards of quality is disturbing. Mr. ****** is the corporate response team member that responded to our first complaint in July where he attested to the inaccurate information and inconsistency in policy being enforced by customer service resulting in his intervention, so trying to paint the perception that Netspend has been "the good guy" is a paradox. Lastly, your determination of my ineligibility for Netspend services is interesting since the account being referenced is under ***** ****** which is who the check was payable to also, I being only an authorized user. So thank you for further demonstrating Netspends dedication to providing accurate information.
Regards,

******** ****

Business Response: To Whom It May Concern:
 
We received the additional comments filed for complaint # ******** by ******** ****. 
Ms. **** states she was not provided the proper information concerning why her account was closed. She also requested her funds, including late fees incurred from her bills as a result of not having access to her account.  
 
NetSpend regularly monitors our cardholder’s accounts to protect the security of both our company and cardholders. Ms. ****’s account was opened May 1, 2014, and has been compromised on 3 separate occasions. Due to the excessive account compromise within a short period of time, Netspend deemed the account as a high risk to both our cardholder and company. As a result of this, our Risk Management team elected to close the account. A return of funds check was sent to the address on file, and received at the residence on September 17th.
 
We regret that Ms. **** feels that NetSpend did not handle her situation appropriately with the closing of her account and shipment of funds. I’ve left her a voicemail via the phone number on file, with my contact information in case she has additional questions or concerns.
 
Thank you,

****** ******
Customer Response Team
NetSpend, a TSYS Company
 

10/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My account was locked by netspend corp. on Sept 18, 2014 . I went to the store and my netspend debit card ending in **** was declned. So I called netspend at ###-###-#### spoke w/ *****. I was informed per ***** that my account was locked because netspend need to verify my ID . I was asked to fax or email to there co. (**********************) Copy of my ** ID or Driver License, copy of my SS Card and proof of address . i sent over all the documents and my ID SS Card were accepted but the documents for my proof of address is not. I sent a medical health insurance letter from state of ** . I also sent a letter from ******* high school address in my name but it was regarding my son’s report card. and a letter from ********** bank with my bank account number and info. and they still will not lift the hold. Giving me the run around telling me even though they said the documents ive sent were acceptable proof of address documents that the one i was sending was not. Like my letter from ********* is my health insurance and its from the state of ** but its not acceptable because its **** *** and a premium health insurance plan. Netspend just keep asking for more documents in my name with my mailing addrerss on it. from paystub to bank state statement to health insurance school records and income tax forms i filled with the state of ca. I started with $2115.00 in my account and the but a hold on it with $472.00 remaining . and the release my money to me.

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ******** ********. Ms. ******** states that she sent documents to get her account unblocked but her proof of address was not accepted. She wants the remaining funds released to her.

Netspend is required by federal laws, specifically the Anti-Money Laundering and Bank Secrecy Acts, to collect verifiable form of ID from all of our cardholders. This includes, but is not limited to state or government ID, social security card, and proof of address such as a utility bill. Additionally, our system may periodically flag unusual activity that is not consistent with our cardholder’s spending habits. This block requires our cardholders to provide information that will validate their account. Upon validation, the block is removed, and further activity can take place on the account. This is to prevent fraudulent activity from proceeding, protecting both our cardholders and Netspend.

On September 18th our system blocked Ms. ********’ account, which required her to send in the aforementioned documents to verify her account. The documents that we received were not adequate to verify her account, and customer service notified her of the documents that were still needed. On September 22nd, she called to close the account. As a result of not having proper verification to validate the information on file, Ms. ********’ account was closed by our Risk Management Team. Her remaining funds will be returned to the Internal Revenue Service. Once we receive confirmation that the funds have been received by the IRS, we will notate her account.

NetSpend regrets the inconvenience that Ms. ******** experienced concerning her blocked account. We have contacted her and conveyed this information. She can contact us toll free at ###-###-####, if she has additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Unable to use debit card to pay bills online without faxing my social security card, drivers license and proof of address. This debit card is misleading.

Desired Settlement: Do not request customers to fax identifications. This company is providing false advertisement on bill payments and also solicits daily texts received to your personal cell phone.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. She feels the debit card is misleading because she cannot use it without faxing her social security card, drivers license and proof of address.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for your name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

We were unable to speak with Ms. ******* concerning her account verification. We called twice and sent her an email. The only card / account matching her name and address has a zero balance. The only information we have is name and address. It has never been activated because we have never received the required information to complete the activation process. The card literature explains the need to gather identifying information and the possibility of requesting proof of identity.

We regret that Ms. ******* was unable to use the card due to the identifying information not being provided. She has my contact information should she have additional questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 25th, 2014, I contacted Netspend and filed a dispute regarding an unauthorized charged to my Debit card by ****** ** for $689.99. I do not have a ****** ** account. Netspend did provide me a provisional credit but then on September 17th, they reversed it. Stating ****** ** provided valid proof that the charge was legit. They sent me proof but the proof did not even have my name listed as the customer whom the ****** ** account and the Netspend account belong too. I did not authorize ****** ** to take the $689.99 out of my account. I can not believe Netspend would allow a merchant to falsify paperwork to prove they were in the right. Netspend did not protect me as the customer.

Desired Settlement: I want a refund of $689.99. I deserve the refund. It is not my ****** ** account, my name is not on the ****** ** account, The ****** ** service is not in my home. Nor has it been in my home as long as I lived there for a *** *******, whom has the ****** ** contract.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. She mentions her request for a refund of the provisional credit that was reversed on a dispute claim initiated on July 25, 2014.

On July 24, 2014, ****** ** collected $689.99 from Ms. ******’ card, and she disputed the charge the next day. We issued her a provisional credit on August 8th for the disputed amount. On September 17th, the dispute claim was closed in favor of ****** **, and the provisional credit was fully reversed as a result of the merchant providing sufficient documentation validating their charge. On September 25th, ****** ** realized that there was an error, and credited Ms. ****** the full disputed amount.

NetSpend appreciates Ms. ******’ patience during the dispute process. We regret the inconvenience caused by the credit reversal, and are pleased ****** ** rectified the situation with a refund to her account.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

10/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I Bought this card at a local ****** ******* loaded it with $100. Called to activate it and was told i needed to provide proof of identification and the way i could do it was take a picture of my state iD and email it to ********************** and so i did, I was also told to wait 24 hours and I did. After 48 hours I called back because i still did not recieve an email.I was told that i now needed to fax a Copy of my photo ID and so I did. I waited again 48 hours and still did not recieve an email of verification like i was promised. But was also told that i could log online when card was ready and online it is saying to call because "there is a problem with the account". I'm starting to think this is a scam and I would like my money back.This is not a promise of the guaranteed easy steps. Thank you for your time, ***** ********************

Desired Settlement: This business has a responsibilty to commit to its statements.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. She mentions the NetSpend card she purchased at the ****** ******* cannot be used because she needed to provide proof of identification.

The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for your name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card.

We’ve attempted to contact Ms. ******* by phone, and sent an email with our contact information. Unfortunately we are unable to validate her account based on the information on file. We will certainly discuss the options available to her once she returns our call, in efforts to assist us with locating her account information.

We regret the inconvenience that Ms. ******* went through in her efforts to obtain the funds deposited to the card. She has my contact information should she have additional questions or concerns.

Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

***** *******

10/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: : I called in to the customer service line (###-###-####) on 09/14/14 to find out why my utility bill (sce)was not able to process on 8/28/14, and to let Net spend know that I had contacted the utility company and they had informed me that the ACH debit was unable to process due to my account being frozen. I also let them know that there was sufficient funds to cover the 135.00 payment, and I would need written documentation stating that at no point in time since this account has been open has my account been frozen. when I spoke to numerous representitives they informed me, 1. that my account has never been frozen and that 2. there was no way for them to provide me any documentation stating the above. i proceeded to ask the rep again to check and see if there had been any blocks on my account and she stated “no ma’am there is not” “your account is in a good standing and has been”. I explained to them that this is NOT the first time I've been told this by a merchant and i needed to get something ASAP to prove this because I have been charged return check fees and have been put on check restrictions by my unities and cell phone company, which this should have never taken place. I also informed them that i would like for them to pay for this transaction (135 and the 8 dollar return check fee I have acquired ) the representative stated all they could do was credit me the 3 dollar decline fee that they(netspend) charged me. I asked for a supervisor and they put me on hold for 45 min, and then the line hung up!

Desired Settlement: I would like for the Company to send me a letter (on company letter head) stating that at no point in time this year has my account been frozen or has had a fraud alert placed on it. and to provide the dates when my account was first open and till the present, so i can show proof to these merchants that I have got returned fees from and have to wait 6months to use my routing number and bank account to make my bill payments.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. She mentions her attempts pay her utility bills did not go through because the account was frozen. The transactions did not show in the NetSpend system and those companies have blocked her from using that method of payment. She wants a letter stating there has been no block on her account this year.

We called Mrs. ******* concerning the utility companies that were attempting to charge her account. She gave the name of the merchants and the dates they tried to debit her account via Automated Clearing House (ACH). We confirmed that there were no ACH debits or declines showing in our system for those merchants. Which means the transactions did not come through to us. We also informed her there were no blocks on her account during that timeframe. We emailed her a letter stating those facts on September 22, 2014.

NetSpend regrets Mrs. ******* is having an issue with these merchants. The ACH debit uses the account number and routing number to make the deductions. Our letter conveyed the correct numbers so the merchants can compare it with the numbers they are using to complete the transactions. We continue to assist her with this issue and have given her our direct contact information.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

9/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i purchased a paypal prepaid mastercard debit card. I put money on the card and paid all the initial charges on the card. i wanted to close the account and emailed the company about doing this and they added more fees to this card. They told me to contact them by their automated phone system to close the account. i called the number ###-###-#### that they provided and the automated system would not allow me to contact a customer service representative to close the account. I'm not sure why they keep on giving this account fees and charges. I do not want this card active and just the account closed. this obviously some sort of scam.

Desired Settlement: I want the fees dropped on the card now that they charged me unecessary charges and i want this card cancelled and account closed. they refuse to close this account and keep on charging me.

Business Response: Monday, September 22nd, 2014

To Whom It May Concern:

We received complaint #******** filed with your office by **** ****** .  She states that she was unable to reach our customer service to close her account and continues to be charged fees.

We regret to hear that Ms. ****** was unable to reach us.  Most options in our automated phone system will get you through to a live representative, so it is best to choose the most appropriate one.  If none of the options fit a reason for calling, we recommend selecting “All Other Inquiries”.

The PayPal Prepaid MasterCard has a monthly fee of $4.95 that is charged due to the services we offer with the card.   If there is an insufficient balance, this monthly fee will remain pending until money is available. 

Ms. ******’s account is now closed and the pending fee was removed.  We left a voicemail with our contact information if there are any other concerns. 

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

9/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a ****** prepaid debit card. In February 2014, the following unauthorized charges were made on my card, all at gas stations, none of which I have ever been to: 2/24 for $100 2/23 for 99.33 2/19 for 19.39 2/19 for 85.00 2/18 for 100 2/18 for 100 I began a claim. I was told a new card would be issued to me, and that I would be reimbursed. I did not receive a new card, and I was never contacted again. Its is now six months later, and I am being told that I new claim must be filed because my account was closed. I am also being told that I actually owe money, as my account is negative due to the unauthorized transactions, as well as fees that have accumulated after I cancelled the card. I have called both ****** and ****** debit master card in excess of 20 times, and have spent over 40 hours on the phone and sending emails attempting to get my money back. When I call ****** debit card, I constantly ask to be transferred to an associate located within the US. I am constantly told that I cannot be. I am also constantly told that I cannot speak with a supervisor. I have been hung up on numerous times. Every time I call I get different reasons as to why I cannot be helped, or that I must file a new claim. I have had ****** associates on many of these calls with me, so that they can witness what takes place. I am now being told by associates at ****** debit mastercard that I would have to re-open an investigation (this is the 3rd time Ive been told this), and that they deemed the fraudulent charges as 'authorized', even though I have filed a police report. At this point, after the months of negligence, unwillingness to cooperate with a paying customer who has had money stolen form his account, and actually being told that I OWE money. I have written many different email addresses at both ****** debit cards site, as well as numerous listed phone numbers. Never do I receive a reply, and never does anyone contact me back. I have sent in the proper documents many times, including police reports, screen captures of the transactions, etc, and very time I am told to re-send them.

Desired Settlement: I have no choice but attempt to file a class action lawsuit. After doing some research, I have found that NetSpend is the parent company of ****** debit prepaid. I have written the Netspend CEO, as well as other addresses listed on their sites, and still nothing. I have never experienced a situation as this ever in my entire life. But with the ****** debit prepaid, it has been an ongoing nightmare for over six months. And I have discovered through the Better Business Bureau that I am not alone in this type of treatment with your company. I have and am making contact with all customers that have filed complaints with the BBB over similar circumstances in order to get a class action lawsuit in motion. I am asking for reimbursement of the funds stolen from my account immediately, as well as the sum of my paid monthly fees since opening this account, and compensation for the extraordinary amount of time lost from my business in dealing with your company. Netspend and Paypay Prepaid should be ashamed of yourselves. I would be surprised if you actually took the time to even write me back. no choice

Business Response:

Monday, September 22nd, 2014

To Whom It May Concern:

We received complaint #******** filed with your office by ***** ******.  He states that unauthorized transactions occurred on his account and that we did not provide any assistance with his dispute over the past several months.

On February 21st, Mr. ****** contacted our customer service to report several unauthorized gasoline transactions that occurred on his account.   A dispute claim was not opened at the time because Mr. ****** insisted on getting his money back immediately and requested to speak with a supervisor.   After explaining the dispute process, a claim was still not opened.

On April 11th, he spoke with our corporate office and opened his dispute claim.  After our initial investigation, more information was needed and we requested a letter of dispute from the cardholder.  Mr. ******’s dispute statement was not received until September 15th.  At that time, the dispute was already out of timeframe and he was informed that we could not continue with the claim.

We spoke with Mr. ****** on September 17th and advised that his dispute claim was resolved.  A new card was also requested and his recent monthly fees were returned to his account.

We appreciate the opportunity to speak with Mr. ****** to resolve this matter.  He has our contact information for any future concerns.

Thank you,

****** *****
Customer Response Team
NetSpend, a TSYS Company

9/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a dispute with Netspend on 8/10/2014 because I did not receive my refund from my merchant that said they refunded me. It has been over a month since this dispute has been open. I've given Netspend numbers to the Executive of the Merchant asked for updates and have received nothing nor my refund. This is ridiculous, I shouldn't be treated like this. I will hire a lawyer with all my evidence if I have to.

Desired Settlement: I want my refund! 117.53 in my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *********. She mentions filing a dispute claim on August 10, 2014. It has been more than a month and she has not received an update.

Ms. ********* initiated a dispute claim on August 10th for a charge from * ****** for $117.53 on a PIN debit transaction she stated was cancelled at the point of sale. Later that day, we received her dispute letter concerning her claim. Ms. *********’s dispute claim was updated on August 28, 2014, and we informed her of the 45 day timeframe to finalize the claim via secure inbox message at www.netspend.com.

After receiving her complaint, our corporate office contacted Ms. ********* by phone on September 17th to explain the dispute process, and to provide her with the resolution date of her disputes claim of September 26th. On September 22nd, a member of our corporate office had Ms. *********’s claim re-reviewed by our Disputes Team, and a provisional credit of $117.53 was refunded to her account.

We understand the dispute process is lengthy, and we appreciate Ms. *********’s patience. Since the credit has been issued, no further action will be required at the final date of the claim as long as it is successful. If the claim is not in favor of Ms. *********, the provisional credit could be reversed. We regret the inconvenience that Ms. ********* has gone through in our efforts to resolve her merchant dispute. She has my contact information should she have additional questions or concerns.


Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

9/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got a job over the summer with temple University barnes&nobles book store they said i would receive my check via check card. They asked me for ID I told my supervisor that i did not have my social security card just my high school ID and my birth certificate she said that was fine i started receiving my paychecks. September 5th was my last day of work. I received an email from skylight pay card saying my account was block I asked why they said they needed documents i told them what i had and Jackie the representative i spoke with said that was fine email it to the documents department i did. I got a conformation saying that the items were received. I called back and was told it was not received and to resubmit the info i did. i called again and was told it would take 24hrs i spoke with ***** that time. I called back and asked to speak to a supervisor and was connected to **** ID#******. She then tells me that the other reps did not inform me correctly and they could not use the documents that i have i am very upset because i need my last check to pay for some of my schools supplies had i been informed early about this i may have been able to get them the documents on time they did not tell me until now that my information was not acceptable i and can't even see how much my last check was for my account is block i would like them to give me my check.

Desired Settlement: I would like them to release the hold on my account so that i can get my last check i can't even see how much my check is for. If they cannot release it to the card i would like them to send it back to temple so i can get a paper check.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. She states her summer job did not require a copy of the Social Security card, but accepted her high school ID and birth certificate. Her last deposit was put on hold until she sent a copy of the SSN card and State issued ID.

On August 6, 2014, Ms. *******’s temporary Skylight Financial Paycard was activated. We required a copy of her Social Security card and state issued ID to fully approve the account. The USA Patriot Act is a Federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. We may also ask for driver’s license or other identifying documents at any time.

As a result of Skylight Financial not receiving a state issued photo ID or copy of her SSN card, we returned Ms. *******’s last deposit to the sender on September 14th. On September 18th, we provided Ms. ******* with her full account history as well as the trace number for the returned direct deposit.

We regret the inconvenience that Ms. ******* experienced while attempting to verify her account. Currently Ms. ******* is waiting for the proper documents from the Social Security Administration, and the State of Pennsylvania. Once we receive these documents, we can verify her account. Ms. ******* has our contact information should she have additional questions or concerns.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

9/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had this problem going on since May with no result. I got a refund from *********. I did not make the purchase. It was for my sister who lives out of the country. I wasnt able to provide documentation of purchase. My sister could not find the receipts. She did not want a gift card from ********* so she ask to borrow my account. I lend it to her and Net spend has kept it. i have told them repeately to refund the money back to ********** and they will send me a gift card. I am not asking for so much. In the meantime my account has been blocked for any activity or charges. I just want Netspend to send the refund back of $800 back to ********** and ********** will send my sister a gift card. I hope this can get resolved soon. This has been going on since May and no one from Netspend has contacted me about this money. Thank you.

Desired Settlement: I just want Net Spend to refund the $800 back to *********. ASAP. Not waiting 2 weeks. This has been going on since May. Thank you.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. He states ********* credited his NetSpend card for a purchase his sister made because she did not want a store credit. The credit resulted in his account being blocked.

Visa Card usage guidelines do not support accepting refund credits without a corresponding purchase. The Visa Card Merchant Processing Rules specifically state:

"If a Visa Card was used, the Merchant may not provide a price adjustment by cash, check, or any means other than a credit to the same Card Account used to make the purchase (or a Card reissued by the same Issuer to the same Cardholder)."

To comply with these guidelines, merchants are supposed to initiate refunds in the same manner the original payments were received. To remain in accordance with this guideline and help with the prevention of fraud and money laundering, NetSpend’s system is designed to temporarily hold an account when a refund is received to a card without a corresponding purchase made from the same account until the original purchase can be confirmed.

On May 26, 2014 ********* credited $820.63 to Mr. ****’s card. Since there was no corresponding debit from this merchant, his account has been blocked until the refund is reversed. This can be done either by the merchant reversing the refund or by submitting a letter of indemnity to have a check mailed to them. The indemnity letter should include the following:


? Company Name/Logo
? Company Address (No PO Boxes)
? Effective Date
? Cardholder’s Name
? Account Number
? Amount
? Return Reason with hold harmless (indemnity) clause
? Contact Person Name, Information and Signature


It can be mailed to:

NetSpend Fraud Department
** *** **** ******* ** *****

We’ve contacted Mr. ****, and informed him of these options. Should he have any additional questions he can reach us at the toll free number, ###-###-####.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

9/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I withdrew money at a atm and the atm did not give me the money and they took my money out of my account

Desired Settlement: I just want my money back for my bills

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. She mentions the ATM did not dispense cash but it was deducted from her NetSpend Card.

On August 29, 2014 Ms. ******* called to inform us the ATM did not dispense cash. Under the terms of the Netspend Cardholder agreement which are written in alignment with Regulation E of the Electronic Funds Transfer Act, Netspend may request written documentation of an error and must work to complete an investigation of the error within ten business days. If Netspend is unable to complete this investigation, but has receved written notice from the cardholder, then it must provide a temporary credit to the account until the investigation can be completed.

When Ms. ******* called to report the error, we requested for her to email or fax the receipt and a written explanation of what happened. We did not receive any written documentation from Ms. ******* so we did not provide a temporary credit for the account on the tenth business day. While we have already filed a charge back claim against the owner of the ATM, under Visa operating rules, the owner has 45 days to provide a response which is November 5th. By November 6, we would be able to correct the error if the claim is successful.

NetSpend called Ms. ******* and sent an email to the contact information provided in the BBB complaint on September 19th. She has since emailed us a copy of the receipt and the receipt was forwarded to the dispute analyst for review, unfortunately the receipt was in poor condition and did not display all the pertinent information so we are still unable to resolve the claim.

We understand the process can be frustrating but we sincerely appreciate her patience as we work to recover her funds. Should she have any additional questions she can reach us at the toll free number, ***************

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

9/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 9/18/14, I received a prepaid debit card in the mail that I did not apply for. I immediately called the number on the back to ask that my information be taken out of the system and NetSpend not contact me again. The representative on the phone refused to comply with my request.

Desired Settlement: Take all my information out of the system and do no impact my credit history with this fraudulent card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. She mentions receiving a prepaid debit card offer that was not order. She states that when she called customer service, the agent she spoke with refused to comply with her request to block the card and remove her information from our system.

NetSpend works with many partners to offer consumers throughout the U.S. the benefits of our prepaid debit card. Some partners provide us with the names and addresses of customers who have consented to have their contact information shared with companies like NetSpend. In addition, NetSpend has relationships with website operators where visitors can opt-in to receive the card in response to our advertisement.
We regret the inconvenience that Ms. ******* experienced while attempting to block the unsolicited debit card. We were able to locate and void the card she received based on the details provided. We’ve also removed her from our mailing list. We will review the calls associated with Ms. *******’s unsolicited card, and implement appropriate actions with the representative that she spoke with, if necessary. We appreciate Ms. ******* notifying us of this issue, and will remain available to speak with her should she contact us.

Thank you,


***** ** ********
Customer Response Team Analyst
NetSpend Corporation

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. Thank you.

Regards,

**** *******

9/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For THE SECOND TIME IN LESS THAN A YEAR I have been the victim of a security breech. Yesterday 9/22/2014 another thief somehow copied my card again. This time instead of a **** ** *** someone bought food in my city of ******* while I sat at home. I got the alert that my card had been used at a ****** here in *******. I have mobile alerts set on my phone so that I am notified whenever transactions occur. I called the company and yet again I'm supposed to fax somehubf saying it wasn't me and to contact the merchant. Problem is what am I supposed to fax that I haven't already told thia company. This is the second time less than a year they failed to secure my card I shouldn't have to fax anything. I did that the first time only to have the claim denied and had to file a complaint.

Desired Settlement: The first time I only wanted my money back that was taken from me in January that I didn't get back until April or may which is ridiculous. I want that $7 and change reversed, I want the $15 overdraft fee reversed and I want my initial overdraft and negative balance reversed for my inconvenience. I was aware that I was in the negative by $27 dollars and was going to put money on my card to cover it but now I'm not doing that. This is the second time this company has failed me in less than a years times. I want my account with netspend brought to a zero balance that is what u want and feel its not too much to ask after once again my privacy has been anything but private. To be clear I want all negative reporting to be brought to zero and in good standing that's it. I don't want another card and my a