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BBB Accredited Business since

NetSpend Corporation

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Phone: (866) 387-7363 View Additional Phone Numbers PO Box 2136, Austin, TX 78768 http://www.mycontrolcard.com View Additional Web Addresses



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Description

Reloadable prepaid cards and related  financial services


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.

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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:

  • 2875 complaint(s) filed against business

Factors that raised the rating for NetSpend Corporation include:

  • Length of time business has been operating
  • Response to 2875 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

2875 complaints closed with BBB in last 3 years | 984 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 279
Billing/Collection Issues 680
Delivery Issues 218
Guarantee/Warranty Issues 26
Problems with Product/Service 1672
Total Closed Complaints 2875

Customer Reviews Summary Read customer reviews

182 Customer Reviews on NetSpend Corporation
Customer Experience Total Customer Reviews
Positive Experience 64
Neutral Experience 10
Negative Experience 108
Total Customer Reviews 182

Additional Information

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 Anh Vazquez, Executive Vice President Ms. Lisa Henken, Vice President of Customer Experience Mr. Roger Kidwell, Senior Vice President of Operations Mr. Russ Metcalf, Vice President Customer Service
Contact Information
Principal: Mr. Chuck Harris, President
Principal: Anh Vazquez, Executive Vice President
Business Category

Prepaid Debit/Credit Cards

Products & Services

NetSpend Corporation sells the following brand(s): Control Prepaid Debit MasterCard, NetSpend Prepaid Debit MasterCard, NetSpend Prepaid Visa Debit Card

NetSpend Corporation offers the following product(s): Control Prepaid Debit MasterCard, NetSpend Prepaid Debit MasterCard, NetSpend Prepaid Visa Debit Card

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

  • THIS LOCATION IS NOT BBB ACCREDITED

    1626 Missouri Ave N

    Largo, FL 33770

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did not sign up for services through NetSpend but started receiving text messages everyday regarding their services. When I went to text STOP, my phone indicated I might incur charges for the message. So I went to find a way to stop it online, no luck. So I went to call and the automated message tells me their line is full and they will call me back. So I emailed to ask them to stop. With some back and forth the convinced me to text STOP to stop the service but I shortly received another message. Emailed them again and now they are asking me to call them. It is possible that someone gave them my phone number but that would indicate they do not validate phone numbers and instead just start texting people with no affiliation with their company.

Desired Settlement: For them to leave me alone and remove my phone number from their texting services.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Mr. ******** states that he‘s receiving text messages from NetSpend and is requesting his phone number to be removed from our system.

On July 27, 2015, we attempted to contact Mr. ******** by telephone and email, and left him a voicemail advising that his phone number wasn’t located in our system. We also tried locating his e-mail, but was unable to find an account associated with his information. When he returns our call, we will obtain additional information so that we can further research where the daily messages are coming from.

NetSpend regrets any inconvenience Mr. ******** experienced as a result of the text messages that he’s receiving. We have provided him 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:

I never signed up for your service in the first place so there is no account information associated with my name, you just started sending me text messages out of the blue. These messages appear to have stopped on their own so please stop trying to contact me. The goal from message one has been to get NetSpend to stop contacting me.

Regards,

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

7/27/2015 Problems with Product/Service
7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My money was stolen in april of 2015. Netspend closed my accounts and will not help me resolve the issue. They owe me $2900. This is not the first time this has happened. I have been emailing and calling just to be ignored. They sent me a$3.00 check and a letter but when I read the letter I found the lies. I also found out that they were sending important account information to someone else cellular device.

Desired Settlement: I want my money from netspend. Then I want to be done with them forever.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that she did not receive the money for her disputed transactions in April and that NetSpend closed her account. She wants her money refunded.

On April 18, 2015, Ms. ****** called to file a disputes claim because her card was compromised. We informed her that we would issue an update on the claim in ten business days, April 28th. On the tenth business day, we closed the disputes claim as no error found on the transactions. We sent Ms. ****** a disputes closure letter. Our Risk Department determined the account activity to be unacceptable and we closed Ms. ******’s account. We sent her the documents used to make our decision May 7th.

NetSpend regrets the inconvenience that Ms. ****** experienced with her disputes claim. We have provided her our 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: I read The letter that they sent me. The letter was fullbof errors on their side. The letter proves they compromised my account my sending my information to a phone that I do not own. They said the transaction were made in ********** iowa, where I reside. Someone here could have stolen my card or account nformation. The stores that the peeson went to ha been on my account before because I live in a small town where everyone shops in the same places. Netspend tried to lose all contact with me. Whenever I call I cannot get through. When I was able to contact them they keep me on hold for 20-30 minutes before they come back to the phone and rush me off and pretending not to understand and leaving a message for someone to better assist me. Sometimes they just said," Oh, Im sorry but your account was closed due to risky activity. Is there anything else I can help you with and have a nice day." This also the letter I sent them : To whom it may concern,I have been denied my dispute claim;Claim Number:************ Date:04/18/2015Account Nunmber:********** I disagree with you guys because,1. You said pin number was not changed prior to unauthorized charges but my pin number has never changed with you guys. I have been with net spend for years and I have always kept my password (1994) for my birth year because it is easier to remember. Maybe you guys should dig deeper.2. You guys said the online account was set up during the timeframe of the unauthorized transactions. I set the account up a few days before I thought the money would be coming. I don’t have much internet access so how would I have been able to keep up with my money if someone was stealing it. I weigh 300 pounds and stand 5 foot 3 inches tall. I have to walk all the way downtown from where I live on the Southside. Let’s be honest, how often do you think I would be walking that far.3. 3. You guys claim that the phone number used to call and open the dispute is the same one that called and checked the card balance. Yet you guys know and I am sure have on file that I do not have a phone. I use other people cell phones briefly everyday.4. 4. You guys say there has been previous history with some of the merchants. Of course there have I LIVE IN A SMALL TOWN AND HAVE NO TRANSPORTATION AND THERE ARE VERY LIMITED OPTIONS TO SHOP SO EVERYONE HERE IN THE SMALL TOWN OF ********** IOWA SHOPS IN THE SAME PLACES!5. You guys say that the transactions took place in the same city of the residence that is on the account. When they built one house they didn’t stop for me there are other people who live in this town that does taxes.6. You guys say per transaction activity alerts has been set up since 02/16/15. Like I have said before, how would I even get the alerts when I don’t have a phone and you guys knew I didn’t have a phone. Which leads me to believe you were sending my private information to someone else’s phone and putting me in jeopardy. Lastly I would like to say net spend has given me nothing but problems since day one . I feel that all of you are incompetent. You are trying to hoax me out of my hard earn money because of mistakes you guys have made there. I want all of my money back immediately! You guys should be ashamed for putting me through all of this. On top of it all you close my account and I have another direct deposit coming in from the state any day now and I can not change my direct deposit numbers. You guys wouldn’t even explain the situation to me over the phone or speak to a supervisor you guys brushed me off and sent a letter. Ever since I have been with net spend I have been a valued customer and this is how you treat me. You guys sent me letters a new cards telling me how great of a customer I was yourself.
Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******** ******. Ms. ****** states that she does not agree with the letter she received from the Disputes Department. She wants the disputed funds refunded to her.

As we stated in our previous response, Ms. ******’s disputes claim was closed with no error found. We understand that she does not agree with the reasoning behind our decision. The disputes claim remains closed. Our Risk Department determined the account activity to be unacceptable and we closed Ms. ******’s account. We recommend that she report this misuse of her card to the authorities. The police should be able to assist her in trying to catch the person that used her card.

NetSpend regrets the inconvenience that Ms. ****** experienced with her disputes claim. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 11 2015 I purchased a NetSpend Reload it package from my local Safeway store in the amount of $110. Within 24 hours of that purchase I called back and requested a refund because of a fraudulent situation. NetSpend told me to buy a Reload it card in the store and they would transfer the money to it. I did as requested and when I called to have the $110 put on the Reload it card I was told that a check was already in the process of being sent to me and the check would take about 30 days for me to receive. I said that was fine and verified the ReLoad it number from the packet as well as my address and phone number. Then I waited a few weeks and called again to see how much longer I had to wait for my check. I was told by a representative that it would be another few weeks and I advised them that if I did not receive my check in the mail by July 11th I would be calling them back. Today is July 11th and no money has been sent to me and now I am told I have to show receipt of purchase to NetSpend. This information was not previously told to me in my previous conversations with NetSpend and since their calls are "recorded for quality and training purposes" they should be able to pull up my previous conversations and know that up until today when I called I was not informed I needed to send them my receipt. Personally I think they are just a fraudulent company and do not intend to send my money to me.

Desired Settlement: I want my $110 sent to me either on my NetSpend card or by check because I feel like I was ripped off and their company is fraud!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *********** *******.  Mr. ******* states that when he attempted to redeem the reload packs that he purchased, the funds were already loaded onto another card.  He’s requesting to be refunded the $110.00 that he loaded onto the Reload Packs.  

Reload Packs are considered same as cash.  It can only be redeemed to a NetSpend card with the numbers underneath the scratch off section.  In order for NetSpend to research the Reload Pack, we will need a copy of the front and back of the card.  We also need a copy of the purchase receipts to confirm Mr. *******’s ownership of the packs in question.  On July 17, 2015, we attempted to reach Mr. ******* by telephone and email  and will await his response.

NetSpend regrets the inconvenience that Mr. ******* experienced while redeeming the Reload Packs.  We have provided him with our contact information should he have any additional questions or concerns.  


Thank you,

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

7/27/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ** ******* ****** *** I was working with Alpine Self Storage, managed by Stone Mark Management, Stone Mark Management deposit my salary for the month of February of a part time I had working at Alpine self storage in the Ski Light Financial company and when I wanted to activate my account I did not have enough time to activate my account according to sky light financial , and until today for unknown reasons still do not receive my money

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****** *******.  Mr. ******* states that he did not receive his refund checks from his closed Skylight account.  He wants the funds placed on his account.
 
On July 17, 2015, we spoke with Mr. ******* concerning his check.  We mailed three checks to the address on the account, but he did not receive them.  We confirmed his PO Box address and will mail a check for his remaining funds on July 24th.  

NetSpend regrets the inconvenience Mr. ******* experienced while waiting on his refund check.  We have provided him our contact information should he have any additional questions or concerns.  

Thank you,

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

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Well I had reported about some transactions that was done on my netspend card that I did not do, I did let them know about them like I'm suppose to as well as Google play where the transactions was to from my phone my kids play on my phone and I do let others use it, however there is a pin sit that as to be entered to make purchases no one knows it unless they seen me before without me knowing. Google play did reimbursed my card the thing is I keep getting ahold of customers service at netspend by email because they was never getting back to me so they took it upon their self to block my card and said they emailed me stateing that my card was blocked, I never received one email from them telling me that for one for two I was on the phone with customer service all day on 07/10 about my card seeing why I was unable to use it no one said one thing to me about it been blocked. So I tried it at McDonald's last night did not work when I had cash on it so I called this morning only to find out it was a block on my card I could no longer use it I would now need a replacement card. My fiance as two netspend cards try to transfer funds on both of them the activation for them both was been rejected and didn't state why so I happen to find one in my name that came in the mail yesterday and that one apparently didn't have I guess transfer fund on it so I have no choice but to wait for a replacement card 7-10 days when I use my card for everything and NEVER asked for it to be blocked. I have kids and bills I really need my money. Then I have a charge on a fee for $9.95 that I did not sign up for a manger told me she would refund the $9.95, however tells me she will charge me a $1.00 for every transactions made when there are no transactions done they was all cancelled so how can I be charge a $1.00 if I do not have any. I feel this is wrong I should have been notified and I should not be charged a $1.00 and I honestly believe I do deserve a full refund for been lied to, the hassle as well as no proper notifaction of my card been blocked. ********* **

Desired Settlement: Hoping for a full refund of money

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* **********.  Ms. ********** states that she received credits from Google, but her account was blocked afterwards.  She wants to access the full refund on her card.  

Our Risk Management Department regularly monitors our cardholder's accounts in efforts to prevent compromising activity, or unacceptable account usage. Risk factors were identified that led to the blocking of Ms. **********’s account on June 30, 2015.  We lifted the block the next day after review of the account transactions.  

NetSpend will post the credits from Google as soon as they are received.  However, when a credit posts to the account, our system will look for a corresponding debit of the initial transaction.  If the corresponding debit of a credit transaction cannot be located in the transaction history, a block may be placed on the account for further review of the transaction.  We conveyed this information to Ms. ********** in an email.    

NetSpend regrets the inconvenience that Ms. ********** experienced as a result of the block on her account.  She has been given my contact information should she have any further questions or concerns. 


Thank you,

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

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had my paycheck direct deposit into my netspend account. I received my pay stub saying it was deposited but no money was posted.I called customer service and they were rude and said they didn't know what happened to my. Money.Also I asked to speak to the supervisor and wasn't allowed to.Then the representative said it would be there today.something isn't right I need my money now!

Desired Settlement: I want my money that I worked hard for

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Mr. ***** states that he had his paycheck sent to the NetSpend card, but it did not post. He wants his money that he worked hard for.

On July 16, 2015, we attempted to contact Mr. ***** by telephone and email. NetSpend receives direct deposits by Automated Clearing House (ACH). This method uses the account and routing numbers to send the funds to the designated recipient. We sent Mr. ***** a copy of the necessary direct deposit information on July 10th. No direct deposits have been presented for posting to his account.

NetSpend regrets the inconvenience Mr. ***** experienced while waiting for his direct deposit. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A purchase was made on my net spend debit card that I did not authorize in the amount of 192.14. I contacted net Spend and they opened a claim. The purchase was made at a Best Buy store. I believe at some point the card numbers were stolen. I contacted best Buy and they were unable to find any purchase that matched the amount and time of the alleged purchase. Best buy stated that Net Spend would need to contact them to have money refunded. I've spoken to Best Buy several times and no one from Net Spend has even contacted them about this situation. I received notice from Net Spend that they will not be refunding my money. This is in violation of their policy that any fraudulent purchases will be refunded. Net Spend or Best Buy are able to provide a copy of the signature sheet so that I can prove I did not sign for this purchase.

Desired Settlement: I would like a refund for the amount of 192.14 as I did not make these purchases.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that she disputed a transaction at Bed Bath and Beyond, but NetSpend will not refund the money. She wants a refund because she did not make the purchase.

On July 16, 2015, we spoke with Ms. ****** about her closed disputes claim. We did not receive a letter of disputes explaining the reason why she filed a claim against the charge from Bed Bath and Beyond for $192.17. She was at work at the time of the transaction and the card was in her possession. She will email the letter and we will review it pertaining to the disputes claim against the merchant.

NetSpend regrets the inconvenience Ms. ****** experienced with the results of her disputes claim. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was given so much conflicting information regarding a dispute I put in and the new card they were supposed to mail to me that when I was finally given an apology over the phone and promised and expedited card. Also, just to reach the supervisor who did that, I had to call three times. Twice, an employee who would only identify himself as "****" put me into a loop where I had to keep inputting information over and over again and then hung up on after nearly thirty minutes. Then, when I called to check on the tracking number for the expedited card, I was put on hold AGAIN and am CURRENTLY on hold and have been for over 40 minutes. I also emailed and received an email saying they did NOT expedite the card. This place is a night mare and MasterCard should find out

Desired Settlement: I WANT MY NEW CARD OVERNIGHTED TO ME TODAY. I WANT A WRITTEN ACKNOWLEDGEMENT OF THE ERROR AND AN APOLOGY I WANT THEM TO BE INVESTIGATED FOR ABUSING PEOPLE WHO CALL TO HAVE NETSPEND'S MISTAKES CORRECTED

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Mr. ***** states that he was given conflicting information regarding his disputes claim. He wants a new card, a written acknowledgement of the error, and an investigation about abuse of people calling the company.

We will investigate Mr. *****’ report of conflicting information and an agent placing him back into the queue. We train our representatives to be courteous and informative. Rest assured we will coach agents where applicable.

On July 4, 2015, Mr. ***** disputed four transactions through the NetSpend website. The card automatically blocked due to his report of unauthorized charges. The disputes claim will normally update within ten business days, July 20th. Mr. ***** called on July 7th to order a replacement card. That card was received and activated six days later, July 13th. Two days after the card activation, a provisional credit was issued for his disputes claim. No further action will be required when the claim finalizes in 45 – 90 days, as long as the disputes decision is in his favor, since he has already received his funds.

NetSpend understands the disputes process is lengthy. We appreciate Mr. *****’ patience as we attempt to retrieve his funds. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

7/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: PAYPAL CARD WAS STOLEN ON 7/7 REPORTED IMMEDIATELY AND AFTER AN HOUR ON PHONE REP TOLD ME SHE WAS EXPEDIATING ME A NEW CARD AND I WOULD HAVE NEXT DAY VIA UPS (AT A CHARGE OF $25) 7/8 NO CARD I CALLED AND ASKED FOR TRACKING NUMBER AFTER 3 HOURS ON PHONE WAS FINALLY TOLD THAT IT WASNT PROCESSED ON 7/7 BECAUSE IT WAS 4 PM WHEN THEY FINALLY ORDERED IT BUT IT WAS SHIPPED AND I WOULD REVCIEVE ON 7/9 7/9 NO CARD AFTER OVER A HOUR AM TOLD STILL NOT SHIPPED ASKED THEM TO RETURN MY MONEY BACK TO MY REGULAR PAYPAL ACCOUNT AN TOLD TO SIMPLY INPUT MY CARD NUMBER IN PAYPAL AND THEY WILL TRANSFER IT THIS IS THE SAME SUPERVISOR WHO JUST TOLD ME IT STILL ISNT MAILED NOW HOW CAN I INPUT A CARD NUMBER THAT THEY REFUSE TO GIVE ME. THEY ARE HOLDING MY MONEY WITHOUT MY PERMISSION THE APPARENTLY REFUSE TO SEND ME A CARD OR RETURN MY MONEY MY BALANCE IS OVER $269.00

Desired Settlement: I EXPECT MY MONEY RETURNED IMMEDIATELY

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Ms. ******* states that her card was not delivered the next day as promised for a $25 fee. She wants her money returned immediately.

On July 7, 2015, Ms. ******* blocked her card as stolen through the website. She called to get a card rushed to her at a cost of $25. The card was ordered with a regular 7 – 10 business day delivery. Ms. ******* received the card in 7 days. No expedite fee was charged for the card order.

NetSpend regrets the inconvenience Ms. ******* experienced while waiting on her card to be delivered. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Visa prepaid debit card on 7/8/15 with an amount loaded on it for $15. To purchase this card which it was purchased at Walmart in New Jersey there was a fee of $3.95. totaling $18.95. paid cash. I purchased two. Totaling $37.90 broken down amount is $15 loaded on each card with $3.95 fee on each card..total amount $37.90 .. I did not activate the cards as I need a REFUND for both cards. They were purchased by mistake. I would like a refund for the total amount $37.90. Walmart CANNOT refund me as their machine/computer system does not allow it. I called the 800 phone number listed on the back of the package of the card through netSpend and they stated they cannot refund me as well! I paid CASH for these cards and would like my cash back totaling $37.90.

Desired Settlement: would like MY Cash back as I purchased cards with MY CASH.. $37.90 total.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Ms. ***** states that she purchased two cards by mistake and the store would not give her a refund.

On July 16, 2015, we spoke with Ms. ***** about the cards she purchased by mistake. We explained that the store where she made the purchase could not verify the balance of the cards, so they would ask her to call NetSpend. Since she does not want to use the cards, we refunded the purchase price and processed checks to her address. She will receive her total funds in 20 business days.

NetSpend regrets the inconvenience Ms. ***** experienced with the card purchase. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 6th ordered a new card and after 3 weeks finally received a new card and went to activate it to have my direct deposits transferred to the new card found out my account was locked frozen and they couldn't do anything they said so the president ***** ****** sent out a chk for $10 that was my two paychecks and it has yet to show up. He will not give me a tracking # to track it by ups which he says is how he sent it. Now when I call he is unavailable. Meanwhile I need my money my bills are due and just would like my money. I'm going in circles with no help from anyone.

Desired Settlement: I would like my money returned to me as soon as possible.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. Mr. ******* states that he is looking for two paychecks that have not showed up on his new card. He wants his money returned as soon as possible.

On July 9, 2015, a member of the Customer Response Team spoke with Mr. ******* about his account deposits. We explained that a cash deposit was made on May 11th. No direct deposits have been presented for posting on the account. We followed up with Mr. ******* on July 16th, and he informed us that his problem has been resolved.

NetSpend regrets the inconvenience Mr. ******* experienced while waiting on his direct deposit. Should he have any additional questions or concerns, he can call toll free ***************


Thank you,

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

7/27/2015 Problems with Product/Service
7/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled an online order I made using this debit card and it has been cancelled since June 29 2015 and Netspend refuses to give me back my money. The customer service was very unhelpful. It is my money and when I told the purchase was cancelled they should have release any hold on my money. I account this as outright theft and I will contact any authorities. The employees involved were *******

Desired Settlement: I want my money back

Business Response: To Whom It May Concern:

We received complaint # ******** with your office by ****** *******.  Mr. ******* mentions that there is a pending transaction on his account, and he was asked to fax in documentation for the funds to be released back into his account. He’s requesting access to his funds.

On July 14, 2014 we were able to verify that the transaction was cancelled from the merchant Lenovo Group. Upon verification, the funds were released back into Mr. *******’s account. I spoke with Mr. ******* on July 21st and he confirmed that his concerns were resolved.

NetSpend regrets the inconvenience Mr. ******* experienced while waiting for the pending funds to be released back into his account.  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


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

I am rejecting this response because: The way I was treated by Netspends customer service was inexcusable and there has been no indication that anything will be done about this. My funds may have been released back to me but that still does not resolve the treatment issues.

Regards,

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

7/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a Master Card prepaid card in the mail as advertising. I did not request one of these cards, nor would I ever wish to use one. I believe that this advertising practice is potentially predatory and a potential risk of identity fraud, given the fact that the card has an actual individualized account number, my name, and an active magnetic strip. In my case the card and advertising materials will be shredded, but others may not do so. I am also contacting the company directly concerning their advertising practices.

Business Response:

To Whom It May Concern:
 
We received complaint # ******** filed with your office by ***** ******. Mr. ****** states that he received an unsolicited NetSpend Card.  He states he does not appreciate the marketing measures of the card offer.
 
NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card. 
 
On July 23, 2015, we reached out to Mr. ****** by email to confirm the closing of his account and provide some information on how the card offer was obtained. We have since removed his information from our records and closed out the card offer.
 
We regret any inconvenience Mr. ****** experienced as a result of this card offer.  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

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,

***** ******

7/24/2015 Problems with Product/Service
7/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom this may concern: My name ***** *****, I filing a complaint about use of my Netspend card. On 6/15/2015 someone use my card with out my permission. One of the charges was Ebuy dresses.com,and the date that netspend gave was on the 6/15/15 and the price was for $231.81 and the next one was IMVU for $9.99 and the date 6/15/15 and the other was for $66.00 and the date was 6/15/15. But the one for $82.16 was pending netspend said, so the put the 82.16 back. I would my Three Hundred and Seven dollars back. I have faxed the paper work to four times. This the fax number that the gave on 6/15/15 ###-###-####,letter fax on the 6/15/15,faxed again on 6/24/15,because they said they didn't get it. Faxed again on 6/30/15 and they said didn't get it. So on the 7/6/15 I revcieve a letter for netspend stating that I didn't provide written confirmation of my claim with in 10 business days of initiating your claim,we are unable to temporarily credit your account. Now they are say that I have to wait 45 to 90 days from the date of you initial claim. I file a police report as they told me to on the 6/15/15 with the City of ****** Police Department **** * **** ************* ***** *****. Now every thing done the way it should. So this morning I call them and the young lady that talk to her name was may gave me another number that they use which is ###-###-####. And than she told me that they had recieve the letter from the other number which is ###-###-####, I also had my manager for rental office to witiness this and she sign her name on this last fax. Please he me to get my money back,I'm a fix income and I get once a month, I'm disable. I need my money to live off of. I'm senior citizen

Desired Settlement: To have my money put back on my card. I have been with them a very long time.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Ms. ***** states that she has to wait 45 – 90 days for her disputes claim to finalize and no credit will be issued since no letter of disputes was received in ten business days. She wants her credit because she sent the fax before the 10th business day.

On July 15, 2015, we reached out to Ms. ***** by telephone and email. Our Disputes Team reviewed her claim and issued a provisional credit to her account for the unauthorized charges. No further action will be required when the clam finalizes since she has received her funds already, as long as the resolution is in her favor.

NetSpend understands the disputes process is lengthy. We appreciate Ms. *****’s patience as we attempt to retrieve her funds. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon purchasing a new Net Spend card at an ACE check cashing store, the sales clerk notified me, with just having my SS# and birth date, that I had money still available from a previous card and to call NetSpends customer service to have the money transferred to my new card. After being on hold for 20 minutes, I received an automated message saying I would be called back. When the call came, I explained my situation to the customer service my situation. He told me he could not transfer because I could not provide the card number or last deposit, and therefore unable to locate the funds. I was transferred to a supervisor per my request, who told me the same thing. I do not understand how the funds could be located with much less information could locate it but an entire corporation could not. When I explained that to the supervisor, he told me he would not explain himself further and "feel free to contact the BBB".

Desired Settlement: I would like for the $378.00 to be transferred to my new account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *****. Ms. ***** states that she received information at the ACE store about a previous account that has a balance of $378.00. She wants the balance transferred to her new card.

On July 15, 2015, we reached out to Ms. ***** by telephone and email. A search of our system shows no account using Ms. *****’s Social Security Number that has a balance of $378.00. We will give her the details once she returns our call. The ACE store sells and assists with activating the NetSpend card. In order to see the balance on an account, the ACE representative would have to swipe a card on that specific account and then the cardholder would have to enter the PIN (Personal Identification Number).

NetSpend regrets the inconvenience that Ms. ***** experienced as a result of the statement made by the ACE company cashier. Ms. ***** has been given my contact information should she have any further questions or concerns.


Thank you,

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

7/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Credit card fraud and the skylight is using the situation to impose excess fees to scam me out of money for their own gain while holding other money This is the second time my skylight paycard who is a netspend company visa card that is also the credit card my paycheck is deposited on has had fraud issues once again. this card doesn't have good security protection and doesn't offer a chip. when the card number becomes compromised the company charges you all these fees and allows the fraud transactions to process so you have no fraud protection plus they have cancelled my card and have not sent me a new card. Then when I asked them how can i receive a temporary credit because the money that has been taken fraud from me is real money since its my paycheck, they told me to complete a statement and to file a police report. then after I did that they told me sorry we cant help you get your paycheck back as a temporary credit while we investigate you will just have to wait at least 10 business days and someone will contact you for more information. Meanwhile when my employer tried to pull back my next check from being auto deposited they stopped that from happening and said they were holding that deposit and wont let them return that check because my account was negative. The reason my account is negative is because of the fraud, this is the reason why my employer resended the direct deposit but Skylight charged me a 25.00 overdraft fee for that. When I called skylight and asked them to send my paycheck back to my employer they said no. When i asked them to temporary credit my account they said no. When I asked them to refund the fees they said no.

Desired Settlement: like any other respectable financial credit card/financial institution would do: credit my account the loss amount that was taken, plus all fee imposed, release my back to my employer their check that they requested to be returned and send me another credit card fedex that i requested on 6/24/2015 that still has not come.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. Ms. ****** states that her card was used fraudulently and she incurred fees that were not refunded. She wants to receive credit for disputed transactions, the fees that resulted from the charges, and a replacement card.

On July 15, 2015, we reached out to Ms. ****** by telephone and email. She disputed transactions as fraudulent on June 25th. We informed her that the disputes claim would be updated in ten business days, July 9th. Her disputed charges and the fees that resulted from the fraudulent activity have been credited to her account on the tenth business day. The card order from June 24th has not been activated, so we have rushed a second card to her address. She will receive this replacement card in 1 – 2 days.

NetSpend regrets the inconvenience that Ms. ****** experienced due to the fraudulent activity on her card. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

7/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the PayPal reloadable card 7-11. When I went to activate the card the representative said she could not activate the card as it was associated with NetSpend. Apparently someone tried to commit fraud by attempting to get a Netspend card under my name several years ago. I do not owe NetSpend any money yet they will not service me. I'm not that concerned about that issue, however I am very angry that that the PayPal representative said that they would send a check to return my money in 20 business days. That was my only means to pay for my storage unit. Now I have no way to pay my account and I run the risk of losing my belongings in storage. Would you please help me?

Desired Settlement: I want my 200.00 dollars returned in 3 business days. I want the price of the card returned as well. $4.95

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that her card was blocked due to fraud on a prior account. She wants the funds she loaded to the card plus the price to purchase the card.

On July 14, 2015, we spoke with Ms. ****** concerning her recent card purchase. We informed her that NetSpend manages the PayPal Prepaid MasterCard. We explained that she is no longer eligible for NetSpend services. Her check for $200.00 will be mailed to her address on July 17th.

NetSpend regrets the inconvenience that Ms. ****** experienced while attempting to activate her card. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

7/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started a dispute on 6/4/2015 with Netspend regarding charges that were fraudulently done on my account. I have been getting the run around with Netspend trying to get the credit back on the account regarding the disputes. Then calling in you cant speak with the right department and they place you on hold for more than an hour at a time. This is not professional at all. They have not worked with me at all to try to resolve this dispute.

Desired Settlement: all I would like is the money credited back to my account.

Business Response: To Whom It May Concern:

We received complaint # ********* filed with your office by ******* ******. Ms. ****** states that she disputed fraudulent transactions on her account and she can’t get the right department to get the credit put back. She would like the credit put back on her account.

On June 4, 2015, Ms. ****** disputed eleven transactions on her account as fraudulent. We informed her that the disputes claim would be updated within ten business days, June 18th. On the tenth business day, we requested information from Ms. ****** about the disputed items. We had not received a letter of disputes explaining why the transactions were being disputed as fraudulent. No provisional credit was issued without the letter from her. We closed the disputes claim on July 9th issuing a full credit for the disputed items.

NetSpend understands the disputes process is lengthy. We appreciate Ms. ******’ patience as we attempt to retrieve her funds. We have provided Ms. ****** our contact information should she have any additional questions or concerns.


Thank you,

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

7/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 25th. I used an atm on east **** ****** ** ********.At which point the atm did not disperse any money. I called customer service who assisted in filing a claim. However this claim would not be settled until the 13th of july. This practice has caused me to incur a $100 late fee because my rent was not completely paid. My claim number is **********

Desired Settlement: I would like to have mioney hold lifted and be reimbursed for additional late fee from transaction error

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Mr. ***** states that he disputed an ATM transaction but the claim will not be settled until July 13th, causing him to incur a $100 late fee. He wants his funds refunded and the late fees reimbursed.

On June 26, 2015, Mr. ***** called to dispute an ATM transaction for $100.00 as non-dispense of funds. We informed him the disputes claim would be updated within ten business days, July 10th. On the tenth business day, we issued a provisional credit for $100.00 plus the ATM fees. The dispute claim will finalize in 45 days. Since he has received his funds, no further actions will be required as long as the claim is successful.

NetSpend understands the disputes process is lengthy. We appreciate Mr. *****’ patience as we attempt to retrieve his funds. We have provided Mr. ***** our contact information should he have any additional questions or concerns.


Thank you,

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

7/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I reported my prepaid card stolen at least 3 times since I have opened the account in 2014. I also reported to the company that I need some kind of security measures put in place because I am a victim of Identity theft and someone is activating my card and wiping out my account without my permission. The customer service department basically read me a script and transferred me for department to department without any solution. The only solution I had was to close the account permenantly because they stated that they can not prevent my account from fraud if the person has all my information. Yet when I asked to change my address they went through all kinds of security measures. I question there professionalism and the fact that they refused to send my card using another method or at least registered mail so that I can sign for it. I felt that they completely compromised my information freely and as a result I was a victim of identity theft.

Desired Settlement: I want to be refunded the money that was stolen out of my account. I want the check sent registered mail so that it will not be stolen out of the mail box. I also want a written apology from the company for their poor customer service practices.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* states that her account was compromised 3 times and she requested additional security features to be in place to prevent additional compromise. She feels that NetSpend compromised her information. Ms. ******* is requesting to be refunded for the funds that were stolen from her account, as well as a written apology concerning the customer service that she received.  

On July 17, 2015, we spoke with Ms. ******* and confirmed that she contacted the FTC for assistance with the identity theft.  The FTC will assist her with reporting this information to the credit bureaus and the police.  We also assisted her with the two disputes claims that she filed for the fraudulent transactions.  A provisional credit was issued for the first claim and we are sending her a refund check for the disputed amount on July 24th.  She will receive an update for her second disputes claim on July 27th, and at that time our Disputes Department will determine if she’s eligible for a provisional credit.  We’ve provided Ms. ******* with the instructions to send her letter of dispute for the second claim so that it will aid with the investigation of her claim.  

We apologize for the customer service that was provided to Ms. *******. We do not condone poor customer service at NetSpend, and will certainly review the recorded calls that recently took place. We will take the appropriate actions if necessary after the calls are reviewed.

NetSpend regrets the inconvenience that Ms. ******* experienced as a result of the compromises to her account.  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,

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

7/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a debit card thru net spend.. My account was closed without any notice . I have been calling them and I keep getting put out to a further date which started on June 11th and as u see its almost July 11th. This is how I pay my bills. It's Thursday July 9th. And I still have not received nothing but further dates I have late fees and all sorts of stuff because of this situations. Thanks sincerely .****** ******

Desired Settlement: I would like my money and extra for the late fees they have caused me, with this bug inconvenience.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******* *** *****s states that his account was closed June 11, 2015, without reason, but he has not received his check for the remaining funds. He wants his money and the late fees returned.

Our Compliance Department, in conjunction with Risk Management, regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. That department identified risk factors that led to the closing of *** *****s’ account on June 9, 2015. We mailed him a check for the remaining funds on June 11th. *** *****s notified us that he did not receive the check on July 8th. We are researching the check now to see if it can be reissued. We will keep *** *****s informed of our progress.

NetSpend regrets the inconvenience *** *****s experienced while waiting on his check. We have provided him 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,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Previously filed complaint ID ******** is still UNRESOLVED. I had a NetSpend prepaid debit card account (issued by Metabank). My federal disability payments were direct deposited to it for many years. On January 30, 2015 my account's security was breached and my entire social security benefits payment was transferred out of my account, without any consent or knowledge on my behalf. The amount was $1237.00. On February 4th, 2015, as instructed by NetSpend, I submitted an Unauthorized Use Affidavit Reference # **********, to Ace Corporate Headquarters, signed and notarized. The Unauthorized Use Affidavit included police report case number *******. For the next 6-8 weeks, NetSpend continually told me that they closed my compromised account and sent the entirety of my stolen funds, $1237.00 back to the Social Security Administration, but each electronic trace that Social Security Administration issued to locate this payment from NetSpend/Metabank failed to turn up anything. On April 21, 2015 ****** ******** from NetSpend contacted me regarding my prior BBB complaint ID ********. She assured me that the $1237.00 was confirmed to have been received by Social Security Administration and I just needed to go show my bank statement/history and collect my funds from them now. ****** then gave me a contact phone number to reach her at and promptly closed out my prior BBB complaint as 'resolved'. However, when I did go into the Social Security Administration Bldg they did not find any electronic trace or payment from NetSpend/Metabank at all, ever. Social Security Admin alleges that my NetSpend's account history print out only confirms on February 9, 2015 that a FRAUD DEBIT of $1237.00 is stated "TO BE RETURNED TO SOC" and fails to show to show any actual follow through activity. I tried many many times to contact ****** ******** back again but the phone number she gave me is never ever answered, and I grew tired of leaving unanswered voice mails. On April 21, 2015 the Social Security Administration issued me an original hard copy statement maintaining that they have not ever received any return funds from NetSpend Corporation/Metabank and have no alleged records of any activity re: $1237.00. NetSpend/Metabank/Ace Corporate Headquarters have outright robbed a fixed income recipient of her federal DISABILITY payment, and furthermore, still refuse to rectify it. Any attempts for real resolution are met with stonewalling and eternal postponement.

Desired Settlement: This complaint can only be resolved by NetSpend/Metabank/Ace Corporate Headquarters refunding my $1237.00 to me by actual check made out to, and postal mailed to: ***** ****** **** ** ********* ** ** ********** ** **********

Business Response: To Whom It May Concern:



We received complaint # ******** filed with your office by ***** ******. Ms. ****** has stated that her BBB complaint ID ******** is not resolved because Social Security does not show a copy of the funds being returned to them. She wants the funds returned to her.

As we stated in the previous response to complaint ********, Ms. ******’ account was closed for identity theft. The funds were confirmed as being received by US Treasury / Social Security. NetSpend no longer has the funds so it is not possible for us to return the funds to her. Ms. ****** must contact the Social Security office for any refund due to her. They will confirm her identity and provide benefits to the designated individual.

NetSpend regrets any inconvenience Ms. ****** experienced as a result of the funds being returned to the sender. She will need to contact Social Security office for further information.



Thank you,

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

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

I am rejecting this response because:



Social Security Administration issued the above attached statement for BBB and NetSpend.  I am also filing with the FDIC.



Regards,

***** ******

Business Response: To Whom It May Concern:



We received a rebuttal complaint # ******** filed with your office by ***** ******. Ms. ****** has stated that she is rejecting our response and she has included a letter from the Social Security Administration that says they have no record of the funds being returned from NetSpend.

NetSpend reviewed the letter that Ms. ****** sent. It does not include a contact person or number to call for validation. We have already received confirmation that US Treasury has received the funds of $1237.00 on March 9, 2015. The check was deposited into the Federal Reserve on March 12th. We provided Ms. ****** with the check number. She has filed a separate complaint with the Office of the Comptroller of the Currency. They have received the same information and a copy of the cleared check. As is that government agency’s policy, they will share that information with Ms. ******.

We state again that NetSpend no longer has the funds from Ms. ******’ account that was closed for reasons of identity theft. We regret any inconvenience Ms. ****** experienced as a result of the funds being returned to the sender. She will need to contact the US Treasury office since her contact at Social Security is not aware of the status of the funds.  


Thank you,

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

7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: FRAUD / MISREPRESENTATION I received a gift card that I misplaced and found after a very long time. I was unable to activate the card over the phone so I called to speak with a customer service rep. The rep advised she could activate the card over the phone for me however, I needed to give her alot of personal info. I advised her I was uncomfortable giving this info for a gift card. She explained even though this was a gift, it was a debit card and in order to get the full value on the card ($100) I needed to give her the info (dob, ss#, address, security questions etc...) otherwise I would forfeit the $100. I stressed that I did not want or need an account with netpsend as I have several other bank accounts but since she said I would lose all of the money if I did not do this, I reluctantly gave her all of the info. she requested. This took over 25 minutes as she was very difficult to understand. At the end she said the account was activated however, I had one more step before I could use the $100 and that was to call back and activate a pin # . Once again, I explained that I had no intentions in using this account for anything other than a one time purchase and found no need to set up a pin. She said I had to otherwise I could not use the $100. I set up the pin and it told me I have a $0 balance. I called back again to speak with someone who said because the card was initially given to me in Aug 2013 it no longer had any monetary value. I advised that is impossible as I never activated it so it should not have a diminished value. I also advised that the 1st agent confirmed the $$$ value several times as I had specifically asked about the amount of time that lapsed and she said that was not a problem. I was initially told I could not speak with a supervisor because all were busy and no one could call me back for 6 hours, however I insisted and held on the phone for a half hour. When I spoke with supervisor Rachel Jones it was clear to me that the 1st agent had a quota to meet and fraudulently misrepresented herself and the company in order to get me to set up a new account. The supervisor refused to give me the reps name or the CEO's name so that I could file a complaint.

Desired Settlement: CREDIT TO ACCOUNT IN THE AMOUNT OF $100. THIS IS THE AMOUNT I WAS TOLD I HAD ON THE ACCOUNT IN ORDER TO TRICK ME INTO GIVING INFO THAT I EXPRESSED I DID NOT WANT TO GIVE AND TO SET UP AN ACCOUNT I DID NOT WANT.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. Ms. ****** states that she wanted to use the card she received in 2013, but she was told the balance was zero after she provided her information to activate the card. She wants the original value of the card, $100.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card account. When our cardholders open a card account, we will ask for their name, physical residential 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. Our packaging informs the buyer it is not a gift card. We also display the fees associated with the card on the outside of the package.

On July 10, 2015 we attempted to reach Ms. ****** by telephone and email. When she contacts us, we will go over the options for her to retrieve the $100 from the card. The original card from 2013 is now expired. When she activated the account on July 4, 2015, we ordered her another card.

NetSpend regrets the inconvenience that Ms. ****** experienced while trying access the funds on her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a temporary card until the permanent came in. I've tried to order it three times but it keeps getting sent back which I know my address is correct and I've received other mail. Now my card is expired and I had direct deposit go in there. One representative told me to get a new debit card, which I did, and I will be able to transfer funds..I did and had to pay an additional 3.95 fee plus the monthly fee of 7.95 which I already paid 2 weeks ago on the expired card. I called again to do the transfer and they told me wait 4 hours and it'll transfer. I waited 24 hours and nothing..I call them again and they say both cards are blocked and to wait until I get the permanent card which I don't even know is truly coming..then I call multiple times and talk to foreign people that don't understand me and keep going around in circles like a script. I ask to speak to a supervisor and the reps have told me they don't have any or I'll have to wait 6-8 business hours. They are unsympathetic and are horrible customer service.

Desired Settlement: Credit my 7.95 monthly fee and transfer my funds successfully.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Ms. ******** states that she has tried to order a permanent card three times, but it never arrives. She wants to be credited $7.95 for a monthly fee and transfer her funds to a new card she purchased.

On July 10, 2015, we spoke with Ms. ******** about the card orders she has not received. We confirmed the physical address with her. She informed us that she is not on the apartment lease, but she was contacting the US Post Office to register her name at the address. We have shipped six cards to her address and three of the cards have been returned as undeliverable. The recent card order on this account was shipped to her address on July 7th. It may reach her since she has been in contact with the post office. She also has a separate card order coming on the new account that was shipped on July 6th. We are monitoring her accounts so we can assist with other delivery options.

NetSpend regrets the inconvenience that Ms. ******** experienced with the delivery of her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an account with them and i stop working so my direct deposit had stopped and had a overdraft of 79.00$ so they put a block on my name i now i have a job i wanted my check direct deposited on my new card well they sent a text saying i had a direct deposit pending at 10:44 pm wed. Night call netspend so i did i talked to someone that friday july 3rd 2015 and they told me why it was pending which was cause of the block they had from the overdraft i had previously so i asked could they jus take the 79.00$ overdraft fee out of my deposit that was pending they said they could do that and they sent an email to department that handles block issues wit problems like this and that in 3-4 business hours that i would have block off and money on my card that was at 10:30 am that morning so around 4pm that day it still wasnt there so i called back they told me same thing they told me that moring they will send email and 3-4 business hours money should be on so at 7 it still wasn't on card so i called again they told me the same thing and still yet to have received anything til this day which is 7/5/2015 when ever they eventually put it on i will not be dealing with this company anymore very disappointed

Desired Settlement: Just want my money i got kids and bills to pay

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that her deposit was blocked from posting to the new account due to a past account with a negative balance. She wants the money from her deposit to post and we can take the money owed on the other account.

On July 13, 2015, we spoke with Ms. ******. It was an inopportune time to discuss the deposit since she was at work. We gave her our number so she could call back. We also sent her an email detailing the issue so she will be prepared on the return call. The account where Ms. ****** is attempting to receive the deposit is not under her name, so we will need to speak with the primary cardholder. When she contacts us, we will go over the criteria necessary to receive her deposits to this new account.

NetSpend regrets the inconvenience that Ms. ****** experienced with the posting of her deposits. We have provided her our 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 that her deposit was blocked from posting to the new account due to a past account with a negative balance. She wants the money from her deposit to post and we can take the money owed on the other account.

On July 13, 2015, we spoke with Ms. ******. It was an inopportune time to discuss the deposit since she was at work. We gave her our number so she could call back. We also sent her an email detailing the issue so she will be prepared on the return call. The account where Ms. ****** is attempting to receive the deposit is not under her name, so we will need to speak with the primary cardholder. When she contacts us, we will go over the criteria necessary to receive her deposits to this new account.

NetSpend regrets the inconvenience that Ms. ****** experienced with the posting of her deposits. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Daughter purchased a western union netspend prepaid card.Not knowing that she was a minor so she couldn't activate it herself. I tried to put the card in my name but they stated that her name was locked in the system & tried to get me to send her legal documents even tho she is a minor. I tried to talk with a supervisor but they claimed there wasn't one in at the time. I spoke with **** (ID#******) I told him the issue. He kept insisting I send my daughters personal information which as my right I don't want to she's a minor.Im just trying to get my daughters $111 back the card has no value to us no more.

Desired Settlement: I'm just trying to get my daughters money back.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that her daughter purchased a Western Union NetSpend card but could not activate it because she is a minor. She is trying to get her daughter’s money returned.

On July 13, 2015, we reached out to Ms. ****** by telephone and email. The NetSpend card packaging informs the buyer that the person activating the card must be at least 18 years of age. She returned the email informing us that she has already been assisted. A check is being mailed to her daughter. They will receive the check within 20 business days.

NetSpend regrets the inconvenience that Ms. ****** and her daughter experienced while trying to activate the card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

***** ** ********
Corporate Customer Response Team
NetSpend A TSYS Company
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7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or aout the first week of June 2015 Fry's Electronics refunded approxiamately $614.00 to my Netspend card. Net spend has held, delayed, lied and asked for copies of receipt's totaling 16 in all only to make a new protocol that isn't a governing LAW by any legislature on any level!!!! Just today I was told on # separate occasion's that the hold was lifted, and right back we go to step one. Net spend is the most ignominious, perfunctory groups of all time!

Desired Settlement: Please refund $614.00, and do the ominous Netthieve's a favor by seeking free prison, state of the art facilities.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Mr. ******* states that he was blocked from getting a refund and NetSpend requested a receipt. He wants the refund of $614 to post to his account.

On June 15, 2015, Mr. *******’s NetSpend card received a credit from Fry’s Electronics in the amount of $616.16. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. Our Risk Department requested a copy of the original purchase receipt for review. The invoice document that Mr. ******* sent wasn’t an acceptable document to remove the block. When he sends the original purchase receipt showing the method of payment and date of purchase from Fry’s Electronics, we will review it for removal of the block.

NetSpend regrets the inconvenience that Mr. ******* experienced when attempting to obtain his refund from Fry’s Electronics. He has my contact information should he have any further questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a reloadable debit prepaid card at Stop & Shop in ******* MA and loaded $250.00 on it. I tried to activate it online and got a message that there was a problem with the card and to call the customer service number. I called and was told there was a high call volume and to leave a number and they would call back, they did call back about an hour later (the first time). I was told that the address didnt match what they had on file. I have never done business of any kind with them before so they should have nothing on file. They wanted me to send them a copy of my photo ID, a proof of address and a copy of my social security card. Are you kidding me? I called again later and got the same message, this time it took 3 hours for them to call me back. Got the same story, I asked to speak to a supervisor and was told that all the supervisors are in a conference and there was nobody available to speak to. These calls took place on Thursday July 2, 2015. I asked my bookkeeper to call again today, she got the same message but did get a call back, she spoke to an agent and was told that the store had to get the refund. She asked to speak to a supervisor and was transferred to *****. ***** said it had to be handled by me and would not let her speak on my behalf. She asked for a direct line and extension and was told that they dont have direct lines and to just speak with any service agent that answers. I am absolutely NOT sending anybody my social security card with a photo id under any circumstances. I need this money refunded as soon as possible. This company is very difficult to deal with and in my opinion acting fraudulently

Desired Settlement: I want the $250.00 dollars refunded immediately

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Mr. ******** states that his card would not activate due to the address not matching our system. He wants the $250 refunded immediately.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card account. When our cardholders open a card account, we will ask for their name, physical residential 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 July 10, 2015 we attempted to reach Mr. ******** by telephone and email. When we tried to verify the information he provided for card activation, the address reflected a business or post mailbox. We required a physical address for the listed account information. The address provided in the BBB complaint does not match the one given for card activation. We await his return call so we can go over the options for him to receive his funds.

NetSpend regrets the inconvenience that Mr. ******** experienced while trying to activate his card. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

7/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: card number purchased on 6/20/15 for $100.00 *** **** **** am rejected on 6/30/15 at wal mart turn. ************************ rejected on 7/2/15 Food City *** **** balance on card $24.10 called tonight and said not active card sent e mail to customer service to send check in amount of $24.10 that is balance on card

Desired Settlement: send check for balance of $24.10

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. Mr. ******* states that he used the card twice and then it was declined for purchases. He wants the remaining balance of $24.10 in a check.

On July 9, 2015, we spoke with Mr. ******* and he informed us that his matter has been resolved. He was able to spend the remaining funds on his card. His previous declined transactions were due to the transaction fees charged with each use of the card. When the card is used as a credit there is a $1 transaction fee. Card transactions done as debit incur a $2 fee. We appreciate the feedback that Mr. ******* provided.

NetSpend regrets the inconvenience that Mr. ******* experienced while trying to use the funds on his card. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Monday I purchased a visa debit card from a Walmart location in ********, NJ. I loaded $350 onto it because I was going to be traveling and my family has had problems with credit card theft in the area. Upon reaching my destination I attempted to activate the card and set up an account, but was told the website could not process my request. I tried again and was told there was a problem with my account. I tried logging in with the username and password I had attempted to create but was told I had no account. The next day I received an email inviting me to view my account info, or something along those lines, but was told I had no account when I tried logging in. I clicked the forgot username option and entered the long string of numbers and letters that I received as a username in an email but was told my password was invalid. After clicking forgot password I attempted to log in again but was told there was a problem with my account. I have called the customer service line multiple times but they never seem to have any representatives available. I have sent emails to customerservice@netspend.com but these have not elicited any response. So I guess my complaints are that the customer service for this company is horrible at best and that I lost $350 on one of their cards that I cannot use.

Desired Settlement: I would like a full refund of the $350 I spent on the card, plus the cost of purchasing the card from Walmart. As mentioned in the complaint, I am on a trip and had put the money I planned to spend on this trip on the card, so an apology would be appreciated as I am unable to purchase anything despite needing to purchase food and gas as well as miscellaneous items.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mr. ******* states his card would not activate and the website said there is a problem with the account. He wants a full refund of $350.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card account. When our cardholders open a card account, we will ask for their name, physical residential 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 July 9, 2015, we spoke with Mr. ******* concerning the account activation. We required a physical address for the listed account information. He informed us that he has already resolved the matter. He closed the account on July 3rd and a check is being mailed to his address on July 10th. He will receive the check within 20 business days minus the check processing fee of $5.95.

NetSpend regrets the inconvenience that Mr. ******* experienced while trying to activate his card. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a card, put 50 dollars on it. Most of the 50 was spent while I was on phone with them. I filed a dispute, spoke to a supervisor, and was told my money would be refunded when I got my permanent card. Got my card, no money had been refunded. I called them, they said there was no dispute filed, and I would have to write hand written letter. I asked to speak to supervisor and was told non were on site. They have set up a call back and I am currently waiting. All I want is my money back.

Desired Settlement: I want my money!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that he disputed charges on his new card and the supervisor told him he would get his refund when he got the permanent card. He wants the money that was taken from his card.

On June 8, 2015, Mr. ****** called to activate his card. Thirty minutes after activating the card, two charges occurred from Epoch.com for $8.90 and $34.98. He called back to report the unauthorized charges on his card. We informed him that we could dispute the transactions once the merchant collected the funds. Two days later, the merchant collected on the transactions. Mr. ****** disputed the charges on July 2nd. We will update his disputes claim in ten business days, on July 17th. At that time, the provisional credit decision will be made.

NetSpend regrets the inconvenience that Mr. ****** experienced with the unauthorized charges. We have provided him our contact information should he have any additional questions or concerns.


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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: when trying to activate card on this pre-loaded card I was told that my address was high risk. I don't understand what is high risk about a pre-loaded card. So they refuse to activate my card and give me access to my money. I can not go to store to get a refund. The customer service refuse to tell me why I can't have access to y money or resold the problem. I consider this theft and I don't know why this company is allowed to continue to operations when I read other complaint about fees and not having access to their money in many different ways. I believe this company is running a scam and don't get how they can have an A rating. I think this should be investigated. I just want the full money amount loaded on card returned to me and all personal info deleted and to never have to deal with this company again.

Desired Settlement: for this business to be investigated and to have a full refund of my money without any bogus fee or charges.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Ms. **** states her card would not activate because her address is designated as high risk. She wants a full refund of her money.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card account. When our cardholders open a card account, we will ask for their name, physical residential 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 list the card fees on the outside of the packaging.

We attempted to reach Ms. **** by telephone and email on July 9, 2015. When she returns our call we will discuss her options to retrieve her funds. We need to gather a valid physical address if she intends on using the card.

NetSpend regrets the inconvenience that Ms. **** experienced while trying to activate her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NetSpend prepaid Western Union MasterCard from the 7-Eleven in ****** **********. when I went to go to activate it online they told me I need to call customer service so I did but the machine said that they were closed at 10 o'clock in this is 2 o'clock in the morning when I'm trying to check into my hotel because I left my wallet at home two hours away the manager of the hotel called from the landline at the hotel and a man answered the phone answer the phone number for the back of the card proceeded to access my account under the guise that he was an employee at the call center would youcome to find out he was not an employee but hacked the security system like hot knife through butter and proceeded to put all of my accounts into a negative balance blocking my ability to activate the card breaching the security and leaving me sleeping in my car for the evening because I cannot check into my hotel. I have personally been in contact and have 30 phone conversations about 31 phone conversations recorded over the past week with the customer service representatives in this company everyday they say they're going to put in a request and everyday my card has not been activated and they expect me to pay for money that was overdrawn on prepaid accounts but that's not even possible that's the whole point of a prepaid Visa card or Master card you only spend what you have on there and I've spoken to so many different people and not any one of them has helped not once they say they're going to help but they never do and over a week later and I'm still waiting for my car to be activated and now they're expecting me to pay for the overdraft bounces from the hacker breaking into their system in reaching the security and they are well aware I've made them very well aware of the man who answered the phone and the manager of the hotel also signed so let you know that I have no affiliation with that woman I've never met her a day before in my life and that man answered from the landline of the hotel and then I called from my cell phone and he answered again for my cell phoneand in a call center there's no way to get the same person twice does not happen especially because you let the call center close at you and they close at 10pm actually and then reopen until 6 o'clock the next morning so who was the man who answered the phone access my account and blocked my card they refuse to do any investigation and they refused to activate my card they have my money and they will not give it back they will not do anything at all all I wanted them to do with activate the damn card and they will not do it so I want action taken they are negligent business owners they are in charge of a lot of people's money and they are not being responsible with it and that's crap they need to be held accountable to some level or degree of accountability for not addressing the security breach in their system because that affects everyone's money not just mine and if you had your money in their account and they were talking you in circles every day for a week promising they're going to activate the card in 4 to 6 hours but it never gets activated every day I think you'd be a little irritated too especially when all this happened you have a witness to it and there is no reason why I should have to pay for their security breachI want my card activated right now this is ridiculous that I have

Desired Settlement: iwant my card activated immediately I want a full security system and a lot of there not being responsible with it I've had cards with them since 2012 and all I have ever had is problems with this company every single time they have made it so I am missing thousands of dollars from from previous credit cards that I've had through then prepaid cards with the money mysteriously goes missing or the overcharges all those double charges or there's extra charges and they refuse to do anything about it I want an audit done this company

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* states that she was not able to activate the card due to past accounts with a negative balance. She wants the new card activated.

On June 29, 2015, Ms. ******* attempted to activate the new Western Union NetSpend Prepaid MasterCard. The information she entered automatically blocked the account due to past accounts where the balance was left in a negative status for more than 180 days. Our Recoveries Department reviewed her new account and removed the block after recovering funds. These negative account incidents occurred July and December of 2013. We attempted to contact her by telephone and email on July 8th. We informed her that the account block has been removed and the new card still needs to be activated.

NetSpend regrets the inconvenience that Ms. ******* experienced while trying to activate her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is very incompetent, I lost my card on May 21st 2015 it is now July 1st. I have called numerous times to get Netspend to send me a replacement card. Netspend has sent me two additional cards out that are not even linked to my account that has my direct deposit connected. I have been having to transfer money from my active account to another card on a frequent basis until I get the correct card attached to the account. On June 23rd I called having to make a complaint due to still not getting my card. I requested to speak to a manager and was advised they do not have managers in the center we can speak to. I was then told that due to the inconvenience they would express my card to me, two days later I still had not received my card, so I called Netspend back and was told that they had stopped the express mail option and I would have to wait 7-10 business days due to they did not put a apartment number on the delivery package. I have been charges for multiple money transfers, treated like crap and lied to. I feel like this company has robbed me blind and does not want to send me a card. As well as this company offers false advertisement saying you can still pay your bills when your card is lost or stolen this is incorrect Netspend does not have the knowledge or training to complete most request. These agents are trained to lie and give empathy statements. They do not actively listen and will cut you off and refer you to there online portal. I have been hung up on multiple times when they agent does not have an answer, or transfer back into the queue. I am a manager at a call center and I am completely mortified at the treatment that Netspend offers their customers. These agents do not understand what is being requested and do not have the tools needed to be successful in their job dutied.

Desired Settlement: I am requesting that all transfer fees and .50 account balance fees be credited back to me and any late fees and or bills I have not been able to take care of due to Netspends error for over 30 days now be paid by Netspend. I am also requesting that these calls be monitored by a individual in the corportate department for better resolution Technics for the agents. I am also requesting that the option for certain bill pay option be removed from the site or explained in detailed on the site that this option is not available if card is lost or stolen. I am also requesting that Netspend give their customers an option to purchase a Netspend card in the store with the option to transfer fund until permanent card it shipped . From May 21st- June 1st I still have not recieved a replacements card

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ***. Ms. *** states that she has not received a replacement card since May 21, 2015. She wants her replacement card, a refund for transfer fees, a refund for the balance check fee, and reimbursement for late fees.

On May 20, 2015, Ms. *** called to block her NetSpend card. The next day she ordered a replacement card. That card was returned to NetSpend as undeliverable. We expedited a card to Ms. *** on June 22nd. That card was activated for use on June 25th. Three days later she blocked that card as lost. On June 28th, Ms. *** added an apartment number to her address and we mailed another card. She changed the zip code to her address on July 6th, and we mailed yet another card.

Ms. *** purchased another separate card at one of our distributors on May 21st. She received the personalized card on that account on June 8th to a slightly different address than that which appears in the complaint. We transferred funds from her other account to this card so she would have access to her funds.

NetSpend regrets the inconvenience that Ms. *** experienced with the NetSpend card delivery. We have called and emailed her to get clarification on her address. We provided Ms. *** our contact information so she can confirm the address and convey any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My son received NetSpend debit card as a gift card for his birthday. Of course, he threw out all the paperwork that went along with it, so we don't know how much is on the card. I tried to find out the balance on-line (which worked fine for the other 2 similar gift cards he got) and discovered the card must be "registered" by phone. I called the Customer Service #, which is automated. To register, I need to give them an SSN! I don't feel comfortable doing that, and I'm not sure it's legal. There is an option ("press 1") if you don't have an SSN. I tried that and was told "selection not valid." Thinking I waited too long, or not long enough I tried again. This time I not only got the recording, but also was disconnected. I called back and went through the same procedure again. And there appeared to be no opportunity to speak to a life person, even though they advertise the lines are open for another 30 minutes. I'm also sure that the person who gave this did not know that there are fees associated with the cards use. This should NEVER be used as a gift card!

Desired Settlement: The business should not require an SSN for activation of a DEBIT card - there is no credit (therefore risk) involved. I do understand requiring an SSN if the amount on the card is, say, above $500, but there is probably $25 on my son's!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Mr. ***** states that his son received a NetSpend card as a gift for his birthday. It could not be activated or used. He wants the $25 for his son and request that the business not require a social security number for debit cards.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging. Also on the front of our packaging it states, ‘This is not a Gift Card’ under the price and load amounts. We endeavor to plainly provide the details of our product before the consumer purchases the card.

On July 7, 2015, we attempted to contact Mr. ***** about the card given to his son. When he contacts us we will explain the options for getting the funds on the card. NetSpend regrets the inconvenience that Mr. ***** and his son experienced with our card. We have provided our contact information should he have any additional questions or concerns.


Thank you,

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I activated my card and the message was 'your account is active but can only be used for purchase transactions'...NOT TRUE (I couldn't make a $80 transaction with this card and I had $120 available balance). Also when I login to their website I get this message "We're sorry, a system error has occurred (code 900). Please try again later or contact customer service at 1-866-387-7363". I keep getting error message day after day and I can't get 'INFO' on my card.

Desired Settlement: Let me use MY money and fix your internet page so I can view 'My Fee Plan' and see how much you are currently charging me PER transaction. Once this is fixed I am never buying another one NetSpend card in my life!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states that she received a message after activating her card that it could be used for purchase transactions, but it was denied when she tried to use it. She wants to use the money on her card.

On July 8, 2015, we attempted to contact Ms. ****** about the use of her card. When she contacts us we will be able to assist with the details concerning card usage. We were unable to locate her specific card with the information she provided.

NetSpend regrets the inconvenience that Ms. ****** experienced with our card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to file a complaint as of June 2015 my Netspend prepaid debit card had expired on Tuesday June 30 2015 but have not receive a new Netspend prepaid dabit card in the mail in the middle of June 2015 on Wednesday July 1,2015 10:50AM I had to call customer service on the back of the card ************** telling them that had not receive a new debit card from Netspend & they told me that no body had process a new debit card & that they have to send a new card out in 7 thru 10 days. It should not take that long for somebody to mail a replace debit card like that now I have to make arrangement on the bills that I am behind on & cannot trade in my vehicle for a used vehicle that was not fair at all I am vary upset I would like to why it take so long for them to send a new debit card in the Mail I could have gottin it by now I have to wait for the next 7 thru 10 days for that's right I still think some is wrong I need some body to ivestigate

Desired Settlement: I Just want answers regarding my expired debit card they is no reason for Netspend to not mail in a new debit card I jus want some body to investigate this immediate Attention to the BBB alsoletting some body know about this matter Im sorry but I need somebody at Netspend to investigate that's all.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* **********. Mr. ********** states that his card expired and he was told it would take 7 – 10 business days to get a new card. He wants to speak with someone about the expired card and the replacement card mailing.

On June 30, 2015, Mr. **********’s NetSpend card expired. We do not automatically send replacement cards to our cardholders. Once Mr. ********** called and verified his address on July 1st, we mailed him the replacement card. That card was received and activated by Mr. ********** on July 6th. Since we mail card to customers all over the United States and Hawaii, we give a standard time frame of 7 – 10 business days for delivery.

NetSpend regrets the inconvenience that Mr. ********** experienced with the expired NetSpend card. We have called and emailed him to discuss the card delivery. We provided Mr. ********** 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,

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

7/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Today I called customer service about a custom card I never received in the mail. The first woman I spoke with, ******, was someone I had spoken with before and she was not very healpful. Her attitude was horrible and by the end of phone call, that was terminated manually by her, there was no solution. I called back and spoke with another lady whose name I can't remeber but I asked her if I could speak with the supervisor. She never got the supervisor and gave me the run around on my card and why I had never received it. She also hung up the phone. The last person was ***. She was pleasant up until the point that I started to ask if my card had supposedly been mailed twice and they had the right address why had I not received it. She never gave me an answer and also hung up the phone. Their customer support is horrible. And they really need new staff. If custom cards are nit available they should actually say so and stop advertising that you can make one.

Desired Settlement: I would like my free custom card promotion to be restored for reorder and I would actually like to receive my card this time.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states that she called about her custom card order but received a horrible attitude or no assistance. She wants to get the free custom card offer fulfilled.

On July 16, 2015, we spoke with Ms. ****** about her customer card order. We apologize for the horrible attitude and the disconnected call. Ms. ******’ custom card order from June 16th was not delivered to her and it was not returned to NetSpend, so we blocked the card. We instructed her to order another custom card and we will honor the free offer by reimbursing the fee.

NetSpend regrets the inconvenience Ms. ****** experienced while waiting on her custom card order. We have provided her 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,

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

7/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I successfully deputed a $50 claim for someone who did not supply the product that I payed for and I got the money back. After a few days PayPal took my money back and gave it back to the person without telling me about this. I emailed PayPal and told them that I find this illegal and this is classified as theft. They did not respond to me.

Desired Settlement: I want a full $50 refund from PayPal.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that he successfully disputed a $50 claim for someone who failed to supply product. He wants the full refund from PayPal.

On July 16, 2015, we contacted Mr. ****** by email in order to obtain the card or account number he was referencing. NetSpend manages the PayPal Prepaid Debit MasterCard. The card number Mr. ****** provided is not one of the cards we manage. We referred him to contact PayPal directly. His PayPal account is separate from the PayPal Prepaid Debit MasterCard that we manage.

NetSpend regrets the inconvenience Mr. ****** experienced with recovering his funds from PayPal. We have provided him 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. I will contact the persons whom I have been informed I need to contact and I will get back to BBB with any updates.

Regards,

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

7/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unauthorized transaction on my account and they are refusing to issue a refund. I keep getting the run around.

Desired Settlement: While checking my account I noticed an unauthorized charge. Upon contacting the company 1/3/15,I was told by supervisor that I would get a provional credit within 24 hours. Today is July 8 there is no credit on my account and I am being given the runaround. I want my money of I am going to file litigation.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** **********. Ms. ********** states that she disputed an unauthorized charge and the supervisor told her she would receive a credit within 24 hours. She wants the money credited to her account.

On July 4, 2015, Ms. ********** disputed a transaction on her account as fraudulent. We informed her that the disputes claim would be updated within ten business days, June 17th. She requested a supervisor. After review, the disputes analyst paid out her claim on July 9th. That same day, Ms. ********** called to have the Customer Response Team Manager move the account funds to another cardholder’s account. We mailed her a disputes closure letter. Her replacement card was received and activated on July 11th.

NetSpend understands the disputes process is lengthy. We appreciate Ms. **********’s patience as we attempt to retrieve her funds. We have provided her 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,

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

7/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has hit me with fees that they were not supposed to each time i used my card they were only supposed to charge me 5$ a month and never gave me my money back. i then have spoke with representatives that have hung up on me and were so rude. ******** ****** **** *** ********** ******* ******* ************ *** * ***** ******** ****** ********* *** ******** *** ** ****** *********** ** ***** ** *************** **** ****** ********** ************ ** ******** *************** ** ******** *** ********* *** * ****** ******** ****** ********* *** ******** *** ** ****** *********** ** ***** ** ************** ********** ********* *********** ** ******** ************** ** ******** *** ********* *** * ****** ******** ****** ********* ******** *********** *** ****** ****** * ***** ******** ****** ********* ******** *********** *** ****** ****** * ***** ******** ****** *** *********** ******* *** * ******** ********* ************ * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** ********* ******** *********** *** **** ****** * ***** ******** ****** *** ******** *********** *** ************* ******* *********** * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** ********* ******** *********** *** ****** ********* * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** ********* ******** *********** *** ********* ***** * ***** ******** ****** ********* ******** *********** *** ********* * ***** ******** ****** *** ******** *********** *** **** ******** * ***** ******** ****** *** ******** *********** *** ******** ****** * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** ******* ******* *** * *** ******** ********* ************ * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** ********* ******** *********** *** ************* *** ********* ****** ****** * ***** ******** ****** *** ******** *********** *** ******** ****** * ***** ******** ****** *** ******** *********** *** **** ******** * ***** ******** ****** *** ******** *********** *** **** ****** * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** ******* ******* *** * *** ******** ********* ************ * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** ********* ******** *********** *** ******** * ***** ******** ****** ********* ******** *********** *** ******** ******** * ***** ******** ****** ********* ******** *********** *** ****** ****** * ***** ******** ****** ********* ******** *********** *** ******** * ***** ******** ****** ********* ******** *********** *** ******** * ***** ******** ****** *** ******** *********** *** **** ******** * ***** ******** ****** *** ******** *********** *** **** ****** * ***** ******** ****** *** ******** *********** *** ******** * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** *** **** ********** *** * ******** ********* ************ * ***** ******** ****** *** ******** *********** *** ******** ****** * ***** ******** ****** *** ******** *********** *** *** * ***** ******** ****** *** ******** *********** *** **** ****** * ***** ** **** ************

Desired Settlement: i would like a refund for the amount i was charged and all the other fees i was charged due to this being a problem on there end and for all the problems with the costumer service representatives being rude and hanging up on me.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states that her card transactions were charged fees when she was supposed to be on the $5 fee plan. She wants to be refunded the fees she was charged before the fee plan started.

On July 15, 2015, we spoke with Ms. ****** concerning the Fee Advantage Plan (FAP). We apologize for any unprofessional behavior from our representatives. The FAP is offered to our Premier cardholders once they receive a qualifying direct deposit to the account. The monthly $5 FAP fee waives the $1 credit transaction fee and the $2 debit transaction fee when using the card. We explained the balance checks and the ATM fees are not covered under the FAP. We refunded her fees that were covered by the plan.

NetSpend regrets the inconvenience that Ms. ****** experienced with the Fee Advantage Plan. She has been given my 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,

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

7/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 30, 2015, I contacted Netspend to inquire about a charge on my account. The representative had difficulty understanding me and advised she would place a block on my account. I explained that the situation could be resolved without blocking my account and that this had happenned before but she didn't seem to understand what I was asking for. I asked to speak to a Supervisor because I didn't want my account blocked due to the fact that I had outstanding bills to pay, groceries to purchase and medication prescriptions that needed to be filled. I was told that a Supervisor wasn't available and someone would return my call. Instead, I received a text message stating that my card had been reported stolen and my account was blocked. I immediately called back and spoke to ***** #***, then Supervisor ****** # ******, and finally Manager **** # ****** and they acknowledged that it was their mistake but refused to undue the mistake. They told me that they could send me a new card in 7 -10 business days or I could call back in 4 hours and request to transfer my money to another Netspend holder's account. I explained to the Manager **** that I am disabled and could not survive for 2 weeks without finances, because I have to get food and medication. I have a bone infection called osteomyelitis as a result of MRSA ,which requires several medications to manage the infection and the other conditions caused by the infection. Without any of those medications, I could suffer a stroke or develop sepsis. I asked if they could correct their mistake because I shouldn't suffer due to their admitted error. I was on the telephone for almost 3 hours and each person refused to correct the mistake. I asked if they could provide me with a letter stating they had made an error to submit to my creditors including the utility company to avoid a late fee and they refused. Manager **** said that they couldn't reissue and expedite a new card to me because that program expired last week. Due to my vulnerability when in public, I place all monies on my debit card in the event someone might try to take my purse or injure me trying to take money from me. They gave me a test of 3 questions for security issues; what county did I reside in, identify someone I might know from a list of 3 names ( I didn't know any of the people), and what city did a certain street exist in ( I had never lived in any of the cities listed so I couldn't identify where the street was). I asked Supervisor ****** why not ask me questions from my personal information and was told that my account was deactivated and they couldn't generate personal questions I might know the answer to. I asked why they didn't take the same care when they blocked my account without my permission. Each time they apologized for any inconvenience it might cause me. I can understand if someone might think I'm being dramatic, but unfortunately I actually am one of those people who developed a disease that could kill them and have been trying to manage my finances and be as self sufficient as possible. The Netspend representative took my finances whether by mistake or intentionally and the company refused to correct the mistake. I'm trying not to panic or become fearful and the entire situation seems very unfair.

Desired Settlement: I wish to have my account unblocked and access to my money as expeditiously as possible.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that her account was blocked in error and the manager would not correct the mistake by unblocking it. She wants it unblocked so she can gain access to her funds.

On July 7, 2015, we spoke with Ms. ****** about the unfortunate blocking of her NetSpend card. She received the replacement card the day before and gained access to her funds. We apologized for the misinterpretation of her intent on June 30th by our representative. The previous card was blocked as compromised. Per our policy, we do not unblock cards marked under this status due to possible continued misuse. We are sending her a letter explaining the card blockage so she can present to her creditors that she could not pay on time. She will notify us later of any late fees she incurs.

NetSpend regrets the inconvenience that Ms. ****** experienced as a result of her card being blocked. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

7/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ****** ***** and I’ve been a customer with PayPal for about 2 years now. I currently have a huge problem with the company for not unblocking my card. I have been trying to unblock my card since 06/19/2015. I have spoken to over a dozen customer service representatives and managers from PayPal card services. Most were ill-mannered, hung up upon while I was trying to resolve the issue. Also, I have taken every step asked of the company producing return receipts, original purchase receipts, and going far as calling the merchant “target” several times trying to reverse the transaction. After speaking with the merchant on a 3 way call with PayPal representatives also on the phone, PayPal representatives ask for original receipts the target representative responded and immediately emailed me the 5 receipts in total. PayPal representative also ask target representative to reverse the traction through their merchants services where the target rep responded saying that he couldn’t reverse the transaction that it was final. Then I emailed the 5 receipts to PayPal Company where they reviewed all my documents and still didn’t remove the block on my card. Then I called the company again and spoke to another representative where they explained to me that the purchase receipts didn’t add up to the amount of the total refund. I explained several times to several representatives why the amount of the purchase receipts differed from the total return receipt amount. I explained that the amount was different because of the coupons I used in my original transaction receipts. Whenever you return an item that you use a coupon for, you will receive the face value of the coupon when you return the item. For example, if I was to purchase a shirt that was 15 dollars and I had a 5 dollar off coupon I would spend 10 dollars for the shirt. Say if I decided to return the shirt I would receive 15 dollars back instead of 10 dollars what I actually spent. So basically what I’m trying to get you to understand is that I used several 20 dollar off coupons and several 10 dollar coupons when I originally purchased my items. So when I returned these items the refund was higher because they refunded me the face value of the coupon in cash. Upon explaining this to several PayPal representatives about why the amount differed they told me they understood now why the amount differed and my card should be unblocked in the next 6 hours. I waited 6 hours and my card was still blocked and still is blocked now. This is an huge inconvenience, I’m unable to pay my bills, book hotel rooms, and also can’t accept payments from eBay customers and etc.. I am hoping to seek further help with someone from the cooperate office, otherwise I will continue this case with the BBB and seek lawful help.

Desired Settlement: I would like for them just to unblock my card or cancel my card and refund me my money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** Daily. Mr. ***** states that his card was blocked and he has taken all steps to have it unblocked. He wants the card unblocked, or cancelled, so we can send him the remaining funds.

On June 19, 2015, Mr. Daily’s NetSpend card received a credit from Target in the amount of $546.30. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. Our Risk Department requested a copy of the original receipt for review. The merchant could also reverse the credit and we would remove the account block. The documents he sent were unacceptable to remove the block. We have contacted the Asset Protection Manager of Target regarding the credit to Mr. Daily’s card. They will contact us after they validate the credit. We will update Mr. ***** once we determine if the credit goes back to the merchant or him.

NetSpend regrets the inconvenience that Mr. ***** experienced as a result of the excessive refund to his card. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

7/14/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I received in the mail, a ready to activate NetSpend Mastercard. This is unreal, especially in the society we live in today, where people can steal your information. I called the number listed for inquiries, but unsurprisingly, you needed to input the card number. I am not going to input the card number for fear of my information being instantly downloaded & all of my funds being drained. This is awful that a company is allowed to mail out actual DEBIT cards that can easily be activated. Had it gone to another address in error it would have been Christmas for that person if they were of a devious mind. I faxed NetSpend with no response AND emailed, with no response. I DO NOT want any further information coming to me from this institution. Not sure how to go about doing this since I can't get them to return any response to me in any form.

Desired Settlement: I want NetSpend to contact me, to REMOVE me from whatever list they acquired my name from, to totally delete me from their resources. I want NOTHING to do with this place.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that she received a MasterCard in the mail ready to be activated. She does not want any more cards sent to her address.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card.

On July 7, 2015, we spoke with Ms. ****** and she informed us that someone from corporate already assisted her in blocking the information used to send the card offer. We reiterated the card could not be activated unless other information is provided. We regret any inconvenience Ms. ****** experienced as a result of this card offer. 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,

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

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used my credit card to purchase an Auto Insurance policy online. When I clicked "Purchase Policy Now", There was a glitch with the web page that said the page did not load, and to try again. At that very moment, I received a text from NetSpend saying that there had been a hold for $128.25 hold placed on my account. .. This was early in the morning, So I did not try again and waited until morning to contact the Insurance Company. In the morning I called the insurance company to see if they had a policy number for me. They did not. They informed me that they had no record of any payment from me, and no policy generated in my name. I expected the pending charge to fall off my account and not post since the merchant did not receive payment. But it did not. The following day, the charge posted to my account. I called NetSpend to dispute the charge. I was not given all of the instructions to finish the dispute. Frustrating, but at least I could deal with it. I was told it would take 10 business days for them to investigate the issue. At the end of the 10 days I still had not heard from their dispute department, and I began calling them. On the 12th business day (A full two weeks+ from the start date of this issue) a person called me identifying herself as from the corporate office. She informed me that my dispute has been placed on hold for an additional 45 days.

Desired Settlement: Regardless if the merchant received the payment or not, I did not get what I paid for. NetSpend's dispute department will not call me. They are refusing to call the merchant directly to verify that I never received the policy I attempted to purchase. All I want is my $128.25 back. This should be a simple situation to resolve, but I have reached out to the president of the company to no avail. And any customer service agent I speak with basically tells me "Too Bad". PLEASE help me get my money back. Blessings to you & yours

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *********. Mr. ********* states that his auto insurance payment did not go through online but it was taken out of his NetSpend card. He wants his money returned to the card balance.

On June 1, 2015, Empower Insurance Group charged Mr. *********’s card $128.25. He disputed the transaction the next day when they collected the funds. We updated his disputes claim after ten business days with the final date of August 3rd. No provisional credit was issued on this type of claim of the merchant not providing the services. We have no further information until the insurance company responds to the claim we have filed on behalf of Mr. *********.

NetSpend understands the disputes process is a lengthy one. We appreciate Mr. *********’s patience as we attempt to retrieve his funds. We have provided him with 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:

It takes me less than 10 minutes to call the merchant and verify that they never received the payment that was charged to my credit card. The only "Update" given on my account after 10 day was to say that you would not be dealing with my account for an additional 45 days.

If I am able to verify that the merchant never received payment within 10 minutes, I should not be forced to wait a full two months to get my money back from YOU. .. YOU are holding my funds! There is nothing for the merchant to say. They have no account to reference calling about. THEY DON'T EVEN KNOW WHO I AM !! .. There is no receipt number for the transaction, and since they never received payment, There is no reason for them to bother with the situation.

Again, I can verify with one phone call that YOU are the only source holding my funds, There is no reason for you to withhold them for two months,, IF you even plan to return it the.

Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* *********. Mr. ********* states that there is no reason for us to hold his money. He wants his money returned.

As we stated in our last response, Empower Insurance Group charged Mr. *********’s card $128.25 and collected those funds on June 2, 2015. If the merchant never collected the funds, we would not be able to dispute the transaction. We updated his disputes claim after ten business days with the final date of August 3rd. No provisional credit was issued on this type of claim of the merchant not providing the services. We have no further information until the insurance company responds to the claim we have filed on behalf of Mr. *********. If the disputes claim is successful, we will credit his account the next business day after the final date, August 4th.

NetSpend understands the disputes process is a lengthy one. We appreciate Mr. *********’s patience as we attempt to retrieve his funds. We have provided him with 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:


My whole point here is that by displaying the Visa Logo, you advertize "Zero Liability" for fraudulent charges on my account. I have informed you that there has been fraudulent activity on my account as a result of Empower having charged me for a service I did not receive. By claiming that you are waiting for a refund from Empower before you credit my account the money I am owed, You are proving that you do not protect your customers from fraudulent charges. And your actions are implying that there might be a reason where I would be responsible for this charge.

You have no desire to resolve this issue for me. You won't even answer the phone when I call. In fact, you won't even return my phone calls when I've left messages asking you to call me.

You want to make it appear as though you've tried to keep in contact with me, But you will not even answer any of my question through the BBB. SUCH AS,, "Why can't you call me, allow me to make a three-way call to the merchant and hear for yourself when they tell me that they have no record of having received any payment from me what so ever?"

You also have not answered the question, If I can call and with one simple 5 minute phone call, verify that the merchant has no record of payment from me, and that I do not have an account with them, Then WHY is it that you insist on holding my money for a total of 60 days?

If indeed the merchant was paid by you, and it can easily be proven that they should not have been, Why are you not willing to right the wrong? It is not a matter of waiting for them to return the money. You have means of having those funds returned to you by Visa. You have a working relationship with Visa, who at the end of the month, when they send that merchant their payment for transactions paid to them trough visa, THAT's where the funds they owe you/me can be deducted. You try to make it sound as though you are waiting for the merchant to issue a refund when that is just not the case.

You want to make it look as though you are trying to resolve this issue. But in this day and age, when baking is instant, as is communication around the world, There is no reasonable excuse for you to not protect your customer from the fraudulent activity on my account.

If you wanted to help me, you could resolve this issue with a few phone calls. If it can be verified by calling customer service that I have no account with this merchant, and they have never received funds in my name, Then WHY can't you issue me a credit for the money I am owed?

Will you answer any questions I have laid out here? Will you answer your phone if I try (AGAIN) to call you today?

DO YOU WANT TO HELP ME GET THE MONEY I AM OWED?

I am trying to work together with you. I will do whatever leg work you need me to do in order to provide proof that I have had funds taken from my account, and did not receive anything for that money.

What will it take for me to get my money back?

Regards,

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

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NetSpend issued a prepaid debit card with visa logo. On this card my son and I received two Social Security payments. Son passed on 5-25-15, Netspend was informed to freeze my son social security number instead their representative closed the card. They want release my money. Stating they need a letter of reclamation.. Social Security stated they have nothing to do with the closing and said they can not send out a letter of reclamation. U. S. Treasury Dept also stated they can not send a letter. Now, NetSpend refuse to mail my money or return it to the Social Security Dept. We visit the Social Security Office and made several calls. Net Spend gave us a phony Manager **** ****** ###-###-#### call back to explain all info Social Security stated. Customer service rep did not know about this person or number.

Desired Settlement: I want my Social Security money either mail it to me or return it to Social Security.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that she and her son received benefit checks to a NetSpend card. When he died, the account funds were frozen and she had no access to the money. She wants her funds mailed to her or returned to the Social Security Administration.

On June 23, 2015, we spoke with Ms. ******. We were sorry to learn of her son’s passing. We explained that the Social Security Administration (SSA) sent us a Death Notification on June 3rd informing us of the demise of her son. This type notification blocks the account funds for 120 days or until the SSA notifies us of their intent. If the SSA deposited funds after the death of the beneficiary, they may ask for those funds to be returned to them. We are pending the remaining funds on Ms. ******’s account until we hear from the SSA.

NetSpend regrets the inconvenience that Ms. ****** experienced as a result of the death of her son. We have provided her our 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: Social Security is working directly with me regarding the funds that were for my son.  I filled a waiver form out on June 15th, 2015.  Social Security and the Dept. of Treasury explained they had nothing to do with NetSpin.  No communication whatsoever or nothing to do with the prepaid card with NetSpin.  The funds went thru Metabank.  Social Security said they will determine whether I had to pay the money or not.  They stated they did not give NetSpin any permission to hold funds.  NetSpin is taking matters in their hands.  I went to the Social Security office talked to a representative and I talked three times by phone to get an understanding.  Every representative stated they have had no contact with NetSpin and have no reason to talk to them. I have all application and letter directly from Social Security and none states any where they said NetSpin was to hold the money and stated they were not suppose to hold it.  In the meantime, this is my check they are holding.  Again, they closed the card instead of freezing my son social security number.  Social Security an I are working on my son funds and I want mines released. NetSpin are playing games.  Social Security not investigating anything when it comes to NetSpin, again, they are working directly with me.

Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. Ms. ****** states that she is working with the Social Security office and they have not sent anything to NetSpend to hold the funds for her deceased son. She wants her check that we are holding.

As stated in our previous response, we received a death notification from Social Security Administration (SSA) for Ms. ******’s deceased son. This type of notification blocks the account funds for 120 days or until the SSA notifies us of their intent. If the SSA deposited funds after the death of the beneficiary, they may ask for those funds to be returned to the US Treasury / SSA. We are pending the remaining funds on Ms. ******’s account until we hear from the US Treasury / SSA.

NetSpend regrets the inconvenience that Ms. ****** experienced as a result of the death of her son. We have provided her our 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: Social Security explained to me in  June 2015, they will not be sending  a letter to NetSpin.  They have nothing to do with them holding the money.  I visited the Social Security two times.  I also called ###-###-#### three times.  I visit the office last Monday and Social Security stated again they did not send NetSpin a letter nor did they tell them to hold the money of ****** M. ******.  Also, the representative look through my file and said he see no notes where I had to pay anything.  Social Security also sent my money for July 3rd. In other words, NetSpin is holding the funds for interest.  Social Security have no reason to contact them and they again said they will not send a letter to NetSpin.  NetSpin is taking matters in their own hand.  The waiver form was filled out with  Social Security. I do not know what NetSpin is talking about when it comes to Social Security or US Treasure Dept., they are not sending a letter also.

Regards,

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

7/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I choos one fee plan and they charged me for both fee plans. They stated they see the error but unfortunately unable to reverse the amount back to me but can give me $5 as a courtesy, not the entire $40.

Desired Settlement: I want my $40 credited back.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Ms. ******** states that she was charged for both fee plans on her Netspend card. She wants $40 returned to her card balance.

The NetSpend Prepaid Debit card has two fee plans for Ms. ********’ card. The ‘Pay As You Go’ plan is the default plan for her card. On January 13, 2015 she chose the optional ‘Fee Advantage Plan’ (FAP). This plan charged a flat fee of $9.95 to waive all $1 and $2 transaction fees while using the card. Ms. ******** was upgraded to a premier customer so her next charge for the FAP was $5. The FAP is an optional offer from NetSpend and Ms. ******** opted out of the plan through the online website on May 15th. She called on June 18th to restart the FAP at the reduced price of $5 per month.

NetSpend regrets the inconvenience that Ms. ******** experienced with the optional FAP. We have provided her with our 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:
The information being provided is incorrect.  Even if I did opt out of the $5 fee plan on 5/15/15, I was still charged the $5 fee on 5/20/15.  The representative acknowledged the error but was not willing to fix it.  I spoke with ***** ******** and he didnt resolve it neither.

 
Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ********. Ms. ******** wants to know how she was charged for the fee plan on May 20th if she opted out on May 15.

As we stated in our last response, Ms. ******** was under the Premier Fee Advantage Plan and the $5 fee was deducted on the 13th of each month. When Ms. ******** opted out of the plan through the online website on May 15th, the $5 fee was pending to be collected. The funds were available on the account on May 20th so it was collected at that time. We explained this during our conversation on June 26th.

NetSpend regrets the inconvenience that Ms. ******** experienced with the optional FAP. We have provided her with our contact information should she have any additional questions or concerns.


Thank you,

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

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 4/2/15 I received my direct deposit to my netspend account ending **** of $664.00 from my employer ****** ****. Upon reception of my funding I was awaiting delivery of a new netspend debit card which was requested 10 days prior. In order to access my funding I called netspend corporation ************ to transfer funding in the amount of 330.00 to my mother in law ******* ********* account. This was done with no problem by the representative as I provided all necessary information proving identity. Later the afternoon of 4/2/2015. I attempted to complete a second transfer to the same account providing the same information. At this time around 3pm while on the line to complete the transfer, I received a text message stating the card I was awaiting was cancelled for fraudulent activity. This was impossible as I had yet to even receive the card via Usps. When the agent returned to the line I was told my account was closed and I could not get the transfer. The remaining 334.00 on the account was to be mailed to me by the course of company policy and procedures within 20 business days. On May,1 2015. I contacted netspend regarding the whereabouts of my money and proceeded to call every day I did not receive my funding. On May the13the I was advised that since I didn't receive the check it would be cancelled and I would receive my funding within 10 business days. On 5/26/15 I contacted the company again about my funding. I was then told that the check was mailed on 5/19/15 and I was to wait another 20 business days for the mail to arrive Not the 10 days I was told on the 13th or what is stated in their procedures. On today 6/17/15 I contacnetspend again about my funding not received. After a lengthy hold I was told that the check was mailed on 5/14/15 Not 5/19/15 and I should have received it. Once again I am now told to wait 48 hours for the department to cancel and send another check supposedly within 10 business days. I have now been without my funding for nearly 3 months and it is unacceptable as I worked and earned this money and haven't had it since April. Nothing is being done to expedite or solve the matter and I have been given the run around. With the account closed I can not and have not been able to access any of my banking history as I cannot log in since being blocked by netspend. There was also disputes in resolution over 1500.00 from fraudulent activity on the initial stolen card that went unresolved intentionally by the account being closed in the midst of investigation. I definitely need and want the 363 dollars withheld from me and my family as we are facing homelessness and limited income, I also however am owed the funds from the dispute and compensation for my spouse and my 3 children ages 3-7 who have had to suffer and go without needs during this extremely long and difficult wait.

Desired Settlement: I wish for the funds owed to me in remainder from the deposit on 4/2/15 in the amount of 334.00 with overnight expedited service at no cost to me and also the funding from the underlying dispute which was active at the time of the account ending **** in the name of ******* **** to be expedited without haste upon reception of this formal complaint. Furthermore my family and I should be compensated for the un**** treatment and unreasonable amount of time being without money which contributed to us now being 2 months behind on rent and imminent to be homeless go without clothing etc.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Mr. **** states that he has not received the check for his closed account. He wants the funds owed to him.

On June 25, 2015, we spoke with Mr. **** and he informed us that he has received the second check mailed to his address. He did not receive the disputes closure letter we mailed him on April 3rd, so we are resending that to him. The disputes claim was closed on April 2nd with no error found. No funds were recovered to be credited to Mr. ****’s account. Our Risk Department has determined he is no longer eligible for NetSpend services.

NetSpend regrets the inconvenience that Mr. **** experienced while waiting on his check. We have provided him 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: as stated during phone conversation. my disputes against the account are not resolved. The account was compromised for several transactions totaling over 1000.00. The contact made yesterday was only an effort to push it aside since now all of the sudden they can send me a check in less than 3 days after a complaint was filed instead of the 20s of days I had to wait before. Finally giving me the remaining balance after three months for an account that shouldn't have been closed doesn't settle disputes of financial fraud. Just like the check the rev was no letter mailed concerning the account dispute. 

Regards,

******* ****

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Mr. **** states that he has not received the check for his closed account. He wants the funds owed to him.

On June 25, 2015, we spoke with Mr. **** and he informed us that he has received the second check mailed to his address. He did not receive the disputes closure letter we mailed him on April 3rd, so we are resending that to him. The disputes claim was closed on April 2nd with no error found. No funds were recovered to be credited to Mr. ****’s account. Our Risk Department has determined he is no longer eligible for NetSpend services.

NetSpend regrets the inconvenience that Mr. **** experienced while waiting on his check. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a net spend customer for years, and suddenly yesterday I was unable to access my funds. I tried to get cash from an ATM & called this morning only to be advised a hold has been placed on my account & the department that handles isn't available on weekend, but holds are placed on weekend-they were unable to give me a reason & have left me with no way to access my paycheck. I need to pay my rent & buy food for my children. I am a single parent and I diar need of access to my funds.

Desired Settlement: I would like access to my funds immediately, and an explanation as to why this happened & information provided to other consumers to prevent this from happening to them.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** states that her account was blocked without her knowledge, preventing the card from being used. She wants access to her funds.

Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Ms. *****’s account on June 27, 2015. We requested verification of an attempted charge on her card. The transaction was verified on June 29th and the block was removed.

NetSpend regrets any inconvenience Ms. ***** experienced with transactions on her card. We have provided her with our contact information should she have any additional questions or concerns.


Thank you,

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

7/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed my taxes, I was suppose to receive a card from netspend in the mail. I never received the card, I attempted contacting them several times, customer service gave me the run around, hung up on me. I was unable to pay my rent because I never received my card with my tax return money. used what little savings I had to get a hotel for me and my 1 year old daughter for the week. I finally got the irs to give me the information on my tax return, they made the payment to meta-bank ....who then issued the money into my account with netspend.....the same day the money was put in the account it was also taken out with a series of atm withdraws and money orders. a total of $4220.02 was stolen from my account .netspend did a 10 business day investigation, I was told if the investigation was going to take longer the money would be credited into my account so I can use it. I had to take myself and my 1 year old daughter to a womens shelter to wait out the investigation. the morning following the 20 day investigation the "Investigators" were suppose to contact me, but didn't. I finally called netspend. Get this not only did they not give me any of my money back, they said that my accounts now been closed and they wont be able to help me. the same day Child protective services came to the shelter I was staying at and took my daughter because I had been seen on the streets with her, and couldn't take care of her....because I never received my guaranteed tax refund and couldn't pay rent. I still haven't received even a dollar. and my daughter been ripped away from me.

Desired Settlement: I want and desperately need the money I earned.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Ms. ******* states that she filed her taxes but never received the NetSpend card. The card she did not receive was used to withdraw the money at ATM’s and purchase money orders. She wants a refund of the money that she never had an opportunity to spend.

On May 8, 2015, Ms. ******* called NetSpend to dispute transactions that occurred on the card in her name. She told us that the tax preparer stole the card and completed the transactions. After our initial investigation of ten business days, May 22nd, we closed the disputes claim with no error found. We recommended Ms. ******* submit a claim with the IRS at www.irs.gov, or call ###-###-####, to attempt to recover her funds.

NetSpend regrets the inconvenience Ms. ******* experienced as a result of the identity theft. We suggested that she also report the incident to the FTC (Federal Trade Commission) at www.ftc.gov/idtheft, or call ###-###-####. Ms. ******* has been given our contact information should she have any additional questions or concerns.


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

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My 20 son purchased the NetSpend card for me as a Christmas gift. He put $30 on it and assumed it was a regular gift card because it was hanging among the gift cards. He was also not able to read anything about the card since everything was sealed up. So his assumption was that he was purchasing a $30 gift card that I could use when and wherever I wanted to use it, and after spending the $30 the card could be discarded. I put the card away until I found something to buy that would be special. About 2 weeks ago I decided to use the card. I opened it up and followed the enclosed instructions. I called NetSpend and followed the instructions. I became concerned when I was asked to provide my social security number, because I have never had to provide my social security number for other gift cards. I became further concerned when I was prompted to provide other personal information. I then decided to speak to customer service. I never got a satisfactory answer as to why I had to provide my personal information. She then researched the activity on the card, and informed me that it was never used, but there was only $6 and some change left on it because there was a charge for each month that I did not use it. I was surprised because of $30 that my son put on the card only $6 was left. It is as if I was being penalized for not using my own money. I informed customer service that I wanted all of my important personal information deleted, and I did not want them selling or giving my information to other companies. Although my son thought he was giving me a $30 gift card, he ended up giving NetSpend a Christmas gift. There needs to be clear information about the use of the card on the outside of the package, and these cards should not be placed near regular gift cards.

Desired Settlement: Ideally I would like to have the money that my son put on the card refunded to me, but from reading other complaints I am not optimistic that this will happen. Can you imagine how much money this company is making and how many people are being victimized because of the poor communication and information concerning the use of this card. This is particularly difficult for my son, because he saved his money to get what he thought would be a nice Christmas gift for his mother, but only ended up giving NetSpend a gift. Now he feels terrible because as a result of this experience he feels as though he never gave me a Christmas gift. On the positive side he has learned a valuable lesson about not spending money on things like this card that do not provide the consumer with important information concerning its use.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states that her son gave her what he thought was a gift card for Christmas. She wants the funds that her son gave her as a gift.

On December 24, 2014, the card was purchase from one of the distributors that sell the NetSpend card. It was loaded with $25. On the front of our packaging it states, ‘This is not a Gift Card’ under the price and load amounts. We endeavor to plainly provide the details of our product before the consumer makes the purchase, such as card fees and activation instructions. We have provided Ms. ****** a full refund for the card purchased as a gift.

NetSpend regrets the inconvenience that Ms. ****** experienced with the NetSpend card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called on June 15, 2015 to dispute transactions. When I called the number back it was made up by an app to let them hide who they were. I have not gotten the card that they were going to send. I received a text alert that they let $120 be debited out my account. They are letting a company named Televet take money out my account. They are trying are still trying to debit money out my account that is not there.

Desired Settlement: I would like the $120 back in my account,

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Ms. **** states that NetSpend is letting Teldebt take money out of her account. She wants her money back.

On July 1, 2015, we spoke with Ms. **** concerning the transaction with Teldebt for $120.00. The merchant charged her card on the morning of June 22nd, but never collected the funds. The money was returned to her card balance that afternoon. We apologize for the misinformation she received on stopping a transaction with a merchant. We cannot stop a pending transaction with a merchant. We can stop future charges by blocking the card number used by the merchant.

NetSpend regrets the inconvenience Ms. **** experienced as a result of the pending charge on her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/2/15 my Netspend card was lost. A report was made to Netspend on 6/3/15. I requested a replacement card and was told it would take up to 10 business days to receive a new card. I was advised I would pay a fee and have it expedited within 2 business days. On 6/3/15 I advised Netspend that I required to file a dispute for the charges that were made on the card without my consent. I was advised that I would have to wait for all transactions to post to my account before I could dispute the charges. I called everyday from 6/3/15 until 6/8/15. On 6/8/15 I was advised that several unauthorized charges had posted to the account. I was told that I needed to write a letter disputing the charges, which I complied with. I was also told on 6/8/15 that the disputed charges for approximately $400.00 would be credited to my account in 10 business days on 6/22/15. I called Netspend today to confirmed that the account was credited and was advised that they had not received written request to dispute charges, which was not true as I have email confirmation and spoke with a Netspend representative on 6/8/15 who confirmed that the written request was received. I also received a reference number confirming the written request was received. I was advised today as Netspend did not receive the written request within 10 days that it will take another 45 days for them to review.

Desired Settlement: Refund

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** states that she did not receive credit for disputed transactions because we stated no letter was received for the claim. She sent a letter of disputes on the day she filed the disputes claim. She wants to get a refund for disputed items.

On July 1, 2015, we contacted Ms. ***** and informed her we would review her disputes claim and the provisional credit. We issued a provisional credit before the close of the business day. The final date of her disputes claim is August 7th. No further action will be required if the claim is successful, since she has already received the credit.

NetSpend understands the disputes process is lengthy. We appreciate Ms. *****’s patience as we attempt to retrieve her funds. We have provided Ms. ***** our contact information should she have any additional questions or concerns.


Thank you,

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

7/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company has a block on my card and funds are not available to me. (They said a new card was mailed and then I found out they have the wrong address on file) I have tried to contact Customer Service to explain issues and try to resolve and been put on hold and, after long periods of time, hung up on. No resolution has been made in any way, shape or form. I have called and asked to speak to a manager directly (after several attempts with MULTIPLE customer service employees to resolve issues; one as simple as making sure they have the correct address on file to mail a new card) and been told to "have a nice day" and hung up on. They have hundreds of my dollars that I have no idea how to get to and I think they are trying to steal/keep the funds. They have wasted HOURS of my time over the past several days with no end to the problem in site. Their IVR system and custome service department are deplorable.

Desired Settlement: I would like a manager of the company to call me, verify my information properly and mail the balance of the account that is my money to me in the form of a check ASAP and close the account.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Ms. **** states that her card was blocked and she had no access to her funds. She wants to speak with a manager, and mail the balance to her in a check.

Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Ms. ****’s card on June 29, 2015. We requested verification of an attempted charge on her card. The transaction was not done by Ms. ****, so the money was released back to her account balance. The other attempts were rejected due to the card being blocked.

On July 9th, we spoke with Ms. **** and verified her information. We are rushing a new card to her so she can access her funds. We apologize for the tight security measures she encountered from the representatives. We explained that we were attempting to secure her funds.

NetSpend regrets any inconvenience Ms. **** experienced with the blocking of her card. We have provided her with 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.  While why the company claims the issues arose are true (they failed to mention that they did not tell me about the block being put in place by their risk department even when I called back in with the reference number provided to me by the company; however that still does not justify being mishandeled by customer service repeatedly which ***** ******** admitted on the phone).  I would like that to remain noted on the account.

Regards,

******* ****

7/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been dealing with the Net-spend corporation for over 4 years now. I had an open account with the Net-spend Corporation with an Ace Elite card. Back in March, 2015, I had a balance of 2, 221.95 When going on-line to check my account balance I had no access to my account. After attempting to repeatedly log in I contacted customer service. I was told that my account had been closed for fraudulent activity and that I would receive a check within 20 business days for the amount on 2,221.95. After 20 business days I contacted them again and was told that they were just processing my account but now I was due a check of 1,100.95. Again, they said it would take 20 business days however, due to the situation it would be expedited. Now each time that I call because of the account closure, no one will give me any information and I'm told that they cannot gather any further information on my account or give me any refund information.

Desired Settlement: I would like to have a full refund of my amount of 2,221.95. I do not understand how a bank can close an account when it is a pre-paid account. I am looking to have this resolved ASAP.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mr. ****** states that his account was closed due to fraudulent activity and he was supposed to get a refund in 20 business days. He wants a full refund ASAP because he never received the funds.

Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Mr. ******’s account on April 17, 2015. We requested copies of identifying documents in order to remove the block. We reviewed the documents and closed the account that same day. The remaining funds on Mr. ******’s account were returned to the account where they were transferred from.

NetSpend regrets any inconvenience Mr. ****** experienced with the review of his documents. We have provided him with 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: The amount was not put back on my account. If the account was closed and I was due a refund check, how could the money be put back on a closed account? This has been on going for 3 months now and I would like my refund

Regards,

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

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mr. ****** states that his account was closed due to fraudulent activity and he was supposed to get a refund in 20 business days. He wants a full refund ASAP because he never received the funds.

Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Mr. ******’s account on April 17, 2015. We requested copies of identifying documents in order to remove the block. We reviewed the documents and closed the account that same day. The remaining funds on Mr. ******’s account were returned to the account where they were transferred from.

NetSpend regrets any inconvenience Mr. ****** experienced with the review of his documents. We have provided him with our contact information should he have any additional questions or concerns.


Thank you,

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

7/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My son ordered a netspend card through his employer to receive his paycheck. He called on 06/05/2015 to check on the card and on that date we both spoke with representative *****. She informed us that since he is a minor that I would also have to be on the card. Not a problem. She also informed me that I need to fax them a copy of my social security card and DL and his social security card and DL. She specifically said that they would not need his birth certificate if I send the other information and include reference # that she gave me. On 06/11/2015 at 0753 I faxed the requested information to the number ***** gave me (i also received receipt that the fax went through). Today 06/12/15 My son called to activate card and spoke with representative #1 and he informed my son that they could not read one of the documents I sent. My son had me call I spoke with representative #2 and she would not give me any information because according to her I was not on the card she needed to speak with my son whom was not with me at that time. Called my son and 3-wayed with Netspend and spoke with representative #3 and she informed us that they never received the information. Told her that my son just spoke with a representative that told him they could not read one. She asked for fax # that I sent to and reference number that I put on fax. I did not have info with me, informed her that this was getting fishy and that I am about to report them to BBB. Went home and got the information that I had faxed and my receipt. Called again and spoke with representative #4 informed her that we were just trying to activate acct. She looked up account and miraculously they had the documents again but this time they needed me to send my sons birth certificate again. Told her that ***** had specifically stated that I would not have to send it if I faxed the other information. She just repeated that they needed his birth certificate. Informed her that I was just going to report this to the BBB as they just seem to want more and more personal information.

Desired Settlement: I was them to destroy all documents that they have received from us as we will NEVER be doing business with them.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. Ms. ****** states that her minor son purchased a NetSpend card so he could get his paycheck put on it. The information sent to approve the account was not acceptable. She wants the documents destroyed because they do not want to do business with NetSpend.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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 primary cardholder on an account must be at least 18 years of age. This information is displayed on the outside of our card packaging.

We attempted to contact Ms. ****** by telephone and email. She did not provide enough information to locate the son’s account. We apologize for the difficulty she and her son are having with activating a card that he can use. When she contacts us, we will assist her with the card. We have provided Ms. ****** our 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:  I am unable to contact company from 8a to 5p mon through friday to speak with representative *****.  Card number was provided in complaint. Please destroy all information associated with that card. This is all I ask. Thankyou.  ********* ****** 

Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ********* ******. Ms. ****** states that she rejects our response because she has already given the information for her son’s card. She wants her son’s information sent to NetSpend destroyed.

On June 1, 2015, Ms. ******’s son used the NetSpend website to apply for the prepaid card. Our Compliance Group reviewed the information he enter and notated the account that he was a minor. Documentation would be required to have an adult added as the primary cardholder. The documents we received on June 11th were not acceptable to approve the account. At Ms. ******’s request, we have update our system so no future cards will be sent matching her son’s information.

NetSpend regrets the inconvenience Ms. ****** and her son experienced with the NetSpend card. We have provided her our contact information should she have additional questions or concerns.


Thank you,

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

7/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Back in I believe February or march of this year i received a sizable settlement for my disability. Somewhere in the realm of 70 thousand dollars. I did make purchases such as buying a car,(down payment) and items for my house as well as pay bills and such. Around April i received a phone call from netspend in which they accused me of using my personal card for business. I had kept an eye on what i spent but after that i looked closer and started seeing numerous double charges and things purchased i didn't buy,(or it would have shipped to us). I inquired about it and they (netspend) said they would work on it. Then in the space of about two months my account bled out, we're talking about 15 to twenty thousand dollars worth of loss. I have contacted them by e-mail numerous times but there is very little action on my behalf. I do not trust this anymore because their call centers where they have access to ALL of my financial info seem to be in another country. I believe that they as an entity have mishandled my funds as well as employees have taken advantage of my purchase history in order to add their own. We had one charge that had originated in the UK that they did fix, so the question is if they have found discrepancies so far why the stalling now? Is it because this would be grand theft and they don't want the bad PR? Please help me because that was supposed to help me pay off my bills and help see my family through he future and now its ALL GONE! .. in three months time?

Desired Settlement: I would like a detailed breakdown of ALL of my charges and from WHERE they originated, as well as where any shipped items were to go. I would like a full refund of all unaccounted monies that were in my account as of the April phone call about "business usage" their words not mine. I would also like this done in a timely manner so that I can resolve this issue and take my business elsewhere. I do not want anymore patronizing e-mails or discussions in a call center on the other side of the world, i want to deal with someone HERE where at least i can feel safe that my financial info is not being sent to an area that is notorious for trying to scam people in the united states. Just seems like an easy way for netspend to skim people , i mean how hard would it be to pursue a lawsuit in another country?

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mrs. ****** states that she is missing 15 – 20 thousand dollars over the last two months from her account. She wants a detailed breakdown of the transactions on her account.

On July 6, 2105 we spoke with Mrs. ****** and her husband. We informed them that the last five months of transaction history have been mailed to their address. We further explained that the same transaction history is available online at www.netspend.com. From the website, they can identify each transaction and dispute any charge that is unauthorized by them. They will dispute any unrecognized transactions and contact me if they need assistance.

NetSpend regrets the inconvenience that Mrs. ****** and her husband experienced while trying to review their transactions. We have provided them our contact information should they 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 not quite satisfactory to me. I still do NOT trust them and would like the BBB to keep an eye on this one, I'm afraid they will not handle the problem in a timely manner as they have already lied to me multiple times.

Regards,

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

7/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased this card for a birthday gift. Attended party could not activate the card, so returned to me. I couldn't activate the card either. Upon calling the toll free number, could not connect with a human being. On web site, able to send an e-mail to *****, but never received a response. Attempted to mail card back with letter outlining issue, but returned refused.

Desired Settlement: I want my $50.00 plus $3.95 for fee returned to me

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Ms. ******* states that she was not able to activate the card that she purchased as a birthday gift. She wants the full amount she paid to purchase the card refunded to her.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging.

The information provided while attempting to activate the card could not be verified. When we spoke with Ms. ******* on June 10, 2015, she said she does not feel comfortable providing information over the phone. We converted her card to a limited use status. She will be able to spend the money inside a retail store.

NetSpend regrets the inconvenience that Ms. ******* experienced while trying to activate the card. She has been given my 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.  However I would like this to remain open until I've received the card and have actually used the amount of tge original purchase of $50.00.
Thank for assisting me in getting in touch with someone at NETSPENT, as I tried and tried.
I will reach out to you when I receive the replacement card.
***** ******* 

Regards,

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

Consumer Response:

Complaint: ********

I am rejecting this response because:

I would like to advise you of the status of my complaint. 

I just hung up the telephone with Mr. ******** from NetSpent. Since my niece attempted to activate the card I sent him for his Birthday - my name is not linked to the card. (Of course).

Mr. ******** said I need to send him a copy of my drivers license, showing my address is the same as on the complaint I filed with you.  I would do that.  Mr. ******** also requested a copy of my Social Security card.  I WILL not provide that.  I advised Mr. ******** I just completed getting my information straightened out with the IRS.  Why would I provide that with all the fraud going on.  Mr. ******** states then there is nothing he can do for me.  I suggested he send me a check and I would send him the card, Mr. ******** stated I wouldn't have to send him the card, since he can deactivate the card from there.  SO, again WHY my SSN#? He claims due to the issues with the card: not registered under my name, my niece is under age (per Mr. ********) I didn't provide him with any data on her.  He also claims her real name isn't ***.  Humm, how would he know her name and why does this matter. As I explained to Mr. ********, my brother took the card and attempted to purchase something.  When he couldn't he came home and asked one of the kids to activate it.  Therefore, my niece attempted and now my data does not match what she input.  I don't know what information she provided, as she is in another state.

Regardless, I have a useless card and am out $53.95. 

Please see if you can prosway Mr. ******** to submit a check to either myself or to my neice, since she attempted to get this activated for her father (my brother).

I am SO sorry I ever picked up this card!  From now on, I will really read the card prior to purchase, as I thought this was a prepaid card he could use from the amount of $50.00 I put on the card. 

Thanks for any assistance.

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** *******. Ms. ******* states that she wants a check for the funds on the card in her name or her niece’s.

On July 7, 2015, we communi***ed with Ms. ******* through email giving her the options for spending the funds on the card in her possession. We activated the card. The $53.95 is made available for her to make in store purchases. We explained that each credit transaction has a $1 transaction fee.

NetSpend regrets the inconvenience that Ms. ******* experienced while trying to activate the card. She has been given my 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.
Please close this complaint as I have used the NetSpent Card, that was loaded with the original amount of $53.95.
I thank you for assisting me in obtaining the funds back.
***** ******* 


Regards,

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

7/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 5, 2015 when I arrived home from work, I discovered a prepaid master card from brinks money in my mailbox. I never requested this card and I have never even heard of this card before yesterday. I have no need or desire to have such a card and I was so concerned that my identity had been compromised that I ran a credit check on myself to check for any anomalies in my credit. I called the phone number provided with the intent of talking to someone about this card and I discovered that the phone number only gives one option and that is to activate the card. It was also asking for my social security number as part of the activation process. I did not do any of this and hung up the phone. After a period of searching I discovered a phone number which turned out to be a technical support phone number but after waiting for 15 minutes on hold and another 10 minutes of arguing with the person on the other end I finally managed to get the account closed. (I hope!!) I want you to fully understand that I never wanted or asked for this card in any way, shape or form. I consider the mailing of this card a predatory move on the part of brinks money and B of I bank. Please!!! Check into this and let me know what you find out. I was going to file a complaint online on your website only to discover that the zip code that is provided is false and this fact makes me all the more suspicious of the actions of these firms. Consider this complaint with all due respect and please let me know what you find out. I wish to file a complaint against brinks pre-paid money company and the B of I bank. Both of which I have never heard of prior to getting this material. I still have all the material that was sent to me, if you wish copies please let me know. **** **** If you have any questions, please use my email address ********************** ************

Desired Settlement: See complaint text

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ****. Mr. **** states that he received an unsolicited Brink’s Prepaid MasterCard. He does not want the card and does not intend on using it.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card.

On July 1, 2015, we reached out to Mr. **** by telephone and email. We requested additional information so we could locate the card offer sent to him. Once we receive the information from Mr. ****, we will be able cancel that card offer. We will also update our system so no future cards will be sent to him.

We regret any inconvenience Mr. **** experienced as a result of this card offer. 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

7/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My minor son received an unsolicited Brink's Prepaid Master Card from NetSpend in the mail, with his name on it and mailed to my house . I called asking where they got his information from and they hung up on me. I called back and there was no answer. If he received this before me it could have caused him unnecessary credit problems in the future if he activated it.

Desired Settlement: 1. Do not send my child or anyone in my household any more cards 2. I desire to know where they got his information from so I can stop that from happening again.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** states that her son received an unsolicited Brink’s Prepaid MasterCard. She wants no more cards sent to her son and she wants to know how we got his information.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card. The primary cardholder must be at least 18 years of age.

On July 1, 2015, we reached out to Ms. ***** by telephone and email. We requested additional information so we could locate the card offer sent to her son. Once we receive the information from her, we will be able cancel that card offer. We will also update our system so no future cards will be sent to her son. A request for the specific source information on this card offer will be submitted. When it is received, we will relay the information directly to Ms. *****.

We regret any inconvenience Ms. ***** and her son experienced as a result of this card offer. 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

7/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I put $250 on a card, was never able to get the money. I asked for a refund on May 19,2015. They told me it would be 20 business days. I still haven't got it. And they keep telling me the check will be there today, and it never comes.

Desired Settlement: I just need my money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that he has not received the check in the promised twenty business days. He wants his money.

On May 19, 2015, Mr. ****** closed his NetSpend card and requested a check for the remaining funds. We mailed him a check for $249.50 on May 21st. He notified us on the twentieth business day that he had not received the check. Our Accounting verified the check had not been cashed and we processed another check. The name of the street spelling was off by a letter. We mailed the check to Mr. ******’s corrected address on June 25th.

NetSpend regrets the inconvenience that Mr. ****** experienced while waiting on his check. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

7/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had nothing but issues with this company since day one. My first issues was when I completed an 'instant transfer' from my primary checking account to the prepaid card. I attempted to transfer $75 from my Chase checking account to the pre-paid card, Skylight charges $1.95 for this service so you have access to the funds within 30 minutes. By the next day, the money was not on the Skylight card but had been drafter from my checking account the day before, when I completed the request. I contacted Skylight to inquire and I was told that funds should hit the card within 30 minutes when the instant transfer is completed, when I let them know it had been a full 24 hours I was told that unfortunately they have no way of tracing the funds. I had to contact Chase to have them reverse the 'instant' transfer so I could get the $75 back. After that, I was not confident the customer service nor the way they cannot track my money being a financial institution, I decided I wanted to close my account with them. I was told by then that in order to close my account I had to cut myself a check for the balance that is in the account and then it can be closed. The account currently has a .62 balance- this was because I set Skylight up as an external account with Chase so Chase issued a small deposit that I needed to verify. I cut myself a check for exactly .62 and deposited the check. three days later I noticed I had a change from Chase for $12 for a returned item fee; when I looked it was because Skylight returned my check for .62. I contacted Skylight again to inquire and ask what happened- the guy told me it was for insufficient funds. I don't believe he even looked into the issue- there is no way they looked at the check and the balance on the account and could tell me it was due to insufficient funds. I even double checked the balance on the Skylight card before writing the check.

Desired Settlement: I want the .62 returned to me as well as the $12 fee I incurred as a result. Chase will not refund the charge since they are following their procedures based on the information provided by Skylight. I also want my account with Skylight closed immediately.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ****. Ms. **** states that she could not transfer money to the Skylight card from her bank. She used a convenience check for the remaining account funds, but her bank returned it as insufficient funds. She wants the balance and bank fee refunded to her.

On June 29, 2015, we communicated with Ms. **** by email. The convenience check was never approved before she deposited it to her bank. As she requested, we closed her Skylight account and processed a refund check. She will receive the check within twenty business days.

NetSpend regrets the inconvenience Ms. **** experienced with the Skylight Paycard. We have provided her our contact information should she have additional questions or concerns.


Thank you,

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

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Dec 2014, I cashed a payroll check into a purpose Visa card thru Netspend. After over a week of trying, faxing and emailing my personal info including ss card and ID, I was told I couldn't activate the card and a refund of &402.51 was being mailed to me. In 20 business days. Here it is the end of June 2015, and I have never rcvd this check! Each time I call some new issue has arrived then I must wait 20 business days to see if it comes again. My last request was May 20,2015. Those 20 business days have come and gone and again I have never received the refund. It has been nearly 7 months and I want my refund!!!

Desired Settlement: I want my refund of $402.51 and not in 7 more months!!

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* states that she has not received the check for her closed account. She wants to get her funds and she does not want it to take another seven months.

There was a different address on Ms. *******’s account when it was initially closed. The first check we sent was returned to us. The second check was also sent to an incorrect address. Her address was updated to the identical address she has in the complaint on June 25, 2015. We will send her a check for the remaining funds by the week’s end, July 3rd.

NetSpend regrets the inconvenience that Ms. ******* experienced while waiting on her check. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAD A NET SPEND PREPAID I HAVE BEEN CHARGED FOR EVERY PURCHASE MIN.$1.00 THEN A UNDISCLOSED MAINTENANCE OF OVER $ 5.00 my account was pay as you go the only fees were supposed to be for point of sale purchase and i mean every purchase they cant have it both ways $5.00 for maintenance REALLY

Desired Settlement: THEY CANT HAVE IT BOTH WAYS PURCHASE FEES AND NOW Maintenance of my last aprox. $40.00 they stole over a THIRD of it Re Ally

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that there are fees for every purchase and an undisclosed maintenance fee on the NetSpend card. He wants to have these fees refunded.

The NetSpend card fees are displayed on the package for viewing before purchase. We also provide the card fees and terms inside the package and at the online website, www.netspend.com. The maintenance fee is charged to the card / account that have no card activity for 90 days. We attempted to reach him by telephone and email so we could provide ways to avoid and minimize some card fees. We will assist him when he calls back.

NetSpend regrets the inconvenience that Mr. ****** experienced while using his card. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted two separate dispute claims of unauthorized transactions with the 1st claim of $29.95 and the second claim of $2,234.72. I have had my account for more than a year and I have placed large sums of money many times. According to federal law and as per the LITERAL TERMS in their agreement (also according to emails I received from them and at the time disputes were made) I was supposed to receive provisional credit within 2 days, their investigation would take up to 10 days and if they require additional time they will provide notice. They provided late notice indicating more time is needed for smaller first claim and never provided notice for second claim. They initially denied first claim whereby I began submitting demand notices advising them of my rights, reciting federal laws and interpreting their terms of agreement. This continued for a short amount of time when they finally sent me a determination letter providing me with four reasons first smaller claim was denied. The reasons were ridiculous, unsubstantiated, unrelated to terms or laws, and not applicable to determination against paying claim. I again responded ripping apart their determination factoring points and again advising them of their legal obligations and demanding my money. I also again reiterated that they were to have provided provisional credit and need to do so immediately. I kept getting emails stating they received my fax, message, etc... and assuring me that everything is being reviewed. I finally received notice that my first claim (after they had professed it was denied and closed with no means of reopening) was resolved in my favor and money placed into my account. I then sent notices demanding second claim or provisional credit and immediately. They responded with second claim is still under review with max determination date of July 7, 2015 which is severely tardy and never stated as required before initial 10 days were past. Today I spoke with someone allegedly in their customer corporate team who would not reveal her last name, her supervisors last name, any contact information for corporate or presidential offices or higher ups, and attempted to tell me many lies which I caught her in and called her on. She then admitted that claims were denied by Visa which I stated was not my concern as my agreement is with NetSpend. Now I see all these similar types of complaints against them and it appears I may have to pursue litigation against them which I will surely succeed and it will not be mere $2,300 but far, far more substantial an amount. They are wrong and they are guilty of unclean hands whereby their negligence caused these disputes to be more than needed.

Desired Settlement: I want my second claim in amount of $2,300.00 that they were required to tender long ago. I want this immediately and would like for the BBB to stop sponsoring criminal enterprises such as this company by giving them good rating just because they attempt some sort of resolution. The fact that these patterns are as frequent as they appear should reveal that their practices are questionable at the very least. They are cheating consumers PERIOD. Anytime a business acts outside the scope of laws and their prescribed terms and conditions of agreement, those violations do not warrant anything close to an A as a rating grade. You exist to protect consumers not take on the role of being a stamp of approval for a criminal operation. Do you understand that resolution or not they cause harm, sometimes severe harms and undue hardships upon consumers by lying and severely delaying or never complying with their contractual and legal obligations. If I stole a vehicle from a person and they reported theft to police and I was a wanted fugitive but I contact the victim and apologize and offer to return the car does that mean I am not guilty of any crime? NO. So why do you extend good rating simply because they reply to customers after they harm them?

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mr. ******* states that according to federal law, and our card terms, he was supposed to receive a provisional credit within two days of filing his disputes claim. He wants the amount of his second claim credited to his account.

On April 26, 2015, Mr. *******’ card was reported as compromised and a transaction was disputed. We blocked the card and informed him an update on his disputes claim will be given in ten business days, May 8th. On the tenth business day we informed him of the 45 day timeframe to finalize the claim, July 2nd. No provisional credit was issued because we did not receive a letter of disputes within the first ten business days. He called on May 4th to dispute an additional fourteen transactions on a separate disputes claim. We informed him the second claim’s tenth business day update is May 18th. On the tenth business day, we closed his second disputes claim with no error found. A disputes closure letter was sent to him and later on June 1st, we mailed him the documents used to arrive at our decision. His first disputes claim was paid out on June 10th.

NetSpend regrets the inconvenience that Mr. ******* experienced with the reported misuse of his card and the disputes process. We follow all the Regulation E Guidelines for electronic funds transfers and our card terms for the disputes process. We have provided him 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:
This person is misrepresenting many facts. He avers that all procedures were followed in making determination. He is lying. I have audio recording and email message from NetSpend whereby they admit that they submit disputes from their customers to Visa or Mastercard and that they await determination by Visa or Mastercard neither of which is listed in procedures for disputes as you can see in attachment I provided. Furthermore, they have blatantly lied to me regarding the process as this person responding contacted me and proceeded to try and lie to me by stating that different people handled review of claims and that someone from netspend quickly determined that no error occurred on second claim that involved several transactions and more than $2,000.00 dollars with another netspend employee reviewed the first claim involving one single transaction of $29.95. Now how is it that the claim of 29.95 took almost 2 months but the more substantial claim could be resolved quick. Could it be because they did not want to provide provisional credit since I caught them lying about the first claim that included written dispute. Also, how could netspend employee make reviews when they have admitted that visa or mastercard make reviews and they base everything upon their approval? Regardless, federal law and netspends own policies show that the most I could lose on claim is $500 if I am shown to be negligent, which has not been shown. Netspend sent me determining factors that were so senseless that shows their true motives. I just have to review the substantial amount of complaints against this company to see how competent they run their business. I have been contacted by groups and attorneys that are reviewing many things in order to proceed against this company for their obvious improper business activities against their customers. How can netspend validate one claim and deny the other? If one claim deserved approval then so did the other since they were directly related and involved the same transactional period. This company is a farce and provided a clear evidentiary trail in handling this claim that I can be sure of. I will easily succeed in litigating against them not to mention the trouble they will bring themselves with a case like mine against them. Government agencies will be following up and their end result will not be justified against simply paying me as they should have done. 


Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** *******. Mr. ******* states that his disputes claims were not completed the same. He wants a payout for the second disputes claim.

As we stated in our previous response, Mr. *******’ first disputes claim did not receive a letter from him to explain the reason for the claim within the first ten business days. On the tenth business day, we informed him of the 45 day timeframe to finalize the claim, July 2nd. On his second separate disputes claim, he provided a letter during the first ten business days. On the tenth business day, we closed his second disputes claim with no error found. A disputes closure letter was sent to him and later on June 1st, we mailed him the documents used to arrive at our decision. His first disputes claim was paid out on June 10th.

In the case of Mr. *******’ disputes claims, Visa is the processor between NetSpend and the merchant. Visa holds the disputed funds until the claim is finalized. The winner of the disputes claim gets the disputed funds.

NetSpend regrets the inconvenience that Mr. ******* experienced with the disputes process. We follow all the Regulation E Guidelines for electronic funds transfers and our card terms for the disputes process. We have provided him 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:
I disagree with this person's correspondence as they have lied many times to this point. They now say that Visa is involved in dispute process and that Visa basically holds court between apparently NetSpend (claiming to represent the cardholder's interests) and the merchant who accepted the card with the winner receiving the spoils. Well this is ridiculous. Nowhere within the terms and conditions does NetSpend describe this as being the process and nowhere within terms and conditions or federal statute does it allow for 3rd party to play role as judge and jury upon disputes submitted by customers with NetSpend ever suggesting that they will attempt to WIN our disputes for us. It is very simple, customer submits disputes and the parameters allows for various results. The most I could be liable for would be $500 total of claim not the entire amount. Additionally, NetSpend never forwarded any documents used to make determination as he suggest. Also, the fact that they admit Visa makes decision, NetSpend cannot aver that they sent documents used by them to render decision. Again more LIES. Also, I am tired of them stating that written claim was not submitted by me within 10 days. They are lying and incompetent as any person must only review the records to see this is a LIE. I submitted formal written claims within 10 business days of both claims being made and said written claim contained both claim numbers and every single transaction disputed. It is NetSpend that has made determination and they purposely (as obvious by results) denied the substantial 2nd claim quickly as a means of attempting to justify not issuing provisional credits as promised (I have recordings of all conversations and email confirming receipt of compliance claims I formally sent). Even if Visa was the party calling the shots that still fails to release NetSpend of liability as they are breaching agreement and laws in reaching the results they have and it will not just go away, nor will I. They will make a MOUNTAIN out of a molehill, but that will be upon them. I have recording whereby representatives attempt to deny what this person just openly stated about Visa (3rd party) being involved and relied upon for an agreement NetSpend desires to make them a party to. If NetSpend wants to place other entities in harms' way meaning include them in litigation as defendants then by all means it will suit me just fine as I will have more to go after. Either way NetSpend is not thinking clearly and these little games they are playing and things they are planning will not work and I know exactly what they think they have but truly do not. They are culpable no matter how they paint this picture. That is clear and not matter of interpretation. To gain employment at NetSpend does not require a high school diploma that is very clear.   

Regards,

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

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a prepaid card from one of their Ace Cash Express stores and asked if I'd be able to use it right away. The lady said of course. You just need to activate it. Well, I've tried several times and keep getting told someone will call me because I was a SECONDARY on an account that owed $82. Ive explained to them I never overdrawn from my card. Hell it wasn't even my account. Every time I ask for a supervisor, I'm placed on hold for hours. I was told that I'd be able to use my card on yesterday. Didn't happen. Today the guy said give it "4business hours" I asked what the hell is "business hours" from my understandin, business days are Monday- Friday. Are you trying to play me. I'm not stupid if you are trying to tell mebto call Monday then say that but don't try to play me. Then he said yes call on Monday. I asked for a supervisor and was told that they can't help me and placed on hold for hours. Wednesday I was told to call on Thursday. Thursday I was told to call on Friday. Now today is Saturday and they want me to call Monday.

Desired Settlement: Refund

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. Ms. ***** states that she was not able to activate the card due to a past account where she was a secondary cardholder. She wants the money refunded from the new card.

On June 25, 2015, Ms. ***** attempted to activate the new card. The information entered automatically blocked the account due to a past account where she was listed as a secondary cardholder. This account was left with a negative balance for more than 180 days. Our Recoveries Department reviewed her new account and removed the block. We contacted her on July 6th to inform her that the card still needs to be activated. Ms. ***** called later in the day and activated the card for use as conditionally approved. To get the card fully activated, she will need to submit identity documents for manual approval.

NetSpend regrets the inconvenience that Ms. ***** experienced while trying to activate her card. We have provided her 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,

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

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed in my taxes in March 2015 for the year 2014itss 2014 its was my last year working i am fully retired now thank you Lord. I never received my netspend prepaid card where my refund would of been available to me. Netspend told me my card was used and i had no money available. I never received anything from netspend. The day my card was supposedly delivered to my house i wasn't home (((I had called 911at 730am i have paper work stating i was in the ambulance)) my husband was taken to hospital in ambulance for a heart attack he had when i returned home the next day i noticed my car was broken into to my purse was stolen i called the police they made a report So who ever stole my purse n other belongings had probably took my card that was left at my front door by ups according to netspend i would like my money im an elderly women who has worked hard for my money i am heart broken to think someone would just someone else belongs. I have called netspend over n over they just give me a hard time i filled the paper work saying i never received a netspend card and my case was denied i dont see how they would do this to me I am so much in need please please help me get my money i deserve thank you

Desired Settlement: I never received my card and i have proof i wasn't home so they need to give me my money

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Mrs. ***** states that she never received a NetSpend card and the tax return that was deposited to the card was stolen. She wants to receive her money back.

On April 8, 2015, Mrs. ***** called to report she never received the card we rushed to her address. She disputed all items that were purchased with that card. Since this was a new account, the disputes claim update would be given in 20 business days, May 6th. On the twentieth business day we closed the disputes claim with no error found. A disputes closure letter was mailed out to Mrs. *****. We have requested that the documents used to arrive at our decision be mailed to her.

NetSpend regrets the inconvenience that Mrs. ***** experienced with the reported theft of her money. We have provided him 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:

Regards,

***** *****

Business Response:

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** *****. Mrs. ***** states that she is not accepting our response.

Our response remains the same, on April 8, 2015, Mrs. ***** called to report she never received the card we rushed to her address by UPS. She disputed all items that were purchased with that card. Since this was a new account, the disputes claim update would be given in 20 business days, May 6th. On the twentieth business day, we closed the disputes claim with no error found. A disputes closure letter was mailed out to Mrs. *****. We have also mailed the documents used to arrive at our decision on June 24th.

NetSpend regrets the inconvenience that Mrs. ***** experienced with the reported theft of her money. We have provided her our 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: I had my personal information , cell phone stolen from my vechile that day that u.P.S.
 left my net spend card in front of door   at that time no one was home  we were af the hospital we were taken in ambulance i have a report and proof with informatiom of time ambulace picking us up from my house that shows I wasn't HOME .o who ever took my stuff  had access my info


Regards,

***** *****

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been dealing with the Net-spend corporation for over 4 years now. I had an open account with the Net-spend Corporation with a Net-spend all access card. Back in March, 2015, I had a balance of 5,863.00 When going on-line to check my account balance I had no access to my account. After attempting to repeatedly log in I contacted customer service. I was told that my account had been closed for fraudulent activity and that I would receive a check within 20 business days for the amount on 5,863.00. After 20 business days I contacted them again and was told that they were just processing my account but now I was due a check of 3,100.60. Again, they said it would take 20 business days however, due to the situation it would be expedited. Now each time that I call because of the account closure, no one will give me any information and I'm told that they cannot gather any further information on my account or give me any refund information.

Desired Settlement: I would like to have a full refund of my amount of 5,863.00. The account was used for direct deposit with SSA. I do not understand how an account can be closed and your money is held when the account is a pre-paid account from the start. The Net-spend corporation has Customer service that is poor, cannot speak or understand proper English. I would just like to get this issue resolved SASP

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mrs. ****** states that her account was closed due to fraudulent activity and she was supposed to get a refund in 20 business days. She wants a full refund as soon as possible because she never received the funds.

Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Mrs. ******’s account on April 17, 2015. We requested copies of identifying documents in order to remove the block. We reviewed the documents and closed the account that same day. The remaining funds on Mrs. ******’s account are being returned to the sender of the deposits.

NetSpend regrets any inconvenience Mrs. ****** experienced with the review of her documents. We have provided her with our 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: Nothing was done wrong on my part. They closed the account due to no fault of my own and have been holding onto my money for 3 months. I need this resolved!

Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* ******. Mrs. ****** states that she is rejecting the response because she did nothing wrong. She wants the money that is being held by NetSpend.

As we stated in the previous response, our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Mrs. ******’s account on April 17, 2015. We requested copies of identifying documents in order to remove the block. We reviewed the documents and closed the account that same day. The remaining funds on Mrs. ******’s account are being returned to the sender of the deposits. The senders of the deposits must send letters of indemnity to us in order to return those funds. We have given this information to Mrs. ****** by email.

NetSpend regrets any inconvenience Mrs. ****** experienced with the review of her documents. We have provided her with our 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:

Each time that I have called into Netspend, they have told me that I would be receiving a check in the mail for my balance. I still have not received anything. I am not understanding how funds can be held on a prepaid card. The Netspend customer service is horrible. Each time I call I'm told that my money will come within 20 days! Where is it??

Regards,

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

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been with NetSpend for about 6 months within this time I have had about $4020 taken from account by NetSpend customer. On or about June 3, 2015 the amount of $80 was put unto account, when was pending but never posted to the account. Then again on June 4, 2015 another $80 with the same problem. Then on June 13, 2015 an amount of $780 cash was deposited to the account was said to be pending but not accounted for. Again on June 20, 2015 when to deposit a check in the amount of $3015 from IRS and was told that they had already sent it straight to the account. By this time I had already called NetSpend in regards to my funds about 20 times. I called them after hearing this and was told that my funds were no longer pending and none of the funds were on the card nor accounted for.

Desired Settlement: I will like the amount of $3860 returned to me , plus another $1500 for pain and suffering for not being able to do thing I need to for my five children.

Business Response:

Friday, June 26, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******.  Mr. ****** states that he made a deposit to his account, but no money posted.  He wants the money returned to him and compensation for pain and suffering. 

On June 26, 2015, we called Mr. ******, but the telephone did not connect to him.  We sent him an email requesting copies of the load receipts for his deposits.  When he sends the requested documents, we will investigate further.  The three accounts in his name do not show the deposits he describes. 

NetSpend regrets the inconvenience Mr. ****** experienced with attempting to load funds to his card.  We have provided him with our contact information should he have any additional questions or concerns. 

Thank you,

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

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had this account for over 5 years and it is rare that I would ever have a complaint about this company or it services, but unfortunate this did occurred yesterday. A family member tried to transfer funds to my account and was presented with information that my account was block. They presented customer service with the flash pay code that was issued out to each on their accounts for money transfer but was still denied. So I called to verify the problem and received a very rude and demanding customer service rep who stated that this hold has been on my account since February. I did express to her that I have never given permission for my account the have any holds or blocks on my account and I've never received any notifications that on was placed on my account. She stated that the reason for a hold being placed on my account was due to me having a new account. Notified her that this account has been active for over 5 years. Then she said that it might be for me doing too many transfers and I also informed her that if she would check my account that although I make transfers, but I do not make that many in a year. She went further into details that since this was a Friday evening that department that handles that information was closed for the weekend and that I would have to wait until Monday to make a request. The request that I would have to make takes up to 6 business days. I have been calling for 2 days for a supervisor and not one rep transferred me to a supervisor when requested, but instead I get a attitudes, dropped calls or told that I must listen to what the rep has to say. I am applauded at this continuous disrespect of this service. Yes I am upset and yes I could have cursed this individuals out, but I did not. I am currently on the phone ans spoken to ****** (5th call) placed on hold and put back in the que after being on hold for over 25 mins and ****** (6th call) re-explained the same information and was in formed that it was due to a temporary card placed on my account. I have never had a temporary card on my account so that was not accurate information. I did express that this was not excellent customer service. I receive notifications for everything else but as a customer I have could not receive any notifications that there has been a change to my account. There was no notification that there was a block stated by the transfer information on the website. I am not happy with the service of Netspend at this time and due to this I am truly considering dropping this account for a traditional bank so that I would no longer deal with this issue or issues like this. At least with the bank I am able to get some form of notifications and able to speak to someone higher up without being hung up on.

Desired Settlement: For my account to be fixed and for them to correct the way people are able to received notifications on their accounts or put this on their account. Similar to the way that they are able to show benefits to the account. Please note that I have been on hold for over an hour for a supervisor.... no one has clicked over to say that they were waiting on a supervisor or nothing. I am not pleased with this service.

Business Response:

Friday, June 26, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ********** *****.  Ms. ***** states that she was blocked from transferring money to another cardholder’s account.  She wants the transfer function fixed on her account and to be notified of benefits. 

On June 20, 2015, Ms. ***** requested to transfer funds from her account to another NetSpend cardholder’s account.  To protect our cardholders from risky Cardholder Transfers, NetSpend has initiated a block that will prevent cardholders from processing high-risk Cardholder Transfers until the identity of the cardholder that is transferring the funds is verified. Our cardholders will have full card functionality, except for sending and receiving the Cardholder Transfers while the block is on.  Ms. ***** answered the identity questions successfully that day, and our Risk Department removed the block. The transfer function is available on her account. 

NetSpend regrets the inconvenience Ms. ***** experienced because of the protective block.  We have provided her with our contact information should she have any additional questions or concerns. 

Thank you,

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

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a charge 6-15-2015 that did not go through on my credit card . They told me i had to get a letter from the business faxed to them which i did 3 times . Each time they said it did not match their records which i did check every time if it was the right transaction . They are holding my money and will not release it without the proper documents which i have already have sent 3 times . They also like keeping me on hold for a average of 45 minutes .

Desired Settlement: Give me the money that they are holding back on my account

Business Response:

Friday, June 26, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******.  Mr. ******* states that a charge on his card did not go through, but the funds were not released after he sent documents three times.  He wants the money returned to his account. 

On June 15, 2015, TVG Online charged Mr. *******’ card $106.61.  The funds for that transaction were held in a pending status waiting for the merchant to collect.  Mr. ******* informed us that the charge did not complete on the merchant’s end and he wanted the funds put back on the card balance.  We told him it could be released if we received documentation from the merchant stating they will not be collecting on that specific charge.  The documents we received were unacceptable because the amount listed did not match the transaction.  After seven days of the merchant not collecting, that transaction amount was released back to Mr. *******’ card balance. 

NetSpend regrets the inconvenience Mr. ******* experienced while waiting to get the pending transaction released.  We have provided him with our contact information should he have any additional questions or concerns. 

Thank you,

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

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an account With this company I disputed 2 unauthorized charges made to public storage netspend gave me my money back then when I got my paycheck they took the money back saying the merchant took the money out my account but I never authorized that so netspend paid them without my authorization then when I called and disputed the charges they told me I could transfer my remaining balance to another card temporarily I agreed and they transferred it to another card but the card was expired on the card the expiration date said 10/17 but in their system the card was already expired and the lady transferred my money to this expired card anyway I need my money back and a new card to be able to access my money Oh also they were very rude refuse to give me their full names or any information on how to contact someone in their corporate office to resolve this situation

Desired Settlement: I would like my money and a card that works so I can access it as soon as possible

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that she disputed a transaction and when the money was put back by NetSpend, the merchant took the funds again. She wants her money and a card to access the funds.

On June 11, 2015, Ms. **** called to dispute a transaction for $100.00 with Public Storage because the services were not received. Our system automatically credited the amount back to her balance. Earlier that day, Public Storage charged her card $85.00 and those funds were pending waiting to be collected. Two days later, the merchant collected the funds. Ms. ****** disputed the second charge on June 17th. She reported the card as compromised on this second claim and we ordered her a replacement card. We will update her disputes claim in ten business days, July 1st.

NetSpend understands the disputes process is lengthy. We appreciate Ms. ******’s patience as we attempt to retrieve her funds. We have provided Ms. ****** our contact information should she have any additional questions or concerns.


Thank you,

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

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called PayPal prepaid services on Sunday 6/14/2015, because there was fradulent activity on my debit card ending in -****. I called customer service and spoke with a rep and the young lady told me on 6/14/2015 that she saw the transactions, my card was then blocked, and that I would get my money back in 3 days and my card in 7 days. So when I called today 6/17/15, its a whole different story. I have to write a letter, get a police report, etc. I live in ******* ********* and the fraud happened in ********. The transactions were pending on Sunday, but Paypal let the transactions post on Monday I live in *******, *********. NEVER been to Shreveport, LA. Now I have no access to cash, they have to do an investigation, but my bills are due. I have no way of getting funds out of my account. I feel like Im being treated as the criminal.

Desired Settlement: I want my money, the full amount, so I can keep my utlities on and pay for my childrens' daycare.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** **** ****. Ms. **** states that she disputed transactions on her account and the agent told her she would get the money back in 3 days and her replacement card in 7 days. She wants the full amount refunded because she has bills.

On June 14, 2015, Ms. **** called to report unauthorized charges on her NetSpend card. We blocked the compromised card to prevent any further misuse. We ordered her a replacement card. The transactions were still pending so we informed her that we could dispute the charges if the merchant collected the funds. The merchants collected the next day and Ms. **** disputed the transactions on June 17th. We told her that an update will be provided on the claim in ten business days, July 1st. The provisional credit decision will be made on that day. The final date of the disputes claim can be 45 – 60 days for domestic transactions.

NetSpend understands the disputes process is lengthy. We appreciate Ms. ****’s patience as we attempt to retrieve her funds. We have provided Ms. **** our contact information should she have any additional questions or concerns.


Thank you,

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

7/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I brought a new visa net spend card I had a negative balance from a previous account so the new card was blocked from use so I paid the negative balance off and my remaining money was still blocked and I was not able to use the new card or receive my money after I already paid off the balance

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. Ms. ****** states that she paid the outstanding balance on a prior account but her new account was closed anyway. She wants the use of her new card.

On July 1, 2015, we contacted Ms. ****** about her closed account. We reopened her account and unblocked her card by the close of the business day. NetSpend regrets the inconvenience Ms. ****** experienced with the closure of her account. We have provided her 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,

**** ******

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lots of charges on card for each purchase with 5 dollars a month fee. can't trasfer money into bank account , can only make small withdraws at one time, with a 2-3 dollar charge on every atm charge. A dollar charge even on small items. They charge even for closing an account. Can't seem to reach anyone at netspend and they have only phone number and fax for contact no address available Thanks **** **********

Desired Settlement: To obtIn money from card and get refund on ridiculous charges

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** **********. Mr. ********** states that there are charges for purchases when he uses the NetSpend card. He wants to get his money off the card and be refunded for fees.

On March 10, 2015, Mr. ********** selected to have his income tax return deposited to the NetSpend card. The terms of the card are available online for viewing when the selection is made and before the card order is confirmed. We mailed a card to Mr. ********** and included a hard copy of the card terms. His deposits were posted on March 16th and 30th.

He activated his card on May 27th. He was under the Premier Fee Advantage Plan that allows him to use the card for credit and debit transactions for a single monthly fee of $5. The first assessment of the fee would be a month after the card is activated. He never paid the monthly fee. Mr. ********** removed all of his remaining funds from the card on June 22nd by an over-the-counter transaction at a bank. The fee for this transaction is $2.50, which is not covered under the Premier Fee Advantage Plan.

NetSpend regrets the inconvenience that Mr. ********** experienced while using his card. He has been given my contact information should he have any further 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 **** **********. Mr. ********** states that there are charges for purchases when he uses the NetSpend card. He wants to get his money off the card and be refunded for fees.

On March 10, 2015, Mr. ********** selected to have his income tax return deposited to the NetSpend card. The terms of the card are available online for viewing when the selection is made and before the card order is confirmed. We mailed a card to Mr. ********** and included a hard copy of the card terms. His deposits were posted on March 16th and 30th.

He activated his card on May 27th. He was under the Premier Fee Advantage Plan that allows him to use the card for credit and debit transactions for a single monthly fee of $5. The first assessment of the fee would be a month after the card is activated. He never paid the monthly fee. Mr. ********** removed all of his remaining funds from the card on June 22nd by an over-the-counter transaction at a bank. The fee for this transaction is $2.50, which is not covered under the Premier Fee Advantage Plan.

NetSpend regrets the inconvenience that Mr. ********** experienced while using his card. He has been given my 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,

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

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,

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

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 17, 2015 I contacted NetSpend to attain my account and routing number so funds collected by my co-workers via GoFundMe could be deposited into my account; However, a NetSpend Agent gave me the incorrect account number and NetSpend refuses to do anything for the next 6 days.- I don't have 6 days. This money was collected to help me with medical expenses/deductions to remove a brain tumor. Without the collected funds I am unable to pay the required insurance deductible and the admitting fee required to proceed with my surgery. I now must live with pain and other debilitating health issues related to my brain tumor because NetSpend refuses to track the exchange and return the monies to GoFundMe\WePay so I can allocate to another account. I'm desperate- Please help

Desired Settlement: have the collected funds returned to the GoFundMe account so I can re-direct to another account not associated/affiliated with NetSpend

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. Ms. ****** states that she was given the incorrect information for a direct deposit. She needs the funds returned to the sender sooner than six days.

On July 1, 2015, we spoke with Ms. ****** concerning the expected direct deposit. She informed us that the problem has been resolved. The sender was given the correct information and the deposit posted to her account earlier in the day.

NetSpend regrets the inconvenience that Ms. ****** experienced while waiting on her funds to be deposited. If she has any further questions or concerns she can call 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,

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

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

Additional Notes

Complaint: My wife's income tax redund was from Netspend. She died in Calif. on Feb. 7th,2015. This occured after she had passed away. The account was used and about 2,300 taken out. I have filed a Fraud case with the police in Ca., they can't do any thing until I get an accounting from Netspend. They aiiowed someone to change the acount name and password. I just sent them My 5th letter (certified). Each time I call they say they have recieved the information that they requested, and it will take 20 days but all the paper work is in order. The next time I call, they tell me that they never recieved the informatthat they have requested. The last time I called they told me the case was closed and I had no case. the remainder of the account had been sent to an address in Ca. The whole amount of the claim is for 5,468.00.

Desired Settlement: I want the whole amount of the Netspend account returned to me (5,468.00). Also the paper work showing the withdrawals that were made after her death. I have sent all of the paperwork that they requested, now 5 times. This has now been 2 months. Wife's name ******* ******. address **** **** ***** ****** ***** ** *****. I just recently moved and notified Netspend of my new address.

Business Response: Friday, April 17, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. *** ******* states that his wife passed away before her income tax return was deposited to her NetSpend card.  Someone else used part of those funds and he would like all the money returned to him, including paperwork showing the transactions after his wife’s death. 

We are sorry to learn of *** *******’ wife’s passing.  On April 17, 2015, we spoke with him concerning the documents he sent to us for review.  Our review will be completed in ten business days from the receipt of his paperwork, April 27th.  Once we record him as the Executor of the Estate for his wife, we can send him the transaction history he requested and mail him the funds on the account.  We will notify him of our results. 

NetSpend regrets the inconvenience *** ******* has experienced as a result of his wife’s demise.  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

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 at this time.

Regards,

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

Consumer Response:

I have not heard from ***** ******** or Net Spend since intial contact with him. He assured me i would hear from him within 10 business days, it has now been 20 days. He does not respond to phone calls or emails. I don't know what to do now. I am hoping that you will intervene again on my behalf.

Thank you,

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

Business Response: To Whom It May Concern:

We received rebuttal complaint # ******** filed with your office by ***** *******. Mr. ******* states that he has not heard from us concerning his deceased wife’s account. He wants the funds that were remaining on the account.

As we stated in our response to complaint # ********, once we receive documents designating Mr. ******* as the executor for his wife’s estate, we will send the remaining funds to him. We have confirmed the receipt of the death certificate. We await the document that grants him the legal rights to the estate for the deceased person.

NetSpend regrets the inconvenience Mr. ******* has experienced as a result of his wife’s demise. 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

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

I am rejecting this response because:There is no estate and no probate. I have sent Net spend a notorzied paper stating that I am the executor (4 times). Their reponse is the same one they sent on first complaint. I am asking for the whole amount of 5,468, as none of the money was drawn out by ******* ******. All moneies on this account was drawn out after her death. They just keep giving me and the BBB the run-around.

Regards,

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

Consumer Response:

Complaint: ********

I am rejecting this response because:

I am rejecting this response because: I have recieved the paperwork that I requested, but no return of funds. Net Spend has all my paperwork and it now the end of June, still no funds.

Regards,

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

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mr. ******* states that his wife passed away before her income tax return was deposited to her NetSpend card. Someone else used part of those funds and he would like all the money returned to him, including paperwork showing the transactions after his wife’s death.

We are sorry to learn of Mr. *******’ wife’s passing. On April 17, 2015, we spoke with him concerning the documents he sent to us for review. Our review will be completed in ten business days from the receipt of his paperwork, April 27th. Once we record him as the Executor of the Estate for his wife, we can send him the transaction history he requested and mail him the funds on the account. We will notify him of our results.

NetSpend regrets the inconvenience Mr. ******* has experienced as a result of his wife’s demise. 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

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

I am rejecting this response because: I have recieved the paperwork that I requested, but no return of funds. Net Spend has all my paperwork and it now the end of June, still no funds.

Regards,

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

Business Response: To Whom It May Concern:

We received a third rebuttal complaint # ******** filed with your office by ***** *******. Mr. ******* states that NetSpend has all the paperwork and has still not received the funds from his deceased wife’s account. He wants the funds.

As we stated in our three previous responses, once we receive documents designating Mr. ******* as the executor for his wife’s estate, we will send the remaining funds to him. We have confirmed the receipt of the death certificate. We await the document that grants him the legal rights to the estate for the deceased person. 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

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for the upgrade to the NetSpend Premier FeeAdvantage account with the $5.00 monthly fee. Online it stated follow three easy steps 1- print form 2- give form to employer and 3- We will send you card and take care of the rest. I had a total of deposit of $600.00 within two weeks from the time i signed up to my "upgrade". Then i started to notice i was getting hit with fees a total of $10.00 for transactions there were made ($1.00 here...$1.00 there). I called and spoke to several reps and all they had to say it was my fault because i was supposed to call them to sign up for this type of account. Which on the website and on the paper work i received it never said nothing about calling after i receive my card to upgrade to this type of account. Nonetheless the supervisor Ms. ***** if thats even her name and ***** were rude and not even trying to work something out with me and blame it all on me. As a first time customer and first time calling the customer service number....it left a bad taste and no sense of courtesy at all. Even the big corporations banks such as Bank of America, Chase etc value their customers and try to ensure we are being helped and put themselves in their customer shoes. This company has no compassion for their customers, they have a lack of common courtesy, lack of respect and loyalty. Also, the verbiage on the website should be changed.

Desired Settlement: I want my refund that i am entitle to. Especially with the customer service that i received not from just the customer service agents but from the SUPERVISOR was disgusting. I work in both the Airline industry, call centers and currently at a 5 star hotel in customer service and i have been in the industry for 10 plus years and will never treat a customer that is bringing money to the company the way I was treated, nor by phone or in person. Company survive off of how their customer service is delivered.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Mr. ******** states that he signed up for the premier card, but did not receive the benefits of the $5 Fee Advantage Plan. He wants to be refunded for the fees that should have been covered under the plan.

On June 23, 2015, we contacted Mr. ******** about his NetSpend Premier status and the Fee Advantage Plan (FAP). He did receive the qualifying deposits to be upgraded to premier status on June 17th. Since he was not previously subscribed to the FAP, it did not automatically switch to the $5 plan cost. We explained the plan and issued a courtesy credit to Mr. ********’s card.

NetSpend regrets the inconvenience that Mr. ******** experienced with the premier upgrade. He has been given my 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,

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

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to use an ATM Cardtronics machine to withdraw funds from my account but the ATM did not dispense any of the funds requested, however, the money was removed from my NetSpend checking account anyhow. Upon calling Cardtronics for assistance I was instructed by their automated system to contact my financial institution and file a dispute. I contacted NetSpend and filed an ATM dispute with my bank! I was told it could take up to 10 days to receive and "update" on the status of the "investigation". I reached out to Cardtronics Dispute Settlement department and received confirmation that they have agreed and that my $202.50 was returned to Netspend on June 9th. Well, it's now June 16th! and my funds are still not in my account. Each time I call Netspend they give me the same ole song and dance that there is no update received. It's clearly obvious this company is ripping off it's customers/clients. When I asked why it's taking them so long to check the database and retrieve my refund and place it into my account the customer service reps only repeat the same ole lines about it taking up to ten days before I can receive an update. TOTAL RIP OFF!!! This company is holding on to my money!!!!

Desired Settlement: I WANT MY $200 REFUNDED TO MY ACCOUNT!!! The ATM merchant has confirmed and admitted there was an error, they have balanced their machine and found the issue and returned my funds to NETSPEND Inc. BUT NETSPEND Customer Service Reps and Their Management Team are continually stating that the funds have not been received from the ATM Merchant. Which is clearly a lie!!!! I NEED MY MONEY REFUNDED TO MY ACCOUNT NOW!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. Ms. ****** states that she filed a disputes claim for an ATM transaction that did not dispense cash. She wants a refund because the ATM owner admitted no cash was given. .

On June 3, 2015, Ms. ****** disputed an ATM transaction where she did not receive the cash. We informed her that an update would be given on her claim in ten business days, June 17th. On that day we issued a provisional credit for the amount of her claim. The final date of the disputes claim is July 18th. The next business day, July 20th, the claim will be closed. No further action will be required as long as the claim is successful, since Ms. ****** has already received her funds.

NetSpend understands the disputes process can be lengthy. We appreciate Ms. ******’s patience as we attempt to retrieve the funds from the merchant. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

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

Additional Notes

Complaint: 10 June 2015: an erronous transation was placed on my account in the amount of 99.96 from SONY NETWORK, i caontacted Netspend to dispute this item. During this time my wife and children were travleing to Florida for family vacation. 11 June 2015: my card was deactivated, i spoke with a rep and explained to the rep that i was traveling and that we needed the funds to return home, for gas. 11 June 2015, i called and asked for a status of my refund and was then told that i had to send a letter disputing the calim. once i sent the letter i received an email confirmation that i will be contacted in 6 hours. 12 June 2015 contacted Netspend and was told that the reversal of funds takes 7-10 days. i again explained my situation that i was travleing and had no acces to funds. i asked to speak to a manager was was placed on hold for 31 minutes before i hung up. 13 June 2015: Contacted netspend on status with same outcome 7-10 days, i had to borrow money from a family member to get my family back home. 16 June i still have not been contacted by rep or refunded my money.

Desired Settlement: I would like a full refund immedialty and any other compensation that the company deems necessary for ruing my summer vaction. *** ****** ** ****

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. Mr. **** states that he filed a disputes claim on an erroneous charge but he did not get his money back. He wants a refund immediately and compensation because his vacation was ruined.

On June 11, 2015 Sony Play Station charged Mr. ****’s card $99.96. Sony had his card number from earlier transactions. He called to get the pending funds released back to the card balance. We explained that he needed to call Sony first to cancel the transaction. Once we received confirmation from the merchant that they would not be collecting, we could release the funds back to his card balance. Sony collected the charge later that day. Mr. **** disputed the Sony Play Station transaction on June 12th. We informed him that we will update the disputes claim on June 26th. The provisional credit decision will be made on that day.

NetSpend regrets the inconvenience that Mr. **** experienced with the charge on his card. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Call to complain about not being able to access my internet account it worked. next time I tried it wouln,t work. date told me I need a computer to reset my password I've done this on my phone today and I've been doing this on my phone for 2 years they have an application for Android phones I asked to speak to a supervisor they put me on hold 2 time for 20 to 25 minutes each I had these calls recorded if you would like to hear them ,send him email me

Desired Settlement: help me gain access to my internet account

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mr. ******* states that he is unable to log into the NetSpend website. He wants assistance getting access to his online account.

On June 24, 2015, we contacted Mr. ******* to assist with the website login. It was not an appropriate time for him so we scheduled an appointment for the next day. NetSpend regrets the inconvenience that Mr. ******* experienced with accessing his online account center. He is subscribed to the free text message alerts, so he will receive notification of transactions and he can request real time balance information on his account. We have provided him our contact information and we will assist him at the scheduled time.


Thank you,

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

7/1/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ******** ******* and I am contacting you in regards to my netspend account ending in 9172. I files a dispute on May 27 2015 and it was declined. I am unhappy about this situation seeing that I have been a customer for many years now. I am a disabled woman whom was taken advantage of and I was also told that my funds were being reimbursed but they have yet to have done so. Please contact me immediately! Last ** **** ****** ******** **** *** **** ** **********

Desired Settlement: I would like my dispute reevaluated and a new decision to be made based on my evidence I provided. I would like to receive my funds back immediately please!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. Ms. ******* states that she filed a disputes claim and it was declined. She wants her disputes claim to be reviewed and a new decision made.

On May 27, 2015, Ms. ******* called to file a disputes claim because her card was compromised. We informed her that we would issue an update on the claim in ten business days, June 10th. On the tenth business day, we closed the disputes claim as no error found on the transactions. We sent Ms. ******* a disputes closure letter. We requested that the documents used to make our decision be sent to her.

NetSpend regrets the inconvenience that Ms. ******* experienced with her disputes claim. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a prepaid card. I tried to activate the card and the company said that they needed more information. I have sent them all the information they requested.my first two or three emails my social security card image was accepted and the last email they are denying it and will not activate my account. They told me I needed to go to social security and get a new card. All of this is excessive for prepaid card. They will not activate my account even after submitting everything they requested. I put $82 on the card to pay my car insurance and they will not release my funds. I have my receipt and all my emails. I need to pay my car insurance.

Desired Settlement: I want my money back or my card activated so that I can pay my insurance.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. Ms. ******** states that she was not able to activate the card she purchased without sending documents. She wants the money back or the card activated.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging.

On June 6, 2015, Ms. ******** attempted to activate the new card online. The information entered could not be verified by the automated system so she was asked to call customer service. We requested for her to email identity documents so we could manually approve the account. We received the acceptable documents and approved the account on June 10th.

NetSpend regrets the inconvenience that Ms. ******** experienced while trying to activate her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had two account that was disputed of purchases i never did on May 28, 2015 purchase was made without my consent. Other purchases was made May 29, 2015 but cleared May 30th. I talked with a agent today June 11, 2015, because i was notify that 1 account was cleared with was the purchase that was cleared May 30th. what i received. my question was why did i not received my money back for May 29th. the agent ***** that i spoke with said, she did not know why. at first she said it was already settle. I told know the claim ******* for 225.63 was closed and settle not claim ****** for 318.79. then she went back and said oh it still being process. Make be feel unsure that this is true. Not good business. Like i mention before i will let everyone know of this situation, no matter if it is social media or just word of mouth. I have been with this company for at lest 9 years. I would like to email the corporation, but like other organization you have assess during may avenues. Not netspend. they show you people in high management. but direct all calls or show calls that will direct you back to normal customer service. As if you was just checking your balance. Again very unhappy and more.

Desired Settlement: i want my this dispute to be settle. the agent did not show great concern that i spoke with until i assist her to check this claim number. again. i will talk to BBB again, facebook, tweet it , word of mouth, and any other social media that will listen to me

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ***. Ms. *** states that she filed two disputes claims and she got a confusing response about the settlement of the claims. She wants her disputes to be settled.

On May 29, 2015, Ms. *** called to file a disputes claim for seven transactions on her card. Four of the charges had been collected by the merchants, so they were disputed that day. She called back the next day to file a claim on the remaining three transactions. We informed her that both claims would be updated in ten business days, June 12th. The second disputes claim was paid out on June 10th, while the first claim received credit on June 12th. The disputes analyst did not provide information about the claims until the payouts were issued. We sent Ms. *** the closure letters for each disputes claim.

NetSpend regrets the inconvenience that Ms. *** experienced while waiting for the disputes claims to settle. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

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

Additional Notes

Complaint: I went to an authorized load dealer at approximately 8:30 pm on June 13,2015 and made a load for $10. Revisited the same location at 9:15 pm in the same day and loaded $10 more. At 10:45 I'd noticed I still did not have access to any of my funds. I called Netspend to inquire about my funds and was told that a load can take up to 30 minutes to reflect into my account. It is now 1:18 pm the next day and I still do not have access to my funds. No one can tell me where my money is or when it will reflect into my account.

Desired Settlement: i would like to have access to MY Money that is all

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states that she put funds on her card but the money was not available to use. She wants to have access to her money.

On June 22, 2015, we spoke with Ms. ****** and explained the amount of funds available on her card. When Netflix attempted a second charge on her account, the balance was less than the requested amount so the transaction was declined.

NetSpend regrets any inconvenience Ms. ****** experienced with the card transactions. We have provided her with our contact information should she have any additional questions or concerns.


Thank you,

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

6/30/2015 Problems with Product/Service | Complaint Details Unavailable
6/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: NetSpend authorized credit card charges while i was incarcerated Net Spend authorized credit card charges, while i was incarcerated from July 23, 2014 to March 5, 2015. Net Spend authorized credit card charges, while i was incarcerated. It happened between July 23, 2014 to march 5, 2015. They will not resolve my problem. I have sent them the Dispute Documents they asked me to send them, just to find out a few minutes later they never received the Fax. They were placing me on long hold times, with numerous excuses. I spoke with different supervisors only to be told a bunch of lies in return. A lot of empty promises. They were not responding appropriately to my emails. They never alerted me as to my refund, which they supposedly promised to place on my card. They gave lot of false information to me with no results.

Desired Settlement: I am still waiting to receive my money. They refuse to replace it on my credit card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Mr. ****** states that funds were taken from his NetSpend card while he was incarcerated. He wants the funds returned to his card.

On May 19, 2015, we spoke with Mr. ****** about disputing the transactions on his account. He stated that he would send a copy of his incarceration release papers so we could consider this for evaluation on his disputes claim. We will review his documents when received.

NetSpend regrets the inconvenience Mr. ****** experienced with his card being use while incarcerated. He has been given my contact information should he have any additional questions or concerns.


Thank you,

***** ** ********
********* ******** ******** ****
NetSpend A TSYS Company

Consumer Response:

 June 3, 2015

 

To whom it may concern

  I am writing a response to Netspend denial to pay me 2,100.00 which is due to me. I was incarcerated between July 22, 2014 and March 5, 2015.  I did not give anyone permission to use my card. I am asking for my money to be replaced on my card.  It has been 60 days.  I keep getting excuse after excuse about this money.  I have already sent in my information concerning this dispute.  The information they requested was only for me to send them the paperwork of the dates I was incarcerated.  I have long did that and Netspend is still refusing to grant my request. This is causing me pain + suffering.  I need my money.  This letter is in reference to #********** Dispute with Netspend. 

 Sincerely, 

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

Business Response:

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** ******. Mr. ****** states that he sent the papers showing he was incarcerated. He wants to recover the funds used while he was in prison.

As we stated in our previous response, we need a copy of Mr. ******’ incarceration release papers so we can consider this for evaluation on his disputes claim. We have no record of receiving this information. NetSpend regrets the inconvenience Mr. ****** experienced with his card being use while incarcerated. He has been given my contact information should he have any additional questions or concerns.


Thank you,

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

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did not receive my direct deposit fr 564.00 from march 3rd.

Desired Settlement: I would like my deposit I did not receive n an apology n credit of 200 dollars for aggregation.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. Ms. ****** states that she did not receive a deposit for $564.00 on March 3, 2015. She wants the deposit, a $200 credit for aggravation, and an apology.

On June 19, 2015, we called Ms. ****** and sent her an email. The first deposit from Social Security Administration for $564.00 posted to Ms. ******’s NetSpend account on February 26, 2015. This was the deposit for March 3rd. NetSpend posts the Automated Clearing House (ACH) deposits when we receive them from the sender. We instructed Ms. ****** to review the transactions at the online account center.

NetSpend regrets any inconvenience Ms. ****** experienced as a result of the early posting of her deposit. We have provided her with our contact information should she have any additional questions or concerns. .


Thank you,

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

6/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Netspend has locked my account due to a credit on my account from walmart. I have sent them receipts as requested, they claim they will contact me back, and never do. I want access to MY money they are holding hostage! ******** is my account ID on netspend.

Desired Settlement: I want access to my money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Mr. ***** states that his account was blocked due to a refund he received. He wants access to the funds on his account.

On June 13, 2015, Mr. *****’s NetSpend card received a credit from Wal-Mart in the amount of $281.22. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. He called the same day to get the block removed. Our Risk Department requested a copy of the original receipt for review. The block was removed after receiving the requested document.

NetSpend regrets any inconvenience Mr. ***** experienced as a result of the merchant credit. Should he have any additional questions or concerns, he can reach us at ***************


Thank you,

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

6/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On hold for 45 min to speak to a supervisor. Noone ever came back to check in or say anything. I sent an email to complain- they did not even address the ridiculous amount of hold time.

Desired Settlement: I need them to call me and discuss my account.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Mrs. ******** mentions she was on hold for 45 minutes waiting for a supervisor. She wants someone to call her to discuss her account.

On June 19, 2015, we called Mrs. ******** to discuss her account. We also sent her an email apologizing for the length of time she had to wait for a supervisor. We will assist her when she returns our correspondence.

NetSpend regrets the inconvenience that Mrs. ******** experienced while trying to contact us. We have provided her our contact information should she have additional questions or concerns.


Thank you,

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

6/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to unlock card after providing requested documents A few days ago I purchased a Netspend prepaid visa card (Card last4 #****) to make a one time purchase for my business that I did not want going through my personal account.$50.00 was loaded and the card and account was set up online. A few days later I was notified by the billing company that the charge did not go through. I called netspend and they said my account was locked and I needed to provide proof of identity, and address. The requested items were copy of DL, SS card, and a bill, bank statement, ect... with my name and address. I sent the requested documents to netspend. The bill used was my Sprint cell phone bill. I received an email saying that item was rejected. I then received another email with a list of acceptable items. On that list was "Cell phone bill" I then resent the document thinking the bill portion being on the 2nd page might not of been received. I then received another email stating my cell phone bill was rejected. There is no reason for my cell phone bill to be rejected if it is on the list of approved documents. It is my current bill that is not past due. As a business owner it is unacceptable and unethical to tell your customer that something is acceptable and then continue to decline it.

Desired Settlement: Currently I just want my $50.00 plus the activation fee refunded to me, or my account unlocked. If we cannot reach an agreement through the BBB I will then seek legal action. This situation has inconvenienced my business, and my customers. If I have the seek legal action the amount will be a lot more.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Mr. ******* states that he sent all requested documents, but the account block has not been lifted. He wants the account unblocked and the funds he loaded onto the card. .

Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Mr. *******’s account on May 25th. We requested copies of identifying documents in order to remove the block. The documents received were not acceptable. The acceptable phone bill is for a landline phone. We have re-emailed the full list of acceptable documents to Mr. ******* on June 18th. He responded with a request for his funds. We will mail a check to his address on June 26th.

NetSpend regrets any inconvenience Mr. ******* experienced with the review of his identity documents. We have provided him with our contact information should he have any additional questions or concerns.


Thank you,

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

6/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A fradulent charge of $1.00 from videostripe.com in Brazil was charged to my card on Friday June 12th, 2015. I was never contacted by the "Risk Assessment Team" alerting me that my card was put on hold and my funds were inaccessible. Sunday June 14th, 2015 I loaded $360.00 onto the card at Wal-mart in ***** ***, WI. There was no alert when funds were loaded on the card that there was a hold or fradulent charges on my card. Only after trying to pay a bill online did I become aware that my funds were inaccessible. I contacted the # on the back of my card and after being tossed around to 4 different customer service reps, put on hold for 1 hour and 49 minutes, and the only way to reach a person was to call back on a different phone to have them answer within 3 minutes, but I was told they were not able to do anything about it until Monday as their "Risk Assessment Team" was not in. I see this company has many complaints filed for this exact reason and most never received their funds. I would like to withdraw all of my money from the card and I want this company to close the account and delete any personal information as there are clearly issues with fraudulent charges and the company's security practices. I do not want to wait for a check to be issued as there is no way to track that and I need access to my funds to pay bills.

Desired Settlement: I want to remove all of my money from my card via ATM or money transfer to my paypal account. I do not want a check issued. I want my card closed and any and all personal information deleted from their system.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. Mr. ******* states that his account was blocked without his knowledge, preventing him from using the funds on his card. He wants access to his funds.

Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Mr. *******’s account on June 12, 2015. We requested verification of an attempted charge on his card. The transaction was verified on June 15th and the block was removed.

NetSpend regrets any inconvenience Mr. Lawson experienced with transactions on his card. We have provided him with 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,

**** *******

6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bank locks account due to a refund I purchased a Sweeper for $206 ($100 cash & $106 using my bank card). I did not like the sweeper so I returned it 2 days later. The company was a small sweeper company so they did not have cash on hand to refund my purchase, so they refunded the entire transaction to my card. The bank locked my account because of this, then I proceeded to be transferred around and on hold for 3 hours trying to reach a supervisor to get no resolve.

Desired Settlement: I want my account unlocked and my refund processed and the company to credit my account for the 3 hours of minutes they cost me (roughly $10) credited to my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Mr. **** states that his account was blocked due to a refund he received. He was transferred and put on hold for three hours to resolve the block. He wants the account unblocked and the refund processed. .

On May 18, 2015, Mr. ****’s NetSpend card received a credit from T and H Sweeper in the amount of $206.00. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. He called on May 19th to get the block removed. Our Risk Department requested a copy of the original receipt for review. That same day the block was removed after receiving the requested document.

NetSpend regrets any inconvenience Mr. **** experienced as a result of the merchant credit. We have provided him with our contact information should he have any additional questions or concerns.


Thank you,

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

6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had money stolen and they are making it impossible for me to get the information so I can get my money returned. I had over a thousand dollars stolen from my account. I am on a budget and this has left me with no money to my name. I called the police and they asked for the number for the company and the company has listed a "fraud" number but it is nothing more than the same exact number as customer service and if you do not have a cad number you can not get through so they make it impossible to file a complaint. The company said I have to print out my statement online and explain every fraudulent charge but since they stopped my card so no more fraudulent charges can happen I now can not get online to get the charges to write a letter to get my money back. So they play games with peoples money I have been on hold for 2 hours today they keep putting me on hold and then after an hour or so they hang up. I was on hold yesterday for over 4 hours and they finally said they would fix everything and of course today when I tried to access my account online it would not let me and now I am currently being jerked around on hold for the last 2 hours. This is looking like they just don't want me to be able to get my money back.

Desired Settlement: I want them to be charged with purposefully making it impossible to get your money back when they claim if you ever experience fraud they will immediately help you. I want my money back . I want them fined.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Ms. ****** states that over a thousand dollars was fraudulently stolen from her account and she did not get immediate assistance. She wants her money returned.

On May 30, 2015, Ms. ****** called to dispute several unauthorized charges on her NetSpend card. We blocked the compromised card and ordered her a replacement. We updated her disputes claim on the tenth business day, June 12th, with a request for a written letter of disputes. We issued a provisional credit for the amount of the transactions on June 17th. We are still waiting on the letter explaining the details of her disputes claim.

NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. ******’s patience while we attempt to retrieve the funds for her disputes claim. We have provided her with our contact information should she have any additional questions or concerns.


Thank you,

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

6/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 11, I called to request a savings balance statement (showing I have $5000 in my NetSpend savings account) and wanted to receive it via email. The rep told me I would get it within 24 hours. I called back on the following day, June 12, because I never received any response. The rep said there might be something wrong with my email account as I should have received it. Then I provided a new email address. On the same day, I noticed a charge of $5.95 to my account and I called to ask about it. The rep said it's for the statement I requested and he asked me if I would like to receive it via mail as he didn't have my email information! Also, he was not sure if the back office would approve the request (so things changed here, first "yes, we can do that", then "no, it is uncertain but possible). I was asked to call back and I did call back on June 13 to follow up. The rep said the request was submitted but still pending and she didn't have any update on that. I called multiple times on June 15 but my questions never get answered (why it took so long and when I could receive it). The only thing they did is that they kept telling me I would receive a statement about transaction history, just have to wait. Finally, I received the statement via email on June 16, which is completely useless! It just says "the customer has a savings account with NetSpend" and that's it! It is NOT what I requested and every time I clearly stated what I really need! Then I made multiple calls and I was told that NetSpend can not provide the statement I requested because they don't have a regular template for it and it's up to the back office. Why don't you just tell me you can NOT do it on June 11? Why? They were NOT listening to the customer. I have been waiting in the darkness in the past 7 days and I was naive enough to believe what they told me earlier. As a desperate man I gave up and I asked about the possibility of getting a transaction document (a routine document can be generated by the existing tool) about my available balance instead of savings balance (and I immediately made an online transfer of $5000 from my savings account to prepaid card). The fee has been paid but the service is never delivered (as of today June 17)! I mentioned many times why I wanted it so badly over the phone and I am really tired of repeating the same story from the very beginning. It seems like the reps have no idea what's going on (what I need, why I am calling, and what is the solution). Again, I have to wait another 24-48 hours to receive the transaction document. I am exhausted after spending several hours on the phone talking to more than 10 reps and managers/supervisors. My simple request still has not been fulfilled. The last rep I spoke with was telling me that the email has been sent out but it takes up to 24-48 hours to receive it. You must be kidding me. There is no communication between call center and back office and they were not able to provide any useful information or update. As a customer I can do nothing but wait. I am losing money on this and I am paying $600 penalty for not closing my home loan on time because I can't provide the statement I requested and my lender requested. Good job! I wish I never did any business with NetSpend! You are simply the worst!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Mr. **** states that he requested a savings statement but he never received it. He wants to get the statement he paid for.

On June 17, 2015, we emailed the account history to Mr. ****. He also has a hard copy being mailed to his address. We apologize for the misunderstanding about his original request. We have refunded the cost that he paid to have his statement sent.

NetSpend regrets the inconvenience that Mr. **** experienced while waiting on his statement. We have provided him 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,

******* ****

6/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter gave me a re-loadable Visa card thru net.Spend for Christmas 2014. It cost me $5.00 to activate the card plus a $1.00 fee. Value of the card now $44.00. The card was to be used during a trip to Hawaii. I tried to use the card , but the business would not accept it unless it was for a specific (full) amount. I could not partially pay with this card and use cash or another card to purchase an item. Back in *******, the same thing occurred. I went to my local bank to cash out the card and their machine would not accept it. I called net.Spend, and was told the value of the card was now $41.10. When i asked why, I was told because It hadn't been used in a long time (it was now mid-May). I said cancel the card and give me a refund.. My refund check was for $ 25.70. This is a ripoff in a most flagrant way. I contacted a Consumer Complaint Service (at a cost of $25.00 ) when I couldn't get net.Spend to answer my complaint by phone - Because they canceled my card when they cut me a refund and their automated system wouldn't recognize the card # or my social security #. I couldn't get connected to a live agent.

Desired Settlement: The value of the card was $50.00 when purchased. In trying to get this resolved, it cost me another $25.00 for the Consumer Complaint Service. The refund check was for $25.70. I think this company owes me 24.30 for the original amount plus the $25.00 fee I paid to the CCS. I also think this company should be censured for its business practice

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Mr. ******* states that he did not get the full amount that his daughter put on the card she gave him as a gift on Christmas. He wants the full amount that was put on the card.

On June 24, 2015, we attempted to contact Mr. ******* by telephone and email. Our packaging informs the customer of the fees associated with the NetSpend card. The account maintenance fees, charged due to inactivity, have been refunded. We are mailing a check to Mr. ******* on June 26th.

NetSpend regrets the inconvenience Mr. ******* experienced with the card he received as a gift. We have provided him our contact information should he have any additional question 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,

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

6/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told I owed a balance of $545 to a prepaid card. How can i owe a prepaid card money when the only way to use their services is by loading money. There customer service is horrible and their trying to scam me out of $500. Can someone please help

Desired Settlement: For my membership with them to be reinstated.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Mr. ***** states that he wants to know how a prepaid card can get a negative balance. He wants his membership with NetSpend to be reinstated.

On May 28, 2015, Mr. ***** attempted to activate a new NetSpend card. Our system automatically blocked the card due to a previous account left with a negative balance of $550.00. We emailed the details to Mr. ***** concerning the previous account. We also explained this to him by telephone on June 16th. The funds on Mr. *****’s new card are being sent to him in a check. He is no longer eligible for NetSpend services.

We regret that Mr. ***** chose not to reconcile the negative balance on his previous account. He has my contact information should he have any additional questions or concerns about the previous account balance.


Thank you,

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

6/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently registered for a paypal prepaid mastercard based on an email referral from Stephanie, a friend of mine. The promotion mentioned that when I signed up and deposited $10 into my prepaid card that BOTH ********* and I would receive a $5 bonus in each of accounts as a referral bonus. Shortly after I activated the card, I received an email indicating that both ********* and I are ineligible to receive the bonus. When I called to inquire the first lady at pay pal customer service told me I was eligible for the bonus and that I could disregard the email!!I ended up having to call a second time on a different manner and this time, I was told by the customer service gentleman that I was not eligible for the bonus.I am very irate. I feel like I have been misled by NetSpend...and that PayPal and Netspend who work together to provide these prepaid MasterCards to consumers are not on the same page. The confusion and lack of continuity between the two organizations in their promotions has led to misleading ********* and I. This is extremely unprofessional and I am contacting the Attorney General to file a complaint. Account_Number: ********* Referral C

Desired Settlement: DesiredSettlementID: Refund I would like for them to provide me and ********* the $5 dollars that we each thought we would receive.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mr. ******* states that he was referred by a friend to get a PayPal card, but he did not receive the bonus. He wants both of them to get the promised bonus of $5 each.

A bonus of $5 is awarded to PayPal cardholders who refer a friend to sign up for a card, activate the card, and load at least $10 to the card. The PayPal cardholder may receive unlimited number of Refer-A-Friend bonus rewards while the program is available. No rewards will be credited to either party if the referred individual had a PayPal Prepaid card or any other NetSpend Prepaid card that was used for a value load, purchase, cash withdrawal, or incurred a Balance Inquiry Fee at any time during the 180 calendar days before the day the $10 load requirement is fully met. Mr. ******* has another active NetSpend card and he has never loaded $10 to the PayPal card, so he is ineligible for the Refer-A-Friend bonus.

NetSpend regrets any misunderstanding that Mr. ******* has concerning the Refer-A-Friend Program. We have provided him with our contact information should he have any additional questions or concerns.


Thank you,

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

6/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pre paid card and was asked to submit documenation to activate the card and it was never activated. I purchased a prepaid card on 5/31/15 and loaded it with $950 which I was expecting to utilize right away because it was to help my daughter on her mortgage payment for her not to lose her home. I was told I need to submit proof of my identity, my social security card and proof of address. I submitted the information then they told me they could not accept it because my passport was cropped and they needed a copy of a utility bill. I resubmitted my passport, my rent bill and my social security card. They then asked me to resubmit it because it was "blurry" I submitted the information again then I called because per the email I had received they stated that my passport and my social security card was "approved" but the bill was blurry. I rechecked what I had send and it was very clear. when I called and spoke to the representative she said the account was closed and they were sending my $950 dollars in the mail because I submitted too many documents. This greatly upset me because now I would not have access to my own money for the next week. I don't understand why the hassle for a prepaid card. It is to access my own money not like a credit card. I spoke to someone in the escalation department on 5/29/15 after being transferred to 5 different representatives and being on the phone for an hour and 20 minutes. She asked for me to resubmit the bill which I then printed out my Macy's bill and faxed and emailed a copy. I was told I would get a response in 6 business hours when I called on 5/31/15 the representative said the account was closed and the check was mailed out (on a sunday) I asked to speak to a supervisor and she placed me on hold and I waited for 40 minutes and no one came back to the line. I emailed the customer service & the owner Chuck Harris and their documents team which was the department that they had said was the department who made the decision. I am here out of $950 until who knows when I would receive the check.

Desired Settlement: I just want for people to know what I went through and find it completely unfair. I don't understand why it was such a hard time to get a prepaid card. I wanted to be a customer but with this poor customer service. I do not want to be a customer of a company that was of no help to me they just caused distress and bigger problems for me. I am a senior and did not need this stress. I hope I can receive my money back including the fee of $3.95 that I paid to purchase the card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. Ms. ****** states that she was asked to send documents to activate her card. She wants her money refunded.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging.

On May 29, 2015, Ms. ****** provided information while attempting to activate her card, but it could not be verified automatically. We requested identity documentation so we could fully activate her card. The documents received were not acceptable to fully activate the card. The next day, May 30th, our Risk Department closed her account and requested the funds to be mailed to her in a check. Her information was reviewed again and verified on June 1, 2015. That day her card was activated for use.

NetSpend regrets the inconvenience that Ms. ****** experienced while trying to activate the card. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After clearly, specifically, and assuredly enforcing that I AM NOT AUTHORIZING or CONSENTING to opening any accounts nor have I authorized my information to be kept, stored, and recorded for the use of authenticating purposes. I clearly repeated myself several times to the representative after every question and the rep assured me NO ACCOUNT would be OPENED and nothing would be stored. This information was taken simply " to activate a gift card" which upon purchase the the gift had a receipt that said " card activated "The customer service rep assured me "no accounts will be opened". ALL INFORMATION provided by this company has been false to the consumer. The card was Not activated. The card amount was not promised the full amount intended toward the gift amount. An Account WAS OPENED and additional information was being requested. After calling to clear up the situation and dispute this disregard for my REPEATED verbal responses including " I DO NOT AUTHORIZE YOU TO OPEN ANY ACCOUNTS FOR ANY PURPOSES" upon initial gift card activation. I spoke with a rep named, **** ID #1324958, who was extremely verbally combative, rude, aggressive, and extremely unprofessional. I feel that this is a fraudulent company with phishing at the forefront of their endeavors. After much discussion with ****, he refused to help me after revealing to me that an account has been opened and was opened and my private sensitive information has been stored. He said if I wanted more info about anything he wanted ADDITIONAL private information. After refusing to disclose any further info which he already revealed they had stored he hung up on me. I would never continue to give my information to such a fraudulent & aggressive company; which I strongly believe this company is a false company. Laundering money & phishing on highly sensitive info with no regard to the owners and their verbal warnings of being disagreeable with their terms and services. The company recently sent me a personalized NetSpend visa Prepaid Debit Card that, again, I NEVER REQUESTED nor AUTHORIZED.

Desired Settlement: The amount of $50 as the Gift Card was purchased for. Close ALL and ANY ACCOUNTS including DELETING or DESTROYING all my saved information the representatives recorded including all and any private personal information. A personal apology from the company CEO for the whole situation and fraudulent acts taken place.

Business Response:

Friday, May 8, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******.  Ms. ******* states that she does not want an account with NetSpend.   

On May 8, 2015 we attempted to reach Ms. ******* by telephone and email.  No account was located matching her name, address, email and telephone number.  When she contacts us, we will be able to give her any information we have concerning her card and the fifty dollars that was given to her as a gift.  Ms. ******* 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: Complaint: ********

I am rejecting this response because: The information they have on file was confirmed twice to be on records as well as an active account by customer service representative I have stated and given his personal ID # in my original complaint. I believe this company is being continuing to be deceitful and uncooperative.  

Regards,

**** *******

Business Response: Tuesday, May 26, 2015

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by **** *******.  Ms. ******* states that she has already provided her information to NetSpend.    As we have stated in our last response, the name, address, telephone number and email did not allow us to locate the card Ms. ******* is referencing. 

She has been given our contact information so she can call us with the required data. 

Thank you,

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

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

I am rejecting this response because:
The following information has been supplied to the BBB as well as NetSpend. The Customer Service Rep **** ID#******* confirmed with me multiple times that this company indeed does have an OPEN ACCOUNT with all my private and sensitive information linked to it. 

The personalized NetSpend Visa card that was sent to my home was card# **** **** **** ****

the original "gift card" was card #**** **** **** **** 



Regards,

**** *******

Business Response: To Whom It May Concern:

We received a second rebuttal complaint # ******** filed with your office by **** *******. Ms. ******* states that she has already provided her information to NetSpend.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging.

We appreciate Ms. ******* providing the information to locate the card she received as a gift. We have closed the account and blocked all cards since she has spent the funds that were originally loaded to the card. Her information is blocked in our system so we will not send any future card offers. Ms. ******* has been given our contact information so she can call us with any 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,

**** *******

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am unable to get access to my two Visa Cards I purchased in CVS for activation. It's quite a sad event especially since I was required to provide documentation as asked. I was so perplexed by SS Card, Cable Bill, Credit Card Bill, and ID was required for a simple $500.00 visa debit card. Nonetheless, not everyone has access to a method to send this information conveniently. I needed access to my cards today to purchase a fight ticket and now unable to. Its been 3days and no access to my funds.

Desired Settlement: I just want my refund asap as fast as I paid for the CARDS!

Business Response:

Thursday, April 30, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********.  Mr. ******** states that he has been unable to activate his cards, despite sending documentation we requested. He wants a refund. 

I attempted to reach Mr. ******** by phone on April 29th, but was unable to speak with him. I sent Mr. ******** an email to the address he provided in which he replied that he spoke with our customer service and cancelled the cards. I have only been able to speak with Mr. ******** via email and offered to call him to address his concerns; however he has not responded. If Mr. ******** contacts me, I will be happy to assist him.

NetSpend regrets the inconvenience that Mr. ******** experienced.  He has my 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:

First, Thank you for the response.  I had been very straightforward with the NetSpend product, read the packet thoroughly before the purchase.  Nonetheless, I've been easy to contact especially since Net Spend has all my personal information.

Prior to Mr. **** voicemail and email, I contacted Net Spend via telephone and requested a refund.  The 1st representative told me that I couldn't do the cancellation and another frustrating conversation.  I called back and spoke to a 2nd person tried to convince me to provide more information; I expressed all I wanted after this lapsed time is to cancel cards and get a FULL REFUND as neither were activated and I could not use them especially when urgently needed.

I was promised an email from Netspend office that I would get a cancellation confirmation within 24 hours.  Its been few days now and no confirmation.  Further, I was told I won't get a refund for another 20 days!  Really??? after a straight cash payment and no access to my funds...

Thereafter, I responded to Mr. **** email only to get this email regarding my complaint.

Until I receive my refund, I will not consider this resolved with Netspend.  In fact, as days pass it will be more distasteful and will report this to the vendors who sell the product.  I hope an exception will happen soon so the healing starts.  I am WITHOUT access to my $1000.00!  perhaps interest will be appreciated on the money until the day I get refund.  

Regards,

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

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********.  Mr. ******** states that he has been unable to activate his cards, despite sending documentation we requested. He wants a refund. 

I attempted to reach Mr. ******** by phone on April 29th, but was unable to speak with him. I have only been able to speak with Mr. ******** via email and offered to call him to address his concerns; however he has not responded. If Mr. ******** contacts me, I will be happy to assist him.

NetSpend regrets the inconvenience that Mr. ******** experienced.  He has my 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:

I clearly stated my reasons on April 30 and still have not received my REFUND as its been over a month.

Please advise.

Regards,

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

Business Response: To Whom It May Concern:

We received a second rebuttal complaint # ******** filed with your office by ******* ********. Mr. ******** states that he has not received his refund. He wants his money sent to him.

On June 1, 2015, we spoke with Mr. ******** concerning his refund for the two cards he purchased. He informed us that he received the check for one of the cards, but is still waiting for the second check. During the call, he was not able to give us the information to review his other card. He will call us back or email us the details so we can assist with his remaining check.

NetSpend regrets the inconvenience that Mr. ******** experienced while waiting on his card refund. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

6/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My wallet was lost in the club a couple months back. & My card was being used without permission. I tried to settle it myself with netspend. But my dispute was rejected by netspend. I just want my money back on my card so I can pay my rent off..

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mr. ******* states that he lost his card a couple of months ago and his card was used without his permission. He wants the money back on his card.

On April 22, 2015, Mr. ******* reported his card as stolen and he disputed charges as unauthorized by him. The charges occurred during the timeframe of February 24th and March 30th. We request that our cardholders report lost or stolen cards as soon as possible to help prevent unauthorized use. We updated his disputes claim on May 6th with no error found and no provisional credit issued. We concluded our investigation and closed the claim on that same day. We have mailed a disputes closure letter to Mr. *******’s address. We suggest that he contact the authorities to report the theft.

NetSpend regrets the inconvenience that Mr. ******* experienced with the misuse of his card. We have provided him 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: I was locked up when my card was used. & I did file a theft report. I'm still waiting for the club to contact me about the security videos from that night. 

Regards,

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

Business Response:

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** *******. Mr. ******* states that he is not accepting our response because he was locked up at the time of charges on his card.

On June 10, 2015, we communicated with Mr. ******* concerning his incarceration during the timeframe his card was used for unauthorized transactions. When he emails us documentation showing the duration of his internment, we will review its relevance to his disputes claim. NetSpend awaits the release papers from Mr. *******. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

6/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 23, 2015 at 4:07pm (EST) I received an alert that 2 charges; 1.00 and then 39.20 was authorized for Grubhub Seamless on my card. I DID NOT AUTHORIZE this Charge and IMMEDIATELY called the number provided on the text to Grubhub Seamless and the agent there placed my card # on block to bar future purchases via the grubhub app/website. I then called Netspend to have the pending charges, stopped and the money not taken from my account, however, I was informed by the CSR that the Merchant would have to receive the money first and then ONCE it was deemed as an unauthorized charge, Netspend would dispute the charge with the Merchant, WHICH MAKES ME feel as I, the card holder is a LIAR and That I was the person who made the actual purchase and I received the goods from the merchant, WHEN I DID NOT receive the goods from the Merchant. I know there are protocols in place, but as a Card HOLDER, I should be able to Cancel Pending Transactions IMMEDIATELY as soon as they are processed. NOT wait 3-5 business days after the Merchant has received the money and the WAIT another 7-10 BUSINESS DAYS to get my STOLEN MONEY BACK. THE THIEF actually comes off on top because THEY know how the system works because they got a free meal out of the deal. Even though they will lose out in the end but the damage has already been done. MY relationship with NETSPEND has been Severed, My overall satisfaction as a CONSUMER and Customer with the Company as a whole is a QUADRUPLE NEGATIVE.

Desired Settlement: I want my money back IMMEDIATELY, NOT THE 7-10 business days. I didn't charge 39.20 in food for delivery, If I wanted to spend that much money on food, I would have gone into the restaurant on my own.

Business Response: Friday, May 29, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****.  Ms. ***** states that her card was used for unauthorized charges that she disputed.  She wants the refund immediately. 

On May 25, 2015, Ms. ***** disputed a charge from Grubbhub for $39.20.  We informed her that we would issue her an update on the claim within ten business days, June 8th.  At that time, the provisional credit decision will be made for her disputes claim. 

NetSpend understands the disputes process can be a lengthy one.  We appreciate Ms. *****’ patience while we attempt to retrieve her funds. Should she have any additional questions, she can reach us at the toll free number, *************** 

Thank you,

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

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

I am rejecting this response because:

Grubhub responded indicating that the account that used my card was shut down for fraudulent activity and that the purchaser was located in Brooklyn, NY. I was at home in bed asleep from doing a double shift in Tampa, Fl at the time of the order. 

So it shouldn't take 10 business days when Grubhub indicated that it was an fraudulent purchase. 


Regards,

***** *****

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** *****. Ms. ***** states that her communication with Grubb Hub confirmed the charge to be fraudulent and it should not take 10 business days. She wants the refund immediately.

As we stated in our previous response, Ms. *****’ disputes claim will be updated within ten business days. We issued a provisional credit for the disputed transaction on the tenth business day. Ms. ***** was notified.

NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. *****’ patience while we attempt to retrieve her funds. Should she have any additional questions she can reach us at the toll free number, ***************


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED A CARD FROM 7/11 , A PAYPAL CARD THAT WAS CONNECTED TO NETSPEND. BECAUSE MY SON WAS ALREADY IN PAYPAL SYSTEM IT AUTOMATICALLY ACTIVATED IT UNDER HIS NAME I CALLED WITHIN MINUTES TO EXPLAIN THIS TO THEM. THEY REFUSE TO ACKNOWLEGE MY REQUEST. I PAID $3.95 FOR THE CARD AND LOADED $30 AFTER SPEAKING WITH A VERY RUDE MANAGER HE TOLD ME I HAD TO PAY $5.95 FOR A CHECK HE WOULD NOT REFUND MY PURCHASE OF THE CARD AND HE WOULD ONLY GIVE ME $24.00 IN THE FORM OF A CHECK IN 20 BUSINESS DAY. MY POWER WILL NOW BE DISCONNECTED BECAUSE I HAVE NO VEHICLE TO GET TO THE POWER COMPANY.

Desired Settlement: I WOULD LIKE FOR THEM TO PAY ME THE ENTIRE AMOUNT OF THE CARD WHICH WAS $33.95 THE GAS I HAD TO PAY TO GET THE CARD WHICH WAS $10.00 AND THE LATE FEE I WILL NOW HAVE FROM THE POWER COMPANY FROM SPENDING 2HRS AND 45MIN ON THE PHONE WITH THEM. THE RECONNECT FEE IS $20.00

Business Response: Friday, May 29, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ********** *******.  Ms. ******* states that her card purchased at the retail store automatically connected to her son’s PayPal card.  She wants a refund and compensation for late fees. 

On May 29, 2015, we attempted to reach Ms. ******* by telephone and email.  No account was located matching her name, address, email or telephone number.  When she contacts us, we will be able to give her any information we have concerning her card and balances.  Ms. ******* 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: Complaint: ********

I am rejecting this response because: I contacted the company and still did not receive any help the card I purchased from the store is **** **** **** **** the guy told me he never activated cause of it going thru my son's account and the fact I couldn't change the info when I purchased the card. than to make matters worst I paid $33.95 and I will only receive $24.00 back after they rob me. I am so disgusted with this company.

Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ********** *******. Ms. ******* states that she received the check, but it was not for the amount she expected. She wants the full amount paid for the card.

As we requested in our previous response, we needed more details from Ms. ******* to locate the specific card she was referencing in the complaint. We appreciate her providing that card number. She had already requested that the account be closed and a check was mailed to her address. The NetSpend fee for processing that check is $5.95 and that is why the check she received was for $24.05. We have refunded the cost of the card and the processing fee. A second check will be mailed to Ms. ******* in the name that appears on the account. She will receive that check within 20 business days. Ms. ******* has been given our contact information should she have any additional questions or concerns.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ive been contacting netspend for over a month now for my money that got stolen from my account.nothing is getting resolved and i still havent recieved my money of $102.00 They keep saying they will call me back at the end of the day but they never do.

Desired Settlement: All i ask is that i get my money back.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Mr. ***** states that he has been trying for over a month to get a refund for stolen money. He wants his money back.

As we stated in our response to complaint # ********, we paid out his first disputes claim for $102.50 on March 31, 2015. On April 15th, Mr. ***** reports the replacement card we sent him from the first disputes claim was also compromised, and he disputes four transactions that occurred the same day the card was activated. We closed the second disputes claim on April 29th with no error found. No payout was given for the disputed items totaling $105.04. Someone was able to get the card delivered to his address, use his user name and password to logon to his personal account center, and use the PIN to complete transactions.

We have spoken to Mr. ***** and explained our decision. He has been given my contact information so he can call for assistance in protecting his account.


Thank you,

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

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

I am rejecting this response because: i gave vary clear instructions to netspend so i can recieve my money with no issues.i told them not to send me another card because i work so im not home all the time mail arrives to my house.i had opened a new account with netspend and had recieved a card for a new account.i was gonna have my credit put to my account and was gonna transfer the credit to my new account and after close this account down and use my new account.so that way i recieve my money without it getting tookin again.so netspend agreed to it and said they were not gonna send another card and the will call me wen i recieve the credits to transfer to my new account.well they didnt.they still sent another card and i didnt recieve it.it got activated.they credited my account like they were supposed to,but they never called me to inform me of my credits being posted.i recieved a letter in the mail on april 10,2015 telling me my account was credited on march 31,2015.thats 10 days later i get told about my credit.netspend was supposed to call me.by the time i recieved my letter and checked my account,my money was tookin again.im wondering how,well i was never told by netspend that another card was sent and it got activated to the account.and that my money was tookin the same day it was posted to my account.i had to call and find all this out myself.so i never recieved my money,and when i talked to the despute rep that handled this case,he told me that its not his problem and that i should keep track of my stuff.well i do keep track of my stuff thank you vary much. I should have to watch my own stuff at my own house 24/7,nore should i feel uncompfortable leaving my stuff in my dresser.it should be safe when i put it away like im supposed to and like i always do.well i learned my lesson which is why i had my cusin arrested and hes still currently incarcerated. But that still doesnt solve the fact i never recieved my money.the despute rep from netspend just flat out told me"we are not gonna replace the money again so i can just forget about it,that its not his problem" thats vary unprofessional and not the way you treat a customer.i just want my money thats all

Regards,

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

Business Response:


To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* *****. Mr. ***** states that he gave instructions not to send him a card. He wants his money back.

As we stated in our previous response, on March 20, 2015, Mr. ***** reported his card as compromised. We blocked the card and ordered him a replacement. We reviewed the call and there was no instruction not to send a card to his address on file. He confirmed the address to ship the card during the call. That card was activated online by someone who knew Mr. ***** user name and password. There was no error found on his second disputes claim and no funds were recovered. He has been given my contact information should he any additional questions or concerns.


Thank you,

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

6/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: FEBUARY 2012 I FILE MY W-2 FORM WITH TURBO IN MARCH 2012 I RECIEVE A NETSPEND CARD I ACTIVATED THE CARD THE CARD AND MY INCOME TAXMONEY WAS ON THERE I THEN WENT AND USE THE CARD AND A COUPLE OF DAYS LATER I WENT TO USE THE CARD AGAIN AND I COULDNT USE MY NETSPEND CARD BECAUSE NETSPEND HAS PUT A RESTRICTION ON MY NETSPEND CARD SO I CALL NETSPEND . NETSPEND SAID IT WAS TOO PROTECT IDENTIY THEFT NETSPEND THEN TOLD ME TO SEND A COPY OF ID AND A UTILITY BILL N MY NAME TO MATCH I FAX THAT TO NETSPEND THAT DIFFERENT I FAX NETSPEND EVERYTHING THEY ASKED ME TO ALL THE WAT UP TO 2014 SO I CALL NETSPEND AND TOLD ME THEY WERE GOING TO MAIL MY CHECK BACK TO IRS CAUSE THE ADDRESS ON THE W-2 FORM DIDNT MAATCH FROM WHAT IFAX THEM I EXPLAIN TO NETSPEND THAT I WAS NO LONGER AT *** * ****** ****** ******** WHICH ALL NETSPEND SHOULD OF DID WAS JUST UPDATE THE ADDRESS SO AFTER THAT I STARTEDCONTACTING BOTH THE IRS AND U.S TREASUARY DEPTMARTMENT NEITHER HAVENT RECIEVE A CHECK SO BOTH COMPANIES TOLD ME TO CALL NETSPEND TO AND GET A CHECK NUMBER SO IRS AND US TREASUARY DEPARTMENT COULD TRACK THE CHECK DOWN AND NETSPEND WOULDNT PROVIDE THE INFORMATION FROM THE CHECK AND IRS OR US TREASARY STILL HAVENT RECIEVE MY RETURN CHECK AS OF APRIL 17 2015 SO IF BBB COULD SEE WHERE MY MONEY IS I WOULD BE MORE THAN APPREICATE IT THE CHECK AMOUNT FROM WHAT NETSPEND SAID THE BALANCE WERE AFTER I USE THE CARD IS 5,564.11 DATS THE BALANCE THAT WAS LEFT ON

Desired Settlement: THE OUTCOME IS THAT I WANT MY MONEY SOMETHING I WORKED HARD AND NETSPEND , IRS, OR US. TRESARY DONT KNOW WHERE MY MONEY AT I DONE WAITED 4 YEARS AND HAVENT RECIEVE NOTHING THATS HURT AND PAIN , STESSFUL ETC.

Business Response: Friday, April 24, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******.  *** ******* states that she was told her funds were returned to the IRS but they don’t know where the money is.  She wants her money. 

On April 1, 2013 we received a direct deposit to *** *******’s NetSpend Premier Card. New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. *** *******’s account triggered a block caused by our Risk Management Department on April 2, 2013.  The details that triggered the block are kept internal for security reasons. A notification was placed on her account to alert our customer service to inform her that our Risk Management Team requested additional verification from her as a security precaution.  The documents *** ******* provided were unacceptable to verify her identity, and consequently, the remaining funds were reviewed to be returned to the IRS.  We informed her that the IRS received the funds December 2014.  We are providing *** ******* with the check number for the returned funds. 

NetSpend regrets the inconvenience that *** ******* experienced as a result of the funds returned to the IRS.  She has been given my contact information should she have any further questions or concerns.

Thank you,

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

Consumer Response:

 May 19th 2015

 Id# ********

RE: Netspend

To whom it may concern; I ******* ******* would like for my complaint to be reopen because, I reject the status That Netspend Redeem because Netspend has not resolve This matter at all as of 2013.  Netspend telling me that my check (income check.) was return back to IRS/U.S. Treasury and niether company has recieve anything from Netspend as of May 19, 2015 I worked hard for my money so what is it to do for me to get my money. 

Sincerely, 

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

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* *******. Ms. ******* states that neither the IRS nor the US Treasury have received her Income Tax refund check returned by NetSpend. She wants to get her money.

As we stated in our previous response, NetSpend has returned Ms. *******’s tax refund deposit to the IRS. We no longer have those funds. Any inquiries regarding the status of her deposit will need to be addressed to the IRS, as we do not have any additional information.

NetSpend regrets the inconvenience that Ms. ******* is experiencing with the IRS. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

6/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i signed up for direct deposit at the ace store, they told me my paper id would work and told me to call Netspend and activate the card. when i called them to activate the card i had told them i didnt have my hard cover and they said it would be okay that i had 30 days to sent them the documents. They said that my next check would not be on the card it would the next check after that one. So two weeks later, i went to get my check and the check stub said it was direct deposited to Netspend. So i check my account it wasnt in it. So i called customer service representative and she told me i need to answer some securities question and if i answered them correctly then she could put it on my account. i answered the question she said it would be on there. An hour later still wasnt on there , so i called back and they told me that she told me wrong that they couldnt put my money on there till i sent them the documents. This was the 11th of april ... as i said they told me i had 30 days and i tried to explain that to them i have papers that say i have till april 24 to get them the documents. They keep disagreeing so i have to told wrong and they couldnt do nothing. So i told them to cancel my account and sent my money back. they said they couldnt sent it out till that sunday april 13, because they had charged me 50 cents for the call and the computer would automatically cancel it . They told me they were sending it back to my employer and it would take up to 6 business days. I live in lewisville texas there cooperation is in austin and i still havent gotten my check. It is May 6th.. I have called almost everyday telling them my story asking why my check isnt here. They tell me to check with my employer that they sent it out on the 11th. I tried to get my job to cancel the check and resent to me, but they say it considered cash since netspent has it. I have filled complaints with everyone who will listen, i just want my money back it might be only $500.. but i work hard and to be lied to the whole time and then wont even sent my money back. Its ridicoulse

Desired Settlement: i want my money my paycheck

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that she was told incorrect information at the location where she purchased the card. Her paper ID was not accepted to get her card activated. She wants the money from her paycheck.

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 conveyed this information to Ms. ****** on May 13, 2015.

When Ms. ****** attempted to activate her card on March 27th, we informed her that we needed documentation to validate the information she provided. The card was conditionally approved for thirty days to provide her time to send in the identity documents. On April 9th a deposit was presented for posting but it could not be accepted due to the account not being fully approved. It was returned to the sender two days later.

NetSpend regrets the inconvenience that Ms. ****** experienced with fully activating 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: Complaint: ********

I am rejecting this response because: they said they returned it two days later, but it did not show up. I do not have it, so they are saying that but my employer has not received it . And he just said that i applied march 27th and had thirty days, and April 9th that i couldn't get my deposit b/c it wasn't approved but i thought i had thirty days till it was a problem. 
It isn't solve because i don't have my check still.
Regards,

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

Business Response:

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. Ms. ****** states that her returned deposit has not been received by her employer. She wants her money.

As we stated in our last response, the direct deposit for Ms. ****** was returned to the sender on April 11, 2015. When an Automated Clearing House (ACH) deposit is sent, it has a corresponding trace number. We provided the outgoing trace number to Ms. ******. She can use this with her employer or payroll processor to track down the returned funds.

NetSpend regrets the inconvenience that Ms. ****** is experiencing with locating her returned funds. 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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My taxes was released to this company and they havent released my money to me and its been two weeks and they keep sending me false text saying that they are realeasing my funds and there is nothing on the card and they keep giving me the run around and i have called every number involved with them. they are also giving me the run around. I have a child that i have to tend to and take care of and for them to just take my money like that is not fair at all.

Desired Settlement: I would like for them to give me my money that they have had for the last 2 weeks. As soon as possible.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Ms. ****** states that her tax refund was deposited to a NetSpend card, but never posted. She wants the money posted to her card.

On June 5, 2015 we contacted Ms. ****** about the deposit that did not post to her NetSpend card. We confirmed the account and routing numbers she has are correct. NetSpend never received a deposit from IRS to her card. We asked her to request a trace number from the sender of her deposit. We can use the trace number to search our system for her missing deposit.

NetSpend regrets any inconvenience Ms. ****** experienced while waiting on her deposit. We have provided her with our 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: I have still not received  my money that was sent to be i have sent over document after document and still haven't received whats owed to me. I have spoke with netspend but we still havent accomplished anything at this time i have searched this card reviews and see where they have taken several people money over the years i will not be a victim if this doent get resolve sooni will be contacting a lawyer im trying to be patient but i have a family.

Regards,

***** ******

Business Response: Thursday, June 11, 2015

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** ******.  Ms. ****** states that she sent documentation about her deposit, but the funds are not available on the card.  She wants her money.     

As we stated in our previous response, Ms. ******’s deposit was not received to her NetSpend card.  The document she sent to us did not include a trace number for an Automated Clearing House (ACH) deposit.  We informed her that the trace number did not contain enough digits for the ACH deposit.  We recommended she ask the sender about the method they used to deposit her funds.  NetSpend does not receive wire transfers or electronic checks. 

NetSpend regrets any inconvenience Ms. ****** experienced while waiting on her deposit.  We have provided her with our contact information should she have any additional questions or concerns. 

Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer Service refuses to refund my card $3 because the company I used the card with is issuing me a credit. I used my NetSpend card on Google play Store for 3 Charges of $0.99 but Google is issuing me a credit for these charges but NETSPEND refuses to refund me the

Desired Settlement: I used my NetSpend card & the business I used my card with is issuing me a credit because I did not receive the game piece I purchased BUT NetSpend Customer Service refused to give me a credit for the fee of me using my card. The 3 charges were immediately canceled but yet NetSpend took the charge plus the $1 fee.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mrs. ******* states that NetSpend refuses to refund $3 to her card because the merchant is issuing a credit. She wants the three charges refunded to her card.

On June 15, 2015, we spoke with Mrs. ******* concerning the transactions on her account. She used the card for three charges with Google SGN Games on June 3rd. That merchant never collected on those pending charges. The transaction amount and fees were put back to the card balance that same day. We apologized for the incorrect information provided to Mrs. ******* that day she called.

NetSpend regrets the inconvenience Mrs. ******* experienced with the transactions on her card. Should she have any additional questions or concerns she can contact me at the information I provided her.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 23rd 2015 i used my atm card at a local atm in a grocery store. I requested 200 dollars from the atm. I stood there for five minutes waiting for my money to be dispensed when a prompt showed on the screen that my financial institution could not be reached. The machine then gave me a receipt stating my money had been dispensed when it had not been. I called netspend the same day and began an investigation with them. It is now June 8th and i haven't heard back with an update. I called this morning and was put through to a man who called himself the head hancho of the call center and who was very rude and laughing at the urgency of my request for an update. This fouled up transaction has me under a great deal of stress and financial hardship as i have had to juggle my bills way more than i should have had to.

Desired Settlement: I just want the money back that was not dispensed by the atm and to be treated like a valued customer instead of as a joke.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that she did not receive cash from the ATM. She wants her money back that was not dispensed.

On May 23, 2015, Ms. ****** disputed a transaction that did not dispense the money she requested. We updated her disputes claim on the tenth business day, June 8th. We issued a provisional credit for the non-dispensed funds and the ATM fees. The claim will not finalize until July 24th. If successful, no further action will be required at the close of claim, since she has already received her funds.

NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. ******’s patience while we attempt to retrieve the funds for her disputes claim. We have provided her with our contact information should she have any additional questions or concerns.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a pre paid card from a store. loaded MY money on the card i called to get it activated they give me the run around. they need my ID, ss card and a bill with my name on it. all for a prepaid card that i put MY MONEY ON. they could not activate the card not giving me a clear reason why. Now they have to send me a refund check for the money i put on the card. this process is gonna take 20 business day. Absolutely ridiculous. I dont have 20 busniess day i need and want my money ASAP. within 7 day is a more reasonable return.

Desired Settlement: resolve this issue in a more time appropriate manner. 20 days is far to long to this issue.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. Ms. ******* states that she was not able to activate the card that she purchased and put money on. She wants the money refunded in a timely manner.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging. Ms. ******* provided information while attempting to activate her card, but it could not be verified. We closed her card / account and mailed her a check for the balance on June 12th. She will receive her funds within twenty business days.

NetSpend regrets the inconvenience that Ms. ******* experienced while trying to activate the card. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a NetSpend Visa (Elite Card) after further reviewing the account I realized there was way too many fees I decided to withdraw my money I loaded on the card. On 6/5/15 I went to the ATM at Pitstop Texaco Las ***** ** ***** and requested $300 but only received $40 I immediately contacted NetSpend and spoke with amber Reference# ********** she seemed to imply this happens all the time and would take 3 months for my issue to be resolved.

Desired Settlement: I feel this isn't fair and frankly unacceptable I am Requesting $260 refund.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. Mr. ******** states that he only received $40 out of the $300 he requested from the ATM. He wants the remainder of his funds credited back to his card.

On June 5, 2015, Mr. ******** disputed the transaction at Pit Stop ATM as mis-dispensed funds. On occasions an ATM will not dispense all of the requested funds. The ATM owner will sometimes correct the error within three days. On Mr. ********’s disputes claim, the ATM owner did not return a credit to his card. We will update his claim within ten business days, June 19th. At that time, the provisional credit decision will be made for his disputes claim.

NetSpend understands the disputes process can be a lengthy one. We appreciate Mr. ********’s patience while we attempt to retrieve his funds. We have provided him with our contact information should he have any additional questions or concerns.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a prepaid card on may 15 2015 called to activate while I was at the social security office and also set up direct deposit for social security I explained I was leaving town on the 24 of may for 6-8weeks I was assured I could use and access my direct deposit with my temporary card no problem for up to 120 days since I would be gone before the permanent cards arrived. This was blatant lie I have been told I need permanent card so they reissued one at my expense after I resubmitted documents proving my identity social security number and proof of address so now after at least fifteen phone calls and hours on the phone I was told to purchase a second card and activate it and they could transfer my funds from the direct deposit onto it so I would have access immediately I purchased second card for 3.95 plus had to load 20.00 onto I call to activate it they say they can't without submitting same documents again I emailed the documents finally 12 hours later I am able to activate the card I call to process the transfer they again say I need to submit the same documents I resubmit I call this morning still being processed tell me to wait couple more hours I am on hold now after being told there is restriction and can't transfer the funds onto this new card because it is a temporary card??!!!! I was told they have emailed the block department asking to have restriction removed and will take at least 4 hours for response I have been on hold waiting for a supervisor now for over 45 minutes I only want my money and they are nickel and diming me to death at my expense I feel like I am continually being scammed and denied access to money that should have been available to me on June 3rd these are social security benefits I don't think net spend should be allowed to have any dealings with government benefits being direct deposited I am 500 miles away from home for job training without money I have been in tears I'm frustrated tired and hungry I only want what is rightly mine and all fees I have incurred refunded to my account.

Desired Settlement: I will be happy just to have access to my money would be nice to have the fees reversed since they lied about their services and I had to overdraft my home bank account to pay cell phone bill which incurred a 64.00 overdraft fee because I couldn't access my money on the net spend account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* states that she was denied access to her Social Security benefits that were deposited to her new temporary card. She wants access to her funds.

On June 11, 2015, we spoke with Ms. ******* about her NetSpend cards. We apologized for the difficult chain of events that limited her access to the funds posted to her account. We refunded her account for the fees charged to transfer funds and order cards.

We regret the inconvenience Ms. ******* experienced with gaining access to the funds deposited to her NetSpend account. We provided her our contact information should she have any additional questions or concerns.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am supposed to get an allotment from my husband's army paycheck on the first of every month. It hasn't been a problem before this month. I usually get it a couple days early even. However it's a week past the first and my money is not in my account and no one I have spoken with will answer my questions or look into if something happened or if there is a discrepancy that caused another issue. They all just kept reading the same scripts that had nothing to do with what I was calling about and said they not only had no contact number for the other company that actually handles transactions, but that they don't have contact with them whatsoever. That is insanity, you have a prepaid card service that is set up to be a bank alternative. But the bank that backs your card you have no contact with? So I was told I could try to find a local branch of said bank and speak with them. Because anything that may have happened between point a and b it'd be their fault and netspend didn't process any transactions themselves. That's not at all true, that is what the company is. So the money that I need to live is I don't know where and the people who I pay to handle that transaction is claiming now that there's a problem, they aren't in the business of transactions. I need that money, very much. I don't know if it was stolen or what. I do know that the u.s. army doesn't pay it's people late, or forget altogether. So I find it lacking for a theory that they just forgot got to pay people this month.

Desired Settlement: I want the $366.15 put in my account like it should have been on the 1st, I know the army sent it. What I don't know is who handled it on the way to it's destination or how it didn't make it to said destination. They know it's a recurring direct deposit. If they can't find it or won't look, then my account should be credited just the same because that system being reliable is the the agreement they made with me.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Mrs. ****** states that she has not received the allotment from her husband’s Army paycheck. She wants the funds deposited to her account.

On April 27, 2015, NetSpend received a deposit from the Army to Mrs. ******’s account via Automated Clearing House (ACH). We post these deposits within an hour of receiving them from the sender. This is the only ACH deposit posted to her account. When we receive another ACH deposit to Mrs. ******’s account, it will be posted promptly. She will need to contact the sender of the recent ACH deposit for information about those funds.

We regret the inconvenience Mrs. ****** experienced with the anticipated ACH deposit. We provided her our contact information should she have any additional questions or concerns.


Thank you,

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

6/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Money direct deposited in accounts like clockwork 3 to 4 times a month. Last night same thing, this morning card declines everywhere, mobile texts don't work customer service not open Web site is down mobile app doesn't work it's like they got my money and shut down business without warning. I want access to my money so I can close these accounts from these thieves!!!!

Desired Settlement: Want someone to contact me now and transfer all my money to my real bank account. ... they should be locked up in jail for leaving people stranded!!

Business Response: Thursday, June 11, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******.  Ms. ****** states that her card was declined and the activity alerts were not working.  She wants her funds transferred to another bank. 

NetSpend apologizes for the difficulty Ms. ****** and our other cardholders experienced using their cards for two hours on the morning of June 4, 2015.  We experienced a brief outage of our systems.  We corrected the problem as expeditiously as possible.  Ms. ****** was able to complete a transaction on her card at 7:11 central standard time that same morning. 

We regret the inconvenience Ms. ****** went through during the morning of June 4th.   We provided her our contact information should she have any additional questions or concerns. 

Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Sunday, May 31, 2015 I deposited $11 on my newly activated NetSpend Prepaid MasterCard Debit Card and made exactly ONE Purchase to Spotify.com for the purpose of activating a premium account. As of June 3,2015 I have not made a single purchase since that Sunday night and was looking to activate my Netflix account as the Free 30 Trial had ended. I go to use my NetSped debit to activate my new account, only to be told my card only had a balance of $0.43. When I attempt to call Customer Service, apparently, they're only open for 8 hours Monday-Friday, and the Website has been experiencing "issues", thus LOCKING ME OUT OF MY OWN ACCOUNT AND PREVENTING ME FROM FINDING OUT WHAT HAPPENED TO MY MONEY. If I don't receive any answers from the NetSpend Corporation within 48 hours, I will proceed to file a complaint with the FCC and FDIC as I have and am now with the BBB. If need be, I WILL take the necessary steps to filing a class action lawsuit with the Federal Government against this company. I did not apply for this card. I did not ask for it. It was sent to me, with my first and last name printed. I only used it as an alternative to a pre-paid card I received from my Temp Agency which is currently out of funds, and I had bills to pay.

Desired Settlement: I want my money back. All $11.00, it's not the money, it;'s the principal, and the underhanded business that these people are clearly involved with.

Business Response: Thursday, June 11, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****.  Mr. ***** states that he was locked out of his account after loading funds and completing one transaction.  He wants his funds refunded to the card. 

On June 10, 2015, we left a voice message and sent an email to Mr. *****.  After he loaded funds to his card on June 1st, a charge was made $0.99 with ADY*SPOTIFY USA.  Those funds were held in a pending status until the merchant collected the money the next day.  On June 3rd, another charge was made on his card by Netflix.com for $8.79.  The pending charge was released back to the card balance after seven days of the merchant not collecting.  Netflix.com can still collect on that original charge should they choose to.  We conveyed this information to Mr. ***** in the email we sent.

NetSpend regrets any inconvenience Mr. ***** experienced with the use of his card.  We have provided him our contact information, should he have any additional questions or concerns. 

Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My income tax was deposited on a netspend card and irs been 3 weeks and we still don't have or money. They don't know answers to questions and you can't understand them on the phone because they are foreigners. I have sent them every document they have ask for and we are still getting the run around. We have over $30,000 sitting in their office and they won't release it to us

Desired Settlement: Deposit our money on our card

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mrs. ******* states that she her tax refund was deposited to a NetSpend Card, but they do not have their money. She wants the money on the card.

On June 11, 2015, we spoke with Mrs. ******* concerning the deposit to her husband’s NetSpend card. We asked to speak with her husband, since she is not listed on the account and the deposit came in his name only. When he responds to our correspondence we will provide him with the account information.

NetSpend complies with the privacy laws concerning our cardholder’s account information. We have provided our contact information, so that Mr. ******* can reach us with any questions or concerns.


Thank you,

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

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There is FRAUDELANT charges on my account. I contacted customer service at 5am which they were closed. So I went online and reported the card Lost/or Stolen. There are seven pending transactions. I called when the company opened at 8am central time. I spoke with a representative by the name of ***** who was laughing with co workers in the back and I felt he brushed this off. Telling me that the charges would have to post and then a dispute would be filed!!! In the mean time the criminal gets their products with MY MONEY and I have to wait to get MY MONEY! I asked to speak with a manger. I was placed on hold for 30 minutes to speak with a SUPERVISOR named **** ****** ******* who tells me that they cannot put MY MONEY back into my account until the seven pending charges clear!!! This is insane! I then proceed to ask to speak with his manager he reports to and he tells me cannot transfer my call and that I must wait for the charges to clear and be disputed and there is nothing he can do about my automated bills that are due to come out! He was very rude and nonchalant. He was not helpful AT ALL!

Desired Settlement: I just want my money back into my account as I feel very violated!

Business Response:

Wednesday, June 10, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******.  Mrs. ******* states that she called to dispute unauthorized charges, but was not assisted by the agents.  She wants the money refunded. 

On June 10, 2015, we spoke with Mrs. ******* concerning the disputed charges.  We apologized for the unprofessional behavior she reported.  Our representatives are trained to be courteous and informative.  The reported issues are being addressed.  We informed her that we would issue her an update on the claim within ten business days, June 23rd.  At that time, the provisional credit decision will be made for her disputes claim. 

NetSpend understands the disputes process can be a lengthy one.  We appreciate Mrs. *******’s patience while we attempt to retrieve her funds. We have provided her with our contact information should she have any additional questions or concerns. 

Thank you,

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

6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 31, 2015 I received a text message alert that charges were being made to my account which were not being made by myself but by someone in Mexico. I tried calling NetSpend to alert them and received a recording stating even I had to call during normal business hours so I was not able to place a hold on my account right when noticed or report my CV information stolen. I then called NetSpend as soon as they opened the next day June 1,2015 to let them know to cancel my card and that fraudulent activity was being made on my account. Upon talking to the representative they agreed these charges were being made in Mexico and they could not have been made by me because I live in Florida and just used my card in Florida the night the fraudulent charges started. I was then told they had to wait until all the charges get paid to the fraudulent vendor so then I can dispute them. I concern is that if I am calling to advise of these fraud charges priro to them even posting to my account because they were still pending why would they still pay and approve the funds to continue to be taken from my account. I am a single mom of two and it is the first of the month with my rent being due. I asked if they could in any way escalate this issue and refuse to pay the pending transactions and I was told no that the process can take up to 45 days.

Desired Settlement: I would simply like to have my funds refunded to my card in a timely manner especially when I called the company prior to them paying out all fraudulent charges. I would like my refund within a week at the most.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. Ms. ******* states that she disputed unauthorized charges done in Mexico and she lives in Florida. She wants her funds returned in a timely manner.

On June 1, 2015, Ms. ******* reported the misuse of her card and she disputed charges as unauthorized by her. Some of the charges were still pending so she called back on June 5th to dispute the remaining unauthorized transactions. We paid out both of her disputes claims on June 8th. We also refunded the foreign transactions fees on that date. A disputes closure letter was mailed to her address.

NetSpend regrets the inconvenience that Ms. ******* experienced with the misuse of her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

6/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attempted to activate a prepaid account. I was then informed that I wouldn't be able to activate it due to a negative balance on a past account. This balance was caused supposedly because of my participation in their overdraft protection. As I explained to the lady on the phone that should never have happened because I should never have had their overdraft protection. In fact when i saw that it was some how activated I tried to remove it and was unable to, so I called their support center to remove that protection. The customer service rep assured me that it was removed from my account. Well according to the rep i just spoke to on 5/31/2015 they found no such notes in their system about my desire to remove that protection and that I now owe them $87. When i told them I wasn't going to pay for something that I shouldn't be owing them in the first place I was told I would get my money back in 20 business days.

Desired Settlement: I want them to fix this issue of the $87 that I shouldn't owe in the first place. And I want the $80 i loaded on to this card given back to me sooner than the 20 days so I can pay my bill, that will now have a late fee thanks to this.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that his new card was blocked due to a negative on a previous account because of overdraft fees. He wants NetSpend to fix the negative balance and to gain access to the $80 on the new card.

On May 31, 2015, Mr. ****** attempted to activate a new NetSpend card. Our system automatically blocked the card due to a previous account left with a negative balance of $87.26. Mr. ****** incurred overdraft fees for making transactions after his available balance became negative more than $10.00. Cardholders must agree to the terms and conditions and opt into the optional overdraft program in order to use this feature. We emailed the details to Mr. ******.

The new card was unblocked on June 1st and Mr. ****** gained access to his $80. NetSpend regrets any inconvenience Mr. ****** experienced. He has my contact information should he have any additional questions or concerns about the previous account balance.


Thank you,

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

6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a product that turned out to be counterfeit. I tried to return to merchant and was given the run around. I purchased product in Jan. 2015. I tried to return the product and was given the runaround by merchant. The website was the shut down stating all products are counterfeit please request refund from you credit card company. I sent request to Netspend and it took 90 days to tell me I can't get my money back. Per their response the merchant states the transaction was valid. I was told by corporate to give me 110.00 was a loss. How it was my MONEY not there's.

Desired Settlement: I want the money I paid and was frauded out of of 111.00. That is all I am asking. Netspend should not encouraging conterfeit websites. I have all email transactions with the merchant and Netspend if needed. I dont feel confident now that Netspend can secure my monies and will be closing my account. Of course the merchant is going to dispute my claim. They are conivers that take peoples money and sent them counterfeit products.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *******. Ms. ******* states that she purchased a product and the website later told her it was counterfeit. She requested that NetSpend get her money back.

On February 3, 2015, Shimbtech collected $111.22 from Ms. *******’s NetSpend card. She called to dispute this charge on March 16th. We did not issue a provisional credit due to this being a transaction that was authorized by Ms. *******. Since this was a foreign company, the disputes claim has a 90 day timeframe with a final date on June 16th. We closed her claim on May 5th because the charge was validated by the merchant. No funds were recovered from the merchant. We mailed a closure letter and the documents used to arrive at our decision to Ms. *******.

We spoke with Ms. ******* on June 18th concerning the closed disputes claim. She informed us that the product was never returned to the merchant because the website closed and she could not get a return address. She also informed us that her address has changed. We requested the disputes documents to be mailed again to her new address.

NetSpend regrets the disputes claim decision was not in Mr. *******’s favor. She has been given my contact information if she has any questions or concerns.


Thank you,

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

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

I am rejecting this response because:
Netspend is to take care of their customers and not let foreigners justake my money. I have closed all my accounts 

and will not do business with them any longer. They are not for the customers. They so worried about loosing 110.00 it was MY money not theirs.

Regards,

**** *******

6/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a prepaid card and upon active I was told I need to talk to them I call I was told im not aloud to use my ein a number that I got from the federal government usa then I was told they will not release my own money money I put on the card

Desired Settlement: I want my money what gives them the right to take my money

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********. The owner of the company states that he was not able to use his Employee Identification Number when attempting to activate the card he purchased. He wants the money he placed on the card.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging.

On June 18, 2015, we spoke with the owner of the ***** ******** company about the card he purchased. We had already converted the card to a limited use status so he could complete a transaction. We informed him that NetSpend does not have business accounts. The remaining money on the card is being sent to him in a check.

NetSpend regrets the inconvenience that the owner of ***** ******** experienced while trying to activate the card. If he has any further questions or concerns, he can call 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,

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

6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an unauthorized debit that they didn't want to really do anything about. I had a charge appear on my account and I contacted both venmo and netspend and netspend said that I have to file a complaint and wait 10 days. They wouldn't supply me with a credit and they blocked my card without telling me. This was all the money I had. I had to borrow money to get a new card to transfer my money from one card to another and they charged me 4.95 for the transfer and wouldn't even try and give me a credit because it was there fault. I checked my venmo account and there was no charges pending. This was a charge of 455.00 that is lost in limbo that no one would help me with.

Desired Settlement: I want them to credit the 4.95 for the transfer of money since it was their fault that they cancelled my card without telling me. I would like them to refund the 455 pending the investigation which is going to lead to them still paying me back because the money went no where and they wouldn't tell me anything about it .

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Mr. ******* states that he disputed an unauthorized charge. His card was blocked and no credit was issued. He wants the credit for the disputed amount and the fee to transfer his funds to another card.

On May 28, 2015, Mr. ******* disputed a charge from Venmo through the NetSpend online account center. The system automatically blocked the compromised card to protect against further unauthorized use. We updated his disputes claim on the tenth business day, June 11th, with a credit for the disputed amount. We issued a credit for the transfer fees on June 17th.

NetSpend regrets any inconvenience Mr. ******* experienced as a result of the unauthorized charge. We have provided him with 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,

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

6/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: January 17,2015, I was injured in an accident at work that left me with one leg and foot. My husband is incarcerated at present time and has been since December 17,2014. Unable to care for myslelf and get out of my bed or house was difficult. Especially since.not long after the accident my car was repossessed. I had to rely on other people to either drive me where I needed to vo to take care of business or send them to do it for me. So my husband and i entrusted my care into a couple of friends of ours. Long story short, they took me to visit my husband on his sceduled visitation days, since it is a correctional facility, purses,back pack, bags of any kind are not allowed,over a course of the next three days this couple managed to steal almost $1000 from my account. I can't work,have no savings or any other source of income. I followed the procedures for a lost or stolen card as per the agreement and reported it as soon as i noticed it gone. I called the police made the report,filed the charges,sent the dispute letter to NetSpend,along with a copy of both police reports and the times and days that i was inside the correctional facility visiting while my card was being used at the same time. It was my money loaded onto their prepaid card to start with. They did no investigation at all, like they say they did..they never made one phone call to me,the detective,any of the witnesses just reviewed my bank statment, and came to the decision the transactions were authorized and declined fo re-reimburse the stolen funds from me. This hallened in March, this is now the middle of May and they are just now making their decision. In lue of all of this bickering back and firth and trying to recover my money, i have been evicted from my home, with no leg or foot and no place to go, my water has been shut off next my lights. And I'm not physically able to work. The money that was taken from me would have paid my rent. How can someone make a decision on something this important that affect someones whole livelihood when all they have done is review the bank statements on your account. Now. I am 46, disabled,out of work, homeless,and broke,on NetSpends behalf. I will never use or refer people to this shody prepaid company again. All i want is my money back, money that all alo.g belonged to me. Netspend isn't a real credit card company,they didnt give me the money or a line of credit for the money. I took money that was already mine and secured the cash on the card so that something like theft wouldnt happen to me...well it's happened twice now

Desired Settlement: I want them to do what a normal credit card company does when they have a dispute of charges, especially when they are given all the proper paperwork,witnesses,videos avaiable and all the proof required for an account credit to be made to your account. I want my money back, they have no right to kep it from me. Put yourself in my shoes well shoe since i only have on foot now anyway, if somebody u knew,or even if you didn't, took money or something just as valuable from you.....wouldnt u want it back?

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Ms. ******** states that she disputed unauthorized charges that were stolen by someone she trusted. She wants the funds refunded to her.

On March 27, 2015, Ms. ******** reported her card as stolen and she disputed charges as unauthorized by her. We updated her disputes claim on April 9th with no error found and no provisional credit issued. We concluded our investigation and closed the claim on April 23rd. The disputed transactions were performed at establishments that normally occurred in the account history. The same card was used during the disputed time period for charges that were authorized. The Personal Identification Number (PIN) was used for the transactions. We have mailed a disputes closure letter to Ms. ********’s address. We suggest that she contact the authorities to report the individuals responsible for the theft.

NetSpend regrets the inconvenience that Ms. ******** experienced with the misuse of her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

Consumer Response: have just read your email about my case and I realize they have the cade closed, however, I do not see how that is possible.this man and his girlfriend stole my identity, my credit card and my money, used it without my knowledge or my permission  and your office doesn't find anything wrong with that. You mentioned calling the police, well sir that was the second thing I did. Yes I filed charges, yes they have videos and pictures of the unauthorized use of my card, and yes there are warrents issued for the arrest of these two individuals. Like I tried to explain to your office numerous times, I was inside a correctional facility when these transactions occurred.  Not only that, but I am disabled and have been since January if this year. I lost my keft lower leg and ankle in an accident at work.  The money they stole was the onky money I had since I am no longer able to work and my case is tied up in the court systems. Nobody in my family including my husband has ever had authorization to use my card except my son. He used it brought it back. The man on these videos is clearly not my son. Now I ask you, if you were in my situ a tion wouldn't you want your money back? And how would you feel if like me that was your only amount of money you were going to have for a few months and everytime you looked for help to recover it you were denied? I can't call you because as with my electricity and water my phone is now shut off. I still feel that a complete and thorough investigation has not been performed. The dectectives themselves have even stated that this is criminal and I am entitled to my money back from you. Your office has not proved authorization on these charges, however I along with the ***** and ********** police Departments have proved unauthorized transactions on my card. So somebody please tell me what do I have to do to get my money back?

SincereComplaint: ********

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 that she does not accept the disputes claim decision because the money was stolen from her. She wants to recover the money taken by the criminal act

As we stated in our last response, we disputed the reported charges from Ms. ******** and found no error. In the examination of the transactions, we concluded that the disputed items were performed at establishments that normally occurred on the account history. The same card was used during the disputed period for transactions authorized by Ms. ********, indicating she had possession of the card. The Personal Identification Number (PIN) was used for the transactions. No funds were recovered to credit Ms. ********’s card. Since Ms. ******** has reported the theft to the police, they can conduct the criminal investigation. Our investigation covers the card transactions. NetSpend fully cooperates with the authorities to provide information by subpoena should they require our assistance.

NetSpend regrets the inconvenience that Ms. ******** experienced with the misuse of her card. We have provided her our 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:
Nobody has investigated anything on this case, I am prepared to send you photos and videos of the man using my card and my medical records showing I was not able to walk or even leave my house due to my accident. I never gave anybody my pin number and have no idea how this man was able to acquire it. The ***** and ********** police departments have never been contacted byanybody from any office. So how can you simply say case closed. This is a bunch if red tape garbage and you are unlawfully holding miney that belongs to me.
Regards,

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

6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No refund from my account being compromised My bank account was compromised and have not received my money back after numerous calls.no one ever helped..

Desired Settlement: No refund from my account being compromised. Numerous calls

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *********. Ms. ********* states that she did not receive a refund for her account being compromised. She wants her money refunded.

On May 24, 2015, Ms. ********* called to dispute a charge from Northwestern Agency. We blocked the compromised card and ordered her a replacement. We updated her disputes claim on the tenth business day, June 8th. We issued a provisional credit for the amount of the transaction. The claim will not finalize until July 24th. If successful, no further action will be required at the close of claim, since she has already received her funds.

NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. *********’s patience while we attempt to retrieve the funds for her disputes claim. We have provided her with 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,

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

6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a card in the mail to my new address from Netspend. I have never heard of this company. I did not sign up for a card. When I called to find out why I was sent the card and how they received my information I was told a friend must have recommended me. First, I have just moved to this area and have no friends that would even have my address nor any personal information to activate a credit card. When I told the representative that there was no way any friend of mine would be able to give out my information he said to just not activate the card. I asked to speak to a supervisor and the representative he hung up on me. I would like to know how they received my information and how they could start an account in my name without my authorization. What if this was sent to another address? How can they do this without having some type of security checks? I think they may be doing something illegal with accessing personal information and starting accounts. Can someone look into how they received my information, and whether it was obtained legally?

Desired Settlement: I would like to know how they received my personal information, and if it was obtained legally.

Business Response: Thursday, June 11, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** **********. Ms. ********** states that she received a credit card in the mail that she did not apply for.  She wants to know how we got her personal information. 

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card. 

On June 10, 2015, we spoke with Ms. ********** about the card offer.  We apologize for the unprofessional behavior of a representative that hung up on her.  A request for the specific source information on this card offer has been submitted.  When it is received, we will relay it directly to Ms. **********.  Our records have been updated so that we will not send any additional card offers to the name and address matching the offer that Ms. ********** received. 

We regret any inconvenience this may have caused her. Ms. ********** 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,

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

6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to know why did my 15 year old daughter received one of your credit cards in the mail when she never applied for one.

Desired Settlement: Stop spamming.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *** ******. Mr. *** ****** mentions a card offer sent to a minor child. He wants to know why his 15 year old daughter got the card in the mail.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. During activation, NetSpend verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the card offer activation, we collect social security number and date of birth to verify identity only. We do not know the age of the recipient until activation.

We spoke with Mr. *** ****** on June 5, 2015. He gave us the necessary information to locate his daughter’s card offer. We informed him that we only have his daughter’s name and address. We closed that offer and blocked her information from receiving card offers in the future. Once we receive the details on the source of his daughter’s information, we will relay it to Mr. *** ******.

NetSpend regrets the inconvenience Mr. *** ****** experienced due to the card offer sent to his child. 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

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *** ******. Mr. *** ****** mentions a card offer sent to a minor child. He wants to know why his 15 year old daughter got the card in the mail.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. During activation, NetSpend verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the card offer activation, we collect social security number and date of birth to verify identity only. We do not know the age of the recipient until activation.

We spoke with Mr. *** ****** on June 5, 2015. He gave us the necessary information to locate his daughter’s card offer. We informed him that we only have his daughter’s name and address. We closed that offer and blocked her information from receiving card offers in the future. Once we receive the details on the source of his daughter’s information, we will relay it to Mr. *** ******.

NetSpend regrets the inconvenience Mr. *** ****** experienced due to the card offer sent to his child. 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

6/15/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have multiple complaints. First off is that after multiple phone calls they still haven't met any of their timelines quoted in regards to delivery. After the 3rd call in a week they finally told me that they would send the delivery priority 1-2 business days but due to terribly incompetent customer service was a lie. It is 2 days later and they haven't even mailed the card. I was put on hold for a supervisor twice, getting disconnected both times after a wait of over 50 minutes. This has happened to at least 3 people that I know. Their delivery system and their customer service is appalling horrendous.

Desired Settlement: I desire not only delivery of my product but I also request compensation for my time and the fact that without my card my bills are late, directly due to their inefficiency. I would also like a formal apology written by the lost or stolen card departments operation manager. I would also like an explanation as to why I was lied to on multiple occasions.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that he has not received a card so he can access his funds. He’s requesting a card and late fees he had to pay.

On May 12, 2015, we processed a card order to Mr. ******’s address on the account. He called on May 29th and we processed a rushed delivery for a second card, since he had not received the first order. Because of the upcoming weekend, that card was shipped out to Mr. ****** on June 1st. He received his card the next day. We apologized for any incorrect information Mr. ****** received when we spoke with him on June 8th.

NetSpend regrets the inconvenience that Mr. ****** experienced while waiting on his card. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

6/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a dispute with netspend over a debit I didn't authorize. It was over 300 dollars. I was told by netspends customer service department that someone hacked my account after I used my card at a gas pump. I assumed this would be resolved with 10 days like they promised and over 2 weeks later and me having to call every day they finally sent me an email saying they found this transaction was not done in error, I dont get my money back. This is the third time netspend has done this to me. The first 2 I filed one dispute for both charges and my account was credited after about 10 business days. This has also happened to my mother and it took 2 months to get her money back. These unauthorized debits are done in states where we don't live nor visit. All I want is my money back. I didn't authorize this huge charge and I'm going to be leaving netspend as soon as this is resolved. Its been a month and they need to credit my account in a timely manner. Their so called dispute dept is never available. U have to leave your number and they claim they will call you within 24 hours. Like I said, I called every single day and they never called me back. I've heard from so many other people that this same thing has happened to them

Desired Settlement: I would like the amount of the debit credited back onto my card. Over 300 dollars is way too much money for me to settle with a ridiculous outcome from them that there was no error

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** states that she disputed an unauthorized charge on her card, but no credit was issued for the claim. She wants her money credited to her card.

On April 30, 2015, Ms. ***** disputed a charge as unauthorized through the NetSpend website. The disputed charge occurred on January 30th. We informed Ms. ***** that an update on her claim would be given in ten business days, May 14th. On the tenth business day we closed the disputes claim with no error found in our investigation of the charge. We sent her a letter explaining the reason of her dispute closure.

NetSpend regrets the inconvenience that Ms. ***** experienced with the disputes decision not being in her favor. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

6/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have used Netspend for direct deposit of my SSD checks for years. Lately they have recieved my checks and posted them whenever they feel like it. I was due direct deposit of my SSI check on the 26th of may and they posted my check on the 28th. They charged me 10.00 in fee's and then blamed it on the ATM? This company is very unprofessional, the CSR's don't speak english, and they hang up on the customer when they don't like what they customer is saying? I was enrolled in overdraft protect and the black and white clearly states that there will not be a fee charged if there is a overdraft then when I look on the statement I was charged $90.00 in overdraft fees. Was told by ***********) that the direct deposit is still pending that they haven't recieved it but when I called the SSA they gave me a tracking number for the deposit??? I am so sick of the theives that they are and the whole unprofessionalism thing that goes on there. I don't think that they should be in operation at all!!!!!!!!

Desired Settlement: I think that they should be shut down and that is what I would like to see....

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** **********. Ms. ********** states that her direct deposit was two days late, she was charged $10 in fees, and she was charged $90 in overdraft fees. She would like her deposit to post.

On June 5, 2015, we spoke with Ms. ********** concerning her direct deposit. When NetSpend receives the Automated Clearing House (ACH) deposits from the senders, we post them to the accounts within the hour. We explained that the Overdraft Protection Program (ODP) is an optional choice of our cardholders. There is a $15 fee charged each time our cardholder draws the card balance negative greater than the $10 cushion. The maximum ODP fees we will collect in a month, is three, $45.00. These ODP terms are agreed upon by each cardholder online before the program is made active. The other fees that Ms. ********** has are listed on her transaction history at www.netspend.com.

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


Thank you,

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

6/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They canceled my card the day before my payday and I was stuck without access to my money for months. Their Customer Service team is unable to properly communicate in English and they misunderstood me from the get go when I tried to get them to understand something about a error in charges I had. It caused me to incur several fees (they love to charge you fees for everything possible and it is usually BS). My advice is to stay far away from this company there are other options (like accountnowvisa). What a terrible company I wish I would have never opened an account with them and I regret it deeply. They wrecked my life by screwing up and they don't care at all and wont fix it

Desired Settlement: give me back the money you stole from by making up fees for mistakes that I did not make

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Mr. ***** states that his card was blocked and he had no access to his funds. He wants the fees returned to his card.

On May 2, 2015, PayPal Ebay collected $122.51 from Mr. *****’s card. He disputed that charge on May 12th as card compromised. We blocked the card immediately as a protection and ordered him a replacement. We informed him that we would provide an update for the disputes claim within ten business days, May 27th. No letter of disputes was received to explain the circumstances pertaining to his claim. The provisional credit was denied on the tenth business day. The next status update on his disputes claim will be on June 26th.

NetSpend understands the disputes process can be a lengthy one. We appreciate Mr. *****’s patience while we attempt to retrieve his funds. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

6/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The companie charged for paperwork to be mailed and faxed ..never faxed or emailed and lost apartment and also deposit..due to the fact they netspend didnt fo there job

Desired Settlement: This has cost us a great deal of money..we lost our depsit the apartment and still not done this is the 5th time we have spoken

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ****. Mr. **** states that he never received the faxed account statement, but was charged for it. He wants his account statement sent by fax.

On June 2, 2015 we spoke with Mr. **** concerning the account history he requested. We informed him that the document was faxed and mailed on May 26th. He requested that it be sent again since it was never received. Later that day, his account statement was faxed to the numbers he provided. Mr. **** wanted the secondary cardholder listed also, but the NetSpend account history only lists the primary cardholder. . We sent Mr. **** an account verification letter listing both primary and secondary cardholder’s.

NetSpend regrets the inconvenience that Mr. **** experienced while waiting on the account history. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

6/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Wife bought a card from speedway and gave it to neice. She has not been able to use it as is requires being registered and it wouldn't allow her to do it. I have now gotten card back to try myself and now it says expired.This company is from what I see online seems to be a predatory company that just tries to take advantage of people that have no other choice as they can't get a credit card. They charge an extra $5 up front and then an extra dollar for every time card it used besides. Now they just steal the whole amount.

Desired Settlement: We paid $55 for this card and expect it to work. I tried to contact them but get no response. What I expect is for them to stand behind their product (its a debit card by the way) and place the money on the card as they were supposed to.I would take refund, replacement, or just put the money on here as they were supposed to in the first place.Thanks for looking at this as my next steps would be the attorney general and then some minority places exposing them for taking advantage of them.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Mr. ****** states that his niece could not use the NetSpend card because it was not registered. He wants the money refunded.

On June 4, 2015 we spoke with Mr. ****** concerning the card purchased in 2011. We informed him the card was originally loaded with $40. He provided the necessary information so we could process a check to his niece. We will mail the refund on June 12th to the address provided by Mr. ******.

NetSpend regrets the inconvenience that Mr. ****** and his niece experienced with the NetSpend card. We have provided him our contact information should he have any additional questions or concerns.


Thank you,

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

6/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got an email from NetSpend (a very odd looking one, to be honest) stating that on June 18th, partial fees will be put into place if the consumer does NOT have the funds available. Their explanation for this; "so you can keep track of how much you have available to spend". Hate to break it to you, NS, but there were better ways of checking on how much we have. It's called your "paperless monthly statement" or "text alerts"! I don't care about what it does for me. I care about why and how much. I'm unemployed! I NEVER have that much money on this card. Maybe $60 if I'm lucky. I am at least glad that there's no partial fees of you have the amount they're looking to suck out of you. I am appalled by how many fees there are. But I digress. I got two different answers from CS. I've been lucky to get anywhere online, their site is broken. (Great job) One being about the inactive fee. I already knew about that! And the other, a vague description of what I was actually asking about. Still never really answered my question though. I just want to know HOW MUCH. If it's $1, fine. If it's $20, screw that. I wouldn't put it past them if it is that expensive. I am also looking for a reason to stay with money grabbing company. Otherwise I'm switching to the Serve card.

Desired Settlement: I just need an answer as to how much the partial fee would be.

Business Response: Thursday, June 11, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******.  Ms. ****** states that she received an email stating partial fees will be put in place.  She wants to know how much the fees will be. 

On June 11, 2015, we called and left a message and emailed Ms. ****** about the email she received.  The account matching her name and email address has no pending fees.  We want to make sure that Ms. ****** did not receive a phishing/scam email to collect her information.  When she returns our call, we will discuss her account fees and research this further.

We regret the inconvenience Ms. ****** experienced with the email and the fees on her card.   We provided her 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,

******* *

6/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Netspend dispute department supposedly received my money back from my dispute but refuse to put money back in my account. They send emails stating they will but then say I have to wait 2 business days. The two disputes one for $64.29 $51.59.

Desired Settlement: I will like a apology from Netspend in writing and for them to.give me back what they owe me.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** states that she has not received the money for her disputed items. She was an apology and the money back that she is owed.

On May 28, 2015, we spoke with Ms. ***** concerning her two disputes claims. On both claims the merchants issued credits back to her card. We gave her the dates the credits posted to the account. She is sending a receipt to NetSpend that will show the merchant only gave a partial credit for the items she returned. We will review the document when received.

NetSpend regrets the inconvenience that Ms. ***** experienced while disputing transactions with merchants. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

Consumer Response: Complaint: ********
Netspend informed myself and one of the merchants that the credit was reversed back off my account. Netspend should review the phone call between there representative myself and the merchant. That is what I have also been told by several other representative and supervisors with Netspend. Also the other merchant refunded a partial credit on my account so once I found out I filed a dispute. I have been to the store on several occasions and they tell me that I have to contact my bank they have released the funds already. I will like to have all my money back from the merchant that is why I filed the dispute for Netspend to help assist me in getting my money back. Half of the miney is not acceptable.

I can never receive a straightforward answer from Netspend. Netspend needs to have better communication between there clients and just tell people the truth about their account. Stop telling lies on people's account! 


Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* *****. Ms. ***** states that she has only received a partial credit from the merchant. She wants a straight answer from NetSpend.

As we stated in our previous response, Ms. ***** received credits for the two disputes claims. We reviewed the document she sent to us concerning the correct amount of the credit from the merchant. Our Disputes Department credited Ms. *****’s card the difference in what the merchant was supposed to refund on June 1, 2015.

NetSpend regrets the inconvenience that Ms. ***** experienced while disputing transactions with merchants. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

Consumer Response: Complaint: ********
 
I did finally receive credit after a month of waiting for the credit. I still do not understand why all of this had to take place for this to be resolved. Netspend needs to to a better job at there customer service. It should not have taken a month for Netspend to take action. I stated in my resolution to this case I would like an apology letter from Netspend. I have not received yet. Netspend needs a better system of supporting there customers in times when other companies try to take advantage. 

Regards,

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

6/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a dispute in March against **** in the amount of $900 and that case was closed and the amount was credited to my account. Today I noticed an amount of $80 was missing from my account. This was from **** car rental and the card company stated before that they put a block on my account so this merchant can no longer charge me. I spoke with a rep today and she stated she did not see anything blocking this merchant from charging my account again.

Desired Settlement: Refund my funds immediately!!!!

Business Response: Friday, May 29, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******.  Ms. ****** states that her card was blocked on a prior dispute with the merchant, but they charged it again.  She wants the refund immediately. 

On May 22, 2015, Mrs. ****** disputed a charge from **** ********** for $80.00.  We informed her that we would issue her an update on the claim within ten business days, June 5th.  At that time, the provisional credit decision will be made for her disputes claim. 

NetSpend understands the disputes process can be a lengthy one.  We appreciate Ms. ******’s patience while we attempt to retrieve her funds. Should she have any additional questions, she can reach us at the toll free number, 1-************* 

Thank you,

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

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

I am rejecting this response because:

Regards,

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

I do not accept this because it was an error on NetSpend's part for allowing a blocked card to be charged. Credit my account immediately.   

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. Ms. ****** states that it is NetSpend’s error in letting the merchant collect on a blocked card. She wants a credit to her account immediately.

On May 22, 2015, **** ********** collected $80.00 from Ms. ******’s card. The merchant force posted the amount from the card. This process of collecting does not give NetSpend the opportunity to deny the charge due to the card being blocked. We still have the rights to dispute this type of collection by the merchant under the card guidelines.

As we stated in our previous response, Ms. ******’s disputes claim will be updated on the tenth business day. Due to the Memorial Day holiday, the tenth business day was June 8, 2015. On that day, we updated the claim with a 45 day timeframe. The claim will finalize on July 24th. No provisional credit was issued because we did not receive a disputes letter explaining the reason for the disputes within the first ten business days.

NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. ******’s patience while we attempt to retrieve her funds. Should she have any additional questions she can reach us at the toll free number, ***************


Thank you,

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

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

I am rejecting this response because: When I filed a previous dispute in March for $900 that they took from my account using a closed card, I was told that the Merchant was being Blocked from doing it again. But as you can see, it has happened again. It is not my fault that Netspend did not do their part and obviously did not block the vendor. I will be contacting the Attorney General in their state and file a formal complaint. I want my funds refunded immediately!!!



Regards,

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

6/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 2/10/2015 @ 4:15 PM. I activated my Netspend Card. On 2/13/2015 My Tax Refund was Deposited in my account in the Amount of $6169.23. On 2/15/2015 I Logged into my ****** ****** Account to pay my Credit Card Out in the Amount of $1046.80 and My ******* credit card in the amount Of $350.00. Well Two weeks Pass by I Get a ****** ****** and ******* Bill in the mail saying it was a return payment for both of them. so I called the two companys to see why it shows as return payment well on 2/19/2015 Those two payments I submitted online was Canceled by Netspend. so I called Netspend to inform them they owe me money. well Needless to say I got the run around nobody knew what happen an they didn't know where my money went. As soon as I got off the phone I get a text message saying my card had been reported lost or stolen an they put a freeze on m account with a Balance of $4772.43. so I file a dispute to only hear nothing. I Filed another one to hear nothing, I filed another one still no reply. So I contacted netspend corp Office talk to ***** **** which was helpful. After I talk to him I logged in my account to request another card so I can transfer the $4772.43 over to new account. Well when I logged into my account I had a number of transaction on there while my account was on a freeze. so I filed another dispute sent them the transaction they asked for to dispute for them to tell me that they see no error an my account WILL NOT be Credited. Even My State Check was deposited when my account was on Freeze. I Just want my Money back an Some answers.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Ms. ***** states that she used her card to pay several merchants online, but the next bill did not reflect the payment. She filed a disputes claim and heard nothing back from us. She wants her money back and some answers.

On May 26, 2015, we spoke with Ms. ***** about her NetSpend card. We explained there are no attempted charges from ******* ****** or ******** on the days she made online payments. We suggested that she confirm the card number used for those payments. We also confirmed that she received the disputes claim closure letter mailed to her. The claim was closed with no error found on May 11th. No funds were recovered for the disputes claim.

NetSpend regrets the inconvenience that Ms. ***** experienced with the charges on her card. We have provided her our 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: I was contacted on May 26th, bout the matter an was told I had to basically take a lost of my money that I'm asking a refund for. Before I could ask questions I was hung up on.. 

Regards,

****** *****

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** *****. Ms. ***** states that she is still looking for a refund of her money from different merchants.

As we stated in our last response, there are no transactions with the merchants Ms. ***** mentioned in her complaint. NetSpend cannot open a disputes claim against a merchant that never collected from her card. The disputes claim that was filed was closed with no error found. We have requested that the documents used to arrive at that decision be emailed to Ms. *****. We have provided her our 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:
 Of course you won't see any edited transa ton for the bills I had scheduled o. The 15 of Feb to be paid o. The 19th of Feb. To only find out that they were not paid because an employee told the Creditors I had insignificant funds an couldn't process the ppayments. Which the employee at bank was wrong because I had just received my tax return.  So when I called Netspend to find out why an employee would lie about that I was put on hold for 30 min to only here in sorry but there's nothing g we can do. You can file a dispute. As soon as I got hung up on before I could file a dispute my account t was put on freeze an yall reported my card lost r stolen.  I have bee. Back an forth with yall since February trying to get my mo key back. Another thing if there was NO TRANSACTION SHOWING AS A DEBIT IN MY ACCOUNT THEN I SHOULD  STILL HAVE THAT MONEY IN MY ACCOUNT. SO IF MY ACCOUNT DONT HAVE THAT MONEY IN IT THEN WHERE IS THE MONEY FROM THE CANCEL ONLINE PAYMENTS . SO SINCE  I Still can't get my refund lime this. I will be going. Talk to a Lawyer
Regards,

****** *****

6/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had filed a despite about a transaction that I did not do.I go granted my money back for that transaction desput.the person that had took my money the first time still had my account info and when I received my credit back to my account,the person took it again from me.so I filed a police report and had him arrested.now netspend does not want to give me back my money.their saying that I got my money when I never did properly receive my money.the amount is for $102.50 I've tried over and overs for them to handle this the wright way so I can receive my money the correct way and they don't want to.please handle this for me because that was my rent money.thank you

Desired Settlement: I want my full refund of my original deposit now of 125.00 because I had to wait all this time.its been way over a month now that I've been waiting only for them to tell me that they are not going to give me my money back.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. *** ***** states that he received credit for his first dispute, but the person who stole his money still had his account information and made additional unauthorized transactions. He wants a full refund of his deposit.

On March 20, 2015, *** ***** reported his card as compromised. We blocked the card and ordered him a replacement. He disputed the ATM transaction that occurred on the compromised card and we paid out his claim on March 31st. On April 15th, *** ***** reports the replacement card compromised and he disputes four transactions that occurred the same day the card was activated. We closed the second disputes claim on April 29th with no error found. No payout was given for the disputed items. Someone was able to get the card delivered to his address, use his user name and password to logon to his personal account center, and use the PIN to complete transactions.

The second replacement card is also blocked due to compromised card in connection with a third disputes claim. NetSpend regrets the inconvenience *** ***** is experiencing from the three compromised cards. He has been given my contact information so he can call for assistance in protecting his account.


Thank you,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* *****. *** ***** states that he should received credit for his disputes claim because he instructed us not to send him a card to access his funds. He wants the credit from his original claim.

The review of the calls on the day *** ***** disputed the ATM transaction for $102.50 had no instructions not to send a card. In fact, he confirmed the address where the card was supposed to be sent. We told him to expect the card in 7 – 10 business days. As we stated in our previous response, we paid out his first disputes claim for $102.50 on March 31, 2015. On April 15th, *** ***** reports the replacement card we sent him from the first disputes claim was also compromised, and he disputes four transactions that occurred the same day the card was activated. We closed the second disputes claim on April 29th with no error found. No payout was given for the disputed items totaling $105.04. Someone was able to get the card delivered to his address, use his user name and password to logon to his personal account center, and use the PIN to complete transactions.

We have spoken to *** ***** and explained our decision. He has been given my contact information so he can call for assistance in protecting his account.


Thank you,

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

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

I am rejecting this response because:maybe if you guys had better security on your website and properly varified each caller then the card would hace not been activated unless it was me.but it wasnt ms that activated the card. Look,i never recieved my money.i told netspend that i work too.i also have a life.im not always home to recieve my mail so dont send me a card.its not my fault they still sent one. If netspend can send those phone calls in so the BBB and myself can hear them that would be perfect.and try not to edit them before sending them in netspend.you tend to edit things before revealing them,ive had it done to me several times before. I want my money or we can take this to court

Regards,

Dominic Rosas

6/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed my taxes electronically, I got my netspend card in the mail and when my money got on my card, I tried getting money off from an ATM, they blocked me after that and I wasn't able to use my card anymore so I called them and they told me I had to send in information about myself which I did that and they did not accept it so they told me that they were going to send my balance of $2317.54 back to the IRS and this was in February, they did not send it back, I talked to the IRS multiple times and they said that they have not received nothing at all, so I called netspend back but they keep telling me it looks like they sent it already, so my question is why are they lieing, why won't they just give me my money back, money that I worked for, I've read soo many reviews about them, why aren't they being stopped, I just want them to give me my money

Desired Settlement: I just want my money, that's all and for people not to go through this anymore

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Ms. ***** states that NetSpend told her the remaining funds were returned to the IRS, but they don’t know where the money is. She wants her money.

On February 9, 2015 we received a direct deposit to Ms. *****’ NetSpend Premier Card. New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. Ms. *****’ account triggered a block caused by our Risk Management Department on February 17th. The details that triggered the block are kept internal for security reasons. After review, the Internal Revenue Service (IRS) requested the remaining funds be returned directly to them. The only additional information we received from the IRS was a lead number. We conveyed this number to Ms. ***** on May 13th.

NetSpend regrets the inconvenience that Ms. ***** experienced as a result of the funds returned to the IRS. She has been given my 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 talked to the IRS on 5/14/2014 after talking with BBB, the IRS said there has been no money or check debited to them and that the lead number that netspend has given me doesn't mean anything but they did tell me to call back every 7 days

Regards,

****** *****

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** *****. Ms. ***** states that she contacted the IRS and they do not know about her returned tax refund. She wants information on the returned funds.

As we stated in our last response, Ms. *****’ funds have been returned to the Internal Revenue Service. We gave her the lead number for the money sent back to them. At this time we have no other information to provide her. The funds are no longer with NetSpend. Ms. ***** will have to contact the IRS for any updates in their processing of her returned refund.


Thank you,

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

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On may 21, 2015 I checked my account and noticed a large decrease in my funds and purchases being made in *** ********* ******** I immediately call Netspend at 6:27p.m and stayed on hold for 41 minutes after speaking with a representative. I was then disconnected and had to call back at 7:08 p.m I and spoke with a representative and as we were speaking funds was being taken out of my account. I was on the phone with a netspend supervisor and representative for an hour and four minutes. I was told my card has been compromised. Then my card was suspended and they said they would send out a new one. At this time the transactions were pending and I was asking the representatives to put a stop to transactions.They told me is it wasn't anything they could do until the transactions posted despite the fact I'm on the phone in *********** *** while the transactions are being made in *******. The following day on May 22, 2015 I called the Reebok store and the The Home Depot and contacted them of the purchases and they told me some purchases had not posted and I need to call my bank. Those calls were made at 9:27 and 9:36 a.m. I then called Netspend again at 9:41 a.m and was hung up on by a representative only on the call for 58 seconds. I called back at 9:42 a.m and spoke with a representative for for 8 minutes and some how got disconnected while they were connecting me to a supervisor. I then called back at 9:51 a.m and spoke with a representative for 13 minutes when I was still told the transactions are only pending and not posted and there was nothing they could do despite the fact I has spoken with the merchants. All of the transactions finally posted on May 23, 2015 and I called at 10:13 a.m and spoke with representative ***** and his employee ID number is ******** and I spoke with Supervisor ****** and his employee I.D number was ******** to dispute my claim. The transactions that I am disputing are as follows: The Home Depot at 6:46 for $59.20 The Home Depot at 6:46 for $1.00 The Home Depot at 6:56 for $65.53 The Home Depot at 6:56 for $1.00 The Home Depot at 5:58 for $65.57 The Home Depot at 5:58 for $1.00 Nike St Augustine at 6:05 for $2.80 Nike St Augustine at 6:05 for $1.00 The Home Depot at 6:06 for $65.57 The Home Depot at 6:06 for $1.00 The Home Depot at 6:15 for $63.43 The Home Depot at 6:15 for $1.00 Nike St Augustine at 6:21 for $50.49 Nike St Augustine at 6:21 for $1.00 The Home Depot at 6:23 for $63.43 The Home Depot at 6:23 for $1.00 The Home Depot at 6:31 for $47.27 The Home Depot at 6:31 for $1.00 Reebok Store at 8:32 for $127.18 Reebok Store at 8:32 for $1.00 Reebok Store at 8:42 for $127.18 Reebok Store at 8:42 for $1.00 The total amount being 748.65 My claim number is *******. I am disputing these claims because I did not make them and while I was on the phone with representatives about the issue money was being taken out in *** ********* ******* while my card was in my hand.

Desired Settlement: I would wish for a refund of my funds because while the purchases were happening in ******* I was on the phone with net spend and they still failed to stop the charges being made to my card. I have been calling all week and speaking with a numerous amount of representatives to solve this issue. I still have not received my funds despite the fact I sent in a dispute. I desire the full amount of all my funds that were taken out of my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. Ms. ***** states that she was on the phone with NetSpend while she was getting unauthorized charges on her card in another state. She wants to receive credit for the disputed transactions.

On May 21, 2015, Ms. ***** called to report unauthorized charges on her NetSpend card. The charges were pending at the time and we informed her they could be disputed if the merchants collected the funds. Two days later, when the merchants collected, she opened the disputes claim. We notified Ms. ***** that an update would be given in ten business days, June 8th. The provisional credit decision will be made at that time.

NetSpend regrets the inconvenience Ms. ***** experienced with the unauthorized charges on her card. We do appreciate her patience as we attempt to retrieve her funds from the merchants. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been attempting to get a transaction history for 5 days. I called and went through all the proper channels and when I didn't receive it in the 24-48 hours I was told I called back. I was placed on hold for 1 hour and then when I called again and requested a supervisor the supervisor was incredibly rude and argumentative. She didn't offer to fix my problem because she saw that I had been calling since the 20th. Just told me that policy says it is 24-48 hours to get a transaction history and that's all she could do was have me wait again. When I asked for her supervisor she refused to give me any info and told me if I wanted to make a complaint I could do it online. I am trying to buy a house and needed this info by Friday 5/22, but for some reason no one at Netspend will take responsibility for not assisting a consumer. I know that I am just one person so I don't really matter to a company this big, but this is the worst I have ever been treated by a anyone I have ever done business with.

Desired Settlement: I need my transaction history so that I can close on my house asap

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states that she did not receive the requested account history in the 24 – 48 hours quoted to her. She wants the history sent to her.

On May 20, 2015, Ms ****** requested the account history for her NetSpend card. We told her she would receive the history in 24 – 48 business hours. We emailed the history to her on May 25th. We later confirmed with Ms. ****** that the document was received for the purpose she intended.

NetSpend regrets the inconvenience Ms. ****** experienced while waiting on the account history. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a block on a new card that has a direct deposit from my employer pending. I was initially told on May 21, 2015 to send in documents to verify identity and wait four hours for account to be unblocked. After 4 hours I was told I had a negative balance on previous accounts and had to pay in order for block to be removed. I paid the negative balance later that evening and was told to call in the morning. I called Friday (May 22nd) and again was told to wait another 4 hours. After that time period I was told I had another negative balance that I had to pay. I paid that this morning, May 23rd, at 9am and was assured that the block would be removed. I'm at 11 hours later and nothing. I don't understand why there is 1) a 4 hour process to remove blocks and 2) why after the 4 hours they don't do as they say. This has been a horrendous time as for as I now owe $200 to family and still have not received my direct deposit. And top it all off was just told to wait until Tuesday May 26th ... But the deposit is suppose to be returned to my employer on Monday, May 25th. So disappointed and disgusted in the whole process. Their CS Reps read from a script and hesitate to have any other dialogue always saying the "higher office" or Recovery Team that seems to be non-communicable to anyone. There's no direct line to ask what is going on or anything like that.

Desired Settlement: Obviously my desired outcome is to receive my money! I need to feed my kids and pay my bills!

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** **********. Ms. ********** states that she has a block on her new account where the direct deposit is pending. She wants the block removed and the deposit to post.

On May 20, 2015, NetSpend sent an alert to Ms. ********** about a pending deposit to her new account. The agent incorrectly requested identity documents to be sent for review. The system automatically blocked her new account due to an outstanding balance on a previous account in her name. The funds were not recovered to pay the negative balance. Due to the banking holiday on May 26th, Ms. **********’ direct deposit was returned to the sender the next day. It can take up to six days for the originator to receive the funds.

NetSpend regrets the inconvenience Ms. ********** experienced with the blocked account. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: when i called tthe netspend company i found out that they close my account without letting me know, and i keep trying to request to speak to a supervisor, i keep putting on hold until i spoke to a supervisor, when i spoke to a supervisor he told me that my account is closed and i will re issue a check for my money and he told me it will take 20 days before i can get my money, i tried to speak or talk to a supervisor for a reasonable recommendation if i can get my check sooner than 20 days, i explain it to him that i need my money and i don't have a job and i have 2 children and i'am relying that money to spend for my kids needs, what they did is not really right closing my account without notice if i just new they are going to do that i would of took my money... i dont understand how they can do it like that just closing my account without notice... please help me get my money sooner than 20 days..

Desired Settlement: i would like for them to issue my money sooner than 20 days because i need it my money for my kids needs please.. that's all i want i don't have any money right now for my kids needs

Business Response: Friday, May 29, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by **** **** ********.  Ms. ******** states that her account was closed without warning and she was told to wait for her remaining funds for 20 days.  She would like to have her money sooner.

On May 22, 2015, Our Risk Department closed Ms. ********’s account due to unacceptable account activity.  A check was mailed to her for the remaining funds the next week on May 29th.  She will receive her funds within 20 business days from the account closure. Ms. ******** is no longer eligible for NetSpend services. 

NetSpend regrets any inconvenience this closure may have caused Ms. ********.  If she should have any additional questions or concerns she can call the toll free number *************** 

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

6/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I STARTED DIRECT DEPOSIT OF MY PAY CHECK ONTO MY NET SPEND CARD. THE TERMS AND POLICY OF THE CARD STATED THAT IF YOU HAVE DIRECT DEPOSIT OF MORE THN 500.00 PER MONTH FOR OVER A MONTH THAT YOU WILL NOT BE ASSESSED THE DEBIT FEE OF 2.00 AND THE 1.00 FEE FOR SWIPING AND USING YOUR CARD. I HAVE BEEN A FAITHFULL CUSTOMER OF NET SPEND AND MY PAYCHECK DIRECT DEPOSITS HAVE BEEN WEEL OVER 500.00 PER MONTH AND I STARTED TO NOTICE THAT THE FEES ON M CARD ARE BEING ASSESSED LIKE A REGULAR PAY AS YOU GO CARD. I WAS ASSURED THAT WITH DEPOSIT OVER 500.00 PER MONTH ALL OF THOSE ADDITIONAL FEES WOULD NOT BE CHARGED. I WOULD NOT HAVE HAD MY PAYCHECK DIRECT DEPOSITED HAD I KNOW THAT I WOULD BE ASSESSED ALL OF THE REGULAR FEES. I WENT INTO THE STORE WHERE I PURCHASED THE CARD AND THEY ASSURED ME THAT I WAS NOT SUPPOSED TO BE ASSESED ALL THOSE FEE'S. I CALLED IN TO THE NET SPEND CUSTOMER SERVICE CENTER ON 05/20/15 AND WAS PLACED ON HOLD 3 TIMES FOR OVER 15 MINUTES AND THE REP PROMISED THAT A SUPERVISOR WOULD REFUND BACK TO MY CARD THE FEES THAT WERE CHARGED IN 24. I CHECKED MY CARD ON 05/21/2015 AND THE REP HAD CHARGED MY CARD WITH ADDITIONAL CHARGES THAT I KNEW NOTHING ABOUT. I CALLED BACK INTO THE CUSTOMER SERVICE OFFICE AND ON THAT SAME DAY ONE REP TOLD ME THAT I SHOULD HAVE BEEN CALLED IN AND WHEN I EXPLAINED THAT I HAD CALLED IN A MOTHN OR SO AFTER MY DIRECT DEPOSIT HAD BEEN LOADED TO MY CARD, THEY PRETTY MUCH TOLD ME THAT I WAS NOT TELLING THE TRUTH. I TOLD THEM TO GO BACK AND CHECK MY ACCOUNT, THEY PLACED ME ON HOLD 2 SEPERATE TIMES AND CAME BACK AND SAID THAT YES I WAS CORRECT AND THAT MY DEPOSITS WERE WELL OVER THAT AMOUNT AND THEY A SUPERVISOR HAD TO REFUND THE FEES. THAT NEVER HAPPENED. I CALLED BACK IN A FINAL TIME ON 05/21/2015 WAS LEFT ON HOLD FOR 50 MINUTES AND NO ONE CAME BACK TO THE PHONE. I CALLED BACK AGAIN AND REQUESTED A FINAL TIME TO SPEAK WITH A SUPERVISOR AND A REP TOLD ME THAT ONE WOULD CALL ME BACK. I HAVE NOT RECIEVED A CALL FROM THE COMPANY AT THIS POINT. MY DIRECT DEPOSIT ARE STILL IN PLACE ON THIS CARD. I TOLD THE REP TO GO BACK AND LOOK AND SEE AT THE TRANSACTIONS ON MY CARD AND SEE THAT THE CHARGES ARE THERE THEY AGREED THAT THEY WERE IN ERROR HOWEVER I HAVE NOT YET RECIEVED A FULL REFUND FOR THOSE FEE'S. I EXPLANED TO THE REP THAT I COULD GO INTO THE STORE AND WIDTHDRAW 300.00 WITH NO FEE AND THEY WOULD NOT LISTEN AND KEPT PLACING ME ON HOLD AND SAYING THAT SOME ONE WOULD CALL ME BACK.

Desired Settlement: I WOULD LIKE FOR THEM TO GO BACK ON MY CARD AFTER 30 DAYS OF MY DIRECT DEPOSIT BEING IN PLACE AND ADJUST ALL OF THE FEES THAT THEY CHARGED MY CARD. I WOULD LIKE ALL OF MY FEES FOR THE DEBIT CARD TRANSACTION SWIPSE FOR 2.00 EACH AND FOR ALL OF THE FEES FOR MY SWIPE USES FOR CREDIT CARD TRANSACTIONS OF 1.00 EACH AND MY MONTHLY LOADING FEE TO BE ADJUSTED TO 5.00 AND THE EXCESS TO BE CREDITED BACK TO MAY CARD LIKE THE REPRESENTATIVE PROMISED ME 30 DAYS AFETR MY PAYCHECK WAS DIRECT DEPOSITED TO MY ACCOUNT OVER 500.00 PER MONTH. I JUST WANT NET SPEND TO DO THE RIGHT THING AND RE CREDIT AND ADJUST THE ERRORS THAT WERE MADE

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that she received direct deposits to qualify her for The Fee Advantage Plan. She wants to receive credit for the fees that should have been waived.

On May 29, 2015, we spoke with Ms. ****** concerning the card transaction fees on her account since she received qualifying direct deposits. We resolved her issue during the call. She is now signed up for the optional Fee Advantage Plan at a reduced price per month.

NetSpend regrets the inconvenience Ms. ****** experienced with the Fee Plan 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

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NETSPEND VISA DEBIT...DO NOT PURCHASE THIS CARD! I have submitted the following to ****************************: Submitting fourth request for response today 5-19-15. Please respond and resolve by reimbursing our $300 before 5-22-15 or I will have no choice but to notify the B.B.B. and post a complaint on the internet.I purchased a Visa Debit card today and put $300.00 on it. I am the Power of Attorney for my mother, of whom the card was intended....for emergency use only. I tried to activate this card this afternoon, with my mother present. We gave all the information using the automatic area and then were told to wait for a customer service rep.It took over a half hour trying to explain that I was presenting the information FOR my mother and was then verified BY my mother that it was correct. Your customer service person then asked for all the information AGAIN from my mother. This is when I decided that we no longer want to activate the card and want to be refunded the $300. After stating that to the customer service person, she hung up on us. There is no number to press if you DO NOT agree with the terms. The number ************ for a refund still makes you agree to the terms to activate the card...I do not wish to activate the card. There is no access to speak with anyone unless you first agree to the terms. Customer service does not respond. I wish to get a refund. I would appreciate a confirmation of this correspondence and be reimbursed the $300.

Desired Settlement: We wish for a refund of the $300, Non Activated account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Mr. **** states that he tried to activate a card for his mother, but was unsuccessful. He wants to have the $300.00 refunded.

On May 29, 2015, we spoke with Mr. **** concerning the card activation for his mother. Since the card is in her name, we will need to speak with her directly to verify security before activation. Mr. **** will have his mother call me back at the number I provided.

NetSpend regrets the inconvenience Mr. **** and his mother experienced with activating her card. 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

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order a phone off of gylde.com for $320.80. The phone never arrive and they issued my refund. Netspend is holding a pending charge of that amount. Netspend ask for documents that I have provided for them in order to receive a refund. Glyde.com has contacted them. Netspend will not take the hold off. They are holding the money. I already sent them everything and no refund. It's a debit card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* states that the phone she ordered never came and they issued a refund. She wants NetSpend to stop holding her money.

On May 12, 2015, Glyde charged Ms. *******’s card $320.80. The funds were placed in a pending hold waiting for the merchant to collect. We informed her that we need a letter from the merchant stating that they will not be collecting on these funds. After review of the letter we can then release the pending amount back to her card balance. We emailed her the details that need to be in the letter on May 29th. When we receive the acceptable document, we will release the pending charge.

NetSpend regrets the inconvenience Ms. ******* experienced with the pending charge. 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

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: May 15, 2015 ****** * ***** ********** **** *** ******* ***** ***** ***** ************ *o Dispute Resolution Department Re: ********** On May 15 several fraudulent charges were posted to my account without my permission. I was not the person who withdrew this money both my husband and I were on vacation in Las Vegas Nevada when our money was stolen. I am very suspicious because on more than one occasion money has been deducted from my account stating it was the wrong account credited. I have made several phone calls to associates expressing my concerns. I feel that someone who works at Meta Bank is stealing from my account. I will wright all governing bodies associated with this bank to have another investigation done because this was clearly an inside job. I want all my money returned including NSF fees due to this theft. I was not treated as if my issue with this theft was important I was promised a phone call within 24 -48 hours and I never received it. I was asked to write this letter when I was out of state with no computer to due this my fund were stolen and our account wiped out which caused us a huge hardship. I would like a response ASAP. I would like all my funds placed back into my account ASAP this is a federal and criminal matter allowing strangers to steal from my account that supposed to be protected. Here are the charges as follows: 5/15/15 LATHROP Rd. LATHROP CA.- $ 83.00 5/15/15 LATHROP Rd. LATHROP CA.- $2.50 5/15/15 LATHROP Rd. LATHROP CA.- $1.00 5/15/15 LATHROP Rd. LATHROP CA.- $303.00 5/15/15 LATHROP Rd. LATHROP CA.- $2.50

Desired Settlement: I WANT ALL MY MONEY THAT WAS STOLEN RETURNED ASAP

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Mrs. ***** states that she disputed transactions done while she was on vacation. She wants all the money stolen from her.

On May 15, 2015, Mrs. ***** disputed two ATM transactions as unauthorized. We informed her that we would issue her an update on the claim within ten business days, May 29th. At that time, the provisional credit decision will be made.

NetSpend understands the disputes process can be a lengthy one. We appreciate Mrs. *****’s patience while we attempt to retrieve her funds. Should she have any additional questions, she can reach us at the toll free number, ***************


Thank you,

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

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In simpla a hotel reservation was made. A hold was placed on cerdit card. At check out a different card was used. Hotel has released hold and sent 3 faxes 2 emails to return funds. Per credit card customer service reps. ****** ***** ***** ****** **** ********* ***** *** ***** ******* This takes 6 hours to 7 days to return funds. It has now been 20 dys. And lots of excuses on why funds not available to return. I have contacted netspend by fax and phone. ***** ********************** *******************

Desired Settlement: A refund or release of my funds being held.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *********. Mr. ********* states that a hotel released a hold but it was not released to his card. He wants the funds released to his card.

On May 19, 2015, the pending charge from the hotel was released to Mr. *********’s card. A member of our team spoke with him the next day to resolve his issue. NetSpend regrets the inconvenience that Mr. ********* has experienced while waiting for the hotel charge to be released to his card. He has been given our information should he have any additional questions or concerns.


Thank you,

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

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good Morning, On the morning of 5/18/15 I went onto the Netspend website to file a dispute regarding one of the charges made on my card. After filing the dispute, I got a text message from Netspend stating "Your Netspend Card **** has been reported stolen. It is now blocked. If you have not already done so, order a new card at www.netspend.com." I did not report my card lost/stolen. I simply disputed one of the charges to my account. There is an entirely separate page to report a card lost/stolen. If that is what I wanted to do, I would have done that. I called Netspend's customer service (**************) to report that I did not say my card is not lost/stolen. It is in my possession and I need Netspend to reactivate my card since I never asked them to deactivate it. I was informed that not only will they not reactivate it, there is not a single solitary soul in the entire organization that can cancel the block. Not even the owner of the company can do it. I was then informed that for $29 (the cost of a replacement card and 2 day shipping) I can have one sent to me. Because of their moronic policy, I may not have the ability to pay my bills and buy groceries until 5/20/15 if I'm lucky. I have been with Netspend since 2007 and have never had a problem with them. I cannot abide by this. Thank you, lp

Desired Settlement: Not only do I want the $29 charge removed, I want Netspend to change their policy of automatically deactivating cards when a simple dispute is filed; or at the very least have a pop-up warning to customers informing them that filing a dispute will automatically block their card. I want that $29 charge removed and their policy changed.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. Ms. ***** states that she disputed a charge on her card and it was blocked. She wants the card order fee and the card expedite fee refunded.

On May 18, 2015, Ms. ***** disputed a charge through the online account center as unauthorized use of her card. As a protection against other unauthorized use, the card was blocked automatically. She called the same day to unblock the card but we could not comply due to our efforts to protect her remaining funds. She requested that the replacement card be rushed out to her at a fee of $25. We complied with her request.

NetSpend regrets the inconvenience that Ms. ***** experienced with the unauthorized charge on her card. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

6/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern, I opted to have my tax return put on a Net Spend card. After horrible customer service and delays with my account information I decided to cancel my account. I was told I would receive the remainder of my return via check from the company in 21 business days. This was 3 months ago. I have called over eight times. On the first I was told the check was sent through Fed Ex. Upon asking for a tracking number they said they couldn't give me that information. The next time I called I was told it was sent through the United States Postal Service and that I needed to check with my post office. Which is ridiculous, but I did - to no avail. The following six + calls all involve me talking to someone who knows nothing about my account and feeds me the same line; our research team is looking into it, call back soon. This is absurd. I work very hard for my money and to think a multi-million dollar corporation is playing these games with me makes me sick. I need my government's help to make this right. All I want is what I am owed in a timely fashion. I just graduated college and have many, many, many bills to pay. Please, please help me. Thank you, Sincerely, ******** *****

Desired Settlement: I wish to receive all the money I am owed in a timely fashion.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. Ms. ***** states that she closed her account, but did not receive the account balance. She wants the remaining funds from the closed account.

On April 10, 2015, Ms. ***** closed her card / account with NetSpend. We mailed a check for the remaining funds, $61.00, to her on April 17th. Our Accounting Department is reviewing the records now to determine if the check can be reissued. We will keep Ms. ***** informed of the results.

NetSpend regrets the inconvenience that Ms. ***** experienced while waiting on her check. We have provided her our contact information should she have any additional questions or concerns.


Thank you,

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

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I pre-loaded monies to the visa card and was not able to spend the monies. I was told by the csr that I did indeed have the funds available to use but couldn't tell me why I couldn't use them. The transaction I requested was for the same website I had used the card for the prior evening. I was told there were no fees for foreign transactions and was assessed one. I will never use this service again. The health issue involved is high blood pressure from having to deal with the jackwagons at the company.

Desired Settlement: nothing needed ... just won't do business with NetSpend and will do everything possible to let the public know how ***** poor the company is. Time for a campaign

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by **** *********. Mr. ********* states that he was told there would be no foreign transaction fees, but he was charged. He does not want to do business with NetSpend anymore.

On May 22, 2015, we spoke with Mr. ********* about the foreign transaction fees. The Foreign Currency Conversion Fee of 3.5% is stated in the card terms. We further explained the card terms are given in paper form with the card purchase and are available online at www.netspend.com. When he called our customer service on May 17th, we explained the same fees.

NetSpend regrets the inconvenience that Mr. ********* experienced with the fees on his card transactions. If he has any further questions or concerns, he can reach us at ***************


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

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Netspend corporation is holding funds from filing my taxes. They will not return my calls nor will they activate my card for spending of my funds. Which are totaling over 4,000 dollars.

Desired Settlement: Please activate my current account, or send a check in the full remaining balance of my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. Ms. ****** states that NetSpend is holding her funds. She wants her card activated and the funds sent to her in a check.

On February 5, 2015, we received a direct deposit to Ms. ******’s NetSpend Premier Card. New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. Ms. ******’s account triggered a block caused by our Risk Management Department on February 26th. The details that triggered the block are kept internal for security reasons. Our Risk Department is expecting an update from the IRS / US Treasury by June 4th. We are in contact with Ms. ****** to keep her informed.

NetSpend regrets the inconvenience that Ms. ****** experienced as a result of the funds being reviewed by the IRS. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

6/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a prepaid NetSpend Visa from a local Family Dollar on May 7, 2015. I tried to activate the card online and was told it could not be activated and to call Customer Service. I called CS on May 8, 2015. I was told that there was a glitch in the system and it would be resolved within 24 hours. I was told to check back the next day. I called CS the On May 11, 2015 and was told that the system showed my social security number belonged to a deceased person and that I would need to bring a copy of my social security card, drivers license and utility bill to a reload location and have them fax it in to NetSpend. I took the information to Ace Check Cashing at 8 am on and they faxed the information to NetSpend. I called CS and was told it would take 4-6 hours. When I had not received a response and was still unable to access my funds, I contacted CS again on May 12, 2015. I was told to have the documents resent by a reloading agent so I again went to ACE Check cashing and they refaxed the documents. While I was there, the ACE employee pulled up the verification system and said it did not show my SS# was flagged as deceased. I called CS to verify receipt of the documents and was told yes and it would 4-6 hours. After 6 hours I called by and was told the issue was I had mistyped my name when I tried to activate online. I was told it would be another 4-6 hours. At 8:36 pm I recieved an email stating that they were unable to read the faxed documents and I would need to take a photo and send them by reply email. I did this. I received a second email at 11:37 stating that they had recieved the documents and they had been verified but my account had to be transferred to another department. I called the morning of May 13th and was told that I had an old account and that in 2008 I made a purchase for $11.36 but my card had a balance of $10 so the account was closed due to an outstanding balance of $1.36. I offered to pay the balanace over the phone but they refused payment. The supervisor said they were escalating the issue and it would take 4-6 hours and the funds would be available. They also promised to monitor the account and called when resolved. I followed up with an email to provide written documentation. At 4:45 I called CS again and was told that the issue was with the documentation department. I told them I had received an email from documentation saying that they had forwarded it to another unnamed department. The supervisor said they would escalate the issue to documentation, monitor the issue and have a manager call me back. I told again the issue was not with documents but with the department that handles charge offs. I was told that CS cannot contact that department or forward customers to the department. Again it would take about 4 hours. I again followed up by email. When I had not heard anything again, I called at 7:45pm and was told by the CSR that the issue was my social security number belonged to a deceased person. I recanted the entire story and asked to be transferred to a supervisor. After a lengthy wait I spoke with a supervisor who said he was escalating the issue to both documentation and risk. I told him that I was told CS could not contact risk. He said yes we can but they closed at 8pm so they would not be able to address the issue until the morning and it would take about 4-6 hours after they opened at 8 am for them to review and resolve the issue. I told them that this money was needed for a payment that was needed Friday morning. I have repeatedly asked that the money be transferred to my open NETspend account. I also repeatedly offered to pay the $1.43 by phone to have the money released. I purchased this card for my son to take on his class trip. Thank goodness I purchased it early. I shudder to think of my 10 year old being hundreds of miles away from home with a card that he could not use to purchase food, snacks and souvirnirs.

Desired Settlement: I want a refund of the purchase amount of the card $4.95 plus the initial deposit amount of $40 issued to my active NETspend card immediately. In addition I would like treble damages in the amount of $135.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********** ****. *** **** states that she could not activate her card and had to send in identity documents. She wants a refund for the card purchase and initial money loaded.

On May 8, 2015, *** **** attempted to activate a NetSpend card through the website. The social security number provided was for a deceased person and the account was immediately blocked. The error message told her to contact customer service. When she provided her identity documents on May 11th, the correct information was entered on the account. Our system automatically put a second block on the account due to a past due amount on her account from 2008. That second system block was removed after review on May 14th. *** **** was then able to use the funds that she deposited to the card.

NetSpend regrets the inconvenience *** **** experienced while activating her card. She has been given our contact information should she have any questions or concerns.


Thank you,

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

6/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Netspend about a double charge to my account by my insurance company. I called the insurance company as I was told to do by netspend and was told that they were waiting on an approval for my refund. Meanwhile my account is in the negative and I have no cash. I haven't even eaten today because of the double charge. I spoke to someone this morning who told me to call back after speaking with the merchant. When I called back I was asked 4 security questions and did not receive any assistance. When I asked to speak with a supervisor I was left on hold for over 5 minutes. I called back and spoke with a male who said he would attempt to reverse the charges and he asked me to hold. I held for at least 10 minutes and he still had not come back to the phone once to check back with me. I was on a 15 minute break at work and had already spent 20 minutes on the phone. I had to hang up because I was at work and couldn't take anymore time. I just want my money back in my account. I have nothing. I will of course have to call Netspend again for the 4th time to try and get my money so I can finally feed myself. I am furious. I WANT MY MONEY BACK IN MY ACCOUNT TODAY!

Desired Settlement: I WANT MY MONEY BACK IN MY ACCOUNT TODAY!!!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. *** ***** states that she was double charged by a merchant and her account went negative. She wants the double charge refunded.

On May 14, 2015, *** ********** ********* charged *** *****’s card $201.00. Eight hours later they charged the same amount again. *** ***** called to inform us it was a double charge. The next day the merchant collected on both transactions. A credit for $201.00 from that merchant was put back on her account on May 17th. We informed *** ***** by telephone and email.

NetSpend regrets the inconvenience *** ***** experienced due to the double charge from the merchant. 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

6/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made three loads onto my PayPal card at the Dollar General in Chiefland Fl on April 24; $500 at 1:23PM CT, $500 at 1:24PM CT, and $400 at 11;25PM CT, for a total of $1,400. I get alerts on my phone that I still have showing me that netSpend received those deposits and I also have my receipts from Dollar General showing I made those deposits. I made a purchase shortly thereafter, at 2:15PM CT for $33.10 that showed my available balance after that purchase was $1,783.48, so my $1,400 had been applied to my account. The following morning April 25 at 8:28AM, I received a text from PayPal stating my Card ending in **** had been reported stolen and is now blocked. My card was not stolen. I called PayPal immediately and they told me that Dollar General had voided the transaction and had requested the monies, my $1,400 be returned to them. I said that is bull and I wanted my money back, PayPal said they would mail a check to me for the balance on my account and I thought all would be okay. Several days later, I received a check for $383.48 from netSpend, PayPal's parent company, this is the amount of my account MINUS my $1,400. I made innumerable calls to PayPal and Dollar General. The gist of it all was PayPal stuck to their story about, promised to send me a copy of my last month's statement, and that was it. Then I went after Dollar General. They were very open and even let me meet with their District Manager and a representative from their company who handles their debit card transactions, Incom. Paypal told me that they requested the monies back on April 24 and that it was sent back to them on April 26. We met and they actually opened their books to me and there was no $1,400 credited back to Dollar General Corporation from April 24 until this date today. I have called PayPal numerous times and asked to speak to a manager and they just put me on hold for an hour or more until I finally just hang up. I am confident that PayPal has my money and are giving me the runaround hoping I will give up out of pure frustration, but I will not. I have been unable to pay my bills because that was all of my money for the month. I want my money back from PayPal and I am trusting the BBB to do the right thing and resolve this issue.

Desired Settlement: I want my $1,400 that I sent to PayPal and I believe they have had since April 24 along with whatever interest they have gained from having my money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. *** ******* states that three cash loads were reversed from her card balance and her account was closed. She wants the money that was originally loaded to her card.

On April 24, 2015, *** ******* loaded $1400.00 in three separate transactions. Two days later those funds were reversed by the processor for the store that received her loads. Due to the reported incident our Risk Department closed *** *******’s account and mailed her a check for the remaining funds $383.48. Her account was later reviewed and the previously reversed funds, $1400.00 were returned to her card balance on May 18th. The next morning her card was unblocked for use.

NetSpend regrets the inconvenience *** ******* experienced due to the reversed loads from her card balance. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

6/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My debit card was blocked on 4/30/2015 due to an authorized debit. The representative at that time put in to have a new card sent to me. I called back on 5/6/2015 to try and get a turn around time for the new card and the rep said I would receive the card the following week of 5/11/2015. I called back on 5/6/2015 and asked can I get my card sooner because I cannot wait until the week of 5/11/2015. I paid 20 dollars to have a card expedited and the lady rep for Netspend said I would receive my card on 5/8/2015. I called NetSpend 3 times on 5/8/2015 only to have 2 reps not understand me and the 3rd rep tell me that the card would be delivered on Monday 5/11/2015 and as I advised the rep why did I pay 200 dollars only to still receive the card the following week. The rep said he would submit some type of request because the young lady gave me the incorrect information.

Desired Settlement: I want Netspend to refund the $20.00 I paid to get an expedited card that was not expedited at all. Had the young lady been truthful and said the card still wouldn't come to that following week I would have just waited instead of paying $20.00 for nothing.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. *** ****** states that she did not receive her card when expected. She wants the fee refunded that she paid to have the card rushed delivered.

On May 6, 2015, *** ****** requested to have her replacement card rush delivered at a cost of $20. The expected delivery was 2 – 3 days. It was delivered in 2 – 3 business days, May 11th. We refunded the fee she paid to have the card order rushed to her address.

NetSpend regrets the inconvenience *** ****** experienced while waiting on her card order. She has been given our contact information should she have any questions or concerns.


Thank you,

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

6/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I needed to pay a bill to avoid immediate shut off. The service provider did not take cash. So I went to the 7 11 paid $70 cash plus the activation fee. Attempted to activate the card using the method given. I attempted to activate online, I as unable to because the browser said the website had malware. So I then called the number on the card to activate it. I was told sorry we can't activate it because your information doesn't match our records. I told them I paid cash to get this card for a bill that is in immediate shut off. They said they needed a social security card. I said no, I don't feel safe mailing you a copy of my social security card. They said I will be issued a refund by check in 20 business days. My issue is this I paid cash for an emergency situation to pay a bill that is in immediate shut off status I am out of $70 cash the service will be shut off and their is nothing I can do. But wait 20 business days for a check refund that may not happen. I am worse off than I started. The card doesn't say that they require a social security card because if it did I would have choose another card. It says all you need is the information not an actual card. Please help me

Desired Settlement: I would like my money back sooner than 20 business days, 20 business days is sometime in July. I need my money now, they received cash upfront and now they are holding my cash and telling me foolishness .

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ** *****. *** ***** states that she was unable to activate the NetSpend card to pay a bill. She wants her money back sooner than 20 days.

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 prepaid debit 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 provided by *** ***** could not be verified automatically. We requested physical documents to validate the information.

On May 28, 2015 we spoke with *** ***** about the refund check. We discussed options for her card. We are working with her to get the check sent sooner than twenty business days to the correct name and address.

NetSpend regrets the inconvenience that *** ***** experienced while trying to activate her card. She has been given my 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:

They are requiring that I scan my license to them, I don't trust that they will protect my information.  I don't feel safe.  On the outside packet of the debit card it says we will ask you for the information, not scan us your drivers license  and social security card.  The things that they are now requesting is not clearly stated on the outside of the package where the consumer can see.  

I have provided them with name, address and social security number the location the card was purchased and I am just getting the run around.  I asked for a check to be mailed to ** ******** **** and they sending it to another address, everything is just a constant hassle.

This is unacceptable.  Tell the consumer this up front, so they can save themselves the hassle and inconvenience.   The representative  keep saying they are in compliance, if you are not telling the consumer this information in detail up front then no you are not in compliance.

You are keeping my $70 then no you are not in compliance.  I didn't give it as a donation, I gave it to pay my bill, for my use.

Regards,

* *****

Consumer Response:

Good Afternoon,

 

This issue has been resolved.  I received all of my money back Friday.

 

Thank you for your help.

 

*** *****

###-###-####*

6/5/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a PayPal prepaid Mater Card on 05/26/2015 for 3.95 at 7eleven. I had the cashier at 7 eleven put 50 dollars on it the card. When I called to activate the card the PayPal agent told me I had to provide my social security number which I told him don't feel comfortable doing. He said I can do it online. I told him it didn't matter. I don't want to disclose that information. I went online to try to activate my card without disclosing my personal information and was having problems. I called Paypal back to assist me and I give them the PayPal card number and they ask me what was my card number and socials. I give them the card number and they said I activated the card and was asking me about my name and socials. I told them I didn't give my socials because I don't disclose that information with everyone. I told them this is to stressful! Just give me my money back. They said they don't know if 7 eleven will give me my money back. I called 7 eleven and they said as long as the card is not activated they can. I went to 7 eleven and they tried to refund me my money. They could not process the refund because Pay Pay woundnt release the authoriation for the transaction to go through. Please help me get my hard earned money back.

Desired Settlement: 53.95

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. *** ******* states that he was not comfortable providing his Social Security Number so he is requesting a full refund.

To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card 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. This information is displayed on the outside of our card packaging. We have complied with *** *******’s request and mailed him a check on June 5th.

NetSpend regrets the inconvenience that *** ******* experienced while trying to activate his card. He has been given my 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,

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

6/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a direct payroll deposit account with netspend for about one year ,due to an error on the part of netspend customer service agents my paycheck was not deposited on my netspend card inspite of numerous efforts to have my paycheck released to me netspend has still not released my funds inspite of several promises to do so. I am not the only person who has had the same problem with this company.

Desired Settlement: I would like to have netspend release to me the funds which even netspend agrees the are holding at this point for almost 40 days

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. *** ****** states that NetSpend has not released her funds to her. She wants the funds released that have been held for forty days.

New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. *** ******’ account triggered a block caused by our Risk Management Department on April 4, 2015. The details that triggered the block are kept internal for security reasons. In order to remove the block, our Risk Management Department requested documents to validate her identity. No documents were received, but *** ****** requested the account to be closed and send her the remaining funds.

We mailed a check for the remaining funds on *** ******’ account on April 9th. That check was returned to us due to invalid information on May 5th. Her address was validated and a second check was mailed to her on May 14th.

NetSpend regrets the inconvenience *** ****** experienced while waiting on her check. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

6/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i was told there will be no hidden fees i was charged $35.95 and have multiple unauthorized charges on my account i was told i would hear from some one no one never called me, finally i received a call from netspend and one of the agents start telling me i was being charged for past months for when i didn't use their pre paid service i was unaware i was obligated to pay for these services and when they were brought to me all wrong these women where very rude and lied to me the whole time told me the number to cooperate was on the back of my card and when i told her the number on the back was the number to her office and she said that no one there was higher than her im just disappointed and don't feel secure with them having my information

Desired Settlement: $35.95

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *********. *** ********* states that there are fees charged to her card and she has unauthorized charges. She wants a callback to assist with the problems.

On May 20, 2015, we contacted *** ********* to discuss the transaction fees and the Fee Advantage Plan. She wants to take advantage of our monthly fee plan. We ensured her that she was now signed up for the plan to waive credit and debit transaction fees for a flat monthly fee of $9.95. We are reviewing her disputed transactions on her two active accounts. We will relay the result to her once the review is complete.

NetSpend regrets the inconvenience *** ********* experienced with the communications on her card fees and disputed items. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

6/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a mistake and had a refund put on a card that I didn't use for the original purchase. They have locked my entire account including money that I already had, and my work direct deposit. I am not able to retrieve my money or pay my bills. I agreed for they to refuse the money back to Target. They refuse. Target has attempted to cancel the refund less than 24 hours later and it can not be done. The company is basically holding all of my money and refuses to let me use it. Even my paycheck. I've agreed to dork with a supervise and it has not happened yet. I've only been transferred to a live that no one answers. This I'd after I've held for over an hour.

Desired Settlement: Please just get my account unlocked so that I can pay my bills

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. Ms. ******* states that a refund to her card caused it to be blocked along with other funds she had deposited to the account. She wants her funds released.

On April 29, 2015 three credits posted to Ms. *******’s account from Target. Our system automatically blocked the account because there was no corresponding debit for those amounts with that specific merchant. Our Risk Management Department requested that the credits be reversed back to the merchant. Target reversed the credits on May 6th and Ms. ******* has complete access to the funds on her account.

NetSpend regrets the inconvenience that Ms. ******* has experienced as a result of the merchant credits. She has been given our 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: I have a lawyer who is in contact with the company. I was charged late fees for my bills, and overdraft fees from your company. I was also made to send my children to a family member because we couldn't pay for where we live. I have spent countless hours on the phone with you all and missed the last 2 days of work because I had to find a place for us to sleep and money. 

Regards,

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

Business Response: Tuesday, May 26, 2015

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******** *******.  Ms. ******* states that she was charged late fees for her bills and overdraft fees.  She has contacted a lawyer due to the hardship she has gone through. 

As we stated in our last response, Ms. *******’s account was automatically blocked because there was no corresponding debit for the credited amounts with that specific merchant on April 29, 2015.  Our Risk Management Department requested that the credits be reversed back to the merchant.  Target reversed the credits on May 6th and Ms. ******* has complete access to the funds on her account. 

She has been given our information should she have any additional questions or concerns.  

Thank you,

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

6/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had an account with netspend wich they closed after 915.00 was taken from my account without notice. Ive asked netspend where my money was, but no one has been helpful. No transaction or clue of were the money went I have been robbed by the very people who is suppose to protect my money. Please Help.

Desired Settlement: DesiredSettlementID: Refund I would like my money back in full in the total of 915.00

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. Mr. ****** states that his NetSpend account was closed after $915.00 was taken without notice. He wants his money refunded in full.

On April 16, 2015 NetSpend received a notice to reverse the loads done the previous day by Mr. ******. We pulled the remaining funds from his account to be returned to the facility where the deposits were made. Our Risk Department closed Mr. ******’ account as a result of the request. We are currently investigating the reasoning behind the request to reverse the funds. We will report our findings directly to Mr. ******.

NetSpend regrets any misunderstanding experienced by Mr. ****** as a result of the reversed loads from his card. 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

Consumer Response: Thank you for help in this matter. Unfortunately the problem has not been resolved. The money that was stolen from me has not been returned. Ive tried to be patient, but I am delinquent in several bills because of this matter and no one at Netspend is giving me answers  or my money back. Please help


***** * ******
?

Business Response: Tuesday, May 26, 2015

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** ******.  Mr. ****** states that his money has not been refunded.  He wants his money returned. 

On May 12, 2015, our investigation was complete and the cash loads were credited to Mr. ******’ account.  Since his lawyer has contacted our Legal Department, further information will need to be provided by them.  

NetSpend regrets any inconvenience Mr. ****** experienced with his loads to his card. 

Thank you,

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

6/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a fraudulent charge of 127.00 (FRAUD CHARGE *** ****** ***** **** ******** ********) that has been pending since May 20, 2015. My account has been compromised. This is not my fault. This is not fair. Charges I do not understand. I am consistent with my deposits. I work very hard. I contacted NetSpend May 21, 2015 regarding these charges.

Desired Settlement: Please clear the fraudulent charges and refund the money back to the account. Please let me know. Thank you so much.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. *** ******** states that he has a fraudulent charge on his account. He wants the charge cleared and his money refunded.

On May 20, 2015, ******* **** charged *** ********’ card $127.00. One minute later they charged the card a second time for the same amount. The merchant collected on the second charge. We released the first charge back to *** ********’ card balance on May 27th.

NetSpend regrets the inconvenience that *** ******** experienced while waiting on his pending charge to be released. We have provided him 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,

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

6/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rec'd a letter from Netspend requesting me to deposit a check in the amount of $3735.50 in order to purchase 6 My Personal Vanilla debit cards in the amount of $500 each totalling $3000 without the fees. I had to purchase 2 at each store if they had it. Those stores are: ******* ******* ****** ******* * ******* ********** *** ***. The letter said I had to call ###-###-#### and pick option 1. The recording says it is "****** *******" option 1 says "Personal Assistant for Training Asst" and to leave my name after the beep to be transferred. A man with an Indian accent answers tells me to deposit the check and call back when it has cleared so I can take the funds ($3000) to purchase these debit cards. The letter states that I get to keep $700 for my work. It also has some questions I have to answer regarding the purchase of the cards. I drive for several hours and finally get all 6 debit cards requested. I have to call him each time I get the cards and give him the acct #'s, exp date and security code off each card. When I have collected all I am to mail the cards with the receipts to the PO Box on the letter with an ID # to Austin. The check was deposited on 4/16/2015 and returned unpaid on 4/20/15. The deposit was made on my son's college checking account. He is now out of the money with the bank. I contacted the man at that number and was told that accounting was going to replace the check with a money order in the amount of $4735.50 for the inconvenience that was appx 4/24/15. He told me I would get the money the following Friday. It did not come and when I called he said it was sent out that Friday and I should get it by Monday or Tues of last week. It never came. Today I called and he told me he contacted accounting and that is all he can do and hung up on me. I need for Netspend to reimburse me for the money owed my son. I had to ask my son to deposit the check for me because our car was on the fritz and could not get to my Credit Union to deposit the check. He is now in the red because of them. I checked into this company before doing this and was not able to find any scams on it, so that is why I did it. I need to recover the money they owe. I also will hire an attorney if need be. Aso, the $12 return fee from bank making it $3747.50

Desired Settlement: Reimbursement in the amount of $3747.50 owed to my son's college account. Includes $12 return fee from bank.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Ms. ***** states that she received a scam letter and wants NetSpend to replace the money that she spent on its instructions.

On May 19, 2015, we attempted to call Ms. ***** about the letter she received. We informed her in an email that NetSpend did not send her a letter asking her to purchase a competitor’s card and put money on it. We recommended that she inform the police of this theft. Ms. ***** is not a NetSpend cardholder and we would have no reason to send her correspondence.

NetSpend regrets the inconvenience Ms. ***** experienced with the letter she received. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

6/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Netspend on 5/10/15 and asked what would I need to do in order to have my name changed on my account. The representative advised me to send in my divorce decree or name change document from the court and my legal identification and within 6 hours my name would be change text alert saying that "the hold has been lifted," then tried to use my card and it was declined. I called Netspend back and was told there was a hold on my account due to my having a negative balance on a previous account. I was told an email would be sent to the risk management team for the payment to be taken for the previous balance and the hold would be lifted off may account. It is now the next day at 3:50pm CST and the hold has not been removed and I have no access to my account. the previous balance I owed was $84.67 and my balance on my account is $600.00. I also have another pending deposit that is on hold that they will be sending back to my employer today at 5:00pm CST. I have called several times and everyone keep telling me the block will be removed in the next 4 business hours and that has not been done. They have also left me on hold for over 45 minutes as well as transferred me back to the automated service. I am now looking at my bills being paid late and possible disconnection.

Desired Settlement: I would like for the amount that I am being told I owe for a previous account to be paid and I would like my money made available to me in my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. Ms. ******* states that her account was blocked as a result of her calling to change the name. She wants to pay the outstanding amount and to have her money released to her on the account.

On May 10, 2015, Ms. ******* called to change the name on her account. The agent performed an information verification check on the new name and the system automatically blocked the account due to an outstanding balance on a previous account in her name. The funds were recovered on May 12th and the block on Ms. *******’s account was removed. That same day she gained access to the remaining funds on the account.

NetSpend regrets the inconvenience Ms. ******* experienced with the blocked account. She has been given my contact information should she have any additional questions or concerns.


Thank you,

***** ** ******** ********* ******** ******** ****
NetSpend A TSYS Company

6/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 3rd, 2015 I called in to dispute a transaction of 185.22 on my account that I did not authorize and when I was talking to the rep he informed me that I needed to send in a form with my hand written signature on it and I f informed the rep that I did not have a way to fax in the form with my written signature on it and he continues to talk over me like he either didn't care. When I asked to speak to a supervisor he told me that they weren't going to be able to do anything to help as well and I think that is very rude to not even tray and get me to a supervisor. I have been working in retail for 12 years and I am a supervisor myself at my job and If I ever did anything like that to a customer and not tried to help I could find myself in a lot of trouble or even out of a job so I am wanting some results to come out of this seeing that is is now May 11th, 2015 almost 60 days later.

Desired Settlement: I would love to have the money refunded back to my account i think it is absolutely ridiculous to have someone waiting 60 days with no communication or anything from NetSpend and if I have to go further with this I have no problem going to my lawyer with this because I feel I have been treated unfairly in this situation wanting a refund of my 185.22

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. *** ****** states that he is unhappy with the amount of time he has waited for the resolution of his dispute. He wants to have his money refunded.

On April 3, 2015, *** ****** reported his card as compromised. He disputed the transaction with Google Wallet for $185.22. We updated his disputes claim in ten business days, April 17th. No provisional credit was issued because we did not receive a letter of disputes. The disputes claim was closed on May 17th. The merchant provided information to validate the charge and no money was recovered to refund to *** ******.

NetSpend regrets the disputes claim decision was not in *** ******’s favor. He has been given my contact information if he has any questions or concerns.


Thank you,

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

6/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a NetSpend card on April 9,2015 . On the way home I attempted to activate the card until they asked me for my socialsecuritynumber and I asked them could they send my money back. NetSpend customer service said yes it would take 20 business days . They sent me a check in 7 days but my name was spelled wrong . They had ****** ***** on that check but my name is ****** ***** I had a hard time trying to cash it . So when I got home I called NetSpend and had that check canceled and I spelled my name for the man I spoke to . It's beyond 20 days so I have been calling NetSpend asking to speak to their Supervisor but it's always some excuse . Am contacting you all for help on this matter . One of the people I spoke to today says their technical difficulties with my check and they need to update it . I feel they have me running in circles for no reason.

Desired Settlement: I want my money , please . NetSpend has false advertising on that card . It says pay bills on line but when I asked they said just in store purchases . I would like to take the time to thank you for reading this .

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. *** ***** states that she received a check with her name misspelled and she could not cash it. She wants her money sent to her.

On April 9, 2015, we mailed a check to *** *****. We apologize that the name on that check was misspelled. Our accounting group voided the old check and we are reissuing a check under the correct name. It will be mailed to her on May 22nd.

NetSpend regrets the inconvenience *** ***** experienced with the refund check. She has been given my contact information should she has any questions or concerns.


Thank you,

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

6/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 8,2015 I sent a payment of $1,259.00 to *** ***** using my Netspend Card. *** never received my payment. Netspend insists that the payment was made. *** insists that they never received my payment. Neither of them will take any responsibility. Both *** and Netspend have gaffed off my numerous emails and phonecalls.

Desired Settlement: I would like Netspend to release my payment to *** and have my product shipped.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. *** ******* states that his payment to the merchant was not received. He wants his money released.

On May 8, 2015, *** ******* used his card with *** *****. They charged his card $1259.00. Those funds were reserved in a pending status waiting for the merchant to collect. When he sent us a secure website message on May 21st, we informed him the transaction was still pending. In order to release the pending funds back to *** *******’s card balance we require a letter on the merchant’s letterhead stating they will not be collecting on the money in reserve. We received the document and released the pending charge on May 29th.

NetSpend regrets the inconvenience that *** ******* experienced while waiting on his pending charge to be released. We have provided him 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. It appears that NetSpend
 was at fault in this transaction. 

Regards,

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

6/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their representatives refused to help me receive my paycheck from a lost debit card to a temp card. My payroll department had to get involved after 3 days of attempting to get my money.

Desired Settlement: A pain and suffering check from them in the amount of $700.00 which was the same amount of my pay check. Bills were late being paid, my rent was late and I missed opportunities to purchase items that were on sale and the sale ended. Every rep I spoke with refused to help me receive my paycheck, they wouldnt let me speak to a supervisor and they put a block on my temp card and refused to remove it inspite of them receiving all required info they needed from me. My work supervisor tried to speak with them and he got the same treatment for about 2 hours. Finally my payroll department had to get involved. Upon being hired at my job, we were encouraged to use this company to receive our paychecks.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. *** ***** states that her payroll department had to get involved after three days of her trying to get her money. She wants compensation in the amount of $700.00 for pain and suffering.

On May 6, 2015, *** *****’s payroll was presented for posting to a new account that had been set up four days prior. Because she had not received the personalized card yet for this account, we temporarily blocked the deposit until we could ensure this was actually *** *****’s intentions. Since she had been receiving her deposits to another account for sixteen months, the sudden switch raised some concerns. The next day after her deposit arrived to the new account, we attached a temporary card so she could access her funds.

NetSpend regrets the inconvenience *** ***** experienced while waiting to gain access her funds. 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

6/2/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered my card to arrive in early March 2015, on the 17th. It is current may 9th and I jave yet to receive it. I called twice and both times the person I spoke to confirmed my address but inputted it wrongly. therefore I have waited for two months, I call again and I am charged for a new card and expedited shipping. I ask why and the repesentative doesn't explain anything to me. I ask to speak to a supervisor and the rep. Says that his manager just left a meeting and then just went into a meeting. Continually I jave gotten horrible service from this company. I want to be compensated for the charges that were there fault and my time wasted.

Desired Settlement: I want a refund for the charges I paid to correct my horrible service.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. *** ******* states that she ordered her card in March 2015 and has waited two months to receive it.

On March 4, 2015 we mailed a card to the address *** ******* provided when she processed her tax return through Turbo Tax. She reported not receiving the card on April 24th. We updated the address and ordered her a replacement card. She did not receive that replacement card so we rushed a card to her on May 9th. She activated the third card on May 12th for use. We refunded the fees for ordering the card and rushing it out to her.

NetSpend regrets the inconvenience *** ******* experienced while waiting for a card to be delivered. 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

6/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a prepaid debit master card with Brinks money card. i have My social security check and my pension put on this card at the beginning of the month. I get deposits on the first and the third and on Monday it stopped working. I called them on Tuesday and they told me that my card isn't any good any more. I told them what happened to the $1000 I still have in my account. I moved in November of 2014 and I gave them my new address when I moved. I called the social security office and they confirmed they had sent it to Brink's money card. I told the social security office to send my check to my home and I will open a new account.

Desired Settlement: I would like Brink's money card to refund me $1000, the balance of my current account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. *** ********* states that his deposit was put on Brinks Money Card managed by NetSpend. He wants a refund of $1000 placed on his card.

On May 15, 2015 we contacted *** ********* about the deposits on his Brinks Card. He received the account history that we faxed to him on May11th. He expected a deposit from the Social Security Administration (SSA) on April 1st, but it was not on the statement. NetSpend never received a deposit from SSA US Treasury to *** *********’ card. The pre-note from SSA did not come to the account until April 14th. The sender of the Automated Clearing House (ACH) deposits will use the pre-note to confirm an active account before sending the actual deposit. The first deposit received from SSA was posted to his account on April 28th. We confirmed this information with him during the call.

NetSpend regrets any inconvenience *** ********* experienced while waiting on his ACH deposit. Should he have any additional questions or concerns, he can reach us at ###-###-####.


Thank you,

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

5/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/7 I was charged for a vehicle payment to everybody drives. I was charged twice for the one payment. I have spoken with Netspand, and was instructed to call the merchant. I contacted the merchant. The merchant has in good faith done everything they could to rid the second charge, however Netspend has refused to return my money. I have called numerous times for 3 days contacting both the merchant, their card processing, as well as Netspend. They have not returned the money to my account. Their customer support is terrible and I feel like they are stealing my money.

Desired Settlement: I want the money back that was wrongfully taken from my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *********** ******. Mr. ****** states that he was double charged for a vehicle payment. He wants the extra money taken refunded to his account.

On May 7, 2015, Everybody Drives Auto charged Mr. ******’s card two times for the same amount within two minutes. Both charges remained pending waiting for the merchant to collect. That company did not indicate which one of the charges was the duplicate so we waited for them to collect on the valid charge. They collected on the second transaction on May 9th. We released the first charge back to Mr. ******’s card balance later that morning.

NetSpend regrets the inconvenience Mr. ****** experienced while waiting for the duplicate charge to be released. 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

5/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to know how they got my minor child's home address and information that he received a prepaid VISA card from their company - he's only 12 years old!!!!! All I'm getting is a huge run-around when I try to call to cancel the card as well as no answers as to HOW they got his information! they refuse to divulge where they got his info from and wouldn't cancel the card

Desired Settlement: I would like to know how they got my minor child's home address and information that he received a prepaid VISA card from their company - he's only 12 years old!!!!! All I'm getting is a huge run-around when I try to call to cancel the card as well as no answers as to HOW they got his information! they refuse to divulge where they got his info from and wouldn't cancel the card

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ***. *** *** mentions a card offer sent to a minor child. He wants to know how we got the minor’s address to send the card.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. During activation, NetSpend verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the card offer activation, we collect social security number and date of birth to verify identity only. We do not know the age of the recipient until activation.

We sent communications to *** *** to obtain the necessary information to locate the card offer he is referencing. Once he gives us that data we will be able to assist with his requests.

NetSpend regrets the inconvenience *** *** experienced due to the card offer sent to his child. 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

5/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On more than 6 occasions I have contacted Netspend and spoke to a supervisor and was told i would receive a call back or that the situation would be handled within 48 hours. I have now been waiting for over 30 days to receive my referral bonus. I followed all instructions and so did the individual that I referred. I have all records that show my friends card was loaded and funded properly. NETspend refuses to give the referral bonuses that are due. I believe Netspend is not practicing what they have quoted.

Desired Settlement: I want my account ******* **** & ****** ******** account loaded with the $20.00 per account that is due

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Mr. **** states that he has referred a friend and has not received the bonus as promised. He wants the bonus to be credited to both accounts.

On May 14, 2015 we called Mr. **** and left a message. We sent him an email about the Refer-A-Friend bonus. After review of the accounts the credit was issued to him and his friend. We regret any inconvenience that Mr. **** experienced with our Refer-A-Friend program. 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

5/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have just gotten a PayPal Prepaid MasterCard in the mail and activated it. When I tried to login with my account it said there was an error with the account and to call their support number. So I did. Their rep said I needed to call PayPal.com customer support. So I did. They transferred me to PayPal PrePaid MasterCard support and he reset my account several times and before we got off the phone asked me to try to register once more in about 30 minutes and that if it didn't work then to call back. So I did, and it didn't work and I called back. The lady I get next tells me I have to register a new account because their is already a card on the old one, and there isn't. I tried to tell her this but she wouldn't listen/didn't understand. I also do not have another email address that I could use to create a new account, nor do I want to create a new account. I just want the current card registered/linked with my new card. FYI, I had a PayPal PrePaid MasterCard back in 2013 that I got rid of about a year ago and I am wanting to get another but use my old account.

Desired Settlement: Get my card registered with my account so I can login like normal.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. Mr. **** states that an error occurs when he tries to access his PayPal account online with his new PayPal Prepaid MasterCard. He wants to logon as he normally did with his old card.

On May 15, 2015 we contacted Mr. **** to give an option for his new PayPal Prepaid MasterCard. The older account that Mr. **** has from 2013 remains linked to his PayPal account. The fastest way for him to use the new PayPal Prepaid MasterCard would be to link it to a new PayPal account. He did not want to exercise that option. We honored his request to close the new card.

NetSpend regrets the inconvenience Mr. **** experienced the new PayPal Prepaid MasterCard. 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

5/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a refund for a vacation placed on my card. Because it was a different card then used to make purchase, my funds were held. Netspend was able to take my overdraft and monthly fee out of the refund but it was on hold to me. I canceled my vacation to repair my car. I've been waiting three days and now my payroll is going to post to a blocked card. I was given no notice of the hold. I was told to mail in my refund receipt by email. I did. Following day told I needed the original receipt. Emailed it in. Was told 6 business hrs then 2 days then 6 hrs again. I've had no resolution to my problem and still can't access my own money.

Desired Settlement: I want access to my money that's being held

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ********. Ms. ******** states that a refund to her card caused it to be blocked. She wants her funds released.

On May 15, 2015 a credit posted to Ms. ********’s account from Darien Lake Lodge. Our system automatically blocked the account because there was no corresponding debit for that amount with that specific merchant. Our Risk Management Department requested that the credits be reversed back to the merchant or she could send us copies of the original purchase receipts. We received acceptable documents to remove the block three days later on May 18th.

NetSpend regrets the inconvenience that Ms. ******** has experienced as a result of the merchant credits. 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,

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

5/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In December of 2014 I purchased a $50.00 Pre-Paid VISA gift card at Wawa that was issued by NetSpend. I paid cash for the card and was given the card. The card was a gift and the person that we gifted it to said that they were unable to use the card. When they called to have the card activated they were asking for the user's social security number. Hesitant to give a total stranger their social security number for a PREPAID card the card was returned to me. I also tried to activate the card by calling the phone number provided and one of the first pieces of information I was asked for was my social security number. I asked why they needed my social security number and all they could tell me is that it is required to activate the card. I also refused for security reasons to give my social security number to a stranger for a card that I have already paid for. I have purchased many pre paid gift cards and was never required to provide a social security number to activate. On the visible packaging when purchasing the card, nowhere is it indicated that a social security number would be needed to activate this card. It just said CLEAR, EASY TO USE and SIMPLE. However, once you open up the packaging there are pages of disclaimers and instructions which indicate that one of the steps to activate the card was to provide a Tax ID or social security number. Again this information was not visible in the packaging when I purchased the card and had I not been misled I would never purchased the card. I now have paid $50.00 for a card that cannot be activated. I refuse to provide a total stranger with my social security number for a pre-paid VISA card that I have already paid for.

Desired Settlement: I want my card activated or my money back.

Business Response: Friday, April 24, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ****.  Ms. **** states that she was unable to activate a Prepaid VISA Gift Card issued by NetSpend.  She wants the card activated or her money back. 

NetSpend does not sell gift cards.  We sell Prepaid Debit Cards for general purpose use.  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 prepaid debit 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 reached out to Ms. **** to obtain additional details about the card in her possession.  Once she provides that information we will be able to assist her with the activation or the return of her funds. 

NetSpend regrets the inconvenience that Ms. **** experienced while trying to activate her card.  She has been given my contact information should she have any further questions or concerns.

Thank you,

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

Business Response: Tuesday, May 26, 2015

To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ***** ****.  Ms. **** states that she sent information about the card and she is waiting for our response.  On May 26, 2015, we spoke with Ms. **** concerning the card she references in the complaint. The card is under a different name than her information.  She confirmed that name and address with us.  We updated the correct address so we could send the check for the account balance to the name on the account.  The check will be mailed on May 29th. 

NetSpend appreciates the assistance Ms. **** has given so we could send the funds to the individual listed on the account. 

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,

***** ****

5/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a prepaid card and loaded 70.00. I called to activate the card and was told that I had a previous account with a negative balance of 90 some odd number. I told them I did not have a previous card and I asked how can you have a negative balance on a prepaid card. She then told me that they could fix it and my card would be available for use is 4 to 6 hours .After the time went by the card still was not available for use. Then I called back and I was told it would be fix in a few minutes. An hour passed and I got a text message saying the 70 was taken off my card and my balance was 0. I called back and asked about Thebes the text message and they told me they could not activate my card due to a previous account with a negative balance. I told them again I ones nothing about this account. I asked to speak to the supervisor. I was on hold for an hour and a half then the phone hung up on me. I called back and was told the same thing from the last call but this time I was told I had to pay the previous balance on the old account that I know nothing about and that I just lost 70.00 because it will not be forwarded to that old account that I supposedly had. I asked to speak with the supervisor again and was hung up on after I was told to hold on. I just want my 70.00 back.

Desired Settlement: I just want my 70.00 back.

Business Response: Tuesday, May 26, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******.  Ms. ******* states that her card was blocked due to a negative balance left on an old account.  She wants her money back because she does not know about the old account.   

On May 26, 2015, we contact Ms. ******* about her recent card.  We explained that the other account matched her information and was left with a negative balance for more than 180 days.  She told us that she had no knowledge of the older account.  We resolved her issue and a check will be mailed to her on May 29th.  She is no longer eligible for NetSpend Services. 

If Ms. ******* has any additional questions or concerns, she 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,

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

5/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint against NETSPEND CORPORATION because they failed to honor the $40 award to my account as agreed on their webpage and in my documentation. According to the rules I was to activate my netspend card, then deposit $40 or more, then have the person who referred me go on line and logon and click on the refer a friend link. As instructed I recieved my card 4/8/15, there was some issues because they sent me three different cards and the one i activated was not at first linked to my account so I had to contact customer service and get that corrected. At that time I confirmed with the customer service representative about the process in getting the referral reward and she confirmed the above information. This was on 4/14/15 then on 4/15/15 a credit for $385 was electronically deposited. ****** ***** and I contacted customer service on 4/15/15 and was walked through how to go online to recieve the reward. So he went online and put in flash id #********** for the referral and I did the same on my end. Two weeks later and we still did not show a credit but we both recieved email confirmations, so I contacted customer service. The man who I spoke with stated our reward was pending and we should recieve it the 1st or 2nd week of May. Because its 5/11/15 and I still havent receieved anything I called customer service back and the representative said well I dont show you qualify. I said well how is that because we followed all the instructions we were given and what was posted on your website, not to mention your customer service representative helped us setting it up. So after getting transferred 5 times and hung up on the 6th time I asked for a supervisor and he said we would not get the reward but kept changing his reasons why. I explained we followed the rules it showed on my handout and online. I was so upset and still upset that these companies can create these bait and switch deals to reel customers in but then dont hold up their end of the deal. Netspend needs to uphold their end and honor their commitment to the client.

Desired Settlement: i want my $40 award as advertised by them. And i want an apology.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ****. *** **** states that she did not receive the Refer-A-Friend bonus as advertised on the website. She wants to receive the bonus.

On May 18, 2015, we contacted *** **** about the Refer-A-Friend Program. After review of the accounts, the credit was issued to *** **** and her friend. We regret any inconvenience that she experienced with our Refer-A-Friend program. *** **** 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, **** ****

5/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had my refund put on the card they sent the card to the wrong address i called ordered a new card they sent but never let ne activate point they let someone activate and spend my money once they verified sent me a letter saying i won now they won't return my money they keep saying they sent it to irs the irs assured me this us not true that they would not send it to them unless it was a problem which it wasn't the refund was accepted by netspend the IRS told me netspend has my money they already paid me help me i just want my money

Business Response:

Tuesday, May 26, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ********.  Ms. ******** states that her card was sent to a wrong address.  Now, NetSpend will not give her the money she won in a disputes claim.  She wants the money that is being returned to the IRS. 

On January 1, 2015, a person identifying themselves as Ms. ******** called to update the account information and have a card mailed to the new address.  That card was used to spend the tax refund that was deposited to Ms. ********’s account on January 27th.  She called two days later to inform us that she did not get the card and to dispute the charges done with that card.  The disputes claim was paid out in full on March 13th.  Because the documents we received could not validate Ms. ********’s identity, NetSpend Risk Department and IRS reviewed the deposited funds.  IRS requested that the funds be returned to them.  We confirmed that the IRS received the funds as of May 22nd.  They gave us a lead number that we conveyed to Ms. ********. 

NetSpend regrets the inconvenience that Ms. ******** experienced with the unauthorized use of her card.  We have provided her our 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:

Regards,

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

5/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 1, 2015 I made a DEBIT purchase at Jared Vault in ***** ******* ** for 800.00. It was a deposit for a layaway. I have since wanted to cancel that layaway. Every time I try to cancel that layaway the process is declined. According to an email, I received in my inbox from paypal dated 5/12/15 (PayPal prepaid) the reason being is because Jared Vault is processing the transaction as a debit. I was told that Jared Vault needs to process the refund as a CREDIT in order for me to be able to receive the money back on my card. The problem is that Jared Vault will not process the transaction as a CREDIT because the original transaction was a DEBIT and it is their company policy not to change it. I have called in numerous times and received no help. Yesterday I called four times and was blindly transferred to other departments and constantly hung up on. Even after requesting to speak to management I was not able to receive any help. I have never been a part of anything like this. It is my money and I would like it back on my card.

Desired Settlement: I just would like to have the money put back on the card.

Business Response:

Friday, May 22, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ****.  *** **** states that he did not receive a credit from a merchant.  He wants the money returned to his card. 

On February 1, 2015, Jared Vault charged *** ****’s card $800.00.  He called us about the expected refund that never posted to his account.  *** **** disputed the charge on May 15th.  We will update his claim in ten business days, May 29th. 

NetSpend regrets the inconvenience *** **** experienced while waiting on a refund from a merchant.  We will do everything we can to assist him in getting his money returned.  He has been given our contact information should he have any 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,

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

5/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: After waiting over 30 days for a card for tax refund to be loaded on, I received an email stating that card was reported stolen and that card was returned. Plus there was no mention of hidden fees of $93.69.

Desired Settlement: To have immediate access of funds

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. *** ******* states that he waited 30 days for his card and he got an email that it was reported stolen. He wants immediate access to his funds.

On April 15, 2015, *** ******* ordered a NetSpend card when he filed his taxes through Turbo Tax. A card was mailed to the address he provided. That card was returned to us as undeliverable on May 12th. We blocked it as lost and stolen so it could not be used. The next day *** ******* contacted us and corrected the zip code for the address. We rushed another card to him and he gained access to his funds on May 15th. We emailed *** ******* about the $93.69 fee. We show no fee for that amount on the account.

NetSpend regrets the inconvenience *** ******* experienced while waiting on his card to be delivered. He has been given my 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,

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

5/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to an ATM this weekend and attempted two cash withdrawls. However, the ATM "declined the transaction", of which I have those receipts. I then went to another ATM, thinking perhaps this one was out of order. I got a cash withdrawl of $300 just fine. But I noticed on that receipt my balance was really low so when I got home I checked on line. My bank had deducted BOTH OF THOSE FAILED TRANSACTIONS FROM MY BALANCE! I immediately notified them by calling and sending an email. They basically told me that they could do nothing and I would have to file a dispute. We are talking about $500, plus fees. They are telling me that this could take 10 days. I ask you who is "holding" my money for those ten days? Certainly once that ATM batches out yesterday, it would be clear I did not get those funds. So does that mean Netspend gets to use my money for ten days?

Desired Settlement: Netspend needs to send me an explanation and an apology as to why they did not refund my money immediately. They need to stop this practice. This is not the first time I have experienced an issue like this with this bank. They should give your account the refund as soon as the merchant send them the money, or in this case verifies that no cash was rec'd.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *** *******. Ms. ******* states that she disputed two ATM transactions because the funds were not dispensed. She wants the money immediately credited to her account.

On April 26, 2015 Ms. ******* disputed two ATM transactions as non-dispensed funds. We informed her that we would issue her an update on the claim within ten business days, May 8th. On April 28th the provisional credit was issued to her account for the disputed amount while we continue the investigation. The domestic disputes can take up to 45 days to finalize. As long as an error is found on the merchant’s end, there will be no further action required at the close of the disputes claim.

NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. *******’s patience while we attempt to retrieve her funds from the merchant. Should she have any additional questions she can reach us at the toll free number, ***************

Thank you,

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

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

I am rejecting this response because:

I want an explanation of what and why this happened.  I had the money in the account, so why did it decline my transaction?  Secondly I want to know where the error occurred.  Was it on the Net Spend end that the funds were debited from my account even though the funds were not dispensed or was it an error at the Chase ATM?

Regards,

*** *******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by *** *******. Ms. ******* states that she wants an explanation of what happened.

As stated in our previous response, the disputes claim process can take up to 45 days. The final date will be June 10, 2015. Ms. ******** has been issued a provisional credit for the disputed items while the process completes. The ATM transactions were processed on April 26th and the funds were sent electronically to the ATM owner within seconds. Ms. ******** called to inform us that the ATM did not dispense the cash to her. No error shows on NetSpend side of the transactions. The disputes process will prompt the Chase Bank to examine their side of those transactions for an error in the dispensing of the cash to Ms. ********.

We understand the disputes process can be a lengthy one. We appreciate Ms. *******’s patience while we attempt to retrieve her funds from the merchant. She has been given my contact information should she have any additional questions or concerns.


Thank you,

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

5/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Good afternoon ** ******** goes I had an account with netspend since 2009. In February my card was lost or stolen. I reported this to customer service on 2\11\15 I was given a claim number **********. I also filed a police report with report with the ******* police dept case #*********** spoke with detective **** **** his contact info is ************. There was four unauthorized transactions taken from my card. 1.a trans at 7-11 in the amt of 30.00 on 2\13 2. Two transactions in the amount of 1003.00 per item on 2\13 3. Last item was in the amount of 109.92 on 2\13 All items took place approximately 9a-9:15a. I also spoke with **** with Walmarts loss prevention department at ************* Both the police department and walmarts loss prevention has advised a black male made these transactions. I have reached out to netspend several times spoken to netspend rep ******** at ************ several times and she's advising I cannot get money refunded nor can she provide documentation they have because they are advising that can't give money back they have evidence it was me making transaction. Can you Please assist Thanks ******** **** ******* ********** ******* *** ********* ** ****** ***** ***** I am requesting my money back or proof on why they can't refund my funds Thanks

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ****. Ms. **** states that she reported her card lost or stolen and, it was used for unauthorized transactions. She wants her money back or proof why it cannot be refunded.

On February 13, 2015 Ms. **** disputed four transactions that occurred earlier in the day. Her disputes claim was closed on March 1st as no error found on the transactions disputed. A closure letter concluding her disputes claim was mailed to her address. We are sending further documentation concerning our decision on her disputes claim. At this time Our Risk Department has closed her account with NetSpend after determining risk associated with her account.

We understand that the disputes decision was not in Ms. ****’ favor and was not her desired outcome. 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
Tell us why here...

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

I am rejecting this response because:

Regards,

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

I'm not disputing they didn't get back with me they did however what I'm requesting is ..1.not just your generic letter we apologize we have found evidence...what's your evidence?Because I see that on your reviews you provide that to all customers.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ****. Ms. **** states that she reported her card lost or stolen and, it was used for unauthorized transactions. She wants her money back or proof why it cannot be refunded.

On February 13, 2015 Ms. **** disputed four transactions that occurred earlier in the day. Her disputes claim was closed on March 1st as no error found on the transactions disputed. A closure letter concluding her disputes claim was mailed to her address. We are sending further documentation concerning our decision on her disputes claim. At this time Our Risk Department has closed her account with NetSpend after determining risk associated with her account.

We understand that the disputes decision was not in Ms. ****’ favor and was not her desired outcome. 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

5/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have used netspend for the last 5 years having my tax return deposited there. This year when I finally got it they sent it back to the IRS and blocked my account wanting identity verification which was sent and processed. They then allowed my ex husband to report my account compromised and further blocked my account so I could not access the funds. They are holding $9259 of my money hostage. When those issues were resolved I again tried to use my account and was given a 43 error on 4/9/2015. When I called them they informed me that their network was down and they were working on getting it back up and running. I am not sure how this happens. It is now 4/11/2015 and I cannot get threw to customer service. I call and wait and eventually get disconnected. On 4/10/2015 I called and told them I need to pay my rent. A tie rod broke on our truck and cannot get to work without it and I have other bills that need to be paid also. We are completely crippled by this and have no money and soon no home and no job because we cant pay our bills or fix the vehicle. They said they could send me western union or money gram and I would be texted a MTN. Never got it and its been almsot 24 hours and still cannot get threw to customer service.

Desired Settlement: I want my money. I need to pay my bills.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that her tax refund is being held by NetSpend and she wants it released.

On April 16, 2015 we informed Ms. ****** that we have not received a deposit from the IRS in her name. We gave her information to contact the IRS at www.irs.gov. She can fill out the Form 3911 so they can research her missing tax refund.

NetSpend regrets the inconvenience that Ms. ****** experienced while waiting on her deposit. She has been given our contact information should she have any additional question or concerns.


Thank you,

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

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

I am rejecting this response because: I was contacted by Mr. ***** ******** to try to resolve the issue with my tax return. After multiple conversations it has gotten no where. They have closed my account on April 17th 2015 and seem to think I will eventually go away. I sent them a letter of research from the sender of the money and they are now trying to say that it matches the trace number for my state return. I got the trace number for that and they do not match. This is just absurd. I want my money.

Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. Ms. ****** states that she has gotten nowhere with the conversations and letter she has sent to NetSpend. She wants her money.

As we stated in our last response, Ms. ****** will have to research the tax refund with the IRS. NetSpend has not received a deposit matching the trace number and dollar amount she sent in the letter. Our conversation with the company indicated in the letter could not validate the content of the document. We have informed her verbally and in writing of her account status. She has been given our contact information should she have any additional question or concerns.


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

5/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A transaction was stolen from my account by ATM card in England last year and the company says they will not refund my moeny because too much time has past. They delayed the dispute ten days and then denied it arbitrarily because they "didn't have my signature." Who do they suppose I was making this claim? I don't know. However, it was an overseas theft and they should refund it. Most decent banks will call you if you start to have transactions on a different continent going through. **** ** ***** $286.52 was taken from my account by an ATM in England. I have never been to England and certainly have not sent or given a card to anyone there or elsewhere. My account number was **********. The claim number from when I sent this in WITHOUT my signature was *******.

Desired Settlement: Please refund the money stolen from my account. Your administrative boondoggles that you create are not valid reasons to deny my claim.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *****. Mr. ***** states that his disputes claim from 2014 was closed because we did not have his signature. He wants his stolen money refunded.

On December 26, 2014 we closed Mr. *****’s disputes claim as no error found. We requested a written statement from him explaining why he was disputing the transaction but it was not received. On May 13, 2015 we reopened his claim and issued a payout. Unfortunately he has not responded to our calls. We informed him of the new review results by email. When he returns our correspondence we will assist with the retrieval of his funds.

NetSpend regrets any inconvenience Mr. ***** has experienced while waiting for his disputes claim to settle. 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

5/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The worst scam! I was given a pre-paid card from someone else for $250 from this company. A few months later when I tried to use it, Netspend said it was already expired. They never told the purchaser this would happen so quickly. Nor did it say that anywhere on the card or the package. They said they would issue me a check for $165, but the rest was gone for maitenance fees. (Suprise - we took your money!!!) I can't wait to see if the check even shows up. This company needs to refund me the difference since it was not clearly disclosed that there are hidden fees in a short period of time. The packaging on the card actually says "Clear, no hiiden fees, no suprises." This is a lie.

Desired Settlement: I want the difference that is due refunded to me in the form of a check ($85) and I want them to make it clear on their packaging that funds must be used within 3 months of loading the card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *********. Ms. ********* states that she was unable to use the NetSpend card because it expired. She wants the maintenance fees refunded to her.

On May 13, 2015 we attempted to reach Ms. ********* by telephone and email. No account was located matching her name, address, email and telephone number. When she contacts us, we will be able to give her any information we have concerning her card and the maintenance fees charged on her balance. Ms. ********* has been given our contact information should she have any additional questions or concerns.


Thank you,

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

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My card was blocked due to verifying my Idenity. I have sent in numerous documents verifying my Idenity to NETSPEND and I already verified at my local irs. They are still holding my tax refund. I've faxed and email documents and don't know what else to do. My car is in the shop and I can't get it out without my money that I worked all year long for. I've offered to go in person but they don't even have a office. I'm already evicted what else is it going to take. I've sent documents 4 times and was told my card would be unblocked in 6 hours. Every time I call in I get a diffrent excuse. These people are making my life miserable.

Desired Settlement: Un block my card

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Ms. ******* states that her card was blocked for verifications purpsoses. She wants her card unblocked.

New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. Ms. *******’ account triggered a block caused by our Risk Management Department on April 25, 2015. The details that triggered the block are kept internal for security reasons. In order to remove the block, our Risk Management Department requested documents to validate her identity. When we receive acceptable documents we will review and lift the block.

NetSpend regrets any inconvenience Ms. ******* experienced while trying to use her card. She has been given our contact information should she have any additional question or concerns.


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

5/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called NetSpend in reference to an email I received from NetSpend concerning a dispute I filed. After being on hold for 23 minutes, a customer service agent told me she was unable to refund the amount that the email said would be refunded. When asked why I she got very rude, and I in turn got rude back. She then told me that since I was talking to her rudely, she would suspend my card. I told, then yelled then hollered repeatedly not to suspend my account. She hung up on me and I received a text message saying that my card was reported lost and/or stolen. I immediately called NetSpend back and was once again on hold for 20+ minutes, only to be told that there was not a supervisor to speak to me and that my card suspension was irreversible.

Desired Settlement: I would like to have the money that was on my card refunded and the fees that I received from the bills that were scheduled to come out on the automatic payment for today to be also refunded.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ****. Ms. **** states that her card was blocked after she instructed the agent not to. She wants the money from her card refunded.

On May 12, 2015 we spoke with Ms. **** about the blocked card. During the call on May 6th, the card was thought to be used for an unauthorized charge so it was blocked. On that same day, Ms. **** was able to get a new card attached to the account at a NetSpend distributor and she gained access to her funds. We also rushed delivered a new personalized card to her address at no cost.

NetSpend regrets any inconvenience Ms. **** experienced due to the blocked card. She has been given our contact information should she have any additional question or concerns.


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

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ******* ******* and the reference number to my Netspend dispute account is **********. I filed a claim for unauthorized withdrawals totalling about $3,200 and Netspend denied my claim and refused to reimburse me for these fraudulent transactions (withdrawals) as they have done to many other customers in the past. They have claimed that the transactions were authorized by me or my son because the transactions were done within a 3.5 hour drive from ********** ** ** ********** *******, my son had allegedly file a similar dispute back in 2014 and amongst other frivolous pre-textual excuses. Netspend did not take into consideration that none of my family members have ties to the ********, Florida area and have never visited or frequented that area. They have not only breached the cardholder agreement but they have also violated the Electronic Funds Transfer Act (REG E).

Desired Settlement: I would like Netspend to due the ethical and righteous deed by reimbursing me my money in full for these unauthorized transactions as I did not benefit from these transactions nor were they authorized by me nor my son. Thank you in advance g or your kind and promot attention to this urgent matter.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* states that her disputes claim for unauthorized charges was closed by NetSpend and no credit was issued. She wants to be reimbursed in full.

On February 16, 2015 Ms. ******* reported her card as compromised. She disputed thirteen transactions that occurred up to three days prior to the call. Her disputes claim was closed on March 10th as no error found and a closure letter concluding our investigation was mailed to her address. We sent an additional letter dated March 13th explaining how we arrived at our decision. This disputes claim does not fall under the Regulation E guidelines for electronic funds transfers when the cardholder benefits from the original transactions. Our Risk Department has closed her account with NetSpend after determining risk associated with her activity.

We understand that the disputes decision was not in Ms. *******’s favor and was not her desired outcome. 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

5/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $20 Pre-Paid VISA card for my daughter for her to use. After the activation of the card the card has been declined numerous times. NetSpend customer service keeps telling me that I have to provide them with photo copy of my drivers license, passport or other photo ID. This is above and beyond any requirement for a $20 prepaid VISA card. They said they are going to send a check back but will charge me $6 to do so. This is completely unfair practice to take someones money and not return it to them.

Desired Settlement: I want my $20 returned to me without ANY fees

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Mr. ******* states that he has not been able to use the NetSpend card he purchased. He wants his money returned and not pay a fee for a refund check.

New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. Mr. *******’s account triggered a block caused by our Risk Management Department on March 1, 2015. The details that triggered the block are kept internal for security reasons. In order to remove the block, our Risk Management Department requested documents to validate his identity. Since he does not want to send the required documents, we will mail him a check for the remaining funds on May 15th.

NetSpend regrets any inconvenience Mr. ******* experienced while trying to use his card. He has been given our contact information should he have any additional question or concerns.


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

5/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My social security payments are being direct deposited to my netspend card. Last month I was to receive 2 direct deposits in the amount of $711.34 from SSI. Only one of those deposits was credited to my account. I contacted Social Security and traces were placed. I have received two letters from the Treasury Department in regards to those traces. Both amounts had been accepted by netspend/metabank. I have contacted NetSpnd on and off all month long to no avail. Their agents have hung on me numerous times. They have refused to help. me make a complaint. I have been told by their reps that the issue was not their problem. Ive been told that Social Security did not send two deposits. Netspnd/Metabank has 711.34 of my money that they have obviously stolen. I want my money returned to me. This is my only income that I receive and without it I am unable to get my medications I need and pay for doctor visits.

Desired Settlement: They need to return my money to me. This is theft.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that last month she expected two deposits from Social Security for the exact same amount but they did not post to the NetSpend account. She wants her money to be refunded.

On March 26, 2015 Ms. ****** received a deposit to her NetSpend card / account in the amount of $711.34. One week later on April 2nd she received an additional deposit for $711.34 to the same account. She presented the trace numbers for the expected deposits and we confirmed that they were received on the above mentioned dates. We also confirmed the last deposit with the US Treasury on April 28th.

We offer a website, www.netspend.com, where our cardholders can view transaction history and deposits. We also send free text messages to our cardholders for each transaction on the account. Ms. ****** is subscribed for both free services.

NetSpend regrets any inconvenience experienced by Ms. ****** while she looked for her deposits. She has been given our contact information should she have any additional question or concerns.


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

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There was 8-16 declined fee charges on my account one time they said that the company charged the fee then they said that their company charged the fee and its irreversible I had one customer service rep remove 2 fee and told me to call back in a few mins to get the rest removed I called and the reps were rude and nasty and told me that I can not have the fee remove I'm furious something that was $1.25 cost me 30$ with this company I'm closing my card and going back to a bank this company is a rip off Skylight will take your money when your not paying attention.

Desired Settlement: Apologies, and my money back would be Great and also better customer service

Business Response:

Friday, May 8, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ********** *******.  Ms. ******* states that she was charged decline fees on her Skylight card.  She wants the fees refunded and an apology.   

On May 8, 2015 we contacted Ms. ******* and resolved her issue.  The fees she incurred are a part of the Client agreement with this type of pay-card.  We set up additional text message alerts so she will be notified on each transaction.  We also recommended the website www.skylightpaycard.com, so she can view the full terms of her card.  

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

Thank you,

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

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: You sent me my card finally. Then to activate it u asked me to fax copy of my id, proof of residence, and proof of social. security. Well I did that but I don't have ***** card because I lost it a while back in a car accident. so u told me you would take my tax paper with my id number on it so I sent that. For three days I have drove thirty miles to town to fax everything u asked me to. Every time I do and I call to active my card there's always a bunch of run around about y u cant active it and there's a block on my tax check. I have more than proven it is me that has the card and proved who I am. I am asking u to active my card immediately please. I will never use netspend again

Desired Settlement: I need this card activated without any further run around.

Business Response:

Friday, May 8, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******.  Ms. ****** states that she faxed proof to get her card activated so her tax refund could post to the account.  She wants the card activated. 

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 documents sent by Ms. ****** were not acceptable to validate the information.  We emailed her a list of acceptable documents.  When the proper document is received, we will be able to validate the information and approve the account.  We have not received a deposit to this account in Ms. ******’ name as of May 8, 2015. 

NetSpend regrets the inconvenience that Ms. ****** experienced with activating 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

5/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received a "Brinks" pre-paid MasterCard "Debit Card" which I never applied for or filled out any information for. Called the number on the website to try and cancel the offer and have name removed from their list. The person couldn't speak English and wouldn't help unless I gave them the Debit Card Number and my Social Security Number.

Desired Settlement: Notification in writing stating that this card can NEVER be activated and that I will not receive anything from them in the future.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Mr. ******* states that he received a Brinks Prepaid MasterCard that he never ordered. He wants it in writing that it has been cancelled and never activated.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers at no cost to them. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved in the offer or activation and there are no forms to fill out.

Our records have been updated so that we will not send any additional card offers to the name and address matching the offer that Mr. ******* received. We emailed him about the closed offer and that the card was never activated. NetSpend regret any inconvenience this may have caused him. Mr. ******* has been given our contact information should he have any additional questions or concerns.


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

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: What happened was on April 8th Comcast did a transaction taking 216.35 off my Net spend card without my authorization. I called netspend to dispute the transaction and they did now on the 24th I spoke with someone at Comcast and was told they released the money I need to talk to my bank, I called them and they said there is a 3 to 5 day wait to receive the money now today when I called them they told me the process can take another 30days for me to receive my money back on the card.

Desired Settlement: I would like for my money to be returned back on my card now there shouldn't be a waiting period when the money has been reversed back to my bank.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Ms. ***** states that she disputed a transaction with Comcast. Comcast told her they released the money. She wants the money returned to her.

On May 7, 2015 we spoke with Ms. ***** and explained the disputes process. When the transaction is disputed, the funds are taken from the merchant until the disputes claim is finalized on June 8th. During the disputes timeframe the merchant can present documents to validate the reason for the transaction. If no validation is made by the merchant for the funds in question, the money is returned to the cardholder the next business day after the final claim date.

NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. *****’ patience while we retrieved her funds from the merchant. We have provided her with our contact information should she have any additional questions or concerns.


Thank you,

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

5/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received a card with interest and Payment that I was unaware of. I was misled thinking this card was my tax return after using turbo tax. When received **** told me that they would cancel it within one to three business days and would not provide a cancellation confirmation number. I told her I didnt want to pay any fees for any tax return and that I had been duped. She then instructed me to use an ATM to cancel my card. When I strongly suggested I didn't want to do that and didn't wanted any charges incurred she said that she could go no further. I asked to speak to a supervisor and she said none were available I told her I would hold for half an hour if needed to simply get a cancellation confirmation. I held for 52 minutes. No one ever came back to me. If I have even $5.00 billed to this card I will sue.

Desired Settlement: Cancel my card and do not contact me again. Please

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by *** *******. Ms. ******* states that she attempted to cancel a card that she received but could not get confirmation. She does not want to be charged for this card.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers at no cost to them. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved in the offer or activation and there are no forms to fill out.

Our records have been updated so that we will not send any additional card offers to the name and address matching the offer that Ms. ******* received. There is no bill for this card offer. We regret any inconvenience this may have caused her. Ms. ******* has been given our contact information should she have any additional questions or concerns.


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

5/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: the problem is my netspend acct. has had money taken out of it twice.these are transactions i didnt make nor did i authorize any of them. when i call netspend to try and resolve the problem, i was placed on hold for supervisor for over an hour,and no one ever came back to the phone. i have attempted to contact a netspend supervisor over 20 times and each time i'm put on hold for over an hour and no one ever comes back to the line.

Desired Settlement: i just want my money that was taken from me back

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *** *****. Mr. ***** mentions there were unauthorized transactions on his account and is requesting a credit back for the transactions in question.

I spoke with Mr. ***** on May 6th to address his concerns. I opened a claim for him and explained the disputes process.

We regret any inconvenience this may have caused Mr. Brown. He has my contact information should he have any additional questions or concerns. 

Thank you,

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

5/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When filing my taxes for this year I was given the option of having a net spend card issued with my tax refund deposited into it. I decided to go with this option. Inrecieced the card and all was fine. Unfortunately I lost the card and called to request a new card. They said not a problem it will arrive in 7-10 business days. It's been two months and I still have not received a card. I've requested many. Called & emailed numerous times, even been told it was overnighted via ups twice and still no card. I can't get anyone to help. They will not give me any tracking information, or transfer the funds into my private account. I need help. I lost my job in December and this is the only link I currently have to my money. Please help me.

Desired Settlement: I want my card to arrive at my home.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ***. Mr. *** states that he put his tax return on a NetSpend card that he lost. He wants a replacement card.

On May 6, 2015 we reached out to Mr. *** by telephone and email because no account was located matching his name, address, telephone number and e-mail. He said he will contact us when he has an opportune time to discuss the matter. We will assist him with an address update and card order when he returns our calls.

NetSpend regrets any inconvenience Mr. *** experienced with his NetSpend card. 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

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Federal Refund was deposited to a Net Spend Card , $2812.00 as I spent my money off the card and got down to $266.08 they froze the card. They said the suspected fraud, I sent them a copy of my Id, social security card, and a letter from the IRS, and the NET SPEND card in which I was assigned and they will not and have not given me my money. They have no right to keep my money. I cancelled my account ,to be told I would receive a check in 20DAYS, NO CHECK, I called they said they gonna send it back to IRS , IRS has not gotten anything. I didnt need any ID WHEN I ORDERED THE CARD!!!! I JUST WANT MY MONEY ASAP!!!!!1

Desired Settlement: NET SPEND does not have the the right to decide how a person can spend their money. I SHOUND'T HAVE TO WAIT FOR WAS I EARNED LEGALLY!!!!!!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. Ms. ****** states that her tax refund was deposited to a NetSpend card and she was using it until NetSpend froze the account for suspected fraud. She does not want the money sent to the IRS, but to be returned to her.

On May 6, 2015 we attempted reach Ms. ****** by telephone and email. No account was located matching her name, address, email and telephone number. When she contacts us, we will be able to give her any information we have concerning her remaining funds from her card. Ms. ****** has been given our contact information should she have any additional questions or concerns.


Thank you,

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

5/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I used my card for a massage for a gift for someone and authorized a one time use. I noticed my card had two more pending transactions for the exact same place a month later. I called and advised them I did not authorize the transactions and they told me they had been cancelled and not to worry about it. 2 days later my card is over drawn because they allowed both transactions to go thru. I am mainly upset because they allowed my acct to be overdrawn by $40 when the transaction should have been denied due to insufficent funds. When I called to inquire about why they aloud the transaction to go thru the rep stated because they had they authorization code when I ran my card the first time they can run and over ride the cancelation. I asked so that means anywhere I have ever used my card can charge it more than once with that code given because I purchased something once....she had nothing to say. Its completely unacceptable and somewhat false advertising because I was under the impression my card couldnt be overdrawn more than $10. If I would have know that was not the case I would use my actual checking account to pay my bills instead of netspend.

Desired Settlement: Netspend needs to do what they say and advertise that they are going to do.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* states that her card was used for two additional transactions after her purchase was made. She wants to get her money back.

On April 20, 2015 Ms. ******* called to inform us that a merchant she used before in March charged her account twice in April. She did not do the recent transactions. We released those funds back to her account that day. We cautioned her that if that merchant still collects on the released charges, she would have to dispute those transactions. She disputed one of the charges on April 22nd. We contacted her on May 6th to dispute the second charge. We are working with her to provide updates on the two disputes claims.

NetSpend understands the disputes process can be lengthy. We appreciate Ms. *******’s patience as we attempt to recover her funds from the merchant. 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

5/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED THIS CARD AND PUT $300 ON IT THE CARD NEVER STATED I WOULD NEED TO GIVE MY PERSONAL INFO SUCH AS MY SOCIAL SECURITY NUMBER. I HAVE HAD SEVERAL FRAUD ISSUES RECENTLY TAKE PLACE AND WASNT COMFORTABLE GIVING THIS INFO. I REQUESTED MY MONEY BACK IN DOING SO I DID GIVE MY SOCIAL SECURITY NUMBER. I WAS TOLD IT WOULD BE UP TO 20 DAYS TO GET MY MONEY BACK. I HAVE SINCE BEEN IN TOUCH WITH A MAN BY THE NAME OF ***** ***** AND HAVE GIVEN HIM OVER 5 BILLS VIA EMAIL WHICH HE STATES HASNT RECEIVED THE UTILITY BILL I SENT 3 MORE ITEMS AGAIN. I AM UPSET THAT IT HAS TAKEN SO LONG TO RECEIVE MY MONEY BACK AND I AM NOW DOUBTING I WILL EVEN GET IT BACK

Desired Settlement: RECEIVE MY $300 MAILED IN A CHECK

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ********. Mr. ******** states that he requested his funds from a recent card he purchased. He wants his money sent to him in a check.

On May 19, 2015, we attempted to contact Mr. ******** about his refund check. We left a message with his mother and we sent him an email. In order to update his address and send him a check, we will need to speak with him to confirm security. We await his return cal so we can assist with sending his funds.

NetSpend regrets the inconvenience Mr. ******** experienced while waiting on his check. He has been given my 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,

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

5/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a paypal prepaid debit card. During the month of April the ability to withdraw funds from Paypal was down for 3 days. I have made 10 PHONE CALLS to paypal prepaid. Each call has resulted in nothing but excuses and outright lies. I was told that someone from corporate would call within 3 days that was over a week ago. I was told during the outage that once the problem was resolved everyone would get an email telling them its back up (Another direct lie). I was told last week that corporate was still deciding what type of compensation to give card holders. Today when I called same bunch of lies. I cam going to continue complaining until my fees for the moth of April are refunded. This amount is $4.95. A measely sum for such bad customer service. Why did the company not have a message telling customers the service was down? I kept trying various devices thinking the problem was on my end. I kept thinking netspend was a legitimate business and would have a message i9f the problem was in thier system. No such luck

Desired Settlement: Refund of $4.95 fee for month of April.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. He states that he is not able to process Paypal transfers and that he would like his account fee credited back for the inconvenience he received.

I spoke with *** ******* on May 6th to address his concerns. I issued a credit to his account.

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

Thank you,

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

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had filed a dispute with netspend my card has got lost/stolen its was unauthorized charges of 703.38 on my debit card and after 10 days of the dispute process they told me they can't process a refund.

Desired Settlement: $703.38 refunded on my debit card

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by V**** *****. *** ***** states that she filed a disputes claim for unauthorized charges on her card and ten days later she was told that the refund could not be processed. She wants a refund for $703.38.

On April 12, 2015 *** ***** disputed eight transactions that occurred earlier. Her disputes claim was closed on April 24th as no error found and a closure letter concluding our investigation was mailed to her address. We are sending further documentation concerning our decision on her disputes claim.

We understand that the disputes decision was not in *** *****’ favor and was not her desired outcome. 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

5/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They said I qualified for over draft protection, when I ask the 1st customer Rep he said he spoke with supervisor n they override the program because the system did not correctly input my information. Then I called back several more times to find out y the problem has not been corrected n I as told five different things from I had to do it on line to I didn't qualify which is not true. Each time I get a new story, when I ask to speak to a supervisor I was given a hard time They kept me on hold till the phone cut off or completely disconnected me. Some of the reps very very unprofessional n did not try to resolve the issue.

Desired Settlement: I would like a written apology as well as my overdraft protection activated n a cash credit.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ******. *** ****** states that she was not active on overdraft protection even though she qualified and a Supervisor overrode the process. She wants the overdraft protection active on her account and an apology.

The Overdraft Protection Program is an optional offer to the NetSpend cardholder where it allows them to draw the account balance up to $(100) negative including the transaction and fees. Our cardholders must opt into the program online after agreeing to the program terms. To become active, there must be a total of $400 in direct deposits in 35 days.

On April 7, 2015 *** ****** opted into the Overdraft Protection (ODP). The ODP became active on April 28th when her qualifying deposit posted to the account.

NetSpend regrets any inconvenience *** ****** experienced while trying to activate the ODP on her account. She has been given my contact information should she have additional questions or concerns. .


Thank you,

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

5/20/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like them to credit my new account the remaining balance in full. This has not been resolved since August 28, 2014 and it is still being prolonged. According to Netspend's policies and procedures the refund is supposed to be provided 20 business days after the closure the account.

Desired Settlement: I would like them to credit my new account the remaining balance in full. This has not been resolved since August 28, 2014 and it is still being prolonged. According to Netspend's policies and procedures the refund is supposed to be provided 20 business days after the closure the account.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ********. Mr. ******** states that he has not received a check for his remaining balance from August 28, 2014. He wants those funds deposited to his new card.

A check was mailed to Mr. ******** on August 28, 2014 to the address on file. Our Accounting researched the issue of the missing check. We mailed a replacement to Mr. ******** on April 24, 2015. We reached out to him by telephone and email on May 4th to provide him with this information.

NetSpend regrets the inconvenience that Mr. ******** experienced while waiting on his check. He has been given my contact information should he have any further questions or concerns.


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

5/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since the activation of my card I have been secretly charged for purchases made. I had a 7,000 tax return posted to that card albeit in error. Funds were to go to my chase account. Anyway in almost every purchase I have been charged twice. When asked why my balance differs from my email they told me I was wrong and on more than 1 occasion hung up the phone on me. Then when trying to log back on via online the site states my password was invalid and the site prompts you to enter your card number and social birthday etc but the site is not a trusted site. I've done so and entered all correct info then was knocked back out and asked to reenter the info. Once I spoke to the customer service rep he told me no one ever complained before so it shouldn't be a problem!! I'm totally disgusted in all areas related to Netspend their customer service and their practices in general. Something fishy is going on there and it needs to be shut down after I receive the correct funds owed to me. S

Desired Settlement: I would like all funds owed to me since my cards activation. My next step is to sue the company for stealing funds blocking people from accessing their own money and for just plain stupidity.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Ms. **** states that she has been charged hidden fees and charged double for transactions. She wants the funds owed to her since the card was activated.

On May 4, 2015 we spoke with Ms. **** concerning the card fees. She has been under the $5 Fee Advantage Plan since May 23, 2014. This plan waives the credit and debit transaction fees when the card is used. We sent her the transaction histories for her review.

We are working with her to gain access to the online account center. Once Ms. **** reviews the history online, she can examine the fees charged on her card transactions.

NetSpend regrets the inconvenience Ms. **** experienced due to not having access to her account history. 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

5/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ive callede netspend a total of 53 times, each time being told my social or card number is invalid. There is no other way to reach customer service unless it excepts the card number or social. My funds is normally deposited every Monday no later than 12 noon. I have no other way of checking my balance except online but I should be able to talk to. live agent and not have to call 50-60 times in a 20 min period.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. Ms. ***** states that she has attempted to call numerous times but could not get through to find out about her deposit. She wants to talk with an agent without having to call multiple times.

On May 5, 2015 we communicated several options for Ms. ***** to get the information about transactions and account balances. One of the features we offer is a free text message alert to inform our customers when a deposit posts to the account. We also have a free website, www.netspend.com. This site has a variety of helpful information.

NetSpend regrets any inconvenience Ms. ***** experienced while trying to contact us. 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

5/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Another problem with NetSpend in trying to dispute unauthorized charges. About 10 small charges are showing when I access my NetSpend account that I know nothing about. I contact NetSpend but they reply with canned response asking me for backup documentation and if I have contacted the company charging me. Of course, I have nothing since I first knew of it from the NS website. I am only getting the runaround.

Desired Settlement: I want the charges removed and this merchant blocked from using my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****. Mr. **** states that he has ten unrecognized charges on his account. He wants the charges removed and the merchant blocked from his account.

On May 11, 2015, Mr. **** disputed six unauthorized charges on his card. We blocked the compromised card and ordered him a replacement. The same day, we issued a payout for his claim returning the money back to his account. When he receives the replacement card he will be able to access his funds.

NetSpend regrets the inconvenience Mr. **** experienced with the unauthorized charges. He has been given my 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. However, most financial institutions will investigate a complaint and disputed charges.  I appears NetSoend only blocked the card with no investigation.  But that would appear to be their way of handling claims so really no choice but to accept. 

Regards,

****** ****

5/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I brought this card for 64.95. I was told that 60.00 would be on the card and available to use online once activated. But that isn't what happened. They have declined all purchases. In store and online. I brought the card original to pay for purchases on eBay and they accuse of me terrorist act. But they won't let me use my hard earned money and they refused to refund me. I've spoken to several people who have lied to me that they would release the card funds and have not. One woman said I'd be refunded but changed her story and said not possible. They have been misleading from the start. Why are you guys hoarding my money? You are what a billion dollar company? Why do you need to steal my 64.95

Desired Settlement: I don't want a check, I will not pay for a check to be mailed to me. I will accept a full refund of 64.95 to my credit card.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****. Ms. ***** states that her card was not available to use for online purchases. She wants a full credit of $64.95.

On May 18, 2015 we contacted Ms. ***** about the use of her 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 she provided could not be validated for full account approval. The card could be used for in store purchases only. We conveyed this information to Ms. *****. As she requested, we processed a check to be mailed to her on May 22nd.

NetSpend regrets the inconvenience Ms. ***** experienced during the card activation process. 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.
BUT I DO WANT MY CHECK BY THE END OF THE WEEK AS YOU HAVE HAD MY MONEY FOR OVER TWO WEEKS NOW!!!! NO ONE IS GOING TO PAY MY LATE PAYMENT BILL. NOW I AM BEHIND BECAUSE YOU REFUSED TO LET ME USE MY OWN FUNDS

Regards,

****** *****

5/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 7, 2015 I noticed a transaction on my card from a website in china. After looking into this I find the website does not exist yet my card was charged for something having to do with this company or site and I do not know what. The only conclusion I can come up with is that netspend made this website only to defraud people out of their money and close the site down to make it look as if the consumer made a legitimate purchase. I have contacted netspend concerning this only to be ignored and taken back to a recording. this has cost me money I cannot afford and I also have learned I am not the only one that has been taken advantage of by them. I just want my money back and I will discontinue any use of the card.

Desired Settlement: I want my money back

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by *** ********. Mr. ******** states that his card was used for an unauthorized transaction. He wants his money back.

On April 17, 2015 Mr. ******** reported an unauthorized charge on his card. We responded by blocking his compromised card and ordering him a complimentary replacement card. The transaction was disputed and we informed him that he would receive an update in ten business days, May 1st. On the tenth business day we paid out his disputes claim in full.

NetSpend understands the disputes process can be lengthy. We appreciate Mr. ********’s patience as we attempted to retrieve his funds. 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

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

I am rejecting this response because: Along with your admittance, you have committed fraud money laundering and have owned up to it. 

Regards,

*** ********

5/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I loaded my NetSpend prepaid Visa on 4/26/15. I made a purchase at vallyvet.com(4/26/15). Vallyvet had to cancel the transaction later that day and sent me an email to that effect. The next day I called NetSpend to inquire why the account had not been credited. They said that I needed to speak with VallyVet and they needed to cancel the transaction or refund me. I called VallyVet, customer service informed me that they did not charge the credit card and only put an authorization to charge the card. NetSpend informed me it would take 30 days for the authorization to "fall off" and those funds would be available to me. I asked to speak with a supervisor and they informed me that I would have to fax/email and/or VallyVet would have to fax/email them "satisfactory" information/paperwork. All I had was an email stating the order was cancelled which I forwarded along with the all the order and company information. They then deemed that "unsatisfactory" in an email on 4/28/15. I waited 7 business days hoping for a change, nothing did, so I called again on 5/7/15. The customer service rep told me I would need to contact ValleyVet and ValleyVet needed to fax NetSpend on ValleyVet's company letterhead along with the company phone(for verification) 6 digit authorization number, a 10 number(internal to NetSpend) the total charge and the ValleyVet supervisor/manager that approved the fax. If I got this fax to NetSpend (according to the customer service rep) it would take no more than 6 hours to give back access to money that was NEVER taken out. Needless to say ValleyVet was not going to do this hoop jumping. So now I am now waiting a month for my money that was never spent, never removed and NetSpend says their hands are tied UNLESS I can get a company to fax them information they already have. They could call ValleyVet, and verify this, but NetSpend chose not too.

Desired Settlement: I want access to my original 204.90.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* states that she made a purchase with her NetSpend card that was later cancelled by the merchant. She wants the money returned to her account.

On May 15, 2015 we contacted Ms. ******* and the merchant, Valley Vet Supply. After confirming the order had been voided and the merchant will not be collecting on the pending charge, we released the money back to Ms. *******’s account.

NetSpend regrets the inconvenience Ms. ******* experience with the release of the pending charge back to her account. She has been given 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. I am still very upset at the lengths which I had to go and the enormous amount of time I had to spend on the phone, resulting in this very complaint. All of this could have been completely avoided.

Regards,

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

5/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Date of transaction : 2-27-2014 name of merchant : T-MOBILE amount of transaction : 240.10 TO NETSPEND DISPUTE DEPARTMENT I ******* ******* AM DISPUTING THE TRANSACTION TAKEN FROM MY ACCOUNT ON THE ABOVE DATE OF 2 / 27 / 2014 BY T-MOBILE ON THE MORNING IN QUESTION I WOKE TO FIND A TRANSACTION MAKE MY T-MOBILE THAT I DID NOT AUTHORIZE, PLACED A CALL TO THEM FIRST LETTING THEM KNOW ABOUT WHAT THEY HAD DONE AND WAS TOLD BY THEM THAT THEY DID NOT HAVE THE MONEY AT THAT TIME THEY INFORMED ME TO CALL MY BANK AKA NETSPEND TO REVERSE THE CHARGES I DID THAT CALLED IN SPOKE TO A CUSTOMER SERVICE REP WHO INFORMED ME THAT THOSE PENDING FUNDS WERE PLACED BACK INTO MY ACCOUNT. AT WHICH TIME THE REP ASKED ME IF I WANTED TO CANCEL THAT PARTICULAR CARD SO THAT NO OTHER UNAUTHORIZED TRANSACTION COULD BE MADE USING THAT CARD I AGREED TO DO JUST THAT SO NETSPENDS SERVICE REP CANCELLED AND BLOCKED THE CARD ENDING IN #7509. THIS WAS AT 9AM OR SO THAT MORNING I THEN CONTACTED TMOBILE AND PAID THE CORRECT AMOUNT OF 191.00 AFTER WHICH MY BILL WAS PAID IN FULL, AT 8PM THAT EVENING T-MOBILE WITHOUT MY AUTHORIZATION DEBITED MY ACCOUNT AND STOLE 240.00 FROM MY ACCOUNT WHICH I'M DEMANDING BE PLACED BACK INTO MY ACCOUNT ASAP ! ! ! ! THE BIGGEST PROBLEM I HAVE IS WITH NETSPEND FOR ALLOWING MONEY TO BE DEBITED FROM A CARD THAT WAS IN FACT CANCELLED THAT MORNING AND SHOULD NOT HAVE BEEN ABLE TO BE ACCESSED BY T-MOBILE EVERY EVERY OTHER ACCOUNT THAT HAD MY OLD CREDIT CARD NUMBER MY GYM MY CABLE TV E.T.C COULD NOT BILL MY OLD NUMBER I HAD TO GIVE THEM MY NEW CARD NUMBER SO EXPLAIN TO ME HOW T-MOBILE WHAT ABLE TO DO IT, I FEEL IT'S JUST AS MUCH AS NETSPENDS FAULT AS IT IS T-MOBILE BOTTOM LINE IS I WANT MY 240.10 BACK INTO MY ACCOUNT IMMEDIATELY , I'VE BEEN A NETSPEND CUSTOMER SINCE THE BEGINING OF NETSPEND I WOULD HATE TO CANCEL MY SERVICE WITH YOUR COMPANY AND THE MANY FAMILY MEMBERS WHO JOINED NETSPEND WHO JOINED BECAUSE OF ME BECAUSE WE DON'T FEEL SAFE BECAUSE OF HOW ANYONE CAN ACCESS OUR ACCOUNTS USING OLD CARD NUMBERS THAT ARE SUPPOSED TO BE CANCELLED OR BLOCKED. HOW NETSPEND HANDLES THIS PROBLEM WILL DETERMINE MY NEXT MOVE AS A LONG STANDING CUSTOMER. IT'S BEEN PASSED 30 DAYS I HAVE RECEIVED A LETTER FROM THEM TELLING ME THAT ALL OF MY MONEY HAVE BEEN CREDITED BACK TO MY ACCOUNT OF THE 240.10 I FILED THE CLAIM FOR I'VE ONLY RECEIVED 49.00 DOLLARS BACK WHICH LEAVES THEM OWING ME 191.00. BELOW IS A COPY OF AN EMAIL RECEIVED ON 4-22-15 TELLING ME THAT I WON MY DISPUTE AND ALL FUNDS AND ANY OTHER COST PLACED ON MY ACCOUNT BECAUSE OF THE ADMITTED ERROR ON THEIR PART WAS CREDITED BACK TO MY ACCOUNT BUT I HAVE YET TO RECEIVE THOSE FUNDS. This email is to inform you that we have made a final determination regarding your inquiry about transaction(s) on your account.Based on the information we had and the facts of our investigation, we find that an error has occurred. Therefore, funds have been credited to your account. In addition, we are refunding you for any fees associated with the disputed transactions at this time.This claim is now considered closed.If you have additional questions, please contact the Customer Service number printed on the back of your card during normal business hours.Sincerely,Dispute Resolution Department

Desired Settlement: I would like my 191.00 Refunded to my account ASAP.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Mr. ******* states that he was given an incorrect amount for a disputes claim he won. He has tried for more than a month to get the full amount.

On March 7, 2015 Mr. ******* disputed a transaction with T-Mobile Payments for $240.00. We informed him that we would give an update on the claim within ten business days, March 19th. On that day, we issued provisional credit for $49.00, and told him the timeframe will be 45 or 90 days according to the type of transaction. Mr. ******* informed us that the amount credited was incorrect through the call center and the secure website messages. Our Disputes Department corrected the amount at the close of the disputes claim April 23rd.

We contacted Mr. ******* on April 29th. We appreciate him for being a long time cardholder with NetSpend. We apologized for the length of time it took to put the correct credit on his account.

NetSpend regrets the proper credit was not issued at first to Mr. *******’ account. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

5/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: THERE WAS A CHARGE THAT WAS BILLED TO MY ACCOUNT FROM AMAZON.COM. I DISPUTED THE CHARGE WITH NETSPEND AND THEY TOLD ME THAT THE ISSUE WAS RESOLVED. THEY HAVE LATER TODAY ADJUSTED MY ACCOUNT FOR 166.42 FOR AN ITEM THAT I DO NOT HAVE. I CALLED THEM AND I EXPLAINED TO THEM THAT I DID NOT COMPLETE THE TRANSACTION AND THEN STATED THAT AMAZON STATED THAT I DID SO THEY CLOSED MY CASE AND ADJUSTED MY ACCOUNT FOR 166.42 WHICH CAUSED MY ACCOUNT TO BE OVERDRAWN AND TAKE ALL OF THE $ THAT I DID HAVE UNTIL MY NEXT PAYDAY. THEY THEN STATED THAT THEY SENT ME AN EMAIL TO NOTIFY ME OF THIS AND I HAVE YET TO RECEIVE THE EMAIL REGARDING THIS. THEY LIED. I DID NOT GET ANYTHING FROM THEM TO LET ME KNOW WHAT THEY WERE DOING THEY JUST APPLIED A CHARGE TO MY ACCOUNT . I WOULD LIKE THE CHARGE TO BE REMOVED AND MY 75.39 BACK IN MY ACCOUNT.

Desired Settlement: I WOULD LIKE THE CHARGE TO BE REMOVED FOR 166.42 AND MY 75.39 BACK IN MY ACCOUNT.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *******. Ms. ******* states that the provisional credit for her disputes claim was revered. She wants her money back.

On March 2, 2015 Ms. ****** disputed a transaction with Amazon Marketplace Payments for $166.42. We informed her that we would give an update on the claim within ten business days, March 16th. On that day, we updated the claim with the final deadline date of May 1st. We issued provisional credit for $166.42. We sent her a secure message through the website advising that if we determine no error occurred on the claim, the credit will be reversed. The disputes claim was closed with no error found on April 22nd. On that day we reversed the provisional credit. The disputes closure letter was mailed to Ms. *******.

NetSpend regrets the disputes claim resolution was not in Ms. *******’s favor. She has been given my contact information should she have any further questions or concerns.


Thank you,

***** ** ******** ********* ******** ******** ****
NetSpend A TSYS Company

5/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a PayPal prepaid mastercard customer. I ordered the prepaid card because paypal advertises it as the instant option to access your paypal account funds. The website is currently down to the point where it will not allow a transfer from paypal to the 0repaid card. PayPal says they can't say when through issue will be resolved and they will not help me access my funds. I have written and called but they refuse to help. They give no estimate of timetable. I need to pay bills but they will not assist.

Desired Settlement: Paypal needs to resolve the issue by restoring the instant transfers and should offer a credit for the enormous inconvenience of not being able to access my money.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. Ms. ****** states that she was unable to use the instant transfer feature with the PayPal Prepaid MasterCard. She wants a credit for the enormous inconvenience.

On April 29, 2015 we spoke with Ms. ****** briefly. We furthered our correspondence through emails to resolve her issue. We did experience an interruption in the communications with the PayPal website and the PayPal Prepaid MasterCard website. The outage occurred from April 21st until April 23rd. Our website administrators worked feverishly to restore all services.

NetSpend regrets the inconvenience this outage caused Ms. ******. She has been given my contact information should she have any further questions or concerns.


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

5/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Card was blocked for no reason and I've did everything asked of me to get it unblocked, but in 48 hours still no results. I need to get my medicine and my family needs food. That's my only source of money because that's where my check is deposited. I've spent 2 days on the phone getting treated horribly by their customer service reps. Customer service is very poor. I have no gas to get to work or nothing. My whole life is on my card. This is the 2nd occasion this has happened to me. They're not even attempting to resolve the situation. It has been 48 hrs once again of rudeness and insulting behavior by their employees.

Desired Settlement: I need my card unblocked asap so I can get my meds and feed my family,and also make it to work. Not to mention my bills.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ******. *** ****** states that her card was blocked and she sent all required information. She wants the card unblocked so she can access her funds.

New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. *** ******’s account triggered a block caused by our Risk Management Department on April 22, 2015. The details that triggered the block are kept internal for security reasons. A notification was placed on her account to alert our customer service to inform her that our Risk Management Team requested to speak with her for additional verification from her as a security precaution. When she spoke with Risk on the same day, it was determined that identity documents would be required to unblock the account. The acceptable documents to verify *** ******’s identity were received on April 24th.

NetSpend regrets the inconvenience that *** ****** experienced while providing identity documents. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

5/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I closed my account on March 18th and have called twice asking about the location of my refund check. It has now been well beyond the 20 business days stated on the website that they claim it takes to receive a refund. I was told that my acct was closed on the 27th (which is NINE DAYS beyond the date that I actually closed it) and that a check was processed and on its way. I'm STILL waiting for my refund.

Desired Settlement: I would like a FULL refund of my $100 that I deposited onto this card. If you cannot refund my money in the time that you state it would take to process it, then I shouldn't be charged the processing "fee".

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. *** ******* states that she has not received the check sent to her from NetSpend. She wants her money returned.

On March 26, 2015, we mailed a check to *** *******’s address that we had on file. The check amount was for $93.55 due to subtracting the check processing fee, $5.95 and a balance inquiry fee of $0.50. She notified us after 20 business days that she did not receive the check. Our Accounting Department verified the original check had not been cashed. We mailed a replacement check to her on May 1st.

NetSpend regrets the inconvenience that Ms. Morrill experienced while waiting on her check. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

5/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a Netspend/WesternUnion prepaid debit card which had funds deposited by the State of Illinois on 4/22/15 with a release date of 4/23/15 by ACH for $640.00 and my funds have not be put on my card and mad available to me. i have contiunuously called Metabank/Netspend to find out were are my funds and no one caln tell me. Metabank previously saw that these funds were on my card on 4/23/15 and were available and were to be process on my card and have not be made avaialbe to me as of 4/24/15 at 6:45pm. Meta/Netspend staff have continue to use a scripted response without investigating looking into or gather appropriate facts and details. Made assumptions and made it very difficult and have not made my funds available in a timely matter and infact not at all. Staff appears to be incompentent and rather unresponsive to this issue.

Desired Settlement: Refund of my deposit..compensation of my time for calls made to address this issues with Metabank, Netspend, State of Illinois Department of Unemployment Security and for travel calls, and charges to account for use of account balance charges.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Mr. ****** states that his ACH deposit was not posted to his NetSpend card. He wants a refund of his deposit.

The ACH (Automated Clearing House) deposit is received with instruction of the bank routing number and account number to insure the funds go to the intended individual. If the numbers do not match the account and bank, the funds will be sent back to the sender of the ACH deposit. On May 1, 2015 we informed Mr. ****** that there is no record of ACH deposit received by NetSpend to his account. He can request a trace number from the sender and we will try to assist further with the search from our end.

NetSpend regrets the inconvenience that Mr. ****** experienced while waiting on his deposit. He has been given my contact information should he have any further questions or concerns.


Thank you,

***** ** ********
********* ******** ******** ****
NetSpend A TSYS Company

5/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I Bought a Card from a cvs ot pay my insurance and they would not let me pay it they canceled the card they told they would mail me my money it has been 20 business days and nothing so I called they told me it it has not been prossesed and it would take another 20 Bosiness days

Desired Settlement: I want my money and if I can an appoligy gift card from them

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. *** ****** states that her card was cancelled because she could not use it. She wants her check because it has been more than 20 business days.

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 prepaid debit 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 April 29, 2015 we contacted *** ****** concerning her check. She informed us that it was received at the address on file. It was delayed because the original agent processing her closure did not complete the process. We resolved her issue and answered her questions during the call.

NetSpend regrets the inconvenience that *** ****** experienced while trying to activate her card. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2-6-2015 my son, ****** ******** and I purchased a Netspend Visa Prepaid Debit Card at an Albertsons market in Lancaster, Ca. The card is in my pssn. My son put $265 on the card When we arrived home I got busy doing something and Joseph went into his room to use the card on the computer to purchase a game. The card did not work. Unbeknowst to me he called the number on the card and they told him he needed to activate the card which he proceeded to do. He answered all of their questions including SS# B/D, Home Address, phone number, etc. They told him he had to be 18 years old to activate the card. When my son got off the phone he told me what he did and everything went down hill after that. I called them back and said I was ******'s Mom, I even gave them my *** (which is a no no for me and a lesson I had to teach my son. They said I could not activate the card beccause ****** was primary on the card and they needed to talk with him. I told them that he is a minor 16 years old and I would not put him on the phone and they cannot put him down as a primary. They said sorry nothing we can do. WE kept calling customer service and they would always put us on hold explaining we have a large call volume. WE were on hold and then we were hung up on after 40 minutes. There were many phone calls made to them, but Albertsons Manager, My daughter and me. It is near impossible to get a hold of them. I told them I no longer wanted the card activated and all I want is a refund. They have never tried to call me since this has happened.

Desired Settlement: It is obvious to me that they have no intention of returning our money or activating the card. In the beginning I just wanted the card activated. At this point I want $265 returned in full. I even filed a complaint with the Consumer Complaint Agency and they never recieved any response from them. That cost me $25 dollars! My son does not know anything about activating the card. My son ****** is 16 yrs old and presently being assessed for the Autism Spectrum Disorder.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** ********. Mrs. ******** states that she purchased a card for her minor son but it could not be activated. She wants the funds returned.

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 primary cardholder must be at least 18 years of age for full activation.

On May 13, 2015 we contacted **** ******** and resolved the issue of returning the funds for the purchased card. They will receive the check within 20 business days. NetSpend regrets the inconvenience that **** ******** and her son experienced while trying to activate his 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,

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

5/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This card was purchased as a gift for a 7 year old boy. The back of the box says no monthly fee unless activated. Well we didn't activate until ready to use. We were charged 5.95 for 2 cards. That's 5.95 x 2 So we were told there was 14.05 left on one card and 44.05 on the other. We said fine. So the next day we used the cards. And they took am extra 1.00 off each card??? For what? When we called to ask why they said they would charge is 50 cents to ask a question. Excuse me???? I want our money refunded. The 5.95 on each of the 2 cards and the 1.00 for each card. False advertisement

Desired Settlement: I want a card credit or a refund sent in the mail

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *****. *** ***** states that he was charged $5.95 and $1 on the cards given to his son as a gift. He wants the fees returned.

NetSpend card package explains the fees associated with the card use. We spoke with *** ***** on April 27th and resolved his issue. We mentioned that the card terms and other useful information is also available on the website, www.netspend.com.

We regret the inconvenience that *** ***** experienced while trying to use his cards. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

Consumer Response:

From: **** *****************************
Sent: Tuesday, May 12, 2015 6:44 AM
To: info
Subject: Re: BBB - You have a New Message from BBB Regarding Complaint #********

 

Issue was resolved 

Sent from my iPhone

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They are giving me the run around with receiving my funds. They made me submit a picture ID a social security card, and proof of my address. I also sent them a copy of my W2 forms with the address on there. They said they would unblock the card within 6 hours. I called back and they kept saying I needed to provide proof of address. The post office gave me proof of my forwarding address, and Net Spend is claiming there is nothing they can do since they canceled the card. They claim they sent the money back to the IRS, but the IRS is claiming they never received the money. I want my money as soon as possible.

Desired Settlement: Give me another card, or send me a check in the mail for the amount. IRS does not have my money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. *** ****** states that NetSpend requested identifying information and then said her funds were going back to the IRS. She wants access to her funds.

New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. *** ******’s account triggered a block caused by our Risk Management Department on March 19, 2015. The details that triggered the block are kept internal for security reasons. A notification was placed on her account to alert our customer service to inform her that our Risk Management Team requested additional verification from her as a security precaution. The documents *** ****** provided were unacceptable to verify her identity, and consequently, the remaining funds are being reviewed to be returned to the IRS. We will notate her account once we confirm that the IRS has made a decision on the remaining funds.

We regret the inconvenience that *** ****** experienced while attempting to use her card. If she has any further questions, she is welcome to contact us toll free at ###-###-####.


Thank you,

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

5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Netspend takes 3-5 days to transfer funds from one side of the office to the other; ie. I have a PayPal account and a Netspend account (both are different halves of the same whole corporate body). To transfer funds from one half to the other, the one uses 3 days so that the other may charge unethical late/overdraft fees from those customers utilizing the one to pay the other.

Desired Settlement: It does not require 3 days to make an electronic transfer; this is one of their selling points. They should honor this in their in-house transactions. Refund my late /overdraft fees.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. Mr. ****** states that it took 3 – 5 days to transfer funds from his PayPal account to his NetSpend card. He wants the overdraft fee returned because the in house transfer should have been done sooner.

On April 15, 2015 we contacted Mr. ****** and explained the ACH (Automated Clearing House) deposit timeframes. When processing the ACH deposit with PayPal, the message indicates the normal 3 – 5 day timeframe to receive the funds on the designated account. His overdraft fee was valid on the NetSpend card because his account was not funded within the 24 hour grace period to waive the fee.

NetSpend regrets the inconvenience that Mr. ****** experienced while sending a deposit from his PayPal account. If he has any additional questions or concerns, he can contact us at the toll free number, ###-###-####.


Thank you,

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

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

I am rejecting this response because: Attached is a copy of part of my Netspend statement of the period in question. The answer provided by Netspend is clearly inaccurate as the fee in question is clearly posted the same day that the deposit is posted (04/08/15), even after the 3-5 day period cited as the reason they CANNOT return the fee.

Regards,

**** ******

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by **** ******. Mr. ****** states that he wants the overdraft fee refunded because he credited the account the same day.

As we stated in our previous response, Mr. ****** deposit to his account was beyond the 24 hour grace period as explained in the terms of the program. The 24 hour grace period starts when the transaction first draws the account into a negative balance greater than $10. NetSpend regrets that Mr. ******’ deposit was not in time to avoid the fee. If he has any additional questions or concerns, he can contact us at the toll free number, ###-###-####.


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

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to get the free online purchases and they said ok. So then they gave me a run around about forms of ID when I just sent them two forms of identification. So instead of giving me the satisfaction I deserved as a customer. I was on the phone three hours in a screaming match with the supervisor about my situation. Told me three options. Two I had to go back to ******** to get a third proof if identification, or to get my money refunded. I came to ********** to audition on America's got talent. Finally I settled for limited use on card. Worst customer service ever. I came across country to be on national tv and to record my second album. It's like they looking for a lawsuit. I went to school for business management, they are not going by the book of customer service.

Desired Settlement: They have no right to get a customer so pissed off that the individual uses fowl language. Then tell me that I should not swear. Bad customer service unacceptable in the USA.

Business Response:

To Whom It May Concern:
 
We received complaint # ******** filed with your office by ****** *****. Mr. ***** states that he was required to submit forms of identification to activate his NetSpend account. He also mentions that he received improper customer service and would like these issues resolved.
 
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 April 5th our records indicate that his account was set to Limited Use, which allows Mr. ***** to dispense his funds through signature and PIN card transactions. Once the funds are depleted, the account will automatically close.  
 
NetSpend regrets the inconvenience that Mr. ***** has experienced while attempting to activate his card. We are in the process of reviewing the customer service calls, and will take the appropriate actions if necessary. Mr. ***** has been given 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:
They wanted me to go clear back to ******** to get a verification of my home address. The address on my state ID is valid. This is my fathers house. Granted I got a little hot headed over the phone. I spoke legal truth. My mom is a secretary at law, I studied to be a cop. I know law. Might not know every little legal term, but still I know enough to keep me afloat. Netspend is the first card company I ever had to submit forms of ID to. Yes I give them that they were in compliance. But they tailored it so it fit their standards. The fact of the matter is, I should not have to send in forms of ID to tell who I am when it is a prepaid card you buy at a gas station or 7/11. No other prepaid card does this, and it's the first time ever seeing netspend having prepaid cards out in stores. Thus fore I reject this because I should not have to send in more than two forms of ID. Furthermore, I should not have to send in verification in the first place. Im the one who purchased the card. I'm the one, no one else. Its a PREPAID CARD, not a band card or credit card. There's a difference. Attached is the USA Patriot Law. I've read and reread it. Does not say you need three forms of ID, or validation to set up a prepaid debit card.





Regards,

****** *****

Business Response:

To Whom It May Concern:
 
We received an additional complaint # ******** filed with your office by ****** *****.  Mr. ***** states that he does not agree with NetSpend’s verification methods, in which three forms of ID were needed to activate his 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. The number of identification methods is at NetSpend’s discretion and compliant with Visa/Mastercard polices.
 
 
NetSpend regrets any inconvenience Mr. ***** experienced while trying to activate a NetSpend card. We have attempted to contact Mr. ***** and will continue to work with him to provide information and assistance if he chooses. At this time, we have not been able to speak with him, but he has our contact information should he need to reach us.
 
 
Thank you,
 
****** ******
Corporate Customer Response Team
NetSpend A TSYS Company


5/12/2015 Problems with Product/Service
5/12/2015 Problems with Product/Service | Complaint Details Unavailable
5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to activate my prepaid Netspend Visa.I was asked to provide "documents" to identify myself. Including copies of Indiana State ID, Social Security Card, and a piece of mail, to verify address. I was advised by Netspend employee to email the documents to ********************** whIch I did. I took pictures with my phone. I can provide copies of the emails. The first set of documents were sent at 10:55am on 3/31/15, I was informed per confirmation email that said documents were received and "no further action was needed on my part" Com. Email also stated that I would informed within 6 business hours of the status of my account. Well I never received that email. I called the company a minimum of 7-8 times today being 4/01/14. I was placed on hold for an estimated total of two and a half to three hours. That includes "hold" time only. Still it is now 12:36am technically 4/2/14 and no resolution. My tax return is being direct deposited to the card. The test direct deposit has already taken place. The customer service reps or so called management are unhelpful and only read from scribes. They absolutely could not provide ANY info. Poorly trained and uninformed. They ALL claim they don't know who the BOSS is nor can tell you how to contact them. Please help. I cannot go though another day of this.

Desired Settlement: I would like my card to be activated immediately also I would like for a total of $250 USD deposited to my Netspend card for compensation of time loss, inconvenience, stress, loss of work hours, and work put in to resolution. Also I do not wish to be charged and monthly fee for my Netspend card for as long as I hold it. Also if I do not receive my tax refund direct deposit to said account because of negligence on Netspend's accord I demand a loan for full amount until such time that I receive a paper check in the mail plus $500 USD for inconvenience. In my opinion that isn't a lot for a company that makes that kind of money. Thank you in advance for your timely attention on the matter.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by *** ******. Ms. ****** mentions she was asked to send in verifying documents. She also mentions the poor customer service she received including long hold times.

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. When a cardholder provides their information and the system does not recognize them, our Risk Management Team will request documents that prove the information given in order to activate the card for use. This is for the security of the funds on the account to ensure the intended recipient is the one activating it.

On April 6, 2015, I spoke with Ms. ****** to address her concerns and options. I explained to Ms. ****** the documents that are acceptable for verifying the address she provided to NetSpend. Unfortunately, we are unable to offer services to Ms. ****** without the acceptable documents. We will also review the calls Ms. ****** made into our customer service department and address the agents she spoke to, if necessary.

We regret the inconvenience that Ms. ****** has experienced. She has my contact information if she any further questions.


Thank you,

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

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


I am rejecting this response because:
I am not satisfied with service. I finally spoke with ******* ****** from Netspend today, she was able to activate my account and wave some fees until September. I however feel that I have missed work hours and time with family due to this issue. Not only that I am now waiting on a paper check from the IRS because of being unable to resolve this matter in a timely fashion. If Netspend would be willing to credit my account $300 USD I will be satisfied and will drop complaint. This would also be an acceptable compromise. If my account would show the check went though as a direct deposit as planned and I have overdraft protection on said account just so I feel like Netspend cares about their customers. I feel that my request is reasonable and fair.
Regards,

*** ******

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by *** ******. Ms. ****** mentions she was asked to send in verifying documents. She also mentions the poor customer service she received including, long hold times. Ms. ****** has requested compensation for her inconvenience.

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. When a cardholder provides their information and the system does not recognize them, our Risk Management Team will request documents that prove the information given is accurate in order to activate the card for use. This is for the security of the funds on the account to ensure the intended recipient is the one activating it.

On April 6, 2015, I spoke with Ms. ****** to address her concerns and options. I explained to Ms. ****** the documents that are acceptable for verifying the address she provided to NetSpend. Unfortunately, we are unable to offer services to Ms. ****** without the acceptable documents. Ms. ****** was contacted again on April 8th, 2015 and after we received documentation, we were able to approve her account that same day. We will also review the calls Ms. ****** made into our customer service department and address the agents she spoke to, if necessary. We are unable to offer compensation for the time spent resolving this issue.

We regret the inconvenience that Ms. ****** has experienced. She has my contact information if she any further questions.


Thank you,

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

5/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Debited my account for money that was never dispensed and cleared transaction within 5 minutes. Crooks. Calling the FTC in the morning. And the IRS to report crooked contractor.

Desired Settlement: Stop scamming people out of hard earned money.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. Ms. ****** states that funds were debited from her account but the ATM did not dispense the cash. She wants the money refunded.

On March 26, 2015 Ms. ****** reported that the ATM did not dispense the cash for her transaction. We informed her that the disputes claim will be updated within ten business days, April 9th.

NetSpend regrets the inconvenience Ms. ****** experienced as a result of the ATM disputes claim. 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: Complaint: ********

I am rejecting this response because: Fourteen days from the date of incident is unacceptable. If I had not filed complaints and really held NetSpend accountable, it is my belief fraudulent company would have kept giving me the run-around until I gave up and let them keep my money. Only God knows how many other individuals they have committed these financial crimes against. No good deed goes unpunished, and no bad deed goes unseen.

Regards,

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

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** ******. Ms. ****** states that fourteen days is too long to wait for a resolution to her disputes claim.

As we reported in our previous response Ms. ****** would receive an update on April 9th. On that day we issued a provisional credit to her account for the amount of the disputed transaction. The final date of the disputes claim is May 26th. No further action will be required as long as the claim is successful against the merchant.

NetSpend follows the regulations governing the Electronic Funds Transfer Disputes process. We regret the inconvenience Ms. ****** experienced. 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

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My problem with Netspend started in Dec. 2014 I received a netspend card with my name on it that i did not purchase so i called to inform why i received the card. The customer service rep. said that funds from my bank account was being transferred into this Netspend card, but the person have some verification problems and it did not go through it was being sent back to my bank account! Now in Nov. 2014 my purse was stolen inside the purse was all my information driver license, social security card, bank card etc. I let the rep know this and let him know that i did NOT purchase that card, I did NOT want a Netspend account, and I do NOT want my money transferred! The rep. assured me that it would not be and that money my money will be back on my card. Needless to say that did not happened when I called Netspend back it turned out that they in fact released the funds to the thieves and my money was gone and the have to do a dispute which would take over a month while the investigate before i could receive my funds. I was on maternity leave! I waited the time they said when i called back around January 20 they said it will take another 10 days! After that period i was told i was approved to get my money back, finally. The reps are not very helpful if i call 10 times a day i will get told 10 different things. Okay so Feb. comes no check I called after the wait period and ask them they had never processed the check!! During this time i recieived my income check i and go to cash my income check. I was told it would be a good idea to put some of my money on a card and i agreed. When I looked at the card it was a Netspend card I questioned rather i should take the card but thought it was a new account i just take the money off and be done with Netspend! When I went to activate my newly receiced card i couldn't! I called Netspend around Feb. 10th and ask them what happened they said i could not have a new netspend card because i had a identity theft issue and they canceled my account! n Okay this would be fine but they conveniently wanted two days after my refund check went into my netspend account to close my account! They were suppose to close this account the day I called them in Dec. 2014!!! My funds should have never been allowed in the account in the first place! Feb. 12th i was told that they were mailing BOTH checks now!! I received the $800 false bank transfer they did but never received my $4482 tax refund money! I called they said that the check was never processed and that they will send it in 20 BUSINESS DAYS! I called back Feb 20th the supervisor said i was not eligible to receive my check through the mail and in 20 BUSINESS DAYS it will be sent back to check and go or the irs he don't know which. I called back on March 20th and they had mailed the check to me and don't know why i haven't received it call back in 24 hrs the needed to get answers from somebody! I have called Netspend over 100 times trying to get help I've been told its nothing they can do, hung up on, and shown very little respect or empathy! This whole process has left me stressed, worried, and emotionally and financially unstabled! I called today and spoke to 4 different people they said my check has not been processed it will take 20 days (first rep) they just sent a check (second rep) will send you a check in 5-10 days and hung up on (SUPERVISOR) and they not sending me a check a check they will sent back to check and go or irs (3rd rep)! I was told there is no corporate number the call center is the only place i can call for help and i have to be transferred to a supervisor which reps refuse to do most of the time and will hang up in your face!! If you lucky you will get to speak to a supervisor but they cannot offer you any more help than the reps!! I don't the lack of help and solutions is acceptable for a company that handles people money!!

Desired Settlement: I will like my money back without having to wait another 20 days! I would like my full amount without them ta**** out additional fees!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. Ms. **** is requesting access to her funds before the 20 business day timeframe.

When Ms. ****** reported identity theft due to her account being compromised, our Risk Department closed the account and blocked all cards on February 10, 2015. A check for the remaining funds on the account was mailed to her address on February 20th. She called us on March 20th to inform us that she did not receive the check and on March 27th a refund check was mailed out to her address.

Our Risk Department also closed the card / account that Ms. **** put part of her tax refund on. A separate check for those funds was mailed on March 27th. She should receive both checks within 20 business days.

NetSpend regrets the inconvenience that Ms. **** experienced as a result of identity theft. We suggested that she reports this incident to the FTC (Federal Trade Commission) at *******************, or call ###-###-####. Ms. **** 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: Complaint: ********

I am rejecting this response because:
Again, the first compliant I filed was involved with identity theft I already contacted to resolve those issues my thing is if that was going to cause me not to be eligible for another netspend account why wasn't my account closed then instead of after y'all accepted my money?  It doesn't make sense that last deposit should not have been accepted! I told y'all about the identity theft issue in December and y'all wait until February to close the account?? And I've already called the ftc twice! They told me basically my issue is netspend! Anyhow it's going on three months of y'all holding my funds and til this day I don't have my money! Y'all should pay for a next day shipment of my check! 
Regards,

******* ****

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ******* ****. Ms. **** is requesting her funds be shipped to her by next day air.

As we stated in the previous response, two checks have been mailed to Ms. ****’s address on file. Our records show the checks have been received and cashed. Because of the reported identity theft, our Risk Department has closed all of her accounts with NetSpend.

NetSpend regrets the inconvenience that Ms. **** experienced while waiting on her checks. 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

5/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On February 23rd, 2015, I purchased hair extensions from a company that I purchased from previously. I specifically ordered hair extensions in the lengths of 12, 14, 16 inches and a 12 inch closure. The total amount for the products was approximately $196.00. It has been more than one month since I first ordered my shipment of goods and I have still not received my total package as I am missing items and the items that were shipped was not correct and was misrepresented to be longer lengths than they actually were. I filed a dispute with Netspend because the merchant that I ordered from has been non-responsive and uncooperative. I was advised that a provisional credit would issue within 10 business days. Upon the 10th business day, not only has the company failed to issue the provisional credit but they have arbitrarily and capriciously denied my credit without explanation. I have attempted several times yesterday and today to speak with someone in the Dispute department to explain to me the basis for the denial. I have been promised call-backs from a dispute representative by managers and customer service representatives in different departments. I was advised that the dispute department is "off-line" and not able to receive calls. I was also advised that I was not able to obtain a copy of the dispute department policy. I simply would like my money back as it is costing me more money to remedy a problem that did not originate with me.

Desired Settlement: Specifically, I would like the amount of money charged to me placed back on my card as I was advised by NetSpend

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. Ms. ***** states that she filed a disputes claim and did not receive a provisional credit. She’s requesting that the funds be placed back into her account.

On April 8th, I spoke with Ms. ***** to address her concerns regarding the dispute process.

We regret any inconvenience that Ms. ***** experienced. She has my contact information if she needs additional assistance.

Thank you,

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

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

I am rejecting this response because:

***** from the consumer dispute team is supposed to contact me today. I was advised by ***** that he will pull the call to find out what Customer Service advised me. Based on what I was advised determines whether or not the provisional credit will be issued or if the investigation will continue. I am still waiting for a return call from ***** and am not comfortable closing this claim based on this companies track record of non-timely responses.

Regards,

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

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *****. Ms. ***** states that she filed a disputes claim and did not receive a provisional credit. She’s requesting the funds be placed back into her account.

On April 8th, I spoke with Ms. ***** to address her concerns regarding the disputes process. After review or Ms. ****’s original conversation with our Customer Service, we confirmed that a provisional credit was never guaranteed. Our Disputes Team reviewed her claim and determined it did not qualify to receive a provisional credit while under investigation.

We regret any inconvenience that Ms. ***** experience with her dispute. We will do everything we can to assist her with getting this money returned.  She has my contact information if she needs additional assistance.

Thank you,

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

5/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: they keep allowing people to charge my card and then when I tell them about it they want me to file disputes and write to them about it and have to wait so many days for their conclusion. And when I ask them to return the money to me immediately they lie to me and say that that is something they aren't capable of doing and I know that they can because they have in the past. also lie to me and say they will block those same people from charging my card again and what happens a couple days later the same people hit me again and they don't want to return the money right away and tell me that they never said that they can block anyone from charging my card.. just in one week alone I lost about $50.00 from my card getting charged without authorization. I had used netspend for the past couple years and there were several times I had loaded money onto one of their cards and at least some of the money was gone before I could spend any of it the next day I est. I have lost around $300.00 to $400.00 because of them. and also found out that they have issued cards under my name and set up the accounts for them to cards which I never even ordered or had even received. Meaning they continue to put create cards and accounts in my name that I did not authorize. I had figured this out because I had forgotten my username and was guessing at it and was able to gain access to several accounts that I wasn't even aware of or had set up but there they were. Also they will issue a card and an account to anybody or anything. I have received cards with the most ridiculous things for names on them which are not in any way even a persons name.. Goes to show they do not research the people they are issuing cards to.. Another practice they have is they like to put you on hold for 1 to 2 hours then not do anything for u to resolve the issues you are having then ask to put u back on hold and hangs up on u.. usually have to call them at least 3 different times before im lucky enough to be placed on hold for an hour and a half. they haven't only continued to waist my time but more importantly my money... And who knows how many people are running around with a card that has my name on it. I want a list of every transaction from every card they have issued to me with the name *********** ****** or ***** ****** and I want to be refunded onto another card any card but a netspend card for every transactioni did not authorize.. And I don't want them using my name for anything or contacting me via email, phone, or any other way for anything

Desired Settlement: . I want a list of every transaction from every card they have issued to me with the name *********** ****** or ***** ****** and I want to be refunded onto another card any card but a netspend card for every transactioni did not authorize.. And I don't want them using my name for anything or contacting me via email, phone, or any other way for anything

Business Response: To Whom It May Concern:

We received complaint #******** filed with your office by ***** ******. Mr. ****** mentions there were unauthorized transactions on his account and is requesting a refund on a Non-NetSpend card.

I attempted to contact Mr. ****** to further discuss her concerns; however I was unable to speak with him.
We regret any inconvenience this may have caused her. Mr. ****** has been given 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 waiting to speak with them i have returned their phone call and waiting for a response now..
I am rejecting this response because:

Regards,

***** ******

Business Response:

To Whom It May Concern:

We received complaint #******** filed with your office by ***** ******. Mr. ****** mentions there were unauthorized transactions on his account and is requesting a refund on a non-NetSpend card.

I spoke to Mr. ****** on April 10, 2015 and addressed his concerns. We will be mailing him his account history for his records.

We apologize for any inconvenience Mr. ****** experienced with our product. He has been provided with my direct contact information in case he has any further questions.

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

5/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I don't even recall signing up let alone receiving one

Desired Settlement: 1500

Business Response:

Thursday, April 30, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ********* ** ****.  *** **** mentions receiving a card that she did not request and is requesting an explanation for the offer received.

I attempted to contact *** **** on April 29th and was unable to reach her. I sent *** **** an email on April 29th and 30th at the email listed on her complaint to address her concerns; however I have not received a response to get her card information. If *** **** contacts me, I will be glad to assist her further.

NetSpend regrets any inconvenience that our card offer has caused *** ****. She has my 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 I would like to know what you plan on doing to help this situation and to make sure it does not happen again to me or another person
.

Regards,

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

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom this may concern, We would like our money back. I didnt realize that you could send money to a fraudulent company using netspend without having hardly any information on the document. The money was sent to a client of yours whom has a Pay a bill account. We have not received the service and it appears as a fraudulent company. As you obviously have this client as one of your registered companies, please reverse the funds back to ***** ******* **** ** *** ******* ********* ***** ** *****. We request this to be immediately taken care of due to the lack of due diligence in your "pay a bill" quality assurance department. Respecfully, ***** ******* **** ** *** ******* ********* ***** ** ******

Desired Settlement: Please reverse the funds back to ***** ******* **** ** *** ******* ********* ***** ** ***** as your client collected our funds fraudulently.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *******. Mr. ******* states that a fraudulent charge was made while he tried to pay a bill. He wants the funds reversed.

NetSpend attempted to reach *** ******* by telephone and email. We did not locate a card / account matching the information he provided. When he contacts us with the necessary information we will assist with a dispute of the fraudulent charge.

We regret the inconvenience that *** ******* experienced while attempting to pay a bill. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

5/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I did my taxes approx Feb 27th received a email on march 6 saying my money was deposited to my netspend card that should arrive within 7-10 days called after waiting verified address checked with post office still have not received it.I have been waiting for a total of 3 cards within a month time frame I have tax money available and can't do anything about it

Desired Settlement: I want a new card sent out to my aternate address **** ******* ** ******* ** *****

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ****. *** **** states that he has not received his NetSpend card where he had his tax return deposited. He wants access to his money.

We contacted *** **** on April 27, 2015 to confirm his address. He no longer had the previous NetSpend cards that he received in previous years. We rushed another card order to his address on file. He will get the new card in two days.

We regret the inconvenience that *** **** experienced while trying to receive his recent card. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My daughter age 13 has received a Master Card from Brinks Money. I have made attempts to contact the phone number in small print ###-###-####, numerous times, which one person says something else the company is, and what sounds like a recording and tells me she can't here me, the next puts me on hold several times, and lastly the other just sits there as I am trying to reach a live receiver on the telephone to inquire about how this organization, received private information regarding my daughter. No answer, no response and a waist of time. I am very bothered by this as my daughter is a minor! I will not activate this card but need to find out how this has gotten out in these peoples hands and stop it!

Desired Settlement: this will need a telephone contact to me, a letter of confirmation, removal if any on my daughters credit report and how this information has gotten to this organization.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ** *******. *** ******* states that she received a card in the mail for her 13 year old daughter that she did not order.  She wants to stop receiving these cards and wants to know where Netspend received her daughter’s information.

NetSpend works with third party marketing partners that provide us with information for consumers who may be interested in a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated.

I spoke with *** ******* on April 27th and confirmed that our records have been updated, we will not send any additional card offers to the name and address matching the offer that *** ******* received.  We regret any inconvenience this may have caused her and her daughter. *** ******* has my contact information should she have any additional questions or concerns. 

Thank you,

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

5/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted customer service numerous times and everytime I ask to speak with a supervisor I am placed on hold for over an hour and never resolves the issue they continue to talk after you ask to speak with upper management and they already charge wayyyy too may fees just to get paid 2 days before your pay day which is ridiculous and I have filed disputes with netspend and it does not take over 60 days to process a dispute claim at the most 30 days I have called them too many times and still my dispute has not been resolved that company needs to be shut down.

Desired Settlement: I want my money back it does not take 60 days for a dispute to be completed.

Business Response:

Friday, April 24, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *********.  *** ********* states that the dispute process is too long and she would like her money back.  
 
On March 2, 2015 *** ********* disputed a transaction with ******** *********.  We informed her that we would give an update on the claim within ten business days, March 16th.  On that day, we updated the claim with the final deadline date of May 1st.  No provisional credit was issued due to this being an authorized charge, in which  *** ********* gave the card number to the merchant.  The disputes timeframe allows the merchant adequate time to respond to the claim against them. 

NetSpend understands the disputes process can be lengthy.  We appreciate *** *********’s patience as we attempt to retrieve her funds from the merchant.  She has been given my contact information should she have any further questions or concerns.

Thank you,

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

5/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The packaging of product is very misleading. I have call the very rude customer servive about misleading charges and have recorded conversation. No resolution to overcharges. Asked for refund and was denied. Explained the law on " cool of period" do to the fact I had card activated 1 hour. Also feel packaging is Material Breach of Contract becouse you cant open it to read their fees. Was told card purchase of 4.95 at authorized deaker included first month fee. This is wrong Big buisness taking advantafe of hard working people.

Desired Settlement: Send this card back to them and a refund of activation and monthly charge.

Business Response: Friday, April 24, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******.  **** ****** states that the packaging for the card was misleading. She was told the purchase price would include the first month’s fee.  She wants the monthly fee refunded. 

We contacted **** ****** and her husband on April 24, 2015.  We resolved their issue during the conversation.  Our packaging indicates the card fees and other useful information viewable before the purchase of the card. 

We regret the ******’s received incorrect information from the independent distributor concerning the monthly fee on our card.  Should they have any additional questions they can reach us at the toll free number ###-###-####.

Thank you,

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

5/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to issue my refund on a closed account

Desired Settlement: Better customers service

Business Response: Friday, April 24, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *****.  *** ***** states that she wants the refund from her closed account. 

New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. *** *******’s account was closed by our Risk Management Department on April 16, 2015.  The details that triggered the closure are kept internal for security reasons. We sent a check for the remaining funds on *** *****’ account on April 24th to the address on the account.  She has fifteen separate disputes claims that are still in progress at the time of the account closure.  If these claims are successful in returning funds to the account, we will mail her subsequent checks for those funds. 

NetSpend regrets the inconvenience that *** ***** experienced while waiting for her disputes claim to be settled.  We appreciate her patience as we attempt to retrieve her funds from the merchants.  She has been given my contact information should she have any further questions or concerns.

Thank you,

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

5/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I set up direct depisit on. or about 04/08/15 for a large sum which they said I could do provuded the VA Admin emailed written. verification. On 04/14/15 monies were sent for deposit . Netzpend stated. they neede a fax not email I/VA complied. Then they said they needed verbal verrfcation an the money wold be returned. to Dept Of treasury 04/19/15 if they could not get it. I repeatiedly ask fpr a Spurrvisor or Mng and was told they were toi busy. they hung up on me several times an repeated their scrupt leavubg meIn the darkAbout the status of my account.They then refusedto answer aaany questuons or solution. VA sent a second vetification via fax.u They put my acxount in negative and srnt me email offerin m premier Acct online banking ect. but depisited nine of the money sent then said you can just reject thee deposiit an we wiill send itback in six dsys back. in 6 days..

Desired Settlement: Release my deposit to my sccount. I am no stranger I have been banking with them 8 Yearws.

Business Response: Friday, April 24, 2015

To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****.  *** **** states that her direct deposit is being held until it can be verified.  She wants the deposit to be released or returned to the US Treasury.   

We contacted *** **** on April 24, 2015 and informed her that the pending funds had posted to her account.  We assisted her with the use of her card and explained options available on her account.

NetSpend regrets the inconvenience that *** **** experienced while waiting on the review of her deposit.  She has been given my contact information should she have any further questions or concerns.

Thank you,

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

5/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I've contacted Netspend due to an unauthorized credit charge to my bank. What they did to resolve this was block my Only card that I use for my expenses and told me that they can't file a dispute until the unauthorized charged is taken from my account, then I, the customer will have to call back to file one, when I have already notified them about it. They also told me that I won't receive a new card until 7-10 business days or I can pay $25 for me to expedite my delivery of my card. But what if the person that did the unauthorized purchase used up everything from my account, I would have been stuck waiting for a new card for 2 weeks. Asked them why do I get charged $25 for their policy to receive a card rush delivery.

Desired Settlement: Look into changing their policy of charging there customers for a rush delivery on a new card since they don't have an actual business you can go to and pick up a temporary card. It will help the customer have a little relief knowing that a New card is being rushed without us having to do anything. Customers shouldn't have to wait til their money is really taken out to file a dispute. Netspend should be the ones to wait til its out and they should file the dispute after I have already notified them. My actual desired outcome is to have them dispute the unauthorized charge and to place the $25 charge for rush delivery back into my account.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** *******. *** ******* states that her card was used for unauthorized charges and a block was placed on it to prevent future transactions. She wants the disputed funds returned and a refund for the rushed card fee.

On April 23, 2015 we contacted *** ******* and she informed us that her issued is resolved. NetSpend regrets the inconvenience that *** ******* experienced while waiting for her disputes claim to be settled. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

5/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two fraudulent transactions were processed through my NetSpend Mastercard on 3/30/2015 at 1:50 and 2:00 AM in San Francisco, CA. I reside in Austin, TX and my card was physically in my wallet at my residence. The card number was compromised while I slept. I called NetSpend on Monday, 3/30/2015 to report these fraudulent transactions and my card was blocked and reported stolen. A new card was mailed out to me. The original Customer Service representative informed me that NetSpend cannot do anything until the Pending Transaction has been posted. This is the first practice that makes no sense. So she asked me to call back on Friday, 4/3/2015, to begin a Claim. The reference number given to me on 3/30/2015 was #**********. The claim number given to me on Friday, 4/3/2015, is #*******. When I spoke to the second Customer Service representative on Friday, 4/3/2015, I was told to provide documentation (a letter disputing the transactions, the exact nature of the dispute, the police report, if made and available), which I provided by email on 4/3/2015. I was also told it would take 10 business days to receive a response to this dispute. I called on 4/16/2015, at 10:08 AM, and spoke first to ******, who was unable to give me information regarding my claim. Her response was "you will receive an email from our Dispute department within 10 business days, which is 4/17/2015." I asked her to transfer me to a supervisor. I was kept on hold for 50 minutes and, finally, a supervisor by the name of ******* came on the line and proceeded to tell me the exact same thing ******, the CSR, told me. When I asked for *******'s manager, she informed me she was the highest authority. I doubted that information and asked her again to transfer me to her manager. I also asked if I could speak to someone in the Dispute Department, which she denied. She said no one speaks to the Dispute Analysts. I asked if there is no one that could give me any information that would be helpful and hung up, extremely frustrated.

Desired Settlement: I wanted to know two things: 1. Will I be receiving a credit for the fraudulent use of my card, the amount was $261 and change. 2. When will this credit be on my account. That's all I want to know. And I probably will find out tomorrow, 4/17/2015, but it is simple information, that could be given 1 business day prior, but this company was not budging.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** *********. *** ********* states that fraudulent charges occurred on his card and he wants the funds returned.

On April 3, 2015 *** ********* disputed two unauthorized charges on his card. We informed him that an update on his claim would be given in ten business days, April 17th. On that day we credited his account for the disputed charges.

NetSpend understands the dispute process is lengthy. We appreciate *** *********’s patience as we attempted to retrieve his funds. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

5/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They took 597 from my card,I filled a dispute they sent a letter and said I won bit wont refund my monies

Desired Settlement: I just want all monies that we lost in this transaction 303 266 and 27. Total of 597

Business Response: ********To Whom It May Concern:

We received complaint * ******** filed with your office by ********** *******. *** ******* states that she filed a disputes claim because a total of $597 was taken from her account. She wants her money back.

On February 5, 2015 *** ******* used an ATM to withdraw $303.00. Two hours later the ATM owner credited back the $303.00 to her card balance. The ATM owner reversed that credit on March 11th causing *** *******’s account to go into a negative balance of $(299.17). When her next deposits were posted to the account for $27.92 and $266.02, it went towards the negative balance.

We received a call from *** ******* on March 18th to dispute the original ATM transaction for $303.00. We closed the claim as no error found. The merchant has already indicated the funds were dispensed. No funds were recouped from the ATM owner. We informed *** ******* to contact the merchant directly.

NetSpend regrets the inconvenience that *** ******* experienced with the ATM credit reversal. She has been given our contact information should she have any additional question or concerns.


Thank you,

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

Consumer Response: Complaint: 10573130

I am rejecting this response because:it caused me a deal of debt because of the mistake they made,I have contacted all parties involved and nothing has occurred they sent a letter and said I would receive a refund and still nothing.ive spoke with several different people

Regards,

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

Business Response:

To Whom It May Concern:

We received a rebuttal complaint * ******** filed with your office by ********** *******. *** ******* states that she contacted all the parties involved but she did not get a refund. She wants a refund for the disputed ATM transaction.

As we stated in our previous response the ATM owner reversed an earlier credit from *** *******’s card. She will have to address this with the ATM owner since they have already indicated the funds belong to them.

NetSpend regrets the inconvenience that *** ******* experienced with the ATM credit reversal. She has been given our contact information should she have any additional question or concerns.


Thank you,

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

Consumer Response: Complaint: 1*******

I am rejecting this response because:I never got a refund

Regards,

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

5/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used my card at an atm and found out I was the victim of a skimming device. I filed the claim with the police AND netspend. I was told both online and over the phone I would receive a credit to my account regardless of the outcome of netpend's investigation. Here it is a month and the day netspend said I would receive a credit they blocked my card and account! I am outraged I have faced eviction and am now homeless due to this ordeal! I demand my money back!

Desired Settlement: A refund in either a check or my card to be unblocked with my money refunded!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *******. She states that her account was closed due to a fraudulent transaction. She is requesting the funds from her account be released immediately.

*** ******* opened a disputes claim on March 4th for an over the counter cash advance. The merchant was able to respond to the dispute claim with documentation validating the charge. Due to the claim activity our Risk Management Team processed a closure of the account on April 1st.Our Risk Team regularly reviews high-risk and negative accounts and can close them at our discretion.

We sincerely apologize for any inconvenience this may have caused *********** We have attempted to reach her at the information provided, but we were unable to speak with her. She has been provided 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: I have a report I filed that shows this was not a transaction on my behalf! Not once did the investigation require me to send in anything to prove my case! To make matters worse they CLOSE MY ACCOUNT! This is the worst company ever!

Regards,

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

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ********* *******. She states that her account was closed due to a fraudulent transaction. She is requesting the funds from her account be released immediately.

As previously stated, the merchant was able to respond to the dispute claim with documentation validating the charge. Due to the claim activity our Risk Management Team processed a closure of the account on April 1st.Our Risk Team regularly reviews high-risk and negative accounts and can close them at our discretion.

We sincerely apologize for any inconvenience this may have caused *********** We have attempted to reach her at the information provided, but we were unable to speak with her. She has been provided 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:

This company is practicing illegal account closures.  MY account never had a negative balance! And I would be willing to take my case to the attorney general if need be. 

Regards,

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

5/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Through the course of February 2015 there were about $4000 worth of fraudulent charges against my card. I filed a complaint on March 3rd and was told to wait 20 business days. I found this odd but complied. Today, March 31st...20 days later I tried to log into my online account and found it blocked. I contacted Netspend who informed me my account had been closed due to fraudulent reasons. They would not give me an explanation on why they allowed $4000 worth of charges (weirdly enough right after my direct deposit hit) and will not provide an explanation

Desired Settlement: I expect full restitution of the amount fraudulently stolen from me

Business Response: To Whom It May Concern:

We received complaint * ******** filed with your office by ****** **********. *** ********** states that fraudulent charges initiated on his card and he disputed them. He wants full restitution for the disputed charges.

On March 3, 2015 *** ********** disputed 12 transactions that occurred over a three week period. Since his account was new, we provided him with an update on the twentieth business day, March 31st. His disputes claim was closed by our Disputes Department as no error found on the transactions disputed. A closure letter concluding his disputes claim was mailed to his address.

We regret that the disputes decision was not in *** **********’s favor. He has been given our contact information should he have any additional questions or concerns.


Thank you,

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

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

I am rejecting this response because:

I understand that their "investigation was rejected, as I received the attached document.  What I am not accepting is the way or legitimacy in which said investigation was conducted.

I have called Netspend 5 times since receiving this letter and every time I ask for the "documentation" that this letter states I can receive I am transferred around, put on hold, and eventually hung up on.

I would like to see the reasoning behind not honoring my claim.

Looking at the origin of these charges shows they were all made overseas, to companies I can not trace down....nor do I have any idea what the companies are.

It is pretty obvious to me that the company is just trying to push this under the rug as they have no control over what is going on.

I would still like this full amount back as it is fraudulent charges

Regards,
****** **********

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by ****** **********. *** ********** states that he asked for documentation concerning his closed disputes claim. He wants the reason why his disputes claim was closed.

As we stated in our last response *** **********’s disputes claim was closed with no error found. His request to send documents has been received by the Disputes Department. They will mail the documents to the address on file. 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

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

I am rejecting this response because:   I have not been provided supporting documentation.  It has been a month since I have requested it.  Also I do have contact info, but I cannot contact them as I am hung up on every time I call.   The company is clearly trying to have me just forget this.  I do not think an investigation was ever done. The presumption they think I made purchases for numerous foreign companies is ludicrus.   

Regards,

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

5/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a credit card in the mail from net Spend. Since I had never applied for the card or heard of the company, I was naturally concerned. They sent me an actual card with a raised credit card # and an exp date and csc number The card had an activation number and a customer service number. I did not call to activate the card, since I knew this was fraudulent (I never applied for it) , furthermore while the company had my correct mailing address it was using my former married name instead of my current name. Therefore, I called the customer service number on the back of the card ###-###-####. There was no option to continue the call to customer service without entering the card number, which I did. The company then illegally phished for my social security number and birthdate. Only by repeatedly pressing the * button and 0 was I finally transferred to a customer service representative. I requested to speak to a manager who told me she would forward me to the fraud department. I waited on hold for about 40 minutes and then called back. I repeated the procedure and was eventually transferred to a supervisor named ******. He did not forward me to the fraud department, despite my request. He told me that it wasn't really a credit card (despite the fact that by all appearances and the request for activation) and simply told me not to worry about it. I believe that this was an attempt at identity theft due to the fact that the company phished for my information, would not let me speak to anyone in their fraud department (if that indeed exists) and would not do anything to show that I had never requested the card. They offered to close it if I gave them more personal information and I told them that they could not close an account that I had never applied for or requested and was therefore opened fraudulently. Since it became apparent that the company would do nothing to satisfy my concern about this card which was issued to me I informed them that I would be reporting their actions to the Better Business Bureau and the Attorney General's Office. I was told to go ahead and do so. I am concerned because this company has not done anything to assure me that this card will be dealt with as never being requested or opened. I am also concerned because the paperwork that accompanied the card requested personal information to transfer bank funds and/or my paycheck to this card. I am not sure what all the legalities concerning credit cards that are opened against the will of the person named on the card, but this appears to me to me illegal and concerns me greatly because of the prevalence of companies that phish for personal data and the prevalence of identity theft.

Desired Settlement: I want a letter from the company acknowledging that I never applied for or requested the card. I want the account to be removed. I want to make sure that this account does not appear as a credit request or credit authorized on my personal credit report. I want to make sure that this company does not use any information it has to defraud me in any other way. Contact info on paperwork- netSpend ** *** **** ******* ** *****

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******** *******. **** ******* states that she received a card in the mail that she did not order. She wants a letter stating she did not order the card and she does not want her information used to defraud her in any way.

NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved in the offer or activation and there are no forms to fill out.

Our records have been updated so that we will not send any additional card offers to the name and address matching the offer that **** ******* received. We regret any inconvenience this may have caused her. **** ******* has been given 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,

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

5/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE BEEN DEALING WITH THIS PROBLEM FOR OVER A YEAR AND THE NETSPEND/ ******** PEOPLE HAVE NOT DID ANYTHING ABOUT THE PROBLEM. MY HUSBAND AND I HAVE TWO DIFFERENT CARDS AND THE MONEY WAS TAKEN OFF OUR CARDS WE HAVE BEEN TALKING TO THE COMPANY AND THEY WAS SUPPOSE TO PUT THE MONEY BACK ON OUR CARDS. THE AMOUNT OF MONEY TAKEN FROM MY HUSBAND CARD WAS 950.00 AND THE AMOUNT TAKEN FROM MY CARD WAS 900.00 I HAVE SENT PAPERS TO THE DISPUTE BOARD AND HAVE NOT HEARD ANYTHING FROM THEM. I HAVE FILED A POLICE REPORT. THIS HAS PUT ME IN A BIND WITH MY BILLS AND OTHER FINANCES THEY HAVE BEEN GIVING ME THE RUN AROUND FOR A YEAR THIS HAS BEEN GOING ON SINCE MARCH OF 2014 AND I NEED MY MONEY BACK AS WELL AS MY HUSBAND. THEY TOLD US TO CANCEL THE CARDS AND THEY SENT NEW CARDS. THEY MUST THINK I AM DUMB AND WILL PUT MONEY ON THESE CARDS FOR THEM TO TAKE IT AGAIN.I NEED SOME HELP WITH THIS ISSUE

Desired Settlement: MY HUSBAND REFUND SHOULD BE 950.00 AND MIND IS 900.00 THATS ALL I WANT BACK

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by **** and ********* *********. The *********’s are stating they want a refund for money taken from their cards.

On May 9, 2014 Mrs. ********* disputed four transactions on her NetSpend card. We paid out her disputes claim in full on May 23, 2014 crediting the account $46.78. Mr. ********* disputed seven transactions on May 8, 2014. We paid out his claim minus a $50.00 liability, $167.72, on May 22, 2014. After the credits the *********’s utilized their replacement cards to complete transactions to spend those funds.

We received a document from Mrs. ********* on February 25, 2015. The police report was dated February 16, 2015 and a notarized affidavit was dated February 20, 2015. Our Disputes Department notated the account that this was received out of timeframe for the previously closed claims.

NetSpend regrets that the *********’s experienced difficulty in filing their disputes claim. We have given them our contact information should they have additional questions or concerns.


Thank you,

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

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

I am rejecting this response because: THEY GAVE REPLACEMENT CARDS AND THEY ARE STATING THAT WE WERE PAID THE MONEY AND THEY ARE SAYING THAT WE GOT THIS MONEY BACK AND WE HAVE NOT GOTTEN ANYTHING THEY HAVE PUT 2.50 ON MY HUSBAND CARD AND HAVE NOT PUT ANYTHING ON MY CARD WE HAVE BEEN GOING THROUGH THIS FOR THE LAST YEAR AND NOONE HAS TAKEN THE TIME TO FIND OUT ABOUT THE MONEY THAT WAS MISSING FROM THE CARDS. I HAVE TALKED TO SO MANY DIFFERENT PEOPLE WITH NET SPEND ABOUT THIS MATTER AND IT SEEMS LIKE THEY CAN DO WHAT THEY WANT WITH PEOPLE MONEY BUT SOMETHING NEEDS TO BE DID ABOUT THIS MATTER AND THEY ARE SAYING THAT MY CARD ONLY HAD 48.00 ON IT AND THAT MY HUSBAND HAD 167.OO MINUS 50.00 ON THE CARD AND I HAVE RECEIPTS THAT SAYS SOMETHING TOTALLY DIFFERENT I THINK AND ALSO OTHER PEOPLE THINK IT IS A INSIDE JOB WITH THE PEOPLE THAT WORKS FOR THE PLACES THAT LOADS THE CARDS I AM ON A FIXED INCOME AND DONT HAVE MONEY TO BE GIVING AWAY LIKE THAT I HAVE GOTTEN BEHIND IN MY BILLS BEHIND THIS AND THEY STILL SAYING THAT WE GOT THE MONEY REPLACED AND THAT THE TIME LIMIT. I HAVE BEEN DEALING WITH THIS MATTER FOR THE ENTIRE TIME

Regards,

****/********* *********. 

Business Response: To Whom It May Concern:

We received a rebuttal complaint # ******** filed with your office by **** and ********* *********. The *********’s are stating they have receipts that show a different disputed amount.

As we stated in our last response we paid the disputes claims for the items that the *********’s filed in May 9, 2014. They presented other items to dispute on February 25, 2015. This letter of dispute was out of timeframe for transactions that occurred in March 5, 2014. It was more than 350 days since the charges in the letter were made. According to the regulations governing Electronic Funds Transfers, we are unable to recover funds from the merchant beyond the 120 day timeframe through the Disputes Process.

NetSpend regrets that the *********’s did not file the disputes claim within the allotted timeframe. We have given them our contact information should they 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,

****/********* *********

5/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/2/2005, I made a purchase from *********** for $439.00 plus there was a $15.00 foreign transaction fee added to my total. On 5/3/2005, *********** cancelled my order and promised a prompt refund. On 5/5/2005, I contacted Netspend and initiated a dispute, which they told me would take up to 10 business days. It is now 14 business days without resolution, and now Netspend is claiming it takes up to 90 days.

Desired Settlement: Credit to my prepaid card

Business Response:

To Whom It May Concern:
 
We received a rebuttal complaint # ******** filed with your office by ****** *****.  He mentions that a merchant had promised a cancellation of purchase on his NetSpend card, promising a refund but NetSpend is holding the funds for 90 days. He would like his funds reimbursed.  
 
On March 2nd, 2015 *** ***** made a transaction from ***********, a merchant located in Melbourne, Australia. *** ***** mentions that the merchant can no longer provide the product(s) to him and have cancelled the order. We has not received any reversal of charges on his account. *** ***** opened the dispute for the transaction on March 5th.
 
NetSpend regrets any inconvenience *** ***** has experienced while trying to resolve this matter. 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 April 2nd, I have spoken with *** ***** regarding his dispute claim. I have also received the merchant documents from him and will they will be reviewed to find a resolution for his disputed claim. At this time I work with *** ***** to find a resolution on this matter, he has my contact information should he need further assistance.
 
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,
if it leads to a prompt reversal of the charges in question.

Regards,

****** *****

Consumer Response:  

From: ****** ***** [mailto:******************]
Sent: Thursday, April 09, 2015 11:14 AM
To: info
Subject: Complaint ID: ********

 

Since your premature letter of acceptance, before my complaint was even resolved, Netspend has stopped responding to my emails and has left my complaint unresolved. It seems like they know how to "game" your system without actually doing anything, and the consumer is left holding the bag. Are you actually interested in helping consumers, or just padding your numbers? I have a legitimate complaint, and I need your help!

Thank you, 

****** *****

Business Response:

To Whom It May Concern:
 
We received an additional complaint # ******** from ****** *****. *** ***** mentions that we did not resolve his issue and failed to respond to emails about his dispute claim. The dispute is currently open and he would like a resolution for his foreign transaction.
 
*** ***** had submitted an email indicating that *********** was to issue a refund because they had canceled his order. I advised him that merchant refunds can be placed on the account typically in 3-5 business days once reversed. As of today, April 17th,we have not received a refund from *********** on his account.
 
He states *********** no longer has the funds and have sent them to NetSpend, this is called the chargeback process. In most cases the merchant will claim that the money has been refunded, however it stays in a pending state until the 90 day foreign transaction deadline is reached, which is June 24th. As of this time, NetSpend does not have access to these funds, nor an update on the dispute.
 
We do regret the inconvenience for *** ***** and are willing to provide any update on his dispute as soon as one is available. He has my contact information should he need further assistance.
 
Thank you,

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

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

I am rejecting this response because: This whole thing has been a runaround on the part of both *********** and NetSpend.
It seems as though neither company is willing to credit my account with a legitimate refund for a product I never received and
for an order that was cancelled by *********** themselves. This is about as close to theft of my funds as a company can get. Netspend
has received all my email correspondence with ***********, and I see no reason for the 90 day delay in crediting my account. This
is the worst customer service I have ever experienced.

Regards,

****** *****

5/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: bought a netspend in first week of February at cvs on *** ************* ** for 120.00 to pay cable bill the card was inactive so I called to activate it. during the call I was asked to send a copy of my id and ss card over the phone I refused and asked them to refund my money they told me it takes 20 business days I have waited the 20 days called and been told my check was sent and returned no one has returned a check or any other mail from this address through phone conversation it has been established the check was never sent. I placed another call to their customer service number as before was placed on hold for at least 1 hr or more after being told I would be speaking to a supervisor I waited over the time limit double time and feel like I should be compensated with my money immediately not within in 20 days but 24 hours ive been inconvenienced long enough their customer service sucks

Desired Settlement: need my money refunded

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ******. *** ****** states that he purchased a NetSpend card to pay a bill but could not activate the card. He wants his money refunded.

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 April 22, 2015 we attempted to contact *** ****** at the telephone number and email address provided. There was not enough information given to locate a card / account matching the details in his complaint. When he contacts us, we will assist him further.

NetSpend regrets the inconvenience that *** ****** experienced while attempting to activate his card. He has been given my contact information should he have any further questions or concerns.


Thank you,

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

5/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Unfortunately I was detained and during that time of incarceration my card was used. Obviously I couldn't have made the purchases. I reported the charges, provided proof of my situation, yet net spend did nothing to reverse the charges. Their alleged dispute department has no number and customer service has no information. All I get is the run around and told to call back. When I call back I get told the same thing. I tried email. They thank me for contacting them and apologize for my frustration yet still offer no solution.

Desired Settlement: I would like them to help me retrieve the hundreds of dollars in which was stolen from me

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* ******. *** ****** states that there were unauthorized transactions on her account while she was incarcerated. She wants to recover her stolen funds.

On April 1, 2015 *** ****** submitted a disputes claim through the online account center. When she called the next day, we informed her that the claim would be updated within ten business days, April 15th. At that time we ordered her a replacement card and told her a letter of disputes would be helpful in explaining why she was disputing the items. We received her letter of disputes on April 15th. That afternoon we credited her account for the disputed items.

NetSpend regrets the inconvenience *** ****** experienced as a result of her card being misused. 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

5/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My Netspend account was closed for unknown reason in feb 2015 same month I got my tax refund deposited into account they gave me no reason for closing and told me they would mail me refund checks with the balance I had on my card and money that I was getting back from chargeback and disputes I filed its now April 15 2015 and no refund checks nothing I call every day and they tell me same thing have 20 days to get your refund checks well it's been over 2 months and when I ask to b transferred to a supervisor they put me on hold for over 2 hours and hang up on me I just want the money I had in my account this is ridiculous

Desired Settlement: I just want my money that I had in the account I been waiting for 900$ of mine that they won't give me I have 4 kids and it's hard I even asked for a prepaid card I just want someone to help me thank you

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. *** ********* states that her account was closed in February and she is still waiting on her check. She wants the money from her account.

On February 12, 2015, NetSpend Risk Department closed *** *********’s account. We mailed her a check for the remaining funds on February 25th. She had three separate disputes claims that were in progress at the time of the account closure. As each one of those claims finalized, we mailed the recovered funds to *** *********.

We confirmed with *** ********* that she received the check after the closure of the first disputes claim on April 22nd. Our accounting group informed me that all three checks, sent at the closure of the disputes claims, were cashed at the same facility. We emailed copies of the cashed checks to *** ********* the same day.

NetSpend regrets the inconvenience that *** ********* experienced while waiting for us to recover the funds for her disputes claims. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

5/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a mailing in which I thought was for my new job, I called to set my direct deport account for my payroll and they asked me to send proof of who I am; Copy of my w2 forms' card and driver license. I sent this to them and when I took the paper that told me to give to my employer they advised me that they did not use this company for payroll. I then called and they advised me they never received my email with the document. I advised them that I called the number on the back of my card and the care was active. I asked them to close the account and to destroy my documents. The said they cant because the account was never opened and they did not have my document's. I called back and spoke with ********* and she found my account and stated it would be closed. I asked to speak with a supervisor and spoke with *** **** and ****** and they both advised me that If I could not give them my ssn that they could not help me. At this time the hung up on me.

Desired Settlement: Want to make sure that this is not a scam and I am afraid they may try to use my information to open other account and steal my identity.

Business Response:

To Whom It May Concern:

We received complaint # ******** filed with your office by **** ******. *** ****** mentions he was asked to send in verifying documents.  *** ****** further states his employer advised him they do not use Netspend for their payroll deposits.

On April 16th I attempted to contact *** ****** by phone at the number we have on file for him. I was unable to reach him or leave a message. I sent him an email as well with my contact information, but have not received a response. I attempted to contact *** ****** by phone again on April 19th and 20th, but have not been able to reach him. If I receive a response from *** ******, I **** be glad to address his concerns.

We can confirm that the account for *** ****** has been closed.  Any documents that are sent into us are stored in a secure environment with limited access.  We can assure *** ****** that his personal information is protected.

We regret the inconvenience that *** ****** has experienced. He has my contact information if she any further questions. 

Thank you,

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

5/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a pre-paid netspend visa on 4/12/15 and loaded $100 on it at the store i bought it from. I attempted to activate the card when I got home and received a contact customer service message. Due to the time i was told to call back in the morning when they opened because Netspend put a hold on the card for $61.52 on a balance they say I owed on a pay pal card that i reported stolen over a year ago. There was no negative balance when i reported it to pay pal. On 4/13/15, I was told by a female supervisor at 9:30 that morning, they would remove the hold and activate my card within four hours and they would not take any money off my card and i should pay that $61.52 within 7 days or my card would be on hold again. well after talking to, *******, ***, ******, ****, ******, and ****, the card was activated on 4/14/15 at 1:44pm with a balance of $38.48 Netspend stole $61.52 from my card and wouldnt even tell me what the $61.52 was on the other account. I was also hung up on and told, pretty much to bad. ****** even threatened to close my account and send me a check i wouldnt get for 20 days. 3 days I went rounds with customer service and they still didnt do what they origanally said.

Desired Settlement: Netspend needs to refund my $61.52 because I was initially told my $100 would remain on the card. The fact that I reported that card stolen a year ago with pay pal, and had the account shut down, I am not responsible for any charges that wasnt there when I reported it stolen.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ****** ****.  *** **** states that we transferred money from his new account to cover a negative balance he owed on a previous account. 

I spoke with *** **** on April 21st to address his concerns. Our Recoveries Team credited his funds back to his new account. I informed *** **** of this.

We regret the inconvenience that *** **** experienced when trying use his card again. He has my contact information should he have any additional questions or concerns. 

Thank you,

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

5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was double charged by my Energy Company ( ***** ****** ). I called to get a refund and was told to contact my financial institution. I contacted Netspend to file a Dispute. Netspend ask me to write a letter explaining what happened and provide more information about the situation. I felt what they were asking for was excessive and since the double charge was going to a bill I would have to pay anyways, it could just stay there. So, I didn't send any letter or documentation to Netspend for them to move forward with the Dispute. However, they moved forward with the Dispute without the information they asked me for. One month later I get a phone call from ***** ****** saying I had a past due balance, because they were contacted by my financial institution requesting a refund. The refund was done by ***** but hasn't been credited back to my account. Netspend ask me to send proof of the refund transaction from *****. I requested a Payment History Document from *****. Once they sent it to me I faxed the document to Netspend, highlighting the transaction dates and amounts for everything in question. They acknowledge receipt of the documents, but still haven't credited my account with the refund. This all started on 03/14/15 and it is now 04/27/15. There hasn't been a Customer Service Rep for Netspend that can explain to me what is taking so long. I have been with Netspend for 3 years and I am Extremely Disappointed in the handling of this situation. I am considering closing my account and taking my business some where else once this is all taken care of.

Desired Settlement: Reimbursement of my funds in full ASAP.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ******* *****. *** ***** states that his dispute was processed even though he did not send in a written letter. Since the merchant told him they refunded the money, he wants the credit as soon as possible.

On May 5, 2015 we spoke with *** ***** and explained the disputes process. When the transaction is disputed, the funds are taken from the merchant until the disputes claim is finalized. During the disputes timeframe the merchant can present documents to validate the reason for the transaction. If no validation is made by the merchant for the funds in question, the money is returned to the cardholder the next business day after the final claim date. *** ***** received the credit for his disputes claim on April 28th.

NetSpend understands the disputes process can be a lengthy one. We appreciate *** *****’ patience while we retrieved his funds from the merchant. Should he have any additional questions he can reach us at 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
******* *****

5/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Have a prepaid Netspend card! Every single time I go to load the cashier tells me I am in negative 3.00!? Then when I get home and try to contact them threw my account they always have it locked so of course I have to call them which they charge!!! It happened today4-24-15 and last Friday as well 4-17-15! When I email them they never respond till 4 or 5 days later! I think this card is a scam and should be shut down they don't care about their customers only taken our money!!!!:( thank u

Desired Settlement: It don't matter I'm never using this card again and my family and friends have them as well all together 3 people and they are throwing and cutting their cards up as well!

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** *********. *** ********* states that she has a negative balance each time she puts cash on her card. She does not want to use the card anymore.

On May 1, 2015 we contacted *** ********* to assist with viewing her transactions. She informed us that she knows how to get online now. We reviewed all the transactions on her account and it showed merchant transactions and fees as a result of her being on the Pay As You Go Plan. Our cardholder’s do have the option to upgrade their fee plan to the Fee Advantage Plan for a monthly dollar amount. This plan waives PIN and signature transactions.

Because it’s important for our cardholder’s to be aware of their account balance at all times, we offer free services to allow them to view their balance such as Anytime Alerts that provides the account balance to a cell phone or email address. We also have a website, **************** that provides the same information 24 hours a day. We do have a toll free number, ###-###-#### where are cardholders can be assisted by representatives between the hours of 8 am and 10 pm CST Monday – Friday. On the weekend our customer service can be reached between 8am – 8pm CST.

NetSpend regrets the inconvenience that *** ******* experienced while using her card. She has been given my contact information should she have any further questions or concerns.

Thank you,

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

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

I am rejecting this response because I think this card or "bussines" is a scam!  Why call back when all u get is a person that barely specks English and can't understand and they're always rude!! This hole thing is bs!!! And y'all know it
Regards,

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

5/5/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is the transcript that I had to be the one to compile, since the company site did not have any of these organised in a reviewable format: -----Hello NetSpend Customer,Thank you for submitting your Dispute online. The information you provided has been received and attached to your claim. For any future messages, please reference your claim number ******* to ensure a timely response to your inquiry.Feel free to contact our offices at ****************************** if you have any questions or concerns.Thank you,NetSpend Dispute ResolutionOpen Mon thru Friday 8:00 am to 5:00 pm CSTEstimado cliente de Netspend,Gracias por iniciar su reclamo. La informacion que usted envio fue recibida y agregada a su reclamo. En el futuro, si desea comunicarse concerniente el reclamo, favor de referirse al numero del reclamo ******* para recibir una respuesta oportuna a su pregunta.Por cualquier asunto, favor de comunicarse al oficina ******************************.Muchas Gracias,Departamento de Resolucion de NetSpendHorario de Atencion: Lunes a Viernes de 8:00 am a 5:00 pm hora central (CST) A: Hello, I cannot call you to resolve this because my issue is costing me access to my phone. I had enough on my card to pay for the repairs on my broken cell and the next month of my pay as you go plan, but a charge I did not authorize nor receive anything for took a portion of the necessary funds. I attempted to dispute a charge on my account today, both with the company that charged me and with you, but I was left on hold on someone elses borrowed phone without any response to my inquiry. I was charged for a membership service that I did not ask for from a company i bought a shoddy pair of boots from last year. But I still need to use this account to retrieve the phone once it is repaired, and I need to do in order to contact either you or the company about my dispute, which is what I have been told is the next step in getting access to my account again. As you can see, Im caught in a bit of a loop here, and I need some urgent assistance resolving this. -----Dear *****, Thank you for contacting NetSpend Customer Care! I am sorry to hear for the unauthorized transaction on your account.I have checked your account and our records show that you have successfully filed a claim against the merchant on February 12, 2015. Please be advised that due to this, your card was blocked systematically and we are unable to lift the block anymore on your card. Please send us your address so that we can order you a new card to your address which you will receive within 10 business days from the processed date.Furthermore, please allow 10 business days after you notified us to perform an initial investigation. Please be assured that we will notify you as soon as we get an update. You may also check your claim status by logging in to your online account. Please make sure that we have your updated contact information to avoid any delay. If you would like to update your contact information, you may log in to your account online, call our Customer Care Department, or send us your updated contact information through your Secure Web Inbox. To update you information online, simply log in to your account, click on “My Account”, then select “My Profile”.For the meantime, you may access your money through funds transfer to another NetSpend account. Please speak with one of our Customer Care Representatives for further assistance.I apologize for the inconvenience that this has caused you.If there is anything else we can do to assist you, please do not hesitate to contact us via email or call Customer Care.Thank you for choosing NetSpend. Have a great day!***Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ************************************** or by calling Customer Care at ************* (###-###-####). A: I need access to my funds before another card gets to me in order to get my phone back from the repair shop, I cannot call to order the new card or to give you my updated address without getting my phone back first. Im going to need somewhat more than an automated response here. -------Dear *****,Thank you for contacting NetSpend Customer Care!I understand that you want to get the information of your account through email conversation. For security reason, I am not able to provide secured information through email conversation. Please call our Customer Care Service for assistance. Sorry for the inconvenience this may cause you.Thank you for choosing NetSpend. Have a great day!****Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Service at ************* (###-###-####). A: So is this all going to be automatic responses telling me to call and completely ignoring the fact that I do not own a phone BECAUSE of the issue I am trying to get addressed? ------Dear *****,Thank you for contacting NetSpend Customer Care!I completely understand that your frustrations in not having access to your account and apologize for any inconvenience that this has caused.I tried calling you at (***) ***-****; however, you were unreachable. I have carefully reviewed your account and our records show that you do not have access on your account since your card was blocked due to dispute claim that was filed. Please be advised that in order for you to have access to your funds, you may transfer your funds to your friends or relatives that have a Netspend account by calling Customer Care Line or you may order a new card. To order a replacement card, you may log in to your account online if you have sufficient balance, call our Customer Care Line, or send us your updated address with the card order details through your Secure Web Inbox on your account if the address on your account matches the address you will provide. There may be a fee in ordering a card. To order a replacement card online:• Log in to your account• Go to ‘My Profile’ to verify or update your address• Click ‘My Account’• Choose ‘My Prepaid Card’ The card will be delivered to your address within 7 to 10 business days from the date the order was placed. The new card will have a different card number for the security of the account, however, all the information and features like Direct Deposit and Anytime Alerts will remain the same. If there is anything else we can do to assist you, please do not hesitate to contact us via email or call our Customer Care Line.Thank you for choosing NetSpend. Have a great day!***** Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Service at ************* (###-###-####). A: Wow, telling me you tried to call me is literally the dumbest and most unrelated response you could have possibly had. There is no way you could have made it more clear that I am being ignored completely. MY PHONE IS IN THE SHOP AND I CANNOT RETRIEVE IT WITHOUT ACCESS TO MY FUNDS. I CANNOT CALL YOU AND YOU CANNOT CALL ME UNTIL THAT IS RECTIFIED. -------Dear *****, Thank you for contacting NetSpend Customer Care!I understand your frustration regarding you the status of your account.I have checked your account and I can confirm that one of our Customer Service representative tried to contact you; however, he was unable to reach you since your phone is not working.On the other hand, please be advised that your card has been cancelled due to dispute filed for unauthorized transaction. Please allow 10 business days after you notified us to perform an initial investigation. The claim will be reviewed to determine if we have enough information and documentation to prove your case against the merchant. A determination will be made if a temporary credit will be applied to your account pending the completion of your dispute claim investigation through the Visa/MC associations. (Average: 45-90 day timeframe)For us to order a replacement card, please verify if the address on your account is correct. If this is not accurate, then please update your address online or by calling Customer Care. After ordering, you will receive the new card within 10 business days. The card will have a new card number, but it will be linked to your existing account, with access to the same balance as your current card.I apologize for the inconvenience that this has caused you.Thank you for choosing NetSpend. Have a great day!*****Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Care at ************* (###-###-####). A: You have ignored all previous message content regarding needing access to my account. I cannot call you until I have access to my funds and can use them to pay for the recovery of my phone from the repair shop. I have NO OTHER MEANS of contacting you. This is endangering my health and safety. Respond immediately. --------Dear *****, Thank you for contacting NetSpend Customer Care!I understand that you want to access the funds on your account.I have checked your account and our records show that your card ending with **** has been blocked. Since there is no active card on your account, you can order a replacement card.If you want to order a replacement card, you can either log in to your account online, call our Customer Care, or send us your updated address with the card order details. There may be a fee in ordering a replacement card.To order a replacement card online:•Log in to your account•Go to ‘My Profile’ to verify or update your address•Click ‘My Account’•Choose ‘My Prepaid Card’The card will be delivered to your address within 7 to 10 business days from the date the order was placed. The new card will have a different card number for the security of the account, however, all the information and features like Direct Deposit and Anytime Alerts will remain the same.If you have a family member or a relative that has a netspend account, you can transfer fund from your account to their account. I sincerely apologize for the inconvenience this has caused you. If there is anything else we can do to assist you, please do not hesitate to contact us via email or call Customer Care.Thank you for choosing NetSpend. Have a great day! *****Customer Care Specialist Answers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Care at ************* (###-###-####). A: I have still not recieved the card I ordered almost 2 weeks ago and I require IMMEDIATE access to my funds. --------Dear *****,Thank you for contacting NetSpend Customer Care!I understand that you would like to know the status of your card.I have checked your account and it shows that your card was requested on March 30, 2015. Please note that cards arrive in the mail within 10 business days after you placed the order. If you do not receive your card after two weeks, please speak with a Customer Care Representative to know more about the shipping details. For your convenience, you can also check the delivery status of your card online:• Click ‘My Account’ -> ‘My Prepaid Card’ -> ‘Card History’If there is anything else we can do to assist you, please do not hesitate to contact us via email or call our Customer Care Line.Thank you for choosing NetSpend. Have a great day!*****Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Care at ************* (###-###-####). A: My Card Is Still Not Here. It was already overdue the last time I contacted you. My health and safety are being endangered by my lack of access to my funds. Resolved this immediately, I have been barred from my account for months now and am starving because of it. --------Hello *****, Thank you for contacting NetSpend Customer Care!I am sorry to hear that you have not yet received your card.I have checked your account and as per records, your card was ordered on March 30, 2015. Since you were unable to receive it within the 7-10 business days time frame please call Customer Care so we can verify the address on file and re-order you a card on the correct address. Or you may check or update your address on your online account.To update your personal information online, please follow the steps below: 1. Log in to your account2. Click ‘My Account’3. Click on ‘Edit Profile’4. Verify the required security information5. Select which information that needs to be updatedAfter successfully verifying the address, you can then re-order a card, you may order a new card online or speak with a Customer Care Agent for further assistance. To order a card through online:1. Log in to the online account center2. Select My Account3. Select My PrePaid Cards4. Click on Order a card for yourself5. Select a Card Design6. Click on Order CardAlso, cards arrive in the mail within 10 business days after you placed the order. For your convenience, you can also check the delivery status of your card online: • Click ‘My Account’ -> ‘My Prepaid Card’ -> ‘Card History’ I sincerely apologize for the inconvenience this has caused you.Should you have any questions do not hesitate to contact us via email or speak to a Customer Care Specialist.Thank you for choosing NetSpend. Have a great day!********Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Care at ************* (###-###-####). Hours of operation: Monday-Friday 8 am-10 pm CST; Saturday-Sunday 8 am-8 pm CST. A: I ALREADY ***** DID ALL OF THIS!!! WHAT THE HELL IS WRONG WITH YOU PEOPLE?!!? I HAVE TOLD YOU REPEATEDLY THAT I DO NOT HAVE ACCESS TO A PHONE BECAUSE IT IS STUCK AT THE REPAIR SHOP UNTIL I REGAIN ACCESS TO THE FUNDS YOU HAVE LOCKED!!! THIS IS A DISGUSTING AND REVOLTING LEVEL OF INCOMPETENCE, UNLOCK THIS ACCOUNT IMMEDIATELY I SHOULD NOT HAVE TO WAIT ANOTHER SECOND MORE THAN THE MONTHS I HAVE ALREADY WAITED, HOW ***** IRRESPONSIBLE CAN YOU POSSIBLY BE!?!? AND HOW DARE YOU CHARGE ME FOR A SECOND CARD TO BE SENT WHEN IT IS YOUR FAULT I NEVER RECEIVED THE FIRST ONE?!?! QUIT TRYING TO ***** ME!!! --------Hello *****,Thank you for contacting NetSpend Customer Care! I am sorry to hear that you have not yet received your card. For your convenience, I have reimbursed the two card fees back into your account. You will receive the new card within 10 business days. You may check your card’s status online or you may contact us back if you don’t receive the card after two weeks. You may also contact Customer Care for immediate assistance.For your reference, there is no block on your account at this time.Thank you for choosing NetSpend. Have a great day!*** Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Care at ************* (###-###-####). A: While I appreciate not being charged for a service I didnt receive, I am BEYOND tired of being jerked around. There absolutely is a block on my account because I cannot use it to pay for anything! My phone is impounded, my cell service is unpaid, and I am barred from using my funds for this so YES THERE ABSOLUTELY IS A ***** BLOCK AND I NEED IT GONE NOW. I need to be able to enter in a number associated with this account to pay for my cell service and my phone repairs EXACTLY THIS INSTANT. I actually needed that TWO ***** MONTHS AGO and STILL DONT HAVE IT. The lock out from my account until I activate a card that I have not received and been told is forthcoming when it ***** isnt IS CAUSING ME STARVATION, UNEMPLOYMENT, AND HOMELESSNESS. Every time it is a different customer service rep signature with an equally useless, redundant, ineffective, unrelated, or outright ***** false and automated response as the last! IS THERE EVEN ONE HUMAN BEING WORKING FOR THIS WHOLE COMPANY??!?! I DO NOT HAVE 10 DAYS TO WAIT I KEEP SAYING IMMEDIATELY AND I ***** MEAN IT!!!! -------Dear *****, Thank you for contacting NetSpend Customer Care!I understand your frustration for not being able to access your funds and I understand that you need a card immediately. Please be informed that your account does not have a block, but you are unable to access your funds yet since you do not have an active card on the account. Also, it shows that you ordered a card yesterday; however, I can confirm that the address you have provided in ordering the card does not match on the address listed on your account. Please note that the address on your account and the mailing address of your card must match so you can receive the card.Please be advised that the only option we have is to contact you so we can re process your card order and update your address if necessary. Please be assured that we will send you an expedite card for free which you will receive within 1-2 days. We understand that you do not have an available mobile phone yet, but if possible please provide us a number to call so we can speak with you to help you rectify this issue.Furthermore, if you have a friend or family member that has a NetSpend account, please note that we can transfer your funds to their account so you can have access to it. Please be assured that someone will call you tomorrow between 8AM to 8PM CST once you have provided your contact number.I apologize for the inconvenience that this may cause you. Thank you for choosing NetSpend. Have a great day! *****Customer Care SpecialistAnswers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Care at ************* (###-###-####). A: Not having access, for whatever reason, and being blocked out are functionally the exact same ***** thing. And my address doesnt match the old one because I have been denied the access to change it. I dont live in brighton any more because I have been denied access to my money for so long that I have lost my previous residence. AND IF I HAD A ***** NUMBER FOR YOU TO CALL ME AT I WOULDNT EVEN BE HAVING THIS ***** PROBLEM IN THE FIRST PLACE SO WHY THE ***** WOULD YOU SAY SOMETHING SO BACKWARDS AND INSULTING?!?! If I had any friends or family members anywhere ***** near me why the hell would I be spending all my time talking to canned responses that do not relate to my issue!? No other human being I have ever met uses your ***** service, so no, I have no one to transfer my money to let alone someone I might actually trust. This issue needs to be resolved RIGHT ***** NOW and over THIS FORUM since ///because of your company/// IT IS NOW THE ONLY ONE I HAVE ANY ACCESS TO. IF I HAD ANY OTHER ***** COMMUNICATION OPTION I WOULD NOT ***** BE REDUCED TO SHOUTING AT MY COMPUTER. I HAVE SAID HERE AND IMMEDIATELY MORE TIMES THAN I SHOULD NEED TO FOR SOMEONE TO UNDERSTAND, AND BECAUSE OF YOUR COMPANY I. DO. NOT. HAVE. ANOTHER. OPTION. -----------Dear *****,Thank you for contacting NetSpend Customer Care!I really apologize for the inconvenience you have regarding your access to your funds.For security reasons, we are unable to update your address via email. As much as we would love to resolve this issue with you; however, we are just unable to do it via email request. Please be advised that as a financial institution, we are just ensuring the security of your account and funds. The only option for us to update this address is by speaking with you personally. I know this can be exasperating but please be assured that we do this for the protection of your account and/or to prevent unauthorized access to your funds.I sincerely apologize for the inconvenience this has caused you a lot.Thank you for choosing NetSpend. Have a great day! ****Customer Care Specialist Answers to frequently asked questions and self-help options can be found online at ***************************** or by calling Customer Care at ************* (###-###-####). --------------- I have finally, at great expense to myself and others, regained access to my phone, and in attempting to gain access to my money before I am homeless on the first as a result of the negligence of this company. I have been met with resistance and refusal to supply me with the immediate access that I need, and constant repetition of scripted responses that disregard my issue entirely.

Desired Settlement: I want my funds returned, and I want that to be done without cost to me; over the phone I am repeatedly being told I have to pay for a new card, and for the expedition to get it to me in the timeframe that I need it to keep from starving on the street. I want at the minimum for the obstacles between me and the money that I should never have trusted this company with, to be removed, and beyond that I feel that I deserve compensation of some kind for the two and a half months I have not had access to work, food, and shelter because of this company's incompetence.

Business Response: To Whom It May Concern:

We received complaint # ******** filed with your office by ***** ******. **. ****** states that she has not received a replacement card so she can gain access to her funds. She’s requesting a card so that she can access her funds.

On March 30, 2015 we processed a card order to *** ******’s address on the account. When she did not receive the card in the normal ten business days, she notified us through our Online Account Center. *** ****** was unable to call us to verify information for security purposes, and to update her shipping address for the card. She used an alternate method of passing security verification through our Online Account Center and was able to update her address and order a card on April 18th. We show that card was received and activated on April 27th.

NetSpend regrets the inconvenience that *** ****** experienced while waiting on her card. She has been given my contact information should she have any further questions or concerns.


Thank you,

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

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

I am rejecting this response because:

My complaint was not resolved; it just came to an unacceptable resolution in it's own time. I needed Immediate access. I did not have