OPENING HAMBAL

Thank you for calling NetSpend Dispute Department. My name is _________. How can I help you today?

Acknowledgement/Empathy

For security purposes May i please have your

PIN VERIFIED: First Name and Last Name

NOT PIN VERIFIED:

ONE TIME PASSCODE: Do you still have the phone number ending in____ ? Thank you i will be sending you a One time Passcode and once you receive it can you please provide me the passcode? i will be waiting here 1-2minutes Thank you!

First Name and Last Name, One Time Passcode/Security Questions it depends on the system.

*Since you haven't received the One time password will be asking you security questions. What is the last 4 digit of your social security number

(If the CH will failed the verification process adv CH to give us a callback once he/she already knew the information and he/she can also do a dispute on his/her OAC/Mobile App.

card repalcement 1-2bd $25 3-5 $20 7-10BD

card design blue black white

LOD STATEMENT:

1. Presenting the Letter of Dispute: "We are going to ask you to send us a Letter of Dispute. Here's what it is for. If your dispute takes longer than 10 business days to investigate (change 10 to 20 business days if it’s a new account), you may be eligible for a Provisional Credit of the amount of the claim into your account. To receive this, you must send the Letter of Dispute within 10 business days. Please grab a pen/paper if you have it nearby. If not, I can still tell you what should be included in the letter. Please let me know when you're ready. Alright, please include the following information in the letter: Full Name/Phone Number/Address on file/ Email on file Dispute case number which I will give you momentarily. Last four digits of your card number if you have it. Date and amount of each charge, including the disputed transaction details Why you are disputing each charge (dispute reason)

And you can just sent it to us by email, fax, postal mail, our email address is DisputeDocuments@netspend.com, and our fax is 855-306-9960

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