Net+ card from neteller

RoyCross

Signed up for - or tried to sign up for - a Net+ card on this site's recommendation, to avoid paying Ryanair's exorbitant credit card charges. Alas, I have to report it's been a nightmare so far!

1. Navigating their website when you want to activate your card is a challenge to start with - took half an hour, going round in a loop while pressing on 'activate', until I discovered you had to click on 'enhance' instead.

2. Tried to phone their helpline when my HSBC Visa debit card was then wrongly identified as a credit card - you pay charges on credit cards but not on debit cards when depositing money in your Neteller account - and was told by the computer system that my account number was not recognised.

3. Wrote to them using the on line form about both the account number not being recognised and the debit card issue and they have just replied as follows:

"To be able to have access to your NETELLER account, we need to receive a credit card statement for the credit card that begins with XXXXX, if you do not have a statement, you can send a validated letter from your bank, stamped and signed by your bank officer. Please send the document to [EMAIL="accountsurveillance@neteller.com"]accountsurveillance@neteller.com[/EMAIL]

Once this is reviewed and accepted, we will be able to open your account.

After this issue is resolved, if you make a deposit with a debit card and it shows as credit card, once we have confirmed that is is debit card, we will be able to credit your account with any fees that has been charged by mistake." No mention of any of this palaver either on the Neteller site or this site that I've noticed.

4. Tried to access my account on line ten minutes ago, to discover it's now been locked "to safeguard my personal information".

5. Am now waiting for a call back from Canada (where they seem to be located) "within 1 to 3 hours".

Has anyone else had such bad experience? Not quite clear to me at present how this card is recommendable!

Toe-Jam

Yeah it can be a mess to set up if you don't pass it ID checking, but they are OK once you jump thought the hoops to get it up and running. Also if you send the money to your neteller account by bank transfer it will go by faster payments and will be in your neteller account the next working day, even though it says 5-7 days on their site. And its free.

RoyCross

Thanks, Toe-Jam! I thought that adding money to your account with a debit card was meant to be instant? And free!

RoyCross

I asked for a call back but this message seems to be it ...

"Recently you requested personal assistance from our on-line support
centre. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it
within the next 7 days.

Thank you for allowing us to be of service to you.

Subject

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Help with unlocking my account and more info on putting money on my Net+ card...


Discussion Thread

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Response (Abdoulaye) - 26/02/2011 03.46 PM
Mr. Roy Cross

Thank you for choosing NETELLER .
It was determined that the credit card/debit card deposit option will be removed. you needs to send in credit card statement for card beginning in xxxxxx #/ validated bank letter / to :
[EMAIL="accountsurveillance@neteller.com"]accountsurveillance@neteller.com[/EMAIL] [EMAIL="investigations@neteller.com"]investigations@neteller.com[/EMAIL]
Thank you for choosing NETELLER
Abdoulaye
Contact Centre Agent (2080)

Customer (Roy Cross) - 26/02/2011 01.28 PM
Help with unlocking my account and more info on putting money on my Net+ card - thanks!"

RoyCross

Recently you requested personal assistance from our on-line support
centre. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it
within the next 7 days.

Thank you for allowing us to be of service to you.

Subject

---

Just wanted to check I gave you the right number when I requested a call back...


Discussion Thread

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Customer (Roy Cross) - 26/02/2011 03.29 PM
Just wanted to check I gave you the right number when I requested a call back nearly three hours ago. The number above is correct (as I think it was first time round).


Question Reference #110226-000500

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Date Created: 26/02/2011 03.29 PM
Last Updated: 26/02/2011 04.36 PM
Status: Resolved
Phone Number to Call: xxxxxxxxxxx (deleted by Roy)
Preferred Language: English

RoyCross

"Recently you requested personal assistance from our on-line support
centre. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it
within the next 7 days.

Thank you for allowing us to be of service to you.

Subject

---

Please call me tomorrow, Sunday 27 February, after 10:00 Central European Tim...


Discussion Thread

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Customer (Roy Cross) - 26/02/2011 04.35 PM
Please call me tomorrow, Sunday 27 February, after 10:00 Central European Time - thank you. I don't understand your last e-mail, I'm sorry.


Question Reference #110226-000526

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Date Created: 26/02/2011 04.35 PM
Last Updated: 26/02/2011 04.37 PM
Status: Resolved
Phone Number to Call: xxxxxxxxxxxxxxxx
Preferred Language: English


"

archer7

I hear of these issues quite a bit, but in my experience NETELLER are a very good company to be with, they've always looked after me. Debit card deposits are free forever, as is bank transfer, and Ukash too until at least September.

I joined when it was far easier to verify your identity though, so I'm afraid I'm no help on this one!

roycross2

I've been in regular contact with Neteller (during waking hours!) since I first posted on this forum, asking them to phone me, twice using their on-line form at their specific request. This is what I've just received by e-mail in response to my last message sent through their on-line system at the request of Pablo, one of their customer 'service' team:

"Recently you requested personal assistance from our on-line support
centre. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it
within the next 7 days.

Thank you for allowing us to be of service to you.

To access your question from our support site, click the following
link or paste it into your web browser.

(link deleted)

Subject

---

"PABLO ASKED ME TO REMIND YOU OF MY E-MAIL ADDRESS"


Discussion Thread

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Response (Alex) - 28/02/2011 03.00 PM
Dear Roy,

Thank you for your email.

To assist you further, we need to call you. When you are available for a telephone call, please go to the form below and request a call back. We will call you within 1-3 hours from when you submit the request.

(link deleted)


Should you have any questions or feel you have received this email in error, please contact our Customer Service Team available 24 hours a day, 7 days a week at (link deleted). You can also follow us at (link deleted) or connect with us at (link deleted).

Thank you for choosing NETELLER!

Alex
Contact Centre Agent (2154)

Customer (Roy Cross) - 28/02/2011 10.11 AM
I need a call back, please. The number is xxxxxxxx (deleted by Roy)


Question Reference #110228-000545

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Category Level 1: Net+
Date Created: 28/02/2011 10.11 AM
Last Updated: 28/02/2011 03.00 PM
Status: Resolved


"

roycross2

All you need to do to unlock your Neteller account is to sign in, apparently. Difficult when you're locked out of the account! Here's their website guidance .....



"There are several steps to upgrading your account, and they can be completed in any order:
Requirement 1: Accept the FSCS Warning

As a resident of the UK, Denmark, Finland, Norway or Sweden, you must accept the FSCS Warning.

To accept this warning, please sign in to your NETELLER account. You will need to select the "Account" tab found at the top of the window. Now click "Upgrade to Extended" found under the QuickLinks menu on the left hand side of your account. Here you will be able to read and accept the FSCS warning.

Details of what else is necessary to upgrade are also found here.

Requirement 2: Telephone Verification

All members require a telephone confirmation to complete their upgrade. You can request one at any time that is convenient for you by going to this form. When you submit that form, you will receive a call within approximately one hour.

Requirement 3: Personal Identity & Home Address Verification

We require verification of your identity and address. You can complete this requirement in multiple ways. Choose ONE of the requirements listed below:

Requirement 3.1: Upgrading by Electronic Identity Verifier

This is one of the easiest ways to upgrade your account. NETELLER automatically runs an electronic identity verifier on all accounts from this region when you first sign up. If we're able to validate your personal identity through this electronic verification system you are then no longer required to send in documents, simply follow the steps outlined below. If we were not able to verify your personal information electronically, no problem, this just simply means we did not have enough information to get a match. Unfortunately we cannot try a second time.

You can tell if your account has a match by clicking on "Upgrade account" found under the QuickLinks menu. You will be provided with additional options to upgrade your account, rather than sending in your documents. You will simply need to register and verify your bank account, or verify your home address by activating a physical Net+ Prepaid MasterCard®.

If it indicates that your identity has not been verified you will simply need to complete requirement 3.2: Validate your personal identity and home address by verifying documents.

If you have an electronic identity match completed, you can finish your upgrade by one of two possible steps:

a) Register and verify your bank account.
b) Apply for and activate a Net+ Prepaid MasterCard®

OR

Requirement 3.2: Validating Personal Identity & Home Address by documents

If you do not have an electronic identity match completed, or do not have a bank account nor wish for the Net+ Card, you will need to finish your upgrade by sending in documents. We will need two different documents from you, as listed below. Please send your documents as an attachment in an email from the email address registered on your NETELLER account to identity@neteller.com, and include your 12-digit NETELLER account ID number.

a) Proof of Identity (click for a sample image)

To verify your identity, we need to see a clear colour copy of the front and back of your government-issued photo ID. This could either be done by scanning the document or by taking a high-resolution digital photograph, and sending it as an attachment in an email sent from the email address registered to your NETELLER account.

The proof of identity document must show your full name, photo, a document number, and your date of birth. All four corners of both the front and back must be visible, and the document must be current and valid.

Acceptable government-issued photo ID includes:

· Driver license
· Passport (including the page showing your signature)
· ID card
· Permanent resident or alien registration card

b) Proof of Address (click for a sample image)

To verify your address, we need to see a clear colour copy of one of the following documents. This could either be done by scanning the document or by taking a high-resolution digital photograph, and sending it as an attachment in an email sent from the email address registered to your NETELLER account. Make sure we can see all four corners of the document in your image!

The document itself must show your full name, address (matching the address on your NETELLER account), and document issue date. It must have been issued within the past 90 days. Please also note that we cannot accept images of online statements - all documents must have been physically printed by the issuing institution.

Acceptable address verification documents are:

· Utility bill (for heating, electricity, water, cable, landline telephone, sewer, etc. - please note that we cannot accept mobile telephone bills as proof of address)
· An original printed statement from your financial institution (bank, credit card, mortgage, insurance, investments - please note we do not accept any online statements; it must have been printed by the issuing institution)
· A signed and stamped letter from your financial institution confirming your account with them, your address, and your full name
· Any government correspondence (including tax documents, court documents, even parking tickets)

Once all three requirements have been met, you can simply log in to your account to enjoy the full benefits!

Rejected Documents

Sometimes, you may send documents that are not accepted. Click here to learn more about why your documents might be rejected."

roycross2

Neteller eventually 'called back' at 00:30 today and the customer service agent was very good. It was a long call, just finished, as she had repeatedly to check stuff with her security team. To cut a very long story short, they wanted a statement for the HSBC debit card I wanted to use to deposit money, showing the debit card number - the problem is that HSBC current account statements don't show the number of the debit card associated with them, so that was no good. We've opted for a bank transfer, which is complicated by the fact that although my bank accounts are in the UK, I don't live in the UK - but it should work. We also had to close down one account and open a new one in GBP, as unnoticed by me the first account was designated in Euro and there's a currency conversion charge. Once I've been able to make a first deposit into the Neteller account, it should work and I'll try to buy some Ryanai tickets with it and report back here. At present, though, I'm not sure I'd bother opening a Neteller account from scratch if I hadn't already invested so much time and emotional energy in trying to make this one work!

Mikhail

WOW such a story! You must be travelling with Ryanair every month if not every week. By the way according to their website they charge 1.75% for depositing money using a debit card (https://help.neteller.com/cgi-bin/neteller.cfg/php/enduser/popup_adp.php?p_faqid=2336&p_created=1267483533)