Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his Netspend Card Account. On April 6, 2017, Mr. [redacted] contacted our Customer Service Department regarding an unauthorized pending transaction that occurred on his Card Account. ...

We immediately blocked his Card Account to prevent further unauthorized use and ordered a replacement.  We also informed Mr. [redacted] the transaction was still pending and that he could dispute the charge once the merchant collected the funds. A member of our Corporate Office reached out to Mr. [redacted] on April 7, 2017, but unfortunately we have not had the opportunity to speak with him.  We attempted to reach him again on April 13.  We sent him an email explaining that he was not charged for an expedited card order.  We also informed him that a card was expedited to his address on file at no additional cost, and he will receive it in 1-2 business days.  We apologize that Mr. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures.   We have provided Mr. [redacted] with our direct contact information should he have any additional questions concerning this matter.   Thank you, [redacted]Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] yes it's true they sent me a card and expedited the service but when I got a call from the corporate office stating the card was delivered I asked her where because I didn't receive it she told me it was left on my apartment porch by Ups I ask her what kind of people leave a ups envelope on the porch with a debit card in it she told me she has know control over what Ups do to say she works in corporate office that's very unprofessional the way she handled me never doing business with them again.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she was not able to activate the card due to past accounts with a negative balance. She wants the new card activated. On June 29, 2015, Ms. [redacted] 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. [redacted] experienced while trying to activate her card. We have provided her our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: I never benefited in any way from my money being stolen I don't care how much they believe I did and will have to take other measures if needed.
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her refund check.   We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us. ...

When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. The requirement to obtain this information is displayed on the inside flap of the card packaging.  Ms. [redacted] attempted to activate her new card account on December 25, 2016, but her identity information could not be automatically verified.  We requested her to provide copies of her identification documents to verify her identity.  Ms. [redacted] requested to close her account and have a check mailed for the remaining card balance.  The check was mailed to her address on file on December 28, 2016.  She should receive the check within 10 business days.      On January 17, 2017, Ms. [redacted] contacted our Customer Service Department to inform us that she did not receive her check.  Our records showed that the first check was still outstanding, to prevent check fraud, it is our policy to allow 15 business days before reissuing a replacement check The check could be reissued after January 20, 2017.  Ms. [redacted] called back on January 28, and informed us she still has not received the check.    A member from our Corporate Office spoke with Ms. [redacted] on January 31, 2017.  We updated her address and a request was sent to our Accounting Department to determine the status of the mailed checks.  On February 1, 2017, the original check was cancelled and a request for a replacement check approved.  The replacement check for the original card balance was mailed to Ms. [redacted] updated address on February 7.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.   Thank you,   [redacted] Customer Experience Specialist Netspend A TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her card account.   On January 11, 2017, we received an authorization request from a merchant, Home Depot in the amount of $745.99 on Ms. [redacted] card...

account. She contacted us on that same day, and reported the transaction was cancelled. We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into her available balance.  The document we received was unacceptable to release the funds from the transaction.  We emailed her the requirements to release the pending transaction.    If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collected. We request confirmation for the protection of our cardholders as well as the merchant who, having received authorization for a transaction, have the right to collect for legitimate transactions.   A member of our Corporate Response Team reached out to Ms. [redacted] on January 16, to offer further assistance, but we were unable to speak with her.  We received documentation on January 12, and the funds were released back into Ms. [redacted] available balance.  She was able to access her funds that same day.   We have provided Ms. [redacted] with our contact information should she have any further questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Complaint: [redacted]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,
[redacted]

Wednesday, December 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on his account. During routine monitoring, we placed a temporary restriction on Mr. [redacted] account on November 18, 2016, because we detected...

suspicious activity. Our Risk Department spoke with Mr. [redacted] on November 29, and requested him to provide his identity documents for verification.  The documents sent by Mr. [redacted] were illegible and we requested clearer copies.  On December 12, a member of our Corporate Response Team reached out to Mr. [redacted], but unfortunately, we have not had the opportunity to speak with him.  We also sent an email to Mr. [redacted] requesting his documentation.  We will review the legible copies of the Mr. [redacted] identity documents once they are received. We provided Mr. [redacted] with our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card she purchased. We are required by the USA PATRIOT Act to obtain, verify,  and record information that identifies each person who opens a card account with...

us. The requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase. The card package also states that use of the card is limited prior to identity verification and that it is not a gift card.Ms. [redacted] purchased a Netspend card on October 31, 2016, to complete online transactions.  Upon Ms. [redacted]’ attempt to activate the card, she contacted our Customer Service Department and was advised to provide her identity information to fully activate her card.  Ms. [redacted] declined to provide her information and requested a refund check to be mailed to her address on file.  A member of our Corporate Response Team spoke with Ms. [redacted]  on November 3, to discuss her account and remaining funds. Ms. [redacted] confirmed that she received her refund check.  The fee for Ms. [redacted]’ card and check request has been reimbursed and a new refund check for the remainin balance has been requested.  She should receive this check within 10 business days. We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a Netspend card he received as a gift.We are required by the USA PATRIOT Act to obtain, verify,  and record information that identifies each person who opens a card account with us. The...

requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase. The card package also states that use of the card is limited prior to identity verification and that it is not a gift card.On August 14, 2016, Mr. [redacted] received a Netspend card with $148.00 loaded on it. Mr. [redacted] contacted our Customer Service Department on August 15 to activate the card; however, during routine monitoring, we placed a temporary block on Mr. [redacted] account.  In order to remove the block, we requested Mr. [redacted] to provide us with copies of his documents to verify his identity manually.   A member of our Corporate Response Team spoke to Mr. [redacted] on August 15 and explained the options avaiable for accessing his funds.  Mr. [redacted] declined the option to send in identification documents.  He requested that we close the account and mail him a refund check for his funds to the address on file. We confirmed the address and he should receive this check within 10 business days.We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: Well, for one I am a female not a Mr, and considering Mr. [redacted] is referring to me as a male he must have spoken with a male to come to such a conclusion. I have not been able to access my account along with my PayPal account and my gmail account as they all had the same password and were hacked into. I find that such accusations as "We believe Mr. [redacted] benefited from the transactions" to be heinous and without substantial proof. This company just wants to keep the money that was stolen and I am starting to believe they know who took the money. The ONLY person benefiting from this is whoever stole the card and my money. The company doesn't benefit, I don't benefit, yet the company wants me to pay for their mistake. I will sue this company for everything they have if I do not get refunded. I even offered to call the retailers myself where the card was swiped, but the person at this company told me I could not do that. I will be doing it anyway considering Netspend is unwilling to do anything.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized charge on her card.  On July 29, 2016, Ms. [redacted] contacted us to advise that her card had been compromised and there was a pending transaction that was not authorized by...

her for $800 from merchant TCF Jewel in Chicago, IL.  We immediately blocked the card to prevent further unauthorized usage.  The transaction was in a pending status at the time and a representative from our Risk Management team advised Ms. [redacted], we would need to wait for the charge to post to her account before we can open a dispute claim.  A member of our Corporate Response Team reached out to Ms. [redacted] on July 29 to confirm the reason we do not release a pending unauthorized charge. On July 30, the unauthorized transactions posted to Ms. [redacted]’s account. We immediately opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.  We completed our investigation of Ms. [redacted]’s dispute claim, issued full reimbursement to her account on August 1.  We understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product.We provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,
[redacted]
Corporate Customer Response TeamNetSpend A TSYS Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is Not what I was hoping for. They sell their cards as a gift cards - not as a debit/account cards . My 5 year old will not open account with anyone ! He just wanted to buy a toy !!! Shame on them ! I do understand that if you are opening account you need some info but not if I get a gift card ! Hiding behind the Patriot act ! Shame on them . The card is being return ! 
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on March 22, 2018 by way of telephone, e-mail, or letter. If a letter has been sent, it should be received within the next five business days. Thank you...

for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:   Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us.   As you requested, we addressed this matter directly with Ms. [redacted] on October 17, and 23, 2017 by way of telephone, email, or letter.  The email we sent on October 23, 2017 outlined...

our actions to resolve Ms. [redacted]’s complaint.  If a letter has been sent, it should be received within the next five business days.   Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.   Thank you,   [redacted] Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions she purchased four cards that were blocked until she could provide identity documents to NetSpend. She’s requesting a refund for the full purchase price of the cards. Our...

Risk Management Team regularly monitors new and existing cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of Ms. [redacted]’s accounts on October 8, 2015. She was informed that the accounts required additional security verification. Ms. [redacted] refused to send the requested documents and opted to receive a refund check. On October 14, 2015, we spoke with Ms. [redacted] concerning the refund for her cards. She provided the information to locate two of the cards she purchased. We refunded the purchase price and the monthly fee plan cost to those cards. We requested checks to be sent to the address she provided. She will contact us later with the other two cards so we can process those refunds also. NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to activate her cards. We have provided her with our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on her card due to an unusual transaction. She’s requesting access to her funds.    Our Fraud Prevention Team regularly monitors account activity in order to...

provide a safe and secure product for all of our cardholders. On February 7, 2016, our Fraud Prevention Team blocked Ms. [redacted] account and asked for her to verify a transaction on her card.  When she called later that day to verify the charge on her card, customer service expedited a replacement card to her address as instructed by the Fraud Prevention Team.  Ms. [redacted] received and activated that card on February 9th.  We reached out to Ms. [redacted] by telephone and email on February 12th and 19th, but unfortunately, we have not had the opportunity to speak with her.  We will address her concerns when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the block on her card. She has my contact information should she have any further questions or concerns. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will contact the persons whom I have been informed I need to contact and I will get back to Revdex.com with any updates.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with activating his NetSpend card.  He’s requesting a full refund for the card he purchased.  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 or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. This information can be found on the outside of our card packaging.  On the front of the package we inform the customer that this is not a gift card and the basic fees are displayed on the outside cover.  [redacted] purchased his NetSpend card on January 25, 2016. Additional information was needed to fully activate his account, and our customer service requested for [redacted] to send in identity documents.  He did not want to send the required documents so a check was requested to refund his money.  We spoke with [redacted] on January 26th and informed that he will receive a refund check for the full amount within ten business days.   NetSpend regrets the inconvenience that [redacted] experienced while attempting to activate his card.  We have provided him with our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a refund check for an account she closed.  She’s requesting a refund for her card balance.  On March 2, 2016, our Accounting Department verified that the old check has not been cash and is canceled.  We confirmed that the new refund check was mailed on March 2nd and should be received within 3-5 business days.  NetSpend regrets any inconvenience that Ms. [redacted] experienced with receiving the refund for her card balance. She has been given our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company