Realcor Developments Ltd.

Tuesday, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  On July 15, 2016, Ms. [redacted] contacted us to report unauthorized transactions that occurred on her account.  We immediately blocked her card...

to prevent additional unauthorized charges.  We opened a dispute claim and promptly began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.   During the investigation of Ms. [redacted]’s claim we identified several risk factors associated with her account. Due to these concerns, we have closed her account and we are no longer able to offer her NetSpend services.In response to her communication, we contacted Ms. [redacted] on July 19 to discuss her dispute claim.  We completed our investigation on this same date and provided full reimbursment for the disputed transactions.  Ms. [redacted] will receive a refund check for the remaining account funds within 10 business days.An individual was able to pass security on Ms. [redacted]’s account and ordered a card to a different address.  We recommended that Ms. [redacted] report this identity theft to the Federal Trade Commission, at www.ftc.gov/idtheft or by calling [redacted].  The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions.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.  Ms. [redacted] has been provided with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, August 5, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block placed on her account. During routine monitoring, we placed a temporary block on Ms. [redacted] account on August 4, 2016, because we detected suspicious...

activity. Our Risk Management Team reviewed her account and removed the block approximately 30 minutes later. In response to her communication, we spoke with Ms. [redacted] on August 5, and explained that the monitoring of our customer’s accounts is an effort to protect their account and funds. We apologize for the service that Ms. [redacted] experienced with our Customer Service Department. We have reported the incident to the management staff of the customer service agent she spoke with. Ms. [redacted] has been provided 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 his dispute claim.    On November 6, 2016, Mr. [redacted] reported an unauthorized transactions that occurred on his account through his online account center.  We...

promptly blocked his card and opened a dispute claim and began our investigation. We also informed [redacted] of the investigation timeframe afforded under Regulation E.    That same day, Mr. [redacted] contacted our Customer Service Department to update his address and order a replacement card.  He requested to have the card expedited and was charged 20.00 for shipping.   In response to his communication, a member of our Corporate Response Team attempted to contact Mr. [redacted], but we were unable to speak with him.  As a courtesy, we reimbursed the expedited card shipping cost.  Mr. [redacted]’ dispute claim is scheduled for an update on November 21, and the provisional credit decision will be updated on this date.   Mr. [redacted] has been provided 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: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on December 8, 2017 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]
[redacted] Netspend, a TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a transaction on his PayPal Prepaid MasterCard. On February 28, 2016, the merchant [redacted]’s East sent a request to authorize a transaction of $64.00 on Mr. [redacted]’ card. We approved the...

authorization and held the funds in a reserve status for [redacted]’s East to collect at a later time. Because the authorization was never collected by [redacted]’s East, the pending transaction was released back into Mr. [redacted]’ available balance on March 7. The release of a pending transaction is not a void or cancellation of the authorization from the merchant. On March 22, [redacted]’s East collected on the original authorization because it was previously approved, and this resulted in a negative account balance. Mr. [redacted] called on April 1, and reported that his card was compromised. We immediately blocked the card to prevent further unauthorized use. Mr. [redacted] did not open a dispute claim for the [redacted]’s transaction and we ordered him a replacement card on April 6. In response to his communication, we reached out to Mr. [redacted] on July 5, but unfortunately, we have not had the opportunity to speak with him. We emailed him a copy of his account history for his review. As a courtesy, we reimbursed Mr. [redacted]’ account on July 5 for the [redacted]’s transaction. We have provided Mr. [redacted] with our contact information and will assist him further when he returns our call. Thank you, [redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, December 7, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his stop payment request.  On November 22, 2016, Mr. [redacted] contacted our Customer Service Department to request a stop payment for a transaction he...

completed.   The agent processed a verbal stop payment for State Farm Insurance in the amount of $650.00. The following day, Call Pass Tech collected $656.00 from Mr. [redacted] account by ACH debit.  Mr. [redacted] contacted us on November 23, to dispute the $656.00 ACH debit from Call Pass Tech.  We promptly opened a dispute claim and started our investigation.  We informed Mr. [redacted] of the investigation timeframe afforded under Regulation E and requested documentation to assist with his claim  On November 25, we concluded our investigation for Mr. [redacted] dispute claim and no credit was issued because we did not find that an error occurred.  Due to the previous history with the merchant, we requested a copy of the cancellation document or duplicate payment receipt to reopen the ACH dispute claim.  In response to Mr. [redacted] communication, we spoke with him on December 7, and explained the ACH stop payment and dispute process.  Mr. [redacted] stated that he never received the dispute documentation to his address because he had moved.  We updated his address and resent the dispute documentation.  He should receive this information in the mail within 5 business days. We 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the issues she has experienced with our customer service and her accounts. She’s requesting access to her funds by unblocking her cards.    Ms. [redacted] card expired...

on January 31st and she could not use it to load funds, or transfer money to another NetSpend account.  She purchased another card and the account to account transfer was not available until she received her personalized card. On February 12, 2016, we spoke with Ms. [redacted] and addressed her concerns.  We apologized for any unprofessional treatment she received from our Customer Service Department.  Her calls will be reviewed so we can take appropriate actions to prevent a reoccurrence.  We ordered a new card to replace her expired one and we assisted her with accessing her account online. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the expired 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions a balance discrepancy that she has for her NetSpend card that she received as a gift. She’s requesting to be reimbursed $25 that was given to her as a gift, and guaranteed that her...

information is removed from NetSpend’s system. Federal [redacted] 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 [redacted]s concerning the prepaid debit card. This information, along with the card fees is displayed on the outside of our card packaging. We reached out to Ms. [redacted] on August 31, 2015, by telephone and email in efforts to address her concerns. Unfortunately we were unable to speak with her. After reviewing her account, we’ve confirmed that her funds were dispensed due to monthly account maintenance fees. Per the terms and conditions of Ms. [redacted]’s NetSpend account, a $5.95 fee is charged monthly after 90 days of account inactivity. NetSpend regrets the inconvenience that Ms. [redacted] has experienced with our product. As a result of her inconvenience, we’ve mailed her a $25 check to the address on file. 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 account.   On October 6, 2016, Ms. [redacted] contacted us to activate her new card.  Our system recognized that she had a previous negative balance and we...

automatically blocked the account until the issue could be resolved.  Ms. [redacted] agreed to settle the previous negative balance and the account block was removed on October 7.    In response to her communication, we spoke with Ms. [redacted] on October 13 and issued a courtesy credit due to the inconvenience she experienced.  We apologize for the service that Ms. [redacted] encountered with our Customer Service Department.  We have reported these incidents to the management staff of the customer service agents she spoke with.   We have provided Ms. [redacted] with our contact information should she have any additional questions.   Thanks,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:You did not provide the name and address of the party to whom you claim you received the information from. This is in regards to a sixteen year old child with an address protected by law. The entire family’s safety is at risk now and the safe housing program cannot protect a child or their family when predators like you get that information, use it, and sell it again to your other friends and business partners. 
Regards,
** [redacted]

Friday, January 19, 2018To Whom It May Concern:Thank you for forwarding Mr. [redacted]’s additional comments regarding complaint [redacted] to us. We attempted to reach Mr. [redacted] by telephone on January 17, 2018, but unfortunately, we were unable to speak with him.  An email was sent to Mr. [redacted] outlining our actions to resolve his complaint.  Mr. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Mr. [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him with this matter.  Thank you for bringing this matter to our attention.Thank you,[redacted]. [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 refund for a NetSpend card. 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 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 this is not a gift card. In lieu of sending in his identity documents, Mr. [redacted] requested a refund check for the remaining account balance to be mailed to his address on file on May 3, 2016. He contacted our Customer Service on May 16, to inform us that he had not received the refund check. We advised that a replacement refund check could be requested after May 24. Upon receiving his complaint, we spoke with Mr. [redacted] on May 25 to discuss options for gaining access to his funds. Mr. [redacted] provided his identity documents in order to get his account approved. We requested a stop payment on his refund check and returned the funds to his account balance. Mr. [redacted]’s temporary card was unblocked and we mailed a personalized card that he will receive within 7 – 10 business days. Mr. [redacted] has been provided my contact information should he 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]. Ms. [redacted] 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. [redacted] by telephone and email. A search of our system shows no account using Ms. [redacted]’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. [redacted] experienced as a result of the statement made by the ACE company cashier. Ms. [redacted] has been given my contact information should she have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. When investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an account. We’ve...

reviewed Ms. [redacted]’s dispute claim and complaint that provisional credit was not provided. After review, we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on January 16, 2018 by way of e-mail. We provided her with further insight on the dispute process. Ms. [redacted]’s case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with her concern. 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:   We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account.    On February 06, 2017 Ms. [redacted] purchased a Netspend Prepaid Card Account and activated it the next day.    During routine monitoring, we...

placed a temporary restriction on Ms. [redacted] Card Account on April 13, because we detected suspicious activity.  In order to remove the restriction, we requested Ms. [redacted] to provide us copies of her identification documents to verify her identity. The documents Ms. [redacted] provided were insufficient to verify her identity.   A member from our Corporate Office reached out to Ms. [redacted] on April 18.  We requested through email she send the required documents to remove the restriction on her account.  The same day, the documents were reviewed and the block was removed from Ms. [redacted] Card Account.  Our records confirm Ms. [redacted] was able to access her funds later that day.   Ms. [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter.    Thank you,   [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block placed on his account.  He’s requesting for the block to be removed in order to access his funds.  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 the card packaging and at the website, [redacted].  .  On February 25, 2016, Mr. [redacted] changed the address on his account and ordered a personalized card.  The next day, our New Accounts Department blocked Mr. [redacted]’s account because the address he provided could not be verified as his physical address.  His card order was canceled and the New Accounts Department notated his account to provide the required physical address.  Mr. [redacted] closed his account on March 1st, and he will receive a check for the remaining card balance within ten business days from that date.                                     �...⇄ NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of the block on his card account. He has been given my contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Tuesday, February 16, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not received due to an incorrect address.  She’s requesting to receive a NetSpend card so she can gain access to her funds. ...

.   On January 29, 2016, Ms. [redacted] ordered a new NetSpend card while processing her tax refund through Turbo Tax.  She contacted us on February 8th, after her income tax refunds posted to her account, to inform us that she did not receive her card.  Customer Service explained that ten business days for the card order would expire on February 12th.  Ms. [redacted] called back on February 11th and a card order was expedited to her updated address.  She received that replacement card on February 16th and activated it to access her funds.     We reached out to Ms. [redacted] on February 11th, but have not had the opportunity to speak with her.  We will assist with her concerns when she returns our call.  NetSpend regrets any inconvenience that Ms. [redacted] experienced with receiving the card to her address. 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

Complaint: [redacted]I am rejecting this response because:
I haven't received any letters. This is my money and I do need my money back.
Regards,[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the closure of his account. During routine monitoring, our Compliance Team closed Mr. [redacted] account on June 20, 2016, because we identified risk factors associated with his account...

activity. These risk factors are not shared with consumers for security reasons, and as a result, Mr. [redacted] is no longer eligible for NetSpend managed products. A check for his remaining account balance will be mailed to Mr. [redacted] address. He should receive the refund check within ten business days. On June 21, we reached out to Mr. [redacted], but unfortunately, we have not had the opportunity to speak with him. We emailed him information about the account closure and refund check. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On June 15, 2016, Mr. [redacted] contacted us to report a transaction that posted to his account using PAYPAL for merchandise he did not receive. We promptly opened a dispute...

claim and began our investigation. We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E. On June 29, we determined the dispute claim was not eligible to receive a provisional credit, but we are continuing our efforts to investigate the claim. On August 15, we concluded our investigation with no credit being issued to Mr. [redacted] account because the merchant provided supporting documentation to validate the transaction.  The documentation indicated that it was a point of sale transaction, which Mr. [redacted] signed for the merchandise and received it the same day.A member of our Corporate Response Team attempted to reach out Mr. [redacted] to discuss his dispute claim and find out more information regarding the $398.00 he mentioned needing to dispute, but unfortunately we have not had the opportunity to speak with him.Additionally, Our Risk Management Team closed Mr. [redacted] account on September 14, because they identified risk factors associated with his account. These risk factors are not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend.We have provided Mr. [redacted] with our contact information should he have any other questions or need any further assistance.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company