Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her card account.   On September 10, 2016, Ms. [redacted], contacted us to activate her personalized card. The default fee plan is a Pay As You Go, if the...

alternative monthly Fee Advantage plan is not selected.  The Pay As You Go fee plan charges a $1 fee for signature purchases and a $2 fee for purchase using the PIN.  This was according to the selected fee plan.     A member of our Corporate Response Team spoke with Ms. [redacted] on January 5, 2017, to discuss the fees associated with her card account.  We subscribed her to the monthly $5.00 Fee Advantage plan and, as a courtesy, we refunded all the transaction fees she was charged since her account was opened.     We apologize for the service that Ms. [redacted] experienced with our Customer Service Department regarding the wait time and information provided.  We have reported this incident to the management staff of the customer service agents she spoke with.   We provided Ms. [redacted] with 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 did not have any overdrafts in December and January. I need to know if the time frame is 12 consecutive months or just 12 overdrafts within a year.
Regards,
[redacted]

Tuesday, December 5, 2017   To Whom It May Concern:   Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us.   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 and in the card packaging.    We attempted to reach Mr. [redacted] by way of telephone on November 28, and 30, 2017, but unfortunately, we were unable to speak with him.  We informed Mr. [redacted] by email of our actions to resolve his complaint on December 5, 2017.      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 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: Thank you for forwarding Mr. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on December 12, 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] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he was unable to activate the NetSpend card after 10 months and the remaining funds were less than when it was purchased. He’s requesting a refund for the purchase price, the...

amount loaded on the card, and applicable taxes. The card Mr. [redacted] purchased was not gift card but, instead, a reloadable prepaid debit card that is intended for individuals who prefer an alternative to a traditional bank 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. Upon activation of the account, we collect enough basic information in order to reasonably identify the person.The original card package describes the activation instructions and states "This is not a gift card" on the front of the package. On October 1, 2015, we spoke with Mr. [redacted] concerning the Western Union NetSpend Prepaid MasterCard he purchased We informed him that his information did not match the identification information provided when his mother called to activate the card. It is our policy to request a receipt showing that he purchased the card along with identifying documentation. Once we receive the required documentation we will refund the card price and mail Mr. [redacted] a check for the remaining balance because the card is now expired. NetSpend regrets the inconvenience that Mr. [redacted] experienced while attempting to activate his card. We have provided him with our contact information should he have any additional questions or concerns. We will also send Mr. [redacted] a follow up letter to address his concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, July 10, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she made a onetime payment with a merchant and she has proof.  She disputed the overcharged amount but did receive a refund.  She wants to be reimbursed $1500.  On May 3, 2014, Ms. [redacted] disputed 2 transactions on her NetSpend for $500 and $1000 from Patriot Bail Bonds.  We updated her disputes claim in ten business days with a request for documents to show the overcharge.  We closed the claim on June 16, 2014 with no error found on the transactions.  Ms. [redacted] had previously provided the merchant with the card number to complete a charge.  No letter of disputes was presented by her to show an error by the merchant.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while disputing the transactions in 2014.  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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his blocked card account.    We appreciate Mr. [redacted] additional comments about his experience of attempting to unblock his card with our Customer Service Agents.  A member of our Corporate Response Team spoke with Mr. [redacted] on December 29, and he explained the cost he incurred due to the blocking of his card and purchasing a new card.  As a courtesy, we refunded Mr. [redacted] for these cost and he will receive the check within ten business days.    We apologize for the service that Mr. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with.   We have 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 refund check for an account she was unable to activate.  She’s requesting a refund for her card balance.  On February 16, 2016, we reached out to Ms. [redacted] by telephone and...

email.  Unfortunately, we have not had the opportunity to speak with her, but we will address her concerns when she returns our call.  A refund check was sent to her address on January 15th.  On January 28th, Ms. [redacted] reported that she never received the check.  Our Accounting Department has requested an address verification before a replacement check can be sent.  Once this information is confirmed, we will request a new check which can take up to 10 business days to receive. 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

Friday, February 26, 2016 To Whom It May Concern: We received complaint # 1[redacted] filed with your office by [redacted] concerning a card offer that was sent to his granddaughter who is a minor. He’s requesting for NetSpend to remove his granddaughter from our mailing list.  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 February 26, 2016, I spoke with Mr. [redacted] to address his full concerns. At his request, we cancelled the card offer and removed his granddaughter’s information from our systems to prevent future card offers from being sent to her. Additionally, we have submitted a request to our Marketing Department in order to obtain detailed information on how his granddaughter’s name and address were obtained.  We regret any inconvenience that Mr. [redacted] and his granddaughter experienced as a result of this card offer. 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

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.
NetSpend did make this right and were very polite when I spoke with them on the phone. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his blocked card. On April 30, 2016, [redacted] reported an unauthorized transaction through his online account center. The next day, [redacted]’ card was blocked to prevent any further...

unauthorized use and a replacement card was requested. Upon receiving his complaint, we reached out to [redacted] on May 3 to assist with accessing his funds. We ordered [redacted] a new card with expedited delivery. He received the expedited card on the following day and activated it for use. The pending unauthorized charge was not collected by the merchant after seven days and our system automatically released it back to [redacted]’ available balance. The release of a pending transaction is not a void or cancellation of the original charge. If the merchant collects the funds later, [redacted] can file a disputes claim. We apologize for the poor service that [redacted] experienced with our Customer Service Department. We have reported this incident to the management staff of the customer service agents he spoke with.We provided [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 inconsistent information
she was given for her disputes claim.  She’s requesting to be reimbursed for the inconvenience that she’s
experienced, in addition to our customer service...

being trained to provide
consistent information.  On November 18, 2015, we spoke with Ms. [redacted] concerning
her disputes claim.  We apologize for the
incorrect information that she was given by the representative who opened her
claim. We are investigating Ms. [redacted]’s concern about the misinformation
that was provided to her when speaking to our customer service agents.  Ms. [redacted]’s disputes claim will be updated on
the tenth business day from the claim initiation date, November 24th.  The provisional credit decision will be made
at that time. The claim can take up to 45 days from the creation date to
finalize. .  NetSpend understands how frustrating it can be to
experience unauthorized charges. We are very committed to providing Ms. [redacted]
with a safe and secure product. 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 pending transaction on her Card Account.   Our records show that on March 15, 2017 we received an authorization request from Target.com for $99.92.  The credit...

transaction also included a $1 fee in accordance with the fee plan on Ms. [redacted]’s Card Account.  She contacted our Customer Service on March 19, through her online account center secure email to inform us the transaction had been cancelled.  We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm they do not intend on collecting the funds, in order to release the funds back into her available balance.  If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. This requested confirmation is for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.   A member from our Corporate Office spoke with Ms. [redacted] on March 21, and she explained that she sent the cancelled receipt and account statement showing the merchant would not collect the funds.  As a courtesy, we released the pending transaction back to her available Card Account balance.  We emailed her information about the released transaction and advised that our release is not a stop payment or cancellation of the original charge.  If the merchant collects at a later date, Ms. [redacted] will have to dispute the transaction in order to recoup the funds.      We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures.   We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter.    Thank you,   [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:It is unreasonable to have that much personal info and I just want my money back and will use it to deal with a company that I trust.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her payroll service released her direct deposit to her NetSpend account, but it has not posted to her account.. She wants her deposit posted immediately. On August 14, 2015,...

Ms. [redacted] contacted NetSpend to inquire about her direct deposit posting to her card. We informed her that NetSpend receives payroll deposits by Automated Clearing House (ACH). We deposit the funds to the designated account within the hour of receiving the electronic ACH file from the sender. Later that afternoon Ms. [redacted]’s deposit was received and posted to her card. A standard bank waits until the settlement date to post the deposit instead of the date it is received. NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on her deposit to post. 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 that was placed on her account as a result of having a negative balance.  She’s requesting to speak with a member of management to voice her concerns about the experience she had...

while attempting to resolve the block placed on her account. On January 25, 2016, our system blocked Ms. [redacted] account because of a previous NetSpend account that had a negative balance of $81.25 for 180 consecutive days.  She received a direct deposit on February 7th for $6845.00, and a notification was sent to our Recoveries Department to recover the negative balance in efforts to remove the block. On February 11th, the negative balance was recovered and the account block was removed. An error occurred with the recovery and an additional negative balance was deducted in the amount of $66.25.  Ms. [redacted] was contacted by a member of our Corporate Response Team and the additional amount was corrected and added back into Ms. [redacted] account. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the account block.  We have provided her with our contact information should she 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]. [redacted] 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 [redacted]...

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 [redacted] 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,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, May 29, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] 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. [redacted]’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. [redacted] is no longer eligible for NetSpend services.  NetSpend regrets any inconvenience this closure may have caused Ms. [redacted].  If she should have any additional questions or concerns she can call the toll free number [redacted]  Thank you,
[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: I have submitted by email the same documentation as well as there was no credit to my account on the behalf of the the 04/11 they then told me that they will be re sending the same info that they already had on file. They told me my dispute had been closed without my knowledge
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on November 3, 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] Customer Experience Analyst Netspend, a TSYS Company