Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she could not transfer money to her NetSpend card. She wants access to her funds. On August 12, 2015, we spoke with Ms. [redacted] about gaining access to her funds. She is no longer...

eligible to transfer between NetSpend cards due to a prior unauthorized transfer. Because she had not received her replacement card, another card order was expedited to her. She will receive this card in 1 – 2 days. NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on a replacement card. 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] regarding a Payback Reward incentive that she has not received.  On May 26, 2016, a Payback Reward for Direct Energy was presented in Mrs. [redacted]’ online account center.  The offer advised that...

Mrs. [redacted] would qualify for a $40.00 incentive once all of the requirements are met.  On July 13, 2016, Mrs. [redacted] activated the Payback Reward and made a qualifying purchase using her Netspend card with Direct Energy.A member of our Corporate Response Team spoke with Mrs. [redacted] on August 16, and confirmed we have credited her account for the Payback Reward amount.We apologize for the service that Mrs. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with.We have provided Mrs. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, December 18, 2015To Whom It
May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the disputes
claim that she opened for unauthorized transactions that were made on her
account.  She’s requesting to be refunded
for the unauthorized transactions. On October 5, 2015, Ms. [redacted]
disputed eight unauthorized transactions that occurred on her NetSpend card
during the timeframe between September 30th and October 4th.  We informed her that an update would be
provided within ten business days, October 20th.  On the tenth business day, our Disputes
Department closed the claim with no error found on the disputed transactions,
and no funds were reimbursed to the account.  Ms. [redacted] requested the documents used to support our claim
decision, and they were sent to her inbox in our online account center on
November 5th.  We spoke with Ms. [redacted] on December
18th concerning the closed disputes claim.  We explained the reasons for the closing of
her disputes claim.  We also informed
that she received a payout for her second claim started on December 3rd.  We expedited a new card since she advised
that a replacement card was not received.  She will receive this card within three business days.   NetSpend regrets the inconvenience that
Ms. [redacted] experienced as a result of the disputes claim decision. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund she is expecting from [redacted] Inn and Suites.On July 23, 2016, Ms. [redacted] attempted to use her card for multiple times with [redacted] Inn and Suites that were all declined due to...

insufficient funds. On July 25, a settlement occurred and [redacted] Inn and Suites force posted one of these transactions on Ms. [redacted] account for $246.38. The same day, Ms. [redacted] contacted us to report that she did not receive any services for this charge but the merchant still collected the amount.  We immediately opened a dispute claim for Ms. [redacted] and began our investigation.A member of our Corporate Response Team spoke with Ms. [redacted] on August 4 and advised her that we concluded our investigation.  Our records show that [redacted] Inn and Suites refunded her account on August 1, for the full amount of the transaction that posted to her account and that she reported in her dispute claim.  The results of the investigation will be sent to her in writing within three business days of the conclusion date.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

Friday, July 7, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. After further research into the issues Ms. [redacted] experienced with transferring funds from her PayPal account, we confirmed that her previous transfer attempts...

were declined due to the limits associated with this feature.  These limits are in place for security purposes.  We attempted to reach Ms. [redacted] by telephone on June 30, and July 7, but unfortunately, we were unable to speak with her. We emailed Ms. [redacted] on July 7, outlining our actions to resolve her complaint.  Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she contact our Customer Service Department, we have left notes on his account for her to be connected with [redacted] to further assist 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

Complaint: [redacted]
I am rejecting this response because: NetSpend never responded to me in regards to my claim on my account abc it shouldn't take 45 or more days for me to be issued a refund on my account. I also asked several times to speak to a supervisor and they have hung up on me. This is not only an inconvience to me but also extremely disrespectful. I have yet to receive any correspondence regarding this matter. This is the first time they have even reached out to me and it's due to the fact that I contacted the Revdex.com. Please be advised that I am taking legal action to receive my money in full. This is an inconvience that no one should have to endure.
Regards,
[redacted]

To Whom
It May Concern:We received complaint # 1[redacted] filed with your office by [redacted] concerning his refund check that
he has not received from his closed account. He’s requesting for his check to
be sent to a different address. In an
effort to protect NetSpend cardholders, our Risk...

Management Department
regularly monitors their accounts to prevent compromising activity, or
unacceptable account usage. Our Risk Management Team identified risk factors
that led to the blocking of Mr. [redacted]’ accounts on October 5, 2015.  The factors that lead to the account closure
are kept internal for security reasons. The remaining funds on Mr. [redacted]’ account
were under review by our Risk Management Team, and on October 29th a
check was mailed to his address on file.  On
November 11th, we reached out to Mr. [redacted] by telephone and email
to address his concerns regarding his refund check being sent to his updated
address. Unfortunately we have not had the opportunity to speak with him, but
will assist with his concerns when he returns our call.  NetSpend regrets the inconvenience that Mr.
[redacted] experienced as a result of his account closure. We have provided him
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 a block on his account that was caused by a merchant refund. Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our...

cardholders. On March 7, 2016, a systemic block was placed on Mr. [redacted]’s account after he received a refund from a merchant. In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refund. This policy is in accordance with our responsibilities under the MasterCard processing rules. On March 8th, Mr. [redacted] contacted Netspend regarding the block that had been placed on his account.   Our customer service requested him to send a copy of the original purchase receipt for the transaction in order to help get the block lifted. Mr. [redacted] mentioned that there was no original purchase made, but that the refund was for winnings from a game he played. On April 1st, our Risk Management Team removed the block on Mr. [redacted]’s account. On April 1st, I spoke with Mr. [redacted] to address his full concerns and advise him that the block has been removed.NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the block on his account. He has my contact information should he have any further 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 the inconvenience she experienced with her NetSpend card.  She mentions she was advised that the documents she submitted would be accepted.  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.  We reached out to Mrs. [redacted] by telephone on February 1st and informed Ms. [redacted] of the documentation that we will accept to verify her identity.  Per Mrs. [redacted], she was unable to provide what was asked of her.  We advised that we were unable to verify her identity, and unfortunately, we could not add her to her husband’s NetSpend account.  NetSpend regrets the inconvenience that Mrs. [redacted] experienced while attempting to activate her card.  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]. Ms. [redacted] states that she was unable to use her card to pay bills. She wants access to her money. On August 13, 2015, we spoke with Ms. [redacted] concerning her expired temporary card. Temporary cards are...

good to use for 120 days from the activation date. Upon successful activation of the temporary card, a personalized card is immediately ordered and sent to our cardholder’s address on file. Ms. [redacted] never received her personalized card that was mailed to her on March 6th. However, she was able to pay her bill with the second card that we mailed her on August 4th. NetSpend regrets the inconvenience that Ms. [redacted] experienced due to not receiving her first card in the mail. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] states that he was not comfortable providing his Social Security Number so he is requesting a full refund. 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, 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 laws concerning the prepaid debit card. This information is displayed on the outside of our card packaging. We have complied with [redacted]’s request and mailed him a check on June 5th. NetSpend regrets the inconvenience that [redacted] experienced while trying to activate his card. He has been given my contact information should he have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, July 29, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card offer that was sent to her son who is a minor. NetSpend relies on affiliate marketing services as a source for reaching potential new customers and...

card offer recipients’ information is acquired through these business relationships. A consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the information. Because NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us. The offer is not active and cannot be used unless activated. During activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient. If the recipient cannot be verified, then the offer cannot be activated. On July 29, 2016, we spoke with Ms. [redacted] and informed her that the card offer sent to her son is permanently blocked and the name and address have been removed from our mailing list. They should not receive any future offers from NetSpend managed products. Additionally, we have submitted a request to our Marketing Department to provide information concerning how her son’s name and address were obtained. That information will be conveyed to Ms. [redacted] once it is received. We apologize for the service that Ms. [redacted] experienced with our Customer Service Department. We have reported this incident to the management staff of the customer service agents 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

Complaint: [redacted]
I am rejecting this response because:the results are false! In no way, shape or form did I benefit from somebody hacking my account and stealing money I work hard for. I was set behind on my bills because of that situation . I dont know how the investigation was handled but to me it was handles wrong. You guys are basically accusing me of stealing my own money and then reporting a false claim which is not true!I have to be at work 5 am so why should I be at somebody ATM machine 2 in the morning checking my balance. Like I told you guys before I only use [redacted] ATM machines for the most part and never check my balance on an actual ATM machine. Two hundred and fifty five dollars may not seem like a lot to y'all but as a single parent or means a lot to me and by y'all closing my account and not giving me my Money back it has affected me. 
Regards,
[redacted]

Monday, February 13, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his direct deposit. As soon as NetSpend receives a direct deposit, we will make the funds available as long as no additional review is required by our Risk...

Management Teams.  Mr. [redacted] deposits were posted to his Card Account prior to the date that the originator (IDES) asked us to make the funds available to him. On February 8, 2017, Mr. [redacted] spoke with our Corporate Office, and we explained that as soon as Netspend receives his direct deposit, it is posted to the Card Account.  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 Experience TeamNetSpend, a TSYS Company

Wednesday, January 31, 2018 To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint [redacted] to us. Netspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business...

relationships. A consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the information. The offer is not active and cannot be used unless activated. During activation, Netspend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient. If the recipient cannot be verified, then the offer cannot be activated. As you requested, we addressed this matter directly with Ms. [redacted] on January 30, 2018 by telephone. We emailed Ms. [redacted] the details outlining our actions to resolve her complaint. 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

Wednesday, September 20, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted]’s additional comments regarding complaint [redacted] to us. After receiving Ms. [redacted]’s initial complaint, we expedited two additional cards through UPS to the address she provided.  The tracking information for both cards indicate they were rejected at the address.  Both cards have been returned back to Netspend.  Ms. [redacted]’s account is now closed at her request.  A refund check for the Card Account balance will be sent by UPS.  We will send the tracking information to Ms. [redacted] by email when it becomes available.  We attempted to reach Ms. [redacted] on September 5, 9, 11, 12, 14, and 20, 2017 by telephone and by email, but unfortunately, we were unable to speak with her to confirm her address.  The email we sent outlined our actions to resolve her complaint.  Should Ms. [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her 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

Hi [redacted]  I replied to the email sent to me indicating that a response was being awaited upon by the company, I was not aware that there was already a reply from Netspend, here is what I read:  To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her request to unblock her card that was blocked as a security precaution after she reported an unauthorized transaction on her account. On December 18, 2015 Ms. [redacted] called to inform us that she did not authorize the transaction from [redacted] in the amount of $49.00. Our customer service team advised her that the card needed to be blocked as a security precaution to prevent further compromise of unauthorized use. Ms. [redacted] was also educated on our disputes process. . She contacted our customer service back that same day to provide an update that the merchant reimbursed her for the unauthorized transaction. On the following day, Ms. [redacted] contacted our customer service to request a transfer of funds to another NetSpend account that she had a card for. After passing the security verification, our customer service transferred the funds as requested, and Ms. [redacted] was able to access her funds. I’ve attempted to reach out to Ms. [redacted] on December 23rd, but have not had the opportunity to speak with her. NetSpend regrets the inconvenience that Ms.[redacted] experienced with the unauthorized transaction from [redacted]. 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 All of this is absolutely not true at all, I was sent to varies locations only to be told that they could not get me a temporary card. I literally spent 6 hours on this day trying to access my money and get the funds transferred. Finally I was able to transfer to my mom's card, however with a limit of $250 for 24 hours. So I literally had to eat TV dinners for Christmas with my children because I could only get a limited amount on my money, and I also had to pay my rent. Overall, I do not want anyone to have to experience this all due to a blocked card.  Also please note, that I sent in a secure email through their online system on 12/18/15, I NEVER spoke to a customer service member who informed me that the card would be blocked. I did in fact call them back the same day, because the vendor decided to reply and I was told I would be getting refund. I asked that they cancel the dispute, and they would not allow. I asked for the block to be removed, as this has been done in past once, and they would not.  Lastly, I have yet to receive the refund for the $49, which if the dispute would have been cancelled the same day as I requtesed, I would already have. I would like my money back in my account for $49 as soon as possible. Never again will I be doing business with this company.  Thank you,  [redacted]  [redacted]

Wednesday, May 18, 2016 To Whom It May Concern: We received comp*aint # [redacted] fi*ed with your office by [redacted] concerning a dispute and the c*osure of her account. On May 12, 2016, our Risk Management Team c*osed Mrs. [redacted]’ account because they identified risk factors associated with...

her activity/information.  These risk factors are not shared pub*ic*y for security reasons and Mrs. [redacted] is no *onger e*igib*e for products managed by NetSpend. On May 13, Mrs. [redacted] contacted us to dispute unauthorized transactions on her account.  We immediate*y opened a dispute c*aim and began our investigation.  We a*so informed Mrs. [redacted] of the investigation timeframes afforded to financia* institutions, under Regu*ation E.  We wi** provide an update on Ms. [redacted]’ c*aim on May 27.  On May 19, we spoke with Mrs. [redacted] and exp*ained that we cou*d not discuss her husband’s account with her because she is not *isted as a secondary cardho*der on his account.  We wi** address his concerns when he contacts us.  We understand how frustrating it can be to experience unauthorized charges on your account and we appreciate Mrs. [redacted]’ patience whi*e we attempt to get her funds returned. We have provided Mrs. [redacted] with our contact information shou*d she have any additiona* questions or concerns.  Thank you, [redacted]. [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 the difficulty she experienced with the fees deducted from her NetSpend card that she received as a gift. She’s requesting a refund of the fees.  The NetSpend Prepaid Debit Card product...

is offered for sale in different stores throughout the United States of America. In order to provide the consumer with information about our card, we display on the front of our package that this is not a gift card.  In addition, we inform the customer of the fees associated with the card on the outside of the package.  We want each person using our card to be aware of the product so we include the card terms inside the package and we offer all the card information at the website [redacted].  On March 1, 2016, we reached out to Ms. [redacted] by telephone and email.  She informed us that email is her preferred method of communication.  We apologize if she was not given the package with the card when she received her gift.  We informed her by email where she can obtain the information about the card.  We also advised that the maintenance fees have been credited to her card as a courtesy, restoring the original balance.  NetSpend regrets the inconvenience that Ms. [redacted] has experienced with our product. 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

We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.    On January 20, 2017, Mr. [redacted] contacted us to report several unauthorized transactions that posted on his account.  We immediately blocked the card to prevent any further...

unauthorized use.  We promptly opened a dispute claim and began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E. We completed our initial investigation on February 3, and determined that Mr. [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim.   His dispute claim is scheduled to be finalized on March 21. The results of the investigation will be sent to Mr. [redacted] in writing within 3 business days of completing our investigation.    A member of our Corporate Office spoke with Mr. [redacted] on February 6, to discuss his claim. We informed Mr. [redacted] of the dispute process and explained the reason for timeframe.     We understand how frustrating it can be to experience unauthorized activity on your account.  NetSpend is very committed to providing a safe and secure product.  We apologize the dispute resolution process is lengthy, and appreciate Mr. [redacted] patience as we work to resolve his claim.   We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Customer Experience Specialist NetSpend, A TSYS Company