Realcor Developments Ltd.

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’ complaint to us. On October 30, 2017, three of Ms. [redacted]’ Card Accounts, managed by Netspend, were closed by the issuing bank, The Bancorp Bank, because high risk account activity was identified. The specific high risk factors that...

triggered the closure are not disclosed to consumers for security purposes.   We mailed you three refund checks, on November 15, 2017, for the remaining balance on the Card Accounts that were closed.  You should receive the checks within 10 business days.   As you requested, we addressed this matter directly with Ms. [redacted] on November by way of mail. We provided her with further insight on the account closure process. Thank you for bringing this matter to our attention. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because: Netspend did not conduct a fair investigation. Netspend went by one letter from engine Rebuilders when I submitted several documents and have recorded conversation with Engine Rebuilders. Netspend could have denied this immediately instead made me cancel my card. Netspend did not protect me as my financial institution. I paid for a service not parts. Contacted immediately and was pushed out to wait 6 days, then 10 days and then through December 27th. Told me to go to court. Furthermore I did not authorized this payment. I have more to write about and documents. Please send another link. 
Regards,
[redacted]

Tuesday, January 24, 2017To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claims.  We appreciate Ms. [redacted] additional comments.  After our reinvestigation of Ms. [redacted] dispute claim [redacted], we determined that it was handled properly and that we did not find that an error occurred.    A member of our Corporate Customer Experience Team spoke with Ms. [redacted] on January 26, and she explained the conditions that lead to her disputed transactions.  We opened a new dispute claim [redacted] on transactions that Ms. [redacted] did not include in her first dispute claim.   We also informed Ms. [redacted] of the timeframe afforded under Regulation E.  On January 27, we concluded our investigation of claim [redacted] and did not find that an error occurred. We informed Ms. [redacted] of the results by telephone and sent her and email with the details.  She will receive a letter detailing the results of her dispute claim within ten business days to the address on file.  We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Customer Experience AnalystNetSpend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her account. Ms. [redacted] expressed her dissatisfaction when speaking to our agents and would like to know information concerning the closure of her account.Our Risk Management...

Team regularly monitors cardholder accounts in order to provide a safe and secure product for all of our cardholders. Our Risk Management Team identified risk factors that led to the closing of Ms. [redacted]’s account on December 21, 2015. She is no longer eligible for NetSpend services due to the risk factors that were identified. This means that Ms. [redacted] will be prevented from opening any other account through programs that are managed by NetSpend. On January 11, 2016, we spoke with Ms. [redacted] and addressed her concerns. We also submitted a request to mail her a check for the remaining balance on her account. She should receive the check within 10 business days.NetSpend regrets the inconvenience that Ms. [redacted] experienced. 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

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.
Regards,
[redacted]

Monday, April 9, 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 April 9, 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning text alerts she is receiving for someone else’s NetSpend card. She’s requesting to stop receiving these text messages. On February 18th, 2016, I was able to locate the Netspend account in...

question and removed Ms. [redacted] phone number.  I left her a voicemail with my contact information informing her of the resolution.  We regret any inconvenience that Ms. [redacted] experienced by receiving text alerts for an account she does not have. She has been given our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, January 26, 2018To Whom It May Concern:Thank you for forwarding Mr. [redacted] complaint [redacted] to us. When a refund is received on a Card Account that does not correspond with a prior debit transaction on that Card Account, or a refund is received that exceeds the amount of...

the original purchase transaction, it is our policy to request the original purchase receipt to authenticate the refund in accordance with our responsibilities under the Visa/MasterCard Processing Rules, or return the funds back to the merchant.  As you requested, we addressed this matter directly with Mr. [redacted] on January 18, 2018 by way of telephone.  We provided further insight on the funds that were returned back to the merchant.  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, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she experienced with filing a disputes claim for an unauthorized transaction that occurred on her account. She’s requesting access to her...

funds through her card.    On December 1, 2015, Ms. [redacted] called customer service to open a disputes claim on a transaction from Wal-Mart for $175.58. Her claim was reviewed and reimbursed for the disputed amount on the tenth business day, December 15th. In an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order 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 December 15, 2015. As a result of these risk factors, Ms. [redacted] is no longer eligible for NetSpend services. She had an ongoing disputes claim that was filed on November 2nd and this claim was paid out on December 17th.  A check was mailed to her address for the remaining account balance on December 21st.  We reached out to Ms. [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with her. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of her account closure. 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 the when I called initially, the report was not treated as an emergency.  They knew that by the time I would send the documents over it would have been too late.  How would I have the card numbers then?  I understand that at that point these cards were not under my name but  I reported to them that that is a fraud account in that persons name and I am the real person who possessed ownership of these cards.  This explanation given the emergency circumstances should have been enough to st least take some sort of action regarding those fraud accounts instead of waiting until I sent them documentation.  They explained  to me that documentation was required first to identify that it was actually my account who possessed these cards before they could do anything.  Me reading the card numbers and reporting this fraud emergency was not enough.  I could've even read the card numbers on the back since the cards were in my possession.  Why is the enough just to read card numbers including the numbers on the back for the scammer, but not for the company.  If th at all it took for the scammer, then technically that is all it should take for the company.  But instead, they requested all this other documentation before anything could even be looked at.  That is not right, and if I had the information on the cards then that should have been enough to address my concern.  Instead, they just refused to address it until I sent I'm those documentx and that is not right.  This system is not secure and I will never use prepaid debit cards if this information is enough to use for a scammer (card numbers and numbers on the back) but not the company.  These accounts were not cleaned out when I made this phone call and I would like some compensation.  I spent hours trying to reach a representative, they kept hanging up or putting me on hold.  I spent the whole day.  From what I understood somethong could have been done if those accounts were not yet wiped out, which they were not at the time that I called, but not without this extra documentation which is not right in a case of an emergency.
Regards,
[redacted]

Tuesday, November 08, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her account.    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 presented on the card packaging prior to purchase and within the terms and conditions that are provided with the card.   On November 3, 2016, Ms. [redacted] attempted to activate her new NetSpend card, but her identity information could not be automatically verified because the card was registered under her boyfriend, [redacted] name.  We requested her to provide copies of her identification documents to verify her identity manually.    In response to her communication, a member of our Corporate Response Team spoke to Ms. [redacted] on November 8, and explained the account had already been closed per her request.  The remaining balance on the account will be mailed to the address we have on file.  She should receive the refund check within 10 business days.   NetSpend is very committed to providing a safe and secure product.  We have 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

Monday, May 23, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her card activation. We are required 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 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 provided on the outside of the card packaging.   On December 8, 2015, Ms. [redacted] received a NetSpend card as a gift. Ms. [redacted] contacted our Customer Service Department on May 15 to activate the card, but it was already expired.  We ordered her a  replacement card and she should receive it within 7-10 business days. Upon receipt of her complaint, we spoke to Ms. [redacted] on May 23 to discuss the card she received and the associated fees.  We explained why we require identity information and that our fees are detailed on the card packaging. We have 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

Tuesday, January 24, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her Card Account. On January 17, 2017, Ms. [redacted] contacted us to activate her Card Account.  Our system recognized that she had a...

previous Card Account that was closed for high risk activity and automatically blocked the new Card Account.  Ms. [redacted] advised that she never created the previous Card Account and we immediately closed her new Card Account and requested a refund check to be mailed to Ms. Dilley’s address on file.  She should receive the check within 10 business days.  In response to her communication, a member of our Corporate Response Team spoke to Ms. [redacted] on January 24 to assist with her Card Account.  Since Ms. [redacted] advised that she did not create the previous Card Account, we strongly encourage her to report this incident to the Federal Trade Commission, at https://www.identitytheft.gov/.  The FTC can provide suggestions on how to protect her personal identification information going forward and how to alert other agencies, such as credit bureaus, that her identity information was compromised. 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.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]. Ms. [redacted] mentions her dissatisfaction with NetSpend. 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. On August 17, 2015, we reach out to Ms. [redacted] concerning her NetSpend card. The information she provided during the card activation process could not be verified automatically in our system. We required identification documentation to manually verify and activate her card. We have emailed her a list of acceptable documents. Once the documents are received, we will review for card activation. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the card activation. 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 block on his account. During routine monitoring, we placed a temporary block on [redacted]s account, on May 15, 2016, because we detected suspicious activity on his account.On May...

16th, we spoke with [redacted] regarding the suspicious activity and he confirmed it was authorized.  The account block was removed and [redacted] regained access to his funds. Upon receipt of his complaint, we spoke with [redacted] on May 16 regarding the account block. [redacted] understands the reason for the block and that he can now use his card.  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

Thursday, January 19, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning NetSpend Card Account she purchased for her daughter 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.  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 Account package and is visible to consumers prior to purchase.  Our package also informs the buyer that the person activating the card must be at least 18 years of age and that this is not a gift card.  On January 10, 2017, Ms. [redacted] purchased a NetSpend Prepaid Card Account from CVS and loaded $37.00 onto it.  Ms. [redacted] activated the Card Account on our website and did not choose a fee plan.  The default fee plan is the Pay As You Go plan, 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.  A member of our Corporate Response Team attempted to contact Ms. [redacted] to discuss her Card Account.  As a courtesy, we reimbursed the transaction fees and the amount she paid for the Card Account. A refund check has been requested and she will receive the funds within 10 business days at the address on file.  The processing fee has also been waived. We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted] Villalon Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:
I am a bit confused by the response received since I have never had an active NetSpend Western Union Card. I have had in the past a "Western Union" Prepaid card that was discontinued and the NetSpend Western Union Card has replaced it. I have had a NetSpend Card not affiliated with the Western Union in the past, but those accounts were closed many years ago. Additionally, I have never participated in illegal activity or had any notification of unacceptable account usage until now.I have not been formally informed of the allegations that I have read. As a consumer if I am denied service I should have been issued documented evidence to support these claims or else it would be discrimination.I do not agree with the excuse used to discriminate on myself and demand the free and equal use of a NetSpend Western Union Card without any discrimination or restrictions in compliance with NetSpend Western Union Prepaid Card Terms and Conditions. (https://www.wunetspendprepaid.com/account/terms/WU_NetSpend_Prepaid_MasterCard_...⇄ /> Regards,
[redacted]

Monday, August 8, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a transaction on her account. On August 3, 2016, we received an authorization request from [redacted] to hold $41.49 amount on Ms. [redacted] card. Ms. [redacted]...

contacted our Customer Service Department on August 6, to dispute the pending charge from the merchant. We informed her that if the [redacted] collects on the pending authorization, we will be able to open a dispute claim once the transaction posts to her account. If the merchant does not collect the transaction during their settlement process, the funds will be released back to her card balance after seven days. In response to her communication, we reached out to Ms. [redacted] on August 8, but unfortunately, we have not had the opportunity to speak with her. We received clarification through email that the charge was cancelled in the store. If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. We request confirmation 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. We released the authorization back to her available balance on August 8. As a courtesy, we also issued a credit to Ms. [redacted] account for transactions fees. 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

Wednesday, September 7, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her direct deposit. On September 1, 2016, Ms. [redacted] called to inquire about her direct deposit. We explained the ACH (Automated Clearing House) deposit will post...

to her account within the hour of us receiving it from the sender. Ms. [redacted] deposit posted on September 5, and we sent a deposit notification to her cell phone via text message. The settlement date, for this deposit is September 6. In response to her communication, a member of our Corporate Customer Response Team reached out to Ms. [redacted] on September 6, but we have not had an opportunity to speak with her. We are investigating the message she received about the Refer-A-Friend Program. We will report the results of our investigation directly to Ms. [redacted]. 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. We have 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

To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. In response to this communication, we permanently blocked the card offer on September 22, 2017.  We have also removed Mr. [redacted]’s name and address from our mailing list and he should not receive any future offers...

from any Netspend managed programs. Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained.   We attempted to reach Mr. [redacted] by phone and email on September 21 and September 22 but unfortunately, were unable to speak with Mr. [redacted].  We emailed him a letter on September 22 outlining our actions to resolve his 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 Analyst Netspend, a TSYS Company