Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her grandfather’s account. On June 16, 2016, we reached out to Ms. Gonzalez, but unfortunately, we have not had the opportunity to speak with her. Since Ms. [redacted] did not provide her...

grandfather’s name, we requested additional information by email so we can locate the account she referenced in her complaint. We apologize for the service that Ms. [redacted] and her grandfather experienced with our Customer Service Department. We have reported this incident to the management staff of the customer service agents they spoke with.Ms. [redacted] has been provided 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 information you found is not efficient. You guys are taking people money. I did everything that I was suppose to do file complaint  lost package and you still telling you handled the problem. Yet no has my product for me or funds. This is unacceptable, I never received my products which mean 100% Refund there no if ands about it. You telling me it states it was shipped to my address of course it was suppose to come to my address but yet never signed or received the package, and a loss claim was filed with the shipper so I’m not understanding you not working for the customer or merchant as a customer you did do the full ability to handle this situation. If you called you would of saw they was waiting for merchant so they can pay for lost package but yet the right steps was not done.I would like to resolve thisI just want what is due to me.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. **. [redacted] states that she has not received the refund check that was mailed to her in April. She wants her money immediately. On August 19, 2015, we spoke with **. [redacted] concerning her refund...

check and have updated her name and address on file. We’ve issued a void request on the initial check, and will reissue a new check to her once the request is honored. NetSpend regrets the inconvenience **. [redacted] experienced concerning her refund check. 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]. Mrs. [redacted] mentions the inconvenience that she’s experienced while attempting to get added to her husband’s account. She’s requesting access to her direct deposit that was supposed to post to the...

account. 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, 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. On September 9, 2015, Mrs. [redacted]’s information was entered through our online account center at www.netspend.com. Additional information was needed to confirm her identity, which is why identity documents were requested. The documents that were initially sent on Mrs. [redacted]’s behalf were not accepted to approve her onto the account. As a result of not receiving the identity documents needed to approve her to the account, Ms. [redacted]’s direct deposit was returned back to the sender on September 13th. On September 14th, we received the acceptable documents for Mrs. [redacted], and added her to the account. NetSpend regrets the inconvenience that Mrs. [redacted] experienced while being added to her husband’s account. 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 comp*aint # [redacted] fi*ed with your office by [redacted] concerning a dispute on her account. On Apri* 26, 2016, Ms. [redacted] contacted our Customer Service Department to report unauthorized transactions on her account. Her compromised card was b*ocked and we...

ordered her a rep*acement. We immediate*y opened a dispute c*aim and began our investigation. We a*so informed Ms. [redacted] of the investigation timeframes afforded to financia* institutions, under Regu*ation E. We conc*uded our investigation on May 10, with no error found and no credit issued. We have reason to be*ieve that the transactions were authorized and that Ms. [redacted] benefited from the transactions. A *etter exp*aining the dispute decision has been mai*ed to the address on fi*eUpon receiving Ms. [redacted] comp*aint, we spoke with her on May 12 to exp*ain the dispute decision. Ms. [redacted]ater provided a po*ice report and we submitted it to our Disputes Department for review. Our Disputes Department confirmed the origina* c*aim decision of no error found.On May 17, our Risk Management Team c*osed Ms. [redacted] account due to risk factors that were identified. Ms. [redacted] is no *onger e*igib*e for products managed by NetSpend. We understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product.We have provided Ms. [redacted] our contact information shou*d she have any additiona* questions or concerns. Thank you,[redacted]. [redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On June 22, 2016, Ms. [redacted] contacted us to report an unauthorized transaction that posted on her account. We immediately opened a dispute claim and began our...

investigation.  We also blocked her card to prevent further unauthorized activity and ordered a replacement. We informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We reached out to Ms. [redacted] to discuss her dispute claim on July 8.  We completed our investigation on July 11, and provided full reimbursment for the disputed transaction.After review of Ms. [redacted]’s transaction history, we confirmed that there were no additional unauthorized transactions from Baltimore. We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the monthly fee plan associated with his account.  He’s requesting a refund for the fees he incurred on the account.    On February 8, 2016, Mr. [redacted] activated his...

NetSpend card / account and was automatically placed under the Pay As You Go fee plan.  This default fee plan charges $1 for signature transactions and $2 for transactions using the PIN.  On February 11th, he received a direct deposit over $500 and his account was upgraded to Premier status.  This upgrade made him eligible for the Fee Advantage Plan (FAP) for a reduced fee of $5 per month.  The plan would automatically switch to the lesser amount if he had been on the FAP for $9.95 previously.  When he called customer service on February 16th, he was placed on the $5 FAP.  We reached out to Mr. [redacted] on February 17th by telephone and email, but unfortunately, we did not have the opportunity to speak with him.  We will assist him further when he returns our call.  As a courtesy, we refunded the transaction fees that would have been covered by the FAP, if it had been selected.  NetSpend regrets the inconvenience that Mr. [redacted] experienced with the FAP on his card. He has my contact information should he 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] concerning his account closure. As part of our standard Fraud Prevention process, on December 5, 2016, we made the decision to permanently close Mr. [redacted] card account because we identified...

several high risk factors associated with his card account. For security reasons we are unable to disclose the risk factors that led to the account closure. We are no longer able to offer him NetSpend services. On December 08, a check for the remaining account balance was mailed to Mr. [redacted], at the address on file. Mr. [redacted] notified us on January 4, 2017, that he had not received the check. He confirmed the address we had on file was correct. We issued a stop payment for the check on January 11 and mailed a replacement check to Mr. [redacted] on January 18. The check should arrive within ten business days. A member of our Corporate Customer Response Team reached out to Mr. [redacted] on January 23, but we have not had the opportunity to speak with him. We sent him an email informing him that the replacement check has been mailed to his address.  Mr. [redacted] has been provided 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: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on February 20, 2018 by way of telephone, e-mail, or letter. If a letter has been sent, it should be received within the next five business...

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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On September 7, 2016, Ms. [redacted] contacted us dispute a transaction that posted to her account by COMCAST, for services she paid for but did not receive. We opened a...

dispute claim and promptly began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  On September 21, we determined that Ms. [redacted]’ dispute claim was not eligible for provisional credit, but we are continuing our efforts to investigate the claim. A member of our Corporate Response Team spoke with Ms. [redacted] on October 25, regarding her claim and the dispute process. We advised Ms. [redacted] that her claim is scheduled to be finalized by end of the day on November 7.  The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation. 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 a rebuttal complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that there is no reason for us to hold his money. He wants his money returned. As we stated in our last response, Empower Insurance Group charged Mr. [redacted]’s card $128.25 and collected those funds on June 2, 2015. If the merchant never collected the funds, we would not be able to dispute the transaction. We updated his disputes claim after ten business days with the final date of August 3rd. No provisional credit was issued on this type of claim of the merchant not providing the services. We have no further information until the insurance company responds to the claim we have filed on behalf of Mr. [redacted]. If the disputes claim is successful, we will credit his account the next business day after the final date, August 4th. NetSpend understands the disputes process is a lengthy one. We appreciate Mr. [redacted]’s patience as we attempt to retrieve his funds. 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

Complaint: [redacted]
I am rejecting this response because: I still believe the companies involved in this, which was not only NetSpend, should have some responsibility, however I have been informed neither NetSpend or [redacted] wish to take any responsibility, therefore I have no other option but to...

accept their decision to be of no further assistance. The person(s) running this scam are well-versed in the manner of things involving both companies and if they continue running the scam maybe enough people will get involved to make a difference, although I have been informed by the police this scam was used on others in other parts of the country. This has also been reported to the FBI as well as a police report filed with the local police. Mr. [redacted], of NetSpend, was very nice, no complaints there, however some of the [redacted] employees need a lesson in people management and politeness. Neither will be getting any business from me and I will definitely not recommend them to anyone I know.
Regards,
[redacted]

Wednesday, July 26, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on July 25, 2017 by way of telephone. We emailed Mr. [redacted] the details of the actions to resolve his...

complaint on July 24, 25, and 26. 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

Thursday, June 15, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on June 15, 2017 by way of telephone. We emailed him the details done on her accounts the same day. 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 her dispute claim.   On September 19, Ms. [redacted] contacted our customer service phone number and blocked her card as lost/stolen using our automated system. On September 26,...

Ms. [redacted] logged into her online account to report unauthorized transactions totaling $333.64 that posted to her account. We immediately blocked her card to prevent any further unauthorized activity. We promptly opened a dispute claim [redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.   On October 10, we issued a provisional credit to Ms. [redacted] account, while we continued with our investigation of her dispute claim. On October 12, Ms. [redacted] contacted us to transfer her funds to another Netspend account of hers. On October 22, Ms. [redacted] logged into her online account center to view her other NetSpend account, and reported an unauthorized ATM transaction that posted to her account for $202.50. We immediately blocked her card to prevent further unauthorized activity. We promptly opened a dispute claim [redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.    We concluded our investigation of Ms. [redacted] dispute claim [redacted] on October 26, with no credit being issued to her account because we did not find an error occurred. We have reason to believe that the transaction was authorized and that Ms. [redacted] benefited from the transaction.   On November 10, we concluded our investigation of Ms. [redacted] claim [redacted] and provided full reinbursment for the disputed transactions to her account. The provisional credit previously issued to her acocunt on October 10, becomes permanent.   Additionally, our Risk Management Team closed Ms. [redacted] accounts on October 26, due to risk factors that were identified while investigating her claims. These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.   A member of our Corporate Response Team reached out to Ms. [redacted] on November 21, to discuss the results of her dispute claim and account closure.  A letter detailing the results of our investigation was mailed to Ms. [redacted] address on file on November 22.  She should receive this letter within ten business days.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response 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.
Regards,
[redacted]

To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning her disputes claim. On April 28, 2016, Ms. [redacted] contacted us to open a disputes claim against an unauthorized transfer of funds to another account. We immediately opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E. We updated her claim on May 12, and requested additional information from Ms. [redacted]. Our Disputes Department requested Ms. [redacted] to provide a letter explaining why she feels an error was made. The next update for her disputes claim will be available on June 10. Upon receiving her complaint, we reached out to Ms. [redacted] on May 27, but unfortunately, we have not had the opportunity to speak with her again. To date, we have not received the requested additional information from Ms. [redacted] for her disputes claim. We understand how frustrating it can be to experience unauthorized transfers on your account. We appreciate Ms. [redacted] patience as we work to get her money returned.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

Thursday, January 21, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim for unauthorized transactions and the closure of her account. On December 27, 2015, [redacted] contacted our customer service to dispute...

unauthorized transactions that occurred on her account.  On the tenth business day, our Disputes Department closed her claim with no funds being reimbursed to the account after conducting an internal investigation.  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 [redacted] account on January 11, 2016. She is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons.  We attempted to contact [redacted] on January 18st to address her concerns, but have not had the opportunity to speak with her.  NetSpend regrets the inconvenience [redacted] experienced as a result of her account closure and the misinformation she received regarding her claim. We have provided her with our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, September 20, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] 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 reviewed Mr. [redacted]’s dispute claim and issued a payout on September 15, 2017. As you requested, we addressed this matter directly with Mr. [redacted] on September 15, 2017 by way of telephone. We informed him that his dispute claim was paid out in full. 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

Friday, May 8, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she does not want an account with NetSpend.    On May 8, 2015 we attempted to reach Ms. [redacted] by telephone and email.  No account was...

located matching her name, address, email and telephone number.  When she contacts us, we will be able to give her any information we have concerning her card and the fifty dollars that was given to her as a gift.  Ms. [redacted] has been given our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company