Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her payroll was deposited to an old NetSpend card. She purchased a new card to transfer her funds, but it could not be activated because of a previous account with a negative...

balance. She’s requesting access to the deposit sent to the old account. On September 17, 2015, Ms. [redacted]’s deposit was received to her account that went into a dormant status. As a result of not having an active personalized card on this account, the direct deposit was pending for manual review. Ms. [redacted] purchased a new NetSpend card on September 19th with the intentions of moving her funds from the old account. When she attempted to activate the new card, our system recognized the previous negative balance and placed a block on the new account. No funds could be transferred to the new account. We ordered a personalized card for Ms. [redacted] on September 21st. We reached out to Ms. [redacted] by telephone and email on October 1st. We have not spoken with her as of yet, but we ordered another card to be expedited to her address. She will receive this card in 1 – 2 days so that she can have access to the deposited funds. When returns our call, we will go over her options for the new card she purchased, and will send her the account history that shows the outstanding balance. NetSpend regrets the inconvenience that Ms. [redacted] experienced with accessing her deposit, and activating her new card. We have provided her our contact information should she have any additional questions or concerns. We will also send Ms. [redacted] a follow up letter to address her 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 activation of her new card.    We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with...

us.  When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. The requirement to obtain this information is displayed on our card packaging.  Ms. [redacted] attempted to activate her new account on November 16, 2016, but her identity information could not be automatically verified.  We requested Ms. [redacted] to provide copies of her identification documents to verify her identity.  On November 18, Ms. [redacted] contacted us to inquire about her account status.  We advised to resend her information since the documents we received were illegible. A member of our Corporate Response Team spoke with Ms. [redacted] on November 21, and informed her that her account was fully verified and approved on November 18.  We expedited a new card to her address on file, and waived the shipping cost.   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

Thursday, June 16, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning receipt of a refund check.   During routine monitoring, we placed a temporary block on Ms. [redacted]’s account, on May 12, 2016, because we detected...

suspicious activity on her account.  We requested identification documents from Ms. [redacted] in order to remove the block.  The documents that Ms. [redacted] provided were not acceptable to remove the block.  Ms. [redacted] requested to close her account on May 17.   Upon receiving her complaint, we spoke with Ms. [redacted] on June 16, 2016 and she informed us that she has received her check in the mail.  The check was mailed to her address on file on June 7.  We apologize for any delay she experience in receiving her funds.    Ms. [redacted] has been provided 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] concerning the Refer-A-Friend promotion associated with his Netspend Prepaid Debit Card Account.    On March 21, 2017, Mr. [redacted] contacted our Customer Service because he was...

referred by a friend to apply for a Netspend Prepaid Card Account in order to receive the Refer-A-Friend offer.  We informed Mr. [redacted] that our records show his card account was funded by an instant bank transfer and did not qualify for the bonus.   A member from our Corporate Office reached out to Mr. [redacted] on April 6.  We apologized for the inconvenience and, as a courtesy, issued a credit to Mr. [redacted] card account for the Refer –A- Friend offer.  We requested further information about the friend he was referred by via email.    We have provided Mr. [redacted] with our direct contact information should he have any additional questions concerning this matter.  Thank you,   [redacted] Customer Experience Specialist 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. I feel that it shouldn't have taken for me to report to the Revdex.com to get my money back but whatever works. I will be canceling my account with this "bank".
Regards,
[redacted]

Wednesday, June 14, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. We attempted to reach Mr. [redacted] by phone on June 9, and June 14, 2017, but unfortunately, were unable to speak with Mr. him. We emailed him the details of his...

account activity on June 14.  Mr. [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should he contact our Customer Service Department, we have left notes on his account for Mr. [redacted] 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:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with card and her online account access. On June 22, 2016, we spoke with Ms. [redacted], and assisted her with accessing the online account center. We also enrolled Ms....

[redacted] in our Anytime Alert feature to receive a text message after each transaction she completes. The balance inquiry fee that was assessed has been refunded since Ms. [redacted] was unable to log into her online account center. We 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 text messages she is receiving. In response to her communication, we spoke with Ms. [redacted] on July 1, 2016, and explained that her telephone number is not in our system to send text...

messages. We located the account where the notifications are originating from and we are in contact with our customer to modify the setting on their cell phone so no text messages are forwarded to Ms. [redacted]. We apologize for any inconvenience this may have caused her. 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: Thank you for forwarding Mr. [redacted]’ complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on August 24, 2017 by way of telephone.  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 additional comments on
complaint # [redacted] filed with your
office by [redacted]l [redacted] concerning two
transactions that he is disputing.  He
wants the money returned for the disputed transactions.  Mr.
[redacted] responded by email in order to inform us of the items he wanted to
dispute.  The disputes claim was started
on November 13, 2015 and it will be updated within ten business days, November
27th.  The provisional credit
decision will be made on the tenth business day.  We reached out to Mr. [redacted] again by
telephone and email on November 20th.  We requested that he write a disputes letter
to list the transactions and explain why he feels the charges are in error.  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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.We appreciate Ms. [redacted]’s additional comments.  We have re-reviewed Ms. [redacted]’s dispute claim and confirmed that it was investigated properly.  We have also confirmed the call recording details, that Ms. [redacted] did not report her temporary card as lost/stolen. We attempted to reach out to Ms. [redacted] to discuss her additional comments, but unfortunately have not been able to speak her. A letter detailing the results of the investigation was mailed to her address on file. She should receive this letter within 10 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 TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card she purchased. We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with...

us.  When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. The requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase.  Ms. [redacted] purchased a Netspend card at DOLLAR GENERAL on November 14, 2016.  When Ms. [redacted] called to activate the card we were unable to complete the identity verification process using the informatuon that she providedWe asked Ms. [redacted] to send us her identity documents. On November 15, 2016, Ms. [redacted] sent us a copy of her state issued identification card and proof of residency. However, we were unable to activate the card because wes till  needed a copy of her Social Security Card. A member of our Corporate Response Team spoke with Ms. [redacted]  on November 17., 2016 concerning her matter. They offered to mail Ms. [redacted] a refund check  or activate the card in a  limited use state.Thisstate allows users to spend the money on the card at physical merchant locations but not reload additional money. Ms. [redacted] elected to receive a refund check by mail. Ms. [redacted] should receive the refund check within 10 business days.We apologize for the difficulty Ms. [redacted] experienced with our Customer Service Department. Additionally, we will not share Ms. [redacted] personal information with any third parties.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] states that she did not receive a refund for her account being compromised. She wants her money refunded. On May 24, 2015, Ms. [redacted] called to dispute a charge from Northwestern...

Agency. We blocked the compromised card and ordered her a replacement. We updated her disputes claim on the tenth business day, June 8th. We issued a provisional credit for the amount of the transaction. The claim will not finalize until July 24th. If successful, no further action will be required at the close of claim, since she has already received her funds. NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. [redacted]’s patience while we attempt to retrieve the funds for her disputes claim. 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

Friday, March 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his Card Account closure.  On March 15, 2017, we closed Mr. [redacted] Card Account because of several risk factors that were identified. These risk factors are...

not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by Netspend. A member of our Corporate Office spoke with Mr. [redacted] on March 16, to provide further insight about his Card Account closure.  As a courtesy, we credited Mr. [redacted] Card Account to bring his balance back to zero.  We also provided Mr. [redacted] with the return trace number for the deposit that was returned on March 17.  Mr. [redacted] has been provided with our direct contact information should he have any additional questions concerning this matter.  Thank you,[redacted]Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions that her account was closed and she wants to know why. She desires a call from NetSpend with an answer and an apology. On August 26, 2015, Ms. [redacted] called NetSpend to inquire...

about her direct deposit. When she called back three hours later to check on the deposit, the agent submitted her request to close the account. We apologized for the misinformation she received about a delay in deposits. Ms. [redacted]’s deposit posted to her account at 4:50 PM that same day. NetSpend continues to post deposits as we receive them from the sender. The following day, the closure email that was previously requested was acted upon and her account was closed, resulting in the funds being removed. After she informed us of her intent to continue using our service, we reopened the account and returned her funds for use on August 27th. NetSpend regrets any inconvenience that Ms. [redacted] experienced as a result of her account closure. We have coached our agents on providing accurate information. 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, February 23, 2018   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 February 23, 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 Specialist [redacted], a TSYS Company

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card given to his
daughter as a gift that could not be activated.  He wants the card activated so she can use the funds.  To
help the Federal Government fight against...

funding terrorism and money
laundering activities, federal law requires all financial institutions to
obtain, verify, and record information that identifies each person who opens a
prepaid debit card account. When our cardholders open a card account or
add a secondary cardholder, we will ask for their name, physical street address,
date of birth, and other information that will allow us to reasonably identify
them. This information can be found on the outside of our card packaging
including notifications that you must be 18 to activate the card and that this
is not a gift card.  On
November 5, 2015, we spoke with Mr. [redacted] concerning the card his daughter
received.  We converted the card to a
Limited Use status.  This means that his
daughter can use the card for in store purchase only, and once the funds are
depleted from the card it can be discarded.  NetSpend regrets the inconvenience that Mr. [redacted] and his daughter
experienced with the activation of the card.  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

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 comment on complaint # [redacted] filed with your office by [redacted] concerning an expected direct deposit from her income tax return.  She’s requesting for the deposit to post to her account immediately.   On February 10, 2016, we spoke with Ms. [redacted] to address her concerns.  We requested a screenshot from the IRS web page showing the status of her refund.  We also offered to conduct a conference call with her to the IRS.  We have not received a deposit to her NetSpend account, but we will send her a text message alert when it arrives.  We regret any inconvenience that Ms. [redacted] experienced while waiting on her direct deposit.  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,
October 30, 2015To Whom It May Concern:We received complaint # [redacted] filed with
your office by [redacted] concerning a block that was placed on her new
card that she purchased at ACE.  She’s
requesting to activate the new card and close all other accounts.  Our
Risk...

Management Team regularly monitors our customer’s accounts in efforts to
prevent compromising activity, or unacceptable account usage. Our Risk
Management Team identified risk factors that led to the blocking of Ms. [redacted]’
accounts on October 26, 2010.  She is no
longer eligible for NetSpend services due to the risk factors that were
identified.  On October 30, 2015, we spoke
with Ms. [redacted] and explained the activity on her previous ACE card from 2010.  She is going back to the ACE store to void
her most recent card purchase.  We regret any inconvenience Ms. [redacted]
has experienced with the blocking of her new 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