Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions that her account was blocked due to a merchant refund, and was asked to provide the original purchase receipts. She’s requesting access to the funds that were credited to her card. Our...

Risk Management Department regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Risk factors were identified that led to the blocking of Ms. [redacted]’s account on August 26, 2015. Direct TV credited her card $228.83, but there was no corresponding debit on her account. Our Risk Management Team blocked the account and requested proof of the original purchase receipt. Our Risk Management Department reviewed the document and removed the account block on September 2nd. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the block on her account. She has been given my contact information should she have any further 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 activation of his 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 the inside flap of the card package and is visible to consumers prior to purchase.  Our packaging also informs that the person activating the card must be at least 18 years of age.    On December 27, 2016, Mr. [redacted] attempted to activate his new NetSpend card.  Mr. [redacted] identity information could not be automatically verified.  We requested Mr. [redacted] to provide copies of his identification documents to verify his identity in order to approve the card account.    In response to his communication, a member of our Corporate Response Team spoke to Mr. [redacted] on December 28, regarding the card he purchased.  Mr. [redacted] requested to have a refund check sent to his address on file.  We advised the refund check may take 7- 10 business days to arrive.    We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:
I received a personalized card from NetSpend , if I am not eligible why would they even do that. Second I put my own money on there to pay my bills and get Christmas for seven children. Uppon being told they would not release my money they told me corporate would contact me within 3 days. I never received a call. When I asked to speak to a supervisor on the 7th of December I was told that my refund would be immediately mail and I would receive it with in ten businesses days. That only gave me a few days before Christmas . Tho I was very stressed and upset I waited ten days and still did not receive a refund. So I call NetSpend customer service and ask why , only to be told that a refund check was never requested. My heart sank. I had to tell all my babies that Christmas wasn't gonna be able to come this year on time for them . And I also lost service to more than one utillity. I have went thru so much because of them and didn't deserve that. I now have to pay late fees and it's caused me so much turmoil and anxiety.  Unnecessary stress and sadness for me and my family. I would like to be compensated. 
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her 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 the inside flap of the card package and is visible to consumers prior to purchase. The card package also states that the temporary card expires in 120 days and the fees are listed on the outside cover for viewing before purchasing. On June 14, 2016, Ms. [redacted] attempted to activate her card that was originally purchased October 9, 2015. Since the temporary card was expired, we ordered a personalized card for her after her identity information was verified. When she activated the new card on June 25, she was informed the account balance had been reduced by the $5.95 monthly account maintenance fee. The account maintenance fee is charged each month after 90 days of inactivity. Upon receiving her complaint, we reached out to Ms. [redacted], but unfortunately, we have not had the opportunity to speak with her. We issued her a courtesy credit for the account maintenance fees charged to her account. 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 agent 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] concerning her card that has not arrived for her Turbo Tax account.  She’s requesting to have all of her funds transferred to another account.  On February 12th and 13th, 2016, Ms. [redacted]...

reported that she has not received her new card. We assisted her with transferring her money to another Netspend account on both dates, however, we were not able to transfer more funds at this time. On February 18th, I spoke with Ms. [redacted] by phone and explained that the account to account transfer limits are set by our Risk Management Department to help protect against loss of funds and cannot be changed at this time. Ms. [redacted] had not received her card to this date and I advised that we will expedite a card to her at no charge.NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting for full access to her funds.  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]. Ms. [redacted] states that she cancelled a transaction with a merchant online, but NetSpend would not release the pending authorization. She wants a refund. On July 22, 2015, we contacted Ms. [redacted], and...

released the pending transaction back to her account balance. We informed her that our release of the funds is not a void or cancel of the transaction. If the merchant collects on the authorization at a later date, Ms. [redacted] can either reach out to the merchant for assistance, or dispute the transaction so we can work to recover the funds for her. NetSpend regrets the inconvenience Ms. [redacted] experienced while attempting to have her pending fund released back into her account. She has been given our contact information should she have any further 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 complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she received an unrequested MasterCard in the mail. She wants confirmation that she did not order, or activate the card, and to be removed from the mailing list. NetSpend...

works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card. On July 14, 2015, we attempted to each Ms. [redacted] by telephone and email. Our system has been updated so no other card offers will be sent to her. The inactivated card has been blocked. The source of her card order has been requested and we will convey that information to her directly when it is received. NetSpend regrets any inconvenience Ms. [redacted] experienced as a result of this card offer. 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

Wednesday, February 21, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted] 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 have reviewed Ms. [redacted] dispute claim and we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on February 20 and 21, 2018 by telephone. She relayed some details regarding her claim that were not considered in our original decision. We escalated her claim for additional review. An email was sent to Ms. [redacted] 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 her dispute claim and overdraft fees.On April 16, 2016, Ms. [redacted] contacted us to report unauthorized transactions on her account. We  blocked her compromised card to prevent...

further unauthorized activity. We were unable to open a dispute claim immediately because the transactions were still pending. To assist her with her dispute, we needed the transactions to first settle to her account.  On April 18, Ms. [redacted] contacted us to open a disputes claim when the unauthorized transactions posted to her account. We immediately opened a disputes claim and began our investigation. On May 2, we concluded our investigation and issued reimbursement for the disputed transactions. On May 23, we spoke with Ms. [redacted] to discuss the disputes process and overdraft fees. We refunded Ms. [redacted]’ overdraft fee and requested a refund check to be mailed to her address on file. She should receive this check 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 card he was
unable to activate without providing identifying information.  He’s 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 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.  Mr.
[redacted] loaded $100 onto his NetSpend card that he purchased on February 10,
2015, and on February 19th, he contacted our customer service after
his card was declined for online transactions.  Our customer service informed him that his card must be activated before
use.  Mr. [redacted] declined to provide
the required information to complete the activation process. Instead, he chose
to have his card converted to Limited Use status.  This means that he can use the card for in
store purchase only, and once the funds are depleted from the temporary card it
can be discarded. Our
records show that Mr. [redacted] attempted to use his card on October 17th.  By this time the temporary card was expired
and could not be used to access his funds. Mr. [redacted] called customer service
on October 30th to provide his name and address so that a check with
his remaining funds could be sent to him. Per the terms and conditions of Mr.
[redacted]’ NetSpend account, an account maintenance fee of $5.95 is charged each
month after 90 days of inactivity. Since there was no account activity since
his cash load to his NetSpend account on February 10th, he was left
with a remaining account balance of $64.30.  A check for that amount was mailed to Mr. [redacted]’ address on November
6th.  On
November 9, 2015, we reached out to Mr. [redacted] by telephone and email.  We have yet to speak with him but will assist
him when he returns our call.  We have refunded
the monthly $5.95 maintenance fees, and the cost of the card purchase
$4.95.  A check for $40.65 will be mailed
to him by November 13th.  NetSpend
regrets the inconvenience that Mr. [redacted] experienced with our product.  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 had email conversation with some person fromay netspend. I told him I wasn't satisfied with his response and lack if concern for my issues, and no resolution was made. No allowing my overdraft to continue, nor credited me for the 4.00 in fees for declined transactions because it still said my overdraft was active. I do not feel valued, and I do not feel like the company made any effort to actually meet in the middle or to keep my business, all they did was rattle on information out of a policy book, and not attempt to come to a real resolution.
Regards,
[redacted]

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 March 1, 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. We...

are sorry to hear that Mr. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures. 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

Thursday, May 19, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the closure of his account.    On April 25, 2016, Mr. [redacted] contacted us to report unauthorized transactions on his account.  We promptly...

blocked his compromised card and ordered him a replacement.  We immediately opened a dispute claim and began our investigation.  We also informed Mr. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.    We concluded our investigation on May 9 and no credits were issued because we were unable to identify that an error occurred. The same day, our Risk Management Team closed Mr. [redacted]’s account due to risk factors and he is no longer eligible for products managed by NetSpend.   Upon receiving Mr. [redacted]’s complaint, we spoke with him on May 16 about his disputes claim.  The documentation used in our investigation was emailed and mailed to Mr. [redacted] on May 18.  A check for his remaining funds was mailed on May19 and should be received within 10 business days.    We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On June 24, 2016, Mr. [redacted] contacted us to report unauthorized transactions that posted on his account. We immediately blocked his card to prevent further unauthorized...

activity and ordered a replacement. We opened a dispute claim and promptly began our investigation. We informed Mr. [redacted] of the investigation timeframes afforded under Regulation E.  A member of our Corporate Response Team reached out to Mr. [redacted] via email on July 5, to discuss his dispute claim.  We confirmed the timeframe to investigate his claim afforded under Regulation E and advised that he should receive an update by the end of business day on July 11.  We issued a provisional credit to Mr. [redacted]’s account on July 11, while we continued our investigation of his dispute claim.  A letter explaining the provisional credit information will be mailed to the address on file within three business days.We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she made a $1000 transaction, and the merchant informed her that the transaction was charged back. She wants the chargeback reversed or a refund given to her. On April 3, 2015,...

Ms. [redacted]’s NetSpend card was charged $1000.00 from Super 8. Since her card balance was negative $78.75, we declined the charge as insufficient funds. The merchant later forced the transaction to Ms. [redacted]’s card, resulting in a much larger negative balance. Since the merchant used a non-standard method of collecting those funds, we submitted a chargeback against the merchant. We received funds back from the merchant for the $1000.00 transaction, but Ms. [redacted]’s account was previously negative before the $1000.00 transaction. We are currently working to resolve thi matter for Ms. [redacted]. Our Risk Department has closed her cards and accounts to prevent further undesirable activity from the merchant. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the merchant collecting funds from her 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 # 11234183 filed with your office by [redacted] concerning the inconvenience she experienced with loading funds to her NetSpend Prepaid Debit card. Our Risk Management Team regularly monitors account activity 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 blocking of Ms. [redacted] account on March 7, 2016, after she attempted to load funds to her card through Money Gram.  Her account was notated with instruction to email a copy of the original Money Gram receipt for review by the Risk Management Team.  Acceptable documents were received on March 14th and the block was removed. We spoke with Ms. [redacted] on March 21st and she informed us that she did receive her funds.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the blocking of her account. We have provided her 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.
They reimbursed me today.
Regards,
[redacted]

Wednesday, January 31, 2018 To Whom It May Concern: Thank you for forwarding Mr [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 offers are 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. We attempted to speak with Mr. [redacted] on January 26, and 29, 2018 by telephone, but unfortunately we were unsuccessful. We emailed Mr. [redacted] the details outlining our actions to resolve his complaint. We have corresponded with Mr. [redacted] through email to gather the necessary information to complete his requests. 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]. Ms. [redacted] states that she disputed an unauthorized charge and the supervisor told her she would receive a credit within 24 hours. She wants the money credited to her account. On July 4,...

2015, Ms. [redacted] disputed a transaction on her account as fraudulent. We informed her that the disputes claim would be updated within ten business days, June 17th. She requested a supervisor. After review, the disputes analyst paid out her claim on July 9th. That same day, Ms. [redacted] called to have the Customer Response Team Manager move the account funds to another cardholder’s account. We mailed her a disputes closure letter. Her replacement card was received and activated on July 11th. NetSpend understands the disputes process is lengthy. We appreciate Ms. [redacted]’s patience as we attempt to retrieve her funds. 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