Realcor Developments Ltd.

To whom it may concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his Card Account closure and dispute claim.    On January 24, 2017, our Risk Management Team closed Mr. [redacted] Card Account due to risk factors that were identified with his Card Account activity. These risk factors are not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend.   We appreciate Mr. [redacted] additional comments.  After our reinvestigation of Mr. [redacted] dispute claim, we did not find that an error occurred.  A letter explaining the details of our investigation was mailed to [redacted] address on file on January 27, and should be received within 10 business days. Mr. [redacted] has been provided with our contact information should he have any additional questions or concerns.    [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern: We received additional comments on complaint # 11105978 filed with your office by [redacted] concerning a refund check for her card balance that she has not received.  She’s requesting her funds in a timely manner. On February 25, 2015, we spoke with Ms. [redacted].  She informed us that she received the second check on February 20th.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on 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 Team NetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint 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’ve...

reviewed Ms. [redacted]’s dispute claim and complaint that credit was not provided. After review, we’ve determined that her claim was handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on November 5, 2017 by way of e-mail. We provided her with further insight on the dispute process. Thank you for bringing this matter to our attention. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

Wednesday, January 10, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint 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’ve reviewed Ms. [redacted]’s dispute claim and determined that it was handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on January 10, 2018 by way of e-mail. We provided her with further insight on the dispute process. Ms. [redacted]’s case has been assigned to a Corporate Customer Response Team Analyst, [redacted].  Should she contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with her concern. 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]. Ms. [redacted] states that her card was charged when she provided verbal and written instructions to NetSpend not to release payments to a merchant. She’s requesting to be reimbursed for the merchant...

transactions and the overdraft fees that were incurred as a result of the transactions. On August 17, 2015, we spoke with Ms. [redacted] about the disputed charges on her account from 2014. Her fist claim was successfully won for the cancelled recurring charge from Countrywide Periodicals. The payout was issued on June 11, 2014. On August 13, 2014, her second claim was closed with no error found after the merchant validated the transaction. The overdraft fee that was charged for the second disputed transaction was in accordance with the terms of the Overdraft Protection Program. We’ve mailed Ms. [redacted] disputes closure letters that concluded the decision of both claims. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of her disputes claim decisions. 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

Thursday, March 23, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her blocked Card Account.  During routine monitoring, we placed a temporary restriction on Ms. [redacted] Card Account on February 21, 2017, because we detected...

suspicious activity.  In order to remove the restriction, our Risk Management Team requested Ms. [redacted] to send documents to confirm her identity.  The documents she provided were unacceptable to remove the restriction.  On March 2, 2017, Ms. [redacted] received a direct deposit from the Social Security Administration (SSA), but she was unable to use the funds due to the Card Account restriction.  We closed Ms. [redacted] Card Account on March 21, because the documents she provided could not be accepted.   Ms. [redacted] direct deposit has been sent back to the Social Security Administration in the form of a check on March 28.  Ms. [redacted] will have to make arrangements with the Social Security Administration to receive the funds by another means.  A member of our Corporate Office reached out to Ms. [redacted] on March 21, to provide further insight about her Card Account restriction.  We notified her through email that her Card Account was closed on March 21.  We have provided Ms. [redacted] with our direct contact information should she 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.
Funds have been refunded.
Regards,
[redacted]

Monday, August 14, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department. We have reported this incident to the management staff of the customer service...

agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures. We validated that Ms. [redacted] card is no longer active and cannot be used for additional unauthorized transactions. We reviewed Ms. [redacted] dispute claim and determined that it is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on August 14, 2017 by way of telephone. We emailed Ms. [redacted] with the details of actions taken on her account to resolve her concerns on August 7, and 11. 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

Monday, July 3, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. 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 packaging also informs that the person activating the card must be at least 18 years of age and that it is not a gift card.  We attempted to reach Mr. [redacted] by phone on June 29, 30, and July 3, 2017, but unfortunately, we were unable to speak with him. We emailed Mr. [redacted] details outlining the actions we took to resolve his complaint on June 30. 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

Saturday, September 26, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] mentions that she is still unable to use the card as limited use.  She desires access to the funds on her card.  NetSpend regrets the inconvenience...

that Ms. [redacted] experienced while attempting to use her card after it was converted to limited use on September 11, 2015.  The PIN for her card has been reset five times over twelve days as we communicated with Ms. [redacted].  We confirmed she was able to use her card on September 25th.  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 CompanySábado, 26 de Septiembre de 2015 A quien pueda interesar: Recibimos queja # [redacted] presentó con su oficina por [redacted]. La Sra. [redacted] menciona que ella es todavía incapaz de usar la tarjeta como un uso limitado. Ella desea el acceso a los fondos en su tarjeta.  NetSpend lamenta las molestias que la Sra. [redacted] experimentado al intentar usar su tarjeta después de que fue convertido para uso limitado en 11 de septiembre de 2015. El PIN de su tarjeta se ha reajustado cinco veces durante doce días como nos comunicamos con la Sra. [redacted]. Confirmamos que ella fue capaz de utilizar su tarjeta en 25 de Septiembreth. La Sra. [redacted] ha dado nuestra información de contacto tenga preguntas adicionales o inquietudes.   Gracias, [redacted]Equipo de respuesta de cliente corporativoNetSpend A TSYS empresa

To Whom
It May Concern:We received complaint
# [redacted] filed with your office by [redacted] regarding her concern of provding
her social security number to activate NetSpend cards that were given to her
children as gifts.  She’s requesting to
use the funds that were loaded onto...

the NetSpend cards without providing her
personal information. 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 17, 2015, we spoke with Ms. [redacted] and resolved all her
concerns.  Her refund checks will be
mailed to her address within the next three to five business days.  NetSpend regrets the inconvenience that Ms.
[redacted] experienced while attempting to activate her cards.  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

Complaint: [redacted]
I am rejecting this response because:The following information has been supplied to the Revdex.com as well as NetSpend. The Customer Service Rep [redacted] ID#[redacted] confirmed with me multiple times that this company indeed does have an OPEN ACCOUNT with all my private and sensitive information linked to it. The personalized NetSpend Visa card that was sent to my home was card# [redacted]the original "gift card" was card #[redacted] 
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] regarding her request to be reimbursed for unauthorized transactions that occurred on her account.     On December 17, 2015, someone claiming to be Ms. [redacted] called to transfer...

funds to another NetSpend cardholder’s account. This individual successfully answered all security questions in place which allowed the customer service representative to transfer the funds.  Ms. [redacted] called the same day to report that the two transfers were unauthorized. On January 4, 2016, our Disputes Department investigated Ms. [redacted]’s claim, and reimbursed her for the disputed transactions. The next day she requested for customer service to close her account, and the request was honored. A check for the funds on her account was mailed to the address on file. Ms. [redacted] will receive the check for the remaining funds within ten business days from the account closure.  We reached out to Ms. [redacted] on January 11th by telephone and email.  We have not had the opportunity to speak with her, but will address her concerns when she returns our call. We apologize for the inconvenience that Ms. [redacted] went through while waiting for her disputes claim to be resolved.  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

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. No choice really. I did receive a voicemail but haven't had a chance to return the call. At this point, I see no reason to. I emailed them asking for the refund of the remaining balance. Its been reiterated in the emails although vague that they cant go into detail about the "suspicious activity" so I'm not sure what else to do about the situation but to just ask for my refund and hope that I receive it. I have contacted the credit bureaus and asked that they put an alert to prevent any fraudulent accounts being opened. Again Netspend handled the whole thing poorly. And as for me never qualifying for Netspend accounts in the future, believe me I would never ever consider them ever again let alone any other prepaid card company. Not worth this kind of hassle. Thank you Revdex.com for all of your help. I really appreciate it.
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.    On June 30, 2016, Mr. [redacted] contacted us to report unauthorized transactions that occurred on his account on May 29.   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 timeframes afforded under Regulation E.    We issued a provisional credit to Mr. [redacted] account on July 15, while we continued our investigation of his dispute claim.  We attempted to contact Mr. [redacted], but unfortunately, we have not had the opportunity to speak with him.   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.   Mr. [redacted] has been provided our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here...

Wednesday, June 22, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her PayPal instant transfer.   On June 17, 2016, Ms. [redacted] attempted to transfer funds from her PayPal account to her PayPal Prepaid...

MasterCard.  The transfer was not completed due to technical difficulties we were experiencing on that day.    Upon receiving her complaint, we reached out to Ms. [redacted] on June 20, but unfortunately, we have not had the opportunity to speak with her.  We apologize for any inconvenience she experienced with not being able to complete her transfer.  As a courtesy, we refunded her monthly fee.    We 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: We received complaint # [redacted] filed with your office by [redacted] concerning a block on his new account that prevented the card from being used.  He’s requesting for his Western Union card and online account to be activated.  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]’s account on February 10, 2011.  He is no longer eligible for NetSpend services.  The factors that lead to the account closure are kept internal for security reasons.  When Mr. [redacted] attempted to activate his new card on November 30, 2015, our system recognized that his information was restricted, and a block was placed on the new account.  No funds were ever deposited to the new card.  On December 30th, we spoke with Mr. [redacted] and he informed us that he never had a previous NetSpend card.  We informed him that the address on the old account matches the address he entered into the Revdex.com complaint.  Since another individual has Mr. [redacted]’s information and tried to open an account in his name, we recommended that he file an identity theft claim with the Federal Trade Commission (FTC).  The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, authorities, and affected financial institutions. NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the account block. We have provided him 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the difficulty she experienced with activating a NetSpend card she purchased. She’s requesting a refund check to be delivered to her.  On February 9, 2016, Ms. [redacted]’s check was mailed for the remaining balance on her account. We also apologized for the incorrect name spelling in the last response.  NetSpend regrets the inconvenience that she 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

To Whom It May Concern:   Thank you for forwarding the additional comments regarding Mr. [redacted]’s complaint [redacted] to us.   Our records show that Mr. [redacted] called us on August 14, 2017 to report unauthorized transactions for $600.00 and $1,840.00, charged to his Card Account.  We immediately opened dispute claim number [redacted] and began our investigation.  On September 28, 2017, we concluded the investigation of claim number [redacted] as lost/unsuccessful because we received supporting documentation from the merchant involved in the dispute claim that validated the transactions.  A letter detailing the results of our investigation was emailed and mailed to Mr. [redacted]’s address file.  The provisional credit that had previously been applied to his account was reversed five business days later on October 5, 2017.    During the review Mr. [redacted]’s dispute claim, we identified risk factors associated with his Card Account that resulted in his account closure.  Unfortunately, Mr. [redacted] is no longer eligible for Netspend services. On October 20, 2017 a member of our Corporate Customer Response Team, Brian, contacted you.  Brian informed you that the investigation was handled correctly.  Also, because you advised Brian that the account was opened without your knowledge, he instructed you to contact the Federal Trade Commission (FTC) and that the funds could not be recovered through the dispute process. As you requested, we’ve made multiple attempts to reach him but have been unsuccessful to speak with Mr. [redacted].  We informed Mr. [redacted] by email of our actions to resolve his complaint.  We also mailed Mr. [redacted] a letter that he will receive within five business days.    Thank you for bringing this matter to our attention.   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 his dispute claim.   On December 21, 2016, Mr. [redacted] logged into his online account center to dispute a transaction made on his account, because merchandise he ordered was not...

received as agreed to by the merchant.  We opened a dispute claim and promptly began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.    We completed our initial investigation on January 6, and determined that Mr. [redacted] dispute claim was not eligible for provisional credit, but we are continuing our efforts to investigate the claim. His dispute claim is scheduled to finalize on February 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 Response Team spoke with Mr. [redacted] on January 18, regarding his claim and the dispute process. We informed him of the reasons the claim is scheduled to be finalized by February 21.    NetSpend understands that the dispute resolution process is lengthy, and we appreciate Mr. [redacted]’ patience as we attempt to retrieve his funds.   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