Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On September 30, 2016, Ms. [redacted] contacted us to report unauthorized transactions that posted on her account.  We immediately opened a...

dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E. The timeframe for an initial claim investigation on new accounts can take up to 20 business days. We advised that an update on her dispute claim will be available on October 31.   In response to her communication, a member of the Corporate Response Team attempted to contact Ms. [redacted] on October 26, to explain the dispute process.  Unfortunately, we were unable to speak with Ms. [redacted], but we will assist her further when she contacts us back.    We apologize for the conflicting information that Ms. [redacted] received from 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 Team NetSpend A TSYS Company

To Whom It May Concern:   Thank you for forwarding Mr. [redacted]’s 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 in the envelope that we send with the card offer.    As you requested, we attempted to reach Mr. [redacted] by way of telephone and email on October 26 and October 27 but unfortunately were unable to speak with Mr. [redacted].  We emailed him on November 2, 2017 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]. [redacted] Customer Experience Specialist Netspend, a TSYS Company

Tuesday, March 13, 2018To Whom It May Concern: Thank you for forwarding Ms. [redacted] 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] dispute claim and complaint that PVC 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 March 13, 2018 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized transactions on her NetSpend card. She’s requesting to have the funds returned to her.  On February 20, 2016, Ms. [redacted] reported three unauthorized charges on her...

card.  The card was blocked as a protection against future unauthorized charges.  We ordered her a replacement card and told her the claims would be updated in ten business days, March 4th.  Our Disputes Department may request additional information if needed and will determine if a temporary credit will be issued for the ongoing claim on that date.  We spoke with Ms. [redacted] on February 25th.  She informed us that she only wanted to dispute one of the charges.  We informed the Disputes Department of the development and gave Ms. [redacted] the information to send us a letter of disputes.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with the unauthorized charges on her 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

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] wants to know how she was charged for the fee plan on May 20th if she opted out on May 15. As we stated in our last response, Ms. [redacted] was under the Premier Fee Advantage Plan and the $5 fee was deducted on the 13th of each month. When Ms. [redacted] opted out of the plan through the online website on May 15th, the $5 fee was pending to be collected. The funds were available on the account on May 20th so it was collected at that time. We explained this during our conversation on June 26th. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the optional FAP. 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

Tuesday, June 29, 2017 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 a Card Account. We’ve reviewed Ms. [redacted] and no credit was issued because we did not find that an error occurred.  We also validated that Ms. [redacted] card is no longer active and cannot be used for additional unauthorized transactions.  We attempted to reach Ms. [redacted] by phone on June 23, 27, and 29, 2017, but unfortunately, we were unable to speak with her. She corresponded by email and we provided Ms. [redacted] details outlining the actions we took 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 his disputes claim. He’s requesting to be reimbursed for the disputed transactions. On September 24, 2015, Mr. [redacted] called NetSpend to dispute two unauthorized charges from the merchant,...

[redacted] for $105.00 each. We blocked his card to prevent further unauthorized use, and immediately opened a dispute claim to begin our investigation. We also informed Mr. [redacted] of the 10 business day investigation timeframe afforded to financial institutions under Regulation E. If the merchant realizes their error and credits Mr. [redacted]’s card, the funds could be available sooner. We will post the credits when they are received from the merchant. We spoke with Mr. [redacted] on October 7th concerning his ongoing disputes claim, and requested for him to send the closed contract from [redacted] to assist with his claim. We informed Mr. [redacted] that [redacted] refunded $105.00 to his account on September 29th. As a courtesy, we’ve also reimbursed him for the card order expedite fee. NetSpend understands how frustrating it can be to experience unauthorized charges. We appreciate Mr. [redacted]’s patience as we continue our investigation of his claim. We have provided Mr. [redacted] 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 # [redacted] to us.   We reviewed Ms. [redacted] account and confirmed we returned the remaining funds to the US Department of Treasury on April 20, 2015.  Upon further review with our Accounting...

Department, our records indicate the check was received by the US Treasury and cashed on May 04, 2015.    We attempted to reach Mr. [redacted] by phone on July 6, 2017, but unfortunately, were unable to speak with him. We emailed Mr. [redacted] the details outlining the actions we took to resolve his complaint on July 6.   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 account history.On May 12, 2016, Ms. [redacted] contacted us to request her May account history. The following day, we mailed the account history statement to her address on file.On May...

19, 2016, we spoke with Ms. [redacted] and explained that her account history was mailed to her address. Per her request, we emailed her May account history statement. We apologize that Ms. [redacted] did not receive her account history in a timely manner. We have notified the management staff of the customer service agent that she spoke with to prevent incidents like this in the future. 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, March 16, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted] additional comments regarding [redacted] to us. The Dispute Department reviewed the documents that Ms. [redacted] provided. The dispute decision on Ms. [redacted] claim remains the same. As you requested, we addressed this matter directly with Ms. [redacted] on March 16, 2018 by telephone. The Dispute Department will contact her directly regarding her claim. 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 NetSpend Visa Prepaid Card she received as a gift. Ms. [redacted] states she was asked to provide us her social security number to activate her card. She is requesting a refund for the...

balance on the account. We understand that because the card was given to Ms. [redacted] as a gift, she may not have seen the original card package which states “This is not a gift card” on the front of the package. Unfortunately, we were unable to locate Ms. [redacted]’s account using the information provided in her complaint. We have attempted to contact Ms. [redacted] by telephone and email but have been unable to speak with her. NetSpend regrets the inconvenience that Ms. [redacted] has experienced. We have provided her our contact information and look forward to resolving her concerns once we speak with her. 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 text message he received about a blocked NetSpend card.   He’s requesting information about the text message.  On March 8, 2016, we reached out to Mr. [redacted] by telephone...

and email, but unfortunately, we have not had the opportunity to speak with him.  We will address his concerns when he returns our call.  The text message he received was not generated from NetSpend.  The telephone number in the text message is not associated with NetSpend.  Mr. [redacted]’s telephone number or email was not found in the NetSpend Activity Alerts System.                                    �...⇄ NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of this false text message. He has been given my 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: whatever third party you are talking about led me to receive a card from you. There was no explanation about what this card was. I would never have signed up for such a card. The only way thing I wanted was to make others aware of this so they weren’t conned like I was. But apparently that is not possible. I did what I could. I did speak to your customer service rep and told them to cancel my card and that I wanted no further advertising from your company. Say what you will but it is a very unethical way to run a business. 
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning an overdraft fee that she’s requesting to be reimbursed for. The Overdraft Protection Program is an optional service made available to eligible NetSpend Premier Cardholders. If the available...

account balance is overdrawn beyond the $10.00 purchase cushion, we will charge a $15.00 fee for each transaction that draws the account further into the negative. If the account is funded and brought to a $0 or positive account balance within 24 hours, the overdraft fee will be waived.  On December 10, 2015, the balance on Ms. [redacted]’s account was $59.46. When a pending transaction occurred on her account for $98.25, a pending $15 overdraft fee incurred. The next day the merchant collected on the pending transaction, and the pending overdraft fee was credited to Ms. [redacted]’s account versus being charged. Our system made the correction on December 18th, charging the $15 overdraft fee to Ms. [redacted]’s account. We understand that the delayed overdraft fee caused confusion for Ms. [redacted] and we have reimbursed her the $15 fee as a courtesy. We reached out to Ms. [redacted] by telephone and email on January 5, 2016. We have not had the opportunity to speak with her but will address her concerns when she returns our call. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the overdraft fee. 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

Complaint: [redacted]
I am rejecting this response because:I understand the policy of investigating a return when there was no initial purchase recorded. That seems like a reasonable policy that I am not complaining about. My complaint is that your company, Netspend, a financial institution, did not make any effort to contact [redacted] or investigate this in any way shape or fashion. No email. No fax. No phone call was made to the [redacted] corporation. Not the Branch I purchased from. Netspend did not even call ME or email ME, the account holder they are supposedly trying to protect. I get texts for every dollar I spend alerting me of my balance but I cant get a text when my card has been BLOCKED due to suspicion of fraud? I have contacted [redacted] several times and every rep and supervisor has assured me that no contact has been attempted from Netspend. So my complaint is not that Netspend blocked my card for a very reasonable suspicion of fraud, my complaint is they blocked it and did nothing at all to help resolve my issue. I dont work or get paid by Netspend, they know that because they had my direct deposit info, but I still did all the legwork and investigating for them, when I know they should have a department that does this because Ive worked for [redacted] N.A., and this was unacceptable. When I have exhausted my funds I will close my account.
Best Regards,
[redacted]

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her
account that was caused by a merchant refund transaction. She’s requesting for her
account to be unblocked so that she can gain access to the funds on...

the
account.   Our Fraud Prevention Team regularly
monitors account activity in order to provide a safe and secure product for all
of our cardholders. On November 2, 2015, a systemic block was placed on Ms.
[redacted]’s account after Shoe Carnival credited her card $243.33. In the event
that a refund takes place on a NetSpend account with no corresponding debit,
it’s our policy to request a copy of the original purchase receipt in order to
authenticate the refund. This policy is in accordance with our responsibilities
under the VISA processing rules.  The
merchant can also reverse the credit and issue the funds to Ms. [redacted] by
another method of reimbursement.  A third
option would be for the merchant to send a Letter of Indemnity to NetSpend so
that the funds can be returned to the originator. The originator would then
apply the credit by other means. Our Fraud Prevention Team reviewed Ms.
[redacted]’s documents on November 6th, and removed the account
block.  On November 11th, we
reached out to Ms. [redacted] to make sure that all of her concerns are addressed.  Unfortunately we have not had the opportunity
to speak with her, but will assist with her concerns once she returns our
call.  NetSpend regrets the inconvenience
that Ms. [redacted] experienced as a result of the block on her account.  She has been provided my contact information
should she have any further questions or concerns. Thank
you,[redacted]Corporate
Customer Response TeamNetSpend A TSYS Company

Tuesday, January 02, 2018To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint 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 packaging prior to purchasing the card.As you requested, we addressed this matter directly with Mr. [redacted] on December 31, 2017 by way of e-mail. A refund check for the remaining balance has been mailed to Mr. [redacted]’s address on file.  He should receive this within 10 business days. Mr. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Mr. [redacted] contact our Customer Service Department, we have left notes on his account for him 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 AnalystNetspend, a TSYS Company

Wednesday, September 7, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claim.  On August 22, 2016, Ms. [redacted] contacted us to open a dispute claim against an ATM transaction that posted on her account.  We...

promptly 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 concluded our investigation of Ms. [redacted]’s dispute claim on August 29 and no credit was issued because we did not find that an error occurred. The ATM owner provided documentation to validate the transaction.  In response to her communication, a member of our Corporate Customer Response spoke with Ms. [redacted] on September 6, to discuss her claim.  Ms. [redacted] and the ATM owner provided additional information and it was forwarded to our Disputes Department for review.  After our reinvestigation, we provided full reimbursement for Ms. [redacted]’s dispute claim on September 7.  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

Complaint: [redacted]
I am rejecting this response because: netspend has lied to all parties involved. They did not try to call me and the e-mail they sent said that they can not find any of the recordings from 5 times that I called in and was told may first. They also will not take the police report they keep telling me that this is my problem. I have been called a stupid ft several times and this is starting to stress me out emotionally I have never been treated this way. They need to be investigated for misconduct and much much more. They are failing to uphold their end
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she attempted to cancel a card that she received but could not get confirmation. She does not want to be charged for this card. 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 at no cost to them. 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 in the offer or activation and there are no forms to fill out. Our records have been updated so that we will not send any additional card offers to the name and address matching the offer that Ms. [redacted] received. There is no bill for this card offer. We regret any inconvenience this may have caused her. 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