Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his account.  On March 2, 2016, Mr. [redacted] temporary card was purchased from a retail store. Mr. [redacted] called to activate his card on August 31,...

2016.  Our Customer Service Department advised Mr. [redacted] that his temporary card had expired and ordered him a replacement card.  He was also informed of the maintenance fees associated with his account. In response to his communication, we reached out to Mr. [redacted], but unfortunately, we were unable to speak with him.  We reimbursed his account maintenance fees and restored his account balance to the original amount.  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.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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On March11, 2016, Ms. [redacted] contacted us to report that her card had been compromised and that several unauthorized charges posted to her account. We immediately blocked the card to prevent any further unauthorized use. A dispute claim was opened and we promptly began our investigation. We concluded our investigation of her claim on March 25, and no credits were issued because we were unable to identify that an error occurred. We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the disputed transactions. A letter explaining the dispute decision has been emailed and mailed to Ms. [redacted] on April 14.Our Risk Management Team closed Ms. [redacted]’ account on March 25 because they identified risk factors associated with her account. A check for the remaining balance on her account was mailed to Ms. [redacted]’ address on April 14. We reached out to Ms. [redacted] on May 10, but unfortunately, we have not had the opportunity to speak with her again. We understand how frustrating it can be to experience unauthorized charges on our customer’s account. NetSpend is very committed to providing a safe and secure product.Ms. [redacted] has been provided 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] mentions a merchant’s billing error resulted in three successive overdraft fees on her account and she requested the reversal of these fees.. Although the fees were charged in accordance...

with the Optiona Overdraft Protection we refunded the fees on September 10, 2015. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the merchant’s billing error.. 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

Wednesday, June 22, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On June 3, 2016, Ms. [redacted] disputed several unauthorized transactions that posted to her account.   We...

promptly blocked her card to prevent any further unauthorized use and ordered a replacement.  We immediately opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.    We concluded our investigation of Ms. [redacted]’ dispute claim on June 20 and no credit was issued because we did not find that an error occurred. We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions.    Upon receiving Ms. [redacted]’ complaint, we spoke with her on June 22 to discuss her dispute claim. We explained the conclusion of her disputes claim and emailed her the details of our investigation.  Ms. [redacted] later provided additional information for review.  After our reinvestigation, we still did not find that an error occurred.   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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that requires identity documents for removal.  She’s requesting her account to be unblocked so she can access her funds.    Our Fraud Prevention...

Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholders. On February 10, 2016, our Fraud Prevention Team blocked Ms. [redacted] account and asked for her to provide identity documents for review.  The documents she sent were unacceptable to remove the block.  We reached out to Ms. [redacted] by telephone and email on February 16th and 22nd, but unfortunately, we have not had the opportunity to speak with her.  We provided her with a list of acceptable documents so the block can be removed.  We will address her concerns when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the block on her account. She has my contact information should she have any further questions or concerns. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Tuesday, March 27, 2018To Whom It May Concern: Thank you for forwarding Ms [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 offer and accompanying disclosures you received were distributed in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (12 CFR 1005.5(b)). Your Social Security number and date of birth were not provided and are not connected to this offer in any way. No account in your name has been activated as part of this offer. This offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactions. No credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on your creditThe offer is 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 reach Ms. [redacted] on March 21, 22, 23, and 27, 2018, by telephone, but were unable to speak with her. We emailed Ms. [redacted] the details 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] regarding an email she received stating that she would be given a credit for her disputed transfers in two business days.  She’s requesting a refund for the transferred funds.  On January...

25, 2016, someone claiming to be Ms. [redacted] called to transfer funds to another NetSpend cardholder’s account. This individual successfully answered all security questions associated with the account which allowed the customer service representative to transfer the funds.  Ms. [redacted] called the same day to report that the three transfers were unauthorized and we opened a dispute on the transactions. Our Disputes Department updated her claim on February 3rd with no error found.  The claim is closed and no credit issued.  A disputes closure letter will be mailed to her address on file and a secure message was sent to Ms. [redacted]’ online account.  We reached out to Ms. [redacted] on February 3rd 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

Tuesday, April 18, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  On March 3, 2017, Ms. [redacted] contacted us to report several unauthorized transactions that posted on her Card Account.  Ms. [redacted]...

blocked the card ending with [redacted] on March 2, and we ordered her a replacement.  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 on Ms. [redacted]’ dispute claim [redacted] on March 17, 2017, and no credit was issued because we did not find that an error occurred.  We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions.  A letter detailing the results of the investigation was mailed to Mr. [redacted]’ address on file. A member of our Corporate Office reached out to Ms. [redacted] on April 11, to explain the results of her dispute claim.  We did not have an opportunity to speak with her, but we sent an email of the claim results.  We recently received additional documents regarding Ms. [redacted] dispute claim [redacted] on April 18.  We are currently reviewing the information and will inform Ms. [redacted] of the results when they become available.  Ms. [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter.  Thank you,[redacted]Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on November 13, 2017 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 AnalystNetspend, a TSYS Company

Monday, November 7, 2016To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the funds from her account.We appreciate Ms. [redacted]’s additional comments.  After our re-review of Ms. [redacted]’s account, we reiterated that the remaining balance was returned back to the US Department of Treasury on June 21, and informed her that we no longer have the funds in our possession. We understand Ms. [redacted]’s urgency in getting her funds returned.  We recommended Ms. [redacted] to follow up with the US Department of Treasury regarding the status of her funds.  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

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on December 14, 2017 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 NetSpend Prepaid card offers she received in the mail for other people. 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. Because NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us.The offer is 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.A member of our Corporate Response Team spoke with Ms. [redacted] on August 29. We have removed Ms. [redacted] address from our mailing list and she should not receive any future offers from any NetSpend managed programs.  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 agents 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 a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions that PayPal sent an update on July 24, 2015 but she’s not receiving assistance from NetSpend. She wants her account closed. On August 19, 2015, we spoke with Ms. [redacted] concerning her disputes claim with PayPal. We informed her that PayPal hasn’t sent us an update, and currently there are no updates for her claim. The next update for her claim will be August 24th. If funds are returned from PayPal, we will send her a refund check since her account is closed. NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting for the resolution of 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

Monday, August 3, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she was unaware that her ACE card expired and that she, and her husband, have not received their personalized cards.  She would like to...

be compensated for her inconvenience. On August 3, 2015, we spoke with the primary cardholder about the concerns presented to the Revdex.com by Ms. [redacted].  He informed us that the personalized cards have been received.  In order for NetSpend to post the ACH direct deposits to the account, we require the person receiving the deposit to be an approved cardholder on the account and to have a personalized card ordered in their name.  Four deposits arrived in Ms. [redacted]’s name on July 21st.  She was added to the account the next day and the card was ordered.  The deposits were returned back to the sender on the settlement date of July 22nd.NetSpend regrets the inconvenience that Ms. [redacted] experienced with her deposits posting to the 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with her dispute and the closure of her account. On February 10, 2016, Our Risk Management Team closed all of Ms. [redacted]’s accounts.  She is no longer eligible for NetSpend services.  The factors that lead to the account closures are kept internal for security reasons. By February 12th, our Disputes Department closed both of claims as no error found and no credit was issued to the account.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the closing 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

Complaint: [redacted]
I am rejecting this response because: I never agreed and understand I can't have my money back till April 8th
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her compromised account.    On October 24, 2016, Ms. [redacted] contacted our Customer Service Department to report her card as lost.  We immediately blocked the card and...

ordered her a replacement card with expedited delivery to the address on file.   A person identifying themselves as Ms. [redacted], contacted us on November 4, and stated they never received the replacement card.  We immediately blocked that card and rushed another card to a different address provided by the caller.  That card was never activated and it was blocked on November 8.    On November 4, 2016, Ms. [redacted] contacted us to report an unauthorized transaction made using her prepaid phone to refill minutes through her NetSpend card.  The card was previously blocked.  We opened a dispute claim and immediately began our investigation.  We also informed Ms. [redacted] of the timeframe afforded under Regulation E.  We strongly believe Ms. [redacted]’ account has been compromised, so we closed this account and recommend that she open a new one.   During the account closure process, a refund check for $107.19 was mailed on November 9, to an incorrect address.  This check was voided on November 23, and those funds are being mailed to Ms. [redacted]’ correct address.    A member of our Customer Response Team contacted Ms. [redacted] on November 29 to discuss the status of the refund check. Ms. [redacted] confirmed her address is the same listed in the Revdex.com complaint.  We informed her of the voided check for $107.19 and told her we would follow up with her once the check is mailed.  Secondly, Ms. [redacted] has another check for the remaining account balance that was mailed to her correct address on November 25, for $58.32.  Thirdly, Ms. [redacted] has an ongoing dispute claim for $37.61 that will be updated on December 9.    We strongly encouraged Ms. [redacted] to report this incident to the Federal Trade Commission, at https://www.identitytheft.gov/.  The FTC can provide suggestions on how to protect her personal identification information going forward and how to alert other agencies, such as credit bureaus, that her identity information was compromised.   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: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning his alert messages. We appreciate Mr. [redacted]’s additional comments. We are continuing our investigation of the duplicate alerts he was receiving. We also enrolled Mr. [redacted] to receive alerts to his cell phone and email address. We will provide Mr. [redacted] with updates regarding his alerts as they become available. 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

Complaint: [redacted]
I am rejecting this response because:I have tried to call the number at NetSpend multiple times, leaving voicemails twice, both times including my cell phone number where I could more easily be reached.  I have been unsuccessful in reaching [redacted] in person.  Also, in her message to you it states that the company takes information from people that are verified to be 18 years of age or older.  My son is 13.  Who verified that he is at least 18? 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: NetSpend has closed my card account with the typical excuse that it's for the account holder's "protection" and $1.55 was still on my card, therefore I feel I'm now owed the amount of $3.55. These kinds of unhanded and heavy-handed actions are the reasons why I haven't contacted NetSpend.
Regards,
[redacted]