Realcor Developments Ltd.

Friday, December 22, 2017To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. On November 6, 2017, Mr. [redacted]’s Card Account was closed due to risk factors that were identified.  Mr. [redacted] is no longer eligible for products managed by Netspend and a refund...

check was mailed to his address on file.  We attempted to reach Mr. [redacted] by phone and email on December 15 and December 20, but unfortunately, we were unable to speak with him. We emailed Mr. [redacted] a letter on December 20 outlining our actions to resolve his complaint. His 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 him to be connected with [redacted] to further assist him with his 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 AnalystNetspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she requested to freeze her card because she couldn’t find it. She wants her card to be unblocked.On July 15, 2015, we received a request from Ms. [redacted] to freeze her card....

Unfortunately our system doesn’t have capabilities to freeze a card, so customer service blocked the card as lost. On July 17th, our customer service ordered a new card and transferred the available funds to another card account that Ms. [redacted] had in her possession. I spoke with Ms. [redacted] on July 23rd to address her concerns and transferred funds to her other card account. I also confirmed with her that her replacement card for her direct deposit account has been mailed to the address on file.NetSpend regrets the inconvenience that Ms. [redacted] has experienced. She has been given our 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: they charged my card for day I paid cash I got copy's from the dispute department which were not even accurate on there dates and the report that the manager wrote down about me not complaint about it when I was staying there is a big lie why would I not complain i.have taken it this far I was never able to see him cause he was never there I saw him the very last day of check out and I told him about it then when I also filed a complaint on a very rude employee who was rude and had no respect at all and she was trying to say I did not pay for the night before there is no way that I did not pay they would not of left me alone if I didn't pay so I had to wait there till the girl that I was talking to the time I had problems there sarai was her her name that was very nice and she finally got a hold of the general manager whom I spoke to about the employee and the charge on my card he had no time to mess with it at the time so I disputed it with netspend and I didn't get nowhere with them I got the run around still to this day I have the receipts I will send them sense the days inn couldn't send the receipts that I was needing I guess the person who gave me the receipts made a mistake by printing me out the recieots where they messed up at but now I hear I'm banned from that motel why cause of there mistake or is it discriminating now 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: this is the same story they are telling me. Havent anything changed as to how long it will take for the IRS to respond to them or their request. As speaking to the IRS they are telling me that they dont know what netspend is talking about and if netspend closed my account my funds should have been sent directly to me other than waiting on a response fron them cause they don't seem to know what is going on. 
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her pending direct deposit.   On November 16, 2016, we received notice of a deposit under a name that was not listed on Ms. [redacted]’s account, with a settlement date of . As a...

result, a hold was placed on the deposit and a temporary restriction was added onto the account.That same day, Ms. [redacted] contacted our Customer Service Department and explained that the name on the  deposit was her new legal name. To prevent the deposit from being returned on November 17, 2016 at 5pm CST, we asked her to provide documentation validating her name change.    Ms. [redacted] sent in documents on November 17, 2016but the documentation was not acceptable based on our guidelines.  The direct deposit was returned to the originator later that day at 5PM CST because we were unable to validate the name on the deposit. .    Ms. [redacted] received a second deposit under her new name, on November 30, and was asked to resubmit her documents. We received her documentation and processed the name change. We were able approve the direct deposit and Ms. [redacted] was able to access the funds.    In response to her communication, a member of our Corporate Response Team spoke with Ms. [redacted] on November 30, and addressed her concerns.  As a courtesy, we issued a credit to her account due to the inconvenience.   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]. Ms. [redacted] states that she reported unauthorized transactions on her NetSpend account, but the money was not refunded immediately. She’s requesting to be reimbursed for the unauthorized...

transactions. On July 24, 2015, Ms. [redacted] called to report unauthorized charges from Elephant Insurance for $9.16 and $40.00. Our customer service blocked the compromised card in efforts to prevent further compromise from taking place, and reordered a new card. At the time that Ms. [redacted] reported the unauthorized charges, the transactions were still pending. Per the terms and conditions of Ms. [redacted]’s account, NetSpend can only dispute transactions that have posted to the account. Customer service informed Ms. [redacted] to call us back once the transactions posted to her account so that we could proceed with disputing the transactions for her. Elephant Insurance issued three credits to Ms. [redacted]’s account on July 29th. Since she had not received the replacement card, Ms. [redacted] had a temporary card attached to her account that same day which allowed her to access the funds. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the unauthorized transactions. 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] concerning his dispute claim. On March 4, 2016, [redacted] contacted us to dispute the transaction with [redacted] because it had posted onto his account.  We opened a dispute claim and promptly began our investigation. We concluded our investigation on April 26 and no credits were issued because we were unable to identify that an error occurred. On May 9, [redacted] provided new information to aide in the investigation of his dispute.  We reopened his claim and it is set to finalize on June 24.  We also explained the dispute process and investigation timeframes afforded to financial institutions under Regulation E.  We understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product.We have provided [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: When I filed a previous dispute in March for $900 that they took from my account using a closed card, I was told that the Merchant was being Blocked from doing it again. But as you can see, it has happened again. It is not my fault that Netspend did not do their part and obviously did not block the vendor. I will be contacting the Attorney General in their state and file a formal complaint. I want my funds refunded immediately!!! Regards,[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by J[redacted] concerning the inconvenience her son experienced with activating his NetSpend card. She’s requesting for the card to be activated without providing her child’s Social Security Number.  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, 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.  In addition we inform the customer on the front of the package this is not a gift card and that the person must be at least 18 years old.  On January 21, 2016, we spoke with Ms. [redacted] and explained how our product works, and the required information needed to activate the card. After reviewing her options, she decided to have a check sent to her son. We closed the card/ account, and a check for the remaining funds will be received within ten business days.  NetSpend regrets the inconvenience that Ms. [redacted] and her son experienced while attempting to activate the card. We have provided them with our contact information should they have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Tuesday, January 5, 2016 To Whom It May Concern: We received additional concerns regarding complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] mentions she is unable to provide her original purchase receipt. As previously discussed, the original purchase receipt from [redacted] is needed to verify that the transaction was completed by Ms. [redacted].  Without documentation, we are unable to verify that the card purchase took place.  We will move forward with our research once this information is received. NetSpend regrets any inconvenience that Ms. [redacted] experienced while activating her card.  Should she have any additional questions or concerns, she can contact us at [redacted]  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, December 13, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on December 13, 2017 by way of telephone. We informed Ms. [redacted] by email of 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]Customer Experience Specialist Netspend, a TSYS Company

Friday, January 27, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  During routine monitoring, we placed a temporary restriction on Ms. [redacted] Card Account on January 12, 2017 at 4:19 PM CST, because we detected...

suspicious activity with a Circle K transaction.  Ms. [redacted] contacted us at 4:47 PM CST, and confirmed the transaction attempt was authorized in order to remove the restriction from her Card Account. On January 12, 2017, at 6:41 PM CST, Ms. [redacted] contacted us to release a pending transaction with Circle K for $99.70 that she stated was unauthorized.  We informed her that the pending transaction could not be released.  If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. We request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On January 13, Ms. [redacted] contacted us to dispute unauthorized transactions that posted to her Card Account.  We immediately blocked her card to prevent further unauthorized charges and ordered her a replacement card.  We opened dispute claim number [redacted] and began our investigation.  We also informed Ms. [redacted] of the timeframe afforded under Regulation E.  In response to her communication, we spoke with Ms. [redacted] on January 26, and explained the dispute process.  We completed our investigation on January 30, and provided full reimbursment for the disputed transactions.   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.Ms. [redacted] has been provided with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Experience TeamNetSpend, a TSYS Company

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transaction on her account
that caused a negative balance.  She’s
requesting the account to be restored to a positive balance.    On
November 5, 2015, the merchant...

Consumer Choice Services initiated a transaction
for $180.00 to Ms. [redacted]’s card.  One
minute later they released the funds back into her account balance. Ms. [redacted]
completed three ATM transactions later that day that reduced her card balance
to $26.74. The next day, the merchant, Consumer Choice Services manually forced
a transaction to Ms. [redacted]’ account for $180.00.  This transaction caused Ms. [redacted]’s account
to go into a negative balance of $153.26. We
reached out to Ms. [redacted] by telephone and email on November 12th.  We have not had the opportunity to speak with
her yet, but will assist with her concerns once she returns our call.  NetSpend regrets the inconvenience that Ms.
[redacted] experienced with the Consumer Choice Services transaction.  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:Thank you for forwarding Mr. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on September 8, 207 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 AnalystNetspend, 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 transaction, and was told to wait 10 business days. She wants to be reimbursed for the disputed transaction. On July 17, 2015, Ms....

[redacted] called our customer service and mentioned that there were two unauthorized transactions on her account. One transaction was from from Wal-Mart in the amount of $76.15 using her card ending in [redacted].The second transaction was an ACH (Automated Clearing House) transaction from Progressive Select Insurance in the amount of $378.75, using her account and routing number. Customer service disputed the first transaction from Wal-Mart, but failed to dispute the ACH transaction with Progressive. Ms. [redacted] was informed by customer service to send a letter, summarizing the details of the unauthorized transactions, and was advised that she would receive an update on her claim within 10 business days. On the 10th business day from speaking with customer service, Ms. [redacted] was reimbursed for the Wal-Mart transaction. Ms. [redacted] called customer service on August 1st and was informed that her ACH transaction from Progressive wasn’t disputed. Customer service at that time submitted a request to our EFT (Electronic Funds Transfer) Department in efforts to dispute the unauthorized ACH transaction. On the 10th business day from August 2nd, our EFT Department concluded Ms. [redacted]’s disputes claim, and reimbursed her for the ACH Progressive transaction on the following day. Our Risk Management Team regularly reviews our cardholder’s accounts in efforts to prevent compromising activity from initiating on accounts, and to ensure that we remain compliant with regulations. On August 17th, our Risk Management Team determined risk factors that led to the blocking of Ms. [redacted]’s account. The account is now closed and Ms. [redacted] is no longer eligible for NetSpend services. A check for her remaining funds was mailed on August 21st. NetSpend regrets the inconvenience that Ms. [redacted] experienced as she waited for the resolution of her disputes claims. Furthermore, we apologize that our customer service failed to successfully dispute both transactions that Ms. [redacted] advised us of. We have taken the appropriate actions with the customer service representative. We have also 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her cards and dispute claim.We appreciate Ms. [redacted]’s additional comments.  We re-reviewed Ms. [redacted]’s claim, and based on our findings, the claim was handled appropriately.  We have provided her with documentation regarding her claim investigation. A member of our Corporate Response Team spoke with Ms. [redacted] on November 9, to discuss the results of her dispute claim and card orders.  We explained that her cards were activated using a method previously used to access her account.  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

Monday, December 18, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted]’s 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’ve reviewed Ms. [redacted]’s dispute claim and we’ve determined that her claim is being handled correctly.  We attempted to reach Ms. [redacted] on December 13, and 15, 2017 by telephone and by email, but unfortunately, we were unable to speak with her. The email outlined our actions to resolve her complaint. Ms. [redacted] responded by email and provided additional information about her refund from the merchant.  We forwarded it to our Dispute Department and informed Ms. [redacted] when to expect an update on her claim.  Ms. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Ms. [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her 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]. Mr. [redacted] mentions that he was provided incorrect information from our customer service which resulted in his account incurring an overdraft fee. He wants the $15 overdraft fee refunded to his account....

On August 15, 2015, Mr. [redacted] had an available account balance of negative $(56.48). When he loaded $57.00 to his account, one of the pending $15.00 overdraft fees was released back into his account balance. Since Mr. [redacted] missed the 24 hour grace period by fifteen minutes, we issued him a courtesy credit for the second overdraft fee. We appreciate Mr. [redacted] for being a long time customer, and we hope to continue servicing his account in the future. NetSpend regrets the inconvenience that Mr. [redacted] experienced with the overdraft fees. We also apologize for the customer service that he’s experienced. We’ll be sure to review what took place at the time that he spoke with customer service, and will take the appropriate actions if necessary. 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

Tuesday, May 23, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on May 23, 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card offer she did not request.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. Upon receipt of her complaint, we reached out to Ms. [redacted] to address her concerns in receiving our card offer.  We informed her that we canceled the card offer that was sent and have updated our systems to prevent future card offers from being mailed to her address.  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