Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she was not able to activate the card she purchased without sending documents. She wants the money back or the card activated. 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, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card. This information is displayed on the outside of our card packaging. On June 6, 2015, Ms. [redacted] attempted to activate the new card online. The information entered could not be verified by the automated system so she was asked to call customer service. We requested for her to email identity documents so we could manually approve the account. We received the acceptable documents and approved the account on June 10th. NetSpend regrets the inconvenience that Ms. [redacted] experienced while trying to activate her card. 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a merchant billing dispute’s timeframe.    Ms. [redacted] disputes claim was initiated on March 3, 2016.  Six days later, our Disputes Department notated her account and...

advised that her claim was still under review and will be resolved by April 21, 2016. A provisional credit was not issued as a result of the disputes claim type. The forty-five day timeframe provides the merchant enough time to respond to our disputes claim.  When Ms. [redacted]’s claim finalizes, we will credit the full amount back to her account, if the claim is successful.  On March 4th, we spoke with Ms. [redacted] and she conveyed the details about her claim.  We sent her information along with the Priceline itinerary to the Disputes Department for review.  They attached the document to the claim and restated the decision of no temporary credit for this type of claim.  NetSpend understands that the disputes process is lengthy, and we appreciate Ms. [redacted]’s patience as we attempt to retrieve her money.  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 complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with activating his NetSpend card.  He’s requesting a refund of the $20 he loaded onto the card.  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] purchased his NetSpend card on December 2, 2015. Additional information was needed to fully activate his account, and our customer service requested for Mr. [redacted] to send in identity documents.  We will review his documents for full approval once we receive them from Mr. Riedel.  In the meantime, Mr. [redacted] is able to access the funds on his account by using his card for in store purchases until January 1, 2016.  We reached out to Mr. [redacted] by telephone and email on December 29th.  We have not had the opportunity to speak with him, but will assist with his concerns when he returns our call.  NetSpend regrets the inconvenience that Mr. [redacted] experienced while attempting to fully activate his card.  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 complaint # [redacted] filed with your office by [redacted] concerning a replacement card that was not delivered to her address.  She’s requesting to receive her replacement card and a refund for fees associated with the card order.  On November...

6, 2015, Ms. [redacted] reported an unauthorized charge on her card.  As a security precaution we blocked that card and ordered a replacement to be delivered by USPS.  The postal service returned the card to NetSpend as undeliverable on November 24th.  We sent a second card to Ms. [redacted] that same day. The second card was returned to us on December 11th.  Ms. [redacted] received the third card that was mailed to her sister’s address.  We spoke with Ms. [redacted] on December 21st and addressed her concerns. We apologize for the length of time it took to receive her replacement 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

Monday, January 08, 2018To 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 PVC was not provided. After review, we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on January 3, 2018 by way of e-mail. We provided him with further insight on the dispute process. Her 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 AnalystNetspend, a TSYS Company

To Whom It May Concern:   Thank you for forwarding Mr. [redacted] complaint to us. We reviewed Mr. [redacted] claim and determined that it is being handled appropriately. We attempted to reach Mr. [redacted] by phone and email on May 23, 2017 but unfortunately, were unable to speak with...

Mr. [redacted]. We emailed him 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] 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 could not be activated because
her identity documents do not have her current address.  She’s requesting her card to be
activated.  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.  NetSpend is compliant with the laws concerning the prepaid debit
card. We notify the consumer of this information on the outside of our card
packaging.  Ms.
[redacted] purchased her NetSpend card on October 15th. Additional
identity information was needed to approve her account, which prompted our
customer service to request identity documents from her in efforts to approve
and activate her account. The documents that Ms. [redacted] sent were not approved
to activate her account.  She elected to
have her card converted to Limited Use on October 17th. Limited Use
is a card status where Ms. [redacted] can make in store PIN and signature
purchases. The card cannot be reloaded and once the funds are used, the card
can be discarded. On October 22, 2015, we reached out to Ms. [redacted] by
telephone and email.  We have yet to
speak with her, but we will assist her when she returns our call.   NetSpend
regrets the inconvenience that Ms. [redacted] experienced while activating 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

Friday, November 3, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on November 3, 2017 by way of telephone. We informed Mr. [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

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because:Its not that they cant get in touch with me, they called 4 times and when I answered never said anything. Then on Thursday the 30th I called in and ask to spk with a supervisor and was placed on hold for 45 mins and then they disconnected the line. I called back and while on hold they cancelled my full account, which at this moment I dont care about. They cheated me out of 611 that was supposed to be protected by the bank and told me basically even tho u didnt make the charge u still have to pay. They are just making this sooo hard for me
Regards,
[redacted]`

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. Pending they follow through with the arrangement we made via email. 
Regards,
[redacted]

To Whom It May Concern: We received complaint # 1[redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend Prepaid Debit Card. 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 along with the associated fees.  On March 7, 2016, Ms. [redacted] attempted to activate her NetSpend card. Additional information was required to fully activate her account, and our Customer Service Department requested for her to send in identity documents.  Instead of sending the required documents, Ms. [redacted] requested to close her account.  After the $5.95 processing fee deduction, a check for the remaining balance was mailed to her address on March 10th.    We reached out to Ms. [redacted] on March 17th by telephone and email, but unfortunately, we have not spoken with her.  As a courtesy, we credited the check processing fee and the card purchase price to the closed account.  A new check was processed without a fee to be mailed to Ms. [redacted]’s address.  She will receive the second check in ten business days from the date March 21st.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to activate 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 complaint # [redacted] filed with your office by [redacted] concerning a block on her account that was caused by a merchant refund. On March 14th, I spoke with Ms. [redacted] to address her concerns. The refund she received was a payment for services not being received.  We advised that we will need to receive a Letter of Indemnity from the merchant by mail in order to send them the funds back via check.  The merchant can also reverse the credit and issue the funds to her by another method of reimbursement.  Our Risk Management team reopened Ms. [redacted] account to allow her normal access and placed the refund amount on hold until one of the options provided has concluded. 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 TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her account closure.On April 7, 2016, a merchant by the name Well-Shod collected $444.17 from Ms. [redacted] account without an authorization code. The collection resulted in a negative balance on...

the account.Ms. [redacted] account was later closed on April 11 due to risk factors that were identified. These risk factors are not shared publicly for security reasons and Ms. [redacted] is no longer able to open another NetSpend product. We spoke with Ms. [redacted] on April 13 and conveyed the status of 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized transfer.   On July 14, 2016, Ms. [redacted] contacted us and requested her funds to be transferred to her sister’s NetSpend account.  On that same day,...

someone claiming to be Ms. [redacted]’s sister contacted us to transfer funds to another NetSpend account.  The person claiming to be Ms. [redacted]’s sister verified security information associated with the account and our Customer Service Department completed the transfer.  On June 14, Ms. [redacted] and her sister contacted us to report that the transfer of funds was not authorized by them.  We immediately opened a dispute claim and began our investigation.  A block was also placed on both accounts to prevent cardholder transfers in the future.   On July 18, we concluded our investigation of Ms. [redacted]’s dispute claim and provided full reimburssment for the unauthorized transfer.  We spoke with Ms. [redacted] on this date and provided details regarding the outcome of her dispute claim.   We understand how frustrating it can be to experience unauthorized transactions on your account. NetSpend is very committed to providing a safe and secure product.   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 the Refer-A-Friend bonus associated with her NetSpend Prepaid Debit Card.  On April 4, 2016, we spoke with Ms. [redacted] and reviewed the cards her brother activated recently.  ...

We credited the Refer-A-Friend bonus to both her and her brother’s account.  We explained that the bonus was not automatically awarded because her brother activated and loaded an alternate card, not associated with the card recommended by Ms. [redacted]. NetSpend regrets the inconvenience that Ms. [redacted] and her brother experienced while waiting to receive the Refer-A-Friend bonus.  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 didn't authorize anything. I have also responded to emails from netspend as well as made phone call attempts. I never used the card or authorized it. I didn't cancel my pin because I cancelled the entire card. I was due to get 3086 dollars from my taxes, I didn't know money was being withheld and I was only getting 2100. So I waited after activating the card for the rest of the money to be posted to my account. When I saw it had been accessed I immediately notified netspend. I have not and never have given anyone permission to use my card. I did not use my card after I activated it. 
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card given to her as a gift that she could not activate. She’s requesting a check for the amount loaded to the card.  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 that this is not a Gift Card.  On February 5, 2016, we spoke with Ms. [redacted] and we addressed her concerns.  We understand that she was not provided the information that is written on the package and apologize that she did not receive the first check mailed on December 11, 2015. We advised that she will receive a replacement check within ten business days to her updated address.  NetSpend regrets the inconvenience that Ms. [redacted] 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: We received complaint # [redacted] filed with your office by [redacted] concerning a check for her closed account balance that was not received.  She’s requesting her money to be returned to her.    On November 22, 2015, Ms. [redacted] called to activate her new...

NetSpend card.  Our system recognized her information as being associated with a previous account that had a negative balance, resulting in Ms. [redacted]’s account becoming blocked.  She is no longer eligible for NetSpend services.  We mailed her a check for the account balance on December 2nd.  We spoke with Ms. [redacted] on December 29th and addressed her concerns.  The previous check was voided and we requested a new refund check to be sent to her confirmed address.  NetSpend regrets the inconvenience Ms. [redacted] experienced with not receiving the check for her closed account.  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. As you requested, we addressed this matter directly with Ms. [redacted] on January 18, 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. ...

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 she received an unsolicited NetSpend Card that she did not order. She’s requesting for NetSpend to stop sending her these card offers, and would like to know why she’s...

being asked for her Social Security Number to activate the 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. 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 September 1, 2015, we blocked the card offer that was mailed to Ms. [redacted]’s address. We have updated her information in our system to prevent any future card offers from being sent to Ms. [redacted]’s mailing address. We regret any inconvenience that Ms. [redacted] experienced as a result of this card offer. She can contact us toll free at ###-###-#### if she has any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company