Realcor Developments Ltd.

Complaint: [redacted]
I am rejecting this response because:   Again the reason I was given was a person tried to use my account I was told he got all my security questions right but (one) like I said before no one ask me any of my security questins.      My password is what stopped me from getting on the site every time.  it alwayes said password or somthing didnt match in they like most or all wont send e mails unless its to the persons correct sign in information
g
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I told the business that I had never received their card sent in January, and that I was unable to access my account online. The online account was essentially locked and the webpage error message said "You do not have an account". If I couldn't even log into the online account, then how could I check the balance as they show in their report? I had no access to the account beginning in May of 2015. They have also taken money from my PayPal account without authorization, and I just learned of this after contacting PayPal. The log in records are fraudulent and the transactions are as well. I want the money they stole from me. I will not be letting this go until they refund the entire balance they stole.
Regards,
[redacted]

Monday, April 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Netspend Card Account.On April 4, 2017, Ms. [redacted] contacted our Customer Service Department regarding an unauthorized transaction that occurred on her Card...

Account.  We immediately blocked her Card Account and ordered a replacement.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  That same day, Ms. [redacted] transferred funds from Card Account ending in [redacted] to her other Card Account ending in [redacted].  As a result of the transfer, Ms. [redacted] ACH debit was rejected on her Card Account ending in [redacted], due to insufficient funds.  A member of our Corporate Office spoke with Ms. [redacted] on April 10, 2017 and apologized for the misinformation provided by our Customer Service Department.  As a courtesy, we provided a credit to Ms. [redacted] Card Account. 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 have provided [redacted] with our contact information should she have any additional questions concerning this matter.  Thank you,[redacted]Customer Experience AnalystNetspend, a TSYS Company

Friday, August 28, 2015 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] mentions that he thought he received an AT&T gift card, but in fact was a NetSpend Prepaid Card.   He states he does not appreciate the...

marketing measures of the card offer. 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 August 28, 2015, we reached out to Mr. [redacted] by telephone and email.  We informed him the card offer was closed and the card was blocked.   We have updated his information in our system to prevent any future offers from being sent to him.  We also told him the source of his card offer came from Experian’s Consumer Marketing Database.  We gave him their contact number so he can address his concerns with them directly.  We regret any inconvenience Mr. [redacted] experienced as a result of this card offer.  He has been given 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 complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On October 6, 2016, Mr. [redacted] contacted us to report an unauthorized ATM transaction that posted to his account. We promptly opened a dispute claim and began our...

investigation. We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E for a new account. Per these guidelines, the timeframe for an initial claim review on new accounts (and provisional credit eligibility) can take up to 20 business days. An account is considered new, when a dispute claim is initiated within 30 days from the first cash or deposit load occurs on an account.A member of our Corporate Response Team spoke with Mr. [redacted] on October 17, to discuss his dispute claim. We informed him that he will receive an update on his dispute claim on November 4, by 5:00PM (CST). Fees associate with the disputed transaction will be reimbursed at the conclusion of the claim.We have provided Mr. [redacted] with our contact information should he have any other questions or need any further assistance.  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 the NetSpend Prepaid MasterCard offer that she received in the mail. She’s requesting to be opted out of future card offers, and to know how we received her information. The offer (and...

accompanying disclosures) Ms. [redacted] received was distributed in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (12 CFR 1005.5(b)). Her social security number and date of birth were not provided and are not connected to this offer in any way. No account in her name has been activated without her permission. 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 Ms. [redacted]’ credit. NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the NetSpend Prepaid MasterCard. We mail those consumers card offers. Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with us. Again, 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 can only be used by the intended recipient. On October 8, 2015, we spoke with Ms. [redacted] concerning the card offer she received. We informed her that we have removed her name and address from our mailing list and she should not receive any future offers from any NetSpend managed programs. We’ve also submitted a request to obtain specific details of how Ms. [redacted]’ information was obtained for this card offer. When it is received, we will relay the information to her. We apologize for any inconvenience that Ms. [redacted] experienced as a result of this card offer. She has been given 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 her open disputes claim
for unauthorized transactions that were made on her NetSpend Prepaid card.   She’s requesting an escalated review of her
claim.  On
October 19, 2015...

Ms. [redacted] called our customer service to report unauthorized transactions
that were initiated in a different state than where she resides.  Ms. [redacted] disputed an ATM transaction for
$301.75 and a Wal-Mart transaction for $60.98.  On October 28th, we escalated Ms. [redacted]’s disputes claim for
review, and she was reimbursed for the disputed transactions. We
understand how frustrating it can be to dispute unauthorized transactions.  We appreciate Ms. [redacted]’s patience as we
investigated her claim.   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 her missing direct deposit. On March 1, 2016, Ms. [redacted] filed her taxes through the Turbo Tax website and elected to receive her tax refund deposit on a NetSpend card.  Ms. [redacted]...

received and activated her card on March 8, but her direct deposit was not received.  Upon receipt of her complaint, we reached out to Ms. [redacted] on June 2, to discuss her missing deposit. We requested the trace number for her deposit from the originating bank.  On June 6, we received Ms. [redacted]’ trace number and determined that we were unable to locate her deposit in our system.  We advised Ms. [redacted] to contact the originator of her deposit for research.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:   Thank you for forwarding Mr. [redacted] 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 inside flap of the card 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 and email on April 26 and April 27 but unfortunately, were unable to speak with Mr. [redacted]. We emailed him on April 28, 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.  [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the overdraft fees associated with her account.   On August 15, 2016, at 4:54PM, Ms. [redacted] completed two transactions that created an overdrawn balance greater than...

$10.00.  These transactions also caused two pending overdraft fees to be placed on hold.  The twenty-four hour grace period to bring the card account back to zero or a positive balance began immediately after.  On August 16, at 9:37PM, Ms. [redacted] received a direct deposit that recovered the negative balance. The direct deposit arrived after the twenty-four hour grace period expired.   If a cardholder fails to bring their Card Account back to a zero or positive balance within 24 hours from the time of the first transaction causing an overdrawn balance greater than $10.00, the cardholder will incur an Overdraft Protection Service Fee for each transaction approved after their Card Account balance was greater than $10.00 overdrawn.   In response to her communication, we reached out to Ms. [redacted], but unfortunately, we have not had the opportunity to speak with her.  As a courtesy, the overdraft fees have been reimbursed.      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 her dispute claim.   During routine monitoring, we placed a temporary restriction on Ms. [redacted] account on October 27, because we detected suspicious activity.  We...

contacted Ms. [redacted] later that day to confirm the activity and removed the block from her account.  A new card was expedited and the shipping cost was waived.   On October 28, an individual identifying themselves as Ms. [redacted], initiated an account-to-account transfer of funds to another NetSpend cardholder’s account.  Ms. [redacted] contacted our Customer Service Department on October 31 to report that her card had been compromised and she did not authorize the transfer.  We immediately blocked the card to prevent additional unauthorized usage and ordered a replacement.  We promptly opened a dispute claim and began our investigation. We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We also disabled the account-to-account transfer feature on her account to prevent further unauthorized transfers.   In response to her communication, a member of our Corporate Response Team spoke with Ms. [redacted] on November 2. We informed her that we concluded our investigation and provided her full reimbursement for the unauthorized transfer.   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 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 Team NetSpend A TSYS Company

Tuesday, September 5, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on September 5, 2017 by way of telephone. The email we sent Ms. [redacted] on the same day, outlined our...

actions to resolve her concerns. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized transactions she opened a dispute claim for. She is requesting to be reimbursed for the transactions.On February 12, 2016, Ms. [redacted] filed a disputes claim. I spoke with her on...

February 26th to address her concerns. Ms. [redacted] stated she was told by our Customer Service that she would receive a provisional credit for the transactions disputed within 10 business days. I advised that it can take up to 20 business days for an initial dispute investigation for new accounts.   Upon further review by our Disputes Team, we credited her account for the transactions and closed her claim.We apologize for the inconvenience Ms. [redacted] experienced while waiting to receive credit to her 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

Wednesday, May 3, 2017 To Whom It May Concern:Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on May 2, 2017 by way of telephone, and email. 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 closure of her account. On May 5, 2016, our Risk Management Team closed Ms. [redacted] account because they identified risk factors associated with her activity/information. These...

risk factors are not shared publicly for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.Upon receipt of her complaint, we spoke with Ms. [redacted] on May 12 to address her concerns regarding the account closure.  Ms. [redacted] should receive her refund check within 10 business days. We apologize for the poor 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

Friday, April 21, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Card Account offer.NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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 Account 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 reached out to Ms. [redacted] on April 18, 2017, to discuss the Card Account offer.  She was unable to provide the Card Account number at that time, but we have permanently removed her name and address from our mailing list. She should not receive any future offers from products managed by NetSpend. 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

Thursday, July 28, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card offer that was sent to her son who is a minor. 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 reached out to Ms. [redacted] on July 28, 2016, to discuss her concerns.  At her request, we permanently blocked the card offer and removed her son’s information from our mailing list so he should not receive any future offers from any NetSpend managed programs.  NetSpend regrets any inconvenience that Ms. [redacted] and her son experienced as a result of this card offer. 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

Tuesday, August 30, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card she purchased as a gift.   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. The requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase. The card package also states that use of the card is limited prior to identity verification and that it is not a gift card.   On August 27, 2016, Ms. [redacted] purchased a Netspend card with $200.00 loaded on it intended to give as a gift. After purchasing the card, Ms. [redacted] discovered information required in order for the card to be activated.       A member of our Corporate Response Team spoke to Ms. [redacted] on August 30. At Ms. [redacted] request, we are mailing her a check for her funds to her address on file. She should receive this check within 10 business days.   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 her Card Account.    During routine monitoring, we placed a temporary restriction on Ms. [redacted]’ Card Account on March 1, 2017, because we detected suspicious activity. ...

In order to remove the restriction, we requested Ms. [redacted] to provide us copies of her identification documents to verify her identity. The documents Ms. [redacted] provided on March 10, were unacceptable to remove the block.    Additionally, our Risk Management Team closed Ms. [redacted]’ account on March 18, due to risk factors that were identified while reviewing her account. These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.   A member from our Corporate Office reached out to Ms. [redacted] on March 17, to provide further insight about her Card Account, but unfortunately we were unable to speak with her.  We notified Ms. [redacted] through email on March 20 that her Card Account was closed, because our system recognized her information was associated with prior Card Account closed due to risk factors.  We informed her that a check for the remaining Card Account funds will be mailed to the address on file.  Ms. [redacted] should receive the check within 7-10 business days.    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

Thursday, February 22, 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 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 February 20, and 22, 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