Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On February 16, 2016, Ms. [redacted] contacted us to report that an unauthorized transaction posted to her account.  We immediately blocked the card to prevent any...

further unauthorized use.  We opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions under Regulation E.  Ms. [redacted] contacted us on March 31 and advised that the transaction was not unauthorized.  She informed us that the merchant will issue a refund back to her account.  Since a refund has not been sent to us, we advised that an update on her claim will be available on May 23.  When Ms. [redacted]’s claim finalizes, we will credit the full amount back to her account, if the claim is successful.  On March 25, we spoke with Ms. [redacted] by phone and explained the full disputes process.  We understand how frustrating it can be to resolve a dispute with a merchant and we appreciate Ms. [redacted]’s patience while we attempt to get her funds returned.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 Vickie [redacted].  Ms. [redacted] mentions that she made a partial payment in cash for a hotel stay, but her card was charged for the full amount.  She’s requesting credit for the difference.  On February 26,...

2016, I spoke with Ms. [redacted] to address her concerns. I assisted her with opening a dispute claim due to the hotel charging her for the entire transaction.  I requested Ms. [redacted] to send a copy of her stay folio to reflect this. After review of the document, our Disputes Team issued her a provisional credit for the difference while the claim is under investigation.  NetSpend apologizes for any inconvenience Ms. [redacted] experienced while waiting to receive credit for the apparent error. 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 regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.We appreciate Ms. [redacted]’s additional comments.  We have re-reviewed Ms. [redacted]’s dispute claim and confirmed that it is being investigated properly.  On September 22, we reached out to Ms. [redacted] to provide further explanation regarding her claim and advised that our investigation will be concluded by the end of the day on October 17.  The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation. We are still in process of reviewing the calls concerning the misinformation she was provided by our Customer Service Department.  We will report any findings to the management staff of the customer service agents Mr. [redacted] 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 complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard that was mailed to his address without him requesting it. 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 March 31, 2016, we reached out to Mr. [redacted] by telephone and email.  We have not had the opportunity to speak with him, but will address his concerns when he returns our call. We have canceled the card offer that was sent and have updated our systems to prevent future card offers from being mailed to his address.  Additionally, we have submitted a request to our Marketing Department in order to confirm how Mr. [redacted]’s name and address were obtained. We will convey that information to him once it is received.  We regret any inconvenience that 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 Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions that she could not activate her NetSpend card after sending in identification documents. She wants her 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. Ms. [redacted] purchased her NetSpend card on September 11th. The information she entered to activate her card did not automatically approve so she was directed to call back during the regular operating hours for customer service, 8:00 AM – 10:00 PM CST. She called the next day and we informed Ms. [redacted] of the documents required to verify her information and approve the account. We reviewed her documents and approved the account on September 12th. We spoke with Ms. [redacted] on September 22nd and confirmed that she used the funds on the card. NetSpend regrets the inconvenience that Ms. [redacted] experienced while activating her card. Should she have any additional questions she can call toll free ###-###-####. 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 dispute claim.   On December 5, 2016, an individual identifying themselves as Ms. [redacted], called Customer Service to report the card as lost/stolen.  Ms. [redacted]...

received an alert that her card account had been blocked and called to inform us that her card was not stolen but in her possession.  While Ms. [redacted] was on the phone, an account-to-account transfer was initiated and her funds transferred to another NetSpend cardholder’s account.  Ms. [redacted] received the transfer alert message to her cell phone and she informed us that she did not authorize the transfer. 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. We located the account where the funds were transferred to and we recovered a partial amount of Ms. [redacted]’s funds.    A member of our Corporate Customer Response Team spoke with Ms. [redacted] on December 14, and explained the dispute process.  We informed her that the next scheduled update for her claim was December 19.  On December 19, we completed our investigation and reimbursed Ms. [redacted]’s account for the unauthorized transfer.   We understand how frustrating it can be to experience unauthorized activity 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

Complaint: [redacted]
I am rejecting this response because: The risk factors that was explained during the call are due to disputes that I've made on my account over a 10 year tenure. There is not a noted policy that gives a limitation on disputes that consumers can make on their account.
Regards,
[redacted]

Thursday, January 12, 2017To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning transactions on her Card Account.  We appreciate Ms. [redacted] additional comments.  A member of our Corporate Response team spoke with Ms. [redacted] on January 12 and explained the dispute process.   Ms. [redacted] provided contact information for Google and we will send the merchant a confirmation letter detailing what transactions posted to her Card Account. Claim [redacted], opened on December 11, is still under investigation and is scheduled to be finalized January 25, 2017. The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days.We have provided Ms. [redacted] with our contact information in case he has any further questions. Thank you, [redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Revdex.com:The business mailed me a check for $14.01.  Wal-mart (the same business that I purchased the NetSpend card from) charged me a $3.00 fee to cash the NetSpend check.  Therefore, I did NOT receive a full refund.  I needed the money, so had to pay the fee in order to use the remaining $11.01.  I still lost on the deal: time and money.  NetSpend will NOT be recommended to my family and friends.
Due to the fact that I already had to cash the check, I find no other was to respond accept by this statement that was automatically entered for me:I have reviewed the response made by the business in reference to complaint ID 12490956, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted] (Date of this response July 28, 2015)
I am rejecting this response because:First of all, please ask this company to quit putting my NAME in the text on their responses.  I again received a PHONE CALL from them on July 23, 2015.  I did NOT answer it, but saved the recording.  I have repeatedly said I will NOT accept phone call explanations.  I told them I want this in writing on the Revdex.com record.  They still are not getting the point that I want to know WHO is giving THEM my SS and DOB info. I don't consider...some third party supplied the information of MY SS #, etc. ...an acceptable answer.  I want to know what third party is supply my confidential information to them. This is my attempted recap of what was on the recording...Yes, Hi Ms. ....  My name is [redacted].  I’m calling with our ..... corporate office. I am actually on the same team as Mr. .... [redacted] that you spoke with on the phone regarding the pre-paid card source that you received, that you were concerned about…understandably. The information that we were given is based on the agreement with some of the third party vendors that we have.  Confidentiality (somewhat inaudible) reasons actually were unable to give us the URL website source.  I can confirm that it came from the IP [redacted].  The Opt-in (somewhat inaudible) date was July 3rd of this year and it was unsolicited. I can certainly also confirm with you, as he is sure Billy did, that the card cannot simply just be activated because you use it.  Being a financial institution, we are certainly required to verify every card holder’s identity. So, we wouldn’t be able to do that without having the full SS # and date of birth, to match with your name and address, which can only be given by you in order to activate it.  So there is definitely a level of security that has to be passed before it can even be activated. We definitely apologize for the inconvenience.  If you do have further questions, please let us know.  And of course, my contact number is [redacted] Once again we do apologize for the inconvenience.Thank you.

To Whom It May Concern:   Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us.   As you requested, we attempted to reach Ms. [redacted] on November 6, and 10, 2017 by way of telephone, but unfortunately we were unable to speak with her.  We informed Ms. [redacted] by email of...

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] concerning the inconvenience she is experiencing with a merchant billing dispute.   On April 1st, I spoke with the merchant who confirmed the issues are not related and that the normal chargeback process should proceed accordingly. I advised Ms. [redacted] of this on the same day. We understand that the dispute process can be lengthy and we appreciate Ms. [redacted]’s patience.  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].  Ms. [redacted] states that she has not received a
check for the funds that were placed on a card that she could not
activate.  She’s requesting a refund for
the funds that she loaded onto...

her NetSpend card, including the purchase price
of the card.  On June 25, 2015, Ms. [redacted] purchased
a NetSpend prepaid debit card.  When she
provided her information to activate the card, our system recognized a negative
balance from a previous account that was associated with her information.  After Ms. [redacted] requested for us to mail her
a refund check, we sent a check to her address on July 2nd.  Ms. [redacted] notified our customer service that
her refund check was never received. We mailed another check to her address on
August 6th. We’ve attempted to contact Ms. [redacted] by telephone and
email on October 21st, but have not had the opportunity to speak
with her. When she contacts us back, we will confirm if she’s received the
refund check that was mailed to her on August 6th.  NetSpend
regrets any inconvenience that Ms. [redacted] experienced while waiting on her
check. 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]. Ms. [redacted] states that she has not received the $200.00 refund from her card. She wants to receive the funds that were promised to her.On August 4, 2015, we spoke with Ms. [redacted] and confirmed her...

physical address. The check was mailed by US Postal Service on July 17th. She informed us that she instructed the post office to redirect her mail to a different PO Box. We are confirming that the old check has not been cashed before we can issue another. Once we receive the check status, we will give Ms. [redacted] the new timeframe for the second check. NetSpend regrets the inconvenience Ms. [redacted] experienced while waiting on her refund check. 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

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 as far as Netspends part.  They sent me my bank statements which I then forwarded to Western Union.....So it looks like my complaint should now be against Western Union.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I am still waiting to see if they will reactivate my card so I can withdraw my funds or atleast get a check mailed so I cant say it is fully resolved however Mr. [redacted] has been very kind and very helpful in resolving this matter. Resolution is still pending but seems positive
Regards,
[redacted]

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his open disputes claim for
unauthorized transactions that were made on his NetSpend Prepaid card.   He’s requesting to be reimbursed for the
disputed transactions, and to speak with...

corporate about his customer service
experience. On
October 19, 2015 Mr. [redacted] called our customer service to report unauthorized transactions
on his card. Our customer service informed him that he would receive an update on
his disputes claim within ten business days, November 2nd.  On the tenth business day, Mr. [redacted] was
reimbursed for the transactions that he disputed. We reached out to Mr. [redacted]
by telephone and email on the same day, but have yet to speak with him.We
understand how frustrating it can be to dispute unauthorized transactions. We
appreciate Mr. [redacted]’s patience as we investigated his claim. Additionally, we
apologize for the inconvenience that Mr. [redacted] received with our customer
service and are currently reviewing the call recordings to determine the
appropriate actions that should be taken. We have provided him our contact
information should he have any additional questions or concerns.  Thank
you,[redacted]Corporate
Customer Response TeamNetSpend
A TSYS Company

Revdex.com:
I have been in contact with the business. I hope that this matter has opened the eyes of this business and how the customer service is handed. reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received. On March 17, 2016, Mr. [redacted] requested a NetSpend card while filing his taxes.  Mr. [redacted] contacted us on April 18 to report that his card has not been received.   A new card was ordered and mailed to the Mr. [redacted]’s address on file.  On May 20, Mr. [redacted] contacted us again to report that he has still not received his card.  We confirmed his address and requested a new card to be sent to his address on file.  Mr. [redacted] contacted us on June 8 to report that his card was not received again.  We expedited a new card to be mailed to his address on file.Upon receipt of his complaint, we attempted to contact Mr. [redacted] on June 15, but have not had the opportunity to speak with him.  After review of Mr. [redacted]’s account, we can confirm that he activated his card on June 18. 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

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.
Regards,
[redacted]