Realcor Developments Ltd.

Complaint: [redacted]
I am rejecting this response because:I just got contacted by email on April 13,2017 I didn't receive any reply concerning my complaint on April 7,2017.I received two cards from the bank and the bank added charges from June 2016 into the dispute my card was stolen and used fraudulently without my knowledge.I sent in a police report as well as other supporting documents showing that Im a victim of ID THEFT.I have no knowledge on the person who used my card,my home was damaged due to Hurricane [redacted].My home was broken into and my personal information along with my cards were stolen.I sent in other documents around the same time showing that the accounts were compromised as well,I'm waiting on my refund to come back on my card.
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.   On November 23, 2016, Mr. [redacted] contacted our Customer Service Department to report three transactions with merchant, TEEBLASTER.ONLINE as unauthorized that...

posted to his account.  We immediately blocked his card to prevent further charges on the compromised card and ordered him a replacement.  We promptly opened a dispute claim and began our investigation.  We informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.   We concluded our investigation of Mr. [redacted] dispute claim on December 8 and no credit was issued because we did not find that an error occurred.  We received supporting documentation from the merchant involved in Mr. [redacted] dispute claim that validated the transactions and provided tracking information for merchandise that was shipped and received to the address on file. The results of the investigation will be sent to Mr. [redacted] in writing within 3 business days.   A member of our Corporate Response Team spoke with Mr. [redacted] on December 9, and explained the dispute resolution process. Mr. [redacted] informed us of details about the product sent to him from this company that he did not order.  After further review with our Dispute Department they informed us that unfortunately, we would not be able to reopen his claim. We requested the merchant documentation be mailed to Mr. [redacted], he should receive the documentation within 7-10 business days.   We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend, A TSYS Company

I reject becasue there is no resolution. I still have not received any form of a ck or reply as to when one will be reissued being USPS lost the 1st one according to them. I have to call and call as my calls are not returned. Net spend took $405 of my money in November for a $115 debt they say I owe them from 10 years ago. At minimum why have I not recived the balance of the $405. My latest conversation with Net Spend was yesterday and someone was calling meback in 3 hours.. Its over 24 hours later and no reply. As of yesterday [redacted] from Netspedn had received NO replys from his acct dept and no one was even replying to him.. Was advised " something is wrong" and he will look into it. What is going on?

Complaint: [redacted]
I am rejecting this response because: Netspend did not investigate the matter. They refunded me 25.00 dollars after I had hundreds of dollars taken off my card. I want to warn people not to do business with them or the same thing will happen.
Regards,
[redacted]

Wednesday, January 4, 2017 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card Account. On December 19, 2016, we received an authorization request from a merchant, Foot Locker, in the amount of $201.00 on...

Ms. [redacted]’ Card Account. She contacted us on December 30, and reported the transaction was cancelled. We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the authorization in order to release the funds back into her available balance.  The next day, we reviewed the document sent by Ms. [redacted] and we released the funds back to her Card Account balance.  If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collected. 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 December 31, the pending authorization from Foot Locker was released back into Ms. [redacted] available balance.  In response to her communication, a member of our Corporate Response Team reached out to Ms. [redacted] on January 4, 2017, but we were unable to speak with her.  Ms. [redacted] accessed her remaining funds on January 3. We have provided Ms. [redacted] with our 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 a block on her account that was caused by a merchant refund. Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our...

cardholders. On March 18, 2016, a systemic block was placed on Ms. [redacted] account after she received a refund from a merchant. In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refund. This policy is in accordance with our responsibilities under the MasterCard processing rules. Ms. [redacted] mentioned that there was no original purchase made, but that the refund was for a withdrawal attempt that declined and that merchant returned the money back into her account in the form of a refund. Our Risk Management Team contacted the merchant to explain that we will need to receive a Letter of Indemnity from them to return the funds via check by mail. On March 29th, our Risk Management Team removed the block on Ms. [redacted] account to allow her access to her remaining available funds, which I notified Ms. [redacted] of.NetSpend regrets the inconvenience that Ms. Beauford’s 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]. Mr. [redacted] mentions his account being blocked due to a merchant refund to his card. He’s requesting for his card to be unblocked so that he can gain access to the credited funds. Our Fraud...

Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholders. On August 24, 2015, a systemic block was placed on Mr. [redacted]’s account after [redacted] credited his card $228.26. There was no corresponding debit for this transaction. In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refund. This policy is in accordance with our responsibilities under the MasterCard processing rules. The merchant can also reverse the credit and issue the funds to Mr. [redacted] by another method of reimbursement. On September 29th, the account block was removed after review of the original purchase receipt. NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the block on his account. He has been provided my contact information should he have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, March 27, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted] 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 have re-reviewed Ms. [redacted] dispute claim and we’ve determined that her claim was handled correctly.We attempted to reach Ms. [redacted] on March 23, and 27, 2018, by telephone, but were unable to speak with her. We emailed Ms. [redacted] a letter on March 27, outlining our actions taken on her dispute claims.  Ms. [redacted] 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 not receiving prior notice that his card would be blocked when filing an unauthorized disputes claim.  For our customer’s convenience, NetSpend allows disputes claims to...

be filed online or by notifying our customer service of a dispute through the secure inbox.  This would also be used as their letter of dispute. On March 26, 2016, Mr. [redacted] sent an online message mentioning the merchant [redacted] charged his account for an authorized transaction after he had previously cancelled service with them. We blocked the card to prevent any additional charges from this merchant. A replacement card order was requested to his address on file and he should receive this within 7-10 business days.  On March 28, 2016, I spoke with Mr. [redacted] briefly by phone to address his concerns, but he continued responding via email. I ordered Mr. [redacted] another card to be expedited free of charge. Mr. [redacted] acknowledged he had no further questions.NetSpend regrets the inconvenience that Mr. [redacted] experienced with his card being blocked due to his dispute.  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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the problems he experienced with his dispute.  He requests full reimbursement of the ATM transaction, fees, and his negative balance.The disputed transaction from January 8th, 2016 left his available balance negative by $91.26. Our Disputes Team credited his account for the transaction and all of the associated fees on February 22nd. No further credit is due at this time.NetSpend regrets the inconvenience that Mr. [redacted]s experienced. We have provided Mr. [redacted]s 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:   Thank you for forwarding Mr. [redacted]’ complaint [redacted] to us.   On January 23, 2018, our Risk Management department closed Mr. [redacted]’s account because we identified several risk factors associated with his Card Account.  We are no longer...

able to offer him Netspend Services and the specific risk factors are not disclosed to consumers for security reasons.    As you requested, we addressed this matter directly with Mr. [redacted] on February 19, 2018 by telephone. We provided him with further insight on the indemnity process.    Mr. [redacted]’ 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 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] concerning her dispute claim.  On November 4, 2016, Ms. [redacted] contacted us to report unauthorized transactions that posted on her account.  We immediately blocked the card to...

prevent any further unauthorized use.  We promptly opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We concluded our investigation of Ms. [redacted]’ dispute claim on December 19 and no credit was issued because we did not find that an error occurred. We received supporting documentation from the merchant involved in Ms. [redacted]’s dispute claim that validated the transactions. We notified Ms. [redacted] that the provisional credit would be reversed on December 27.   A member of our Corporate Response Team, spoke with Ms. [redacted] on December 30 and informed her of the dispute claim resolution.  We re-reviewed the information the merchant provided on January 06, 2017 and the merchant issued a refund for one of the disputed transactions and we issued full reimbursement for the remaining disputed transaction.    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

Good Afternoon,   This issue has been resolved.  I received all of my money back Friday.   Thank you for your help.   [redacted] ###-###-####*

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] mentions confusion about funds mailed in a check or if they still remain on his account. We spoke with Mr. [redacted] on several occasions concerning the check mailed to him on August 20, 2015. Since he reported not receiving the check we put a stop payment on it. He contacted NetSpend on August 28th to inform us that he received the check in the mail. After accounting reviewed the voided check sent by email, the funds were put back on his account for use that same day. NetSpend regrets the inconvenience that Mr. [redacted] experienced with the return of funds to his account. We have provided him 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:
The reasons that were given to me regarding the findings of the investigation make no sense at all. I filed an additional complaint to discuss those problems. I am not satisfied & will not stop fighting this. 
Regards,
[redacted]

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the closing of her dispute claim and account. She’s requesting to know how the disputes decision was determined.  On January 11, 2016, [redacted] disputes claim was closed with no error found and no credit was given for the disputed items.  Our Risk Management Team identified risk factors that led to the blocking of [redacted] account the same day. She is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons.  [redacted] sent a document concerning her claim on January 12th.  That document is under review and our Disputes Department will send her a letter with the details that lead to their decision on her claim.  We attempted to contact [redacted] on January 29th by telephone and email, but have not had the opportunity to speak with her.   We will assist when she returns our call.  NetSpend regrets the inconvenience [redacted] experienced as a result of her disputes claim decision and her account closure. 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] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on December 18, 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

Wednesday, February 08, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her Card Account. On November 1, 2016, Ms. [redacted] received a merchant refund from Nordstrom.  A systemic block was placed on the...

Card Account because the refund did not correspond with any debits posted by the same merchant. When a refund is received on a Card Account that does not correspond with a prior debit transaction, or a refund is received that exceeds the amount of the original purchase transaction, it is our policy to request the original purchase receipt to authenticate the refund in accordance with our responsibilities under the MasterCard Processing Rules. Our Customer Service Department spoke with Ms. [redacted] on November 2, 2016, and requested the original purchase receipt.  On November 3, we received documentation from Ms. [redacted], but it was insufficient to remove the block. A member of our Corporate Office spoke with Ms. [redacted] on February 3, 2017, to explain why the documentation she provided was insufficient and assist with the block removal.  Our Risk Management Team reviewed her Card Account and the block was removed on February 7.  As a courtesy, we have expedited a new card to Ms. [redacted]’s address on file.  She will receive the card within 1-3 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 TeamNetspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On July 7, 2016, someone claiming to be Mr. [redacted] contacted us to report his card as stolen and to transfer funds to another NetSpend account.  The person...

claiming to be Mr. [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer.  Later that day, Mr. [redacted] contacted us to report that the transfer of funds was not authorized by him.  We immediately opened a dispute claim and began our investigation.  A block was also placed on Mr. [redacted]’s account to prevent any additional unauthorized activity. A member of our Corporate Response Team reached out to Mr. [redacted] on July 14 to discuss his dispute claim.  After review of Mr. [redacted]’s dispute claim, we provided him with full reimbursement for the disputed transaction.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 Mr. [redacted] with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Monday, December 05, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her direct deposit.On November 21, 2016, Ms. [redacted] ordered a Netspend card online through NetSpend’s website.  On November 29, Ms. [redacted] received a notification...

that her payroll direct deposit was pending and she needed to contact us for further assistance.   That same day, Ms. [redacted] was informed that she was no longer eligible for NetSpend services due to a previous account she had with us.In response to her communication, a member of our Corporate Customer Response Team reached out to Ms. [redacted], but unfortunately, we have not had an opportunity to speak with her.  Her direct deposit was returned to her employer on December 2, and will arrive within 6 business days.   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