Realcor Developments Ltd.

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 March 8, 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: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on August 9, 2017 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 Analyst Netspend, a TSYS Company

Thursday, July 23, 2015 To WhomIt May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she was in thehospital and someone used her account without her knowledge or permission.  She wants a resolution that gives her themoney back.   On June 20, 2015, Ms. [redacted] disputed 146 transactions on her NetSpend card that occurred during the timeframe of March 10th until April 12th.  The disputes claim was closed on July 3rd with no error found.  Based on the results of our investigation and the fact she reported the error more than 60 calendar days after the first disputed transaction.  Our records show she viewed the account electronically through the website during the disputed period. At her request we have mailed the details used to make our claim determination on July 9th.   We did receive a document that claims Ms. [redacted] was hospitalized during this time. It was submitted for a review to our Disputes Leadership Team and she will be advised of an update.  Thankyou, [redacted]
[redacted]
CorporateCustomer Response TeamNetSpendA TSYS Company

To Whom It May Concern:   Thank you for forwarding Ms. [redacted]’s additional comments to us.   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.   We attempted to reach Ms. [redacted] by phone and email on April 21 and April 24, but unfortunately, we were unable to speak with Ms. [redacted]. Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted] will attempt to reach Ms. [redacted] again on May 1.  We have also requested Ms. [redacted]’s transaction statements to be mailed to her address on file.  She should receive these within 5 business days.   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

Complaint: [redacted]
I am rejecting this response because: when I spoke to the IRS they said they wasnt reviewing my account and that they didnt know what was going on. The IRS told me that once they send the money to me that it is out of their hands and they don't know what Netspend is talking about. I have contacted netspend on many occasions and still nothing has changes but I am still getting lie after lie about what is going on with my money
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They are using the fact that my pin number was used as an excuse for some of the transactions and they are also saying because the card was used at retailers that I had previously shopped at that I made the transactions. I tried to explain to them that my wallet was stolen and the only way they got my pin would have been from trying different numbers that I had listed on a piece of paper. The numbers were birthdays of friends and relatives. So there were several different numbers on this piece of paper and the list said birthdays. I also said as far as the card being used at some of the same retailers maybe it was an employee or a customer who shops at these retailers that stole my wallet not all the transactions were made at places I had been to. Some of the transactions were made while I was at work and I informed them of that. I reported the matter within the time that I was supposed too. I tried calling on December 30 but it was to late at night and they said that their was no one to speak to and call back during normal business hours, so I called as soon as I got off work on the 31st. I do not except there reasons for denying my claim and then to say that I benefited from the transactions was very wrong. They are supposed to have good customer service but basically this letter they sent is making me sound like a thief and not a victim. This is no way to treat a customer of yours. I tried to get them to investigate further but all they said was that well they had your pin number which makes you responsible for the transactions that were made. I did nothing wrong, I know other people who have birthdays listed in their wallets does that make them responsible if someone steals their wallet and money. I lost a lot of money and I am only grateful that my landlord did not kick me out as that was my rent and bill money. I want this claim to be resolved and I want the money that was stolen from me.
Regards,
[redacted]

Friday, March 30, 2018 To Whom It May Concern: Thank you for forwarding the additional comments regarding Mr. [redacted] complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on March 20, 2018 by telephone. We have requested for Mr. [redacted] to forward the additional information regarding his location during the disputed timeframe. This documentation will be reviewed when it is received. 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: 11951904
I am rejecting this response because: That was not my signature & explain this to them. I don't understand how they are going to clear a check without a photo ID 
Regards,
Verna Hollingsworth

Tuesday, April 25, 2017 To Whom It May Concern:Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter concerning Ms. [redacted] Card Account. We reached out to her by telephone and email on April 19, and 25, but unfortunately we have not...

had the opportunity to speak with her. We informed her in an email of the sequence of events and the resolution. Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. 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

Monday, July 24, 2017To Whom It May Concern: Thank you for forwarding Mr. [redacted] 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 Mr. [redacted] dispute claim and complaint that provisional credit was not provided. After review, we’ve determined that his claim was handled correctly.  A check was mailed to Mr. [redacted] address on file, however the funds were returned back to us because the check had expired.  We will mail Mr. [redacted] another check and it should be received within 10 business days. As you requested, we addressed this matter directly with Mr. [redacted] on July 24, 2017 by way of e-mail. We provided him with further insight on the dispute process. Thank you for bringing this matter to our attention. Thank you, [redacted]Customer Experience AnalystNetspend, a TSYS Company

Friday, August 12, 2016To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning NetSpend cards she purchased that should could not use. On August 3, 2016, Ms. [redacted] contacted our Customer Service Department about the cards she purchased the day before....

She was informed that the information on the account did not match the identifying information she provided. We requested for her to send identification documents and proof of purchase of the card. Our Risk Management Team reviewed her documents on August 4, and determined the remaining balance could be sent to Ms. [redacted]. Additionally, our Risk Management Team closed all associated accounts with Ms. [redacted] on August 02, because they identified risk factors associated with the activity/information. These risk factors are not shared with publicly for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend. In response to her communication, we spoke with Ms. [redacted] on August 5, and she informed us that she wanted her check to be mailed to her PO Box address. We confirmed with our Risk Team that her check will be mailed to the requested address and she should receive it within ten business days. Ms. [redacted] also provided information on three other cards she purchased. The person she gave the card numbers to, attempted to activate the cards for use and then requested to have refund checks mailed to them for the remaining funds. We notified our Risk Management Team with additional information regarding funds she loaded onto separate cards. We informed Ms. [redacted] that we will cooperate fully with the authorities if our records are requested by subpoena. We apologize for the service that Ms. [redacted] experienced with our Customer Service Department. We have reported the incident to the management staff of the customer service agent 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 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 a gift card he purchased for his wife.  He is requesting a full refund for the card. The NetSpend packaging that the card comes with has important...

information that notifies the consumer of basic fees that are associated with the card. We also disclose on the front of the card packaging that the NetSpend card is not a gift card.  On January 21, 2016, we spoke with Mr. [redacted] and address his concerns regarding his account. He was not aware of the transaction fees and was concerned about accessing the full balance.   We advised Mr. [redacted] of the account fees and issued a credit in order to access the full amount that was loaded to the card. NetSpend regrets the inconvenience Mr. [redacted] experienced with using our product. 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 information she sent to verify her identity.  She’s requesting a call back from our Risk Management Department and for the account block to be removed.  Our Risk Management Team...

regularly monitors account activity in order to provide a safe and secure product for all of our cardholders. Our Risk Management Team identified risk factors that led to the blocking of an account matching Ms. [redacted] information on April 8, 2015.  She is no longer eligible for NetSpend services and the factors that led to the account closure are kept internal for security reasons.  When Ms. [redacted] was added as a secondary cardholder to a new card / account on January 30, 2016, our system blocked the account.  This new account was closed on February 8th, and the direct deposit was returned to the IRS.  We spoke with Ms. [redacted] on February 15th.  She informed us that the IRS has already sent her an email stating they will send her refund in the form of a check.  She also informed us that she did not have a NetSpend card April 2015.  We suggested she contact the Federal Trade Commission (FTC) at [redacted] or by calling [redacted] since the older account matched her information.  The FTC will provide instructions on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the account block. 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 filed on January 10 and was told by numerous reps that on February 9th I would have my credit in my account. 
Regards,
[redacted]

Friday, February 2, 2018 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 January 26, and February 2, 2018 by telephone. We emailed Mr. [redacted] the details 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 Specialist Netspend 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]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her Card Accounts that were blocked.    On January 19, 2017, Ms. [redacted] contacted our Customer Service Department to report her Card Accounts ending in [redacted] and [redacted]...

lost.  We promptly blocked the cards for the protection of Ms. [redacted] funds and to prevent any unauthorized transactions.  A replacement card was ordered to Ms. [redacted] address on file and should arrive within 10 business days.  Later that same day, Ms. [redacted] contacted us to report that her Card Account was found and requested for the block to be removed.  We informed Ms. [redacted] that for security purposes, we were unable to remove the block.    A member of our Corporate Response Team attempted to contact Ms. [redacted] on January 20, but she was not available at that time.  On January 25, we expedited a new card to Ms. [redacted] and waived the expedited shipping cost.  Ms. [redacted] will receive her card within 1-3 business days.   We apologize that Ms. [redacted] was provided incorrect information while speaking with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with so that they receive appropriate coaching concerning the appropriate block procedures.   Ms. [redacted] has been provided 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]. Mr. [redacted] mentions that his account was blocked due to a merchant refund and that he was not provided the option to send in his purchase receipt. He requests access to the funds that were credited...

to his card. Our Risk Management Department regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Risk factors were identified that led to the blocking of Mr. [redacted]’s account on August 24, 2015. ABC Supply credited his card $5073.96. With no corresponding debit occurring on the account for that amount or greater, our Risk Management Team blocked the account and gave him the option to have the merchant reverse the credit or have ABC Supply send us an indemnity letter. The next day, Mr. [redacted] agreed to send the original purchase receipt for the purchase and we informed him that our Risk Department would review the document in two business days and provide an update. After review, our Risk Department removed the account block on August 27th. NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the block on his account. He has been given my contact information should he have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Monday, November 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On October 20, 2016, an individual identifying themselves as Ms. [redacted] initiated an account-to-account transfer of her 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.  At Ms. [redacted]’ request, we closed her account. On November 4, we concluded our investigation of Ms. [redacted]’ dispute claim with no credit being issued to the account because we did not find an error occurred.  After additional review of the dispute claim, we issued full reimbursement for the disputed transaction back to Ms. [redacted]’ available balance on November 8.  A member of our Corporate Response Team spoke with Ms. [redacted] on November 14, regarding her funds. A refund check for Ms. [redacted]’ available balance will be mailed to the address on file.  She should receive this within 10 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 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 TeamNetSpend A TSYS Company

Friday, January 26, 2018To Whom It May Concern: We appreciate Ms. [redacted]’s additional comments.  We attempted to reach Ms. [redacted] by phone and email on January 26, 2018, but unfortunately, we were unable to speak with her.  A refund check has been mailed to her address on file.  It should be received within 10 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