Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized charge on her account. Ms. [redacted] mentions that she did not receive assistance from our customer service. She is requesting a refund and to block all of her cards. On October...

11th, 2015, we reached out to Ms. [redacted] by telephone and email. In order to assist with the unauthorized charge and a replacement card order, we require additional information. We have yet to speak with Ms. [redacted], but we look forward to assisting her with her concerns. NetSpend regrets the inconvenience that Ms. [redacted] experienced with our customer service and unauthorized transaction. She has been provided with 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 direct deposit. On October 17, 2016, Ms. [redacted] ordered a Netspend card from our website. The card is typically delivered within 7-10 business days. We received notice of a direct...

deposit onto Ms. [redacted] Card Account on October 26, with a settlement date of October 27. Because the card that we mailed her had not been activated we placed a temporary hold on her deposit until we could verify her identification information. Ms. [redacted] contacted our Customer Service Department on October 27, and we obtained enough information to complete the initial process of verifying her identity. However, in order to post the pending direct deposit onto an unactivated account, we needed Ms. [redacted] to verify additional security questions. Ms. [redacted] was unable to successfully answer the additional security questions, so we requested copies of her identification documents to prevent the deposit from being returned to the originator on the settlement date of October 27, by 5:00PM (CST). We received Ms. [redacted] identification documents on October 27, and were able to post her direct deposit onto her Card Account.A member of our Corporate Response Team spoke with Ms. [redacted] on October 27, regarding her deposit and card. We informed Ms. [redacted] that that her direct deposit had been posted and that her card should arrive by by October 31. Our records show that Ms. [redacted] was able to activate her card on October 28 and access her funds that same day.We apologize for the misinformation Ms. [redacted] received from our Customer Service Department regarding the return of her direct deposit. 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

Complaint: [redacted]
I am rejecting this response because:They are stating that I'm able to access my balance but the balance is zero. Again, My card should not be able to be charged especially when it is already in the negative. The point of a pretty paid card is to avoid having a negative balance. I have spoken to customer service and explained thia issue countless times. Also, they continue to give me conflicting answers. I was told that I would receive a check for the balance in the new card but instead it was transferred to a card with a negative balance. Also, my card was charged again on yesterday when its already in the negative. This has been a headache and not only will my funds not be returned but they will also continue to let the negative balance grow. This is definitely bad business. 
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On July 15, 2016, Ms. [redacted] contacted us to report unauthorized transactions that occurred on her account on July 5.  We...

immediately blocked her card to prevent additional unauthorized charges and ordered a replacement.  She also mentioned there was a second amount pending that she did not authorize.  We determined that Ms. [redacted]’s account was eligible to have the pending amount released back into her available balance.  We also explained to Ms. [redacted] that the release was not a stop payment and she would need to file a dispute if the merchant collected on the transaction.  The merchant collected the authorization for the transaction on July 16.  We promptly opened a disputes claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.     In response to this communication, we reached out to Ms. [redacted] on July 25, but unfortunately, we have not had the opportunity to speak with her.  We issued a provisional credit to her account on July 26.  Her dispute claim is scheduled to be finalized on August 29.  We will provide Ms. [redacted] the results of the investigation within 3 business days of the deadline date.   We understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product.    [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] concerning her disputes claims.  On May 11, 2016, Ms. [redacted] contacted us to dispute an ACH debit transaction.  We immediately opened a dispute claim and began our investigation. On May 19, Ms....

[redacted] contacted us to dispute another transaction from the same merchant.  We concluded our investigation of both transactions as no error found and no credit being issued. On May 19, Ms. [redacted] contacted us requesting further review of her dispute claims.  After a reinvestigation, we reimbursed the disputed transactions back to the 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] regarding a disputes claim on his NetSpend Prepaid Debit Card.  On February 10, 2016, Mr. [redacted] called Customer Service to dispute several transactions.  We informed him that our Disputes...

Department will update his claim within ten business days on February 25th.  On the tenth business day, our Disputes Department concluded their review of his claim with no error found on the transactions, and no credit issued.  A letter about the disputes final determination was sent by a secure message to Mr. [redacted]’s online account.  We spoke with Mr. [redacted] on March 4th and addressed his concerns.  We recommended for him to file a police report so that the authorities can prosecute the responsible individual.  We apologize for the inconvenience that Mr. [redacted] went through while waiting for his disputes claim to be resolved.  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] Fuller concerning her direct deposit.   NetSpend receives deposits to our cardholder’s account via ACH (Automated Clearing House).  Our policy requires that the name on the deposit match a...

cardholder’s name listed on the account.  On October 7, 2016 Ms. [redacted] received a direct deposit on her account in her maiden name.  The deposit was placed on hold and a restriction was placed on her account. When Ms. [redacted] contacted us we removed the restriction from her account asked that she provide documentation showing her name change ,in order to post the direct deposit onto her account.   In response to her communication, we spoke with Ms. [redacted] on October 10.  She was able to provide the required documentation and the direct deposit was posted to her account.  We also reimbursed her the fees that she was previously charged.    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] 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 that initiated
on the account where he is the secondary cardholder. He’s requesting for the
account to be unblocked so that he can gain access to the funds on the...

account.   Our Fraud Prevention Team regularly
monitors account activity in order to provide a safe and secure product for all
of our cardholders. On October 30, 2015, a systemic block was placed on Mr.
[redacted]’s’ account after Firestone credited his card $1640.00. 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 VISA processing rules.  The
merchant can also reverse the credit and issue the funds to Mr. [redacted] by
another method of reimbursement.  A third
option would be for the merchant to send a Letter of Indemnity to NetSpend so
that the funds can be returned to the originator. The originator would then
apply the credit by other means. We have yet to receive acceptable documents to
remove the account block or return the funds to the merchant.  On November 9th, we reached
out to Mr. [redacted] concerning the account block.  Unfortunately we have not had the opportunity to speak with him, but
will assist with his concerns once he returns our call.  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

Thursday, January 11, 2018 To Whom It May Concern: Thank you for forwarding Mrs. [redacted]’s complaint [redacted] to us. We attempted to reach Mrs. [redacted] by telephone on January 10, and 11, 2018, but unfortunately, we were unable to speak with her. The email we sent to Mrs. [redacted] outlined our...

actions to resolve her complaint. When she responds we will be able locate her grand-daughter’s card and assist with accessing the funds. Thank you for bringing this matter to our attention. 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]. Ms. [redacted] states that she was asked to send documents to activate her card. She wants her money refunded. 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 May 29, 2015, Ms. [redacted] provided information while attempting to activate her card, but it could not be verified automatically. We requested identity documentation so we could fully activate her card. The documents received were not acceptable to fully activate the card. The next day, May 30th, our Risk Department closed her account and requested the funds to be mailed to her in a check. Her information was reviewed again and verified on June 1, 2015. That day her card was activated for use. NetSpend regrets the inconvenience that Ms. [redacted] experienced while trying to activate the card. She has been given my contact information should she have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: I am still waiting for Netspend to reopen the 795$ claim. The Western Union Account. They have been kind enough to retrieve about half of the funds though and that is greatly appreciated.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I have been telling these people since March that someone has stolen my card. I did turn to the police but it has been discarded due to not much evidence. They weren't able to get a good description of the guy. And as the dispute guy had brought up they wouldn't have known the balance when there was indeed a balance inquiry on the transactions. He swears it's not that easy to find get a pin from a card. I did my own research and it's really not that hard to steal a pin number as I have been telling them. There's even phone applications to steal card pins. I honestly feel like they are trying to do what that guy did and rob me as well.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the Refer-A-Friend bonus that she did not receive. She’s requesting to receive the $20 Refer-A-Friend bonus.  On February 23, 2016, we reviewed Ms. [redacted] account and credited the...

Refer-A-Friend bonus of $20.  We reached out to her by telephone and email, but unfortunately, have not had the opportunity to speak with her.  We will assist her when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting for 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

Revdex.com:I am currently waiting to make sure the refund check promised by NetSpend is actually received.  We were told it would be within 10 days, so if possible, please hold this complaint open until we can confirm receipt of the promised check.  That promise for refund was made on September 26, 2016.If this refund check is received, I will be satisfied with the response of the business in reference to complaint ID [redacted], and will find that that resolution is satisfactory.  At this point we are still waiting for the check, so until then, I am not totally satisfied with the resolution at this exact time.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she did not receive a deposit for $564.00 on March 3, 2015. She wants the deposit, a $200 credit for aggravation, and an apology. On June 19, 2015, we called Ms. [redacted] and...

sent her an email. The first deposit from Social Security Administration for $564.00 posted to Ms. [redacted]’s NetSpend account on February 26, 2015. This was the deposit for March 3rd. NetSpend posts the Automated Clearing House (ACH) deposits when we receive them from the sender. We instructed Ms. [redacted] to review the transactions at the online account center. NetSpend regrets any inconvenience Ms. [redacted] experienced as a result of the early posting of her deposit. 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 Ms. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on October 27, 2017 by way of telephone. The email correspondence we sent on November 3, 2017 outlined 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]. [redacted]Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a card account her son purchased.   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 Account package and is visible to consumers prior to purchase.  Our package also informs the buyer that the person activating the card must be at least 18 years of age and that this is not a gift card.    On March 21, 2017, Ms. [redacted] son, contacted us to activate the card account and provided us with his identity information including a date of birth.  We were unable to complete the identity verification process using the information he provided and placed a temporary restriction on the Card Account.  As a result, we asked for documentation from Mr. [redacted] parent, [redacted] Heilman, in order to be named as the Primary Cardholder.  We received documentation from both Ms. [redacted] and her son on March 23 and the card account was verified.  A secondary card was ordered to be mailed to the address on file.   A member of our Corporate Office reached out to Ms. [redacted] to discuss her son’s card account.  We corresponded via email with Ms. [redacted] and informed her the account has been approved.  Our records show Ms. [redacted] was able to access the funds on the card account and the secondary card was cancelled per her request.  As a courtesy, we refunded the $9.95 card order fee.   We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter.      [redacted] Customer Experience Analyst Netspend, a TSYS Company

Friday, September 30, 2016To 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 about her dispute claim.  Ms. [redacted] contacted us on August 31, 2016, to report six unauthorized pending transactions that appeared on her account.  The transactions had not posted to the account so they could not be disputed at that time.  On September 5, we opened claim 2925555 for two of the original pending transactions because they posted to her account.  Two of the pending transactions from AppleOnlineStore were never collected so they were released back into Ms. [redacted]’s available balance on September 7.  On September 19, we opened dispute claim 2948121 for the two unauthorized transactions that were not included in the first claim.  A provisional credit for the disputed transactions in claims 2948121 and 2925555 was applied to Ms. [redacted]’s account on the same day.  Our investigation of Ms. [redacted]’s dispute claim 2925555 continues and it is scheduled to be finalized on October 20.  Dispute claim 2948121 is also scheduled to be finalized on November 3.   The results of the investigations will be sent to Ms. [redacted] in writing within 3 business days of completing our investigations.    A member of our Corporate Response Team spoke with Ms. [redacted] on September 29, and explained the dispute process.  We appreciate Ms. [redacted]’s patience as we investigate her dispute claims.  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 Visa card he 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.  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. The card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing.   On August 26, 2016, Mr. [redacted] purchased a Netspend card with $100.00 loaded on it. Mr. [redacted] contacted us on August 31 to activate his card, but he did not want to provide his identity information.   In response to his communciation, we reached out to Mr. [redacted] on September 6, and we will mail him a check for the account balance to the address he provided.  Mr. [redacted] should receive this check within 10 business days.   We have provided Mr. [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 unauthorized charges on her Card Account.   Ms. [redacted] began receiving her Social Security direct deposit on her Card Account on February 20, 2015.  Ms. [redacted] contacted...

our Customer Service Department on March 19, 2015 to report an unauthorized transaction that posted to her Card Account.  Our agent immediately blocked the card ending to prevent any further unauthorized use and a replacement card was ordered.  We opened dispute claim [redacted].  Our records indicate Ms. [redacted] has opened four dispute claims during the life of her Card Account.    On April 07, 2017, Ms. [redacted] opened dispute claim [redacted] and we informed her of the dispute timeframe afforded under Regulation E.  We also blocked her card account ending in [redacted] to prevent further unauthorized activity.  A replacement card was also ordered. Our records show that Ms. [redacted] received and activated her new card on April 14. We completed our investigation on April 21, and provided full reimbursement for the disputed transaction.   A member of our Corporate Office reached out to Ms. [redacted] on April 20, by way of telephone and email.  We advised Ms. [redacted] through email, that her card was blocked due to the report of the unauthorized activity.    We re-reviewed dispute claim [redacted] that Ms. [redacted] reported on January 18, 2017.  On April 26, we provided reimbursement to Ms. [redacted]’s card account for $64.94. No credit was issued for the remaining transaction as did not find an error occurred.  A letter detailing our investigation will be mailed to Ms. [redacted]’s address on file and should be received within 5-7 business days.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Customer Experience Analyst NetSpend, a TSYS Company