Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Card Account her son, received 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 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 December 24, 2016, Ms. [redacted] contacted our Customer Service Department and attempted to activate her son’s new NetSpend Card Account.  We were unable to automatically verify his identity.  We informed Ms. [redacted] that she would need to be the primary account holder for the account, as we are unable to approve accounts for any person under the age of 18 and requested her to send documentation.    On April 7, 2017 Ms. [redacted] and her son contacted us and the Card Account was set to “Limited Use”.  The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only.  Our records show a successful in store purchase completed the same day.   A member from our Corporate Office reached out to Ms. [redacted] on April 11, 2017, and explained why we requested documentation.  Ms. [redacted] requested that the account be closed and a refund check for the remaining balance.  As a courtesy, we waived the account maintenance and transaction fees.  Ms. [redacted] will receive a refund check in the mail within 10 business days.    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 Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Senior Customer Experience Analyst 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.
This is in regards to the complaint above. Netspend has agreed and delivered everything I had requested. The debit  card issue is resolved and they have covered any late charges that had occurred during that time. Thank you for your help, or it wouldn't had been resolved.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized transactions on his account.  On March 6, 2016, Mr. [redacted] contacted us to dispute unauthorized transactions that occurred in 2011.  We advised Mr. [redacted] to...

send a letter of dispute detailing why he feels an error was made.We concluded our investigation on April 20 and no credits were issued because we were unable to identify that an error occurred. We have reason to believe that the transactions were authorized and that either Mr. [redacted] or the primary cardholder benefited from the transactions.  On May 20, our Risk Management Team closed Mr. [redacted] account because they identified risk factors associated with his activity/information.  These risk factors are not shared publicly for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend.Upon receiving Mr. [redacted] complaint, we reached out to him on May 12 to discuss his dispute.  Mr. [redacted] advised that he was incarcerated during the time of the unauthorized transactions and we requested to send copies of his incarceration documents. Our Disputes Team reviewed the documents and determined there was no error found.  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

Yes, my money was returned and we have closed our account as a result.  if I had not contacted the Revdex.com this would not have been resolved yet.  You can close out my complaint.  Thank you [redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit she is expecting.  On March 16th, I spoke with Ms. [redacted] to address her concerns. Netspend has not received her deposit in question at this time.  I provided Ms. [redacted]...

with my email address so that she can send the trace number for her deposit to, if she can obtain it. Should I receive the tracer number from Ms. [redacted], I will forward it for further research to see if we can locate her funds. We regret any inconvenience that Ms. [redacted] experienced while waiting on her direct deposit.  She has been given 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: cricket took my phone back to file a refund claim I am out of the 847 and the phone and with no refund from them so you tell me what is wrong here I returned the phone and have not recieved a refund  
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a Netspend Prepaid MasterCard she received in the mail.   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 from our Corporate Office spoke to Ms. [redacted] on March 10, 2017 to discuss the card offer she received.  We permanently blocked the card offer and have also removed Ms. [redacted] name and address from our mailing list and she should not receive any future offers from any Netspend managed programs.  Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained.  We will provide this information to Ms. [redacted] as soon as it received.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he was referred by a friend to get a PayPal card, but he did not receive the bonus. He wants both of them to get the promised bonus of $5 each. A bonus of $5 is awarded to...

PayPal cardholders who refer a friend to sign up for a card, activate the card, and load at least $10 to the card. The PayPal cardholder may receive unlimited number of Refer-A-Friend bonus rewards while the program is available. No rewards will be credited to either party if the referred individual had a PayPal Prepaid card or any other NetSpend Prepaid card that was used for a value load, purchase, cash withdrawal, or incurred a Balance Inquiry Fee at any time during the 180 calendar days before the day the $10 load requirement is fully met. Mr. [redacted] has another active NetSpend card and he has never loaded $10 to the PayPal card, so he is ineligible for the Refer-A-Friend bonus. NetSpend regrets any misunderstanding that Mr. [redacted] has concerning the Refer-A-Friend Program. 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

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 two unauthorized charges on his account from LYFT for $15.00 and $8.96. We...

immediately blocked the card to prevent additional unauthorized transactions and ordered him a replacement card. We informed Mr. [redacted] that the transactions were still pending and that we needed the transactions to post in order to assist him with a dispute claim. A member of our Corporate Response Team spoke with Mr. [redacted] on November 30, and we opened a dispute claim for the two unauthorized transactions that were collected by the merchant. We immediately began our investigation and explained the timeframe afforded under Regulation E. On December 01, 2016, we concluded our investigation of the claim and provided Mr. [redacted] with a full reimbursement of the disputed transactions. The results of our investigation were sent to Mr. [redacted]. 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

Complaint: [redacted]
I am rejecting this response because: I like information  where I can dispute   lies and false accusations of any wrong doing on my behalf. If you say I did something  prove it  say it. I shouldn't  be denied access or banned when  i didn't do anything.  If any thing your company  owes me  i was the one out of money and then not only do people steal money from me you then close my account  out of  no where after 6 years . I will not let you attack my dignity like that. I'm an honest and moral person I will not stand anyone accuse me of any wrong doing and hide behind  a secret policy and by your own security  say what I did. You  can't say  it because  i haven't done anything.  I don't appreciate being banned or accuse of anthing. I feel your company has gone out your way to single me out. I will have to look into what other  recourse I have because  being accused of something that not true shouldn't be allowed. I need to clear my name and address this issue.   
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claim. On April 26, 2016, Ms. [redacted] contacted us to open a disputes claim against four unauthorized transactions that posted on her account. The card was immediately blocked...

and we ordered a replacement. We promptly opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E. On May 10, our Disputes Department concluded the initial investigation of Ms. [redacted] claim and requested her to provide a letter explaining why she feels an error was made on the charges. Upon receiving her complaint, we spoke with Ms. [redacted] on June 2 to discuss her claim. She provided the original email she sent to us on May 26, but it had no explanation of why she felt the transactions were in error. Ms. [redacted] provided an email with additional information and it was forwarded to our Disputes Department. We advised Ms. [redacted] that an update on her disputes claim will be available on June 10. 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]. Ms. [redacted] states that the ATM did not dispense her cash, and she was informed by our customer service that she has to wait 10 business days. She‘s requesting the funds to be reimbursed to her.. ...

On July 15, 2015, Ms. [redacted] called to dispute an ATM transaction for $202.50 as a result of the funds not dispensing. We informed her that her disputes claim would receive an initial update within ten business days, July 29th. If her disputes claim is ongoing on the tenth business day, our Disputes Department will determine if Ms. [redacted] is eligible for provisional (temporary) until the claim is resolved. We apologize for any rude delivery of the information about this process. We will further research this matter, and will take the appropriate actions if necessary. NetSpend understands that the disputes process is lengthy. We appreciate Ms. [redacted]’s patience as we attempt to retrieve her funds. We have provided Ms. [redacted] our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, December 22, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s additional comments regarding complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on December 22, 2017 by way of telephone. We informed Mr. [redacted] by email of our actions to resolve his complaint. His dispute claim is being handled in accordance with the Regulation E Guidelines and the Netspend cardholder agreement that customers receive when opening an account. Mr. [redacted] was provided his correct dispute claim timeframe. 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 maintenance fees on a Netspend Card Account.   The card Ms. [redacted] purchased is a reloadable, prepaid debit card. This type of product is intended for individuals who wish to...

have access to an electronic form of payment, but would like an alternative to a traditional bank account. The most common fees for using the card and for maintaining the account, including account maintenance fees, are fully disclosed in the cardholder agreement and are visible to consumers prior to activation. The product comes with a variety of fee plans in order to meet the diverse needs of our consumers.   On August 19, 2015, the temporary card Ms. [redacted] purchased at a retail store was loaded with $200.00.  The temporary card expired on January 17, 2016.  In accordance with the terms and conditions of the Card Account, a $5.95 maintenance fee is charged monthly after 90 days of inactivity.  This fee reduced the $200 card balance to $98.95 on March 22, 2017.  Ms. [redacted] attempted to activate the Card Account the same day and was informed of the balance.    A member of our Corporate Office spoke with Ms. [redacted] on March 22, 2017, and explained the options for gaining access to her funds. We reimbursed all the maintenance fees charged and restored the card balance to the original amount. We confirmed her address and requested a check be sent to the address on file.  Ms. [redacted] should receive the check within ten business days.    We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter.    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 a card he did not receive and the fee for an expedited replacement card.  He’s requesting the fee to be credited back to his account.   On January 26, 2016, Mr. [redacted] ordered...

a new NetSpend card while processing his tax refund through Turbo Tax.  He contacted us on February 10th, after his income tax refund posted to his account, to inform us that he did not receive his card.  Customer Service requested a card to be expedited to him for a fee of $25.00.  On February 17th, we spoke with Mr. [redacted] to address his full concerns including the reimbursement of the expedited card fee. NetSpend regrets any inconvenience that Ms. [redacted] experienced with receiving the card to her address. 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]. He stated that his account was closed because he was not able to provide documentation to confirm the address on file to his account. He’s requesting his funds be returned to him immediately. We...

spoke with Mr. [redacted] and provided him the status of his tax refund. We will continue to research the status of his refund check, and will provide Mr. [redacted] with an update once it’s available.We sincerely apologize for the inconvenience that Mr. [redacted] has experienced. He has my contact information should he have additional questions.  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 activation of his card account.   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.    On September 8, 2016, Mr. [redacted] purchased a new card account at Wal-Mart and loaded $45.00. The same day, Mr. [redacted] attempted to activate his new NetSpend Card Account.  Mr. [redacted] identity information could not be automatically verified.  We requested Mr. [redacted] to provide copies of his identification documents to verify his identity in order to approve the Card Account.   A member of our Corporate Response Team attempted to contact Mr. [redacted] on January 27, 2017 to discuss his Card Account, but we have not had the opportunity to speak with him. Per Mr. [redacted] request, we have closed his account.  As a courtesy, we have refunded the purchase price of the card and the account maintenance fees.  A refund check for the remaining balance will be mailed to Mr. [redacted].  To ensure we have the correct address on file we requested Mr. [redacted] to contact us. If we are not able to confirm the address, the refund check will be mailed to the address provided for the card account, as it is different from the address provided to your office. He should receive the check in 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

Complaint: [redacted]
I am rejecting this response because:
The procedures for a dispute are not very effective.  My initial contact was the evening of the day of the unauthorized transactions.  When I phoned them it was late evening.  I am not exactly sure why I was put on hold, but no one ever came back on the line. So I ended the call and called the next morning.  I sent an email at 1:04 PM and asked they cease all pending transactions and return my money to my account.  At 1:14 PM a response to my email was "Dispute Claim - More Information Requested"  Stating they received my dispute notification regarding poosible errors made with my Netspend prepaid debit card. But need more information from me.  Along with a police report number.  I sent all the requested information on Sept 1st at 1:16 PM.  On Sept 5,2016 I received an email "DISPUTE CLAIM CONFORMATION" Stating that within 10 business days they would attemp to complete the investigation. And if they need more time they have up to 45 days.  And if I wish to be eligible for provisional funds credited to my account that I needed to send written notice of my dispute within the next business days. Including all the transactions name and account number.  And to send additional information that I may think is helpful to the investigation. First of all I gave them notice the actual day the unauthorized transactions took place and written notice the following day fo all the transactions and the amounts, time and date they occurred.  I was told that they could not stop payment on these transactions because they were already authorized by the merchant and that I had to wait for them to clear. Then call back to tell them and they could dispute them.  When 2 of the transactions cleared I called and let them know.  Then come to find out they only disputed those two, I guess because I didn't call when the other two cleared.  Then there were 2 of those transactions that never did clear and they just removed them, from my account.  My problem is that I gave notice to them immediately and gave them written notice of all unauthorized transactions and dates, amounts and times.  Then got an email thinking that the dispute was initiated. Come to fine out that not until the 5th when I let them know there were 2 transactions that cleared out of the 6, did they actually start the dispute.  Now by this time it has been 6 days since the initial unauthorized transactions took place.  And that I had to wait 10 Business days from the 5th to possibly get provisional credit for the transactions.  The morning of the 19Th, the 10th business day, I was told that I needed to call back at 5pm for the results of the investigation, that I had to give them until 5pm to give me any information and maybe get credit to my account.  I now had been without my only source of income for 25 days.  Throughout this time when I would call to find out any information on the results of the investigation, all I was was told is I had to wait 10 business days.  It states in their first correspondence with me, that WITHIN 10 business days, they need to tell me something and give me provisional credit.  When I would ask to speak to a manager, I would be rerouted and it would take me to the opening recording of a phone inquiry. To me just means they hung up on me.  I was never able to talk to anyone in the dispute dept. about my claim and when I would send an email to the dispute dept the response appeared to be a pre-typed response. And would ask me to send them the same information that I already sent.  And I dont understand why the 2 unauthorized transactions that never cleared were just removed from my account.  When these both were for $.10 and looked as if they were a test run to see if the other transactions would be approved.  I fell that because they wouldnt stop payment that they allowed someone to rob me. And that as a paying customer I had to suffer without any money while they took no actions to do anything about these unauthorized transactions.  As a paying customer, that does what is required to inform of unauthorized use, that I as a paying customer has to call them back when an unauthorized transaction has cleared.  And I didn't mention that my card was always in my possession and I gave no one authority to use it.  There are other problems that I have encountered due to diligently looking into all the correspondences from Netspend.  That I feel cannot even discuss with someone who is relevantly at disposal to speak with.  
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning email messages she is receiving. Upon receiving her complaint, we reached out to Ms. [redacted] on June 13, but unfortunately, we did not have the opportunity to speak with her. The email that she...

provided has been removed from our cardholder’s account. We apologize for the error in the spelling of the first name in the email. When she returns our call we will verify the email messages have ceased. 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

Wednesday, November 16, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her account closure and remaining funds.On October 25, Ms. [redacted] contacted us to activate her NetSpend Card.  Our system was unable to automatically...

verify her identity and we requested Ms. [redacted] to send us her identity documents in order for us to fully approve her account. We received Ms. [redacted] documents on October 26 and approved her account.   Later that day, we received a direct deposit from Lone Star College and posted it to Ms. [redacted] available balance.After further review of the documents Ms. [redacted] provided to verify her identity, we determined that they were not authentic, resulting in the closure of Ms. [redacted] account on October 27.  We are no longer able to offer Ms. [redacted] services managed by NetSpend. Due to the nature of the account closure we requested a Letter of Indemnity, from the sender of the deposit, because they were the originator of the remaining funds on the account.A member of our Corporate Response Team spoke with Ms. [redacted] on November 16, regarding the status of her funds. We confirmed that we will need to receive a Letter of Indemnity from Lone Star College in order to send the funds back to them via check by mail. We provided Ms. [redacted] with the address they can send the documents to.We apologize for the misinformation Ms. [redacted] received from 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