Realcor Developments Ltd.

Wednesday, October 4, 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 3, 2017 by way of telephone. We informed Ms. [redacted] by email on that same day, 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

Complaint: [redacted]
I am rejecting this response because: I have yet to hear anything from y'all concerning my issue.  Y'all had three different people call me,  all with the same contact number that reaches no one.  I have left messages and call back numbers and still has not talked to anyone.  Those charges did not benefit me and I closed my account so no more of money would be put into an account that is being stolen from.  I want my money back that was taken from and we will take this to court if needed.   
Regards,
[redacted]

Wednesday, February 07, 2018To Whom It May Concern: Thank you for forwarding Ms. [redacted]’ complaint to us.Netspend reviews all incoming ACH debits and deposits to ensure that money is being deposited or withdrawn from the correct Card Account.  If an ACH debit or deposit is received for...

someone that is not listed on the Card Account, we may not be able to accept it.  We attempted to reach Ms. [redacted] by phone and email on February 6 and February 7, 2018, but unfortunately, we were unable to speak with her.  An email was sent to Ms. [redacted] outlining 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 AnalystNetspend, 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 the fees on her 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.    On December 30, 2016, Ms. [redacted] attempted to activate her new Netspend Card Account.  Ms. [redacted]’s identity information could not be automatically verified.  We requested Ms. [redacted] to provide copies of her identification documents to verify her identity in order to approve the Card Account.   Ms. [redacted] chose to have her Card Account set to ‘limited use, which allows the card to be used for in store purchases only.  The default fee plan is a Pay As You Go, if the alternative monthly Fee Advantage plan is not selected.  The Pay As You Go fee plan charges a $1 fee for signature purchases and a $2 fee for purchase using the PIN.    A member of our Corporate Response Team spoke with Ms. [redacted] on January 20, 2017 and explained our fee plans.  As a courtesy, we refunded the fees she was charged to use her Card Account.  Ms. [redacted] requested to close her card account and have a refund check for the remaining balance mailed to the address on file.  We advised the refund check will take 10 business days to arrive.    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 Team Netspend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: They illegaly closed my account on 7/11  same day I file the complaint  which they are not releasing a valid reason for closing my account. Also they keep emailing messages to my secure inbox which they block acess to me. The close my account supposely on the 11th I had no acess to my cash but the kept the money in my account for 4 additional days. They would email my balance daily but I couldnt withdrawal it. Also the incovicence me my check was suppose to be direct deposit and had to find other means to get paid.  There no supicious activity on my account I assure you they just cancel me due to filling a case for unathorized charges. They cancel me without a valud reason n kept my money 4 days extra when they said they had sent my refund it was all a lie. My refund was not sent on the 11th when my money was still in my account 4 days after. The claim I submited for the watch I turn into them and they didnt even bother replying for weeks by that time they said no I couldnt return with the merchant. I still believe they should pay that claim for illegally holding my money . They deny me acess to my money and emails said they had closed and sent a refund yet til today no money or refund check.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by Carolyn Firestone concerning a block on her account. During routine monitoring, we placed a temporary block on Ms. Firestone’s account, on May 8, 2016, because we detected suspicious transaction activity on her...

card.  We blocked Ms. Firestone’s card for the protection of her funds.On May 9th, Ms. Firestone contacted us and confirmed that the transaction was unauthorized. We ordered her a replacement card to be mailed to her address on file. Upon receipt of her complaint, we have attempted to contact Ms. Firestone, but have not been able to speak with her. Our records show Ms. Firestone received and activated her card on May 13.  Ms.Firestone has our contact information should she have any additional questions or concerns.Thank you,Brian RuddCorporate 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 December 26, 2016, Mr. [redacted] contacted us to report unauthorized transactions that occurred on his card account.  We immediately...

blocked his card to prevent further unauthorized use. We promptly opened a dispute claim and began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.    A member of our Corporate Response Team attempted to contact Mr. [redacted] on December 28, to explain the dispute process, but we were unable to speak with him.  That same day, we concluded our investigation and issued full reimbursement for the amount of the disputed transactions.    Mr. [redacted] has been provided with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Thursday, September 21, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. Please note that Netspend is not associated with the individuals or companies who offered the promotion that Mr. [redacted] describes in his complaint, nor does Netspend...

offer gift cards.  We attempted to reach Mr. [redacted] on September 21, 2017 by telephone, but unfortunately, we were unable to speak with him. The email we sent on September 21, outlined our actions to resolve his complaint.  Mr. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].   Should Mr. [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist him 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

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.
Brian Rudd was very helpful and expedient with our issue; I will contact him if there are any other issues. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she filed her taxes but never received the NetSpend card. The card she did not receive was used to withdraw the money at ATM’s and purchase money orders. She wants a refund of...

the money that she never had an opportunity to spend. On May 8, 2015, Ms. [redacted] called NetSpend to dispute transactions that occurred on the card in her name. She told us that the tax preparer stole the card and completed the transactions. After our initial investigation of ten business days, May 22nd, we closed the disputes claim with no error found. We recommended Ms. [redacted] submit a claim with the IRS at www.irs.gov, or call ###-###-####, to attempt to recover her funds. NetSpend regrets the inconvenience Ms. [redacted] experienced as a result of the identity theft. We suggested that she also report the incident to the FTC (Federal Trade Commission) at www.ftc.gov/idtheft, or call ###-###-####. Ms. [redacted] has been given our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

I am not asking for $150 for my troubles that netspend has cause not only during this dispute, but also during my entire account life with netspend. There has always been some type of problem I have had to deal with. From being lied to about savings account issues to being lied to directly from billy from netspend saying that their website says "unauthorized transactions ONLY" get provisional credit, yet there is no place on their site that says "unauthorized transactions ONLY". Their website DOES speak about unauthorized transactions and provisional redits, but it does not state anywhere in terms that other types of disputes WILL NOT get provisional credit. Creating a confusing and complicated process which should be very easy to deal with.Beyond that, during this dispute, they NEVER updated me on the status of the claim like is stated in their terms. They are willing lying and saying they did send updates.I will NOT be sending netspend ANY information about ANYTHING until I have the funds in my account ($150) and odes NOT include the disputed amount. This is NOT a provisional credit.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim on her Netspend ACE Elite account. NetSpend’s disputes process is in accordance with Federal Reserve’s Regulation E guidelines. Per these guidelines, the disputes claim...

timeframe for an initial claim review on new accounts (and provisional credit eligibility), can take up to 20 business days. An account is considered new when a disputes claim is initiated within 30 days from the first cash or deposit load occurs on an account. Ms. [redacted] opened her Netspend account at an ACE store location on September 28, 2016. Ms. [redacted] proceeded to make multiple cash loads onto her card between September 28 and October 18. On October 21, 2016, Ms. [redacted] reported unauthorized transactions totaling $530.30 that posted to her account. We immediately blocked her card to prevent any additional unauthorized use.  We promptly opened a dispute claim and began our investigation.  We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E for a new account.On October 31, we received and posted Ms. [redacted] only direct deposit received from the US TREASURY, totaling $905.00.November 21, we concluded our investigation by fully reimbursing Ms. [redacted] for her dispute claim.Additionally, our Risk Management Team closed Ms. [redacted] account on November 21, due to risk factors that were identified while investigating her claim. These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.A member of our Corporate Response Team spoke with Ms. [redacted] on November 23, to discuss the results of her dispute claim. We confirmed that we reimbursed her account and Ms. [redacted] did not mention wanting to dispute any further transactions. We are mailing Ms. [redacted] a check for her remaining funds to the address on file. Ms. [redacted] should receive this check within 10 business days.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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he requested his funds from a recent card he purchased. He wants his money sent to him in a check. On May 19, 2015, we attempted to contact Mr. [redacted] about his refund...

check. We left a message with his mother and we sent him an email. In order to update his address and send him a check, we will need to speak with him to confirm security. We await his return cal so we can assist with sending his funds. NetSpend regrets the inconvenience Mr. [redacted] experienced while waiting on his check. He has been given my 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:Each time that I have called into Netspend, they have told me that I would be receiving a check in the mail for my balance. I still have not received anything. I am not understanding how funds can be held on a prepaid card. The Netspend customer service is horrible. Each time I call I'm told that my money will come within 20 days! Where is it??
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his replacement card. On April 13, 2016, Mr. [redacted] contacted us to reactivate his account. Our Customer Service Department updated his address, but an apartment number was not provided for the...

new card order. Mr. [redacted] contacted us on April 27 to report that his card was not received. We updated the apartment number for his address and expedited a new card. We spoke with Mr. [redacted] on April 27, and confirmed his card delivery timeframe. We apologized for the poor service he experienced with our Customer Service Department. We have reported these incidents to the management of the Customer Service representatives he spoke with. Mr. [redacted] has been provided 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 her account access. On May 28, 2016, Ms. [redacted] contacted us to dispute three unauthorized transactions that occurred on her account. We blocked the compromised card, but could not...

order her a replacement card because the type of account has been discontinued. We immediately opened her dispute claim and began our investigation. Our investigation concluded on June 13 and full reimbursement for the disputed transactions was issued to Ms. [redacted] account. On June 27, we spoke with Ms. [redacted] and attempted to transfer her to our Fraud Department. Later that day, our Fraud Department assisted Ms. [redacted] in accessing her funds through an over-the-counter withdraw at a local bank. We have closed Ms. [redacted] account per her request. 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 agent 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he sent in a disputes letter to NetSpend concerning unauthorized transactions that initiated on his account. He wants a credit for the disputed transactions. On September 2, 2015,...

Mr. [redacted] called our customer service to report that his card was compromised. Our customer service disputed the unauthorized transactions for Mr. [redacted], and informed him that his disputes claim would be updated within ten business days, September 17th. On the tenth business day, we credited Mr. [redacted]’ account for the disputed amount, and closed his disputes claim. We’ve confirmed with Mr. [redacted] that his concerns were resolved via e-mail. NetSpend understands that the disputes process is lengthy. We appreciate Mr. [redacted]’ patience as we worked to retrieve his funds. 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 her dispute claim.  On July 8, 2016, Ms. [redacted] disputed a transaction through her online account center that posted to her account on March 22.  We immediately opened a dispute...

claim and began our investigation.  On the same day Ms. [redacted] contacted our Customer Service Department to follow up on the claim and we informed her of the investigation timeframes afforded under Regulation E.  We concluded our investigation on July 22, with no credit being issued to Ms. [redacted]’s account due to her filing the dispute claim outside of the normal timeframe. Per our terms and conditions, a cardholder must report a transaction they want to dispute within 60 calendar days of electronically accessing their account as the transaction would have reflected in the transaction history during this time or no later than 120 days per the Safe Harbor Ruling.  Our records indicate that Ms. [redacted] accessed her account, but did not contact us to open a claim until passed the normal timeframe. Our Corporate Response Team spoke with Ms. [redacted] on July 22 to discuss her claim.  Ms. [redacted] advised that she did not report the transaction within timeframe because she attempted to resolve the issue with the merchant first. We confirmed with Ms. [redacted] that the transaction is out of timeframe to dispute.Ms. [redacted] also expressed that she did not receive a positive experience with our customer service when she originally contacted us to open a dispute claim. We apologize for the poor 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] Serna concerning the inconvenience she experienced with having her boyfriend’s deposit put on her NetSpend account. NetSpend receives deposits to our cardholder’s account via ACH (Automated Clearing...

House).  We require the name on the deposit to match a cardholder’s name listed on the account. Ms. [redacted] added her boyfriend to her NetSpend account on March 12, 2016, so that the deposits in his name would be accepted to the account.  Our system automatically blocked the account due to a previous negative balance left on an account in his name.  A member of our Corporate Customer Response Team assisted Ms. [redacted] on March 30th, to post the deposit to her account.  New card orders for her and her boyfriend were expedited to her address.  We spoke with Ms. [redacted] on March 31st and addressed her concerns.  We transferred some of her funds to the account where she has an active card.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the blocking of her account. We have provided her our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company