Realcor Developments Ltd.

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]

Thursday, September 21, 2017To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. 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.In response to this communication, we permanently blocked the card offer on September 20, 2017.  We have also removed Mr. [redacted]’s name and address from our mailing list and he 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 attempted to reach Mr. [redacted] by phone and email on September 20, but unfortunately, we were unable to speak with Mr. [redacted].  We emailed him a letter on September 20 outlining our actions to resolve his complaint. We appreciate 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

Complaint: [redacted]
I am rejecting this response because: the documents were authentic.  I took the picture of them while literally holding them in my hand.  I sent my ssn card andI have a passport and I forwarded them multiple pictures of my passport showing the front and back of the passport book and all pages in it while holding it.  And sent my award letter from the health and human services further proving my identity. Not to mention they didn't follow their own policy as shown in the previous attached documents.  If they had the money would have been sent back to the school and reissued a month ago. The school doesn't have the protocol to send the letter nor receive a check from netspend and apply it to my school account. At the very least netspend world need to send the funds back electronically , the same way they received them.  They don't want to do that because they've Already allowed me to spend some of the money so the amount will not match what the school sent.  They made a mistake and they need to rectify it.  I can't even by my books and I'm not able to pass my courses without them causing me to lose thousands. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that his account was blocked due to a refund he received. He wants access to the funds on his account. On June 13, 2015, Mr. [redacted]’s NetSpend card received a credit from Wal-Mart in the...

amount of $281.22. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. He called the same day to get the block removed. Our Risk Department requested a copy of the original receipt for review. The block was removed after receiving the requested document. NetSpend regrets any inconvenience Mr. [redacted] experienced as a result of the merchant credit. Should he have any additional questions or concerns, he can reach us at [redacted] Thank you,[redacted]Corporate Customer Response TeamNetSpend 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 August 23, 2017 by way of email. 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:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he has experienced with his dispute claim.  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 the disputed transactions occur within 30 days of the first cash or deposit load to the account. We sincerely apologize if this information wasn’t provided to Mr. [redacted]. On March 11, 2016, Mr. [redacted] opened a dispute claim on his new Netspend account. On March 28th, I spoke with Mr. [redacted] to address his full concerns regarding the disputes process for a new account per Regulation E guidelines. Mr. [redacted] understands that he will receive an update on his claim by April 8th. Netspend regrets any inconvenience that Mr. [redacted] experienced while waiting for an update on his claim. He has 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 a pending transaction on his Card Account.   Our records show that on February 03, 2017 we received an authorization request from Direct TV.  On February 8, Mr. [redacted] contacted...

our Customer Service and informed us the transaction had been cancelled.  We requested Mr. [redacted] to provide us with documentation from the merchant that would confirm they do not intend on collecting the funds, in order to release the funds back into his available balance.  If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. This requested confirmation is 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.   A member from our Corporate Office spoke with Mr. [redacted] on February 15, to explain the release of a pending transaction is not a void or cancel by Netspend.  Mr. [redacted] explained that he never had service with Direct TV because he cancelled the transaction with them before it was completed.  As a courtesy we released the funds to his available balance.  We informed Mr. [redacted] that if the merchant mistakenly collects the funds, he will have to dispute the transaction to recoup the funds.  We ordered him a replacement card at no additional cost.   We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Customer Experience Specialist NetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on December 27, 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

To whom it may concern:   Thank you for forwarding Mr. [redacted]’s complaint to us.   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 card packaging which is visible before purchase.    We attempted to reach Mr. [redacted] on September 15, and 18, 2017 by telephone and by email, but unfortunately, we were unable to speak with him. We sent Mr. [redacted] an email outlining our actions to resolve his complaint.  A refund check for the full account balance will be mailed to the address on file for each card account Mr. [redacted] purchased and should be received within the next 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 Specialist Netspend, a TSYS Company

Wednesday, April 27, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the overdraft fees assessed on her account.    The optional Overdraft Protection Program (ODP) allows eligible customers with direct deposit to complete...

transactions that would normally be declined for insufficient funds.  Each time the card balance goes into the negative beyond the $10 buffer, a $15 ODP fee is incurred.  NetSpend will only collect three overdraft fees per calendar month.  Customers also have a 24 hour grace period to fund the account for the overdrafted amount to avoid the collection of the ODP fee.  On April 16, 2016, three separate charges from Apple Itunes caused an overdraft on Ms. [redacted]’ account.  Each transaction incurred a $15 ODP fee.  Because Apple Itunes did not collect the transactions, the ODP fees were released on April 23. Our records show that all fees were charged correctly in accordance with the Optional Overdraft Protection Program terms Ms. [redacted] agreed to on January 26, 2016. As of this writing, there are no pending overdraft fees on the account. We 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

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a block on a card he purchased.  He’s requesting resolution in his best interest.  On February 13, 2016, Mr. [redacted] called our Customer Service Department to activate his card.  The email address entered during activation belonged to a different person.  When that person started getting text message alerts concerning an account with NetSpend, he called to report identity theft.  Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholders. On February 16, 2016, our Fraud Prevention Team blocked Mr. [redacted] account and requested that he provide identity documents.  The documents Mr. [redacted] sent were unacceptable for removal of the block.  We closed his account on February 19th, and as he reported, he has already received the check for his remaining funds.  NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the account block.  We hope he can appreciate our efforts to protect his account and information.  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

Wednesday, September 20, 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 September 15, 2017 by way of telephone. We informed Ms. [redacted] by email on September 20, 2017 of...

the mailing date of her replacement refund check. 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

Friday, May 6, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On March 4, 2016, [redacted] contacted us to dispute the transaction with [redacted] because it had posted onto his account.  We opened a...

dispute claim and promptly began our investigation. We also informed [redacted] of the investigation timeframes afforded to financial institutions under Regulation E. We concluded our investigation on April 26 and no credits were issued because we were unable to identify that an error occurred. We have reason to believe [redacted] benefited from the transactions.  A letter explaining the dispute decision has been mailed to the address on file. Upon receipt of his complaint, we spoke with [redacted] on April 30 to discuss his claim.  We advised that [redacted] confirmed that the transaction was valid.  We have provided [redacted] with our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Friday, April 29, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check she has not received. On February 9, 2016, Ms. [redacted] contacted us and requested to close her account.  The following day, our Risk Management Team...

blocked Ms. [redacted] account because they identified risk factors associated with her information.  We also contacted the IRS to review the remaining funds on Ms. [redacted] account because they were the originator of these funds.On March 24, the IRS completed their review of Ms. [redacted] tax refund and advised we can send the remaining funds to her in the form of a refund check.  On March 30, a check was mailed to the address we had on file.On April 18, Ms. [redacted] refund check was returned to Netspend as undeliverable. Ms. [redacted] contacted us on April 19 and provided a different address to send her check.Upon receipt of her complaint, we contacted Ms. [redacted] on April 28 to discuss the status of her refund check.  On May 6, Ms. [redacted] updated her apartment number and we requested a new check.  She should receive this within 10 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

Thursday, January21st,2016 To Whom It May Concern, We received complaint #[redacted] filed with your office by [redacted] concerning her card activation. She’s requesting access to the balance on her account without providing ID documentation Our Fraud Prevention Team regularly monitors...

account activity in order to provide a safe and secure product for all of our cardholders. On December 23, 2015, a systemic block was placed on [redacted] account after her personal information was collected. I spoke to [redacted] on January 21st to advise that her card is now activated and she has full access to the funds.  NetSpend regrets the inconvenience that [redacted] experienced as a result of the block on her account.  She has been provided my contact information should she have any further questions or concerns. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company   Tell us why here...

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that his information was released, resulting in a huge cost from a federal court judgment. He wants all monies refunded and his information to be secured. On August 4, 2015, we...

attempted to reach Mr. [redacted] by telephone and email. NetSpend does not share our cardholder’s information with third parties unless the primary person listed on the account requests for us to provide it. We will also share account details when we receive a subpoena from law enforcement for information. No subpoenas or judgments appear on any accounts under Mr. [redacted]’ name. NetSpend regrets learning that Mr. [redacted] has a federal court judgment against him. We have provided him with our contact information so he can provide us with additional details on how we can assist him. 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 that his new account was blocked and documents were requested to verify his identity. He requests his account to be unblocked so he can gain access to his funds. Our Risk...

Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of Mr. [redacted]’s account on August 24, 2015 and we requested that he send identity documents for verification. After review of his documents, we lifted the account block on August 26th. He immediately gained access to his funds. NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of our verification process.. 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]. Ms. [redacted] mentions an $.80 cent charge on her card that resulted in a $15.00 overdraft fee. She requests the fee to be credited back to the account. The Overdraft Protection Program is an...

optional service made available to eligible ACE Elite cardholders. If the available account balance is overdrawn beyond the $10.00 purchase cushion, we will charge a $15.00 fee for each transaction that draws the account further into the negative. Ms. [redacted] agreed to these terms when she enrolled in the program on September 1, 2010. On August 24, 2015, the balance on Ms. [redacted]’s account was negative $(82.56). When she used the card for a $0.80 transaction, a $15 overdraft fee was charged according to the terms of the program. We conveyed this information to Ms. [redacted] on September 3rd. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the overdraft fees. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check for her remaining account balance. 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 within the United States, date of birth, and other information that will allow us to reasonably identify them. The requirement to obtain this information is displayed in the envelope that we send with the card offer.  Ms. [redacted] attempted to activate her new account on November 22, 2015, but her identity information could not be automatically verified.  We requested her to provide copies of her identification documents to verify her identity.  The documents Ms. Wohler provided could not be accepted to verify her identity. On February 27, 2016, Ms. [redacted] contacted us to close her account and receive a refund check.  We closed the account and requested a refund check to the address on file.  A member of our Corporate Response Team reached out to Ms. [redacted] on July 27 regarding her refund check. Ms. [redacted] provided a Mexico based address to send her check to.  . Ms. [redacted] should receive this check within 10 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 a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that it is NetSpend’s error in letting the merchant collect on a blocked card. She wants a credit to her account immediately. On May 22, 2015, [redacted] collected $80.00 from Ms. [redacted]’s card. The merchant force posted the amount from the card. This process of collecting does not give NetSpend the opportunity to deny the charge due to the card being blocked. We still have the rights to dispute this type of collection by the merchant under the card guidelines. As we stated in our previous response, Ms. [redacted]’s disputes claim will be updated on the tenth business day. Due to the Memorial Day holiday, the tenth business day was June 8, 2015. On that day, we updated the claim with a 45 day timeframe. The claim will finalize on July 24th. No provisional credit was issued because we did not receive a disputes letter explaining the reason for the disputes within the first ten business days. NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. [redacted]’s patience while we attempt to retrieve her funds. Should she have any additional questions she can reach us at the toll free number, [redacted] Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company