Realcor Developments Ltd.

Wednesday, December 30, 2015 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she’s experiencing with our customer service and her disputes claim. She’s requesting a refund for the disputed items.  On December...

21, 2015, Ms. [redacted] disputed two transactions.  When she spoke with customer service, she was informed that an update would be provided on the tenth business day, January 6, 2016.  A card was also ordered to replace the compromised one.  The normal delivery timeframe is 7-10 business days.  A third unauthorized transaction was still pending so it could not be disputed in our system until the merchant collected on the charge.  On the tenth business day our Disputes Department will provide an update on the claim.  They will also make the provisional credit decision for the ongoing disputes claim.  Disputes claims involving foreign transactions can take up to ninety days to finalize.  We reached out to Ms. [redacted] on December 30th by telephone and email.  We disputed her third unauthorized charge on that day and requested our Disputes Department to expedite the claim investigation.  We apologize for any rude or inconsistent behavior she’s experienced while speaking with customer service.  It is always our intent to provide staffing that is courteous and informative.  We will address her concerns when she returns our call.  NetSpend understands that the disputes process is lengthy, and we appreciate Ms. [redacted]’s patience as we attempt to retrieve her funds.  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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she disputed fraudulent charges that occurred on her card on the same day she was released from the hospital. She’s requesting to be refunded for the disputed amount. On August...

28, 2015, Ms. [redacted] reported her card as stolen and disputed seventeen unauthorized transactions. We informed her that an update would be provided within ten business days from the claim initiation date, September 14th. On the tenth business day, our Disputes Department closed the claim with no error found on the transactions disputed. A member of our Corporate Response Team spoke with Ms. [redacted] on September 22nd and explained the details of the disputes claim decision. We’ve also requested for our Disputes Department to mail Ms. [redacted] the documents that supports the decision of her disputes claim. NetSpend regrets any inconvenience that Ms. [redacted] experienced as a result of the disputes claim decision. 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 the fees she had to pay to set up a new Netspend account while waiting for her replacement card.  On March 21, 2016, Mr. [redacted] contacted Netspend because her card had been...

compromised. We ordered her a replacement card to be sent to her address on file; however, in order to get access to her remaining funds, she opened a new account to have the funds transferred. When opening an account at one of our distributors, the store will charge a fee and also require a minimum load amount.On March 22nd, I spoke with Ms. [redacted]s to address her concerns including the fees she was assessed.NetSpend regrets the inconvenience Ms. [redacted]s experienced with the fees charged for setting up another account. 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

Revdex.com:
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. When netspend spoke with me on the phone I clearly stated I never disputed any other transaction other than the  one from which my card was stolen. Which was the $1500 dispute. How they reported another problem, I really don't know and don't understand. I don't get how all of your calls are recorded but you can't seem to go back and listen to all the calls from when I called so you will be able to see I never disputed any other transaction other than the one I disputed when my card was stolen. Honestly I feel like y'all did it on purpose just so you can make it seem like I'm lying to you guys so you won't have to give me my money back. And besides if you supposedly sent me a check for the remainder balance that was on my card, how come I never received none. So I will not rest until I get the full amount of my money that was stolen from me. Even if that means I have to sue you guys to get it back. I should not have to suffer because someone stole my card, my daughter shouldn't have to suffer. How would you feel if you were in my shoes. How would you feel if you lost everything because a prepaid card company wouldn't give you your money back. I'm now homeless with no car because your company don't want to give me my money back. My daughter is only 10 months and should not have to experience this type of stuff.,  
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card Account.   Our records show that on February 23, 2017 we received an authorization request from TOYSRUS for $347.47.  Ms. [redacted] contacted our...

Customer Service on March 4, and informed us the transaction had been cancelled.  We requested Ms. [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 her available balance.  The documents Ms. [redacted] sent were not acceptable to release the pending authorization.  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 reached out to Ms. [redacted] on March 10, but unfortunately we have not had the opportunity to speak with her.  As a courtesy, we released the pending transaction back to her available Card Account balance.  We emailed her about the released transaction and informed her that our release is not a void or cancellation of the original charge.  If the merchant collects at a later date, Ms. [redacted] will have to dispute the transaction in order to recoup the funds.       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 transaction on his PayPal Prepaid MasterCard.  On February 28, 2016, the merchant Macy’s East authorized a transaction of $64.00 on Mr. [redacted]’ card.  Since the transaction was...

never collected by Macy’s East, the pending authorization was released on March 7th, adding the $64.00 back to Mr. [redacted]’ account.  The release of a pending transaction is not a void or cancellation from the merchant.  On March 22nd, Macy’s East collected on the original authorization, causing Mr. [redacted]’ account to go negative.  We reached out to Mr. [redacted] on April 7th and 11th, but unfortunately, we have not had the opportunity to speak with him.  We have provided Mr. [redacted] with our contact information and will assist him further when he returns our call.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Tuesday, May 9, 2017 To Whom It May Concern:Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on May 3, 2017 by way of telephone. We also emailed him the details on his refund check on May 9. Thank you for...

bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted]Customer Experience Specialist Netspend a TSYS Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Tuesday, June 13, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint # [redacted] to us. When investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend’s cardholder agreements that...

customers receive when opening an account.  Mr. [redacted]’ dispute claim is currently being investigated and an update will be available on June 30.  We attempted to reach Mr. [redacted] by phone and email on June 8, and June 13, 2017, but unfortunately, were unable to speak with him. Mr. [redacted]’ case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should he contact our Customer Service Department, we have left notes on his account for Mr. [redacted] 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

Tuesday, August 30, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her new account. On July 30, 2016, Ms. [redacted] ordered a NetSpend card through our website. She activated her card on August 12. The...

default fee plan is a Pay As You Go, if the alternative monthly Fee Advantage plan is not selected. Ms. [redacted] direct deposit arrived to the account on August 22 and she began using her card for purchases. The Pay As You Go fee plan charges a $1 fee for signature purchases and a $2 fee for purchase using the PIN. This was according to the selected fee plan. Ms. [redacted] called our Customer Service Department on August 28, and we enrolled her in the Fee Advantage Plan (FAP) for $5 per month. The FAP waives the transaction fees associated with debit and credit purchases for the duration of enrollment. All other account fees may still apply. A member of our Corporate Response Team reached out to Ms. [redacted] on August 30, but unfortunately, we have not had the opportunity to speak with her. We sent her an email explaining the FAP for her account and provided instructions where she can view it online. As a courtesy, we refunded all the transaction fees she was charged since her deposit posted to the account. We 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 Jalesky [redacted] concerning a refund check for an account he closed.  He’s requesting to receive the check as soon as possible.  On February 2, 2016, Mr. [redacted] contacted Netspend requesting to close his...

account and have a check for his remaining funds be sent to his address on file.  On February 26th, Mr. [redacted] contacted us stating he has not received the check, and he confirmed the address we have is correct.  On March 2nd, our Accounting Department verified the check has not been cashed and that a new check will be mailed to Mr. [redacted].  He should receive this check within 10 business days.On March 7th, I spoke with Mr. [redacted] to address his concerns. NetSpend regrets any inconvenience that Mr. [redacted] experienced while waiting to receive his check. He 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:
  HE WAS MY EX-HUSBAND -- NOT MY HUSBAND,  WE HAVE BEEN DIVORCED FOR 13 YEARS!!!   This account was IN MY NAME ONLY.  There was no need for social security to even contact you in the first place and they certainly have no right to MY funds.  This is ludicrous.    You have no legal right to close MY account due to the death of a husband I divorced 13 years ago whose name WAS NOT ON THE ACCOUNT, 
Regards,
[redacted]

To Whom it Concerns: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.    We reviewed Mr. [redacted] additional comments.  We re-reviewed Mr. [redacted] dispute claim using the information provided and based on our findings the claim was handled appropriately. A letter explaining the details of our investigation will be mailed to Mr. [redacted] address on file and should be received within 10 business days. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an expedited card  that he did not receive for his new Turbo Tax account.  He’s requesting to receive the card as asoon as possible and compensation for his inconvenience.  On...

February 29, 2016, Mr. [redacted] contacted us because he had not received his Netspend card. We ordered a card to be expedited to his address on file. On March 3rd, I spoke with Mr. [redacted] to address his full concerns, and advised that the UPS tracking number shows he should receive his card that day. NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting to receive his card. We have provider 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 direct deposit.   On December 16, 2016, Ms. [redacted] contacted our Customer Service Department to inquire about her December US Treasury Benefits deposit.  We...

informed Ms. [redacted] that her funds had been received and provided her with information regarding the last direct deposit onto her Card Account.   On January 16, 2017, we received a trace request from the US Treasury regarding Ms. [redacted] direct deposit.  A member from our Corporate Office spoke with Ms. [redacted] on March 8 and explained the direct deposit with the settlement date of December 1, 2016 posted to her card account on November 25.  We will be mailing a copy of her account history statements to her address on file. She should receive the statements within 10 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

Wednesday, May 10, 2017Thank you for forwarding Ms. [redacted] additional comments to us. As you requested, we addressed this matter directly with Ms. [redacted] on May 10, 2017 by way of e-mail. We provided her with further insight on the dispute process. Thank you for bringing this matter to our attention. [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 block on an account she purchased for a friend.   On December 31, 2016, Ms. [redacted] gave the recently purchased NetSpend card to a friend and he attempted to activate his new...

card account.  Our system recognized that he had a previous negative balance and we automatically blocked the account until the issue could be resolved.  He elected to have the card account converted to “Limited use” on January 2, 2017.  This option allows the customer to use the card for in store purchase and PIN based purchases only.  Once all the funds are dispensed, the card can be destroyed because it cannot be reloaded.    A member of our Corporate Response Team spoke with Ms. [redacted] on January 4, 2017 and explained the funds on the card have been used.  Due to customer security, we were only able to provide limited information since Ms. [redacted] is not listed as a cardholder on the account.  We recommended Ms. [redacted] contact her friend regarding the funds and specific account details.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.   Thanks,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: I did send them documentation twice both times they claim they didn't receive them. It clearly states one time tranaction. They where rude on the phone with me. I notified them of the error when it was still pending and was told I had to wait until it was completed. I was never contacted by the bail bondsman nor did I authorize two more transactions. 
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  During routine monitoring, we placed a temporary block on Ms. [redacted]’ account, on March 03, 2016, because we detected suspicious activity on her account. After she...

confirmed that the attempted transactions were not authorized by her, we blocked the card to prevent additional unauthorized use of her card and funds. We also mailed her a replacement card. We were unable to open a dispute claim immediately because the transactions were still pending. To assist her with her dispute, we needed the transactions to first settle to her account. When Ms. [redacted] contacted us on March 6, 2016 opened a dispute claim for the transactions because they had posted onto her account. We immediately began our investigation. We concluded our investigation on April 7th and issued a full credit for the disputed transactions.  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. Ms. Briks 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]. Ms. [redacted] states that she was given the incorrect information for a direct deposit. She needs the funds returned to the sender sooner than six days. On July 1, 2015, we spoke with Ms. [redacted]...

concerning the expected direct deposit. She informed us that the problem has been resolved. The sender was given the correct information and the deposit posted to her account earlier in the day. NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on her funds to be deposited. If she has any further questions or concerns she can call the toll free number [redacted] Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company