Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by Jessie [redacted] concerning a refund for his PayPal Prepaid MasterCard.On March 2, 2016, Mr. [redacted] contacted Netspend to activate his new Paypal Prepaid MasterCard. Additional information was needed to approve his...

account and our Customer Service Department requested that he send copies of his identity documents.  We were unable to approve the documents Mr. [redacted] sent and his account was closed on March 4.  A refund check for the account balance was sent to the address we had on file on March 14.Mr. [redacted] contacted us on March 22 to advise that he has not received his refund check.  Our Customer Service Department explained we can not request a new check until April 5.  On April 12, we updated Mr. [redacted]’ address and requested a stop payment on the original check.  A new refund check was mailed on April 26. Upon receipt of his complaint, we spoke with Mr. [redacted] on April 27 to apologize for the delay in receiving his refund check.  We provided the timeframe to receive his new check.  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

Wednesday, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the blocks that were placed on her accounts.  She’s requesting the funds from her direct deposits to be expedited to her.   In an effort to protect...

NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of Ms. [redacted]’ accounts on December 15, 2015. As a result of these risk factors, Ms. [redacted] is no longer eligible for NetSpend services. The direct deposits arrived after her accounts were closed and were automatically returned to the senders on December 18th.  We reached out to Ms. [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with her. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of her account closure. We have provided her 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 her account was closed by NetSpend for no reason, and she was not given the opportunity to access her remaining funds from the account. She’s requesting to receive her money...

back. 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 Ms. [redacted]’s accounts on August 14, 2015. Ms. [redacted] is no longer eligible for NetSpend services as a result of these risk factors. On September 16, 2015, our Risk Management Department was able to approve sending the refund check to Ms. [redacted]’s address on file. On September 25, 2015, we spoke with Ms. [redacted] and apologized for the delay in sending her refund check. We informed her that her check will be mailed to her address on file by October 2nd. NetSpend regrets any inconvenience that Ms. [redacted] experienced while waiting on her check. 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

Complaint: [redacted]
Sill no check. Called back and they srill have address wrong. We have waited over a month.  [redacted]
[redacted]  
I am rejecting this response because:
Regards,
[redacted]

Monday, November 23, 2015To Whom It
May Concern:We received complaint # [redacted] filed with your
office by [redacted] concerning
the disputes claim that he opened for unauthorized transactions that were made
on his account.  He’s requesting to be
refunded for the unauthorized...

transactions. On November 2, 2015, Mr. [redacted] disputed
twelve unauthorized transactions that occurred on his NetSpend card between
September 20th and October 24th.  We informed him that an update would be
provided within ten business days, November 17th.  On the tenth business day, our Disputes Department
closed the claim with no error found on the disputed transactions, and no funds
were reimbursed to the account.  On the
same day a letter was mailed to him with the results of our investigation.  We spoke to Mr. [redacted] on November 23rd about his disputes claim.  We have
requested for our Disputes Department to mail the documents to Mr. [redacted] that
support the claim decision. NetSpend
regrets the inconvenience that Mr. [redacted] experienced as a result of the
disputes claim decision. 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

Tuesday, June 7, 2016  To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.   On May 18, 2016, Mr. [redacted] contacted us to dispute an unauthorized transaction that posted to his account.  We...

immediately blocked his card to prevent any additional unauthorized use.  We promptly opened a dispute claim and began our investigation.   On June 2, we concluded our investigation with no credit being issued to Mr. [redacted] account because we were unable to determine an error occurred.  We have reason to believe that the transactions were authorized and that Mr. [redacted] benefited from them.    Upon receipt of his complaint, we spoke with Mr. [redacted] on June 7 to discuss the outcome of his dispute.  A letter detailing Mr. [redacted] dispute investigation was mailed to his address on file.   We understand how frustrating it can be to experience unauthorized charges on an account and we appreciate Mr. [redacted] patience as we attempted to get his money returned.   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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] regarding her request to be reimbursed for the funds loaded to a card that she was unable to activate. Our Risk Management Team regularly monitors account activity in order to provide a safe and...

secure product for all of our cardholders. Our Risk Management Team identified risk factors that led to the blocking of Ms. [redacted]’s accounts on January 20, 2014. As a result of these risk factors, Ms. [redacted] is no longer eligible for NetSpend services.  The factors that lead to the account closure are kept internal for security reasons.  When she attempted to activate a new card on June 26, 2015, the system automatically blocked that card account. We were unable to send her a refund check as a result of her address not being verified.  We reached out to Ms. [redacted] by telephone and email on January 21, 2016.  Unfortunately we have not had the opportunity to speak with her, but will address her concerns when she returns our call.  The address in the message to the Revdex.com is the same listed on the NetSpend account. She will receive a check at that address within ten business days. NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on her check. 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]. Mr. [redacted] states that he has ten unrecognized charges on his account. He wants the charges removed and the merchant blocked from his account. On May 11, 2015, Mr. [redacted] disputed six unauthorized...

charges on his card. We blocked the compromised card and ordered him a replacement. The same day, we issued a payout for his claim returning the money back to his account. When he receives the replacement card he will be able to access his funds. NetSpend regrets the inconvenience Mr. [redacted] experienced with the unauthorized charges. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] states that she ordered her card in March 2015 and has waited two months to receive it. On March 4, 2015 we mailed a card to the address [redacted] provided when she processed her tax...

return through Turbo Tax. She reported not receiving the card on April 24th. We updated the address and ordered her a replacement card. She did not receive that replacement card so we rushed a card to her on May 9th. She activated the third card on May 12th for use. We refunded the fees for ordering the card and rushing it out to her. NetSpend regrets the inconvenience [redacted] experienced while waiting for a card to be delivered. 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

Friday, February 26, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her NetSpend account that has not been released to the card balance. She’s requesting to have the pending transaction released. ...

On February 18, 2016, the merchant [redacted] initiated a transaction for $46.72 on Ms. [redacted] NetSpend card. As a result of the recent transaction being in a pending state, our customer service was unable to release the charge without supporting documents to confirm that the merchant would not collect the funds. NetSpend does not have the ability to void or cancel a pending transaction as noted in the card terms. If we receive documents from the merchant to validate that the transaction has been voided or cancelled, we can release the funds back into the account. We reached out to Ms. [redacted] on February 22nd by telephone and email, but unfortunately, we have not had the opportunity to speak with her.  Our Customer Service Department released the pending transaction back to the card balance on February 23rd as a courtesy.  Our release of the funds is not a void or cancel of the original charge from the merchant. If they collect at a later date, Ms. [redacted] can request for NetSpend to dispute the charge.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with the pending transaction from the merchant. We have provider her 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: I did not contact customer service to activate a card on 12/23/15. I contacted them after receiving a text message alert on 12/23/15 stating that there was problem with my card, and to contact customer service before I used it. I was informed at that time that a block had been placed on my account, and documents were needed to verify my identity. I submitted my documents the next day on 12/24/15. I called to verify if the documents were received, and I was told that they had been received. I still don't have an explanation as to what fraudulent activity took place on the account(s), but I want to know; and I also want the check number for the funds being returned to me, and date that it was placed in the mail.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he was given conflicting information regarding his disputes claim. He wants a new card, a written acknowledgement of the error, and an investigation about abuse of people calling the...

company. We will investigate Mr. [redacted]’ report of conflicting information and an agent placing him back into the queue. We train our representatives to be courteous and informative. Rest assured we will coach agents where applicable. On July 4, 2015, Mr. [redacted] disputed four transactions through the NetSpend website. The card automatically blocked due to his report of unauthorized charges. The disputes claim will normally update within ten business days, July 20th. Mr. [redacted] called on July 7th to order a replacement card. That card was received and activated six days later, July 13th. Two days after the card activation, a provisional credit was issued for his disputes claim. No further action will be required when the claim finalizes in 45 – 90 days, as long as the disputes decision is in his favor, since he has already received his funds. NetSpend understands the disputes process is lengthy. We appreciate Mr. [redacted]’ patience as we attempt 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

Wednesday, May 18, 2016 To Whom It May Concern: We received comp*aint # [redacted] fi*ed with your office by [redacted] concerning his dispute c*aim. On May 13, 2016, Mr. [redacted] contacted us to dispute a transfer of funds to another cardho*der.  We immediate*y opened a dispute c*aim...

and began our investigation.  We a*so informed Mr. [redacted] of the investigation timeframes afforded to financia* institutions, under Regu*ation E.  We wi** have an update on Mr. [redacted] c*aim on May 27.  This update wi** inform him if the c*aim wi** need further investigation and if we can app*y a provisiona* credit for the ongoing c*aim.  Upon receiving his comp*aint, we spoke with Mr. [redacted] on May 16, and exp*ained his dispute timeframes.  We understand how frustrating it can be to reso*ve a dispute with a merchant and we appreciate Mr. [redacted] patience whi*e we attempt to get his funds returned. We have provided Mr. [redacted] with our contact information shou*d he have any additiona* questions or concerns.  Thank you, [redacted]. [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 the change in terms document he received for a card he does not have or want.  He requests to be contacted by NetSpend Corporation.  On January 4, 2016, we spoke with Mr. [redacted] and...

he informed us that his concerns have been address by the corporate office.  A member of the Corporate Customer Response Team spoke with Mr. [redacted] on December 27, 2015.  Because Mr. [redacted] stated this is not an account that he started, or desires to have, our Fraud Prevention Department has blocked the account.  The Fraud Prevention Team will require identity documentation to complete verification before the account can be accessed in the future.  NetSpend regrets the inconvenience that Mr. [redacted] has experienced with receiving the change in terms information for a card he does not have. We have provided him with our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Monday, April 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim and Card Account closure.  On February 15, 2017, Ms. [redacted] contacted our Customer Service Department to dispute an unauthorized cardholder to...

cardholder transfer from her Card Account.  We immediately blocked the transfer feature on Ms. [redacted] Card Account and promptly opened dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  On March 16, we did not find that an error occurred and the dispute claim was closed. On March 30, we identified several risk factors associated with Ms. [redacted] Card Account.  These risk factors are not shared with consumers for security reasons.  As a result, the decision was made to close her Card Account and we are no longer able to offer her NetSpend services. A member of our Corporate Office spoke with Ms. [redacted] on March 29, and provided further insight about her Card Account closure.  Ms. [redacted] will receive a refund check for her Card Account balance that is not being reviewed by the IRS within ten business days to her address on file.  Once the IRS completes their investigation, we will send the remaining funds on Ms. [redacted] Card Account back to them. 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. Ms. [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter.  Thank you,[redacted]Customer Experience AnalystNetspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]-[redacted]. Mr. [redacted] states that his account was closed when he filed a disputes claim with NetSpend. He wants a refund for the disputed items and to have his name cleared so he can open another prepaid...

card with NetSpend. 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 July 8, 2015. Mr. [redacted] is no longer eligible for NetSpend services as a result of the risk factors. His disputes claim was closed with no error found the transactions disputed.. We’ve mailed Mr. [redacted] a disputes claim closure letter for his reference. A check for the remaining funds on his account was mailed on July 17th. On August 17th, we mailed Mr. [redacted] a letter explaining the determining factors for the decision on his closed disputes claim. NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of his claim decision and account closure. 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

Thursday, August 3, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint # [redacted] to us. NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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. As you requested, we addressed this matter directly with Ms. [redacted] on August 3, 2017 by way of telephone. The email we sent Ms. [redacted] outlined our actions to resolve her complaint. We have removed Ms. [redacted] and her son’s name and address from our mailing list and she should not receive any future offers from any Netspend managed programs in either name. We also submitted a request to our Marketing Department to provide information concerning how the names and address was obtained. We will provide Md. [redacted] with this information when it is received. 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, August 10, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On April 19, 2016, Ms. [redacted] contacted us to dispute an authorized transaction that she performed with the merchant www.[redacted].com. We...

immediately opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to us, in order to properly resolve her dispute with the merchant. We concluded our investigation of Ms. [redacted]’s dispute claim on August 3, and no credit was issued because we were unable to identify that an error occurred. We received supporting documentation from the merchant involved in Ms. [redacted]’s dispute claim that validated the transaction. In response to her communication, we spoke with Ms. [redacted] on August 9 and explained the results of our investigation regarding her dispute claim. The documents provided by the merchant and a letter detailing the results of our investigation was emailed and mailed to Ms. [redacted]’s address on file. She should receive the documents within ten 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

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.
When attempting to activate the Netspend card all information required by them to activate the card was given. imputed several times their automated system and given to their customer service representatives the card was defective, numbers listed on the Netspend card,[redacted] was not recognized by their activation system.
Regards,
[redacted]

To Whom It May Concern:   Thank you for forwarding Ms. [redacted] complaint # [redacted] to us.   We reviewed Ms. [redacted] account and our records show the first check we mailed to Ms. [redacted] on May 10, 2016 has not been cashed.  A replacement check will be reissued...

and sent to the verified address on file.  The check should arrive in approximately 7-10 business days.   We attempted to reach Ms. [redacted] by phone and email on May 31, June 5, and June 12, 2017, but unfortunately, were unable to speak with Ms. [redacted]. Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she contact our Customer Service Department we have left notes on her account for Ms. [redacted] to be connected with [redacted] to further assist her with his 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