Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the negative balance on her Card Account. On December 31, 2016, Ms. [redacted] opted into our Optional Overdraft Protection Program.  Ms. [redacted] agreed to the terms and conditions of the...

Overdraft Protection Program, and began using the account feature.  On January 26, 2017, Ms. [redacted] completed a transactions that created an overdrawn balance greater than $10.00.  These transaction also caused a pending overdraft fees to be placed on hold.  The twenty-four hour grace period to bring the card account back to zero or a positive balance began immediately after.  On January 28, Ms. [redacted] contacted our Customer Service Department and requested for her Card Account to be closed.    If a cardholder fails to bring their Card Account back to a zero or positive balance within 24 hours from the time of the first transaction causing an overdrawn balance greater than $10.00, the cardholder will incur an Overdraft Protection Service Fee for each transaction approved after their Card Account balance was greater than $10.00 overdrawn.   A member of our Corporate Office reached out to Ms. [redacted] on April 7, to discuss her transaction history and the overdraft protection fees she was charged.  Unfortunately, we did not have an opportunity to speak directly with her.  As a courtesy, we waived three of the $15.00 overdraft fees, however Ms. [redacted]’s Card Account remains in a negative status.    We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter.   [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that the card agreement allows her to use overdraft 3 times per month, but our customer service advised her that she is over the limit. She wants the overdraft protection to be...

reactivated on her card. 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. NetSpend must remain compliant with regulations that govern financial industries. In order to remain compliant, our policy requires NetSpend to monitor each cardholder’s use of the Optional Overdraft Protection service, and suspend it if too many overdrafts are incurred. On July 19, 2015, Ms. [redacted]’ ODP service on her account went into a temporary cooling off period for thirty days. The ODP will become eligible for activation again on August 18th as long as Ms. [redacted] opts back into ODP, and meets the requirements to reactive the service. We apologize for the inconvenience that Ms. [redacted] experienced as a result of the ODP suspension. 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].  Mr. [redacted] states that we need him to send documents to verify his identity in order to activate his card. He wants to be able to activate his card without needing to send these documents....

 The USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them.  NetSpend is compliant with the laws concerning the prepaid debit card.We required documentation to approve Mr. [redacted] card for activation.  No documents have been received.  On July 15th, 2015, our Compliance Team was proactively able to verify Mr. [redacted] identity. I attempted to contact Mr. [redacted] on July 21st and 22nd to address his concerns, however, I have only been able to leave him voicemails with my contact information and send him communication via email. We do show he has activated his card for use.  NetSpend regrets the inconvenience that Mr. [redacted] has experienced while attempting to activate his card.  He He has been given our information should he have any additional questions or concerns.   Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, December 19, 2017 To Whom It May Concern: Thank you for forwarding Ms. [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 cardholder agreements that...

customers receive when opening an account. We’ve reviewed Ms. [redacted] dispute claim and we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on December 15, 2017 by way of telephone. We informed Ms. [redacted] by email 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check she has not received. On December 17, 2015, a check was mailed to Ms. [redacted]  address we had on file. Ms. [redacted] began calling Netspend on December 31st advising...

she has not received the check. The address on file was not correct and we updated it. On April 5th, I spoke with Ms. [redacted] to address her concerns. We have updated her address again and a check was mailed to her on April 4th, which she should receive within 10 business days.NetSpend regrets any inconvenience that Ms. [redacted] experienced while waiting to receive her check. 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] concerning not receiving her card and her dispute claim.   On July 29, 2016, Ms. [redacted] purchased and activated her temporary card ending [redacted].  A permanent NetSpend card...

ending [redacted], with her name on embossed on it, was mailed to the address she provided at the time of activation.  On August 26, Ms. [redacted] contacted our Customer Service Department report that she has not received her permanent card and she confirmed the address on file was correct.  Ms. [redacted] requested to speak with a Supervisor. However, when the supervisor answered, was advised the call connection had dropped. Ms. [redacted] contacted us again on September 7, and ordered a replacement card ending [redacted] to be expedited and confirmed the address remained correct. On September 10, Ms. [redacted] contacted us to block card ending [redacted] as not received and ordered card ending [redacted] to be expedited. Ms. [redacted] confirmed that the address on file has not changed. Ms. [redacted] activated card ending [redacted] on September 15.   On September 10, 2016, Ms. [redacted] contacted us to report unauthorized transactions that posted to her account. We promptly opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. On September 23, we determined Ms. [redacted] dispute claim was not eligible to receive a provisional credit, but we are continuing our efforts to investigate her claim.   A member of our Corporate Response Team spoke to Ms. [redacted] on October 5, regarding her cards and dispute claim. Ms. David-Tabb mentioned that she had called to report her initial temporary card as lost prior to the unauthorized transactions taking place. We requested details of the call recordings and our records confirm, that Ms. David-Tabb was unable to use her card with REDBOX, she did not report her card as lost.   On October 5, we concluded our investigation with no credit being issued to Ms. [redacted]’s account because we did not find an error occurred.  Based on our investigation, we have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions. We attempted to contact Ms. [redacted] again to discuss the results of her claim, but unfortunately we were unable to speak with her. A letter detailing the results of the investigation was mailed to her address on file. She should receive this letter within 10 business days.   Additionally, our Risk Management Department closed Ms. David-Tabb account on October 5, 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 check for Ms. [redacted]’s remaining funds are being mailed to her address on file. She 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 Team NetSpend A TSYS Company

Friday, December 18, 2015To Whom It
May Concern:We received additional comments on complaint
# [redacted] filed with your office by [redacted] concerning the two disputes claims that were closed
with no error found.  He’s requesting to
be refunded for the unauthorized transactions. On December 2, 2015, our Disputes Department
closed both of Mr. [redacted]’s claims 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.  Our Disputes Department also mailed the
documents to Mr. [redacted] that support the claim decision on December 10th.  After further review, the Disputes Team has
determined the results remain the same and both claims are closed.NetSpend
regrets the inconvenience that Mr. [redacted] experienced as a result of the
disputes claim decisions. 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

Wednesday, November 29, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted]’s 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 cardholder agreements that...

customers receive when opening an account.  We’ve reviewed Ms. [redacted]’s dispute claim and we’ve determined that her claim was handled correctly.  The disputed transaction was reported out of timeframe, more than 120 days since its occurrence.  We attempted to reach Ms. [redacted] by way of telephone on November 24, and 29, 2017, but unfortunately, we were unable to speak with her.  We informed Ms. [redacted] by email of our actions to resolve her complaint.    Ms. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Ms. [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her 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]. [redacted]Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:i was only credited back the $150 and fees, not the $91 I put back into the account to bring it back to a positive balance. 
Regards,
[redacted]

Wednesday, December 27, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s 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 cardholder agreements that...

customers receive when opening an account. We’ve reviewed Ms. [redacted]’s dispute claim and we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on December 22, and 27, 2017 by way of telephone. We informed Ms. [redacted] by email 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]. [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, November 1, 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 25, 2017 by way of telephone. We corresponded with Ms. [redacted] by email detailing the...

actions taken on her account to resolve her concerns. Ms. [redacted] received the investigation documents for her dispute claim and the Dispute Department spoke with her directly. After reviewing her dispute claim it was determined that the claim was handled appropriately. Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted]. [redacted]Customer Experience Specialist Netspend a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her minor son purchased a NetSpend card so he could get his paycheck put on it. The information sent to approve the account was not acceptable. She wants the documents...

destroyed because they do not want to do business with NetSpend. To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them. NetSpend is compliant with the laws concerning the prepaid debit card. The primary cardholder on an account must be at least 18 years of age. This information is displayed on the outside of our card packaging. We attempted to contact Ms. [redacted] by telephone and email. She did not provide enough information to locate the son’s account. We apologize for the difficulty she and her son are having with activating a card that he can use. When she contacts us, we will assist her with the card. We have provided Ms. [redacted] our contact information should she have additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Yes thank you for all of your help! Kind Regards, [redacted]

To Whom It May Concern: We appreciate Mr. [redacted]’s additional comments. As you requested, we addressed this matter directly with Mr. [redacted] on December 20, 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: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims. On February 23, 2016, Ms. [redacted] disputed several transactions due to a merchant overcharging her account. We immediately opened dispute claim [redacted] and began our...

investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. At the time of her call, Ms. [redacted] had other transactions that were in a pending status that had not been collected by the merchant. We informed Ms. [redacted] that we can open a dispute claim on the pending transactions once they are collected, but she did not contact us back. On March 22, we issued reimbursement for the disputed transactions included in claim [redacted]. Ms. [redacted] contacted us on May 6 to dispute the other transactions that were pending on February 23. We immediately opened dispute claim [redacted] and began our investigation. We concluded our investigation of Ms. [redacted]’s dispute claim [redacted] on June 20 and issued full reimbursement of the disputed transactions to her account. Upon receiving Ms. [redacted]’s complaint, we reached out to her on June 23, but unfortunately, we have not had the opportunity to speak with her. We sent an email informing her of the conclusion of dispute claim [redacted]. 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 Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I tried numerous times to call [redacted] back after he called. Send emails and continued to phone him. No response.Just another example of their lousy customer service. 
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on February 2, 2018 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: We received complaint # [redacted] filed with your office by [redacted] concerning a block that took place on his new card that was caused by a previous account with a negative balance.  He’s requesting his card to be activated to access his funds.  On January 9,...

2016, there was an attempt to activate a new prepaid debit card in Mr. [redacted] name. Our system recognized that his information was associated with previous account that had a negative balance, and automatically blocked the new account. Mr. [redacted]l agreed to pay the outstanding balance.  His check posted to the new account on January 15th.  The next business day, January 18th, the outstanding funds were recovered and the account block was removed.  NetSpend regrets the inconvenience that Mr. [redacted]l experienced while attempting to activate his new card.  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

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 March 26, 2018 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