Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the ability to reload the NetSpend card.  She’s requesting instructions to reload her card.  NetSpend offers several options to reload the prepaid card.  Direct deposit is...

a free way for our customers to load money to the card through Automated Clearing House (ACH) deposits.  The other options have fees associated with loading the card.  Our customers can go to the websites on the back of their cards and put in their specific zip code so we can display the options available in their area.  The reload pack is not an option for reloading the card and we apologize for any reference to it still being on our website.  This option will be reviewed for removal as soon as possible.  A member of the Corporate Customer Response Team spoke with Ms. [redacted] on February 23rd.  We explained the reload options and the account to account transfer.  On March 1, 2016, we reached out to Ms. [redacted] again by telephone and email, but unfortunately, we have not had the opportunity to speak with her.  We will assist her when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to load money to her card / account.  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

Monday, April 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of 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 and that it is not a gift card.  On March 28, 2017, Ms. [redacted] purchased a new Card Account at Wal-Mart and loaded $400.00 on to it.  That same day, Ms. [redacted] attempted to activate her new NetSpend Card Account, but her identity information could not be automatically verified.  On April 3, Ms. [redacted] contacted our Customer Service Department and we requested her to provide copies of her identification documents to verify her identity in order to approve the Card Account.A member of our Corporate Office reached out to Ms. [redacted] on April 6 and informed her of what documents to provide in order to manually verify her identity. Ms. [redacted] chose to close her Card Account and have a refund check mailed to her address on file.  Ms. [redacted] will receive her 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

Tuesday, June 20, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted] 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 in the envelope that we send with the card offer.  As you requested, we addressed this matter directly with Mr. [redacted] on June 20, 2017 by way of email. 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]. Ms. [redacted] states that her ACH deposit was not posted to her NetSpend card due to an incorrect account number. She wants to receive her pay check to the correct account. Because the deposit was not...

sent to the correct account number it could not be posted onto Ms. [redacted]’s NetSpend account. The bank automatically returns deposits sent to an account number that do not match an account in the system. It typically takes up to 6 business days for a deposit to be returned to the sender.On September 16, 2015 we informed Ms. [redacted] that because her deposit was sent to the incorrect account number NetSpend has no record of the deposit. We were also unable to locate the deposit using the trace number she provided. Ms. [redacted] will need to contact her employer concerning the returned deposit. NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on her deposit. She has been provided my contact information should she require further assistance. 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 associated with his Netspend card.  He’s requesting reimbursement of the fees he was assessed.The NetSpend packaging that the card comes with has important information that...

notifies the consumer of basic fees that are associated with the card. This information is also available on our website.On February 17, 2016, I spoke with Mr. [redacted] to address his full concerns about the card. I explained the fees in question, as well as the different fee plan options we offer, but he chose not to make a change at this time.NetSpend regrets the inconvenience Mr. [redacted] experienced with the initial use of his card. 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, April 06, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a Netspend Prepaid MasterCard Account he received in the mail. 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.The offer is not active and cannot be used unless activated. During activation, Netspend verifies the identity of the person activating the offer to ensure that the Card Account can only be used by the intended recipient.  If the recipient cannot be verified, then the offer cannot be activated.On April 5, 2017, we permanently blocked the Card Account offer and have also removed Mr. [redacted] name and address from our mailing list.  Mr. [redacted] should not receive any future offers from any Netspend managed programs.We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.  Thank you,[redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:   Thank you for forwarding Ms. [redacted]’s additional comments on complaint [redacted] to us.   We attempted to reach Ms. [redacted] on October 13, and 18, 2017 by telephone, but unfortunately, we were unable to speak with her.    On October 20, 2017, we sent Ms. [redacted] an email 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 Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because: I want to know how to stop third party people from getting my minor childs info. the matter isnt resovled just post-poned, and I have not recived any contact info from this buisness. if they could kindly send it in a response where it is legally noted through the Revdex.com as well as my contact info they have it would be great. if they are contacting me a cell phone, I travel tremendously at work, so I may not have signal which may cause lack of communications. if they are receiving my sons info through third party perticipants, those third party people need to be held liable for how they get his info. I will not rest until I know without doubt no one from any of these agencies will obtain sell, etc. my sons info again. I am a mother protecting her child with all the extents the law enfforcement will allow, including but not limited to court. I will not have the buck passed where his safety is my concern. thank you.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a dispute claim on her  account.On May 2, 2016, Ms. [redacted] contacted us to report several unauthorized transactions on her account.  We immediately opened a dispute claim and...

began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.  On May 16, we concluded our investigation with no credit being issued to Ms. [redacted]’s account because we were unable to determine that an error occurred. Additionally, our Risk Management Team closed Ms. [redacted]’s account due to risk factors that were identified. These risk factors are not shared publicly for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.We understand how frustrating it can be to experience unauthorized charges 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

Wednesday, July 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation.  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. The card package also states that use of the card is limited prior to identity verification and that the cardholder must be at least 18 years old.  On July 5, 2016, Mr. [redacted] attempted to activate his new NetSpend card, but his identity could not be automatically verified due to the information he provided.  We requested him to provide copies of his identification documents for verification.  In response to his communication, we spoke with Mr. [redacted] on July 5, and explained why we are required to verify the identity information on accounts.  The next day, we received documents from Mr. [redacted] and the name on the account was updated.  Mr. [redacted]’s card is now activated for use.    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

Complaint: [redacted]
I am rejecting this response because: Several errors in the response from Netspend.  I  informed them before my move that I would be traveling across country. I was on the phone with them every day from Dec1st to Dec 4th to get the holds removed. The customer support center told me on Dec 5th the card was unblocked and clear.  I spent the weekend unpacking and on December 7th the card was rejected and upon calling in was told it was now placed on a permanent hold, which after being released several times the week before due to my travel seemed like a step of retaliation by the company.The customer service has at their discretion the ability to connect a customer to the fraud department this option was denied to me several times when I requested it.  The customer service department would not connect me to the fraud department and made ABSOLUTELY no mention that instructions to verify the transaction was notated on my account.  It was removed on the 9th after I made numerous calls on the 8th and the 9th which included disconnects and misdirection by employees at netspend.What employees at netspend continually refer to as inconvenience is blatantly wrong.  It is maleficence because their actions prevented me from the proper accessing of my account funds which I pay a monthly service charge for.  The employee that wrote this response obviously never read my complaint to the Revdex.com because I specifically stated that it was not simply a matter of the care being blocked, but the improper training and etiquette of more than a dozen staff members at netspend.  When he was reminded he said, "I will check into that."  If he has properly looked at the Revdex.com complaint he would have already been in the process of doing just that.  Also there was complete ignorance on his part that I had tried numerous times to update both address and phone with customer service which was improperly handled, so any failure to contact me came from poorly trained staff who did not follow up correctly on their jobs.  Netspend allows and encourages this environment which is not conducive to a helpful atmosphere for customers experiencing problems.  My third complaint to the Revdex.com was the procedure of blocking customers from speaking to the fraud department was ineffective.  I said earlier that customer service representatives have the discretion to make that connection but EVERY time I called in I was told this would not be possible.  So instead of using discretion to make that connection the customer service reps act as a wall to prevent such conversations from even taking place.regards,[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning authorized pending transactions made with her NetSpend card that she cancelled.  Ms. [redacted] is requesting for her funds to be made available as soon as possible.  On February 11,...

2016, Ms. [redacted] contacted our Customer Service Department to report that she cancelled two pending hotel charges on her account.  We requested Ms. [redacted] to send us proof of her order cancellation, but the documents we received were not acceptable to release the holds. On February 24th, I spoke with Ms. [redacted] to address her concerns and released the pending charges back into her available balance. Ms. [redacted] understands that releasing the charges is not a stop payment.NetSpend regrets any inconvenience Ms. [redacted] experienced while waiting for her funds to be available onto her card.  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

Tuesday, November 21, 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 complaint that no credit was received. After review, we’ve determined that her claim was handled correctly. We received supporting documentation from the merchant involved in Ms. [redacted]’ dispute claim that validated the transaction. On November 20, 2017 the results of our investigation was mailed to Ms. [redacted]. It should be received within the next five business days. As you requested we contacted Ms. [redacted] on November 17, 2017 via telephone. We emailed Ms. [redacted] on November 21, and provided her with further insight on the dispute process and outlined 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:
The documents submitted for [redacted] were fine.  In fact, it is no longer even necessary to add him as a user.  I  am fully aware of the terms of the card.  However. I called in to Customer Service prior to submitting any documents and I was advised to submit what was submitted.  Mr. [redacted] does not have a social security number.  Instead, the IRS issued him and ITIN.  So there is nothing fraudulent here.  It is this business just making a stupid and arbitrary decision.  I do not accept this!!!!
Regards,
[redacted]

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claim for unauthorized
transactions that she reported.  Mrs.
[redacted] is requesting to be reimbursed for the disputed transactions..  On September 2, 2015,
Mrs. [redacted]...

reported five unauthorized transactions from PayPal, T-Mobile and
DRI YAC. The transactions were pending and had not been collected by the
merchant at the time that she contacted our customer service to file a disputes
claim. As a result of the transactions being in a pending state, our customer
service was unable to file a disputes claim in our system.   Before the end of Mrs. [redacted]’s call, the pending
PayPal transaction posted to her account, and the customer service
representative was able to file a disputes claim on that transaction.  T-Mobile credited her account for two
transactions on September 8th.  Mrs. [redacted]’s disputes claim for the PayPal transaction was reimbursed
to her account on September 17th.  The remaining two transactions from DRI YAC antimalware were disputed by
Mrs. [redacted] on October 14th, and will receive an update by October
28th.  We spoke with Mrs.
[redacted] on October 20thto explain our disputes process, and address
her additional concerns..  We have
requested that the Disputes Department expedite her current claim.  When Mrs. [redacted] mentioned her recent breeches
with non NetSpend cards, we recommended she contact the Federal Trade
Commission (FTC).   She informed us that she contacted the FTC
after filing a police report.   NetSpend
regrets the inconvenience that Mrs. [redacted] experienced with her disputes claim.  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]
I am rejecting this response because: I already had an account with skylight back in 2014 for staff mark in city of Cincinnati. It was very up setting cause they customer service was very rude and not understanding and when requested to speak with a supervisor I was place on hold for about 4 mins and then got transfer to an automated system and didn't get to speak with a supervisor I should not have been treated this way 
Regards,
[redacted]

Thursday, June 11, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she sent documentation about her deposit, but the funds are not available on the card.  She wants her money.      As we stated in our previous response, Ms. [redacted]’s deposit was not received to her NetSpend card.  The document she sent to us did not include a trace number for an Automated Clearing House (ACH) deposit.  We informed her that the trace number did not contain enough digits for the ACH deposit.  We recommended she ask the sender about the method they used to deposit her funds.  NetSpend does not receive wire transfers or electronic checks.  NetSpend regrets any inconvenience Ms. [redacted] experienced while waiting on her deposit.  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 satisfactory to me.
Regards,
[redacted]

To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.We appreciate Ms. [redacted] additional comments.  We re-reviewed the claim using the information Ms. [redacted] provided us, and based on our findings, the claim was handled appropriately.   We spoke with Ms. [redacted] on October 13, to further address her concern and confirmed the results of our investigation.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

Tuesday, June 20, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on June 20, 2017 by way of telephone. We emailed her the details of the actions to resolve her complaint the...

same day. 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