Realcor Developments Ltd.

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. We contacted Ms. [redacted] on September 25, 2017 to discuss her open dispute claim, direct deposits, and the temporary restriction on her account. Our records show that Ms. [redacted] has received direct deposits from her...

employer, [redacted]’s Indiana, on September 01, 2017, September 08, 2017, and September 15, 2017. Our records show that Ms. [redacted] contacted us on September 08, 2017 to release a pending transaction from Sling.com. We released the transaction back into Ms. [redacted]’s available balance that same day and advised that this was not a stop payment. We explained that if the merchant collected the transaction at a later time that a dispute claim would need to be opened to investigate the transaction with the merchant. Sling.com later collected the transaction on September 10, 2017. Ms. [redacted] contacted us on September 12, 2017 to open a dispute claim for the unauthorized transaction made with her card. We immediately blocked the card involved to prevent any further unauthorized use and began our investigation of her claim. An update concerning the investigation of the claim will be available to Ms. [redacted] by October 11, 2017. Our Risk Management Team placed a temporary restriction on Ms. [redacted]’s account on September 13, 2017 because we detected suspicious activity. For the protection of her account, we asked Ms. [redacted] to provide copies of her identification documents to validate her identity. On September 25, 2017, September 26, 2017 and September 29, 2017 our Risk Management Team attempted to call Ms. [redacted] at the phone numbers on her account to validate her identity but have been unable to reach her. We sent her an email containing our Risk Management Team’s phone number so that she could call us and complete the verification. Because of the suspicious activity identified, it is urgent that we speak with Ms. [redacted] as soon as possible. We’ve made multiple attempts to reach her but have been unsuccessful. 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 her to be connected with [redacted] or our Fraud Department to further assist her with this matter.  Thank you, [redacted] Customer Experience Director Netspend, a TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend card.  She’s requesting to be reimbursed $61 that she loaded onto the card.  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 or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. This information can be found on the outside of our card packaging.  Ms. [redacted] purchased her NetSpend card on January 15, 2016. Additional information was needed to fully activate her account, and our customer service requested for Ms. [redacted] to send in identity documents.  We received acceptable documents to approve her account two days later.  We reached out to Ms. [redacted] by telephone and email on January 19th.  We have not had the opportunity to speak with her, but will assist with her concerns when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to activate her card.  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] concerning PayPal instant transfer. On June 17, 2016, Ms. [redacted] attempted an instant transfer from her PayPal account to her PayPal Prepaid MasterCard. The transfer failed because our system was experiencing...

technical difficulties. The transfer feature was functioning again on June 19. We spoke with Ms. [redacted] on June 20 about her PayPal transfers. We apologized for any inconvenience she experienced during the service interruption. We also assisted her with three pending hotel authorizations on her 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

Friday, May 19, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint # [redacted] to us. We were unable to locate his account or research the complaint using the information provided. We attempted to reach Mr. [redacted] by phone and email on May 12 and May 19, 2017,...

but unfortunately, were unable to speak with Mr. [redacted]. His case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. [redacted] will attempt to reach Mr. [redacted] again on May 22. 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 26, 2017To 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 April 26, 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 an IRS scam he fell victim to.  He’s requesting to be reimbursed for the funds that he loaded onto several prepaid PayPal cards.  We spoke with Mr. [redacted] on February...

11, 2016 to address his recent experience regarding the prepaid PayPal cards that he purchased. Mr. [redacted] advised that he received a phone call from someone that claimed to be from the IRS. He stated that the individual told him to purchase 6 prepaid PayPal cards, load funds onto each of the card accounts, and provide the card numbers to them. Mr. [redacted] stated that the individual threatened to send law enforcement out to arrest him if he didn’t comply with their instructions. The 6 prepaid PayPal MasterCard accounts have been closed by our Risk Management Team. Each card account is associated with a different name and address than what Mr. [redacted] provided. The individual that Mr. [redacted] provided the card numbers to dispensed the funds within minutes of obtaining the card information, leaving a zero balance on each card account.  When we spoke with Mr. [redacted] on February 11th, we suggested for him to contact his local police department to file a report about the fraudulent activity that he experienced. We also recommend that he contacts the Federal Trade Commission (FTC) at [redacted]. The FTC will aid Mr. [redacted] on how to report ID theft to the major credit bureaus, FTC, police, and affected financial institutions. Unfortunately we’re unable to dispute the transactions on the 6 card accounts, as a result of Mr. [redacted] having no knowledge of the accounts being opened without his information. This procedure is in accordance with the Federal Reserve’s Regulation E Guidelines. We apologize that Mr. [redacted] is a victim of this unfortunate fraudulent act. We have provided him 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]’s complaint 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 complaint that credit was not provided. After review, we’ve determined that her claim was handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on October 24, 2017 by way of telephone. We provided her with further insight on the dispute process. Thank you for bringing this matter to our attention. 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 claim. On September 13, 2016, Ms. [redacted] reported unauthorized ATM transactions that posted to her account. We immediately blocked her card to prevent any additional...

unauthorized use and ordered a replacement card.  We promptly opened a dispute claim and began our investigation.  We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.On September 27, we concluded our investigation with no credit being issued to Ms. [redacted] 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.  A member of our Corporate Response Team spoke with Ms. [redacted] on October 31, to discuss the results of her dispute claim. Ms. [redacted] stated that she gave her card to her son authorizing him to withdraw funds for her, but the funds did not dispense. We requested Ms. [redacted] send us a letter explaining this; however, Ms. [redacted] letter of dispute maintained that the transactions were unauthorized. We re-reviewed the claim using the information Ms. [redacted] provided us, and based on our findings, the claim was handled appropriately. A letter detailing the results of our investigation was emailed to Ms. [redacted] on September 28. 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:Netspend failed to note that it took 3 days and on the 4th morning they contacted me. I paid the balance off the same day I activated the new card. Which they also fail to mention. A $25 credit seemed almost offensive, give I spent 8+hrs on the phone, was hung up on and even left on hold for 3hrs with a so called supervisor. Then to close the other acct and mail me a refund they wanted 5$ to process the check even though I'm not requesting a check its just the only way they allow you receive your funds after you close an acct. I won't continue business with netspend and I will be sure to voice my opinion to others about the level of service they offer to their customer. 
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 complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her 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 on an account.On March 14, 2016, Ms. [redacted] opened a dispute claim for transactions by Baymont Inn Suites where she stayed. Because this is a new account, her update would be provided in 20 business days, April 11th. On March 17th, I spoke with Ms. [redacted] to address her concerns and explain the disputes process.Netspend regrets any inconvenience that Ms. [redacted] has experienced regarding the timeframe for the disputes process. She has 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 NetSpend cards that she did not request that were mailed to her address. She’s requesting for NetSpend to stop sending her cards and to know how we obtained her information.  NetSpend...

works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card. On February 9, 2016, we reached out to Ms. [redacted] by telephone and email.  We have not had the opportunity to speak with her, but will address her concerns when she returns our call. We have canceled the card offer that was sent, and have updated our systems to prevent future card offers from being mailed to her address.  Additionally, we have submitted a request to our Marketing Department in order to confirm how Ms. [redacted]’ name and address were obtained. We will convey that information to her once it is received.  We regret any inconvenience that Ms. [redacted] experienced as a result of this card offer. She has been given 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 funds from her NetSpend
account that have been returned to the US treasury.  She’s requesting information about her refund.  Our Risk
Management Department received confirmation from the US Treasury that they
received the funds from Ms. [redacted] account on October 1, 2015.  The Accounting Department has reported that
check has not been cash as of December 17th.  We are currently following up the US Treasury
to determine if they need the check to be resent on December 18th.  We provided them the check number and the
amount of the check.  When they finish
their research we will convey the results to Ms. [redacted].  The Veterans Assistance Commission Program
(VACP) will make the final determination regarding who receives the remaining
funds.  NetSpend
regrets the inconvenience that Ms. [redacted] experienced with the funds that
were returned to the US Treasury. 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]. The matter is not yet fully resolved; therefore, I can not say say whether or not I am satisfied.
Regards,
[redacted]

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he is not accepting our response because he was locked up at the time of charges on his card. On June 10, 2015, we communicated with Mr. [redacted] concerning his incarceration during the timeframe his card was used for unauthorized transactions. When he emails us documentation showing the duration of his internment, we will review its relevance to his disputes claim. NetSpend awaits the release papers from Mr. [redacted]. 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

Thursday, December 10, 2015To Whom It
May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning access to the funds
she loaded on to her NetSpend card.  She’s requesting the funds to be released to her.  Our Fraud
Prevention Team regularly monitors...

account activity in order to provide a safe
and secure product for all of our cardholders.  Ms. [redacted]’s account was blocked by the Fraud Prevention Team on
December 3, 2015, due to certain factors that required her identity to be
validated.  We requested documents to
validate her identity when she called in to inquire about her account.  Unfortunately, the documents we received were
not sufficient to remove the account block or send the remaining funds to Ms.
[redacted].  We spoke with Ms. [redacted] and provided
her with a list of acceptable documents to remove the account block on December
8th. The acceptable documents were received on December 10th and the block was removed.  NetSpend
regrets the inconvenience that Ms. [redacted] experienced as a result of the
account block. 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

Thursday, March 02, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the transfer of funds from his Card Account.   On February 22, 2017, Mr. [redacted] contacted our Customer Service Department to transfer funds from his Card...

Account ending in [redacted] to his Card Account ending in [redacted].  We assisted Mr. [redacted] with the transfer of $1,500 and informed him to contact us back within 24 hours to help him initiate a second transfer.  Mr. [redacted] reached out to us the next day and a transfer of $1,000 was completed.  On February 25, Mr. [redacted] attempted another transfer, but was informed he had reached the 7 day transfer limit.A member of our Corporate Office contacted Mr. [redacted] on March 1 to assist with transferring his funds.  Our records show Mr. [redacted] was able to initiate an additional transfer of $1,000.  As a courtesy, we have reimbursed the transfer fees he was assessed to move the funds. We apologize for the poor service that Mr. [redacted] experienced with our Customer Service Department.  We have reported these incidents to the management staff of the customer service agents he spoke with.We provided Mr. [redacted] with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Senior Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:   Thank you for forwarding Mr. [redacted]’ complaint # [redacted] to us.   We reviewed Mr. [redacted]’ account and determined his dispute claim is being handled appropriately.      We validated that Mr. [redacted]’ card is no longer active and cannot be used...

for additional unauthorized transactions.   We are sorry to hear that Mr. [redacted] had a bad experience with our Customer Service Department. We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures.   We attempted to reach Mr. [redacted] by phone on June 19, and 22, 2017, but unfortunately, were unable to speak with him. We emailed Mr. [redacted] on June 22, outlining the actions we took to resolve his 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

Wednesday, April 11, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint [redacted] to us. The offer and accompanying disclosures mailed to your child were distributed in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (12 CFR...

1005.5(b)). No account or card in your child’s name has been activated as part of this offer. The offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactions. No credit report has been or will be obtained in connection with the offer, and the offer does not have any effect on your child’s credit. Netspend relies on affiliate marketing services as a source for reaching potential new customers and your child’s information was acquired through these business relationships. Your child’s name and address were provided to this third party, and that information was opted in to receive offers and marketing materials from the third party as well as any third party with whom they choose to share the information. Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from consumers that indicate they are 18 years of age or older, and have received permission to share it with us. Steps are taken through the identification process to further ensure that a person under 18 cannot activate the offers. The offer is not active and cannot be used unless activated. During activation Netspend verifies the identity of the person activating the offer (including asking for a Social Security number) to ensure that the card offer can only be used by the intended recipient, and that the person activating the offer is at least 18 years old. If the recipient’s identity cannot be verified or they are under 18, the activation attempt is rejected. As you requested, we addressed this matter directly with Mr. [redacted] on April 10, and 11, 2018, by telephone. We emailed Mr. [redacted] the details outlining our actions to resolve his complaint on the card offer sent to his daughter. 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 her dispute claim.   On March 24, 2017, Ms. [redacted] logged into her online account center and reported unauthorized transactions that posted to her Card Account. We immediately...

blocked her Card to prevent further unauthorized activity. We promptly opened a dispute claim and began our investigation.  We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.   We concluded our investigation on March 31, with no credit being issued to Ms. [redacted]’s Card Account because we did not find an error occurred. We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions.  A letter detailing the results of our investigation was mailed to Ms. [redacted]’s address on file. She should receive this letter within ten business days.   A member of our Corporate Response Team spoke with Ms. [redacted] on April 06, and discussed the results of her dispute claim.  We informed her the details of the investigation will be mailed to her address on file.    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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard offer she received in the mail. 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. 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 offer can only be used by the intended recipient. If the recipient cannot be verified, then the offer cannot be activated. In response to this communication, we permanently blocked the card offer on June 30, 2016. Additionally, we have submitted a request to our Marketing Department to provide information concerning how her name and address was obtained. We will provide Ms. [redacted] with this information once it is received. We have also removed Ms. [redacted]’s name and address from our mailing list and she should not receive any future offers from any NetSpend managed programs. Ms. [redacted] has been provided our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company