Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he received an unsolicited NetSpend Card.  He states he does not appreciate the marketing measures of the card offer.  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 July 23, 2015, we reached out to Mr. [redacted] by email to confirm the closing of his account and provide some information on how the card offer was obtained. We have since removed his information from our records and closed out the card offer.  We regret any inconvenience Mr. [redacted] experienced as a result of this card offer.  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

Monday, June 5, 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 June 5, 2017 by way of telephone. We sent her an email detailing the actions taken on her account to resolve her...

concerns 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his refund check.   Mr. [redacted] contacted us on September 30, 2016, to activate his new NetSpend card, registered in his wife’s name, [redacted].  We informed him that Ms....

[redacted] was no longer eligible for NetSpend services due to a negative balance on a previous account she had with us.  Ms. [redacted] chose to close her account on October 4 and a check was mailed to her address on file.  She was informed it would take 10 business days to arrive.         On November 5, Ms. [redacted] contacted our Customer Service Department because she had not received her refund check.  We requested a stop payment on the check and updated her mailing address.  We also requested a second refund check to be sent to her updated address.   In response to her communication, a member of our Corporate Customer Response Team attempted to contact Ms. [redacted] to discuss her concerns, but were unable to speak with her. She will receive her refund check within 10 business days.   We apologize for the 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.   We have provided Ms. [redacted] with our contact information should she have any additional questions.   Thanks,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here...

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims.  On March 31, 2016, Ms. [redacted] contacted us to report that her card had been compromised and that an unauthorized transaction was pending to her account.  We...

immediately blocked the card to prevent any further unauthorized use.  We were unable to open a dispute claim immediately because the transaction was still pending.  To assist her with a dispute, we needed the transactions to first settle on the account.  On April 4, Ms. [redacted] contacted us to dispute the transaction with Champion Rental because it had posted onto her account.  We promptly began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions under Regulation E.  Due to the previous history Ms. [redacted] has with the merchant, we requested additional information for her explaining why the transaction was an error.  We reached out to Ms. [redacted] on April 8 and received additional information from her in order to continue our investigation. We also explained that the card she transferred her funds to is linked to a separate account, with its own fee plan. Because she was not aware of this we refunded the purchase transaction fees she was previously charged, and enrolled her in the monthly fee plan to avoid additional purchase transaction fees.  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 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, November 06, 2015To Whom It May Concern:We received complaint # [redacted] filed
with your office by [redacted].  Mr. [redacted] mentions that he purchased a
gift card for his wife, Judith [redacted], and she was unable to reach customer
service to activate it. She requests to have access to her...

funds.  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, 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 notify the consumer of this information
on the outside of our card packaging, along with the disclosure that our
product is not a gift card.On November 6, 2015, we spoke
with Ms. [redacted] concerning the options for her NetSpend card.  We
apologized for any inconvenience that she received while attempting to contact
customer service to activate her card.  We collected the missing
enrollment information from Ms. [redacted] and reversed all account maintenance fees
that were incurred.  At Ms. [redacted]’ request, we processed an account
closure and set the expectations to receive a refund check. 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
TeamNetSpend A TSYS Company

Tuesday, February 7, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.  On January 31, 2017, a person identifying himself as Mr. [redacted] contacted us to report that he did not receive his card in the mail. The caller...

then transferred the funds on Mr. [redacted] Card Account to another Card Account in his name.  Later that day, Mr. [redacted] contacted us to report an unauthorized transfer from his Card Account to another Netspend Card Account in his name.  We promptly opened a dispute claim and began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.  In response to his communication, we reached out to Mr. [redacted] on February 2, to assist with his dispute claim.  We notified Mr. [redacted] via email that the funds from the unauthorized transfer and the transfer fee have been placed back into his available balance.  We also corrected the zip code on his address according to the information he provided to the Revdex.com.  He will receive a new card in the mail within 1 – 2 business days.  We apologize for the service that Mr. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with.Mr. [redacted] has been provided with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Experience TeamNetspend, 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 is requesting for her card to be activated so she may deposit her money into her bank account. 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, 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.  In addition we inform the customer on the front of the package this is not a gift card.  Ms. [redacted] attempted to activate her NetSpend card on February 9th, 2016. She was under the impression that the card she was given was a gift card. Customer service offered an option to convert the card to Limited Use status, and she accepted on that same day.  Limited Use allows funds to be dispensed from the NetSpend card at the point of sale, using PIN and Signature transactions only. Once the funds are dispensed, the account will close and the card can be discarded. When the card is converted to Limited Use, it cannot be reversed.  We attempted to speak with Ms. [redacted] February 12th, but we were unable to reach her by phone or email.  We will address all concerns when she returns our call. NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to fully activate the 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 a rebuttal complaint # [redacted] filed with your office by [redacted]. Mrs. [redacted] states that NetSpend has no right to close her account because she has been divorced from her husband for thirteen years. As we stated in our last response, we received a Death Notification from the Social Security Administration (SSA) for Mrs. [redacted]’ husband. This type of notification blocks the account funds for 120 days or until the SSA notifies us of their intent. If the SSA deposited funds after the death of the beneficiary, they may ask for those funds to be returned to them. We received a deposit for her ex-husband with a settlement date of June 3rd in the amount of $610.00. Those funds have been rejected and sent back to the SSA. The remaining funds on Ms. [redacted]’ closed account will be mailed to her in a check on July 6th. NetSpend regrets the inconvenience that Mrs. [redacted] experienced as a result of the death of her ex-husband. 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

Wednesday, March 21, 2018 To Whom It May Concern: Thank you for forwarding the additional comments regarding Mr. [redacted] complaint [redacted] to us. Our Dispute Department re-reviewed Mr. [redacted] dispute claim and has determined that his claim is being handled correctly. As you requested, we addressed this matter directly with Mr. [redacted] on March 20, 2018 by telephone. We have requested for Mr. [redacted] to forward the additional information regarding his location during the disputed timeframe. This documentation will be reviewed 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

Monday, January 29, 2018 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 January 29, 2018 by way of telephone. We sent her an email detailing the actions to resolve her...

concerns. 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 fees he was charged for a new Netspend card account while waiting to receive his replacement card for his Turbo Tax account.  He’s requesting reimbursement of the fees he was assessed.On...

February 17, 2016, I spoke with Mr. [redacted] to address his full concerns including the reimbursement of the fees he was charged.NetSpend regrets the inconvenience Mr. [redacted] experienced with the initial use of his card and with the customer service he received.  We are reviewing his calls with our customer service and will take any appropriate action so this incident is not repeated.  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

Complaint: [redacted]
I am rejecting this response because:What kind of investigation did netspend do? Look at the piece of paper and said "everything looks to be in order."  Instead of digging a little deeper into the situation and actually making an effort to help protect their customers from fraud. As you, Mr. C[redacted]l, said it yourself that those were UNAUTHORIZED TRANSACTIONS.  Once you netspend people do some real investigation and find this case to be actual fraud, THEN I would be able to file a police report and take this matter to court so I can provide proof that I was frauded but since netspend found no errors,  that would actually go against me in court.  So all in all. Netspend is actually helping the team fraud.  Thank you netspend.  For doing all the worst thing possible.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check that has not been received. On April 3, 2015, our Risk Management Team closed Mr. [redacted] account because they identified risk factors associated with his activity/information.  These risk factors are not shared publicly for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend.   A refund check for the remaining balance was sent to the US Treasury, as they were the originator of the funds.We received confirmation that the funds were received by the US Treasury on April 20, 2015.  We advised Mr. [redacted] that he will need to work with the US Treasury to investigate his missing funds. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she could not access her account and expressed her dissatisfaction with our customer service. She wants her card cancelled, account closed, and a refund of her remaining account...

balance. Our Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking Ms. [redacted]’s account on July 4, 2015. We called her that day, and left a voicemail in efforts to confirm verification of an attempted transaction on her card. This was initiated as a security precaution due to the unusual account usage. We will comply with Ms. [redacted]’s requests, and a check will be mailed to her address on July 31st. On July 29, 2015, we attempted to reach Ms. [redacted] by telephone and email. NetSpend regrets the inconvenience that Ms. [redacted] has experienced while attempting to access her funds. She has been given my contact information should she have any further 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 a pending hold on
her  NetSpend account that has not been
released to the card balance.  She’s
requesting to have the pending transaction released.  On October 5,...

2015,
the merchant Howard Johnson initiated a transaction of $159.02 on Ms.
[redacted]’s NetSpend card.  The
transaction was pending at the time she contacted our customer service to request
the funds to be released back into her account.  As a result of the recent transaction being in a pending state, our
customer service was unable to release the funds without supporting documents
to confirm that the merchant would not be collecting the money. 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. Ms. [redacted] did not send the required documents to release the
transaction.  As is our policy for this
type of transaction, we automatically released the funds back to the card
balance on November 5th, due to the merchant not collecting the
funds after thirty days.  We spoke with Ms.
[redacted] on December 10th and informed her of the available funds.  We ordered her a replacement card since she no
longer had an active card on the account.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with
the pending transaction from the merchant Howard Johnson.  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

Friday, September 1, 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 September 1, 2017 by way of telephone. The email we sent Ms. [redacted] on August 28 and September 1,...

outlined our actions to resolve her concerns. 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 funds held on her
PayPal Prepaid MasterCard.  She’s
requesting the account to be restored and funds credited to the balance.  On
December 17, 2015, we spoke with Ms. [redacted]...

concerning the PayPal instant
transfer to her PayPal Prepaid MasterCard which is managed by NetSpend.   We explained the transfer limits of $300
daily and $2000 monthly.  We are still
assisting her with confirming the emails on both accounts match.  NetSpend
regrets the inconvenience that Ms. [redacted] experienced with our product.  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:
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] mentions that she experienced trouble accessing the $300.00 she loaded to her NetSpend card after a block was placed onto her...

account.  Ms. [redacted] is requesting for her funds to be made available as soon as possible.  On January 22, 2016, our system recognized Ms. [redacted]’s information from a previous account she had with us and a block was placed on her card.  Her account was reviewed and the restriction was removed on February 4th.  We spoke with Ms. [redacted] on February 4, 2016 and addressed her concerns.  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 Team NetSpend A TSYS Company

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she’s experiencing with obtaining information on where her refund check is located.  On January 22, 2016, we reach out to [redacted] at three telephone numbers associated with her account.  Unfortunately we have not had the opportunity to speak with her. We will address her concerns when she returns our call. The check we mailed to [redacted] address on December 9, 2015 has been cashed.  We emailed her a copy of the cashed check for her review.  We have left her voicemails with our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company