Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On March 21, 2016, Ms. [redacted] contacted us to dispute several unauthorized transactions that posted to her account.  We immediately blocked her card to prevent any additional unauthorized use.  We opened a dispute claim and began our investigation. On April 4, we concluded our investigation with no credit being issued to Ms. [redacted]’ account because we were unable to determine an error occurred.  A letter explaining the dispute decision has been mailed to the address on file. On April 25, Ms. [redacted] responded to our conclusion and supporting documents sent to her, but she did not provide any details regarding her concern.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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced after filing a disputes claim for unauthorized transactions made on her account. She’s requesting reimbursement of late fees that were incurred as a result...

of her cards being blocked. On December 8, 2015, Ms. [redacted] disputed two unauthorized transactions through the online account center that occurred on her NetSpend card from [redacted] for $39.95 each. We informed her that an update would be provided within ten business days, December 9th. As a courtesy, a provisional credit was issue at the time she disputed the transactions. The next day our Disputes Department provided an update that Ms. [redacted]’s claim was still being researched, but would be resolved by January 25, 2016. No further action will be required as long as the claim is successful since Ms. [redacted] has already received a provisional credit for the disputed amount. 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 account on December 30, 2015. She is no longer eligible for NetSpend services as a result. The factors that lead to the account closure are kept internal for security reasons. A check for the remaining funds on the account has been mailed to her address, and Ms. [redacted] will receive it within ten business days from the account closure date. We reached out to Ms. [redacted] on January 14, 2016, but unfortunately we have not had the opportunity to speak with her. We will address her concerns when she returns our call. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the closing of her account. 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] concerning the inconvenience he experienced with activating  his NetSpend card.  He’s requesting a full refund for the purchase of 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.  We reached out to Mr. [redacted] on February 18th and 25th, but unfortunately, we have not had the opportunity to speak with him about the options for his card refund.  We will assist him when he returns our call.  NetSpend regrets the inconvenience that Mr. [redacted] experienced with activating his 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:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions the inconvenience that she’s experienced while attempting to receive a new card to her current address. She‘s requesting for someone in the corporate office to contact her in efforts...

to resolve her concern. On August 9, 2015, Ms. [redacted] contacted our customer service and requested to order a new card. Our customer service failed to confirm if the card was going to a different address than what was presented on file, and consequently the card was mailed to Ms. [redacted]’s old address. Since the first card was never activated, we blocked it on August 20th and rushed another card to Ms. [redacted]’s updated address. That card was blocked by her through the online account center on August 22nd. We expedited a third card to Ms. [redacted] on August 24th. She received that card and activated it on August 27th. We reached out to Ms. [redacted] by telephone and email, but have not had the opportunity to speak with her. We appreciate her for being a loyal user with NetSpend, and have issued her a courtesy credit for the inconvenience that she’s experienced. We have also provided 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 a block on his account
that was caused by an unusual transaction. He’s requesting for his account to
be unblocked and a different method to be used to detect fraudulent activity.  ...

Our Fraud Prevention Team regularly
monitors account activity in order to provide a safe and secure product for all
of our cardholders. On December 4, 2015, a systemic block was placed on Mr.
[redacted]’s account due to an attempted transaction that required verification by
the Fraud Prevention Team.  Because we
could not reach him to confirm the transaction in question, his account was
notated with instructions to verify the unusual transaction and update his
contact information.  The transaction was
confirmed by Mr. [redacted] on December 9th and the restriction was
removed from the account.On December 18th, we reached
out to Mr. [redacted] by telephone and email.  We have not had the opportunity to speak with him yet, but will assist
with his concerns when he returns our call. NetSpend regrets the inconvenience
that Mr. [redacted] experienced as a result of the block on his account.  We strive to prevent fraudulent activity and to
protect our cardholder’s funds.  We hope
Mr. [redacted] can appreciate our efforts.  He has been provided with my contact information should he have any
further 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]Netspend did resovle the matter in a timely manner

Monday, May 9, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a refund for a NetSpend card.  We are required 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 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 this is not a gift card. A check was mailed in the name of [redacted] relative on April 14, 2016, to the address on the account.  She responded to our email on May 2, to inform us that the check had not been received.  On May 9, we canceled the check and returned the funds back to the card.  We converted the card to “limited-use” which allows the card to be used for in store purchases only.  Once the funds are used, the card can be destroyed. [redacted] has been provided my 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 his dispute claim.  On February 18, 2016, Mr. [redacted]’s information was verified and his NetSpend account was approved.  The first deposit or cash load to the account was on July 14,...

he received funds transferred from another NetSpend account to his. On July 21, Mr. [redacted] contacted our Customer Service to dispute an ATM transaction that did not dispense the funds he requested.  We immediately opened a dispute claim and began our investigation. We informed Mr. [redacted] of the investigation timeframes afforded under Regulation E. A member of our Corporate Response Team reached out to Mr. [redacted] on July 22 regarding his concerns about the timeframe for the next claim update. NetSpend’s dispute resolution process is in accordance with the Federal Reserve’s Regulation E guidelines. Per the regulation, we have 10 business days to complete an initial review of the claim.  If we need more time, then the customer becomes eligible for a provisional credit, while we continue our investigation. The timeframe for an initial review and provisional credit eligibility on new accounts, is up to 20 business days. An account is considered new, when the disputed transaction(s) occur within 30 days of the first deposit or cash load to the account. We sincerely apologize if this information wasn’t provided to Mr. [redacted]. After further review, Mr. [redacted] understands that he will receive an update on his claim on August 4, by 5pm (CST) and this is 10 business day timeframe. We apologize for the poor 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.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] concerning a card offer that her child received. She’s requesting for her child’s information to be removed from our system. 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. During activation, NetSpend 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 offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved in the offer or activation.  We do not know the age of the recipient until activation.  We sent communications to Ms. [redacted] to obtain the necessary information to locate the card offer she is referencing.  Once she provides us with the information that we’ve requested, we will be able to assist with her requests.  NetSpend regrets the inconvenience Ms. [redacted] experienced as a result of her child receiving our 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

Tuesday, November 08, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her NetSpend card. On November 3, 2016, someone claiming to be Ms. [redacted] reported the card ending [redacted] to be lost/stolen.  We promptly blocked the card to...

prevent unauthorized account activity.  A new card was ordered and Ms. [redacted] was informed it would arrive within 7-10 business days.  In response to her communication, we spoke with Ms. [redacted] on November 4.  We expedited a new card to her address on file and waived the shipping cost.  The card was delivered on November 8. 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.Ms. [redacted] has been provided 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: I am actually still attempting to find out where my money is, I have left several voicemail's and have sent several emails and have not been able to get anyone to respond to me. I have not heard from Mr. [redacted] since July 19th, and he assured me that this had been taken care of, yet nothing has been resolved. I did hear from someone yesterday, but that was only after I stated that I was going to let the Revdex.com know that this had NOT been resolved, but basically all that he could tell me was that the check had been cut and had been mailed out, but he did not know when I would receive it. When I ask what would happen if I did not receive the check, I was told a check would be "expedited" to me. Not really sure why this was not something that they were able to do for me the first time, especially considering the circumstances, but they have been less than understanding. 
Regards,
[redacted]

Thursday, August 25, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard offer he 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.A member of our Corporate Response Team spoke with Mr. [redacted] on August 25, 2016, regarding the card offer he received. At his request, we permanently blocked the card offer and removed his information from further marketing offers for Netspend products. Additionally, we have provided Mr. [redacted] with a letter that confirms this information.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: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on March 1, 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

Wednesday, August 31, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning fees on her account. On September 24, 2014, Ms. [redacted] received a pay-card from her employer, Saint Louis Board of Education. A packet was delivered with the card...

containing the Terms and Conditions and the Fee Schedule for card usage. The Fee Schedule list all associated fees the customer is charged while using the card. The Card Terms and Fee Schedule are also viewable online at www.skylightpaycard.com. Ms. [redacted] contacted our Customer Service Department about the PIN transaction fees on August 28, 2016, we informed her that the transaction fees are part of the Fee Schedule agreement between her employer and Skylight Financial. As a courtesy, all the PIN transaction fees for the last 90 days have been credited back to her account. In response to this communication, a member of our Corporate Response Team reached out to Ms. [redacted] on August 30, but unfortunately, we have not had the opportunity to speak with her. We mailed a copy of her Card Terms and Fee Schedule to the address on file. We extended additional courtesy to Ms. [redacted] account and credited the remaining PIN based transaction fees. 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

Complaint: [redacted]
I am rejecting this response because: the funds have not been returned, and I have not received a letter. I was informed the dispute was reopened. Will not accept anything until I have my money back!! It’s been almost a month. Totally uncalled for. Netspend always has and always will be a horrible company. Has I known paypal worked with them. I never would’ve placed my money in their greedy hands. This happened before when I had a netspend card and I closed the account after finally getting my money. I want my money. Not another dispute . There’s morning to dispute my money disappears & I never received the goods or services I allegedly purchased. 
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by Heather [redacted] concerning a request to transfer funds from her new account.  Ms. [redacted] requested the funds transfer to be completed as soon as possible so she can access her funds. NetSpend has security...

procedures in place for the safety and protection of our cardholder accounts, which include limitations on funds transfers for a new account when the cardholder has not activated their card yet. On July 20, 2016, Ms. [redacted] contacted our Customer Service Department requesting to transfer fund she received via direct deposit from her new account to her existing account, she was advised she would need to wait until her new card was activated. A member of our Corporate Response Team reached out to Ms. [redacted] on July 25 to address her concerns. We transferred all of Ms. [redacted]’s funds to her active account and waived all fees.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to transfer money between her accounts. 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 the funds on her 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. The card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing. We notify the purchaser underneath the card price that this is not a gift card.    In response to her communication, a member of our Corporate Response Team attempted to contact Ms. [redacted].  Unfortunately, were unable to speak with her to address her concerns. Ms. [redacted]’s account was approved on November 18, 2016 and has access to her funds.  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 Team NetSpend, A TSYS Company

Tuesday, September 26, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. 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. As you requested, we addressed this matter directly with Mr. [redacted] on September 26, 2017 by way of telephone. The email we sent Mr. [redacted] on the same day outlined our actions to resolve his concerns. We have also removed Mr. [redacted]’s son’s name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs. We submitted a request to our Marketing Department to provide information concerning how the name and address was obtained. We will provide Mr. [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

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] handled my complaint with professionalism courtesy and the upmost respect. He did reverse the overdraft fees. He and I came to an understanding about future purchases/fees. I WAS VERY WELL PLEASED. 
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a Netspend Prepaid MasterCard 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.   A member of our Corporate Office reached out to Ms. [redacted] on March 10, 2017 to discuss the card offer she received.  We permanently blocked the card offer and 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.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company