Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating a NetSpend card given to her son as a gift.  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 along with the statement that this is not a gift card.  On March 15, 2016, we spoke with Ms. [redacted] and addressed her concerns about the card given as a gift to her son.  The information she provided did not automatically approve in our system, so we offered her the option to convert her card to limited use and she accepted.   The Limited Use option is a method to obtain the funds on her account. Limited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactions. 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.  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 J[redacted] concerning a block on his account that was caused by a merchant refund. He’s requesting access to his funds.    Our Fraud Prevention Team regularly monitors account activity in...

order to provide a safe and secure product for all of our cardholders. On January 7, 2016, a systemic block was placed on Mr. [redacted] account after 42 Refund IE credited his card $1905.30. In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refund. This policy is in accordance with our responsibilities under the VISA processing rules. The merchant can also reverse the credit and issue the funds to Mr. [redacted] by another method of reimbursement.  A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originator. The originator would then apply the credit by other means. On February 2, 2016, we spoke with Mr. [redacted].  We informed him that we would call the merchant that issued the refund credits in an effort to resolve his account block.  After review, our Fraud Prevention Team removed the block on his account on February 3rd.  NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the block on his account. Additionally, we apologize for the inconvenience that he encountered with our customer service and are currently reviewing the call recordings to determine the appropriate actions that should be taken. He has my contact information should he have any further questions or concerns. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Friday, December 22, 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 December 22, 2017 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

Monday, August 15, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On May 31, 2016, Ms. [redacted] contacted us to dispute a transaction that posted to her account, because she had not received the product from the...

merchant. We immediately opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We concluded our investigation of Ms. [redacted] dispute claim on June 14 and no credit was issued because we did not find that an error occurred. We received supporting documentation from the merchant involved in Ms. [redacted] dispute claim that validated the transaction. In response to her communication, we reached out to Ms. [redacted] on August 12, but unfortunately, we have not had the opportunity to speak with her. On August 13, the documents provided by the merchant, and a letter detailing the results of our investigation, was emailed and mailed to her address on file. She should receive the documents in the mail within ten 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions her inconvenience of filing a disputes claim, and her account being closed by NetSpend. She’s requesting the remainder of her funds from her account. Our Risk Management Team...

regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of Ms. [redacted]’s account on August 13, 2015. Ms. [redacted] is no longer eligible for NetSpend services as a result of the risk factors. A check for her remaining funds will be mailed to the address on file on August 21st. NetSpend regrets any inconvenience that Ms. [redacted] experienced as a result of her account closure. 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 14, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her direct deposit. On January 23, 2017, Ms. [redacted] attempted to activate her new Card Account.  Our system recognized that she had a previous negative...

balance and we automatically blocked the Card Account until the issue could be resolved.  An email was sent to our Recoveries Department to review Ms. [redacted] prior Card Accounts.  We received a direct deposit from Ms. [redacted] employer on February 7, but could not post it due to the block on her Card Account.  The direct deposit was returned back to Ms. [redacted] employer on February 11. In response to her communication, a member of our Corporate Office spoke with Ms. [redacted] on February 14, and advised the block has been removed from her new Card Account.  We also provided the return trace number for her direct deposit that was sent back to her employer.  We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Experience TeamNetSpend, a TSYS Company

Thursday, June 11, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that her card was declined and the activity alerts were not working.  She wants her funds transferred to another bank.  NetSpend apologizes for...

the difficulty Ms. [redacted] and our other cardholders experienced using their cards for two hours on the morning of June 4, 2015.  We experienced a brief outage of our systems.  We corrected the problem as expeditiously as possible.  Ms. [redacted] was able to complete a transaction on her card at 7:11 central standard time that same morning.  We regret the inconvenience Ms. [redacted] went through during the morning of June 4th.   We 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 a NetSpend card he purchased as a gift.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. 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.On May 24, Mr. [redacted] contacted us to activate his card.  Our Customer Service Department completed the activation and advised Mr. [redacted] of the fees associated with the card.Upon receipt of his complaint, we attempted to contact Mr. [redacted] on June 13, but did not have the opportunity to speak with him. Mr. [redacted] responded via email requesting to close his account and have any remaining funds mailed to his address on file in the form of a check. He should receive this check within 10 business days. 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]. Mr. [redacted] states that his card would not activate due to the address not matching our system. He wants the $250 refunded immediately. 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 residential 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. On July 10, 2015 we attempted to reach Mr. [redacted] by telephone and email. When we tried to verify the information he provided for card activation, the address reflected a business or post mailbox. We required a physical address for the listed account information. The address provided in the Revdex.com complaint does not match the one given for card activation. We await his return call so we can go over the options for him to receive his funds. NetSpend regrets the inconvenience that Mr. [redacted] experienced while trying to activate his card. 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

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, as the card has been activated.
However, I will never purchase another PayPal Prepaid card again and will certainly tell all my acquaintances about my negative experience.
Regards,
[redacted]

[redacted]:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
To whom it may concern, I was contacted by Netspend regarding my dispute filed on 5/16/2016 for the amount of 858.06. I am...

pleased to say that they refunded my money and closed the dispute. They handled this problem very quickly and helped me make my account safer for the future. Thank You for your help in making the progress quicker than I believe it would have been had you not helped me file a complaint! 
Regards,
Michael Murphy

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she received a MasterCard in the mail ready to be activated. She does not want any more cards sent to her address. 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 7, 2015, we spoke with Ms. [redacted] and she informed us that someone from corporate already assisted her in blocking the information used to send the card offer. We reiterated the card could not be activated unless other information is provided. We regret any inconvenience 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 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 okay with me expect that I wasn't contacted until after I filed the Revdex.com complaint 
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her Netspend 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.    A member of our Corporate Response Team spoke with Ms. [redacted] on March 29, to discuss the activation of her card account.  Ms. [redacted] requested a refund check for the remaining balance, because the card could not be used for the original purpose.  We refunded the cost of the Card Account purchase in the retail store.  We also closed the Card Account and informed Ms. [redacted] that she will receive the refund check mailed to her address on file.  She should receive it within ten business days.    We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures.   We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter.    Thank you,   [redacted] Customer Experience Specialist Netspend, a TSYS Company

Wednesday, December 30, 2015 To Whom It May Concern: We received complaint # 11011324 filed with your office by [redacted] concerning the inconvenience she experienced with activating her 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.  On December 23, 2015, Ms. [redacted] called our customer service to activate her new card.  When prompted to provide her enrollment information, Ms. [redacted] refused. She later attempted to register her card online and provided her deceased mother’s identifying information in efforts to activate her card, resulting in our system blocking her account.  On December 30, 2015, we requested documentation from Ms. [redacted] in order to issue a refund check, but she refused.   Ms. [redacted] accepted the option of converting her account to limited use and we advised that once she dispensed the funds, the account would be closed. NetSpend regrets the inconvenience Ms. [redacted] experienced while we verified her identity.  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 complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her Ace Elite card.  We offer an upgrade to the Ace Elite® card for eligible cardholders.  The Ace Elite Card account has our best features, such as the...

optional Fee Advantage? Plan at the discounted rate of $5.00 per month. The Fee Advantage Plan gives cardholders the ability to make unlimited purchase transactions in the U.S., without incurring additional fees.  In order to qualify for the upgrade, the cardholder must receive at least $500.00 in direct deposits to the account in any one calendar month.  Ms. [redacted] purchased her Ace Elite card at Ace Cash Express on July 10, 2014. At the time of her card activation, Ms. [redacted] did not choose a fee plan and her account defaulted to the Pay As You Go plan.  Since the card activation, Ms. [redacted] has frequently logged into her online account center.  The online account center displays any transaction fees incurred on a card and also allows cardholders the ability to change their fee plans.  On January 26, 2016, Ms. [redacted] changed her fee plan from Pay As You Go to the Ace Elite Fee Advantage plan.  On April 4, we received a request from Ms. [redacted] to close her account.  We spoke with Ms. [redacted] on April 14 and apologized for any misunderstandings about the Fee Advantage Plan option.    A courtesy credit was applied to Ms. [redacted] account and mailed to her in the form of a refund check.  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:I didn't request anyone to use my card. I have lost all that money and the company just doesn't get the fact that I didn't use my card at all, because I lost the card.Hoping this matter gets resolved and the money that was lost to me by unauthorized access does finally get put back into my netspend account asap.I will not let up without a proper fight to get the money back that was lost.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her son received an unsolicited Brink’s Prepaid MasterCard offer. She‘s requesting that we don’t send card offers going forward, and wants to know how we obtained her son’s...

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. The primary cardholder must be at least 18 years of age. On August 7, 2015, we reached out to Ms. [redacted] by telephone and email. We informed her that our system has been updated to block the name and address that we received to send the card offer to her son. A request to our marketing department has been sent out for the specific source information as to how Ms. [redacted]’s son’s information was obtained. When we receive an update from our request, we will relay it directly to Ms. [redacted]. We apologize for any inconvenience that Ms. [redacted] has experienced as a result of the card offer that was sent to her son. She has been given our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized transaction on her account. On March 8, 2016, Ms. [redacted] noticed an unauthorized charge from DIRECTV on her Netspend card and contacted us on to open a dispute claim....

 Ms. [redacted] had previous authorized transactions with the merchant, but stated she did not give consent to being charged again. On March 8th, our Corporate Office spoke with Ms. [redacted] to address her concerns and explain the disputes process.We apologize for the inconvenience that Ms. [redacted] experienced while waiting for her dispute claim to be resolved.  She has been given our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] regarding an email she received stating that she would be given a credit for her disputed transfers in two business days.  She’s requesting a refund for the transferred funds.  Our Disputes Department updated her claim on February 3rd with no error found.  The claim is closed and no credit issued.  They have reviewed the letter sent to Ms. [redacted] and it did not guarantee the disputes claim would be decided in her favor.   NetSpend regrets the inconvenience that Ms. [redacted] went through while waiting for her disputes claim to be resolved.  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