Realcor Developments Ltd.

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] Escoto concerning the inconvenience she experienced with her dispute and the closure of her account. On March 6, 2016, Ms. [redacted] disputed twenty-six unauthorized PIN and signature based transactions that occurred on her NetSpend card through the website, www.netspend.com. Our Disputes Department closed her claim on March 18th and issued a full credit for all disputed charges.  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. Escoto’s account on March 18th.  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 her account was mailed to her address on March 23rd.  We reached out to Ms. [redacted] on March 30th, but unfortunately, we have not had the opportunity to speak with her. We have been responding to her emails and will further 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 Team NetSpend A TSYS Company

To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning a dispute claim on his  account.We understand how frustrating it can be to experience unauthorized charges.  We have re-reviewed Mr. [redacted] dispute claim upon receipt of his additional comments.   We confirmed that the dispute claim was investigated properly and that we did not find that an error occurred.  Documentation detailing the dispute investigation was sent to Mr. [redacted] on June 3. 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

Wednesday, June 15, 2016   To Whom It May Concern:   We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    We appreciate Ms. [redacted]’s additional comments.  We re-reviewed her account based on the information she provided and confirmed that the investigation was handled properly.  We did not find that an error occurred based on the documentation provided by the merchant, validating the transactions were authorized.   We apologize that Ms. [redacted] did not receive this documentation when she first requested it.  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 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, a member of our Corporate Response Team spoke to Ms. [redacted] and informed her we permanently blocked the card offer on September 26, 2016. Additionally, we have submitted a request to our Marketing Department to provide information concerning how her name and address were obtained. Once this information has been received, it will be conveyed to Ms. [redacted].     We have also removed Mrs. [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 Team 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]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with receiving his NetSpend card.  He’s requesting a card to be shipped to him.  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.  Mr. [redacted] ordered a NetSpend card on January 25, 2016 through our website, [redacted]. Additional information was needed to fully activate his account, and when he contacted our customer service on February 12th, they requested for Mr. [redacted] to send in identity documents. Since his account was never fully approved, no card was shipped to his address.  When he provides the required documents for approval, we will mail him a card. On February 19, 2016, we reached out to Mr. [redacted] by telephone and email, but unfortunately, we have not had the opportunity to speak with him.  We will be happy to assist him further when he returns our call.  NetSpend regrets the inconvenience that Mr. [redacted] experienced while attempting to activate his account.  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:Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on August 22, 2017 by way of email.  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 AnalystNetspend, a TSYS Company

Monday, May 8, 2017 To Whom It May Concern:Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on May 1, 2017 by way of telephone. We also emailed him results of his dispute claim on May 1, and May 8. 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 a block on her account. Our Risk Management Team regularly monitors cardholder accounts in order to provide a safe and secure product for all of our cardholders. On February 20, 2016 a...

block was placed on Ms. [redacted] account with the request that she send us documents to verify her identity. On April 11th, I spoke with Ms. [redacted] about her accounts.  She requested to close her accounts in lieu of providing her identification documents.   Refund checks were requested for all of her accounts and should be received within 10 business days.Ms. [redacted] 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 the inconvenience she experienced with receiving a refund check for an account she requested to be closed.  As a money service provider, 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 will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. This information is displayed on the outside of our card packaging.  On March 8, 2016, Ms. [redacted] attempted to activate her NetSpend card, but the information she provided was not able to be verified.  Our Customer Service representative informed her that she would need to send identity documents so we could manually approve the account.  Ms. [redacted] elected to have the card converted to ‘Limited Use’. ‘Limited Use’ allows the card to be used for in store purchases.  Once the funds are used on the card, the account can be closed.  Ms. [redacted] called back on March 16th and requested to close the account and to mail her a check for the remaining card balance.  The check was mailed to her address on March 18th.  She later informed us on March 31st that the check had not been received.On April 5th, we spoke with Ms. [redacted] and informed her that a new refund check will be mailed to her address on April 11th.  We provided Ms. [redacted] 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:   Thank you for forwarding Ms. [redacted]’ complaint [redacted] to us.   As you requested, we addressed this matter directly with Ms. [redacted] on October 6, 2017 by way of telephone, e-mail, or letter.  The email correspondence we sent outlined our actions to...

resolve her complaint.  If a letter has been sent, it should be received within the next five business days.    Ms. [redacted]’ case has been assigned to Corporate Response Team Analyst, [redacted].  Should Ms. [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter.    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 the NetSpend Life Benefits.On March 31, 2016, Mr. [redacted] contacted us to inquire about the Life Benefits program. We provided the customer service number to file a claim with Stonebridge Life...

Insurance Company, the underwriter for the Life Benefit program. Mr. [redacted] contacted Stonebridge Life Insurance and was advised that the policy number we provided was invalid.On April 7, 2016, we spoke with Mr. [redacted] and apologized for the difficulty he experienced while trying to file a claim through our Life Benefits program. We are in communications with Stonebridge Life Insurance to assist Mr. [redacted] with filing his claim. NetSpend offers this complimentary Accidental Death and Dismemberment coverage as a courtesy to eligible NetSpend cardholders. Stonebridge Life Insurance is providing additional guidance to their Customer Service Department to handle these issues appropriately. Mr. [redacted] will be contacted once an update is available on his claim.We 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]. She states that she received a NetSpend Card as a gift last year, and has not been able to activate it.  On December 13, 2014 $25 was loaded onto Ms. [redacted]’ NetSpend card.  On the front of...

our packaging it states, ‘This is not a Gift Card’ under the price and load amounts.  We endeavor to plainly provide the details of our product before the consumer makes the purchase, such as card fees and activation instructions.   We have attempted to contact Ms. [redacted], but have not had the opportunity to speak with her.. In the event we do, we will certainly address her concerns. NetSpend regrets the inconvenience that Ms. [redacted] experienced with her NetSpend card.  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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she disputed a transaction for a product that she never received, and has been inconvenienced with NetSpend’s disputes process. She’s requesting an immediate refund. On...

September 24, 2015, we spoke with Ms. [redacted] concerning her disputes claim in the amount of $576.51 from the PayPal merchant Hairrosy. She created a disputes claim for them through our online account center on July 29th. On September 14th, Ms. [redacted]’s disputes claim was closed by our Disputes Department with the conclusion that no error was found on the transaction disputed after PayPal sent us confirmation that the transaction was correct. When we spoke with Ms. [redacted] on September 24th, we advised her to reach out to PayPal in efforts to dispute the transaction with the merchant Hairrosy, since the product was never received. PayPal has a separate process on handling merchant disputes, and can further assist Ms. [redacted] with retrieving her funds from the merchant. In the meantime, we’re working with our Disputes Department to send Ms. [redacted] the confirmation from PayPal that supported the decision of our disputes claim. NetSpend regrets that we couldn’t further assist Ms. [redacted] on obtaining her funds from the merchant Hairrosy. If she has any further questions or concerns, she can call toll free [redacted] Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To 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 20, 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard 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 reached out to Mr. [redacted] on November 30, 2016, regarding the card offer he received. At his request, we permanently blocked the card offer and removed his information so he will not receive future marketing offers form NetSpend. Additionally, we submitted a request to our Marketing Department to provide information concerning how Mr. [redacted] name and address were obtained, and we will provide this information to him as soon as we receive it.   We have provided Mr. [redacted] 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] concerning the inconvenience she experienced with her dispute and the blocking of her new card. On March 16, 2016, Ms. [redacted] disputed an unauthorized transaction from ClkBank.com that occurred on her...

NetSpend card. Our Customer Service blocked the compromised card and ordered her a replacement.  The next day, our Disputes Department closed her claim and credited the full amount.  Ms. [redacted] received the replacement card and activated it on March 26th.  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 March 28th.  The factors that lead to the account block are kept internal for security reasons. Ms. [redacted] spoke with the Risk Department on March 30th and the block was removed.  We reached out to Ms. [redacted] on March 30th, 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 blocking of her account. We have provided her our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Thank you for forwarding Ms. [redacted] 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] dispute...

claim and complaint that PVC 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 July 3, 2017 by a way of telephone.  We provided her with further insight on the dispute resolution. 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

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.  I actually tried to update my complaint yesterday after I spoke with the Corporate Response team, but couldn't figure out how. 
Regards,
[redacted]