Realcor Developments Ltd.

Wednesday, July 13, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  On July 6, 2016, Ms. [redacted] contacted us to report unauthorized transactions that posted to her account. We opened a dispute claim and...

began our investigation. We informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. A member of our Corporate Response Team was able to speak with Ms. [redacted] on July 13 regarding her dispute claim. We confirmed that she will receive an update on her claim by July 20.Additionally, our Risk Management Team closed Ms. [redacted]’s account due to risk factors that were identified during our dispute investigation.  These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend. We will send any remaining funds from Ms. [redacted]’s balance in form of a refund check.a check for her remaining balance. She should receive this check within 10 business daysWe have provided Ms. [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 her card that has not arrived.  She’s requesting reimbursement.  On February 9th, Ms. [redacted] reported that she has not received her new card. We were able to order a new card to her...

address and informed her it would take 7-10 business days to arrive. That same day, Ms. [redacted] spoke with a representative in our customer service department and she was assisted with transferring her money to another account with NetSpend. We have made attempts to contact Ms. [redacted] by phone and via email.  Unfortunately, we have not had the opportunity to speak with her.  Our records show that Ms. [redacted] activated her replacement card on February 12th.  We have reversed the $4.95 transfer fee as a courtesy.  NetSpend regrets the inconvenience that Ms. [redacted] went through concerning her card order request.  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

Friday, December 22, 2017   To Whom It May Concern:   Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us.   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 card packaging prior to purchase.   We attempted to reach Ms. [redacted] on December 22, 2017, by telephone and by email, but unfortunately, we were unable to speak with her. The email we sent to Ms. [redacted] outlined our actions to resolve her complaint.   Mr. [redacted]’s 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]. [redacted] Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because.I provided the receipt I was given I can't crap a new one and the receipt I was given states what was returned and far exceeds the $54 dispute as it was multiple purchases for the items returned. How about you get off your lazy rear and pull up those items on Lowe's.com and see that it was well over $1000 worth of returned merchandise
Regards,
[redacted]

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she rejects our response because our disputes investigation was unfair. She wants the disputes claim reopened and settled in her favor. As mentioned in our previous response, Ms. [redacted]’s disputes claim is closed with no error found on the transactions that were disputed, and we have sent her documents that supported our claim decision. This information was relayed to Ms. [redacted] on Revdex.com case # 10735900. Ms. [redacted]’s mother isn’t listed on the account and was not associated with any part of the investigation for her disputes claim. We suggest that Ms. [redacted] works with law enforcement in efforts to pursue further investigation of who compromised her account. Law enforcement can properly pursue anyone that is responsible for stealing funds from Ms. [redacted]’s card. Criminal prosecution is not a part of NetSpend’s claim investigation. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the disputes decision. 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Card 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.   In response to his communication, we attempted to contact Mr. [redacted], but we were unable to speak with him. We permanently blocked the card offer on November 8, 2016.  Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained. We will provide this information to Mr. [redacted] when it becomes available.   We have also removed Mr. [redacted]’s name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs.    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 has experienced with her dispute claim timeframe.  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 a disputes claim is initiated within 30 days from the first cash or deposit load occurs on an account. In order to be eligible for the provisional credit our Disputes Department must receive a letter from the cardholder explaining why they feel the charges are in error within the first ten business days.  We sincerely apologize if this information wasn’t provided to Ms. [redacted]. On February 24, 2016, Ms. [redacted]’ card was charged $123.00 at an ATM and $167.81 by Baymont Innc. She called our Customer Service on March 3rd to report that the transactions were not done by her.  We disputed the charges and because this is a new account, her update would be provided in 20 business days, March 31st.  On that day, our Disputes Department will update the claim and determine if a temporary credit will be issued for the ongoing claim.  We received Ms. [redacted] letter of dispute on March 16th so she is eligible for the provisional credit.  We spoke with Ms. [redacted] on March 21st and addressed her concerns.  We apologize for any inconvenience that she experienced while disputing the charges. Ms. [redacted] has 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]. Ms. [redacted] states that the ATM did not dispense her cash, and she was given multiple timeframes as to when she would get her money back. She wants her money back immediately. On August 4, 2015, Ms. [redacted]...

called to dispute an ATM transaction for $162.95 as a result of the funds not dispensing. We informed her that her disputes claim would receive an initial update within ten business days, August 18th. We issued a provisional credit to her account on August 11th. The disputes claim will finalize within 45 days, September 18th. If the claim is successful, no further action will be required since she’s received a provisional (temporary) credit for the disputed amount. NetSpend understands that the disputes process is lengthy. We appreciate Ms. [redacted]’s patience as we attempt to retrieve her funds. We have provided Ms. [redacted] our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, August 25, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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. As you requested, we addressed this matter directly with Mr. [redacted] on August 21, 2017 by way of telephone where he informed us that he does not have a complaint with the Revdex.com. The email we sent Mr. [redacted] outlined our actions to resolve the complaint we received. We have removed Mr. [redacted] name and address from our mailing list and he should not receive any future offers from any Netspend managed programs. We also 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

Tuesday, December 15, 2015To Whom It
May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she
experienced with accessing her funds on the PayPal My Cash Card she purchased.  She’s requesting her funds to be returned to
her. ...

On December 15, 2015, we spoke with Ms. [redacted]
concerning the PayPal My Cash Card.  We
explained that this is not a NetSpend managed product.  After research, we provided contact
information for the correct company and advised to contact them for assistance.  NetSpend regrets the inconvenience Ms. [redacted]
is having with the PayPal My Cash Card.  We have provided her our contact information should she have any concerns
with the products we manage. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, February 7, 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 February 7, 2018 by telephone. We emailed her the details of 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 the fees associated with his Netspend card.  The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the...

card. This information is also available on our website.On March 27, 2016, Mr. [redacted] signed up for his Netspend card. The fee plan options available were our Pay-As-You-Go plan and our monthly $9.95 plan. Mr. [redacted] started on the Pay-As-You-Go; however, after a transaction declined due to insufficient funds, Mr. [redacted] opted to change to the $9.95 plan on March 28th. After transferring funds to his account on March 28th, Mr. [redacted] was able to make the transaction he desired.On March 28th, I spoke with Mr. [redacted] to address his concerns.NetSpend regrets the inconvenience Mr. [redacted] experienced regarding the fees associated with his account. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claim.  On May 4, 2016, Ms. [redacted] contacted us and opened a disputes claim for a transaction that posted to her account.  We immediately began our investigation and...

requested a dispute statement to explain how she felt an error occurred.  We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.  On May 18, Ms. [redacted] provided her letter of dispute and our Disputes Team issued a provisional to her account while her claim is investigated.  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:
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 have been corresponding with Mr. [redacted] and he was kind enough to refund me my monthly account fee as well as some additional atm fee credits for which I am appreciative of. I have my replacement card now so I will consider this matter closed. Thank you to all those involved in the resolution of this issue. 
Regards,
[redacted]

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 activation of her card. 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 that this is not a gift card. Upon receipt of her complaint, we spoke with Ms. [redacted] on May 23 to discuss her options for retrieving the funds from 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that his deposit did not post on July 22nd and he was unable to get assistance from NetSpend. He wants his direct deposit to post to his account. On August 3, 2015, we contacted...

Mr. [redacted] concerning his direct deposit. He confirmed that the deposit posted to his account on July 29th. Due to a technical issue, Mr. [redacted]’s deposit was not located until July 29th. Once his funds were found, they were made available on his account within an hour. We are currently working on implementing an automated monitoring and alert system to ensure issues like this do not occur in the future. NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting on the direct deposit to post. We will work with him to compensate any late fees that were incurred due to our error. We have provided 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 was informed that her card order would be expedited and received within 1 - 2 days, but it never arrived.  She’s requesting to receive her card order, and to be...

reimbursed for phone and electric restoration fees.  On August 4, 2015, Ms. [redacted] called customer service to stop an automatic card payment from going through to her card.  Customer service advised that we weren’t able to initiate the stop payment, and offered to block the card.  Customer service assured Ms. [redacted] that a new card could be expedited to her address on file, but Ms. [redacted] confirmed that she never received it.  A new card has been ordered for Ms. [redacted], but we’ve unblocked her existing card so that she could immediately access her funds.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on her replacement 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on his 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 presented on the card packaging prior to purchase and within the terms and conditions that are provided with the card. On September 23, 2016, Mr. [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified.  We requested him to provide copies of his identification documents to verify his identity manually.  In response to his communication, we attempted to reach out to Mr. [redacted] on October 5, but unfortunately, we were unable to speak with him. The remaining balance on Mr. [redacted] account will be mailed to the address we have on file.  He should receive the refund 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] concerning a new card activation.    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 in the envelope that we send with the card offer.   On February 18, 2016, Ms. [redacted] sent documents to have an additional cardholder added to her account.  Our review determined the documents not to be in their original state.  We closed Ms. [redacted]’s account and restricted both individuals information in our system.    Ms. [redacted] attempted to activate her new NetSpend card on November 23.  Our system recognized her information as being associated with the prior restricted account and automatically blocked the account.  Our Risk Management team determined that Ms. [redacted] is no longer eligible for products managed by NetSpend and the account was closed.     A member of our Corporate Customer Response Team spoke to Ms. [redacted] on November 28, and explained the Risk Management Team’s decision.  The refund check for the card balance had already been processed, so we refunded the cost of the card purchase in a separate check.  Ms. [redacted] will receive two checks totaling $13.95 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 Team NetSpend, A TSYS Company