Realcor Developments Ltd.

Tuesday, April 10, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’ 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 April 6, 9, and 10, 2018, by telephone, but were unable to speak with her. We emailed Ms. [redacted], outlining our actions to resolve her complaint.  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

Monday, September 12, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized transfer of funds. On August 26, 2016, Ms. [redacted] contacted us to report an unauthorized transfer of funds from her account to another NetSpend...

cardholder’s account. We immediately opened a dispute claim and began our investigation. The transfer feature was also disabled to prevent additional unauthorized transfers. A member of our Corporate Customer Response Team spoke with Ms. [redacted] on September 9. We informed her that an update would be provided for her dispute claim on September 12. On September 12, we concluded our investigation of Ms. [redacted]’ dispute claim and provided a full reimbursement for the unauthorized transfer. A letter outlining the results of our investigation will be sent to Ms. [redacted] within 3 business days. We understand how frustrating it can be to experience unauthorized transactions.. 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 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 August 23, 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 Analyst Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he attempted to load his card, but it was rejected. He wants to locate the rejected load, and have it refunded to him immediately. On September 6, 2015, Mr. [redacted] used Western...

Union to deposit funds to his NetSpend card. Because there was no card activity for over a year, the account went into a dormant status as a security precaution. This is why the attempted deposit was rejected. When Mr. [redacted] called NetSpend, he was informed of this information. Since the funds were immediately rejected and were not received by NetSpend, Mr. [redacted] will have to retrieve his funds from Western Union. We’ve removed the dormant status from his account in case Mr. [redacted] intends on using his account again, and informed him on steps that that can be taken to prevent inactivity fees or a dormant status in the future. Western Union confirmed the rejected deposit with us on September 8th, and we notated Mr. [redacted]’s account with Western Union’s contact information to assist with the refund. NetSpend regrets the inconvenience that Mr. [redacted] experienced with the rejected load. 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

Friday, September 25, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Mr. [redacted] mentions that he was advised that his card would not be coming in the mail and that he should go purchase another card from one of our NetSpend...

retailers.  He desires his old card to be activated, or a card to be expedited to him.  On September 25, 2015, we spoke with Mr. [redacted] concerning his card order.  He received and activated his card on September 18th.  We apologized for the misinformation he was given during his call.  He informed us that his concern was resolved.  NetSpend regrets any inconvenience that Mr. [redacted] experienced while waiting on his card.  We are reviewing his call with the customer service agent 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: I received a email saying they were going to send me 2 checks in the amount of $64.35 which I contacted them and told them that amount was incorrect. Telling them the amount owed to me was two checks in the amount of $69.30 per check there response was that they were correcting the amount and were sending out the checks but I have not received them yet. When I receive the checks I will accept there response.
Regards,
[redacted]

Wednesday, December 28, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims. On December 23, 2016, Ms. [redacted] contacted us to report an unauthorized transfer from her Card Account [redacted].  We immediately...

opened a dispute claim and restricted the transfer feature on Ms. [redacted] Card Account.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We advised that an update will be available on her dispute claim on January 10, 2016.In response to her communication, a member of our Corporate Response Team spoke to Ms. [redacted] on December 27. Ms. [redacted] reported a separate unauthorized transfer from her Card Account [redacted].  We immediately opened a dispute claim and restricted the transfer feature on Ms. [redacted] Card Account.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We advised that an update will be available on her dispute claim on January 11, 2016. We understand how frustrating it can be to experience unauthorized activity on your account. NetSpend is very committed to providing a safe and secure product.   We have provided Mrs. [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 he experienced after the closing of his NetSpend Prepaid Debit Card account.  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 Mr. [redacted] account on March 9, 2016.  He is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasons. His disputes claim was closed later that same day and a credit was issued.  Mr. [redacted] will receive a check for the remaining funds on the account within ten business days from the date March 15th.  We spoke with Mr. [redacted] on March 9th and addressed his concerns.  NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the closing of his account. We have provided him 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On April 27, 2016, Ms. [redacted] contacted us to dispute several unauthorized transactions that posted to her account during the time she was incarcerated. On May 11, we concluded our investigation with no credit being issued to Ms. [redacted] account because we were unable to determine an error occurred.  Ms. [redacted] stated in her dispute letter that she authorized someone to use her card to handle her finances while she was incarcerated.  On May 11, our Risk Management Team closed Ms. [redacted] account due to risk factors that were identified while reviewing her claim. These risk factors are not shared publicly for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.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] states that she filed two disputes claims and she got a confusing response about the settlement of the claims. She wants her disputes to be settled. On May 29, 2015, Ms. [redacted] called to file a...

disputes claim for seven transactions on her card. Four of the charges had been collected by the merchants, so they were disputed that day. She called back the next day to file a claim on the remaining three transactions. We informed her that both claims would be updated in ten business days, June 12th. The second disputes claim was paid out on June 10th, while the first claim received credit on June 12th. The disputes analyst did not provide information about the claims until the payouts were issued. We sent Ms. [redacted] the closure letters for each disputes claim. NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting for the disputes claims to settle. 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 her card being declined.   On October 13, 2016, Ms. [redacted] contacted our Customer Service Department to inquire about her card decline.  Ms. [redacted] was informed that the...

transaction would not go through because of the merchant’s Standard Industrial Classification, requires a 15% over the balance needed to cover the amount the merchant is attempting, in addition to the cost of the payment and transaction fees.    In response to her communication, a member of our Corporate Office Response Team attempted to contact Ms. [redacted], but, unfortunately, we were unable to speak with her.  Our records indicate there are no other issues with Ms. [redacted]’s card. She was able to access her available balance at an ATM on October 13.   We apologize for the service and misinformation 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 he have any additional questions or concerns.   Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] they are still not explain ing how they came up with the transactions that were made on my account if it was so much identity theft there termination idont agree how they said they said I benefitted and I atherisd it how did they figure that if it was identity theft do they know what they are saying I am still trying to figure that out how did I benefit from identity theft and how did I atherisd the transactions

Monday, February 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On January 7, 2017, Ms. [redacted] contacted us to report an overcharge that occurred on her Card Account by the merchant, Planet Fitness....

 We immediately blocked her card to prevent further unauthorized use. We promptly opened dispute claim #[redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We issued a provisional credit to Ms. [redacted] Card Account on January 23, while we continued our investigation of her dispute claim.  The next update for claim #[redacted] will be available by the end of the business day on February 21. On January 18, Ms. [redacted] contacted our Customer Service Department to inform us that a second transaction from Planet Fitness had been charged to her Card Account.  The merchant was able to make the transaction through an ACH payment using Ms. [redacted] account and routing information.  We opened claim # [redacted] and we also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  On February 1, we closed the dispute claim because we had not received the necessary documentation to determine an error had occurred. A member of our Corporate Office spoke with Ms. [redacted] on February 16, and explained the difference between the disputes and the transaction types made by Planet Fitness.  Ms. [redacted] reported a third over charge and a dispute claim # [redacted] was opened.  We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E. and emailed her the appropriate documents to report the error.  The next update will be provided by the end of the business day on March 3. Ms. [redacted] has been provided with our contact information should she have any additional questions or concerns.  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]. Mr. [redacted] mentions a card offer sent to a minor child. He wants to know why his 15 year old daughter got the card in the mail. 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 the card offer activation, we collect social security number and date of birth to verify identity only. We do not know the age of the recipient until activation. We spoke with Mr. [redacted] on June 5, 2015. He gave us the necessary information to locate his daughter’s card offer. We informed him that we only have his daughter’s name and address. We closed that offer and blocked her information from receiving card offers in the future. Once we receive the details on the source of his daughter’s information, we will relay it to Mr. [redacted]. NetSpend regrets the inconvenience Mr. [redacted] experienced due to the card offer sent to his child. 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

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.
Just informing, that NetSpend responded and sent me my refund, thanks
Regards,
[redacted]

To Whom It May Concern:We received a second rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she has already provided her information to NetSpend. 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, 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. This information is displayed on the outside of our card packaging. We appreciate Ms. [redacted] providing the information to locate the card she received as a gift. We have closed the account and blocked all cards since she has spent the funds that were originally loaded to the card. Her information is blocked in our system so we will not send any future card offers. Ms. [redacted] has been given our contact information so she can call us with any questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, June 23, 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 June 23, 2017 by way of telephone. We emailed him the details of the actions to resolve his complaint on...

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

Complaint: [redacted]
I am rejecting this response because:
The reason for my rejection is because although they did contact me I have yet to receive a definite date in when I'm going to get a refund. This is over 2 months and all I've received was the run around. The person that I spoke to did nothing but speak to me and repeat the same thing that customer service did. Their is absolutely no resolution to my problem. Which is I never received merchant nor have I received a refund. Once again I've been waiting over 2 months for a simple solution. Then telling me it takes 45 days isn't a resolution. I'm beyond unsatisfied with product and their management or corporate office has done nothing to solve this problem. 
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on November 2, 2017 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

Complaint: [redacted]Me and denver police are working together to find out who was involved. The detectives just sent me footage of who did these transactions and I given them a name and I have followed up with denver police so I am patiently and I respectfully ask for my money back. I DID NOT BENEFIT FROM THESE DEBIT TRANSACTIONS AND I WOULD LIKE MY MONEY BACK PLEASE 
I am rejecting this response because:
Regards,
[redacted]