Realcor Developments Ltd.

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 Response Team spoke with Ms. [redacted] on November 28, 2016, regarding the card offer she received. At her request, we permanently blocked the card offer and removed her information so she will not receive future marketing offers form NetSpend. Additionally, we submitted a request to our Marketing Department to provide information concerning how Ms. [redacted]’s name and address were obtained, and we will provide this information to her as soon as we receive it.   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]. Mr. [redacted] states that a hotel released a hold but it was not released to his card. He wants the funds released to his card. On May 19, 2015, the pending charge from the hotel was released to...

Mr. [redacted]’s card. A member of our team spoke with him the next day to resolve his issue. NetSpend regrets the inconvenience that Mr. [redacted] has experienced while waiting for the hotel charge to be released to his card. He has been given our 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:You keep saying the same thing over and over again. Aligations are not acceptable. "We have reason to believe" is not good enough. If you have such technology and have recordings on record then why can't you figure out what you need to know before making accusations. I just want my money back 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The information they have on file was confirmed twice to be on records as well as an active account by customer service representative I have stated and given his personal ID # in my original complaint. I believe this company is being continuing to be deceitful and uncooperative.  
Regards,
[redacted]

Saturday, September 26, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] mentions waiting longer than six hours to have her large deposit reviewed and posted to her account.  She requests the funds deposited to her...

card.  On September 16, 2015, we received a deposit over the allowable card balance to Ms. [redacted]’s account.  We requested documentation to validate the source of the funds.  We received the document on the following day and our Electronic Funds Transfer Department attempted to verbally verify the funds with the sender.  That verification was completed by telephone on the morning of September 18th, and Ms. [redacted] gained access to her funds through the card.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting for her deposit to post to the account.  We have provided her with our contact information should she have any additional questions or concerns.    Thank you,[redacted]Corporate Customer Response TeamSkylight, a NetSpend 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 wasn't able to speak to him at the times he had called me, due to family matters. So all I can do is wait until 10 days. Hopefully he's not lying to me like netspend staff has done for almost a whole month. If I don't get my check let Mr. Brian know that I will then  contact him, about the matter! Thank you for y'all help, [redacted]!  
Regards,
[redacted]

Monday, December 12, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she received in someone else’s name.In response to her communication, we spoke with Ms. [redacted] on December 13, 2016, and explained that the address and name she...

mentioned has been removed from our mailing list.  We also reached out to the customer that the card was intended for to inform him of the incorrect address we have on file. .  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 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 an unauthorized transaction on her account. Ms. [redacted] is requesting to have the funds returned to her account.On February 14, 2016, Ms. [redacted] noticed an unauthorized charge on her...

Netspend card and contacted us on February 16th to open a dispute claim.  She was informed that an update would be given within ten business days.  On February 16th, I contacted Ms. [redacted] to address her concerns, and after further review by our Disputes Team, we credited her account. Due to risk factors, Ms. [redacted]’s account was also closed and she will be receiving a check for her remaining funds within 10 business days.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 complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On February 15, 2017, Ms. [redacted] logged into her online account center to report a transaction that posted on her account by the merchant,...

Sprint.  We promptly opened a dispute claim #[redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under our dispute resolution process. On March 2, we determined that Ms. [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim.   The claim is scheduled to be finalized by the end of the day April 17. The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation.    A member from our Corporate Office attempted to reach Ms. [redacted] on March 09, to explain the dispute resolution process, but we were unable to speak with her.  We sent an email communication to Ms. [redacted] and provided her additional information regarding her claim.   We also 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

Thursday, April 27, 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 April 20, 2017 by way of telephone and e-mail. Thank you for bringing this matter to our attention and...

giving us the opportunity to resolve our cardholder’s concern. Mr. [redacted] has been provided with our direct contact information should he have any additional questions concerning this matter. 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 an unauthorized
charge from [redacted], and is requesting to be refunded for that charge.. On August 1, 2015, Mr. [redacted] was
charged $16.99 from DirecTV on his NetSpend card. He called our...

customer
service on August 27th to advise that he had an ongoing dispute with
[redacted], and requested for NetSpend to block any future transactions with them.  Our customer service informed Mr. [redacted] that
we do not have the ability to decline or stop a payment with a merchant that
has been given the card information. Our customer service made a suggestion to block
the card that was provided to DirecTV in order to prevent additional
transactions from them. Mr. [redacted] never proceeded with blocking the card, or
disputing the $16.99 DirecTV transaction that occurred on August 1st.  On October 29th, Mr.
[redacted] was charged $822.60 from DirecTV. He called our customer service to
report that the transaction was unauthorized. Our customer service blocked the
card that was charged by DirecTV, and ordered a replacement card. We reached
out to Mr. [redacted] by telephone and email on November 9th, but
have not had the opportunity to speak with him. NetSpend
regrets the inconvenience that Mr. [redacted] experienced as a result of the
Direct TV charge. 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]. Ms. [redacted] states that her card was not available to use for online purchases. She wants a full credit of $64.95. On May 18, 2015 we contacted Ms. [redacted] about the use of her card. The USA Patriot Act...

is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a 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. The information she provided could not be validated for full account approval. The card could be used for in store purchases only. We conveyed this information to Ms. [redacted]. As she requested, we processed a check to be mailed to her on May 22nd. NetSpend regrets the inconvenience Ms. [redacted] experienced during the card activation process. 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

Friday, September 16, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her direct deposits being ,misrouted to a card account not opened by her. On August 1, 2016 a person identifying themselves as Ms. [redacted], contacted us to...

activate a NetSpend Prepaid MasterCard offer mailed to Ms. [redacted] address. The individual provided her name, social security number and date of birth to activate the card. Our records show that on August 16, 2016, a SSI deposit under Ms. [redacted]’s name, was deposited onto the card account. On August 22, 2016, Ms. [redacted] contacted us to report unauthorized transactions were made on the card account using her funds. We immediately blocked the card to prevent additional unauthorized charges. We opened a dispute claim and immediately began our investigation. On August 26, 2016, a 2nd SSI deposit under Ms. [redacted]’ name was deposited onto the card account. On August 26 and August 27 she transferred a total of $890.14 to her mother’s NetSpend prepaid card account and was able to access these funds. In response to her communication, a member of our Customer Response Team contacted Ms. [redacted] on August 31. At that time, she reported that she did not open this cardaccount or request her direct deposits be posted to this account. We immediately closed the account and flagged her identification information to ensure no future accounts are opened using her information. The dispute claim has been closed because we determined that identity theft was involved in the creation of the account. We strongly encouraged Ms. [redacted] to report this incident to the Federal Trade Commission, at https://www.identitytheft.gov/. The FTC can provide suggestions on how to protect his personal identification information going forward and how to alert other agencies, such as credit bureaus, that her identity information was compromised. Ms. [redacted] has been provided 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 his dispute claim.    On October 26, 2016, Mr. [redacted] contacted our Customer Service Department to dispute a transaction that posted to his account for merchandise he...

purchased online that he did not receive. We immediately opened a dispute claim and began our investigation. We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.  On November 9, we determined that Mr. [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate his claim.    In response to his communication, a member of our Corporate Response Team spoke with Mr. [redacted] on November 14, to discuss his dispute claim.  The claim is scheduled to be finalized by the end of the day February 8, 2017.  The results of the investigation will be sent to Mr. [redacted] in writing within 3 business days of completing our investigation.   We 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

Thursday, March 8, 2018 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 March 7, 2018 by telephone. We emailed Mr. [redacted] the details outlining our actions to resolve his...

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]. Ms. [redacted] states that she has not received a replacement card since May 21, 2015. She wants her replacement card, a refund for transfer fees, a refund for the balance check fee, and reimbursement for late...

fees. On May 20, 2015, Ms. [redacted] called to block her NetSpend card. The next day she ordered a replacement card. That card was returned to NetSpend as undeliverable. We expedited a card to Ms. [redacted] on June 22nd. That card was activated for use on June 25th. Three days later she blocked that card as lost. On June 28th, Ms. [redacted] added an apartment number to her address and we mailed another card. She changed the zip code to her address on July 6th, and we mailed yet another card. Ms. [redacted] purchased another separate card at one of our distributors on May 21st. She received the personalized card on that account on June 8th to a slightly different address than that which appears in the complaint. We transferred funds from her other account to this card so she would have access to her funds. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the NetSpend card delivery. We have called and emailed her to get clarification on her address. We provided Ms. [redacted] our contact information so she can confirm the address and convey any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, April 4, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims.  On February 28, 2017, Ms. [redacted] opened two separate dispute claims through her online account center.  We promptly opened dispute claims...

[redacted] and [redacted], and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We issued a provisional credit for dispute claim [redacted] to Ms. [redacted] Card Account on March 14, while we continued our investigation. Dispute claim [redacted] is scheduled to be finalized at the end of the day on April 14.  On March 28, we explained that dispute claim [redacted] was not eligible for a provisional credit, due to the nature of her dispute with the merchants, but we are continuing our efforts to investigate the claim.   Dispute claim [redacted] is scheduled to be finalized by the end of the day May 15.  Letters detailing the results of both dispute claims will be mailed to Ms. [redacted] within 3 business days of completing each investigation.A member of our Corporate Office reached out to Ms. [redacted] on April 4, but unfortunately, we have not had the opportunity to speak with her.  We emailed additional information about dispute claim [redacted] and apologized for the bad experience Ms. [redacted] encountered with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he 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

To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. Felton on August 30, 2017 by way of telephone. 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

Thursday, July 7, 2016To Whom It May Concern:We received additional comment regarding complaint # [redacted] filed with your office by [redacted] concerning the closure of her account.  We appreciate Ms. [redacted]’s additional comments.  Our Risk Management Team re-reviewed Ms [redacted]’ account activity on June 28, 2016.  The same day, we sent the conclusion of our investigation to the email address she provided.  We resent the information to Ms. [redacted] on July 7.In response to Ms. [redacted]’ communication, we spoke with her on July 7, and informed her of the conclusion of our re-investigation.  Our Risk Management Team closed Ms. [redacted]’ account due to risk factors that were identified during our dispute investigation.  As a result, 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] concerning a replacement card he did not receive before his deposit arrived.  He’s requesting a card in order to access his funds.   On January 3, 2016, Mr. [redacted] reported his card as...

lost through the website www.netspend.com.  The secondary cardholder’s card was reported lost on January 12th.  Mr. [redacted] ordered a custom card with a full picture that same day.  Two days later, his custom card order was rejected and the card order fee was refunded to his account.  Mr. [redacted] spoke with customer service on January 19th about his card that he had not received.  A card was ordered that day to be shipped by normal delivery timeframe, 7 – 10 business days.  We spoke with Mr. [redacted] on January 28th to address his concerns.  We apologized for any unprofessional interaction with customer service.  The calls will be reviewed and appropriate action will be taken.  We expedited a card order for 1 – 2 business day delivery.  The next day Mr. [redacted] received and activated the card that was requested on January 19th.  His rushed card order was delivered to his ship to address on file February 2nd by UPS.  NetSpend regrets any inconvenience that Mr. [redacted] experienced with the replacement of his lost card. He has been given our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company