Realcor Developments Ltd.

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 June 02, 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Western Union card that was mailed to her that she did not order. She’s requesting for NetSpend to remove her information from our system, and to not receive card offers going...

forward.  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 January 22, 2016, we reached out to Ms. [redacted] by telephone and email.  We have not had the opportunity to speak with her, but will address her concerns when she returns our call. We have canceled the card offer that was sent, and have updated our systems to prevent future card offers from being mailed to her address.  Additionally, we have submitted a request to our Marketing Department in order to confirm how Ms. [redacted]’s name and address was obtained. We will convey that information to her once it is received.  We regret any inconvenience that 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 Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: This is the same general response given to customer, documents were sent and everytime Netspend advised of what was missing, then the documents were resubmitted with required information and they would find something else that was not true to ask for on documents and to wait 6 hours.  The supervisor at Netspend who did release the funds only did so becasue it was after the three days in which the Merchant typically debits the held funds and they did not.  Netspend tried to wait the three days instead acknoledging the 3 ways calls to them, the receipts and confirmations that were sent to indicate the transactions were cancelled.  This was a nightmare for me in which I am still feeling and digging out of.  The case can be closed but I am since making myself a NON-Customer as soon as I change my direct deposit information.
Regards,
[redacted]

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 that she thought was a gift card.  She’s requesting reimbursement of the funds.The NetSpend packaging that the card comes...

with has important information that notifies the consumer of basic fees that are associated with the card. We also disclose on the front of the card packaging that the NetSpend card is not a gift card.  On February 17, 2016, we spoke with Ms. [redacted] to address her full concerns about the card. She was not aware that we do not provide gift cards and was alarmed that she incurred account maintenance fees. At Ms. [redacted] request, we will be mailing her a check for the full amount deposited on the card which she should receive within 10 business days.NetSpend regrets the inconvenience Ms. [redacted] experienced as a result of not being informed about our fees. 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 transaction on his account. On July 2, 2016, we received an authorization request from SPOKE N SPORT to hold $370.06. On July 9, Mr. [redacted] contacted us and reported that the order was...

cancelled. We requested Mr. [redacted] to provide us with documentation from the merchant that would confirm the cancellation of the transaction in order to release the funds.If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. We request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On July 15, we received the document requested from the merchant and released the pending transaction back into Mr. [redacted]’s available balance. Our Corporate Response Team reached out to Mr. [redacted] on July 19 to discuss his account, but did not have the opportunity to speak with him. Once Mr. [redacted] contacts us, we will be glad to assist him further.We have provided Mr. [redacted] with our contact information should he need any further assistance.  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 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 Account package and is visible to consumers prior to purchase.    On September 14, 2016, Mr. [redacted] purchased a Netspend card with $100.00 loaded on it. Mr. [redacted] contacted us on September 15,  and attempted to activate his card, but his identity information could not be automatically verified.  We requested Mr. [redacted] to provide copies of his identificaiton documents to verify his identity. Mr. [redacted] provided the information and activated his card account the same day.   A member of our Corporate Response Team spoke with Mr. [redacted] on January 3, 2017, and reviewed with him the transactions on his account and provided him with his available balance.  After reviewing Mr. [redacted]’s transaction history with him, he advised the money he loaded his card account with had been used without his authorization. We promptly opened a dispute claim and began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.  The initial claim review is scheduled to be updated on February 1, Mr. [redacted] can expect an update regarding the claim by the end of the business day, 5PM CST.   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]. Mr. [redacted] mentions disputing transactions on his account that resulted in no error found on the transactions disputed. He’s requesting to be reimbursed for the disputed amount of $1500, copies of his...

transaction history statement, and a letter explaining the reason for his account closure. 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 Mr. [redacted]’s account on July 27, 2015. For security purposes we are not permitted to disclose the risk that was identified on Mr. [redacted]’s account. He is no longer eligible for NetSpend services as a result of the risk factors. On July 31st, Mr. [redacted] disputed two Western Union transfers with the corresponding transfer fee. We informed him that an update would be provided to him within ten business days, August 14th. On the tenth business day we closed both claims, and found no error on the transactions that were disputed. We’ve mailed Mr. [redacted] disputes closure letters that concluded the decision of his disputes claims, in addition to his account transaction history statements. After speaking with Mr. [redacted] on August 24th, we are sending him the supporting documentation on how we reached our disputes claim decision. NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of the closing of his account and disputes claim. 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

Wednesday, September 7, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of 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 displayed on the inside flap of the card package and is visible to consumers prior to purchase.On September 5, 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. Mr. [redacted] provided the required documents on September 7, and his account was fully approved the same day. He activated his card and has access to the funds on the account. A member of our Corporate Response Team spoke with Mr. [redacted] on September 7, and he informed us his concern was resolved. 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]. Ms. [redacted] states that her option for overdraft protection has been permanently deactivated. She wants her overdraft reinstated without her having to purchase another card. NetSpend’s Optional...

Overdraft Protection allows our cardholders to opt into the program as long as certain requirements are met, and the terms are agreed to. Per the terms of the Optional Overdraft Protection, the service can be suspended, and potentially permanently deactivated if our cardholder incurs too many overdraft fees, and appears to be excessively reliant on the service. Ms. [redacted]’s account has been permanently deactivated on April 28, 2015. We understand Ms. [redacted]’s concern about the suspension of the Optional Overdraft Protection service and we apologize for any inconvenience this may have caused her. 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 inconvenience she experienced with her dispute and the closure of her account. On March 7, 2016, Ms. [redacted] disputed twelve unauthorized PIN and signature based transactions that occurred on...

her NetSpend card through the website, [redacted] Our Disputes Department closed her claim on March 19th as no error found and no credit issued.  A disputes closure letter was mailed to her address.  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 accounts on March 19th.  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 the one account will be mailed to her address, and Ms. [redacted] will receive it within ten business days from the date, March 22nd.  We reached out to Ms. [redacted] on March 21st, 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 closing of her accounts. 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

Friday, December 16, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her account. On December 8, 2016, we received an authorization request from a merchant, Jewelry Exchange, in the amount of $547.43 on Ms....

[redacted]’ account. That same day, Ms. [redacted] contacted us and reported the transaction was cancelled. We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into her available balance.If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collected. We request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.In response to her communication, a member of our Corporate Response Team spoke with Ms. [redacted] on December 16.  We were able to release the pending transaction back into her available balance, and informed her that the release was not a stop payment or cancellation of the transaction.   Ms. [redacted] was able to access her funds the same day. We have provided Ms. [redacted] with our contact information should she need any further assistance.  Thank you,[redacted] Corporate Customer Response TeamNetSpend A TSYS Company

The issue with Netspend has been resolved

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 March 5, 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: Thank you for forwarding Mr. [redacted]’s complaint to us. We were unable to locate his account or research the complaint using the information provided. We attempted to reach Mr. [redacted] by phone and email on October 31 but unfortunately, were unable to speak with Mr. [redacted]....

His case has been assigned to a Corporate Customer Response Team Analyst, [redacted] will attempt to reach Mr. [redacted] again on November 3, 2017. 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

Friday, June 16, 2017 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 June 12, 2017 by way of telephone. We emailed Ms. [redacted] the details on her account on June 16. ...

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

Wednesday, August 24, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On August 13, 2016, Ms. [redacted] contacted our Customer Service Department to report that her card had been compromised by a merchant, Urban Movie...

Channel for $49.99. We immediately blocked the card to prevent additional unauthorized usage and ordered a replacement. The transaction was in a pending status at the time and Ms. [redacted] would need to call back to dispute the charge once the merchant collected the funds. The merchant collected the funds on August 14. We apologize for any misinformation Ms. [redacted] received from our Customer Service Department concerning the dispute of her pending transaction. We have reported this incident to the management staff of the customer service agent she spoke with. In response to this communication, a member of our Corporate Response Team spoke with Ms. [redacted] on August 23 and explained that we created the dispute claim and included the unauthorized transaction. Our Dispute Department issued a provisional credit to Ms. [redacted] account on August 24, while we continue our investigation. Her claim is scheduled to be finalized on October 7, and she will be notified of the results by mail within 3 business days of this deadline date. 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

Thursday, July 21, 2016To Whom It May Concern:We received additional comments 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. 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.  The factors that lead to our decision are not shared with consumers for security reasons.  In response to her communication, we attempted to contact Ms. [redacted] on July 21, but unfortunately, we were not able to speak with her.  We will assist Ms. [redacted] further when she contacts us back.  We apologize for the service that Ms. [redacted] experienced with the analyst she last spoke with.  We have reported this incident to the management staff of the analyst.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

Wednesday, January 25, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her direct deposit. On January 13, 2017, Ms. [redacted] contacted our Customer Service Department because she had not received her direct deposit from her employer....

 We advised that her deposit would be posted as soon as it was received.  Ms. [redacted] called back on January 16, and provided a trace number for her direct deposit.  We advised an update on her deposit will be available in 48 hours.  On January 18, we researched the trace number Ms. [redacted] provided and confirmed that we did not receive her direct deposit.On January 19, Ms. [redacted] contacted us again to check on her direct deposit.  She advised that the account number provided to her employer was off by a digit.  We explained that her deposit would be rejected and sent back to her employer within 6 business days.In response to her communication, a member of our Corporate Response Team attempted to contact Ms. [redacted] on January 20.  We informed her via email that the deposit would be returned back to her employer.  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.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 the issues he experienced with activating his card that was received 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, 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.  In addition we inform the customer on the front of the package that this is not a Gift Card.  On February 22, 2016, I spoke with Mr. [redacted] to address his full concerns and provided him options to retrieve his funds. At Mr. [redacted]s’ request, we will be mailing him a check for the full account balance to the address we have on file.  This check should arrive within 10 business days. NetSpend regrets the inconvenience that Mr. [redacted] experienced with trying to access his funds.  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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not received. On October 17, 2016, Ms. [redacted] applied for a NetSpend account on our website. The card ending in 6566 was mailed to the address Ms. [redacted] provided,...

with normal 7-10 business day delivery timeframe. Our records show that Ms. [redacted] contacted our Customer Service Department on October 21, to find out when she should expect to receive her card.  Ms. [redacted] stated she was told she would receive it by October 25. On October 25, Ms. [redacted] contacted us because she had not received her card yet. Our records show that we advised Ms. [redacted] she should receive it within 7-10 business days from October 17.A member of our Corporate Response Team spoke with Ms. [redacted] on October 25. We confirmed with her that she should receive it by October 31. Our records show that Ms. [redacted] received and activated her card on October 28. Additionally, our records do not show having received Ms. [redacted] direct deposit yet; however, once we receive her deposit, we will post it promptly.We apologize for the misinformation Ms. [redacted] received from our Customer Service Department regarding the delivery timeframe of her card. 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 TeamNetSpend A TSYS Company