Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Mr. [redacted] states that he loaded $65 onto his card, but it never posted to the account.  He wants his money deposited immediately.  On August 14, 2015, we reached out to Mr. [redacted] by...

telephone and email. Unfortunately we were unable to reach him, but have left messages with our contact information.  When Mr. [redacted] contacts us back, we will need to know how he loaded his card, the location in which he loaded his funds, as well as the date that the transaction took place.  Once he responds to our inquiry, we can further review his concern.  NetSpend regrets the inconvenience that Mr. [redacted] experienced while loading money onto his card.  He has been given our contact information should he have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:
This Company needs to give me my money it's a shame they haven't tried to resolve this issue 
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on January 3, 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 additional comment on complaint # [redacted] filed with your office by [redacted] concerning her disputes claims. On April 27, we received documentation from Ms. [redacted] for claim [redacted] and issued a credit for the disputed amount. We did not receive any documentation for claim [redacted] and it was closed as no error found. After further review, we issued a credit for the second claim to her account on May 10. Upon receipt of her complaint, we reached out to Ms. [redacted] on May 6, but unfortunately, we have not had the opportunity to speak with her again. We sent an email detailing the stop payment on her account for that specific merchant and amount. 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 deposit that she is unable to access without a card.  She’s requesting access to her funds.   On January 28, 2016, Ms. [redacted] ordered a new NetSpend card while processing...

her tax refund through Turbo Tax.  Her tax refund deposit arrived to her account on February 2nd and she contacted us two days later to inform us she had not received her card.  We explained the card order was still within the 7 – 10 business day delivery timeframe.  We ordered her a second card on February 5th to be express shipped.  She received and activated the original card order on February 8th, which was within the standard delivery timeframe.  We reached out to Ms. [redacted] on February 11th by telephone and email.  We have not spoken with her, but will assist her when she returns our call.  NetSpend regrets any inconvenience that Ms. [redacted] experienced with receiving the card to her address. 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: I haven't received ANYTHING!!!! I want my money and it needs to happen ASAP! I called them all the time !!!! This needs to be fixed asap or im suing
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her card was blocked while she was on vacation. She wants access to her funds so she can pay bills. Our Risk Management Team regularly monitors our customer’s accounts in...

efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Ms. [redacted]’s card on September 7, 2015. We requested she verify that the attempted transaction was authorized. It was also required that we mail her a replacement card. Ms. [redacted] confirmed that the transaction was authorized that same day and a replacement card was ordered. Ms. [redacted] received the replacement card and activated it on September 16th. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the blocked card. We hope she appreciates the efforts we made to secure her funds. Ms. [redacted] has been provided my contact information should she have any further 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 received a call from Ms.[redacted] from Netspend coorprate and they decided to pay the fees that asked them to pay. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fee plan associated with her Netspend card.  Ms. [redacted] began using our Pay As You Go plan on April 1, 2015, and later switched to our monthly fee plan on May 4th   to prevent being charged for each transaction. After research, we show Ms. [redacted] logging onto her account on May 17th to review her account and the fees she was assessed. Our records do not show Ms. [redacted] contacting Netspend until February 17, 2016 to discuss her fee plan, which she did not request to have changed.  Without the monthly Fee Advantage Plan, Ms. [redacted] would have been charged $17.00 in transaction fees for the month of February.NetSpend regrets the inconvenience Ms. [redacted] experienced with the fees she is charged. 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

Complaint: [redacted]
I am rejecting this response because:I personally called the merchants and net spend never even contacted them concerning the charges ..the amount of my dispute was incorrect net spend posted that I was disputing 1063 dollars when in fact the suspect was for 582 dollars I told Custumer services all the charges that I myself made.I have numerous emails in regards to my claim with net spend saying they will reinvestigate etc.they made a tremendous costly error my dispute it shows several locations there is no way in the world I could be at all those locations at one time in the amount of time my card was used.how is there proof I benefited from those transactions net spend never investigated..I heard lie after lie from this company .. Saying someone would contact me my complaint is being sent to manager.then I get a auto respond with the incorrect claim amount saying the same thing they are so slack they never even looked at the correct claim amount or investigated my claim just lies and now they are not living up to the agreement to investigate claims or pprotect its customers net spend cannot show proff that they contacted the merchants on the day of my claim or after in fact one of the merchants never even heard of a dispute department I want the promise of fraud protection all consumers need not to trust netspend
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They have no spoken to me, or try to reach real resolution. This guy [redacted] left one message today and call him back 6 times at different times of the day and no answer back. I have left 2 messages and no response at all. 
Regards,
[redacted]

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning disputes claims that
were filed for unauthorized transactions, and her account being blocked without
warning.  She’s requesting her funds to
be transferred to her PayPal account, and to...

receive account statements dating
back to 2009.    Ms. [redacted] opened ten disputes claims
during the timeframe between July 19th and 25th,
2015.  Each claim was investigated and
paid out in full.  The remaining funds
will be mailed to the address on file.    In
an effort to protect NetSpend cardholders, Our Risk Management Team regularly
monitors their accounts in order to prevent compromising activity, or
unacceptable account usage. Our Risk Management Team identified risk factors
that led to the blocking of Ms. [redacted]s accounts on July 29, 2015. As a result
of these risk factors, Ms. [redacted] is no longer eligible for NetSpend
services.  We reached out to Ms. [redacted] by
telephone and email on October 27th, but have not had the
opportunity to speak with her.  When she
returns our call we will provide all options on how she can receive the
remainder of her funds, as well as how we can send her account statements.  NetSpend regrets the inconvenience that Ms.
[redacted] experienced as a result of her account closure. 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:   Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on May 12, 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On September 7, 2016, Ms. [redacted] reported an unauthorized transaction that posted to her account. We immediately blocked her card to prevent any additional unauthorized...

use and ordered a replacement.  We opened a dispute claim and promptly began our investigation.  Because the disputed transactions occurred within 30 days of the first cash or deposit load on the account, a timeframe of 20 business days is required for an initial investigation, af[redacted]ed under Regulation E.  On October 5, we concluded our investigation with no credit being issued to Ms. [redacted] account because we did not find an error occurred.  Based on our investigation, we have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions.  A member of our Corporate Response Team spoke with Ms. [redacted] on October 5, to discuss the results of her dispute claim. A letter detailing the results of our investigation will be mailed to his address on file.  Ms. [redacted] should receive this letter within ten business days.We apologize for the misinformation and 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 an unauthorized transfer of funds from her NetSpend account. She’s requesting to have the funds returned to her.  On February 27, 2016, Ms. Nevels reported an unauthorized transfer of...

funds from her account to another NetSpend account in the amount of $1500.00.  Our Customer Service Department told her the disputes claim would be updated in ten business days, March11th.  Our Disputes Department may request additional information if needed and will determine if a temporary credit will be issued for the ongoing claim on that date.  We reached out to Ms. Nevels on March 7th, by telephone and email, but unfortunately, we have not had the opportunity to speak with her.  We will assist her with her concerns when she returns our call.  NetSpend regrets the inconvenience that Ms. Nevels experienced as a result of the unauthorized transfer from her account. 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

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she is unable to reach us at the telephone number provided. She still requests compensation. On September 15, 2015, Ms. [redacted] responded to our email with the telephone number she was attempting to call. We responded back to her e-mail with the correct phone number to contact us at. We have also left voice messages on the telephone number that Ms. [redacted] provided us with, and have requested the best time to reach her by telephone. We still encourage Mr. [redacted] to view her transaction history at no cost from our website www.netspend.com. Her account is currently under the Fee Advantage Plan for our NetSpend Premier cardholders. The credit and debit transaction fees are waived under this plan for a monthly fee of $5.00. The fees associated with using the card are clearly displayed on the card terms and at the above mentioned website. When she returns our call we will go over the account fees with Ms. [redacted]. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the fees associated with the NetSpend 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: Thank you for forwarding Mr. [redacted]’s 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 Mr. [redacted]’s dispute claim and complaint that provisional credit was not provided. After review, we’ve determined that his claim is being handled correctly. We attempted to reach Mr. [redacted] by phone and email on April 10 but unfortunately, were unable to speak with Mr. [redacted]. We emailed him a letter on April 10 outlining our actions to resolve his complaint. It should be received within the next five business days.  His case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with his matter.  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 her 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 on our card packaging.  Ms. [redacted] purchased a Netspend card at WALMART on September 5, 2016.  Upon Ms. [redacted] attempt to activate her card, she contacted us and discovered that she entered her social security number incorrectly. We corrected the social security number, but her identity information could not be automatically verified.  We requested Ms. [redacted] to provide copies of her identification documents to verify her identity, but she advised that she did not have the documents needed to approve her account. Ms. [redacted] requested that we mail her a refund check to the address on file. She should receive this check within 10 business days.A member of our Corporate Response Team spoke with Ms. [redacted] on September 8.  Ms. [redacted] understands she should receive a refund check within 10 business days. We also advised that Ms. [redacted] can open a new account once her identity information has been verified.  We apologize for the misinformation Ms. [redacted] received from 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

Thursday, May 11, 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 9, 2017 by way of telephone. We also emailed him the details concerning his direct deposit posting. 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 have received a complaint on case # [redacted] filed by [redacted].   Ms. [redacted] states she is trying to have her tax refund deposited to her NetSpend card but she is being asked to submit identifying information.    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. When a cardholder provides their information and the system does not recognize them, our Risk Management Team will request documents that prove the information given in order to activate the card for use. This is for the security of the funds on the account to ensure the intended recipient is the one activating it. Ms. [redacted]’s account was not activated when her direct deposit came to NetSpend on February 10th.  On February 11, the direct deposit timed out and was returned back to the originator.  I attempted to contact Ms. [redacted] by phone and email; however I was unable to speak with her. NetSpend regrets any inconvenience caused by the rejection of her direct deposit.  Should she have any further questions, Ms. [redacted] may contact us at the information I’ve provided.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company