Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a request to transfer funds from his new account. Mr. [redacted] requests the transfer to be completed as soon as possible so he can access his funds.On March 4th, I spoke with Mr. [redacted] to address...

his concerns. Mr. [redacted] stated that he wanted to be able to consolidate his Netspend card with an external bank account he has. I explained to Mr. [redacted] how he can use his Netspend account, but that we currently do not consolidate our accounts with external banks.NetSpend regrets the inconvenience that Mr. [redacted] experienced in not being able to consolidate his funds in the way he was requesting. 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

Trying to contact you back and have had no luck, however left messages.  I need to know a few things about the rules as to when you discover that some one has caused identity theft. Many questions concerning her account and hoe these others got started and can she be told about them.  She has had no way to call as does the surrounding area got rid of all pay phones and depending on a person coming or going was not an option.  With out electric off and on and morning over her marriage of 22yesrs.  Emotionally  drained from that and going home to find there was nothing in bank water bill at 400.00got in touch with the bank and no way to contact me back or visa versa, no ride to get anywhere and so much missing.  I came home to find my house also about empty of my belongings as well. Where to start and how many people had come and went in my house since my husband died and they would not let me contact a family member or notify them of what was going on.  My daughter did not even know he died until I got out!  It is hard for me to write this it has took me about 2 hours.  I need help making sure someone follows through and put my notes in properly.  That is why I am living with my daughter and she has helped me to confront this and no one should be treated as if they deserve to be put out when they are victims of crime that was beyond their control.  I am having problems with this and can use all the helpful information I can get and how to fix it….  THANKS HAVE A BLESSED DAY>>>>

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that all of his accounts were closed which caused him to have no funds until he received his refund checks for his remaining account balance. He wants a letter of apology for the...

inconvenience, and compensation for punitive damages. 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 accounts on July 14, 2015. Mr. [redacted] is no longer eligible for NetSpend services as a result of the risk factors. A check for his remaining funds was mailed to the address on file on July 23rd. We are sending another check to Mr. [redacted] on August 21st, due to a pending transaction that was credited after his account closure. NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of his account closure. 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

Thursday, March 29, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, a member of our Corporate Customer Response Team addressed this matter directly with Ms. [redacted] on March 26, 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 Specialist Netspend, a TSYS Company

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 December 18, 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 AnalystNetspend, a TSYS Company

Wednesday, July 26, 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 July 26, 2017 by way of telephone. The email we sent to Ms. [redacted] outlined our actions to resolve her...

complaint. 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 J[redacted].  Mr. [redacted] mentions that he did not receive credit for a disputed transaction because we stated no letter was received for the claim.  He’s requesting to be credited for the disputed item as...

he was not told to send in a letter. On January 8, 2016, Mr. [redacted]s opened a dispute claim for ATM funds that did not dispense. During the claim initiation, we will ask our cardholders to send a letter of dispute within 10 business days to aid us in our investigation. On February 22nd, I spoke with Mr. [redacted]s to address his full concerns. His dispute letter was received and a credit was issued to his account by our Disputes Team. NetSpend regrets the inconvenience that Mr. [redacted]s experienced while waiting for a resolution to his claim. We are also requesting the call recording for when Mr. [redacted]s opened his claim to provide the correct coaching to the agent involved. We have provided Mr. [redacted]s with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, January 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account closure and dispute claim.  On December 15, 2016, Ms. [redacted] disputed two unauthorized transactions through the online account center.   We...

immediately blocked her Card Account to prevent any further unauthorized and ordered her a replacement.  We opened dispute claim number [redacted] and began our investigation.  We also informed Ms. [redacted] of the timeframe afforded under Regulation E.  We concluded our investigation on Ms. [redacted] dispute claim [redacted] on December 29, and no credit was issued because we did not find that an error occurred.  We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions. The dispute investigation documents outlining the reason for the claim decision were emailed and mailed to Ms. [redacted] on January 9, 2017.  Ms. [redacted] closed her account on January 13, 2017, with a zero balance.  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

Wednesday, June 28, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted] complaint to us. We reviewed Ms. [redacted] Card Account and we are in the process of resending a refund check to her address on file.  We attempted to reach Ms. [redacted] by phone and email on June 22 and...

June 26, but unfortunately, we were unable to speak with Ms. [redacted].  We emailed her on June 26 outlining our actions to resolve her complaint.  Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she 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 concernThank you, [redacted]Customer Experience AnalystNetspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mrs. [redacted] states that her NetSpend account is under her name only, but when her husband died, the funds were frozen. She wants the account reopened and the funds released to her. On June 17, 2015, we...

received a Death Notification from the Social Security Administration (SSA) for Mrs. [redacted]’ husband. We are sorry to learn of his passing. This type of notification blocks the account funds for 120 days or until the SSA notifies us of their intent. If the SSA deposited funds after the death of the beneficiary, they may ask for those funds to be returned to them. We are pending the remaining funds on Mrs. [redacted]’ account until we hear from the SSA. NetSpend regrets the inconvenience that Mrs. [redacted] experienced as a result of the death of her husband. 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

Monday, March 05, 2018To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. We attempted to reach Ms. [redacted] by phone and email on March 2, 2018, but unfortunately, we were unable to speak with her. We mailed Ms. [redacted] a letter...

on March 2 outlining our actions to resolve her complaint. We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and proceduresThank 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, May 26, 2017To 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 May 25, 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.[redacted]Customer Experience Analyst Netspend, a TSYS Company

Complaint: 10927278
I am rejecting this response because: The issue has been resolved to my satisfactory. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by Antoinette [redacted] concerning her dispute claim.  On May 7, 2016, Ms. [redacted] contacted us to dispute unauthorized transactions that posted to her account from Redbox.  We immediately blocked the card to...

prevent further unauthorized use. We opened dispute claim [redacted] and began our investigation. We concluded our investigation of claim [redacted] on May 18 and issued full reimbursement for the disputed transactions to Ms. [redacted]’s account.On May 18, 2016, 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.On May 23, we mailed Ms. [redacted] a refund check for her remaining funds to her address on file; however, the check was returned back to us as undeliverable. Following the return of her check, a merchant from a previous dispute claim [redacted] provided documentation to validate the transaction.  The provisional credit applied for this transaction was reversed from Ms. [redacted]’s account on May 31.  The reversal of the provisional credit caused Ms. [redacted]’s account to have a negative balance and a refund check was no longer applicable. We reached out to Ms. [redacted] on June 29 and provided details regarding her refund check and previous dispute claim. Ms. [redacted] has 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 card given to her as a gift that she could not activate. She’s requesting a refund to be sent to her or her mother.  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 17, 2016, we spoke with Ms. [redacted] and addressed her concerns.  We confirmed her information and requested a check that she will receive within the next ten business days.  NetSpend regrets the inconvenience that Ms. [redacted] has experienced with our product. 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, June 3, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a dispute claim on his  account.   On April 5, 2016, Mr. [redacted] contacted us to report several unauthorized transactions that posted to his...

account.  We immediately opened a dispute claim and began our investigation.  We also blocked Mr. [redacted]’ card to prevent any further unauthorized activity.  We informed Mr. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.   On May 31, we concluded our investigation with no credit being issued to Mr. [redacted]’ account because we were unable to determine that an error occurred. We have reason to believe that Mr. [redacted] may have benefitted from the transactions. Additionally, our Risk Management Team closed Mr. [redacted]’ account due to risk factors that were identified. These risk factors are not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend.   Upon receipt of his complaint, we reached out to Mr. [redacted] on June 3 and provided him with documentation detailing our dispute investigation.   We apologize for the service that Mr. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with.   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]. Ms. [redacted] states that she has a block on her new account where the direct deposit is pending. She wants the block removed and the deposit to post. On May 20, 2015, NetSpend sent an alert to...

Ms. [redacted] about a pending deposit to her new account. The agent incorrectly requested identity documents to be sent for review. The system automatically blocked her new account due to an outstanding balance on a previous account in her name. The funds were not recovered to pay the negative balance. Due to the banking holiday on May 26th, Ms. [redacted]’ direct deposit was returned to the sender the next day. It can take up to six days for the originator to receive the funds. NetSpend regrets the inconvenience Ms. [redacted] experienced with the blocked account. She has been given my 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 # 1[redacted] filed with your office by [redacted] concerning a replacement card she thought was ordered after she reported her card lost.  She is requesting a card be mailed to her with expedited delivery.  On January 10, 2016, our...

records show Ms. [redacted] logged onto her online account to block her card lost/stolen, but a replacement card was not ordered. A new card was ordered on January 15th when Ms. [redacted] first reached out to our customer service.   I spoke with Ms. [redacted] on January 20th to address her concerns and requested another card to be shipped with expedited delivery.  She should receive this card within 2-3 business days. NetSpend regrets the inconvenience that Ms. [redacted] has experienced while waiting to receive a new card. 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

Complaint: [redacted]
I am rejecting this response because: this does not make any attempt to increase customer satisfaction or communicate a feeling of security with the bank. 
Regards,
[redacted]

To Whom It Concerns: We received complaint # [redacted] filed with your office by [redacted] concerning her card delivery and direct deposit. On March 2, 2017, Ms. [redacted] purchased a Netspend Small Business Card Account ending in [redacted].  We mailed Ms. [redacted] personalized card on March...

8.  The standard delivery timeframe is 7-10 business days for a card to arrive at the address on file.  On March 6, 2017, Ms. [redacted] received a direct deposit on her card account ending [redacted].  Because there was no active card on the account, the deposit was returned to the originator.  We advised Ms. [redacted] once a deposit is returned, it can take up to 6 business days to be received.   Ms. [redacted] was advised by our customer service representative she could transfer funds from one card account to another card account she recently purchased.  Our records indicate on March 12, Ms. [redacted] received her direct deposit on her card account ending in [redacted].  Ms. [redacted] also received and activated her permanent card on March 12.  A member from our Corporate Office spoke with Ms. [redacted] on March 12, and we apologized for the misinformation she was provided.  We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures. As a courtesy, we issued a credit to Ms. [redacted] card account.   Ms. [redacted] requested to close her account and she will receive a refund check for the remaining balance to her address on file within 10 business days.  We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter. Thanks, [redacted] Customer Experience Analyst Netspend, A Tsys Company