Realcor Developments Ltd.

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] contacted our Customer Service Department regarding an ATM transaction that she did not receive funds for. We opened a...

dispute claim and promptly began our investigation. We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E. On September 8, we issued Ms. [redacted] a provisional credit while we continue with our investigation.   Our records show that on September 16, the merchant refunded Ms. [redacted]’ account. We notified Ms. [redacted] on September 23, that due to the merchant refunding her account, we will be reversing the provisional credit on October 5.      A member of our Corporate Response Team spoke with Ms. [redacted] on December 12, to review her dispute claim. We confirmed with Ms. [redacted] that the merchant refunded her account, which led to the reversal of her provisional credit. We are mailing Ms. [redacted] her account statements for review. Ms. [redacted] should receive these statements within 10 business days.   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] concerning a dispute on her account. On March 7, 2016, Ms. [redacted] contacted our Customer Service Department to report an authorized transaction that occurred on October 28, 2015, because she did not...

receive a refund. We immediately opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E. We concluded our investigation on March 19, with no error found and no credit issued. The claim was filed outside of the normal timeframe to dispute a transaction.Upon receiving Ms. [redacted] complaint, we reached out to her on May 12 to discuss her claim. Ms. [redacted] advised that she reported the transaction earlier and will provide documentation to our Disputes Department. 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

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. This complaint has been resolved in an approved way.Thank you.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account. On April 17, 2016, our Risk Management Team blocked Ms. [redacted] account because we identified different risk factors with her activity/information. These risk factors are...

not shared publicly for security reasons. In order to remove the account block, we asked Ms. [redacted] to send copies of her identification documents to us. We received Ms. [redacted] documents and our Risk Management Team removed the account block on May 22. Upon receiving her complaint, we spoke with Ms. [redacted] on May 23 to advise that the account block has been removed. We have provided Ms. [redacted] our contact information should she 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. However I have attempted to reach out to the company dhgate concerning my purchase that was not what they advertised and was still unsuccessful. I was told that I should make a complaint to dhgate company. However I am unsure how being so they are located in China. The item in which I received is not nothing of what they advertised and that is the reason I am pursuing a full refund.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with receiving a replacement card for the one he lost.  He’s requesting a new card so he can access his funds.  On February 8, 2016, we spoke...

with Mr. [redacted] and addressed his concerns. We expedited a card order for him and he activated that card two days later.  NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting on a replacement card.  We have provided him 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] concerning his 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.  Mr. [redacted] attempted to activate his new account on July 5,, 2016, but his identity information could not be automatically verified.  We requested him to provide copies of his identification documents to verify his identity. We received Mr. [redacted]’ identity documents on July 12, and were able to fully approve his account. Later the same day, our Corporate Response Team spoke with Mr. [redacted] on the phone. We issued a courtesy credit to his account for the inconvenience he encountered.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] concerning a replacement card that was not received. She is requesting a card to be mailed to her with expedited delivery.  On December 29, 2015, our records show Ms. [redacted] logged onto her online account...

to block her card as lost/stolen, however, no replacement card was ordered. Ms. [redacted] later contacted our customer service on January 4th and requested a replacement card using our standard 7-10 business day delivery.We spoke with Ms. [redacted] on January 6th and requested a card to be expedited to her.  This card will be received 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 TeamNetSpend A TSYS Company

Monday, April 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her 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 package and is visible to consumers prior to purchase.  Our packaging also informs that the person activating the card must be at least 18 years of age and that it is not a gift card.  On March 10, 2017, Ms. [redacted] purchased a new Card Account at Wal-Mart and loaded $490.00 on to it.  Ms. [redacted] attempted to activate her new Netspend Card Account on April 14.  Ms. Williams’ identity information could not be automatically verified and we requested her to provide copies of her identification documents to verify her identity in order to approve the Card Account.A member of our Corporate Office reached out to Ms. [redacted] on April 17 to discuss her Card Account and why documentation was requested.  Ms. [redacted] had already chosen to close her Card Account on April 14.  We informed Ms. [redacted] through email that the card purchase fee was reimbursed.  She will receive her refund checks within 10 business days at the address on file.We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Customer Experience AnalystNetspend, a TSYS Company

Friday, January 5, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted]’ complaint [redacted] to us. 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. 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.We attempted to reach Ms. [redacted] by phone and email on January 3, and 5, 2018, but unfortunately, we were unable to speak with her. We emailed Ms. [redacted] on January 3, 2018, outlining 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]. [redacted]Customer Experience Specialist Netspend a TSYS Company

Monday, February 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his online account center. On January 5, 2017, Mr. [redacted] contacted us by email to report that he was having trouble with the mobile banking app.  We...

provided him with troubleshooting tips to ensure he can access his online account center.  Our records show he was able to access the mobile app successfully.  On February 15, 2017, Mr. [redacted] contacted our Customer Service Department to inform us that he was still having trouble with his online account center.  A member of our Corporate Office spoke with Mr. [redacted] on February 16, to discuss the problems he experienced with our online account center.  We informed Mr. [redacted] that our records indicate a successful login into his online account center.  For security reasons, we are unable to view the password he is entering to confirm if it is correct.  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.Mr. [redacted] has been provided with our contact information should she/he have any additional questions or concerns.  Thanks,[redacted]Customer Experience AnalystNetspend, a TSYS Company

Thats completely inaccurate they where very rude with me and gave me very little information. In addition it was not several unauthorized charges there was only two. And at the time of the dispute everything was A1 they told me everything was ok they received the documents they asked for told me that was all they needed and everything was still A1. My cards where still active during all of the investigation. It was not until May 16 , 2016 that they canceled my cards and said the lies there are saying now. There reasons for canceling my cards was because they 
Regards,
[redacted]

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.
On July 25 2016 I received a email from the netspend company. And they agreed to refund me 206.87 in full. What is what iv been requesting. I am fully satisfied and I accepted this settlement. Thank you for all your help.
Regards,
[redacted]

Friday, February 23, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint # [redacted] 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 have re-reviewed Mr. [redacted]’ dispute claim and we’ve determined that his claim was handled correctly.We attempted to reach Mr. [redacted] on February 20, 22, and 23, 2018 by telephone, but were unable to speak with him. The email we sent Mr. [redacted] outlined our actions to resolve his complaint and the investigation details of his dispute claim.  Mr. [redacted]’ case has been assigned to Corporate Response Team Analyst, [redacted].  Should Mr. [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her refund check. We are required to obtain, verify, and record information that identifies each person who opens a prepaid debit card account. 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. The card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing. On February 6, 2016, Ms. [redacted] contacted us to activate her card. The identity information she provided could not be verified and our Customer Service Department requested identification documents to manually approve her account. Ms. [redacted] requested to close the account and send her a check. A check was mailed to the address on file on February 8. Ms. [redacted] contacted us on March 7 to inform us she had not received her check. The check was returned back to NetSpend as undeliverable on March 14. We mailed a second check to her address on March 24, and it was also returned to us on April 18. Upon receipt of her complaint, we spoke with Ms. [redacted] on April 25 and verified the account information. A correction was made to Ms. [redacted]’s information and her account was approved. Ms. [redacted] activated her card and gained access to her funds.Ms. [redacted] has our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, November 15, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check she has not received. Our November 3, 2016, Ms. [redacted] contacted us to report unauthorized transactions that posted to her account. We...

immediately blocked her card to prevent any additional unauthorized use.  We opened a dispute claim and promptly began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.On November 4, we concluded our investigation of Ms. [redacted] dispute claim by issuing full reimbursement to her account. Additionally, our Risk Management Team closed Ms. [redacted] account on November 4, due to risk factors that were identified while investigating her claim. These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend. On November 4, we processed a request to mail Ms. [redacted] a refund check for her remaining balance to her address on file. Our standard delivery time frame to receive a check in the mail is within 10 business days.A member of our Corporate Response Team spoke with Ms. [redacted] on November 15, and she confirmed that she received her check. Ms. [redacted] expressed that she had difficulty receiving assistance from our customer service team regarding the process of cashing her check.  We apologize for the misinformation Ms. [redacted] received from our Customer Service Department regarding the delivery timeframe of her check, and the difficulty of obtaining verification to help cash the check. We have reported these incidents 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

Tuesday, November 21, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on November 20, 2017 by way of telephone. We informed Mr. [redacted] by email of our actions to resolve his...

complaint on November 21, 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 Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] mentions that he never received the bonus for being referred to NetSpend by his friend. He requests NetSpend to honor the Refer-A-Friend offer, and apply the $20 bonus. The NetSpend...

Refer-a-Friend program is designed to gain new customers. NetSpend cardholders can refer friends from our website, mailings, and emails. Anyone they refer will receive a referral code to use when setting up their account. If the person referred has not been a customer before, or has not had an active NetSpend account in the last 180 days, they are eligible to receive the $20 bonus, along with the person who referred them. On September 30, 2015, we reviewed and credited Mr. [redacted]’s account for the Refer-A-Friend bonus of $20. We reached out to Mr. [redacted] on October 1st by telephone and email, to inform him of the above details of the program. We have yet to speak with Mr. [redacted], but will go over the program when he returns our call. NetSpend regrets the inconvenience that Mr. [redacted] experienced with the Refer-A-Friend Program. 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] concerning a refund check she has not received.  She is requesting a full refund of the money she originally loaded to her card. We contacted Ms. [redacted] by phone on February 4, 2016 and explained...

the refund check she received is for the amount of her remaining card balance.  After speaking with Ms. [redacted], she claimed the transactions that were attempted should have been cancelled. We assisted Ms. [redacted] with initiating a dispute and offered to send her the account history.  We explained the funds are no longer available, but we will assist her with the dispute process.    We apologize for the inconvenience that Ms. [redacted] experienced while waiting on her check. 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

Thursday, May 5, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a fraudulent use of his account. On April 7, 2016, Mr. [redacted] contacted us to report an unauthorized transfer to another NetSpend account.  We immediately...

opened a disputes claim and began our investigation.  We completed our investigation on April 21, and credited the disputed amount back to Mr. [redacted] account.  Three days later, a person identifying themselves as Mr. [redacted] contacted us to update the account information and request a new card.  This person was able to verify additional security information that only Mr. [redacted] would be aware of.  The new card was activated for use on April 26. We spoke with Mr. [redacted] on May 3, and he informed us that his sister ordered the expedited card and spent his funds.  We promptly blocked all cards on his accounts and reported the incident to our Risk Management Team.  We closed all of Mr. [redacted] accounts and he will no longer be able to open a product managed by NetSpend.  We also recommended that he report the incident by contacting the Federal Trade Commission (FTC) at www.ftc.gov/idtheft or by calling [redacted] (###-###-####).  The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions. 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