Realcor Developments Ltd.

Complaint: [redacted]
I am rejecting this response because:
Bill still hasn't made an effort to get in touch with the us treasury about the check. I just want my money.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the poor customer service she received when she called to report unauthorized transactions.I attempted to contact Ms. [redacted] on February 26th, March 1st and March 2nd to address her concerns, but have not been able to reach her. Should Ms. [redacted] contact me, I will address the issues she had upon calling to receive assistance with her account.We apologize for the inconvenience Ms. [redacted] experienced regarding the customer service she received. We assure you that it is always our objective to take care of our cardholders’ interests.  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]. Ms. [redacted] mentions her inconvenience with the local Post Office not delivering mail to her address, which has resulted in her not being able to receive her refund check. She’s requesting for her funds to...

be sent to her by MoneyGram, or transferred to her niece’s card. 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 Ms. [redacted]’ accounts on September 3, 2015. Ms. [redacted] is no longer eligible for NetSpend services as a result of these risk factors. On September 11th, our Corporate Response Manager assisted Ms. [redacted] in transferring her remaining account balance to her niece’s NetSpend account. NetSpend regrets the inconvenience that Ms. [redacted] has experienced while attempting to access her funds. 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:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card that she was
unable to activate without providing identity information.  She’s requesting a full refund.  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 or
add a secondary cardholder, 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.  On
November 3, 2015, Ms. [redacted] attempted to activate her card. Our system
prompted her to call our customer service to obtain additional identity
information to approve her account.  Ms.
[redacted] was advised to send NetSpend identity documents to approve her account.  She declined to send the documents, so we
offered her to convert the card to Limited Use. Limited Use allows our
cardholders to dispense the funds on the card by making in store PIN and
signature transactions. Once the funds are dispensed, the card can be discarded.
Ms. [redacted] declined this option.We
reached out to Ms. [redacted] by telephone and email on November 12th,
but have not had the opportunity to speak with her. NetSpend regrets the
inconvenience that Ms. [redacted] 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 TeamNetSpend A TSYS Company

To Whom
It May Concern:We received complaint # [redacted]filed with your office by [redacted] concerning a block on her account
that prevented her from accessing her direct deposit.  She’s requesting the block to be removed, and
to not be charged a .50 fee each time she calls our customer...

service. Our Risk Department regularly monitors
account activity in order to provide a safe and secure product for all of our
cardholders. Our Risk Department identified certain factors that blocked the
account, and requested for Ms. [redacted] to send in identity documents on
November 12, 2015.  Ms. [redacted] sent the
requested documents, and the block was removed from her account on November 16th.  We refunded the one 50 cents balance inquiry
fee that occurred on November 16th.  On November 18th, we reached
out to Ms. [redacted] by telephone and email.  We have not had the opportunity to speak with her, but we will address all
of her concerns when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a
result of the block on her account.  She
has been provided my contact information should she have any further 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 claims. On June 29, 2016, someone claiming to be Ms. [redacted] contacted us to report her card as stolen and to transfer funds to another NetSpend account.  We immediately...

blocked Ms. [redacted]’s card and ordered a replacement card. The person claiming to be Ms. [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer.  Another transfer of funds occurred on June 30, after this Ms. [redacted] contacted us to report that the transfer of funds was not authorized by her.  We immediately opened 2 dispute claims and began our investigation.  A block was also placed on Ms. [redacted]’s account to prevent any additional unauthorized activity. On July 15, we concluded our investigation of Ms. [redacted]’s claim [redacted] and provided her full reimbursement for the unauthorized transfer. A member of our Corporate Response Team reached out to Ms. [redacted] on July 22 to discuss her second dispute claim [redacted].  After our re-investigation of dispute claim [redacted], we issued full reimbursement for the unauthorized transfer.  We understand how frustrating it can be to experience unauthorized transactions on your account. NetSpend is very committed to providing a safe and secure product. Additionally, our Risk Management Team closed Ms. [redacted]’s account on July 7 due to risk factors that were identified during our investigation. These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.  A check for the remaining balance has been mailed to Ms. [redacted]’s address and should be received 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 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 blocked after she disputed an unauthorized charge, but no replacement card was ordered. She wants to be refunded for the extra fees she incurred due to the blocked...

card. On July 15, 2015, Ms. [redacted] disputed an unauthorized charge through the online account center. The card automatically blocked as a protection against additional compromise. Her replacement card was ordered on July 25th. We attempted to reach Ms. [redacted] by telephone and email on August 5th. We offered our apologies for the difficulty she had with ordering a card and have credited the transaction and transfer fees back to her card balance. NetSpend regrets any inconvenience Ms. [redacted] experienced while waiting on her replacement 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is Not at all fully correct. My card was not blocked, I also had to reach out to the business a numerous amount of times before being contacted. Also I never updated my address info because it was already in their system. I do not appreciate the business lying or using me the customer as an excuse due to their untimely and not prepared customer service agents. I received an email from them and that was it. Which didn't happen until 3 whole days passed by and after me sending over 4 emails through my account inbox as well as through my own personal email. But I will allow them the time alotted to correct the issue.
Regards,
[redacted]

Friday, February 02, 2018To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint to us. 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 card packaging prior to purchase.  We attempted to reach Mr. [redacted] by phone and email on February 2, 2018, but unfortunately, we were unable to speak with him. An email was sent to Mr. [redacted] that same day outlined our actions to resolve his 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 AnalystNetspend, a TSYS Company

Wednesday, November 30, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the suspension of her overdraft protection. Because the Optional Overdraft Protection Program is an expensive service, we are required to monitor each Cardholder’s...

use of the program to determine if it is being used excessively, and to limit the amount of fees that are assessed to the Cardholder.  On November 9, Ms. [redacted]’ Overdraft Protection Program was temporarily suspended.   Limitations associated with the Overdraft Protection Program are also described in the terms and conditions that Ms. [redacted] accepted when she enrolled in the Service: “Overdraft Protection is offered in our sole and absolute discretion as a non-contractual courtesy to you, and as such, we may elect to deactivate Overdraft Protection for your Card Account at any time, refuse to authorize any transaction that exceeds your Card Account balance, modify eligibility or activation requirements, modify or change the Overdraft Protection Service Fee, limits, or any other aspect of the Service, and/or terminate the Overdraft Protection Service in its entirety at any time.”In response to her communication we reached out to Ms. [redacted] on November 28, to discuss her Optional Overdraft Protection Program, but unfortunately, we have not had the opportunity to speak with her. As a reminder, you may opt-out of Optional Overdraft Protection Program at any time by calling [redacted] or by visiting www.netspend.com. If you decide to maintain your enrollment, the current Optional Overdraft Protection Program suspension ends on February 7, 2017.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

Friday, March 2, 2018To Whom It May Concern:Thank you for forwarding Ms. [redacted]’s 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’ve reviewed Ms. [redacted]’s dispute claim and we have determined that her claim was handled correctly.  We attempted to reach Ms. [redacted] by way of telephone on March 2, 2018, but unfortunately, we were unable to speak with her.  Ms. [redacted] spoke with another member of our Corporate Response Team on February 23, 2018 and the results of her claim decision was explained to her.  We sent an email to Ms. [redacted] detailing our actions to resolve her complaint.    Ms. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Ms. [redacted] 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 concern. Thank you,[redacted]Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:There is no real underlining proof or facts. Did you see surveillance footage? How do you know which phone was used to look up the account balance? I don't believe these are true facts. The company sent me reasons for why they did not approve it but it don't make no sense and I don't believe it and I am not buying it. This is just their way of taking peoples money and honestly tjis sy company should be shut down.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she’s experienced after filing a disputes claim for unauthorized transactions that were made on her account. She’s requesting to be refunded for the disputed transaction....

On October 5, 2015, [redacted] disputed three unauthorized transactions that occurred on her NetSpend card during the timeframe between July 30th and September 3rd.  We informed her that an update would be provided within ten business days, October 20th. On the tenth business day, our Disputes Department closed the claim with no error found on the disputed transactions, and no funds were reimbursed to the account.  The next day we mailed a disputes closure letter to [redacted] address that outlined the conclusion of her disputes claim. Per [redacted] request, our Disputes Department sent her additional details that supported the claim decision on November 2nd.  [redacted] sent new documents to help with her disputes claim shortly after, and our Disputes Department re-reviewed her claim. The claim decision was reversed, and a credit was issued for the full disputed amount of$247.35 on January 27, 2016.  [redacted] will receive a check to the address on file within ten business days.   In an effort to protect NetSpend cardholders, our Risk Management Department regularly monitors their accounts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of [redacted] account on December 15th.  She is no longer eligible for NetSpend services. The factors that lead to the account closure are kept internal for security reasons. A check for the remaining funds on the account was mailed to her address on December 28th.  We reached out to [redacted] on January 27, 2016, 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 [redacted] experienced. 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning transactions on her account.   On November 15, 2016, Ms. [redacted] contacted our Customer Service Department to discuss a transaction that posted to her account that caused a...

negative balance.  Ms. [redacted] reported she was unable to speak with a representative and was transferred back into our phone queue to the Interactive Voice Response system.    In response to her communication, a member of our Corporate Response Team attempted to contact Ms. [redacted], unfortunately, we were unable to speak with her. Our records show Ms. [redacted] has positive available account balance as of November 22.  We apologize for the service that Ms. [redacted] experienced with our Customer Service Department.  We will investigate this incident to the management staff of the customer service and follow up with Ms. [redacted].   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

Thursday, March 9, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim and Card Account closure.  On March 3, 2017, Ms. [redacted] contacted us to report several unauthorized transactions that posted on her Card Account....

 We immediately blocked the card ending with [redacted] to prevent any further unauthorized use and we ordered her a replacement card.  We promptly opened dispute claim [redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We concluded our investigation on Ms. [redacted]’s dispute claim [redacted] on March 6, 2017, and provided full reimbursement for the disputed transactions.  A letter detailing the results of the investigation was also mailed to Ms. [redacted]’s address on file. On March 7, we identified several risk factors associated with Ms. [redacted]’s Card Account. As a result, the decision was made to close her Card Account and we are no longer able to offer her NetSpend services.  Ms. [redacted] will receive a refund check for the remaining Card Account balance within ten business days to her address on file.  A member of our Corporate Office reached out to Ms. [redacted] on March 9, to provide further insight about her dispute claim and Card Account closure.  We notified her through email that she will receive a refund check for the remaining Card Account balance within ten business days.  Ms. [redacted] has been provided 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:   We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her account.    On July 15, 2016, Ms. [redacted] contacted us to activate her recently purchased NetSpend card.  While verifying her identity, our...

system recognized that she had a previous account with a negative balance and automatically blocked the account.  Additionally, our Risk Management Department closed Ms. [redacted]’s account due to risk factors identified on April 28, 2014.  As a result, she is no longer eligible for products management by NetSpend.   A member of our Corporate Response Team spoke with Ms. [redacted] on July 18 and confirmed that we did not use the new funds to recover the previous negative balance. We also advised Ms. [redacted] that her account was set to ‘Limited Use’. The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only.  Once all the funds are dispensed, the account will close and the card can be discarded because it cannot be reloaded.  On July 19, Ms. [redacted] was able to access all of her funds.   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 Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transfer of funds from his NetSpend account. On May 4, 2016, Mr. [redacted] disputed an authorized transfer of funds from his account to another NetSpend account.  We immediately...

opened a dispute claim and began our investigation. On May 18, we concluded our investigation with no credit being issued because we did not find that an error has occurred.  Upon receipt of his complaint, we spoke with Mr. [redacted] and explained the outcome of his claim. 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 the block placed on his Card Account.   During routine monitoring, we placed a temporary restriction on Mr. [redacted] Card Account on February 13, 2017, because we detected...

suspicious activity.  In order to remove the restriction, our Risk Management Team requested to confirm the account activity with him.  On February 14, our Risk Management confirmed the transaction was performed by Mr. [redacted] and the restriction was removed.  Later that same day, our routine monitoring placed a restriction back on Mr. [redacted] account because we detected suspicious activity.    A member from our Corporate Office spoke with Mr. [redacted] on February 16, 2017 regarding the temporary restriction on his Card Account.  He explained the recent account activity he was performing.  We offered some suggested Card Account features he could set up.  The restriction was removed later that evening.    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] Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning an ACH debit from her account by Gas South that she is disputing. On March 8, 2016, we spoke with Ms. [redacted] to address her concerns about the progress of her disputes claim against Gas South.  We explained why the Written Statement of Unauthorized Debit (WSUD) form must be completely filled out and returned with her signature so it can be submitted to the bank that processed the ACH debit from her account.  We confirmed that the email address we have on her account is correct, but she did not receive the forms sent to her by our Customer Service on February 16th and March 3rd.  The Corporate Customer Response Team sent an additional form to her on March 3rd, but it was sent to the different email address provided in the message to the Revdex.com.  We suggested that she check her junk mail or spam folders for the forms.  She informed us that she did get a copy of the form by mail.  Once we receive the ACH disputes form from Ms. [redacted], we will precede with her claim against Gas South.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the ACH debit from Gas South. 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 complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On August 8, 2016, Ms. [redacted] contacted us to report several unauthorized transactions that occurred on her account.  We were unable to open a dispute claim...

immediately because the transactions were still pending. To assist her with her dispute, we needed the transactions to first settle to her account.On August 10, 2016, Ms. [redacted] contacted us to open a dispute claim on the unauthorized transactions that posted to her account.  We immediately blocked her card to prevent further unauthorized activity and ordered her a replacement card. We promptly opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We concluded our investigation of Ms. [redacted] dispute claim on August 24 and no credit was issued because we did not find that an error occurred. A member of our Corporate Response Team reached out to Ms. [redacted] on August 25 to discuss her dispute claim.  After further review by our Disputes Team, we issued full reimbursement for the disputed transactions. We understand how frustrating it can be to experience unauthorized activity on your account. NetSpend is very committed to providing a safe and secure product.We have provided Ms. [redacted] with our contact information should she have any other questions or need any further assistance.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company