Realcor Developments Ltd.

Wednesday, September 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her NetSpend card.The card Ms. [redacted] purchased is a reloadable, prepaid debit card and not a gift card. This type of product is intended...

for individuals who wish to have access to an electronic form of payment, but would like an alternative to a traditional bank account. We understand that because she gave the card as a gift she may not have the original card package which states “This is not a gift card” on the front of the package.The most common fees for using the card and for maintaining the account, including account maintenance fees, are fully disclosed in the cardholder agreement and are visible to consumers prior to activation. The product comes with a variety of fee plans in order to meet the diverse needs of our consumers.In response to this communication, on September 14, a member of our Corporate Response Team spoke with Ms. [redacted].  We explained the card fees and suggested she review the useful information about the card on our website, www.nestspend.com.  We reimbursed the account maintenance fees to the card balance and ordered her a replacement card.  Ms. [redacted] should receive this card in the mail within 7-10 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

Monday, July 25, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning fees on a temporary card. On January 8, 2016, Ms. [redacted]’s temporary card was purchased from a retail store. Ms. [redacted] called to activate her card on July 25,...

2016. Our Customer Service Department advised Ms. [redacted] that her temporary card had expired and they ordered her a replacement. She was also informed of the maintenance fees associated with her account in accordance with the terms and conditions of the card. Upon receiving Ms. [redacted]’s complaint, we reached out to her, but unfortunately, we were unable to speak with her. We emailed her that the replacement card will be received within ten business days. We also issued her a courtesy credit for the account maintenance fees and restored her account balance to the original 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 the overdraft fees associated with her account.Our records show that on May 7, 2016, there were 3 pending overdraft fees, each for $15.00 on [redacted] account due to 3 separate transactions,...

resulting in an overdrawn balance, from [redacted]. Our records show that all fees were charged correctly in accordance with the Optional Overdraft Protection Program terms she agreed to on October 7, 2010. As of this writing, there are no pending overdraft fees on her account and no fees were collected.Upon receipt of her complaint, we reached out to [redacted] on May 9 to discuss the Optional Overdraft Protection Program. We also informed her that she may view the Optional Overdraft Protection terms by logging into her online account center. We have provided [redacted] 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: In attempting to use my card after only $25.00 being made available the police department was called & they have the card.  Still don't have my money or access to the account.  I have now incurred an $82.50 late charge, that was money I had for payment of October rent.  Unfortunately, that was all the money I had at the time & had to pay rent late.  
Regards,
[redacted]

Friday,
November 06, 2015To
Whom It May Concern:We
received complaint # [redacted]  filed with your office by [redacted]
concerning a refund check for the remaining funds on his closed account.  On
October 29, 2014, Mr. [redacted]’s account was blocked for suspicious activity by
our...

Risk Management Dept.  We closed the account and mailed him a check
for the remaining balance on November 7th.  On
November 25th, 2014 the initial check was returned to NetSpend by the United
States Postal Service because they were unable to deliver it to the address he
provided.  We validated Mr. [redacted]s’ address and a replacement check was
mailed to him on December 19th, 2014. On
November 6, 2015, we spoke with Mr. [redacted] concerning the check status. At Mr.
[redacted]’s request, a copy of the cleared check has been sent to him. NetSpend
regrets any inconvenience that Ms. [redacted] experienced while waiting on his
check. 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

Monday, June 13, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claim.    On April 20, 2016, Ms. [redacted] disputed several unauthorized transactions through her online account center that posted...

to her account between the dates March 31 to April 15.  Her card was immediately blocked to prevent further unauthorized use, but a replacement card was not requested.  We promptly opened dispute claim [redacted] and began our investigation.  We also informed Ms. Zeufekdt of the investigation timeframes afforded under Regulation E.    Ms. [redacted] disputed additional unauthorized transactions on May 5 that were not included in her first claim.  We promptly opened dispute claim [redacted] and began another investigation.    We concluded the investigation of claim [redacted] on May 4 and no credits were issued because we did not find that an error occurred. A letter explaining the conclusion of her dispute was mailed to her address on file.    On May 19, we issued full reimbursement for the disputed transactions included in dispute claim [redacted].  Our Risk Management Team later closed Ms. [redacted]’s account on May 19 due to risk factors that were identified and she is no longer eligible for products managed by NetSpend.  A refund check for the remaining balance was mailed to her address on file on May 24.     Upon receiving her complaint, we spoke with Ms. [redacted] on June 8 to discuss her claims.  She informed us that she did not receive the documents used during our investigation of dispute claim [redacted].  We emailed and mailed the documentation to Ms. [redacted] on June 10.    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

a quien pueda interesar: recibimos queja # [redacted] ante su oficina por [redacted]. La Sra. [redacted] menciona que su tarjeta NetSpend no podría ser activado sin proporcionar información de identificación. Ella quiere la tarjeta activada o un reembolso emitido a ella. Para ayudar a la lucha...

del Gobierno Federal contra financiación de terrorismo y las actividades de lavado de dinero, la ley federal requiere que todas las instituciones financieras obtener, verificar y registrar información que identifica a cada persona que abre una cuenta de tarjeta de débito prepagada. Cuando nuestros tarjetahabientes abren una cuenta de tarjeta, pediremos su nombre, dirección, fecha de nacimiento y otra información que permita razonablemente identificarlas. NetSpend es compatible con las leyes relativas a la tarjeta de débito prepagada. Esta información se muestra en el exterior del embalaje de la tarjeta. En 09 de septiembre de 2015, llegamos Sra. [redacted] por teléfono y correo electrónico para proporcionar opciones para el uso de su tarjeta. Le informó de la documentación requerida para activar completamente la tarjeta. Si no quiere enviar los documentos, podemos ofrecer convertir su tarjeta para un uso limitado. Uso limitado es un método en que fondos sólo pueden ser dispensados por estar en una ubicación física e iniciar transacciones de tarjeta de firma o PIN. Una vez que los fondos se dispensan, se cerrará la cuenta. También podemos enviar un cheque de los fondos en su cuenta. NetSpend lamenta las molestias que la Sra. [redacted] experimentar al intentar activar su tarjeta. Hemos intentado llegar a ella, pero no han tenido la oportunidad de hablar con ella. La Sra. [redacted] tiene nuestra información de contacto tenga preguntas adicionales o inquietudes. Gracias [redacted]Equipo de respuesta de cliente corporativoEmpresa TSYS NetSpend A

Tuesday, June 6, 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 6, 2017 by way of telephone. We sent her an email detailing the actions taken on her account to...

resolve her concerns the same day. 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, February 14, 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’ve reviewed Mr. [redacted] dispute claim and we’ve determined that his claim is being handled correctly.As you requested we addressed this matter directly with Mr. [redacted] on February 14, 2018. An email was sent to Mr. [redacted] outlining 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 Specialist Netspend, a TSYS Company

Thursday, January 04, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s additional comments on complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on January 04, 2018 by way of telephone. We sent him an email detailing the actions to resolve his concerns. 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card offer that was sent to her son who is a minor. She’s requesting for NetSpend to close the account and provide her with details on how her son’s information was obtained.  ...

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 [redacted] and located the card offer that was sent to her son. We cancelled the card and removed his information from our systems to prevent future card offers from being sent to him. Additionally, we have submitted a request to our Marketing Department in order to obtain detailed information on how her son’s name and address was obtained.  We regret any inconvenience that [redacted] and her son experienced as a result of this card offer. She has been given my contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend 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 want to drop my complaint.  NetSuite has reached out to me and this has been resolved. Thank you so much for mediating the...

issue. By myself I had been unable to get this resolved for weeks, with the help of the Revdex.com in a matter of days. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received after filing his taxes through Turbo Tax.  He’s requesting a card to access his tax refund that were deposited to his account.  On February 27, 2016, Mr. [redacted]...

contacted our Netspend Corporate Office stating he has not received his card ordered through Turbo Tax. We ordered Mr. [redacted] a replacement card to be expedited, which he activated for use on March 1st.NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting to receive his card by mail.  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]. Ms. [redacted] mentions that she disputed an unrecognizable transaction on her account and emailed us a disputes letter. She’s requesting the disputed transaction to be refunded to her, along with the...

two overdraft fees that occurred as a result of the charge. Ms. [redacted]’s disputes claim was initiated on September 5th. Our Disputes Department notated her account and provided an update on her claim on the tenth business day, advising that her claim was still under review, but will be resolved by November 13th. No provisional credit was issued for Ms. [redacted]’s disputes claim as a result of not receiving her letter of dispute within the first 10 business days of her disputes claim. On the next day, September 6th, we received a letter of disputes from Ms. [redacted]. If her claim is successful, Ms. [redacted] will be reimbursed for the disputed amount in addition to all fees associated with the transaction on November 14th. NetSpend understands that the disputes process is lengthy, and we appreciate Ms. [redacted]’s patience as we attempt to retrieve her money. 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: They called me left a message when I returned there call I get an answering machine leave a message and they never call back. I have called them three times and emailed my doc again with no responce
Regards,
[redacted]

Monday, February 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  On November 19, 2016, Ms. [redacted] contacted us to report several unauthorized transactions that posted on her Card Account.  We...

immediately blocked the card ending in [redacted] to prevent any further unauthorized use and we ordered her a replacement card.  We also blocked the card ending in [redacted] because it was associated with some disputed transactions.  We promptly opened a dispute claim [redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.  We concluded our investigation on Ms. [redacted] dispute claim [redacted] on December 5, 2016, 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.  A letter detailing the results of the investigation was mailed to Ms. [redacted] address on file. On December 22, 2016, Ms. [redacted] contacted us to dispute an authorized transaction that posted to her Card Account on August 13, 2016 from Sprint Wireless.  We promptly opened a dispute claim [redacted] and began our investigation.  We concluded this claim on January 9, and no credit was issued because it was not reported within 120 days of the transaction occurrence.  A letter detailing the results of the investigation will be mailed to Ms. [redacted] address on file.  On December 23, 2016, Ms. [redacted] contacted us to dispute a duplicate transaction from AT&T that was charged to her Card Account that same day.  We promptly opened a dispute claim [redacted] and began our investigation.  We also informed Ms. [redacted] of the timeframe afforded under Regulation E.  Ms. [redacted] dispute claim [redacted] was concluded on January 10, and no credit was issued because we did not find a duplicate charge occurred on her Card Account.  A letter detailing the results of the investigation will be mailed to Ms. [redacted] address on file and should be received within 10 business days. During the investigation of Ms. [redacted] claims, we identified several risk factors associated with her Card Account. Due to these concerns, our Risk Management Team closed her Card Account on January 16.  These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.  A member of our Corporate Office spoke with Ms. [redacted] on February 21, and explained the account closure and the conclusion of her dispute claims.  We reinvestigated her dispute claim [redacted] and have issued full reimbursement for the disputed transactions performed on the card ending in [redacted].  We informed Ms. [redacted] that she will receive a check for the remaining funds within ten business days.  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]Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning fees associated with her account. Ms. [redacted] selected the optional Fee Advantage Plan (FAP) on March 29, 2016, which waives the transaction fees associated with debit and credit purchases for...

a monthly $5 fee. The next day, Ms. [redacted] canceled the FAP and we refunded the $5 fee back to her account. On April 4, she contacted us to inquire about the transaction fees. Two weeks of transaction fees were credited back to her account and she was enrolled back on the FAP. The next day, Ms. [redacted] opted out of FAP through her online account center. On April 29, Ms. [redacted] contacted our Customer Service Department to report unauthorized transactions on her account. 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. Upon receiving Ms. [redacted] complaint, we spoke with her on May 10 and reviewed the transaction fees charged to both of her NetSpend accounts. She received credit for the transaction fees on her primary account on May 4. On May 10, we credited the transaction fees for her second account. Ms. [redacted] has been re-enrolled in the FAP on her primary account. We understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product.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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning refund credits issued to his closed account.  He’s requesting to receive the refunds sent to his card. We reached out to Mr. [redacted] by telephone and email on February 10, 2016, but have not...

had the opportunity to speak with him.  We will assist him with his concerns when he returns our call.  A check for the refund credits from Draft Kings will be mailed to his address on file and he will receive it within ten business days.  NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of credits issued to his closed account. 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 the use of her
NetSpend card.  She’s requesting the card
to work or receive a refund.  On
October 18, 2015 Ms. [redacted] purchased a NetSpend Prepaid Debit Card and...

loaded
$110.00.  After activating the card she
attempted a charge for the full amount of $110.00.  It was declined for insufficient funds
because the available balance was not enough to cover the $1.00 signature fee.  The outside of the card packaging informs
consumers of the associated fees for using the card.    Ms.
[redacted] was able to use the card after adjusting the amount of her transaction.   NetSpend
regrets the inconvenience Ms. [redacted] experienced while using her card.  We have provided her with our contact
information should she have any additional questions or concerns.

Complaint: [redacted]
I am rejecting this response because: the business has not attempted to contact me via phone to resolve issue I received one email to which I responded and had not heard anything back this company is lying about its attempts and I am not satisfied with the carelessness of my issue and the lies regarding contacting me 
Regards,
[redacted]