Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On March11, 2016, Ms. [redacted] contacted us to report that her card had been compromised and that several unauthorized charges, totaling $1,577.25, posted to her account....

We immediately blocked the card to prevent any further unauthorized use and opened dispute claim [redacted] to begin our investigation. On March 13, 2016, Ms. [redacted] contacted us to report another unauthorized transaction for $2.45. We immediately opened dispute claim [redacted] and began our investigation. We concluded our investigation of claim [redacted] on March 22 and refunded the disputed transaction. We also sent a message to Ms. Williams’ online secure inbox advising that the claim was resolved and credited to her account.On March 25, we concluded our investigation of claim [redacted] and no credits were issued because we were unable to identify that an error occurred. We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the disputed transactions. A letter explaining the dispute decision has been mailed to Ms. Williams.Our Risk Management Team closed Ms. Williams’ account on March 25 because they identified risk factors associated with her account. A check for the remaining balance on the account will be mailed to Ms. [redacted] at the address on file within 5 business daysWe spoke with Ms. [redacted] on April 11 to explain the outcome of her dispute and the closure of her account.We 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 email she received about a NetSpend card she never ordered.  She’s requesting to close the account and receive information about the card.   On February 15, 2016, we reached...

out to Ms. [redacted] by telephone and email.  Unfortunately, we have not spoken with her, but will address her concerns when she returns our call.  We were unable to locate an account matching Ms. [redacted]’s name, address or email.  NetSpend regrets any inconvenience that she experienced with receiving our email about the card. Ms. [redacted] 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:After they were contacted by the Revdex.com they did reach out to me. However they told me they could not see a reason why my account was frozen in the first place. Also when we closed the account we were told that they would over night the check to us. The gentleman we spoke to gave us his word that the check would be sent over night and we should get it no later than Wed March 8,2017. We did not receive the check on the 8th of March. On the 9th of March I gave the gentleman a call that assured me it would be here. He than told me that they just sent the check out on March the 8th. Today is March the 12th and I still have not received my money. I am beyond frustrated with this situation and company. 
Regards,
[redacted]

Hello Yes please, can you reopen my complaint. because the NetSpends company promised to reimburse my money, but in fact they have never done this. Best regards [redacted]

Thursday, July 7, 2016
To Whom It May Concern:
We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.
On June 29, 2016, Mr. [redacted] contacted us to report an unauthorized transaction that occurred on his account on May 19. We...

immediately blocked the card to prevent any further unauthorized use. We promptly opened a dispute claim and began our investigation. We also informed Mr. [redacted] of the investigation timeframes afforded under Regulation E. We spoke with Mr. [redacted] on July 7, to discuss his dispute claim. On July 14, a provisional credit for the disputed amount was issued to Mr. Kielbasinski’s account, while we continued our investigation. The dispute claim is scheduled to be finalized by the end of the business day on August 12. The results of the investigation will be sent to Mr. [redacted] in writing within three business days of completing our investigation.
Mr. [redacted] has been provided 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 was charged fees after making transactions with her card after she requested to be on the $5 fee plan. She wants to be refunded the fees that she was charged before the fee plan...

started. On September 10, 2015, we spoke with Ms. [redacted] concerning the Fee Advantage Plan (FAP). The FAP is offered to our Premier cardholders once they receive a qualifying direct deposit to the account. The monthly $5 FAP fee waives $1 credit transaction fees and $2 debit transaction fees when using the card. We spoke with Ms. [redacted] and refunded the difference that she would have paid, had she been on FAP. We also explained that her disputes claim will receive an update within ten business days, September 17th. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the getting the Fee Advantage Plan applied to her account. We also apologize for any unprofessional behavior that she’s received from our customer service. We will certainly review the calls that has taken place to determine what appropriate action should be taken with the representatives that she’s spoken with. Ms. [redacted] has been given 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 claim.    On November 18, 2016, Ms. [redacted] contacted our Customer Service Department to report unauthorized charges that were pending on her account...

from Simply Skin for $92.99 and $5.99.  We immediately blocked the card to prevent additional unauthorized usage and ordered her a replacement.  Our agent informed Ms. [redacted] that the transaction was still in a pending status at the time and she would need to call back to dispute the charge once the merchant collected the funds.    A member of our Corporate Response Team reached out to Ms. [redacted] on November 22, unfortunately we have not had the opportunity to speak with her.  We opened a dispute claim on November 22, for two transactions from the merchant Simply Skin.  We provided Ms. [redacted]’s documentation to our Dispute Department as supporting documentation for the claim.  We also informed Ms. [redacted] by email of the investigation timeframe afforded under Regulation E.  The initial claim investigation is scheduled for an update on December 7.    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 also understands that the dispute process can be time consuming, and we appreciate Ms. [redacted]’s patience as we investigate her dispute claim.   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 additional comments on complaint # [redacted] filed with your office by Darryl [redacted] concerning a cash load that did not post to his account.  He’s requesting the negative balance to be corrected and his money to be returned to his account.  On December 29, 2015, we spoke with Mr. [redacted] and addressed his concerns with the negative balance on his account.  The original load amount has been applied to his card balance and he can now complete his transaction.   We regret the length of time it took to research the issue that occurred with his load attempts and the reversals made in error. NetSpend apologizes for the inconvenience Mr. [redacted] experienced as a result of the reversal of funds.  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 her account closure and remaining funds.On February 9, 2016, Ms. Johnson’s account was blocked as a result of an unsuccessful attempt made to access her online account. Our Risk Management...

Department removed the block from her account after speaking with Ms. [redacted] later that same day. Ms. [redacted] account was blocked again on February 12 by our Risk Management Team. Her account was later closed on February 16 as a result of risk factors associated with her account. The specific account activity that triggered the closure is not disclosed to consumers for security purposes. We are no longer able to offer her services with our NetSpend managed programs. Due to the nature of the account closure we requested a Letter of Indemnity, from the sender of the deposits, because they were the originator of the remaining funds on the account.On April 11we received an email containing a copy of the Letter of Indemnity, from Ms. [redacted] employer. The information contained in the letter is acceptable. However, we must receive a physical copy of the letter in order to return the remaining funds to the sender of the deposits. 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 15, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on his account. On November 6, 2016, we received an authorization request from DELTA in the amount of $414.20 on Mr. [redacted] account. On...

November 7, DELTA posted a second charge to Mr. [redacted] account for the same amount. Mr. [redacted] began contacting us on November 8 to report that he was double charged. We requested Mr. [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting one of the transactions in order to release the funds back into his available balance.If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collected. We request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.We were able to release the pending transaction back into Mr. [redacted] available balance on November 10, and informed him that the release was not a stop payment or cancellation of the transaction. A member of our Corporate Response Team spoke with Mr. [redacted] on November 15. We apologized for the poor 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 need any further assistance.  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 she received as a gift.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. 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 that it is not a gift card.The card packaging also contains important information that notifies the consumer of the most common fees associated with using the card and maintaining the account, including balance inquiry and purchase transaction fees.  This information is fully disclosed in the Cardholder Agreement and is also available on our website.On March 12, 2016, Ms. [redacted] received a Netspend card with $10.00 loaded on it.  Ms.[redacted] contacted our Customer Service Department on July 27 to discuss the fees that were applied and requested to close the account in order to receive her funds back immediately.A member of our Corporate Response Team spoke to Ms. [redacted] on July 28 to discuss the options available for retrieving her funds. As a courtesy, we have reinbursed her for Account Maintenance fees charged and restored the account balance to the original amount. At Ms. [redacted]’s request, we are mailing her a refund check to the address on file. She should receive this check within 10 business days.We apologize for the poor service that Ms. [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 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 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.On March 18, 2016, Ms. [redacted] attempted to activate her NetSpend card, but we were unable to verify her identity using the information she provided. We asked Ms. [redacted] to send us copies of identifying documents. In lieu of sending in documents, she requested to have a check sent to her. The check we mailed to her on March 22 had a spelling error on her last name. Upon receiving her complaint on April 19, we contacted Ms. [redacted]. A new check with the correct last name spelling is being sent to her address on file. 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 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, July 13, 2017To Whom It May Concern: Thank you for forwarding Ms. [redacted] 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 Ms. [redacted] dispute claim and complaint that reimbursement was not provided. After review, we’ve determined that her claim was handled correctly. We attempted to reach Ms. [redacted] by phone and email on July 11, but unfortunately, were unable to speak with Ms. [redacted]. 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 concern.Thank you, [redacted]Customer Experience Analyst Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:the issue was not resolved completely the money may be in route by check instead of just refunding back the same way I paid. It's simply an inconvenience to me and not only that the representive I spoke with informed me that my social security number was that of a deceased, still after all this he claims his system states that and "I need to look into that". Well I did look into and social security stated my social is not showing that so I am not sure what system netspend is using but it's very disturbing to be told such a think about sensitive information such as my social. I now feel extremely uncomfortable that this company has my social, I please ask for my information to be removed if possible I want no connection to netspend. It's unfortunate that they provided false information about something that is serious, I take my financial and personal information seriously. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am waiting until I am supplied their third party "source".  I am VERY concerned about some "unknown" third party that they say provides them with things like my SOCIAL SECURITY number etc. for them to be able to verify my identity before the card would have ever been activated.  Also, as mentioned in a previous communication, it appeared that card could be "activated" just by dialing the number to activate it.  Therefore, as I explained to someone from their company...that called me, if it was delivered to an incorrect address in error, it appears that person could activate it just by calling the number.  The representative said something about they would need to verify information such as my SS #, etc.  That is when I ask how THEY, this company, would even have personal information like my SS#.   That is when they mentioned the "third" party situation.The reason I am not communicating by "phone" is because I want all of this in writing.  If it isn't in writing, it basically doesn't exist.  They may possibly have it "recorded", but the consumer cannot do the same in most cases.I request that this company PLEASE not continue putting MY NAME in this correspondence.  The Revdex.com has made it clear that no personal information should be included.  Also, I request that IF the Revdex.com does list this case on their website, that MY NAME, mentioned in the previous correspondence from this company be deleted.
Regards,
[redacted]

Wednesday, January 11, 2017To Whom It May Concern:We received complaint #[redacted] filed with your office by [redacted] concerning her direct deposit. On December 28, 2016, Ms. [redacted] received a direct deposit that posted to a Card Account she no longer had in her possession.   Ms. [redacted]...

did not want a replacement card and our Customer Service Department suggested that she transfer funds to another NetSpend Card Account in order to access her available balance. In response to her communication, a member of our Corporate Response Team attempted to contact Ms. [redacted] to discuss ways to access her available balance.  We informed Ms. [redacted] that the funds could not be returned to the originator, but we did update her address and ordered a new Card Account.  The Card Account will be expedited and the shipping fee was waived.  As a courtesy, we issued a credit to her Card Account due to the inconvenience she experienced.  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 corresponded 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 her dispute claim. On June 15, 2016, Ms. [redacted] contacted us to dispute an ATM transaction that did not dispense the full funds she requested. We immediately opened a dispute claim and...

began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.   To assist with her claim investigation, we requested Ms. [redacted] to send us a letter of dispute explaining why she feels the transaction was an error.On June 21, we concluded our investigation with no credit being issued to Ms. [redacted]’ account. The merchant provided documentation that validated the funds dispensed. We spoke with Ms. [redacted] on June 23 to discuss the outcome of her claim. We provided Ms. [redacted] with a copy of the documentation presented by the merchant.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

Complaint: [redacted]
I am rejecting this response because:The company did not complete a thorough investigation and in result of this has caused me to loose more money than the dispute was for. They never contact or address why they did not contact the Motel 6 corporation even though he information was provided to them. 
Regards,
[redacted]

Wednesday, July 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a missing cash load on her account.On June 29, 2016, Ms. [redacted] made four cash loads to her account at four different locations.  After review, our records do...

not show a cash load at the Holiday Station Store.  In response to her communication, we reached out to Ms. [redacted], but unfortunately, we have not spoken to her.  She informed us by email that she received a refund from the Holiday Station Store.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, February 26, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a payment for an expedited card order that she did not receive.  She’s requesting a refund for the card fee.  On February 17, 2016, Ms [redacted] reported...

her card as stolen and she requested an expedited replacement card.  Our Customer Service Department ordered the requested card during the call.  We reached out to Ms. [redacted] on February 22nd by telephone and email, but unfortunately, we have not had the opportunity to speak with her.  As a courtesy, we refunded the fee to expedite her card order.  Ms. [redacted] activated her replacement card later that same day.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on her replacement card. We have provider her our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company