Realcor Developments Ltd.

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on January 10, 2018 by way of telephone, e-mail, or letter. If a letter has been sent, it should be received within the next...

five business days. Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on July 5, 2017 by way of telephone.  Our records show we received Mr. [redacted]’ check returned back to us as undeliverable.  We confirmed we have...

his address correct and on July 05, mailed him a new refund check.  If the funds are not received by July 19, we request that Mr. [redacted] contact us directly. 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card she purchased.   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.  The NetSpend packaging also has important information that notifies the consumer of basic fees that are associated with the card. This information is also available on our website.    Ms. [redacted] purchased a temporary card NetSpend card at CVS on November 20, 2016, with $200.00 loaded onto it.  Ms. [redacted] contacted us to activate her card however, we were not able to automatically verify her identity with the information provided and we asked Ms. [redacted] to send us identity documents. Ms. [redacted] was not comfortable sending the documents requested and agreed to have her card for 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.    Our records show that Ms. [redacted] was able to use her card successfully, she also experienced some declined transactions due to an incorrect pin number being entered or that only partial funds were available per the transaction attempted.   A member of our Corporate Response Team spoke with Ms. [redacted] on December 12. We explained our product features to Ms. [redacted] and as a courtesy we refunded her account for the transaction fees she was charged. We are mailing Ms. [redacted] a check for her remaining balance, as well as a check for the fees that we reimbursed, to the address on file. Ms. [redacted] should receive this check with 10 business days.   We apologize for the poor service Ms. [redacted] received from our Customer Service Department. 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 Team NetSpend, A TSYS Company

Complaint: [redacted]
I am rejecting this response because: Apparently this guy is just a robot because he's saying the same exact thing he said the last time and I refuse to give anymore energy to this fraudster! I have not contacted them back because I will allow my lawyer and the courts to do that! It's very clear that this is what he's been trained to say and there is no need in continuing to waste my breath! I'm just grateful that I've found SEVERAL other customers that this is has happened to and I will go forward from there..
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the unsolicited NetSpend Prepaid Card offers that she received in the mail. Ms. [redacted] would like to opt out of future card offers and does not want to be contacted.NetSpend works with third...

party marketing partners that provide us with information for consumers who may need a service like our prepaid debit card. The card offer is not active and the card offer 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 offer can only be used by the intended recipient. During the card offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Card is not a credit card. The primary cardholder must be at least 18 years of age. The card carrier within the envelope contains an opt-out phone number designated to route potential cardholders to an agent to decline the card offer or future mail offers from NetSpend. The phone number located on the back of the card offer is designed to handle card activations only.We have removed Ms. [redacted]’s name and address from our mailing list and she should not receive any future card offers from any NetSpend managed programs. We apologize for any inconvenience that Ms. [redacted] experienced.Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom
It May Concern:We received complaint # 10879722 filed with your office by [redacted] concerning her replacement card
order that has not arrived in the alotted timeframe.  She’s requesting her funds to be refunded to
her.  On
October 6, 2015, Ms. [redacted] reported her...

card as lost through the online
account center at www.paypal.com/prepaid and ordered two custom
replacement cards. The custom card orders were rejected due to a problem with
the picture. Since the custom cards couldn’t be processed, the card order cost
was automatically refunded to her account balance the next day. Our customer
service ordered Ms. [redacted] a replacement card on October 8th and informed
her that it should arrive in 7 – 10 business days, October 22nd.  That card was not received, and a second card
order was placed on October 26th.  Ms. [redacted] received that card and activated it on November 3rd.  NetSpend
regrets the inconvenience that Ms. [redacted] went through concerning her card
order requests.  We reached out to her by
telephone and email on November 3rd, but have not had the
opportunity to speak with her.  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]. Mr. [redacted] states that his NetSpend card could not be activated because of a previous account with a negative balance. He wants a refund for the money that he’s recently deposited to his new NetSpend card. ...

On September 6, 2015, Mr. [redacted] attempted to activate his prepaid debit card purchase from a retail store. Our system recognized his information from a previous account history and placed a block on his new account. His account was reviewed by a member of our corporate office, and the card was converted to Limited Use on September 8th. Limited Use is a method in which our cardholder’s can dispense their funds by making in store purchases, using PIN or Signature transactions. Once the funds are depleted, the account will close. . NetSpend regrets the inconvenience that Mr. [redacted] experienced while activating his new card. We have provided him our contact information should he have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

January 26, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint to us. The Netspend prepaid debit card allows you to spend money you load to the card in advance, and it can be reloaded for continued use.  We do not offer any cards with funds already loaded.We...

attempted to reach Mr. [redacted] by phone and email on January 25, 2018, but unfortunately, we were unable to speak with him. The email we sent outlined our actions to resolve his complaint. Mr. [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted].  Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with his 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she put funds on her card but the money was not available to use. She wants to have access to her money. On June 22, 2015, we spoke with Ms. [redacted] and explained the amount of...

funds available on her card. When Netflix attempted a second charge on her account, the balance was less than the requested amount so the transaction was declined. NetSpend regrets any inconvenience Ms. [redacted] experienced with the card transactions. 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]. Mr. [redacted] mentions that funds he loaded on to his card from one of our reload locations was not applied to his account. He requests the amount of $400.00 to be returned. On August 26, 2015, we...

spoke with Mr. [redacted] concerning the money loaded at our reload location. He informed us that everything was resolved. Our system does not indicate a store load on August 18th, but we do show a load to Mr. [redacted]’ card on August 21st. NetSpend regrets any inconvenience that Mr. [redacted] experienced while loading his card. Should he have any additional questions or concerns, he can reach us at ###-###-####. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, May 31, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted] complaint to us. NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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. Because NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us.Unfortunately, we were unable to locate a Card Account or contact Mr. [redacted] with the information he provided. We regret to hear that Mr. [redacted] had a bad experience with our Customer Service Department.  We will make sure these concerns are addressed should Mr. [redacted] provide better contact information.  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

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] does not mention any additional comments. Her first request was to be reimbursed for the transactions that were disputed on her account, in addition to fees that were incurred. Ms. [redacted]’s disputes claim is still ongoing. If her claim is successful, Ms. [redacted] will be reimbursed for the disputed amount in addition to all fees associated with the disputed transactions by November 14th at the latest. 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

Wednesday, March 1, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card that was not received. On February 21, 2017, Ms. [redacted] contacted us to report that her card ending in [redacted] was lost.  The new replacement card...

ending in [redacted] was ordered with a 1 – 2 business day delivery timeframe.  Ms. [redacted] transferred her Card Account balance to another Card Account in her name.  Ms. [redacted] called back on February 25, to inform us that she never received the expedited card ending in [redacted].  We ordered her another card ending in [redacted] with expedited delivery.  Ms. [redacted] received and activated  the card ending with [redacted] on March 1.  In response to her communication, a member of our Corporate Office reached out to Ms. [redacted] via email on March 1, 2017, to provide further insight about her Card Accounts.  We ensured Ms. [redacted] that she was not charged for the expedited cards.  We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that his account was blocked due to a refund he received. He was transferred and put on hold for three hours to resolve the block. He wants the account unblocked and the refund...

processed. . On May 18, 2015, Mr. [redacted]’s NetSpend card received a credit from T and H Sweeper in the amount of $206.00. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. He called on May 19th to get the block removed. Our Risk Department requested a copy of the original receipt for review. That same day the block was removed after receiving the requested document. NetSpend regrets any inconvenience Mr. [redacted] experienced as a result of the merchant credit. 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 her overdraft protection.   We are required to monitor each cardholder’s use of the Overdraft Protection Program to determine if it is being used excessively, and to limit the...

amount of fees that are assessed to the cardholder’s account.  On December 15, 2016, Ms. [redacted] Overdraft Protection Program was temporarily suspended.     A member of our Corporate Response Team spoke with Ms. [redacted] on December 29, and explained why her Optional Overdraft Protection was temporarily deactivated.  We informed Ms. [redacted] that the feature will be reactivated on March 15, 2017 as long as she continues to meet the eligibility criteria.  As a courtesy, we issued reimbursement to her account for the recent overdraft fees.    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

Wednesday, November 15, 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 November 7, 2017 by way of telephone. We informed Ms. [redacted] by email on November 15, 2017, of 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard she received in the mail.  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. Because NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us. 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. A member of our Corporate Office reached out to Ms. [redacted] on February 28, 2017 to discuss the card offer she received.  We permanently blocked the card offer and have also removed Ms. [redacted] name and address from our mailing list.  Ms. [redacted] should not receive any future offers from any NetSpend managed programs.  Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained.  This information will be conveyed to Ms. [redacted] once it’s received.  We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.   Thank you,[redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

Wednesday, May 17, 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 May 11, 2017 by way of telephone. She spoke directly with the Dispute Analyst the day before to provide...

additional information concerning her dispute claim. Ms. [redacted] was provided contact information to send her documents to the Dispute Department. We also emailed Ms. [redacted] the same details on May 17, because we had not received the documents for review. Once we receive the documents we will consider its impact on her dispute claim. Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concerns. Thank you, [redacted]Customer Experience Specialist Netspend a TSYS Company

Complaint: [redacted]
I am rejecting this response because: This is the second time I have updated the Revdex.com about the incompetence of "the bank."  A large part of my complaint was in the treatment I received from the customer service department and their repeated refusal to get me in contact with the fraud department which is discretionary.  [redacted] each time he has replied has focused solely on the fraud department and their diligence to make sure the card is not improperly used.  Up to this point he has made no comments about the customer service department to your organization and only a vague, "I will look into it," to me.  This does not qualify as "doing everything" to  address my concerns.  In fact it is doing nothing to address my concerns.  The fact that the day you post my complaints he makes a quick call and e-mail then replies back to you attempts were made to contact me but have been unsuccessful show that he is not willing to put the time into waiting for a return call.  What is really happening here is an attempt to ditch this complaint.  The first time he called me he said the card was reactivated so there was nothing further to discuss.  It really is a show of smoke and mirrors.  Netspend wants to look good only tot he consumer advocacy agencies and could care less about how they treat their customers.  Absolutely forward my comments on to them but at this point there is no good will from them and it is pointless to have further communication with them.  The Revdex.com will need to decide how to proceed with this company's rating, but for myself I am refusing to stay on the carousel of doublespeak.  I have no doubt you have received other complaints about this company because Mr. [redacted] said he was the one all customer complaints come to.  If you have someone in a company dedicated to that position it means you get many such complaints.  As for me I have stated 3 times now what is messed up about that company and how it affects customers.  My position has not changed and nothing Mr. [redacted] or any representative has bloviated upon has changed that view.  I refuse to have any more contact with them, and refuse their limp attempt to put on a show of solving problems when it is clear they have no desire to do so.
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.
My issue has been resolved by the company. Thank you for contacting them.
Regards,
[redacted]