Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not received. On April 11, 2016, Our Risk Management Team closed [redacted] account due to risk factors that were identified with his activity/information. These...

risk factors are not shared publicly for security reasons and [redacted] is no longer eligible for products managed by NetSpend.On April 26, [redacted] dispute claim was resolved and a credit was applied to his account.  On April 27, a refund check was requested to be mailed to his address on file.Upon receipt of his complaint, we contacted [redacted] on May 12 to discuss the status of his refund check.  He informed us that he has not received his check.  We requested a new refund check and confirmed that it will be mailed to him on May 16. We apologize for the poor service that [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 [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 activation of his NetSpend card.We have attempted to contact [redacted] on May 6 and 10, 2016 to assist him, but have been unable to speak with him or locate the account in question. Should [redacted]...

[redacted] contact us, we will be glad to review his account with him.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

Complaint: [redacted]
I am rejecting this response because:I got a message and an email to respond to [redacted] from Netspend less than 24 hours ago. You didn't give me enough time to respond to you. I did call back and leave a message to speak to [redacted] at Netspend. The customer service agent I spoke to first asked me if I wanted my card to be turned off or blocked. She gave me an option and I said no. Reason being my card is connected to direct deposit and other accounts and I needed my money to be free. At this time my money is still locked and I can not get it due to not having any cards or access. It's Christmas and I'm blocked from my funds. This is unacceptable. If my card had to be locked then she should not have given me an option. Then she locked it anyway without my consent or knowledge of her actions. If that was protocol, then I should have been informed and given another option to get into my funds. As far as the dispute, I understand it takes time, but I'm being punished b the company for Netspend's actions and someone else's actions. No. I'm not happy. Then you charge to transfer funds when you are the one's who did the damage on top of damage I was already trying to solve.
Regards,
[redacted]

Friday, August 12, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On July 29, 2016, Mr. [redacted] contacted our Customer Service Department to report a pending authorization from [redacted] that was not authorized by...

him. We immediately blocked his card to prevent additional unauthorized charges and ordered a replacement. The merchant collected on the authorization and the transaction posted to Mr. [redacted] account the following day. On August 01, we promptly opened a dispute claim and began our investigation. We also informed Mr. [redacted] of the investigation timeframes afforded under Regulation E. A member of our Corporate Response team spoke with Mr. [redacted] on August 4, and reviewed the account transaction history with him. We conducted a conference call with Mr. [redacted] and the merchant in an attempt to resolve the overcharge issue. The merchant agreed to issue a credit to Mr. [redacted] account for the full amount of the overcharge. Once the credit posts to Mr. [redacted] account we will notify our Disputes Department to close the dispute. On August 06, the merchant issued a partial refund to Mr. [redacted] account. In response to an email communication we received from Mr. [redacted], the Manager of Corporate Response Team spoke with him on August 12 and advised we will continue our investigation of his dispute claim. On August 15, his claim will be reviewed to determine provisional credit eligibility. The claim is scheduled to be finalized on September 15. The results of the investigation will be sent to Mr. [redacted] within three business days of the deadline date. 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

Wednesday, April 26, 2017To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning his dispute claim.  As you requested, we addressed this matter directly with Mr. *** on April 26, 2017 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.Mr. *** has been provided our direct contact information should he have any additional questions concerning this matter.    Thank you,*** ***Customer Experience AnalystNetspend, a TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning an account confirmation letter.   On January 1, 2017, Ms. [redacted] emailed our customer service department and requested an account confirmation letter for her account ending in...

[redacted].  She was informed that we would send her the documentation she needed and the fee associated with the request.  On January 6, Ms. [redacted] contacted us and informed us that she had not received the letter yet.  A member of our Corporate Response Team spoke with Ms. [redacted] on January 12, and apologized for the delay in receiving the account confirmation letter.  We emailed Ms. [redacted] the document as she requested and waived the processing fee.  She will also receive a copy of the account confirmation letter at the address we have 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 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:
Netspend has been aware of the fact the treasury does not have the funds. The treasury is open Monday thru Friday and there is no wait on the phone to talk to them so this long drawn out process is very unnecessary. Also why do they need to determine who MY funds go to. The Va paid me my funds in full so the remaining balance belongs to me. Netspend is not making a real effort to resolve the problem at all. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because This is really terrible that somebody stole all my information and stole my hard earned and worked for money and no one is trying to refund me my money I filled a police report and everything and I still can’t get my money but my cal clearly my information was noso protected with netspend because someone was still able to steal all of my money but so this means my personal information was not protected by netspend I never gave anyone’s no permission and my information wasn’t written down anywhere for them to get it clearly my idenity WAS stolen why would I go through th all th is trouble just to get money back I sent to someone it’s ok I’m just it’s goin get a laywer I work to hard for my money 
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On August 5, 2016, Ms. [redacted] contacted our Customer Service Department to report an ACH (Automated Clearing House) unauthorized debit transaction that...

posted to her account by using her account and routing numbers.  We immediately opened an ACH dispute claim and began our investigation.   On August 17, we concluded our investigation with no credit being issued to Ms. [redacted]’s account as Ms. [redacted] had previous authorized transactions with the merchant PAYPAL CREDIT. We requested proof of cancellation of the service with the merchant, but have not receive the requested documentation.   A member of our Corporate Response Team reached out to Ms. [redacted] on September 26, regarding the resolution of her ACH dispute claim. On September 27, we received the requested documentation and we re-investigation her claim and provided full reimbursement for the disputed ACH transactions.   We apologize for any misunderstanding regarding the documentation requested in order to assist us with our investigation.   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:Problem Description:I have already filed complaint [redacted] in August. I was told August 24,2015 my account would be closed and refund of $40.96 would've issued. I have yet to get it. I've called netspend 8 times regarding this with no resolution.Desired Outcome:I want my $40.96!
Regards,
[redacted]

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions that she sent all the documents we requested but block has not been removed from her account. She’s requesting access to the merchant refund posted onto her account. We received documentation pertaining to the refund on September 19, 2015. However, the documentation was not accepted because it did not include a full copy of the original purchase receipt for the transaction that was refunded. We spoke with Ms. [redacted] on October 2nd, and informed her that the block will be removed oncewe receive a copy of the full original purchase receipt. 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 a rebuttal complaint # [redacted] filed with your office by [redacted]. She states that she has been unable to reach us for a real resolution.  She wants us to contact her.  On August 4, 2015, we spoke with Ms. [redacted] and resolved her concern.  We are mailing her a check for $25.00 on August 7th.  She will receive it in twenty business days at the latest.  NetSpend regrets the inconvenience that Ms. [redacted] has experienced with her NetSpend 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

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 September 08, 2017 by way of telephone and e-mail. She was able to access the remaining funds on her Card Account, closed to protect her from...

any further fraudulent activity. 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: I still have one more pending dispute for august 8th & the experience I went through with netspend was horrible 
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a transaction on her account.   On August 9, 2016, we received an authorization request from [redacted] Hotel Resort to hold $66.20 and $33.80 on Ms. [redacted] account. On August 11,...

Ms. [redacted] contacted us and reported that she paid [redacted] Hotel Resort by other means and the merchant was not going to collect on the transactions. We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm the cancellation of the transactions in order to release the funds.   If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. 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.   A member from our Corporate Response Team reached out to Ms. [redacted] on August 15 to discuss her account.  We were able to release the pending transactions back into her available balance.    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 he spoke with.   We have provided Ms. [redacted] with our contact information should she need any further assistance.    Thank you,   [redacted] Corporate Customer Response Team

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized transactions on his NetSpend card. He’s requesting to have the funds returned to him.  On February 12, 2016, Mr. [redacted] reported three unauthorized pending charges on his...

card.  The card was blocked as a protection against future unauthorized charges and a replacement card was ordered to be sent to him. Mr. [redacted] opened a dispute claim on February 25th and was informed that he would receive an update in ten business days, by March 10th.  Our Disputes Department investigated his claim and credited his account on March 1st. Due to risk factors, our Risk Management closed Mr. [redacted]’s account and a check will be mailed to him at the address on file.  This check should arrive within 10 business days. I attempted to contact Mr. [redacted] by phone and email on February 29th and March 2nd to address his concerns, but I have not heard back from him. Should Mr. [redacted] contact me, I will review his account with him.NetSpend regrets the inconvenience that Mr. [redacted] experienced with the unauthorized activity on his card. 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

Complaint: [redacted]
I am rejecting this response because I never received or cashed anything. 
Regards,
[redacted]

Friday, July 22, 2016 To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On July 7, 2016, Ms. [redacted] contacted us to report an unauthorized transaction that posted to her account. We immediately...

blocked her card to prevent further unauthorized activity and ordered her a replacement card with a 7-10 business day delivery. We opened a dispute claim and began our investigation. We informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.   Ms. [redacted] received and activated her replacement card on July 16. We issued a provisional credit to Ms. [redacted]’s account on July 21, while we continue our investigation of her dispute claim.   A member of our Corporate Response Team was able to speak with Ms. [redacted] on July 18 regarding her dispute claim. Ms. [redacted] confirmed she had no further questions or concerns.  Ms. [redacted]’s claim is scheduled to be finalized on August 19.  The results of the investigation will be sent to her within three business days of completing our investigation.   We apologize for any information that wasn’t consistent regarding the timeframe to receive her card. Additionally, 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. As a courtesy, we have issued $20.00 credit to Ms. [redacted]’s account.   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, August 1, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her account. We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with...

us. When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. The requirement to obtain this information is presented on the website when ordering the card and provided inside the envelope sent with the card mailing. On July 10, 2016, Mr. [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified. We requested him to provide copies of his identification documents to verify his identity manually. Mr. [redacted]’s direct deposit arrived on July 28, we sent Mr. [redacted] an email requesting the required documents so the account could be approved for the posting of his deposit. Unfortunately, the documents he provided were inadequate to approve the account. The posting timeframe for his deposit expired on July 29, and we returned the funds to the sender. A member of our Corporate Response Team attempted to reach out to Mr. [redacted] on August 1, but unfortunately, we were unable to speak with him. We emailed him the status of his direct deposit. 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]. Mr. [redacted] states that he was blocked from getting a refund and NetSpend requested a receipt. He wants the refund of $614 to post to his account. On June 15, 2015, Mr. [redacted]’s NetSpend card...

received a credit from Fry’s Electronics in the amount of $616.16. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. Our Risk Department requested a copy of the original purchase receipt for review. The invoice document that Mr. [redacted] sent wasn’t an acceptable document to remove the block. When he sends the original purchase receipt showing the method of payment and date of purchase from Fry’s Electronics, we will review it for removal of the block. NetSpend regrets the inconvenience that Mr. [redacted] experienced when attempting to obtain his refund from Fry’s Electronics. He has my contact information should he have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company