Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an overdraft fee that she’s requesting to be reimbursed for. The Overdraft Protection Program is an optional service made available to eligible NetSpend Premier Cardholders. If the...

available account balance is overdrawn beyond the $10.00 purchase cushion, we will charge a $15.00 fee for each transaction that draws the account further into the negative. If the account is funded and brought to a $0 or positive account balance within 24 hours, the overdraft fee will be waived.  I credited the overdraft fee in question back to Ms. [redacted]’ account; however, after attempting to contact her by phone and email on March 9th and 10th, 2016 to address her concerns, I have been unsuccessful in being able to speak with her. Should Ms. [redacted]’s contact me, I will review her account with her.NetSpend regrets the inconvenience that Ms. [redacted] experienced with the overdraft fee. 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:I was not notified during this process that the card could not be unblocked and was forced card to spend additional money on a temporary card and to fund this new card then charged to get the money off the new card and even told that they were going to charge me to transfer my money from the original account to the new card after several more calls and countless hours on the phone only to have a different supervisor unblock the original card that several representatives and managers had told me I couldn't use and that they couldn't unblock I feel it was an unnecessary step to purchase a new card and cost me money to purchase fund and to get my money off of this should be refunded 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her account.On February 26, 2016, our Risk Management Team closed Ms. [redacted] account because they identified risk factors associated with her information. These risk...

factors are not shared publicly for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend. The remaining funds on Ms. [redacted] account were sent back to the US Treasury / Social Security Administration (SSA) on March 3. The SSA will determine how to get the funds to Ms. [redacted] by other means. On March 31, a merchant refund was applied to Ms. [redacted] account. The amount of this refund was mailed to her address on April 8. Upon receiving her complaint, we reached out to Ms. [redacted] on April 26 to address her concerns about the returned funds. We have not had the opportunity to speak with her, but we will assist her further when she contacts us back.We have provided Ms. [redacted] our contact information should she have any additional questions or concerns. Thank you,[redacted]
[redacted]lCorporate Customer Response TeamNetSpend A TSYS Company

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block that took
place on her new card that was caused by a previous account with a negative
balance.  She’s requesting a
reimbursement to the person who tried to reload her...

card.  On November 18, 2015, there was an
attempt to activate a new prepaid debit card in Ms. [redacted]’s name. Our system
recognized that her information was associated with previous account that had a
negative balance, and automatically blocked the new account. Ms. [redacted] spoke
with a member of our Corporate Response Team on November 20th who resolved
her concerns by transferring the funds that were loaded on the new card, to the
card that she is currently using.  We
have mailed the account transaction history statements to Ms. [redacted]’s address
so that she can review the transactions that caused her previous account to go
into the negative.  NetSpend
regrets the inconvenience that Ms. [redacted] experienced while attempting to
activate her new 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:   We received complaint # [redacted] filed with your office by [redacted] Forsse concerning the fees associated with her NetSpend card. On December 21, 2015, Ms. [redacted]s temporary card was purchased from a retail store and given to her as a gift. Ms. [redacted] called to activate...

her card on July 20, 2016.  Our Customer Service Department advised Ms. [redacted] that her temporary card had expired and explained the maintenance fees associated with her account.  Ms. [redacted] requested to close her account and have a refund check for her remaining account balance mailed to her address on file.   In response to her communication, we spoke with Ms. [redacted] on July 25, 2016 about the access of her funds. We explained that the temporary card is not a gift card.  We also restored her account balance to the original amount.  Ms. [redacted] will receive a refund check 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 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 April 3, 2016, Ms. [redacted] contacted us to dispute three transactions that were never credited back to 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. We concluded our investigation of Ms. [redacted] claim on May 31, and a full reimbursement for the disputed transactions was issued to her account. Upon receiving her complaint, we spoke with Ms. [redacted] on May 31 to discuss her dispute claim. We appreciate her patience as we retrieved her funds. We also 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 TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by Dominique [redacted] concerning the inconvenience he experienced with receiving his tax refund to his NetSpend Prepaid Debit Card.  On March 4, 2016, we spoke with Mr. [redacted] and addressed his concerns.  We...

informed him that no deposit arrived for posting to his account.  He confirmed the correct account and routing numbers were given to Turbo Tax at the time he processed his tax return.  The message he received from the IRS.GOV website informed him to contact them if his return is not received by March 7th.  We followed up with Mr. [redacted] by telephone and email on March 9th, but unfortunately, we have not had the opportunity to speak with him for an update. We will assist him when he returns our call.  We have registered him to receive a text message to his cell phone when a deposit is posted to his account.     NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting on his tax refund.  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

Friday, August 26, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard offer 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.NetSpend is a prepaid debit card product and not an extension of a line of credit. A credit check is not required or processed when a customer purchases or requests a NetSpend prepaid debit card 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. A member of our Corporate Response Team reached out to Ms. [redacted] on August 22, 2016, regarding the card offer she received. At her request, we permanently blocked the card offer and removed her information from further marketing offers for Netspend products. 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

Wednesday, January 24, 2018To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint [redacted] to us. We attempted to reach Mr. [redacted] by telephone on January 19, 23, and 24, 2018 to assist with accessing his online account center, but unfortunately, we were unable to...

speak with him.  We also attempted to email Mr. [redacted] at the address provided in the Revdex.com message, but it was returned back as undeliverable.  We sent another email to an alternative address to relay the actions taken to resolve his concerns.  Mr. [redacted]’ case has been assigned to Corporate Response Team Analyst, [redacted].  Should Mr. [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him with this matter.  Thank you for bringing this matter to our attention.Thank you,[redacted]
Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions she had a $.80 cent balance and she was given wrong information. She requests the overdraft fee to be refunded back to her account due to the incorrect information she was provided. As mentioned in our previous response, Ms. [redacted]’s balance was negative, $(82.56), when she used her card for a $0.80 transaction on August 24, 2015. Our records show five hours prior to the transaction, Ms. [redacted] used the text message feature to check the card balance. The same balance information can also be viewed at no cost through the website www.netspend.com. The $15.00 overdraft fee charged as a result of the $0.80 transaction was in accordance with the terms of the program. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the overdraft fees. 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 a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she contacted the IRS and they do not know about her returned tax refund. She wants information on the returned funds. As we stated in our last response, Ms. [redacted]’ funds have been returned to the Internal Revenue Service. We gave her the lead number for the money sent back to them. At this time we have no other information to provide her. The funds are no longer with NetSpend. Ms. [redacted] will have to contact the IRS for any updates in their processing of her returned refund. 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 Brink’s Prepaid MasterCard offer that he received in the
mail.  He’s requesting to be opted out of
future card offers because he feels this type of advertisement is unethical.The offer...

(and accompanying disclosures) Mr.
[redacted] received was distributed in compliance with the Electronic Fund Transfer
Act as implemented through Regulation E (12 CFR 1005.5(b)). His social security
number and date of birth were not provided and are not connected to this offer
in any way. No account in his name has been activated without his permission.
This offer is NOT a credit card, it contains no value, and it cannot be used to
conduct transactions. No credit report has been or will be obtained in
connection with this offer, and this offer does not have any effect on Mr.
[redacted]’s credit. NetSpend works with third party marketing
partners that provide us with information for consumers who may need a service
like the NetSpend Prepaid MasterCard. We mail those consumers card offers.
Because Netspend feels strongly about customer privacy, we only contract with
marketing affiliates that have collected the information from willing consumers
and have received permission to share it with us. Again, 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 can only be used by the
intended recipient.  On October 21, 2015, we reached out to Mr.
[redacted] by telephone and email.  We have not
had the opportunity to speak with him yet but will assist when he calls.  We removed his name and address from our
mailing list and he should not receive any future offers from any NetSpend
managed programs. We’ve also submitted a request to obtain specific details of
how Mr. [redacted]’s information was obtained for this card offer.  When it is received, we will relay the
information to him.  We
apologize for any inconvenience that Mr. [redacted] experienced as a result of this
card offer.  He has been given 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 a block that was placed on
his account as a result of having a negative balance.  He’s requesting to have access to his account
immediately so that he can access the funds that were...

recently deposited.. On
October 2, 2015, our system blocked Mr. [redacted]’ account because it had a
negative balance of $94.72 for 180 consecutive days.  He received a direct deposit to the same
account on November 4th for $1589.66, and a notification was sent to
our Recoveries Department to recover the negative balance in efforts to remove
the block. On November 7th, the negative balance was recovered and
the account block was removed.  A text
alert was also sent to Mr. [redacted] to notify him of the block removal.  We reached
out to Mr. [redacted] by telephone and email on November 13th.  We have yet to speak with him, but will
assist with his concerns when he returns our call. NetSpend regrets the
inconvenience that Mr. [redacted] experienced as a result of the account block.  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 # *** filed with your office by *** ***. Ms. *** states that she was charged for both fee plans on her Netspend card. She wants $40 returned to her card balance. The NetSpend Prepaid Debit card has two fee plans for Ms. ***’ card....

The ‘Pay As You Go’ plan is the default plan for her card. On January 13, 2015 she chose the optional ‘Fee Advantage Plan’ (FAP). This plan charged a flat fee of $9.95 to waive all $1 and $2 transaction fees while using the card. Ms. *** was upgraded to a premier customer so her next charge for the FAP was $5. The FAP is an optional offer from NetSpend and Ms. *** opted out of the plan through the online website on May 15th. She called on June 18th to restart the FAP at the reduced price of $5 per month. NetSpend regrets the inconvenience that Ms. *** experienced with the optional FAP. We have provided her with our contact information should she have any additional questions or concerns. Thank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I talked to many customer service agents. They keep telling me send documents. Allow 6 hours. This company's beens holding my funds for over a week now. I feel very frustrated and inconvenienced over this matter. Don't understand why they won't release my funds. At this point I just want them to close this account and send me my money.
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Mr[redacted] complaint to us. As you requested, we addressed this matter directly with Mr. McClendon on February 14, 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: We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized transactions made with her NetSpend card.  Ms. [redacted] is requesting for her funds to be made available as soon as possible.  On February 4, 2016, Ms. [redacted]...

contacted our customer service to report several unauthorized transactions on her account.   A member of the Corporate Response Team spoke with Ms. [redacted] to assist with accessing her money and blocking her compromised card.  Once the pending transactions post to the account, we will assist Ms. [redacted] with getting the money returned through our dispute process. NetSpend regrets any inconvenience Ms. [redacted] experienced while waiting for her funds to be available onto her card.  She 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

Thursday, September 28, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted]’ complaint [redacted] to us. Our records show a dispute claim was initiated on September 2, 2017.  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 reviewed Ms. [redacted]’ dispute claim and determined the investigation is being handled correctly.  Her claim is scheduled to be finalized on November 3, 2017.  We attempted to reach Ms. [redacted] on September 22, 26, and 28, 2017 by telephone and by email, but unfortunately, we were unable to speak with her. The email we sent outlined our actions to resolve her complaint and provided further insight on the dispute resolution process. We also mailed a letter to the address provided by Ms. [redacted] with the same details regarding her dispute claim.  She should receive the letter within 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 Specialist Netspend, a TSYS Company

Thursday, December 22, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a Paypal Prepaid card he has not received. On November 12, 2016, Mr. [redacted] reported his card ending in [redacted] as lost through his online account center....

Mr. [redacted] ordered a replacement card ending in [redacted] to be delivered to his address on file. On November 15, Mr. [redacted] contacted us to report that he had not received his replacement card yet. Our Customer Service Department advised Mr. [redacted] the card was ordered with a 7-10 business day delivery timeframe. On November 29, Mr. [redacted] contacted us once again because he had not received his replacement card. We blocked card ending in [redacted]. Mr. [redacted] provided us with an updated address and we ordered him card ending in [redacted] with a 7-10 business day delivery.On December 15, Mr. [redacted] contacted us because he had not received the second replacement card. We blocked card ending in [redacted]. Mr. [redacted] provided us with an updated address and we ordered card ending in [redacted] with a 7-10 business day delivery.A member of our Corporate Response Team spoke to Mr. [redacted] on December 20. Mr. [redacted] advised he still hadn’t received a replacement card. Mr. [redacted] updated his address and we ordered a third replacement card ending in [redacted] to be expedited 1-2 business days at no charge. We spoke with Mr. [redacted] again on December 22, and he confirmed receiving the card ending [redacted].We apologize for any difficulty Mr. [redacted] experienced in receiving a replacement card. 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