Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend account.  She’s requesting for her card to be activated so she can access her funds.  To help the Federal Government...

fight against funding terrorism and money laundering activities, federal law requires all financial institutions 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 will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify them. This information can be found on the outside of our card packaging.  We also inform the customer on the outside cover about the fees when using the card and that it must be activated before use.  Ms. [redacted] attempted to activate her NetSpend card on February 8, 2016 through our website, [redacted]. Additional information was needed to fully activate her account, and when she contacted our customer service, they requested for her to send in identity documents. Since she did not want to send in the required documents, the Limited Use option was offered to Ms. [redacted] as a method to obtain the funds on her account. Limited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactions. Once the funds are dispensed, the account will close and the card can be discarded. When the card is converted to Limited Use, it cannot be reversed.  On February 16, 2016, we spoke with Ms. [redacted] and addressed her concerns. We apologized for the unprofessional service she described.  The calls will be reviewed and appropriate action will be taken to prevent a reoccurrence.  We are sending her a check for the refunded transaction fees that she will receive within ten business days.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to activate her card.  We have provided her 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:Nothing was resolved when speaking with a the Netspend rep on  the phone.  I received no new information and the issue was not resolved. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: this company has not complied and I been lie to on EVERY CALL
Regards,
[redacted]

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning an unauthorized charge on her NetSpend card.  She mentions that it took 7 – 9 days before she received a card from NetSpend.  On March 3, 2016, we reached out to Ms. Alvey, so we could address her concerns.  The tracking number for the card order indicates her card was delivered on February 25th.  We apologize for the delay on her receipt of the card that was ordered on February 19th.  We will assist her when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting on her card.  We have provided her with our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, January 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the money transferred from his new account to cover a previous negative balance.  He is requesting access to the funds he recently loaded.We spoke with Mr....

[redacted] on January 6th to address his concerns. We explained the transaction history on his old account that led to the negative balance. We also informed him of the charge off process that caused us to use the funds from his new account to recover the previous negative balance.We regret the inconvenience that Mr. [redacted] experienced when trying to use his card again. He has 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 dispute claim. On April 28, 2016, Ms. [redacted] contacted us to dispute the transaction that posted to her account.  We opened a dispute claim and promptly began our...

investigation.  We also determined that she was not eligible for a provisional credit due to the nature of her dispute with the merchant.Upon receipt of her complaint, we spoke with Ms. [redacted] on May 20 to discuss her claim.  We informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.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 a rebuttal complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he rejects our response because he was charged more transactions from Amazon on his NetSpend account than what appears on Amazon’s website. We have provided Mr. and Mrs. [redacted] with five months of their transaction history statement, and have requested that they review their statements in efforts to identify the transactions that should be disputed. Once they identify the unauthorized transactions listed in the transaction history statements, myself or customer service can assist them with creating a disputes claim so that we can attempt to recover those funds. We will await Mr. and Mrs. [redacted]’s response on the identified transactions that should be disputed on their transaction history statement so that we can work towards a resolution. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received comp*aint # [redacted] fi*ed with your office by [redacted] concerning a dispute on her account. On Apri* 26, 2016, Ms. [redacted] contacted our Customer Service Department to report unauthorized transactions on her account. Her compromised card was b*ocked and we ordered her a rep*acement. We immediate*y opened a dispute c*aim and began our investigation. We a*so informed Ms. [redacted] of the investigation timeframes afforded to financia* institutions, under Regu*ation E. We conc*uded our investigation on May 10, with no error found and no credit issued. We have reason to be*ieve that the transactions were authorized and that Ms. [redacted] benefited from the transactions. A *etter exp*aining the dispute decision has been mai*ed to the address on fi*eUpon receiving Ms. [redacted] comp*aint, we spoke with her on May 12 to exp*ain the dispute decision. Ms. [redacted]ater provided a po*ice report and we submitted it to our Disputes Department for review. Our Disputes Department confirmed the origina* c*aim decision of no error found.On May 17, our Risk Management Team c*osed Ms. [redacted] account due to risk factors that were identified. Ms. [redacted] is no *onger e*igib*e for products managed by NetSpend. 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 shou*d she have any additiona* 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 21, 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. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

Tuesday, December 20, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On December 1, 2016, Ms. [redacted] reported unauthorized transactions through our website that posted to her Card Account. We immediately blocked her...

Card Account to prevent further unauthorized activity. We promptly opened a dispute claim and began our investigation.  We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E. We concluded our investigation on December 15, with no credit being issued to Ms. [redacted]’ Card Account because we did not find an error occurred.  Based on our investigation, we have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions.  A letter detailing the results of our investigation was mailed to Ms. [redacted]’ address on file. A member of our Corporate Response Team spoke with Ms. [redacted] on December 19, and discussed the results of her dispute claim. She informed us that she mistakenly disputed two transactions that were authorized by her.  We are currently reviewing the claim using the information Ms. [redacted] provided us during the call.  The next status update for her claim will be January 13, 2017.    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 TeamNetSpend A TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on her account.   During routine monitoring, we placed a temporary restriction on Ms. [redacted] account on September 29, 2016 because we detected suspicious activity.  In order to remove the restriction, we asked Ms. [redacted] to provide us with documents to verify her identification. As of the date of this letter, we have not received the required documents to remove the restriction from her account. On October 3, our Risk Management Team closed Ms. [redacted] account because we identified risk factors associated with her account activity. For security reasons, these risk factors are not shared with consumers. Ms. [redacted] is no longer eligible for products managed by NetSpend.   In response to her communication, we attempted to contact Ms. [redacted], but we have not had the opportunity to speak with her.  A check for the remaining account balance will be mailed to Ms. [redacted] at the address on file. She should receive this check within ten business days.   We 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 the inconvenience she is experiencing with a merchant billing dispute.    Ms. [redacted] disputes claim was initiated on March 6, 2016.  The next day, our Disputes Department...

notated her account and advised that her claim was still under review and will be resolved by April 22nd. A provisional credit was not issued as a result of the disputes claim type. The forty-five day timeframe provides the merchant enough time to respond to our disputes claim.  When Ms. [redacted] claim finalizes, we will credit the full amount back to her account, if the claim is successful.  On March 23rd, we spoke with Ms. [redacted] and addressed her concerns.   We explained that the merchant has not yet responded to our disputes claim.  NetSpend understands that the disputes process is lengthy, and we appreciate Ms. [redacted] 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 Team NetSpend A TSYS Company

To whom it may concern:   Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us.   Our records show a dispute claim was initiated on August 5, 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]’s dispute claim and determined the investigation is being handled correctly.  Her claim is scheduled to be finalized on October 16, 2017.    We attempted to reach Ms. [redacted] on September 5, and 8, 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. Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should Ms. [redacted] 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 Specialist Netspend, a TSYS Company

To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on February 8, 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 a card she has not received.  She’s requesting to receive a NetSpend card in order to access her funds.   On February 11, 2016, Ms. [redacted] ordered a new NetSpend card while...

processing her tax refund through Liberty Tax.  Her deposit posted to her account on February 21st and she had not received the card.  I spoke to Ms. [redacted] on February 29th to address her concerns and ordered a card to be expedited to the address on file.NetSpend regrets any inconvenience that Ms. [redacted] experienced while waiting to receive her card. She has been given our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, December 18, 2015To Whom It
May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her
account that was caused by an unusual transaction. She’s requesting for access
to her money and to have the account closed.   Our Fraud...

Prevention Team regularly
monitors account activity in order to provide a safe and secure product for all
of our cardholders. On December 10, 2015, a systemic block was placed on Ms.
[redacted] account due to an attempted transaction that required verification by
our Fraud Prevention Team.  On the
following day, our Fraud Prevention Team confirmed that the attempted
transaction from China was not authorized by Ms. [redacted] and the card remained
blocked.  She received another temporary
card that was attached to the account at a NetSpend distributor the same
day.  To replace the temporary card, we
ordered another personalized card that will be delivered in 7 – 10 business
days.  On December 18th, we spoke
with Ms. [redacted] and she confirmed her concerns were resolved.  NetSpend regrets the inconvenience that Ms.
[redacted] experienced as a result of the block on her account.  We strive to prevent fraudulent activity and
to protect our cardholder’s funds.  We
hope Ms. [redacted] can appreciate our efforts.  She has been provided with my contact information should she have any further
questions or concerns. Thank you,[redacted]Corporate
Customer Response TeamNetSpend 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.
My name is [redacted] and I Filed a complaint with Revdex.com this morning about 10:15am against Netspend. Im wrirting to inform you...

that a representative from Netspend named Mr. [redacted] called me at about 11am and immediately releasedy funds back into my account! Thank you all so much for being here for the people. I sincerely appreciate it. I was given the run around until I contacted Revdex.com. And an hour later :) man I thank you all!!! 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.  I appreciate that the business reached out to me, understood my concerns, and resolved the situation. 
Regards,
[redacted]

Friday, May 19, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted] additional comments on complaint # [redacted] to us. We attempted to contact Mr. [redacted] by phone on May 18 and 19.  Unfortunately, we were unable to speak with him concerning his ongoing dispute claim.  We emailed him again to provide further insight about the dispute process and advise that an update will be available on May 26.  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

Complaint: [redacted]
I am rejecting this response because: I stated I had fraud in 2013/2014 so I will file a lawsuit against Netspend and take it to the news Channel because this is ridiculous. I know a lot of people with tons of Netspends cards. But since I'm a black female I can't have a Netspend card. 
Regards,
[redacted]