Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his monthly fee. On March 12, 2016, Mr. ** ordered a NetSpend card while filing his taxes on the Turbo Tax website. Mr. ** received his tax refund deposit to his account on March 20, and he...

activated his card on March 26. The monthly fee associated with the card is waived for the first month after a deposit arrives. The monthly fee associated with his card began to charge on May 21. It was later collected on June 15 when Mr. ** had funds available on the account. We spoke with Mr. ** on June 20 and explained his account fee plan. We emailed him the account history so he could review the transactions and fees. We provided Mr. ** with our contact information should he have any additional 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.
 Although I disapprove of the denial based on the fact that I only withdrew the funds after being coerced, the company did offer me a small credit and explained their procedure to me. 
Regards,
[redacted]

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 April 09, 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her funds.We appreciate Ms. [redacted] additional comments.  We re-reviewed Ms. [redacted] documents received, and based on our findings, we reviewed her documents properly and were unable to approve them.  A member of our Corporate Response Team spoke with Ms. [redacted] on November 28, to further discuss her concerns.  We confirmed that we will need to receive the Letter of Indemnity from LONE STAR COLLEGE in order to mail them a check back for her funds. Ms. [redacted] deposit was approved before the account was closed. If an account is closed by our Risk Management Department, we are required to request a Letter of Indemnity to return funds by check, as opposed to returning the funds electronically.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 additional comments on complaint # [redacted] filed with your office by [redacted] regarding her request to activate her card for use.  On January 4, 2016, we spoke with Ms. [redacted] concerning the remaining funds on her account. Our Risk Management Team identified risk factors on her account that led to the account closure. Ms. [redacted] is no longer eligible for NetSpend services as a result. The factors that led to the account closure are kept internal for security reasons. A check for the remaining funds on her account has been mailed to the address on file, and will be received within ten business days from the account closure. We apologize for any inconvenience that this has caused Ms. [redacted]. She has 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 to us. As you requested, we addressed this matter directly with Ms. [redacted] on October 4, 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

Wednesday, November 8, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on November 3, 2017 by way of telephone. We informed Mr. [redacted] by email of our actions to...

resolve his 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

Wednesday, September 21, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On September 2, 2016, Ms. [redacted] contacted us to report unauthorized ATM withdraws from her account.  We immediately blocked the...

card to prevent further unauthorized activity. We opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. On September 19, we concluded our investigation with no credit being issued to Ms. [redacted] 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 member of our Corporate Response Team spoke with Ms. [redacted] on September 21. We explained the reasons why we did not find that an error occurred. Ms. [redacted] requested information about the location of the transactions and the individual who made them. We provided the merchant address and recommended that she file a police report with her local authorities.    We have provided Ms. [redacted] with our contact information should she have any other questions or need any further assistance.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Monday, October 23, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s additional comments on complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on October 19, 2017 by way of telephone. We informed Mr. [redacted] by email of our actions to resolve his complaint. Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted] L. [redacted]Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:I received a call from Netspend customer service after my account was reopened.  It is now my understanding that it is a Visa policy to lock an account which receives a refund greater than the original purchase and this was actually a merchant error.  I will be filing a claim on the merchant to that effect.  My concern with Netspend is that they sent me no warning via text, mail, or email.  They were not understanding that I had thrown away the receipts and gave me no other options.  Also, in addition to locking my account, they held my direct deposit from my following paycheck rather than letting it bounce back to my employer so that I could get paid.  This entire process was not only stressful but also a lot of work on my part to correct the error.Please keep in mind that although you have to follow policies, you should uphold customer service standards   Your company has lost my trust.
Regards,
[redacted]

Thursday, October 5, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint 12418005 to us. As you requested, we addressed this matter directly with Ms. [redacted] on October 3, 2017 by way of telephone. We informed Ms. [redacted] by email on October 5, 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]Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that the phone she ordered never came and they issued a refund. She wants NetSpend to stop holding her money. On May 12, 2015, Glyde charged Ms. [redacted]’s card $320.80. The funds...

were placed in a pending hold waiting for the merchant to collect. We informed her that we need a letter from the merchant stating that they will not be collecting on these funds. After review of the letter we can then release the pending amount back to her card balance. We emailed her the details that need to be in the letter on May 29th. When we receive the acceptable document, we will release the pending charge. NetSpend regrets the inconvenience Ms. [redacted] experienced with the pending charge. 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend card. She’s requesting a refund for the card balance.  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, 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.  Ms. [redacted] attempted to activate her NetSpend card on December 13, 2015. Additional information was needed to fully activate her account, and our customer service requested for Ms. [redacted] to send in identity documents. The documents she provided could not be accepted to activate her card. In an effort to protect NetSpend cardholders, our Risk Management Department regularly monitors their accounts to provide a safe and secure product for all of our cardholders. Our Risk Management Team identified risk factors that led to the closing of Ms. [redacted]’s account on January 8, 2016.  She is no longer eligible for NetSpend services as a result. Ms. [redacted] will receive a check for her remaining card balance within the next ten business days.  We reached out to Ms. [redacted] by telephone and email on January 13th.  We have not had the opportunity to speak with her, but will assist with her concerns when she returns our call. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with obtaining the funds from her deceased mother’s account.  On January 12, 2016, Ms. [redacted] notified NetSpend that her mother had passed away and she...

requested the funds from her account.  Customer Service informed her that we need:A copy of the death certificate for the deceased, A copy of official documentation showing they have been granted the rights to manage the deceased person’s estate according to the laws of the deceased’s state of residence. A picture ID of the Executor of the Estate for the deceased.The mailing address of where to send check, along with a contact phone number, so we can call if additional information is needed.  Ms. [redacted] sent documentation and our Legal Department spoke with her on January 14th to explain the additional item that will be required to send her the funds.  Our Legal Department received acceptable estate documentation on March 21st and they notated the account accordingly.  A check for the remaining funds was mailed to Ms. [redacted] on March 28th.  We spoke with Ms. [redacted] on April 1st, and addressed her concerns.  She emailed us the next day to inform us that she received the check.  NetSpend apologizes for the inconvenience Ms. [redacted] experienced while waiting on the check for her deceased mother’s account. 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] Ms. [redacted] mentions that a direct deposit did not post to her NetSpend card.  She’s requesting assistance with locating the missing funds..I spoke with Ms. [redacted] on February 22nd and...

requested the trace number for her missing deposit in order to research what occurred. I have not received the information from Ms. [redacted], however, I will research what we can with our Electronic Funds Transfer Department.  NetSpend regrets the inconvenience Ms. [redacted] experienced while trying to locate her deposit. 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: No notification was sent to me about on the tenth day about [redacted] updates on this dispute, which is my main reason for filling a complaint. I only found out about the update on January 20th what was going on with the dispute and that was because I called after taking with the mercury who informed me they never received payment. Notification was then sent to me after trying to file a complaint with Netspend after that phone call.  
Regards,
[redacted]

Wednesday, February 07, 2018To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer...

service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures. As you requested, we addressed this matter directly with Ms. [redacted] by way of telephone on February 7.  We attempted to review her transaction history, but Ms. [redacted] declined.  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, January 16, 2018 To Whom It May Concern: We appreciate Ms. [redacted]’s additional comments. After re-review, we’ve determined that her claim was handled correctly.  A letter informing Ms. [redacted] of the claim decision has been mailed to her address on file on January 2nd. Thank you for bringing this matter to our attention. Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company

To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  We appreciate Ms. [redacted]’s additional comments and patience. Ms. [redacted]’s current claim is not eligible for a provisional credit, but we are continuing our efforts to investigate the claim. The claim is scheduled to be finalized by July 18. The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation.    We provided Ms. [redacted] with our contact information should they have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, June 16, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted] complaint # [redacted] 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.We attempted to reach Mr. [redacted] by telephone and email, on June 12, and 16, but unfortunately, we were unable to speak with him. The email we sent Mr. [redacted] outlined our actions to resolve his complaint. We have removed Mr. [redacted] name and address from our mailing list and he should not receive any future offers from any Netspend managed programs.  We also submitted a request to our Marketing Department to provide information concerning how his name and address were obtained. We will provided Mr. [redacted] with this information when it is received.  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