Realcor Developments Ltd.

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.
Regards,
[redacted]  I did speak to someone name [redacted] which he stated since I did not receive the check 3/31/2017 he would FedEx it to me with two day shipping. I will like this claim to remain open until I receive the payment . [redacted] stated he would give me an call with the tracking number and ensure me it would arrive on this Tuesday of April.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit sent to her NetSpend card. She’s requesting to know where her funds are.  Our Risk Management Team regularly monitors account activity in order to provide a safe and...

secure product for all of our cardholders. Our Risk Management Team identified risk factors that led to the blocking of Ms. [redacted] account on January 29, 2014.  When Ms. [redacted] attempted to activate a new card on January 21, 2016, a system block was placed on the account.  The direct deposit that arrived to the new account was returned to the sender on January 24th.  Ms. [redacted] is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons.  We spoke with Ms. [redacted] on January 28th and she informed us that her concern had been addressed.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the account block. 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:
The last time I reported this company for the same reason, I received a phone call while I was at work and you could not speak to my wife which I have told your company many times to speak to her. I tried many times to call you back and got a voice mail. I left numerous messages on your direct number for you to return my call and you never responded by phone or email. We have gotten numerous excuses as to why you are holding our money for over five months. I have spoken to  irs about this several times after netspend has told us they have the money or they are sending it to them or they are waiting for a router number from them and do on. We have heard it all. Why are you holding our money and how do you think that is right? I sent every piece if paper you ask for many times by fax and email. I have done everything on my end but you are still holding on to what is not yours or the irs's.
Regards,
[redacted]

Wednesday, July 6, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his card activation.    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 card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing.   On June 24, 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.  The documents received were too dark to read and we were unable to approve Mr. [redacted]’s account.    In response to her communication, we spoke with Mr. [redacted] on July 6, to explain the options for his card.  He elected to have the card converted to “Limited Use”.  This option allows him to use the card for in store purchases only.  Once the funds are dispensed, the card can be discarded.    We have provided Mr. [redacted] with our contact information should he have any additional question 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].  Mr. [redacted] states his card was blocked without his permission after inquiring about a transaction. Mr. [redacted] contacted us on January 13, 2016 to inquire about a transaction that was made with...

his card.  The agent misunderstood his request and blocked his card.  We were able to assist Mr. [redacted] with accessing his funds on January 15th.  On January 18 2016, we reached out to Mr. [redacted] by telephone and email.  We have not had the opportunity to speak with him yet, but will assist with his concerns when he returns our call. NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the block on his card. He has been provided with my contact information should he have any further 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 inconvenience with activating her card, and receiving her direct deposit. She’s requesting to receive her paycheck.  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.  On December 4, 2015, Ms. [redacted] attempted to activate her new NetSpend card.  Additional information was needed to activate her account, and our customer service requested for her to send in identity documents. The documents received were not acceptable to complete the account activation.  When the direct deposit arrived on December 16th, it could not be posted.  Each Automated Clearing House (ACH) deposit has a settlement date by which it must be posted to the account, or returned to the sender. Her ACH deposit was rejected and returned to the sender on December 17th, as a result of her account not being approved by that time.  We reached out to Ms. [redacted] at the telephone numbers and email address provided.  We have not had the opportunity to speak with her, but will address her concerns when she returns our call.  We apologize for the inconvenience that she experienced while attempting to activate her card and receiving her deposit. 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, December 28, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account. On December 21, 2016, an individual, identifying themselves as Mrs. [redacted], contacted our Customer Service Department to report the...

card as lost/stolen.  Mrs. [redacted] received an alert that her Card Account had been blocked and she contacted us to advise that her Card Account was not stolen, but in her possession.  She requested to move her funds to her husband’s Card Account.  We moved the funds to the specified Card Account and ordered Ms. [redacted] a replacement Card Account.  On December 21, an individual, identifying themselves as Mr. Hutchison, contacted our Customer Service Department to complete an account to account transfer to another NetSpend Card Account.  Mr. [redacted] contacted us after the transfer was made and advised that he did not authorize it.  We immediately opened a dispute claim and provided the investigation timeframe afforded under Regulation E.A member of our Corporate Customer Response Team spoke with Mr. and Mrs. [redacted] on December 23,  to assist with their Card Accounts.  We informed Mrs. [redacted] and her husband that the next scheduled update for the dispute claim is January 6, 2017.   We apologize for the service that Mr. and Mrs. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents they spoke with. We have provided Mrs. [redacted] and her husband with our contact information should they have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, December 27, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on December 27, 2017 by way of telephone. We sent her an email detailing the actions to resolve her...

concerns. 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 her dispute claim.  On December 15, 2016, Ms. [redacted] contacted logged into her online account center to report unauthorized transactions that posted on her card...

account.  We immediately blocked the card to prevent any further unauthorized use.  We promptly opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We concluded our investigation of Ms. [redacted] dispute claim on December 30, and no credit was issued because we did not find that an error occurred. We had reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions.   We re-reviewed the claim using the additional information Ms. [redacted] provided us, and based on our findings, we did find an error.   A letter detailing the results of our investigation was mailed to her address on file.  She should receive this letter within ten business days. A member of our Corporate Response Team attempted to contact Ms. [redacted], to inform her of claim conclusion, but we were unable to speak with her.  We issued full reimbursement to her account for disputed transactions.  During the investigation of Ms. [redacted] claim we identified several risk factors associated with her account. Due to these concerns, we have closed her account and we are no longer able to offer her NetSpend services.  Ms. [redacted] should receive two refund checks 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 # 11234969 filed with your office by [redacted] concerning an unauthorized charge on her NetSpend Prepaid Debit card. On January 28, 2016, Ms. [redacted] card was charged $20.33 by [redacted].  The funds remained in a pending status waiting for the...

merchant to collect.  Our policy is to release this type of transaction back to the card balance after seven days, if the merchant does not collect.  The $20.33 was returned to Ms. [redacted] card balance on February 5th.  NetSpend’s release of the transaction is not a void or cancelation of the charge.  If the merchant collects at a later date, Ms. [redacted] can open a dispute against the transaction.  We reached out to Ms. [redacted] on March 15th by telephone and email, but unfortunately, we have not had an opportunity to speak with her.  We will assist with her concerns when she returns our call.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with the pending transaction. We have provided her our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, September 28, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received. On April 8, 2016, Mr. [redacted] purchased and activated his temporary card.  A permanent card with his name was mailed...

to the address he provided at the time of activation.  On August 11, Mr. [redacted] contacted us to report that he has not received his permanent card.  We requested a new card and advised he should receive it within 7-10 business days.Mr. [redacted] contacted us on September 7 to report that he has still not received his permanent card.  We requested a new card ending with 6530 and explained the timeframe to receive it.  Mr. [redacted] contacted us on September 14 and ordered another replacement card ending with [redacted].  On September 20, Mr. [redacted] received the card ending with [redacted] and activated it.  During routine monitoring, we placed a temporary restriction on Mr. [redacted]’ account on September 24 because we detected suspicious activity.  Mr. [redacted] confirmed that he did not authorize the transactions and we immediately blocked the card ending with [redacted].  A member of our Corporate Response Team attempted to reach out to Mr. [redacted], but have been unable to speak with him. Once Mr. [redacted] contacts us back, we will confirm his address and order him 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

Friday, February 2, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on February 2, 2018 by way of telephone. We sent him an email detailing the actions to resolve his concerns....

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] concerning a NetSpend Prepaid MasterCard he 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 from our Corporate Office reached out to Mr. [redacted] on February 28, 2017 to discuss the card offer he received.  Upon Mr. [redacted] request we permanently blocked the card offer.  Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained.  We will provide this information to Mr. [redacted] as soon as we receive it. We have also removed Mr. [redacted] name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs.    We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

Friday, April 15, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account and access to her funds. On March 24, 2016, someone claiming to be Ms. [redacted] contacted our Customer Service Department and completed a...

cardholder transfer.  Ms. [redacted] later contacted us to report that she did not request the transfer and opened a dispute claim.  We immediately blocked her card to prevent further unauthorized use and began our investigation. On March 30, 2016, Ms. [redacted] contacted us to report that her replacement card was not received and that additional unauthorized transactions were completed on her account.  We immediately blocked her replacement card to prevent further unauthorized use.  A second dispute claim was opened and we began our investigation. On April 7 and 12, we completed our investigation of Ms. [redacted]’s dispute claims and issued a credit to her account.  On April 8, a block was placed on Ms. [redacted]’s account due to the suspicious activity involved. Ms. [redacted] contacted our Customer Service Department and we requested that she send us documents to verify her identity. On April 9, we spoke with Ms. [redacted] and explained the documents needed to remove the block from her account. To this date, we have not received all of the documents needed to verify Ms. [redacted]’s identity; however, should she send all of the documentation requested, we will promptly remove the block on her account. Ms. [redacted] 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:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her new NetSpend card.  She’s requesting account approval based on the information she sent in.  [redacted] purchased her new...

NetSpend card on December 30, 2015. Additional information was needed to fully activate her account due to a previous account she had with Netspend with a different last name. Our customer service requested for [redacted] to send in identity documents.  We attempted to contact [redacted] on January 20th, 21st and 25th by telephone to address her concerns, however, we have not heard back from her. We will assist [redacted] with approving her account once we speak with her.NetSpend regrets the inconvenience that [redacted] experienced while attempting to fully 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 TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # 1[redacted] filed with your office by [redacted] concerning the inconvenience that she’s experiencing with her disputes claim. She’s requesting to access her funds at no added cost.  On January 14, 2016, [redacted] called customer service to...

question a transaction with Hawthorne Suites for $185.66 and customer service instructed her on how to dispute the transaction online. A replacement card was ordered for [redacted] on January 17th with a normal delivery timeframe of 7 – 10 business days. On January 22nd, we spoke with [redacted] and disputed the Hawthorne Suites transaction. We also expedited a card to be delivered on January 26th by UPS. The tracking information has been e-mailed to [redacted]. Her disputes claim will be updated in ten business days, February 5th.  We have requested her to send us a letter of disputes to explain why the transaction with Hawthorne Suites occurred in error.  We understand that the disputes process can be time consuming to resolve. We appreciate [redacted]’s patience as we attempt to retrieve her funds. 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 activating a NetSpend card she purchased. She’s requesting a refund of the transaction fees associated with the account.    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.  On the packaging we also inform the customer that this is not a gift card, the person activating the card must be at least 18, and of the fees associated with the use of the card.  A minor, under the age of 18, attempted to activate the NetSpend card Ms. [redacted] purchased on January 19, 2016. Additional information was needed to fully activate the account, and our customer service requested for identity documents and for an adult to supply information so they could be entered as the primary on the account. The document received was not acceptable to activate the account. As an alternative, the Limited Use option was offered as a method to obtain the funds on the account without sending in identity documents.  This option was accepted on January 23rd.  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. Once the card is converted to Limited Use, it cannot be reversed.  We reached out to Ms. [redacted] by telephone and email on January 26th.  Unfortunately, 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 fully activate her card. We have provided her with our contact information should he 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: I asked to be contacted by the CEO of the company. I’ve called and emailed a number of times about this matter and have yet to be put in contact with who I asked to speak to. I do not feel that this matter was handled correctly in any way. 
Regards,
[redacted]

Friday, April 6, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint [redacted] to us. 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’ve reviewed Ms. [redacted] dispute claim and we have determined that her claim was handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on April 6, 2018 by telephone. We sent an email to Ms. [redacted] detailing our actions to resolve her complaint. She will review the documents we sent to her and then respond with clarifications regarding her dispute claim. 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] concerning a refund check that she received but was unable to cash. On June 30, 2016, Ms. [redacted] purchased a Netspend card with $60.00 loaded on it. Ms. [redacted] contacted our Customer Service...

Department because she was unable to use the card. 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 in the envelope that we send with the card offer.  Ms. [redacted] attempted to activate her new account on June 30, but her identity information could not be automatically verified.  We requested her to provide copies of her identification documents to verify her identity.Ms. [redacted] informed us she was not comfortable sending us the documents we requested. We provided Ms. [redacted] with options to retrieve her funds and she requested to have her card se 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.  On July 2, Ms. [redacted] contacted us again because she was unable to use her card online, we informed her the ‘Limited Use’ option does not allow online purchases. Ms. [redacted] requested to have a refund check be mailed to her address on file. We mailed Ms. [redacted] a refund check on July 6.On July 13, Ms. [redacted] contacted us to report that she received her check, but was unable to cash it because the first name on the check was incorrect. We requested Ms. [redacted] send us her identity documents in order to update her account with the correct information, along with a copy of the original purchase receipt. We received Ms. [redacted] identity documents; however, she advised she no longer had a copy of the original purchase receipt.A member of our Corporate Response Team spoke to Ms. [redacted] on August 9, regarding her refund check. Upon review of her information, we informed Ms. [redacted] that we have updated her account and are mailing her a second check. Ms. [redacted] should receive this check within ten 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 TeamNetSpend A TSYS Company