Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her transaction history statements.   On February 13, 2017, Ms. [redacted] contacted our Customer Service Department and requested a copy of her transaction history.  We informed...

Ms. [redacted] of the timeframe she should expect the transaction history to be received.     On March 8, Ms. [redacted] reached out to us to inform she had not received the statements she requested.  A member of our Corporate Office reached out to Ms. [redacted] on March 13 to apologize for the delay in receiving her account history.  We emailed the statements to her email address on file and waived the processing fee.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Senior Customer Experience Analyst Netspend, A TSYS Company

Complaint: [redacted]
I am rejecting this response because: they told me all they needed was a notarized document to prove my daughters identity and that she did put money in my account one time. In order for her to obtain that document she proved her identity at the notary bank. That is more than enough proof and we will not send in any other documents.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted], well I needs help getting my money back from the U.S. Treasury, and that seems not to be so easy, can you all help me? Thanks

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he received a Brinks Prepaid MasterCard that he never ordered. He wants it in writing that it has been cancelled and never activated. NetSpend works with third party marketing...

partners that provide us with information for consumers who may need a service like our prepaid debit card. We mail those consumers card offers at no cost to them. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved in the offer or activation and there are no forms to fill out. Our records have been updated so that we will not send any additional card offers to the name and address matching the offer that Mr. [redacted] received. We emailed him about the closed offer and that the card was never activated. NetSpend regret any inconvenience this may have caused him. Mr. [redacted] has been given our contact information should he have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, September 18, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Mr. [redacted] mentions that he could not activate his NetSpend account without providing copies of identifying information, nor could he get a refund from the store where he...

purchased the card.  He requests a full refund for the card purchase.  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, street address, date of birth, and other information that will allow us to reasonably identify them.  NetSpend is compliant with the laws concerning the prepaid debit card. This information is displayed on the outside of our card packaging.  On September 18, 2015, we spoke with Mr. [redacted] concerning the card he purchased for his mother.  We explained that our Customer Identification Program could not verify the combination of two people’s information entered over the telephone.  After explaining his options, he requested to have a refund check sent to him.  We will mail out his check by September 23rd.   NetSpend regrets the inconvenience that Mr. [redacted] experienced while attempting to activate his card.  We have provided him 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 fees on his NetSpend card.  He’s requesting a confirmation that his account is closed.  On February 1, 2016, Mr. [redacted] ordered a NetSpend card through the Turbo Tax...

website.  The NetSpend Prepaid Debit Card terms and conditions are present for viewing and acceptance on the Turbo Tax website in addition to www.netspend.com.  We want each person using our card to be aware of the features for our product so we also include the card terms inside the envelope when the card is mailed to the customer.  On March 3, 2016, we reached out to Mr. [redacted] by telephone and email, but unfortunately, we have not had the opportunity to speak with him.  We will address his concerns when he returns our call.  His account was closed on March 2nd, and since his card balance was $0.05, there was no check sent to him.  No checks are mailed out for balances under the $5.95 check processing fee.  A letter confirming his account closure was mailed to his address on March 4th.                                         ...⇄ NetSpend regrets any inconvenience that Mr. [redacted] experienced with our product. He has been given my contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

have just read your email about my case and I realize they have the cade closed, however, I do not see how that is possible.this man and his girlfriend stole my identity, my credit card and my money, used it without my knowledge or my permission  and your office doesn't find anything wrong with that. You mentioned calling the police, well sir that was the second thing I did. Yes I filed charges, yes they have videos and pictures of the unauthorized use of my card, and yes there are warrents issued for the arrest of these two individuals. Like I tried to explain to your office numerous times, I was inside a correctional facility when these transactions occurred.  Not only that, but I am disabled and have been since January if this year. I lost my keft lower leg and ankle in an accident at work.  The money they stole was the onky money I had since I am no longer able to work and my case is tied up in the court systems. Nobody in my family including my husband has ever had authorization to use my card except my son. He used it brought it back. The man on these videos is clearly not my son. Now I ask you, if you were in my situ a tion wouldn't you want your money back? And how would you feel if like me that was your only amount of money you were going to have for a few months and everytime you looked for help to recover it you were denied? I can't call you because as with my electricity and water my phone is now shut off. I still feel that a complete and thorough investigation has not been performed. The dectectives themselves have even stated that this is criminal and I am entitled to my money back from you. Your office has not proved authorization on these charges, however I along with the [redacted] and [redacted] police Departments have proved unauthorized transactions on my card. So somebody please tell me what do I have to do to get my money back?SincereComplaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the funds on his PayPal load
money card that he attempted to load to his NetSpend PayPal Prepaid
MasterCard.  He’s requesting to be
reimbursed for the funds that he put on his card.On...

October
30, 2015, we spoke with Mr. [redacted] and provided him with the contact number to
reach the appropriate PayPal customer service department that can further
assist him with obtaining his funds. The reload card that Mr. [redacted] purchased
is not a NetSpend product.  We informed
Mr. [redacted] of the reload methods that are eligible for his NetSpend PayPal
Prepaid MasterCard for future reference.  NetSpend
regrets the inconvenience that Mr. [redacted] went through while attempting to retrieve
his funds from the PayPal – My Cash Reload 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

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]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with calling our customer service and with her disputes claim. She’s requesting a refund for the disputed items and the fee that was assessed to transfer...

her funds to another account.  On December 7, 2015, Ms. [redacted] disputed an ATM transaction.  When she spoke with customer service, she was informed that an update would be provided on the tenth business day, December 21st.  A card was also ordered to replace the compromised one.  The normal delivery timeframe is 7-10 business days.  She received the new card and activated it on December 14th.  On the tenth business day, our Disputes Department provided an update on the claim and credited the full amount of her disputed transaction and fees. We reached out to Ms. [redacted] on December 28th by telephone and email.  We apologize for any rude or inconsistent behavior she’s experienced while speaking with customer service.  It is always our intent to provide staffing that is courteous and informative.  We will address her concerns when she returns our call.  NetSpend understands that the disputes process is lengthy, and we appreciate Ms. [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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that he’s experienced after filing a disputes claim for unauthorized transactions that were made on his account. He’s requesting his claims to be investigated.  Our Disputes Department found no error in the three claims Mr. ** filed with NetSpend, and the claims were closed with no funds credited.  On February 10, 2016, a document was mailed to Mr. ** explaining how we arrived at the decision for his claims.  We recommended that Mr. ** file a police report against the person he provided his card information to during the disputed period. NetSpend regrets the inconvenience that Mr. ** experienced with his disputes claims. We have provided him our contact information should he 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 that she’s experiencing with obtaining a resolution for her disputes claim. She’s requesting to be reimbursed for the disputed transactions.  On December 20, 2015,...

Ms. [redacted] disputed a payment to the merchant, [redacted]. When she spoke with customer service, she was informed that an update would be provided within 10 business days, January 5, 2016. On the tenth business day our Disputes Department sent notification to Ms. [redacted] advising that her disputes claim was still being reviewed, and would be resolved by February 22nd. A provisional credit was supposed to be issued to her account at that time, but unfortunately it did not take place until January 11th. Feedback has been provided to our Disputes Department management team as a result of the delay in applying the provisional credit. We spoke with Ms. [redacted] on January 13th and she informed us that her concern has been resolved. We apologize for the delay in applying the provisional credit to Ms. [redacted]’s account. She has our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, September 20, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted]-[redacted]’s additional comments regarding her complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted]-[redacted] on September 20, 2017 by way of telephone. The same day we emailed her the actions taken on her dispute claim 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]Customer Experience Specialist Netspend, a TSYS Company

Friday, October 2, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted], concerning the dispute claim he opened on his NetSpend Premier Visa Prepaid card.   On September 25, 2015, Mr. [redacted] called NetSpend to dispute nine unauthorized...

charges on his stolen card.  We blocked his card to prevent further unauthorized use, immediately opened a dispute claim and began our investigation. We also informed Mr. [redacted] of the 10 business day investigation timeframe afforded to financial institutions under Regulation E.    The provisional credit is not automatic and will be addressed after our initial investigation.  We understand how frustrating it can be to experience unauthorized charges. We appreciate Mr. [redacted]’s patience as we continue our investigation of his claim..  We have provided Mr. [redacted] our contact information should he have any additional questions or concerns.  We will also send him a follow up letter to address his concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Thursday, February 04, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] a pending transaction on her account that will not be collected.  Ms. [redacted] is requesting for the funds to be credited back immediately. On February 4th, 2016, we...

spoke with Ms. [redacted] and addressed her concerns.  NetSpend regrets any inconvenience Ms. [redacted] experienced while waiting for the funds to be placed back 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

Monday, October 10, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On August 19, 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 order a replacement card to be mailed to her address on file. We promptly opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. On September 2, we determined Ms. [redacted] was not eligible to receive a provisional credit, however, we are continuing with our investigation of her claim.A member of our Corporate Response Team attempted to reach out to Ms. [redacted] to discuss her dispute claim, but unfortunately, we have not been able to speak her. On October 3, we concluded our investigation of Mr. [redacted] claim and issued full reimbursement for the disputed transaction. 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

Complaint: [redacted]
I am rejecting this response because:The matter is still unresolved.  I do appreciate the prompt response, however if this was a 1 time situation I would be satisfied.  Again there systems can not distinguish between a completed transactions versus incomplete transactions.This is the 3rd time in 3 months I have been unable to pay bills because of this.
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, however the card was supposed to be blocked as of October 14, 2016 which was not done when I contact them when this first happend on Oct 13, 2016 
Regards,
[redacted]

Friday, March 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.  On November 11, 2016, Mr. [redacted] disputed a transaction from PayPal *Jeulia.com for $154.96 that posted on his Card Account.  We promptly...

opened dispute claim [redacted] and began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.  We concluded our investigation on Mr. [redacted] dispute claim [redacted] on December 23, 2016, and no credit was issued because we did not find that an error occurred.  We received supporting documentation from the merchant involved in Mr. [redacted] dispute claim [redacted] that validated the transaction.A member from our Corporate Office reached out to Mr. [redacted] on March 10, 2017, to provide further insight about his dispute claim [redacted].  We re-reviewed the investigation of Mr. [redacted] dispute claim [redacted], and issued full reimbursement for the disputed transaction.  We notified Mr. [redacted] about his dispute claim through email on March 14.  We are sorry to hear that Mr. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures. We have provided Mr. [redacted] with our direct contact information should he have any additional questions concerning this matter.  Thank you,[redacted]Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced after the closing of his NetSpend Prepaid Debit Card account.  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 Mr. [redacted] account on March 9, 2016.  He is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasons. His disputes claim was closed later that same day and a credit was issued.  Mr. [redacted] will receive a check for the remaining funds on the account within ten business days from the date March 15th.  We spoke with Mr. [redacted] on March 24th, and addressed his concerns.  He did not intend on sending a rebuttal to the Revdex.com. He has received his check from NetSpend.  We regret the inconvenience that Mr. [redacted] experienced as a result of the closing of his account. We have provided him our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company