Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on his account.   On September 22, 2016, a temporary restriction was placed on Mr. [redacted]’s account by our Risk Management Team due to routine account...

monitoring, as risk factors were identified. Previously, Mr. [redacted] had a temporary restriction placed on his account on August 30, due to receiving several merchant refunds to his account without offsetting debits to match the amounts. We requested Mr. [redacted] to provide us with original purchase receipts to authenticate the refunds.  We received the documentation and removed the block on August 31. After speaking with Mr. [redacted] on September 22, we removed the restriction the same day.   A member of our Corporate Response Team reached out to Mr. [redacted] to address his concerns regarding the restriction that had been placed on his account and removed the same day. Mr. [redacted] confirmed that the issue had been resolved and he had no further concerns.   We provided Mr. [redacted] with our contact information should he have any additional questions or concerns.   Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Thursday, February 15, 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 have reviewed Ms. [redacted]’s dispute claim and we’ve determined that his claim is being handled correctly.We attempted to reach Ms. [redacted] by telephone on February 14, and 15, 2018, but unfortunately, we were unable to speak with her.  An email was sent to Ms. [redacted] outlining 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] concerning a block on his account that was caused by a merchant refund. He’s requesting access to his funds.    Our Fraud Prevention Team regularly monitors account activity in order to...

provide a safe and secure product for all of our cardholders. On February 9, 2016, a systemic block was placed on Mr. [redacted] account after Caribbean Winds credited his card $414.20. In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refund. This policy is in accordance with our responsibilities under the MasterCard processing rules. Mr. [redacted] emailed the documents showing why he received the refund credit to our Corporate Customer Response Team and we removed the account block.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the block on his account. He has my contact information should he have any further questions or concerns. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Monday, November 23, 2015To Whom It
May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card that she was
unable to activate without providing identity information.  She’s requesting a full refund.  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
March 15, 2015, Ms. [redacted] attempted to activate her temporary card. Our
system prompted her to call our customer service to obtain additional identity
information in order to approve her account.  Ms. [redacted] was advised to send NetSpend identity documents to verify
her information and activate her card.  She did not have the required documents to send at the time, and we later
offered to convert the card to a Limited-Use account on May 11th. Limited-Use accounts
allow our cardholders to dispense the funds on the card by making in store PIN
and signature transactions. Once the funds are dispensed, the card can be
discarded.  Although Ms. [redacted]’s
account was converted to Limited-Use, the card was never activated and her
attempted transactions were declined. We
reached out to Ms. [redacted] by telephone and email on November 23rd,
but have not had the opportunity to speak with her. Since her temporary card is
now expired, we refunded all of the account fees and requested a check to be
sent to her in the amount of $50.00.  She
will receive the check within ten business days.  NetSpend
regrets the inconvenience that Ms. [redacted] experienced with our product.  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

Wednesday, August 24, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims and the closure of her accounts. On July 27, 2016, Ms. [redacted] contacted our Customer Service Department to dispute several unauthorized...

transactions that posted to both of her accounts. We immediately blocked the cards to prevent any further unauthorized use and ordered a replacement card for one account. We promptly opened claim [redacted] and [redacted], and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We concluded the investigation of claim [redacted] on August 9, and issued full reimbursement for the disputed transactions. Our Risk Management Team also closed all of Ms. [redacted]’s accounts due to risk factors that were identified during our dispute investigation. As a result, Ms. [redacted] is no longer eligible for products managed by NetSpend. On August 10, we concluded the investigation of claim [redacted] and issued full reimbursement for the disputed transactions. A member of our Corporate Response Team spoke with Ms. [redacted] on August 24 to discuss the closure of her accounts and the status of her funds. We verified the address on both accounts and requested refund checks to be mailed to the address on file. We refunded any transaction fees that were incurred after the closure of her accounts and issued a courtesy credit. Ms. [redacted] will receive her refund checks within ten business days. We apologize for the poor 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

Friday, July 7, 2017 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 July 3, 2017 by way of telephone. We emailed Mr. [redacted] the details of the actions to resolve his complaint...

on July 7. 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 additional comments on complaint # [redacted] filed with your office by [redacted]. Mrs. [redacted] mentions losing money due to misinformation given by customer service. She’s requesting a reimbursement for $107.00. We are required by the USA PATRIOT Act to perform certain steps to reasonably identify all of our cardholders. Verification of the cardholder’s residency is part of the identification process. We returned the deposit to the sender after the deposit settlement date had expired, as required by NACHA rules. We received acceptable identifying documents from Ms. [redacted] after the deposit had been returned to the sender. Unfortunately, we are unable to retrieve a returned deposit. NetSpend regrets that Mrs. [redacted] experienced a loss of funds. We have reached out to her by telephone and email on October 2, 2015. Once we contact her we will obtain additional details in order to investigate the loss she experienced as a result of misinformation. 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

Thursday, December 22, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims. On December 5, 2016, Ms. [redacted] contacted us to report unauthorized transactions that posted to her account. We...

immediately blocked her card to prevent any further activity. We promptly opened dispute claim [redacted] and began our investigation. We informed Ms.  [redacted] of the investigation timeframe afforded under Regulation E. On December 7, Ms. [redacted] contacted us to dispute two additional transactions.  We promptly opened dispute claim [redacted] and began our investigation.  We informed Ms.  [redacted] of the investigation timeframe afforded under Regulation E.On December 16, we concluded our investigation of claim [redacted] with no credit being issued to [redacted] account because we did not find that 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. We issued Ms. [redacted] a provisional (temporary) credit, on December 20, 2016, for the two disputed transactions included in claim [redacted] so that she could have access to the funds while we continue our investigation. A member of our Corporate Response Team spoke to Ms. [redacted] on December 22, to discuss the results of claim [redacted]. Our Disputes Department re-reviewed the claim and determined that the the claim was handled appropriately.  A letter detailing the results of our investigation was mailed to Ms. [redacted] at the address on file. On December 30, 2016, we concluded our investigation of claim [redacted] and did not find that an error occurred. Based on a review of the account, card and usage history, we have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions. We mailed Ms.. [redacted] a letter to notify her that the provisional credits issued on December 20, 2016, will be reversed on January 09, 2017.During our investigation of Ms. [redacted] claims we identified several high risk factors associated with the account. As a part of our standard Fraud Prevention process, we have made the decision to permanently close the account. We are no longer able to offer the cardholder NetSpend services. She will receive a check for the remaining account balance, to the address on file, 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 TeamNetSpend A TSYS Company

Friday, April 15, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her tax refund she has not received on her Netspend card. We apologize for any inconvenience Ms. [redacted] has experienced in not having received her tax refund....

Additionally, we are looking into the functionality of our automated system to ensure Ms. [redacted] does not experience difficulties moving forward. We have attempted to contact Ms. [redacted] by phone and email, but have not had the opportunity to speak with her.  We will assist Ms. [redacted] with her tax refund and account once she contacts us back. Ms. [redacted] was provided with our contact information should she have any additional concerns. [redacted]
[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 refund check.   On January 20, 2017, Ms. [redacted] contacted our Customer Service Department to complete a transfer of all funds and interest from her savings account to her...

Prepaid Card Account.  Ms. [redacted] also requested to close her savings and Card Account.  As part of the closing proceedings, her Card Account was blocked as closed and all existing cards blocked. The check for the remaining balance was mailed to Ms. [redacted] address on file on January 24.  Ms. [redacted] would receive a check within ten business days.    Ms. [redacted] contacted us on March 6, 2017 to inform us that she did not receive her check.  We cancelled the first check and scheduled a replacement check for reissue the next day.  Ms. [redacted] should receive the second check within ten business days.    A member from our Corporate Office reached out to Ms. [redacted] on March 7, 2017, but unfortunately we were unable to speak with her.  We emailed Ms. [redacted] that the old check has been cancelled and replacement check will arrive within ten business days to the address she provided.    We are sorry to hear about Ms. [redacted] 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.   We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter.    Thank you,   [redacted] Customer Experience Specialist Netspend A TSYS Company

To Whom It May ConcernWe received additional comments on complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On March14, 2016, Ms. [redacted] contacted us to dispute several unauthorized transactions that posted to her account. We immediately blocked her card to prevent further unauthorized use. We opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E, for new accounts.  We concluded our investigation on April 11 and no credits were issued because we were unable to determine an error occurred. We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the disputed transactions.  Upon receipt of her complaint to the Revdex.com, we attempted to contact Ms. [redacted] on April 12 but have been unable to speak with her. The documentation involved in our investigation was emailed to her on April 14 and she included it as an attachment in the complaint.  We reached out to Ms. [redacted] on April 25 by telephone and email, but unfortunately, we have not had the opportunity to speak with her.  We will go over her consistent transaction patterns when she returns the call.  Ms. [redacted] has 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 her dispute claim.On April 30, 2016, Ms. [redacted] disputed a posted transaction through our website, www.netspend.com. We immediately blocked the card to prevent any further unauthorized use. We...

opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E. On May 9, we provided an update on Ms. [redacted] claim. A provisional credit was not applied due to the dispute type and a deadline for resolution was set for June 24. If the claim is successful, the funds will be returned to Ms. [redacted] account on the following business day. Upon receiving her complaint, we reached out to Ms. [redacted] on May 10 to discuss her dispute. She advised that the merchant issued a refund to her account on May 8. If NetSpend receives a refund from the merchant, we will immediately post it to Ms. [redacted] account. We understand how frustrating it can be to resolve a dispute with a merchant and we appreciate Ms. [redacted] patience while we attempt to get her funds returned.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

Tuesday, October 24, 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 October 24, 2017 by way of telephone. We informed Ms. [redacted] by email 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

Complaint: [redacted]
I am rejecting this response because:This is my response to the response provided by NetSpend regarding my complaint.I spoke with Mr. [redacted] vis telephone and we were not able to come to an agreement. My position is that the product is marketed in such a way as to be deceptive, albeit legal.  The product is sold alongside all the other prepaid Visa/Master Cards in the store. The large print on the packing states it’s easy to use, no credit check , no surprises. NetSpend relies on the small print that states this is not a gift card and wouldn’t mean much to the average consumer. It looks like a gift card, is sold next to all the other cards and the big print looks the same. Pre-paid debit and gift cards appear to be the same. I went online to activate and the information provided there still was not enough. After giving the information I was then required to call in and give more information to their employee. Netspend had $500 of my money and the only way I could access it was to provide them my personal information (Social Security Number, Date of Birth, Address, Place of employment, email, phone number) I tried to return the card to the store where it was purchased but was unable to do so as the money had already been transferred to NetSpend.  My only option was to provide the information. Even after doing so the card was not accepted by two different sites- one a utility, another an online vendor. My solution was to take the card back to the original store and purchase a true gift-card that allowed me to immediately access the funds.   What I would like to see happen is the marketing of this product changed. It shouldn’t be sold with gift cards, the small print should be more visible. While they seem to meet legal standards, I believe that they work to the absolute minimum legal standard and not the spirit of full disclosure to the consumer.
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her 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. The requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase.  Our packaging also informs that the person activating the card must be at least 18 years of age.    On January 3, 2017, Ms. [redacted] attempted to activate her new NetSpend Card Account.  Ms. [redacted] identity information could not be automatically verified.  We requested Ms. [redacted] to provide copies of her identification documents to verify her identity in order to approve the Card Account.  On January 5, Ms. [redacted] submitted copies of her State Issued ID and a current utility bill.  We informed Ms. [redacted] that a copy of her Social Security Card was still needed.       A member of our Corporate Response Team attempted to contact Ms. [redacted] on January 10 to discuss her Card Account.  She requested to close her account and have a refund check sent to the address on file.  We advised the refund will take 10 business days to arrive.    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 Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: I did receive a follow up call from [redacted]. He is a very nice guy and we have now been playing phone tag so it was nice to finally speak with him by phone and he did send the copy of the investigation results. The issue that I am having is that I am not disputing that I did not make the charge. So, for the final determination and result of the investigation being completed solely on the viewing of the receipt is not right. Again, the business lied to me. They provided me a false reporting so that I would get unnecessary work completed. How does them sending a receipt verify anything? What they did not send was the invoices I received after the repairs which show what actually needed to be repaired on my car. I am asking that Netspend forward this back to their disputes department. Because obviously an investigation was never done. All you sent me were receipts showing the repairs they completed. which proves my argument that those repairs were not needed because I later went back and was told about other issues that was never told to me before. If someone would please read my complaint and understand it we could have this resolved more quickly than 45 days. This is not an issue of theft of my card this is an issue of falsifying documentation and if they provided ALL invoices provided to me every time I went after the initial repair you will see that I still had the same issues with my car that I had upon first bringing it in. If they would like me to provide the information I can also fax all of my invoices in. Please see below wisconsin law which protects me as a customer from fraud. My financial institution is supposed to assist from protecting me with these issues. I should not have to get a lawyer for assistance with this when Netspend should be able to assist with disputes. WISCONSIN LAW Chapter ATCP 132 MOTOR VEHICLE REPAIRatcp 132.09ATCP 132.09(4)(f) (f) Falsify or destroy any document or record required to be produced or kept under this chapter.  
Regards,
[redacted]

Thursday, July 27, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’ complaint # [redacted] 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 agent 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] on July 25, 2017 by way of telephone. We sent Ms. [redacted] an email detailing the actions taken on her account to resolve her concerns on July 25. 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] mentions the inconvenience that she’s experienced while trying to use our product. She’s requesting to have all of her funds returned to her. The USA Patriot Act is a federal law that...

requires all financial institutions to obtain, verify, and record information that identifies each person who opens a 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.   On December 10, 2015 our system prompted Ms. [redacted] to send in documents to validate her account before activating her card. This included her social security number, state issued photo ID, and proof of address. Ms. [redacted] was informed on December 12th that we were still in need of validating her street address. We attempted to contact Ms. [redacted] on December 23rd, but have not had the opportunity to speak with her. We sent her an e-mail, listing acceptable forms of documentation to approve her account.    NetSpend regrets any inconvenience that Ms. [redacted] experienced while attempting to activate her card. She has been provided with our direct contact information in case she has any further questions.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Monday, November 6, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ complaint [redacted] to us. As you requested, we attempted to contact Mr. [redacted] by telephone on November 6, 2017, but unfortunately we were unable to speak with him. We corresponded by email that...

outlined our actions to resolve his complaint. Mr. [redacted] responded with an email that he was satisfied with the results. 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]. Mrs. [redacted] states that she disputed transactions done while she was on vacation. She wants all the money stolen from her. On May 15, 2015, Mrs. [redacted] disputed two ATM transactions as unauthorized. We...

informed her that we would issue her an update on the claim within ten business days, May 29th. At that time, the provisional credit decision will be made. NetSpend understands the disputes process can be a lengthy one. We appreciate Mrs. [redacted]’s patience while we attempt to retrieve her funds. Should she have any additional questions, she can reach us at the toll free number, [redacted] Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company