Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her 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.   On September 23, 2016, Ms. [redacted] attempted to activate her new NetSpend card, but her identity information could not be automatically verified.  We requested her to provide copies of her identification documents to verify her identity manually.  Ms. [redacted] provided the required documents on September 24, and her account was fully approved the same day.  She activated her card and was able access the funds on the account.    In response to her communication, a member of our Corporate Response Team contacted Ms. [redacted] on September 26.  We apologized 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: no one told me anything about how my password was changing on my card which it was I mean for all I know sumone could be looking to take my next check because I didnt get any information and when I asked netspend how can I better secure my accout so this wont happen again in the future they had no answers so what am I suppose to do I keep getting my money stole from off a card I am suppose to be trusting with my money and they keep letting people get access to my account and I am not seeing none of my money that belongs to me im thinking my bank that I bank with is protecting me insteand they are treating me like the suspect and I did nothing wrong my money was stolen from me 
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.
The issue with the app was corrected.  A representative called me and informed me that option had been turned off at some point during some administrative changes with their partners. We also talked about getting more direct service with technical issues via customer service as opposed to account issues. 
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 June 12, 2017 by a way of telephone. 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 merchant billing dispute.   She is not satisfied with the amount of time it is taking to resolve her dispute.  Ms. [redacted]’s disputes claim was initiated on December 12,...

2015.  On the tenth business day after the claim was initiated, our Disputes Department notated her account, advising that her claim was still under review and will be resolved by March 28, 2016. The timeframe extension is a result of allowing the merchant reasonable time to respond to the disputes claim. When Ms. [redacted]’s claim finalizes, she will be notified of the outcome by our Disputes Department.  We spoke with Ms. [redacted] on January 6, 2016 and addressed her concerns. We have requested for our Disputes Department to issue a provisional credit while Ms. [redacted] waits for her claim to be resolved, and will follow up with her once an updated is received within 2 business days. NetSpend understands that the disputes process can be time consuming, 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

Tuesday, May 24, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On March 23, 2016, Mr. [redacted] disputed an authorized transaction through our website.   We immediately opened a dispute claim and began...

our investigation.  We also informed Mr. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.  On April 6, we updated his claim with no provisional credit being issued due to the dispute type.  Mr. [redacted] dispute claim finalized on May 23, and his account was credited for the full amount of the transaction.  Upon receiving his complaint, we spoke with Mr. [redacted] on May 18, and explained the dispute process.  We also clarified why Mr. [redacted] received an additional credit on April 19. We apologize for the poor service that Mr. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with. We have 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

Tuesday, June 7, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account.    On May 27, 2016, Ms. [redacted] attempted to activate a new PayPal Prepaid MasterCard that is...

managed by NetSpend.  Our system recognized that she had a previous negative balance and we automatically blocked the account until the balance could be recovered.   Upon receiving her complaint, we spoke with Ms. [redacted] on June 3 and explained the transactions that caused the negative balance on her other account.  We emailed her transaction history to determine if there were any discrepancies with the transactions.   The block on Ms. [redacted]’s PayPal Prepaid MasterCard was removed later that day.    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

Tuesday, November 7, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. We validated that Mr. [redacted]’s cards are no longer active and cannot be used for additional unauthorized transactions. His dispute claims were closed with no error found on...

October 4, and 22, 2017. After a review on October 27, we determined Mr. [redacted]’s claims were handled appropriately. We emailed him the investigation documents. As you requested, we addressed this matter directly with Mr. [redacted] on November 7, 2017 by way of telephone. We informed Mr. [redacted] by email of our actions to resolve his complaint. Mr. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted]. Should Mr. [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him 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]. [redacted]Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he disputed charges on his new card and the supervisor told him he would get his refund when he got the permanent card. He wants the money that was taken from his card. On June...

8, 2015, Mr. [redacted] called to activate his card. Thirty minutes after activating the card, two charges occurred from Epoch.com for $8.90 and $34.98. He called back to report the unauthorized charges on his card. We informed him that we could dispute the transactions once the merchant collected the funds. Two days later, the merchant collected on the transactions. Mr. [redacted] disputed the charges on July 2nd. We will update his disputes claim in ten business days, on July 17th. At that time, the provisional credit decision will be made. NetSpend regrets the inconvenience that Mr. [redacted] experienced with the unauthorized charges. 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

Tuesday, November 22, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the transfer of funds to his new card.  On November 18, 2016, Mr. [redacted] contacted us to report two unauthorized transactions from Playstation Network for $60.00...

and $25.00.  We promptly blocked his card and ordered a replacement. The two charges were pending at the time and Mr. [redacted] was prompted to call back when the merchant collected the funds so we could start a dispute on the transactions.  Our representative also informed Mr. [redacted] to purchase another NetSpend card and we would transfer his remaining funds to the new card.  Mr. [redacted] purchased a new NetSpend account to transfer the remaining account balance from his old account later that same day.  Because the permanent card on the new account had not been activated, the transfer feature was restricted.  We requested documentation from Mr. [redacted] to remove the transfer restriction.  The restriction was removed on November 20, after his identity documents were reviewed and approved.  In response to his communication, a member of our Corporate Response Team spoke with Mr. [redacted] on November 21, and we transferred his funds to the new account.  He was not charged for the transfer of funds to his new account.  We apologize for the service that Mr. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with.  We 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

To Whom It May Concern:   Thank you for forwarding Mr. [redacted] complaint # [redacted] to us.   We reviewed Mr. [redacted] claim and determined that it was handled appropriately.   We validated that Mr. [redacted] card is no longer active and cannot be used for additional...

unauthorized transactions.  We completed the investigation of Mr. [redacted] claim on April 26, 2017and no credit was issued because we did not find an error occurred.   We attempted to reach Mr. [redacted] by phone and email on April 27, and May 1, but unfortunately, were unable to speak with Mr. [redacted]. We emailed him a letter outlining our actions resolve his complaint and mailed the results of our investigation to his address on file on May 2. 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 Specialist Netspend, a TSYS Company

Friday, December 2, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card she received as a gift. 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 most common fees for using the card and for maintaining the account, including account maintenance fees, are fully disclosed in the cardholder agreement and are visible to consumers prior to activation. On April 14, 2016, a temporary card was purchased from a retail store and given to Ms. [redacted] as a gift.  Ms. [redacted] contacted us to activate her card on November 30, 2016, but did not feel comfortable providing her identification information.  Our Customer Service Department informed Mr. [redacted] that her temporary card expired after 120 days and explained the account maintenance fees that were incurred. A member of our Corporate Response Team spoke with Ms. [redacted]  on December 2, concerning her funds. We have reimbursed Ms. [redacted] for the account maintenance fees and we are mailing her a check to the address on file. Ms. [redacted] should receive this check with 10 business days.We apologize for the poor service Ms. [redacted] received from our Customer Service Department. We have reported these incidents 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 the Brink’s Prepaid MasterCard offer she received in the mail. The offer (and accompanying disclosures) Ms. Garbi received was distributed in compliance with the Electronic Fund Transfer Act...

as implemented through Regulation E (12 CFR 1005.5(b)). Her social security number and date of birth were not provided and are not connected to this offer in any way. No account in her name has been activated without her permission. This offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactions. No credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms. [redacted] credit.NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the Brink’s Prepaid MasterCard. We mail those consumers card offers. Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with us. Again, 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 can only be used by the intended recipient. An activation sticker was placed on the front of the card and included the activation phone number ###-###-####. This phone number is designed to route potential cardholders to a unique menu that explains the offer and provides clear options to opt out. Ms. [redacted] was asked to enter her social security number, as part of our identification process, because she called the servicing number, ###-###-####, printed on the back of the card. On October 2, 2015, we spoke with Ms. [redacted] concerning the card offer she received. We informed her that we have removed her name and address from our mailing list and she should not receive any future offers from an NetSpend managed programs. We’ve also submitted a request to obtain specific details of how Ms. Gharbi’s information was obtained for this card offer. When it is received, we will relay the information to her. We apologize for any inconvenience that Ms. [redacted] experienced as a result of this card offer. She has been given our contact information should she have any additional questions or concerns. We will also send Ms. [redacted] a follow up letter to address her 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 Card Account.    On April 03, 2017 Ms. [redacted] purchased a Netspend Card Account and activated it the same day.  She then successfully completed transactions with...

her card.   During routine monitoring, we placed a temporary restriction on Ms. [redacted] Card Account on April 4, 2017, because we detected suspicious activity.  In order to remove the restriction, we requested Ms. [redacted] to provide us copies of her identification documents to verify her identity. The documents Ms. [redacted] provided on April 4, were insufficient.   Additionally, our Risk Management Team closed Ms. [redacted] account on Appril 4, due to risk factors that were identified while reviewing her account. These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.  A refund check for her remaining card account balance will be mailed to the address on file and should be received within ten business days.    A member from our Corporate Office reached out to Ms. [redacted] on April 5, to provide further insight about her Card Account, and requested she send the required documents to remove the restriction on her account.  The next day the documents were reviewed and the block was removed from her account.  We informed Ms. [redacted] on April 11, the restriction was removed and her Netspend Card Account has been reinstated.  As a courtesy, we provided a credit to her Card Account.    Ms. [redacted] has been provided 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 Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.   On October 4, 2016, an individual identifying themselves as Mr. [redacted] initiated an account-to-account transfer of his funds to another cardholder’s...

account.  That same day, Mr. [redacted] contacted our Customer Service Department to report that his card had been compromised.    We immediately blocked the card to prevent additional unauthorized usage and ordered a replacement.  We promptly opened a dispute claim and began our investigation. We informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.  We also disabled the account-to-account transfer feature on his account to prevent further unauthorized transfers.   In response to his communication, a member of our Corporate Response Team spoke with Mr. [redacted] on October 21. We informed him that we concluded our investigation and provided him full reimbursement for the unauthorized transfer.   We understand how frustrating it can be to experience unauthorized transactions on your account. NetSpend is very committed to providing a safe and secure product.  We apologize for the service that Mr. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents he spoke with.   We have 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconveniences that she’s experienced with our product. She’s requesting an explanation of what account activity prompted the block on her account, and the check number for her refund check. We spoke with Ms. [redacted] on December 23, 2015 to explain what took place on her account, and to clarify what identity documents were needed to verify her account for security purposes. Ms. [redacted] sent us documents on the following day, but they weren’t accepted to remove the block from her account. Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholders. Risk factors were identified on her account that prompted her account closure on December 24th. For security purposes we are unable to disclose our methods of determining risk. On December 27th, we spoke with Ms. [redacted] to provide her with the reasons for her account closure.  We also confirmed that a check will be mailed to her address on file. She will receive the check within 10 business days. We regret the inconvenience that Ms. [redacted] experienced as a result of the account closure.  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

Monday, June 26, 2017 To Whom It May Concern: Thank you for forwarding Ms. [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. As you requested, we addressed this matter directly with Ms. [redacted] on June 22 and 26, 2017 by way of telephone. The email we sent Ms. [redacted] outlined our actions to resolve her complaint. We have removed Ms. [redacted] name and address from our mailing list and she 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 her name and address was obtained. We will provide Ms. [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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. **. [redacted] states that she was required to provide her Social Security Number to activate a gift card. She wants her card activated without supplying her personal information. 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 residential 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. If the information provided cannot be verified by, we will request documents to manually verify the account information. The NetSpend card package infor** the buyer that we require the above information. It also states that the product is not a gift card, the person activating the card must be at least 18 years of age, and the use of the card will be limited prior to identity verification. On August 17, 2015, we spoke with **. [redacted] to provide her with this information. We also corrected her name and shipping address and will send her a refund check. We will inform **. [redacted] when the check is mailed to her. NetSpend regrets the inconvenience that **. [redacted] experienced while trying to activate her card. We have provided her 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:business was supposed to mail me a check for $270 but only sent $250
Regards,u
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.    On October 28, 2016, Mr. [redacted] contacted us to report unauthorized transactions that occurred on his account.  We promptly blocked his card and...

opened a disputes claim and began our investigation. We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.     In response to his communication, a member of our Corporate Response Team spoke with Mr. [redacted] on November 8, and explained the dispute process.  An update concerning his claim will be available on November 14.   Mr. [redacted] has been provided with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company