Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Mr. [redacted] mentions that Netspend has not posted a cash load of $200.00 he made at [redacted].  On March 9th, 2016, Mr. [redacted] spoke with our Corporate Office regarding a cash load of $200.00...

onto his Netspend card that had not posted. On March 21st, we concluded to Mr. [redacted] that we do not show record of the cash load in question and referred him to the merchant to have his funds returned to him.NetSpend regrets any inconvenience Mr. [redacted] experienced while waiting to locate the funds he attempted to load onto his card.  He has been given 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 # 1[redacted] filed with your office by [redacted] concerning a block on her account that was caused by a merchant refund. She’s requesting access to her funds.    Our Fraud Prevention Team regularly monitors account activity in order...

to provide a safe and secure product for all of our cardholders. On January 28, 2016, a systemic block was placed on Ms. [redacted] account after [redacted] credited her card $220.51. 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 VISA processing rules. Ms. [redacted] emailed the documents showing why she received the refund credit on February 4th to a member of the NetSpend Corporate Customer Response Team.  Our Fraud Prevention Team removed the account block the same day.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the block on her account. She has my contact information should she have any further questions or concerns. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Friday, May 29, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that her card purchased at the retail store automatically connected to her son’s PayPal card.  She wants a refund and compensation for late...

fees.  On May 29, 2015, we attempted to reach Ms. [redacted] by telephone and email.  No account was located matching her name, address, email or telephone number.  When she contacts us, we will be able to give her any information we have concerning her card and balances.  Ms. [redacted] has been given 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:
Netspend is lying again. They have closed my account, and want my personal medical records because I was in the hospital when all this took place. They have called me a stupid [redacted], hung up on me after time and time again I have proven this is not me since last year. I have proven that I have filed with the FTC, with the Revdex.com and a complaint for consumers. They have failed and have let someone else take my money after all the proof that I have given. They are insulting and really need to be investigated for fraud. Since this all began they owe me way more then the 1808.00 that I am disputing. NO ONE TALKS TO YOU and you cant even talk to the dispute department. They have now turned this into a hate crime and I am now making sure everyone involved knows.
Regards,
[redacted]

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

additional unauthorized transactions.  We completed the investigation on both of Ms. [redacted] claims on April 26, 2017. We provided full reimbursement for the dispute transactions on claim [redacted].  The second claim [redacted], no credit was issued because we did not find an error occurred.   We attempted to reach Ms. [redacted] by telephone and email on April 28, May 2, and May 3, but unfortunately, were unable to speak with her. A letter detailing the results of our investigation was mailed to her address on file.  She should receive this letter within 5 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she was not able to activate the card that was received as a gift unless she provided personal information. She wants to be able to use her card. 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, 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. We notify the consumer of this information on the outside of our card packaging, along with the disclosure that our product is not a gift card.On September 23, 2015, we spoke with Ms. [redacted] concerning the options for her NetSpend card. We apologized for any misinformation that she received while attempting to activate her card. Ms. [redacted] mentioned that the card was not in the original package when she received it. She did not have the benefit of reading the important information about our prepaid card. We’ve converted Ms. [redacted]’s card to a Limited Use feature so that she can immediately access her funds. Limited Use allows our cardholders to dispense the funds from their card for in store purchases only. Once the funds are dispensed from the card, the account will close. NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to activate her card. We have provided her with our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the problems he has experienced with his dispute.  On February 29, 2016, Mr. [redacted] opened a dispute claim for transactions made on his card that he did not authorize.  No...

provisional credit was issued for Mr. [redacted]’ disputes claim as a result of not receiving his letter of dispute within the first 10 business days of his claim.  On March 16th, our Disputes Team concluded the investigation, crediting Mr. [redacted]’ account. On March 16th, I spoke with Mr. [redacted] to address his concerns.NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting for a resolution to his claim. 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

To Whom It May Concern:   Thank you for forwarding Mr. [redacted]’s complaint 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 reviewed Mr. [redacted] dispute claim and determined that it was handled appropriately.   We concluded Mr. [redacted]’s dispute claim on May 3, 2017 and no credit was issued because we received supporting documentation from the merchant involved in his dispute that validated the transaction.   We attempted to reach Mr. [redacted] by phone and email on May 24 and May 25, but unfortunately, we were unable to speak with him. We emailed Mr. [redacted] on May 25, outlining the dispute resolution and the supporting documentation that was provided by the merchant.   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: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on August 10, 2017 by way of telephone. If a letter has been sent, it should be received within the next five business days. Thank you for bringing...

this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she purchased two cards by mistake and the store would not give her a refund. On July 16, 2015, we spoke with Ms. [redacted] about the cards she purchased by mistake. We explained that...

the store where she made the purchase could not verify the balance of the cards, so they would ask her to call NetSpend. Since she does not want to use the cards, we refunded the purchase price and processed checks to her address. She will receive her total funds in 20 business days. NetSpend regrets the inconvenience Ms. [redacted] experienced with the card purchase. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Mr. [redacted] mentions that he added funds on his card, but a transaction he attempted declined.  I have attempted to contact Mr. [redacted] on March 3rd and 4th by phone and email to address his...

concerns, but have not heard back from him. Should Mr. [redacted] contact me, I will review his account with him.NetSpend regrets any inconvenience Mr. [redacted] experienced with his card being declined. 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

Monday, November 27, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s 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]’s dispute claim and we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on November 21, 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]. [redacted]Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because: I have called the number [redacted] provided and left messages and I still haven't had any response. He advised me to send my discharge information and I sent the information on 12/23 and I still haven't received my funds. I'm still waiting on my funds!!
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a PayPal instant transfer. On June 18, 2016, Ms. [redacted] attempted an instant transfer from her PayPal account to her PayPal Prepaid MasterCard. The transfer failed because our system was...

experiencing technical difficulties. The transfer feature was functioning again on June 19. We spoke with Ms. [redacted] on June 21 about her PayPal transfers. We apologized for any inconvenience she experienced during the PayPal transfer service interruption and issued a courtesy credit to her account. We 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, April 10, 2018 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 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. 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. We attempted to reach Ms. [redacted] on April 9, and 10, 2018 by telephone but were unable to speak with her. We emailed Ms. [redacted] the details 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 transactions on her card account.    On November 17, 2016, Ms. [redacted] contacted us regarding a temporary block that was placed on her account due to multiple refunds from a...

merchant, Google.  Ms. [redacted] spoke with a member of our Risk Management Department and the block was removed.  She was able to gain access to her funds that same day.   On December 3, Ms. [redacted] contacted our Customer Service Department by sending a secure online message and reported that an error had occurred on her card account and she was expecting a refund from a merchant, Google.  We sent correspondence to Ms. [redacted] informing her that it can take 3-5 business days for a refund to appear on her account.   On December 11, Ms. [redacted] contacted us to report several unauthorized transactions that posted to her account.  We immediately blocked the card to prevent any further unauthorized use.  We promptly opened a dispute claim [redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  Ms. [redacted] contacted us on December 14, to report additional unauthorized transactions from the same merchant.  The dates of the transactions ranged from June 2016 to November 2016.  We promptly opened a dispute claim [redacted] and began our investigation. On December 27, we concluded our investigation of claim [redacted] and issued reimbursement for one of the disputed transactions.  No credit was issued for the remaining transaction as did not find an error occurred due to the transactions not being reported within sixty calendar days after electronically accessing the account once the error first appeared in Ms. [redacted] electronic transaction history.    A member of our Corporate Response Team attempted to reach Ms. [redacted] on December 29, unfortunately we were not able to speak with her.  Claim [redacted], opened on December 11, is still under investigation and is scheduled to be finalized January 25, 2017. The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days.   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 in case she has 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 account closure. On November 15, 2016, Ms. [redacted] disputed eight transactions through the online account center as unauthorized. We immediately blocked her temporary card to prevent...

additional unauthorized use of that card. Ms. [redacted] activated her personalized card that same day. We opened a dispute claim number [redacted] and began our investigation. We issued her a provisional credit for the claim on November 30, 2016 so that she could have access to the funds while we continued our investigation. On December 7, 2016 Ms. [redacted] disputed two transactions that occurred on her card / account. The temporary card was blocked when she opened her dispute claim [redacted]. We opened a second dispute claim [redacted] and began our investigation. We issued her a provisional credit for this claim on December 20 so that she could have access to the funds while we continued our investigation. On December 21, 2016 Ms. [redacted] disputed three PIN based transactions that were made using her personalized card. We immediately blocked that card and ordered her a replacement card. We opened dispute claim [redacted] and began our investigation. Ms. [redacted] called us on December 23, 2016, to report three unauthorized transactions that occurred on the personalized card that was blocked previously when she opened claim [redacted]. We opened dispute claim [redacted] and began our investigation. During the investigation of Ms. [redacted]’ claims we identified several risk factors associated with her account. AS part of our standard Fraud Prevention process, on December 27, 2016 we made the decision to permanently close her account. We are no longer able to offer her NetSpend services. We completed our investigation on Ms. [redacted]’ dispute claim [redacted] on January 4, 2017, and refunded the fees associated with her disputed transaction and the provisional credit was made permanent. She will receive check for remaining account balance within ten business days. On January 06, 2017 we concluded our investigation of claim number [redacted] and no credits were issued because, based on a review of your account, card and usage history, we did not find that an error occurred. The PIN transactions being disputed are consistent with your previous account activity, such as the merchants shopped and their physical locations. Additionally, our records show that the PIN was not changed prior to the period of unauthorized usage In response to this communication, our Disputes Management re-reviewed claim number [redacted], on January 09, 2017 and determined that the investigation was handled appropriately. We have included a copy of the investigation documents with this response. We also concluded our investigation of dispute claim [redacted] and [redacted]. Based on a review of the account, card and usage history, we did not find that an error occurred for either claim. The PIN transactions being disputed are consistent with your previous account activity, such as the merchants shopped and their physical locations. Additionally, our records show that the PIN was not changed prior to the period of unauthorized usage. The cash loads onto the account are consistent with the dollar amount of your dispute claims. This indicates that the person using the card had inside knowledge of the account. Ms. [redacted] has been provided 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 problems she experienced with transferring funds between her accounts.  She requests for her funds to be transferred and to address the poor customer service she received....

 NetSpend regrets to hear of the problems [redacted] has experienced with our customer service, as well as the difficulty with a transfer between her accounts.  We will be sure to further research the service that she encountered as it is always our objective to take care of our cardholders’ interestsOn January 14th, 2016, [redacted] opened a new account due to her previous card being compromised. [redacted] requested to transfer funds to her new account immediately, but additional security verification was required to allow the funds transfer. [redacted] completed the security verification, but the block preventing the transfer was not removed in a timely manner.  We attempted to contact [redacted] on January 20th, 21st and 25th to address her concerns, however, we have not heard back from her. After reviewing her account, we show that [redacted] was able to successfully transfer funds between her NetSpend accounts. NetSpend regrets the inconvenience that [redacted] experienced while attempting to transfer money between her accounts.  We have provided her with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit she is expecting.NetSpend does not control when direct deposits are received, but we post deposits to their designated accounts within an hour of receipt of the funds....

 Ms. [redacted] Supplemental Security Income (SSI) benefits posted to her account on March 28, 2016.  I began trying to contact Ms. [redacted] on March 31st, by phone and email. On April 4th, I spoke with Ms. [redacted] to address her concerns and she asked me to call back, though I have not been able to reach her again. Should Ms. [redacted] contact me, I will be glad to review her account with her.Netspend regrets any inconvenience that Ms. [redacted] experienced while waiting on her direct deposit.  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

Friday, March 24, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the Refer-A-Friend bonus associated with her NetSpend Prepaid Debit Card.  On March 2, 2017, Ms. [redacted] referred her daughter to apply for a Netspend Prepaid Card...

Account in order to receive the Refer-A-Friend bonus.  Our records show that Ms. [redacted] daughter activated her Card Account and loaded the minimum load requirement to receive the Refer-A-Friend bonus, but it was not applied.    A member from our Corporate Office spoke with Ms. [redacted] on March 24 and provided additional information about the Refer-A-Friend Program.  We also issued the $20.00 referral credit to both Card Accounts.  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