Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted], concerning the dispute claim she opened on her NetSpend Premier Visa Prepaid card. She’s requesting a credit for the disputed items. On October 4, 2015 Ms. [redacted] called us to report that her card had...

been compromised and that an unauthorized transaction had been charged to her account. We blocked her card to prevent further unauthorized use. However, we were unable to immediately open a dispute claim because the charge was still pending. We explained to Ms. [redacted] that in order to assist her with a dispute, we needed the transaction to first settle onto her account. We are unable to prevent a merchant from posting a pending authorization.When Ms. [redacted] called us back on October 5, 2015 we were able to open a dispute claim for the unauthorized transactions that posted onto her card.. We immediately began our initial investigation. We also informed Ms. [redacted] of the 10 business day investigation timeframe afforded to financial institutions under Regulation E. On October 9th the dispute investigation was concluded and we provided Ms. [redacted] with full reimbursement for the disputed transactions. We also mailed her a letter containing the outcome of her claim.. We understand how frustrating it can be to experience unauthorized charges. We have provided Ms. [redacted] our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, June 13, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. We attempted to reach Ms. [redacted] by phone on June 8, and June 13, 2017, but unfortunately, were unable to speak with her. On June 8, 2017, we emailed her additional...

information regarding the Optional Overdraft Protection Program.  Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she contact our Customer Service Department, we have left notes on Ms. [redacted] account for her to be connected with [redacted] to further assist her 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]Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because: the reason for the origination of this complaint is because the company lied, unnecessarily. They are still lying, unnecessarily. No one contacted me from the company, although I did FINALLY receive the replacement card, I have received no other correspondence from them.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her PayPal Prepaid MasterCard.  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.  We also inform the customer on the outside cover about the fees when using the card and that it must be activated before use.  Ms. [redacted] attempted to activate her PayPal Prepaid MasterCard on April 1, 2016 when she spoke with our Customer Service representative. Our Customer Service informed her that additional information was needed to fully activate her account, and they requested for her to send in identity documents. Since she did not want to send in the required documents, the Limited Use option was offered to Ms. [redacted] as a method to obtain the funds on her account. Limited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactions. Once the funds are dispensed, the account will close and the card can be discarded. When the card is converted to Limited Use, it cannot be reversed.  On April 4th, we reached out to Ms. [redacted] by telephone and email, but unfortunately, we have not had the opportunity to speak with her.  We will assist with her concerns when she returns our call.  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 Team NetSpend A TSYS Company

To Whom
It May Concern:We received additional comment on
complaint # [redacted] filed with your
office by [redacted] concerning overcharges
in fees when making online purchases with eBay.  She’s asking for NetSpend to inform cardholders of the extra fees that
will be incurred when making eBay purchases.  On
November 12, 2015, we spoke with Ms. [redacted] to address her concerns, and
informed her that we do not control the way eBay processes their transactions.
Ms. [redacted] is on our Pay As You Go Fee Plan. This means that she’s not charged
a monthly fee, but is charged for our service to use her card for PIN and
signature transactions. Ms.
[redacted] purchased a few items from eBay, but the items were located from
different merchants. As a result, each item was initiated as a separate
transaction from eBay, and she was charged a service fee for each transaction.
Ms. [redacted] can contact eBay for further assistance on how they process their
orders. We offered a cost saving Fee Plan that prevents PIN and signature fees
from occurring, but Ms. [redacted] declined. NetSpend
regrets the inconvenience that Ms. [redacted] experienced with the fees that
occurred from her eBay transactions.  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, October 12, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on October 12, 2017 by way of telephone. We informed Mr. [redacted] by email on October 10, of our actions to...

resolve his 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 direct deposit to his account.    On August 23, 2016, Mr. [redacted] called to inquire about a direct deposit from August 2015.  Our Customer Service agent informed him of...

the amount of his direct deposits and reviewed that the amount has consistently posted to his account each month up to the present date.  Our records do not show a deposit for $5000.00 in the past year.  NetSpend posts all deposits within the hour of receiving them from the sender.    A member of our Corporate Response Team reached out to Mr. [redacted] on September 20, but unfortunately, we have not had the opportunity to speak with him.  We sent him an email to clarify which deposit he is anticipating to post to his account.  We will address his concerns when he contacts us.  NetSpend confirms we are not holding any funds from Mr. [redacted] account and are encouraging him to contact the originator of the deposit for further research.   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

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 May 25, 2017by 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

Complaint: [redacted]
I am rejecting this response because:several reasons, I have the email in which I ask for details about why we were accused of being a business, I asked for details for why our Amazon purchases are almost double from net spend when on our Amazon page the charges are less in number. The last email we received from Mr [redacted] was saying how I had no right to discuss this with him, yet strangely enough I received a card for my own account,that I didn't ask for. No we have asked him about discrepancies and he decided to go on vacation for nine days without telling us. The sheer number of charges is confusing. We have actually pulled out the items we ordered and they fall far short of what netspend shows. I asked for an explanation of why netspend would lie about where the call center was, I asked for an explanation of why when we first started seeing an issue and requested our card be cancelled and a new one issued, did they not do it for a further two weeks or so incurring more charges. Yet nothing from Mr [redacted] but more stalling. I asked for an explanation as to why there was a purchase made in the UK that we caught because we don't have cell phones and the purchase was for unlocking cell phones, shady behavior.  Compound that with theocracy that Mr [redacted] himself is not acting like any bank person I've ever discussed things with. His lame attempts at asking us for specifics when we,'ve told him numerous times it's not so simple, his saying how I'm not authorized to discuss anything when I have been the only one handling my wife's business is insulting. It's all a clear stall tactic designed to make us go away. So far this company has sent ALL of our personal banking info into a country that our laws don't reach and then when there's a problem tries some lame stall tactics to cover them selves. Look online at the negative comments see for your self, maybe this is a sort of class action lawsuit that needs to be done. Mr [redacted] has addressed NOTHING I asked about.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a refund check that has not been received. On May 23, 2016, Mr. [redacted]s account was closed due to risk factors that were identified during our investigation of his previous dispute claim. On...

June 24, 2016, a refund check was mailed to Mr. [redacted]s address on file. He will receive his check within ten business days. We reached out to Mr. [redacted] on June 28, but unfortunately, we have not had the opportunity to speak with him. We provided information regarding his refund check by email. We also informed him a second check for the $5.95 check processing fee will be mailed to his address on file. He will receive his checks within ten business days from their mailing dates. 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: We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized disputes claim that has not been credited back to her account.  Ms. [redacted] called Customer Service on February 19, 2016, and reported an unauthorized transaction with...

Western Union for $1015.00.  Customer Service informed her there will be an update on the claim within ten business days, March 4th.  On the tenth business day, our Disputes Department notated her account that the dispute is ongoing and will finalize on April 21st.  No temporary credit was issued on this type of dispute because no letter of dispute was received within the first ten business days in accordance with the Regulation E guidelines for dispute claims.  When Ms. [redacted]’ claim finalizes, we will credited the full amount back to her account, if the claim is successful.  On March 10th, we spoke with Ms. [redacted] to address her concerns.  The online message she included in the complaint is for an additional disputes claim she filed on February 22nd, and it was credited to her account on March 7th.  The disputes claim against Western Union has the final date mentioned above.  NetSpend understands that the disputes process for some claims is lengthy, and we appreciate Ms. [redacted]’ patience as we attempt to retrieve her money.  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:   Thank you for forwarding Ms. [redacted] complaint # [redacted] to us.   We validated that Ms. [redacted] card is no longer active and cannot be used for additional unauthorized transactions.  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 Ms. [redacted] dispute claim and determined that her claim is being handled appropriately.    We attempted to reach Ms. [redacted] by phone on July 3, 8, and 10, 2017, but unfortunately, were unable to speak with her. We emailed Ms. [redacted] details outlining the actions we took to resolve her complaint on July 10. Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] to further assist him with her matter.    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

Monday, September 12, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On August 29, 2016, Ms. [redacted] contacted us to dispute a transaction because she did not receive services for the payment. We opened a dispute...

claim and promptly began our investigation.  On August 30, 2016 we determined that her account was not eligible for provisional credit, but we are continuing our efforts to investigate the claim.  The dispute claim investigation is scheduled to be finalized by October 17, 2016. A member of our Corporate Response Team reached out to Ms. [redacted] on September 8, 2016, and explained the dispute process.  The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation.  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

Wednesday, August 2, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on August 2, 2017 by way of telephone. We sent Ms. [redacted] an email detailing the actions taken on her account...

to resolve her concerns on that same day. 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 told incorrect information at the location where she purchased the card. Her paper ID was not accepted to get her card activated. She wants the money from her paycheck. ...

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. We conveyed this information to Ms. [redacted] on May 13, 2015. When Ms. [redacted] attempted to activate her card on March 27th, we informed her that we needed documentation to validate the information she provided. The card was conditionally approved for thirty days to provide her time to send in the identity documents. On April 9th a deposit was presented for posting but it could not be accepted due to the account not being fully approved. It was returned to the sender two days later. NetSpend regrets the inconvenience that Ms. [redacted] experienced with fully activating her card. 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

Complaint: [redacted]
I am rejecting this response because:There is still no resolution to this issue and I have not received my replacement card I NEED MY FUNDS PUT BACK IN MY ACCOUNT ASAP. They are not responding in a timely fashion
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.
Thanks for everything and this matter.
Regards,
[redacted]

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] states that it took longer than the six hours to resolve a block that was placed on her account. She also mentions the poor experience that she’s received with our customer service. On September 15, 2015, we reached out to [redacted] by telephone and email, but have not had the opportunity to speak with her. [redacted]’ documents were received at 5:29 PM EST on August 28th. Our Risk Department reviewed her information, and removed the account block at 12:36 AM EST on August 29th. We apologize for the poor experience that [redacted] received from our customer service. NetSpend doesn’t condone poor customer service, and we will take the appropriate actions with the representatives that she spoke with after reviewing the calls with our customer service, if necessary. We appreciate [redacted] as a loyal cardholder of NetSpend, and have issued a courtesy credit to her account. NetSpend regrets the inconvenience that [redacted] experienced as a result of the block on her account. She has been given my contact information should she have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, August 26, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a new card activation and a dispute from 2009.  On February 9, 2009, Mr. [redacted] contacted us to report an ATM error that did not dispense all of his...

funds. We promptly opened a dispute claim and began our investigation.  A provisional credit was applied to Mr. [redacted] account while we continued our investigation of his dispute claim. We received supporting documentation from the ATM owner involved in Mr. [redacted] dispute claim that validated the transaction.  On March 12, 2009, the provisional credit was reversed from Mr. [redacted] account, resulting in a negative balance. On August 23, 2016, Mr. [redacted] attempted to activate his new NetSpend card.  Our system recognized his information as being associated with the prior account that had a negative balance and automatically blocked the account.  Our Risk Management team determined that Mr. [redacted] was no longer eligible for products managed by NetSpend and the account was closed.     In response to his communication, a member of our Corporate Customer Response Team reached out to Mr. [redacted] on August 26, but unfortunately, we have not had an opportunity to speak with him.  When he returns our call, we will go over the details of his past accounts.    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]. Ms. [redacted] states that NetSpend is holding her funds. She wants her card activated and the funds sent to her in a check. On February 5, 2015, we received a direct deposit to Ms. [redacted]’s NetSpend...

Premier Card. New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. Ms. [redacted]’s account triggered a block caused by our Risk Management Department on February 26th. The details that triggered the block are kept internal for security reasons. Our Risk Department is expecting an update from the IRS / US Treasury by June 4th. We are in contact with Ms. [redacted] to keep her informed. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the funds being reviewed by the IRS. She has been given my contact information should she have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company