Realcor Developments Ltd.

Complaint: [redacted]
I am rejecting this response because:On 1/6 my husbands boss called and had the PREPAID CREDIT card activated in under 5 mins, he provide Net spend with 0 personal identification information. He did not have to give them my husbands social security number. My husband or myself DID NOT open a card account with Net spend. All we tried to do was activate a PREPAID CREDIT card, I don't believe there claim regarding the patriot act. If it were true providing them with our home address and my husbands social security number via phone would have been enough. This company owes us an acceptable explanation as to why they need copies of my husbands personal identification cards, I also want any and all fees refunded to my husband PREPAID CREDIT card. I want proof of the refund of these fees sent to us via email, and no further fees should be charged to the PREPAID CREDIT card. When the $300 that was loaded is gone, I want a letter on company letter head stating my husbands personal info has been removed from their system. Please understand that if my husband suffers any identity theft, we will hold Net spend responsible. We will take all legal action that is necessary to do so.  I fully feel this company is stealing persons information and we will not be victims of this. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on his account.On February 19, 2016, Mr. [redacted] received a merchant refund from [redacted] Service.  A systemic block was placed on the account because the refund did not correspond with any...

debits posted by the same merchant. We requested Mr. [redacted] to send us a copy of the original purchase receipt of the transaction in order to authenticate the refund. On February 23, Mr. [redacted] provided an email he received from the merchant confirming the refund amount, but we were unable to accept it.  After further review by our Risk Management Team, we removed the block on May 20. We also informed Mr. [redacted] of acceptable methods to receive refunds and payroll deposits. Mr. [redacted] has been provided 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]. Mr. [redacted] states that his disputes claim from 2014 was closed because we did not have his signature. He wants his stolen money refunded. On December 26, 2014 we closed Mr. [redacted]’s disputes claim as no...

error found. We requested a written statement from him explaining why he was disputing the transaction but it was not received. On May 13, 2015 we reopened his claim and issued a payout. Unfortunately he has not responded to our calls. We informed him of the new review results by email. When he returns our correspondence we will assist with the retrieval of his funds. NetSpend regrets any inconvenience Mr. [redacted] has experienced while waiting for his disputes claim to settle. 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 # *** filed with your office by Janeya *** concerning the account maintenace fees that she incurred after 90 days of inactivity on her NetSpend card. She’s requesting a refund of the fees. Per the terms and conditions of Ms. *** account, an...

account maintenance fee occurs each month after 90 days of inactivity. This information can be found on our website, or in the terms and conditions that came with her card.  Ms. *** first account maintenance fee of $5.95 occurred on October 29, 2015, and the 2nd fee in November. She had activity in December so no fee was assessed. As long as there is at least one card transaction every 89 days, or the account balance is zero, no account maintenance fee will be assessed. As a result of the inconvenience, we have credited Ms. *** the account maintenance fee to her account. We reached out to Ms *** by telephone and email on January 4th. We have not had the opportunity to speak with her, but will further assist with her concerns when she returns our call. NetSpend regrets the inconvenience that Ms. *** experienced with the account maintenance fees. We have provided her with our contact information should she have any additional questions or concerns.  Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding [redacted] additional comments regarding complaint number [redacted] to us. When a cardholder opens a a PayPal Prepaid MasterCard account with Netspend, one of the available features is the ability to perform an instant transfer from the customer’s PayPal account to their PayPal Prepaid MasterCard account.   We’ve reviewed Ms. [redacted] card account to determine if any of the eligibility requirements would have prevented the instant transfer from being completed.  We provided troubleshooting steps for Ms. [redacted] to perform and have escalated to PayPal and Netspend technical team to further research.  We will provide Ms. [redacted] an update once one is available. We have reassigned Ms. [redacted] case to Corporate Office Manager, [redacted] for further assistance with her account. We attempted to reach Ms. [redacted] by phone and email on multiple days from July 07 through Aug 02 but unfortunately were unable to speak with Ms. [redacted].  We mailed her a letter on August 4, 2017 outlining our actions to resolve her complaint.  It should be received within the next 5 business days.  Should Ms. [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] for further assistance.   We have requested additional information from Ms. [redacted] regarding the reimbursement of late fees incurred and awaiting her response.   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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and just to be clear. The information that the representative is speaking of is not listed in their terms and conditions. I also requested this information and was not able to get it. My terms and conditions does not state that my direct deposits count as a transfer nor does it state that there is a limit or is including in that limit. 
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.    On March 13, 2017, Mr. [redacted] contacted us through secure email on his online account center to report an unauthorized charge from Spirit Airline that...

occurred on his Card Account.  We immediately blocked his card to prevent any further unauthorized use.  We promptly opened a dispute claim [redacted] and began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.    A member from our Corporate Office reached out to Mr. [redacted] on March 24, to explain the dispute resolution process.  We informed him through email that a provisional credit had been applied to his card account for his dispute claim [redacted].  The claim is scheduled to be finalized by the end of the day on April 27.  The results of the dispute claim will be sent to Mr. [redacted] in writing within 3 business days of completing our investigation.   Mr. [redacted] has been provided with our direct contact information should he have any additional questions concerning this matter.       Thank you,   [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

Friday, September 25, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Mr. [redacted] mentions his new card could not be activated unless he sent documents to verify his information.  He requests a full refund for his card.  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, 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.  On September 17, 2015, Mr. [redacted] called to activate his NetSpend card.  The information he provided could not be automatically verified through a third party database.   Additional information was needed to confirm his identity, which is why documents were requested. The documents were reviewed and his account was approved the next day.  Mr. [redacted] was able to activate his card and use his funds.  NetSpend regrets the inconvenience that Mr. [redacted] experienced while activating his card.  We have provided him with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] mentions filing a complaint regarding his funds being returned to Social Security with his state Attorney General. Our Risk Management Team identified risk factors that led to the blocking of Mr. [redacted]’s accounts on August 5, 2015. Mr. [redacted] is no longer eligible for NetSpend services as a result of these risk factors. For security purposes the methods in which we’ve identified the risk factors are kept internal. A check with the remainder of Mr. [redacted]’s has been returned to the US Treasury / Social Security Administration. On September 24, 2015, we spoke with Mr. [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2nd. NetSpend no longer has the funds. NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of his account closure. We have provided him with our contact information should he have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card Account.   On April 3, 2017, Ms. Meijias contacted our Customer Service Department to report that an authorization from Carnival Cruise had been...

declined and she wanted the funds returned to her available card balance. We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm they do not intend on collecting the funds, in order to release the funds back into her available balance.  If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. This requested confirmation is for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.   A member from our Corporate Office spoke with Ms. [redacted] on April 5, to explain the pending transaction and automatic release timeframe.  As a courtesy, the pending transaction was released back into her available Card Account balance on April 5.  We informed Ms. [redacted] via email, that if the merchant mistakenly collects on the original transaction, she will need to dispute the transaction in order to recover the funds.  NetSpend’s release of the pending authorization is not a void or cancel of the charge.    We apologize for the information Ms. [redacted] received from 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.   Ms. [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter.    Thank you,   [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with the closing of his account and the pending of his remaining funds. Our Risk Management Team regularly monitors account activity in order to provide a...

safe and secure product for all of our cardholders. Our Risk Management Team identified risk factors that led to the closing of Mr. [redacted] account on March 10, 2016.  He is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasons.  The remaining funds from his IRS deposit have been pended by our Risk Management Team and they requested a review from the Internal Revenue Service.  The IRS will determine if the remaining funds are returned to them or released to Mr. [redacted].       We reached out to Mr. [redacted] on March 17th by telephone and email, but unfortunately, we have been unable to speak with him.  We will address his concerns when he returns our call.  NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the closing of his account. We have provided him our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Tuesday, December 20, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning cards he received in someone else’s name to his address.In response to his communication, we spoke with Mr. [redacted] on December 20, 2016, and explained that the address and...

names he mentioned have been removed from our mailing list.  We also reached out to the customers that the cards were intended for to inform them of the incorrect address we have on file. Mr. [redacted] has been provided 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 # ***filed with your office by *** *** concerning the inconvenience that
she experienced with not being able to speak with a supervisor about her funds that
were accidently sent to a NetSpend account.  On
November 9, 2015, Ms. ***...

received a direct deposit to her NetSpend account
from the merchant Pots Refund. She called the next day to order a new card, and
will receive it within 7-10 business days from the card order date. When Ms.
*** purchased a new NetSpend card on November 15th, our customer
service transferred her funds to that account so that she could access her
funds.  On November 18th, we spoke
with Ms. *** to address her concerns, and she informed us that her concerns have
been resolved.  NetSpend regrets the
inconvenience that Ms. *** has experienced.  She has been provided my contact information should she have any further
questions or concerns. Thank
you,*** ** ***Corporate
Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she spoke with our customer service regarding several unauthorized transactions that caused her account to go into a negative balance, and the customer representative only offered...

to dispute the transactions for you. She wants her money back immediately. On August 5, 2015, Ms. [redacted] called NetSpend about five unauthorized charges from the merchant 745 Cash that resulted in a negative account balance. The unauthorized transactions were still pending and could not be disputed until the merchant posted the transactions to her account. On the next day, the merchant collected the funds from the pending transactions, and we opened a disputes claim. We informed Ms. [redacted] that an update on the claim would be given within ten business days, August 20th. We issued a provisional credit to her account on August 7th while our Disputes Department continues the investigation of her claim. Ms. [redacted]’s disputes claim will finalize within 45 days, September 20th. If the claim is successful, no further action will be required since she’s received a provisional (temporary) credit for the disputed amount. NetSpend understands that the disputes process is lengthy. We appreciate Ms. [redacted]’s patience as we attempt to retrieve her funds. 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

Complaint: [redacted]
I am rejecting this response because: my fiance name is [redacted] we refuse to send any of our personal info to a prepaid card company. My personal identity was recently stolen from sending info like that to rushcard so we will not let that happen again. Netspend should really reconsider themselves their customer service is horrible as well
Regards,
[redacted]

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a block on his new account that prevented the card from being used. He’s requesting for a resolution to his satisfaction.  On February 10, 2011 our Fraud Department was unable to verify Mr. [redacted]’s identity for security purposes. As a result, he was unable to activate his new account that he attempted to activate on November 30, 2015. Our Fraud Department has re-reviewed Mr. [redacted]’s account, but the decision to close his account remains the same. I’ve made attempts to contact Mr. [redacted] to address his concerns, but have not had the opportunity to speak with him. However, he does have my contact information if he has additional concerns. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: I was at work when the first transaction was made.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions she could not access her funds because she could not verify security on her account. She requests that her funds be returned to her. On August 7, 2015, Ms. [redacted] reported her...

card as lost, but a replacement card was not ordered. A deposit posted to her account on August 13th for $118.84. She called back on August 14th to move funds from her account to another NetSpend account where she is a secondary cardholder. Ms. [redacted] could not answer the account security question and was unable to transfer funds to the other account. We offered to mail her another card for this account, but she declined and asked for the account to be closed. We mailed Ms. [redacted] a check for the remaining funds on the account on August 20th. NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to transfer funds. Our security measures are designed to protect our customers. 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: [redacted] called me yesterday at 4:48 pm right before he was about to leave the office which did not allow any time to give him a callback and go over this matter with him. Then reached out to me via email which I provided a snip of what he stated to me and the difference in the information that he have provided to the Revdex.com. In addition to that never made aware of the fact that I would have to add someone to my account just to make a payment. The thing that is frustrating is the inconsistencies. He advised in the email that it states that a ACH must state my name on it on the direct deposit page and I have provided a snip of those part 1-3. I did not find that information anywhere on the page. Once again if that was the case of it being on the web why would it not be in my cardholder agreement information that is provided by the company. I truly feel that Mr. [redacted] is making every effort to not be responsible for the denying of my rent payment. The matter is that I was charged my [redacted] as if I did not have funds available when they were. In addition to that if was a real concern then the payment that came over with Peggy name on it had the same address that is associated with my card. This is very upsetting to my family and me. This morning when I went to contact Mr [redacted] his voicemail is going directly to voicemail which he advised of his office hours. I truly feel that is very unprofessional to contact right before you leave the office. If needed I can provide a snip of my call records showing the time that he reached out me. For him to contact Revdex.com as if the issue is resolved or as if we spoke just to not speak with me is very appalling. 
Regards,
[redacted]