Realcor Developments Ltd.

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 January 7, 2016, Mr. [redacted] opened an authorized dispute claim for a transaction made on his card with merchant [redacted], as he cancelled...

his service with them. Mr. [redacted] was credited for the transaction; however, the merchant charged him again on March 18th. Mr. [redacted] opened another dispute claim for this transaction.On March 24th, I spoke with Mr. [redacted] to address his concerns. Mr. [redacted] understands that he will receive an update from our Disputes Team within 10 business days, per Regulation E. I also provided my email address to Mr. [redacted] should he be able to send me his receipt of cancellation with the merchant.NetSpend regrets the inconvenience that Mr. [redacted] experienced while having to open another dispute 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

Complaint: [redacted]
I am rejecting this response because: This matter was not resolved correctly according to the Federal Trade Commisson when an individual has identity theft, the claim must be closed and removed. This is the law! Please review the attached Identity Theft report and advise per  all  regulations by law according to the consumer protection bureau. I will get my attorney involved if the identity theft report is not followed. This same matter is why [redacted] has a current 50 million dollar lawsuit from the Federal Trade Commission. 
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 December 19, 2016 by way of telephone, e-mail, or letter. 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

Friday, September 4, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] mentions that her card was blocked by an agent without her permission.  She requests access to her funds and better treatment from our customer...

service.On August 28th, 2015, Ms. [redacted] contacted our customer service to verify an unrecognized transaction. The agent she spoke with misunderstood the reason for her call and blocked her card.  On September 4th, 2015, we spoke with Ms. [redacted] and apologized for the misunderstanding by our representative.  She has received the card we rushed delivered to her address and we transferred her money to another NetSpend card at no cost.  We have since counseled the agent involved and we will continue to educate our staff to be more careful, attentive and service oriented when handling our customer‘s concerns.NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the agent blocking her card.  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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her card that was not received.   On February 20, 2017, Ms. [redacted] reported that her card ending with [redacted] as lost through her online account center. Ms. [redacted] ordered a...

replacement card ending in [redacted] to be delivered to her address on file, normal 7-10 business day delivery timeframe.   Ms. [redacted] contacted our Customer Service Department on March 1, to inform us that she never received the card ending in [redacted].  We ordered a new card to be expedited to her at the same address, and should arrive within 1-2 business day delivery timeframe  Ms. [redacted] contacted us on March 3, to state she had not received the new card ending with [redacted].  Ms. [redacted] purchased another Card Account and we transferred her funds after the new card account was activated.   A member from our Corporate Office spoke with Ms. [redacted] on March 6, to provide further insight about her card delivery.  As a courtesy, we refunded the fee to transfer funds and the purchase price of the new card account.  We also reimbursed the cost of the Fee Advantage Plan on both accounts.  We received an email from Ms. [redacted] on March 7 that she received her card.    We apologize for the service that Ms. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] 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 her account was closed after disputing unauthorized transactions.. She’s requesting a check for the disputed amount. On September 22, 2015, Ms. [redacted] disputed twelve...

transactions that occurred on her account. She was informed that her disputes claim would be updated within ten business days, October 6th. On the tenth business day our Disputes Department closed the claim with no error found on the disputed transactions. We mailed Ms. [redacted] a disputes closure letter to her address on file. Our Risk Prevention Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Prevention Team identified risk factors that led to the blocking of Ms. [redacted]’s accounts on September 23rd. Ms. [redacted] is no longer eligible for NetSpend services. NetSpend regrets any inconvenience that Ms. [redacted] experienced as a result of her account closure and disputes claim decision. 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: I had my personal information , cell phone stolen from my vechile that day that u.P.S. left my net spend card in front of door   at that time no one was home  we were af the hospital we were taken in ambulance I have a report and proof with informatiom of time ambulace picking us up from my house that shows I wasn't HOME .o who ever took my stuff  had access my info
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning cards she could not activate unless she provided her Social Security Number. She’s requesting refund checks to be mailed to her address. 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. 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. Ms. [redacted] did not want to supply the required information and requested refund checks for her two accounts to be sent to the address provided on September 3, 2015. On October 8th, Ms. [redacted] confirmed that she did not receive either refund check and a replacement was requested for one of her accounts. We spoke with her on October 14th and she confirmed receiving this new check. We are currently researching her other check that was not received from the September 3rd mailing. Once we confirm that check has not been cashed, we will send a replacement for it. We will inform Ms. [redacted] when it is mailed. NetSpend regrets any inconvenience that Ms. [redacted] experienced while waiting on her checks. 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, September 15, 2016 To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning funds he is expecting to reimbursement for.    On May 03, 2016 Mr. [redacted] received his income tax direct deposit to his account. Our...

records indicate Mr. [redacted] contacted our Customer Service Department on May 06, to review his transaction history and order a new card.   Merchant, MYTEESSYLES.COM refunded Mr. [redacted]’s account on May 12, for a transaction he processed with them on May 04.   A member of our Corporate Response Team has attempted to reach out to Mr. [redacted] on September 12, unfortunately, we have been unable to speak with him. Requesting to clarify with him, if the charges are transactions that posted to his account or charged from a third party. We request Mr. [redacted] to contacts us, we will be glad to review his account with him to determine what further action need to be taken.   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: Thank you for forwarding Ms. [redacted] complaint to us. 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 in the envelope that we send with the card offer.    As you requested, we addressed this matter directly with Ms. [redacted] on July 14 by a way of telephone.  On July 17, 2017 an email was sent to inform Ms. [redacted] to submit identifying documentation to validate the address she provided.  We provided her with further insight on the verification process. We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures. Thank you for bringing this matter to our attention.   Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

Thursday, December 01, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  On November 7, 2016, Ms. [redacted] contacted us to report an error with a pending transaction that occurred on her account.  According to...

Ms. [redacted], the transaction had been cancelled and she requested the funds to be released.  We released the pending transaction back into Ms. [redacted]’s available balance that same day, and informed her that the release was not a stop payment or cancellation of the transaction. On November 8, Ms. [redacted] contacted our Customer Service Department because the transaction had been collected.  The representative she spoke with directed her to her online account center to open a dispute claim.  On November 28, 2016, Ms. [redacted] contacted us to obtain a status of her dispute, but discovered a dispute claim was not opened.  We promptly opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  In response to her communication, we spoke to Ms. [redacted] on December 1, and explained the dispute process.  We completed our investigation of Ms. [redacted]’s dispute claim and reimbursed her account for the full amount of the transaction.  As a courtesy, we also reimbursed the overdraft fees that she incurred. 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.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

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.
Thank you so much with your help in getting this issue resolved. I appreciate the help.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his NetSpend card. We are required 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 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 card package also states that use of the card is limited prior to identity verification and that this is not a gift card. On May 9, 2016, [redacted] contacted us to activate the card he received form his daughter, but we were unable to verify the identity based on the information provided. We asked [redacted] to send us copies of his identification documents. Upon receipt of his complaint, we contacted [redacted] on May 12 to discuss the options for activating the card. His card is already converted to "limited-use" which allows the card to be used for in-store purchases only. Once the funds are used, the card can be destroyed. [redacted] has been provided my 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 his dispute claim.    On February 23, 2017, Mr. [redacted] report two transactions he made on his Card Account with Amazon, for merchandise he ordered but did not receive. ...

We promptly opened a dispute claim and began our investigation.    We concluded our investigation of the claim on February 27, and did not apply any credits because, Amazon, applied refunds for the transactions onto to Mr. [redacted] Card Account.   A member of our Corporate Office contacted Mr. [redacted] on February 28.  We explained via email that the merchant refunded his Card Account and we reimbursed the fees associated with the disputed transactions.  We also provided Mr. [redacted] with his account history for his records.    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 concerns.   Thank you,   [redacted] Senior Customer Experience Analyst

Complaint: [redacted]
I am rejecting this response because:My whole point here is that by displaying the Visa Logo, you advertize "Zero Liability" for fraudulent charges on my account. I have informed you that there has been fraudulent activity on my account as a result of Empower having charged me for a service I did not receive. By claiming that you are waiting for a refund from Empower before you credit my account the money I am owed, You are proving that you do not protect your customers from fraudulent charges. And your actions are implying that there might be a reason where I would be responsible for this charge.You have no desire to resolve this issue for me. You won't even answer the phone when I call. In fact, you won't even return my phone calls when I've left messages asking you to call me.You want to make it appear as though you've tried to keep in contact with me, But you will not even answer any of my question through the Revdex.com. SUCH AS,, "Why can't you call me, allow me to make a three-way call to the merchant and hear for yourself when they tell me that they have no record of having received any payment from me what so ever?"You also have not answered the question, If I can call and with one simple 5 minute phone call, verify that the merchant has no record of payment from me, and that I do not have an account with them, Then WHY is it that you insist on holding my money for a total of 60 days?If indeed the merchant was paid by you, and it can easily be proven that they should not have been, Why are you not willing to right the wrong? It is not a matter of waiting for them to return the money. You have means of having those funds returned to you by Visa. You have a working relationship with Visa, who at the end of the month, when they send that merchant their payment for transactions paid to them trough visa, THAT's where the funds they owe you/me can be deducted. You try to make it sound as though you are waiting for the merchant to issue a refund when that is just not the case.You want to make it look as though you are trying to resolve this issue. But in this day and age, when baking is instant, as is communication around the world, There is no reasonable excuse for you to not protect your customer from the fraudulent activity on my account.If you wanted to help me, you could resolve this issue with a few phone calls. If it can be verified by calling customer service that I have no account with this merchant, and they have never received funds in my name, Then WHY can't you issue me a credit for the money I am owed?Will you answer any questions I have laid out here? Will you answer your phone if I try (AGAIN) to call you today?DO YOU WANT TO HELP ME GET THE MONEY I AM OWED?I am trying to work together with you. I will do whatever leg work you need me to do in order to provide proof that I have had funds taken from my account, and did not receive anything for that money.What will it take for me to get my money back?
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.
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 mostly  satisfactory to me.
 The company did release the overdraft fee and it happened automatically, not as a result of this complaint.  If the first person I messaged had explained this, it would have saved us all a lot of time and money. They did not provide any further account protection options but assured me that my “account is safe”. I’m still unhappy about the verification process and that anyone can call in about my account and for this reason I will likely be closing my account with them. I’m only closing this complaint because they clearly are not going to do anything any further and I don’t expect anyone from the Revdex.com to put forth any more effort into this. This is a very stubborn company and they will eventually learn that they’re losing customers due to the lack of customer service and efficient resolution. I sincerely appreciate the time and effort you’ve put into this.Thank you,[redacted]I sincerely appreciate your time and effort in getting this resolved and helping me. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On April 9, 2016, Ms. [redacted] contacted us to report that her card had been compromised and that several unauthorized charges posted to her account.  We immediately...

blocked her card to prevent any additional unauthorized use.  We also opened a dispute claim and began our investigation.On April 22, we concluded our investigation and credited Ms. [redacted]’s account for the disputed transactions.  We spoke with Ms. [redacted] on April 27 and assured her that a block has been placed on the account that will prevent cardholder transfers from occurring.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

Complaint: [redacted]
I am rejecting this response because: Complaint: [redacted]I am rejecting this response because:I was instructed to submit my documentation after my card was set to "limited use" under the guise that the limitation would be removed, only to be told after several days of back and forth that limited use could not be reversed. I have attached some of the documents I sent them (there were 7 more pictures or so). I also included my social insurance number which they also have. What they have done is demand identification and then reject any and all identification in essence making the demand for documentation impossible to satisfy. Their claim that my ID is insufficient is unreasonable and malicious at this point. Further, this card was purchased expressly for online use since in-store was of no use to me. Their restriction of in-store use, I later learned, is that it can only be used in store in the United States and I am in Canada. I keep reiterating that "restricted use" is the PROBLEM and they keep replying to me stating that "restricted use" is their SOLUTION. I have repeated this ad nauseam (in excess of 20 times) and they can't seem to comprehend that restating my problem is not an acceptable solution. I did not request limited use as several agents suggested and the fact that they set my card to limited use is the problem I wanted corrected. I have had it dealing with this company since I am constantly repeating myself and they continue to respond by restating my problem as their solution. After they received the monies on my card they 1. Restricted my use of the card to prohibit online which is the reason I had the card and the only method it was usable to me. 2. Restricted my use of the card to in-store within the United Stated while I am in Canada at a 7 hour ferry ride and 9 hour car ride away. 3. Refused to accept adequate and sufficient identification (identification that allows me to board planes, travel internationally, get credit, mortgages, vehicles and any other transaction requiring ID. The fact that they argue that they cannot verify who I am is in absolute bad faith given my ID and the fact that they called me ensuring a direct link between me and my number. All efforts to obstruct me from using the product I purchased have been what I deem most unreasonable. Further, things have been exacerbated recently with a notification that my email account has been attempted to be hacked and a credit notification in possible identity fraud. I am suspicious that this is happening to me for the first time ever shortly after a company demands my identification and then pretends it's insufficient then denies me service of the product I bought. 
Regards,
[redacted]

Netpsend refunded my money the next day!  Thank you, [redacted] for all your help!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]