Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend 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, 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.  On March 21st, Ms. [redacted] was unable to activate her NetSpend card due to the account being registered under someone else’s name.  On March 29th, I spoke with Ms. [redacted] to address her concerns and confirmed the account in question shows someone else’s name on it. I requested Ms. [redacted] to send me a copy of the original purchase receipt for the card, along with her identity documents, in order to correct the information on the account and allow her to activate it. Once we have received the documents, I also provided the options of mailing her a check for the funds or setting the card to Limited Use.  Ms. [redacted] did not feel comfortable sending her identity documents. Should Ms. [redacted] send us her documents, we will be glad to further assist her.NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to activate her 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

Tuesday, March 7, 2017To Whom It [redacted] Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the information she received in order to accept a tax refund deposit in her husband’s name. On February 28, 2017, an Automated Clearing House (ACH) deposit for...

Ian [redacted] attempted to post to Mrs. [redacted] Card Account.  A temporary block was placed on the Card Account due to the deposit being in another person’s name.  We notified her via text message to contact us and that the deposit would be returned to the sender by 5 PM on March 1 if no action is taken.  Mrs. [redacted] husband added his information to the Card Account, but he did not verify additional security in order to post the deposit. The deposit was returned back to the sender later that day.   In response to her communication, a member of our Corporate Office spoke with Mrs. [redacted] on March 6, to discuss what occurred with her husband’s deposit.  We provided the return trace number for the deposit so she could relay the information to the IRS. We are sorry to hear that Mrs. [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. We have provided Mrs. [redacted] with our contact information should she have any additional questions concerning this matter.  Thank you,[redacted]Corporate Customer Experience Specialist Netspend, a TSYS Company

Monday, February 13, 2017 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On December 19, 2016, Ms. [redacted] contacted our Customer Service Department to dispute a transaction that posted to her Card Account. We opened...

dispute claim number [redacted] and began our investigation. We concluded our investigation of Ms. [redacted] dispute claim [redacted] on January 24, 2017, and no credit was issued because we did not find that an error occurred. The merchant provided documents to validate the charge. The dispute investigation documents outlining the reason for the claim decision were mailed to Ms. [redacted] address on file. A member of our Corporate Office spoke with Ms. [redacted] on February 9, 2017. Based on our re-review of the merchant documents and circumstances of the dispute claim as a courtesy we issued her a full reimbursement for the disputed transaction. Ms. [redacted] has been provided with our contact information should she have any additional questions or concerns. Thank you, [redacted]Corporate Customer Experience TeamNetspend, a TSYS Company

To Whom It May Concern:We received additional comments in regards to complaint # 11011289 filed with your office by [redacted].  Ms. [redacted] is concerned that she has been a victim of identity theft and would like additional details regarding how we obtained her information.On January 5, 2016, we contacted Ms. [redacted] and apologized for any impolite service she received while attempting to obtain details from the card offer her son received. Ms. [redacted] provided her son’s name in order to locate his account and we requested the source details regarding how is information was obtained. We have since closed the account and removed his email address from marketing materials. Once a response is received, we will be in direct contact with Ms. [redacted] to share additional details with her. NetSpend regrets any inconvenience our card offer may have caused Ms. [redacted].  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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] mentions not being able to activate his new card because of previous accounts with NetSpend. He wants to activate his card and gain access to his money. On August 16, 2015, Mr. [redacted] called to...

activate his Western Union Prepaid MasterCard. Our system recognized his information from a previous account and the activation could not be completed. His account was reviewed by a manager and the restriction was removed the next day. Mr. [redacted] activated his new card for use on August 17th. NetSpend regrets the inconvenience that Mr. [redacted] experienced while activating his new card. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Mr. [redacted] states that he’s receiving text messages from NetSpend, but is not a cardholder.  He desires the messages to stop immediately.  On March 2, 2016, I spoke with Mr. [redacted]...

regarding the text messages he has been receiving. He confirmed he previously spoke with our Corporate Office to remove his phone number from our system.  His phone number no longer brings up an account, however, Mr. [redacted] stated he is still receiving messages. Netspend regrets any inconvenience that Mr. [redacted] has experienced as a result of the text messages. We are forwarding the information internally to help ensure his number is removed from our system. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her refund check. On April 13, 2016, Ms. [redacted] contacted us to close her NetSpend account. At the time of her request, a transaction with Principle Secret was still pending. The Customer Service...

agent she spoke with released the pending transaction and closed the account. Upon receiving her complaint, we spoke with Ms. [redacted] on April 26 regarding her refund check that was not received. A refund check was mailed to the address on file on April 28 and Ms. [redacted] should receive it within ten business days. We apologize for the poor service that she experienced with our Customer Service Department when she called to close her account. 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 TeamNetSpend A TSYS Company

Wednesday, March 7, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted] 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 have reviewed Ms. [redacted] 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 March 6, 2018 by telephone. We provided her with the results of the review of her dispute claim. We emailed Ms. [redacted] the dispute investigation documents. 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

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 satisfactory to me as long as the refund check is received. One thing that is not described correctly in the business' response is that at no time did I or my relative decline to offer personal information as we provided name, address, and other contact information. The card does state personal information is required. What the card does not state is that they require your Social Security number to activate the card. This is the data that we refused to provide and, as a result, the company declined to activate the card without a Social Security number. With identity fraud prevalent, we do not provide this vital piece of information freely. 
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]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that he was waiting on a refund from Veterans Commemoratives, but it was not credited. He’s requesting for the credit to post to his account. On August 30, 2015, Mr. [redacted]...

disputed a transaction from Veterans Commemoratives in the amount of $59.75 through the website, www.netspend.com. He was informed that his disputes claim would be updated within ten business days, September 14th. We closed Mr. [redacted]’ disputes claim on September 2nd because the merchant refunded the account for the disputed amount. NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting for the credit to post to his account. He has been given my 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: netspend only talks about the fees associated with the transaction that was fraudulent. Not the intial money that was taken
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] sent documentation to verify his identity but they were not accepted. He’s concerned about his identity being compromised by NetSpend, and is requesting access to his funds. 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. We requested Mr. [redacted] to fax or email this information to complete the account verification process in efforts to activate his account. On July 3, 2015 Mr. [redacted] contacted our customer service department concerning the card activation. We confirmed that we needed additional information to complete his verification. We also provided him another alternative so he could access his funds on the account. I contacted Mr. [redacted] by phone and email on July 20, 2015 but I was not able to speak with him. NetSpend regrets any inconvenience that Mr. [redacted] experienced while attempting to activate his card. He has been provided with our contact information should he have any further 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] concerning his dispute claim.On February 18, 2016, Mr. [redacted] contacted us to dispute an authorized transaction that posted to his account. 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. We concluded our investigation on May 5, and no credits were issued to Mr. [redacted]’s account because we were unable to identify that an error occurred. The merchant provided documents to validate that the transaction was authorized by Mr. [redacted]. Upon receiving his complaint, we spoke with Mr. [redacted] on May 24 to discuss his dispute claim. He provided additional documentation and we submitted this to our Disputes Team for review. After our reinvestigation, we issued a full reimbursement for the disputed transaction to Mr. [redacted]’s account on May 31. 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 additional comment on 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 for NetSpend to contact her with information.    Our Fraud Prevention Team has closed Ms. [redacted] account.  The credited funds from Refund IE can be reversed through their merchant services or they can mail a letter of indemnity to NetSpend so that we can mail a check to them after the letter is received.  NetSpend’s policy is in accordance with our responsibilities under the VISA processing rules..  On March 2, 2016, we reached out to Ms. [redacted] by telephone and email.  We have not had the opportunity to speak with her, but will assist with her concerns when she returns our call. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the closing of 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

Monday, December 04, 2017To Whom It May Concern:Thank you for forwarding Ms. [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’ve reviewed Ms. [redacted]’s dispute claim and complaint that provisional credit was not provided. After review, we’ve determined that her claim was handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on November 29, by way of email. We provided her with further insight on the dispute process and the documentation used during our investigation. We appreciate you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted]Customer Experience AnalystNetspend, a TSYS Company

Complaint: [redacted]I am rejecting this response because:  The response was untrue! I did speak with someone who thought I had accessed the Mobile App but it wasn't the Mobile App, it was the online log in page. I uninstalled the Mobile App, reinstalled it and still couldn't access it. The lady who called said I could utilize the forgot password option and again I explained that I thought of that but it wouldn't take my information. When you have to use the forgot password it ask for personal info, records it and when you need anything it West Virginia is the most beautiful state in America! Please like or comment on your favorite photo. The most liked and commented on photo will be my next cover photo. If you'd like to participate, send your favorite original photo of West Virginia to [redacted]. Include your name and where the photo was taken and  I’ll post the photos as they come in. The winner will be announced in March! for it to verify. It's says my info is wrong rewarded AZ 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that according to federal law, and our card terms, he was supposed to receive a provisional credit within two days of filing his disputes claim. He wants the amount of his second...

claim credited to his account. On April 26, 2015, Mr. [redacted]’ card was reported as compromised and a transaction was disputed. We blocked the card and informed him an update on his disputes claim will be given in ten business days, May 8th. On the tenth business day we informed him of the 45 day timeframe to finalize the claim, July 2nd. No provisional credit was issued because we did not receive a letter of disputes within the first ten business days. He called on May 4th to dispute an additional fourteen transactions on a separate disputes claim. We informed him the second claim’s tenth business day update is May 18th. On the tenth business day, we closed his second disputes claim with no error found. A disputes closure letter was sent to him and later on June 1st, we mailed him the documents used to arrive at our decision. His first disputes claim was paid out on June 10th. NetSpend regrets the inconvenience that Mr. [redacted] experienced with the reported misuse of his card and the disputes process. We follow all the Regulation E Guidelines for electronic funds transfers and our card terms for the disputes process. 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

To Whom It May Concern: Thank you for for[redacted]ing Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on December 26, 2017by 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