Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account.   On October 28, 2016, Ms. [redacted] contacted us to add a secondary cardholder, [redacted], to her account. Our system recognized that he had a...

previous negative balance and we automatically blocked the account until the issue could be resolved.    In response to her communication, we attempted to contact Ms. [redacted] on November 1, but we were unable to speak with her.  Our Recoveries Team removed the block from her account on October 31, and Ms. [redacted] was able to access her available balance.   We have provided Ms. [redacted] with our contact information should she have any additional questions.   Thanks,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:I SPOKE WITH A [redacted] FROM CORPORATE SEVERAL TIMES THE SAME DAY THE COMPLAINT WAS FILED. IN AN ATTEMPT TO EXPEDITE A RESOLUTION I SENT PHOTOS CLEARLY SHOWING WHO IAM TO ANOTHER PERSON ([redacted]) WHO EMAILED ME ABOUT THE PROBLEM. THEY NEVER TOLD ME WHY MY ACCOUNT WAS SENT TO FRAUD FOR A DOLLAR IN THE FIRST PLACE EVEN THOUGH I ASKED IN ANOTHER EMAIL I SENT. I ALSO SPOKE WITH TH [redacted] PERSON AGAIN AFTER THAT DAY AND WE WENT OVER THE SAME THING AGAIN, AT THAT POINT IN WHICH INFORMED HIM TO JUST MAIL OUT MY CHECK AND I WOULD BE THE SAME PERSON GETTING THE CHECK WHO ADDED THE MONEY IN THE FIRST PLACE PER MY AGREEMENT WITH THE FIRST PERSON I SPOKE WITH TO FIND OUT WHY MY CARD HAD A PROBLEM. THE STATEMENT SAYING "WE HAVE REACHED OUT TO MR. [redacted] BY TELEPHONE AND EMAIL ON FEBRUARY 24TH, BUT UNFORTUNATELY, WE HAVE NOT HAD THE OPPORTUNITY TO SPEAK WITH HIM" IS A BLATANT LIE IN WHICH THEY ARE TRYING TO PUT OUT A GOOD IMAGE OF THERE SELVES. FACT OF THE MATTER IS I SPOKE SEVERAL TIMES ON THE PHONE WITH THEM AND ALSO RESPONDED TO EMAILS IN WHICH LIKE I SAID PREVIOUSLY ALSO ATTACHED PICTURES OF MYSELF HOLDING THE DRIVERS LICENSE AND THERE PURPOSE NETSPEND CARD NEAR MY FACE IN A CLOSE UP SHOT! ALL OF WHICH CAN BE VERIFIED! I ALSO FORWARDED THE SAME SENT EMAIL TO THE Revdex.com AT [redacted]
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card offer that was sent to her daughter who is a minor. NetSpend works with third party marketing partners that provide us with information for consumers who may need a...

service like our prepaid debit card. We mail those consumers card offers. The card offer is not active and the card cannot be used unless activated. Our activation verifies the identity of each potential cardholder as a part of our Customer Information Program. This ensures that the card can only be used by the intended recipient. During the offer activation, we collect social security number and date of birth to verify identity only. There is no credit check involved because our Prepaid Debit Card is not a credit card. The primary cardholder must be at least 18 years of age.  On March 16, 17, and 22, 2016, we reached out to Ms. [redacted] by telephone and email, but unfortunately, we did not have the opportunity to speak with her.  Once she provides the information for the card offer sent to her daughter, we will locate it in our system.  We can then cancel the card offer and remove her daughter’s information from our systems to prevent future card offers from being sent to her. Additionally, we will submit a request to our Marketing Department in order to obtain detailed information on how her daughter’s name and address were obtained.  We will convey that information to Ms. [redacted] once it is received.  NetSpend regrets any inconvenience that Ms. [redacted] and her daughter experienced as a result of this card offer. We also apologize that she was not directed to a supervisor when the request was made.  Ms. [redacted] has been given my 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 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. Because NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us.   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] by phone and email on July 19 and July 20 but unfortunately, were unable to speak with Ms. [redacted]. Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained.  We will provide Ms. [redacted] with the information as soon as it becomes available.  We have also removed Ms. [redacted] name and address from our mailing list and she should not receive any future offers from any NetSpend managed programs.    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:
I have not authorized any of those transactions at all. I  did not use the card for any of those transactions and I have lost a lot of money because of this.My card along with the pin had fallen out of my wallet and I was sick that day. I did not make any transactions for the ones I disputed and I was in the hospital with stomach poisoning from November 1st-November 29th 2016. I also have other medical health issues on health issues on top of the stomach poisoning and I have been in the hospital and I love alone and am single.So, no one else was with me and I am telling the truth.
Regards,
[redacted]

Tuesday, August 1, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. We are sorry to hear that Mr. [redacted] had a bad experience with our Customer Service Department. We have reported this incident to the management staff of the customer...

service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures. We validated that Mr. [redacted] card is no longer active and cannot be used for additional unauthorized transactions. His dispute claim will receive an update by the close of business day August 14, 2017. After our review, we determined Mr. [redacted] claim is being handled appropriately. As you requested, we addressed this matter directly with Mr. [redacted] on July 31, 2017 by way of telephone. We sent Mr. [redacted] an email detailing the actions taken on his account to resolve his concerns on August 1. 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 March 9, 2018 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, January 26, 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’ve reviewed Ms. [redacted] dispute claim and we’ve determined that her claim is being handled correctly. The new account has a 20 business day timeframe for the claim update. A new account is defined as an account that has a disputed transaction within 30 days of the initial deposit to the Card Account. As you requested, we addressed this matter directly with Ms. [redacted] on January 26, 2018 by way of telephone. We sent her an email detailing the actions to resolve her concerns. 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 did not receive credit for disputed transactions because we stated no letter was received for the claim. She sent a letter of disputes on the day she filed the disputes claim....

She wants to get a refund for disputed items. On July 1, 2015, we contacted Ms. [redacted] and informed her we would review her disputes claim and the provisional credit. We issued a provisional credit before the close of the business day. The final date of her disputes claim is August 7th. No further action will be required if the claim is successful, since she has already received the credit. NetSpend understands 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her fiancé [redacted]’ Netspend account.On April 8, 2016, Mr. [redacted]’ account was blocked as a result of an unsuccessful attempt made to access his online account.  Mr. [redacted] contacted us to request the block to be removed and was advised by our Customer Service Department to provide identifying documents.We have attempted to reach Ms. [redacted] by phone and email, but have not heard back from her or Mr. [redacted]. Should Mr. [redacted] send us his identity documents, or contact us regarding his account, we will be glad to further assist him.Ms. [redacted] has been provided with our information should she have any other concerns.Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, December 13, 2017To Whom It May Concern: Thank you for forwarding Ms. [redacted]’ complaint 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. Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us.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 permanently blocked the card offer on December 13, 2017.  Additionally, we have submitted a request to our Marketing Department to provide information concerning how [redacted]’ name and address was obtained. We have also removed Ms. [redacted]’ name and address from our mailing list and she should not receive any future offers from any Netspend managed programs.  As you requested, we addressed this matter directly with Ms. [redacted] on December 13, 2017 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

Complaint: [redacted]
I am rejecting this response because: Information still not correct.
Regards,
[redacted]

Wednesday, March 1, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card that was not received. On February 4, 2017, Ms. [redacted] ordered a Netspend Card Account through Turbo Tax.  We mailed a card ending with [redacted] on...

February 7, to the address provided on the Turbo Tax website.  Ms. [redacted] contacted us on February 17, to inform us she did not receive the card ending with [redacted].  We ordered her a second card ending with [redacted] with a standard delivery timeframe.  Ms. [redacted] contacted us again on February 24, to inquire about her tax refund deposit and we ordered an additional card ending with [redacted] with an expedited delivery timeframe.  Two days later, Ms. [redacted] contacted us and a fourth card ending with [redacted] was ordered with an expedited delivery timeframe.  Ms. [redacted] tax refund deposit posted to her Card Account on February 28.  The next day, Ms. [redacted] received the card ending with [redacted] and she activated it for use.  In response to her communication, a member of our Corporate Office spoke to Ms. [redacted] on March 1, and she explained that she received the card ending with [redacted].  We informed her that the other cards ordered on her Card Account were all sent to the same address and we have now blocked them as not received.  We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her Card Account.   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 on the inside flap of the card package and is visible to consumers prior to purchase.  Our packaging also informs that the person activating the card must be at least 18 years of age and that it is not a gift card.    A member of our Corporate Office spoke with Ms. [redacted] on April 3, to discuss the activation of her Card Account.  We informed her that the Card Account was closed on March 31, at her request.  A check for the remaining Card Account funds was mailed to Ms. [redacted] confirmed address on April 3.  She will receive the check within ten business days.      The card Ms. [redacted] purchased is a reloadable, prepaid debit card account and not a gift card. This type of product is intended for individuals who wish to have access to an electronic form of payment, but would like an alternative to a traditional bank account.   We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department when attempting to activate the card account.  We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures.   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

To
Whom It May Concern:We received complaint # [redacted] filed with
your office by [redacted], concerning the documents
he sent to have the the funds release from his deceased neice’s NetSpend
account.  He’s requesting the remaining
account funds to be released to him.  On June 3,...

2915, NetSpend received a death
notification from Social Security Administration regarding the benefits sent to
Steph**ie [redacted] account.  They
requested a return of the most recent deposit **d a review period of 120 days
for **y additional funds to be recovered.  In response to the documents received from Mr. [redacted], we notated the
account with the acceptable documents that would designate him as the executor
of Ms. [redacted] estate on June 19th.  We reached out to Mr. [redacted] by telephone **d
email on December 10th.  He
emailed acceptable documents for review by NetSpend Legal Department on
December 14th so that the remaining funds c** be mailed to him.  He will receive a check within ten business
days.  NetSpend
regrets the inconvenience that Mr. [redacted] experienced with providing documents
to access the funds on his niece’s account.  We have provided him with our contact information should he have **y
additional questions or concerns.    Th**k
you,[redacted]Corporate
Customer Response TeamNetSpend
A TSYS Comp**y

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a Card Account associated with her email address.   A member from our Corporate Office spoke with Ms. [redacted] on April 5, and she explained this Card Account is in her...

mother’s name.  We removed Ms. [redacted] email address so she will not receive notifications about her mother’s account.  Ms. [redacted] mother contacted us on April 6, and we updated the information on her Card Account.    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.   We have provided Ms. [redacted] and her mother with our direct contact information should they have any additional questions concerning this matter.    Thank you,   [redacted] Customer Experience Specialist Netspend, a TSYS Company

Tuesday, September 26, 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 September 26, 2017 by way of telephone. We informed Mr. [redacted] by email on the same day, 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

Complaint: [redacted]
I am rejecting this response because: I WAS NEVER INFORMED NOR SENT THE CORRECT NOTIFICATIONS I WAS SUPPOSED TO RECEIVED IF IT WAS ME USING THE CARD. I WAS NOT NOTIFIED VIA NETSPENDS TEXT ALERTS, EMAILS, NOR WHEN I CALLED COULD THEY VERIFY ANY WERE SENT. AGAIN WHEN I NOTICED MY ACCOUNT WAS HACKED OR WHATEVER THEY WANT TO CALL IT WAS WHEN I CHECKED MY ACCOUNT TO HAVE MY TAX MONEY SENT OVER AS WELL TO FIND ALL MY MONEY I SAVED WAS GONE.
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 they've reach out to me after contacting you guys and federal commission . They return funds that I was reporting . You guys rock it made them do something that they wasn't previous doing . 
Regards,
[redacted]

To Whom It May Concern:We received additional comments for complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] mentions his tax refund is being held by NetSpend and he desires the funds to be returned to him. On October 1, 2015, we spoke with Mr. [redacted] and informed him that the funds from his tax refund are being returned to the US Treasury / IRS. We told him we would call with any updates we received. We received a lead number from the IRS case and we relayed that to Mr. [redacted] on October 9th. He can contact the IRS directly at ###-###-####. NetSpend regrets any inconvenience Mr. [redacted] experienced with the return of his funds to the IRS. We have provided our contact information, so that he can reach us with any questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company