Realcor Developments Ltd.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Monday, March 5, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted] additional comments regarding complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on February 27, 28, and March 5, 2018 by telephone. We provided her information regarding the finalizing of her dispute claim and the return of her funds. 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] the activation of his temporary card. 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 our card packaging. The most common fees for using the card and for maintaining the account, including account maintenance fees, are fully disclosed in the cardholder agreement and are visible to consumers prior to activation. On April 2, 2016, Mr. [redacted] purchased a temporary card from a retail store. Mr. [redacted] called us to activate his card on September 6, 2016.  Our Customer Service Department informed Mr. [redacted] that his temporary card had expired and they ordered him a replacement card.  He was also informed of the maintenance fees, previously charged to his card account, in accordance with the cardholder agreement. We contacted Mr. [redacted] on September 8, 2016 and refunded the account maintenance fees previously charged to his card account. He will receive a refund check, for the original card account balance, within 10 business days to his address on file. 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]’s complaint to us. The Refer-a-Friend (RAF) Promotion is designed to gain new customers. Netspend cardholders can refer friends from our website, mailings, and emails.  Anyone they refer will receive a referral code to use when...

setting up the account and must meet the promotion eligibility requirements. Our product also comes with a variety of fee plans in order to meet the diverse needs of our consumers. All fee plans are fully disclosed in the cardholder agreement and are visible to consumers prior to activation of their account.  As you requested, we addressed this matter directly with Ms. [redacted] on October 10, 2017 by way of telephone, e-mail, or letter. 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

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.
Furthermore the business did refund charges accrued.  I am happy with the resolution.
Regards,
[redacted]

Friday, January 19, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on January 12, 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]. [redacted]Customer Experience Specialist Netspend, a TSYS Company

Friday, September 16, 2016 To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the access to her account balance. On September 11, 2016, Ms. [redacted] contacted us to report her card lost or stolen.  We immediately blocked the...

card to prevent any unauthorized use.  Our call records indicate a new card was ordered to be sent to her with our normal delivery timeframe of 7-10 business days. On September 12, Ms. [redacted] purchased a new NetSpend account to transfer the remaining account balance from her old account.  Because the permanent card on the new account had not been activated, the transfer feature was restricted.  In response to this communication, a member of our Corporate Response Team, spoke to Ms. [redacted] on September 14. We informed her the transfer restriction was removed from her account and she was able to transfer her available balance.   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, that as an alternative offered her an option to expedite the card delivery.  As a courtesy, we have refunded Ms. [redacted]’s account for the replacement card purchase amount.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here...

Friday, January 5, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s 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 Mr. [redacted]’s dispute claim and we’ve determined that his claim was handled correctly. The disputed transactions were reported out of timeframe, more than 120 days since their occurrence. As you requested, we addressed this matter directly with Mr. [redacted] on January 3, 2018 by way of telephone. We sent him an email detailing the actions to resolve his 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: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on April 12, 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that was caused by a merchant refund. She’s requesting access to her funds.    Our Fraud Prevention Team regularly monitors account activity in order to...

provide a safe and secure product for all of our cardholders. On February 4, 2016, a systemic block was placed on Ms. [redacted] account after Gulf Eagle Supply credited her card $370.42. In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refund. This policy is in accordance with our responsibilities under the MasterCard processing rules. Ms. [redacted] emailed the documents showing why she received the refund credit on February 9th to our Document Review Team.  Our Fraud Prevention Team removed the account block the same day.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the block on 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on his Card Account.   On March 14, 2017, we received an authorization request from the merchant, Fresh View, for $166.16.  The following day the merchant...

collected the funds by posting an additional transaction to Mr. [redacted] Card Account without using the original pending authorization for the transaction. Mr. [redacted] called us on March 17, and informed us that the merchant debited the funds twice.  Our Customer Service agent opened dispute claim [redacted] for the transaction that posted to Mr. [redacted] Card Account.  We began our investigation and informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.    A member from our Corporate Office reached out to Mr. [redacted] on March 21, but unfortunately we have not had the opportunity to speak with him.  We provided information via email that the merchant collected the funds without using the original authorization they requested.  We released the pending transaction back to Mr. [redacted] Card Account balance.  We also notified the Dispute Department that the claim [redacted] can be cancelled since only one transaction posted to Mr. [redacted] Card Account.      We also informed Mr. [redacted], if he would like to add his fiancé to the Card Account as a secondary cardholder, she can receive a direct deposit from her employer.  Her identity information will be subject approval per our Customer Identity Program and then her personalized card order will be placed.      We have provided Mr. [redacted] with our direct contact information should he 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 a NetSpend card he ordered through Turbo Tax but has not received. On February 17, 2016, Mr. [redacted] ordered a new NetSpend card while processing his tax refund through Turbo Tax.  His...

direct deposit from the IRS was posted to his account on February 26th.  When he spoke with Customer Service on March 5th, a second card was ordered by expedited delivery.  We expedited a third card to Mr. [redacted] on March 10th and he received and activated that card two days later.  We apologize for the problems that Mr. [redacted] did not receive his card in a timely manner.  He was never charged for the expedited card orders.  We reached out to him on March 9th, but unfortunately, we have not had the opportunity to speak with him.  We will assist him when he returns our call.  As a courtesy, we have refunded the transaction fees on another card account Mr. [redacted] purchased while waiting for his card to arrive.  NetSpend regrets any inconvenience that Mr. [redacted] experienced with receiving the card to his address. He has been given 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] concerning the inconvenience he experienced with his dispute while he was incarcerated. On March 15, 2016, Mr. La [redacted] disputed ten unauthorized PIN and signature based transactions that occurred...

on his NetSpend card between the dates February 4th and March 3rd.  Our Disputes Department closed his claim on March 29th as no error found and no credit issued.  A dispute closure letter was mailed to his address and emailed to his inbox at [redacted].  We spoke with Mr. [redacted] on March 30th and addressed his concerns.  He emailed the details of the circumstances surrounding his incarceration and disputed charges to us, and we forwarded it to our Disputes Department for review.  On April 1st, we reached out to Mr. [redacted] and informed him by email that the claim decision remains the same, closed with no error found.   NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the closing of his disputes claim. 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with the timeframe on her dispute claims.  On March 24, 2016, our Disputes Department credited Ms. [redacted]’s account in full for all three claims.  We reached out to Ms. [redacted] on March 24th 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.  We apologize for any inconvenience that she experienced while disputing the merchant charges. Ms. [redacted] has our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team 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]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card activation. 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. The card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing. On June 12, 2016, Ms. [redacted] attempted to activate her new account, but her identity information could not be automatically verified. We requested her to send documentation to verify her identity. Upon receiving her complaint, we reached out to Ms. [redacted] on June 15, but unfortunately, we have not had the opportunity to speak with her. Ms. [redacted] responded via email and we provided her with a list of acceptable documentation that could be used to approve her account. We will review her documents once they are received.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 agent 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that his new card was blocked due to a negative on a previous account because of overdraft fees. He wants NetSpend to fix the negative balance and to gain access to the $80 on the...

new card. On May 31, 2015, Mr. [redacted] attempted to activate a new NetSpend card. Our system automatically blocked the card due to a previous account left with a negative balance of $87.26. Mr. [redacted] incurred overdraft fees for making transactions after his available balance became negative more than $10.00. Cardholders must agree to the terms and conditions and opt into the optional overdraft program in order to use this feature. We emailed the details to Mr. [redacted]. The new card was unblocked on June 1st and Mr. [redacted] gained access to his $80. NetSpend regrets any inconvenience Mr. [redacted] experienced. He has my contact information should he have any additional questions or concerns about the previous account balance. 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 disputed unauthorized charges that resulted in a negative balance on her account.  She’s requesting to be refunded for the disputed amounts. On January 29, 2016, the merchant [redacted]...

initiated a transaction of $198.00 on Ms. [redacted]’ NetSpend card. Fifteen minutes later, Caribbean Queen initiated a transaction for $195.00.  Ms. [redacted] called to report the charges as unauthorized, while the authorizations were still pending.  Our customer service representative released the transactions back to Ms. [redacted]’ card balance without supporting documents to confirm that the merchant would not collect the funds. NetSpend does not have the ability to void or cancel a pending transaction as noted in the card terms. If we receive documents from the merchant to validate that the transaction has been voided or cancelled, we can release the funds back into the account. The merchants collected their respective funds on January 31st and February 1st.  Ms. [redacted] disputed the unauthorized charges on February 1st.  She was informed that an update on her claim will be given in ten business days, February 16th.  NetSpend is in accordance with Regulation E Guidelines for Electronic Funds Transfers when resolving disputes claims. It can take up to 10 business days for an initial review of the claim. However, our Disputes Department reviewed Ms. [redacted]’ claim on February 8th and credited both unauthorized charges back to her card balance.  We spoke with Ms. [redacted] on February 5th, and we apologized for the incorrect information she received concerning her unauthorized transactions and transfer of funds.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with the unauthorized use of her card number. 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 complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card that she did not request that was mailed to her address with someone else’s name on it.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. On March 15, 2016, I spoke with Ms. [redacted] to address her concerns. I will also submit a request to our Marketing Department in order to confirm how Ms. [redacted]’s address was obtained. This information will be conveyed to her once it is received.  We regret any inconvenience that Ms. [redacted] experienced as a result of this card offer. She 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 # [redacted] filed with your office by [redacted] concerning declined transactions that occurred on his card..On June 10, 2016, Mr. [redacted] activated his card for use and opted for the Pay As You Go fee plan which charges $1.00 for signature-based...

transactions and $2.00 for debit transactions.  On June 12, Mr. [redacted]’s card was declined due to an insufficient balance because of the associated transaction fees.Upon receipt of his complaint, we spoke with Mr. [redacted] on June 13 to discuss the reason why his card declined. We refunded the declined fees that were incurred and ordered a replacement card to be expedited to his address on file.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