Realcor Developments Ltd.

Monday, August 3, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she reported fraudulent activity on three cards purchased at Wal-Mart.  She was told the cards were secure and the funds would be...

reimbursed.  She wants to receive the refund she was promised.  On July 10, 2015, Ms. [redacted] called to report fraudulent activity on three cards she purchased at Wal-Mart.  Each card was in a different name that did not match Ms. [redacted]’s information.  She could not dispute any charge on the accounts that were not in her name.  At the time of her call, the available balance on each card was zero.  We blocked the cards and closed all three accounts.  Our Fraud Department received a call from the police on July 13th and we informed them to send a subpoena for records to help with their investigation.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with the cards she purchased.  Should Ms. [redacted] have any additional questions or concerns, she can call [redacted]    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] mentions that her account was blocked due to a merchant refund and the timeframe to lift the block is excessive. She requests access to the funds that were credited to her card. Our Risk...

Management Department regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Risk factors were identified that led to the blocking of Ms. Alvarez’s account on August 28, 2015. UOP Online credited her card $290.83 and there was no matching debit. Our Risk Management Team blocked the account and requested proof of the original purchase receipt. That same day, our Risk Management Department reviewed the document and removed the account block. NetSpend regrets the inconvenience that [redacted] experienced as a result of the block on her account. 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 additional comments regarding complaint #[redacted] filed with your office by [redacted] concerning her Card Account. We appreciate Ms. [redacted] additional comments.  We notified Ms. [redacted] that the provisional credit was temporary and would be reversed on 01/19/2017. We also requested Ms. [redacted] to please take the necessary steps to ensure that there are sufficient funds in her account to cover the amount that will be debited.  Our system recognized the negative balance on the account and funds were transferred to recover the amount owed.  Unfortunately, there is no available balance to return to Ms. [redacted], since she was made aware that the provisional credit would be reversed.   During the investigation of Ms. [redacted] claims, we identified several risk factors associated with her card account. Due to these concerns, we have closed her account and we are no longer able to offer her NetSpend services. 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

Complaint: [redacted]
I am rejecting this response because:
I contacted them after they left me a message in my phone. It came to no resolution for both parts. My account was pisitive when close it and no talk about being negative for pending transactions. They said I was negative balance of $66 when no calls and letters telling me about this.  I am not happy with their response because I was the one that contact them in the first place because my transactions did not add to the balance in question back to the two dates in questions that were numbered in their response. I was left confused and No, back then I was no overdraff, I was looking for my $45 dollars that mysteriously disappeared, and call to their attention, tgen later tgey send statements with the overdraft of $45 that never seen before.For sure, I know that my account was not overdraft and for sure it is not negative.   I am asking them to provide statements when overdraft came and the transactions after I closed the account that put me in negative,  and all letters they send, telling me and notifying me about this.
Last time I spoke with them before starting dispute with Revdex.com and last recently phone call after they responded to your company, about the $66 negative balance that I did not know about it, I believed my account was positive and closed. So is it closed or not?Need clarification of all activities in that account as my name is on it. Regards, [redacted].

Well that seems like stalking That they can check when I checked my balance. It had NOTHING to do with this transaction. This guy billy called me yesterday and I called back. Got no response. I stand by my claim. I was specifically told it was purchases under ten dollars. 80 cents is less then ten dollars.I will contact the the newsnext, as this harrassment of looking at when I checked my balance. Also they are not doing the honest thing. Netspend is being dishinest and extremely rude
I am rejecting c response because:
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his online message. On June 21, 2016, Mr. [redacted] sent three secure inbox messages through our online account center to report unauthorized charges on his account. Due to a system delay, the...

messages were not responded to within the 48 hour timeframe. We apologize for any inconvenience this technical difficulty may have caused.. Mr. [redacted] contacted our Customer Service Department on June 22 and we released the pending unauthorized transactions back into his account balance. Our release of the transactions is not a void or cancellation of the original charges. If the merchants collect on the transactions at a later date, Mr. [redacted] can file a dispute claim in order for us to assist him with getting the funds returned. We reached out to Mr. [redacted] on June 23, but unfortunately, we have not had the opportunity to speak with him. We blocked his compromised card and ordered him a replacement. 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: Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on July 31, 2017 by way of telephone.  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 deposit he is expecting to post to his Brinks Prepaid MasterCard account.    On March 7, 2016, we spoke with Mr. [redacted] to address the concerns about his direct deposit. ...

Unfortunately, it was not an opportune time to discuss the details, so we emailed him our contact information so he could call back.  Three hours later, the ACH (Automated Clearing House) deposit posted to Mr. [redacted]’ account.  NetSpend posts the ACH deposits to our cardholder’s account within an hour of receiving the funds from the sender.  We regret any inconvenience Mr. [redacted] experienced while waiting on his deposit to post.  We have provided him 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:We received the follow up complaint # [redacted],filed with your office, by [redacted] concerning her disputes claims. The dispute investigation, opened on June 27, 2015, was concluded on August 11th. The merchant provided documentation that the charges were valid. We mailed Ms. [redacted] the results of our investigation that same day. As a result, the provisional credit was reversed from Ms. Andrew’s account on August 18th. The documentation provided by the merchant will be mailed to Ms. [redacted] within 7-10 business days.On July 10, we received an Automated Clearing House (ACH) debit payment from Shore Financial for $59.87 using Ms. [redacted] account and routing number. We provided Ms. [redacted] with a full reimbursement for this transaction on October 2, 2015. We have also applied a courtesy credit onto her account due to the delay she experienced when resolving this matter. We have declined three additional attempted ACH debit payments from Shore Financial. However, we have asked Ms. [redacted] to send us a Stop Payment form so that we have the authorization to decline all future Shore Financial ACH debit payments. We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns. We will also send Ms. [redacted] a follow up letter to address her 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 inconvenience with
activating his NetSpend card that he purchased.  He’s requesting his documents to be reviewed
and his card activated for use.  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.  Mr.
[redacted] purchased his NetSpend card on October 23, 2015. Additional information
was needed to fully activate his account, and our customer service requested for
Mr. [redacted] to send in identity documents. The documents that Mr. [redacted] provided
were not accepted to approve his account. We reached out to him on November 3rd by telephone and email, but have yet to speak with him. In the e-mail to Mr.
[redacted], we outlined why the documents weren’t accepted, and provided details
of the documents that we need to approve his account. In the meantime, Mr.
[redacted] was able to access the funds on his account by using his card for in
store purchases.  NetSpend
regrets the inconvenience that Mr. [redacted] experienced while attempting to fully
activate 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

Complaint: [redacted]
I am rejecting this response because: Without going through everything that I mentioned in my last response to the "company" they still have not responded to my questions. I provided them with all of my questions and concerns but have not heard back from them. I left a voicemail for the representative within 10mins of him calling him and still have not heard back from then (it has now been 6days) I also emailed him later that day with my concerns and just re-forwarded the same message, this morning. I do not feel like to the company cares about my questions or concerns still.... Especially when it comes to the more serious concerns like stating someone else benefitted from this, that I have not been provided with the "consistencies" on my account, and stating that all of my purchases where pin transactions when my bank statements clearly states that they are not to name a few. I have also tried to contact this department to talk to a supervisor or someone in charge to no avail as well....
Regards,
[redacted]

Tuesday, May 26, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she was charged late fees for her bills and overdraft fees.  She has contacted a lawyer due to the hardship she has gone through.  As we stated in our last response, Ms. [redacted]’s account was automatically blocked because there was no corresponding debit for the credited amounts with that specific merchant on April 29, 2015.  Our Risk Management Department requested that the credits be reversed back to the merchant.  Target reversed the credits on May 6th and Ms. [redacted] has complete access to the funds on her account.  She has been given our information should she have any additional questions or concerns.   Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Thursday, December 24, 2015To 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 November 15, 2015, Ms. [redacted] received a merchant refund from [redacted] in the amount of $853.92. Since there was no corresponding debit for the transaction, a systemic block was placed on the account.  Our Risk Management Team lifted the block on November 16th to allow Ms. [redacted] access to her other funds prior to receiving the merchant refund. The refund amount was then placed on hold until we received a copy of the original purchase receipt to authenticate the refund, or a Letter of Indemnity from the merchant.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. The merchant can also reverse the credit and issue the funds to Ms. [redacted] by another method of reimbursement.  A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originator. The originator would then apply the credit by other means.   On December 18th, I spoke with Ms. [redacted] to confirm the documentation we received and what is still necessary. The merchant sent a copy of the purchase receipt reflecting a transaction from June 2015 for $246.46, along with the refund showing the higher amount that was received. The merchant advised the difference in amount was a discrepancy. Our Risk Management Team credited the $246.46 to Ms. [redacted] account and advised we will need a Letter of Indemnity to return the difference back to the merchant. Once the letter is received, we will return the pending reimbursement back to them.  NetSpend regrets any inconvenience that Ms. [redacted] experienced. She has been provided with my direct contact information in case she has any further questions. 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 the Refer-A-Friend bonus associated with his NetSpend Prepaid Debit Card.  On March 31, 2016, we reached out to Mr. [redacted] by telephone and email, but unfortunately, we have not had...

the opportunity to speak with him.  We will assist him when he returns our call.  We reviewed his new card, and credited the Refer-A-Friend bonus to his account.  We apologize for any incorrect information he received about our Refer-A-Friend Program.  NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting to receive his Refer-A-Friend bonus.  We have provided him with our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, December 20, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted]’s complaint to us. On September 19, the Social Security Administration (SSA) sent us a death notification for the Social Security benefits sent to the account under the name, [redacted].  We are...

required to close the Card Account and place any remaining funds on hold until we receive a Notice of Reclamation from the Federal Government.  If a reclamation is not received after 120 days, the funds can be released to the executor of the estate once appropriate documentation is received.  We attempted to reach Mr. [redacted] by phone and email on December 14 and December 19, but unfortunately, we were unable to speak with him. We sent an email to Mr. [redacted] on December 19 outlining our actions to resolve his complaint. Mr. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Mr. [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter.  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 AnalystNetspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a dispute on her account. Ms. [redacted] purchased a NetSpend Prepaid card at 7-Eleven on February 20, 2013 and activated it for use. We mailed her a personalized card with her name on it, which...

she activated on March 5, 2013. On December 27, 2015, Ms. [redacted] contacted our Customer Service Department to report unauthorized transactions on her account. Her compromised card was blocked and we ordered her a replacement. We immediately opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E. We concluded our investigation on January 6, 2016, and issued a full credit to her account. Ms. [redacted] began using the funds through her replacement card on January 29.On April 13, Ms. [redacted] contacted our Customer Service Department to report she never received her replacement card and to dispute all the transactions done with that card. Her compromised card was blocked and we ordered her another replacement. We immediately opened a dispute claim and began our investigation. We concluded our investigation on April 27. Because Ms. [redacted] reported that she had no knowledge of the account being opened, the claim was closed as no error found. We advised Ms. [redacted] to file a claim with the IRS through their Identity Theft Department. We provided the contact number and website for the IRS.Upon receiving Ms. [redacted]’ complaint, we spoke to her on May 16 to discuss her account. She mentioned that she received a letter stating a refund was going to be issued to her. We will review this letter once Ms. [redacted] is able to send it to us.We understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product.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

Monday, January 4, 2016 To Whom It May Concern: We received 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 to use the funds on his PayPal Prepaid MasterCard or send him a refund...

check.  In an effort to protect NetSpend cardholders, our Risk Management Department regularly monitors their accounts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of Mr. [redacted]’s account on November 29, 2008.  He is no longer eligible for NetSpend services.  The factors that lead to the account closure are kept internal for security reasons.  When Mr. [redacted] attempted to activate his new card on December 25, 2015, our system recognized that his information was restricted, and a block was placed on the new account.  The funds deposited on the new card were mailed to Mr. [redacted]’s address on December 30th.  On January 4, 2016, we reached out to Mr. [redacted] by telephone and email.  We have not had the opportunity to speak with him, but will address his concerns when he returns our call. NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the account block. We have provided him 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:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her disputes claim for unauthorized charges was closed by NetSpend and no credit was issued. She wants to be reimbursed in full. On February 16, 2015 Ms. [redacted] reported her...

card as compromised. She disputed thirteen transactions that occurred up to three days prior to the call. Her disputes claim was closed on March 10th as no error found and a closure letter concluding our investigation was mailed to her address. We sent an additional letter dated March 13th explaining how we arrived at our decision. This disputes claim does not fall under the Regulation E guidelines for electronic funds transfers when the cardholder benefits from the original transactions. Our Risk Department has closed her account with NetSpend after determining risk associated with her activity. We understand that the disputes decision was not in Ms. [redacted]’s favor and was not her desired outcome. 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] concerning a missing Western Union transfer.   On October 20, 2016 Ms. [redacted] contacted our Customer Service Department regarding a transfer she made from her Western Union NetSpend Prepaid...

MasterCard.  She requested a money transfer control number so she could locate the missing funds.  We informed Ms. [redacted] that this information can only be obtained from Western Union.    In response to her communication, a member of our Corporate Response Team attempted to contact Ms. [redacted], unfortunately, we were unable to speak with her.  We recommend Ms. [redacted] continue to work with Western Union to research her missing transfer.   We apologize for any inconvenience this issue has caused Ms. [redacted], and we will continue to assist her until the missing funds transferred is located.   Ms. [redacted] has been provided 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: Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on August 8, 2017 by way of telephone. 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