Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her children received unsolicited Brink’s Prepaid MasterCard offers. She‘s requesting that we don’t send these offers going forward, and wants to know how we obtained...

their information. 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 August 6, 2015, we reached out to Ms. [redacted] by telephone and email. We informed her that our system has been updated to block the name and address that we received to send the card offers to her children. A request to our marketing department has been sent out for the specific source information as to how Ms. [redacted]’s children’s information was obtained. When we receive an update from our request, we will relay it to Ms. [redacted]. We apologize for any inconvenience that Ms. [redacted] has experienced as a result of these card offers that were sent to her children. 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 the problems she has experienced with her dispute claim. She’s requesting to be reimbursed for the unauthorized transactions that occurred last year.    Ms. [redacted] informed...

NetSpend of her desire to dispute several unauthorized charges that posted to her account between March and September of 2015.  Under the terms of the cardholder agreement; which are written in a manner to align with Regulation E of the Electronic Funds Transfer Act, cardholders are required to report errors such as unauthorized transactions or billing errors within 60 days of electronically accessing their account. Ms. [redacted] stated she had difficulty opening a claim online, though our records indicate Ms. [redacted] accessed her account through the NetSpend website several times between the dates of the disputed transactions. On November 2nd, 2015, she contacted our Customer Service Department to file her dispute claim. We spoke to Ms. [redacted] on March 3rd, and after further review by our Disputes Department, we informed her that the transactions would remain out of the timeframe allowable to file the dispute under Visa processing rules.We apologize for any inconvenience Ms. [redacted] experienced with her dispute.  If she has any further questions, Ms. [redacted] has our contact information. 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. I would like to thank Revdex.com I didn't feel like I  was going get my money without your help so thank you.
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On September 24, 2016, Mr. [redacted] contacted us to report an unauthorized transaction that posted to his account. We immediately blocked his card to prevent further...

unauthorized activity. We promptly opened a dispute claim and began our investigation. We also informed Mr. [redacted] of the investigation timeframes afforded under Regulation E. On October 7, we determined the dispute claim was not eligible to receive a provisional credit, but we are continuing our efforts to investigate the claim.   A member of our Corporate Response Team spoke with Mr. [redacted] on October 7, to discuss his dispute claim. After further review, a provisional credit was issued to Mr. [redacted] account on October 7. The dispute claim is scheduled to be finalized on November 8.  The results of the investigation will be sent to Mr. [redacted] in writing within 3 business days of completing our investigation.   We have provided Mr. [redacted] with our contact information should he have any other questions or need any further assistance.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Thursday, April 19, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted]’s complaint [redacted] 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. The offer and accompanying disclosures you received were distributed in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (12 CFR 1005.5(b)). Your Social Security number and date of birth were not provided and are not connected to this offer in any way. No account in your name has been activated as part of this offer. This offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactions. No credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on your credit.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] on April 12, and 19, 2018 by telephone, but were unable to speak with her. We emailed Ms. [redacted] the details outlining our actions to resolve her 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his account. Upon receiving Mr. [redacted] complaint, we spoke with him on May 23 to discuss his account fees. We provided information regarding the different fee plans...

that are available on his account. We enrolled Mr. [redacted] into the Fee Advantage Plan that waives the debit and signature transaction fees for a low monthly fee. The transaction fees that were incurred in May were reimbursed back to his account.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

Tuesday, September 27, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the overdraft fees associated with her son’s account. Ms. [redacted]’s son opted into the optional Overdraft Protection Program on August 31. A member of our Corporate...

Customer Response Team spoke with Ms. [redacted] on September 26, and explained the details of the optional Overdraft Protection Program on her son’s account. We reimbursed all of the overdraft fees that were incurred and successfully opted him out of the service. 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] concerning a transfer from
PayPal that she is expecting to be deposited on her PayPal Prepaid
MasterCard.  She’s requesting the
transfer of funds to be completed.  On
December 7, 2015,...

we reached out to Ms. [redacted] by telephone and email.  We are attempting to clarify the concern she
has regarding the limits associated with the PayPal instant transfer feature,
managed by NetSpend.  When she responds
to our call, we will go over the instant transfer limits of $300 per day and
$2000 per rolling 30 day period, as well as the fees associated with the
card.  NetSpend
regrets the inconvenience that Ms. [redacted] experienced with our product.  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

Complaint: [redacted]
I am rejecting this response because:
II sent them proof several times that this is an unauthorized charge because of me leaving this hotel
Regards,
[redacted]

Thursday, December 21, 2017To Whom It May Concern: Thank you for forwarding Mr. [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 Mr. [redacted]’s dispute claim and complaint that provisional credit was not provided. After review, we’ve determined that his claim was handled correctly. As you requested, we addressed this matter directly with Mr. [redacted] on December 20, 2017, by way of e-mail. We provided him with further insight on the dispute process. His case has been assigned to a Corporate Customer Response Team Analyst, [redacted].  Should he contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him with his concern.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 card she ordered from the NetSpend website that was unable to be activated without providing identity documents. She’s requesting for her card to be activated.  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, 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 at [redacted] and in the literature sent with the card order.  On February 9, 2016, we spoke with Ms. [redacted] and we addressed her concerns.  We understand that she does not want to supply the required documents to approve her card / account.  NetSpend regrets the inconvenience that Ms. [redacted] has experienced with our product. 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 the inconvenience she experienced with activating a NetSpend card given to her son as a gift.  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 along with the statement that this is not a gift card.  On March 29, 2016, we spoke with Ms. [redacted] and addressed her concerns about the card she intended to give as a gift to her son.  The information she provided under her son’s name did not automatically approve in our system because he is a minor, so we offered her the option to convert her card to limited use and she accepted.   The Limited Use option is a method to obtain the funds on her account. Limited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactions. Once the funds are dispensed, the account will close and the card can be discarded. When the card is converted to Limited Use, it cannot be reversed.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while attempting to activate card in her son’s name.  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: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on November 7, 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 AnalystNetspend, a TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Card Account he received in the mail.   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.   A member of our Corporate Response Team spoke with Mr. [redacted] on January 23, 2017, regarding the card offer he received. At his request, we permanently blocked the card offer and removed his information so he will not receive future marketing offers form NetSpend. Additionally, we submitted a request to our Marketing Department to provide information concerning how Mr. [redacted] name and address were obtained, and we will provide this information to him as soon as we receive it.   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

Complaint: [redacted]
I am rejecting this response because:NetSpend was never authorized to send me anything also I had requested from them to delete my new address and personal information from the database which obviously they never did but I would like now is for NetSpend to be investigated by the Department Homeland Security because they own 45% of LifeLock and 80% of the customers have ID theft issues which word caused by NetSpend incompetent customer service selling their personal information to proven terrorist groups and that's their business practices has made for a National Security incident
Regards,
[redacted]

Thursday, October 20, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her ACE Elite card.  On February 1, 2013, Ms. [redacted] activated her Netspend card. At this time, Ms. [redacted] chose the “pay-as-you-go” fee...

plan which includes a $1.00 fee for each signature, or “credit” swipe purchase, or a $2.00 fee for each purchase where your PIN is entered at the point of sale. There is also a flat monthly fee plan that costs $9.95 per month for unlimited PIN and signature purchases. This monthly fee plan is discounted to only $5.00 per month when a cardholder receives at least $500.00 in direct deposit funds within a single calendar month. Ms. [redacted] contacted us on September 13, 2016, concerned with the fees she has been charged for each transaction she has made during the history of her account. Ms. [redacted] requested to change her plan to our ACE Elite Fee Advantage plan of $5.00 a month. A member of our Corporate Response Team has attempted to reach Ms. [redacted], but unfortunately, we have been unable to speak with her. Once Ms. [redacted] contacts us, we will be glad to review the fees associated with her account.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] concerning the difficulty he is having with activating a Netspend card he purchased.  On October 8, 2016, Mr. [redacted] purchased an additional Netspend card for his grandson to purchase online games. Mr....

[redacted] thought by purchasing the new card, it would automatically be attached to one of his existing accounts; however it was opened as a separate account. Mr. [redacted] attempted to activate the new account on October 11, and provided his information.  Our Customer Information Program system could not automatically verify his identity. We requested Mr. [redacted] to provide copies of his identification documents in order to verify his identityA member of our Corporate Response Team reached out to Mr. [redacted] on October 13. Mr. [redacted] social security number was entered in our system incorrectly. We corrected his information and were able to approve the activation of the card. 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 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

Thursday, December 22, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not received.On October 20, 2016, Mr. [redacted] purchased a new NetSpend Card Account and attempted to activate it.  We were unable to...

verify his identity information so we requested documents to manually approve his Card Account.  The documents he provided were unacceptable to approve the Card Account so Mr. [redacted] requested a refund check for the remaining Card Account balance.  We mailed his check to the address on file on October 26.  On November 21, Mr. [redacted] notified us that he had not received the refund check.  We advised that a replacement check would not be available to send until November 23.  When Mr. [redacted] contacted us on December 8, to inquire about the check, it was escalated for reissue.  A stop payment was put on the old check and a new check was mailed to Mr. [redacted] on December 19.  In response to his communication, we spoke with Mr. [redacted] on December 22, and explained the check had not been returned to us or cashed.  We confirmed the address with Mr. [redacted] as being the same address where we sent both checks.  He should receive his new check within ten business days from December 19.  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 [redacted] to us.   In the banking industry, when funds are placed on hold or in a pending state, the account balance does not change because the funds have not yet been collected by the merchant. However,...

the available balance does change as a result of a pending hold.  This is the reason why, often times, the available balance is different than the account balance. In cases where the merchant releases the pending authorization, and the funds are not collected by the merchant, the account balance remains the same.  .    As you requested, we addressed this matter directly with Ms. [redacted] on August 16, 2017 by telephone.  We provided Ms. [redacted] with an email on August 16, and 24 explaining the authorization and release process.  We also provided Ms. [redacted] with a written explanation, detailing her specific account history and the merchant transaction. The letter was mailed to the address on file on August 21, and should be received within 5 business days.    Ms. [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she contact our Customer Service Department, we have left notes on Ms. [redacted] 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 Specialist Netspend a TSYS Company

To Whom
It May Concern:We received complaint # [redacted] filed with
your office by [redacted] with regards to
NetSpend not being able to stop a fraudulent charge while in a pending
state.  He’s requesting to have the option
to place a stop payment on pending transactions.  On November...

5, 2015, the
merchant Real Estate initiated a transaction of $97.00 to Mr. [redacted]’s account,
in which he’s the secondary cardholder.  The transaction was pending at the time Mr.
[redacted] contacted our customer service to request the pending transaction to be
released back into his account.  As a
result of the recent transaction being in a pending state, our customer service
was unable to file a disputes claim. However, Mr. [redacted] was advised to contact
us back if the merchant collects the funds for the pending transaction. 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 merchant collected the funds on the pending transaction on November
6th, but issued a credit to the account on November 7th.  We reached out to Mr.
[redacted] by telephone and email on November 11th.  Unfortunately we have not had the opportunity
to speak with him, but will assist with his concerns when he returns our call. NetSpend
regrets the inconvenience that Mr. [redacted] experienced with the transaction from
the merchant Real Estate.  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