Realcor Developments Ltd.

Thursday, September 1, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his account upgrade. On June 3, 2016, Mr. [redacted] contacted our Customer Service to inquire about an upgrade to his card purchased at Speedway. The promotion did...

not appear on his account so our Customer Service informed him that he was not eligible. The Speedy Select upgrade is a premier program offered to Speedway cardholders that have received direct deposits totaling $500 in a calendar month. Mr. [redacted]’s account met the criteria for eligibility. A member of our Corporate Response Team spoke with Mr. [redacted] on September 1, and explained that our records indicate he has met the eligibility requirements. As a courtesy, we refunded the discount amount he would have received if his account was upgraded. We also informed him that our IT Group will investigate the reason for the system not showing the upgrade option on his account. We will inform him directly once the upgrade option has been resolved. 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 complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not received. Mr. [redacted] Netspend account was closed on April 3, 2016. We sent his remaining funds back to the US Treasury and received confirmation of delivery on...

April 20. Upon receipt of his complaint, we attempted to contact Mr. [redacted] on May 6 to provide him with the confirmation of delivery, but have not been able to speak with him.  We apologize for the misinformation that Mr. [redacted] received from 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a fee for his replacement card.    On August 16, 2016, Mr. [redacted] ordered a replacement card through his online account and was charged a $9.95 fee.  Mr. [redacted] contacted us on...

August 17, and we explained why there was a cost for his replacement card.A member of our Corporate Response Team attempted to reach out to Mr. [redacted] on August 17, but we did not have the opportunity to speak with him.  The fee for Mr. [redacted] replacement card was refunded back to his available balance. 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 complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her dispute claim.  NetSpend’s disputes process is in accordance with Federal Reserve’s Regulation E guidelines. Per these guidelines, the...

disputes claim timeframe for an initial claim review on new accounts (and provisional credit eligibility), can take up to 20 business days. An account is considered new when a disputes claim is initiated within 30 days from the first cash or deposit load occurs on an account. We sincerely apologize if this information wasn’t provided to Ms. [redacted]. On February 14, 2016, Ms. [redacted]’s card was charged $289.27 by Rogers Acceptance Corporation. She called our Customer Service two days later to report that the transaction was not done by her.  We disputed the charge and because this is a new account, her update would be provided in 20 business days, March 15th.  Our Disputes Department issued a temporary credit to her account for the disputed charge on the twentieth business day, while the investigation continues.  The claim will finalize on April 18th, and if it is successfully won, no further action will be required since Ms. [redacted] has received the funds. We spoke with Ms. [redacted] on March 16th and addressed her concerns.  We apologize for any inconvenience that she experienced while disputing the merchant charge. 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

Complaint: [redacted]
I am lol rejecting this response because :they still not providing the correct information
Regards,
[redacted]

Friday, May 26, 2017 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 May 22, 2017 by way of telephone. Later that day the block was removed from her Card Account. We emailed...

her the details of the actions taken on her account on May 26. 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the closure of his account. On April 25, 2016, Mr. [redacted] contacted us to report several unauthorized transactions that posted on his account. We promptly blocked his card and ordered him a replacement. 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 9 and no credits were issued to Mr. [redacted]’s account because we were unable to identify that an error occurred. Additionally, our Risk Management Team closed Mr. [redacted]’s account due to risk factors that were identified. These risk factors are not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend.Upon receiving Mr. [redacted]’s complaint, we spoke with him on May 25 about to discuss his disputes claim. We are resending the documentation used in our investigation to Mr. [redacted]. A refund check for his remaining funds was mailed on May 24 and should be received within 10 business days. 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

Friday, February 02, 2018To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the...

transaction will not be collected. We request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.As you requested, we addressed this matter directly with Ms. [redacted] by way of e-mail on January 26, 2018. We provided her with further insight on the collection process. Thank you for bringing this matter to our attention.Thank you, [redacted]Customer Experience AnalystNetspend, a TSYS Company

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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her Netspend card.  She’s requesting reimbursement of the fees she was assessed.The NetSpend packaging that the card comes with has important information that notifies...

the consumer of basic fees that are associated with the card. This information is also available on our website.On February 22, 2016, I spoke with Ms. [redacted] to address her concerns regarding the fees associated with using our Netspend cards. Ms. [redacted] began using our Pay As You Go plan on April 1, 2015, and later switched to our monthly fee plan on May 4th. Ms. [redacted] disconnected our conversation before being able to assist her.NetSpend regrets the inconvenience Ms. [redacted] experienced with the fees she is charged. 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:45 days passed on the 2nd of February. I find it absolutely disgusting that your company is doing so little to satisfy you customer and you all are in the wrong. Iplan to make it my business to advise everyone I know NEVER to use this company. This is thee worst customer service I've ever encountered in my life. Just give me my money back so I can be through with you.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his NetSpend card. On April 11, 2016, we spoke with Mr. [redacted] concerning the account maintenance fees assessed on his account.  The maintenance fee is charged...

after 90 days of inactivity on an account.  This fee is described in the card packaging prior to activation. We also provide this information on our website and terms and conditions. As a courtesy, we refunded the maintenance fees to the card balance.  Mr. [redacted] has been provided 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 account was blocked without her knowledge, preventing the card from being used. She wants access to her funds. Our Risk Management Team regularly monitors our customer’s...

accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to blocking Ms. [redacted]’s account on June 27, 2015. We requested verification of an attempted charge on her card. The transaction was verified on June 29th and the block was removed. NetSpend regrets any inconvenience Ms. [redacted] experienced with transactions on her card. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transaction on his account. On August 8, 2016, we received an authorization request from [redacted] to hold $240.00. On August 13, Mr. [redacted] began contacting us through his...

online account center requesting to have the pending transaction released. We requested Mr. [redacted] to provide us with documentation from the merchant that would confirm the cancellation of the transaction in order to release the funds.If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we require written confirmation confirming that the transaction will not be collected from the merchant. We request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.Our Corporate Response Team spoke with Mr. [redacted] on August 19 to discuss the transaction.  We were able to speak with the merchant and they confirmed the transaction attempt had been declined.  The merchant also provided us with documentation to confirm the declined transaction. We released the pending transaction back into Mr. [redacted] available balance and advised this is not a stop payment or cancellation of the original authorization.We have provided Mr. [redacted] with our contact information should he have any other additional questions or concerns.   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. Thank you.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions her card could not be activated unless she provided identity documents. She’s requesting her money back and the fees she was charged to be returned. 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. NetSpend is compliant with the laws concerning the prepaid debit card. We notify the consumer of this information on the outside of our card packaging. On October 13, 2015, we reached out to Ms. [redacted] by telephone and email. We have yet to speak with her concerning the card, but we will assist her when she returns our call. Ms. [redacted] purchased the card on October 8th, and the information she provided did not verify in our customer identification program. We requested documents so we could manually approve the account and activate the card for full use. She elected to have the card converted to limited-use that same day, where she could go into a retail store and make a purchase. The card cannot be reloaded and once the funds are used, the card can be destroyed. NetSpend regrets the inconvenience that Ms. [redacted] experienced while activating her card. 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: I still haven't received a response after the information was sent back over to the dispute team. I sent over information to verify my stay in the hospital but I haven't received anymore updates or a check from my balance. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her card was not delivered the next day as promised for a $25 fee. She wants her money returned immediately. On July 7, 2015, Ms. [redacted] blocked her card as stolen through...

the website. She called to get a card rushed to her at a cost of $25. The card was ordered with a regular 7 – 10 business day delivery. Ms. [redacted] received the card in 7 days. No expedite fee was charged for the card order. NetSpend regrets the inconvenience Ms. [redacted] experienced while waiting on her card to be delivered. We have provided her 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].  Ms. [redacted] states that she received credits from Google, but her account was blocked afterwards.  She wants to access the full refund on her card.  Our Risk Management...

Department regularly monitors our cardholder's accounts in efforts to prevent compromising activity, or unacceptable account usage. Risk factors were identified that led to the blocking of Ms. [redacted]’s account on June 30, 2015.  We lifted the block the next day after review of the account transactions.  NetSpend will post the credits from Google as soon as they are received.  However, when a credit posts to the account, our system will look for a corresponding debit of the initial transaction.  If the corresponding debit of a credit transaction cannot be located in the transaction history, a block may be placed on the account for further review of the transaction.  We conveyed this information to Ms. [redacted] in an email.    NetSpend regrets the inconvenience that Ms. [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

Tuesday, March 20, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on March 14, 2018 by way of telephone. We e-mailed Mr. [redacted] the details 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