Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her card was blocked without a reason and she has no access to her direct deposit. She wants access to her paycheck. 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 card on July 3, 2015. We requested verification of an attempted charge on her card. She spoke with the Risk Team on July 6th and confirmed it was not her attempting the transaction. We left the card blocked as compromised. Ms. [redacted] received the replacement card and activated it on July 11th. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the fraudulent activity. We hope she appreciates the efforts we made to secure her funds. Ms. [redacted] 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 complaint # [redacted] filed with your office by [redacted] concerning a block on a card he purchased.  He’s requesting access to his 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 16, 2016, our Fraud Prevention Team blocked Mr. [redacted] account and requested he provide identity documents.  The documents sent were unacceptable for removal of the block.  Mr. [redacted] will receive a check for the remaining funds on his card balance within ten business days from February 19th.  I spoke with Mr. [redacted] on February 24th and explained I would review his case with the Fraud Prevention Team.  I called him the next day and informed him that clearer documents will be required for further review.  NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the account block.  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

Monday, February 13, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her Card Account. On February 6, 2017, Ms. [redacted] attempted to activate her new Card Account.  Our system recognized that she had a previous...

negative balance and we automatically blocked the Card Account until the issue could be resolved.  In response to her communication, a member of our Corporate Office spoke with Ms. [redacted] on February 7, and explained the blocks have been removed and her new Card Account is ready to be used.  We also informed her of the direct deposit activity before she activated her Card Account.  We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns. Thanks,[redacted] Corporate Customer Response TeamNetspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:
Because if netspend see that eBay is over charging there netspend customers they should let them know but I know they are not gonna do that cause all those extra fees are going to netspend eBay is not benefiting nothing for those extra charges.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On April 5, 2016, Ms. [redacted] used her card for a transaction with www.[redacted].com for $315.00. On April 15, the same merchant credited Ms. [redacted]’s account $282.50. Ms. [redacted] disputed the original charge of $315 on May 18. We immediately opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We concluded our investigation of Ms. [redacted]’s dispute claim on June 6 and no credit was issued because we did not find that an error occurred. The merchant provided documents to validate the transaction. A letter detailing the disputes claim investigation was mailed to Ms. [redacted]’s address on file. Upon receiving Ms. [redacted]’s complaint, we reached out to her on June 23, but unfortunately, we have not had the opportunity to speak with her. We sent an email explaining her disputes claim and included a copy of her transaction history. 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

Tuesday, October 10, 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 October 9, 2017 by way of telephone. We informed Ms. [redacted] by email on October 10, of 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 a block on his account that
was caused by a merchant refund. He’s requesting for his account to be unblocked.   Our Fraud Prevention Team regularly
monitors account activity in order...

to provide a safe and secure product for all
of our cardholders. On November 3, 2015, a systemic block was placed on Mr.
[redacted]’s account after Circle Internet Financial credited his card $2511.88. 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 Mr. [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. Our
Fraud Prevention Team reviewed Mr. [redacted]’s account on November 12th and notated that the physical letter of indemnity has been received.  A check is being mailed to the address
provided by Circle Internet Financial.  On November 17th, we spoke
with Mr. [redacted] to address his concerns.  He provided us with an update that his concerns have been resolved.  Mr. [redacted] is waiting for the check to be
received by the merchant.  NetSpend
regrets the inconvenience that Mr. [redacted] experienced as a result of the block on
his account.  He has been provided my
contact information should he 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 on complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On April 30, 2016, Ms. [redacted] disputed a posted transaction through our website, www.netspend.com. We immediately blocked the card to prevent any further unauthorized use. We opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E. On May 9, we provided an update on Ms. [redacted] claim. A provisional credit was not applied due to the dispute type and a deadline for resolution was set for June 24. We later applied a provisional credit for Ms. [redacted] dispute claim on May 25. We understand Ms. [redacted] frustration regarding her dispute claim and we appreciate her patience while we attempt to get her funds returned. 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

Tuesday, November 14, 2017To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. 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 in the envelope that we send with the card offer.  We attempted to reach Ms. [redacted] by phone and email on November 8 and November 14, but unfortunately, were unable to speak with Ms. [redacted]. We mailed her a letter on November 14, 2017, 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 AnalystNetspend, a TSYS Company

Friday, February 9, 2018To Whom It May Concern: Thank you for forwarding Mr. [redacted] 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 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 February 9, 2018.  We have also removed Mr. Edelen‘s name and address from our mailing list and he should not receive any future offers from any Netspend managed programs.We attempted to reach Mr. [redacted] by telephone on February 9, 2018, but were unable to speak with him. We emailed Mr. [redacted] the details outlining 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

Tuesday, June 21, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On April 4, 2016, Ms. [redacted] contacted us to dispute several unauthorized transactions that posted to her account. ...

We immediately blocked the card to prevent further unauthorized use. We opened dispute claim [redacted] and began our investigation. We issued Ms. [redacted] a provisional credit her dispute was under investigation.   On May 15, 2016, Ms. [redacted] contacted us to open dispute claim [redacted].  We immediately began our investigation and advised that a provisional credit was not available for the dispute claim type.   We concluded our investigation of claim [redacted] on May 19.  A letter was sent to Ms. [redacted] advising the provisional credit that was applied earlier will be permanent.  We later received documentation from the merchant validating one of the transactions and it was reversed from Ms. [redacted]’s account.    After a reinvestigation of claim [redacted], we confirmed that the transaction that was previously reversed was done in error.  We have reimbursed Ms. [redacted]’s account for the disputed transaction on June 24.   We contacted Ms. [redacted] on June 24 and advised that reimbursement was issued for the reversed transaction.  We also explained when claim [redacted] will be completed.   We provided Ms. [redacted] with our contact information should they have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend 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 experienced while waiting on a replacement card.  On January 28, 2016, Ms. [redacted] ordered a new NetSpend card after reporting her old card as lost.  She updated her address with the agent over the phone and we mailed the card to her on February 1st.  When she contacted us on February 5th, to inform us that she did not receive her card and could not access her direct deposit, our Customer Service explained that the normal timeframe of ten business days to receive a card order, has up until February 11th to be delivered.  We spoke with Ms. [redacted] on February 15th and addressed her concerns.  She gave us additional information on her address so it could be updated.  We expedited a card order to the updated address and she received it two days later.  We reached out to Ms. [redacted] again on March 2nd 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.  NetSpend regrets any inconvenience that Ms. [redacted] experienced with receiving the card to her address. She has been given 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 additional comments regarding complaint # [redacted], related to her previously filed complaint # [redacted] filed with your office by [redacted] concerning her refund check she hasn’t received.   We appreciate Ms. [redacted] additional comments. ...

We have mailed Ms. [redacted] a new check via UPS with tracking information which shows delivered on November 23, at 6:14pm (EST). We contacted Ms. [redacted] on November 25, to confirm the location the package was delivered to and is awaiting pick up.  Ms. [redacted] confirmed she picked up the refund check.   We apologize for any inconvenience or concerns this issue may have caused Ms. [redacted]. 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: it sure is easy to buy the card and most people wouldn't know the difference between gift card and debit card. It does not state that you give your SS numbers on the outside packaging only on the inside of the packaging and it's on very small print. When you open and read information inside the package it states NetSpend has the right to use your information even when you opt out. I want to know my information will not be used and for my name to be spelled right it's [redacted] not [redacted]. It also states that my case will close in 6 business days when NetSpend has 10 days to send check. After dealing with this company I want the check in hand and I have no faith in them, or their word. My name is spelled twice as [redacted] but on third attempt it's spelled right as [redacted].Thankyou[redacted]
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her account. On April 12, 2016, Ms. [redacted] disputed a merchant transaction that posted to her account. We promptly opened a dispute claim and began our investigation. We also...

informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. On April 14, our Risk Management Team closed Ms. [redacted]’ account due to risk factors that were identified during our investigation. As a result, Ms. [redacted] is no longer eligible for products managed by NetSpend. We concluded our investigation of Ms. [redacted]’ dispute claim on May 27 and issued full reimbursement for the disputed transaction. A check for the remaining account funds was mailed to Ms. [redacted]’ address on June 7. In response to Ms. [redacted]’ communication, we spoke with her on June 28 and discussed the closure of her account. She confirmed that she did receive the check in the mail. 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:   Thank you for forwarding Ms. [redacted]’s additional comments to us.   As you requested, we addressed this matter directly with Ms. [redacted] on November 3, 2017 by way of telephone, e-mail, or letter.  We mailed her a letter on November 3, 2017 outlining our actions to resolve her complaint. It should be received within the next five business days.   Ms. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Ms. [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]. [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 check for his closed card account. On November 1, 2016, our Risk Management Team closed Mr. [redacted]’ Card Account due to risk factors that were identified with his Card Account activity....

These risk factors are not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend. As part of the account closure process, all cards are blocked for the protection of account funds. The ongoing dispute claim on Mr. [redacted]’ card account received a provisional credit on November 14. The remaining card account balance was mailed to Mr. [redacted]’ address on file November 16. The claim finalized on December 14, and we sent the dispute claim closure letter to the address on file. The remaining card account funds at the dispute closure were mailed to Mr. [redacted] in a second check. On December 28, 2016, Mr. [redacted] informed us that he did not receive the check and that it went to his old address. His address was updated and we researched the sent checks to see if they had been cashed. The second check for $30 had been cashed and will not be reissued. The first check for $453.16 was cancelled because it had not been cashed. A member of our Corporate Response Team reached out to Mr. [redacted] on January 18, but we have not had the opportunity to speak with him. We emailed him that the check will be sent to him by UPS. Once we have the tracking information it will be conveyed to him. 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. Mr. [redacted] has been provided 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:I also have to pay late fees in the amount of 175.00 and I don't think it fair that I have to pay for my own inconvenience this is n
Regards,
[redacted]

Wednesday, July 26, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on July 26, 2017 by way of telephone. We emailed Ms. [redacted] the details of the actions to resolve her complaint...

that same day. 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 closure of her account. During routine monitoring, we placed a temporary block on Ms. [redacted]’s account, on May 3, 2016, because we detected suspicious activity on her account. Ms. [redacted]...

contacted us on May 14 to verify her information and the temporary block was removed. Later that day, our Risk Management Team blocked the account again and requested the receipts for her recent cash loads to the account. Ms. [redacted] provided the documents on May 15 and they were sent to our Risk Management Team for review.Our Risk Management Team closed Ms. [redacted]’s account on May 16, because they identified risk factors associated with her activity. These risk factors are not shared publicly for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.Upon receipt of her complaint, we spoke with Ms. [redacted] on May 19 to discuss her account closure. We advised that a check for the remaining account balance should be received within 10 business days.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.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