Realcor Developments Ltd.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not received. On April 1, 2016, [redacted] attempted to activate his card. Due to a previous account [redacted] had with us, we were unable to activate his card. [redacted]’s...

previous account was closed by our Risk Management Team and he is no longer eligible for products managed by NetSpend. A refund check for the remaining balance on [redacted]’s account was mailed on April 7 to the address he provided. Upon receiving [redacted]’s complaint, we spoke with him on May 11, and updated his address to include his apartment number. The initial refund check was canceled and a replacement check was issued. [redacted] will receive this check within ten business days. We have provided [redacted] 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 his 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 July 1, 2016, Mr. [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified. We requested him to provide copies of his identification documents to verify his identity. In lieu of providing documents, Mr. [redacted] requested to close his account that same day. We are sending him a refund check for the account balance that he will receive within ten business days. In response to his communication, we spoke with Mr. [redacted] on July 5 to discuss his account. We explained the activation requirements and provided the refund check timeframe. 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]. Ms. [redacted] states that she tried numerous times to report an unauthorized charge on her card, but could not reach customer service. She wants an explanation for her concern. On August 4, 2015, we...

attempted to contact Ms. [redacted] by telephone and email. Upon reviewing her account, I confirmed that Ms. [redacted] was able to start a disputes claim for the duplicate charge on July 26th and our disputes department provided a provisional credit to her card the same day. Ms. [redacted]’s disputes claim will be updated within ten business days, August 7th. We apologize for the difficult time Ms. [redacted] had in reaching our customer service. The call volume issue has since been resolved. We offer our cardholders the ability to dispute a transaction through the online account center at www.AceEliteCard.com. This option is available 24 hours a day. NetSpend regrets the inconvenience that Ms. [redacted] experienced with contacting customer service. 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

Wednesday, July 20, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her daughter’s 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 the inside flap of the card package and is visible to consumers prior to purchase. The card package also states that this is not a gift card, the person activating the card must be at least 18 years of age, the use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing.In response to her communication, we spoke with Ms. [redacted] on July 21, and gathered the information for the card her daughter purchased.  Per her request, we are mailing a refund check for the account balance that will be received within ten 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she sent in documents to validate her identity in efforts to activate her NetSpend card. She’s requesting to activate her NetSpend card. 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, 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 September 24, 2015, we reached out to Ms. [redacted] by telephone and email. We have yet to speak with her concerning the documents that she’s sent NetSpend to verify her identity. We have approved some of the documents received by Ms. [redacted], but we still need the document that validates her physical address. We have emailed Ms. [redacted] a list of acceptable documents that she can send us to validate her address. Until we receive the appropriate documents, our Risk Department has blocked Ms. [redacted]’ account after receiving multiple documents that are not accepted to approve her account. Once she calls us back, we will assist her. NetSpend regrets the inconvenience that Ms. [redacted] has experienced while attempting to activate 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

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 have not received the checks yet but am okay with the resolution.
Regards,
[redacted]

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.
The issue concerning my funds has been resolved, and the level of customer service that I received from the current response team has been wonderful. 
Regards,
[redacted]

Friday, March 24, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning NetSpend Prepaid Debit Cards ordered on her account for another person.  Our records indicate a secondary cardholder was added to Ms. [redacted]’s Card Account...

on July 21, 2010.  The card ending with [redacted] was ordered that day, but never shipped because the order was cancelled.  The secondary cardholder was never removed from the Card Account so new cards were ordered automatically because the original cards were about to expire.  Ms. [redacted] restricted the secondary cardholder on March 23, 2017, so no future cards will be sent in that name on her Card Account.  All cards in the secondary cardholder’s name have been blocked and were never activated. A member from our Corporate Office reached out to Ms. [redacted] on March 24, but unfortunately, we have not had the opportunity to speak with her.  We sent her an email to explain the restriction of the secondary cardholder.    We have provided Ms. [redacted] with our direct contact information should she have any additional questions concerning this matter.  Thank you,[redacted]Customer Experience Specialist Netspend, a TSYS Company

Wednesday, July 12, 2017  To Whom It May Concern:  Thank you for forwarding Ms. [redacted] complaint # [redacted] to us.  We attempted to reach Ms. [redacted] by phone on July 11, and 12, 2017, but unfortunately, were unable to speak with her. We emailed Ms. [redacted] details...

outlining the reasons she is no longer eligible for Netspend services on July 12.  If not already done, we strongly encourage Ms. [redacted] to file an identity theft report online with the Federal Trade Commission (FTC) at https://www.identitytheft.gov/. The FTC can provide suggestions on how to protect her personal identification information going forward and how to alert other agencies, such as credit bureaus, that your identity information was compromised.  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]. Mr. [redacted] states that a charge occurred on his card, and is still pending after 21 days. He’s requesting for the pending funds to be released back into his card balance. On September 1, 2015, the...

merchant Yaesu, attempted to charge Mr. [redacted]’s card for $540.00. Mr. [redacted] made a second payment to [redacted] for $47.00 on September 10th. He called our customer service later that day to inform us that the merchant cancelled the pending transaction on September 1st, and requested to get the $500.00 released back to his card balance. Our customer service requested for Mr. [redacted] to send us documents to validate that the transaction was cancelled. However, when Mr. [redacted]’s account was reviewed by our Customer Response Manager on September 24th, we manually released the funds back to his account. We’ve also received the documents that Mr. [redacted] sent us. NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the pending transaction. 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

Tuesday, November 14, 2017To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. 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. The product comes with a variety of fee plans in order to meet the diverse needs of our consumers.We attempted to reach Ms. [redacted] by phone and email on November 8 and November 10, but unfortunately, were unable to speak with Ms. [redacted]. We emailed her on November 8 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 Analyst

Complaint: [redacted]
I am rejecting this response because: the dates of these deposits never changed. I have had to go 34 days in between the pay days. The government never pays anyone late like. I have occurred several late fees from different companies due to the revolving way I'm getting paid. This needs to be handled and I would like a member of the corporate office to contact me and not someone from asia. This issues has to get resovled. The federal government is not going to pay someone on the 24 one month and then the 27th the month. This is a sever mis handling of my funds. I can pull statements to show all their history of putting my money in my account. They have been paying a week early all the time then all of sudden it changes from 24 or 25 every month to the 26 and 27. I should not have to go any longer than 30 days in between my pay peroids. I need a member of there c I to pate to set up a time to contact me.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the transaction fees that are associated with her ACE Elite Prepaid Debit card. She’s requesting to be reimbursed for fees, and to have employees at the retail locations have adequate...

knowledge of the product. On December 21, 2015, we spoke with Ms. [redacted] explaining the fees that are associated with her card as well as our monthly Fee Advantage Plan (FAP). Ms. [redacted] qualified for the ACE Elite upgrade on her NetSpend card when the direct deposit over $500.00 posted to her account on December 10th. The ACE Elite upgrade allows our customers to opt into our Fee Advantage Plan (FAP) for $5 per month versus the standard monthly fee of $9.95. This plan allows unlimited signature and PIN card transactions. Ms. [redacted] opted into the Elite FAP on December 12th. NetSpend regrets the inconvenience that Ms. [redacted] experienced with our ACE Elite card product. We’ve had the opportunity to speak with her to address her concerns about our product. She has 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 her NetSpend card that
she never received, where her income tax refund was deposited.  She’s requesting a card with her tax refund
on it.  On October 27, 2015, we reached out
to...

Ms. [redacted] by telephone and email, but have not had the opportunity to speak
with her.  We attempted to locate an
account based off of the information provided in the Revdex.com letter, but were unable
to locate the account that she’s speaking of.  Ms. [redacted] can contact IRS.Gov and search ‘where is my return’ to obtain
the details on where her income tax refund was posted.  NetSpend regrets the inconvenience that Ms.
[redacted] experienced concerning the location of her income tax refund. 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

Friday, July 7, 2017 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 July 3, 2017 by way of telephone. We emailed Mr. [redacted] the details of the actions to resolve his complaint...

on 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 inconvenience he experienced when his card was blocked for an unusual transaction.  Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure...

product for all of our cardholders. On April 2, 2016, our Fraud Prevention Team blocked Mr. [redacted] account and asked for him to verify a transaction on his card.  When he called the next day to verify the charge on his card, our Customer Service did not expedite a replacement card to his address because he was not home to receive it. The card remained blocked for the protection of his funds.  I began reaching out to Mr. [redacted] on April 4th regarding his blocked card. We expedited a new card to his address on file at no cost. I spoke with Mr. [redacted] on April 11th and he confirmed he received the expedited card.We regret any inconvenience that Mr. [redacted] experienced as a result of the block on his card. He has 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:   Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on May 4, 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 Analyst Netspend, a TSYS Company

Thursday, August 24, 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 August 22, 2017 by way of telephone. We emailed Ms. [redacted] with the details of actions taken on her...

son’s account to resolve her concerns on August 24. 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, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her account. On February 22, 2016, Ms. [redacted] contacted us regarding an address change made on her account.  She advised that she never requested the...

change, and that her brother may have updated it.  We immediately blocked Ms. [redacted]’s account and notified our Risk Management Team.  On February 26, we submitted Ms. [redacted]’s tax refund information to the IRS for review.  Our Risk Management Team also closed Ms. [redacted]’s account because they identified risk factors associated with her activity/information. These risk factors are not shared with consumers for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.On March 24, the IRS completed their review of Ms. [redacted]’s tax refund and requested the funds to be returned to them.  We electronically returned Ms. [redacted]’s tax refund back to the IRS and received IRS Lead number [redacted] to reference the review of her funds.A member of our Corporate Response Team reached out to Ms. [redacted] on July 18 to address her concerns regarding the account closure. We advised that her funds are no longer with NetSpend and provided the IRS Lead number. 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 direct deposit he is expecting.On March 28th, Netspend received Mr. [redacted] deposit at 2:53pm and posted it at 2:56pm. On March 28th, I spoke with Mr. [redacted] to address his concerns as he...

stated he expected his deposit to post a little after midnight. I assured Mr. [redacted] that Netspend posts his deposit when we receive it. Netspend regrets any inconvenience that Mr. [redacted] experienced while waiting on his direct deposit.  He has been given our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company