Realcor Developments Ltd.

Monday, May 8, 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 May 1, 2017 by way of telephone. We also emailed him the resolution concerning his son’s Card Account on May 2,...

and May 8. 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 credit she received for her disputes claim. She’s requesting a full refund for the disputed transactions.  On December 21, 2015, our Disputes Department credited Ms. [redacted] for the full disputed amount, in addition to fees related to the unauthorized transactions. Her disputes claim consisted of an ATM withdrawal for $162.95, a balance inquiry fee for $0.50, and an ATM withdrawal fee for $2.50. The $4.95 fee that Ms. [redacted] is speaking of occurred from a request that she made to our customer service, to transfer funds to another NetSpend account on December 10th. As a courtesy, we refunded that fee on December 28th because she did not have an active card to be able to complete the transfer online.  We reached out to Ms. [redacted] on January 7, 2016 by telephone and email.  We will address her concerns when she returns our call.  NetSpend regrets any inconvenience Ms. [redacted] experienced. 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

Thursday, August 18, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning transactions on his NetSpend card. In response to this communication, a member of our Corporate Response Team spoke with Mr. [redacted] on August 18, and informed him about...

the transactions on his card. There are no transactions occurring on his account from [redacted] in the amounts mentioned. We sent Mr. [redacted] a copy of the account history for his review. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by ShaVonda El. Ms. ** states that her card was blocked due to suspected fraudulent activity. She disputed the transactions and is requesting to be reimbursed. Our Fraud Prevention Team regularly monitors account...

activity in order to provide a safe and secure product for all of our cardholders. On September 27, 2015, a systemic block was placed on Ms. [redacted] account after suspicious transactions occurred on her card. The next day, Ms. ** called to dispute the unauthorized charges. The compromised card remained blocked to prevent additional unauthorized card activity. We informed Ms. ** of the initial ten business day investigation timeframe that is compliant with Regulation E guidelines. If Ms. [redacted] disputes claim is ongoing, the provisional credit decision will be made on the tenth business day, October 12th. We understand how frustrating it can be to experience unauthorized charges. We appreciate Ms. [redacted] patience as we continue our investigation of her claim. We have provided Ms. ** 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] states that he has a fraudulent charge on his account. He wants the charge cleared and his money refunded. On May 20, 2015, [redacted] charged [redacted]’ card $127.00. One minute...

later they charged the card a second time for the same amount. The merchant collected on the second charge. We released the first charge back to [redacted]’ card balance on May 27th. NetSpend regrets the inconvenience that [redacted] experienced while waiting on his pending charge to be released. We have provided him 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 dispute claim.On September 15, 2016, Mr. [redacted] contacted us to report unauthorized transactions 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. On September 16, we concluded our investigation with no credit being issued to Mr. [redacted]’ account because based on a full review of Mr. [redacted] card and usage history, we did not find that an error occurred.  We have reason to believe that the transactions were authorized and that Mr. [redacted] benefited from the transactions.  A member of our Corporate Response Team spoke with Mr. [redacted] on September 16 and explained the results of the investigation.We apologize for the misinformation Mr. [redacted] received from our Customer Service Department concerning the timeframe for the investigation to be completed. We conduct our investigations based on the timeframe afforded under Regulation E. We have reported this incident to the management staff of the customer service agents he spoke with to ensure that this is addressed.We have provided Mr. [redacted] with our contact information should he have any other questions or need further assistance.  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 difficulties reaching our Customer Service using his expired card  information. He’s also requesting to be reimbursed for account maintenance fees.  Per the terms and conditions of...

Mr. [redacted] account; upon card activation, a $5.95 account maintenance fee is applied each month after 90 days of account inactivity. On March 1st, I spoke with Mr. [redacted] to address his concerns. We addressed the account maintenance fees with him, as well as ordered a replacement card to be expedited to his address at no cost.NetSpend regrets the inconvenience that Mr. [redacted] experienced with our product.  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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not quite satisfactory to me. I still do NOT trust them and would like the Revdex.com to keep an eye on this one, I'm afraid they will not handle the problem in a timely manner as they have already lied to me multiple times.
Regards,
[redacted]

To Whom It May Concerns: Thank you for forwarding Ms. [redacted] complaint to us. We reviewed Ms. [redacted] claim and determined that it was handled appropriately. We validated that Ms. [redacted] card is no longer active and cannot be used for additional unauthorized transactions.  We completed...

the investigation of Ms. [redacted] claim on June 30, 2017 and did not find that an error occurred.  We attempted to reach Ms. [redacted] by phone and email on July 19 and July but unfortunately, were unable to speak with Ms. [redacted]. We emailed her on July 19 providing insight on the dispute resolution. 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

Complaint: [redacted]
I am rejecting this response because:
The information being provided is incorrect.  Even if I did opt out of the $5 fee plan on 5/15/15, I was still charged the $5 fee on 5/20/15.  The representative acknowledged the error but was not willing to fix it.  I spoke with [redacted] and he didnt resolve it neither. Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the way things were handled was ridiculous and the people were very rude and not helpful in any way 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card order. On March 29, 2016, Ms. [redacted] reported her card as stolen. We immediately blocked the card to prevent any unauthorized use, but we were unable to order a replacement...

card at that time. We ordered a replacement card on June 7 to be sent to Ms. [redacted] address on file. Upon receiving her complaint, we spoke with Ms. [redacted] on June 8 to discuss her card order. We expedited the card order placed on June 7 and provided the timeframe to receive it by mail. We also refunded the fees Ms. [redacted] incurred while transferring her money to her other NetSpend account. We apologize that Ms. [redacted] was not contacted back by a supervisor. We have reported this incident to the management staff of the customer service agent 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

We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card Account.   On March 2, 2017, we received an authorization request from the merchant, Wayfair, on Ms. [redacted]’s Card Account. She contacted us on that same day, and reported the...

transaction was cancelled. We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into her available balance.    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.   A member of our Corporate Office spoke with Ms. [redacted] on March 22, 2017.  We were able to release the pending transaction back into Ms. [redacted]’s available balance.  As a courtesy, we expedited a new card to her address on file and waived the shipping cost.    We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures.   We have provided Ms. [redacted] with our contact information should she have any further questions or concerns.    Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

Friday, August 26, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his daughter’s NetSpend card.On December 26, 2015, the temporary card given to Mr. [redacted] daughter was purchased from a retail store. Mr....

[redacted] called to activate his daughter’s card on August 25, 2016.  Our Customer Service Department informed him that his daughter’s temporary card had expired and of the maintenance fees associated with her account.  On the outside of the card packaging, we inform all prospective customers about fees associated with the card and that the temporary card expires 120 days after purchase.   We also inform the consumer that the person activating the card must be at least 18 years old.  In response to this communication, a member of our Corporate Response Team spoke with Mr. [redacted] on August 26.  He provided information on three cards that were given as presents to his children.  As a courtesy, we provided reimbursement for the fees on all the cards Mr. [redacted] had in his possession.  He will receive the refund checks for the account balances within ten business days.  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 Team NetSpend A TSYS Company

Wednesday, April 04, 2018To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint 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. 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.In response to this communication, we permanently blocked the card offer on April 4, 2018. We have also removed Ms. [redacted] name and address from our mailing list and he/she should not receive any future offers from any Netspend managed programs.  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

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

Complaint: [redacted]
I am rejecting this response because:I would like to advise you of the status of my complaint. I just hung up the telephone with Mr. [redacted] from NetSpent. Since my niece attempted to activate the card I sent him for his Birthday - my name is not linked to the card. (Of course).Mr. [redacted] said I need to send him a copy of my drivers license, showing my address is the same as on the complaint I filed with you.  I would do that.  Mr. [redacted] also requested a copy of my Social Security card.  I WILL not provide that.  I advised Mr. [redacted] I just completed getting my information straightened out with the IRS.  Why would I provide that with all the fraud going on.  Mr. [redacted] states then there is nothing he can do for me.  I suggested he send me a check and I would send him the card, Mr. [redacted] stated I wouldn't have to send him the card, since he can deactivate the card from there.  SO, again WHY my SSN#? He claims due to the issues with the card: not registered under my name, my niece is under age (per Mr. [redacted]) I didn't provide him with any data on her.  He also claims her real name isn't [redacted].  Humm, how would he know her name and why does this matter. As I explained to Mr. [redacted], my brother took the card and attempted to purchase something.  When he couldn't he came home and asked one of the kids to activate it.  Therefore, my niece attempted and now my data does not match what she input.  I don't know what information she provided, as she is in another state.Regardless, I have a useless card and am out $53.95. Please see if you can prosway Mr. [redacted] to submit a check to either myself or to my neice, since she attempted to get this activated for her father (my brother).I am SO sorry I ever picked up this card!  From now on, I will really read the card prior to purchase, as I thought this was a prepaid card he could use from the amount of $50.00 I put on the card. Thanks for any assistance.[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check that has not been received. On April 18, 2016, Ms. [redacted] requested to close her Netspend account. On April 19, we mailed a check to her address on file for the remaining...

funds on her account. On May 27, Ms. [redacted] contacted us because she had not received her check. We confirmed the check had not been cashed and requested a replacement to be mailed.  Ms. [redacted] should receive this check within 10 business days from June 3.Upon receipt of her complaint, we reached out to Ms. [redacted] on June 10 to discuss the status of her refund check. On Jun 11, Ms. [redacted] confirmed that she received her check.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]’ complaint # [redacted] to us.   We reviewed Ms. [redacted] card account and her concerns about using her Netspend card for PayPal.com payments and transfers.   We attempted to reach Ms. [redacted] by phone and email on...

April 24, 28, and May 1, but unfortunately, were unable to speak with her. We emailed her a letter outlining the 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

Complaint: [redacted]l
I am rejecting this response because: I am unsatisfied with the results and outcome of this final answer. I feel that they did not do the best professional investigation. For if they did they would of known that each store merchant has imaging and footage of a person not myself entering in and purchasing merchandise that was not me. I already spoke with some of them and they called me back. As well that when I changed my address and found out about my card I called and cancelled it. So they had no reason or right to credit the card back.
Regards,
[redacted]