Realcor Developments Ltd.

To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on August 16, 2017 by way of telephone.  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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] states that she has not received the refund check that was mailed to her in April. She wants her address updated so she will receive her check. On August 19, 2015, we spoke with...

Ms. Piland concerning her refund check. We verified her security and update her name and address on file. We’ve issued a void request on the check that was initially sent to [redacted], and once the request is honored, we will reissue a check to the correct address. We will alert [redacted] when the new check is sent. NetSpend regrets the inconvenience Ms. Piland experienced concerning her refund check. 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:   Thank you for forwarding Ms. [redacted] 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 Ms. [redacted] dispute claim and determined that her claim is being handled correctly.  Ms. [redacted] will receive an update by the end of the business day, June 23, 2017. As you requested, we addressed this matter directly with Ms. [redacted] on May 25, 2017 by way of telephone and email.  We provided her with further insight on the dispute process. We also sent an email that outlined 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]. Ms. [redacted] states that when she called to receive the results on her stolen card disputes after ten days, she was told the update is 20 days because the account is new. She wants her money...

returned for the disputed items. On June 22, 2015, Ms. [redacted] reported her card as stolen and she disputed seven transactions on her account as fraudulent. We apologize if she was misinformed initially about the update timeframe. On a new account, one that has a disputes claim within 30 days of the first deposit to the account, the update timeframe is 20 business days. Her disputes claim will receive an update by July 20th. At that time the provisional credit decision will be made. NetSpend understands the disputes process is lengthy. We appreciate Ms. [redacted]’s patience as we attempt to retrieve her funds. We have provided Ms. [redacted] 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 NetSpend Prepaid MasterCard offer 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.   In response to this communication, we permanently blocked the card offer on September 26, 2016. Additionally, we have submitted a request to our Marketing Department to provide information concerning how his name and address were obtained. Once this information has been received, it will be conveyed to Mr. [redacted].     We have also removed Mr. [redacted]’s name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs.    Mr. [redacted] has been provided 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] concerning her dispute claims. On June 20, 2016, Ms. [redacted] contacted us to report an unauthorized transfer of funds from both of her account.  We immediately opened dispute claims [redacted]...

and [redacted] and began our investigation.  A block was also placed on Ms. [redacted]’s accounts to prevent any additional unauthorized activity. On July 7, we concluded our investigation with no credit being issued to Ms. [redacted] account because we did not find an error occurred.  Our Risk Management confirmed that Ms. [redacted]’s security information was verified before the transfer was completed. A member of our Corporate Response Team spoke to Ms. [redacted] on July 11 to discuss her dispute claims. Ms. [redacted] advised  that she has a police report to support that she did not authorize the funds transfers. We will re-review Ms. [redacted]’s claims once this information is received.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 inconvenience he experienced with accessing the funds on his NetSpend card.  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.  Mr. [redacted] purchased his NetSpend card on January 29, 2016. On March 16th, Mr. [redacted] contacted our customer service to report unauthorized activity on his card and have it blocked. Additional information was also needed to fully approve his account and our customer service requested for him to send in identity documents. On March 28th and 30th, I reached out to Mr. [redacted] to address his concerns and request that he send me the documents needed to approve his account. On March 31st, Mr. [redacted] responded via email and included the documents we requested, which we were able to approve. A card with his name on it was mailed to his address on file on March 30th. On April 1st, I spoke with Mr. [redacted] and he confirmed he had no further concerns.NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting to receive another card.  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

hursday, September 14, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted]’ complaint [redacted] 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 on the card packaging which is visible before purchase.  We attempted to reach Mr. [redacted] on September 11, 12, and 14, 2017 by telephone and by email, but unfortunately, we were unable to speak with him.  The email we sent outlined our actions to resolve his complaint.  Mr. [redacted]’ case has been assigned to Corporate Response Team Analyst, [redacted].   Should Mr. [redacted] contact our Customer Service Department, we have left notes on his fiancés’ account for him to be connected with [redacted] to further assist him 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

Complaint: [redacted]
I am rejecting this response because: I gave vary clear instructions to netspend so I can recieve my money with no issues.I told them not to send me another card because I work so im not home all the time mail arrives to my house.I had opened a new account with netspend and had recieved a card for a new account.I was gonna have my credit put to my account and was gonna transfer the credit to my new account and after close this account down and use my new account.so that way I recieve my money without it getting tookin again.so netspend agreed to it and said they were not gonna send another card and the will call me wen I recieve the credits to transfer to my new account.well they didnt.they still sent another card and I didnt recieve it.it got activated.they credited my account like they were supposed to,but they never called me to inform me of my credits being posted.I recieved a letter in the mail on april 10,2015 telling me my account was credited on march 31,2015.thats 10 days later I get told about my credit.netspend was supposed to call me.by the time I recieved my letter and checked my account,my money was tookin again.im wondering how,well I was never told by netspend that another card was sent and it got activated to the account.and that my money was tookin the same day it was posted to my account.I had to call and find all this out myself.so I never recieved my money,and when I talked to the despute rep that handled this case,he told me that its not his problem and that I should keep track of my stuff.well I do keep track of my stuff thank you vary much. I should have to watch my own stuff at my own house 24/7,nore should I feel uncompfortable leaving my stuff in my dresser.it should be safe when I put it away like im supposed to and like I always do.well I learned my lesson which is why I had my cusin arrested and hes still currently incarcerated. But that still doesnt solve the fact I never recieved my money.the despute rep from netspend just flat out told me"we are not gonna replace the money again so I can just forget about it,that its not his problem" thats vary unprofessional and not the way you treat a customer.I just want my money thats all
Regards,
[redacted]

Friday, November 06, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her blocked card and the fee for a replacement.  She requests the fee to be returned since a new card was not required.  On October, 29th, Ms. [redacted]...

opened a dispute claim from our website.  Due to the transaction being reported as unauthorized, her card was blocked.  Ms. [redacted] spoke to our customer service that day and requested a new card to be expedited for a fee of $25.00.  Ms. [redacted] called again later that day and explained that the transaction was authorized, but overcharged.  The card she used was unblocked, but the fee was not returned. On November, 6th, we reached out to Ms. [redacted] regarding the card fee.   Due to the problems she has experienced, the replacement card fee has been returned.  NetSpend regrets the inconvenience that Ms. [redacted] has endured with our customer service and card.  We will continue to educate our staff to be more careful, attentive, and service oriented when handling our customer‘s concernsThank 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 2013 tax refund
that she’s been expecting.  She’s
requesting access to her funds.  A research of our system does not show
an income tax refund in Ms. [redacted]’s name from 2013...

or later.  On October 19, 2015, we reached out to Ms.
[redacted] by telephone and email, but have not had the opportunity to speak with
her. When she returns our phone call, we can certainly further research this
matter for her.        NetSpend
regrets any inconvenience that Ms. [redacted] experienced concerning her 2013 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the monthly maintenance fees that were charged on her account. She’s requesting these fees to be refunded back to her card. NetSpend notifies the consumer of fee information on the outside of...

our card packaging, along with the disclosure that our product is not a gift card. Ms. [redacted]s card was purchased on February 14th, 2015, and after 90 days of inactivity, the account maintenance fee of $5.95 was deducted from the available balance. We reached out to Ms. [redacted] by telephone and email on October 9th. We have yet to speak with her, but look forward to assisting with her concerns. The full balance has been restored and a new card has been ordered on October 6th. She will receive her new card by mail within 7 – 10 business days. Ms. [redacted] can also view useful information about the card at www.netspend.com. We regret the inconvenience that Ms. [redacted] experienced with 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

Tuesday, September 27, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On September 6, 2016, Ms. [redacted] contacted us to report unauthorized transactions 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 September 20, we determined Ms. [redacted] was not eligible to receive a provisional credit, however, we are continuing with our investigation of her claim.A member of our Corporate Response Team spoke with Ms. [redacted] on September 21 to explain the disputes process. Ms. [redacted] dispute investigation will be finalized on October 21.  The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation. We apologize for the hold times and misinformation Ms. [redacted] received from our Customer Service Department regarding her dispute claim. 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 other questions or need any 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]. Ms. [redacted] states that NetSpend allowed her check to post to the account after receiving confirmation that it would not post. She wants her check returned to Social Security. On May...

19, 2015, Ms. [redacted] called to update her online password, phone number and email address. New and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations. Ms. [redacted]’s account triggered a block after our Risk Management Department determined potential risk to her account. We requested identification documents to approve the account changes. There are no notations of an earlier call to stop the direct deposit. When the deposit arrived on May 26th, the documents to unblock the account were not received. On June 9th, our Risk Department pended the funds to be returned to the Social Security Administration / US Treasury. We will notify Ms. [redacted] when we have verification that the funds are received by Government Agency. We regret the inconvenience that Ms. [redacted]- [redacted] experienced with the returned funds. If she has any further questions, she is welcome to contact us toll free at [redacted] 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’s receiving text messages from NetSpend, but is not a cardholder. She desires the messages to stop immediately. On August 28, 2015, we spoke with Ms. [redacted] concerning the text...

messages that she’s receiving. We removed her number from our system and apologized for the inconvenience that she’s experienced as a result of the text messages. 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 had to provide copies of her Social Security card and driver’s license to verify her identity while activating the NetSpend card. She wants a full refund for the money she...

placed on the 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, we will ask for their name, physical residential 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. If the information provided cannot be verified by, we will request documents to manually verify the account information. The NetSpend card package informs the buyer that we require the above information. It also states the person activating the card must be at least 18 years of age, and the use of the card will be limited prior to identity verification. On July 20, 2015, Ms. [redacted] requested the account to be closed. A check was mailed by US Postal Service on July 23rd in the amount of $94.05. NetSpend regrets the inconvenience that Ms. [redacted] experienced while trying to activate her card. 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] concerning the closure of his account.Our Risk Management Team regularly monitors cardholder accounts in order to provide a safe and secure product for all of our cardholders. Our Risk Management Team...

identified risk factors that led to the closing of Mr. [redacted]’s account on January 5, 2016. The factors that lead to the account closure are kept internal for security reasons. He is no longer eligible for NetSpend services. This means that Mr. [redacted] will be prevented from opening any other account through programs that are managed by NetSpend.On January 12, we attempted to reach Mr. [redacted] by telephone and email to further address his concerns, but have been unable to speak with him.NetSpend regrets the inconvenience that Mr. [redacted] experienced. We have provided him with our contact information should he have any additional questions or concerns.Thank you,C[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, November 28, 2017 To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Mr. [redacted] on November 27, 2017 by way of telephone. We informed Mr. [redacted] by email of our actions to resolve his complaint...

on the 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 her disputes claim.On April 29, 2016, Ms. [redacted] contacted us to dispute several unauthorized transactions that posted to her account.  A dispute claim was opened and we...

promptly began our investigation. We also blocked her card to prevent further unauthorized activity. We concluded our investigation of her claim on May 11, with no credit being issued to her account because we did not receive her letter of dispute. Upon receipt of her complaint, we reached out to Ms. [redacted] to discuss her claim. She provided her letter of dispute and other helpful information to assist with her claim.  On May 20, we credited her account for the transactions in question.We understand how frustrating it can be to experience unauthorized transactions on your account. NetSpend is very committed to providing a safe and secure product.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

Complaint: [redacted]
I am rejecting this response because: I have sent in all required documents that NetSpend/PayPal has asked for to prove that this refund is not fraudulent activity. I and the merchant both have done what was asked and I'm still not getting my funds. The account is now closed. Brian stated the account was re-opened with a hold on the $2000. However, I was told the account can not be reopened once it is closed. It's something different every day with this company. I just want my funds to be released to me. Even if the original purchase did nother occur from my PayPal account, I still did what was asked. Prove that the original purchase made. Still 10-11 days later my funds are still held up. Even the funds that are not associated with the $2000.00. 
Regards,
[redacted]