Realcor Developments Ltd.

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: I did what I was advised to do and that try and resolve the matter with the merchant. Which this is why time had passed. Again I feel because I tried to do my due diligence and resolve directly with merchant I am being penalized not to mention that the matter is in regards to food illness. The concern with Netspend is the fact that when I originally called on the matter I was advised I could dispute regardless the time frame. Which this is false information. I was further explained by the customer service team that they are not trained to provide any information about claims. My question is then why would you allow them to open a claim giving the customers false information. Like most card companies have a separate department that handles disputes this way they can properly advise the clients. But the calls I received from your upper management and even the response note has proven to be just the same automatic. No one is accomplishing the many missteps from my claim up to management's teams horrible customer service everything has been automatic replies and no one doing any research. Netspend has prolonged and avoided the real issue which is you have a loyal customer who was wronged and charged for product that caused food illness. I even provided pictures of the food and noone accomplished that this is wrong.Regards,[redacted]The best thing I can be advised by your company is regardless what the merchant advises to still call and open a claim. If that is the case then why even bother calling the merchant.
Regards,
Ruwimbo [redacted]

Thursday, February 2, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a merchant refund that she was unable to access. On June 8, 2016, Ms. [redacted] received a merchant refund to her Card Account from Circle Internet Financial. A...

systemic block was placed on the Card Account because the refund did not correspond with any debits posted by the same merchant. When a refund is received on a Card Account that does not correspond with a prior debit transaction on that Card Account, or a refund is received that exceeds the amount of the original purchase transaction, it is our policy to request the original purchase receipt to authenticate the refund in accordance with our responsibilities under the MasterCard Processing Rules. For security reasons, the Card Account also remains blocked until we receive the original purchase receipt and can validate the refund.On June 27, 2016, we placed the $300.00 from Circle Internet Financial in a pending state until a letter of indemnity was received.  The block on Ms. [redacted]’s account was also removed on this date and she was able to access her remaining funds.  On September 12, 2016, we received the physical letter of indemnity and a check was sent to Circle Internet Financial.A member of our Corporate Experience Team, reached out to Ms. [redacted] on January 30, 2017, to discuss the check that was not received.   We corresponded to Ms. [redacted] through email, explaining that a new check is being sent to Circle Internet Financial. This check should be received next week and the merchant will have to supply the credit to Ms. [redacted] by other means.  We also issued Ms. [redacted] a courtesy credit due to the issues she experienced.  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 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

Friday, January 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On September 17, 2016, we placed a block on Ms. [redacted] Card Account ending in [redacted], because we detected a suspicious transaction.  Ms....

[redacted] spoke with our Fraud Department on September 19, and confirmed that the transaction was authorized by her. The block was removed and a replacement card ending in [redacted] was ordered to Ms. [redacted] address on file.  On January 14, 2017, Ms. [redacted] contacted us to report unauthorized transactions that occurred on her Card Account ending in [redacted].  We immediately blocked her card to prevent further unauthorized use. We promptly opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  In response to her communication, a member of our Corporate Response Team attempted to contact Ms. [redacted] on January 20.  We issued a provisional credit to Ms. [redacted] Card Account on January 26, while we continued our investigation of her dispute claim.  The claim is scheduled to be finalized on February 28.  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.Ms. [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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card declining with [redacted]..On March 7th, 2016, Ms. [redacted] attempted to add her Netspend card to her Amazon account and make a transaction which Amazon declined. Subsequently, Amazon...

closed her account with them. I reached out to Ms. [redacted] by phone and email on March 21st and 22nd to address her concerns. Ms. [redacted] responded via email. Ms. [redacted] understands that she would need to contact Amazon regarding the closure of her account with them.NetSpend regrets any inconvenience Ms. [redacted] experienced with her card being declined. 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]. Mr. [redacted] states that he tried to activate a card for his mother, but was unsuccessful. He wants to have the $300.00 refunded. On May 29, 2015, we spoke with Mr. [redacted] concerning the card activation for...

his mother. Since the card is in her name, we will need to speak with her directly to verify security before activation. Mr. [redacted] will have his mother call me back at the number I provided. NetSpend regrets the inconvenience Mr. [redacted] and his mother experienced with activating her card. 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

Thursday, December 22, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. Our December 16, 2016, Mr. [redacted] contacted us to dispute pending charges on his Card Account that he did not authorize. We advised Mr. [redacted]...

that we would need to wait until the charges posted to his Card Account before opening a dispute claim. We released a transaction in the amount of $29.80 from ART’S IDEAS, but after releasing the transaction, Mr. [redacted] was also charged $113.94 from MATTEL DIRECT that later posted to his account.On December 19, Mr. [redacted] contacted us to dispute the $113.94 transaction that posted to his Card Account. We blocked his Card Account to prevent any further activity. We opened a dispute claim and promptly began our investigation.  We also informed Mr. [redacted] of the investigation timeframe afforded under Regulation E.A member of our Corporate Response Team spoke with Mr. [redacted] on December 22, regarding his dispute claim. Mr. [redacted] understands that the $29.80 transaction was released back into his available balance on December 16. We advised that an update on Mr. [redacted] claim will be available on January 4, 2017, by 5pm (CST). We also confirmed that Mr. [redacted] Card Account has not been closed and he has full access to any available funds that should deposit onto his Card Account.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

Thursday, March 1, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint [redacted] 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 have reviewed Ms. [redacted] dispute claim and we’ve determined that her claim is being handled correctly.We attempted to reach Ms. [redacted] by telephone on February 23, and 27, 2018, but unfortunately, we were unable to speak with her.  Ms. [redacted] spoke with our Dispute Department on February 20, 2018, and they explained the results of her claim.  An email was sent to Ms. [redacted] outlining our actions to resolve her complaint.  Ms. [redacted] 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]Customer Experience Specialist Netspend a TSYS Company

Wednesday, March 22, 2017 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Netspend Card Account.   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 Account package and is visible to consumers prior to purchase.  Our package also informs the buyer that the person activating the card must be at least 18 years of age and that this is not a gift card.  A member from our Corporate Office attempted to contact Ms. [redacted] on March 21, to discuss the concerns she had with activating her new Card Account.  Unfortunately, we were unable to speak with her in order to locate the Card Account she was referring to.  We provided our contact information via email and requested Ms. [redacted] to contact us to assist her further. We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted] Customer Experience AnalystNetspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because: I did not call and ask for account to be closed. I called to be able to verify my information and was told I could not because the account had been closed already. The address had been verified as correct and was entered incorrectly.  Ive sent several emails to netspend in regards of handling this matter. Only to recieve veru generic copy and paste type responses. None of which pertained to or answered my initial question. I was told to contact customer service again and given the run around about the refund. Repeatedly told to go instore. Still no resolution at this time
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her card was blocked because she received a credit to a card that was not used for the original purchase. She wants the funds on the NetSpend card to be unfrozen. Our Risk...

Management Department regularly monitors our customer’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 July 16, 2015. Nordstrom credited Ms. [redacted]’s card $676.56. With no corresponding debit occurring on the account, we requested the original purchase receipt to verify the reason for the credit. No acceptable documents were received so Ms. [redacted] chose to exercise the option for the merchant to reverse the credit. Nordstrom reversed the credit on July 29th, and we lifted the block the next day after review of the account transactions. 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

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on September 20, 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On March 20, 2016, Ms. [redacted] opened a dispute claim and reported unauthorized transactions that occurred on her card.  We immediately blocked her card to prevent...

further unauthorized use and began our investigation.     The following day, on March 21, our Risk Management Team closed Ms. [redacted]’s account because they identified risk factors associated with her account. On March 31, we concluded our dispute investigation and did not apply a credit because we were unable to identify that an error occurred.  We received additional information from Ms. [redacted] on April 8 regarding her dispute claim.  After review of this new information, we reopened the claim and credited the full amount of the disputed charges to Ms. [redacted] account.  A refund check for her remaining balance will be mailed to the address we have on file.  She should receive the check within 10 business days. We have provided Ms. [redacted] with our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Friday, April 6, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint [redacted] 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 Mr. [redacted] dispute claim and we have determined that his claim was handled correctly. As you requested, we addressed this matter directly with Mr. [redacted] on April 5, 2018 by telephone. We sent an email to Mr. [redacted] detailing our actions to resolve his complaint. He will review the documents we sent to him and then respond with clarifications regarding his dispute claim. 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 closed disputes claim for unauthorized charges that occurred on her compromised card.  She’s requesting to have her disputes claim reopened.      On December 7,...

2015, Ms. [redacted] disputed four ATM charges as unauthorized through the NetSpend website.  The disputed charges occurred on December 1st.  We informed Ms. [redacted] that an update on her claim would be provided in ten business days, December 21st.  On the tenth business day, we closed the disputes claim with no error found in our investigation of the charges.  We sent her a letter explaining the reason of her dispute closure.  Two days later, Ms. [redacted] sent us her disputes statement and requested a review of the claim resolution.  On December 24th, the Disputes Department upheld the previous decision to close the claim as no error found with no credit issued to her account.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with the disputes decision not being in her favor.  We have provided her 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 complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.   On October 12, 2016, Ms. [redacted] contacted our Customer Service Department to report that her card had been compromised.  We immediately blocked the...

card to prevent additional unauthorized usage and ordered a replacement.  The transaction was in a pending status at the time and Ms. [redacted] would need to call back to dispute the charge once the merchant collected the funds.  The merchant collected the funds on October 13.    An individual identifying themselves as Ms. [redacted] initiated an account-to-account transfer of her funds to another cardholder’s account on October 13.  That same day, Ms. [redacted] contacted us to report the account-to-account transfer was not authorized by her. We promptly opened a dispute claim and began our investigation. We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E. We also disabled the account-to-account transfer feature on Ms. [redacted]’s account to prevent further unauthorized transactions.   In response to her communication, a member of our Corporate Response Team spoke with Ms. [redacted] on October 18. We informed her that we had concluded our investigation and provided her full reimbursement for the disputed transactions.   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 Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted], concerning a refund check for the remaining funds on her closed account. On August 28, 2015, Ms. [redacted] requested that we close her account.. We closed the account and mailed her a check for the...

remaining balance on the account on September 4th. On September 24 the initial check was returned to NetSpend by the United States Postal Service because they were unable to deliver it to the address she provided. We validated Ms. [redacted]’ address and a replacement check will be mailed to her on October 2nd. Ms. [redacted] has been informed regarding the check status. NetSpend regrets any inconvenience that Ms. [redacted] experienced while waiting on her check. We have provided her with our contact information should she have any additional questions or concerns. We will also send Ms. [redacted] a follow up letter to address her 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 her NetSpend card could not be activated because
of a previous account with a negative balance.  She wants a refund check sent to her sooner than 20 business days. On...

October 8, 2015, Ms. [redacted]
attempted to activate her prepaid debit card, but our system recognized that her
information was associated with a previous account that had a negative balance.
Our system automatically blocked her new account as a result.  We spoke with Ms. [redacted] on October 19th to resolve her concerns.  She was able to
access her funds on her new account that same day. NetSpend
regrets the inconvenience that Ms. [redacted] experienced while activating her new
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 funds he feels are missing from his account.On February 22, 2016, our Disputes Team credited Mr. [redacted]’s account for the disputed ATM transaction, including the associated fees. Before the credit was applied, his account was negative by $93.30 due to two overdraft transactions completed one day prior. We have sent Mr. [redacted]’s January and February statements to his email for review to confirm that no further credit is due.NetSpend regrets the inconvenience that Mr. [redacted]’s experienced. We have provided Mr. [redacted]’s with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Friday, September 9, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning missing funds.   On July 29, 2016 Ms. [redacted] was approved and activated her new NetSpend account.  She successfully loaded funds on August...

04.    A member of our Corporate Response Team spoke with Ms. [redacted] on September 9, 2016. Ms. [redacted] advised that she did not perform an ATM withdrawal for $103.00 on August 9. We immediately blocked the card to prevent further unauthorized activity. We opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We requested Ms. [redacted] send us a letter of dispute and sent her an email with the instructions that she can respond to. Once we receive her letter of dispute, we will forward it to our Dispute Resolution Department to assist with the investigation. Ms. [redacted] dispute claim is scheduled for an update on October 06.   Ms. [redacted] requested reimbursment for a non-sufficient funds fee and late fee she incurred due to this unauthorized transaction.  We advised her this information will be reviewed as part of our initial investigation and determined at the conclusion of the claim.   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 Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning missing funds on her account.  We reached out to Ms. [redacted] on July 1, 2016 to clarify what funds are missing from her account.  We provided Ms. [redacted] with a copy of her transaction history...

and she stated she will contact us should she locate any discrepancies.  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