Realcor Developments Ltd.

Complaint: [redacted]
I am rejecting this response because: Additionally I am seeking $39 for a fee and late fee that was accessed to me by a different company after my initial complaint with Ace. I paid a bill via my ace account. ace refused the payment and I was charged a late fee. As a result I had to use my debit card to pay the bill and was charged  fee by ace as well
Regards,
* [redacted]

Friday, January 08, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the problems he experienced accessing his funds.  He’s requesting an explanation of the block that is preventing his transfer and a credit of $10.00 for...

the cards he purchased. On January 1, 2015, Mr. [redacted] called our customer service to activate his new temporary Western Union Prepaid card and attach it to his existing NetSpend account.  We advised Mr. [redacted] that option was not available. Mr. [redacted] then located an Ace Elite card he had opened previously and requested to attach it to his existing NetSpend account. That proposal was also denied, which prompted his request to transfer his funds between accounts. As a protection, NetSpend may restrict cardholders from processing high-risk transfers until they can verify their identity with the Fraud department, or activate their personalized card. The cardholder will have full access to their card with the exception of sending and receiving card transfers. We have not had the opportunity to speak with Mr. [redacted], but we will address his concerns when he returns our call.  NetSpend regrets any inconvenience Mr. [redacted] experienced while attempting to access his funds. 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

To Whom It May Concern:   We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning the Refer-A-Friend bonus associated with her Netspend Prepaid Debit Card Account.    A member from our Corporate Office spoke with Ms. [redacted] on March 29, and she provided the information for the friend she referred to get a Netspend Prepaid Debit Card.  We explained that our system recognized a card offer mailed to her friend ten months prior to the card prompted by her Refer –A-Friend promotional email.  The previous card was never activated, so we issued the Refer-A-Friend bonus to both, Ms. [redacted] and her friend.    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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard offer she and her daughter 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 June 21, 2016. Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained. We provided Ms. [redacted] with this information on June 22. We have also removed Ms. [redacted]’s name and address from our mailing list and she should not receive any future offers from any NetSpend managed programs. As soon as Ms. [redacted] provides information for her daughter, we will block her card offer and remove her from the mailing list also. Ms. [redacted] has been provided 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: netspend did not notify me of the specifics of certain methods of funds being loaded onto the netspend card ending 3[redacted]   if I would have known I would not have used the card. if I did not used this card for the purchase then how am I to provide an original receipt of purchase?  the company I used this card for purchases uses a third party for refunds and credits and why they do that I don't know and have no control over their policies.  does it seem fair that my card gets locked even though I acknowledge that I am aware of all activities on account.  there is no fraud activity of any kind   I also requested that I receive my funds (that does not belong to netspend) and no longer use the card!    netspend could have been more clear on the reloading fine prints!!!
Regards,
Huy Hoang

To Whom
It May Concern:We received complaint # [redacted] filed with your office by Donald [redacted] concerning a block on his new
account that prevented the card from being used.  He’s requesting for his funds to be returned
to him immediately. In
an effort to protect NetSpend cardholders, our...

Risk Management Department
regularly monitors their accounts to prevent compromising activity, or
unacceptable account usage. Our Risk Management Team identified risk factors
that led to the blocking of Mr. [redacted]’ accounts on October 3, 2008.  He is no longer eligible for NetSpend
services.  The factors that lead to the
account closure are kept internal for security reasons.  When Mr. [redacted] attempted activate his new
card on October 31, 2015, our system recognized that his information was
restricted, and a block was placed on the new account.  A check for the purchase price of the card, and
the card balance will be mailed to Mr. [redacted] by November 13th.  On
November 10th, we reached out to Mr. [redacted] by telephone and
email.  Unfortunately we have not had the
opportunity to speak with him, but will assist with his concerns when he
returns our call.  NetSpend regrets the inconvenience
that Mr. [redacted] experienced as a result of the account block. 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

Monday, May 23, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card she has not received.  On February 18, 2016, Ms. [redacted] ordered a NetSpend card while she was filing her income tax return through the Turbo Tax...

website.  The next day, we mailed a card to the address Ms. [redacted] provided.  The card was later activated through the NetSpend website on February 26.  On March 1, Ms. [redacted] tax refund deposit posted to her account and the funds were dispensed through several transactions. Upon receipt of her complaint, we spoke with Ms. [redacted] on May 16, and she advised that she never received her card nor complete any transactions. We immediately opened a disputes claim for the unauthorized transactions and began our investigation.  We also closed Ms. [redacted] account to prevent any further unauthorized use.  We informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.  An update on Ms. [redacted] dispute claim will be available on June 14.  We understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product. We 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

Friday, January 05, 2018To Whom It May Concern: Thank you for forwarding Mr. [redacted]’ 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 on the card packaging prior to purchase.We attempted to reach Mr. [redacted] by phone and email on January 5, 2018, but unfortunately, we were unable to speak with him. The email we sent to Mr. [redacted] outlined our actions to resolve his complaint. A refund check will be mailed to the address he provided and should be received in 10 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 AnalystNetspend, a TSYS Company

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a missing direct
deposit that she is trying to locate. She’s requesting for the funds to be
found and deposited on to her NetSpend account.    On
November 30, 2015, Ms....

[redacted] was added to an existing NetSpend account as
a secondary cardholder.  Our system
recognized that her information was associated with a previous account that had
a negative balance, and automatically blocked the account where she was added.  On December 4th, Ms. [redacted]
notified us that the incorrect account number was given to her employer for her
anticipated ACH (Automated Clearing House) deposit.  After researching the deposit, we confirmed
that it was rejected and returned to the sender on December 2nd.  It can take up to six business days for the
sender to receive the returned ACH deposit.  We
reached out to Ms. [redacted] on December 10th by telephone and email.  We have yet to speak with her, but will
assist with her concerns when she returns our call.  NetSpend regrets the inconvenience Ms.
[redacted] experienced with her returned deposit.  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]. Ms. [redacted] states that she paid the outstanding balance on a prior account but her new account was closed anyway. She wants the use of her new card. On July 1, 2015, we contacted Ms. [redacted] about her...

closed account. We reopened her account and unblocked her card by the close of the business day. NetSpend regrets the inconvenience Ms. [redacted] experienced with the closure of her account. 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 her card that was not received.   On February 21, 2017, we mailed Ms. [redacted] a Netspend Premier card ending with [redacted] to the address on file because she received a qualifying...

direct deposit to upgrade her card account.  Ms. [redacted] still had full use of her original card ending with [redacted].  The card ending with [redacted] was returned to us as undeliverable on March 6.    Ms. [redacted] contacted us on February 28, 2017, to report an unauthorized transaction that occurred on her card ending with [redacted].  We immediately blocked that card to prevent any further unauthorized use.  We promptly opened dispute claim [redacted], and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.    On March 6, 2017, the card ending with [redacted] was returned to us as undeliverable.  We ordered Ms. [redacted] a replacement card ending with [redacted].  We also issued a provisional credit for her dispute claim [redacted].  The claim is scheduled to be finalized on April 14.  The results of the claim will be sent to Ms. [redacted] in writing with 3 business days of completing our investigation. We transferred her available funds to another Netspend Card Account in her name, and waived the transfer fee. The card ending with [redacted] was returned to us as undeliverable on March 21.    A member from our Corporate Office spoke with Ms. [redacted] on March 22, to provide further insight about her card delivery.  Since the US Postal Service returned two cards as undeliverable, we ordered Ms. [redacted] an expedited card to be delivered in 1 – 2 business days by UPS.  As a courtesy, we also refunded her transaction fees on her new Card Account and signed her up for the Fee Advantage Plan.   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

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.  However I would like this to remain open until I've received the card and have actually used the amount of tge original purchase of $50.00.Thank for assisting me in getting in touch with someone at NETSPENT, as I tried and tried.I will reach out to you when I receive the replacement card.[redacted] 
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.
Not happy with their response as I didn't do anything wrong but than you Revdex.com for helping me at least get my money back
Regards,
[redacted]

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by St. [redacted] concerning the inconvenience he experienced with his dispute while he was incarcerated. On March 15, 2016, Mr. [redacted] disputed ten unauthorized PIN and signature based transactions that occurred on his NetSpend card between the dates February 4th and March 3rd.  Our Disputes Department closed his claim on March 29th as no error found and no credit issued.  A dispute closure letter was mailed to his address and emailed to his inbox at [redacted]  Our Disputes Department reviewed additional information sent by Mr.  [redacted], and determined the disputes claim remains closed with no error found.  We emailed the details of the disputes decision to Mr. La [redacted] on April 1st.  NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the closing of his disputes claim. We have provided him 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 a refund check that
she’s attempting to obtain from NetSpend on behalf of her minor sister. She’s
requesting the refund check to be sent in her name.  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.  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, including the criteria that the person activating must be at
least 18 years of age.  On
July 30, 2015 a caller provided the required identity information in attempt to
activate the new prepaid debit card.  Our
system needed additional identity information to approve the account, which is
why identity documents were requested from Ms. [redacted] when she contacted our
customer service. Ms. [redacted] declined to send the required identity documents,
and requested to have a check sent for the funds deposited to the card.  A check was mailed to the address on file on
August 6th.  That check was
returned to NetSpend on August 24th, with a request to change the
last name to Ms. [redacted]’. We mailed a template to her that same day with the
requirements to change the name on the account.   We
reached out to Ms. [redacted] by telephone and email on October 28th.  Unfortunately we have yet to speak with her,
but once she returns our call and provides the required information, we will be
able to further assist with her request.  NetSpend
regrets the inconvenience that Ms. [redacted] is experiencing with getting the
refund check changed to her name.  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]. Ms. [redacted] states that her tax refund was deposited to a NetSpend card, but never posted. She wants the money posted to her card. On June 5, 2015 we contacted Ms. [redacted] about the deposit that did...

not post to her NetSpend card. We confirmed the account and routing numbers she has are correct. NetSpend never received a deposit from IRS to her card. We asked her to request a trace number from the sender of her deposit. We can use the trace number to search our system for her missing deposit. NetSpend regrets any inconvenience Ms. [redacted] experienced while waiting on her deposit. 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]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on September 15, 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

Wednesday, February 14, 2018 To 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.As you requested, we addressed this matter directly with Ms. [redacted] on February 14, 2018 by telephone. We emailed Ms. [redacted] the details 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 Specialist Netspend a TSYS Company

Complaint: [redacted]
I am rejecting this response because:  This response is partially correct. The transaction was for $60 plus netspend $1 credit transaction not $55 as their response indicates. Also I filed complaints with both companies.  No merchant is ever going to provide proof of a Declined transaction since they have nothing further to gain from it and did not receive any funds. If every merchant did this for a Declined transaction it would be a disaster of ppl making such requests that is of no benefit to the merchant.  Netspend has made a practice of refusing to release pending transactions that decline thereby keeping not only my money on numerous occasions but more than likely thousands of others equalling tons of money.  Maybe in the millions if I had to say.  Netspend still has money from other transactions that were declined and never refunded because declined transactions should be easily recognized by a financial institution.  There is no logical reason to place the burden of proof of a declined transaction on the cardholder or the merchant.  Lastly,  I did not pay Metro Pcs through netspend once the funds were returned.  I paid metro pcs in person at a store to avoid my money being kept frivolously again.  So on the 23rd of January I did not use my netspend card.  I will never use the netspend card again if I can help it.  They are high level frauds taking millions from consumers using this practice they have in place.  Some folks will take the loss and say,nothing.  I work too hard to say,nothing.  I need my money.  You need to take any complaints regarding this,matter from this business as very legitimAte complaint.  They are known for doing this to people.  You can close this,case.  I have opted to use other companies services and will run far away from netspend forever.  Thank you.   
Regards,
[redacted]

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her communication with Grubb Hub confirmed the charge to be fraudulent and it should not take 10 business days. She wants the refund immediately. As we stated in our previous response, Ms. [redacted]’ disputes claim will be updated within ten business days. We issued a provisional credit for the disputed transaction on the tenth business day. Ms. [redacted] was notified. NetSpend understands the disputes process can be a lengthy one. We appreciate Ms. [redacted]’ patience while we attempt to retrieve her funds. Should she have any additional questions she can reach us at the toll free number, [redacted] Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company