Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On August 30, 2016, Ms. [redacted] contacted our Customer Service Department to report that her card had been compromised by a merchant, Amazon...

Digital.  We immediately blocked the card to prevent any further 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 if the merchant collected the funds.  The merchant collected the funds on August 31.    Ms. [redacted] contacted us on September 14 to dispute the transaction.  We immediately opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.  On September 28, we determined that Ms. [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate her claim.   In response to this communication, a member of our Corporate Response Team spoke with Ms. [redacted] on October 7, and determined one of the transactions was incorrectly included in her dispute claim. This resulted in the wrong card being blocked on Ms. [redacted] account.  We apologized and have removed the transaction from the dispute claim.  As a courtesy, we provided full reimbursement to her account for the transaction from merchant, [redacted]. The claim is scheduled to be finalized by the end of the day on October 28.  The results of the investigation will be sent to Ms. [redacted] in writing, within 3 business days of completing the investigation   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 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 his declined transactions and the fees associated with his account.The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are...

associated with the card. This information is also available on our website.Mr. [redacted] experienced several card declines due to the fees associated with his account. On March 17, 2016, I reached out to Mr. [redacted] to address his concerns. Mr. [redacted] requested his account be closed once he used all of his funds. At Mr. Hall’s request, we closed his account on March 21st. NetSpend regrets any inconvenience Mr. [redacted] experienced with his card being declined and with our fees. 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, July 24, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. We will review any ACH deposits to a Card Account that may result in the value of the Card Account exceeding $15,000.  If we determine the ACH transaction is valid, we may permit the maximum...

value of the Card Account to exceed $15,000.  We’ve reviewed Ms. [redacted] direct deposit and it was made available to her on July 20, 2017.   As you requested, we addressed this matter directly with Ms. [redacted] on July 24, 2017 by way of telephone. We provided her with further insight on the deposit review process. Thank you for bringing this matter to our attention. 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 his dispute claim resolution.      On February 25, 2017, Mr. [redacted] logged into his online account center and reported multiple unauthorized transactions that...

posted to his Card Account.  We immediately blocked his Card Account to prevent any further unauthorized usage and ordered him a replacement.  He opened dispute claim number [redacted] and we began our investigation.  We also informed Mr. [redacted] of the timeframe afforded under Regulation E.    We concluded our investigation on Mr. [redacted] dispute claim [redacted] on February 28, and no credit was issued because 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. The dispute investigation documents outlining the reason for the claim decision have been emailed to Mr. [redacted] at the email address he provided.     During the investigation of Mr. [redacted] claim, we identified several risk factors associated with his Card Account. Due to these concerns, our Risk Management Department closed his Card Account on February 28, 2017.  These risk factors are not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend.    Mr. [redacted] has been provided with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Customer Experience Specialist Netspend, a TSYS Company

Friday, June 9, 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 June 8, 2017 by way of telephone. We sent him emails detailing the actions taken on his account to resolve his...

concerns on June 9. 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 she experienced with activating her 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.  Ms. [redacted] purchased her NetSpend card on December 22, 2015. Additional information was needed to activate her account, and our customer service requested for her to send in identity documents.  Since Ms. [redacted] preferred not to send us identity documents, she was provided an option to convert her NetSpend account to Limited Use status. Limited Use allows funds to be dispensed from the NetSpend card at the point of sale, using PIN and Signature transactions. Once the funds are dispensed, the account will close and the card can be discarded. Mr. Lamar agreed to have his card converted to Limited Use. NetSpend regrets any inconvenience Ms. [redacted] experienced while attempting to activate her card.  She has been provided with our contact information should she have any further 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 replacement card she has not received.  She’s requesting to receive her card so she can access her funds.  On February 18, 2016, Ms. [redacted] contacted our Customer Service...

Department to report her card lost and to order a replacement.  The standard delivery timeframe is 7 – 10 business days, meaning she should receive her card by March 3rd.  We spoke with Ms. [redacted] on March 4th and we confirmed her address.  We apologize that she did not receive the first card that was sent by the US Postal Service.  We expedited a new card for delivery in 1 – 2 business days.  NetSpend regrets the inconvenience that Ms. [redacted] experienced while waiting to receive her card. We have provider 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 his direct deposit.   On September 23, 2016, Mr. [redacted] contacted us to discuss the status of his direct deposit.  Our Customer Service Department provided him with the...

estimated dates of when to expect his monthly US Treasury Benefits.  On September 27, Mr. [redacted] claimed his funds were missing for the previous month.  We were able to locate and determine he received his deposit on a separate account that Mr. [redacted] has with us.    In response to his communication, we spoke with Mr. [redacted] on September 30, to discuss his deposit.  We explained to him that direct deposits are posted as soon as they are received.  We also provided the estimated date for his October benefits. 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

Friday, September 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On August 16, 2016, Mr. [redacted] disputed a posted transaction through our website, www.netspend.com.  We promptly opened a dispute claim and...

began our investigation.  We also informed Mr. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.  On August 30, we determined that Mr. [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim.   The claim is scheduled to be finalized by the end of the day October 17. The results of the investigation will be sent to Mr. [redacted] in writing within 3 business days of completing our investigation. A member of our Corporate Customer Response Team spoke with Mr. [redacted] on September 19 to explain his dispute claim.  We advised that a provisional credit was not applied to his account due to the type of dispute claim. Mr. [redacted] will send us an email providing additional details regarding his merchant dispute.  We will review the documents once received and provide Mr. [redacted] with an update. 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] concerning his dispute claim. We appreciate Mr. [redacted]’s additional comments. Mr. [redacted] opened his disputes claim on June 1, 2016. The investigation was concluded on 06/15/20016 with no credits issued because Mr. Orvitt reported the errors on his account more than 60 calendar days after electronically accessing his account when the error first appeared. Our records show that Mr. [redacted]’s has been able to log onto his account regularly. We also believe that he benefited from the transactions.A letter detailing the results of our investigation was mailed to Mr. [redacted]’s address on file on June 23, as well as emailed.  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] concerning a PayPal instant transfer.   On December 15, 2016, Ms. [redacted] attempted perform an instant transfer from her PayPal account to her PayPal Prepaid MasterCard.  The transfer...

was not completed because our system was experiencing technical difficulties.  We have reported this incident to avoid further delay with our transfer feature.     In response to her communication, a member of our Corporate Response Team spoke with Ms. [redacted] on December 21, about her PayPal transfer.  We apologized for any inconvenience Ms. [redacted] experienced during the PayPal transfer service interruption and as courtesy issued credit to her account.    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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on his Card Account.   On February 15, 2017, we received an authorization request from the merchant, Depew One Stop, in the amount of $55.00 on Mr. [redacted]’s...

Card Account. He contacted us on that same day, and reported the transaction was for the wrong amount. We requested Mr. [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 his 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 reached out to Mr. [redacted] on February 20.  We informed Mr. [redacted] via email that the funds were released back into his available balance on February 18.  Our records show he was able to access his remaining balance.   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 further questions or concerns.    Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  On June 30, 2016, Ms. [redacted] contacted our Customer Service Department to report unauthorized transactions on her account.  We immediately opened a dispute claim and...

began our investigation. We also blocked the card to prevent further unauthorized use. We informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.  We completed our investigation of Ms. [redacted]’s claim on July 5, and provided full reimbursment for the disputed transactions.  We reached out to her later that day to advise Ms. [redacted] of the claim conclusion.  We also closed her account due to risk factors that were identified and recommended Ms. [redacted] to open a new account. We have ordered Ms. [redacted] a card to be expedited free of charge to her address on file and have transferred her funds to her new account.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 TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card she received as a gift that incurred fees. She’s requesting for her account balance to be restored to the original balance of $50.  The NetSpend packaging that comes with the...

card has important information that notifies the consumer of basic fees that are associated with the account. We also disclose on the front of the card packaging that it is not a gift card. We apologize if Ms. [redacted] was not provided the full package along with the gift she received. The card fees and other useful information pertaining to the card can be found on the website, www.netspend.com. We spoke with Ms. [redacted] on January 6, 2016 and reimbursed the maintenance fees that were incurred on her account due to inactivity. We also activated her personalized card, assisted with online registration, explained card usage and highlighted other key feature of the Prepaid Debit card. NetSpend regrets the inconvenience that Ms. [redacted] has experienced with our product. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a dispute claim that he has not received credit for.  On May 21, 2016, Mr. [redacted] reported a transaction error through his online account center. We opened a dispute claim and promptly began our investigation. On June 6, we concluded our investigation and we did not find that an error occurred.  Mr. [redacted] stated in his dispute letter that he would keep the merchandise from the disputed transaction.  We spoke with Mr. [redacted] on June 8 concerning his complaint and the outcome of his dispute claim.  He provided documentation showing that he returned the merchandise, but it did not contain sufficient details in order to continue our investigation.   If Mr. [redacted] provides documentation confirming that the merchandise was returned and received by the merchant, we will be able to reinvestigate his dispute claim. 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

Friday, July 8, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transfer of her funds. On July 7, 2016, Ms. [redacted] contacted us to transfer funds to her new account.  The new account was unable to accept transfers...

due to a restriction.  Ms. [redacted] verified her security information and completed the transfer of funds later that day.On July 8, 2016, we spoke with Ms. [redacted] about the transfer limits to her other account.  We issued a courtesy credit for the fees she incurred on the new account and expedited a replacement card.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 Brooke [redacted]. Ms. [redacted] states that her card transactions were declined, causing her to not be able to pay bills. She’s requesting for her card to work without going to the ATM for cash. On October 7, 2015, we spoke...

with Ms. [redacted] concerning the card transaction declines. We apologized for the declines that she received with the merchant transactions. Our system did not show any attempts to use the card during the period that Ms. [redacted] mentioned, with the exception of one ATM withdrawal where the card functioned as usual. We have contacted VISA about the declined transactions in efforts to prevent this from happening in the future. We confirmed with Ms. [redacted] that her card is working now. We refunded the fees incurred from the ATM. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the declined card transactions. 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 a Netspend Prepaid MasterCard her son, [redacted], 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.  Netspend is a prepaid debit card product and not an extension of a line of credit. A credit check is not required or processed when a customer purchases or requests a Netspend prepaid debit card account.   A member of our Corporate Office reached out to Ms. [redacted] on March 15, 2017 to discuss the card offer her son received.  We permanently blocked the card offer and have also removed her son’s name and address from our mailing list and he should not receive any future offers from any Netspend managed programs.  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 once we receive it.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,  [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. Netspend is the receiver of deposits and does not control when funds are sent to us.  If an account number is entered incorrectly, the deposit will be returned to the sender.  It can take up to 6 business...

days for the funds to be received by the originator.  We attempted to reach Ms. [redacted] by phone and email on November 1 and November 3 but unfortunately, were unable to speak with Ms. [redacted]. We emailed her a letter November 1 2017, 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 Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because: after speaking with Mr. [redacted] who mentioned that he would work on it and hopefully get it resolved by yesterday. I have yet to hear from him. This has been going on three months with no conclusion to this matter.  I would still like the credit to my account from my disput. 
Regards,
[redacted]