Realcor Developments Ltd.

To whom it may concern: Thank you for forwarding Mr. [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 Mr. [redacted] account and show that he opened a dispute claim online on May 15, 2017 for one $300.00 ATM transaction that posted on May 11, 2017 (dispute claim number [redacted]). The claim was closed without reimbursement after receiving documentation from the merchant on May 30, 2017 validating the transaction. After review, we’ve determined that this claim was handled correctly. He did not open any additional recent claims. We attempted to reach Mr. [redacted] by phone and email on June 1 and June 2 concerning the additional transactions provided in his complaint but unfortunately, were unable to speak with him. His complaint mentions a $29 transaction that he never made. For the protection of his funds, we have cancelled the card used to make the unauthorized transaction and ordered a replacement card to be mailed to the address on file. We attempted to call Mr. [redacted] again on June 7, 2017 concerning this and the other transactions he mentioned, but have not heard back from him. Our records show there is another active card on his account that he can use to access his funds. We mailed Mr. [redacted] a letter on June 7, outlining our actions to resolve his complaint. It should be received within the next five business days.  His case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should he contact our Customer Service Department we have left notes on his account for him to be connected with [redacted] to further assist him with his 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 Analyst Netspend, a TSYS Company

Monday, September 19, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card he received as a gift. 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. The requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase. The card package also states that use of the card is limited prior to identity verification and that it is not a gift card.Mr. [redacted] received a Netspend card intended to be used as a gift card on August 31, 2016.  On September 15, Mr. [redacted] contacted us to activate his card, but he did not want to provide his identity information. Mr. [redacted] elected to activate his card using the ‘Limited Use’ option. The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only.  Once all the funds are dispensed, the card can be discarded because it cannot be reloaded.  A member of our Corporate Response Team reached out to Mr. [redacted] on September 16. We clarified how ‘Limited Use” works and Mr. [redacted] requested to have a refund check be mailed to his address on file.  He should receive this check within 10 business days.We apologized for the misinformation he received from our Customer Service Department. We have reported this incident to the management staff of the customer service agents he spoke with.We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: I have a lawyer who is in contact with the company. I was charged late fees for my bills, and overdraft fees from your company. I was also made to send my children to a family member because we couldn't pay for where we live. I have spent countless hours on the phone with you all and missed the last 2 days of work because I had to find a place for us to sleep and money. 
Regards,
[redacted]

Revdex.com:
TThank you for reaching out. All is good now. I apprecite it!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Friday, March 16, 2018To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. We were unable to locate her card offer or research the complaint using the information provided. Netspend relies on affiliate marketing services as a source for reaching potential new...

customers and it is possible your child’s information was acquired through these business relationships. Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from consumers that indicate they are 18 years of age or older, and have received permission to share it with us.Steps are taken through the identification process to further ensure that a person under 18 cannot activate the offers. The offer is not active and cannot be used unless activated. During activation Netspend verifies the identity of the person activating the offer (including asking for a Social Security number) to ensure that the card offer can only be used by the intended recipient, and that the person activating the offer is at least 18 years old. If the recipient’s identity cannot be verified or they are under 18, the activation attempt is rejected.We attempted to reach Ms. [redacted] by phone and email on March 14 and March 15, but unfortunately, we were unable to speak with her. Ms. [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. [redacted] will attempt to reach Ms. [redacted] again on March 19.Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted]Customer Experience Analyst Netspend, a TSYS Company

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

Complaint: [redacted]
I am rejecting this response because:they didn't fix anything,all bill did was disabled my email alerts so I don't get any. That is not the fix I do want a. Single alert but 1only not alerts for the same action. He told me I could set the alerts I want from my account preferences, so I did and the double alerts start again...nothing has been resolved...I have been given a run around for nothing. My help requested messages ignored I believe may be due to the fact that I am deaf and can't talk to them on the phone and they were informed of that repeatedly....I feel neglected and discriminated
Regards,
[redacted]

We received complaint # [redacted] filed with your office by [redacted] concerning the funds on his 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 presented on the card packaging prior to purchase and within the terms and conditions that are provided with the card.   On January 3, 2017, Mr. [redacted] attempted to activate his new NetSpend card account, but his identity information could not be automatically verified.  We requested him to provide copies of his identification documents to verify his identity manually.  Meanwhile Mr. [redacted]’ card account can be used under conditional status for 30 days at retail stores.  Mr. [redacted] may also request a refund check to be mailed to his address on file.    A member of our Corporate Response Team attempted to reach out to Mr. [redacted] on January 4, but we were unable to speak with him. We emailed him the options for his card account.  Please encourage Mr. [redacted] to decide which option he would like and we will assist with his selection.    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

Thursday, June 11, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she received an email stating partial fees will be put in place.  She wants to know how much the fees will be.  On June 11, 2015, we called...

and left a message and emailed Ms. [redacted] about the email she received.  The account matching her name and email address has no pending fees.  We want to make sure that Ms. [redacted] did not receive a phishing/scam email to collect her information.  When she returns our call, we will discuss her account fees and research this further.We regret the inconvenience Ms. [redacted] experienced with the email and the fees on her card.   We provided her our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, if they actually follow through with it this time.
Regards,
[redacted]

[redacted]:
I was contacted by an agent from NetSpend in reference to complaint ID [redacted].  The agent talked to me in detail and I determined that when I attempted to activate the card through the NetSpend website, my Chrome browser auto-filled in the organization name that I do volunteer work for. Apparently NetSpend's website  software accepts all the auto-filled data as soon as you advance to the next data entry field.  It does this even though I corrected the auto-filled in data in subsequent steps.  This is a major software flaw.  It means you can't correct the auto-filed data as it gets transmitted to their database once you advance to the next data entry field.  So with a design like this how do you correct typos or incorrect data that is auto-filled in the rest of the fields? While I understand the explanation of what happened in my case, I am not satisfied with NetSpend and their activation website.  I think this flaw exists as a means to profit from the errors and correction efforts that ensue as the result of the card being locked when the activation name and information cannot be verified by their system.  This is what happened to me and the card cannot be corrected so that it can be used to make purchases online.So am I satisfied?  The answer is no.  NetSpend needs to correct their activation software to work as any other online website operates.  I believe the software bug exists as a way to make more money from their customers. I really urge the [redacted] to investigate this problem.
Regards,
Gary Lee

Revdex.com:Thanks for the effective help. Netspend Correspondence team has emailed me to sent the check to my current address [redacted].Within 10 business days, I'll give updated feedback to Revdex.com. Thanks again. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thursday, January 21, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a claim that was filed with our company. The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that...

are associated with the card. We also disclose on the front of the card packaging that the NetSpend card is not a gift card.  On January 21, 2016, we spoke with [redacted] and addressed her concerns with her account. She was not aware that we do not provide gift cards and was alarmed that she incurred an account maintenance fee. We provided an explanation regarding why she obtained a fee and how our card works.  We also issued [redacted] a credit to her account so she can access the full amount of $15. NetSpend regrets the inconvenience [redacted] experienced as a result of not being informed about our fees. 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

Monday, March 06, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the block placed on her Card Account. On February 23, 2017, we placed a temporary restriction on Ms. [redacted] Card Account due to high risk factors that were identified....

 In order to remove the restriction, we requested Ms. [redacted] to provide us with copies of her identification documents to verify her identity.A member of our Corporate Office reached out to Ms. [redacted] on March 3, regarding the temporary restriction on her Card Account.  We were able to verify Ms. [redacted] identity and remove the restriction from her Card Account.  Ms. [redacted] chose to close the Card Account and have a refund check mailed to her address on file.  She should receive the check within 10 business days.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 he spoke with.We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Senior Customer Experience Analyst Netspend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because: I have made several attempts to call the number they provided and have always gotten an answering machine. All four times have been unsuccessful in contacting [redacted]. They said in the message they need more information on [redacted] and won't say what information. Shouldn't they be contacting him? 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because this company is complete liars. They did nothing to resolve my issue and only made matters worse. I will be closing my card ASAP and bank with a company who doesn't like to get you off the phone.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Daily. Mr. [redacted] states that his card was blocked and he has taken all steps to have it unblocked. He wants the card unblocked, or cancelled, so we can send him the remaining funds. On June 19, 2015, Mr....

Daily’s NetSpend card received a credit from Target in the amount of $546.30. The system blocked the account because there was no corresponding debit for that amount from that specific merchant. Our Risk Department requested a copy of the original receipt for review. The merchant could also reverse the credit and we would remove the account block. The documents he sent were unacceptable to remove the block. We have contacted the Asset Protection Manager of Target regarding the credit to Mr. Daily’s card. They will contact us after they validate the credit. We will update Mr. [redacted] once we determine if the credit goes back to the merchant or him. NetSpend regrets the inconvenience that Mr. [redacted] experienced as a result of the excessive refund to his card. He has been given my contact information should he have any further questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:I am not ms.[redacted] as stated in the response letter. And several of the representatives from the netspend company told me I would receive a credit in the matter of a few hours and that they will complete the investigation on 1/2/2018.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit to her account. As the receiver of ACH deposits, NetSpend does not control when deposits are sent over to us. We can receive ACH deposits up to two days early, but we will...

always post deposits as soon as we receive them. Upon receiving her complaint, we reached out to Ms. [redacted] on May 27, but we have not had the opportunity to speak with her. We will review Ms. [redacted]’s deposit history when she returns our call. 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

Tuesday, September 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning misinformation he received regarding his replacement card.On August 27, 2016, Mr. [redacted] contacted our Customer Service Department to report an unauthorized...

transaction that posted to his account.  We immediately blocked his card to prevent further unauthorized activity. We opened a dispute claim and began our investigation. On September 2, we concluded our investigation of Mr. [redacted]’ claim as the merchant refunded his account on August 29. A member of our Corporate Response Team spoke with Mr. [redacted] on September 6 to discuss the replacement card he did not receive. A replacement card was not ordered for Mr. [redacted] until September 3. We have reimbursed the expedited card fee back to Mr. [redacted]’ account.  We apologize for the misinformation Mr. [redacted] received from our Customer Service Department regarding his replacement card. We have reported this incident to the management staff of the customer service agents he spoke with.   We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company