Realcor Developments Ltd.

Wednesday, March 14, 2018 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s 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 prior to purchase. As you requested, we addressed this matter directly with Ms. [redacted] on March 14, 2018 by telephone. She informed us that the issue has been resolved. Her son has received his funds put on the card. 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 a NetSpend Card Account offer that was sent to her address.   NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card...

Account 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 Account offer can only be used by the intended recipient. If the recipient cannot be verified, then the offer cannot be activated.   A member of our Corporate Response Team spoke with Ms. [redacted] on January 16, and informed her that the Card Account offer sent to her is permanently blocked and the name and address have been removed from our mailing list.  She should not receive any future offers from NetSpend managed products.  Additionally, we have submitted a request to our Marketing Department to provide information concerning how her name and address were obtained.  That information will be conveyed to Ms. [redacted] once it is received.    We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you, [redacted] Corporate Response Team NetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because:I was contacted by [redacted] who has informed me the investigation was reopened. The items submitted last reply were apparently not recieved. As I mentioned to him I have informed the customer service that the charge for another room was done on the same night and the same card. Apparently, now the evidence of me benifiting was invalidated through this. Now according to [redacted] I am in the process if waiting yet another 45 days for my funds. That would collectively be almost 4 months for a mistake that wasn't my fault. I'm still not happy but it looks like I am in a rock and a hard place with this cardholder as well as [redacted]. 
Regards,
[redacted]

Thursday, September 8, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card order that was not received. On July 11, 2016, Mrs. [redacted] ordered a NetSpend card through our online website.  Mrs. [redacted] was expecting to...

receive her card within the normal delivery timeframe of 7 – 10 business days.  On September 1, 2016, we received a direct deposit for Mrs. [redacted] that was placed in a pending status because her card was not yet activated.  Mrs. [redacted] contacted our Customer Service Department to inquire about the card delivery timeframe and pending deposit.  Mrs. [redacted] provided additional security verification and her deposit posted to her available balance.  A new card was expedited to Mrs. [redacted]’s address on file to be delivered in 1 – 2 business days.  In response to her communication, we spoke with Mrs. [redacted] on September 6, and provided the tracking information for her expedited card order.  The card delivery fee was also reimbursed back to Mrs. [redacted]’s available balance. We apologize for the service that Mrs. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with.Mrs. [redacted] has been provided 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 fees associated with her account. On April 4, 2016, [redacted] activated her ACE Elite prepaid card on our website. At the time of activation, [redacted] agreed to the terms and...

conditions of the card and the associated fees. Upon receiving her complaint, we spoke with [redacted] to on May 9 to explain the account fees. As a courtesy, we refunded the transaction fees associated with [redacted]’s card and enrolled her in the Fee Advantage Plan. We provided [redacted] with 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.
Regards,
[redacted] Netspend customer service representatives lie to their customers tell them that they are going to give them a $200 credit in 7 days and then they turn around and tell them 28 days and after that then they turn around and say they're not going to get a credit at all to speak to a customer service representative is so hard they put you on hold for a very long time they lie to you about direct deposit tell you that direct deposit hasn't came in from the US Treasury when other companies post your money into your account at 12 midnight this is the only company that does not post direct deposits at 12 midnightDesired Outcome/SettlementDesired Settlement: Store CreditNetspend has refused to give me my money back into my account they told me that they would put the money back into my account in 7 days and then they told me that it would be 28 days but before 28 days came they told me I would not get a credit at all netspend is the worst company ever

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim. On June 5, 2016, Mr. [redacted] reported unauthorized transactions that posted to his account. We immediately blocked his card to prevent any additional unauthorized use and...

ordered a replacement.  We opened a dispute claim and promptly began our investigation.  We also informed Mr. [redacted] of the investigation timeframes afforded under Regulation E.On July 20, we concluded our investigation with no credit being issued to Mr. [redacted] account because we did not find an error occurred.  Based on our investigation, we have reason to believe that the transactions were authorized and that Mr. [redacted] benefited from the transactions.  We reached out to Mr. [redacted] on July 21 to discuss the results of his dispute claim. A letter detailing the results of our investigation will be mailed to his address on file.  He should receive this letter within ten business days.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 additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, August 30, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning unwanted advertisements she has been receiving.   In response to this communication, we spoke with Ms. [redacted] on August 29, and explained her email...

address is not listed on any of the previous accounts she had with NetSpend.  We assured her that she has been opted out of receiving any marketing from NetSpend and her accounts are closed.  Ms. [redacted] agreed to forward any future advertisement to us so we can investigate the source of the emails and why they are using our NetSpend brand.    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]. Mr. [redacted] states that his account was closed, and NetSpend is sending his funds to the Social Security Administration. He’s requesting access to his funds. As mentioned in our response to Mr. [redacted]’s...

complaint [redacted], Our Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of Mr. [redacted]’s accounts on August 5, 2015. Mr. [redacted] is no longer eligible for NetSpend services as a result of these risk factors. We are unable to disclose our methods in determining risk factors, for security purposes. On September 24, 2015, we spoke with Mr. [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2nd. NetSpend no longer has the funds. NetSpend regrets any inconvenience that Mr. [redacted] experienced as a result of his account closure. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his Netspend card and the information requested to unblock it. Our Risk Management Team regularly monitors account activity 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 blocking of Mr. [redacted] account on May 10th, 2014.  The factors that lead to the account block are kept internal for security reasons. Mr. [redacted] provided documents to verify his information and our Risk Department removed the block on April 8th.The NetSpend packaging that the card comes with also has important information that notifies the consumer of basic fees that are associated with the card. This information is also available on our website.  On April 8th, 2016, I spoke with Mr. [redacted] by phone.  We issued him a partial credit for the fees assessed on his account and transferred his available funds to his Skylight account.NetSpend regrets the inconvenience Mr. [redacted] experienced with the fees charged to his account. 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the resolution of his disputes claim and his experience when speaking with our customer service. He is requesting a refund for the disputed transaction.We spoke with Mr. [redacted] on January 6,...

2016 and addressed his concerns. We have escalated his request to our Disputes Department for further review. We will contact Mr. [redacted] with an update once it is received. We apologize for the inconvenience Mr. [redacted] has experienced. 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

To Whom It May Concern:   Thank you for forwarding the additional comments on 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 a card account. We’ve reviewed Ms. [redacted]’ dispute claim and complaint that reimbursement was not provided. After review, we’ve determined that her claim was handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on April 25, 2017 by way of e-mail. We provided her with further insight on the dispute process. Thank you for bringing this matter to our attention. Ms. [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter.    Thank you,   [redacted] Customer Experience Specialist Netspend, a TSYS Company

Monday, May 2, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. During routine monitoring, we placed a temporary block on Ms. [redacted] account, on March 10, 2016, because we detected suspicious activity on her...

account. She contacted us two days later to confirm that there was an unauthorized transaction. Our Customer Service Department immediately blocked Ms. [redacted] compromised card and ordered her a replacement card by standard delivery.  On March 18, Ms. [redacted] requested the unauthorized transaction to be released since it was still in a pending status.  Our Customer Service Department released the pending transaction into her card balance and advised that the release is not a void or stop payment. On March 18, Ms. [redacted] contacted us to report an unauthorized ACH (Automated Clearing House) transaction that posted to her account.  We opened a dispute claim and promptly began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions under Regulation E. On April 15, Ms. [redacted] contacted us to dispute the unauthorized transaction that was released on March 18.  We opened a separate dispute claim and began our investigation.     Upon receiving her complaint, we spoke to Ms. [redacted] on April 26 and explained the dispute process and investigation timeframes.  On May 4, a provisional credit was applied until Ms. [redacted] second dispute claim is resolved.  An ACH dispute form was also sent to Ms. [redacted] to fill out and submit back to us so we can continue our investigation of her original claim.  We understand how frustrating it can be to experience unauthorized charges on our customer’s 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: Thank you for forwarding Ms. [redacted] complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on September 5, 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

Monday, July 10, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on July 10, 2017 by way of telephone. We emailed Ms. [redacted] the details of the actions to resolve her complaint on that...

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]. Ms. [redacted] states that she disputed an ATM transaction that did not dispense her cash. When she called after 12 days, she was told to fax in a disputes letter. She’s requesting the funds to be...

returned to her card. On September 4, 2015, Ms. [redacted] called our customer service to dispute an ATM transaction for $61.50 as a result of the funds not dispensing. Our customer service advised that her disputes claim would receive an initial update within ten business days, September 21st. On the tenth business day our Disputes Department provided an update that her claim was still under review. When Ms. [redacted] called our customer service back for an update, she was requested to send us a disputes letter and an ATM receipt that confirmed that no funds were dispensed. The additional information will aid our Disputes Department with the investigation of her disputes claim. Ms. [redacted]’s disputes claim will be resolved by October 19th at the latest. NetSpend understands that 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 the activation of her cards.   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 package and is visible to consumers prior to purchase.  Our packaging also informs that the person activating the card must be at least 18 years of age and that it is not a gift card.   On December 26, 2016, Ms. [redacted] attempted to activate a new NetSpend card account in her name, our Customer Service Agent informed her there has been a temporary block placed on the card account.  During routine monitoring, we placed a temporary restriction on Ms. [redacted]’s account on December 14, 2016, because we detected suspicious activity.  In order to remove the restriction, we requested Ms. [redacted] to provide us copies of her identification documents to verify her identity.   A member of our Corporate Response Team attempted to reach Ms. [redacted] on December 28, regarding the cards she purchased and the activation process.  Unfortunately, we did not have the opportunity to speak with Ms. [redacted]. We sent an email communication to Ms. [redacted] regarding the review of her documents we received.  Our records indicate that Ms. [redacted] requested the closure of all of the card accounts she purchased on December 28. A refund check for the remaining funds will be mailed to the address on we have on file.  Ms. [redacted] should receive these checks within 7- 10 business days.    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

Friday, December 23, 2016 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa Card Account she purchased. 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.  The NetSpend packaging also has important information that notifies the consumer of basic fees including Account Maintenance Fees of $5.95 that are associated with the Card Account per month if there is no activity, such as a purchase, cash withdrawal, load transaction, or balance inquiry for 90 days. This information is also available on our website.  A temporary Netspend Card Account was purchased on January 31, 2016, at WALMART with $50.00 loaded onto it. Ms. [redacted] contacted our Customer Service Department on December 18 to activate the card, but the card had expired since our temporary cards expire after 120 days. We advised Ms. [redacted] that we need to verify her identity information before a replacement card can be ordered.  Ms. [redacted] did not feel comfortable providing her personal information and requested that we activate the Card Account for ‘Limited Use’. 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 account will close and the card can be discarded because it cannot be reloaded. Ms. [redacted] proceeded to use the card, but our records show the card declined because it had not been activated by Ms. [redacted] for use.A member of our Corporate Response Team spoke with Ms. [redacted] on December 19. We explained our product features to Ms. [redacted], and as a courtesy, we refunded her account for the fees she was charged. Ms. [redacted] requested that we mail her a check for her remaining funds to the address on file. Ms. [redacted] should receive this check with 10 business days. We apologize for any difficulty Ms. [redacted] is reaching someone in our Customer Service Department. 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 a dispute claim on her  account.On April 2, 2016, Ms. [redacted] contacted us to report several unauthorized transactions that posted to her account.  We immediately blocked her...

compromised card and ordered a replacement card.  We opened a dispute claim and promptly began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.  On April 13, we concluded our investigation with no credit being issued to Ms. [redacted] account because we were unable to determine that an error occurred. We have reason to believe that the transactions were authorized and that Ms. [redacted] benefited from the transactions.  A letter explaining the dispute decision has been mailed to the address on file.  Our Risk Management Team closed Ms. [redacted] account on April 13 due to risk factors that were identified. These risk factors are not shared publicly for security reasons and Ms. [redacted] is no longer eligible for products managed by NetSpend.  A check for Ms. [redacted] remaining funds was mailed to her on April 19.On May 16, Ms. [redacted] refund check was returned back to us as undeliverable.  We updated her address and sent a new refund check on May 20.  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

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.
I ended up closing my account and choose not to do business with this company.
Regards,
[redacted]