Realcor Developments Ltd.

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning an email he received about a purchase made on a NetSpend Prepaid Visa Debit card.  He’s requesting that we contact the person who owns this card and correct the information. On February...

16, 2016, we reached out to Mr. [redacted] by telephone and email.  Unfortunately, we have not spoken with him, but will address his concerns when he returns our call.  The incorrect email address was removed from our cardholder’s account and he was contacted to provide correct information.  NetSpend apologizes for any inconvenience that Mr. [redacted] experienced as a result of the email he received. 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 a rebuttal complaint # [redacted] filed with your office by [redacted] states that he should received credit for his disputes claim because he instructed us not to send him a card to access his funds. He wants the credit from his original claim. The review of the calls on the day [redacted] disputed the ATM transaction for $102.50 had no instructions not to send a card. In fact, he confirmed the address where the card was supposed to be sent. We told him to expect the card in 7 – 10 business days. As we stated in our previous response, we paid out his first disputes claim for $102.50 on March 31, 2015. On April 15th, [redacted] reports the replacement card we sent him from the first disputes claim was also compromised, and he disputes four transactions that occurred the same day the card was activated. We closed the second disputes claim on April 29th with no error found. No payout was given for the disputed items totaling $105.04. Someone was able to get the card delivered to his address, use his user name and password to logon to his personal account center, and use the PIN to complete transactions. We have spoken to [redacted] and explained our decision. He has been given my contact information so he can call for assistance in protecting his account. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by Ermalinda [redacted]l concerning a card she is unable to activate without sending identity documents.  She’s requesting a refund of her money.  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]l attempted to activate a NetSpend card on February 16, 2016, but her information did not automatically approve and additional information was needed to fully activate her account.  Our Customer Service requested for her to send identity documents so we could manually approve her account.  The documents she provided were unacceptable for approval.  On February 23rd, we reached out to Ms. [redacted]l by telephone and email.  We corrected the spelling error in her name and the account information automatically approved.  We spoke with her on March 1st and activated her card for use.  NetSpend regrets the inconvenience that Ms. [redacted]l experienced while attempting to activate her card / account.  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

Wednesday, July 20, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on his account. On July 14, 2016, Mr. [redacted] received a merchant refund from Wal-Mart. A systemic block was placed on the 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 Visa Processing Rules. For security reasons, the Card Account also remains blocked until we receive the original purchase receipt and can validate the refund.In response to his communication, we spoke with Mr. [redacted] on July 18, and we requested the original purchase receipt.  Our Risk Management Team is currently reviewing the documents Mr. [redacted] submitted and we will provide him with an update once our investigation is complete.  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: Thank you for forwarding Ms. [redacted] complaint to us. We reviewed Ms. [redacted] account and were unable to research the complaint using the information she provided. We attempted to reach Ms. [redacted] by phone and email on June 28 and June 30 but unfortunately, were unable to speak...

with Ms. [redacted]. Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. [redacted] will attempt to reach Ms. [redacted] again on July 3. 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]. Ms. [redacted] states that her card transactions were charged fees when she was supposed to be on the $5 fee plan. She wants to be refunded the fees she was charged before the fee plan started. On July...

15, 2015, we spoke with Ms. [redacted] concerning the Fee Advantage Plan (FAP). We apologize for any unprofessional behavior from our representatives. The FAP is offered to our Premier cardholders once they receive a qualifying direct deposit to the account. The monthly $5 FAP fee waives the $1 credit transaction fee and the $2 debit transaction fee when using the card. We explained the balance checks and the ATM fees are not covered under the FAP. We refunded her fees that were covered by the plan. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the Fee Advantage Plan. 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:   We received complaint # [redacted] filed with your office by [redacted] concerning his blocked card account.    On December 15, 2016, Mr. [redacted] contacted our Customer Service Department to inquire about a transaction amount he disagreed with that...

occurred on his account.  Our agent blocked Mr. [redacted] card to prevent any further transactions and advised him the transaction was still in pending status.  Mr. [redacted] would need contact us once the transactions posted to his account to open a dispute claim.  Mr. [redacted] contacted us back later that day because he attempted to use his card and discovered it was blocked.       Mr. [redacted] informed us on December 15, that the transaction on his account was authorized by him.  The representatives he spoke with explained that his card would not be able to be unblocked.  Mr. [redacted] spoke with a supervisor that afternoon and his card account was unblocked for use.    A member of our Corporate Response Team spoke with Mr. [redacted] on December 16, and he explained the conversation that he had with our agent that he was inquiring about the transaction and was not informed his card account would be blocked.  Mr. [redacted] confirmed he requested to close his account, and he will receive a check for the remaining funds within ten business days to the address on file.    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 Team NetSpend, A TSYS Company

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the disputes claim
that she opened for unauthorized transactions that were made on her
account.  She’s requesting to be refunded
for the unauthorized transactions. On November 24,...

2015, Ms. [redacted]
disputed three unauthorized transactions that occurred on her NetSpend card that
same day.  We informed her that an update
would be provided within ten business days, December 9th.  On the tenth business day, our Disputes
Department closed the claim with no error found on the disputed transactions,
and no funds were reimbursed to the account.  Ms. [redacted] requested the documents used to support our claim decision and
they were mailed to her on December 15th.  We spoke with Ms. [redacted] on December 17th concerning the closed disputes claim.  We
have requested a review of the claim by our Disputes Department.  We will convey the results to her after the
review is complete.  NetSpend regrets the
inconvenience that Ms. [redacted] experienced as a result of the disputes claim
decision. 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 a block that was placed on her new card that
she purchased.  She’s requesting to be
reimbursed for the funds that were deposited to her new card.  Our
Risk Management Team regularly...

monitors our customer’s accounts in efforts to
prevent compromising activity, or unacceptable account usage. Our Risk
Management Team identified risk factors that led to the closing of Ms. [redacted]’s
accounts on November 9, 2012.  She is no
longer eligible for NetSpend services due to the risk factors that were
identified. When Ms. [redacted] attempted to activate her new card on October 22,
2015, our system automatically blocked it as a result of the previous events.  A request has been submitted to send a refund
check to Ms. [redacted]’s address on file which will be delivered within 20 business
days.  On October 29th, we
reached out to Ms. [redacted] by telephone and email, but have not had the
opportunity to speak with her. We will address any concerns with her if she
returns our call or e-mail. We regret any inconvenience Ms. [redacted]
has experienced while attempting to activate 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 Team NetSpend, a TSYS Company

Tuesday, June 27, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’ complaint # [redacted] to us. We are sorry to learn Ms. [redacted] experienced a long hold time when trying to block her lost card.  Our customers can also block their cards in the automated...

telephone system and through the online account center.  After review, we confirmed that Ms. [redacted] received and activated a temporary card.  A permanent card has been expedited to Ms. [redacted]’ address on file and should be received in the next few days.We attempted to reach Ms. [redacted] by phone on June 23, 27, 29, 2017, but unfortunately, we were unable to speak with her. We emailed Ms. [redacted] details outlining the actions we took to resolve her complaint on June 27. 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

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]

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]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning his direct deposit.   On September 13, 2016, Mr. [redacted] received a direct deposit under the name [redacted], to his account.  Because the name on the deposit did not...

match the name on Mr. [redacted]’s account, the deposit was placed in a pending status.  On September 14, the deposit was returned back to the originator.  Once a deposit is returned, it can take up to 6 business days to be received.     In response to his communication, we attempted to contact Mr. [redacted], but we were unable to speak with him.  A letter confirming that his deposit was returned and not posted, has been sent to him for his records.   We apologize that Mr. [redacted] had a bad experience with our customer service agents. We have notified the Management Team of the customer service agents that assisted him to review their actions concerning placing his calls on hold and transferring his calls to a supervisor.   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, May 26, 2017 To Whom It May Concern:Thank you for forwarding Ms. [redacted]’ additional comments on 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 Ms. [redacted]’ dispute claim and complaint that it was closed with no error found. After review, we’ve determined that her claim was handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on May 25, 2017 by way of telephone. We provided her with further insight on the dispute process. Thank you for bringing this matter to our attention. 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 activation of his 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 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 January 7, 2017, Mr. [redacted] attempted to activate his new NetSpend Card Account.  Mr. [redacted] did not supply the required identity information, so we could not automatically verify and approve the Card Account.  We requested Mr. [redacted] to provide copies of his identification documents to verify his identity manually in order to approve the Card Account.   A member of our Corporate Office attempted to contact Mr. [redacted] on February 13, 2017 to discuss his Card Account, but we have not had the opportunity to speak with him.  Mr. [redacted] corresponded by email that he would like his account closed and refund check mailed. We informed him that a check will be mailed to the address on file and he should receive it within ten business days.    We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you,   [redacted] Customer Experience Specialist Netspend, a TSYS Company

Wednesday, May 3, 2017To Whom It May Concern:Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. We reviewed Mr. [redacted] compromised Card Account and his recovered funds.  We attempted to reach Mr. [redacted] by phone and email on May 3, but unfortunately, we were unable to...

speak with him. We emailed him details on his recovered funds being returned to the Veterans Administration.  A check for his Savings Card Account balance was mailed to his address on file.  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 Card 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 Specialist Netspend, a TSYS Company

Wednesday, February 17, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized bill pay transactions on her NetSpend account. She’s requesting to have the funds returned to her account.  On February 17, 2016, we...

spoke with Ms. [redacted] and addressed her concerns.  She informed us that someone stole her laptop computer and used her login to set up a recurring payment deducted from her account.  We assisted her with stopping the payment schedule going forward and a case has been started to dispute the last payment deducted from Ms. [redacted]’s account.  Since she had other sensitive information stored in her laptop, we recommended that she contact the Federal Trade Commission to report identity theft at [redacted] or visit the website, [redacted]  The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of having her computer stolen. 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 Tell us why here...

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card she received as a gift. The card Ms. [redacted] received was a reloadable, prepaid debit card and not a gift card. This type of product is intended for...

individuals who wish to have access to an electronic form of payment, but would like an alternative to a traditional bank account. We understand that because the card was given to Ms. [redacted] as a gift she may not have seen the original card package which states “This is not a gift card” on the front of the package. The most common fees for using the card and for maintaining the account, including Account Maintenance fees, are also provided at the time the card is obtained. When  Ms. [redacted] contacted us on October 20, 2016,  to activate her card we explained that Account Maintenance fees were charged to the card because there was no activity on the account for 90 consecutive days. A member of our Corporate Response Team spoke with Ms.[redacted] on October 20. As a courtesy, we refunded the Account Maintenance fees previously charged to Ms. [redacted] card. At Ms. [redacted] request, we closed the card account, and we will mail her a check for $50.00 to her address on file. Mr. [redacted] should receive this check with ten 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 TeamNetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. Attrill on December 13, 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

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 have been waiting two months for this return and I doubt that the post office made an error everytime the check was mailed.  I have given the correct mailing address each time and I have received all other mail correctly except for the NetSpend refund check. No other business has had difficulty in reaching me. I don't feel assured that I will ever receive this check.  I would like to request that the Revdex.com keep in touch with me and keep this case open until I actually receive the check. 
Regards,
[redacted]