Realcor Developments Ltd.

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the cards she received to her address.  She’s requesting information on how much she can withdraw from her account.  On March 1, 2016 we reached out to Ms. [redacted] by telephone and email.  We are glad to learn she received both cards we sent to her.  She can have up to three active cards at a time.  She now has a spare in case one gets lost.  The normal delivery time for our cards is 7 – 10 business days.  This is not an expiration date.  NetSpend has no control over the US Postal Service deliveries.  When Ms.  [redacted] returns our call, we will discuss her card withdrawal limits.  Her ATM limits are $325 per transaction.  This includes the amount withdrawn, the ATM owner’s fee, and the $2.50 NetSpend fee.  The maximum ATM withdrawal amount per day is $940.  The card transactions have a limit of $4999.99 per 24 hour period from the last transaction. This limit also includes over-the-counter withdraws inside of a local bank. NetSpend regrets any inconvenience that Ms. [redacted] experienced with her cards and transactions. She has been given 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 # 10873017 filed with your office by [redacted] concerning her attempts to change
her last name on her NetSpend account.  She’s requesting the account to be updated and to have her account
reopened.  On October 29, 2015, we contacted...

Mrs.
[redacted] about her NetSpend account and resolved all of her concerns.  Her account is now reopened, and her last name
is updated on the account. NetSpend
apologizes for the inconvenience that Mrs. [redacted] experienced while attempting
to update her information. We appreciate her being a long time customer with
us.  She has been given our 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 her direct deposit. On June 23, 2016, Ms. [redacted] called to inquire about her direct deposit. We explained the ACH (Automated Clearing House) deposit will post to her account within the hour of...

us receiving it from the sender. Ms. [redacted] deposit posted later that night and we sent her a deposit notification to her email address. We spoke with Ms. [redacted] on June 27, and discussed the posting times of her direct deposit. We explained the ACH process of receiving the direct deposits. We are investigating the different posting times she views from the online account center. We will report the results of our investigation directly to Ms. [redacted]. 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 [redacted] concerning a block that took place on his card that was caused by a previous negative balance.  He’s requesting the block to be removed in order to access his funds.  On January 29, 2016,...

a direct deposit arrived for posting to [redacted] account.  Our system recognized that he had a previous negative balance for more than 180 days, and it automatically blocked the account. Mr. [redacted] was advised that his past due amount would be recovered from the recent deposit.  Since that deposit only covered a partial amount of the negative balance, the blocked remained on the account.  His next deposit arrived on February 3rd and the block was removed two days later.     We reached out to Mr. [redacted] on February 11th by telephone and email.  We will address his concerns when he returns our call.  NetSpend regrets the inconvenience that he experienced while attempting to use his card.  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, December 08, 2017To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. 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. 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.We attempted to reach Mr. [redacted] by phone and email on December 5 and December 8, but unfortunately, we were unable to speak with him. We emailed Mr. [redacted] a letter on December 8 outlining our actions to resolve his 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 AnalystNetspend, a TSYS Company

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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check. On June 11, Mr. [redacted] loaded funds to his new NetSpend card. Mr. [redacted] later requested a refund check for the available balance on his account, but the closure was not...

completed. Upon receiving his complaint, we spoke with Mr. [redacted] on June 14 to obtain his card information. We collected his name and address so the available balance could be mailed to him in the form of a refund check. Mr. [redacted] will receive his refund check 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 agent 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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her account. Ms. [redacted] expressed her dissatisfaction when speaking to our agents and would like to know information concerning the closure of her account. Our Risk Management...

Team regularly monitors cardholder accounts 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 closing of Ms. [redacted]’s account on January 30, 2016. She is no longer eligible for NetSpend services due to the risk factors that were identified. Ms. [redacted] will be unable to open another account through programs that are managed by NetSpend. On February 2, 2016, we spoke with Ms. [redacted] and addressed her concerns. We also submitted a request to mail her a check for the remaining balance on her account. She should receive the check within 10 business days. NetSpend regrets the inconvenience that Ms. [redacted] experienced with her account closure. We have provided 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]. Mr. [redacted] states that his card was blocked and he had no access to his funds. He wants the fees returned to his card. On May 2, 2015, PayPal Ebay collected $122.51 from Mr. [redacted]’s card. He disputed...

that charge on May 12th as card compromised. We blocked the card immediately as a protection and ordered him a replacement. We informed him that we would provide an update for the disputes claim within ten business days, May 27th. No letter of disputes was received to explain the circumstances pertaining to his claim. The provisional credit was denied on the tenth business day. The next status update on his disputes claim will be on June 26th. NetSpend understands the disputes process can be a lengthy one. We appreciate Mr. [redacted]’s patience while we attempt to retrieve his funds. We have provided him our contact information should he have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, July 12, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account. On July 7, 2016, Ms. [redacted] attempted to activate her card.  Our system recognized that she had a previous negative balance and we...

automatically blocked the account until the balance could be recovered. In response to this communication, we have made several attempts to contact Ms. [redacted] to discuss options for removing the account block.  On July 12, 2016, the block was removed from her new account after we recovered the negative balance from Ms. [redacted]’s previous account.  Ms. [redacted] can now access the funds on her card.  We have provided Ms. [redacted] with our contact information should she have any additional questions. Thanks,
[redacted] Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that there are charges for purchases when he uses the NetSpend card. He wants to get his money off the card and be refunded for fees. On March 10, 2015, Mr. [redacted] selected to have his income tax return deposited to the NetSpend card. The terms of the card are available online for viewing when the selection is made and before the card order is confirmed. We mailed a card to Mr. [redacted] and included a hard copy of the card terms. His deposits were posted on March 16th and 30th. He activated his card on May 27th. He was under the Premier Fee Advantage Plan that allows him to use the card for credit and debit transactions for a single monthly fee of $5. The first assessment of the fee would be a month after the card is activated. He never paid the monthly fee. Mr. [redacted] removed all of his remaining funds from the card on June 22nd by an over-the-counter transaction at a bank. The fee for this transaction is $2.50, which is not covered under the Premier Fee Advantage Plan. NetSpend regrets the inconvenience that Mr. [redacted] experienced while using 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

Thursday, March 22, 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 March 22, 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: the business keeps emailing me the same link to share my paypal account with the netspend account, which never works. Then they blame paypal. I have already done a conference call with paypal and netspend in which it was determined that the issue is with netspend. Sending me the same instructions that do not work repeatedly does not fix the issue. This matter remains unresolved. Please organize phone time with me via email. Thank you.
Regards,
[redacted]

Thursday, October 5, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on October 3, 2017 by way of telephone. We informed Ms. [redacted] by email on October 5, of 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On March 24, 2016, Ms. [redacted] contacted us to dispute a transaction from Western Union. We immediately opened a claim and began our investigation.  We also informed Ms....

[redacted] of the investigation timeframes afforded to financial institutions under Regulation E. Upon receipt of her complaint, we reached out to Ms. [redacted] on April 25 to discuss her dispute claim.  We confirmed that a credit from Western Union has not been received. We provided Ms. [redacted] with her transaction history to confirm that a credit has not arrived.  We will have an update on Ms. [redacted] dispute claim on May 23. 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, December 19, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s 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]’s 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 December 15, and 18, 2017 by way of telephone. We informed Ms. [redacted] by email of 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

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 June 15, 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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On February22, 2017, Ms. [redacted] contacted our Customer Service Department regarding an ATM transaction that did not dispense the funds and posted to...

her Card Account.  We promptly opened a dispute claim [redacted] and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.    A member from our Corporate Office spoke with Ms. [redacted] on March 2, and explained the dispute process.  We informed her that the next update for her claim [redacted] will be available on March 8.     We apologize for the misinformation that Ms. [redacted] received from our Customer Service Department.  We have reported this incident to the management staff of the customer service agents she spoke with.   Ms. [redacted] has been provided with our contact information should she have any additional questions or concerns.    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 that he’s experiencing with the disputes claim timeframe. He’s requesting a refund for the disputed ATM transaction in a timely manner.  On January 26, 2016, Mr....

[redacted] disputed an ATM transaction that only dispensed $280 out of the $400 requested.  When he spoke with customer service, he was informed that an update would be provided within 10 business days. NetSpend is in accordance with Regulation E Guidelines for Electronic Funds Transfers when resolving disputes claims. It can take up to 10 business days for an initial review of the claim. However, if more time is required to review the claim, or if we need to provide the merchant with reasonable time to respond to our claim, the disputes timeframe could be extended to 45 days to finalize. Our Disputes Department will have an update for Mr. [redacted] by February 9th. If more time is needed to research his claim, our Disputes Department will determine if he’s eligible for a temporary credit.  We spoke with Mr. [redacted] on January 28th to address his concerns.  We informed him that the Disputes Department will review his transaction for errors since his receipt shows $400 was dispensed.  NetSpend understands that the disputes process is lengthy, and we appreciate Mr. [redacted]’ patience as we attempt to retrieve his funds. We have provided him 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 that activation of her new card account.   On December 18, 2016, Ms. [redacted] ordered a NetSpend card online.  The card was shipped standard delivery US Postal Service 7 – 10...

business days.  Ms. [redacted] contacted our Customer Service Department to order a second card on December 27.  That card was shipped with the same standard delivery timeframe.  Ms. [redacted] activated the first card on January 4, 2017.    On January 6, a test deposit posted to Ms. [redacted] card account for $0.42 cents.  It was followed by a $50.00 deposit, four hours later.    A member of our Corporate Response Team reached out to Ms. [redacted], to discuss the activation process and the test load experience, she was unavailable at that time.  We emailed Ms. [redacted] detailed information regarding the company that provides the instant bank transfer and provided the telephone number.  We encourage Ms. [redacted] to contact our Corporate Office and let us know if she needs additional assistance with this feature.    We apologize for the service that Ms. [redacted] experienced with our Customer Service Department.  We appreciate Ms. [redacted] notifying us of this issue.  We were able to identify the agent that assisted her and have notified their management team so the proper coaching and/or disciplinary action can be taken.   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