Realcor Developments Ltd.

Tuesday, September 20, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her pending transaction. On September 11, 2016, Ms. [redacted] contacted our Customer Service Department to report that her card transaction with Zales.com had been...

cancelled and she wanted the funds returned to her available card balance. On that same day, we informed Ms. [redacted] to send in documentation that showed the merchant did not intend on collecting the funds. If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. This requested confirmation is 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. In response to this communication, a member of our Corporate Response Team spoke with Ms. [redacted] on September 20, to explain why the documents she sent were insufficient to release the transaction. We made a conference call to the merchant and verified that the transaction had been voided in their system and they will not be collecting. If the merchant mistakenly collects on the original transaction, Ms. [redacted] will need to dispute the transaction in order to recover the funds. NetSpend’s release of the pending authorization is not a void or cancel of the charge. 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]. 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, October 15, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a disputes claim she opened against an unauthorized transaction.  She’s requesting a full refund and a reimbursement for a $25 return fee she was charged.  On...

October 15, 2015, we reached out to Ms. [redacted] by telephone and email concerning her transaction with AAA Membership Renewal.  We have yet to speak with her, but will assist with her concerns when she calls back.  The transaction was pending when she first called to dispute the charge, meaning the funds had not been collected by the merchant.  The disputes claim can be initiated once the merchant collects to funds.  This is a merchant that Ms. [redacted] has previously given the card number to use.  When she calls back, we will gather further details on the disputes claim so it can be properly filed against the merchant.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with her disputes claim.  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]. Mrs. [redacted] states that she never received a NetSpend card and the tax return that was deposited to the card was stolen. She wants to receive her money back. On April 8, 2015, Mrs. [redacted] called to report...

she never received the card we rushed to her address. She disputed all items that were purchased with that card. Since this was a new account, the disputes claim update would be given in 20 business days, May 6th. On the twentieth business day we closed the disputes claim with no error found. A disputes closure letter was mailed out to Mrs. [redacted]. We have requested that the documents used to arrive at our decision be mailed to her. NetSpend regrets the inconvenience that Mrs. [redacted] experienced with the reported theft of her money. 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

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. However it still does not make any sense. I have not applied for any cards online in almost 3 years. Even if I did, and I did opt in to receive other offers (which I did not) it wouldnt just now all of a sudden almost 3 years later send an offer. This situation is much more recent in terms of a card offer being sent to my current address. Only residing here for about 2 years. Something is not adding up, either someone has aquired my information or "Netspend" is not telling me something. I would like much more, in depth information about my situation.Regards, [redacted]

To Whom It May Concern: We received additional comments on complaint # 11006199 filed with your office by [redacted] regarding her request to receive a refund check with her remaining account balance.    We spoke with Ms. [redacted] on December 29, 2015 and addressed her concerns. The check that was mailed to her address on December 2nd was voided, and a new check was mailed on January 7, 2016. Ms. [redacted] has 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 additional comments on complaint
# [redacted] filed with your office by [redacted] concerning a resolution on his open
disputes claim for a transaction that did not go through in the store. On the
tenth business day of Mr. [redacted]’s disputes claim, a provisional credit was
issued for the transaction with [redacted] in the amount of $58.65.  The claim is still ongoing with our Disputes
Department, and will be resolved by December 21, 2015.  No further action will be required by the
resolution date as long as the claim is successfully won. NetSpend
understands that the disputes process can take some time to resolve, and we
appreciate Mr. [redacted]’s patience as we strive to recover 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

We received complaint # [redacted] filed with your office by [redacted] concerning her son’s card.We are required 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 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 provided on the outside of the card packaging.   On September 9, 2015, [redacted]’s son purchased a NetSpend card loaded it with $50.00.  Since the card purchase, there was no activity on the account until [redacted] contacted us on May 7 to activate the card.   We asked [redacted] to send us copies of her identification documents to manually approve her account.  [redacted] declined to send any documents. Upon receipt of her complaint, we spoke to [redacted] on May 7 to discuss her son’s account.  We refunded the account maintenance fees that were assessed and requested a refund check for the full balance.  [redacted]’s son should receive this check within 10 business days.  We apologized for the poor service that [redacted] experienced with our Customer Service Department.  We have reported these incidents to the management staff of the customer service agents she spoke with.  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 the inconvenience she experienced with the closure of her account and the pending of her remaining funds. 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 Ms. [redacted] account on February 17, 2016.  She is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasons. The remaining funds have been pended waiting for a review by the Internal Revenue Service, which can take up to six weeks.  The IRS will determine if the remaining funds should be returned to them or released back to Ms. [redacted].     We spoke with Ms. [redacted] on March 15th and addressed her concerns.  I informed her that it can take up to six weeks for the review process to be completed with the IRS. NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the closing of her account. 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] concerning the transfer she attempted from [redacted] to her PayPal Pre-paid card.  She requests to have access to her funds sooner than 180 days. On February 2nd, we contacted Ms. [redacted] by...

phone in order to address the customer service concerns she was referencing.  NetSpend manages the PayPal Prepaid Debit MasterCard.  The situation Ms. [redacted] described in her complaint is not a PayPal Pre-paid policy.  We referred her to contact PayPal directly. NetSpend regrets the inconvenience Ms. [redacted] experienced with recovering her funds from PayPal.  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

Complaint: [redacted]
I am rejecting this response because: every time I have tried to contact the netspend company they tell me that someone will get back with me in two business days on the march 23rd incident they tried contacting an old number and then told me I had to wait two more days then on march 28 Mr. [redacted] contacted me by email in which I was promised a phone call and that email was sent at close to 6pm that day.  Today which is March 29th I talked to Mr. [redacted] and was informed the reason they denied my dispute is because they claim when I was released I used the exact same pin that the person that stole my card used when in fact thats false.  When I got out of jail on 8/11/15 I called netspend the very next day to make the complaint and I did not have the card number to even speak with anyone, the records should show I had to use my name ssn and address just to get a representative to speak with me and replace my card. I told this to Mr. [redacted]a and he insisted I used the pin someone else made and said that netpespend feel I had something to do with the money coming up missing, why would I go file a police report on someone if I asked them to get my money off my card? I even had to pay Social Security all the money back not knowing why. I asked If there was any way to show proof that I [redacted] dialed in that pin because netspend is making false accusations in order not to pay me my money and it isn't fair that they can just go off their word and show no proof because my right hand to god the only way I got through to them is with my name and social security number dob and address. I just today sent Mr. [redacted]a more info regarding my arrest but was told he still doesn't think they will give me my money back but he will look at the additional documents. I would like to see with my own eyes how I dialed in a pin I didnt know. as of today when I call netspend it says I have multiple cards on file so how is it possible to know the numbers to a card that was stolen and know the pin? Id like to see the proof and dated showing I put in a pin. Netspends computer system is either rigged or not properly working to show just how a person talked to a representative because I most definitely did not use a pin on august 12, 2015. I believe they are making up anything not to pay me my money back when I clearly sent proof I was in jail and proof I even filed a police report to capture the person responsible for taking my money. I just dont understand how a company so well known will deceive its customers and just be able to tell me I put a pin in when in fact their covering up the truth and cant send me or your company proof that I used a pin to get in the system. the sent paperwork showing all the transactions but I need to see that day that a pin was used because that documnet is fabricated if in fact it shows something that is clearly impossible for me to do. 
Regards,
[redacted]

Thursday, August 18, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning the Refer-A-Friend bonus associated with his NetSpend Prepaid Debit Card.    On July 26, 2016, Ms. [redacted] ordered a NetSpend card through our...

website.  Ms. [redacted] activated her card on August 5, and made a cash load that same day.  On August 7, the referral code that Ms. [redacted] was given by the person whom referred her, was entered into our data base.  Ms. [redacted]’s account did not qualify for the bonus only because the card was activated using a different method instead of the emailed link with instructions about ordering and activating a card the meet the requirements for the Refer- A- Friend program.    We spoke with Ms. [redacted] on August 16 and verified the referral code she was provided and issued the Refer-A –Friend credit to her account.    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] Customer Response Team NetSpend, A TSYS Company

To Whom It May Concern:   Thank you for forwarding Mr. [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’ve reviewed Mr. Wells’ dispute claim and we’ve determined that his claim was handled correctly.   As you requested, we addressed this matter directly with Mr. Wells on January 30, 2018 by way of email.  We provided him with further insight on the dispute process.  We emailed him a letter on February 02 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 Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On February 18, 2016, Mr. [redacted] contacted us to dispute an authorized transaction that posted to his account. We immediately opened a dispute claim and began our investigation....

We also informed Mr. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E. We concluded our investigation on May 5, and no credits were issued because we were unable to identify that an error occurred. The merchant provided documents to validate that the transaction was authorized by Mr. [redacted]. Upon receiving his complaint, we spoke with Mr. [redacted] on May 24 to discuss 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her daughter purchased a Western Union NetSpend card but could not activate it because she is a minor. She is trying to get her daughter’s money returned. On July 13, 2015, we...

reached out to Ms. [redacted] by telephone and email. The NetSpend card packaging informs the buyer that the person activating the card must be at least 18 years of age. She returned the email informing us that she has already been assisted. A check is being mailed to her daughter. They will receive the check within 20 business days. NetSpend regrets the inconvenience that Ms. [redacted] and her daughter experienced while trying to activate the card. 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 her transaction history statements.   On February 16, 2017, Ms. [redacted] contacted our Customer Service Department and requested a copy of her transaction history.  We...

informed Ms. [redacted] of the timeframe she should expect the transaction history to be sent.     On February 23, Ms. [redacted] reached out to us to inform she had not received the statements she requested.  A member from our Corporate Office spoke to Ms. [redacted] on February 28 and apologize for the delay in receiving her account history.  We emailed the statements to her email address on file and waived the processing fee.   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 was told from the corporate office that if I didn't provide the company the credit card number that it was impossible for them to remove me from their advertising lists and I would still receive advertisements because my account was "open".  I can see that I will not be getting a satisfactory response from Netspend.I am disappointed that in this day and age when we have so much identity theft taking place that companies would not want to thwart any risks of it happening!
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the timeframe to receive her money back for disputed transactions. On February 22, 2016, Ms. [redacted] called to inform Customer Service that the transactions from the day were...

unauthorized by her and she wanted to dispute all the charges.  Customer Service disputed all the transactions from February 22nd where the merchant had collected the funds.  Some of the unauthorized charges were still pending so Ms. [redacted] called back the next day to dispute the additional transactions.  Our Disputes Department updated her claim on March 7th with the final date of June 6th for the foreign transactions. No temporary credit was issued because the claim included authorized transactions where the card number was given to the merchant by Ms. [redacted].  We spoke with Ms. [redacted] on March 17th to address her concerns.  We reviewed her disputed items and she clarified the ones she intended to dispute.  Our Disputes Department reviewed her claim and removed the authorized items that were collected on February 22nd.  A temporary credit was issued to Ms. [redacted]’ account.  As long as Ms. [redacted]’ dispute claim is successful, no further action will be required on the final date because she has already received the credit.  NetSpend understands the disputes process can be lengthy.  We appreciate Ms. [redacted]’ patience as we attempt to retrieve her funds.  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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.We appreciate Mr. [redacted] additional comments.  We issued a provisional credit to Mr. [redacted] account on October 17, while we continued our investigation of his claim [redacted]. Our records indicate that merchant, HOTELS.COM refunded Mr. [redacted] account for $62.63 on October 1. We also issued a provisional credit on October 17, while we continue our investigation of his claim [redacted].  Both Mr. [redacted] claims are scheduled to be finalized by the end of the day on November 16.  The results of the investigation will be sent to Mr. [redacted] in writing within 3 business days of completing our investigation. We spoke with Mr. [redacted] on October 17, to further address his concerns. We ordered him a replacement card on October 17 to be expedited at no charge. Mr. [redacted] activated this card on October 20 and has full access to his fundsWe 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]. Ms. [redacted] states that $1550.00 is missing from her NetSpend card. She wants the money refunded to her card balance. On September 10, 2015, we reached out to Ms. [redacted] by telephone and email. We...

spoke with her mother who was going to relay our message. In order to dispute charges on Ms. [redacted]’s card, we will need the specific dates, amounts, merchant names, and reasons why she feels that there is an error on the transactions. We will assist Ms. [redacted] when she contacts us. Her mother is not listed on the account, and for security reasons we must speak with [redacted] in our efforts to file a disputes claim for her. NetSpend regrets the inconvenience Ms. [redacted] has experienced as a result of missing funds from her account. 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