Realcor Developments Ltd.

To Whom
It May Concern:We received complaint # 10925986 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 October 15,...

2015, Ms. [redacted]
disputed twenty one unauthorized transactions that occurred on her NetSpend card
between June 29th and September 4th.  We informed her that an update would be
provided within ten business days, October 29th.  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.  On the same day a letter was mailed to her with the results of our
investigation.  We reached out to Ms.
[redacted] on November 9th by telephone and email.  Unfortunately, we have yet to speak with her,
but will address Ms. [redacted]’ concerns when she contacts us back.  We have requested for our Disputes Department
to mail the documents to Ms. [redacted] that support the claim decision. NetSpend
regrets the inconvenience that Ms. [redacted] experienced as a result of the disputes
claim decision. 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]. Ms. [redacted] states that she disputed unauthorized charges done in Mexico and she lives in Florida. She wants her funds returned in a timely manner. On June 1, 2015, Ms. [redacted] reported the misuse of...

her card and she disputed charges as unauthorized by her. Some of the charges were still pending so she called back on June 5th to dispute the remaining unauthorized transactions. We paid out both of her disputes claims on June 8th. We also refunded the foreign transactions fees on that date. A disputes closure letter was mailed to her address. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the misuse of her 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]. Ms. [redacted] states that NetSpend is letting Teldebt take money out of her account. She wants her money back. On July 1, 2015, we spoke with Ms. [redacted] concerning the transaction with Teldebt for $120.00. ...

The merchant charged her card on the morning of June 22nd, but never collected the funds. The money was returned to her card balance that afternoon. We apologize for the misinformation she received on stopping a transaction with a merchant. We cannot stop a pending transaction with a merchant. We can stop future charges by blocking the card number used by the merchant. NetSpend regrets the inconvenience Ms. [redacted] experienced as a result of the pending charge on her 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

Tuesday, December 27, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by Justin [redacted] concerning a refund check he has not received.On November 4, 2016, Mr. [redacted] purchased a temporary Netspend Card Account at WALMART with $150.00 loaded onto it. Mr. [redacted]...

contacted our Customer Service Department to activate his Card Account, but our system was not able to automatically verify his identity with the information he provided and we requested Mr. [redacted] to send copies of his identity documents. We received Mr. [redacted]’ documents, but unfortunately, we were unable to approve them.  On November 9, our Risk Management Team closed Mr. [redacted]’ Card Account due to risk factors that were identified with his Card Account activity. These risk factors are not shared with consumers for security reasons and Mr. [redacted] is no longer eligible for products managed by NetSpend. On November 15, we mailed Mr. [redacted] a refund check for his remaining account balance to the address on file. On November 21, Mr. [redacted] contacted us because he had not received his check. We informed Mr. [redacted] that we could not issue a new refund check until we can confirm the original check was not cashed or returned back to us.  On November 30, we received Mr. [redacted]’ check returned back to us as undeliverable. On December 22, Mr. [redacted] contact us to update his address.A member of our Corporate Response Team spoke with Mr. [redacted] on December 27, regarding his missing refund check. We confirmed that we have his correct address and that we are mailing him a new refund check. Mr. [redacted] should receive his check within 10 business days.We apologize any difficulty Mr. [redacted] has been caused by not having received his check yet. 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 her tax refund status.   On February 24, 2017, Ms. [redacted] contacted our Customer Service Department to inquire about the status of her tax refund.  Our Customer Service Agent...

informed Ms. [redacted] that we had not received her tax refund.  On February 25, we also provided Ms. [redacted] her account and routing number.   On February 28, a member from our Corporate Office spoke with Ms. [redacted], and she informed us that she was previously assisted and had no other concerns. Our records indicate that Ms. [redacted] received her direct deposit from her employer on March, 01.  We were unable to locate another Card Account in her name that received a tax refund in 2017. We provided this information to Ms. [redacted] via email.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Customer Experience Specialist NetSpend, a TSYS Company

Complaint: [redacted]
I am rejecting this response because:I will keep fighting this claim. I have never dealt with a customer service team such as heartless. I will not accept anything other than the apology necessary for the poor customer service experience. I do not want any other communication from this company if it is not a written apology for my treatment. I will also be posting about the company all over social media since I’m still not being treated like a human being. This will be the last deposit from my employer. I’m done with this company and will happily advise everyone not to use them! So I will continue this fight until I receive a written apology on this website. I will refuse all replies and mail from them. They can fk off. I will continue to reject until I am comfortable with the resolution whether I have to continue this claim or file others. My time and concerns were not handled as they should have been so I have no problem continuing so NetSpend has to spend their precious time responding to me now  :)
Regards,
[redacted]

To Whom It May Concern:   Thank you for forwarding Mr. [redacted]’s complaint [redacted] to us.   When suspicious activity was detected on Mr. [redacted]’s card we blocked it to protect his funds.  We expedited him a replacement card with a different number. He activated the replacement...

card on December 26. 2017 and was able to access his funds.   We attempted to reach Mr. [redacted] on December 27, 2017, by telephone and by email, but unfortunately, we were unable to speak with him. The email we sent to Mr. [redacted] outlined our actions to resolve his complaint.   Mr. [redacted]’s case has been assigned to Corporate Response Team Analyst, [redacted].  Should Mr. [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him with this matter.    Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.   Thank you,   [redacted]. [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 we requested that she send us documents to help verify her identity in order to activate her card for use. Mr. [redacted] wants access to her funds without having to send...

documents.  On June 17, 2015, we requested that Ms. [redacted] send us documents to help verify her identity. The documents we received were not acceptable to approve the activation of her card. On July 9th, our Risk Team closed her account. We have informed Ms. [redacted] that in order to send a check for her funds back to the depositor, we will need them to send us a letter of indemnity. I have attempted to contact Ms. [redacted] on July 21st and 22nd to address her concerns and confirm what is needed, but I have only been able to leave her a voicemail with my contact information and send her communication via email.NetSpend regrets the inconvenience that Ms. [redacted] has experienced while attempting to activate her card.  She has been given our 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 accounts opened in her name without her knowledge.    On May 11, 2016, Ms. [redacted] attempted to activate a card in order to receive her tax refund deposit.  Our system recognized...

her information being associated with previous accounts that had a previous negative balance and automatically blocked the account until the balance could be recovered.   We spoke with Ms. [redacted] on July 18 and explained the previous accounts were closed in 2014 due to having negative balances.  Our Risk Management Team restricted her information in order to prevent the activation of any additional accounts in her name.  All associated accounts have been closed and Ms. [redacted] is no longer eligible for products managed by NetSpend.  We confirmed with Ms. [redacted] that none of her funds were deposited to the previous accounts.   Because Ms. [redacted] was unaware of the previous accounts and someone other than her was able to provide her information, we recommended she contact the Federal Trade Commission (FTC) to report identity theft.  She can contact the FTC at [redacted] or by calling [redacted].  The FTC will provide a walk-through on how to report ID theft to credit bureaus, police, and any other affected financial institutions.    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

Monday[redacted] To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning transactions on her card. On July 29, 2016, Ms. [redacted] used her card and authorized a transaction with [redacted] for $75.00. The same day, a second authorization...

request was received from [redacted] for $475.00. Ms. [redacted] contacted our Customer Service Department immediately and requested a release of the $475.00 back to her account balance. We informed her within six hours we would contact the merchant for a verbal release. If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. We request confirmation 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. Our Customer Service agent spoke with [redacted], and they informed us that both charges would be settled, but they would issue a full reimbursement to the customer account the following day. A member of our Corporate Response team attempted to contact Ms. [redacted] on August 1, but unfortunately, we have not had the opportunity to speak with her. We informed her by email that [redacted] issued a credit to her account for $475.00 on August 1. 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 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 Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on December 27, 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 just want to thank mr [redacted], the extremely wonderful man at netspend who took the time to call me multiple times. He did all he could to help me and calmed me down. And as of today, because of him, my account has been credited plus any and every little fee that was charged during this whole process. I understand that there are predators out there constantly figuring out new ways to get peoples card info and steal money. Thank u very much!!!
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fee plan associated with his card.  On May 19, 2016, Mr. [redacted] activated his NetSpend card.  During the activation process if the Fee Advantage Plan (FAP) is not...

selected accounts are set up on a Pay As Go fee plan.  Mr. [redacted] did not enroll in the Fee Advantage Plan at the time of activation.  On September 1, Mr. [redacted] contacted us to discuss the fees associated with his card.  Our Customer Service Department enrolled him in our Fee Advantage Plan.  Our Corporate Office spoke with Mr. [redacted] on September 6, and apologized for any confusion regarding his fee plans. We have issued a courtesy credit to Mr. [redacted] for any inconvenience and refunded all the transaction fees. We apologize for the poor 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

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.
[redacted] handled my issue quickly and also went a step further to verify the number and found that the number sent in the initial email which caused the complaint was incorrect. I believe that they are taking steps to rectify the situation. Thank you Revdex.com for mitigating this exchange.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I cooperated with everything that the business requested for a provisional payment and still haven't received it. Also, the company has yet to give a satisfactory resolution.
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by Michael [redacted] concerning his dispute claim. On May 21, 2016, someone claiming to be Mr. [redacted] contacted us to transfer funds to another NetSpend account.  The person claiming to be Mr. [redacted] verified all...

of the security information associated with the account and our Customer Service Department completed the transfer.  On May 23, Mr. [redacted] contacted us to report that the transfer of funds was not authorized by him.  We immediately opened a dispute claim and began our investigation.  Upon receipt of his complaint, we contacted Mr. [redacted] on June 13 to discuss his disputes claim.  We advised that full reimbursment for his disputed transaction was issued back to his account on June 10. We apologize that Mr. [redacted] did not receive his first card in a timely manner and we appreciate his patience while we investigated 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 additional comments regarding complaint #[redacted] filed with your office by [redacted] concerning the documents she sent to  NetSpend to verify her identity.  She’s requesting for her documents to be reviewed and her account approved.  On February 19, 2016, Mrs. [redacted]’s documents were reviewed and she was approved on three separate NetSpend card / accounts.  We contacted Mrs. [redacted] on February 22nd, and informed her of the approved accounts.  NetSpend regrets the inconvenience she experienced while her documents were being reviewed.  We have provided Mrs. [redacted] our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Monday, October 2, 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 Mr. [redacted] on September 30, 2017 by way of telephone. We informed Ms. [redacted] by email on October 2, 2017, 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

Complaint: [redacted] I am rejecting this response because: when we were contacted by NetSpend, I was told that they agreed with us that the customer's perception of the this charge when viewed on their Mobile Device is deceiving. NetSpend's response does not have a plan of action to correct this. I have attached an additional screen shot from the mobile app showing $19.95 as the Financial Institution. Regards, [redacted]

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she wants a check for her closed account and a valid reason for the closure. As mentioned in our previous response, our Risk Management Team identified risk factors that led to blocking Ms. [redacted]’s account on July 1, 2015. Ms. [redacted] is no longer eligible for NetSpend services. This decision is not reversible. The card terms state that "the Card will remain the property of the issuer and must be surrendered upon demand. The Card and Virtual Accounts are nontransferable and may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law." Ms. [redacted]’s check was mailed on August 6th. She will receive the check within 20 business days. NetSpend regrets any inconvenience that Ms. [redacted] experienced with the closure of her account. 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