Realcor Developments Ltd.

Monday, July 18, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation.  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. The card package also states that use of the card is limited prior to identity verification and the fees are listed on the outside cover for viewing before purchasing.On July 15, 2016, Mr. [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified.  We requested him to provide copies of his identification documents to verify his identity manually.  Mr. [redacted] declined the option to send in identification documents.  .  In response to his communication, we spoke with Mr. [redacted] on July 18, to explain the options for accessing the funds on his card.  He elected to have the card converted to “Limited Use”.  This option allows him to use the card for in-store purchases only.  Once the funds are dispensed, the card can be discarded.  We have provided Mr. [redacted] with our contact information should he have any additional question 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 dispute claim. On May 18, 2016, Ms. [redacted] contacted us to report unauthorized transactions that occurred on her account. We immediately blocked her card to prevent additional unauthorized...

charges and ordered a replacement. We opened a dispute claim and promptly began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We concluded our investigation on June 1 and issued full reimbursement to Ms. [redacted]’ account for the disputed transactions. Upon receipt of her complaint, we reached out to Ms. [redacted] on June 9, but unfortunately, we did not have the opportunity to speak with her. 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 understand how frustrating it can be to experience unauthorized charges on your account. NetSpend is very committed to providing a safe and secure product. Ms. [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 an unauthorized transaction on her account. On July 20, 2016, Ms. [redacted]’s account balance became negative after a transaction posted from Hertz Rent A Car.  On July 25, 2016,...

Ms. [redacted] contacted us to report the transaction was not authorized by her.  We immediately blocked the card to prevent any further unauthorized use and ordered a replacement.  We promptly opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.  On July 25, we reimbursed Ms. [redacted]’s account to cover the negative balance amount.   In response to her communication, we reached out to Ms.  [redacted] on July 29 and advised her the remaining amount of the Hertz Rent A Car transaction has been reimbursed and we also issued a courtesy credit. 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 complaint # [redacted] filed with your office by [redacted] regarding an update on previous complaint she filed.    We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident...

to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures.   On February 4, 2017 Ms. [redacted] purchased a Netspend Prepaid Card Account and activated it the same day.  We received Ms. [redacted] tax refund direct deposit to her card account on March 29.    During routine monitoring, we placed a temporary restriction on Ms. [redacted] Card Account on March 30, 2017, 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. The documents Ms. [redacted] provided were insufficient to verify her identity.   Our Risk Management Team identified risk factors that led to the closure Ms. [redacted] account on April 3. These risk factors are not shared with consumers for security reasons and Ms. McCoy is no longer eligible for products managed by NetSpend.  Her tax refund deposit was pended for the IRS to perform their own review.      A member from our Corporate Office spoke with Ms. [redacted] on April 18, to provide further insight about her Card Account. We requested Ms. [redacted] send the required documents to remove the restriction on her account.  The next day the documents were reviewed and the block was removed from her account.  We informed Ms. [redacted] on April 19, the restriction was removed and her Netspend Card Account has been reinstated.  As a courtesy, we refunded the fees associated with checking the balance to her Card Account.    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

To Whom It May Concern:We received complaint #[redacted] filed with your office by [redacted] concerning the inconvenience she experienced with her NetSpend card.  She was requested to submit verifying documents after she was added to her husband’s account as a secondary cardholder. 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.  Mrs. [redacted] was added as a secondary cardholder on January 29, 2016. Additional information was needed to fully activate her account, and our customer service requested for Mrs. [redacted] to send in identity documents.  We reached out to Mrs. [redacted] by telephone February 1st. We advised that we were unable to verify her identity, and unfortunately, we could not add her to her husband’s NetSpend account.  NetSpend regrets the inconvenience that Mrs. [redacted] experienced while attempting to activate her card.  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 a rebuttal complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] states that his issue has been resolved, and he no longer intends on using the NetSpend card. NetSpend appreciates Mr. [redacted] informing us that his concerns have been resolved. We regret that he will no longer use our products. 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 inconvenience he experienced while attempting to activate his card that was given to him as a gift. He’s requesting to activate his card for use.  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, 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.  In addition we inform the customer on the front of the package that this is not a Gift Card.  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 January 31, 2016.  When he attempted to activate his card on February 3rd, customer service informed him that identity documents would be required to fully activate his card.  We spoke with Mr. Strand on February 4th and addressed his concerns.  He declined to send in the identity documents for review by our Risk Management Team and elected to receive a check for the balance on his card in ten business days.  NetSpend regrets the inconvenience that Mr. Strand experienced while attempting to activate his card. We have provided him our contact information should he have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Monday, January 9, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.  On November 11, 2016, Ms. [redacted] contacted us to report unauthorized transactions that posted on her Card Account ending with [redacted].  We...

promptly opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.  On December 23, we concluded our investigation of Ms. [redacted] dispute claim.  We received supporting documentation from the merchant involved in Ms. [redacted] dispute claim that validated the transactions. We notified Ms. [redacted] that the provisional credit would be reversed on December 30 and informed her to fund the account to avoid interruption of NetSpend services.  After the provisional credit reversal was completed, Ms. [redacted] Card Account ending in [redacted] was left with a negative balance.On January 3, 2017, $300.00 from Ms. [redacted] second Card Account ending with [redacted] was transferred to Card Account ending with [redacted] to cover the remainder of the negative balance.   The following day, $722.00 from Ms. [redacted] third Card Account ending with [redacted] was transferred to Card Account ending with [redacted] to cover a portion of the negative balance.   In response to her communication, a member of our Corporate Response Team reached out to Ms. [redacted] on January 6, but we were unable to speak with her.  We have sent her the documentation that the merchant provided to validate her disputed transactions, which resulted in the negative balance on Card Account ending with [redacted].  Ms. [redacted] has been able to access her available balance on her new Card Account. 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 his dispute claim.On March 23, 2016, Mr. [redacted] disputed an authorized transaction through our website. 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. On April 6, we updated his claim with no provisional credit being issued due to the dispute type. Mr. [redacted] dispute claim finalized on May 23, and his account was credited for the full amount of the transaction. Upon receiving his complaint, we spoke with Mr. [redacted] on May 18, and explained the dispute process. We also clarified why Mr. [redacted] received an additional credit on April 19. 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

Friday, June 17, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a card delivery fee.   On June 11, 2016, Mr. [redacted] blocked a card on his account through the automated telephone system.  He called the next...

day to report his other card as stolen and to order a replacement.  We ordered his replacement card with a 1- 2 day delivery timeframe at a cost of $25.  Mr. [redacted] received and activated his new card on June 14.    Upon receiving his complaint, we reached out to Mr. [redacted] on June 17, but unfortunately, we have not had the opportunity to speak with him.  We refunded his $25 expedited card delivery fee.    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.   Mr. [redacted] has been provided 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: Thank you for forwarding Mr. [redacted] complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on August 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]. Mr. [redacted] states that his card was declined, although he had sufficient funds. He’s requesting for his card to work, or he would like to receive a refund for the remainder of his funds. On October 6,...

2015, we reached out to Mr. [redacted] by telephone and email. We have not spoken with him as of yet but will assist him when he contacts us. We apologized for the declines that he received with the merchant transactions. Our system did not show any attempts to use the card during the period that Mr. [redacted] mentioned, and there were no reported outages from NetSpend regarding card transactions. We have contacted VISA to further research the declined transactions in efforts to prevent this from happening in the future. A review of Mr. [redacted]s account shows completed transactions on October 2nd and 6th. NetSpend regrets the inconvenience that Mr. [redacted] experienced with the declined card transactions. 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

Wednesday, May 25, 2016   To Whom It May Concern:   We received complaint # 11460954 filed with your office by [redacted] concerning the ATM fees associated with his [redacted] Prepaid MasterCard.   The [redacted] Prepaid packaging that the card comes with has important information that...

notifies the consumer of basic fees that are associated with the card, including ATM fees.  A fee of $1.95 will be charged for any ATM withdraw, in addition to what the ATM owner charges. Upon receipt of his complaint, we reached out to Mr. [redacted] on May 23 to discuss the ATM fees associated with his card.  We refunded Mr. [redacted]’s ATM fees and advised that the fee will be assessed for future ATM withdraws.  We are in the process of improving our website and apologize for any inconvenience this may have caused Mr. [redacted]. We have provided him 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 her account closure. On December 30, 2016, Ms. [redacted] called us to disputed fourteen transactions as unauthorized that occurred on her card account. We immediately blocked her card to prevent...

additional unauthorized use, and we ordered her a replacement card at no cost to her. We opened a dispute claim number [redacted] and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We issued a provisional credit to Ms. [redacted] card account on January 17, 2017, while we continue our investigation of her dispute claim. The next update for her claim will be on February 13. A letter detailing the results of our investigation will be mailed to Ms. [redacted] address on file. During the investigation of Ms. [redacted] claim we identified several high risk factors associated with her card account. These risk factors are not shared with consumers for security reasons. As part of our standard Fraud Prevention process, on January 17, 2017, we made the decision to permanently close her card account. We are no longer able to offer her NetSpend services. A check for the remaining card account balance will be mailed to Ms. [redacted] within the next ten business days. A member of our Corporate Customer Response Team spoke to Ms. [redacted] on January 18, concerning the k closure of her card account. We informed her that for security reasons the risk factors that led to the closure of her account are not disclosed to consumers. Ms. [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]. Ms. [redacted] states that she doesn’t have a NetSpend account, but is receiving e-mail messages about a NetSpend account. She wants her email removed from the NetSpend system. On July 1, 2015, one of...

our NetSpend cardholders updated the activity alerts feature on their account. This individual must have mistakenly entered Ms. [redacted]’s email address. This is why she was receiving the alerts. No personal information was provided in the alert that was sent. We have removed Ms. [redacted]’s email on July 24th and she should not longer receive messaging from NetSpend.NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of receiving the e-mail messages. 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

Complaint: [redacted]
I am rejecting this response because: As soon as the funds were transferred to my husbands account he was then also notified by text that his cards had been reported lost/stolen.  While on the phone with Netspend to find out what was going on he then received a text stating that his account had been unlocked and he was able to use his cards.  Within minutes he then received a text alert that the money was transferred to the unknown person.  He then received another text alert that his card was reported lost/stolen again.Again, neither of us reported any card lost/stolen and we did not transfer the funds from his account to the unknown person.We were told they called in to do the lost/stolen report but they refused to let us listen to the recorded conversation.  They also at one point said it was all done online.  They keep changing their story.
Regards,
[redacted]

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On October 04, 2016, Ms. [redacted] contacted our Customer Service Department to dispute an unauthorized transaction on her account.  We...

immediately blocked the card to prevent additional unauthorized usage and ordered her a replacement. Our agent informed Ms. [redacted] that the transaction was still in a pending status at the time and she would need to call back to dispute the charge once the merchant collected the funds. On October 11, Ms. [redacted] contacted us to open a dispute claim.  We promptly opened a dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.    We completed our initial investigation on October 25 and determined the dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim.  The claim is scheduled to be finalized by the end of the day on, November 25. The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation.      In response to her communication, a member of our Corporate Response Team spoke with Ms. [redacted] on November 21, and informed her that we forwarded her communication to our Dispute Department.  We also provided her the next update timeframe.    NetSpend understands that the dispute process can be time consuming, and we appreciate Ms. [redacted]’ patience as we attempt to retrieve her funds.   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:   We received complaint # [redacted] filed with your office by [redacted] concerning the access to her account balance. We appreciate the additional comments Ms. [redacted] has provided.  We assisted her with transferring funds to her new NetSpend account on September 22, 2016.   On September 24, Ms. [redacted] received her replacement card and was able to successfully activate it and access her remaining balance.    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, February 23, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint # [redacted] to us. Our records confirm that Mr. [redacted] received and activated both cards that were sent to his address on file. We attempted to reach Mr. [redacted] on...

February 22, and 23, 2018 by telephone, but were unable to speak with him. We emailed Mr. [redacted] on February 23 outlining our actions to resolve his concerns.  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]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 her son gave her what he thought was a gift card for Christmas. She wants the funds that her son gave her as a gift. On December 24, 2014, the card was purchase from one of the...

distributors that sell the NetSpend card. It was loaded with $25. On the front of our packaging it states, ‘This is not a Gift Card’ under the price and load amounts. We endeavor to plainly provide the details of our product before the consumer makes the purchase, such as card fees and activation instructions. We have provided Ms. [redacted] a full refund for the card purchased as a gift. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the NetSpend 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