Realcor Developments Ltd.

Tuesday, December 27, 2016To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning her dispute claim On August 13, 2016, Ms*** contacted us to report an unauthorized transaction that posted on her Card Account We immediately
blocked the Card Account to prevent any further unauthorized use We promptly opened a dispute claim and began our investigation We also informed Ms*** of the investigation timeframes afforded under Regulation E On October 11, we concluded our investigation of Ms*** dispute claim We received supporting documentation from the merchant involved in Ms*** dispute claim that validated the transactionsWe notified Ms*** that the provisional credit would be reversed on October 18. On December 16, Ms*** contacted us to transfer funds to another NetSpend Card Account For security reasons, the transfer feature was restricted until additional security information could be verified Ms*** verified her information and completed three transfers that same day.On December 20, 2016, Ms*** received a refund from Wal-Mart, in the amount of $ The refund was reversed that same day, by the merchant The refund of $was later applied to Ms*** Card Account on December 22, by the same merchant. In response to her communication, a member of our Corporate Response Team reached out to Ms*** on December 22, but we were unable to speak with her We have sent her the documentation that the merchant provided and she has been able to access her available balance As a courtesy, we reimbursed Ms*** Card Account for the disputed transaction.We apologize for the service that Ms*** 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*** with our contact information should she have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: ***
I am rejecting this response because I have not spoke with Netspend regarding if my money has been mailedThis response seems to indicate that my money is still on my Netspend card, when I've requested my account to be closed and funds mailed to me.
Regards,
*** ***

Wednesday, May 10, To Whom It May Concern:Thank you for forwarding Mr*** *** complaint # *** to usAs you requested, we addressed this matter directly with Mr*** on May 9, by way of telephoneWe also emailed him the details on his dispute claim that will be
updated on May Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, *** ** ***Customer Experience Specialist Netspend a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning the inconvenience she is experiencing with a merchant billing dispute Ms***’s disputes claim was initiated on March 5, Our Disputes Department notated her account and
advised that her claim was still under review and will be resolved by May 13thA provisional credit was not issued as a result of the disputes claim typeThe forty-five day timeframe provides the merchant enough time to respond to our disputes claim When Ms*** claim finalizes, we will credit the full amount back to her account, if the claim is successful On March 25th, I reached out to Ms*** by phone and email to address her concernsShe mentioned that her husband *** *** has a Netspend account and had charges with the same merchant He sent us a letter acknowledging a discrepancy on the merchant’s end and to credit his accountMs*** advised the issues are related and I reached out to the merchant regarding the issue on April 1st The merchant confirmed the issues are not related and that the chargeback process should proceed accordingly. NetSpend regrets any inconvenience Ms*** experienced while her claim is under investigation We have provided her with our contact information should she have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Mr*** states that his account was blocked numerous times, and he cannot receive callback from our customer service to resolve his concernHe’s requesting for a check to be mailed to him, and for
a supervisor to return his voice messagesOn September 10, 2015, we spoke with Mr*** concerning the blocking of his accountHe spoke with a member of Our Compliance Team about the recent block that was removed from his account on September 4, We ordered Mr*** a new card since he no longer had an active card for this accountWe also informed him that the check he requested will be mailed this weekWe will contact him with the details once we’re provided with more informationNetSpend regrets the inconvenience that Mr*** experienced with the blocking of his accountWe have provided him with our contact information should he have additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding Mr*** complaint # *** to us We reviewed Mr*** account and determined his cards were blocked appropriately at his requestWe ordered him replacements cards. Our records show Mr*** received and
activated before his next direct deposit arrived. We attempted to reach Mr*** by phone on June 20, 23, and 26, but unfortunately, were unable to speak with himWe emailed Mr*** on June 26, outlining the actions we took 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, *** ** *** Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** ** *** concerning a NetSpend card that she did not request that was mailed to her addressShe’s requesting to know how NetSpend obtained her information NetSpend works with third party marketing
partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit card. On February 17th and 18th, 2016, I spoke with Ms*** to address her concerns She is currently unable to find the card, but she will contact me when she locates it to cancel the card offer that was sentOnce Ms*** contacts me, I will update our systems to prevent future card offers from being mailed to her addressI will also submit a request to our Marketing Department in order to confirm how Ms***’s name and address were obtainedThis information will be conveyed to her once it is received We regret any inconvenience that Ms*** experienced as a result of this card offerShe has been given our contact information should he have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning a refund check that has not been received. On April 15, 2016, Mr*** contacted us to close his account and receive a refund check for his remaining balance Mr
*** closure request was honored and his debit cards were marked stolen to prevent any transactions Our Customer Service Department advised that Mr*** will receive his check within business days and the check request fee of $was assessed to the account.Upon receipt of his complaint, we spoke with Mr*** on April to assist him with his refund check We have refunded the check request fee and advised he would receive an additional check in business days. We have provided Mr*** with our contact information should he have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning her blocked card account. On January 3, 2017, Ms*** contacted our Customer Service Department to inquire about a pending transaction on her account. Our agent
blocked Ms*** card to prevent any further transactions and advised her the transaction was still in pending status. Ms*** would need contact us once the transaction posted to her account to open a dispute claim. Ms*** contacted us back later the same day because she did not want the card blocked. Ms*** informed us the transaction was completed by he and our agent unblocked the card ending in ***. A member of our Corporate Response Team reached out to Ms*** on January 6, to explain the security and protection of her card account is the reason the card was initially blocked, but we have not had the opportunity to speak with her. We confirmed Ms*** card ending in *** is not blocked We apologize for the service that Ms*** 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*** with our contact information should she have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning the inconvenience he experienced as a result of unauthorized charges made on his NetSpend card He’s requesting a return of his funds On February 17, 2016, Mr*** disputed two
transactions that occurred on his NetSpend card He was informed that an update would be given within ten business days After further review, we show Mr***’ account is new, which can extend the timeframe for an update to business days, per Regulation E. On February 19th, I spoke with Mr*** to address his full concerns.We apologize for the inconvenience that Mr*** has experienced while waiting for his disputes claim to be resolved He has been given our contact information should he have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning the activation of her grandaughter’s card. 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 themThe requirement to obtain this information is displayed in the envelope that we send with the card offer.We spoke with Ms*** on June 21, to discuss the problems her daughter experiencedWe explained that because her granddaughter is a minor, we would need to add a legal guardian to her account as the primary cardholder We requested copies of Ms***’s and her daughter’s identity documentsOn June 29, we received the documents and approved both Ms*** *** and her daughter as authorized users on the account We apologize for the service that Ms*** 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*** with our contact information should she have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning a NetSpend Prepaid Visa card she purchased 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. Ms*** purchased four Netspend cards at CVS on September 13, and loaded $onto it. Ms*** attempted to activated her new card account on December 29, but we were unable to verify her identity with the information that she providedWe requested Ms*** to provide us copies of her identity documents to verify her identity A member of our Corporate Response Team spoke with MsHuy on January 5, 2017. Ms*** reqeusted to have her account closed and to have a refund check mailed to her. Ms*** will receive the check within business days We apologize for the service that Ms*** 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*** with our contact information should she have any additional questions or concerns. Thank you, *** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom
It May Concern:We received complaint # *** filed with your office by *** *** concerning not being able to access
her funds since losing her card. She’s
requesting access to her funds by transferring them to the new card account
that she purchased. On November 20,
2015, our customer
service blocked Ms***’ card that she reported as lostShe did not have
another card to activate for that particular account, so she purchased a new
card per the instructions of one of our customer service representatives, with
the anticipation of moving her funds to that new card. As a protection to our customers, Our Fraud
Prevention Team blocks the transfer feature on new temporary cards after
activation. This is why a block occurred
on Ms***’ new card purchase when attempting to transfer funds to her new
cardOn the next day, our Fraud Prevention Team reviewed and honored Ms
***’ request to transfer funds to the temporary card, and a replacement card was
ordered. We spoke
with Ms*** on November 27th and addressed her concerns. We apologized for the misinformation that she
was provided from our customer service representative, and will be sure to
provide feedback to their supervisor. NetSpend
regrets the inconvenience that Ms*** experienced while attempting to transfer
funds to her new card. We have provided
her with our contact information should she have any additional questions or
concerns. Thank
you,*** ** ***Corporate
Customer Response TeamNetSpend A TSYS Company

Wednesday, September 14, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning the request to cancel his dispute claim. On July 31, 2016, Mr*** contacted us to dispute a merchant transaction that posted to his
account as unauthorized. We immediately blocked his card to prevent further unauthorized use, and ordered him a replacement. We promptly opened a dispute claim and began our investigation. We also informed Mr*** of the investigation timeframes afforded under Regulation E. We completed our initial investigation on August 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 September The results of the investigation will be sent to Mr*** in writing within business days of completing our investigation. Mr*** notified us on August that he made a mistake and the disputed transaction was authorized by him. He requested to cancel the dispute claim. We informed him that, unfortunately the claim process had already been filed and the next update would be on September 14. A member of our Corporate Response Team reached out to Mr*** on September 12, but did not have the opportunity to speak with him. Our Dispute Resolution Department was notified of Mr*** request to cancel the claim, but the process cannot be stopped after filing the claim. We emailed him the current status of his claim and the next scheduled update. NetSpend understands that the disputes process can be time consuming, and we appreciate Mr*** patienceWe completed our investigation on September 14, and provided full reimbursment for the disputed transaction We have provided Mr*** with our contact information should he have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom
It May Concern:We received complaint # *** filed with your office by *** ***. Ms*** mentions that her account was
closed and she was provided a timeframe of business days to receive her
refund check. Ms*** is requesting access
to her funds as soon as
possible.. In
an effort to protect NetSpend cardholders, Our Risk Management Team regularly
monitors their accounts in order to prevent compromising activity, or
unacceptable account usageOur Risk Management Team identified risk
factors that led to the blocking of Ms***’s accounts on October 9, As
a result of these risk factors, Ms*** is no longer eligible for NetSpend
services. A check for the remaining
funds on Ms***’s account was mailed to her address on October 15th. We reached out to Ms*** by
telephone and email on October 21st, but have not had the
opportunity to speak with her. We
recommend that she contacts the Federal Trade Commission (FTC) at www.ftc.gov/idtheft
or by calling 1-877-438-4338. The FTC will provide a walk-through on how to report ID theft to the
major credit bureaus, FTC, police, and affected financial institutions.NetSpend
regrets any inconvenience that Ms*** experienced as a result of her account
closureWe also apologize for the unprofessional response that Ms***
received when she called about her concernsWe have provided her our contact
information should she have any additional questions or concerns. Thank
you,*** ** ***Corporate
Customer Response TeamNetSpend
A TSYS Company

Complaint: ***
I am rejecting this response because: I contacted the Netspend member by email asking her to please provide with the phone number of the merchant that allowed the fraud in my account, and she has ignored meNetspend is not treating as a fraud but simply a dispute that I openedI would like the number to merchant Shell, because it is my understanding that I might not get my money backI am very frustrated because I did not make the transactionI would like to call the merchant myself and resolve the matter
Regards,
*** ***

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning unauthorized transactions on her NetSpend cardShe’s requesting to have the funds returned to her. On February 20, 2016, Ms*** reported three unauthorized charges on her card. Three separate claims were opened for the charges that day. After she clarified the charge she intended to dispute during our conversation on February 25th, our Disputes Department closed two of the claims the next day. She received messages that those claims were resolved, but she still had one claim that was ongoing. The third claim was closed on March 1st, and credit was issued to her account for the charge and associated fees. NetSpend regrets the inconvenience that Ms*** experienced while waiting on the conclusion of her disputes claimsWe have provided her with our contact information should she have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning the funds from her Card Account. On March 1, 2017, we received a US Treasury direct deposit to Ms***’ Card Account for Supplemental Security Income (SSI). The
Social Security Administration (SSA) sent us a death notification for the Social Security benefits sent to the account under name, *** *** on March 22. We are required to close the card account and place the remaining funds on hold until we receive a Notice of Reclamation from the Federal Government. If a reclamation is not received after days, the funds can be released to the executor of the estate once appropriate documentation is received. A member from our Corporate Office spoke with Ms*** on March 24, and she explained that the SSA had made a mistake. We requested documentation from Ms*** to refute the Death Notification we’ve received from the Social Security Administration. Our Legal Department will review the documentation once received before any further action can be taken. On March 28, 2017, the remaining funds on Ms***’ Card Account were sent to Federal Financial Management Services per the Notice of Reclamation we received. We provided Ms*** their contact telephone number via email. We are sorry to hear that Ms*** 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 We have provided Ms*** our direct contact information should she have any additional questions concerning this matter. Thank you, *** ** *** Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Mr*** states that he could not activate the card that was given to him as a gift which resulted in a zero dollar balance after $fees incurred on his accountHe desires a refund for the
original amount that was funded on his cardOn September 23, 2015, we spoke with Mr*** to address his concernsWe explained to him that the fee details of his NetSpend card advises our cardholder’s that there is a $maintenance fee that’s incurred after days of inactivitySince the temporary card expired on March 18, 2015, and the information to activate the card was never completed, we assisted Mr*** with registering the card in his name, refunded the maintenance fees that were applied to his account, and processed a refund check to be mailed to the address that we have on fileNetSpend regrets the inconvenience that Mr*** experienced while attempting to activate his cardWe have provided him with our contact information should he have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: ***
I am rejecting this response because:A negative account should turn positive if my money was returned to me.
Regards,
*** ***