Realcor Developments Ltd.

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning a merchant billing dispute She is not satisfied with the amount of time it is taking to resolve her dispute. Ms***’ disputes claim was initiated on December 19,
2015. On the tenth business day after the claim was initiated, our Disputes Department notated her account and advised that her claim was still under review and will be resolved by February 22, A 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 credited the full amount back to her account, if the claim is successful. On February 1st, we reached out to Ms*** by telephone and email. Unfortunately, we have not had the opportunity to speak with her, but will assist with her concerns when she returns our call. NetSpend understands that the disputes process is lengthy, and we appreciate Ms***’ patience as we attempt to retrieve her money. We 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 a missing Western Union transfer. Upon receipt of his complaint, we reached out to Mr*** on June 2, 2016, regarding his missing transfer We requested additional documentation to
assist us in locating the funds Mr*** provided the documentation and we informed him that a refund check for the missing funds will be mailed to his addressHe should receive this check within business days.We regret any inconvenience Mr*** experienced while waiting to locate his funds He has been given our contact information should he have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, May 23, To Whom It May Concern:Thank you for forwarding Ms*** *** complaint # *** to usAs you requested, we addressed this matter directly with Ms*** on May 22, by way of telephoneThe same day we emailed her the details of the actions taken on her
accountThank 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: Thank you for forwarding Ms*** *** complaint # *** to us We validated that Ms*** card is no longer active and cannot be used for additional unauthorized transactions. We reviewed Ms*** dispute claim and determined that
it is being handled correctlyAs you requested, we addressed this matter directly with Ms*** on July 28, by way of telephone, email, 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, *** ** *** Customer Experience Specialist Netspend, a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning the disputes claim that was closed with no error foundShe’s requesting to be refunded for the disputed amountsOn September 9, 2015, Ms*** reported unauthorized charges by Met
Life on her cardAll three transactions were added to the disputes claim; May 30th for $1, July 30th for $43, and September 5th for $On the tenth business day, September 23rd, our Disputes Department closed the claim with no error found on the transactions disputed and a refund credit was not issuedMs***’s dispute was not reported within calendar days after electronically accessing the account once the error first appeared in her transaction historyBecause she did not report the error to NetSpend within the required timeframe, where we could have prevented subsequent charges, it was determined that she is fully liable.We spoke with Ms*** on October 14th concerning her disputed transactionsShe only intended to dispute the two latter charges from Met LifeWe are currently reviewing the recorded call and her disputes letterWe will inform Ms*** of our results once the review is completeNetSpend regrets any inconvenience that Ms*** experienced as a result of the disputes claim decisionWe have provided her with our contact information should she have any additional questions or concernsThank you,
*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding Ms*** complaint to usWhen 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 accountWe’ve
reviewed Ms*** dispute claim and determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms*** on July 6, by way of telephoneWe provided her with further insight on the dispute processThank you for bringing this matter to our attention giving us the opportunity to resolve our cardholder’s concernThank you, *** *** Customer Experience Analyst Netspend, a TSYS Company

Monday, September 25, To Whom It May Concern: Thank you for forwarding Mr*** ***’s complaint *** to usAs you requested, we addressed this matter directly with Mr*** on September 21, by way of telephoneWe informed Mr*** by email on September 25, 2017, of our
actions to resolve his complaintThank 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

Thursday, July 13, To Whom It May Concern: Thank you for forwarding Ms*** *** complaint # *** to usAs you requested, we addressed this matter directly with Ms*** on July 13, by way of telephoneWe emailed Ms*** the details of the actions to resolve her
complaint that same dayThank 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

Monday, October 9, To Whom It May Concern: Thank you for forwarding Ms*** ***’s additional comments on complaint *** to usOur records show a dispute claim was initiated on September 12, 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 accountWe reviewed Ms***’s dispute claim and determined the investigation is being handled correctlyHer claim is scheduled for an update on October 11, She will receive a letter containing the results of the investigation within business daysOn October 4, 2017, Ms*** spoke with our Risk Management Team and the temporary restriction was removedShe has access to the Card Account balanceWe have corresponded by email with Ms*** to outline our actions to resolve her complaint and provided further insight on the dispute resolution processThank 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

Monday, May 23, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning the fees associated with her cardOn October 8, 2015, Ms*** received a NetSpend card as a gift with a balance of $Ms*** was unaware of
the fees that are mentioned on our card packagingThe NetSpend packaging that the card comes with also has important information that notifies the consumer of basic fees that are associated with the cardThis information is also available on our websiteThis information mentions if the card is not used after days, an account maintenance fee will proceed to be charge monthlyUpon receipt of her complaint, we spoke to Ms*** on May to discuss the fees on her account. At her request, we are mailing her a refund check for the full balance of the card She should receive this check within business daysWe 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 a rebuttal complaint # *** filed with your office by *** ***Ms*** states that she rejects our response because she has already given the information for her son’s cardShe wants her son’s information sent to NetSpend destroyedOn June 1, 2015, Ms***’s son used the NetSpend website to apply for the prepaid cardOur Compliance Group reviewed the information he enter and notated the account that he was a minorDocumentation would be required to have an adult added as the primary cardholderThe documents we received on June 11th were not acceptable to approve the accountAt Ms***’s request, we have update our system so no future cards will be sent matching her son’s informationNetSpend regrets the inconvenience Ms*** and her son experienced with the NetSpend cardWe have provided her our contact information should she have additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Tuesday, June 21, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning her dispute claim and account information. On May 10, 2016, Ms*** called to report an unauthorized transaction that posted to her
account. 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*** of the investigation timeframes afforded under Regulation E. The timeframe for the processing and delivery of a replacement card is 7-business days. Ms*** replacement card began processing May 10, was shipped May 16, and was received and activated on May On May 28, 2016, we determined that Ms*** 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 June The results of the investigation will be sent to Ms*** in writing within business days of completing our investigation. On June 15, 2016, we spoke with Ms*** concerning her dispute claim and account information she received via text alert. We advised Ms*** when to expect an update on her dispute claim and explained why she received her old account information when she texted the word “DIRECT” from her cell phoneMs*** old account was also enrolled in our Anytime Alerts feature and this account information was provided when she texted the word “DIRECT”. To avoid this issue from happening in the future, we removed Ms*** phone number from her old account. We also provided her a onetime courtesy credit to her account. We 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 *** ***Ms*** states that her son received an unsolicited Brink’s Prepaid MasterCardShe wants no more cards sent to her son and she wants to know how we got his informationNetSpend 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 cardThe primary cardholder must be at least years of ageOn July 1, 2015, we reached out to Ms*** by telephone and emailWe requested additional information so we could locate the card offer sent to her sonOnce we receive the information from her, we will be able cancel that card offerWe will also update our system so no future cards will be sent to her sonA request for the specific source information on this card offer will be submittedWhen it is received, we will relay the information directly to Ms***We regret any inconvenience Ms*** and her son experienced as a result of this card offerShe has been given our contact information should she have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Friday, June 26, 2015To Whom It May Concern:We received complaint # *** filed with your office by *** ***. Mr*** states that he made a deposit to his account, but no money posted. He wants the money returned to him and compensation for pain and suffering. On June
26, 2015, we called Mr***, but the telephone did not connect to him. We sent him an email requesting copies of the load receipts for his deposits. When he sends the requested documents, we will investigate further. The three accounts in his name do not show the deposits he describes. NetSpend regrets the inconvenience Mr*** experienced with attempting to load funds to his card. We have provided him 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: Thank you for forwarding Mr***’s complaint to usAs you requested, we addressed this matter directly with Mr***’s on October 24, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you
for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, *** ***Customer Experience AnalystNetspend, a TSYS Company

Complaint: ***
I am rejecting this response because:i will address this by each part of his responseFirst I have the original packagingThere is nothing on the outside packaging that says you have to send in any form of ID or anythingIn bold letters on the front it states use todayThat is why I purchased this particular cardAfter going online and trying to activate the card I had to call a number where I was informed I had to send in all kinds of original documents before I could use the cardI told the representative I had purchased the card to use that day, she stated she would convert it to a gift card and I could use it immediatelyI tried several times over the next week to use the card and was unable toIt was declined every timeI called the customer service number repeatedlyAnytime I asked what the problem was I was put on hold and no one returned to the callWhen I started asking for a supervisor I was disconnected immediatelyI finally gave them a bad review on the website and received a call back from the Austin officeAt that time I was told that a check could be issued and sent to me for a refund I could expect my check in 5-business days This was on March I waited days and started calling the customer service line again the same thing occurred, being put on hold and no one returning to the call not allowed to speak to a supervisor This went on for several days again I opened a complaint with your office at that time I spoke with Mr *** and he at first refused to refund my money and when I told him I would use any means I have to he said it would be issued after days He called on the 11th to inquire if I received the check I stated no he stated that one would be issued the following day and mailed I still have not received my money from them I am not happy and do not believe a word these people say I do not believe the complaint should be closed because they still have my money and refuse to give it back It's $and I want it returned immediately they have had more than plenty of time to refund it because of their defective card If they would have converted it to the gift card they originally stated none of this would have happened
Regards,
** ***

Tuesday, December 19, 2017To Whom It May Concern:Thank you for forwarding Mr***’ complaint to us. During routine monitoring, we placed a temporary restriction on Mr***’ account on December 13, 2017. We attempted to reach Mr*** by phone and email on December 19, but
unfortunately, we were unable to speak with himWe sent an email to Mr*** outlining our actions to resolve his complaint and to advise he has full access to his funds. Mr***’ case has been assigned to Corporate Response Team Analyst, ***. Should Mr*** contact our Customer Service Department, we have left notes on his account for him to be connected with *** 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, *** ***Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning her blocked card On October 12, 2016, Ms*** reported an unauthorized transaction that occurred on her account via her online account center. A block was placed on
her card to prevent additional unauthorized transactions In response to her communication, a member of our Corporate Response Team reached out to Ms*** on October 21, but unfortunately, we have not had the opportunity to speak with her. A new card was ordered and she will receive it within 7-business days. On October 26, 2016, we issued provisional credit to MsMartin’s account, while we continued our investigation of her dispute 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*** in writing within business days of completing our investigation We 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 additional comments on complaint # *** filed with your office by *** *** concerning an IRS scam he fell victim to. He mentions that his report of an emergency fraud situation should have been enough to block the cards he purchased. When Mr*** called about the cards he purchased, the accounts were registered in different names than his. A block was placed on the accounts during his call which prevented future transactions. The amount on each card was spent three hours prior to Mr***’s call. Once he provided documents to show ownership, the accounts were closed and the information used to register them has been blocked in our system so it cannot be used to open other accounts in the futureMr*** has been given the contact information for the NetSpend Legal Department, the Federal Trade Commission, and the Internal Revenue Service. We regret that Mr*** is a victim of this unfortunate fraudulent actWe have provided him 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: Thank you for forwarding Ms*** complaint to usAs you requested, we addressed this matter directly with Ms*** on February 21, by way of telephone, e-mail, or letterIf 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 concernThank you, *** *** Customer Experience Analyst Netspend, a TSYS Company