Realcor Developments Ltd.

To Whom It May Concern: Thank you for forwarding Ms*** complaint to usAs you requested, we addressed this matter directly with Ms*** on March 14, 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 concernThank you, *** *** Customer Experience Analyst Netspend, a TSYS Company

Complaint: ***
I am rejecting this response because:i spoke with Mr*** *** last weekHe advised he would send the check to me as well as a record of my accountToday I received the account record and a statement of the balance: $736.66, but STILL NO CHECK
Regards,
*** ***

To Whom It May Concern: Thank you for forwarding Mr*** complaint to usNetspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and
address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with usThe offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activatedWe attempted to reach Mr*** by phone and email on August and August 4, 2017, but unfortunately, were unable to speak with Mr***We mailed him a letter on August outlining our actions to resolve his complaintIt should be received within the next five business daysWe have also removed Mr*** name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs. 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

To Whom It May Concern: Thank you for forwarding Ms*** complaint to usAs you requested, we addressed this matter directly with Ms*** on May 1, 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 Analyst Netspend, a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Ms*** mentions her inconvenience of attempting to dispute unauthorized transactions from Home DepotShe wants to be reimbursed for the disputes transaction in addition to the late fee that she
incurred on rent paymentOn July 29, 2015, Ms*** called to report five pending unauthorized transactions from Home DepotThe compromised card was immediately blocked to prevent additional compromise, and a replacement card was orderedAt the time of the call, our customer service wasn’t able to dispute the transactions because they were pending, and didn’t post to the accountThe customer service representative that Ms*** spoke with later that day, released the pending transactions back into her account, but Home Depot collected all five transactions the next dayMs*** disputed those transactions on August 1stOn August 14th, our Disputes Department paid out the full disputes amountWhen we spoke with Ms*** on August 20th, we issued a credit for the late fee that she incurredNetSpend apologizes for the misinformation that Ms*** received concerning our disputes processWe will take the appropriate actions with the representatives that she spoke withWe have provided Ms*** 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 Mr***’s complaint to usIn response to this communication, we permanently blocked the card offer on September 28, 2017. We have also removed Mr***’s son’s name and address from our mailing list and he should not receive any
future offers from any Netspend managed programsAdditionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained We addressed this matter directly with Mr*** on October 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 concernThank you, *** *** Customer Experience Analyst Netspend, a TSYS Company

Monday, March 13, To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning a pending transaction on her Card Account. On March 10, 2017, we received an authorization request from the merchant, Jet Blue, on Ms*** Card AccountShe
contacted us on that same day, and reported the transaction was cancelledWe requested Ms*** to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into her available balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe 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.A member of our Corporate Office spoke with Ms*** on March 13, We were able to release the pending transaction back into Ms*** available balance on March As a courtesy, we reimbursed the transaction fees Ms*** incurred on her Card Account. 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*** with our contact information should she have any further questions or concerns Thank you,*** *** Senior 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 he opened for unauthorized transactions that
were made on his account. He’s
requesting to be refunded for the unauthorized transactionsOn November 15,
2015, Mr***
disputed fifty-two transactions with Supercell Google.com as unauthorized that
occurred on his NetSpend card between September 4th and November 14th. We informed him that an update would be
provided within ten business days, November 30th. On the tenth business day, our Disputes Department
closed his claim with no error found on the disputed transactions, and no funds
were reimbursed to the account. We
apologize for the incorrect notation that was entered into the online account
center and we will take any necessary action to prevent this from occurring in
the future We reached out to Mr*** on December
9th about his disputes claims. We have requested our Disputes Department to mail the documents that support
the claim decision to Mr***NetSpend
regrets the inconvenience that Mr*** experienced as a result of the
disputes claim decisionWe 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:We received complaint # *** filed with your office by *** ***He states that he requested that his insurance company be not allowed to collect funds from his NetSpend Account Today, July 24th, I had spoke to Mr*** to address his complaint and
mentioned unless we have an ACH or EFT stop payment form that we could not stop future payments from being collected from the merchantWe had previously released a payment from Nationwide at the cardholder’s requestNetSpend understands the disputes process can be time consumingHe states he will wait the allotted time for the disputed claim to end for an outcomeWe appreciate Mr***’s patience as we continue to process the claim on his behalfHe has our contact information should he have further questions. Thank you, *** *** Customer Response Team NetSpend, a TSYS Company

Complaint: ***
I am rejecting this response because:As I stated before Ms*** *** is giving me run around again, first they told me to go to SSOffice I did that's not how they do, and they told me the V.Ahad my money and that's not how they workthey both told me that if I owe them money they would contact me by mail and sat up a payment plan. so again NetSpend is not truthful! the card was in my name and that was my money! and they just took it! I still have the card and the recipet from CVS were I load the card! This is not right! they should be made to pay me my money back! and if the B.B.Bcan help me get my money back PLEASE HELP! This is not fair!!!
Regards,
*** ***

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning her dispute claim. On August 31, 2016, Ms*** contacted our Customer Service Department to report six unauthorized charges on her account. We immediately blocked the
card to prevent additional unauthorized usage and ordered her a replacementOur agent informed Ms*** that the transactions were still in a pending status at the time and she would need to call back to dispute the charges once the merchant collected the funds. Ms*** opened a dispute claim for two of the charges on September 5, but the other charges were still pending, waiting for the merchants to collect. We promptly opened a dispute claim and began our investigation. We also informed Ms*** of the investigation timeframes afforded under Regulation E. We completed our initial investigation on September and issued a provisional credit to her account for disputed items while we continue our investigation. The claim is scheduled to be finalized by November The results of the investigation will be sent to Ms*** in writing within business days of completing our investigation. In response to her communication, a member of our Corporate Response Team spoke with Ms*** on September 19, and explained the dispute process. She informed us that she sent us notification that included the other unauthorized charges. Only two of the remaining four charges were collected by the merchant, so we opened a dispute claim for the remaining transactions. The same day, our Dispute Resolution Department issued a provisional credit to the account for the additional disputed charges. We understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure productWe also understands that the dispute process can be time consuming, and we appreciate Ms***’s patience as we investigate her dispute claims 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

Wednesday, February 7, 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 have reviewed Ms*** dispute claim and we’ve determined that her claim is being handled correctly.As you requested, we addressed this matter directly with MsValentine on February 7, by telephoneShe informed us that her concern has been resolved the same day she filed the 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

Friday, November 4, 2016To Whom It May Concern:We received additional comments regarding complaint # *** filed with your office by *** *** concerning her dispute claim.We appreciate Ms*** additional comments We re-reviewed the claim using the information Ms*** provided us, and based on our findings, the claim was handled appropriately We reached out to Ms*** on November 2, to further address her concern and confirmed the results of our investigationWe have provided her with documentation regarding her claim and advised that the merchant will need to contact their processor if they have not received the funds back from them yet.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 his overdraft fees On June 30, 2016, a merchant collected two transactions from Mr***’s Card Account resulting in two overdraft fees If a cardholder fails to bring their
Card Account back to a zero or positive balance within hours from the time of the first transaction causing an overdrawn balance greater than $10.00, the cardholder will incur an Overdraft Protection Service Fee for each transaction approved after their Card Account balance was greater than $overdrawn. We spoke with Mrand Mrs***s on July 1, 2016, to address his concerns about Overdraft Protection Service Fees The merchant that caused the overdrawn balance refunded Mr***’s Card Account on July and the Overdraft Protection Service fees were reimbursed back to his balance. We provided Mr***s with our contact information should he have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

***: ***
I am rejecting this response because: these people keep telling me that they don't have any information on the transactions I disputedThat's a liehere are screenshots of the email that I sent to the president of NetSpend which I got no response as well as a copy of the letter I received from PayPal Prepaid when they denied my claimThe transactions that are being disputed are highlighted in green
Regards,
*** ***

Complaint: *** I did finally receive credit after a month of waiting for the creditI still do not understand why all of this had to take place for this to be resolvedNetspend needs to to a better job at there customer serviceIt should not have taken a month for Netspend to take actionI stated in my resolution to this case I would like an apology letter from NetspendI have not received yetNetspend needs a better system of supporting there customers in times when other companies try to take advantage.
Regards,
*** ***

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning the inconveneince that his his minor son experienced when he purchased a NetSpend Prepaid card at ***He’s requesting his son to be reimbursed for the funds loaded onto the
cardTo 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 accountWhen 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 package that the person activating the card must be at least years old. On December 29, 2015, Mr*** attempted to activate the card purchased at *** with a cash load of $He spoke with our customer service who advised him that identity verification was required to activate his son’s account, but he declined to send the required documentsCustomer service provided him with an alternate option to use his card by converting it to Limited Use status so that the card could be used for in store purchasesMr*** declined this option because he wanted to use the card for online purchasesTwo days later the *** store contacted NetSpend to void the card saleNetSpend voided the card sale and returned the $to *** on December 31st. We spoke with Mr*** on January 6, 2016, and he requested we call him back the next day after PMWe will reach out to him at the scheduled time and address his concernsNetSpend regrets the inconvenience that Mr*** and his son experienced with our productWe have provided him our contact information should he have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, September 7, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning her 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 our card packaging. Ms*** attempted to activate her new account on August 26, 2016, but her identity information could not be automatically verified. We requested her to provide copies of her identification documents to verify her identityWe received partial identity documents from Ms*** on September 5, but still requested additional documentation A member of our Corporate Response Team spoke with Ms*** on the phone on September We advised of the remaining documents needed to fully approve her account, Ms*** advised us that unfortunately she would not be able to provide the documents needed at this time On September 08, our Corporate Response Team supervisor spoke with Ms*** and explained the reason for requesting the additional identity documentation and also that her account has been set to ‘Limited Use’ until fully activated. The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only. Ms*** has access to funds provided by the Limited Use option and as a courtesy we have issued an additional credit to her account for any inconvenience this may have caused. 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 additional comments regarding complaint # *** filed with your office by *** *** concerning her dispute claim. We reviewed ***’s additional comments. The merchant did not provide us with a phone number when Ms***’s Card Account was debited. As a courtesy, on April we issued a credit to Ms***’s Card Account for the disputed transaction and closed her claim. A member of our Corporate Office reached out to Ms*** and advised her of the courtesy credit applied to her Card AccountMs*** has been provided with our contact information should she have any additional questions or concerns. Thank 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 has experienced with the resolution of her disputes claim. On April 15, 2015, Ms*** disputed two transactions from The Car Store for $and $
that occurred February 13th and 14th respectively. Our Disputes Department closed her claim on April 27th as no error found and no credit issued. The merchant provided information to validate the charge and the company representative stated that she still had the car. We mailed the supporting documents for the closed claim to Ms*** on May 7th. Ms*** requested a review of her claim and the Disputes Department stated on December 4, 2015, that the claim will remain closed because no new information has been presented to reopen the claim. We reached out to Ms*** on March 29, by telephone and email, but unfortunately, we have not had the opportunity to speak with her. We will assist her with any new information she has concerning her disputes claim when she returns our call. NetSpend regrets any inconvenience that Ms*** experienced while disputing the merchant chargesShe has our contact information should she have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company