Realcor Developments Ltd.

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning her Netspend cards.We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usThe requirement to obtain
this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification.We spoke with Ms*** to discuss our card product and her options to retrieve her fundsMs*** requested to have a check mailed to her address on fileShe should receive this check within business days.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

Tuesday, August 16, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning the remaining funds on her accountOn November 9, 2015, Ms*** contacted our Customer Service Department to report several unauthorized transactions
that posted to her account during the timeframe of July to July We immediately blocked her compromised card to prevent any further unauthorized chargesWe promptly opened a dispute claim and began our investigationWe also informed Ms*** of the investigation timeframes afforded under Regulation EWe concluded our investigation on July 24, with no credit being issued to Ms***’ account due to her filing the dispute claim outside of the timeframePer our terms and conditions, a cardholder must report a transaction they want to dispute within calendar days of electronically accessing their account as the transaction would have reflected in the transaction historyOur records indicate that Ms*** accessed her account, but did not contact us to open a claim until passed the timeframeOn November 24, 2015, our Risk Management Team closed Ms***’ account due to risk factors that were identifiedThese risk factors are not shared with consumers for security reasons and Ms*** is no longer eligible for products managed by NetSpendIn December 2015, multiple merchants through ***.com issued refunds back to Ms***’ account, totaling $2,A member of our Corporate Response Team spoke with Ms*** on August After reviewing her information, we confirmed with Ms*** that we will be mailing her checks for her remaining funds to the address on fileShe should receive these checks within business daysWe 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:We received complaint # *** filed with your office by *** *** concerning the inconvenience
that she experienced with our customer service when her funds were moved to
another cardholder’s accountShe’s requesting a refund for her dispute and for
the funds that
were transferred in error. On November
24, 2015, Ms*** called our Customer Service to report and unauthorized
charge on her NetSpend card by *** for $The transaction
was pending at the time of her call and could not be disputed in our
system. We blocked the compromised card
to avoid any future unwanted charges, and ordered her a replacement card by
rush delivery. The next day, Ms***
called to transfer her remaining funds to a new NetSpend card that she
purchased. The representative she spoke
with moved the funds to an incorrect account. When Ms*** called back later on November 25th, we
disputed the errant transfer of funds. Customer
Service informed her that an update would be provided on the tenth business
day, December 10th.We spoke
with Ms*** on December 2nd to open a dispute against the
SuperskinnyGC.com charge and to apologize for the errant transfer of funds. The agent’s actions are being reviewed for
appropriate actions. On December 3rd,
we replaced the funds that were transferred in error. The following
day, we verified that Ms*** received the rushed card in the mail and now has
access to her funds. NetSpend
understands that the disputes process can be time consumingWe appreciate Ms
***’s patience as we corrected the transfer error and as we attempt to
resolve her disputes claimWe 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 *** *** concerning her direct deposit that was not approved.Ms*** opened her Netspend account on October 4, We received a direct deposit on October Because the name did not match the name on
Ms*** account, the deposit was placed in a pending status On October 14, the deposit was returned back to the originator Once a deposit is returned, it can take up to business days to be received A member of our Corporate Response Team spoke with Ms*** on October regarding her depositWe provided her with the outgoing tracer number for the deposit for tracking purposesMs*** later confirmed that she would like us to close her accountWe closed her account on October 19.We apologize for the misinformation Ms*** received from our Customer Service Department regarding her deposit and that she could not escalate her concernsWe 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: Thank you for for***ing Ms*** complaint to usAs you requested, we addressed this matter directly with Ms*** on February 20, 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

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning her card order On August 19, 2016, Ms*** contacted us to report her card stolen We immediately blocked the card to prevent any unauthorized useWe ordered a replacement card to
be sent to Ms*** address on file with a 7-business day deliveryOur records do not show a call from Ms*** prior to August 19.A member of our Corporate Response Team spoke with Ms*** on August 22, concerning the delivery timeframe to receive her card We expedited a new card and Ms*** activated it on August 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:As I stated to Netspend this company is not willing to give me the information needed to make the return nor are they willing to refund my moneyThey've made it clear that I should either give away my items or just be satisfied with the items not being what I ordered
Regards,
*** ***

To Whom It May Concern: Thank you for forwarding Mr***’s complaint to usAs you requested, we addressed this matter directly with Mr*** on November 6, 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

Complaint: ***
I am rejecting this response because:the customer service agents and supervisors are rude and this has nothing to do with my dispute this has to do with the way agents and supervisors treat people
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Ms*** states that she called to report unauthorized charges and could not dispute it until laterShe wants the money credited to her accountOn July 21, 2015, Ms*** called to report
unauthorized charges on her cardThe agent recommended she attempt to get a refund from the merchant because it would be faster than the disputes processThe next day, we disputed the two unauthorized transactionsThe claim will receive an update within ten business days, August 5thThe provisional credit decision will be made at that timeWe spoke with Ms*** on July 31st, to explain the processNetSpend understands the disputes process is lengthyWe appreciate Ms***’s patience as we attempt to retrieve her fundsWe have provided her our contact information should she have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Mr*** states that EHarmony is charging his card after he cancelled the service on February 20, He wants a refund processed immediatelyOn August 19, 2015Mr*** called our customer
service to dispute an EHarmony transaction for $Customer service informed him that we were unable to create disputes claim until the pending transaction posted to his accountOn August 20th, EHarmony posted the $transaction to Mr***’s account, and on August 26th, EHarmony credited the $back to Mr***’s cardWe explained this to Mr*** when we spoke with him on August 31stNetSpend regrets the inconvenience that Mr*** experienced as a result of the unauthorized transactionWe have provided him with our contact information should he have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: We received additional comments regarding complaint # *** filed with your office by *** *** concerning activity on her closed card account. We appreciate Ms*** additional comments. We continued to investigate Ms*** ongoing dispute claim *** after the card account was closed on December 2, 2016. We completed our investigation on January 16, and issued a full reimbursement for the disputed transaction to the accountMs*** has activity alerts on her card account, she received a text message because of the creditA letter explaining the details of our investigation and a check for the remaining funds will be mailed to Ms*** address on file and should be received within business days. A member of our Corporate Response Team reached out to Ms*** on January 20, but we have not had the opportunity to speak with her. We emailed Ms*** the details of her account activity. We encourage Ms*** to contact our Corporate Office and let us know if she needs additional assistance. Ms*** has been provided with our contact information should she have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team Netspend, a TSYS Company

Complaint: ***
I am rejecting this response because: I was unaware that I had switched to any other type of planI used the cards as I had always and then noticed I was then being charged multiple chargesThe amount of charges are so high that it is basically robberyThis business gets so much money from people like me who have had their identity stolen and no longer want to put their personal information on the internetThat leaves is needing to use services such as these, YET THE FEES ARE BASICALLY DISTORTION!Regulations E was put into place to protect clients like myself from banks stealing money through outrageous fees I would think that a company like this must have to follow like guidelines.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: *** *** was no help to.me what so everHe did not explain any process to me and never gave me a time frameHe was very rude, and demanded to gather information about my disputeI told him to look at the disputeHe later hung up on me.
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning a cash load that has not been applied to her card balance On June 2, 2016, Ms*** visited a Walgreens location to load $to her card balance The load was never
received by NetSpend and was not applied to Ms***’s balance Upon receipt of her complaint, we spoke with Ms*** on June to assist with her missing cash loadMs*** provided a receipt showing the cash load she made at WalgreensWe completed our research on June and advised Ms*** that we do not show record of the cash load in questionWe referred her back to Walgreens for assistance, as they still have her funds 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

Thursday, December 24, 2015To Whom It May Concern:We received complaint # *** filed with your office by *** ***Ms*** states that she did not receive a replacement card as a result of her other card being blocked d due to her report of an unauthorized transactionShe’s
requesting access to her funds as soon as possible.On December 3, Ms*** called to inform us that she did not authorize the pending transaction from *** *** in the amount of $Our customer service blocked the card that was associated with the unauthorized transaction, in efforts to prevent additional compromise activity from occurringNetSpend can only dispute transactions that have posted to the account by the merchantAs a result of the transaction from *** *** being in a pending status, Ms*** was advised to contact us back if the merchant collected the funds for the pending transactionOn December 15, Ms*** contacted NetSpend requesting the status of her replacement cardUnfortunately a replacement card was not ordered when her initial card was blocked on December 3rdWe have taken the necessary actions with the customer service representative that she spoke with, to prevent this from happening in the futureA card order was placed for Ms*** on December 15thOn December 17th Ms*** contacted NetSpend and requested a funds transferShe spoke with a supervisor who submitted a request to our Risk Management Team, to allow the funds transferOn December 19th, the transfer was honored, and Ms*** was able to access her funds on the new account. I’ve attempted to reach out to Ms*** on December 23rd, but have not had the opportunity to speak with herAs a result of the inconvenience that she’s experienced, I have upgraded her new account to our Fee Advantage planI waived the monthly fee for one month, and reversed the fees that she’s received on the account as a courtesyNetSpend regrets the inconvenience that Ms*** experienced while waiting for her cardShe has 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 closed due to fraudulent activity and he was supposed to get a refund in business daysHe wants a full refund ASAP because he never received the fundsOur
Risk Management Team regularly monitors our customer’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to blocking Mr***’s account on April 17, We requested copies of identifying documents in order to remove the blockWe reviewed the documents and closed the account that same dayThe remaining funds on Mr***’s account were returned to the account where they were transferred fromNetSpend regrets any inconvenience Mr*** experienced with the review of his documentsWe have provided him with our contact information should he have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom
It May Concern:We received complaint # *** filed with your office by *** ***. Mr*** mentions that his new PayPal
Prepaid MasterCard, managed by NetSpend, could not be activated and he has not
received his refund check. In Our Fraud Prevention Team
regularly monitors account activity in order to
provide a safe and secure product for all of our cardholdersAs a result of this
monitoring, Mr***’s accounts were closed due to the identification of high
risk factors th Mr*** is no
longer eligible for NetSpend services. His
card purchased on September 30, 2015, was blocked when our system recognized
the identification information as belonging to a previously blocked
individual. A check for the remaining
funds on Mr***’s current card was mailed to his address on October 8th. NetSpend regrets any inconvenience that Mr
*** experienced as a result of his account closureWe have provided him
with our contact information should he have any additional questions or
concerns

To Whom It May Concern: We received additional comment concerning complaint # *** filed with your office by *** *** concerning her dispute claim. We appreciate Ms*** additional comments. A member from our Corporate Office spoke with Ms*** on February 27, 2017, regarding the Automated Clearing House (ACH) debit transaction collected on her Card Account on February 21. On February 28, we emailed the ACH dispute form to Ms***. Once the completed form is received we will continue with the dispute process to recover her funds. We received an email from Ms*** on March 07, informing us the merchant has returned the funds to her account and that she no longer needs to dispute the transaction We provided Ms*** 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 additional comments on complaint # *** filed with your office by *** *** concerning her dispute claim.On March 15, 2016, Ms*** contacted us to dispute an authorized transaction that posted to her accountWe immediately opened a dispute claim and began our investigationWe also informed Ms*** of the investigation timeframes afforded to financial institutions, under Regulation EWe concluded our investigation on May 16, and no credit was issued because we were unable to identify that an error occurredThe merchant provided documents to validate that the transaction was authorized by Ms***Upon receiving her complaint, we spoke with Ms*** on May to discuss the outcome of her disputes claimWe provided the documentation used in our dispute investigation by email and mai** We have provided Ms*** with our contact information should she have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company