Realcor Developments Ltd.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***

Monday, March 27, 2017To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning her dispute claim On March 19, 2017, Ms*** contacted us to report an error with an ATM transaction that did not dispense any fundsWe promptly opened a
dispute claim and began our investigation We also informed Ms*** of the investigation timeframe afforded under Regulation E A member of our Corporate Office spoke with Ms*** on March and explained the dispute process We will provide Ms*** with the initial update by the end of the business day on March 31, 2017. Ms*** has been provided with our contact information should she have any additional questions or concerns Thank you,*** *** Corporate Customer Experience TeamNetspend, a TSYS Company

Friday, August 19, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning the closure of her accountWe 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 presented on the website when ordering the card and provided inside the envelope sent with the card mailingOn August 17, 2016, an Automated Clearing House (ACH) deposit arrived to MsFulk’s account in a name that was not listed as a cardholderThe next day, Ms*** attempted to add her sister-in-law as a secondary cardholder to her accountThe sister-in-law’s identity information could not be automatically verifiedWe requested MsFulk’s sister-in-law to provide copies of her identification documents to verify her identity manuallyUnfortunately, the documents Ms*** provided were inadequate to approve her sister-in-law as a secondary cardholder on the accountThe posting timeframe for her deposit expired on August 18, and we returned the funds to the senderOur Document Review Team identified risk factors associated with MsFulk’s accountDue to these concerns, we have closed her account and we are no longer able to offer her products managed by NetSpendA member of our Corporate Response Team spoke with Ms*** on August and assisted her in withdrawing her remaining fundsWe 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 *** ***Mrs*** states that she purchased a card for her minor son but it could not be activatedShe wants the funds returnedThe USA Patriot Act is a federal law that requires all financial
institutions to obtain, verify, and record information that identifies each person who opens a card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThe primary cardholder must be at least years of age for full activationOn May 13, we contacted *** *** and resolved the issue of returning the funds for the purchased cardThey will receive the check within business daysNetSpend regrets the inconvenience that *** *** and her son experienced while trying to activate his cardShe has been given 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***’s complaint to usAs you requested, we addressed this matter directly with Ms*** on December 22, 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:
I have returned all callshave emailed the company and made numerous other calls to speak to someone about the claimthey call once, leave a message and never return calls to answer questions, get further info from me, or email backI have tried contacting them at least times by phone, with no return callI tried providing info as to why the claim is valid, yet no one answers my calls or emails.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They have released my funds thank you
Regards,
*** ***

To Whom It May Concern: We received additional comments regarding complaint # *** filed with your office by *** *** concerning her account. We appreciate Ms***’s additional comments. The identity documents that Ms*** provided were inadequate to approve her account. Due to these concerns, we have closed her account and we are no longer able to offer her NetSpend services 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

Friday, March 30, 2018To Whom It May Concern: Thank you for forwarding Mr*** complaint to us. 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’ve reviewed Mr*** dispute claim and complaint that provisional credit was not providedAfter review, we’ve determined that his claim is being handled correctly. As you requested, we addressed this matter directly with Mr*** on March 28, by way of e-mailWe provided him with further insight on the dispute processThank you for bringing this matter to our attention.Thank you, *** ***Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning the problems he has experienced with his dispute claim. On August 12, 2015, Mr*** informed NetSpend of his desire to dispute several unauthorized charges that posted to his account
between May and July of On August 26th, our Disputes Team concluded their investigation by closing Mr*** claim with no credit being issued On December 16th, we received a letter from Mr*** requesting more information regarding his claim The claim was reviewed once more and closed on January 28th as no error found. I attempted to reach out to Mr*** on March 23rd and 28th to address his concerns, but have not heard back from himI requested a copy of his incarceration papers as he stated he was incarcerated during the time the transactions took place, but I have not received these documentsMr*** has been sent a copy of the documents from our Disputes Team explaining the conclusion of his claimShould Mr*** contact me, I will be glad to review his account with him.Netspend regrets any inconvenience that Mr*** experienced with the outcome of his claim 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 inconvenience that she’s experiencing with the disputes claim timeframeShe’s requesting for an immediate refund for the disputed transactions. On January 13, 2016, Ms***
called customer service to report three unauthorized charges from ** *** on her accountSince the transactions were pending at the time of her call, she was informed by customer service to dispute the transactions once the charges posted to her accountMs*** was erroneously informed by customer service that her claim would be credited within business daysShe disputed the charges the next day after the merchant collected the funds. NetSpend is in accordance with Regulation E Guidelines for Electronic Funds Transfers when resolving disputes claimsIt can take up to business days for an initial review of the claimHowever, if more time is needed to review the claim or provide the merchant with reasonable time to respond to our claim, it could be extended to days to finalizeOur Disputes Department will have an update for Ms*** by January 28thIf more time is needed to research her claim, our Disputes Department will determine if she’s eligible for a temporary credit. We spoke with Ms*** on January 14th and addressed her concernsWe apologized for the incorrect information that our customer service representative provided her withWe listened to the call recordings, and have taken appropriate action with the customer service representative that she spoke withOur Disputes Department reviewed Ms*** claim and issued a credit to her account on January 19th as a result of the misinformation provided. Although our disputes process can be time consuming, we appreciate Ms*** patience as we attempt to retrieve her fundsWe 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 her NetSpend Visa Prepaid Card.On January 11, we contacted with Ms*** to obtain additional details concerning her complaintShe explained that she was having difficulty activation
her cardWe addressed her concerns and provided her next steps needed in order to activate her card.NetSpend complies with the USA Patriot Act, which is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card accountThe card carrier enclosed in the envelope she received in the mail contains advice that we will request the consumer’s name, street address, date of birth, and Social Security number to complete activation.When Ms*** attempted to activate her card on January 6, we were unable to verify her identity using the information she providedAs a result, a temporary block was placed on Ms***’s account and we asked her to send us identifying documents.NetSpend regrets the inconvenience that Ms*** experienced while attempting to activate her cardWe have provided her our contact information should she have any additional questions or concerns.Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

Monday, May 2, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning her dispute claimOn February 14, 2016, Ms*** contacted us to report that she did not receive money from an ATM withdraw. We immediately opened a dispute
claim and we began our investigation. We informed her to send us a copy of the ATM receipt, or a dispute letter, to assist in the investigation of her claim. We also informed Ms*** of the investigation timeframes afforded to financial institutions, under Regulation E. We concluded our investigation on February and no credits were issued because we were unable to identify that an error occurredA letter explaining the dispute decision has been provided to Ms***Upon receiving her complaint, we reached out to Ms*** on May to discuss her dispute. We advised that the ATM owner provided documentation to validate the transactionWe understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure productWe 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 text messages she received about someone accessing her accountShe’s requesting access to her account and information about a direct deposit she was expecting. On February 7, 2016, a
caller identifying themselves as Ms*** called customer service to close her account. After verifying security, the account was closed and a request to send the remaining funds to the address on file was submitted. A text message was sent to the cell phone on record to inform of the account closure. Ms*** called later to inform us that she did not request the account to be closed and she wanted the account reopened and the card unblocked. Customer Service complied with her requests and informed her that a direct deposit was pending to post to her account. The name on the deposit was different than what is listed on the account and we require documents before posting it to MsScaff’s account. We spoke with Ms*** on February 10th and addressed her concerns. She emailed the required documents and her deposit posted to the account. Her account was also reviewed by our Fraud Prevention Team since someone different than her called to close the account. After identity verification, the Fraud Prevention Team removed all account blocks and gave Ms*** access to her funds. We recommended the changing of her card PIN and password to access the online account. NetSpend regrets the inconvenience that Ms*** has experienced with the closing of her active account and posting of her depositWe 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

Wednesday, April 12, 2017To Whom It May Concern:We received additional comments regarding complaint # *** filed with your office by *** *** concerning her dispute claims We appreciate Ms*** additional comments A member of our Corporate Office spoke with Ms*** on April 12, to explain the timeframe afforded to merchants when a dispute claim is filed Ms*** provided additional information to aid our investigation of her claim We forwarded her comments to the Dispute Department for review The results of the investigation will be sent to Ms*** in writing within business days of completing our investigation. We have provided Ms*** with 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 ** *** *** states that she was unable to activate the NetSpend card to pay a billShe wants her money back sooner than daysThe USA Patriot Act is a federal law that 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, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThe information provided by *** *** could not be verified automaticallyWe requested physical documents to validate the informationOn May 28, we spoke with *** *** about the refund checkWe discussed options for her cardWe are working with her to get the check sent sooner than twenty business days to the correct name and addressNetSpend regrets the inconvenience that *** *** experienced while trying to activate her cardShe has been given my contact information should she have any further 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 a block on his accountOn June 10, 2016, a temporary block was placed on Mr***’s account after his direct deposit arrivedFor the protection of Mr***’s account, we requested
documentation to verify his depositMr*** sent in his documents verifying the direct deposit on June and the block on his account was removedUpon receiving his complaint, we reached out to Mr*** on June 13, but unfortunately, we did not have the opportunity to speak with himWe apologize for the service that Mr*** experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents he spoke with.We have provided Mr*** 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 *** ***Ms*** states that her account was blocked as a result of her calling to change the nameShe wants to pay the outstanding amount and to have her money released to her on the accountOn May 10,
2015, Ms*** called to change the name on her accountThe agent performed an information verification check on the new name and the system automatically blocked the account due to an outstanding balance on a previous account in her nameThe funds were recovered on May 12th and the block on Ms***’s account was removedThat same day she gained access to the remaining funds on the account.NetSpend regrets the inconvenience Ms*** experienced with the blocked accountShe has been given my contact information should she have any additional questions or concernsThank you,*** ** ***
*** *** *** ***NetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning a block on his account that was caused by a merchant refund. Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our
cardholdersOn March 9, 2016, a systemic block was placed on Mr*** account after he received a refund from a merchantIn the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the MasterCard processing rules. On March 9th, Mr*** contacted Netspend regarding a block that had been placed on his accountOur Customer Service Department advised Mr*** of the document we would need in order to remove the blockWe received the document from Mr*** and our Risk Management Team removed the block on March 22nd. On March 22nd, I spoke with Mr*** to address his full concerns. NetSpend regrets the inconvenience that Mr*** experienced as a result of the block on his accountHe has my contact information should he have any further questions or concerns. Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, September 13, 2017To Whom It May Concern: Thank you for forwarding Mr*** complaint to us. NetSpend 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 us.In response to this communication, we permanently blocked the card offer on September 12, We have also removed Mr***’s name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs We attempted to reach Mr*** by phone and email on September 12, but unfortunately, were unable to speak with Mr*** We emailed him a letter on September outlining our actions 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 AnalystNetspend, a TSYS Company