Realcor Developments Ltd.

Complaint: ***
I am rejecting this response because:I have yet to receive my refund yet..Just the same story they gave from the beginning.Please do not close this complaint until I received the refund
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I do not intend to use Netspend anymore in the future and the issue has already been resolved
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Ms*** states that she received a message after activating her card that it could be used for purchase transactions, but it was denied when she tried to use itShe wants to use the money on her
cardOn July 8, 2015, we attempted to contact Ms*** about the use of her cardWhen she contacts us we will be able to assist with the details concerning card usageWe were unable to locate her specific card with the information she providedNetSpend regrets the inconvenience that Ms*** experienced with our cardWe have provided her our contact information should she have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

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***’s dispute claim
and complaint that provisional credit was not providedAfter review, we’ve determined that his claim was handled correctlyAs you requested, we addressed this matter directly with Ms*** on April 26, by way of e-mailWe provided her with further insight on the dispute processThank you for bringing this matter to our attention*** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom
It May Concern:We received complaint # *** filed with your office by *** *** concerning his inconvenience with
accessing his funds on the NetSpend card that he purchased. He’s requesting his funds to be returned to
him. To
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 or
add a secondary cardholder, 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. Mr
*** purchased his NetSpend card on December 4, Additional information was
needed to activate his account, and our customer service requested for him to
send in identity documents Since Mr
*** preferred not to send us identity documents, he was provided an option to
convert his NetSpend account to Limited Use statusLimited Use allows funds to
be dispensed from the NetSpend card at the point of sale, using PIN and Signature
transactionsOnce the funds are dispensed, the account will close and the card
can be discardedMr*** agreed to have his card converted to Limited Use
On December 9th, we spoke with Mr*** and addressed his concerns
with the card use. NetSpend
regrets the inconvenience that Mr*** experienced while attempting to activate
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

Friday, April 06, 2018To Whom It May Concern: Thank you for forwarding Ms*** complaint to usWe were unable to locate her card offer or research the complaint using the information provided. We attempted to reach Ms*** by phone and email on April and April 6, but
unfortunately, we were unable to speak with Ms***. Her case has been assigned to a Corporate Customer Response Team Analyst, *** will attempt to reach Ms*** again on April 9.Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thanks, *** ***Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning declined transactions that occurred on her card.On August 9, 2016, Ms*** purchased a Netspend card at WALMARTOn August 17, Ms*** contacted us to activate her card, but our system was
unable to automatically verify her identityWe requested Ms*** send us her identity documents in order to verify her identity to fully approve her account however, Ms*** instead requested to have her card set to ‘Limited Use’The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Once all the funds are dispensed, the account will close and the card can be destroyed because it cannot be reloaded On November 12, Ms*** attempted to use her cardAfter several attempts to use her card, Ms*** received declined transaction reasonOur records indicate that the decline code reasons, were due to an invalid pin and insufficient balance because of the associated transaction fees.A member of our Corporate Response Team reached out to Ms*** on November 28, to discuss the reason why her card was declinedMs*** requested to have a refund check mailed to her for the remaining balanceMs*** should receive this check within business daysAdditionally, as a courtesy, we provided credit back to Ms*** account for any fees she was charged.We apologize for the poor 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 the fees associated with her Netspend card The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the
cardThis information is also available on our website.On February 17th and 22nd, 2016, I attempted to contact Ms*** by phone and email to address her full concerns, but have not heard back from herI will assist Ms*** further once she returns my call. NetSpend regrets the inconvenience Ms*** experienced with the fees charged for using the cardWe 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: Thank you for forwarding Ms*** complaint # *** to us We reviewed Ms*** dispute claim and determined that it was handled appropriately We validated that Ms*** card is no longer active and cannot be used for additional
unauthorized transactions. We completed the investigation of Ms*** claim on April 27, and reversed the provisional credit due the merchant providing a full refund for the disputed transactionWe attempted to reach Ms*** by phone and email on May 1, and May 8, but unfortunately, we were unable to speak with herWe emailed Ms*** on May 8, her transaction history for January We also provided information concerning her dispute claim and outlining our actions to resolve her 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 block that
initiated on her account after a merchant refund was applied to her card. She’s requesting for her card to be unblocked
so that she can gain access to the
funds. Our Fraud Prevention Team regularly
monitors account activity in order to provide a safe and secure product for all
of our cardholdersOn July 4, 2015, a systemic block was placed on Ms***’
account after *** credited her card $In 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 VISA
processing rules. The merchant can also
reverse the credit and issue the funds to Ms*** by another method of
reimbursement. A third option would be
for the merchant to send a Letter of Indemnity to NetSpend so that the funds can
be returned to the originatorThe originator would then apply the credit by
other meansMs*** advised our customer service that *** would send
us a Letter of IndemnityWe received documents that were sent by ***, but
they were not accepted per our guidelines. On October 29th, we spoke
with Ms*** concerning the account block and assisted her with removing the
block. Currently the funds that were
credited by *** are pending until we receive the Indemnity Letter from
*** Insurance Company. Once we
receive the official Letter of Indemnity, we will return the funds by check to
*** within business days. NetSpend
regrets the inconvenience that Ms*** experienced as a result of the block
on her account. She has been provided 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 her account. During routine monitoring, we placed a temporary block on Ms*** account, on May 2, 2016, because we detected suspicious activity on her card Ms
*** contacted our Customer Service Department and we requested copies of her identity documents Ms*** was not able to provide all of the necessary documents and requested to close her account on May 6. Upon receipt of her complaint, we spoke with Ms*** on May to address the block on her accountMs*** sent us additional documentation and we were able to remove the block on her account We reopened Ms*** account and she has regained access to her funds.We understand it can be frustrating to be unable to access your funds NetSpend is very committed to providing a safe and secure product We appreciate Ms*** patience while we removed the account block 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 card he is unable to activate unless he sends identity documents. He’s requesting a refund of his money. To 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 or add a secondary cardholder, 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. Mr*** attempted to activate a NetSpend card on February 21, 2016, but his information did not automatically approve and additional information was needed to fully activate his account. Our Customer Service requested for him to send identity documents so we could manually approve his account. He refused to send the required documents. We reached out to Mr*** by telephone and email on February 23rd, but unfortunately, we have not had the opportunity to provide him all the options for getting the funds from his card. On March 1st, we complied with his request to close his account and sent him the refund. He will receive the funds from his card balance within ten business days. NetSpend regrets the inconvenience that Mr*** experienced while attempting to activate his card / account. We have provided him with our contact information should he have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

Complaint: ***
I am rejecting this response because:Good afternoon,It is March 28th, 2016, and I am still waiting for my refund that is illegally being held up by your company I have contacted the IRS office multiple times, and theykept informing me to contact Netspend to obtain my refund So please let me know when you will release my refund to either the IRS or to me Thank you for your assistance
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning a NetSpend Prepaid MasterCard offer his wife received in the mail. 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.The 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 activated.A member of our Corporate Response Team spoke with Mr*** on November 2, 2016, regarding the card offer his wife receivedMr*** was concerned that in receiving an email about a card that his wife did not have in her possession, that it may have been related to a recent attempted breach of her identity; however, the address on file for his wife showed a different address than he providedWe determined that the card offer was sent to their previous address, as the card offer was mailed to her on June At his request, we permanently blocked the card offer and removed his information from further marketing offers for Netspend productsAdditionally, we are requesting the card source information of when Netspend received his wife’s information, and we will provide this information to them once we receive it.We apologize for the difficulty Mr*** had in reaching our Customer Service and Law Enforcement Teams.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: Thank you for forwarding Mr*** complaint to usThe card Mr*** son purchased is a reloadable, prepaid debit card and not a gift cardThis type of product is intended for individuals who wish to have access to an electronic form of payment, but would like
an alternative to a traditional bank 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 themWe understand that because the original packaging was discarded, Mr*** may have not seen the package which states “This is not a gift card” and that the consumer must be at least years of age in order to activate the Card Account. The most common fees for using the card and for maintaining the Card Account, including inactivity fees, are fully disclosed in the Cardholder Agreement that was also included in the card packaging. We attempted to reach Mr*** by phone and email on February 15, but unfortunately, were unable to speak with Mr***We emailed him on February outlining 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 Analyst Netspend, a TSYS Company

Complaint: ***
I am rejecting this response because: Social Security is working directly with me regarding the funds that were for my son. I filled a waiver form out on June 15th, 2015. Social Security and the Deptof Treasury explained they had nothing to do with NetSpin. No communication whatsoever or nothing to do with the prepaid card with NetSpin. The funds went thru Metabank. Social Security said they will determine whether I had to pay the money or not. They stated they did not give NetSpin any permission to hold funds. NetSpin is taking matters in their hands. I went to the Social Security office talked to a representative and I talked three times by phone to get an understanding. Every representative stated they have had no contact with NetSpin and have no reason to talk to themI have all application and letter directly from Social Security and none states any where they said NetSpin was to hold the money and stated they were not suppose to hold it. In the meantime, this is my check they are holding. Again, they closed the card instead of freezing my son social security number. Social Security an I are working on my son funds and I want mines released. NetSpin are playing games. Social Security not investigating anything when it comes to NetSpin, again, they are working directly with me
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning his card activationWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen 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 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 and the fees are listed on the outside cover for viewing before purchasingOn June 4, 2016, Mr*** attempted to activate a new NetSpend cardBecause he did not provide a physical street address, we were unable to verify his identity informationIn lieu of sending in his identity documents, Mr*** opted to convert his card to ‘Limited Use’The ‘Limited Use’ option allows the card to be used for in store purchases, but not online or over-the-phone transactionsOnce the card is converted to ‘Limited Use’, it can not be reversedUpon receiving his complaint, we spoke with Mr*** on June to assist with his card useWe explained the ‘Limited Use’ option and we transferred Mr*** funds to another account in his nameWe apologize for the service that Mr*** experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agent 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

Monday, September 18, 2017To Whom It May Concern: Thank you for forwarding Ms*** 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 Ms*** dispute claim and complaint that provisional credit was not providedAfter review, we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms*** on September 10, by way of telephoneWe provided her with further insight on the dispute processThank you for bringing this matter to our attention.Thank you, *** ***Customer Experience AnalystNetspend, a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning his dispute claim.During routine monitoring, we placed a block on Mr*** card, on May 5, 2016, because we detected suspicious transactions on his accountOur Risk Management Team blocked
Mr*** account and card as a protection after recognizing suspicious transactionsMr*** contacted us and advised that the transactions were unauthorizedWe requested a replacement card to be expedited to him at no costWe were unable to open a dispute claim immediately because the transactions were still pendingTo assist Mr*** with his dispute, we needed the transactions to first settle to his account.On May 6, Mr*** contacted us to dispute the unauthorized transactions that posted to his accountWe immediately opened a disputes claim and began our investigationWe also informed Mr*** of the investigation timeframes afforded to financial institutions, under Regulation EWe concluded the investigation of Mr*** dispute claims on May and issued a full reimbursement for the disputed transactions back to his account balanceWe 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.Mr*** has been provided 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 # 1*** filed with your office by *** *** concerning a block that took place on her card that was caused by a previous negative balance. She’s requesting to pay the negative balance and have the block removed from her cards. On
January 13, 2016, Ms*** attempted to activate a new NetSpend card. Our system recognized that she had a previous negative balance for more than days, and it automatically blocked her new accountShe was informed of the past due amount from our customer service, but purchased a second card on February 3rd. The second card / account was also blocked by the system. These accounts were closed on February 9th and she will receive refund checks for the card balances within ten business days. We spoke with Ms*** on February 8th and addressed her concerns. We provided her with options on how to settle the negative balance in order to remove the account blocks. NetSpend regrets the inconvenience that Ms*** experienced while attempting to activate new NetSpend cards. 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 Compan