Realcor Developments Ltd.

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning an unauthorized transaction on her account. On March 20, 2016, Ms*** noticed an unauthorized charge from Redbox and Credit Sesame on her Netspend card and contacted us to open a
dispute claimOur Customer Service Department opened a claim for the Redbox charge; however, the other transaction had not posted yetOur Disputes Team issued Ms*** a provisional credit on March 21st for the Redbox charge Ms*** later opened another claim on March 22nd for the Credit Sesame charge and requested a provisional credit for this as well.On March 29th, I spoke with Ms*** to address her concernsI requested she send a letter of dispute for the second claim, which she didOn March 31st, our Disputes Team issued her a provisional credit for the Credit Sesame charge while the claim is under investigation.We apologize for the inconvenience that Ms*** experienced while waiting to receive a provisional credit for both transactions she disputed She has been given 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: They told me that my check was mailed on Aug 3/and a wait of business daysThey keep extending the time frame and not returning my callsI need this money ASAP as I have already waited over a month for my money.
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Mr*** states that he purchased a card for his cousin but could not active because it asked for a Social Security NumberHe wants a refund for the full purchase *** of the cardFederal 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 residential 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 cardIf the information provided cannot be verified by, we will request documents to manually verify the account informationThe NetSpend card package informs the buyer that we require the above informationIt also advises that the person on the card account must be at least years of ageOn August 10, 2015, we contacted Mr*** to offer options on getting his funds from the cardHe elected to have a refund check sent to himWe will mail his check on August 14thWe apologize for the inconvenience that Mr*** experienced while attempting to activate his cardWe 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 *** *** concerning a NetSpend Western Union card that was mailed to her that she did not orderShe’s requesting for NetSpend to remove her information from the system and an explanation on how we obtained her
information. NetSpend 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 age. On January 6, 2016, we reached out to Ms*** by telephone and email. We have not had the opportunity to speak with her, but will address her concerns when she returns our callWe have canceled the card offer that was sent, and have updated our systems to prevent future card offers from being mailed to her address. Additionally, we have submitted a request to our Marketing Department in order to obtain information on how Ms***’s name and address was obtainedWe will convey that information to her once it is received. We regret any inconvenience Ms*** experienced as a result of this card offerShe has been given 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 *** *** regarding a disputed transfer of funds to another NetSpend account that he did not authorize. He’s requesting a refund for the transferred funds. On February 16, 2016, someone claiming
to be Mr*** called to transfer funds to another NetSpend cardholder’s accountThis individual successfully answered all security questions associated with the account, which allowed the customer service representative to transfer the funds. Mr*** called later that same day to report that the transfer was unauthorized and we opened a dispute on the transactionOur Disputes Department will update his claim on March 1st. On that day, it will be determined if more time is needed to investigate the claim and if a temporary credit will be issuedOur Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn February 16, 2016, our Fraud Prevention Team blocked Mr***’s account and left a voice message requiring that he call them to review the recent account changes. They attempted to reach him a second time on February 23rd. Once they speak with him, it will be determined if the account block can be removed. We spoke with Mr*** on February 18th. We apologize for the inconvenience that Mr*** went through while waiting for his disputes claim to be resolved. He has been given our contact information should he have any additional questions or concerns. Thank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

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 after $more is credited as I had to use my card more times after *** credited those fees
Regards,
*** ***

To Whom It May Concern: Thank you for forwarding Mr***’ complaint to usAs you requested, we addressed this matter directly with Mr*** on January 2, 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: they keep saying I was not eligible but I have documentation that states otherwise and this is my issueThey are not acknowledging that this documentation was sent to me by Netspend in written and electronic formDocumentation must stand for something if It is coming directly from the company They cannot just give me a word of mouth reason when documentation stating otherwise was sent to me on more than one occasionI also put the claim in May and I am waiting till July with no updatesThey need to follow what is being said via written correspondenceThey mail me something and then say something else by phone and have no documentation to state the facts that are being verbally told to meIt doesn't add up
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Ms*** states that she sent Power of Attorney documents to NetSpend and they have not been returnedShe wants the legal documents returned to herOn August 7, 2015, we reached out to Ms*** by
telephone and emailWe researched her concern about the Power of Attorney documents, and our records indicate that UPS delivered those documents to her address on August 4thWe emailed her the tracking number for the packageWe apologize for any inconvenience that Ms*** has experienced while waiting for her documents to be returnedShe 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:We received complaint # *** filed with your office by *** *** concerning fees on her NetSpend
account, as well as her concern with the direct deposit amount that she receives from Social Security. She’s requesting for her account statements
to be
reviewed for discrepencies. On November 30, 2015, we spoke with
Ms*** to provide information about her concerns. She informed us that the Social Security
Administration cleared up the difference in her deposit amount on November 25th. NetSpend posts the full amount of the
deposits within the hour of receiving them from the sender. We further explained that the Fee Advantage
Plan on her account waives the $fee for credit, and $fee for debit
transactionsThe fees she incurred on the account are the result of ATM
withdrawals, declines, and balance inquiriesWe provided her with alternatives
to avoid being charged some of the fees that have incurred on her accountThis
can also be found on our website, www.ACEEliteCard.com. NetSpend
regrets the inconvenience that Ms*** experienced with fees charged on her
card. We 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 a block that was placed on
his account as a result of having a negative balance. He’s requesting to have access to his account
immediately so that he can access the funds that were
recently depositedOn
October 2, 2015, our system blocked Mr***’ account because it had a
negative balance of $for consecutive days. He received a direct deposit to the same
account on November 4th for $1589.66, and a notification was sent to
our Recoveries Department to recover the negative balance in efforts to remove
the blockOn November 7th, the negative balance was recovered and
the account block was removed. A text
alert was also sent to Mr*** to notify him of the block removal. We reached
out to Mr*** by telephone and email on November 12th. We have yet to speak with him, but will
assist with his concerns when he returns our callNetSpend regrets the
inconvenience that Mr*** experienced as a result of the account
block. 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: We received additional comments on complaint # *** filed with your office by *** *** advising that she has not received her checksShe’s requesting to receive her funds. On January 6, 2016, we spoke with Ms*** and she informed us that she received both of the checks we mailed to her addressWe are glad that she received her funds and she has our contact information if additional assistance is neededThank you, *** ** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Ms*** states her card would not activate because her address is designated as high riskShe wants a full refund of her moneyTo 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 residential 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 cardWe list the card fees on the outside of the packagingWe attempted to reach Ms*** by telephone and email on July 9, When she returns our call we will discuss her options to retrieve her fundsWe need to gather a valid physical address if she intends on using the cardNetSpend regrets the inconvenience that Ms*** experienced while trying to activate her cardWe have provided her our contact information should she have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Friday, October 30, 2015To Whom It
May Concern:We received complaint # *** filed with your office by *** *** concerning his open disputes claim
for a transaction that did not go through in the store. He’s requesting an escalated review of his
claim. On October
20, 2015, Mr
*** called our customer service to report a transaction that was
declined in the store, but debited from the card balance. He disputed the transaction with *** * for
$58.65. We informed him an update would
be given within ten business days, November 3rd. We spoke with him on October 30th,
and per his request, we asked for the Disputes Department to review the claim
for expediting. We are also reviewing
the calls to confirm the misinformation he received about the disputes
timeframe. We will update Mr*** with
the results once they are available.We regret
the poor experience Mr*** experience with disputing his transaction and we
appreciate his patience as we investigated the claim We have provided him our contact information
should he have any additional questions or concerns. Thank you,*** ** ***Corporate
Customer Response TeamNetSpend A
TSYS Company

Complaint: ***
I am rejecting this response because:After I got the initial contact, I was sending out emails along with the e-version of the physical documents I mailed to netspend at early February to understand what exactly information was NOT included within the documents I mailedSince the "letter of indemnity" is not a standard form within Chase, there is no way for me asking Chase to provide what Netspend is looking for without further clarification based on what I already provided at early FebruaryAs an pending question, I still did not receive any comments from Netspend on how to deal with the bank I am no longer being with.I send follow up emails and leave voice message with Billy since the initial contactI would like to keep this ticket until the issue is fully resolved
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** *** regarding her request to be reimubrsed for the funds loaded to her Netspend card. Ms*** purchased her Netspend card on April 1, Additional information was needed to approve her account and
our customer service requested she send us her identity documentsOn April 5th, we received documents from Ms***, but we were unable to approve themOur Customer Service Department offered to convert her 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 discardedMs*** agreed to have her card converted to Limited Use. On April 8th, I spoke to Ms*** by phoneMs*** advised she sent more documents to be reviewed after accepting the Limited Use option on her card; however, once a card is set to Limited Use it cannot be reversedMs*** requested to receive a check for her funds by mail to the address on fileShe should receive her check within business days. NetSpend regrets the inconvenience that Ms*** experienced with our productWe 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 usAs you requested, we addressed this matter directly with Ms*** on March 16, 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

Wednesday, November 23, 2016 To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning a NetSpend Prepaid Visa card he purchased. 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 themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase Mr*** purchased a Netspend card at DOLLAR GENERAL on November 3, 2016, and loaded $onto it When Mr*** called to activate the card, we were unable to verify his identity with the information that he providedWe asked Mr*** to send us copies of his identity documentsMr*** advised that he would not be able to provide us with the documents needed to fully approve his account, and he requested that we mail him a check for his available balance to the address on fileWe mailed Mr*** his check on November 9.A member of our Corporate Response Team spoke with Mr*** on November 21, concerning his checkWe have updated Mr*** information and mailed him a replacement check on November He should receive this within business days.We apologize for the misinformation Mr*** received from our Customer Service Department regarding the delivery timeframe of his checkWe have reported these incidents 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 concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom
It May Concern:We received complaint # *** filed with your office by *** *** with regards to disputing
transactions on his card that resulted in the closing of his account. He wants his account reopened and his
disputes claim re-reviewed. On
August 31st, Mr***
logged into his online account to open three disputes
claims involving transactions occurring between June 3rd and August
17th. Two of the claims were reimbursed
for the disputed amount, and a check for those funds was mailed to Mr*** on
September 24th. The third
claim is a merchant dispute, and is currently being reviewed by our Disputes
DepartmentThis claim will be resolved by November 2nd. We’ve sent the transaction history statements
for to MrHill’s e-mail so that he can review the transactions that occurred
and inform us which ones he desires to dispute.In
an effort to protect NetSpend cardholders, Our Risk Management Team regularly
monitors their accounts in order to prevent compromising activity, or
unacceptable account usageOur
Risk Management Team identified risk factors that led to the blocking of Mr
Hill’s accounts on September 15, 2015. Mr*** is no longer eligible for NetSpend services as a result of
these risk factors. NetSpend
regrets the inconvenience that Mr*** has experienced with the closing of his
account. We have provided him 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 additional comments for complaint # *** filed with your office by *** ***Mr*** desires NetSpend to contact the merchant and resolve the excessive refund credit placed on his card balanceOur Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn August 24, 2015, a systemic block was placed on Mr***’s account after *** credited his card $There was no corresponding debit for this transactionOur security policy prevents us from contacting the merchant and giving the customer’s card numberWe only have the credit transaction from the merchantThe customer has the transaction history to discuss with the merchant concerning the original charge or the return of products or servicesThe fastest most efficient way to resolve the excessive refund block is for our customer to provide the original purchase receipt to NetSpend for reviewMasterCard usage guidelines do not support accepting refund credits without a corresponding purchaseTo comply with these guidelines, merchants are supposed to initiate refunds in the same manner the original payments were receivedTo remain in accordance with this guideline and help with the prevention of fraud and money laundering, NetSpend’s system is designed to temporarily hold an account when a refund is received to a card without a corresponding purchase made from the same account until the original purchase can be confirmedNetSpend regrets the inconvenience that Mr*** experienced as a result of the excessive refund block on his accountHe has been provided my contact information should he have any further questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company