Realcor Developments Ltd.

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Ms*** states that she disputed a transaction at Bed Bath and Beyond, but NetSpend will not refund the moneyShe wants a refund because she did not make the purchaseOn July 16, 2015, we spoke
with Ms*** about her closed disputes claimWe did not receive a letter of disputes explaining the reason why she filed a claim against the charge from Bed Bath and Beyond for $She was at work at the time of the transaction and the card was in her possessionShe will email the letter and we will review it pertaining to the disputes claim against the merchantNetSpend regrets the inconvenience Ms*** experienced with the results of her disputes claimWe have provided her our contact information should she have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: ***
I am rejecting this response because:I only made an inquiry about an additional card userNetspend once again, as is their habit, made a unilateral decision to issue a card in someone else's nameOver the years, I have called, written and emailed, yet they continued to issue cards and give me excuse after excuse why they could not remove the person's name from my accountIt is mind boggling that they simply do not take responsibility for their actions
Regards,
*** ***

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning a replacement card he requested to have expedited to his mailing address. On January 16, 2017, Mr*** contacted our Customer Service Department to report his
card as lost and request a replacement card to be mailed to his address on fileThe standard delivery timeframe is 7-business days. Mr*** contacted us on January 24, because he had not received his replacement cardMr*** confirmed with our agent that the address we had on file was incorrect and we corrected itMr*** requested that we expedite him a replacement to his updated address and was informed by our agent that the option to expedite a card was not available for his card account A member of our Customer Experience Team spoke with Mr*** on January We ordered Mr*** a card to be expedited to his address via UPS and provided him with a tracking numberOur records indicate Mr*** received and activated his card on January We apologize for the service that Mr*** experienced with our Customer Service Department. We have reported this incident to the management staff of the customer service agents he spoke with so that they receive appropriate coaching concerning replacement card ordersAs a courtesy, we issued a credit to Mr***’ account due to his initial replacement card being ordered to the incorrect addressAdditionally, our records show Mr***’s Card Account is not charged a monthly feeWe have provided Mr*** with our contact information should he have any additional questions or concerns. Thank you, *** *** Corporate Customer Response Team NetSpend A TSYS Company

Friday, December 23, 2016To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning his PayPal Prepaid Card Account. On December 19, 2016, Mr*** ordered a PayPal Prepaid Card Account onlineMr*** linked his Prepaid Card Account
to his PayPal Account the same dayMr*** wanted to transfer his funds to another PayPal account, but he was advised that he would not be able toMr*** requested that we close his Card Account and mail him a check for his remaining funds to the address on fileMr*** check was mailed on December 21.A member of our Corporate Response Team spoke with Mr*** on December We advised that linking his accounts will allow him to transfer funds from his PayPal Account to his Prepaid Card Account, but not vice versa. We apologize for the poor service that Mr*** experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.We provided Mr*** with our contact information should he have any additional questions or concerns Thank you,*** ***Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, December 30, To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning a card offer received by her minor son. She would like to know how her son received this offerNetSpend 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 activatedDuring activation, NetSpend 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 offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved in the offer or activation On December 30, 2015, we attempted to contact Ms*** in effort to obtain additional details for the card offer receivedWe apologize for any rude or inconsistent behavior she’s experienced while speaking with customer service. It is always our intent to provide staffing that is courteous and informative. We will address her concerns when she returns our call. NetSpend regrets any inconvenience our card offer may have caused Ms***. She 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 *** *** concerning her dispute claimOn October 28, 2016, Ms*** contacted us to report a pending unauthorized transaction for $from Maurices.com that was made on October 21, We immediately
blocked her card to prevent additional unauthorized transactionsWe ordered her a replacement card at no cost and released the pending transaction to her card balance that same dayWe also informed her that the release of this transaction was not a stop payment or cancellation, and if the merchant collected at a later time, she would need to file a dispute at that timeThe merchant, Maurices.com, collected $on November 19, using the authorization they received on October 21, Ms*** called us to dispute the transactionWe immediately opened a dispute claim and began our investigationWe also informed Ms*** of the investigation timeframe afforded under Regulation EOn November 21, 2016, we issued a provisional (temporary) credit for the disputed transaction so that Ms*** could have access to the funds while we continued our investigationWe also refunded any associated feesThe claim is scheduled to be finalized by January 6, The results of the investigation will be sent to Ms*** in writing within business days of completing our investigationIn response to her communication, a member of our Corporate Response Team reached out to Ms*** on November 21, 2016, unfortunately we have not had the opportunity to speak with herWe have provided Ms *** with our contact information should she have any additional questions or concernsThank you, *** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: ***
I am rejecting this response because: First, netspend did NOT know the charge was unauthorized until after they blocked my cardThen the next day they had it as marked stolen when it was supposed to have been unblocked by morningThe replacement card was supposed to arrive within 1-buisness days, and when called about that, they would not give me a tracking number and said to keep waitingWhen I first asked if I could just buy a new card and transfer the money the lady said no, because I had to have the card daysSo after a week of no access to my funds I was told by another supervisor I could get another card to transfer my fundsSo I had to barrow more money to buy another card and call netspend again to transfer moneyOn the 7th and 8th day after netspend blocked my card I did recieve a replacement oneAnd I did recieve the refund of 49.95, because I had already called that company and spoke to them about the charge before I knew my card was even blocked.
Regards,
*** ***

Tuesday, April 04, 2017To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning an unauthorized charge on his PayPal Prepaid MasterCard Account. On February 12, 2017, Mr*** contacted us to report an unauthorized transaction on his Card
Account We blocked the card ending in *** to prevent any further unauthorized use, but a replacement card was not ordered A member of our Corporate Office spoke with Mr*** on March and apologized for the delay in receiving a replacement card As a courtesy, we expedited a new card ending in *** and waived the shipping cost We informed Mr*** it would take 2-business days for a card to arrive at the address on file Mr*** chose not to open a dispute claim against the charge he initially contacted us about on February 12. We are sorry to hear that Mr*** had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures.We have provided Mr*** with our contact information should he have any additional questions or concerns Thank you,*** ***Corporate Customer Experience 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 her disputes claimShe’s requesting
a refund for the disputed items. On November
25, 2015, Ms*** disputed a charge from the
merchant, City of ***
Utility for $212.83. She informed our
customer service that the charge was unauthorized because the prior month’s
payment was supposed to be for one time onlyWhen Ms*** spoke with
customer service, she was informed that an update would be provided within
business day, December 10th. On
that day our Disputes Department will provide an update on the claim, and determine
provisional credit eligibilityThe claim can take up to days from the
creation date to finalize, to allow the merchant reasonable time to respond to
the disputes claimWe spoke
with Ms*** on December 2nd and conveyed this information to her. NetSpend understands that the disputes
process can take some time to resolvePlease know that we are working a
diligently as possible in attempt to recover the funds for Ms***We
appreciate her patience as we attempt to retrieve her fundsWe 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 closure of his account On October 11, 2016, Mr*** contacted us to dispute several unauthorized transactions that posted to his account. We promptly opened a
dispute claim and began our investigation. We informed Mr*** of the investigation timeframe afforded under Regulation EOn October 24, we issued a provisional credit to Mr*** account while we continue with our investigationThe claim is scheduled to be finalized by the end of the day on November 25. The results of the investigation will be sent to Mr*** in writing within business days of completing our investigation Additionally, our Risk Management Team closed Mr*** account on October 24, due to risk factors that were identified while investigating his claimThese risk factors are not shared with consumers for security reasons and Mr*** is no longer eligible for products managed by NetSpendA member of our Corporate Response Team reached out to Mr*** on October 26, by phone and email, to discuss the closure of his account and his fundsMr*** responded via emailWe confirmed with Mr*** that we are mailing him a check for his available fundsMr*** check was mailed via USPS on October and he should receive it within 7-business days We apologize for the misinformation Mr*** received from our Customer Service Department regarding his fundsWe 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 concerns. Thank you, *** *** Corporate Customer Response Team NetSpend A TSYS Company

Wednesday, March 1, 2017To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning her card that was not received. On February 4, 2017, Ms*** ordered a Netspend Card Account through Turbo Tax We mailed a card ending with *** on February
6, to the address provided on the Turbo Tax website A tax refund deposit posted to the Card Account on February In response to her communication, a member of our Corporate Office spoke to Ms*** on February 27, to inquire about the card ending with *** that she did not receive in the mail She called back later to inform us that the card ending with *** was received at her mother’s house and she would retrieve it from there We informed her that there were no fees assessed for sending the card ending with *** 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 Experience Specialist Netspend, a TSYS Company

Complaint: ***
I am rejecting this response because:
They need to get my money back into my account by April 1st
Regards,
*** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Mr*** states that his son could not activate his new NetSpend card because he is a minorHe’s requesting to be reimbursed for his card purchaseTo 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, 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 cardOn the outside of our card package, we notify the consumer of this information, including the disclaimer of the consumer being at least years old to activate the cardOn September 29, 2015, Mr*** called to activate his son’s NetSpend cardHe provided his information instead of his son’s, and the card was activated for useNetSpend regrets the inconvenience that Mr*** and his son experienced while activating the cardWe have provided him with our contact information should he have any additional questions or concernsThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: ***
I am rejecting this response because: It doesn't answer any kind of question, or give any legitimate reason why my account was closed. Furthermore, I am still owed in upwards of $for the remaining balances on my accounts. I was assured by multiple members of netspends so-called customer service I would receive a check from them no later than Tuesday. It is now Friday, where is my money? I tried to reach this C*** ***, all day today, and left multiple messages, after being ill yesterday, and have received no response
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
Regards,
*** ** ***

To Whom It May Concern:We received complaint # *** filed with your office by *** *** Ms*** mentions that NetSpend closed her account and is supposed to be sending her funds back to the IRS. New and existing accounts are reviewed regularly by our Risk Management
Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulationsOn February 17th, 2016, our Risk Management Department closed Ms***’ account due to risk factorsWe have advised Ms***’ that her funds will be sent back to the IRS once we have received confirmation from them.Netspend regrets the inconvenience that Ms*** experienced while waiting for her funds to be sent back to the IRSWe 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 the inconvenience he experienced with adding a secondary cardholder to his NetSpend account. 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 and at the website, www.netspend.com. On February 25, 2016, Mr*** added two secondary cardholders to his account. The information for one cardholder approved, but the other did not. Mr***’s account was notated with the status of each new cardholder. A deposit posted to Mr***’s account for the approved cardholder on March 16th. A second deposit arrived for posting on March 25th, but it could not be accepted because the information for this cardholder was not approved. An alert notice was sent to Mr***’s online mailbox and his account was notated. That same day, he sent documents for the secondary’s approval, but they were not acceptable. The document sent on March 30th was also unacceptable, so the deposit was rejected and returned to the sender. We spoke with Mr*** on April 4th and addressed his concerns. He explained that his state issues photos on the temporary ID’s, but we do not accept the temporary ID. He also informed us that the IRS has received the returned refund and will issue a paper check to the recipient. NetSpend apologizes if our request for a state issued photo ID was not clear. We will adjust our scripting in an effort to present clear communication to our customers. We have provided Mr*** with our contact information should he 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 dispute claim. On September 26, 2016, Ms*** contacted us to report unauthorized transactions that occurred on her account. We promptly blocked her card
and opened a disputes claim and began our investigationWe also informed Ms*** of the investigation timeframe afforded under Regulation E. In response to her communication, we spoke to Ms*** on October 3, and explained the dispute process. An update concerning her claim will be available on October 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 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

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning the poor customer service he received after explaining that he has not received his cardHe’s requesting assurance that he, and other cardholders, will receive better service moving forward
On January 25, 2016, Mr*** ordered a new NetSpend card through Turbo TaxHe began contacting us on February 3rd to inquire why he has not received his card yet Our Customer Service Department explained that the timeframe to receive a card is within ten business daysMr*** called back when the ten business day timeframe expired, stating he still did not receive the cardWe have expedited him a card that he has activated for use I spoke with Mr*** on February 18th to address his full concerns NetSpend regrets any inconvenience that Mr*** experienced while waiting to receive his cardWe are reviewing his calls with our customer service and will take any appropriate action so this incident is not repeatedHe has been given 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 Mr*** contacted me, I sent him a LONG response regarding the problems I have had with this card, including additional problems since I filed my original complaint. days later, it appears that he has ignored my problems and the issues remain unresolved. I can't imagine that he would consider this matter resolved. The text of my response is as follows:Hi ***, thanks for reaching out. I have had really bad problems with my Netspend card, and it is still not working as it should, and the customer service I have received has been completely unacceptable. This is what has happened with the card so farUnfortunately I do not have the exact dates. I ordered the card and it arrived. I attempted to activate the card online, as instructed, and it would not activate. I then attempted to activate it by phone, and once again, it would not activate. I called customer service and was told the reason it would not activate was because there was something wrong with the address Incidentally, I have had the same address for years, and I received the card, so nothing was wrong with the address. I did notice on the envelope that for some reason there was a discrepancy between the way I entered the address when I applied for the card, and how it was displayed on your materialsI was told that the only solution was, to have another card sent to me. The second card did not arrive when I thought it should, so I called customer service again, only to be informed that the first card sent to me was active. I signed up for instant bank transfers on your website by registering my Bank Debit Card in the way I was instructed to do soThe first time, this did not work (I never received the test transaction), so I called Customer Service, and the agent had no idea what I was talking aboutShe then gave me some instructions which caused my Bank Card Registration to be canceled. I registered the card again, this time successfully. I attempted to make a bank transfer, which did not go through. I attempted or more timesOne transfer actually did go throughHowever, the ones that did not go through, caused several hundred dollars to be held on my bank account. This situation has resolved itself after about days, but was entirely unacceptable. I attempted to pay a bill with my balance but the transaction was denied, even though I appeared to have the moneyI called Customer Service and was told the reason my transaction was denied was because of “insufficient funds.” The agent determined that the reason for this was, I was going to be charged $every time I used the cardI had read I would be charged a monthly fee, but this was the first I heard of a per-transaction charge. The agent finally researched and told me I could be put on a monthly-charge only plan, so she switched plans for me. At that time, I was able to pay the bill, but now I am about bucks negative, due to the monthly fee being charged in advance. I do understand that, and will correct that once I get the card working… provided I can get it workingThis agent also told me that Bank Card Debit “Instant Bank Transfers” were not possible, despite the fact that your website says they are, and despite the fact that I have successfully done it onceShe then told me that the transfers were not working because of “insufficient funds,” which could not be farther from the truth. In fact, I am getting really tired of your CS agents telling me I have insufficient fundsI find it insulting. I called Vespa to discuss the bank transfer situationThe agent there, who was very nice and I could actually understand him, told me that the problem was likely due to the address on Netspend being in a slightly different format than the bank(See #above).He suggested that I compare the two addresses, and change Netspend’s address to match. I made the comparison, and sure enough, the addresses did not match. I went online to change the address, but the website would not let me do it. So, I made a call to customer serviceThe agent attempted to make the change and told me the system was doing something… (lagging? Logging? Locking? I could not understand her accent) and to check the website in minutes and it would be done. Of course, it was not done. The next day, I tried a new approach and EMAILED Customer Service with my request to have my address changedI explained exactly why I needed this, and stated exactly what I wanted. I received a response from someone, with misspelled words, telling me that this had already been done. I could see by looking on the website that nothing had been done, that the addresses were still two different versionsSo I wrote another email, and received a response from a different person, who apologized for the previous response and stated that I had to call in to make the change, which I had already done, unsuccessfully. I am also forwarding this email to you. I have not called in to make the change again, because frankly, I am sick of the run-around I get when I call, and don’t feel like I can take it today. So, ***, do you think I have a legitimate complaint? I certainly do. Really, all I am asking is to get the address changed, and for the Instant Bank Transfers explained on your website to work, and I think they will if I can get that address changed. How hard can that really be? At this point, it is difficult to go to the bank and then to a store to get the card loaded. I just want this feature - Instant Bank Transfers, that is promised on the website. I wouldn’t even think of doing direct deposit, at this point, because your product seems to be fraught with problemsI am not even sure that it’s not a scam. I would like to be wrong about that, because your product working seemed to be the perfect solution to a certain financial situation. Thank you.
Regards,
*** ***