Realcor Developments Ltd.

Thursday, December 24, 2015To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning her request to unblock her card that was blocked as a security precaution after she reported an unauthorized transaction on her accountOn December 18, Ms
*** called to inform us that she did not authorize the transaction from *** in the amount of $Our customer service team advised her that the card needed to be blocked as a security precaution to prevent further compromise of unauthorized useMs*** was also educated on our disputes processShe contacted our customer service back that same day to provide an update that the merchant reimbursed her for the unauthorized transactionOn the following day, Ms*** contacted our customer service to request a transfer of funds to another NetSpend account that she had a card forAfter passing the security verification, our customer service transferred the funds as requested, and Ms*** was able to access her fundsI’ve attempted to reach out to Ms*** on December 23rd, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms*** experienced with the unauthorized transaction from ***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: on 11/21/when I spoke with Ms*** ***, of chase Executiveit was very briefly and the information I was giving was the same as any other banker/rep has said to meMs*** *** states she would be commenting on our conversation to the Revdex.com. I wish she had of included the information she gave me: Ms *** ***, says I don't have an account with chase therefore I must take any information up with netspendfurthermore I'm rejecting this response because my money has not been returned nor did chase/Ms*** *** have any new information to give me my issue is still not resolved
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I responded to Mr*** voicemail messages on February 18th and 25th with no corresponding contact being made or a resolution to my original complaint.I read the boiler plate statement included in his previous response where he conveniently omitted that I needed to submit my social security number in order to activate my NetSpend Visa card.My original complaint stated that I was unaware of the social security number requirement until I returned home with the NetSpend card after purchasing it from a local retailer because this requirement is not conspicuously on the exterior of the packaging as he stated but inside the clam shell packaging that has to be opened to be read.When I called the toll free number on the packaging to activate my card I was transferred to what appeared to be a call center in India where the representative's native language did not seem to be English.I refuse to disclose my social security number for a one-time use card in the amount of $much less to disclose it to a foreign national outside of the United States over the phone.Additionally, I read the 'Cardholder Agreement' included in the packaging and it also states that I have a right to decline registering my NetSpend account but that the card would not be 'fully functional' but could be used for signature credit card purchases without activation This statement is completely false, as this card was declined at a local retailer for a signature credit card purchase.I have made a good faith effort to obtain a refund as is clearly stated on the packaging with no corresponding resolution from this company and at this juncture I may need to forward my complaint to the Federal Trade Commission regarding their deceptive packaging and the fact that they do not honor their refund requests.Regards,
*** *** **

To Whom It May Concern: We received additional comments on complaint # *** filed with your office by *** *** concerning her dispute claimWe appreciate Ms***’s additional commentsAfter a reinvestigation of her dispute claim, and based on our findings, the claim was handled properlyA letter detailing the results of our investigation was mailed to her address on file on June She should receive this letter within ten business daysDue to the risk factors that were identified during out investigation of Ms***’s dispute claim, we have closed her account and we are no longer able to offer her NetSpend servicesWe have provided Ms*** with our contact information should she have any additional questions or concernsThank you, *** ** ***
Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, February 28, To Whom It May Concern: Thank you for forwarding Ms *** *** complaint *** to usNetspend 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 informationThe 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 activatedAs you requested, we addressed this matter directly with Ms*** on February 27, by telephoneWe emailed Ms*** the details outlining our actions to resolve her complaint on the card offer sent to her sonThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, *** ** ***Customer Experience Specialist Netspend a TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** ***Mr*** states that he successfully disputed a $claim for someone who failed to supply productHe wants the full refund from PayPalOn July 16, 2015, we contacted Mr*** by email in order
to obtain the card or account number he was referencingNetSpend manages the PayPal Prepaid Debit MasterCardThe card number Mr*** provided is not one of the cards we manageWe referred him to contact PayPal directlyHis PayPal account is separate from the PayPal Prepaid Debit MasterCard that we manageNetSpend regrets the inconvenience Mr*** experienced with recovering his funds from PayPalWe have provided him 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 a rebuttal complaint # *** filed with your office by ***-*** ***Mr*** requests all documentation used to close his disputes claim and account within the next daysHe desires the money from his disputed transactions to be returned to his accountOur Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr***’s account on July 8, For security purposes, we do not reveal the exact risk factorsAccording to the terms of the card; "The Card will remain the property of the Issuer and must be surrendered upon demandThe Card and Virtual Account are nontransferable and may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law." Mr***’s disputes claim was closed with no error found on the disputed transactionsWe recently mailed Mr*** a disputes claim closure letter for his referenceA letter explaining the determining factors for the decision on his closed disputes was also mailed to himNetSpend regrets any inconvenience that Mr*** experienced as a result of his claim decision and account closureWe 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 her dispute claims.We appreciate Ms***’s additional comments For security reasons, we are unable to share the risk factors that led to the closure of Ms***’s account Due to these factors, Ms*** is no longer eligible for products managed by NetSpend. Upon the conclusion of a dispute claim, we will generate a message to our cardholder’s online secure inboxMs*** should not receive any additional messages.Ms***’s refund check was mailed to her address on file on July She should receive the 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

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning the fees associated with her account On May 10, 2016, we spoke with Ms*** regarding her dispute claim We advised that any transaction fees incurred for the disputed
transactions will be reimbursed to the account once the dispute investigation is concluded. Upon receipt of her complaint, we reached out to Ms*** on June 10, but unfortunately, we have not had the opportunity to speak with her We sent Ms*** an email advising that we do not have any promotions offering two free months of the Fee Advantage Plan As a courtesy, we refunded the monthly fee plan back to her account.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 TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** 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 the block to be removed in order to access her funds On February 18, 2016, Ms
*** purchased a Netspend card and loaded her funds for useOur Customer Service Department advised Ms*** of a previous negative balance that needed to be recovered, which she gave approval forOn February 25th, I spoke with Ms*** to address her concerns and after further review, the negative funds were not required to be recovered since the accounts were associated with different banks However, we advised Ms*** additional documentation was needed to verify her identity and she stated she would not be able to provide the necessary informationA request was made to mail Ms*** a check to her address on file, which should be received within business days.NetSpend regrets the inconvenience that Ms*** experienced while trying to use her funds 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 additional comments on complaint # *** filed with your office by *** *** concerning a transaction on his PayPal Prepaid MasterCardOn February 28, 2016, the merchant Macy’s East sent a request to authorize a transaction of $on Mr***’ cardWe approved the authorization and held the funds in a reserve status for Macy’s East to collect at a later timeBecause the authorization was never collected by Macy’s East, the pending transaction was released back into MrEvan’s available balance on March The release of a pending transaction is not a void or cancellation of the authorization from the merchantOn March 22, Macy’s East collected on the original authorization because it was previously approved, this resulted in a negative account balanceWe are still working with the management staff of the customer service agents Mr*** spoke with and will ensure another incident does not happen like this in the future.We spoke with Mr*** on April and explained his transaction with Macy’s EastSince he does not recall the transaction, we offered the option to open a dispute claim to attempt to recover his fundsWe have provided Mr*** with our contact information and will assist him further when he returns our callThank you,*** ** ***Corporate Customer Response TeamNetSpend A TSYS Company

To Whom
It May Concern:We received complaint # *** filed with your office by *** *** concerning a transfer from
PayPal that she is expecting to be deposited on her PayPal Prepaid MasterCard. She’s requesting the transfer of funds to be
completed. On
December 3, 2015, we
reached out to Ms*** by telephone and email. We are attempting to clarify the concern she
has regarding the limits associated with the PayPal instant transfer feature, managed
by NetSpend. When she responds to our
call, we will go over the instant transfer limits of $per day and $per
rolling day period. NetSpend is not
holding any money sent from PayPal to Ms***’s account. NetSpend
regrets the inconvenience that Ms*** experienced with our product. 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 the closure of her account and her remaining funds.On March 15, 2016, Ms*** requested an account closure from our website. Later that day, Ms***’s tax refund deposit posted to
her account and she activated her card for use. We received Ms***’s previous request to close the account on March 17th and a check for the remaining balance was mailed to her the next day. On April 8th, we spoke with Ms*** and apologized for any misinformation she received. She requested to have the funds returned to her account and to unblock her card. The account was reopened on April 11th with her full balance. Ms*** has been given 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 replacement cardWe are required 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 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 provided with the card package from his employerOn March 20, 2016, Mr*** attempted to activate his Skylight card, but we were unable to verify his identity using the information he providedWe asked Mr*** to send us copies of identifying documentsHe provided acceptable documents on April 26, Mr*** temporary card was already expired and he was unable to access his funds until he received his permanent cardWe provided the option to withdraw his funds at a MoneyGram location and he completed this on April Upon receiving his complaint on April 19, we reached out Mr***, but unfortunately, we have not had the opportunity to speak with himA new card has been mailed to his address on file and should be received within 7-business days.We 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 *** *** concerning the inconvenience she experienced when trying to activate a NetSpend card given to her minor son as a gift. 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 is displayed on the outside of our card packaging along with the statement on the front that this is not a gift card and that the person activating the card must be at least years old. We reached out to Ms*** by telephone and email, but unfortunately, we have not had the opportunity to speak with her. When she returns our call, we will obtain the information for the card given to her son for Christmas and assist her in retrieving the remaining funds on the card. NetSpend regrets the inconvenience that Ms*** experienced while attempting to activate the card given to her son as a gift. 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 Company

To Whom It May Concern:We received complaint # *** filed with
your office by *** *** concerning a block that was placed on her new card
that she purchased. She’s requesting to
be reimbursed for the remaining funds on the card, and to be informed of what
suspicious activity
closed her account. Our
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 the closing of Ms
***’s accounts on October 23, 2015. She is no longer eligible for NetSpend services due to the risk factors
that were identified. The details that
triggered the account closure are kept internal for security reasons. A request has been submitted to send a refund
check for the remaining funds to Ms***’s address on file which will be
delivered within business days. On
October 30th, we reached out to Ms*** by telephone and email,
but have not had the opportunity to speak with herWe will address any
concerns with her if she returns our call or e-mailWe regret any inconvenience Ms***
has experienced with the blocking of her new card. 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 Company

Complaint: ***
I am rejecting this response because: I was contacted on May 26th, bout the matter an was told I had to basically take a lost of my money that I'm asking a refund forBefore I could ask questions I was hung up on..
Regards,
*** ***

To Whom It May Concern: We received complaint # *** filed with your office by *** *** concerning unauthorized transactions on his account. On July 7, Mr*** contacted us and reported that his card was used without his authorizationWe blocked the card to
prevent additional transactions and assisted Mr*** with initiating a dispute. The Customer Service agent whom assisted Mr*** also informed him that some of the transactions made are dated back to January and offered to include them in the dispute claim In response to this communication, we spoke with Mr*** on July and explained that some of the transactions were not reimbursed because he reported them as unauthorized more than calendar days after electronically accessing his account, and the transactions would have been reflected in his electronic transaction history at the time of that access We apologize for the service that Mr*** experienced with our Customer Service Department. We have reported these incidents to the management staff of the customer service agents he spoke with We have provided Mr*** with our contact information in case he has any further questions Thank you,
*** *** Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern:We received complaint # *** filed with your office by *** *** concerning a NetSpend Prepaid MasterCard offer he received in the mailNetSpend 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.In response to this communication, we permanently blocked the card offer on June 8, Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe will provide Mr*** with this information as soon as it is availableWe have also removed Mr***’ name and address from our mailing list and he should not receive any future offers from any NetSpend managed programsMr*** has been provided 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 the activation of her two prepaid debit cardsShe wants the second card activated or transferred to her active card. On December 4, 2015, Ms*** purchased two Western Union
Prepaid Debit Cards that are managed by NetSpendWhen she attempted to activate her second card, a systematic block was placed as a security precaution, due to her having too many active NetSpend cardsMs*** contacted our customer service on December 12thShe agreed for our customer service to set her card to Limited Use as an option to access the funds on her card without having to send in documents to verify her identityLimited Use allows our cardholder’s to make in store purchases onlyUpon the depletion of funds, the card can be discardedWe reached out to Ms*** by telephone and email on December 21stWe have not had the opportunity to speak with her, but will assist with her concerns when she returns our call. NetSpend regrets the inconvenience that Ms*** experienced with our product. 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 Company