Realcor Developments Ltd.

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.    On November 28, 2016, Ms. [redacted] contacted us Customer Service Department regarding an ATM transaction that she did not receive funds for. We promptly...

opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.    In response to her communication, we spoke to Ms. [redacted] on December 6, and explained the dispute process.  We issued a provisional credit to Ms. [redacted] account on December 12, while we continued our investigation of her dispute claim.  The deadline date for her claim is January 12, 2017.  The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation.   Ms. [redacted] has been provided with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Hello id like to inform you netspend rectified the situation.   The mani talked to was very nice.
Regards,
[redacted] ...

[redacted]

Thursday, December 29, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On December 21, 2016, an individual identifying themselves as Ms. [redacted] initiated an account-to-account transfer of her funds to another...

NetSpend cardholder’s Card Account.  Ms. [redacted] contacted our Customer Service Department, after receiving an alert of the funds transfer, to report that her Card Account had been compromised and she did not authorize the transfer. We promptly opened a dispute claim [redacted] and began our investigation. We informed Ms. [redacted] of the investigation timeframe afforded under Regulation E.  We also disabled the account-to-account transfer feature on her Card Account to prevent further unauthorized transfers. A member of our Corporate Response Team attempted to reach Ms. [redacted] regarding her dispute claim, but unfortunately, we have been unable to speak with her. Once Ms. [redacted] contacts us back, we will be glad to discuss her dispute claim with her further. We will provide Ms. [redacted] with an update on her claim on December 6, by 5pm (CST).Ms. [redacted] also mentioned dispute claim [redacted] that she opened on November 21. We promptly initiated our investigation into her claim, but we requested additional information from Ms. [redacted] which we have not received yet.We understand how frustrating it can be to experience unauthorized activity on your account. NetSpend is very committed to providing a safe and secure product. We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Thursday, September 29, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account.   When Ms. [redacted] called us on September 6, 2016, to activate her new NetSpend card we asked her to settle the...

previous negative balance on her previous account, before the card could be activated.      On September 29, 2016, we recovered the negative balance from a direct deposit that posted to her account and she was able to access the funds that same day.  A member of our Corporate Customer Response Team spoke with Ms. [redacted] and applied a courtesy credit to her account for the inconvenience she experienced,  We apologize for the service that Ms. [redacted] 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. [redacted] with our contact information should she have any additional questions.   Thanks,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with her dispute and the blocking of her new card. On April 1, 2016 we spoke with Ms. [redacted] and she expressed her desire to close her NetSpend account.  Her account is now closed and there are no remaining funds to send to her.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the blocking of her account. We have provided her our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a card replacement fee.   On August 13, 2016, Ms. [redacted] contacted us regarding an unauthorized transaction on her card.  We immediately blocked the card to prevent...

future unauthorized transactions.  A new card was ordered and Ms. [redacted] account was charged $3.95, once.   A member of our Corporate Response Team spoke with Ms. [redacted] on October 11, and as a courtesy, we reimbursed the fee she was charged.    We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

Thursday, May 25, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account offer recipients’ information is acquired through these...

business relationships. A 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 information. Because NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us. As you requested, we addressed this matter directly with Ms. [redacted] on May 25, 2017 by way of telephone. The same day we emailed her the details of the actions taken on her account. Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted]Customer Experience Specialist Netspend, a TSYS Company

Friday, July 7, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. We attempted to reach Ms. [redacted] by phone and email on July 3 and July 6, but unfortunately, we were unable to speak with Ms. [redacted]. We corresponded with Ms. [redacted]...

by email the details outlining the actions we took to resolve her complaint on July 3, and 6.  Her case has been assigned to a Corporate Customer Response Team Analyst, [redacted]. Should she contact our Customer Service Department we have left notes on his account for her to be connected with [redacted] to further assist her with his matter.  Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you,[redacted]Customer Experience Specialist Netspend, a TSYS Company

Wednesday, February 15, 2017To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.   We appreciate [redacted] additional comments.  After our reinvestigation of Ms. [redacted] dispute claim, we confirmed that it was handled properly and did not find that an error occurred.  A letter explaining the details of our investigation will be mailed to Ms. [redacted] address on file.Ms. [redacted] has been provided with our contact information should he have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetspend, a TSYS Company

Monday, June 6, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims.    On May 31, 2016, Ms. [redacted] contacted us to report an overcharged transaction on her account.  We promptly opened a...

dispute claim and began our investigation.  We also informed Ms. [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E.  Two days later, Ms. [redacted] disputed three more transactions from the same merchant as unauthorized.  We immediately blocked her card to prevent any additional unauthorized use and opened a second dispute claim.   Our Disputes Department will complete the initial investigation of Ms. [redacted]’s first claim on June 14.  The initial investigation of her second dispute claim will be completed on June 16.  On these dates, we will determine if a provisional credit will be issued to her account and if any additional information is needed.   Upon receiving her complaint, we spoke with Ms. [redacted] on June 6 to discuss her dispute claims.  We offered to contact the merchant involved in her dispute claims to see if they can issue a refund, but Ms. [redacted] declined. We advised Ms. [redacted] that she will receive an update on her dispute claims on June 14 and 16.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Corporate Customer Response Team NetSpend A TSYS Company

To Whom It May Concern: We received complaint # 11088985 filed with your office by [redacted] concerning the inconvenience that she’s experiencing with the disputes claim timeframe. She’s requesting an immiedate refund for the disputed transaction.  On January 14, 2016, Ms. [redacted] disputed...

an unauthorized funds transfer that was processed from her account. When she spoke with customer service, she was informed that an update would be provided within 10 business days, January 29th. NetSpend is in accordance with Regulation E Guidelines for Electronic Funds Transfers when resolving disputes claims. It can take up to 10 business days for an initial review of the claim. However, if more time is needed to review the claim, it could be extended to 45 days to finalize. In the event that additional time is needed, our Disputes Department will determine if Ms. [redacted] is eligible for a temporary credit.  We spoke with Ms. [redacted] on January 19th.  Our Disputes Department credited her account for the disputed transaction later that day. Although the disputes process can be time consuming, we appreciate Ms. [redacted]’s patience as we attempt to retrieve her funds. We have provided her with our contact information should she have any additional questions or concerns.  Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

To...

Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her inconvenience with
activating her NetSpend card that she purchased.  She’s requesting to be refunded the full
purchase price of the card.  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 account. When 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.  Ms.
[redacted] purchased her NetSpend card on October 12, 2015. She declined to
provide the required information during activation, and was provided the option
by customer service to convert her card to Limited Use status.  This means that she can use the card for in
store purchase only, and once the funds are depleted from the card it can be
discarded.  Ms. [redacted] called back the
same day because the card was not activated on the first call.  Her next attempted charge was declined due to
insufficient funds.  The transaction fee
is subtracted from each charge on the card. On November 3rd, we
spoke with Ms. [redacted] and addressed her concerns.   She can use the card for the full amount
now.   NetSpend
regrets the inconvenience that Ms. [redacted] experienced while attempting to activate
her card.  We have provided her with our
contact information should she have any additional questions or concerns.  Thank
you,[redacted]Corporate
Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fee plan associated with [redacted]’s Netspend card.  On March 22, 2016, I spoke with Ms. [redacted] and Mr. [redacted] to address their concerns. On September 10, 2013, Ms....

[redacted] opened a Netspend account. She was advised that once she received a minimum direct deposit of $500 onto her card that she would be on the monthly fee plan of $5.00. Ms. [redacted] received a qualifying deposit on February 26, 2016, but was not put on the $5.00 fee plan until March 10th; therefore she was charged fees per purchase made. We credited the fees back to Ms. [redacted]’s account.NetSpend regrets the inconvenience Ms. [redacted] experienced with the fees she was charged. We have provided her with our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning two Netspend Prepaid MasterCard card accounts she received in the mail under her minor son’s name.   NetSpend relies on affiliate marketing services as a source for reaching...

potential new customers and card offer recipients’ information is acquired through these business relationships. A 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 information. Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us.   The offer is not active and cannot be used unless activated. During activation, Netspend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient.  If the recipient cannot be verified, then the offer cannot be activated.   A member from our Corporate Office spoke with Ms. [redacted] on March 2, 2017 to discuss the card offers she received.  We permanently blocked the card offers and have also removed her son’s name and address from our mailing list and he should not receive any future offers from any Netspend managed programs.  Additionally, we have submitted requests to our Marketing Department to provide information concerning how her son’s name and address were obtained.  We will provide Ms. [redacted] with this information as soon as we receive it.   We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

Friday, May 8, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted].  Ms. [redacted] states that she faxed proof to get her card activated so her tax refund could post to the account.  She wants the card activated.  The USA Patriot Act is a...

federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card account. When our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them.  NetSpend is compliant with the laws concerning the prepaid debit card.  The documents sent by Ms. [redacted] were not acceptable to validate the information.  We emailed her a list of acceptable documents.  When the proper document is received, we will be able to validate the information and approve the account.  We have not received a deposit to this account in Ms. [redacted]’ name as of May 8, 2015.  NetSpend regrets the inconvenience that Ms. [redacted] experienced with activating her card.  She has been given our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Thursday, March 08, 2018To Whom It May Concern: Thank you for forwarding Mr. [redacted] complaint to us. Netspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationships. A...

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 information. Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers 18 years of age and older and have received permission to share it with us.The offer is not active and cannot be used unless activated. During activation, Netspend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient. If the recipient cannot be verified, then the offer cannot be activated.In response to this communication, we permanently blocked the card offer on March 6, 2018. We have also removed Mr. [redacted] name and address from our mailing list and he should not receive any future offers from any Netspend managed programs.  As you requested, we addressed this matter directly with Mr. [redacted] on March 6, 2018 by way of e-mail. We provided him with further insight on the card offer process. Thank you for bringing this matter to our attention.Thank you, [redacted]Customer Experience AnalystNetspend, a TSYS Company

Monday, September 26, 2016 To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim. On August 3, 2016, Ms. [redacted] contacted us to report an unauthorized charge on her account. We immediately blocked the card to prevent...

additional unauthorized usage and ordered her a replacement. We informed Ms. [redacted] that the transaction was still in a pending status at the time and she would need to call back to dispute the charge once the merchant collected the funds. Ms. [redacted] opened a dispute claim for three charges from Direct TV on August 10. We promptly opened a dispute claim and began our investigation. We also informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. We concluded out initial investigation on August 24, and determined that Mr. [redacted]’s dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim. The claim is scheduled to be finalized by the end of the day October 11. The results of the investigation will be sent to Ms. [redacted] in writing within 3 business days of completing our investigation. A member of our Corporate Customer Response Team spoke with Ms. [redacted] on September 23 to discuss her dispute claim. We advised that a provisional credit was not applied to her account due to the type of dispute claim. We also explained that the chargeback process removes the disputed funds from the merchant, but the funds are not credited to either party until the claim finalizes. We apologize for the service that Ms. [redacted] experienced with our Customer Service Department. We have reported this incident to the management staff of the customer service agents she spoke with. Ms. [redacted] has been provided with our contact information should she have any additional questions or concerns. Thank you, [redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Thursday, June 1, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint # [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on May 30, 2017 by way of telephone. We sent her an email detailing the actions taken on her account on...

June 1, 2017. Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern. Thank you, [redacted]Customer Experience Specialist Netspend a TSYS Company

Complaint: [redacted]
I am rejecting this response because: I was frauded and netspend, especially Billy C[redacted]l,  did not offer any assistance nor help with this matter.  They won't investigate deeper into this like making a simple phone call to the merchants.  By far the worst company that I have dealt with. The worst customer service ever. They must have forgotten is that us customers are the one that providing them to put food on their table.     Complaint ID #[redacted]to info1 day agoDetailsTalk to Billy C[redacted]l. Advised him that these charges were unauthorized and advised him that I contacted the merchants.  Told him what was said during my first contact with the merchants. Mr. C[redacted]l said there was no errors with the transitions and that the case is closed.  I reached out and pleaded him to contact the merchants and to send the disputes form to the merchants. He declined in doing so. I asked him "don't you guys help protect your customer from being frauded?"  He avoided to answer the question that I kept repeatedly asking him. He did not offer any kind of assistance in this matter to help a customer.

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Mr. [redacted] mentions the inconvenience that he went through with NetSpend after updating his information on his account. He states that he provided the requested documents to verify the changes that took...

place, but he received no assistance, and his account was closed. He’s requesting for his account to be unblocked so he can gain access to his funds. Our Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usage. Our Risk Management Team identified risk factors that led to the blocking of Mr. [redacted]’s accounts on August 11, 2015. On August 21, 2015, we reviewed Mr. [redacted]’s account and updated his information that he initially attempted to update. We’ve reached out to him by telephone and email in efforts to resolve his concern, and left him messages with our contact information. When he contacts us, we will assist him with gaining access to his funds. NetSpend regrets the inconvenience that Mr. [redacted] experienced when attempting to update his personal information. Once we review the calls with customer service, we can determine if there were any areas of opportunity so that we can avoid this incident from occurring in the future. We have provided Mr. Cabreera with our contact information should he have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company