Realcor Developments Ltd.

Monday, October 2, 2017 To whom it may concern: Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on September 28, 2017 by way of email. We informed Ms. [redacted] by email on October 2, 2017, of our...

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

Thursday, December 7, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint [redacted] 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. We attempted to reach Ms. [redacted] by telephone on November 29, and December 6, 3017, but unfortunately we were unable to speak with her. The email we sent Ms. [redacted] on November 29, 2017 outlined our actions to resolve her concerns. We removed Ms. [redacted]’s name and address from our mailing list and she should not receive any future offers from any NetSpend managed programs. We submitted a request to our Marketing Department to provide information concerning how the name and address was obtained. We provided Ms. [redacted] with this information on December 7, 2017 by email. 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, May 19, 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 16, 2017 by way of telephone. She informed us that the matter had been resolved and she gain access to her...

Card Account on May 12, 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: the merchant refunded the money on 5/8/16 it does not take 2 months for a refund to post. The merchant does not have any signed documentation authorizing them to debit money from my account for services they did not provide. Netspend does not provide accurate information and the customer service representatives that called never returned my call from 5/13/15. With no signature authorizing the merchant to debit my account this dispute should not take 2 months.
Regards,
[redacted] Mcgrew

Thursday, January 5, 2017 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a Card Account he has not received. On December 13, 2016, Mr. [redacted] ordered a Brink’s NetSpend Card Account online.  The apartment number was missing from...

the address so the Card Account was returned to us as undeliverable on January 3, 2017. A member of our Corporate Response Team spoke to Mr. [redacted] on January 5, concerning his Card Account. We updated his Card Account information and expedited a Card Account to his confirmed address.  He will receive the Card Account within 1 – 2 business days.  We confirmed his direct deposit information and informed Mr. [redacted] that no deposit has posted to the account.  We also provided the tracking number for his expedited Card Account on January 10.  Mr. [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

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with activating two NetSpend cards that he thought were gift cards.  He’s requesting reimbursement for the cards he purchased because he does not want...

provide information to activate the cards.  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.  On the front of the package we inform the customer that this is not a gift card and the basic fees are displayed on the outside cover.  On February 12, 2016, we spoke with Mr. [redacted] and addressed his concerns. We apologized for delay in receiving his check.  We are sending him a check for his remaining funds that he will receive within ten business days.  NetSpend regrets the inconvenience that Mr. [redacted] experienced while waiting on his refund check.  We have provided him with our contact information should he 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 NetSpend Prepaid MasterCard offer that he received.   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 July 13, 2016. Additionally, we have submitted a request to our Marketing Department to provide information concerning how his name and address were obtained. We will provide Mr. [redacted] with this information once received.    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.    We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns.    Thank you,   [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].  Ms. [redacted] is requesting the check for her
remaining funds on the closed account.    The check
for Ms. [redacted]’ closed account was mailed to her address on November 5, 2015.  We reached out to her by telephone and email
on November 16th to confirm her receipt of the check.  Unfortunately we have not had the opportunity
to speak with her.  NetSpend regrets the
inconvenience that Ms. [redacted] experienced while waiting on her check.  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

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.
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her card account.  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 them. The requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase.  Our packaging also informs that the person activating the card must be at least 18 years of age.   On January 15, 2017, Ms. [redacted] attempted to activate her new Netspend Card Account.  Ms. [redacted]’ identity information could not be automatically verified.  We requested Ms. [redacted] to provide copies of her identification documents to verify her identity in order to approve the Card Account.  A member of our Corporate Response Team contacted Ms. [redacted] on January 18, to discuss her Card Account.  She requested to close her account and have a refund check sent to the address on file.  We advised the refund check will take 10 business days to arrive.   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

To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on his Card Account.   On April 6, 2017, Mr. [redacted] contacted us to report that an authorization from Optics Planet Inc. was cancelled.  We requested...

Mr. [redacted] to provide us with documentation from the merchant that would confirm they do not intend on collecting the funds, in order to release the funds back into his available balance.  The same day, the documents were received and the pending transaction was released to Mr. [redacted] Card Account balance.  If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. This requested confirmation is for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.   A member from our Corporate Office reached out to Mr. [redacted] on April 7, to explain the pending transaction and automatic release timeframe.  We emailed him information about the released transaction and advised that our release is not a stop payment or cancellation of the original transaction.   Mr. [redacted] has been provided with our direct contact information should he have any additional questions concerning this matter.    Thank you,   [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company

To Whom It
May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a dispute for an
item she never received. She’s requesting a refund for the disputed item.  On
November 22, 2015, Ms. [redacted] disputed a charge from the merchant, Jewel Box
for...

$259.00.  When she spoke with
customer service, she was informed that an update would be provided within 10
business days, December 7th.  On that day, our Disputes Department issued a provisional credit and
provided a final claim resolution date of January 22nd.  The 45 day timeframe allows the merchant
reasonable time to respond to the disputes claim. As long as the claim is
successful, no further action will be required from Ms. [redacted].We
reached out to Ms. [redacted] on December 10th by telephone and
email.  We have yet to speak with her,
but will assist with her concerns when she returns our call.  NetSpend understands that the disputes
process can take some time to resolve. Please know that we are working
diligently as possible in attempt to recover the funds for Ms. [redacted]’ claim
and we appreciate her patience. 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 NetSpend Cards her children received as a gifts.   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 them. The requirement to obtain this information is displayed on the inside flap of the Card Account package and is visible to consumers prior to purchase.  Our package also informs the buyer that the person activating the card must be at least 18 years of age and that this is not a gift card.    A member of our Corporate Response Team spoke to Ms. [redacted] on January 5, 2017. Ms. [redacted] did not feel comfortable providing the information to activate the card accounts and requested a refund check be mailed to her address she verified.   Ms. [redacted] should receive the refund checks for all the accounts in 10 business days.   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

Complaint: [redacted]
I am rejecting this response because:NetSpend has misrepresented the facts. NetSpend was in receipt of ALL required documents on September 29th, however, their documents department failed to send them to the legal department despite multiple calls on my part inquiring about refund status. On each occasion, I was assured by NetSpend, that they were, in fact, in receipt of all required documents. I re-sent the full set of documents at the request of [redacted] I have now been told I c** expect to see the refund check in 10 business days...I'll believe it only when I have the check in my h**ds.
Regards,
[redacted]

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.
Regards,
[redacted]

To Whom It May Concern:We received complaint # 1[redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend card.  She’s requesting to have her card activated without having to provide her personal information.  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, 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.  We also inform the customer on the outside cover about the fees when using the card and that it must be activated before use.  On February 13, 2016, Ms. [redacted] attempted to activate her NetSpend card, but she did not want to provide her personal information in order to activate the card. The Limited Use option was offered to Ms. [redacted] as a method to obtain the funds on her account, which she agreed to.  Limited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactions. Once the funds are dispensed, the account will close and the card can be discarded. On February 18th, I spoke with Ms. [redacted] to address her full concerns.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 fees associated with his Overdraft Protection Program. The Overdraft Protection Program is an optional service made available to eligible cardholders. If the available account balance is...

overdrawn beyond the $10.00 purchase cushion, we will charge a $15.00 fee for each transaction that draws the account further into the negative. If the account is funded and brought to a $0 or positive account balance within 24 hours, the overdraft fee will be waived. On May 20, 2016 at 8:28 AM, Mr. [redacted]’ completed an ATM transaction that resulted in a negative balance beyond the $10 purchase cushion. A $15 overdraft fee was collected after the 24 hour grace period expired on May 21, at 8:42 AM. Mr. [redacted] funded the account later that day at 12:06 PM. Upon receiving his complaint, we reached out to Mr. [redacted] on May 27, but unfortunately, we have not had the opportunity to speak with him. As a courtesy, the overdraft fee has been reimbursed back to Mr. [redacted]’ account balance. We have provided Mr. [redacted] with our contact information should he have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Monday, October 23, 2017 To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint [redacted] to us. As you requested, we addressed this matter directly with Ms. [redacted] on October 17, 2017 by way of telephone. We informed Ms. [redacted] by email of our actions to resolve her complaint....

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

To Whom It May Concern: We received complaint # [redacted] filed with your office by Yvonne [redacted] concerning a transaction on her card. On June 9, 2016, Ms. [redacted] used her card for a transaction with Toys R Us. She contacted us on June 21, to request the release of the pending transaction which...

had not been collected by the merchant. If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchant. We request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions. The documents Ms. [redacted] provided were not acceptable to release the funds. We spoke with Ms. [redacted] on July 5 and released the pending transaction with Toys R Us after acceptable documents were received. Ms. [redacted] understand that our release of the pending transaction is not a void or a cancellation of the original charge. If Toys R Us collects the funds at a later date, Ms. [redacted] can open a dispute claim against the merchant. 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 agent she spoke with. 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

To Whom It May Concern: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on November 24, 2017 by way of telephone, e-mail, or letter. If 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 concern. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company