Realcor Developments Ltd.

Thursday, March 23, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his 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 Account must be at least 18 years of age and that it is not a gift card.  On January 6, 2017, [redacted] purchased a new Card Account at Wal-Mart and loaded $200.00 onto it. The same day, Mr. [redacted] attempted to activate his new NetSpend Card Account.  Mr. [redacted]’ identity information could not be automatically verified.  We requested Mr. [redacted] to provide copies of his identification documents to verify his identity in order to approve the Card Account.  On February 11, Mr. [redacted] requested his account to be closed.A member of our Corporate Response Team spoke with Mr. [redacted] on March 23, to discuss his Card Account.  A refund check will be mailed to Mr. [redacted] address on file.  He should receive the funds within 10 business days. 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

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.
Mr. [redacted] contacted me as written resulting in clearing my complaint.  His Customer Care is and was greatly appreciated.  
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Mr. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Mr. [redacted] on October 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

To Whom It May Concern:We received complaint # [redacted] filed with
your office by [redacted] concerning a block that was placed on her existing
and new account.  She’s requesting to be
reimbursed for the remaining funds on both cards.  In
an effort to protect NetSpend cardholders,...

Our Risk Management Team regularly
monitors their accounts in efforts to prevent compromising activity, or
unacceptable account usage. Our Risk Management Team identified risk factors
that led to the closing of Ms. [redacted]’ accounts on October 16, 2015.  She is no longer eligible for NetSpend
services due to the risk factors that were identified. A request has been
submitted to send the refund checks to Ms. [redacted] for the remaining funds on
her two accounts.  On November 2nd,
we spoke with Ms. [redacted], and she informed us that she has only received one of
the checks.  Ms. [redacted]’ second check was
mailed on October 29th, and she will receive it within 20 business
days.  We regret the inconvenience that Ms.
[redacted] has experienced as a result of her account closure.  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]. Mr. [redacted] states that he previously filed a complaint about a large sum of money missing from the NetSpend card. He wants us to trace where the money went to. On the previous response to complaint #...

[redacted], we stated that the account history for five months was sent to the primary cardholder, Mrs. [redacted]. Mr. [redacted] is not listed on the account as a cardholder. As we mentioned in our telephone conversation, she can add Mr. [redacted] to the account or give permisson to speak with him each time they call customer service. We have requested the specific transactions from that history that were not done by them. In order to dispute an unauthorized charge, we need the date of the transaction, the merchant name, and the amount collected by the merchant. To date, we have not received the necessary details to file a dispute claim. We have responded to Mrs. [redacted] about the ATM transaction fees on the account. . NetSpend regrets the inconvenience that Mr. and Mrs. [redacted] experienced while trying to review their transactions. We have provided them our contact information should they have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Thursday, July 6, 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 June 29, 2017 by way of telephone. The next day her dispute claim was concluded with a full payout. We emailed...

Ms. [redacted] the details of the actions to resolve her complaint on July 6. 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 [redacted]. Ms. [redacted] mentions that she still has not received her check for the remaining balance of her closed NetSpend account. She desires an immediate refund of her money. On August 27, 2015, we spoke...

with Ms. [redacted] concerning the check mailed to her address. We informed her that the check was returned to NetSpend on August 19th due to an invalid address. She confirmed her address and we processed a request to send the replacement check by UPS. We will contact her once the tracking number becomes available. NetSpend regrets the inconvenience that Ms. [redacted] is experiencing with receiving the check for her funds. We have provided her our contact information should she have any additional questions or concerns. Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Complaint: [redacted]
I am rejecting this response because: This is a blanket answer with no resolution.  They are just pandering.
Regards,
[redacted]

Wednesday, October 18, 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 18, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I want to thank Revdex.com for your support in assuring that I received fair treatment from the Netspend Cooperation. I want to address a previous statement included in the response from Netspend Representative, [redacted]. Mr. [redacted] included that an agency representative contacted me by phone on numerous occasions during the initial investigation process. Unfortunately, that information is not correct. I reached out the Meta Bank, who is the affiliated with Netspend to gain support. A representative, Mr. [redacted], left a single email. I left Mr. [redacted] a voice message in 11/25/16 and a returned email, and again on 11/29/2016. I never received a response from Mr. [redacted]. It wasn't until I filed a claim with Revdex.com that I received a response from Netspend Cooperation, [redacted]. Fortunetly, I received a credit to my account. In future, Netspend should consider including sufficient policies and procedures to prevent unauthorized persons from gaining access. It wasn't until Revdex.com's claim submission that I received a call from Mr.[redacted], confirming that  i authorized purchase on my card. That was great, , but it would have been greater if that was initially completed.  thanks,  
Regards,
[redacted]

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] Turner concerning the inconvenience she experienced with the closing of her account and the return of her funds. Our Risk Management Team regularly monitors account activity in order to provide a safe and...

secure product for all of our cardholders. Our Risk Management Team identified risk factors that led to the blocking of Ms. Turner’s account on March 1, 2016.  She is no longer eligible for NetSpend services and the remaining funds on her account were returned to the US treasury / Supplemental Security Income (SSI) on March 14th.  The SSI will determine how to get the funds to Ms. [redacted] by other means.  We spoke with Ms. [redacted] on March 28th, and explained the destination of the returned funds.  NetSpend regrets the inconvenience that Ms. [redacted] experienced as a result of the closing 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

Wednesday, January 25, 2017 To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card Account. On January 18, 2017, we received an authorization request from a merchant, MetroPCS, in the amount of $55.00 on Ms....

[redacted] Card Account. She contacted us on that same day, and reported the transaction was declined by the merchant. We requested Ms. [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the transaction in order to release the funds back into her available balance.  If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collected. 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.In response to her communication, a member of our Corporate Response Team reached out to Ms. [redacted] on January 20.  We were able to release the pending authorization back into Ms. [redacted] available balance.  She was completed another transaction with MetroPCS on January 23.   We have provided Ms. [redacted] with our contact information should she have any further questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend, a TSYS Company

Thursday, June 16, 2016   To Whom It May Concern:   We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claim.   On June 15, 2016, someone identifying themselves as Ms. [redacted], contacted us to transfer funds to another NetSpend account. Ms. [redacted]...

contacted us later that day to report that the transfer was not authorized by him.  We immediately opened a dispute claim and began our investigation.  A block was also placed on Ms. [redacted]’s account to prevent additional unauthorized activity.   Upon receipt of her complaint, we contacted Ms. [redacted] on June 15, to discuss her disputes claim.  After our investigation concluded, we provided full reimbursment for the disputed transaction on June 16.   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 Team NetSpend A TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her card that has not been delivered.  She is requesting immediate access to her money. Cards can take 7-10 business days to be received. On February 10th, Ms. [redacted] reported that...

she has not received her new card. On February 12h, Ms. [redacted] spoke to a member of our Corporate Response Team and they assisted her with transferring her funds to another NetSpend account.  We have expedited a card order to her address and she should receive it within 2-4 business days.  NetSpend regrets any inconvenience that Ms. [redacted] may have experienced while waiting for her card to arrive.  She has been provided with our contact information should she have any additional questions. Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company

All they did was review the evidence they used to determine the original decision which again wasn’t evidence at all. I will be closing my accoun thank you for not assisting me! Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

To Whom It May Concern: Thank you for forwarding Ms. [redacted] complaint to us. For the protection of our cardholder’s accounts, we have established transfer limits that are in place.  Account to Account transfer information is disclosed in the Cardholder Agreement that was included in the...

card packaging and is agreed to upon activation of the Card Account. We attempted to reach Ms. [redacted] by phone and email on February 13 and February 14, 2018 but unfortunately, were unable to speak with Ms. [redacted]. We emailed her on February 14 outlining our actions to resolve her complaint. 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 her account for her to be connected with [redacted] to further assist her with her 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 Analyst Netspend, a TSYS Company

To Whom
It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a disputed ATM
transaction that did not dispense funds.  She’s requesting to be reimbursed for the disputed transaction.  On
November 1, 2015, Ms. [redacted] called our customer service...

to advise them of an
ATM transaction did not dispense the $40 that she requested. Our customer
service created a disputes claim for the ATM transaction, and informed Ms.
[redacted] that we would provide an update within ten business days, on November 16th.
On November 9th, our Disputes Department provided an update that Ms.
[redacted]’s claim was still under investigation, and a provisional credit was
issued to her account. The claim can take up to 45 days from the claim creation
date to finalize. If the claim is successful, no further action will be
required since Ms. [redacted] has been issued a provisional credit for the disputed
amount.  NetSpend
understands that the disputes process is lengthy, and we appreciate Ms. [redacted]’s
patience as we attempt to retrieve her funds.  We have provided her 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] Carroll

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that her deposit was blocked from posting to the new account due to a past account with a negative balance. She wants the money from her deposit to post and we can take the money owed on the other account. On July 13, 2015, we spoke with Ms. [redacted]. It was an inopportune time to discuss the deposit since she was at work. We gave her our number so she could call back. We also sent her an email detailing the issue so she will be prepared on the return call. The account where Ms. [redacted] is attempting to receive the deposit is not under her name, so we will need to speak with the primary cardholder. When she contacts us, we will go over the criteria necessary to receive her deposits to this new account. NetSpend regrets the inconvenience that Ms. [redacted] experienced with the posting of her deposits. We have provided her 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 her dispute claim. On August 4, 2016, Ms. [redacted] contacted us to report an unauthorized transaction on her card from [redacted] MOBILE for $650.99.  We immediately blocked her card...

to prevent further unauthorized activity. The transaction was pending and we advised Ms. [redacted] that once it posts we can open a dispute claim. On August 5, the transaction posted and we immediately opened dispute claim and began our investigation. We informed Ms. [redacted] of the investigation timeframes afforded under Regulation E.A member of our Corporate Response Team reached out to Ms. [redacted] on August 11 to discuss her dispute claim. We advised Ms. [redacted] that her dispute claim is currently being investigated within the timeframes previously advised.  The claim is scheduled for an update on August 19, to determine provisional credit eligibility.  Ms. [redacted] will be notified on this day with further information regarding the status of her claim. 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