Realcor Developments Ltd.

Wednesday, December 21, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the funds from her mother’s Card Account.  On June 14, 2016, we received a Death Notification Entry from the Social Security Administration (SSA) informing...

us that the primary cardholder on the Card Account where Ms. [redacted] is the secondary, had passed away on May 25, 2016.  The Card Account was closed immediately and the remaining funds were placed on hold until reclamation has been received from the Social Security Administration.  If a reclamation is not received after 120 days, the funds can be released to the executor of the estate, once appropriate documentation is received.  We received documentation from Ms. [redacted] on December 20, but it was insufficient to designate her as the executor of her mother’s estate.  In response to her communication, a member of our Corporate Customer Response Team spoke with Ms. [redacted] on December 21, and explained that we had not received all of the required documents.  We contacted the Social Security Administration and arranged to return the funds to them on December 21.  The next day, we informed Ms. [redacted] that the funds were being returned to the US Treasury / SSA.  We also sent the Card Account history to Ms. [redacted] for June 2016 so she could review the final balance on the Card Account.  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 he spoke with.Ms. [redacted] has been provided our contact information should she have any additional questions or concerns.  Thank you,[redacted]Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, March 21, 2018 To Whom It May Concern: Thank you for forwarding Mr. [redacted] [redacted] complaint # [redacted] to us. 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 card packaging prior to purchase.  We attempted to reach Mr. [redacted] on March 16, 19, and 20, 2018 by telephone, but were unable to speak with him. An email was sent to Mr. [redacted] on March 20, 2018, outlining our actions to resolve his complaint.  Mr. [redacted] case has been assigned to Corporate Response Team Analyst, [redacted].  Should Mr. [redacted] contact our Customer Service Department, we have left notes on his account for him to be connected with [redacted] to further assist him with this 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] mentions that she disputed an ATM transaction and has yet to receive her money. She’s requesting the disputed transaction to be refunded to her. Ms. [redacted]’s disputes claim was initiated...

on August 28, 2015. On the 10th business day of her claim, our Disputes Department notated her account and provided an update advising that it was still under review, but will be resolved by October 9th. No provisional credit was issued for Ms. [redacted]’s disputes claim as a result of not receiving her letter of dispute within the first 10 business days of her disputes claim. However, three days after the initial timeframe, September 17th, we received a letter of disputes from Ms. [redacted]. Her claim was successful, and she received a full pay out of the disputed amount and associated fees on October 9th. NetSpend understands that the disputes process is lengthy, and we appreciate Ms. [redacted]’s patience as we attempt to retrieve her money. 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: Thank you for forwarding Ms. [redacted]’s complaint to us. As you requested, we addressed this matter directly with Ms. [redacted] on January 3, 2018 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]. Ms. [redacted] mentions that unauthorized transactions occurred on her card while she was in the hospital. She requests that the funds be returned to her and for her account to be reopened. On August 11,...

2015, Mr. [redacted] reported her card as stolen and she opened a dispute on five unauthorized transactions. We informed her that an update would be provided within ten business days from the claim initiation date, August 25th. On the tenth business day, our Disputes Department closed the claim with no error found. No credit was issued for the disputed items and the account was closed due to risk factors. The reasons for the closed claim include the following:? The PIN (Personal Identification Number) was known by the person using the card. The PIN had not been changed recently. ? The balance was checked during the disputed transactions in the automated phone system and by text demand message with the telephone number registered to Ms. [redacted]’ account. Ms. [redacted] is no longer eligible for NetSpend services. We recommended that she report the incident to the police when we spoke with her on September 2nd. NetSpend regrets any inconvenience that Ms. [redacted] experienced as a result of the disputes claim decision. 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: Thank you for forwarding Mr. [redacted]’s complaint to us. When investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an account. We’ve...

reviewed Mr. [redacted]’s dispute claim and complaint that reimbursement was not provided. After review, we’ve determined that his claim was handled correctly. As you requested, we addressed this matter directly with Mr. [redacted] on September 29 and October 2 by way of e-mail and telephone. We provided him with further insight on the dispute process. We mailed Mr. [redacted] a letter that should be received within the next 5 business days.  Thank you for bringing this matter to our attention. Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she has only received a partial credit from the merchant. She wants a straight answer from NetSpend. As we stated in our previous response, Ms. [redacted] received credits for the two disputes claims. We reviewed the document she sent to us concerning the correct amount of the credit from the merchant. Our Disputes Department credited Ms. [redacted]’s card the difference in what the merchant was supposed to refund on June 1, 2015. NetSpend regrets the inconvenience that Ms. [redacted] experienced while disputing transactions with merchants. 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 a refund check that he has not received. On September 22, 2016, Mr. [redacted] contacted our Customer Service Department because someone attempted to access his account without his...

authorization.  Mr. [redacted] requested that his account be closed and have his remaining balance mailed to him.  The refund check was mailed on September 27, to his address on file.   The check was returned back to us on October 18, as undeliverable. We placed the funds back on to the account until we could verify the address Mr. [redacted] provided.  Mr. [redacted] spoke with our Customer Service Department on October 19, and updated his address. In response to his communication, a member of our Corporate Response Team spoke with Mr. [redacted] on October 24, and informed him the check will be resent to the address he provided.  We will provide Mr. [redacted] with a tracking number as soon as it becomes available. Mr. [redacted] should receive this check within ten 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 Team NetSpend A TSYS Company

Thursday, December 8, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on her account. On November 10, 2016, Ms. [redacted] purchased a Netspend card and activated it the same day.  She then successfully completed a...

transaction with her card.During routine monitoring, we placed a temporary restriction on Ms. [redacted]’s account on November 18, because we detected suspicious activity. On December 4, Ms. [redacted] contacted us because her card did not work after she reloaded funds to the card. In order to remove the restriction, we requested Ms. [redacted] to provide us with copies of her documents to verify her identification.  On December 7, a member of our Corporate Response Team spoke with Ms. [redacted] and requested she send the required documents to remove the restriction on her account.  The next day the documents were reviewed and the block was removed from her account.  We 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:at first it seemed they wanted to help but then they slandered and liabled me to an established business partner by saying that my card was stolen and then the business blacklisted me! I never said my card was stolen! And then they took away my overdraft privelages and started right back charging me fees that are not so simply because I’m blacklisted now.not right
Regards,
[redacted]

Friday, February 2, 2018 To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint [redacted] to us. When investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in NetSpend cardholder agreements that customers receive...

when opening an account. We’ve reviewed Ms. Brown’s dispute claim and we’ve determined that her claim is being handled correctly. As you requested, we addressed this matter directly with Ms. [redacted] on January 25, 2018 by way of telephone. We sent her an email detailing the actions to resolve her concerns. 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] concerning her dispute claim and overdraft fees.On July 6, 2016, Ms. [redacted] contacted us to report an unauthorized transaction on her account. We immediately blocked her card to prevent further...

unauthorized activity and ordered her a replacement card. We opened a dispute claim and began our investigation. We informed Ms. [redacted] of the investigation timeframes afforded under Regulation E. On July 11, the merchant issued a partial refund to Ms. [redacted]’s account. On July 20, we reimbursed Ms. [redacted]’s account for the remaining amount of the disputed transaction. On July 22, a member of our Corporate Response Team reached out to Ms. [redacted] to discuss the overdraft fees.  Ms. [redacted] requested credit back for two overdraft fees that she was charged after her normal pre-authorized ACH payments debited her account resulting in a negative balance.  Her available balance at the time was affected by the unauthorized transaction.  We reimbursed Ms. [redacted]’s account for the two overdraft fees.We apologize for the service Ms. [redacted] experienced with our Customer Service Department.  We have reported this incident to the management staff of the customer services agents 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:We received complaint # [redacted] filed with your office by [redacted]. Ms. [redacted] states that she was in the hospital and someone used her account without her knowledge or permission. She wants a resolution that gives her the money back. On June 20, 2015, Ms....

[redacted] disputed 146 transactions on her NetSpend card that occurred during the timeframe of March 10th until April 12th. The disputes claim was closed on July 3rd with no error found. The closure was based on the results of our investigation and the fact she reported the error more than 60 calendar days after the first disputed transaction. Our records show she viewed the account electronically through the website during the disputed period. At her request, we have mailed the details used to make our claim determination on July 9th. NetSpend regrets the inconvenience that Ms. [redacted] experienced while disputing the transactions. 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her refund check she hasn’t received.   We appreciate Ms. [redacted]’s additional comments.  On November 8, a member of our Corporate Response Team reached out to Ms. [redacted], to further discuss her refund check. Our records show that we mailed Ms. [redacted] a new check on October 27, via USPS. Unfortunately, USPS does not provide us with a tracking number for our records.   We informed Ms. [redacted], that if she does not receive her check after fifteen business days from October 27, and we can confirm it has not been cashed, we will mail her a new check via UPS.  A tracking number will be provided to Ms. [redacted] once it is available.   We apologize for any inconvenience or concerns this issue may have caused Ms. [redacted]. We have provided Ms. [redacted] with our contact information should she have any additional questions or concerns.    Thank you,   [redacted] Corporate Response Team Manager NetSpend, a TSYS Company

Thursday, September 21, 2017To Whom It May Concern:Thank you for forwarding Ms. [redacted]’s complaint to us. We are sorry to hear that Ms. [redacted] had a bad experience with our Customer Service Department.  We have reported this incident to the management staff of the customer service agents...

she spoke with to ensure that they receive appropriate coaching on our policies and procedures. As you requested, we addressed this matter directly with Ms. [redacted] on September 20, 2017 by way of e-mail.  Ms. [redacted] received her replacement card and activated it on September 18, 2017. We appreciate 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

Complaint: [redacted]
I am rejecting this response because:  They have noto reinstated my overdraft protection yet again. 
Regards,
[redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on his account. During routine monitoring, we placed a temporary restriction on Mr. [redacted]’s account on July 2, 2016, because we detected suspicious activity.  In...

order to remove the restriction, we requested Mr. [redacted] to provide us with a copy of his receipt confirming his recent Western Union cash load.  On July 03, we received Mr. [redacted]’s documents.  The processing time to review documents can be up to six business hours.  Our Risk Management Team completed the review removed the restriction from his account on July 4. A member of our Corporate Response Team spoke with Mr. [redacted] on July 5 and confirmed that he has full access to his funds and apologized for any inconvenience we may have been caused.We 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

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a transfer to her NetSpend card.On April 16, 2016, Ms. [redacted] contacted our Customer Service Department requesting to transfer funds between her accounts.  Ms. [redacted] was directed...

to logon to her online account to perform the transfer for free.  The transfer was not completed because Ms. [redacted]’s other account does not support cardholder transfers.  We spoke with Ms. [redacted] on April 22nd and explained that status of her transfer requests.  We also advised that we are unable to transfer funds to an external bank account, at this time.We apologize for the misinformation that Ms. [redacted] received from 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

Wednesday, July 12, 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 July 7, 2017 by way of telephone. We emailed Ms. [redacted] the details of the actions to resolve her...

complaint on July 12. 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:
Regards,
[redacted]