Realcor Developments Ltd.

Thursday, January 19, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning NetSpend Card Account she purchased for her daughter as a giftWe 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 themThe 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 years of age and that this is not a gift card On January 10, 2017, Ms [redacted] purchased a NetSpend Prepaid Card Account from CVS and loaded $onto it Ms [redacted] activated the Card Account on our website and did not choose a fee plan The default fee plan is the Pay As You Go plan, if the alternative monthly Fee Advantage plan is not selectedThe Pay As You Go fee plan charges a $fee for signature purchases and a $fee for purchase using the PIN A member of our Corporate Response Team attempted to contact Ms [redacted] to discuss her Card Account As a courtesy, we reimbursed the transaction fees and the amount she paid for the Card AccountA refund check has been requested and she will receive the funds within business days at the address on file The processing fee has also been waivedWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Villalon 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 March 14, 2017, we received an authorization request from the merchant, Fresh View, for $ The following day the merchant collected the funds by posting an additional transaction to Mr [redacted] Card Account without using the original pending authorization for the transactionMr [redacted] called us on March 17, and informed us that the merchant debited the funds twice Our Customer Service agent opened dispute claim [redacted] for the transaction that posted to Mr [redacted] Card Account We began our investigation and informed Mr [redacted] of the investigation timeframe afforded under Regulation E A member from our Corporate Office reached out to Mr [redacted] on March 21, but unfortunately we have not had the opportunity to speak with him We provided information via email that the merchant collected the funds without using the original authorization they requested We released the pending transaction back to Mr [redacted] Card Account balance We also notified the Dispute Department that the claim [redacted] can be cancelled since only one transaction posted to Mr [redacted] Card Account We also informed Mr [redacted] , if he would like to add his fiancé to the Card Account as a secondary cardholder, she can receive a direct deposit from her employer Her identity information will be subject approval per our Customer Identity Program and then her personalized card order will be placed We have provided Mr [redacted] with our direct contact information should he have any additional questions concerning this matter 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 a NetSpend Prepaid MasterCard she 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.A member of our Corporate Response Team attempted to reach out to Ms [redacted] regarding the card she received, but unfortunately, we have not been able to speak with herAt her request, we permanently blocked the card offer and removed her information from further marketing offers for NetSpend productsAdditionally, we are mailing Ms [redacted] a letter stating we have removed her information from further marketing of Netspend products.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] She mentions that transferring funds between her NetSpend Accounts has proven to be difficult after her card was lostOn February 17, 2016, I spoke with Ms [redacted] to address her full concernsMs [redacted] expressed her dissatisfaction regarding the limitation on the amount of money she could transfer between accountsI explained that the account to account transfer limits are set by our Risk Management Department to help protect against loss of funds and cannot be changed at this time NetSpend regrets the inconvenience Ms [redacted] received with attempting to have all of her funds transferredShe has my contact information should she need further assistanceThank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company

Wednesday, March 21, To Whom It May Concern: Thank you for forwarding Ms [redacted] - [redacted] complaint [redacted] to usWhen 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 accountWe have reviewed Ms [redacted] - [redacted] dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] - [redacted] on March 21, by telephoneWe emailed Ms [redacted] - [redacted] the details outlining our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company

Complaint: [redacted] I am rejecting this response because:There is no real underlining proof or factsDid you see surveillance footage? How do you know which phone was used to look up the account balance? I don't believe these are true factsThe company sent me reasons for why they did not approve it but it don't make no sense and I don't believe it and I am not buying itThis is just their way of taking peoples money and honestly tjis sy company should be shut down Regards, [redacted]

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On June 24, 2016, Mr [redacted] contacted us to report unauthorized transactions that posted on his accountWe immediately blocked his card to prevent further unauthorized activity and ordered a replacementWe opened a dispute claim and promptly began our investigationWe informed Mr [redacted] of the investigation timeframes afforded under Regulation E A member of our Corporate Response Team reached out to Mr [redacted] via email on July 5, to discuss his dispute claim We confirmed the timeframe to investigate his claim afforded under Regulation E and advised that he should receive an update by the end of business day on July We issued a provisional credit to Mr [redacted] ’s account on July 11, while we continued our investigation of his dispute claim A letter explaining the provisional credit information will be mailed to the address on file within three 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

Wednesday, March 22, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Netspend 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 themThe 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 years of age and that this is not a gift card A member from our Corporate Office attempted to contact Ms [redacted] on March 21, to discuss the concerns she had with activating her new Card Account Unfortunately, we were unable to speak with her in order to locate the Card Account she was referring to We provided our contact information via email and requested Ms [redacted] to contact us to assist her furtherWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company

To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn April 2, 2016, Ms [redacted] contacted us to dispute an unauthorized transaction that posted to her accountWe immediately blocked her card to prevent further unauthorized useWe opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded to financial institutions, under Regulation EWe contacted Ms [redacted] on April and informed her that a provisional credit was issued for her ongoing disputes claimHer claim will finalize on May 17, and no further action will be required since she has received a credit for the disputed transactionWe apologize for the poor service and misinformation that Ms [redacted] experienced with our Customer Service and Disputes DepartmentsWe have reported these incidents to the management staff of each departmentMs [redacted] has our contact information should she have any additional questions or concernsThank you, [redacted] ** [redacted] ***NetSpend A TSYS Company

We received complaint # [redacted] filed with your office by [redacted] concerning her son’s card.We 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 on the outside of the card packaging On September 9, 2015, [redacted] ’s son purchased a NetSpend card loaded it with $ Since the card purchase, there was no activity on the account until [redacted] contacted us on May to activate the card We asked [redacted] to send us copies of her identification documents to manually approve her account [redacted] declined to send any documentsUpon receipt of her complaint, we spoke to [redacted] on May to discuss her son’s account We refunded the account maintenance fees that were assessed and requested a refund check for the full balance [redacted] ’s son should receive this check within business days We apologized for the poor service that [redacted] experienced with our Customer Service Department We have reported these incidents to the management staff of the customer service agents she spoke with 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

Tuesday, December 27, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by Justin [redacted] concerning a refund check he has not received.On November 4, 2016, Mr [redacted] purchased a temporary Netspend Card Account at WALMART with $loaded onto itMr [redacted] contacted our Customer Service Department to activate his Card Account, but our system was not able to automatically verify his identity with the information he provided and we requested Mr [redacted] to send copies of his identity documentsWe received Mr [redacted] ’ documents, but unfortunately, we were unable to approve them On November 9, our Risk Management Team closed Mr [redacted] ’ Card Account due to risk factors that were identified with his Card Account activityThese risk factors are not shared with consumers for security reasons and Mr [redacted] is no longer eligible for products managed by NetSpendOn November 15, we mailed Mr [redacted] a refund check for his remaining account balance to the address on fileOn November 21, Mr [redacted] contacted us because he had not received his checkWe informed Mr [redacted] that we could not issue a new refund check until we can confirm the original check was not cashed or returned back to us On November 30, we received Mr [redacted] ’ check returned back to us as undeliverableOn December 22, Mr [redacted] contact us to update his address.A member of our Corporate Response Team spoke with Mr [redacted] on December 27, regarding his missing refund checkWe confirmed that we have his correct address and that we are mailing him a new refund checkMr [redacted] should receive his check within business days.We apologize any difficulty Mr [redacted] has been caused by not having received his check yetWe 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] I want to thank Revdex.com for your support in assuring that I received fair treatment from the Netspend CooperationI 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 processUnfortunately, that information is not correctI reached out the Meta Bank, who is the affiliated with Netspend to gain supportA representative, Mr [redacted] , left a single emailI left Mr [redacted] a voice message in 11/25/and a returned email, and again on 11/29/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 accountIn future, Netspend should consider including sufficient policies and procedures to prevent unauthorized persons from gaining accessIt wasn't until Revdex.com's claim submission that I received a call from Mr.***, confirming that I authorized purchase on my cardThat was great,but it would have been greater if that was initially completed thanks, Regards, [redacted] **

To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on December 14, by way of telephone, e-mail, or letterIf 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 concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

Wednesday, July 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a missing cash load on her account.On June 29, 2016, Ms [redacted] made four cash loads to her account at four different locations After review, our records do not show a cash load at the Holiday Station Store In response to her communication, we reached out to Ms [redacted] , but unfortunately, we have not spoken to her She informed us by email that she received a refund from the Holiday Station Store.We have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company

To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on September 08, by way of telephone and e-mailShe was able to access the remaining funds on her Card Account, closed to protect her from any further fraudulent activityThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company

To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] Serna concerning the inconvenience she experienced with having her boyfriend’s deposit put on her NetSpend accountNetSpend receives deposits to our cardholder’s account via ACH (Automated Clearing House) We require the name on the deposit to match a cardholder’s name listed on the accountMs [redacted] added her boyfriend to her NetSpend account on March 12, 2016, so that the deposits in his name would be accepted to the account Our system automatically blocked the account due to a previous negative balance left on an account in his name A member of our Corporate Customer Response Team assisted Ms [redacted] on March 30th, to post the deposit to her account New card orders for her and her boyfriend were expedited to her address We spoke with Ms [redacted] on March 31st and addressed her concerns We transferred some of her funds to the account where she has an active card NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the blocking of her accountWe 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 dispute claim on her account.On May 2, 2016, Ms [redacted] contacted us to report several unauthorized transactions on her account We immediately opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On May 16, we concluded our investigation with no credit being issued to Ms [redacted] ’s account because we were unable to determine that an error occurredAdditionally, our Risk Management Team closed Ms [redacted] ’s account due to risk factors that were identifiedThese risk factors are not shared publicly for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.We understand how frustrating it can be to experience unauthorized charges on your accountNetSpend 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

Wednesday, September 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her NetSpend card.The card Ms [redacted] purchased is a reloadable, prepaid debit card and not a gift cardThis type of product is intended for individuals who wish to have access to an electronic form of payment, but would like an alternative to a traditional bank accountWe understand that because she gave the card as a gift she may not have the original card package which states “This is not a gift card” on the front of the package.The most common fees for using the card and for maintaining the account, including account maintenance fees, are fully disclosed in the cardholder agreement and are visible to consumers prior to activationThe product comes with a variety of fee plans in order to meet the diverse needs of our consumers.In response to this communication, on September 14, a member of our Corporate Response Team spoke with Ms [redacted] We explained the card fees and suggested she review the useful information about the card on our website, www.nestspend.com We reimbursed the account maintenance fees to the card balance and ordered her a replacement card Ms [redacted] should receive this card in the mail within 7-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

Friday, July 31, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] *** Mr [redacted] states that he always gets his deposits a week early and he is concerned that the first of August is on a Saturday He wants to have a set date to get paid each month NetSpend receives deposits to our cardholder’s accounts by Automated Clearing House (ACH) The employers or government agencies send the deposit with indentifying information so it arrives to the intended account This information includes a settlement date, which is the latest date the funds must be posted to the account The process through ACH can take – days NetSpend does not control this process When we receive the ACH files, we post them to the designated accounts Mr***’s recent benefit deposit from VACP Treasury was received on July 27, 2015, and it posted within an hour of receipt This is four days earlier than the settlement date posting he would get from a regular banking establishment We will continue to post the ACH deposits when we receive them from the sender We hope Mr [redacted] appreciates us posting the deposits in this manner NetSpend does not control the ACH process so we cannot guarantee a set date each month for the posting of his deposit Should Mr [redacted] have any further questions or concerns, he can reach us at ###-###-#### 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 compromised account On October 24, 2016, Ms [redacted] contacted our Customer Service Department to report her card as lost We immediately blocked the card and ordered her a replacement card with expedited delivery to the address on file A person identifying themselves as Ms***, contacted us on November 4, and stated they never received the replacement card We immediately blocked that card and rushed another card to a different address provided by the caller That card was never activated and it was blocked on November On November 4, 2016, Ms [redacted] contacted us to report an unauthorized transaction made using her prepaid phone to refill minutes through her NetSpend card The card was previously blocked We opened a dispute claim and immediately began our investigation We also informed Ms [redacted] of the timeframe afforded under Regulation E We strongly believe Ms***’ account has been compromised, so we closed this account and recommend that she open a new one During the account closure process, a refund check for $was mailed on November 9, to an incorrect address This check was voided on November 23, and those funds are being mailed to Ms***’ correct address A member of our Customer Response Team contacted Ms [redacted] on November to discuss the status of the refund checkMs [redacted] confirmed her address is the same listed in the Revdex.com complaint We informed her of the voided check for $and told her we would follow up with her once the check is mailed Secondly, Ms [redacted] has another check for the remaining account balance that was mailed to her correct address on November 25, for $ Thirdly, Ms [redacted] has an ongoing dispute claim for $that will be updated on December We strongly encouraged Ms [redacted] to report this incident to the Federal Trade Commission, at https://www.identitytheft.gov/ The FTC can provide suggestions on how to protect her personal identification information going forward and how to alert other agencies, such as credit bureaus, that her identity information was compromised 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