NETSPEND CORPORATION

2018-12-22

New York, NY

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-22

Temperanceville, VA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Complaint: NetSpend card purchased for {$100.00} cash, at XXXX, XXXX XXXX XXXX, XXXX XXXX, VA XXXX, XXXX, store number XXXX acct # ( last four ) XXXX, XXXX # XXXX, approval # XXXX, auth code:XXXX, approval time XXXX. Purchase date XX/XX/2018 at XXXX. The first store the card was used at, declined the purchase. When in to XXXX where the NetSpend card was purchased. XXXX stated they did everything correctly and a cashier called NetSpend. NetSpend confirmed they received the {$100.00}, even though the card kept declining. The cashier at XXXX that helped me is named XXXX. I advise that I will contact NetSpend once I got home. I did, and this is what happened when I called them. : I purchased three NetSpend cards for my daughters as one of their XXXX gifts. The drama started when my XXXX-year-old tried to activate the card herself. They allowed her to do so, although on the back of the package it states you must be XXXX or older to do so. They took her date of birth, social security number, address and etc. Once she tried to use it, it kept declining. We called Netspend to find out what the problem was and was told my daughter needed to send them a copy of her birth certificate and social security number due to her being a minor and that her card was canceled. I asked who canceled my daughter card, I was given no answer, and after speaking to 3 customer service rep 's. A supervisor stated the card was canceled by a customer service rep. I thought only customers can do that? I advised by law when she stated her age, they should have asked for a parent or a legal guardian to continue activation of the card. I asked if they can transfer the funds ( {$100.00} ) to my netspend card ( I am her mother ). They took my NetSpend card info and my personal information and told me there will be a {$4.00} fee to transfer over the funds. I advised them that there should not be any fee since they should of not try to active this card with a minor in the first place. Once this was said i was placed on hold for 30 minutes. I waited, as i knew that they where just waiting for me to hang up and give up on this issue. But I work hard for my money and they where not going to just get rid of me. The young lady came back, she stated that now she can not transfer the {$100.00} to my NetSpend card either and that they will be mailing my daugther a check for the {$100.00} in 7 to 10 business days made out to her. There is a problem with this so-called solution. It was required to send in a copy of her birth certificate and social security for this to happen. Are they really this crazy?? I am never ever sending my family 's birth certificates or social security numbers to ANYONE. They have my {$100.00} ( cash ) today and want me to wait for 7 to 10 business days for a check?? I didn't pay them by check ... what are they doing with my cash that they admitted they received today?? The check is to be made out to my minor daughter who has no state ID at this time to cash the check, most places do not cash NetSpend checks, and what about the fee to cash the check??? My daughter would not be receiving the full {$100.00} I paid for. In all I spent 3 hours on the phone with XXXX to get them just to simply re-activate her card or transfer the funds to my card. I spoke with 2 customer service reps and 1 supervisor named XXXX, who stated there was nothing else they can do. I asked for someone other then her. XXXX placed me on hold for another 15 minutes and hung up on me. NetSpend is such a scam, horrible customer services and likes to hold on to people 's money. This ruining my daugthers XXXX and stopped her being allowed to purchase XXXX gifts for family members. Once all is said in done, I had to do alot of wiping my daugthers tears.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-21

Wrentham, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Long story short. I purchased a laptop from XXXX. I was using a Netspend bank card. After purchase, my parcel delivery was quite long and he was lost. When I found I decided to return the item back to XXXX. They accepted my return and issued a return to My Netspend bank account. When my bank account was credited I attempted to log in to the account and received a pop-up message that my account is locked. At the same time, I picked up my phone and called to Netspend customer service. What they told me is that my account is locked and did not explain a reason why. They also told me to call XXXX and ask them for a letter of indemnity or to reverse the funds. XXXX response to me was that they do not do those things. So I am in a situation where one business ( company ) asks me for things where other companies ( business ) do not provide that kind of things and my funds and my actions are restricted. XXXX confirmed that they received an item and processed a refund and everything is fine but Netspend holds my money by force. I have a lot of info who proves that my return is sucessful. So this is what I have from XXXX : " Upon review, our system shows that a refund was issued successfully for order number XXXX back to the original payment method, VISA card ending in XXXX on XX/XX/2018 in the amount of {$1500.00}. Refunds generally take 1-5 business days to reflect into your account but are based on your Financial Institutions processing times. If you are not seeing the refund, please contact us at XXXX opt. XXXX, so we can conference call your Financial Institution for more information. '' Order ID : Order # XXXX Name on the order : XXXX XXXX. The laptop was bought with a virtual credit card. XXXX gave me an authorization code for the funds to be released - XXXX. Pretty much this is everything I have in this situation and now I am asking your help because in this situation I am powerless.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-21

Harrisburg, PA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Complaint: Netspend opened up an account without my authorization. Credit Card issued by MasterCard card number XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-21

Ft Wayne, IN

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: They closed my account after 6 years of being a customer. I had a few disputes which were mainly this year because they sent me a recycled card and someone else was using but they turned it off before my husband could get his direct deposit. They also charged me humongous fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-20

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-20

Las Vegas, NV

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: XX/XX/XXXX Netspend sent a charge back from an online gaming website for XXXX XXXX for XXXX XXXX {$10.00} XX/XX/XXXX deactivated account through XXXX XXXX XXXX ( XXXX ) for won charge back at that time I had paid XXXX and cash XX/XX/XXXX Netspend credit {$5.00} for XX/XX/XXXX XXXX coins XX/XX/XXXX complaint about money left on account XX/XX/XXXX {$110.00} credit Netspend XX/XX/XXXX XXXX XXXX XXXX {$280.00} credit I had 2 prepaid account through XXXX and was unaware of the multiple transactions from XXXX XXXX XXXX XXXX I recently received $ XXXXcredit from XXXX for partial from XXXX I went to Netspend requested remaining balance on XX/XX/XXXX XX/XX/XXXX Netspend decision was because it was after 60days I can't do anything that unfair this website is aware of my complaint of the unauthorised transactions and not dispute the refund its Netspend were my account is i haven't dispute charge back with XXXX XXXX XXXX with XXXX I don't understand if the company is will refund why can't the company i trusting my Money with didn't notice these multiple transactions I don't receive monthly transactions please help on what is it that I need to do I can't let this company just keep my earned hard money thank you XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-17

Golden Valley, ND

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-11

Lannon, WI

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I have requested prepaid XXXX master card .Nobody told me upfront that there is a fee {$4.00} per month. Also fee is usually charged after 1 month of service .My unexpected fee was charged 2 days after first transaction. When I emailed my request to close the card, received response : " The XXXX Prepaid Mastercard is issued by XXXX XXXX XXXX, Member FDIC, pursuant to license by XXXX XXXX XXXX. Netspend, a XXXX XXXX, is an authorized representative of XXXX XXXX XXXX. Certain products and services may be licensed under U.S. Patent Nos. XXXX and XXXX. Use of the Card Account is subject to activation, ID verification and funds availability. Transaction fees, terms, and conditions apply to the use and reloading of the Card Account. See the Cardholder Agreement for details. Mastercard is a registered trademark, and the circles design is a trademark of XXXX XXXX XXXX. Card may be used everywhere Debit Mastercard is accepted. " It actually doesnt answer my question Can you please help me to close card and transfer remaining balance to any of my accounts?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-10

Ferryville, WI

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-10

Ft Belvoir, VA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with balance transfer
Complaint: On XX/XX/18,XXXX NetSpend service rep . Blocked monies on card XXXX, I reported unauthorized charges XXXX from XXXX XXXX on XX/XX/18, service rep said theft happened, I told rep, transaction was not authorized, please submit claim rep refused my request, blocked card, Said she would order new card. On XX/XX/18, I called XXXX XXXX about actions on my acct with NetSpend, XXXX XXXX rep said purchase prepaid card and transfer remaining amount on prepaid card and use your monies. I called NetSpend back on XX/XX/XXXX with new card number XXXX rep said block was on prepaid card and 24 hours for XXXX, to be unblocked. I called on XX/XX/XXXX, again NetSpend service rep,24hours for monies to unblock. XXXX XXXX said on XX/XX/18 they can't make NetSpend service release funds,. I called NetSpend Corporate office XX/XX/18, no one will help. These are XXXX pension and SsI benefits,, please help me. thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-09

Stone Mountain, GA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Confusing or misleading advertising about the credit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-08

DE

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: Just got an unsolicited debit card by mail, a " XXXX XXXX XXXX Prepaid Mastercard by XXXX '' issued by XXXX. Considering that an identity thief has recently been using my personal information to request credit cards, this has given me quite the fright. Need I be worried about fraud in this instance? If this is not a case of fraud, should a business practice be allowed that is easily mistaken for fraud and identity theft and that causes customers hours of pain, worry, and loss of personal time? I tried to resolve this by phoning MasterCard, XXXX, and XXXX, but was unsuccessful since every phone number tried directed me to menus that automatically disconnect if something off-menu is wanted. If it is ok for these companies to issue unsolicited cards, they should at least be required to make it easier to resolve worries about fraud such as mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-06

Bremen, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Called to open dispute XX/XX/18. Called back in XX/XX/XXXX for update yo find that dispute was never opened. Was officially filed on the XXXX was was lied to about immediate credit. Waited 1 hour for supervisor who never answered. Filed complaint with XXXX XX/XX/XXXX. XXXX agent, XXXX, reached out that same day. Offered {$40.00} customer satisfaction credit, not effecting provisional credit due XX/XX/XXXX. Nothing recieved XX/XX/XXXX so i reached back out to XXXX who never returned my call. Called XXXX and was told that it would be XX/XX/XXXX. Check amount today, XX/XX/XXXX, and still no deposit. Reached out to XXXX AGAIN with no answer and to return back XX/XX/XXXX. Representatives not giving consistent info, are very rude, supervisors never answer their phones and constantly interrupt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-03

Queens, NY

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: On XX/XX/XXXX, I filed a dispute for an ATM Withdrawal where funds requested were not dispensed which occured on XX/XX/2018 for {$320.00}. After initially filing the dispute with NetSpend Customer Service, my prepaid card accounts held with NetSpend were closed on XX/XX/XXXX and I am not allowed to open anymore accounts with them, despite having been a customer in good standing for years and never having filed a dispute in the past. This decision was made immediately preceding the filing of my ATM Dispute. I feel that NetSpend has purposefully closed my accounts and want to ensure that my dispute is handled appropriately. I am asking this dispute to be further investigated to ensirr. Compliance with FCRA Regulations, including Regulation E for which I have also submitted then attached ATM Dispute Notification Form in Writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-12-02

Buffalo, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-30

Euclid, OH

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: On XX/XX/18 : {$1800.00} went missing from my NetSpend debit card account. The time of this unauthorized transaction was XXXX cst. Found out from NetSpend that this was a XXXX XXXX transaction. I told NetSpend that I have nothing to do with XXXX XXXX and that I don't even have a XXXX XXXX account. I even got XXXX XXXX on the line with NetSpend and myself on XX/XX/18, and the XXXX XXXX employee even told NetSpend that I don't have an account with XXXX XXXX. NetSpend said they can't stop this transaction from going through they can't block it even though I told them that this was not authorized. They said that after 15 days by XX/XX/XXXX if this transaction is still in pending status they will release the {$1800.00} back into my account. They also said I can't file a dispute until the transaction goes through yet meanwhile even in pending status I don't have access to my own money that was taken. My rent is due Saturday XX/XX/XXXX which I can't pay in fact I can't do anything can't by food. Please help me. I have no idea exactly how this could happen. NetSpend shut down the debit card and sending me a new card. I still don't have my funds and this has me sick to my stomach and I can't sleep good. If you need more information please let me know. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-29

Brooklyn, NY

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Netspend charged me too many fees .they refused to dispute a transaction fraudulently made in another state. Then they closed out my account and told me they sent a check that I never received after almost 2 yrs. They also informed me that they sent a check to an address that doesnt belong to me and told me theres nothing else they can do. These reps are rude, they hang up on u and when I ask to speak to a manager they say they are the manager or no speaking to a manager wont make a difference. This prepaid card Netspend and bank is a disgrace. Even their advertisement is wrong. They over charge fees and they dont secure your money as they should and are not willing to give back when they XXXX up. I just want people to have a heads up about this company because they are a legit scam
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-25

Spokane, WA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem adding money
Complaint: On XX/XX/18 I called NetSpend activation line provided on a newly purchased ( $ XXXXusd ) prepaid card. I was informed that I needed to verify my identity and proof of address by emailing a pics of a state issued ID card, social security card, and proof of my physical address of which they sent a list of approved items that they would accept. The first time I responded with pics they accepted all but proof of address saying that the letter was still in its original windowed enveloped and wasn't acceptable that way and that thy need to see the full with all four corners to verify its authenticity. So I did. The excuses I have received since then are as follows. 1. address was out of focus. 2. item wasn't on the approved list ( even though it was ). 3. reference number wasn't correct. 4. faxed approved item wasn't original but a reproduction. 5. faxed item was out of focus. To date I have emailed 3 different approved each one at least twice an have faxed to different items both twice and they themselves have mailed me a personalized credit card to my physical addressed which I have tried to activate yet still they refuse to activate so I can access the {$30.00} I put on the card over a month ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-25

Queens, NY

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: I filed a dispute with my Prepaid Card Issuer, Netspend regarding two ATM withdrawal transactions initiated on separate dates at the same ATM. During both instances while awaiting for the ATM to dispense the requested amount of funds, the ATM stated the funds were being dispensed, despite not having dispensed any of the funds requested. immediately afterwards, the ATM displayed an error message on screen which stated " receipt printer error '' which also resulted in the ATM not having provided a receipt. The first transaction took place on XX/XX/2018 for a total of XXXX the second ATM transaction took place on XX/XX/2018 for XXXX. I notified Netspend and filed a dispute regarding both transactions and slso faxed over an ATM dispute from. During my initial contact with Netspend over the phone, I verbally requested a provisional credit be issued to me within 10 days if they did not receive a response from the Merchant And also asked for a mailing address to send out my written ATM dispute form via USPS certified mail, but they stated they did not have an Address for me to mail out my dispute form and insisted I fax them the ATM dispute form. On XX/XX/2018, I faxed the dispute form to the phone number listed on the dispute form, and after 10 business days have not received my provisional credit to utilize my funds since they requested more time in order to investigate. I also notified customer service on XX/XX/2018 and advised them I would fax it again because the CSR told me they had not received my dispute form. This is unfair and is also a violation of non compliance under Regulation E which entitles me to a provisional credit so that I may temporarily utilize the funds while they complete their investigation. It should also be taken into consideration that I have been a Netspend customer for over 2 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-21

NJ

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: XXXX sent me a debit card with my name and a CVC code on back. The paper attached also had an account number and routing number, and it said to call to activate it. I called once, but was unable to reach a live representative. I want to know why the card was sent, as I did not order one. I am concerned because I can not reach anyone, and want to know what is going on ( i.e. If my identity has been stolen ). If this is just a advertisement, then this kind of the confusing commercial behavior need to be stop to bother customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-20

FL

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting, activating, or registering a card
Complaint: I purchased a netSpend VISA card for {$350.00} from a local store to use for a single online purchase for a merchant who doesn't take XXXX. Tried to activate it and was told they wanted more information, including photos of my driver 's license and a utility bill to be sent over unsecure email connection to XXXX or XXXX somewhere ... I did that, grudgingly, after they said the card was unusable unless I did. None of these requirements were listed on the external packaging, but were apparent only AFTER purchase. A few hours later, they demanded a photo of my original social security card ( they'd already asked for the number, which I provided ). When I got suspicious and wary of sending those items online in what was starting to look like an identity theft attempt, they refused to activate the card and told me I'd have to return to the store for a refund. I contacted the store who said that netSpend was lying, that they could not do refunds on the cards and netSpend knows this, and it is even printed on the receipt. I relayed this to netSpend who then said they could activate the card for in-person purchases only ( which defeated the ENTIRE purpose of purchasing the card and made it useless ) or I could pay them another {$5.00} and they might return my money in 10-20 days. I told them to close the account and return my money ... which I will probably never see. I then looked at the XXXX ratings and realized I'm the latest of a long list of people who have had their money taken with no recourse. Something needs to be done about netSpend and the stores who sell them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-20

Sangerville, ME

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Complaint: The phone number on Net Spend XXXX does not work, the website will not allow me to talk or email anyone, only XXXX bucks but I cant use the card for travel as expected and now I cant contact a human or an email. This is ridiculous and wrong for a company to do to XXXX older Americans just trying to get by.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-19

Flor, MO

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-17

Sedalia, NC

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response