NETSPEND CORPORATION

2018-11-17

Oceanside, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-16

Gretna, LA

Fraud or scam

Money transfer, virtual currency, or money service: Virtual currency

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

Timely Response

2018-11-13

Saybrook, IL

Problem with overdraft

Credit card or prepaid card: General-purpose prepaid card

Overdraft charges
Complaint: Email XXXX XXXX Cardholder. Claim # XXXX Reference # XXXX Transactions disputing XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX normal XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ATM XXXX XXXX ATM XXXX XXXX XXXX ATM XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX These are the transactions I am disputing Sent from my 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

2018-11-11

Oceanside, CA

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

2018-11-11

Oceanside, CA

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

2018-11-09

Ionia, IA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: I did not receive my payroll direct deposit and calling the customer service department did nothing to resolve my issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-09

San Antonio, TX

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

2018-11-08

Camp Springs, MD

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-11-06

Bremen, GA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: I've been banking with Netspend for several years. I called in on XX/XX/18 to dispute a charge. Next thing I know my account is closed and funds have not been issued to me. This has caused many bills in my household to go unpaid and accumulate late charges. Called in to check the status of my refund only to be advised that it was not complete and need 10 days to complete. NOT ACCEPTABLE. This is altering my livelihood and causing more damages than one person can handle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-06

LA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: Netspend has all of the appropriate documentation for my dispute. They closed the dispute, without even looking at evidence provided. I tried my best to go up the chain of command, including contacting the corporate offices. A gentleman at the corporate office spoke to me, he stated that some of the paperwork was received, but not everything I sent. I resent the emails to him, but to no avail. There where 14 emails of documentation submitted, they looked at none of it. I explained the the account should have taken a pre-authorization, not the physical money. I also provided copies of the credit card statements showing where the charges went off of my primary card. All this information was ignored as well. I am attaching everything to this complaint, in hopes that they refund my money that is due. This should have been done almost 2 months ago. I should not have to wait an extended period of time, they have the ability to get their money back from the vendor. Once again, I was aware they where doing a pre-auth but the money should have posted back to my card. They are allowing me to be charged 2 time. This has also caused me to have my primary mode of transportation put at risk, because them not returning my money has caused me to directly go into default on my auto payments. When I stated I was going to file a complaint, I was threatened that if I did they would block me from their system, close my account, and block me from services. I just simply want my money, that I should have well had! Unfortunately the documentation vast to put it all in, it will be re-provided upon request. I have attached the charges from the other company, to contradict the charges by Netspend. My money needs to be refunded urgently, before I lose my truck.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-11-01

Jacksonville, FL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-29

Eureka, CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to pay a bill
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-27

Discovery Bay, CA

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
Complaint: There were unauthorized charges to my account from a Merchant XXXX XXXX XXXX. I contacted them and after numerous emails they acknowledged that my card had been used for separate accounts. They said they would return monies owed if I could provide them transaction codes linked to charges. I contacted Netspend asking for such codes. Netspend wasn't able to provide me with any. XXXX XXXX said they couldn't process refund without them. It was suggest I file a claim. I did file a dispute with Netspend. After 45 days I received a letter telling me that upon investigation they didnt find any errors and would not be issuing me a refund. Yet they accidentally credited my account for the international transaction fees after denying my claim. I have emails from XXXX who states upon their investigation they determined their was fraudulent use of my card. Their intention of returning funds. Netspend can take my monies back and wont. XXXX XXXX says they additional information. I am not sure what recourse I have because this a prepaid card through XXXX. The merchant acknowledges fraud. I said it was fraud. Why doesn't Netspend move forward and take back monies
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-26

Oakbrook Ter, IL

Advertising

Credit card or prepaid card: Student 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

2018-10-25

Auburn, WA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-24

Lenexa, KS

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-23

Las Vegas, NV

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing 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

2018-10-23

FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I filed several disputes for transactions in my Netspend / XXXX Account l. After having my settlement check direct deposited into that account the account was drained by a sudden surge of transactions all of which were not authorized by me, had no knowledge of, and really had no way of making the transactions as I didnt even receive the debit card until days after the account was already at.a XXXX balance. I submitted the disputes in a timely manner and after 30 days was informed they found no error which is completely absurd as this is a MAJOR error. I honestly believe this company wasted my time by making me wait 30 days and clearly investigated nothing at all and cost me hundreds of dollars in additional late fees and a multitude of other problems by having that money stolen from me. I feel this company is a total scam / fraudulent company full of theives who are stealing peoples personal finances and telling people they found no error in their investigating cause why would they investigate themselves. There is a major problem here and something must be done.. the transactions I disputed were in 2 separate disputes and are as follows : 1 ) XX/XX/XXXX for {$1400.00} 2 ) XX/XX/XXXX for {$1500.00} I am formally requesting an investigation be done on this company and for the disputes i had sent to them and was denied.. Thank you XXXX XXXX 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

2018-10-22

Phila, PA

Managing, opening, or closing your mobile wallet account

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

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

Timely Response

2018-10-21

Jupiter, FL

Problem with a purchase or transfer

Credit card or prepaid card: Payroll card

Charged for a purchase or transfer you did not make with the card
Complaint: I reported my card canceled one day and was waiting for another one in the mail. Well I never carry cash on me and I got a ride home one day. Wanted to give her some gas money but had explained that my netspend card had been stolen so I fell asleep in the car with my tool bag and my wallet and my meds were stolen. Unfortunately I keep my login info in my wallet she must have called and had the money transfer to her acct. So my friend called me later and as asked me where his girl got all this money at. So I looked at my app and it was all gone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-20

Louisa, VA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I am a new prepaid debit card user and I bought a netSpend card at XXXX to use for convenience. I think I might have inputted a wrong social security number or password when signing up for my online account, so when I went to access my account I could not. I tried using the link to reset the password and could not get it to send me a reset link. I then called the number on the card and there were only two options, if you lost your card, or everything else, but that required my social security number and because I must have hit a wrong number when setting up the account, it would not let me in from XXXX when I got it, until today XX/XX/XXXX. I tried it multiple times over a month, so I threw the card out and basically lost {$20.00}. My Dad saw the card in the trash and asked me about it and emailed the company that basically told him that we could use the prompt for lost card and get a live agent. When we finally were able to access the account, there was fee on XX/XX/18, Debit : Account Maintenance Fee for {$5.00} on a card that only had {$20.00} on it. There might have been some notice of this fee, but I did not see it or realize that just having the card would cost me almost {$6.00} a month. They are taking almost 20 % fee just for having the card each month. That should not be allowed ... basically, the card is useless and they are preying on us younger kids who are not financially savvy or have the ability to get accounts at a bank due to low amounts of money or whatever. I feel this is a predatory practice on a population of low income, young and/or uneducated people that should be protected, and not taken advantage of. With my {$20.00} card, I would have {$2.00} left after 3 months if I DIDN'T EVEN USE 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

2018-10-18

Del Sur, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-18

CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Complaint: I disputed a charge on my Netspend card, and instead of simply investigating the line item, the representative said he had cancelled the card and was mailing me out a new card within three days. I was on travel at the time and this action left me stranded overnight outside. Two weeks later, I went to my XXXX XXXX to retrieve the card, and I discovered that it had never been sent by Netspend. I called to inquire, and the new representative told me she would send out another card in three days. I asked to speak to a manager, hoping that a manager could order a same day or 24 hour delivery. ( Additionally, I asked if the money could be XXXX XXXX, wired into my bank account, or put onto another Netspend card I had purchased in the interim ; they refused all of these options. ) The manager I eventually spoke with cancelled the order of the second representative, telling me she was going to get the card to me faster, within two days. Instead, she failed to ship out a card. It is now two days later, weeks past the original error, and this company has kept me on hold for over an hour each time I call, causing my cell phone battery to die. Regardless, they have my phone number, my email address, and all the information they need to ship me out a new card, expedited. Additionally, Netspend has been charging {$1.00} for every transaction on the account, adding up to hundreds of fees. I would like those fees refunded in total due to this inconvenience. I had a lien put on my storage, I had to give up my car ... I have bills to pay and need access to my money!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-17

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

2018-10-17

Norcross, GA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: I have a NetSpend prepaid card. I normally receive my payroll on Monday afternoons. On XX/XX/18, I didn't recieved my deposit. I called NetSpend they advised me that it was an issue with ACH deposits from XXXX. They advised it was not a complete issue with all customers but some. They couldn't give an ETA on when the deposits would deposit or what the actual issue is. They only have generic responses. Called them again XX/XX/18 got the same response this time referring me to XXXX. I called XXXX and immediately got the automated recording that it was a system issue with the ACH deposits system and were trying to resolve it. Still no ETA or what the problem is. My only issue is why consumers weren't made aware of the issue immediately when NetSpend found out from XXXX there was a problem. Making consumers aware is important.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response