NETSPEND CORPORATION

2018-10-16

MS

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have a NetSpend premier card for my payroll direct deposit. My paydyis on Monday. I have used the same card for nine months and usually get my deposit on Sunday night. On XX/XX/2018 I did not receive a direct deposit. NetSpend said it was an issue with my job not sending a deposit. I talked to my job who emailed our payroll. My payroll then sent an email to my job from NetSpend that said there was an issue with the bank and my deposit would be made no later than XXXX XXXX on Monday XX/XX/XXXX. At XXXX XXXX still no deposit I called NetSpend who tried to tell me again that my payroll never sent a deposit and when I told them my job got an email from them saying there was an issue with the bank they changed their story apologized and said XXXX had maintenance issues and it would be deposited no later than XXXX. At XXXX still nothing. NetSpend then said the deposit was for sure going to be posted before midnight. It is now XXXX XXXX Tuesday XX/XX/XXXX and still nothing. NetSpend is now saying they are working on the problem at XXXX. XXXX says they do not have an email on the deposit. And since this morning XXXX has disconnected the phone lines. XXXX says it's an issue with the federal reserve. The federal reserve says it's an issue with XXXX. I have bills due. Rent due and still no paycheck. My deposit was for {$300.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-16

Washington, DC

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: My direct deposit from work of {$1100.00} was supposed to hit on XXXX XXXX at the latest ( XXXX promises early direct deposit up to 2 days, so initially I was supposed to receive it on XXXX XXXX ). It is now XXXX XXXX and still no funds have been deposited & I'm accumulating late fees from my bills ( Which their rep stated will NOT be reimbursed regardless of the delay on their end ). They also won't give me any information on when the issue will be fixed. I was told yesterday that it would be resolved by close of business yesterday. Today came, and was told the same thing. Only to just keep playing the waiting game and getting the run around from these people playing with my paycheck.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-16

San Gabriel, CA

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: I use XXXX prepaid card, my direct deposit was processed on XX/XX/18 by my employer however XXXX has not made the funds available to me. I called them and they had an eta of XXXX on XX/XX/XXXX. Now I try to call and get placed on endless holds and then disconnected
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-15

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

2018-10-10

Gladstone, MO

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-09

TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/2018 my account was compromised by theft by a debit card at a XXXX XXXX XXXX XXXX in XXXX TX. There was merchandise purchased in the amount of {$540.00}. I do not have a XXXX 's jewelry account and I did not purchase merchandise from XXXX XXXX XXXX. XXXX TX is over 300 miles to my home in XXXX TX. I am desperate for your assistance. The monies that was stolen from my account was for my electricity bill and it will be shut off if these funds are not returned to me. I have filed a police report, I have contacted Netspen & XXXX XXXX ( same company ) and I have contacted XXXX XXXX XXXXXXXX and no one will assist me. I have given them all the information I possibly can and no one can give me answers to who took the funds from my account. XXXX XXXX XXXX tells me it's Netspend job to start and investigation and Netspend says XXXXXXXX XXXX XXXX has tell me what information they need. Please help me I am a single mom and I am in dire need of the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-07

Ehrhardt, SC

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

2018-10-06

Discovery Bay, CA

Other features, terms, or problems

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

Other problem
Complaint: Since mid XX/XX/XXXX, I can not logon to my netspend account. I sent this e-mail to there " XXXX '' several times. " I can not logon to my account at -- https : //www.netspend.comXXXX --. I get redirected to a web page that displays -- Do you know that your XXXX XXXX is out of date? To get the best possible experience using our website, we recommend that you upgrade to a newer version of a web browser. Here are some recommended web browsers. Just click on the icons to get to the download page : -- I have -- XXXX XXXX XXXX -- and it will not expire for several more years! Please forward this to your IT Department to get this issue resolved. Thank you J '' I finely received a phone call back, telling me that they were no longer going to support -- XXXX XXXX XXXX -- but he would pass this on to upper management. Then I received this e-mail : Dear Cardholder, Thank you for contacting Netspend Customer Service! As discussed, I am sorry to hear that you are having problems accessing our website and I understand that you are frustrated and would like to file a complaint. Please be informed that beginning XX/XX/XXXX, our Online Account Center will no longer support XXXX XXXX XXXX. When you access your account online through XXXX XXXX browser, you will be redirected to a page asking to use a different browser. Supported browsers include XXXX, XXXX or XXXX. Also, I am going to send your complaint to my Manager, who will review it and forward it on if necessary. Someone from the corporate office will contact you directly within the next 2 business days. I apologize for the inconvenience this has caused you. Thank you for choosing Netspend. Have a great day! XXXX Customer Service Agent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-05

Louisville, KY

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting, activating, or registering a 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

2018-10-03

Jupiter, FL

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: This complaint is in regards to the XXXX XXXX prepaid card offered by NetSpend. I've earned XXXX XXXX miles for each of last 4 months, and they are suppose to post the reward to my XXXX account each month. However, this has not happened. NetSpend charges {$85.00} annual fee for this. It's a complete switch and bait. I've contacted them multiple times since XXXX, nobody ever follows up with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-10-02

Austin, TX

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

2018-10-02

NM

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: Netspend , Inc has set up fake forged illegal accounts in my name. Please excuse the exhibits but its my dumpster evidence trash. I first discovered at least One fake forged account with XXXX XXXX XXXX, XXXX in XXXX XXXX, Tx in XXXX. 2 checks were stolen from my from the middle of several checkbooks that were stolen, forged and cashed at XXXX.Both checks bounced.XXXX looked on the top of my Company checks and wrote me 2 letters of NSF. I called asked where their bank was located and I was told I should know I have accounts there for 2 years. Corporate and local were called demanding copies of the stolen checks, copy of application of who opened account, copy of all documents XXXX used to verify my name, all statements, close account, send me refund since its in my name that is fake illegal account in my name. I was promised by corporate and local. I bring witnesses every time. When i paid the 2 checks XXXX would not even give me receipt, or any paper work because I said I'm going to the police to arrest the criminal. I told as I have a commercial account for my XXXX business, don't ever accept a check from XXXX XXXX XXXX XXXX because it will be stolen. Soon as I said I was going to police XXXX became very upset in front of two witnesses and said she'd have me arrested. But not her boyfriend. several calls, emails, fax everything with no responses of investigation. I was never told a paycheck direct deposit was also involved with this fake account. XXXX I find a Netspend form with XXXX logo and then XXXX. I called netspend .Form is in MY NAME as account holder. Form says 100Percent of my Business ACH deposits wire transfers, .I have a sheriff as a witness and 8 workers. I was in shock. My name was forged as account holder. Then on the bottom of the form is a large handwritten letter to Netspend.. '' Please deposit all XXXX XXXX monies into this account from now on.. '' then my name was forged and spelled TERRIBLY wrong that the criminal forged my name 2 more times. Netspend " WE don't read notes '' then how with a Netspend Form account opened in my name illegally. How would Netspend know the name of the criminal that forged my name? Netspend would have to know.Simply because the phrase Says " deposit MY XXXX ACH wire deposits into this account. there is no other account Number or name my stolen money went into. Once again, My stolen Wire ACh checks made to my XXXX company account that criminal is telling to deposit into another account. '' My burden of proof is to find out who forged my name terribly wrong 3 times on netspend form. and what account gets 100 percent of my stolen money. How would netspend know MY ACH wire deposits are to be rerouted to another criminal account? I receive into my commercial account about 12 -15 per month depending what the road inspectors approve. Then my business checks for other clients are usually made to my company, XXXX XXXX XXXX XXXX some payments made to XXXX XXXX. Netspend said they don't have account ( s ) in my name. I found 296 receipts with account numbers showing the last four digits. Netspend says cant look up until i have entire account number, card number, routing number. I told Net I had one criminals name, social security and birthday. Net said cant do it. I said let me send the form in my name. Net said don't bother. Get a subpoena, court case number, and attorney, I told net I couldn't afford I'm missing 406 deposits. MY receipts show account that bounced in XXXX fake account then to netspend accounts total XXXX. I found lots more evidence .XXXX says XXXX is too small to investigate ( XXXX has over 1300 stores ) and Netspend said don't send anything .Net has very nice attorney but sums up 2 hour conversation with don't send evidence we will not read it, '' Rerouting ach Wire fraud, fake illegal accounts in my name opening a business account, bank fraud, rerouting mail fraud, malpractice of accounting from XXXX to XXXX then Net started rerouting my stolen money to new Mexico bank . My average deposits are XXXX to XXXX. A cash fee was XXXX with a XXXX to another account of the criminal. I told Netspend to meet me in a public place and just send me or bring me statements. I am also missing 77 money orders at XXXX each and one is for XXXX. Netspend needs has Serious charges if I have to go to criminal court. I asked for civil so I could get m money.I m not suing for punitive damages yet. I just want my money back that Net was involved in. XXXX can either pay or go to jail. I have recorded threats of death, even the officers heard.
Company Response: Closed with explanation

Timely Response

2018-09-29

Three Bridges, NJ

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Complaint: On XX/XX/XXXX I called during business hours early in the day to get a new debit card because my old one was lost I also lost another card the same day and called for replacement. The one card netspend when I called they said no problem to the replacement but if I wanted it in the next 5 days they would have to XXXX for a price of {$50.00} I declined it so they said my card would come within 7-10 business days. On XX/XX/XXXX they texted me to say my card is on it's way. Today it is the XXXX and still no card I called to find out what happened they said that if I don't get my card by XXXX XXXX I should call back. My complaint is they force you to get your card XXXX XXXX because they don't make any money on mailing you out a new card through regular mail. I have prescriptions to be filled and rent to be paid my monthly pension check comes on this card so I have no money until I get the new card. I called Social Security right after I called netspend and XXXX XXXX told me the card should be to me in 7-10 business days I received the card on XXXX. I know the FTC has won a settlement against netspend but it seems like they did not learn any lessons from that nor did they change any practices. I am not sure what can be done but I am trying to find an alternative from my pension plan but I know I am not alone. As charging extreme amounts to get your card sooner and make you suffer to get your card by mail take super long. Right now they are holding my pension hostage until I get my 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

2018-09-27

Ft Belvoir, VA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: XX/XX/18 XXXX XXXX XXXX XXXX made me aware, checks for dates,XXXX {$180.00} XX/XX/18 $ XXXX,XX/XX/18 $ XXXX,XX/XX/18 {$200.00},,, all drawn acct number end XXXX,, I told Mrs I don't use check 's, I tried to call my Netspend customer service representative no answer phone ringing, 3times, i emailed netspend on XX/XX/18, no response XX/XX/18 no response, i have had many problems guarding, money missing, the customer service representative some time refuse me management and not all manager with netspend will return call or help with Netspend law regulations, please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-26

Fall River, MA

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit 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

2018-09-23

Atl, GA

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

2018-09-22

Santa Rsa Bch, FL

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: on XX/XX/2018i was sent a card WITH MY FULL NAME EMBOSSED ON IT. i did not request this card, apply, or in any way have EVER done ANY bussiness with this company. i could not get to talk to an agent as their phone system asks for my social security number before putting me through a rep and i am not giving them my social
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-22

Sacramento, 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
Complaint: Between XXXX XXXX and XXXX of 2018 I bought 2 prepaid NetSpend cards for my XXXX year old daughter and XXXX year old niece. I did not know they had to be over XXXX to use the cards, according to NetSpend. I loaded {$200.00} on each card, when I called to activate them, I told them who they were for, and that's when they told me they couldn't use them. I then asked them to transfer the funds to my other NetSpend card, which they said they could not. They then told me they would send me a refund check for the {$400.00} I put on each of the other cards. I have not received my money back up to this day, and I would like all of my money returned immediately. This took place at the XXXX XXXX on XXXX and XXXX in XXXX XXXX at approximately between XXXX and XXXX, possibly on XX/XX/2018.. NetSpend had me put my daughter and niece on the phone so they could question their identity, and then allow the girls to access the funds by having checks sent to each of them in their names, which I reluctantly agreed to because they said that's the only way to recover my money, which I have still never received. Please help me get my money back, I'm a single mother that was just trying to make my daughter and niece happy, but I didn't get to do it that way, because NetSpend refused to return my hard earned money back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-19

Boyle Heights, 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

2018-09-18

OH

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: On XX/XX/XXXX I purchased a bike from XXXX XXXX XXXX in california. On XX/XX/XXXX I contacted XXXX XXXX XXXX and requested a full refund. They told me by email that it would take 24 to 48 business hours to process. Than I got another email saying that it will be 7 to 10 days. I waited than I co tacted netspend and they informed me that they didnt receive the right information to release my funds. So I got what they needed and contacted XXXX XXXX XXXX. They said we have sent numerous emails and faxs to the company. Finally on XX/XX/XXXX my fiance called netspend and spoke to a supervisor and did a three way call to XXXX XXXX XXXX and had a supervisor on the line ... the netspend people told XXXX exactly what to do. XXXX said they have done this so many times and will do it one last time. Unfortantley, i received an email that says the documents we received was not an approved document. My fiance called netspend today, 3 weeks later and netspend customer service said the document is being reviewed ... .I ont understand why they just cant contact each other via phone and take care of this matter once and for all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-17

Bronx, NY

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: at XX/XX/XXXX, i bought a prepaid credit card in the cashier, i could not use the car because the car was created such as an gift car, i wanned the card to pay my car insurease, the next day XX/XX/XXXX i call the netspend company to explain my problem, i made a complain and they said ( netspend ) they will send my money in 10 days not more of 15, today its XX/XX/XXXX, and i did not recieved my money. also i call many time and they do not have any answer. today XX/XX/XXXX i called and they handout my call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-13

Queens, NY

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: I was XXXX from XX/XX/XXXX thru XX/XX/2018. While XXXX am individual accessed my banking information and atm card with the pin number. He began using my account a if it were his own by claiming MY UNEMPLOYMENT benefits and using my account for the direct deposit. He overdraw my account and spent {$2000.00}. I have gotten nothing back. The banking institution refuses to reimnurseme even though i provided proof of everything they asked for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-09-12

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

Untimely Response

2018-09-12

Brooklyn, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Netspend I had a number of authorized on my account so I file disputed charge on my account the first one was XXXX to XXXX XXXX in XX/XX/2018 here is my claim XXXX my reference number XXXX on XX/XX/2018! My account was XXXX by XXXX It also was unauthorized so I file disputed charge here is my claim number XXXX reference numberXXXX then I had another unauthorized on XX/XX/2018 XXXX by XXXX XXXX Here is my claim number XXXX and reference numberXXXX. Then Netspend block my account and turn my debit. Netspend didnt do anything when I first reported the first unauthorized charge to XXXX XXXX also was they didnt use my debit card they use my account number because my phone was hacked. So I ask them to freeze my account and give me a new account since was my account number was used. They didnt want to listen to me and didnt anything. They do anything until my account was hit with 2 additional charges for XXXX XXXX. Then Netspend set me up new account and new debit. They also transferred the money I had left in my old account for a XXXX dollar charge. Everything was going okay until XX/XX/2018 I tried to used my debit card and the charges wouldnt go through so I called Netspend to see why my debit card wouldnt working Netspend said that disputes department close my account Because I was a high risk. They also I would receive my balance in a check and I am still waiting for it. I also can not understand how I am a high risk I had be a customer for 4 years This my account numberXXXX for my old account I really need help I am on fixed and I dont have any money. Also here is new account numberXXXX I think that everything you can see I am in real mess. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2018-09-11

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response