NETSPEND CORPORATION

2019-11-14

Beacon Hill, WA

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

2019-11-13

Chesapeake, VA

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

2019-11-12

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

2019-11-12

Other features, terms, or problems

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

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

Timely Response

2019-11-11

Aurora, UT

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Don't want a card provided by your employer or the government
Complaint: I received an unsolicited pre-paid mastercard from Brinks. I did not participate in any promotion. There is supposed to be no balance positive or negative on 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

2019-11-07

Philadelphia, PA

Advertising

Credit card or prepaid card: General-purpose prepaid card

Changes in terms from what was offered or advertised
Complaint: I signed up for the Ace Flare prepaid card. When I signed up there was an offer that advertised an account opening bonus of {$100.00} after you had a direct deposit within the first 60 days of {$500.00} or more. The bonus would be paid in 30 days from that. It has been not only 30 days but even 30 business days ( I was told this after I inquired after 30 days ). Then they told me I needed to have a {$500.00} direct deposit for 3 months in a row, although I can find nowhere on the terms/conditions where this is listed. I have contacted them several times but the agents were either unaware of the offer ( still listed on their website, by the way ) or were saying things about the 3 months of offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-06

Lakewood, TN

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

2019-11-06

TN

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: On XX/XX/XXXX, we received in the mail a solicitation for a " No-Cost Direct Deposit '' prepaid Mastercard, with a card in the name of our minor daughter. She has never worked nor applied for credit so I'm not sure how they got her info. The company is NetSpend & the financial institution is XXXX. The first number I found to call them was to opt out of future mail offers. XXXX I had no option or opportunity to speak to a person to complain that they were soliciting a minor, who can't enter into a contract. ( Therefore, soliciting a minor to enter a contract should be illegal as well!!!!!! ) The second number I found was a privacy insert for XXXX. XXXX This number was listed as " to limit our sharing '' or " questions? '' which I didn't feel as though was applicable. The third number I found was on the insert to upgrade to Netspend Premier. XXXXNETSPEND When I called, I was promoted to enter the card number then told that since it wasn't active, I couldn't upgrade & was redirected to activate my card. Still NO option of speaking to an actual person, just all automated. The last number I tried was the number listed to activate the card, which I didn't intend to do but was looking for a person to complain to about them soliciting a minor. XXXX The first time I called, the auto answer told me I'd been selected to receive a special offer, then asked a bunch of questions about my vacation preferences. Finally, it told me I'd won a XXXX cruise at the low cost of {$55.00} per person. I declined. Then, it started a pitch on some kind of auto program. Honestly, I kind of tuned out to the details. All I wanted was to speak to a person! I also knew i would decline any offers. I was also looking through the 20 page Terms & Conditions for another number, as I had very little faith I would ever reach that actual person. When asked to accept or decline, I declined & the call disconnected. I immediately called back & the auto response was that " this call wasn't active '' in my area. I called a third time & the auto response was to ask me hit the # key for a directory. I hung up & called a fourth time & received the same auto response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-05

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

2019-11-04

Flushing, NY

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

2019-11-02

OH

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to pay a bill
Complaint: On XX/XX/2019 I purchased a NETSPEND card and loaded {$100.00} onto it for paying bills. I have a XXXX XXXX XXXX with a XXXX XXXX who got ahold of the card and called the activation line he only gave them his name and hung up ( he is XXXX and doesnt understand mentally what he was doing ) .I called later that morning to activate the card gave them my social security number, Birthday etc and I was transferred to a customer service rep who stated that I had to email them a copy of my social security card and ID as well as my childs ss card and birth certificate and proof of address and they stated that the funds would be released within 6hrs. Instead they then requested the mother of my childs info so thought it was absolutely absurd but we complied.they wont except her Ohio state issued ID that she purchased that same day and they want court papers stating her name was changed except her social security number has never changed from her maiden name so we can not give them things that dont exist and they claim without it we can not get our money. Well first of all we dont understand why, how or if its even legal to do this because its not in her name in the first place, secondly they said if we provide proof of my identity that it would be released within XXXX I comply its accepted and they then want something else and the things theyre asking for are rediculous. It is now XXXX XXXX and my phone and electric are shut off because I can not pay my bill.Im XXXX and have XXXX XXXX children one whom is chronically ill with a XXXX XXXX and fluid problems in his XXXX he spends weeks and sometimes months in the hospital and this company has seriously caused us tremendous hardship. I have several emails to show the constant changes in whats required and I saw that the FTC has a lawsuit against them already for similar consumer rip offs.if you can please help me Id gladly share my experience with others to prevent this company in my oppinion scamming others I wish I had never used this service. It was the first and I assure you the very last time Ill be a netspend customer.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

2019-11-01

VA

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
Complaint: Netspend illegally obtained my name and address. They then sent me a card with my name on it. Since I never ordered this card, I tried calling them. To reach a human being, they forced me to activate my card! This is the ultimate deception. They also refused to tell me which company sold them my information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-11-01

Camden, NJ

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

Timely Response

2019-10-31

Barretville, TN

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

2019-10-31

Gore Springs, MS

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I called Netspend on XX/XX/2019 to report suspicious transactions that had came from my account. I filed and Transaction Dispute on that same day. I was told to call back within 10 business days to get the update from my dispute. Upon calling back yesterday XX/XX/2019 at ( XXXX ) I was told that there wasn't nothing they could do about my claim. Because it happened in a different state and I had to wait. To receive papers from the Dispute team in the mail within 7-10 business days after receiving the papers that's when I can call back to see if they will re-open another dispute case. On XX/XX/2019 an direct deposit amount of {$1800.00} was put on my Netspend card at ( XXXX XXXX ). And after that direct deposit a {$7.00} fee plan assessment was taken from the card I went to work from 7-3. At ( XXXX XXXX ) an transaction was taken from my account with another card that someone had put in their name in XXXX XXXX. 1 ). Time of transaction ( 4:09 ) Amount taken from the account {$920.00} 2 ). Time of transaction ( 4:11 ) Amount taken from the account {$300.00} 3 ). Time of transaction ( 4:12 ) Amount taken from the account {$300.00} 4 ). Time of transaction ( 4:13 ) Amount taken from the account {$300.00} 5 ). Time of transaction ( 4:18 ) Amount taken from the account {$16.00} After the transactions was taken from my account I contacted Netspend and they blocked the card ending in ( 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

2019-10-30

Key Biscayne, FL

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: XX/XX/XXXX I went to a XXXX to buy a prepaid card and I brought a Netspend card when I was trying to active the card they asked me to sent them an email with a picture of my ID, my social security and a picture of something to prove my address I sent one email with 3 pictures and they told me to call back after 6 business hours so on XX/XX/XXXX I called back they told me they received the email but they only received my proof of address I explained that it was 1 email with all 3 documents they said they only received one I said okay I want a refund they asked me how much was they money I said {$240.00} they said they gon na start the refund and I should receive a check on my name on XX/XX/XXXX, 10 days. On XX/XX/XXXX I didnt receive the money I called them again complaining the person I was talking to said thats impossible they gave me a wrong date because I called on XX/XX/XXXX, I said no and explained everything she told me Im gon na have to wait till XX/XX/XXXX which was yesterday. XX/XX/XXXX I didnt receive the check I was like okay Ill give them one more day and at XXXX on XX/XX/XXXX I went to my mailbox nothing came so I called and they are asking me to wait another 5 days. This is going to far money only takes 7 business days and I agreed to the 10 days they told me to wait, then another 5 but now they are asking for another 5 money doesnt take 20 days to process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-29

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Don't want a card provided by your employer or the government
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-27

Melrose, NM

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 had filed a dispute on a charge that was made to a merchant on XXXX to my NetSpend card after doing so XXXX resolved the issue and refunded my money through PayPal which has my refund now due to the fact I diputed the charge to my credit card company I can't receive a refund and net spend won't drop the dispute I filled on my request that it's been taken care of and is hold the dispute for thirty more days I want it dropped now I am told there's nothing I can do but what really I did it now can't reverse it and there dispute department has no contact info to talk to them it all a bigness that's now held up a large sum of money my that I need 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

2019-10-25

GA

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 have a prepaid debit card with Netspend, XXXX XXXX of 2019 i purchased a sofa online from XXXX. The sofa was damage, i contacted XXXX, They gave me back a {$250.00} dollar credit on my Netspend card. Netspend has refuse to give me access to my card and closed my account. I have called them numerous times for help with my problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

Brooklyn, NY

Trouble using the card

Credit card or prepaid card: Government benefit 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

2019-10-23

Portland, OR

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

2019-10-23

San Francisco, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Greetings from XXXX XXXX Ca. XXXX here. I would like to let you all know there are these new prepaid paypal cards on the card racks at XXXX store here in XXXX XXXX.XXXX did not have these yet and hopefully they won't ever carry them. I usually pay for items on XXXX with giftcards that are never a trouble but day before yesterday XX/XX/2019 the XXXX giftcard computer was down and I had an item that I had promised to pay for sitting in the checkout dialog since the nite before when I placed the hi bid on an auction item. So I figured i would try these paypal prepaid cards that I had never seen before at the store. It says XXXX on the package front. That was the reason I purchased. XXXX was cheaper then XXXX dollars on visa gift cards. Tho looking again at the small characters this prepay paypal card says It is not a gift card. As long as it works to pay the man who is waiting for me to pay for item as promised then it doesn't matter. So XXXX loss compared to no fees on another kind of gift card that had comouter server trouble on the XX/XX/XXXX. All day. So I purchased the paypal prepaid card from XXXX. XXXX I gave to the cashier. My item cost XXXX. Plus the XXXX fee on the front package.that was almost 2dollars extra just in case. the package does say it needs to be activated. Now comes the run around computer leading me thru a maze of circles. I was over 3 hours trying on Monday evening to activate the card before I went to a meeting I was supposed to attend. I missed the meeting .going in circles with the activation process. Filling out the same forms over and over again and still it does not work to pay the man who is waiting for the XXXX I promised to pay. When trying to activate the card, it leads to a dialog that says there is a XXXX monthly fee. And a whole mess if other fees. No mention of this XXXX dollar fee on the package and the computer dialog is programmed with only 1 button that says order a card. Congrats. You'll receive your customized card in the mail. I didn't want a customized card. All I was trying yo do was activate the cards.i already paid for at the store. The fees were supposed to be XXXX. When I called the phone number printed on the card that nite at XXXX XXXX Pacific time after missing my appointment trying to pay my debt on XXXX that goes thru paypal when ever I use gift cards and already had a paypal account so I figured a paypal prepaid card would be ok. That nite at XXXX they told me with a computer generated synthetic voice that they were closed so I would have to wait until XXXX Pacific time XXXX central. So my man is not receiving the money tonite and I missed my meeting for nothing which upset me terrible bad. Not to mention the time going to the store 2 times before buying walking both directions I had lost quite a bit of work time on this card and package that is nothing but trash now. The next morning at XXXX I'm up an on it. Trying yo activate again. This time the card activated. However when I tried to pay using paypal it wasn't working. The red ink dialog from paypal says to call the prepay company. Paypal prepay is the name of the company and MasterCard. So I called. After entering the card numbers so many times I lost count I pretty much memorized the 16 digit code on the card face and the date and the code from the card back. The computer synthesized voice sounds very good quality new service and new packaging all new and not dusty servers too no doubt with the latest solid state nand flash memory devices replacing spinning disk drives in their computer servers at the other end of the line. The synthetic voice explained why the transaction was denied. I only has XXXX left on the card after it deducted an additional XXXX on top of the XXXX that I paid already. I gave the cashier XXXX. I don't mean to sound like a cheapskate but I'm poverty striken already as is much of the United States former workers whose jobs are lost to bids from other curriencies. Great. Maybe I can buy a house made in XXXX too along with some land made in XXXX and have them ship it over for three with the lowest cost I can find for the exact copy of the same house. Only XXXX now. Kind of late but it would be nice to have a home like I planned for when I was younger. Instead a single room in a hotel which is similar to a jail as far as privacy goes. Anyway. So sorry I went off topic here in XXXX XXXX Ca. So I called a few more times to the paypal prepaid phone number-and not happy, in fact anger has set in on me as I've been hurt due to all the lost work time and the guy isn't paid yet and they expect me to walk back to store again and place more money on this card with another fee for doing so. After a few more calls having to type numbers every call the 16 digit code has to be typed by your truly and then listen to a menu all computerized and designed to keep you paying monthly service charges with minimal or no human work involved now that the investment in the latest costly computer gear has been made. Finally after 3 menus one leads to another to another I get a human on the phone and I almost jumped thru the phone and bit the ladies ear off I was so upset by this time. Very nice lady says the package says there is a XXXX fee on the back. It doesn't. I have photographs. Of both sides of the package. Instead of costing XXXX for fees it was XXXX and now there isn't enuf on it to pay the man. I told the lady I'm sorry I know it's not your fault. Sorry for my anger sorry I was hurt with thus scam here told her I did not want to pay XXXX every month. All I wanted to do was pay this guy who has not get been paid.i told her I would have purchased a visa gift card instead they have XXXX dollar fee. This one said XXXX fee which seems like the cheaper way to do the same thing. No mention of any XXXXdollar fee additional and every month there after is made on the package. We don't see any of this until after it is paid for and we go on line and see what it says. Only 1 button to press after entering the data needed to activate it and says order a custom card. What a scam!! From Paypal?! And mastercard!!? Yes. Hard to believe any reputable company would do such a thing. So anyway the nice lady on the phone said in that case she was going to mail a check for XXXX to me. What happened to the XXXX XXXX. That is for the nice packaging I ripped off the card when opening it. So I went to another store and now the gift card computer was back up and running.the normal way I Pay, no fees. However much I pay the cashier is on the Card, All of it.every cent. I paid the amount due and 5 minutes later the man received payment and there wasn't any trouble using XXXX giftcards.Good thing I had another XXXX dollars because I have to wait 2 weeks for The check for XXXX.I certainly did not want The man waiting for weeks to be paid. The paypal prepay MasterCard is a scam to sucker people into XXXX monthly charges along with additional charges every time you use it. Beware. That's all 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

2019-10-23

Memorial Square, GA

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 dealing with an dispute made on XX/XX/2019 regarding transactions made while I was at work and one particular transaction was at an ATM machine where there are cameras. I spoke with an account specialist who open up the investigation in the amount of {$240.00} and change. Well yesterday I was suppose had a call back from her supervisor which she closed my dispute after I reported the company to the better business bureau three times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-23

Problem with a purchase or transfer

Credit card or prepaid card: Payroll 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

2019-10-22

Clermont, 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: Icalledcustomerservicetocancelmycardduetoanunusualchargeplacedonmyaccount.Theycancelledandreissuedanewcard.Iwassupposedtoreceivethenewcardin7-10businessdays.After12daysIstillhadntreceivedmynewcard(thishappenedtomeinXXXXaswell-Ineverreceivedmyreplacementcardandhadtocallandrequestanotheron).Iwasnotabletoaccessmy{$760.00}directdepositwithoutacard.Icalledforhelpandwastoldthattheywouldissueanewcard.IexplainedwhyIneededaccesstomymoneysoonerthan7-10businessdaysandtherepofferedtosendanewcardovernightandchargemea{$25.00}fee.Isaidthatwasunacceptablesohesaidsomeonefromtheirglobalteamwouldcallmebackthenextday.ThenextdayImissedthecallandcalledbackin5mins.Iwastoldtheyhadtocallmeback.Nooneeverdid.ThenextdayIcalledbackandwastoldthatsomeonefromtheglobalteamwouldcallmebackthatday(itwasaSunday).Nooneevercalled.IcalledlateMondayandwastoldthattheglobalteamisclosedonSunday.Iwasalsohunguponordropped3timesduringthistimeandspent2hoursdealingwithagentswhokeptputtingmeonholdtocheckmyaccountandsupposedlytransfermetoasupervisor.EverytimeIwastoldIwasbeingtransferredtoasupervisormycallended.Iamnowtypingthiscomplaintandthencallingbacktoclosemyaccount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response