NETSPEND CORPORATION

2018-07-31

Cape Coral, FL

Managing an account

Checking or savings account: Other banking product or service

Problem accessing 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

2018-07-31

Columbus, GA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: On XX/XX/XXXX around XXXX in XXXX GA, I made a purchase at a XXXX gas station. However, the cost of the item was XXXX and the amount deducted from my Netspend card was XXXX. Additionally, the charge showed at pending which did not show as the merchant having collected the amount. Thus the money wasn't showing on the merchant 's end, thus I could not get the item purchased. But {$1.00} was deducted from my card. I called NetSpend customer service and they told me that a purchased was made for {$1.00} but the cashier told the Netspend representative that there was no purchase showing on their end, as if I never made the purchase. I also confirmed that. The Netspend representative told me that I would not get the money until it is either collected by the merchant or refunded to my card. I thought this was atrocious for in the past, when I usually make a purchase, the money goes to the merchant immediately instead of the transaction pending. This means the customer is without their money for the purchase and also without the item purchased. The workings of the way this card works is close to stealing in my opinion because the Netspend bank takes the money from you but never deliver it to the merchant.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-31

Indianapolis, IN

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: I have had an account with XXXX XXXX for about 11 years and on XX/XX/18 they sent me a text saying that my account was closed due to a second account holder being deceased. I was not aware of there being a second account holder on my account. I am now trying to get access to my funds and they have given me the run around in regards to receiving the money that was in the account that was closed by them. I have over {$2000.00} in the account and am now put in a financial hardship due to not being able to receive my funds. On XX/XX/18 and XX/XX/18 i went the an XXXX XXXX XXXX store to see I could have my funds transferred per their suggestion, by opening a new account. I was unable to open a new account because I was flagged in their system because of the closed account. On XX/XX/18 I attempted to try to open a new account again per XXXX XXXX 's customer service suggestion and was again not able to open account. On/XX/XX/18 they said that they would send the remaining balance by check through the mail in 7-10 business days and they had also said the same thing on XX/XX/18. I am being told different things every time I call XXXX XXXX and given the run around and shuffled through various departments with no answer. I would like to receive my money as soon as possible, because it is mine. I have a little over {$2300.00} in the account, as I am unsure the exact amount because I no longer have access to the account online. They also promised that they would send any account statements and account transactions to my email on XX/XX/18 since I no longer have access to this 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

2018-07-27

Spencer, MA

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

2018-07-27

Murray, UT

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: I called the number on my card to let them know I hadn't sen my card in over a week. So I wanted to cancel that card and get reissued another one. During this process the automated system asked me if I had made certain purchases. I had not made the ones that were mentioned so it had me file a dispute. When talking with the person on the phone I explained that I had only used the card for a few things IE : car insurance, health insurance, food delivery. He asked me if I had any knowledge of a credit for {$40.00} and I told him yes because I had gotten an email from XXXX a few days prior. So he told me what to do next and gave me a reference number. After a few days my new card was sent to me but I was unable to activate it as it said my account was blocked. Then I received a letter that my claim had been denied. SO I asked for the paperwork that they based their decision on. And the reasons dont make sense. So now I am hoping you can 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

2018-07-26

Palos Park, IL

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: To Whom It May Concern, I am writing as a very aggravated and displeased customer! I have an acct with your company that was placed on hold without my knowledge! Only to find out while attempting to purchase gas and was declined! I called a total of 3 or 4 Times lastnight with each calling an average of 45 mins to an hour hold with many complications when asking to speak with a supervisor! My thoughts are that you are a cold hearted company with no regards to your customer! How could you be comfortable with placing a custom on hold for that long of a time knowing she advised she was stranded at the gas station with no gas and questioning the reason for the decline of my card! If you felt there was a security concern or issue why would you not reach out to your customer before restricting there acct and them being embarrassed with a decline! I will also be reaching out to the Federal Commissioner office because this type of service is very unprofessional, unwanted, and unappreciated! Please reach out to me so transfer my money {$410.00} by XXXX XXXX and cancelling this acct!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-25

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

2018-07-25

Del Sur, CA

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

2018-07-24

Carmel, 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

2018-07-12

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit 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

2018-07-12

Anaheim, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: On XX/XX/2018 I made an online payment to XXXX XXXX for {$120.00}. I was emailed a paid invoice from XXXX for my monthly payment of {$120.00}. However, on my debit card account / Netspend it showed a pending transaction to XXXX of XXXX. I contacted XXXX AND WAS ADVISED THE SUBMITTED THE EXACT AMOUNT OF XXXX TO NETSPEND. XXXX stated that Netspend had given them an authorization code XXXX in the amount of XXXX. I contacted Netspend and was advised that XXXX submitted a request to hold XXXX. After many phone calls, I still do not know who put the hold for more than the purchase price. This is not an amount subject to change and is a month to month fixed amount. I simply can not get any answers as to who placed the hold on my available funds. I had to actually go to a place and deposit money on the card to complete another purchase for parts for my vehicle. Netspend is swearing they didn't add anything to the XXXX submitted amount and XXXX is swearing they did not submit an amount for more that the actual cost! I think I should be able to find out who placed a hold on my funds that exceeded an invoice. This was not gasoline or a car rental.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-12

Dallas, TX

Problem with a company's investigation into an existing issue

Credit reporting, credit repair services, or other personal consumer reports: Other personal consumer report

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: On XX/XX/2018 I purchase a NetSpend prepaid card in the amount of $XXXX for my son to use on his XXXX games. I active the card in my son's name and social security when I got home. I have some issue with the activation so the next morning I called Netspend to inquire why their was an issue. I was informed by the rep that my son was too young to get the card and I would need to submit my information if I want get the card in my name. I told the rep I did want to send my information to Netspend and I would like my refund back. I was informed that I would get my refund within 14 days it's been a month and 4 days and I have not received my refund I called every day and they informed me that it been escalated to their accounting department and I should wait everyday is the same story.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-11

Gastonia, NC

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: There were multiple issues that I had with NetSpend this previous week. It starts on Monday XX/XX/2018 I realized that there were multiple charges that were made on my accnt that were not mine and I disputed such charges. I also disputed a charge for an ATM withdrawal where as usual no money came out and I was still charge the amount. So I disouted such charged that totaled over XXXX dollars and was advsd that I would get a provisional credit in 10 days. Ok thats fine however I called them to order a new card and paid to have the card express shipped, Which was done. However once I received the card I could not activate the card. I called in and was advised that the card was closed and my balance wa mailed to me which means that every dollar that I had no longer is accessible and once the credits are placed on the accnt that they are going to have to mail that check as well. All I am looking for is the money that belongs to be overnighted in a check to me and no more dealings ever with Netspend. This has been the worse exeperience ever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-11

West Covina, CA

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

2018-07-09

TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: ask band to send statements, they didn't
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-09

Spokane, 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
Complaint: In XXXX of 2017 my grandma called to tell me a debt collector had called her and said I was being sued for an old payday loan. I called the XXXX number she gave me and someone claiming to be with automated accounts told me I was about to be sued unless I paid {$260.00} and some change asap. As I recal the scammer had my social security number too. I paid {$260.00} with my debit card which is a prepaid card from XXXX XXXX. I did not realize that was a scam until a few weeks ago when the real creditor called me and told me it had not been resolved. I looked up the {$260.00} transaction in my records and googled the XXXX number associated with the charge marked as Regional. It came up as a common scam. So i disputed the charge with XXXX XXXX. They came back 2 weeks later and closed the dispute telling me it had been over 120 days since the charge so they could do nothing. I am going to cut up my prepaid cards and not use them anymore if they are not going to even attempt to recover my stolen 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

2018-07-06

Green Acres, FL

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

2018-07-06

Sierra Madre, CA

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: I bought the card on XX/XX/2018. I gave the cashier at a grocery store {$3.00} for the card, plus {$360.00} to put on the card to pay my bills. Before I bought the card, the cashier told me the card would work right away. The package on the card does not say there will be any waiting period before the card will work. The package says that buyers need to give information : name, address, date of birth, and social security number, in order to activate the card. It also says buyers may need to show identification. All other prepaid cards I have bought work immediately after I pay for the card and call an activation phone number - the whole process takes less than 5 minutes. The cashier asked for my name, address, date of birth, social security number, and identification card. She also asked for my phone number. After I gave her my money and the information, I called the activation number. I was then told that the card could not be activated until I send more documentation. Even though I had already shown my documents to the cashier when I bought the card, the documents would need to be scanned, faxed or photographed and emailed. Then, it would take 6 more business hours to process them. Since the business is run on Eastern Time, this meant that I could not activate my card in time to pay my bills. Also, I did not have the " recent utility bill '' requested. The package says to call the customer service number ( XXXX ) for refunds. I was told that a refund would take 10 days to process. ( There would then be time for the check to arrive in the mail, clear my bank account, and for me to buy a new card. ) That would mean that my bills would be about three weeks late. I immediately asked for my money back at the grocery store, but was told that " the money has already been given to XXXX XXXX and NetSpend. '' This is not true, the money was still in the cash register, since this was only abou t 30 minutes after I made my purchase. I called the prepaid card phone number again and told the representative that I needed to activate the card right away because I needed to pay my bills that evening. She said the documents department was closed, so it my paperwork would not be processed until the next day - about 24 hours. She said she would email the documents department to see if anyone was working late and ask them to process my paperwork first. I photographed my passport, social security card, and a bank statement and a letter from my bank showing my name and address. I emailed these to the email address she had given me. The documents department did respond quickly, and even after their regular closing time. However, they said that the photo of my ID was not clear enough and that the bank statement I sent did not qualify as a document verifying my address. However, they said in the same email that a bank statement does qualify as a document verifying my address. I sent another copy of my ID. Then I called the prepaid card phone number again. I asked to speak to someone in the documents department about the bank statement. I was told that the department was closed and I should call back in 20 minutes to be connected. When I called back, I asked to be connected to the documents department again. I was told that the representative had no way to connect me. I asked if they could relay another message to the documents department. I was told that the documents department " does not have a phone '' or email. Manager XXXX ( XXXX ) told me that he does not have a way to contact them. I know this is not true since the first representative was able to email them, and they have emailed and received emails from me. I also do not believe that departments within a legitimate business are not able to contact each other, or do not have phones. XXXX also told be that the package says that additional documents ( beyond those mentioned above ) may be required. However, he was not able to tell me where on the package this information is located. I am not able to find this information. The package does mention that additional identification may be required, but no where does it mention anything about bank statements or other documents. I feel that this product is fraudulent for the following reasons : 1 ) The package does not tell consumers that it takes several hours to days to activate this card ( much longer than most other cards ). 2 ) The package does not tell consumers that devices such as computers, cameras, scanners, or fax machines may be needed to activate the card. 3 ) The packaging gives the impression that the card can be activated by phone or email by giving " information. '' In reality, copies of documents must be sent to the company. The package does not mention that documents such as utility bills or bank statements are needed. ( Many people do not have these because most transactions are processed on the Internet, so paper bills and statements are not sent. ) 4 ) The package does not mention that consumers need to provide a phone number. 5 ) The requirement to give full social security numbers, phone numbers, home addresses, names, and other personal information repeatedly to several different people when buying cards, calling for assistance, or activating cards may present a threat to identity security and personal safety. Once a consumer pays for the product, they can't use it until they give addition person information, copies of sensitive documents, and repeat personal information several times to different representatives. 6 ) The cashier gave me false information about the time it would take to activate the card. 7 ) The manager of the store gave me false information about no longer having the cash that I paid. 8 ) The manager at the credit card company lied to me about his ability to help me by contacting another department. He also gave false information about the information given on the packaging. 9 ) It is unclear with which company the consumer is dealing. The package has the names " XXXX XXXX '' and " netSpend '' on it. A phone number is listed, but it is not clear, to which company it is connected. This makes it difficult for consumers to file complaints. I am attaching the email stating that bank staments are an accepted document. In the email, they call the statement I sent a " mailer envelope. '' However, I sent my actual statement showing my name and address. I think part of the envelope is visible. I also sent a letter from my bank ( without envelope ). I am also attaching photos of the package. Buying this product has resulted in my bills being late this month. This means I will have to pay late fees of about {$50.00}. I will also need to buy another card if this one can't be activated, or pay a fee to this card to add more money for the late fees. This has also resulting in my having to spend my entire evening and most of the night trying to activate the card or get my money back, and filing complaints. This means I will be very tired at work tomorow. I spend about 12 hours commuting and working each day. I don't have time for this. I work hard and do my job well, why can't " XXXX XXXX netSpend '' ( or whatever they actually call themselves ) do theirs?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-06

Nyc, NY

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I purchased a XXXX XXXX XXXX XXXX from XXXX and had {$100.00} loaded on it. I was charged an additional {$2.00} convenience fee as well. I did not realize that when I purchased it that I would need to provide my social security number and birth date with the company in order to use the card and redeem the money I already loaded on it. It also seems like they are going to charge a {$1.00} every time I use the card. I am not looking to have a financial relationship with the company and have no intention of reloading the card. I simply want to access the {$100.00} I already put on it without paying a fee every time. The phone number they provide does not have an option to speak with a customer service rep. It disconnects you if you do anything but follow the activation instructions. it is the only # the company provides and they market it as a customer service line, including for questions or refunds. I have sent emails to the company as well and get non-specific messages back that tell me they need more info but don't ask for anything in particular. Just my phone number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-07-03

Allenwood, NJ

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 was a victim of fraud several years ago involving a NetSpend card. My frequent flyer program has a deal with NetSpend and I VERY much want to take advantage of this offer, however they have denied me twice due to past fraud. I was the VICTIM and feel it is very poor business practice I get punished for someone else 's crime. I have provided every answer to idenity questions and will provide documentation of idenity if needed. This is NOT a credit card, as you know ; it is a refillable debt card so I don't see why I am being denied. The past fraud involved an XXXX gift card. Please rectify this 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

2018-06-30

Strasburg, VA

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: Netspend prepaid cards, they have many XXXX XXXX, XXXX XXXX, XXXX, seversl others. As we all know it is Netspends and others job to fund your card, hence the name PRE-paid. Ive called several times, they say no thats not how it works. Will charge you for not using the card. Just a pkoy for ne and others to drain funds
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-29

Erwin Heights, NC

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

2018-06-28

CA

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: According to NetSpend 's website : " When you refer a friend who activates their new Netspend Prepaid Card and loads at least {$40.00}, you both get a {$20.00} credit. No reward will be credited to either party if referred individual had another Netspend managed program card that was used for a value load, purchase, cash withdrawal, or incurred a balance inquiry fee at any time during the 180 calendar days before the day the {$40.00} load requirement is fully met. Only cash reloads and direct deposits count towards the minimum load requirement. Allow 2 business days for {$20.00} credit to appear on each Card Account. The XXXX XXXX, XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX XXXX XXXX are not affiliated in any way with the Refer-a-Friend rewards program and do not endorse or sponsor this program. '' I have met the foregoing requirements and have not received my {$20.00} credit. I have connected with NetSpend on innumerable occasions whereas they confirmed I am qualified and will receive my bonus credit. I have spoken to several supervisors that requested escalation requests on my behalf. It has been over a month and I have not received my referral bonus of {$20.00} ; when their website says it takes two ( 2 ) business days. This is misleading advertising and a violation pursuant to the federal truth-in-advertising law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-28

Charlotte, NC

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: Claim no : XXXX Account no : XXXX Purchase dates : XXXX {$820.00} XXXX XXXX XXXX XXXX {$60.00} XXXX XXXX {$880.00} 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

2018-06-27

MD

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: On XX/XX/XXXX I attempted to make a purchase online with my card my balance available is XXXX the company will not process the payment for reasons unknown this is not the first problem encounter XXXX with Netspend my card was cancelled without my permission playing my direct deposit if my income taxes for a month The card was sent to the wrong address so I had to wait for another card from Netspend I paid XXXX XXXX and the money deducted from my card but XXXX XXXX never got the payment
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response