NETSPEND CORPORATION

2018-06-25

Rncho Domingz, CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: In XX/XX/XXXX, during tax season, I requested a NetSpend Premier Visa Prepaid card issued by XXXX XXXX XXXX through XXXX XXXX and my tax refund was deposited onto the card. Well back in XX/XX/XXXX, my son was in an accident while driving my car which resulted in filing a claim with XXXX our insurance company. They notified me that they had a claims amount approved and so I contacted NetSpend to inquire if I could have XXXX electronically wire transfer the funds into my account. I spoke to XXXX XXXX on Tuesday, XX/XX/XXXX at XXXX XXXX the Total Loss /Claims reimbursement was now available and if I could have the funds deposited in my account. She said yes and proceeded to give me the routing # and actual account # ( different than the card # ), stating no problem. She then asked if I would like the Mobile text Alert so that I could keep track of actions on the account. I then contacted XXXX and provided them with the information, and they sent electronic payment ( in my fathers name/and my name ) and reason for payment. Ok.. so, I received ALERT on Thursday, XX/XX/XXXX at XXXX. stating XXXX P & C Claim and my balance. Friday, XX/XX/XXXX, I used ATM, as well as made several purchases using the prepaid card. Saturday, XX/XX/XXXX, I called XXXX and asked how I could withdrawal a larger amount then the ATM would allow. He stated that any bank that excepted XXXX would be able to handle the transaction for me. I went to XXXX XXXX in XXXX, XXXX and withdrew {$5000.00} and went to purchase a car. Sunday, XX/XX/XXXX, I realized that I had to wait until Monday to transfer title, reactivate my insurance policy with new car information to legally get it ready for the road. Ready to leave early MONDAY morning, XX/XX/XXXX, I have a text stating there may be a problem with your NetSpend card, and please call XXXX before using card. You are kidding right? Wrong, I call NetSpend as requested, spoke to XXXX XXXX, she stated that The XXXX was requesting ID verification and Social Security card, as well as a utility bill to verify my identity, and requested XXXX to upload their company information along with receipt of what the deposited funds were for. They wanted uploaded documents marked with Reference # XXXX and sent to XXXX. XXXX from XXXX uploaded as requested, document and total loss paperwork in ref to money paid out on this claim on XXXX XXXX XXXX, XXXX, at XXXX. ( XXXX ext. XXXX ). Once uploaded, I called back NetSpend to verify they received requested documents and spoke to XXXX XXXX, who stated that as soon as Bank receives documents they will lift the HOLD. ( approx. 4hrs ) Being the holidays, on XX/XX/XXXX, I called NetSpend again, as I never got an email or text notifying me of funds available. They stated that The XXXX had red flagged the account, and only through them could it have the hold lifted. Also said the only way to get the funds off the account was if the original sender ( XXXX ) pulled the money off the same way they put it on, however, XXXX would be closed until Monday, XX/XX/XXXX. Wow, and this is just the beginning of the different stories and status of my account that the customer service rep. relayed to me each time I would call to check back. This was getting a bit crazy. On Friday, XX/XX/XXXX, at XXXX, I spoke with XXXX XXXX XXXX ( ext.XXXX ), and he stated that on XXXX XXXX, they tried to retrieve the funds off my account and that it had failed. He also stated that my account showed {$0.00} balance So I call NetSpend on Friday, XX/XX/XXXX at XXXX. and they stated that the funds were wired back to sender ( XXXX ) on XX/XX/XXXX, and that XXXX was notified. Saturday, XX/XX/XXXX, at XXXX. XXXX is closed. Wanted to let them know updated info regarding where the funds were being sent. I spoke to XXXX again on Thursday, XX/XX/XXXX, and they stated they had heard nothing about funds getting wired or sent back to them. Also stated if hadnt received monies from NetSpend by Thursday, XX/XX/XXXX, for me to call NetSpend and request them to cancel check ;, and XXXX would send XXXX XXXX label to them, so they could resend to XXXX , and XXXX would XXXX XXXX a check on to my address.. On Wed. XX/XX/XXXX, I call XXXX ( ext. XXXX ), stated they had not received any money nor memo from NetSpend advising the actions We 3-way called NetSpend. They didnt have info in the system of check being sent back to XXXX, and also requested that I resend copy of Dr. License/Social Security card to XXXX for verification of identity and 3-5 days for review/ and will mail check to my address. Ugh! Frustrated, and feeling helpless. This was turning into a game. XX/XX/XXXX, called NetSpend, they stated today was the XXXX day, and that within 24hrs a check would be mailed to address listed by regular mail. I was then put on hold to verify info with supervisor. On XXXX XXXX called NetSpend at XXXX. Again stated that check should be received by XX/XX/XXXX or XX/XX/XXXX. They also stated that there was no reference # yet, but for me to call back on XX/XX/XXXX or XX/XX/XXXX to follow up and get reference # and the money being sent was {$1600.00} On XX/XX/XXXX, I called NetSpend to check on reference # which still wasnt available, and I was told to check back daily if I would like to check for any updates etc. Again, on Saturday, XX/XX/XXXX at XXXX, I called NetSpend to see if any updates or new information was in my account profile. Spoke with XXXX who reviewed notes, said that as soon as customer service was finished with verifying my identity, they would contact me by phone or text. I was never contacted from NetSpend or the XXXX XXXX to discuss account status. The next 3months I was unable to physically get out the bed, finally XX/XX/XXXX was stabilized and resume where I left off. I called NetSpend in XX/XX/XXXX and told them that I had never received a phone call, text or email in response to my account review. They stated that the account was seen as risky and could not verify with my drivers license, SS card, nor the insurance documents that were notorized and uploaded as requested. They never gave any options how to fix the problem in question, however, seemed to have misleading responses trying to assure me that in fact the money would be available and I would be contacted. Thats it thats all. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-25

San Jose, CA

Problem with a purchase or transfer

Credit card or prepaid card: Student 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

2018-06-22

Perry, NY

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

2018-06-22

Ashville, OH

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
Complaint: My paycheck was stolen out of my account. I filed a dispute and they said it was a legitimate transaction. This was my response ... I want to physically talk to someone. If you look there are 3 transactions for decline fees at XXXX and 1 balance inquiry at XXXXXXXX XXXX and then the withdraws. I was at work from XX/XX/XXXX at XXXX until XXXX on XX/XX/XXXX. I have the time card to prove it. I was asleep in the state of XXXX after working an almost 11 hour shift. When I got the alert of the with draw I immediately called. To file a dispute because I didn't make the transaction I have never been to XXXX and do not know anyone there. I can't see where the decline fees were done at on my account. It doesn't take a rocket scientist to know when it's not physically possible to be asleep in XXXX and using an ATM in XXXX. I use the last 4 digits of my social as my pin so whoever cloned my card must have figured out the pin. This is happening everywhere so I don't understand how you can even begin to blame me for a criminal that accessed my information! I will be contacting our local police department about this.The information was stolen and my money should be returned immediately like a legitimate bank would do. I will not let this go. I lost money at work because I couldn't go on an out of town job because of my money being stolen. This cost me a loss of about {$700.00} in wages. I want to talk to someone in person XXXX. I'm tired of people hiding behind messages instead of trying to resolve the issue. They have also not provide me with their so-called documentation. I have requested it repeatedly. I believe this is part of a bigger ring of thieves since there are hundreds of complaints for this very thing and XXXX refuses to give people 's money back. Is this an inside job with their company I wonder?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-18

Cresaptown, MD

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

2018-06-11

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

2018-06-11

Augusta, GA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Company : XXXX XXXX/ Netspend Dispute Claim # XXXX Dispute Claim # XXXX I was hospitalized from XX/XX/XXXX until XX/XX/XXXX. I had filed my taxes and requested my refund be deposited on my account with the above referenced company back in early XX/XX/XXXX. While I was hospitalized someone stole my card and ultimately my identity and stole my entire refund leaving me negative. I learned of this theft on XX/XX/XXXX and immediately reported my card stolen and tried to log online without success at first due to my passwords being changed. My actual card was cut off and new cards issued. One card was issued to a man whom I don't know, but since have learned is currently incarcerated for credit card theft charges. This person received money from my account totaling at least {$2500.00}! I have filed identity theft report with the FTC and I have also filed a police report and a report with cyber crime unit. I have verified with the police that I was in fact hospitalized as to why I wasn't aware of the theft until now. I was assured that my funds were safe/insured and that I would receive them returned to me under these circumstances. I have sent XXXX police report and FTC report and within a few days was informed that my dispute claim # XXXX is closed and NO errors were found! How is my identity being stolen and in turn my funds totaling {$5700.00} being stolen not an error? Due to my last XXXX I have been left XXXX XXXX XXXX and must handle this matter via email. I am temporarily XXXX and seeking XXXX benefits and am financially unable to provide for my daily essentials because of this theft. I ask that you please help me in regards to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-11

Rncho Domingz, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: What happened is that I bought the debit card to make a {$100.00} donation online. I loaded the card at XXXX. It is card ending in XXXX. Expiration XX/XX/XXXX. I noticed that on the back of the card it states : * No credit check. Clear, Easy to use and Simple. Buy online.. XXXX prepaid Crd Reloadable. This card can not be used until purchased, loaded and activated. Flip open to see fees and more. I thought I would be able to donate online and not have any issues with this card because of the verbage of having no fees and no hidden fees. I spent about 2 hours on the phone trying to decipher why my card was saying deficient funds to the Orginization that I was trying to donate to. I found out that there were hidden fees involved. At first, I feared someone had stolen my {$1000.00} off the card! The Agent and her Supervisor explained that there are , {$2.00} fees every time I use the card. Then I was informed that I had to go to a Loading Station. I was furious! I told the Supervisor to refund my {$100.00} to me in the mail. Then she said, there was another way she could help. This was at or about the 2 hour of continuous, precious, time I was spending on the phone, trying to resolve this issue. I am requesting a {$100.00} check be sent to me. I want to shut this card down. I still don't understand all the associated fees with tthis card. I don't understand the requirements to not have fees assigned either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-06-08

Mabank, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I am making a complaint against XXXX XXXX. A total of {$340.00} was taken from me without my consent or knowledge today XX/XX/2018. I called XXXX to dispute the transaction & was told that my dispute had to go to the escalations dept. The escalations dept from XXXX XXXX called me back within 2 hours with a Rep from the company XXXX XXXX on the phone. The XXXX XXXX rep explained to the bank rep that the account in question does not belong to me, it belong to a male whom they researched & found that hes used other cards to pay his account also. The XXXX XXXX rep told the bank rep to reverse the charge on their end before & posts & the dispute takes longer. Ive called XXXX XXXX 4 times to day, I keep hearing that it takes 6 hours to process the reversal. I placed my first call to the bank at XXXXXXXX XXXX, it is currently XXXX. I need my money back like yesterday. 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

2018-06-08

MI

Unexpected or other fees

Credit card or prepaid card: Payroll card

Complaint: I was charged fraudulent amounts on XX/XX/XXXX in the amounts of ; {$73.00} - XXXX XXXX XXXX XXXX {$5.00} - XXXX XXXX {$100.00} - XXXX {$26.00} - XXXX {$240.00} - XXXX # XXXX New York {$200.00} - XXXX # XXXX New York {$250.00} - XXXX XXXX XXXXXXXX XXXX {$100.00} - XXXX I reported these fraudulent purchases immediately (XX/XX/XXXX @ XXXX ) and immediately canceled all cards associated with my account and reported cards as lost/stolen On XX/XX/XXXX, I filed a police report with the XXXX Police Department reporting identity theft ( XXXX << REPORT NUMBER ) I submitted this report to netspend immediately via their online reporting function. On XX/XX/XXXX I receieved a notice from Netspend that they had received my report and were provideing a provisional credit to my account ( XXXX << REPORT NUMBER ) in the amount of {$340.00} OnXX/XX/XXXX I receieved a second notice from Netspend that they had received my report and were provideing a provisional credit to my account ( XXXX << REPORT NUMBER ) in the amount of {$550.00} On XX/XX/XXXX I recieved a notice of resolution from Netspend stating that they found no errors in charges and that they would be crediting OUT the provisional debits by XX/XX/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

2018-06-05

North Hollywood, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I received a NetSpend gift card from my XXXX nephew for XXXX. I tried to activate it and was told it was a credit card. I let the customer service rep know I did not want a credit card, I just wanted to get the funds off the card. I was told I couldnt use it as a gift card. I replied that my XXXX XXXX nephew bought it off of a gift card rack at XXXX XXXX, how could it not be used as a gift card. After getting the run around I hung up. Today, after a few weeks, I have cooled off and called again today. I was told the same story, but the customer service rep at least was willing to see if she could make it a gift card instead. I was put on hold and when she came back on line she told me the card had expired. I asked how could it have expired when the date on the card showed XX/XX/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

2018-06-05

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: On XXXX XXXX I was charged three times for the same pair of shoes at XXXX XXXX. The card machine kept saying transaction not completed which is why I ended up swiping my card three times. One credit and two debit. I disputed the transactions as soon as I found out the purchases actually went through. I contacted netspend with XXXX XXXX payment center on a conference call. The merchant notified netspend that none of the three transactions went through and that they were all declined. They even sent documentation to netspend that those transactions were declined. I was refunded {$110.00} for the credit swipe first since the transaction hadnt posted and a couple months later another {$110.00} for one of the debited transactions. However there is still one debited transaction of {$110.00} that hasnt been refunded theyre saying they found no error in that transaction and I wont be refunded despite the talk, documentation, and letter they received from XXXX XXXX. Its been about four months now and I still dont have 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

2018-06-03

Eton, 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
Complaint: On XX/XX/2018 I purchased a Netspend prepaid XXXX card with {$170.00} cash for the express purpose of paying a bill online. I chose the Netspend prepaid card because it was a couple of dollars cheaper than the Prepaid credit cards it was on display with. It was a Saturday and my bank was closed so I was not able to delposit cash into my bank to pay the bill. I thought that purchasing a prepaid card with a small fee would allow me to quickly pay the bill online. After purchasing the card I immediately went online to activate it, per instructions on the card. I then proceeded to use it. The card was declined. I called customer service. I was on hold for over 10 minutes. Customer service rep verified my name, date of birth, and social security number. He then apologized and said I would not be able to use the card or have access to funds. I was shocked and dumbfounded and asked to speak with a supervisor. After being placed on hold again I was transferred to a supervisor. The supervisor told me there was nothing he could do and I would not be able to use the card or have access to my 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

2018-06-01

Matoaca, VA

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

2018-05-28

Davenport, IA

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: They're customer service is beyond a disappointment. Other than activating cards or transferring money between users I have yet to run into troubles they have answers for. They have no escalation protocol, no accountability for consumer inconveniences, and no escalation procedure or any way of getting you to someone who CAN ACTUALLY FREAKING HELP U WTH ANYTHING THE APP DOESN'T ALREADY COVER. So if you have real problems, the are sorry to hear about them, can understand your frustrations, but there is ALWAYS going to be NOTHING THEY CAN DO. Their script runs out of " click here if yes '' " here if no '' options before the real problems even start. Is this even legal? A bad business model, horrible for return business or referrals, but. is it against the law? I certainly hope so. Here is my experience. I'll keep it short and to the point. Facts are : I made a claim for transactions I state were unapproved and made without my knowledge. I state my card was stolen and the pin was in my cell which is missing as well. The phone had no screen lock and my acct info/code were stored in an app called XXXX keep. The claim totals XXXX I left one transaction out in error and sent in a claim for it by itself a few days later since the original claim was already recieved. The XXXX claim was denied. The single claim from the same incident was paid. I lost my home, got stuck halfway across the country from my friends, family, and children. I found myself homeless on the streets of XXXX XXXX due to financial hardships this scenario brought about I repeatedly called customer service expressing to them my situation and how serious things were. I even called on the day they declined me while being kicked out of my hotel bc I couldn't pay. I got the room from someone I met in hopes my claim would be paid the next day when they said I'd have a decision. I lost everything I owned, well what I had left ( which wasn't much by this point in time ) that day. I was inconsolable. I had nothing. No way to get to IA where my children were, no way to even keep a phone they could call. Starving most days and the dirtiest I've ever been. I just got home to the Midwest thanks to a good Samaritan this last week. The money was stolen just before my birthday the end of XXXX. I was so desperate I attempted to drive a vehicle that didn't belong to me home to get to my children I hadn't seen in months and wound up in jail for 30 days and have a stolen car on my record. There isn't much I haven't been through at this point and I still can't get a manager, different phone number, next step to take, or even a reason why from anyone at netspend 's customer service headquarters that is as far from it's customers and their problems as they are from reality or an acceptable level of service. I'm in debt and my family hasn't even begun to recover from what this preventable disaster has done to us. My situation is so common. I can't believe they were unequipped to solve the simple everyday problem the XXXX that stole my card left me to turn to them to help me straighten out. I blame the thief for the inconvenience of having to call customer service, but I blame netspend 's negligently incompetent customer service facade for what transpired over the last few months. To say they are unaware there's a problem wouldnt just be absurd, it would be sould crushing. XXXX NetSpend. Ask a sales associate what they've heard about people 's experience with NetSpend cards as a whole. Ask anywhere they're sold. Stick your head out your front door and yell " anyone have any issues with NetSpend out here? '' Someone will warn you or share a story of headaches and unfulfilled needs regarding whoever it is answering these calls. NetSpend knows ... they probably knew before we even smelled trouble. They just didn't care. And THAT is where NetSpend became not just disappointing, but criminally negligent. And while XXXX customer service isn't technically against the law. That definitely is. Words like fraudulent, misleading, and predatory are like flashing neon signs with arrows pointed right at this XXXX company we still allow to do this to our fellow consumers. Although I can think of a lot of words to describe NetSpend as a whole, fully operational, profitable, and available as banking option to American 's everywhere shouldn't be on that list. I've attached all the documentation I could find. Please let me know if there's anything else I can provide you with. Shut this company down. Make them pay their debts. They promised to keep our money safe. When they don't I count on my country 's leaders and my justice system to demand better and keep me safe. Although my story is probably hard to believe, I wouldn't have believed this would be me before I landed here. It took one mistake. One careless act on my part and one immoral act by the thief to leave my world unrecognizable. It took under a minute to put my future, my stability, and my children 's well being in the hands of the company fell through in every promise that led me to them in the first place. I trusted them. Obviously! They had every dime I had. Thousands of dollars of money I couldn't afford to keep somewhere it wasn't safe. I think that's what sucks the most. I trusted them. And I should've known better. -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Mon, XX/XX/2018, XXXX XXXX Subject : NetSpend needs to be accountable To : <XXXX> Show quoted text
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-27

Hanceville, AL

Fees or interest

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

Problem with fees
Complaint: On XX/XX/2018 a netspend rep informed me that my account was eligible for the XXXX fee plan and provided a credit to my account on the XXXX that was charged. Netspend has continued to charge me a XXXX fee for XXXX and XXXX. A netspend manager acknowledged I was told the fee would be XXXX but has refused to rectify.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-26

Dunnellon, FL

Getting a credit card

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

Sent card you never applied for
Complaint: On XX/XX/2018 I received by mail an unsolicited XXXX XXXX from NETSPEND. It has my name, address and it's linked to an account number I never opened in XXXX. The attached letter said is ready for activation. This kind of aggressive marketing practice may be illegal I feel my privacy as a citizen is violated. Please, let them know I didn't ask for this card, close the account I never opened and stop sending any mail to me. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-25

Soddy Daisy, TN

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

2018-05-24

Chicago, IL

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: XX/XX/18 received a welcome letter from XXXX 's prepaid XXXX. I never applied nor asked for this prepaid card. It has a prepaid card in the welcome letter with activation sticker. I'm worried that this will effect my credit score or was opened by someone else using my information. Tired to call XXXX 's and could not talk to a live person without having to input personal information like social security number etc. I'm not going to do that. There are fees associated with the account. I hope they aren't already charging 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

2018-05-23

Wonder Lake, IL

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 received a XXXX XXXX XXXX in the mail on XX/XX/18. I did not apply for this card, and the card that I received was not promotional - it is a legitamite prepaid debit card. It was mailed directly to my home address, and the pamphlet encourages me to sign up for direct deposit with XXXXXXXX XXXX, and includes a routing and account number. I have never heard of XXXXXXXX XXXX and again, I did not apply for this card. I am concerned about why this was sent to me, this companys actions, and how to fix this. Warm regards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-23

Lancaster, TX

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

2018-05-22

Decker Pr, 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

2018-05-22

Las Vegas, NV

Unexpected or other fees

Credit card or prepaid card: Payroll card

Complaint: Yeah, I just got a XXXX 's Prepaid XXXX in the mail without requesting it and not being accepted by a company, that I'm aware of. The letter included that it was provided by the XXXX XXXX XXXX XXXX, but that sounds made up. Why do I have this card and how do I get rid of it?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-22

Rosenhayn, NJ

Problem with overdraft

Credit card or prepaid card: General-purpose prepaid card

Overdraft charges
Complaint: I did a claim for unauthorized transactions made with my card the one that was lost or stolen and due to negligence of the bank an unauthorized person use more than 2,000 dollars, I tried to report the card lost by the automatic system and wasnt allowed I tried do speak with an live agent and they was close I make a first complaint with the consumer financial protection bureau and the company lies to the consumer financial statin I nwanna ver tried to report the card lost and that they will do an investigation and give results by todays dateXX/XX/XXXX2018 ... todays date I called to custumer service dispute department and they said they dont have any update in my dispute ... i feel like this bank is taking unlawful retailiation against me because the first complaint I make to the bank, I havent receive even a temporary credit on my account and here I send the response this bank sent to consumer financial first time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-21

Warrenton, VA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting, activating, or registering a card
Complaint: I purchased a NetSpend Prepaid Debit card at XXXX XXXX XXXX XXXX XXXX, VA XXXX on Friday XX/XX/2018 in the cash amount of XXXX dollars plus XXXX card fee. I get home to activate the card. NetSpend requires your Name, social security, address, makes you set up an online account with user name and password ( giving the impression that your account is active ). Once I entered my information a screen pops up stating I needed to call XXXX. So I promptly call, I speak to a lady I forget her name and she says I need to submit additional documents. They wanted a photo copy of my driver license, social security, and bank statement. I email them to XXXX. I get an email later saying that my account can not be activated because I have a closed account from four years or so ago. Mind you that they never told me why they closed my account at all. No notice was sent, and they froze the account. Fast forward, they have a term limited use which allows the person to use the card immediately to make purchases. They denied me access. I needed to pay a bill online for legal court case and I didn't have a visa debit card to pay the fee online. I had to call a family member to pay. Needless to say after three calls, they said they were sending me a paper check in the mail for XXXX. That it would take 7-10 business days. NetSpend aka XXXX whatever, should be shut down for illegal practices. They should be fined to XXXX and back and be required to pay restitution for holding peoples money like this. The way they trick you into activating your card and then hold your money for reasons they will not give out then that is unfair. If it is fraud related closed even more should be done, because they should be communicating to the customer what the XXXX is going on with their account. I have never seen such incompetence from a company. I will get my money back but I am hoping you will finally stand up to these wan na be bankers and set the record straight.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response