NETSPEND CORPORATION

2018-03-29

Bear Creek Township, PA

Trouble using the card

Credit card or prepaid card: Payroll card

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

Timely Response

2018-03-29

Dallas, TX

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: On XX/XX/2018 I noticed series of transactions, had taken place starting at XXXX {$200.00} was withdrawn from my account as well as two more additional withdrawals of $ 202.25and a final withdrawal of $ XXXXadding up to a total of {$760.00}. These charges were not authorized. I do not live in XXXX texas and rarely even go on that side of town. Plus it would be impossible for me to be on that side of town in such a short amount of time considering I had just made a purchase at XXXX at a local tobacco store ( XXXX XXXX XXXX XXXX XXXX XXXX. XXXX tx XXXX ) - the unauthorized atm withdrawals took place at XXXX XXXX XXXX XXXX. XXXX tx which is XXXX miles away from the location I had just left ( XXXX XXXX XXXX XXXX ) and the first withdrawal took place at XXXX, this would be impossible considering it takes a little over XXXX minutes to get to XXXX from that location. Additionally I would never withdraw all of my funds on any occasion, considering I usually pay my bills electronically, my mothly statements should reflect that as well. This issue has cost me my job, my car and pretty soon my cell phone, my life is in utter turmoil at this point. I cant afford medication that i need to sustain life considering I have XXXX XXXX XXXX XXXX XXXX that requires maintenance medication. Netspend agreed to send a denial email explaining why I was denied but the denial email has no details as to why I was denied. I was also promised a call back from the claims department within XXXX to XXXX hours and I have still not recieved that call, even though I call netspend everyday in regards to this issue. The claims department is literally ignoring me and I'm all out of options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-29

Mequon, WI

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

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

Timely Response

2018-03-24

GA

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: Netspend sent me an unsolicited prepaid XXXX. The document and card are misleading. I thought this was related to an irs scam as this is tax season and a common problem. Ultimately this looks like an elaborate and purposefully misleading ad. But that doesn't change the fact I spent hours trying to understand what is going on and that I needed to call to cancel the card I never asked for. This is ethically wrong if not illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-22

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

Timely Response

2018-03-22

Brooklyn, NY

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-03-21

Arlington, 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

2018-03-20

Anaheim, 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: Netspend card send one prepaid card {$1000.00} active but dont have money, n now have inters
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-20

Wonder Lake, IL

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: The total amount is XXXX that was my taxes that netspend loaded onto a card that I reported stolen they allowed the card to be used and all money was drained. I reported to them last year that my identity was stolen, and they refused to do nothing about it. I have proven that this was not me by way of filing an FTC report a police report and by other means. I was told I would have a credit now they suspended all services to the card, and will not give the money they owe 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

2018-03-20

Juniper Hills, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Complaint: On XX/XX/XXXX, I filed a dispute for transactions that were not authorized by me to Netspend. All the transaction 's were done online and Netspend is refusing to do anything about it. I spoke with them on numerous occasions and every time I spoke to them they would not do anything to help. I spoke with them on XX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX. On the day of XX/XX/XXXX the 30th day of the dispute, I called to ask when the provisional credit would be applied to my card because they told me a provisional credit would be applied after 10 business days. The man told me that at XXXX. the system would update and that my credit would be on my card. He said he saw the credit and it was waiting for the system to update. By XXXX XXXX that night still no credit and I called them and they said my disputes were denied and that there was no error and they considered the matter closed. {$420.00} was taken from my account and they are refusing to do anything about it. I don't know what else to do. 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

2018-03-18

Long Beach, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I have had this account for years until recently I started at a hotel and they let you pay cash and hold {$75.00} off your card for issues accrued. Mid stay I noticed they were charging my card and I was paying cash I only discovered it because I went shopping and my card was getting denied so I called and discovered the amount that I knew I had on my card wasn't there because XXXX XXXX and XXXX was charging my card the daily room even though I was paying cash so they were getting paid twice a few items I disputed I disputed an amount and my money was credited back and then the hotel went in a did a hard hit on my card making it negative the exact amount combined that I just disputed so when card company credited it again the money essentially went right back to the owner cause we all know if have a negative account as soon as money is added or credited to your card the negative amount is paid. I went back and forth with this for months with no resolution except to tell me the creditor said the charge was valid and most of the time that was true but they didn't tell that they had already been paid in cash. This hotel has alot of complaints from guest complaints regarding charges that were not authorized. I wish I had looked them up on the XXXX XXXX XXXX beforehand.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-17

Plymouth, FL

Closing your account

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

Can't close your account
Complaint: I have received a prep paid debit card from XXXX a money. I have never applied for it and dont want it associated with me. Cant get anybody at brink so money to answer.
Company Response: Closed with explanation

Timely Response

2018-03-16

IA

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
Complaint: This is simple. I have had an account and direct deposit for years. on XX/XX/18, I spent close to {$1000.00} in one day, ( which I normally do not, but had been saving for some home items I wanted. During one of the transactions, my card was de-activated while trying trying to pay for my items and the transaction was declined. I left the store, went to the ATM and it said the card was de-activated. I called XXXX ... .and was told that they shut the card down thinking it was fraud. I explained that it was me - verified all their informtion and the card was re-activated. They told me I should have received a text message whent the deactivation happened, which I did not. BUT they have been sending me information from a cancelled card and not the active card for months. I only get my deposit information via text. When the card was re-activated, I did get a text stating that. The next day, I attempted to log online. And my account had been closed. I called them and they told me they closed that account and I did not qualify for an account anymore and they would send me a check for the funds in my account. This left me with no access to any money at 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

2018-03-14

AL

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: Regarding that doesn't mean that I am only person in this world goes to this places so that is nor accurate enough and it doesn't matter my account was closed so I am move my money back and any funds owe to me on open dispute I want. I am contacting further people bc my account closed based off of my complaint I know it Show quoted text No I am fine with that but this is not the last I will seek legal action because this is a country where millions of people go to the same place or can go to the same place. I am really glad you did it the way you did because I have my team already ready this company is a joke and several people file cases against you off the same thing you are doing to me but I will have my money put in more trusted bank. you send the letter after you close my account which make no sense but you was corresponding to me and the other money deposit. so you onkly close it make you look good and the war will be on. I have bank with this company over 6 years and haven't been risk factor in 6 years so this is XXXX. Show quoted text as long as my tax returns and my checks coming to this account wasn't no small money either so miss me with the risk factor the risk factor is you 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

2018-03-13

Baton Rouge, LA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: I have utilized NetSpend Prepaid Card for approximately 6 years or more. In the time that I have had them, I was sent a NetSpend Premier Card in the mail. The terms for switching to the " new premier card '' as opposed to remaining with the original were supposed to be more flexible. I was supposed to be permitted to overdraw upto XXXX dollars. At occasions in which I truly needed the money, the card was declined numerous times in XXXX and XXXX. That particular cardholder benefit was not provided to me as advertised. Additionally, I was supposed to pay less in monthly fees. I was not assessed less fees. I have maintained direct deposit the entire time that I have been a NetSpend cardholder. While my direct deposit is consistent on specific days of the month, the date at which NetSpend collects the fees is not. It is sporadic and unpredicatable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-12

Federal Way, WA

Getting a credit card

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

Sent card you never applied for
Complaint: This weekend I got a master card from Netspend, XXXX XXXX XXXX, XXXX, TX XXXX. I did not request this card nor do I want it. When I tried to call the phone number on the back of the card, the phone system would not let me talk with anyone unless I entered the card number. When I did this, the system started to activate the card. I hung up to try to stop the process. When I went to their web site, the only phone number given was the one on the back of the card. When I tried to use the a link to send customer service a complain email, the wed site blocked it. I did send an email using my email app to the customer service and the president of the company. This company provided NO option to contact a person to get the card I don't want cancelled and removed from my record. They should be investigated for unfair or illegal practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-10

Tarzana, CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: Hello, My mother-in-law received an unsolicited pre-paid debit card from netspend.com. My mother in law is elderly and very upset and concerned about the card arriving unexpectedly in the mail and the potential effect to her credit. After, explaining to her the nature of the solicitation she is now aware of the tactics used by such unscrupulous companies. Netspend.com is practicing in predatory behavior by sending these un-requested cards to individuals, especially the elderly. This behavior can not be allowed. 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

2018-03-10

PA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: NetSpend has a policy of charging fees for every transaction including other companies errors. I had submitted a XXXX dollar payment to XXXX XXXX and was apparently charged twice and although it was said to be reversed, I was still assessed a fee. The customer service representative was off shore and tried to dispute me even before having the transaction on his screen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-08

Palm Coast, FL

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

2018-03-07

Del Sur, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

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

Timely Response

2018-03-07

Amarillo, TX

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Closed with explanation

Timely Response

2018-03-06

Southern Pnes, NC

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

2018-03-06

Clovis, 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

2018-03-05

MO

Other features, terms, or problems

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

Problem with cash advances
Complaint: Card issued by Net Spend. My name is XXXX XXXX and my live-in boy friend is XXXX XXXX. We received a check from XXXX XXXX XXXX on a claim from vandalism and theft. We put the money on a Net spend card. The funds have never been available to us. We have called and talked to several different people about withholding our money as we need to replace the items stolen during the break-in of our house. They keep telling us it is in the account but hasn't been released. When asked for a release date they say 5-10 business days and it has been over 30 days as the checks were deposited in late XX/XX/. They claim that it should have been ready for release on the XX/XX/XXXX after several more calls asking for the status. It is now the XX/XX/XXXX. still no money and we're talking about close to {$6000.00}. At one point I was told that the funds will be on my card " within 24 hrs just DO NOT TURN IN A COMPLAINT TO THE XXXX ''. I have read some gross story 's about this company pilfering money or as in our case no money at all. What can be done about this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-03-05

Ridley Park, PA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: Dispute of Missing Funds & Unauthorized Purchases and Transactions Company : Netspend In XX/XX/XXXX, I decided to open a Netspend pre-paid account. Since XX/XX/XXXX Ive used Netspend for my checking ( pre-paid card ) and my savings. My significant other and I both have been working hard, saving money to purchase our first home. With each of us using separate, personal bank accounts, we discussed opening a mutual account under both our names and transferring each of our savings into this new account. My Netspend savings account, dating back to XX/XX/XXXX, had reached {$8700.00} by the end of XX/XX/XXXX. My significant other and I decided XX/XX/XXXX would be a good time to transfer each of our savings into a mutual account. On XX/XX/XXXX I contacted Netspend to discuss the {$8700.00} in my savings account and how I would go about withdrawing this money. The representative explained it would take a couple transfers between Netspend accounts and a couple OTC withdraws from a financial institution, neither being more than {$4900.00} within a 24 hour time period. We decided to transfer a total of {$4000.00} dollars from my Netspend savings into my Netspend checking account on XX/XX/XXXX via mobile app. Upon doing so, it showed the transfer was completed, leaving a balance of {$4700.00} in my Savings. The next day I went to a local bank, one which I created a new bank account earlier in the week, to request an OTC withdrawal for XXXX. Upon my surprise the transaction was declined. The local bank representative encouraged me to contact Netspend to resolve the issue. I immediately contacted Netspend and was put on hold for approximately 15 minutes, after reaching a Netspend representative. Netspend explained that there were insufficient funds in my account, informing me there was only seven-hundred dollars or so in the checking account, which nearly had five-thousand the previous day. I drove home to get situated with my paperwork and finish resolving the matter. When I contacted Netspend the second time on XX/XX/XXXX, they told me to open my online account. When I opened my account, there were completely different charges, withdraws and transfers in my account than it showed the day before, or ever. I am very concerned that Netspend has formulated a strategy to remove money from people 's accounts, such as mine, and made it look as if it was their own doing. It would be physically impossible for myself to make over {$7000.00} disappear overnight from a Netspend account. There are only two possible scenarios for what happened. One, a huge error or glitch within the programming software of Netspend 's system. Two, an inside job. If this happened with my account, it will happen to other customers accounts. I have been scared and ill over the past two days just thinking about how I was taken advantage of. On the morning of Friday, XX/XX/XXXX my Savings account had {$8700.00}. My checking account had roughly {$290.00}. By Saturday, XX/XX/XXXX my checking account was listed at {$790.00}, while my savings account read {$98.00}. How does approximately {$8100.00} go missing? I would gladly supply you with documentation however, my bank history has been compromised from within Netspend. I do have calls I've made to netspend, which they supposedly record. I'm willing to do whatever it takes to have my savings returned back to me and would appreciate all the guidance and support to lead me down the proper road.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response