NETSPEND CORPORATION

2018-03-03

Keyport, WA

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

2018-03-01

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

Timely Response

2018-02-26

Odell, OR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have had an account with XXXX ( Net Spend ) for over 5 years I have my SS and pension benefits auto deposited, of XXXX.I put my son on the account, when he went to get a new Drivers License they they would only issue it with the name on his Birth Certificate which is XXXX, I went on line to order him a new card in XXXX XXXX instead of XXXX, sent them all his legal Documents, they sent a new one in XXXX, On my records from my acct it said new card XXXX XXXX PENDING it was never activated nor used, I tried 3x's.This year when my son had his tax 's done they put them in my acct I recieved a text message saying there was a problem with a deposit, I called them and resent all his legal papers stating he was a Shull, I told them that prior to this I tried getting a card in his name but nothing ever showed up, Well the IRS, and Social Security also told XXXX XXXX there was No Fraud , I had a very rude supervisior that insisted it was fraud and they closed my acct, I was told that only my son would be taken off well they shut me down and said they were sending me a check. so all my debits and auto deposits are being returned.This is such an injustice I'm beyond upset!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-25

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 fraudulent Dispute that there are multiple unauthorized fradulent charges on my account which totals up to {$9200.00} and My log in user name and password was changed my debit card pin number was changed. I'm not familiar of this citys and locations of this fradulent unauthorized charges that took place on my account I have never visit this cities that The fraudulent unauthorized charges happen I'm not familiar from this cities that a fraudulent unauthorized charges happened and I don't even have a history of being in this Citys that the fraudulent unauthorized charges happen on my account and I'll XX/XX/XXXX I got the final decision from the investigation Department saying that they did not find any error occurred on my account and they have documents to support that, first of all I did not file a dispute that there's a error occurred on my account I filed a fraudulent unauthorized charges dispute on my account, second of all my login has been changed and my Debt card pin number been charged, after knowing all this how can you make a final decision not to credit my money of {$9200.00} that was fraudulent stolen from my account. Claim Date : XX/XX/XXXX Claim Number : XXXX Claim Amount : {$9200.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-25

Sacramento, CA

Closing your account

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

Can't close your account
Complaint: I want to close all of my XXXX XXXX bank accounts and XXXX accounts please
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-24

Portland, OR

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: Sir, or Madam, This evening I received, in the mail, a " NetSpend '' Debit XXXX, which I did not request or apply for. This was not a card board picture of a card, with my name on it, it was a real card, with activation instructions on the front and a XXXX expiration date!!!. I called the NETSpend customer service number, from the back of the card, in which the prompts require the card number, and/or my social security number, before it allows any other prompts. I had to hit the " XXXX '' sign, and " XXXX '', and ask for a " Representative '' a number of times before I finally got their system to say, " I'll put you through to a representative ''. I ask the agent, " XXXX '' who was applying for a card in my name, without my permission. She assured me that no one had applied for a card in my name, that it was solicitation only, and that the only information they had was my name and address. When I advised her that their prompts required the card number, which tells me it's not activated, and to enter my social security number, in order to gain access to their phone prompts, she advised me that, by entering my social security number, the could confirm the match. When I ask, if they did not have my social security number, how could they verify if it's accuracy??? Her response was to go back to her prompts, and assure me that they do not have my social security number!!! As a former Fraud Coordinator, with XXXX XXXX, I am extremely surprised that any firm would, as solicitation, send a real debit XXXX, through the postal system, which, as we all know is severely prone to delivering mail to wrong addresses. The mailer alone has enough information, my legal name, with my middle initial, and my address, to allow someone to start a search, which, without too much difficulty, could identify my social security number. In today 's cyber security environment, this is not acceptable on so many levels, the first two that come to mind are : If, as " XXXX '' states, these cards are sent out, with only the cardholder 's name and address, without a request from the consumer, and without a verifiable social security number in their file ; The consumer is not aware that the card is on the way, which means that a 3rd party could have the card end up in their hands, locate a social security number and activate the card, without the consumer 's knowledge. If, as " XXXX '' states, " Netspend '' does not have, in their file, my social security number, and a 3rd party ends up with the card, enters their own social security number, which Netspend must run my credit report, using that social security number, there by attaching that social security number permanently with my credit file, or activate the card, with the erroneous social security number, that they have no way to verify. I believe, opening accounts without the customer 's knowledge was recently a problem, for XXXX XXXX, " XXXX- XX/XX/XXXX @ XXXX XXXX XXXX 2 Free Issues of XXXX XXXX XXXX Fined {$180.00} Million For Opening Accounts Without Customers ' Knowledge ''!!! While these debit cards are supposedly sent out, " merely as solicitation '', needing activation, establishment a XXXX, to attach to the card, and prepayment deposits ; The results could be devastating, either giving a 3rd party access to too much related information, or the unwitting consumer, who does not take the time to read the fine print, and/or is desperate for credit assistance, and does, without understanding the ramifications of their actions, activate the card. I have cut up the card. Regards, XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX Issues Resolved, Customers Satisfied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-23

Keyport, WA

Getting a credit card

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

Sent card you never applied for
Complaint: Recieved a XXXX XXXX card in the mail today in my name. The only phone numbers provided by the company - XXXX is an automated system that hangs up on you unless you provide a card number or SSN. I am not providing either to a company that is sending me finical accounts that I did not ask for. I have no way to contact them to see what this card is about, why, who, or when it was requested. I am not sure if they are planing to charge me the monthlyyearly fees associated with this card, as they are hiding behind an automated phone system. Associated names : XXXX XXXX XXXX XXXX Netspend XXXX 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

2018-02-22

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

2018-02-21

Lawton, OK

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

2018-02-20

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

Timely Response

2018-02-18

New Bedford, MA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: on XX/XX/XXXX I used my card for a {$100.00} deposit for a complimentary room at a hotel on the XX/XX/XXXX the hotel released my deposit back to my card but netspend did not post it.On XX/XX/XXXX I again used my card for another {$100.00} deposit for a complimentary room at the same hotel the hotel released the funds back to my card and netspend did not post it. I called netspend and was told XXXX XXXX XXXX XXXX tried several times to release the {$100.00} deposit back to my card for both deposits but netspend informed me I need a letter from the merchant stating i would '' nt be charged in order to put my money back on my account and would need a letter from every merchant for a refund in the future. Once the merchant released my deposit it should have been posted to my account instead netspend would like me to jump through hoops to retrieve it. i am also missing a refund in the amount of {$82.00} from a purchase i made at glock store online on XX/XX/XXXX and was told once again i need a letter from the merchant to retrieve 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

2018-02-15

Clayton, MO

Trouble using your card

Credit card or prepaid card: Store credit card

Can't use card to make purchases
Complaint: Someone keep hacking my NetSpend account! they are using my account number and keeps Stealing my personal information without my consent! 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

2018-02-15

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

2018-02-14

Simi Valley, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I bought what I thought was a pre-paid card for my niece XX/XX/2016 for a XXXX gift. She tried to activate the card, but was unsuccessfull, so I had her send the card back to me. The card is from NetSpend. I tried to activate the card myself, but they wanted her SS #. I finally got her SS # and tried to activate the card. When I call the number, the computer says there is no account. I finally emailed the company and today they called me. They wanted lots of information from me including my SS #. The original amount was {$200.00} on the card. They tell me now it's {$130.00} due to fees. This seems illegal to me. My understanding is you can't just arbitrarily charge fees. I wouldn't give them my SS # and told them to send a check for the balance to my home. They said it would take 6 to 10 business days to get the check. I don't know if I will ever see the money, but I would really like to know how NetSpend is able to charge {$65.00} to hold on to my money for a little over a year. My guess is there are many people being taken by this company. At the grocery store where I bought the card, it looks like an ordinary XXXX cash card, which I have bought before with no trouble. There is nothing about activating the card or ongoing fees. I paid the usual small fee for the card and had no idea there would be anything other than just using the card as a XXXX card. NetSpend seems like a scam. Thanks for your 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

2018-02-14

Sparta, KY

Problem with a purchase or transfer

Credit card or prepaid card: Payroll 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

2018-02-12

GA

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 ordered a Netspend card online for my taxes to be deposited. They would not activate my card. They are connecting me to an account my mother has with XXXX. She ordered me a card during tax time last year but we cancelled the card and did not activate it. I did not want to be on her account. Her account is overdrawn currently. They are trying to make me pay her bill and won't activate my card. My tax return will now be kicked back to the IRS and I'll have to get a paper check. I feel that they are using discriminating practices. There are no Co applicants on prepaid cards so how are they putting me on her account. I have been done wrong and something needs to be done about it. How can they associate me with another cardholder? They should not be allowed to harass me into paying her overdraft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-12

Fort Wayne, IN

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: XXXX OWNS SEVERAL PREPAID CARDS e.g. XXXX/NETSPEND/XXXX ETC.. I JUST FINISHED MY TAXES ON XXXX XXXX AND WAS GIVEN THE OPPORTUNITY TO GET A NETSPEND ACCOUNT WHICH WAS SEND 3 DAYS LATER! USED THE ROUTING A ND ACCOUNT NO TO HAVE TAXES FOR STATE AND FEDERAL TAXES DEPSOIT INTO NETSPEND, ON THAT DAY I TRIED TO ACTIVATE CARD AND WAS TOLD I COUNLD'T HAVE A NETSPEND CARD. AND NOW HAVE MY REFUNDS GOING TO THIS ACCOUNT. ROUTING NO.XXXX ACCOUNT NO.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

2018-02-10

Omaha, NE

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

2018-02-09

Belvedere, GA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: Prepaid XXXX XXXX from XXXX account will not let me close my account after I told them to cancel my 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

2018-02-08

Magnolia, TX

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: Unfortunately, I purchased a XXXX gift card for my granddaughter from a company called netSpend without reading the fine print on the card wrapper that states she was required her to give them her Social Security Number when she called to activate the card. Rightfully so, she was very reluctant to give someone her SS number over the telephone. Their legal paperwork states they need her SS number because of the Patriot Act. Like other XXXX gift cards that require no personal information for their use, the intent of this card was to use it for a one or two-time purchase for the total amount on the card, not for continuous use. Therefore, I requested a refund for the card via their website. I tried to call their Customer Service number to inquire about a refund as it says on the card wrapper, but the only options on the recording was to 1 ) activate the card ; or 2 ) enter the card number. Since the card cant be activated without revealing her Social Security Number, I was unable to speak to a human representative, so I emailed them. I was told to call their customer service number or email them. Since I again could not reach a human at Customer Service to discuss this matter, I emailed them. They responded again by saying they would call me. They did, however, I was disconnected before I could answer. I again emailed them to contact me but received no response. All I want is a refund. I want nothing to do with this company in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-02-08

Cleveland, OH

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

2018-02-08

Stantonville, TN

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

2018-02-06

Las Vegas, NV

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: THERE WERE SEVERAL CHARGES ON MY NETSPEND CARD THAT I DID NOT AUTHORIZE THE CHARGE OR THE PURCHASE THREW A INTERNET. I BELIEVE MY LAPTOP GOT COMPROMISED AND HATCHERS GOT MY CREDIT CARD NUMBERS. I HAVE FILE A COMPLAINT WITH THE IC3.GOV AND WITH LOCAL AUTHORITIES. HERE IS THE LIST OF MERCHANTS THAT CHARGED MY CREDIT CARD FOR SERVICE AND PRODUCTS THAT I DID NOT ORDER OR AUTHORIZE THE CARD TO BE CHARGED. Transactions included in this dispute If you have additional transactions to dispute, that are not listed here, please contact Customer Service. Special Note : When you file an unauthorized transaction dispute we require the affected card ( s ) be blocked to protect your account. We will show you options for replacement cards once you finish filing your dispute. Transaction Date Description Amount XX/XX/XXXX XXXX XXXX XXXX {$24.00} XX/XX/XXXX XXXX XXXX US {$15.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$8.00} XX/XX/XXXX XXXX XXXX XXXX {$24.00} XX/XX/XXXX XXXX # XXXX XXXX XXXX {$28.00} XX/XX/XXXX XXXX # XXXX XXXX US {$47.00} XX/XX/XXXX XXXX XXXX XXXX {$6.00} XX/XX/XXXX XXXX XXXX XXXX {$49.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$8.00} XX/XX/XXXX XXXX XXXX XXXX {$1.00} XX/XX/XXXX XXXX XXXX XXXX {$1.00} XX/XX/XXXX XXXX XXXX XXXX {$24.00} XX/XX/XXXX XXXX XXXX XXXX {$1.00} XX/XX/XXXX XXXX XXXX XXXX AXXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX {$20.00} XX/XX/XXXX XXXX XXXX XXXX {$20.00} XX/XX/XXXX XXXX XXXX XXXX {$20.00} THANK YOU VERY MUCH FOR YOUR TIME AND CONCERN ON 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

2018-02-05

Tunnel Hill, IL

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

2018-02-02

Maxwell Afb, 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: On XX/XX/XXXX I was able to transfer {$400.00} from my Netspend Control Card Account to my Netspend WU Card Account. I was able to make the same transaction on XX/XX/XXXX for {$500.00}. Today XX/XX/XXXX I now and currently have been on the phone with Netspend for almost 2 hours. I have spoken with 4 different people. I'm being told that they aren't able to do this type of transaction or the system will not allow for it to be done. When I point out the dates and the amounts of the previous transaction no one can give me a logical explanation. I'm very frustrated because I need access to my funds and being a customer of Netspend for over 5 years or more this is truly concerning. Both cards are Held by XXXX/ Netspend . As a consumer, I feel something is not quite right and need answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response