NETSPEND CORPORATION

2017-10-25

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

2017-10-25

CA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: NetSpend sent me two separate emails indicating that I should expect a credit card in the mail from them that they claimed I ordered. I did not order any such services, nor have I ever been a NetSpend customer. Upon contacting their dispute team to determine if my identity was stolen, they confirmed that the email was fallacious, and that it was merely a marketing campaign.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-24

Brooklyn, NY

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

2017-10-24

Jacksonville, FL

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I enrolled in Netspend prepaid card service. I had my paycheck direct deposited on XXXX/XXXX/XXXX. I called to see what my options were as I had not received the actual card yet. I was told I was limited to ACH transactions until my card arrived ( still waiting for my card ). So I have no access to my money whatsoever until that day comes. But I had bills to pay, so according to the netspend website i sibmitted bills for payment via ach. Following netspend instructions for ACH payment. They charged me a {$5.00} " service fee '' then rejected my auto loan payment as well as my cable bill payment. How is it fair to that they can debit my account for a service fee, but i cant use my own money to pay my bills? What is the service im being charged for? To have my payments denied?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-20

Berthoud, CO

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 put hundreds of dollars on a XXXX card I bought thinking it would be no problem to set up and use. It was a huge problem. XXXX had locked the card and I was unable to access my money on the card! They essentially stole hundreds of dollars from me. Whatever you do, NEVER I repeat NEVER BUY a XXXX PREPAID CARD, if you wish to use your own money. XXXX allowed me to buy the card and load money onto it, then locked the account so that I could not use my own money, for all intents and purposes stealing 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

2017-10-17

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Timely Response

2017-10-16

Bellaire, TX

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: NetSpend has questionable business practices. I noticed my balance dwindling so I called to clarify the unauthorized charges that appeared to be mistakes. I was not informed of the {$2.00} charges for ATM usage. Then I noticed {$1.00} fees which did n't make sense which they later stated was due to my card being declined at the ATM! Why would you charge someone who did n't have enough funds to withdraw money in the first place? None of the fees were I made aware of until it occurred. This company is very shady. Please investigate further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-14

Phoenix, AZ

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: Hello, I purchased a XXXX XXXX card on XX/XX/XXXX with an initial load amount of {$110.00}. When I called in to activate the prepaid card so I could pay the bill I bought the card for, XXXX told me that they couldnt activate the card because of some account with Netspend. I do not have an account with Netspend and didnt understand why they would be telling me to call them to get a refund of my funds. They told me that XXXX prepaid is owned by Netspend. So I called Netspend and they said yes that they could not activate my card and that I would have to call XXXX to get my refund. So I call XXXX back and after getting a Manager and on the phone for at least two hours, the manager says that they cant activate it. Well I wanted to just get to the refund already, as this was ridiculous. I purchased a prepaid card with my money to pay my utility bill and they would not let me access the funds that I had purchased the card with! The manager told me that they would mail me a check in the mail and it would take 7 to 10 business days. Im very upset about this to say the least! Today the check still has not arrived and I just got off the phone with XXXX. The representative advised me that the check had not been released yet and, not to worry he would get it released today. He then tells me again that it would take 7 to 10 business days. I cant wait that long! I have been without utilities and I have children! I ask him if he can exepedite the check to me and he says no. I ask for a manager and when he transfers me, I just am on hold forever and then it disconnects. I never got to a manger and Im not even sure if my check got released. THIS IS AN OUTRAGE! VIOLATION OF AN ACCOUNT HOLDERS RIGHTS! I DONT HAVE ACCESS TO MY MONEY AND THEY JUST DONT DO THEIR JOB WHICH IS A TERRIBLE SOLUTION ANYWAY!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-13

Manhattan, NY

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

2017-10-11

Beverly Hills, CA

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

2017-10-08

Salt Lake City, UT

Fraud or scam

Money transfer, virtual currency, or money service: Check cashing service

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

Timely Response

2017-10-07

CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: My company purchased 2 netspend visa prepaid re-loadable cards in XXXX of XXXX, thinking they were gift cards. They were supposed to be used for recognizing employee 's. In XXXX XXXX these cards were given to me to close and to try to get back the remain amount. I first called XXXX - where the cards were purchased. They said the cards were non refundable. Looking more closely at the cards, I realized that there is a monthly charge of about {$6.00}. Since the cards were purchased in XXXX - we had lost almost 1/2 of what the company spent on them. I immediately called netspend on XXXX XXXX to try and close the accounts. The XXXX cards had not yet been activated. Despite all my attempts to explain that my work company purchased the cards by mistake and we 're not looking to set up bank accounts - they would not close the accounts and send the company the remaining balance of {$32.00} on each card. I had to give my Social Security Number and address to activate the account. On one card I gave my residential address, when it came to registering the other card I gave my work address, as this is a work related matter, I felt the check could appropriately be sent to my work. I spoke with XXXX on XXXX XXXX, XXXX and she told me that she was closing the accounts and would send me the checks. I called back on XXXX XXXX, XXXX - as I have not yet received anything. I spoke with XXXX and was advised the accounts were inactive - but not closed. I asked why was I told the checks were being sent to me over a month ago and nothing had happened. She was unable to answer my question and told me I would need to send in verification of my address for the checks to be mailed as there were two different addresses on the two different cards. I explained that one was my residential address and one was my work address, and they could send the checks to either address and I would received them. I also explained that I did n't have to send in proof of my address when I opened the account so I 'm not sending in proof to close the account, I feel that I have already given them more than enough personal information. I then asked for her XXXX and was transferred to XXXX. He reiterated the same thing XXXX said and could n't provide an answer for why I have to send in verification of my address, only that it was required. Again, I do n't understand why I would have to send in proof of my address to close the account when I did n't need to send proof to open it. I then asked to speak to XXXX XXXX Manager, he said that his Manager is in Texas and I could send an email, but they do n't have a phone # for them. I told him that was the stupidest thing I 'd ever heard, that he has a Manager in another country and could only communicate with them by email. He assured me that this was correct. I told him I wanted to speak to his Manager, he said he could n't transfer me to his Manager, but could transfer me to another Manager. I said that was fine, the next thing I heard was the same initial prompt of when I first called. He did not transfer me to another manager, but sent me back to the beginning queue. Unfortunately I did not have another 45 mins to spend on the phone trying to get back to a manager as I was at work and had other tasks to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-06

Phila, PA

False statements or representation

Debt collection: I do not know

Impersonated attorney, law enforcement, or government official
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-06

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

2017-10-03

Lakeview, TX

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

2017-10-01

Oceanside, CA

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

2017-09-29

KS

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Complaint: Netspend completely lock me out of my prepaid card account. I have had a few deposits and refunds sent to the card not knowing I could be revoked access to my prepaid card account and any deposits that where sent to the debit card also.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-27

Baton Rouge, LA

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

2017-09-26

Clarksville, MO

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

2017-09-20

Trouble using your card

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

Can't use card to make purchases
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-15

Costa Mesa, 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
Complaint: I have a netspend prepaid card account that had been active for several years but over the last 6 months or so I have kept it dormant with a token balance remaining. Having forgotten about the account altogether, I was surprised to get an alert on XXXX XXXX XXXX about not only a purchase that was made using the account but that it gave me a negative balance on the account. I contacted the appropriate disputes department immediately, sent in the appropriate documentation and formal dispute letter while still on the phone with them and received confirmation that the documentation was received. They assure me they will " investigate '' etc. I called them today XXXX/XXXX/XXXX to followup on the issue as no provisional credit had been issued as promised within the XXXX business day designation ( XXXX and a half weeks have gone by! ). After being juggled around their call center for about XXXX minutes I finally just asked flat out to the supervising representative ( verbatim ) " So, is it NetSpend 's official stance on this issue to completely disregard Federal law as outlined in the XXXX act and consumer protections held therin? '' to which she replied almost triumphantly, and I 'm quoting here " Yes. '' and then continued to tell me the credit would be issued after the investigation was complete and there was no one she could put me in contact with regarding the issue. Finally, I decided to contact the merchant who processed the fraudulent transaction that instigated all this madness. They turned out to be a payment processing company who apologized immediately, confirmed that this was a fraudulent transaction among a string of them related to a specific client of theirs, offered to provide any documentation required to prove as much, and lastly ( and this is the funniest part ) that they have received no contact from Netspend regarding the dispute and in fact had reached out to them regarding a whole separate set of issues only to be stonewalled like the rest of us. What a joke! Alright, thats it. I have extensive documentation supporting all these claims, time stamped, dated etc. Please advise as to what would be most beneficial. Thank you for your time and attention to this matter. P.S. I imagine the issue will be resolved by the time you have a chance to act on this, and thats fine, I 'm not really interested in the monetary value at risk here, I am purely seeking moral restitution. Good luck!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-14

Taft, OH

Getting a credit card

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

Sent card you never applied for
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-12

Discovery Bay, 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

2017-09-12

Rochester, OH

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

2017-09-08

Harrisburg, PA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I am a victim of fraud and filed a claim with NetSpend on XX/XX/XXXX for {$2100.00} ( claim # XXXX ) for money fraudulently debited from my account. OnXX/XX/XXXX I received an electronic notification from NetSpend stating the " disputed transaction claim has been resolved and after investigating your claim, we have confirmed that the error ( s ) should be corrected. $ that was erroneously charged will be credited back to your account today. Any associated transaction fees will be credited within 10 business days. '' Today is XX/XX/XXXX and the funds have not been credited back to my account. I have called three times, spoken with XXXX, XXXX, and XXXX. They stated the email was a mistake and it " happens all the time. '' I explained the only written notice I received states my investigation was complete and an error occurred and per Regulation E the error must be corrected within one ( 1 ) business day. I was hung up on, transferred, and each individual refused to resolve this issue by providing the credit I am entitled to, that was promised in writing, and that is required under the law. I have attached documentation of the notice and I am requesting NetSpend immediately credit my account in the amount of {$2100.00} and any applicable fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response