NETSPEND CORPORATION

2017-09-06

Morningside, NY

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

2017-09-06

Houlka, MS

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem adding money
Complaint: I ca n't remember the date right off hand but the company took XXXX from me saying I had unpaid prepaid card bills they would call me unknown saying they need money for unpaid bills this the other week they called saying I would have to send money for unpaid prepaid cards I do n't understand why would they take from me!!!! I thought prepaid cards was free
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-31

South Point, OH

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

2017-08-30

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

2017-08-30

Washington, DC

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

2017-08-29

Itasca, IL

Getting a credit card

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

Sent card you never applied for
Complaint: All the customer service numbers listed for this card will not allow me to talk to anyone until I activate it. I do n't want the card, and will not activate it. I want to know why they sent it to me when I never requested this 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

2017-08-29

Lakeland, FL

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

2017-08-28

Paterson, NJ

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: i had to go to an XXXX XXXX XXXX on XXXX XXXX 2017. while there, someone i rented a room from used one of my trusted devices to access my netspend debit card account, among other things, she blatently transferred {$200.00} from my account to her sister 's account. ( i checked from a payphone at the program ). After the phone inquiry, i opened a dispute. the company required me to send them an email ( not allowed in the program ) to get credited for the remainder of the investigation. Long story short. the company sent a letter with alot of transactions but not the main one in question and stated that there was no irregular usage of the card or account which was false as i had NEVER transfered any acount to account funds and that alone should have been a red flag. There is also the question of why wasnt that specific transaction shown in the original mail they sent ( they sent 2 to the program ). im finally out of the program now and did a follow up on the issue and appeal their decision. i got a response that i would get a reply in 48 hrs ... its been almost 2 weeks. its really troubling that i explained to the operator the situation about the XXXX XXXX in detail about response times i am allowed, follow ups, and lack of internet access. it seemed as the operator was just in a hurry to end the call.
Company Response: Closed with explanation

Timely Response

2017-08-26

FL

Other features, terms, or problems

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

Other problem
Complaint: Received a mastercard from a company called Netspend in the mail today. I did not apply for this card or ask for it to be sent to me. When I called the management company listed on the Card facts ( XXXX ) I was told they do not mange the card and I would have to call a different number. I located a number online for netspend but when I contacted it I was unable to speak to a live person unless I activated my card or provided them with my social security number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-26

Houston, TX

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: I contacted Netspend regarding unauthorized charges on my account XX/XX/XXXX I advised them my backpack was stolen with my credentials such as Id, bank card, cell phone and a result in this matter over {$600.00} was stolen from my account. I later found out somebody I know had stolen my belongings when she was caught stealing from XXXX and had my belongings on her. On XX/XX/XXXX I received a email from Netspend stating that I will not receive any of my money back and that the matter is closed I do not understand how this issue was investigated properly this company is not protecting my money at all they never emailed me regarding suspicious activity. I can not continue to lose money like this and unfortunately it is hard for me to close this account due to the fact my husband is in the Military XXXX XXXX and he has an allotment scheduled monthly to this account. I will greatly appreciate your help. Thanks claim # 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

2017-08-26

Brentwood, TN

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: My XXXX XXXX XXXX son received a NetSpend prepaid debit card. I 'm not certain how this ended up being mailed to him. He is not able to enter into a contract and should not have been issued a card. I contacted Netspend on X/XX/2017. The automated voice system does not give the consumer an option to speak with a live representative. If you select cancel the card as your phone option, you are placed on what seems to be an unending hold. I want this card removed from their system. I do not want my XXXX XXXX XXXX son 's information sold to other companies any purpose. The company should not be contacting minors in an effort to solicit their business and get them hooked on prepaid cards. This never should have happened without my direct authorization. Sending a card to a minor is egregious behavior. Netspend. XXXX XXXX XXXX XXXX XXXX XXXX XXXX TXXXXX This should not be permitted to happen to my child nor anyone else 's child. Netspend should stop marketing to and soliciting of minors.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-26

FL

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: Netspend ( XXXX XXXX XXXX XXXX XXXX ) sent me an UNSOLICITED prepaid debit card. Since I have had problems with someone attempting identity theft before this greatly concerned me. When I called the company they requested either the full card number or my social security number ( which I would NEVER give over the phone ). I was afraid to give them the full card number because I was afraid they would activate it. In very small print ( 5point or less ) they state that this was not requested by anyone but was sent because " you indicated interest in receiving offers similar to this one ''. Sending unsolicited credit cards is against the law. Apparently, since debit cards and prepaid debit cards were not available when the law was passed this allows companies to skirt the law. I believe this is unethical and irresponsible in the age of identity theft!
Company Response: Closed with explanation

Timely Response

2017-08-25

Browns Mills, NJ

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

2017-08-24

TN

Getting a credit card

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

Sent card you never applied for
Complaint: On XXXX I received a completely unsolicited XXXX XXXX debit card from XXXX. The Issuing company is XXXX Bank and XXXX. XXXX XXXX is affiliated with XXXX XXXX and their frequent flyer program. I have never applied for a XXXX XXXX credit card or any other card associated with XXXX XXXX. There is an {$85.00} annual fee associated with this card if you choose to activate 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

2017-08-22

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: On XXXX XXXX, XXXX I needed another copy of my Social Security Card. I am attaching a file I wrote previously. I am so angry I do n't believe I can type it all again. When I realized they wanted my drivers license, insurance card, etc actually mailed in AFTER I HAD PAID THEM ... no way was I sending them off to someone. I called and CANCELED MY ORDER. XXXX with XXXX said I could only get half back! That is why I called Netspend to cancel my card and file a dispute as they already had my money! The Netspend Customer Rep REFUSED to cancel but said he would file a dispute ( that he DID NOT FILE! ) but he said he " WANTED TO PUT MY MONEY BACK TO SEE IF THEY WOULD TAKE IT AGAIN!! '' I told him I wanted my card CANCELLED!!! He still refused! I am trying to live on {$730.00} a month which is impossible!!!! He did not follow company guidelines for such things. Each time they sent me an email and said if I wanted my documents in reference to this issue to message them back. I get another email repeating the same thing. Today I got a letter which I will also attach! I am now unable to access my account! The past three times I have tried to log-in, my password does n't work. I reset the password and get into my account and I am literally KNOCKED OUT of it!! Try again and my password does n't work again!!! This is more than ridiculous!!! I 'm madder than anyone can imagine!!! My SSN was stolen originally by my ex-husband. I made a huge, stupid mistake because I have a difficult time going anywhere and no, I am totally alone and do NOT have anyone to help me. More criminals have my SOCIAL SECURITY NUMBER AND OTHER INFORMATION, THE ENTIRE {$37.00}, OF WHICH THEY NEVER REFUNDED HALF OF AS THEY CLAIMED, NOR DID I EVER RECEIVE ANYTHING! As for the one email I was able to take pictures of, Netspend claims their rep verified the purchase with the company??? If it was n't a scam then, where in the XXXX is at least 1/2 of my money? Or, where is my SS Card? Why am I bring locked out and knocked out of my account since I sent them my reply to their email? I do n't have enough time to transfer my Direct Deposit to another card! The way they are behaving suddenly, and it is NOT a coincidence, no way in XXXX, I 'm afraid they will keep my Direct Deposit. I have never seen anything like this before but nothing surprises me anymore 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

2017-08-21

Other features, terms, or problems

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

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

Timely Response

2017-08-21

Smyrna, SC

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: Enroll in saving program of Netspend full-out direct deposit form was email receipt of deposit tried to check balance and have receipt of no balance negative XXXX on receipt but bot deposit available balance shows up in account XXXX routing XXXX XXXX XXXX XXXX expiration date XXXX CVS XXXX registered with XXXX card ending XXXX XXXX. XXXX balance FDIC insurance company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-18

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

2017-08-18

Texarkana, AR

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 two unauthorized transaction at two different XXXX that I did not make or authorize in the amount of XXXX total transaction my tax return money was direct deposit onto NetSpend XXXX XXXX prepaid debit card. And the money was withdrawn off the card. I filed a dispute on XXXX XXXX, 2017 with NetSpend to credit me my money back to my account.They have yet to honor my dispute. The reason being 60 days late reporting the unauthorize transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-18

Euclid, OH

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: Received a XXXX XXXX in the mail that I did not appy for. When I called the number, its asks for my full social security number. Seems like a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-18

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Don't want a card provided by your employer or the government
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-18

Alpha, NJ

Trouble using the card

Credit card or prepaid card: Payroll card

Problem using the card to withdraw money from an ATM
Complaint: I have a skylight pay card and they have told me I can either write a check or use the card at specified Banks or ATMs listed in there guide to obtain cash. However I have tried writing a check and taken it to Banks listed to cash the check but the banks refused to cash the check. Also I have gone the recomended ATMs to get money but instead I have been charged {$4.00} as a fee. Neither of these options am I able to get cash. Instead I have to go XXXX and buy something in order to obtain cash. I have been forced to buy useless things at XXXX which I do n't need. A copy of their guideline and transactions will be attached showing how difficult to get the money and also fees charged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-17

Duane, NY

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

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

Timely Response

2017-08-16

Northside, NC

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 was given a NetSpend card as a gift. This card was purchased on X/X/2017 at XXXX from XXXX in XXXX XXXX, North Carolina. Following the instruction on the packaging, I tried to activate the card online. That process failed and I was directed to call a phone number that was different from the phone number in the instructions on the packaging. The number on the packaging says to call XXXX, the website directed me to call XXXX. Upon call the number prompted from the website, I went through a series of automated prompts to enter the card number, my date of birth and my SSN. Then, I had to wait to speak with someone. This person took more personal information : may address, my phone number. Then she stated that I would need to take a picture of my social security card and my driver license and email it to them, yes, she said take a picture and email it. I challenged this and stated this was a gift card and I do n't take pictures of my SSN or DL and send it to anyone. This seems like a front to steal identities! Ridiculous! My sister gave my XXXX teenagers each a {$50.00} NetSpend card. We cant activate a single one without giving extremely sensitive information either by way of fax or email. They have scammed my sister out of {$150.00} PLUS the fee for each card of {$2.00}. This is an unacceptable practice. This card was purchased at a store, not a bank and not via a bank or credit union website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-14

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