NETSPEND CORPORATION

2017-08-14

Fairgrounds, LA

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

2017-08-10

Arvada, CO

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: XXXX XXXX Claim Date : XX/XX/XXXX, 2017 Claim Number : XXXX Claim Amount : {$2800.00} Disputed transaction error twice both times it was no error found I put all the necessary documents together and still no remedy. Netspend is now settling a class action suit in the amounts of {$53.00} million. They have opened accounts in my name and I requested them to close and still no action. Please help me they have hurt me financially.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-10

Hodges, SC

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

2017-08-07

Rincon, AZ

Trouble using the card

Credit card or prepaid card: Government benefit 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

2017-08-05

ND

Getting a credit card

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

Sent card you never applied for
Complaint: Brinks sent me a debit card with my name and a CVC code on back. The paper attached also had an account number and routing number, and it said to call to activate it. I called once, but was unable to reach a live representative. I also tried to email them at their customer service email, but the it was 'not delivered/returned a few days later ', so I tried another email they had listed on their site, and had no luck with that. I want to know why the card was sent, as I did not order one. I am concerned because I can not reach anyone, and want to know what is going on ( i.e. If my identity has been stolen, etc ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-04

Knoxville, TN

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

2017-08-03

NV

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: XX/XX/XXXX and XXXX I earned XXXX with shift gig ( an app that schedules jobs at the convention centers for people like me ) I called pay pal around XX/XX/XXXX and asked for my account number/routing number for my existing account and she gave it to me ( it ended up being an incorrect acct number. See Email Attachment but below is what XXXX sent to me before he started denying that I called and that paypal gave me an incorrect account number. incorrect acct number XXXX correct account number XXXX {$140.00} See attached Email conversation for the details but this is the first letter XXXX sent to me.. Dear XXXX , Thank you for contacting the office of President XXXX XXXX . I am part of the Corporate Response Team and I will be assisting you with your concern. I understand you have concerns regarding on your Netspend card account. Although I have been unable to reach you, I wanted to apologize for the wrong information given to you about your deposit. We will address the agent involved. Due to your deposit posting on another account, you will need to contact the originator. If you have additional questions or concerns, please do not hesitate to contact me at the phone number below. Thank you, XXXX XXXX Sr. Analyst, Customer Experience Netspend, a XXXX Company XXXX , TX Office : XXXX netspend.com
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-03

NY

Problem with overdraft

Credit card or prepaid card: General-purpose prepaid card

Overdraft charges
Complaint: I canceld my card ending XXXX back in XX/XX/XXXX because I lost it I knew I would be recieving another direct deposit shortly and would need a new card as soon as possible. So i paid the {$25.00} to have my new card expidited. I received new card X/XX/2017. I have been receiving my normal deposit up until XX/XX/XXXX when I was not able to take XXXX dollars out of my account. I found out the next morning when I was able to get a rep on the line that my old card was charged {$1000.00} My account went negative {$720.00} I was told to file a dispute and this would all be taken care of within a day or so because it was clearly a XXXX up on their end. However I 'm still waiting on my money they have taking 2 checks from me my phone just got cut off today I 'm a single mom of XXXX kids who father passed away 2 years ago. We have been struggling for a week as a result of this and the only thing netspend has done was make broken promises and tell me that they understand
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-02

Oakland, NJ

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

Timely Response

2017-08-01

Mc Kees Rocks, PA

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

2017-07-31

San Antonio, TX

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

2017-07-30

Federal Way, WA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Netspend account timeline XX/XX/XXXX Informed account frozen after calling customer service and then transferred to fraud dept. The fraud dept informs me someone in XXXX has my SS number and attempted to change the password for my online account. This is why my account was frozen. They offered to reactivate my account for an hour to allow me access to my funds but highly recommended against it due to the security risk. I took the advice. I am told a new card will be issued immediately I should receive it XX/XX/XXXX or XXXX at latest. XX/XX/XXXX An attempt was made by federal express to deliver but I was not home at the time. This was a Friday so I was unable to receive the package until the following Monday XX/XX/XXXX. XX/XX/XXXX I now had my new account card and called Netspend to activate it. I was told due to security reasons this card was canceled and a new one was being sent which I should receive in the next few days.XX/XX/XXXX I called Netspend wishing to talk to the fraud dept as I had questions concerning my security. They would not put me through to the fraud dept and explained I would get my second new card by the next day at the latest and that they were just looking out for me by canceling the first card. I was assured that this fraudster would not be able to access my account because of the secret question they ask me. I informed them that I never have been asked a secret question by Netspend including the call I was on. They informed me that they had asked my address at the beginning of the call. That was the secret question. XX/XX/XXXX I still had not received my second new card. I called Netspend to inform them and was told that the card had been sent to a different address in XXXX. It had been activatedXX/XX/XXXX and they had withdrawn XXXX dollars. I demanded to be transferred to the fraud dept. I was told they would contact me within the next 4 to 6 hours. They never even attempted. XX/XX/XXXX I contacted Netspend explained my dilemma and finally I was connected with the fraud dept.The fraud dept confirmed the card had been sent to XXXX and I would have to file a disputed transaction claim with the disputed transaction dept. They told me the four transactions I was to dispute but could not give me any timeline as to when I could access my funds. I was also informed that I could no longer have an account with Netspend due to security reasons. What the fraud dept would not give me is information as to what extent the fraudster had penetrated my account. Did they now know my address, where I work, my phone number, where I shop? I was told this was confidential and I would need a subpoena. I emailed the disputed transaction form that evening with all the information the fraud dept had informed me to include.XX/XX/XXXXthruXX/XX/XXXXThis is the 10 days allowed for investigation of disputed transactions. Weekends and holidays ( XX/XX/XXXX ) do not count. Though I had expressed the dire need for access to my funds and the XXXX dollars a day my landlord was charging me. Netspend informed me I would be contacted in 6 hours to address my concerns. Then again I was promised a manager would contact me in two days. Neither ever happened. XX/XX/XXXXEven on the due date XX/XX/XXXXat XXXX I was told I would receive a response by the end of the day. Finally I received communication from Netspend. Account credited After many emails to try and find out if a check was being mailed because I did not have an account to be credited. I was informed that I would receive a check in the mail in 20 days. After explaining this was unacceptable Netspend claimed they could no longer communicate with me through email because of security risk. So now I can expect to receive my funds if they are sending them, that were supposed to be available XX/XX/XXXX. ON XX/XX/XXXX. 46 days without access to my funds because of neglect on the part of Netspend. Not only that but they have made matters much worse and harder by not communicating, cutting me off of email communication. XX/XX/XXXX After receiving email from Netspend claiming they could no longer communicate with me through email due to security reasons I called the DIRECT number to the fraud dept. given to me by them. The last conversation via phone with customer service because the direct line that the fraud dept gave me to them was actually customer service. Customer service informed me a check had been processed and stated they would email me XXXX and XXXX statements of my account transactions within the week. I was given a number to call for any other questions I had which I thought was a different dept. Turns out it is the number for The Federal Trade Commission. So I can not email Netspend I can not call Netspend. I can only call the FTC. This is what Netspend has directed me to do.XX/XX/XXXX I received a check for my funds in the regular mail. This is 36 days from when my account was frozen and 26 days from when I filed disputed transaction papers with Netspend. It has cost me XXXX dollars in late fees and I have had to borrow money from coworkers just to live. This on top of the obvious frustration and time spent trying to remedy the situation with Netspend. I still have not received account statements for XXXX and XXXX as promised by Customer service on XX/XX/XXXX, nine days ago. XX/XX/XXXX I received XXXX and XXXX statements shown to have been mailed by regular post office on XX/XX/XXXX. I was told on XX/XX/XXXX that I would be emailed these within two days. There is no information about other security questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-28

Little Canada, MN

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: today, XXXX XXXX 2017, i received in the mail a gratuitous solicitation from netSpend. the company sent me an unrequested pay-as-you-go credit card and directions for activating it. i responded to the telephone number, provided in the direct mailing, for opting out of the unsolicited offer expecting to be able to speak live with a customer service representative. i wanted to register a complaint and request that netSpend cease and desist from soliciting me without warrant. however, i was unable to talk with another human being. the telephone access is a closed loop of prerecorded, automated menus and responses to general questions. though i did select to opt out of the unrequested offer, i have no record of confirmation that i have done so. and remain uncertain, as to whether the call i made might be used by the company to activate the credit card. it matters little to me if the law protects conduct of this kind by netSpend, or any company, with respect to issuing unwarranted solicitations. the conduct is at least invasive and borderline hostile. if netSpend continues to send me unrequested solicitations and activates the credit card it issued under my name, i will consider the company hostile and seek to file lawsuit against it for violating my 14th amendment rights to privacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-26

Bloomington, MN

Closing an account

Checking or savings account: Checking account

Company closed your 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

2017-07-25

Davie, FL

Closing an account

Checking or savings account: Checking account

Company closed your 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

2017-07-25

Havana, FL

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

2017-07-24

Jacksonville, FL

Unexpected or other fees

Credit card or prepaid card: Payroll card

Complaint: XX/XX/17 ATM withdrawal. Did not receive funds. ATM made noise and did not dispurse funds. First withdrawal was the max {$400.00} that transaction was completed. The second withdrawal for {$160.00} was incomplete. No funds dispursed. A third test of a {$20.00} withdrawal to infer that the money was not stuck. That transaction was completed. I Did not receive the {$160.00} transaction only the transaction before and after. I have spoken with my card company. I can not get a supervisor no matter what I do. They just put you on hold. Nothing happens. They issued a temporary credit for {$160.00} now they have withdrawn the credit stating there was no atm error. Obviously there was an atm error I do n't have the {$160.00}. The company I use is a pay card * skylight * The company told me that they would send me an email within 48 hours of documentation of the outcome of my claim " atm withdrawal " however ; I have not received said information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-22

Albuquerque, NM

Getting a credit card

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

Sent card you never applied for
Complaint: I am filing a complaint today ( XX/XX/2017 ) because I received a prepaid XXXX from Brink 's Money that I never requested, which is 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

2017-07-21

Salton City, 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: On XX/XX/XXXX I attempted to make an online purchase and my card was declined. I new I had enough money to cover the purchase so I logged into my account to see what my balance was and noticed that I had no money available. I began reviewing my transactions and immediately new that some of the transactions were not made by me. I never lost my card or had it stolen, I still have possession of my card and no body knows my PIN but me. I immediately tried calling the card company but the offices were closed so I disputed these transactions online. On XX/XX/XXXX I called the card company to follow up on the dispute I filed online. I was asked to send a letter via email listing the transactions, merchant name and amounts. I informed them that I still had my card and they stated that my card would be canceled because my card could have been copied at a gas pump, and a new one would be mailed to me. On XX/XX/XXXX I received a letter informing me that a final determination had been made and no credit would be credited to my account. I contacted the Company again and emailed them informing them that the reason they provided was not possible. I called the card company requesting documents they used to determine the final outcome. on XX/XX/XXXX I received the documents requests along with a letter stating that the activity indicates a consistent pattern of use related to the reported transactions. The transactions being disputed are consistent with my previous account activity, such as the merchants shopped and their physical location and that I had benefited from these transactions. I contacted the company to inform them that there reasons were in fact false. The XXXX transaction of {$60.00} was from a XXXX I 've never used before and I could n't pump {$60.00} worth of gas in my car. XXXX XXXX for {$66.00} I 've also never used this store in my life. XXXX XXXX for {$42.00} and {$11.00} I have never used this store ever. How can these be consistent with previous activity in my account if I have never even set foot in these stores in my entire life? The XXXX, XXXX XXXX XXXX, XXXX, and XXXX transactions are absolutely not my purchases but because I 've shopped at these stores before means these are my authorized transactions? Who has not made a purchase at a XXXX or ate a XXXX 's XXXX? While these fraudulent transactions were being made I never lost possession of my card. I continued using my card without any knowledge of these fraudulent transactions up until my card was declined. My transactions show my purchases I know I made and the fraud one mixed in with my purchases. All the fraudulent transactions were used without my PIN. It has now been over two months and I am still out {$590.00}. If I could get the time the these purchases were made to compare with my purchases we could help prove these are not my purchases nor did I authorize them. My PIN was never used and I am curious if an actual credit card was presented or was my card number manually entered.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-20

Kansas City, MO

Getting a credit card

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

Sent card you never applied for
Complaint: I received a real, ready-to-activate XXXX in the mail from a company called " netSpend Corporation '' with a mailing address of XXXX. XXXX XXXX XXXX, TX XXXX Even though I have never interacted with this company before, nor even heard of them. My understanding was that companies were no longer allowed to mail out real, unable credit or debit cards ubless individuals had specifically applied and requested them. Therefore, I 'm alarmed. The card is listed as a Debit card. Perhaps that makes the legal difference. But, again, I have never had any interactions with this company. On top of that, the services advertised is that this card could help me get my direct deposit payroll payments " up to 2 days faster! '' And yet the numerous *fees* listed on the back of this netSpend card/account in fine print are significant and highly predatory. This netSpend debit card has all the makings of a scam. Sounds " legal, '' but predatory.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-20

OH

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

2017-07-18

Oxford, GA

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XXXX XXXX , 2017 I made a transaction on my netspend card that did not go thru but the money was on my account in the amount of XXXX . I contacted the company to see why the transaction did not go thru and why money was still in a pending status on my account. The rep advised me to wait 24 for the funds to be release. on XXXX XXXX , 2017 the funds still have not been released and the rep stated that I have to wait an additional 24 hours for me to receive my money. This is unacceptable in my eyes, Why should I have to wait for my money. Is have been well over seven days since that transaction. My bill is late due to this hold on my funds. I am a single mother of XXXX living paycheck to paycheck that can not afford for my funds to be held up with no explanation. Thank you, 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

2017-07-18

Federal Way, 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

2017-07-17

Brooklyn, NY

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I was given a {$50.00} Netspend debit card as a gift . The card did not indicate that there 's an outrageous {$5.00} monthly maintenance fee! The entire gift was thereby lost. What an awful 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

2017-07-15

Columbus, OH

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 had XXXX PayPal prepaid cards that were supposed to link the cards together so that I could have access and my mother. The cards were on XXXX separate accounts even though the information was the same and that 's not what I was told would happen and then they cancelled the card with money on it so now my money is being held hostage there 's no way I can get to 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