NETSPEND CORPORATION

2017-06-13

Euclid, OH

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: XXXX17. So this all happen today from about XXXX XXXX to now ( XXXX XXXX ) I decided to use the check deposit feature on my NetSpend account because my new job only gives out checks for payday. So since direct deposit was n't an option, I decided to try to load my check into my account through the NetSpend app but unfortunately it only made things worse. I do n't have a car, it was too hot for my XXXX self to take the bus, so I figure this app feature is a viable option for me. The app basically malfunction on the part after voided the check, hence preventing me from loading it in my card or cashing it in person. I first called NetSpend angry and they directed me to XXXX XXXX. Supposedly, when I called XXXX XXXX ( who is partnered with NetSpend to do this mobile check load ), my picture was " blurry '' and the black ink was not bold enough ( when writing VOID ). But I only got a messages that read that indicating my account history, not the picture. Once I figured out what " account history '' meant, the 1st XXXX XXXX specialist told me that my account is fine and I attempted to try sending the voided check. But now the app is starting to reset frequently. After it stop doing that, everytime I attempt to take a picture, the screen goes away and an error message reads " detection error '' ... Unfortunately, when I called NetSpend to confront their issue on the app, all the account rep did on the phone was try to redirect to XXXX XXXX to help fix the issue. I basically going no where with two company blaming one another not trying to resolve the issue. What 's worse is that when I called NetSpend to speak directly to someone who would be responsible. For the app, the customer service rep kept giving XXXX XXXX information. I need bus fare to go to work and these companies are preventing me from accessing my money and they do n't even care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-09

Little Rock, AR

Problem with a purchase or transfer

Credit card or prepaid card: Payroll 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

2017-06-07

Bedford, TX

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: This card was sent to me for no reason while I was waiting for my unemployment prepaid card to come in the mail. It has the brinks logo and a website and all kinds of information that looked like a real business. Come to find out it was sent to me to activate by giving them my social security number. The card had {$0.00} on it, but upon activating and checking the balance I owed them a lot of money which I was supposed to pay immediately by putting money on the card. I called the Texas Work Force c ommission and they told me that is not their card. I called the number on the back of the card XXXX , and the customer service told me that I needed to pay the fees I told him I wanted to deactivate the card he was trying to get me not to, but he told me he did deactivate it then hanged up on me. They have my SS # and I 'm very scared that I just got scammed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-07

Milwaukee, 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

2017-06-03

Hartford, AR

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Overcharged for a purchase or transfer you did make with the card
Complaint: What can I do to get the help that I need I made a transaction with the checking account side of my netspend cardXX/XX/XXXXfor XXXX $ onXX/XX/XXXXit came back that the bank dishonered it I then made a XXXX $ payment from the same acct transaction posted to utility company never came out of account. I contacted card company was told the transactions were never made because they are not in the history. I argued with this company about an hour and a half or more. I was treated disrespectfully got put back into the que line until another representative picked up I asked for a supervisor was disconnected, I called back asked for a supervisor or someone who could tell me why this happened got transferred and I let the phone ring for a good 5 minutes or so before I hung up and called back then I just kept getting repeated answers of the chrgs are n't in your history we ca n't help. Was n't even offered a dispute or payment inquiry nothing.i do have pictures of the dishonered letter my transaction history and where payments posted to other account if you want them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

FL

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/XXXX2017 I filed a dispute with Western Union Netspend Prepaid Card company, regarding unauthorized charges, totaling {$320.00}, on my account. There were multiple charges. I sent a letter of dispute to the card company and after 10 days, they issued a provisional line of credit for the amount of the dispute. On XX/XX/XXXX2017 I received a notice from the company stating that {$200.00} of the dispute were found to be valid charges. The notice stated that my account would be charged for the provisional line of credit. The remainder of the charges ( {$110.00} ) were found to be unauthorized and the line of credit is made permanent. I am enclosing pictures of my letter of dispute as well as the notices I received. None of these charges were made or authorized by me. XXXX of the charges that was found to be unauthorized was made to the same merchant on the same date as the charge that was found to be authorized. I have contacted my card company concerning the results of their investigation and the representative insisted that the charge was valid and that the investigation is closed and ca n't be reopened. The representative informed me there is nothing else I can do. I then requested the account be closed, which they obliged. I do not want to be charged for purchases that I did not make or authorize.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-30

Spring Hill, FL

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: Hello, You helped me obtain a refund from Netspend for {$14.00}. Unfortunately, their check bounced. I was charged a {$12.00} fee by my bank. This unusable card has now cost me {$26.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-29

South Point, OH

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: Approximately XXXX / XXXX / 17 I tried to deposit cash to m y Netspend Card and was unable to was told card was blocked. I called Netspend got customer service rep who must have been in another country unable to communicate well. She said something about card blocked suspicious activity and asked about some charge and I replied there was nothing wrong my balance was correct and I wanted to add funds. She said ok there is fraud card is cancelled and I kept trying to explain but it was obvious she was reading from a script. No matter what I said she had same answer. So I got frustrated said cancel the card I will never use Netspend again. The around XXXX / XXXX / 17 I won money at XXXX and the have policy the first {$50.00} of winnings has to go back to debit or credit card in the last 30 days. So {$27.00} of it was credited to my cancelled debit card. So I call ed Netspend and they first said there was only {$13.00} not {$27.00} then said I would have to get a n ew account. I told them I would never give them another dime to send me a check and they said I would have to pay {$5.00} to get a check so I hung up and wrote a letter explaining I was going to contact every appropriate state and federal agency concerning their actions. I have never got a reply. I looked online today XXXX and see they have charged me {$9.00 } ( XXXX ) 3 times since I told them to cancel card and send me my {$27.00}. They say I owe them {$2.00}. How ma ny 100,000 's of other people are Netspend doing this to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-29

Jacksonville, FL

Unauthorized transactions or other transaction problem

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

Complaint: XXXX XXXX , there were several unathorized transactions made on my card through online. I have recieved XXXX out of the collective XXXX dollars but i still to the date of XXXX XXXX 2017 have not recieved any of my paperwork to file a dispute nor have i recieved the remainder by which the company aceelitecard.com has failed to provide as a record. The company is constantly tellibg me that the investigation is pendind the first time i believe they told me it wou ld be 7 to 10 business days, then after calling and questioning they ended up stating it would be 30 busin ess days now as of XXXX XXXX , 2017 im told its probably going to be 90 business days. This is really been a convience to me for the past 2 months and it also raises an eyebrow towards speculation that maybe over this entire period of time possibly little by little my account has been jeapordized. Could someone please help me as i XXXX XXXX am fed up with the lack of customer service priorty. 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

2017-05-25

Lk Buena Vis, FL

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: Received by mail an unsolici ted Mastercard ( Prepaid ) card from Netspend. T his was not requested. The card is a prep aid Debit card that requires the holder to file Social Security and bank account routing numbers to Netspend, w hereby they will then charge the holder a monthly fee of {$5.00} to handle funds. I have been advised th at XXXX sold off this service to Netspend, which is now simply mass mailing these Mastercard products t o unsuspecting people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-23

Federal Way, WA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I woke on XX/XX/XXXX to a text message from Net Spend XXXX XXXX detailing there is a problem with my debit card, please call before using the debit car d. Two and a half hours prior to this text the monthly {$5.00} fee for my Elite a ccount benefits ( overdraft, cahs back, ect. ) was deducted from my account. I called and was notified that my account had been closed due to the other name on the account being deceased. I had reported XXXX XXXX deceased the first time in Fall of XXXX , and have repeatedly requested the removal of his name over the past 3 years. Each time I was told " It is ok, do not worry, but we can not remove his name. Just ignore it. '' I did, but now I am cut off from my money. I am being told that I must purchase a new card at my own expense, wait the month long waiting period for my account benefits to be reinstated, and the 7 years of customer history is now gone. My money is still in the closed account, and I am not being offered a way to get the money other than a check in 14 days. My auto-pay for my rent is du e in four days, infact all my auto-pay bills are due on the XXXX of each an every month. I was not provided any warning to prepare for this closure, and now I could face eviction due to my rent being stuck on this card. I do n't have the cash on me to purchase a new debit card. I asked about sighning up for one online, and was told no. I was told that I must purchas e one in a ch eck cashing store at my own expense. I asked about transfering the funds to my XXXX College debit card that is still active, and they refused. I am told simply, " We have closed the account due to the deceased person on the account, and we will not be able to rectify this problem in any way, shape, or form. '' After two and a half hours I was hung up on by the company. The account is also locked online and I have no access 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

2017-05-20

Camp Springs, MD

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

2017-05-19

Euclid, OH

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem with direct deposit
Complaint: I had a Netspend account since XXXX XXXX . I had no issues with them until this paycheck did not come into my bank account via direct deposit. Beforehand, I have overdraft with their card and was not able to pay it back until I got this job I am working at now. I am supposed to be pay by the latest Friday at XXXX ( XXXX XXXX XXXX ) and I still have not received. I called Netspend on Thursday to verify if my account is active and in good standing and I was told that it is. When I ask about my direct deposit for work, I was told they can not access that 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

2017-05-18

Thompsons Station, TN

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
Complaint: To whom it may concern My name is XXXX XXXX on XX/XX/XXXX I reported my bank prepaid card messing. To net spend that uses the name of XXXX XXXX XXXX telephone XXXX, and filed a complaint which number is XXXX. Two weeks later I called back on this case and after the customer rep looked over my account she found more un arothorized charges a total of XXXX. Which she had to open a separate dispute claim number XXXX on XX/XX/XXXX. On XX/XX/XXXX, I was paid back on the charges of the first claim. On XX/XX/XXXX, I received a letter back stating that since I had not reported these transaction before 120 clander days that it was my fault and I sent them an email witch I have copied and added to this complaint as shown below XXXX XXXX XX/XX/XXXX to XXXX. My name is XXXX XXXX here is the dispute form I filled out there are still more charges I need to add to it for I ran out of room to place them. XXXX to XXXX on XX/XX/XXXX @XXXX XXXX, XXXX at XXXX on,XX/XX/XXXX @ XXXX XXXX XXXX, XXXX @XXXX onXX/XX/XXXX @XXXX XXXX, XXXX @XXXX on XX/XX/XXXX @ XXXX XXXX, XXXX on XX/XX/XXXX to XXXX @ XXXX XXXX, XXXX to XXXX on XX/XX/XXXX @ XXXX XXXX, 3 Attachments XXXX XXXX XX/XX/XXXX to XXXX. On XX/XX/XXXX @ XXXX XXXX, central time I called in and spoke to a customer service rep named XXXX ID number XXXX to let her know of three charges that were placed on dispute case number XXXX, to XXXX XXXX and 2 in XXXX XXXX I did and was not supposed to be in dispute case. Open going over the names on dispute XXXX found that other charges dating back more than a 100 days was also made from XXXX and XXXX after adding them up she came up with a total of XXXX made to these two places where she filed a dispute claim number XXXX reference number XXXX and after the dispute she filled she informed me that since most of this two new charges she filled dispute was over a 120 days old I needed to send in another dispute letter explaining why I did not dispute this transaction I did not know about them or that they was made or i would have disputed them. I am grateful that XXXX found these charges. She has been the first customer Service rep that has gone out of her way to let me know or ask if I did these charges. I did not write down the date or time all these charges were made to these two company all i know is I did not do them. Thank you again for your time and you help Then Two days later I received a letter saying they will be paying me back XXXX cents back of the XXXX cents which some of the charges they are giving back was more than 129 days old so, I called them and asked why are they picking and choosing what ones to pay back as you will see the charges all of them and then they tried to tell me that the money I got was on the claim number XXXX when it was the claim number XXXX. I also was told when I called on the 2nd letter on the claim XXXX that someone from the claims dept. would be calling me before the end of the business day. 24 hrs. after told this I called and was told that they had 2 business days to call me and 2 weeks later no one from claims dept. has called so I called back. And that was when I was told I had already been paid back for charges. So, after specking to better business beau which I have filed a complaint with them too I was told to call the General Att. General Att told me since it was a pre-paid credit card to call you guys and I talked to a rep Name XXXX and he walked me thru the steps of what to do. And what I would like to resolve this and I told him I want the full amount that I am owed nothing else. I do have your fax number where I can send copies of the two letters with the charges I did not do or okay to be done
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-12

Fort Myers, FL

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

2017-05-12

Pleasanton, CA

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-12

Everett, MA

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

2017-05-11

Hamilton, 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

2017-05-09

Marysville, 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

2017-05-09

Little Canada, MN

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit 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

2017-05-05

Quincy, FL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

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

Timely Response

2017-05-04

Cucamonga, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I opened the account in XXXX XXXX 2015 with the promise of a promotional deal to deposit {$20.00} and receive {$20.00} . I confirmed that the account had {$40.00} soon after. I did not use the account as there were fees to check balances, withdraw cash and other assorted fees. I let the account sit for a long time unused. I received a new debit card in the mail recently and thought it was an updated card. I activated the card and noticed a XXXX balance. I called the company on XXXX to dispute the balance. They informed me that this wa s not the same account. I asked about the old account and they informed me that it was also at a XXXX balance. When I inquired as to why, they informed me that because the account had sat unused for more than 90 days, there was a {$5.00} account maintenance fee that was charged every month. When I asked why I was not contacted prior to this starting, they informed me that it was " on the box for the card ''. I have no idea what that means. I assume they are implying that it was on the terms of service agreement. In any case, I asked to speak to a supervisor and was told the same thing. I was not contacted once about this monthly maintenance fee nor about the requirement that the account must be used every 90 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-01

Warren, RI

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: I have not applied fo r a Mastercard from NetSpendSmallBusiness.com, but I 've received one in the mail. I do not want the card, nor do I w ant them to mail me any additional cards. It is my understanding that sending a person an credit card that they did not apply for is illegal. There is a number on the card to " activate '' it, XXXX XXXX . The number also appears on the back. I called the number, not to activate it, but to complain. My only options were to activate it, or provide them with my social security number, which I was NOT going to do. I feel t his may be a scam. I have had trouble with the risk of identity theft, and my credit is frozen. They should not have been able to process a card for me. I 've called XXXX , and there have been no inquiries by this company. These people should be held accountable for breaking the law. My name is XXXX XXXX . My telephone number i s ( 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

2017-05-01

Main Office, VA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: Lost wallet, reported and closed card on XXXX XXXX XXXX Contacted Net spend due to amount being charged for replacing card {$10.00} Website states account can be closed and fee of {$5.00} would be charged ; check woul d be issued XXXX business days. Account cancelled and check # XXXX processed XXXX XXXX XXXX Amount of my check : {$1500.00} Advised to wait XXXX business days Time framed passed and I was advised to allow 5 extra business day for check to come. Was told by supervisor named XXXX that if check was not received ; to call back and have check cancelled Check would then be cancelled and reissued in XXXX business days. Called today XXXX XXXX XXXX and was told I would have to wait XXXX more days. This situation has cause tremendous stress on my finances, me and my unborn child expected to arrive any day now. Please assist me on what to do.
Company Response: Closed with explanation

Timely Response

2017-04-30

Tacoma, WA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: NETSPEND WILL SLANDER YOUR NAME. They ca n't use the same verification process for everybody for whatever reason, and will allow ANYBODY to open an account under your identity without proof. They will then force you to claim ownership of anything made under your name, but due to discrimination, they will not allow you to gain access to information, submit fraud claims against problems, nor will they treat you with respect during customer service calls that you 'll have to place weekly for 7+ months before seeing ANY progress made. Do n't worry out of curiosity, even after all that, you 'll still leave with unsolved problems, Recently hired a lawyer to consult me through my problems with Identity theft and I 'm finally figuring out who was helping my name become compromised! Netspend has recently had to send multiple checks to me in order to refund MY money that was placed in their " bank '' with trust. It to over 7 months ( and weekly unsatisfactory phone calls ) to receive {$590.00} of my remaining balance after they decided that closing out accounts with money still in them, Lying MULTIPLE times of the whereabouts of MY money and treating me with utmost disrespect and condescending nature about fraudulent accounts opened under my name with no verification process would be easier than just doing what real banks do and VERIFYING IDENTITIES, I called to ask for information. Since I have been fighting Identity theft for quite some time now, I 've dealt with multiple companies, but Netspend was the first to know when I reported fraud before I even knew what was happening and yet, they seem too eager to hire inadequate employees who ca n't verify your information, but can allow an account to be opened without your knowledge, approval or authorization. They allowed FIVE accounts to be opened under variations of my name. Some of which, did n't even have an email address, but were pinned to my name and " verified '' with my STOLEN ssn. It 's crazy how little security goes into opening accounts, but they have all the security in the world to protect information used to commit fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response