NETSPEND CORPORATION

2017-04-07

Federal Way, WA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: I filed my income tax return via XXXX. I was offered to receive the refund via a debit card through NetSpend. I activated the card in a timely fashion but the money was never put on the card. NetSpend is impossible to get through and charges a {$.00} charge just to contact them. They have a phone system that is impossible to get through and get information and least of all talk to a person to get the matter settled. At any rate, they have my tax refund and there is no way for me to get access to the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-05

OK

Fraud or scam

Prepaid card: Payroll card

Complaint: I have a skylight payroll card. In the paperwork it ststes if you use their ATM there will be no fees. Yet when i used it to check my balance it charged me a XXXX every time. I used an ATM out of their network and wasnt charged a XXXX. There are checks with this pay card that can be used to take your paycheck off the card all at once that you 're supposed to go to XXXX or XXXX to cash. Yet when i tried to use th8os service NOWHERE will cash them anymore. So i called the contact number to cancel the check and have the money put back on the card. They told me it would take 3 business days to put the money back on the card. After 4 business days it still was n't there and i got evicted because of it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-04-05

Atl, GA

Unauthorized transactions/trans. issues

Prepaid card: Government benefit payment card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-04-01

Greenwood, CA

Fees

Prepaid card: General purpose card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-31

Ladies Island, SC

Managing, opening, or closing account

Prepaid card: General purpose card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-30

Mount Carroll, IL

Managing, opening, or closing account

Prepaid card: General purpose card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-28

Washington, DC

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-28

Rochester, OH

Using a debit or ATM card

Bank account or service: Other bank product/service

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-28

Florence, AL

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-27

N Hollywood, CA

Managing, opening, or closing account

Prepaid card: Payroll card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-27

Newark, CA

Unsolicited issuance of credit card

Credit card:

Complaint: I am XXXX. We received an unsolicited credit card for one of our students. She is a minor and did not request it. Her household also received an additional credit card, addressed to someone who does not live there.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-23

Birmingham, AL

Managing, opening, or closing account

Prepaid card: Government benefit payment card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-20

AK

Application processing delay

Credit card:

Complaint: I started to activate my card and the customer service rep Asked my address which I gave and she said that is a XXXX which Which was not allowed and I said it was on all my paperwork License etch. She no, I paused for minute to think if I should use Use my current address or my mothers as I was going there Because she XXXX. Needed the card to purchase airline tickets as I don'tLike to use my bank debit card online. I wanted to think for a moment so I asked if could phone back And she said yes no problem Not bothering to tell me they Were in fact. Closing for the nite. I tried to get refund from XXXX .they did not care would do nothing. I tried to activate online, no luck. They froze my account and the XXXXin it I have sent them by fax, my drivers license, state id, social Security card, voter id, XXXX id, letter from Alaska DHS, A latter from my bank And they still have not activated my card I told my mother XXXX they do n't care My mother XXXX tonite and XXXX the The card is Netspend Stay away!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-19

Federal Way, WA

Fees

Prepaid card: General purpose card

Complaint: When first opened the account there was a preference about whether I wanted to be on fee plan or pay as you go I check the box next to fee plan as I did n't want the pay as you go as it is costly. I looked at my statement on XX/XX/2017 because some transactions were not charging right and noticed they put me on pay as you go when I specifically asked for fee plan so I was charged over a {$100.00} in fees last couple of months. I quickly went into their site and made sure I was put on fee plan once again so far it is still what I requesred. Plus I made complaint to their site and someone who sounded more like a recorded message sent me a message stating what I did again yesterday in picking fee preference again but did not even address my issue with their sites mishap in first place in placing me on pay ad you or offering any kind of remedy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-19

Phoenix, AZ

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: On XXXX/2017 I was admitted to the hospital with a XXXX. for the next 2 days I was very much out of it not even knowing what day it was or what was going on around me from all the XXXX I was given. was released on XXXX/2017 around XXXX. When I got home and realized I could n't find my debit card I right away called customer service reported it stolen and told them ( I have a Netspend prepaid card ). I had the card cancelled and a filed a dispute over the transactions that had occurred during my hospital stay. I was told 7-10 business days. So I waited. This past Tues XXXX I called Netspend to check the status and was only then told that a letter stating the claim # and Ref # and all charges being disputed had to be submitted. I sent the letter as requested. On the 10th business day which was Friday XXXX/2017 I again spoke to customer service they were not very helpful so I asked for manager. I explained the situation again and he looked over my file. He said that no provisional credit would be loaded to my account because their dispute dept. had decided that I had benefited from these transactions. I am out XXXX and have had to make multiple calls and been put on hold for long periods of time. I was never asked for any other documentation except the dispute for letter with the dates and claim #. On Friday XXXX/XXXX/2017 in late evening I received a response stating no provisional credit would be applied to my account. I again called and s poke to manager who sent an e-mail to that departed requesting the reason and what documents did they base this denial on. I ask how could they deny something like that when I was admitted thru the ER not even knowing what day it was. I have been a netspend customer for several years. I have never filed a dispute before. This has been such a hardship on me that when I was released on XXXX/2017 and learned of my card which only made things worse as I was released in the am of the XXXX and ended up being readmitted. I asked how I could have benefited from these unauthorized transactions seeing as I did n't even know what day it was nor could I have been at any of the locations where my card was used. The manager did not have an answer for me. I have never been treated in a way that has made me feel insignificant. The cameras at the ATM s will clearly show that I was not the one removing money from my acct. I am beginning for some help with this issue. The are FDIC insured which is set up that way specifically to help customer If these things happen to their money to protect their money I would like some help resolving this issue
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-17

San Gabriel, CA

Advertising, marketing or disclosures

Prepaid card: General purpose card

Complaint: Received Netspend deceptive mail with read debit card. Says to activate like I signed up for a card. Then says it 's like a checking account with routing number. Had to search the internet to find out about this company. Fees are ridiculous as well. EVERYTHING you do have a fee. No banks or credit card companies do this, no one would have any money left.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-17

Aurora, CO

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-03-15

San Diego, CA

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-15

Stevenson, MD

Fraud or scam

Prepaid card: Other special purpose card

Complaint: I received a Netspend Mastercard in the mail. I never ordered it. I called the number on the card and spoke to someone in the XXXX who said I should just throw the card away. That is pretty bad advice since anyone who finds the card could activate it. I am appalled that they sent a card that was never requested. This is an invitation to identity theft. It was very difficult to even get a person to talk to because the automated system kept asking me for my social security number and date of birth because it did not recognize my account because I did not activate my card. I did some research on line and there are lots of complaints from people who received a Netspend card and did not request one
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-11

PA

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: Received an un-solicited card in the mail. Could not reach a person to resolve the matter. All calls went to machines.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-11

Main Office, VA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: My son received an UN solicited debit card in the mail today ( XX/XX/2018 ) from Netspend. ( issued by XXXX ). The fine print says that that he received the card/ " We received your name and address because you indicated interest in receiving offers similar to this one. '' My son did not/ has not done so.The additional fine print says " To decline this card offer and/or opt out of future mail offers from us, call XXXX, e-mail consumer XXXX, or write to : XXXX, TX XXXX. Please allow 30 days for processing of your request. '' Please advise as to my son 's recourse in this matter. I want to decline/ ignore this UNsolicited " offer '' but we do NOT wish to " play their game '' of having these scammers continue to bother us. Thank- you for your prompt attention and action on this matter. Sincerely : XXXX ( fatherXXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-07

Paw Paw, MI

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: I was XXXX and when I got out I went to check my balance on my card and I looked online and it said that someone had ordered a new card while I was XXXX and spent all the money off of the card I filed a dispute as soon as I found out I sent in proof of XXXX and they said that they did n't believe I was XXXX that they called the XXXX and they just said I was n't there which is it said that someone had ordered a new card while I was in XXXX and spent all the money off of the card I filed a dispute as soon as I found out I sent in proof of XXXX and they said that they did n't believe I was XXXX and they 're refusing to pay back the money they 're saying I thought they 'd think I was in the hospital.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-07

East Orange, NJ

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-06

Bremen, GA

False statements or representation

Debt collection: Credit card

Attempted to collect wrong amount
Complaint: On XX/XX/XXXX I purchase a prepaid Visa NetSpend credit card at the corner Check Cashers close to my home after arriving back home I attempted to activate their credit card where I was placed on hold a number of times after 45 minutes a representative informed me that my card can not be activated due to a past due delinquent account with the same company " net spend '' which they indicate {$1000.00} purchase at XXXX in XX/XX/2016 I have never had a card with this company not credit nor prepaid '' and I do n't understand how you can have a balance on a prepaid card also listed under their terms and conditions you must have a direct deposit set up on ur account '' to even be allowed to overdraft I 've. I 've never had the direct deposit anywhere ever '' paid in cash. I literally stayed on the phone with these people for two full days being placed on hold being hung up on twice being rerouted to other operators itwhomwas unfamiliar with the situation '' I demanded the release my money and activate the card however that did n't happen they just took my money {$180.00} and they 're only concern was to convince me to pay the remainder of the XXXX they said I owed they could not disclose to me the location or phone number or any contact information of this XXXX where they indicate I may day {$1000.00} purchase '' I do not owe this company I 've never had an account with this company. I have never had a direct deposit with any company '' they 're just trying to shut me out of my money also upon investigating on the internet n read how they are currently involved in a class a lawsuit filed back in XX/XX/2016 for basically the same scenarios stealing money from card purchasers the company reacted to me in a manner as if I was a thief and they were a victim when I was the victim all I know is this has been a nightmare I simply just need my money back that they took for no reason please help thank you for your time and consideration
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-03

CA

Unsolicited issuance of credit card

Credit card:

Complaint: Today I received an unsolicited business debit card in the mail from a company named netSpend in XXXX, TX. It has a MasterCard logo, 16-digit account number, expiration date, and 3-digit security code. I called the number listed in the accompanying letter to opt-out but there was no option to speak with a human and every other action required entry of a 16-digit code or SSN so I hung up. I have never done business with these people, am not interested in their products, and the unsolicited card put me at risk for identity theft and credit card fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response