NETSPEND CORPORATION

2017-01-20

Eddyville, NY

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

2017-01-20

Bossier City, LA

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

2017-01-20

Brooklyn Heights, MO

Overdraft, savings or rewards features

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

2017-01-19

Philatelic Center, CA

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I lost my Ace Elite prepaid debit card on XXXX XXXX. On the same day, I contacted customer service at Netspend Corporation, the company that sponsors the card. I requested that the card be cancelled and that I receive a new one. I was told by the customer service representative that a new card was being sent and would arrive in 7-10 business days. When the card did not arrive on the tenth day, I placed another call to Netspend, informed them that my card never arrived. The customer service rep checked the address, and realized that the apartment number had been left off. The rep then promised to send another one in 7-10 days. I informed her that I had just waited ten days, and that I was not willing to wait another 7-10 days to receive my card. I asked if they would be willing to expedite the shipping of a new card. She said that they could do that, but that I would have to pay a fee of {$25.00} for express delivery. When I inquired if Netspend would be willing to cover the {$25.00} fee since I had given my apartment number with my original address, and that they had left it out, she checked with a supervisor and then said, yes, that she could do that, and that my card would arrive within two business days. When my debit card did not arrive within two business days, I called back and was told that it had been sent out on Monday and would arrive the next day. Later, I called back when I realized that it could not have been sent out on Monday, because Monday was XXXX XXXX XXXX XXXX, a national holiday. When I called back, I was told that my card would arrive today ( Thursday, XXXX XXXX ). I asked the rep when the card was sent. He said that he did n't know. I asked how then did he know that it would arrive today. He simply repeated, " It will arrive today, '' and offered to give me a tracking number. At that point, I asked to speak to a supervisor. He put me on hold for 30 minutes, at which point the call was disconnected. When I called back, I spoke to a woman named " XXXX '' ( I assume that this was a fake call center name ). I asked her if she could tell me : 1 ) when the card was sent ; 2 ) when it would arrive ; and 3 ) what is the tracking number number for the delivery. In contradiction to what I had just been told, she said that they do n't have any information about tracking numbers, and that my card would arrive in 7-10 business days. When I pointed out that I had been told that the card was being sent by 2-day XXXX, she simply repeated 7-10 business days. Once again, I asked to speak to a supervisor, she said that no supervisors were available. When I insisted that she get a supervisor, she said that she would look for a supervisor. She then kept me on the phone for 20 minutes, at which point the call was disconnected. My entire paycheck is deposited onto this card through direct deposit. It is now three weeks since I lost my debit card, and Netspend keeps giving me the run-around. I have had to borrow money from friends to cover daily expenses. I simply want a new debit card so that I can make daily purchases and handle my financial responsibilities.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-19

Jackson, MS

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

2017-01-19

Bladensburg, MD

Adding money

Prepaid card: Electronic Benefit Transfer / EBT card

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

Disputed: No Timely Response

2017-01-18

Jacksonville, FL

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: On XX/XX/2017 a transaction was processed from my prepaid account in the amount of {$100.00} from XXXX. First and foremost XXXX should not have debited the account because I cancelled the scheduled payment however they were able to process the payment on a card that a fraud agent with Net Spend told me would be deactivated. Since I have contacted Net Spend several times to have the money put back in my account because it does not take a rocket scientist to see that with notes a fraud agent with their company told me the card would be deactivated and it was not. Therefore there should not be any question about the transaction because Net Spend 's risk management department informed me that once I activated my new card my old would be deactivated and no charges from that old card should take place. Taking 10 to 45 days to clear a dispute which was clearly their fault in not deactivating the card as I was told caused this transaction to go through.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-13

Sarasota, FL

Fraud or scam

Prepaid card: Transit card

Complaint: A Friend of mine gave me this Debit Master Card for a present. It has {$25.00} on it. To activate you have to call this number XXXX, but when you want to activate it they want your SS and Birthday. If you do not want to give that they told me they 'll send me a check again they wanted all kinds of info plus they where going to keep some of the money. Not sure it trust them. The card is throughXXXX by XXXX. Lady did not speak English well.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-10

Santa Ysabel, CA

Adding money

Prepaid card: General purpose card

Complaint: On XX/XX/XXXX my Paypal Prepaid card stop being able to transfer funds from my paypal to my prepaid card, it just says it is unable to complete the transaction, And today XX/XX/XXXX it is still in that same mode and getting the same error.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-08

Oceanside, CA

Fees

Prepaid card: Mobile wallet

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

Disputed: No Timely Response

2017-01-08

San Mateo, 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: Yes Timely Response

2017-01-05

Bonny Doon, 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

2017-01-05

Santa Ysabel, CA

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

2017-01-04

Lewisville, TX

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I have been with Netspend for over 2 years in which I mainly used for direct deposit from my company and to pay my rent. I had 2 inaccurate charges on my account so I disputed boh as suggested by the agents that assisted me over the phone. XX/XX/XXXX my account was closed without proper communication to me. I called them and asked why my account was closed the lady stated suspicious activity and stated a check will be in the mail and it takes 10 business days. XX/XX/XXXX my rent is due and then after the XXXX it 's considered late and an eviction can be filed plus late fees. I asked if the check can be overnighted to me but he company would not resolve the issue at all. I have XXXX small children and if I lose my place due to the wrong doings of this company then that would be very unfortunate on my behalf. Please assist
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-02

Weston, CT

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

2017-01-02

Charlotte, NC

Fraud or scam

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

2016-12-30

Sierra Madre, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I received XXXX suspicious emails from NetSpend regarding a debit card account that is held by a complete stranger. They refused 4 times to connect me with their Fraud Department in order that I may ask them to look into the matter. It appears that they are unconcerned with potential fraud within their accounts, and suggested that my local police should be responsible for any investigation. I consider this negligence on the part of NetSpend, and think they should be required to clean up their affairs!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-28

Sylvania Township, OH

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I have had an account with NetSpend Debit for three years. On XXXX XXXX, 2016 filed a dispute for an inaccurate purchase that took place on XXXX XXXX, 2016. Because I did not receive the product from the vendor. After 15 days plus, I was told that I was not going to receive credit for the amount disputed because the transaction was over 120 days. I requested to have a copy of the Statutes of dispute filing limitations of which I was refused. I received a call on XXXX XXXX 2016 from the NetSpend corporate office and was told that I was not going to receive credit or further investigation based on their policy of " Safe Harbor Law ''. My issue is that their is nothing in any of the marketing literature, documents that I signed in entering the agreement etc. I am demanding to have in document form the policy that states the statutes of filing disputes over 120 days based or due to the " safe harbor rule ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-27

Palmetto, FL

Fraud or scam

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

2016-12-27

Milwaukee, WI

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

2016-12-27

Chicago, IL

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2016-12-25

Reno, TX

Fraud or scam

Prepaid card: General purpose card

Complaint: I tried to send money abroad using XXXX & they would not allow me to do so. They returned my funds to my NetSpend prepaid M/C on XXXX, but NetSpend keeps giving me excuses to not put it back on my card. It has now been 10 days and they are still telling me I have to have XXXX fax to them on their letterhead a letter of cancellation of transactions, and they have done so at least 6 or 7 times, as well as keeping me updated on transmissions. They also tell me I can send them emails giving dates & times of the cancellations, which I did but they do not accept them either and I follow their instructions to a XXXX NetSpend now is giving me the same list over & over & we do what they say to do, but never acknowledges and returns my funds to my card. I was told by a friend they must be trying to scam & cheat me out of my money. I just need my money back on my card account. They have been using my money interest free for 10 days now and seem to not be too interested in releasing my funds back to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-23

Keyport, WA

Unauthorized transactions/trans. issues

Prepaid card: Government benefit payment card

Complaint: I noticed a few unauthorized transactions. they refunded me sum of the transactions, but no info on three atm withdrawls, they told me that they could not provide any info. I belive it was identity/use of card without knowledge. theywill not give me proof of findings, also they did not replace the disputied funds like they said in the trems of card poiciy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-23

Laredo, TX

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

2016-12-22

Tucson, AZ

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