NETSPEND CORPORATION

2016-11-15

Las Vegas, NV

Other

Credit card:

Complaint: i called to report my card was fraudulently used. Later to find out it was a vendor from online and we worked it out. however. the card had been cancelled and i waited for a replacement. the replacement card arrived. it could n't be activated. the card issuer demanded license and ssn card copies. THIS IS ILLEGAL. the id i can see. the ssn card is illegal to ask for. I did n't use that card to open the account. it should n't be required now that they have my money. I have been kept from viewing my credit card histories online. charged when i want to find my balance. my rights are being stepped on. I demand action against XXXX and ask that they be shut down permanently for unbusiness like conduct.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-11-09

Beaumont, TX

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

2016-11-09

Columbus, OH

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

2016-11-09

CO

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I while trying to log on to my Pre-Paid Visa account with Ace Elite/Net Spend, with my card ending in XXXX, I forgot the password and as usual went to the lost password link, I then entered the information and was sent via my e-mail a temporary password, but when I would go back and enter it in, I would receive a " account locked '' message and for me to call the toll free number, I do and then am told it is unlocked, I even received an e-mail that my account is unlocked, but then when I attempt to do the same function, the same message shows, this went on many times over the course of 2+ days. I sent Ace Elite a e-mail about the troubles and it was signed by a " XXXX '' that passwords and user names are case sensitive and that for me to try it again, this time I tired to guess the password and the same message appeared that my account is locked. I receive my Social Security benefits : SSI and XXXX with this card and did get fed up and I went into the Social Security Office to change my direct deposit canceling Ace Elite/Net Spend and picking up the official debit card for Social Security ; XXXX XXXX but I still need to get into account to print statements, can you help me as I feel this is no longer a professional and business experience with this company and I need outside intervention. My Social Security Number is : XXXX My Date of Birth is : XX/XX/XXXX My E-mail Address under the card is : XXXXXXXXXXXX Account Number : UNKNOWN Dear Cardholder, Thank you for contacting NetSpend Customer Care! I am sorry to hear that you are having problem accessing your online account. Please note that your username and password are case sensitive. If you have forgotten your username or password, please click the " Forgot Password '' link located below the password box. You will be asked to answer a few security questions and then, you may create a new username or password. Once you do that, you will be able to login to your account. Furthermore, I am unable to locate your account with the information provided. If the troubleshooting steps above do not work, I suggest that you call our Customer Care line so they may assist you further with this matter as I am unable to do so via this email conversation. I apologize for any inconvenience this has caused you. Thank you for choosing NetSpend. Have a great day! XXXX Customer Care Specialist
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-11-07

Miami, FL

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

2016-11-07

Lewis Center, OH

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

2016-11-03

Arlington, VA

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

2016-11-02

NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I am an attorney with a law practice in XXXX. I am familiar with fraudulent offers, etc. Recently I found out through my CPA office that someone fraudulently filed an federal income tax return for 2015 to claim my refund. Fortunately the IRS picked up on this and with their help, today over the phone the fraudulent return was denied. About two weeks ago, I also received what appears to be a fraudulent offer from netSpend, XXXX, TX XXXX. They sent me, without my applying, a debit XXXX card in my name with instructions on how to activate it and to have money placed in it directly from my employer. I am hopeful I can attach a copy of the flyer to this complaint. If not, I would like to send it to you at some point. My wife and I both checked online and found numerous complaints about XXXX 's bad business practices. There was even an instance where the owner of a card that was not activated, was charged fees on his card and it was reported to a credit bureau that he had an outstanding debt to the netSpend. I tried calling their customer service number and could not speak with a live person. They only wanted my social security number or the card card account activated, both of which I refused. I want this card account terminated so that no charges or fees can ever be placed on it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-28

East Barre, VT

Overdraft, savings or rewards features

Prepaid card: Other special purpose card

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

Disputed: No Timely Response

2016-10-25

Hazlehurst, GA

Unauthorized transactions/trans. issues

Prepaid card: Payroll card

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

Disputed: No Timely Response

2016-10-24

Garner, NC

Using a debit or ATM card

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

2016-10-22

Federal Way, WA

Unsolicited issuance of credit card

Credit card:

Complaint: I got a credit card that i did not solicited for. It is in my name and from netspend. I researched on internet and there are many many complains and some start in 2008. This is scam and nobody seems to can stop them
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-21

Lewisville, 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

2016-10-21

Winton, CA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: I have prepaid visa card Netspend account. I 've had this account over a year with no issues. I get my paycheck direct deposited to it.within 2 hours of the last direct deposit there was a {$300.00} physical atm withdrawal taken from my account in a location very far from me. and another transaction in the same amount in what appears to be XXXX. I filed a dispute claim right away and was told their investigation would take 10 days. it has now been ten days. I contacted them and was told I would get an update in 3 days. they still have not credited my account and I am acquiring late fees and facing shut off notices. this was XXXX of my paycheck and I am at a loss with no money to survive on and no information that this is getting resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-21

Lafayette Hl, PA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I lost my Netspend Debit Card back around XXXX 2016. I then discovered that XXXX unauthorized transactions were made. I immediately contacted Netspend Customer Service. The lost card was deactivated and an " investigation '' by Netspend began. I was informed by Netspend on XXXX XXXX 2016 that I will not be refunded the unauthorized transactions! They gave a lot of double talk as to why they made this decision, but at the end of the day, that money was stolen from my account, and the money is not Netspend 's but mine. So, I called the Customer Service number, and asked to speak to a Supervisor about this claim. I made a total of XXXX calls to Netspend. Each time I spoke to the Representative, I had to explain this claim, then they attempted to connect me to a Supervisor which never happened. XXXX XXXX @ XXXX-was on hold for 52 minutes XXXX XXXX @ XXXX, on hold for 10 minutes XXXX XXXX @ XXXX, on hold for 3 minutes XXXX XXXX @ XXXX, on hold for 21 minutes XXXX XXXX @ XXXX, on hold for 34 minutes Note, again, that I never got through to speak to a Supervisor about this claim. I have been in the XXXX for over 18 years ( XXXX ), and this ranks in the top XXXX, the worst way to handle a Customer Compliant. The sad thing is the amount is only {$250.00} that needs to be refunded, and the transactions were not authorized by me. Last, I placed a call to Netspend ; s Corporate Office on XXXX XXXX, 2016, but had to leave a voice mail message!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-20

Harrisburg, PA

Managing, opening, or closing account

Prepaid card: ID prepaid card

Complaint: Brinks Prepaid MasterCard failed to replace a stolen card and refused a deposit under the XXXX act of 1999
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-20

TX

Adding money

Prepaid card: General purpose card

Complaint: Put money on card and now the card is not working and I am out of town
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-19

Chicago, IL

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I was sent a unsolicited pre-paid Mastercard Debit with my name on it from an organization called netSpend, XXXX XXXX XXXX, XXXX TX XXXX, supposedly associated with a bank named " XXXX '' I did not ask for or apply for this card. It appears to be a fully functioning card ( except for activation ). I do not want cards that are linked to my identity being sent out without me having applied for or requested a card. I see this as potentially putting my identity or my financial security at risk. This is a lousy practice and should not be allowed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-18

Boulder Hill, 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

2016-10-17

Peabody, MA

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

2016-10-16

Murray, UT

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: This is regarding Netspend which offers XXXX dollar bonus to XXXX the referrer and referee when the referee orders a new card and loads it with XXXX dollars. I have been refered by my friend and I have ordered new card and loaded that card as well with XXXX dollars and satisfied all the requirements for the XXXX dollars bonus which never got credited. I have been calling customer care representatives multiple times and every time i get an assurance that my card will be loaded with the bonus. However, it never happens. I have contacted at least 10 times to customer services of Netspend and every time they assure me that I will get the bonus by next day but it never happens. I have met all the requirements for the bonus but we have not received the bonus.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-16

Phoenix, AZ

Overdraft, savings or rewards features

Prepaid card: General purpose card

Complaint: I had an issue with my account due to a duplicate transaction. The credit card company charged me an overdraft fee and assured me that it would be refunded once the dispute had been resolved. Once the dispute was resolved I noticed that the overdraft fee had not been refunded. I contacted Netspend to make them aware of the issue and both agents were rude and unhelpful. At one point of the call the representative told me that she would have to hang up because the call was taking too long. I then asked to speak to a supervisor for further assistance. Netspend is telling me that they refunded the money, but when I ask them to walk me through it they wo n't. The information I have online does not match what they have in their system. They claim credits have been issued to my account that I can not see. I do n't think that this is fair to me as the consumer, I also do n't like how the customer service reps treated me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-14

Woodland, WA

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2016 I attempted to use my debit card to purchase gas for my car and it declined. When I called the debit card customer service line, they informed me that there was a fraudulent transaction for XXXX dollars and some change. I was then told that my card was indeed blocked and that I would be mailed out a new card in 2 business days. I also advised that my online account could not be unlocked until I received my new card. I then called back on XXXX to be transferred to the fraud department. At this time I was told that my card would be mailed in XXXX to 10 business days. I called again on XXXX to make sure my card was mailed out and to ask about automatic payments i have leaving my account. I was assured that my account was blocked and no one could charge my card. On XXXX when I called I was told again that my card would be mailed in XXXX to 10 business days. I was also told that my card had been charged the remaining balance to XXXX dollars fraudulently. I asked the representative how this happened as I was informed on XXXX that my account was blocked. The Rep. then transferred me to their fraud department to seek more information. I spoke with a gentlemen in the fraud department that then advised me that I was not the person my account stated I was. He stated that public information and my account states that I am a woman and that he did not believe I was who I had said I was. Again this is after I verified all the information that was asked of me several times and after I was given access to my online account after the bank blocked the account. The fraud representative asked me to verify my last XXXX digits to my cell phone and then he would call me back to make sure I was who I said I was. He hung the phone up and never called me back. I am now being told that I can not file a fraud claim on the over {$400.00} in fraudulent transactions that were made on my account because the bank refuse to acknowledge that I am the account holder even after I verified all the information needed to access my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-09

Church Point, LA

Fraud or scam

Prepaid card: Other special purpose card

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

Disputed: No Timely Response

2016-10-07

Greensboro, NC

Unauthorized transactions/trans. issues

Prepaid card: Government benefit payment card

Complaint: Netspend charged many fraudulent charges to my prepaid card. I had XXXX cards. XXXX for social security disability payments and XXXX for my tax returns. NetSpend did not release Social Security payments after they were in pending status for days. They then merged the XXXX cards together without my knowledge. I could never get statements from them. The customer service reps were literally laughing at me. I contacted netspend and requested my statements in XXXX 2016. I was first told that I would have them in XXXX via e-mail. I was also informed there were y cards in my name. That was impossible because I had XXXX cards that I kept for a short time due to all of the problems this card caused and due to the fact that they were stealing money from it. I spoke to XXXX XXXX who requested my personal information. I did not want to give it to him due to the identity theft I was already facing. That day I did provide it to him personally. He again tried to give me the run around. In reference to the social security payments, several of them were for XXXX dollars. The social security administration has stated the correct amounts were sent to the bank. I even have a statement from the senator stating the same. At any rate, XXXX assured me I would have a response for all of the fraudulent transactions within 10 days. It has been longer than 10 days and I have not received a response to e-mails or telephone calls. I even e-mailed people in the corporate offices and no response at all. It is a great deal of money they owe me. I have spoken to the secret service and the department of justice consumer protection unit, and the Attorney general who looked at the package and told me if they did not make good on all of the charges, law enforcement would get involved and not only will XXXX be responsible for all of the money owed, but also damages. Pain and suffering etc. XXXX card I was told was closed due to suspicious activity. I am wondering why I never knew about this or the card. As far as their XXXX liability charge, I expect that to be waived as a courtesy for all the fraud I had faced as a result of their negligence. I should n't have had to wait XXXX tens days let alone not hearing anything or receiving any form of correspondence after the 10 day period. It would seem to me that they would at least update as to where they were in the process. When you and all of the others received the package, it is plain to see it is basically all fraud. I was even good enough not to include items that I was not 100 % sure of though I am certain many of them do not belong to me. Especially seeing as how I could never use the card because it always had insufficient funds. Unfortunately, like every other financial institute NETSPEND is a liar. Why they do not have customer service representatives who speak English is far beyond me. The people they have you can not understand and they are very rude. The XXXX representatives were literally laughing when they would not release the payment in the amount of XXXX. I needed that for rent desperately as I was facing eviction with my XXXX children and me being XXXX. Well, we were evicted and NETSPEND did not XXXX. This company is full of crooks and they will be made to pay the funds back if they choose not to on their own. I will try my best to put this company out of business. Lord knows they have enough complaints. How are they even still in business. Customers complain so much about the same exact issues and no one has done anything about it. I will. A lot of money was stolen and my children deserve that money. NETSPEND is uncaring and they lie.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response