NETSPEND CORPORATION

2016-10-05

Boston, MA

Balance transfer

Credit card:

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-10-05

CA

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I gave a NetSpend Debit XXXX card to my XXXX year old daughter as a gift. The amount I purchased was {$120.00} There was an additional fee of XXXX, so the total paid by me was {$120.00}. When my daughter called to activate the card the service representative requested her social security number and her drivers license number. She gave the service representative this information and only to be told that they could not verify her identity and the card could not be activated. Calls to NetSpend 's customer help line XXXX does not provide access to any customer service rep. The caller is cut off after a few minutes even after providing requested personal information. An email to NetSpends Customer service address has gone unanswered.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-05

Apple River, IL

Unauthorized transactions/trans. issues

Prepaid card: Government benefit payment card

Complaint: After 10 business days after filing my claim with Netspend they determined that there were " No Errors " The claim was for XXXX spent while I was incapacitated and the card was not in my possession and I provided proof to XXXX . I find it impossible to make a determination I 'm 10 days, I feel that the problem is the amount of the claim, that they have a problem with, after several attempts to call them, I get hung up on or am on hold for 10 minutes or more and have even talked to someone in the corporate office and they have even made notes on my account that Ithey spoke with me on XXXX/XXXX/2016, when in fact they did not.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-05

Greensboro, NC

Unauthorized transactions/trans. issues

Prepaid card: ID prepaid card

Complaint: I do n't know whether to put fraud or scam or unauthorized transactions because it is both. As I have several copies of all of the statements provided, I will send one to the Attorney General, the CFPB, the Department of justice and the FBI. Due to the dollar amount of this financial crime. After reading your response, I am livid that you suggest 11 payments came from The Social Security Administration that were in fact released to me. Here is the fact, the truth of the matter. I opened XXXX card specifically to receive my benefits payments. On month 1 which was XXXX XXXX, I was paid XXXX, which is short by {$110.00} with which the Social Security Administration states my whole payment was released to Netspend and they somewhere along the lines Netspend have helped themselves to the difference in payment. Then, the amount of XXXX was in pending status 2 days later. Again, short being my benefit amount was {$100.00} or so dollars higher. Netspend never released that payment as I called continuously, no one would help me. In fact, the customer service agents were literally laughing at the situation. In XXXX, there were approximately XXXX payments from The Social Security Administration were released. From what The Social Security Administration states, they were payments I had never received in the amounts of XXXX,XXXX,XXXX,XXXX, and XXXX. Those payments are all showing as XXXX dollars deposited to the card. Netspend is trying to make it appear as I received all I was supposed to. not by a long shot. In XX/XX/XXXX, I received my correct payment amount released to me on time. In XX/XX/XXXX, I no longer used the card. however, my dependents payments were applied to the card. I did call Netspend several times stating fraudulent transactions that I neither made or authorized. Their customer service is less than desirable. I then filed my tax returns for XX/XX/XXXX and I was given a Netspend card. This is card number of the only XXXX cards I ever had. Somehow, everything got merged onto XXXX card including my Social Security XXXX payments. I called with fraud related issues more often than not and they would do nothing!! on a few occasions, they did refund me some of the money stolen. However, not nearly everything. I stopped using that card as well and I was totally done with Netspend because of the awful service and the company itself was crooked and enjoyed stealing people 's money. When I stopped using card number XXXX I could n't imagine where the heck all of my money had gone. XX/XX/XXXX, after a lengthy hospital stay, i decided I would attempt to clear up the situation with the XXXX cards. This is where I learned about XXXX cards in my name. I never had XXXX cards, I had XXXX. And the XXXX I had I stopped using very quickly. At any rate, after getting the run around several times, sending their requested documents several times, being told some paperwork had come through blank and re sending directly to XXXX XXXX, I finally got the notification that they would be send ing me the XXXX statements. I was never informed of a paypal statement that they could not send. I wonder what erroneous charges are on there. I received the statements and I was horrified, livid, frustrated, you name it. I called XXXX XXXX for days and e-mailed him for days with no return call or e-mail. I went through the transactions and I highlighted only the ones I knew for a fact that were not mine. There are possibly more, but if I do not know I will give them the benefit of the doubt. XXXX sent me an e-mail stating I would hear something within 10 days. All I want to hear is they intend on making good on the fraudulent erroneous charges and the XXXX payments I never received. I do n't even know what the dollar amounts of the ones stating XXXX were supposed to be. I have e-mailed XXXX for an update, he has ignored me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-04

Masonville, NJ

Fees

Prepaid card: Gift or merchant card

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

Disputed: Yes Timely Response

2016-10-03

Jackson, MI

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

2016-10-03

Colts Neck, NJ

Unsolicited issuance of credit card

Credit card:

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

Disputed: No Timely Response

2016-10-02

Tarzana, CA

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: netSpend refused to activate pre-paid gift card, asked us to send them social security cards and marriage license in order to activate. This was all for a {$100.00} pre-paid card that was a gift. Froze account and refused to do anything unless we met their demands.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-01

Philadelphia, PA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I was sent an unsolicited credit or debit card from a company called " netSpend '', along with a direct deposit form " to give to my employer ''. The information in the letter I received contained active account numbers that were pre-generated " for me ''. I 've never contacted this company. I 've never filled out any forms requesting anything like this. I 'm not part of any program or institution that was acting on my behalf. This company just created accounts in my name without my permission and sent me the information.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-29

Cleveland, 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

2016-09-29

Petaluma, CA

Application processing delay

Credit card:

Complaint: I purchased a debit card loaded with {$150.00} from www.netspend.com. the card said ai had to call a number to activate it. After XXXX tries the recording said there was a problem activating it. I spoke with XXXX woman from whom I was disconnected. Another man connected me to a supervisor who told me the card was limited to instore transaction which I did not want and he could n't fix it, claiming it was irreversable. I was trying to get information and he hung up on me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-28

San Diego, 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

2016-09-28

Riverview, FL

Using a debit or ATM card

Bank account or service: Checking account

Complaint: My debit card was hacked and the perpetrators racked up over {$500.00} on my account. I immediately called and reported the unauthorized transactions to the card issuer the same day and was told I needed to wait until the transactions posted. I called the next day when they posted and was told I would qualify for a provisional credit if I sent a written statement disputing the charges. I sent the statement via email that day which was a Saturday and also advised I would be filing a police report with local law enforcement. When I called to file the police report, I was told by the XXXX XXXX XXXX XXXX XXXX that I needed an affidavit from the card issuer to prove I disputed the charges. I called the card issuer back and requested the affidavit and the customer service representative said he would send it to my email. After waiting over 2 hours for the email, I called customer service again and they said they have to finish their investigation before sending any documents or crediting the provisional refund and their investigation can take at least 10 business days. They are obstructing justice and hindering my right to prosecute the criminals that stole my money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-27

Hudson, NC

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: Yes Timely Response

2016-09-26

Garrett Park, MD

Fraud or scam

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

2016-09-26

Bakersfield, 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

2016-09-23

Burlingame, CA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: Netspend.com sent me a debit in my name to my home address. I did n't apply for a debit card from them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-22

Centennial, CO

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

2016-09-17

Beyersville, TX

Managing, opening, or closing account

Prepaid card: Gift or merchant card

Complaint: I received a netSpend gift card for my birthday from my sister. When attempting to activate this card it asked for several pieces of personal information including my social security card. I have received other gift cards that did not require any personal information at all to activate it. I called an inquired why this is, they did not offer a reasonable explanation except to say it was for my security. If that was true they would not ask. Each time you give someone your social security number out increases the chances you will become a victim of credit fraud. I had no idea how much was on the card ( it was a gift ) apparently just asking for the balance costs XXXX cents each time you ask. So when I asked it had a balance of {$24.00}. Each time the card is used there is a fee charged. {$1.00} to run as debit and {$2.00} to run as credit for each transaction. This company is unscrupulous in their business practices and I have to wonder how they are able to do business in this country. To anyone who reads this I would not use this company for anything!!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-15

Paterson, NJ

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: I recently visited a NetSpend load location to put an amount on my debit XXXX. I was asked to provide an ID and my Social Security number. I refused. The clerk working at load location, a check cashing business, told me all NetSpend customers had to submit verifying documentation to register their card. I asked to see proof, the check showed me an internal memo that made reference to NetSpend customers with 'generic ' cards only. But this was beside the whole point. NetSpend agents, I felt, are not and should not be allowed or entrusted to collect and handle sensitive customer personal information. Especially since NetSpend 's policy is to protect its customers from fraud and identity theft. This practice, if allowed to continue unchecked, does the exact opposite, creates an entryway for customer information to be stolen and used by others, and could even pose some risk to national security. I recommend that this practice be stopped immediatedly.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-13

Tampa, 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: Yes Timely Response

2016-09-13

Greensboro, NC

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: I submitted a complaint in regards to NETSPEND prepaid card or XXXX which ever it goes by and I receive a message that stated for me to tell you what the issue is. I thought I was clear as to what the issue is. However, I will spell it out so it is not misunderstood. I have bee requesting a copy of my monthly statements for over 3 months. I was asked to fax information verifying my identity as I am a victim of fraud and identity theft. I provided this information to XXXX XXXX, the same person referenced in the first complaint. There was money missing from the cards that I expect them to pay me back and I want to see all of the transactions. XXXX state I had XXXX cards in my name. I NEVER had XXXX cards. The issue is I want all of my statements as it is within the 7 year statue and I want my money refunded to me. These are government funds as I am XXXX. I hope you can understand now what the issue is.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-09-13

Santa Barbara, CA

Fees

Prepaid card: Other special purpose card

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-09-10

Greensboro, NC

Unauthorized transactions/trans. issues

Prepaid card: Government benefit payment card

Complaint: This is fraud as well. Between XXXX, my personal information was being used by some unidentified person. I got a XXXX card to have my XXXX payments direct deposited on to it. When I would go to get my funds, the funds disappeared. The funds that were in a pending deposit status disappeared and there were several unauthorized transactions on my card. I had only XXXX card. Now as I am attempting to rectify the situation with all that has been damaged by this, I requested a copy of my statement. I was told by customer service that there was XXXX cards in my name. Obviously, I never had XXXX cards. I requested the statements approximately 2 months ago and the company continuously makes excuses as to why I can not retrieve them. Under the statue of limitations, financial institutions are required to keep statements on file for 7 years. I was then told because my account was closed I could not get the statements. This was all after I was first told I would receive them via e-mail within 48 hours. I later received an e-mail stating they needed documents from me after they had verified my information. I refused to give out personal information to a company that stole my money. A representative in the corporate office named XXXX XXXX contacted me and told me they needed the documents due to the fraud on my account. They know there was fraud but they never paid me for the fraudulent transactions or the money that was taken. XXXX told me as soon as I sent the information he would release my statements. I sent the information immediately and received an e-mail stating they received my information and I would have my statements within 48 hours. Again, I waited and no statements. I contacted Netspend yet again via e-mail. My e-mail went ignored. I e-mailed XXXX XXXX directly and that e-mail went ignored. Finally when I told him I would be filing a complaint he said they did not receive my identification which is a lie. At any rate, I sent over my identification again. XXXX then said the attachment was blank. Another lie. I sent it again and then followed up with an e-mail. XXXX ignored my e-mail and has not responded. Evidently, they do not want me to see the transactions and realize it was them themselves who stole the money. I have read about the same thing occurring with other people with this very same crooked company. i asked XXXX why he would n't just make good on the money taken. He did not respond. The bottom line is XXXX stole money from my card, made false transactions and will not supply me with my statements that I have been requesting for two months or more.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-09-09

Shalimar, FL

Advertising, marketing or disclosures

Prepaid card: Mobile wallet

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

Disputed: No Timely Response