NETSPEND CORPORATION

2016-09-08

Northside, NC

Making/receiving payments, sending money

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

2016-09-07

TX

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: My account was used to make purchases I did not authorize. When I noticed these transaction the same day they were made I reported to Netspend XXXX/XXXX/16. On XXXX/XXXX/2016 I received an email that the dispute was started and gave me a dispute number. There were XXXX transactions totaling around {$700.00}. I get XXXX and that is my only income and I have no money to survive. Netspend is refusing to credit my money back pending the investigation and told me I have to wait till XXXX/XXXX/2016 to find out the results. I had possession of my card the whole time and I dont know how this happened. But the charges were for uninversal studios in XXXX and XXXX XXXX!! Some of the transactions have cleared but some are still pending.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-02

Newport News, VA

Unauthorized transactions/trans. issues

Prepaid card: Payroll card

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

Disputed: No Timely Response

2016-08-29

Yonkers, NY

Adding money

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

2016-08-28

Burbank, 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

2016-08-24

El Paso, TX

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

2016-08-23

Bayshore Gardens, 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

2016-08-23

Key Biscayne, FL

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: Hi I have a Net Spend Debit Card. NET SPEND OUTSOURCED THEIR CUSTOMER RELATION DEPARTMENT TO ANOTHER COUNTRY, AS A RESULT, NETSPEND IS FRAUDENTLY TRYING TO RETAIN SOCIAL SECURITY CARDS FROM CUSTOMERS FOR ILLEGAL PRACTICES. THE FACTS - I HAD A DIRECT DEPOSIT COME INTO MY CHECKING ACCOUNT WITH NET SPEND. NET SPEND STATES THAT MY NAME IS DIFFERENT ON MY ACCOUNT SO THEY ARE RETURNING THE FUNDS. NETSPEND STATES THAT I HAVE TO SEND A GOVERNMENT IDENTIFICATION FROM THE LIST BELOW TO PROVE THAT MY NAME IS PROPER AND THAT IT IS ME. SO I SENT THEM MY DRIVERS LICENSE TWICE AS REQUIRED BELOW. THEN THEY ASK ME TO SEND MY SOCIAL SECURITY CARD. I TOLD THEM THAT I MISPLACED MY SOCIAL SECURITY CARD AND YOUR LIST BELOW SAYS I CAN SEND MY PASSPORT AS AN ALTERNATIVE. NETSPEND REFUSE TO TAKE MY PASSPORT AND REFUSED TO TAKE MY MILITARY ID. AS YOU CAN SEE FROM THEIR LETTER BELOW, THEY WILL NOT ACCEPT ANYTHING BUT MY SOCIAL SECURITY CARD BECAUSE THEY WANT TO DO SOMETHING FRAUDENTLY WITH IT. PLUS, THIS IS ANOTHER COUNTRY THAT I AM TALKING TO BECAUSE NET SPEND OUTSOURCED THEIR CUSTOMER RELATIONS DEPARTMENT TO ANOTHER COUNTRY. SO THE OTHER COUNTRY DOES NOT KNOW XXXX EITHER. FROM NETSPEND BELOW : NetSpend Email Security Information : Email : XXXXXXXXXXXX Update Card Ending : XXXX Pending Direct Deposit Notification Dear XXXX, We received a direct deposit for your NetSpend account. This deposit is pending and your account is blocked. For your security, we need additional information to make the money available to you and remove the block. We want to make sure you receive your money. Please contact us by calling the number on the back of your card as soon as possible. Our hours of operation are XXXX to XXXX Monday through Friday and XXXX to XXXX Saturday and Sunday, Central Time. If we are not able to resolve this before XXXX CST on XXXX/XXXX/2016, your deposit will be returned to the sender. We post deposits when we receive them as long as your account is activated and in good standing and the name on the deposit matches the name of a cardholder on your account. If your card has not been activated, please activate it now. If you are receiving a deposit in another name, you will need to add that person as a cardholder on your account. Thank you, Your NetSpend Customer Service Team Dear cardholder, We appreciate your assistance in submitting the document ( s ) we requested. In our review of the document ( s ), we are not able to verify your information. ID : Driver 's License - REJECTED - due to camera flash. SSN : Social Security Card - STILL NEEDED - Proof of Address : - STILL NEEDED - These are options on the types of documents you can submit : One of the following types of ID is accepted as proof of Social Security Number : - Social Security Card - Military ID ( front and back copy ) that contains the social security number One of the following types of valid Government ID is accepted as proof of identification : -State-issued ID card -Government / Military ID -Passport -Permanent US-Resident card for foreign-born, non-citizens ( green card ) -USA Employment Authorization card One of the following types of documents as accepted as proof of address : Note : Document must date within last 30 days, and must be in cardholder name. Address must match the address that is listed on your account with us. - Utility bill ( water, electric, gas, phone, cable, Internet, security system ) - US issued ID with matching address - Paycheck Stub/Earnings Statement - Cell phone bill ( prepaid services are not accepted ) - Bank statement - Credit Card bill - Insurance bill ( not Insurance ID card ) - Medical bill - Letter from Social Security/Treasury/Veterans Affairs Office - Auto Registration Renewal - 401K Statement - Letter from State Unemployment Agency or Department of Labor - Medicaid Letter - Social Security Card, if it is still attached to
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-22

Manhattan, NY

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

2016-08-20

Washington, DC

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

2016-08-20

San Jacinto, CA

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I requested a prepaid debit card from XXXX, which is issued by NetSpend, so that I could have access to my funds paid to me by XXXX.I was denied the card, because NetSpend is saying I owe them {$72.00}, and would not give me an explanation as to why I would owe them money owe a prepaid debit card.I donot owe these people any money, and I need to know why they are saying I do? I believe this a scam.I ask them to send me an explanation, he refused?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-19

TX

Fraud or scam

Prepaid card: Payroll card

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

Disputed: No Timely Response

2016-08-19

Murray, UT

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Hi, This is regarding Netspend which offers XXXX dollar bonus to both the referrer and referee when the referee orders a new card and loads it with XXXX dollars. I have referred my wife and she has ordered new card and loaded that card as well with XXXX dollars. However, neither me nor my wife have received any bonus now. I can see online as well that my referral that she has loaded her card. 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. We 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 monetary relief

Disputed: No Timely Response

2016-08-18

North, NC

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

2016-08-18

Reno, NV

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: I have been asking Netspend/XXXX Prepaid operated by XXXX for access to my transaction history. For days they have been saying the system is down, then they told me they can not give me access I have to go through my XXXX account, I did that, it directed me to call Netspend/XXXX Prepaid customer service so I did that, they keep sending me in circles and I still do not have access to my transactions. I started noticing that the balance I should have in my account does not match the balance in my account and wanted to see how long this has been going on so I can file a dispute, I ordered by transaction record dated back to XXXX 2015 and was told I have to pay a fee, I said fine. They told me it would be 48-72 hours to obtain it and it would be sent to my email. To date, there is nothing in my email, they still will not let me access my transaction records online, they told me I needed order the record again, so I asked for it again, they are telling me another 24-48 hours now. I have totaled approximately {$300.00} missing from my account and I ca n't see if that is accurate or not because they will not give me access or the proper documents I need. This is not right.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-17

FL

Fraud or scam

Prepaid card: General purpose card

Complaint: I was mailed a prepaid card from a company called netspend. It 's hard to parse through all the information provided, but they have sent me a full XXXX debit card with my name on it and a valid card number, I have not applied for credit, opened an account, or had any dealings with this company. I believe this is a deceptive technique designed to confuse consumers and trick them into opening accounts with netspend so that they can charge people their ridiculous fees.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-16

Dallas, TX

Unauthorized transactions/trans. issues

Prepaid card: Payroll card

Complaint: On XXXX XXXX, 2016 at about XXXX I was having breakfast with my son and his family. I got a text on my phone of a XXXX charge. I called netspend as soon as I saw the text because I hadnt authourized this charge. The rep I spoke with was nice she advised me there were 3 pending transaction adn asked me several time which of the 3 did i not authorize. I told her. At that time she stated she would be cancelling my card and sending me a new one. I asked this rep over 5 times if my new card would have the XXXX taken off it and she stated no that all the funds would be availabe once my new card came I explained to her that 2 of the charges were mine and i didnt want problems with those companies. again she stated dont worry im cancelling your card so it is a pending transaction and you will be fine. I told her my rent was due soon and I need to pay it. again she assured me and the restuarant ( i had my cell phone on speaker and was upset so everyone could hear my call ) i asked to have the card expedited and she said she would without a fee. Card arrives about 3 days later. XXXX is gone and XXXX expedited fee is gone. i contact netspend and was tld just the opposite of what i had been told by the rep who said since it was pending that it would not be taken. this rep said the mone was released to the merchant 2 days after my card was cancelled and now i have to file a dispute to get it back, i am so frustrated and all calls to the corp office are returned to me by robotic people who just talk from a script. I have seen that this apparently is a common practice of this company and something needs to be done. i have filed a complaint with XXXX but since they are so large no one seems to do anything to stop them, I need my maoney and now they told me that they would have an answer for me by XXXX on XXXX. i didnt authorize this charge. im told they have to make sure they go by the guidelines of regulation e. i need my mone im XXXX on a fixed income and have had to borrow to get thru the month due to this
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-14

Austin, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I have contacted NetSpend 4 times via email regarding my inability to log in online. The issue is not due to clearing the cookies or cache of a browser because I can not log in with any browser on any operating system including : IOS, Windows, Linux, Chrome, Firefox, Safari, Internet Explorer. When I log into XXXX the page loops back to XXXX as if I have never logged in. This continues to perpetually loop. I am, however, able to log on to the mobile app and access my information. It is important for a consumer to be able to access all avenues the service/bank provides. NetSpend customer service gets back to me no less than 48 hours after sending each email. My fear is that the mobile app will not work after the next update and I will have no ability to access my account and be forced to pay the fees that NetSpend requires to make a call to the bank for any reason. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-12

Liberty Township, 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

2016-08-11

Rochester, OH

Unauthorized transactions/trans. issues

Prepaid card: ID prepaid card

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

Disputed: No Timely Response

2016-08-11

Rochester, OH

Unauthorized transactions/trans. issues

Prepaid card: ID prepaid card

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

Disputed: No Timely Response

2016-08-11

Somers Point, NJ

Account opening, closing, or management

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

2016-08-11

Brooklyn, NY

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: XXXX was loaded into my netspend Card to purchase a airline ticket the transaction was cancelled by the agent the netspend company is withholding my. Money for almost a week and a half asking for all these documents which is impossible to get I set them evidence of the transaction and they still refused
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-10

Yonkers, NY

Billing disputes

Credit card:

Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2016-08-08

Brkn Arw, OK

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