NETSPEND CORPORATION

2016-02-18

Laurel, MD

Fraud or scam

Prepaid card: General purpose card

Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Disputed: No Timely Response

2016-02-18

Colo Spgs, CO

Problems caused by my funds being low

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

2016-02-17

Belott, TX

Adding money

Prepaid card: Transit card

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

Disputed: No Timely Response

2016-02-15

Discovery Bay, CA

Fees

Prepaid card: General purpose card

Complaint: I was sent an unsolicited prepaid card in the mail. I looked over the material that came with it carefully and saw that there was a list of fees. Among the fees listed was an " Account Maintenance ( Inactivity ) fee '' of {$5.00} per month. I am not sure whether or not I have to activate this card in order to be assessed this fee, but it seems to me that being sent something that I did not apply for and possibly being assessed a fee for not using it may be worth your attention. The company that sent this is netSpend at XXXX. XXXX XXXX, XXXX TX XXXX. Reading carefully the documentation that came with this card, it appears that I have to actively contact them to decline this card.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-14

VA

Fraud or scam

Prepaid card: General purpose card

Complaint: IRS says my funds were released on XXXX/XXXX/16 to my Netspend account that I 've had for years. A couple days go by and I still do not have my funds. When I call customer service it 's always someone Foreign who I can never understand. They tell me I need to check with IRS about my money. I should n't have to check with them when my direct deposit is with Netspend!! So I get on Netspend page on XXXX and seems like everyone is having the same issue. People opting for the Netspend card when they filed their taxes and no money. Turns out that Netspend has rejected everyone 's tax refund and now IRS will be mailing out a check on XXXX/XXXX/16. I had plans to move my family on a certain date now I ca n't thanks to Netspend not giving me the money that I have earned. They keep lying on their page instead of telling people the real truth on where their money is. The customer service sucks and they do not care about their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-12

GA

Fraud or scam

Prepaid card: Government benefit payment card

Complaint: I 'm having a problem with netspend I requested a card and it 's been almost a month and have not received it so I requested a new card to be expedited through XXXX. I called back for a tracking number and they could n't provide one because a card was never sent out. They have my tax refund and do n't even release it to another netspend card, that I, have. Can you please help
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-08

August F. Haw, 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

2016-02-04

Darnestown, MD

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

2016-02-04

SC

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: Today, XXXX/XXXX/16, I received a XXXX XXXX card with my name on it, which was referred to as a prepaid XXXX card. It was from " netSpend '', XXXX XXXX XXXX, XXXX, TX XXXX. I did not request the card and have never heard of the company/bank which claims to be FDIC.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-04

Winston Salem, NC

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: Netspend has caused me several issues. First I filed a transaction dispute. I informed them I had the card in my possession, and they failed to inform me that the card was being locked ( and also did not do anything to assist in the provision of a new card ). After the card not working on a purchase the same evening I called them the next day. After reviewing my account, and myself telling them about the dispute, they told me to use the old card at an ATM. Only after that failed as well did they tell me that the card had been disabled. They were only willing to waive a XXXX fee to send a card in 7-10 business days even though they mislead me, and failed to offer a new card ( I asked that it be expedited ; 3-5 business days ; with any fees waived. They refused, and said to get it expedited I had to pay XXXX ). After receiving the new card everything was fine until the date of this complaint. I was enrolled in their XXXX to keep from having fees every time I used the card. I found XXXX total fees, and that the plan was no longer set on my account. I called to have the reset the plan, and told them that I needed those fees reversed due to the fact that I never cancelled the plan. They returned XXXX of the fees. After calling them again they refused to return any further fees quoting that the plan " had expired ''. There was no indicator anywhere of any expiration. Anytime I have asked for a supervisor they would attempt to refuse me. I have to literally yell at them to stop talking and get a supervisor at which point I am put on hold for an average of 15-20 minutes. Any supervisor I have spoken to has refused any request I made quoting " we do n't have access in the system to do that ''. Once I asked for someone above the Customer Service Supervisor. I was flat out denied access to anyone further.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-02-01

Unity Plaza, CT

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

2016-01-31

TX

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: My husband and I have Netspend Cards for our direct deposit from our jobs. From time to time, my husband will go to XXXX XXXX our banking institution and do a cash advance from our Netspend Cards to deposit funds into either our checking or savings account at XXXX XXXX. On XXXX/XXXX/16 my husband attempted to do a Cash Advance from our Netspend card to our XXXX XXXX Checking account, for whatever reason the transaction was NOT showing in XXXX XXXX, the Bank Teller even called the Branch Manager to make sure the funds were NOT there, and told XXXX he would need to contact Netspend to see what happened with the transaction. My husband spent hours on the phone with Netspend and finally the Supervisor told him " Not to worry, that the transaction has been cancelled ''. So today, XXXX/XXXX/16 I attempted to make a purchase with my Netspend card and the card was declined. I did n't think much of it, I thought more than likely they were having issues with their terminal. The card was declined again when I went to go buy lunch. My husband said I bet that {$800.00} transaction went through. I went to look at the XXXX XXXX XXXX to see if the {$800.00} was in there, it was not. So I signed on to the Netspend website and it shows the {$800.00} went through at XXXX on XXXX/XXXX/16, even though the supervisor assured my husband over and over that he cancelled the transaction. So I called Netspend to clear up the mess, and specifically asked for a supervisor. The 1st time I called the agent tried to assist me and told me the money is in XXXX XXXX. I told him it is not, my husband just got off the phone with them and there is no pending transactions and it is not in our account. I asked for a supervisor and after waiting on hold for 20 mins the phone just rang and rang. I hung up and called back and immediately asked for a supervisor. XXXX claimed to be a Floor Supervisor and I told him the situation and again I was told XXXX XXXX has the money. I again told him XXXX XXXX does NOT have my money. My husband just got off the phone with them and there are no pending transactions and the money is not showing in my account. I told him I looked on my mobile app, as well as my husband just got off the phone with a supervisor. I asked to speak with someone higher and XXXX told me if I do n't like what he has to say then hang up. After going back and forth with him about the money being in XXXX XXXX and I offered to email him my XXXX XXXX Transactions so he can see for himself XXXX said I am lying that the money is in my account. I hung up and called back and spoke with a Supervisor named XXXX who again gave me the same run around as XXXX. I do n't know what game this company is playing, but they do n't want to take responsibility for their mistakes and there seems to be no accountability. They have no regard for their Customers and go as far as calling them liars. I do n't know about them, but {$800.00} is a lot of money, that was my grocery money, gas money, and bill paying money that I no longer have.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-30

Tacoma, WA

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

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

Disputed: No Timely Response

2016-01-30

Beach, 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

2016-01-29

Arleta, CA

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

2016-01-28

Chicago, IL

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I believe I received this offer after clicking a sponsored ad for credit card offers on XXXX. A few days later I received an unsolicited prepaid debit card displaying my name in the mail. Several attempts to reach a " live '' representative failed and automated methods required a SS number that I refused to supply. I have no active account with this organization, so I see no need to offer any personal information beyond my name.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-28

IL

Managing, opening, or closing account

Prepaid card: ID prepaid card

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-27

Wallington, NJ

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: I paid XXXX dollars to an international merchant on XXXX XXXX 2016. I had enough money on the card to pay the merchant. I made the payment and the merchant received it, plus I used XXXX with the card. I do n't have any extra money in the XXXX account either. All the money is on the prepaid debit card. Two days later I receive a text message from netspend ( card company ) saying I had insufficient funds to pay the merchant. I asked the merchant several times if he received payment. He confirms that he did and sent my merchandise. I called the card company 4/5 times in the past weeks and they have no history of the transaction nor do they have a reason as why this might 've happened. Today on XXXX XXXX 2016 I reloaded the card with {$40.00} to buy something else. I get a text message instantly saying that I have paid the merchant that already sent my merchandise. So the money I just loaded onto the card was automatically taken out. Once again I contacted the merchant and he confirmed once again that he only received XXXX payment. I spoke to XXXX agents from netspend and they said they will put the XXXX dollars back no later than 6 hours. This was at XXXX time and it is now XXXX time. I made sure there was enough money for this transaction and I feel that I 'm getting scammed. Please resolve this issue as you see fit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-27

AR

Fraud or scam

Prepaid card: General purpose card

Complaint: I bought a netspend debit visa card and they ask for name, address, date of birth, social security number this is a identity theft in the making. And when told NO these people set limits to you which I could not pay an important bill online nor get my money back. Then they tell you they ca n't reverse it. Custom service is poor and keep you on hold for long periods of time ... ..I should n't have to give my social security with all this identity theft out here to use money I put on a card. I 'm very hurt by this I filled ripped off and taken advantage of by netspend
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-27

Vernon Hill, VA

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: I opted to have my tax return of $ XXXX direct deposited into my PayPal prepaid card. When I logged into my account I pulled up the direct deposit tab and gave my tax prep the routing number XXXX and account number ***** -- -- XXXX. My return was accepted and sent out. My earliest date to receive my funds was XXXX/XXXX/XXXX and the latest was XXXX/XXXX/XXXX. After contacting my tax preparer to confirm the right account information was put in that 's when I noticed after now looking on their phone app that the routing number I provided was different from what was displayed. I log back in error the website to make sure nothing changed and the information I gave to be submitted was the same. So I had XXXX routing numbers or that 's what I thought. At this time the offices were closes so I sent an email through the site 's secured inbox and waited. The next morning I just decide to call to go ahead and be sure everything was ok. I was told by the first Rep everything was fine and that my money should come in no problem. This is now the XXXX late evening still no deposit. So I login on the website again and notice my email has I reply that I sent out the day before. This rep informed me that the routing I gave was not associated with my account but the other routing number that had displayed in the app, XXXX, was correct and to call the XXXX to change my information. Now confused I call the XXXX and they inform me due to security issues they are n't allowed to change direct deposit information and that my refund was already sent to the information I provided yet my account never showed this deposit. I call the card company back and they are now very dismissive and telling me bogus stories. First the routing number was correct and associated with my account along with the new XXXX I just found out about, then the routing number was n't associated with my account and the bank would reject it and send it back but mind you the XXXX had nothing rejected on their end, and then I was told the routing number was old and was changed back in XXXX yet it was still available as my direct deposit information on their up to date website. Im furious now as I am clearly being lied to for this Rep with all these different bogus stories. I request to speak to a supervisor who o ly tells me the same thing then suggested I call the IRS again to get a trace number to track the deposit. I do so the next morning as soon as they open. The XXXX informs me no rejections on my funds were made and they do not give out tracking info on direct deposits at all. Now how could my cars company not no that. I was told to contact XXXX and FDIC for information about what I should do. I wasbtold to gibe the information to my cars company that I was told by the XXXX and demand the right to my money because this was their error giving me the wrong deposit information. I even called the bank associated with the card and gave XXXX the routing number I had. The XXXX associated with my account came up as netspend the other no information. So I was told to contact the card company to ensure that those numbers would be the numbers needed along with the correct number for my money to appear in my account. I call them back and told them everything I 've done who I spoke to and what was said and how everyone agrees the company is at fault for losing my money. Im placed on old while the rwp goes over my account just for her to come back and say once again that if the information was incorrect the XXXX would reject it but they DID N'T. She tells me now I have to wait 6 days for the XXXX to receive a rejection hat they are not going to receive because my moneywas was placed somewhere successfully but not in my account! I informed them that I would indeed file a complain. I can not and will not wait six days for nothing when everyone else 's job was done right but theirs! I want my money deposited immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-27

Borculo, MI

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

2016-01-26

Bethlehem, GA

Managing, opening, or closing account

Prepaid card: ID prepaid card

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

Disputed: Yes Timely Response

2016-01-26

MA

Advertising, marketing or disclosures

Prepaid card: General purpose card

Complaint: i keep receiving emails from Netspend prepaid XXXX, this is their email : XXXXXXXXXXXX They keep coming ( XXXX so far ) thanking me for applying ; i will be receiving my card soon ; directions on how to activate. I DID NOT APPLY FOR A CARD FROM THEM OR ANYONE ELSE. I called all XXXX credit companies and put a 90 day fraud alert also paid {$5.00} to freeze XXXX of them. I did save the emails but was careful NOT to go to click link. I did cut and paste the first XXXX to address bar to check out who they were. It looked like a legit site and said if you receive unsolicited emails from them it was phishing and to forward the email so i did. But probably a mistake on my part because as stated above i keep receiving them. I have Not received a card as of today XXXX/XXXX/16
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-25

Mabank, TX

Received a loan I didn't apply for

Payday loan:

Complaint: I was never contacted by the lender. Not even once. XXXX XXXX and XXXX somehow obtained my information and threatened me with legal action. They said they would harrass me at work every day and show up at my doorstep. They fraudulently aquired my information and continue to threaten me. They constantly call and say they have contacted XXXX XXXX and are serving me court orders. I contaced the actual lender and they said they are a scam company.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-25

Bueche, LA

Managing, opening, or closing account

Prepaid card: ID prepaid card

Complaint: Outsourced rep for NetSpend Visa told me I could n't use the prepaid card I received as a gift without giving my birthdate and social security #. I declined and was sarcastically told " no info, no activation. Essentially they stole my mother 's money. I was told I could not use it as a gift card. What a huge scam! Also, they charge a fee for not using the card-again stealing the money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response