NETSPEND CORPORATION

2015-11-30

PA

Managing, opening, or closing account

Prepaid card: Government benefit payment card

Complaint: On XXXX XXXX, 2015 netspend closed my account I called that day asking what was going on and all they told me is that they closed it due to a deposit. I explained to them that I had received that check as payment and did n't know that the check was a forged check. Well on XXXX XXXX XXXX was deposited in to my account I called them back up and asked for my money I was told that they will be mailing me out a refund check with my money and that it would take 20 business days. I called a week later to make sure my check was mailed out I was told it was sent out on XXXX, 2015 while on the phone I asked to make sure my address was right cause I had moved and changed it. Well while they was repeating my address they said my zip code wrong I told them that is not what I had gave them and I was told that it would be fixed and another check would be sent out and this XXXX will come in 10 business days. I call a week later again to check I was told something completely different saying that the check was sent out on XXXX XXXX and I had to wait 20 business days. Nothing about the previous call about the zip code being wrong and nothing about another check being mailed out. I called back on XXXX XXXX and was told that I will get my refund check on XXXX XXXX I asked how is that possible if that is thanks giving then they changed it to the XXXX of XXXX I asked o talk to a supervisor and she told me that it would be their on the XXXX and gave me some number telling me this is how I would be able to track my check. The number I was giving was not any number usps used and I was upset again for giving me another lie. I called back on XXXX XXXX and told them.I still have not recived my money and was told that they sent out another check and that I would Ger it in 3 to five days. I called again on the XXXX and was told another story about how my account was just called as of XXXX XXXX and that a check was never mailed out till the XXXX cause I didnr turn in the paper work thatbwas requested since I requested to close the account. I told her that was a lie and that I never asked to close my account and that my account was closed on XXXX XXXX I was told the was not true and that it was closed XXXX XXXX and that was when the refund check was issued. Today is XXXX XXXX and I still have not received my money and I 'm about to be evicted and lose my car and no food to feed my XXXX kids. I really need my money and I 'm tired of getting the running around with them with my money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-29

IN

Fraud or scam

Prepaid card: Gift or merchant card

Complaint: My husband bought me a {$25.00} netSpend gift card for my birthday in XXXX, which I had been saving until I found the right gift. When I tried to use it tonight, they refused to honor it because " it had n't been activated in time '', even though the front of the card says " good thru XXXX ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-25

Yorba Linda, CA

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

2015-11-25

Discovery Bay, CA

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I recently opened a NetSpend Prepaid Debit Card account and would appreciate NetSpend credit my account with the {$20.00} referral bonus as part of the Refer-a-Friend program. I opened my NetSpend account on XXXX XXXX, 2015, received and activated the prepaid card on XXXX XXXX, and funded the account on XXXX XXXX. Soon after, I received an automated notice that my account is not eligible for the {$20.00} bonus on XXXX XXXX. Since then, I have attempted on multiple occasions to contact first-line customer service representatives, as well as the executive office, or " corporate response team '', but I have continued to encounter difficulty as NetSpend has refused to honor the referral bonus despite my meeting the Terms & Conditions of the program. The Terms of the referral program state : " A cardholder may receive an unlimited number of Refer-a-Friend rewards while program is available. No rewards credited to either party if referred individual had a NetSpend card that was used for a value load, purchase, cash withdrawal, or incurred a balance inquiry fee at any time during the 180 calendar days before the day the {$40.00} load requirement is fully met. Cardholder-to-cardholder transfers do not count toward the minimum load requirement. Allow 2 business days for {$20.00} credit to appear on each Card Account. " As this is my first NetSpend account, my opening deposit was the first time my account was funded, clearly fulfillng the " no value load ... during the 180 calendar days before the load requirement is met ''. In the course of repeated communications with customer service and the " corporate response team '', specifically XXXX XXXX, I was told my opening deposit did not suffice as a value load, so I performed an additional load via mobile check deposit on XXXX XXXX that cleared into my account on XXXX XXXX. I would appreciate NetSpend honoring the Refer-a-Friend program in correcting this error and crediting my account with the referral bonus.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-11-23

Arco, CA

Unauthorized transactions/trans. issues

Prepaid card: ID prepaid card

Complaint: I purchased an IPod from XXXX online. While the transaction went through, I tracked my order on line after I got a message that read order cancelled. I contacted Ace/elite Net spend and a Customer representative informed me that the " money was still there '' but had been frozen after a few days of the transaction and referred me back to XXXX. When I contacted XXXX they reported they could not 'pull their money. Again XXXX asked me to go back to Ace/Elite Netspend and a Clerk advised me to get back to XXXX and requests XXXX makes a Request in Writing!!! XXXX this time, I felt Netspend is playing games with my money and I request my money, but I am being shuffled around. I am demanding my funds effectively immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-20

Portland, ME

Overdraft, savings or rewards features

Prepaid card: Government benefit payment card

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

Disputed: No Timely Response

2015-11-18

Indianapolis, IN

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-11-17

Las Vegas, NV

Fraud or scam

Prepaid card: General purpose card

Complaint: well, i cash my income tex check with XXXX XXXX in 2008 i put the sum of XXXX dollars a cuple weeks after with XXXX XXXX and netspend was the card holder at that time, well i was told that the card would be sent to the address i was staying at, well i ended up moving before the card came, so i went to the place where i was staying at and talk to one of the guys who work there and he said that a card came but he sent it back to the sender where the card came from. so i went to the place where i put my money at and they told me that they didnt have any paper work on or about my money or anything showing about what or how much money i put in that i would have to talk to netspend, well i talk to netspend and they lie, d about every thing, i know what i did and how much money they owe me, and if i dont get my money real soon im going to sue them i talk to my lawyer yester day. thank you XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-13

Patterson, MD

Managing, opening, or closing account

Prepaid card: Payroll card

Complaint: I have direct deposit put on my card weekly. I tried to log into my account on line and there was a block put on my card. I received an email and a text about the block and called to inquire and get the block released. I have called this company FIVE times and keep getting agents that speak very broken XXXX who make me go through answering security questions before telling me they have to transfer me to their " Fraud '' department. I am literally put on hold for 20 minutes at a time and go into a voicemail asking me to leave a message and I will receive a call back the next business day. This is totally UNACCEPTABLE. A small portion of my paycheck is direct deposited weekly and I can not believe I can not get immediate assistance and access to my money.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-07

Erwin, TN

Fraud or scam

Prepaid card: General purpose card

Complaint: I begin receiving text messages on XXXX/XXXX/15 from a Company call NetSpend. The first message said reply yes to enroll, thought I was deleting but hit reply button, but did not send I closed the message. Then I immediately begin receiving messages from them saying my card ending in XXXX is activated. The next XXXX message starting saying how much was available after a purchase at XXXX I received XXXX messages like this. I looked up NetSpend 's phone number on the internet, the person I spoke to said it was a prepaid card. She said these cards can be purchased at XXXX XXXX, XXXX, etc. I advised her I did not purchase their card and that this is Fraud. She advised that I text the number XXXX and send a message with the word STOP, which I did. I believe this company is committing fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-06

Cheshire, OR

Adding money

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

2015-11-04

Arco, CA

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: On XXXX/XXXX/2015 I was notified by Net Spend Prepaid ( issued by XXXX ) that my card had been compromised. I emailed a list of all fraudulent transactions. The fraudulent pending transactions have been posted to my account after Net Spend knew these transactions were unauthorized. I has been two weeks since I filed the claim and today XXXX/XXXX/15 Net Spend allowed XXXX of the fraudulent transactions to be posted to my account and I have yet to receive any credit for these unauthorized transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-02

Scottsdale, AZ

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: Received unsolicited pre-paid debit card. When I attempted to contact customer service the phone tree was always looping back to account activation where they requested DOB and SSN. There was no possible way to talk to a customer representative.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-31

Chicago, IL

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

2015-10-29

Jacksonville, FL

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: In the end of XXXX, I joined XXXX. As an associate I was issued a payroll debit card administered by Skylightcard. Just this morning, I encountered a practice that seems very unfair, can be considered payroll theft actually by Skylight. Around XXXX today, I check and I have at least {$16.00} on the card. So I gased up in XXXX XXXX XXXX for {$10.00}. Now, after a minute I received a noticed that I owe them {$60.00} allegedly because they said it is automatic for them - to place {$55.00} advance whenever the card is used at the pump and that I need to pay them Overall {$50.00} overdraft fee.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-28

Lewisville, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I keep getting junk mail from NetSpend. They want me to have my pay check deposited in their system. I have requested several times for them to stop contacting me & delete my information. I am sick of this. Each time they send me their XXXX junk mail with pre-paid card and mailing information, I have to have it destroyed or risk my information being stolen.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-28

UT

Fraud or scam

Prepaid card: Payroll card

Complaint: I purchased a property from XXXX XXXX in XXXX. I never got a contract from this company. After I paid a large amount of money, using XXXX credit cards, I still had not gotten a contract on the land. I live in XXXX so now I am getting concerned. I contacted XXXX, General Manager, XXXX, Office Manager and XXXX, Finance Manager and requested this contract. I get an immediate email from XXXX that stated that he sold my property, which was {$250.00} per month, last night and that he had others. I asked him for a refund. He stated he gives refunds but since I had been looking at different properties since XXXX with him, this is now XXXX, he would not refund me but would put me in a property with twice the payment or he would hold the money for me until I found something else. I then request my credit cards and Paypal Prepaid card to refund me based on this is a scam and fraud and I never had a contract. My XXXX XXXX gave me the money within two days. Paypal told me twice that they had the money, it had been refunded by the merchant and it would be refunded by XXXX and today, XXXX I get an email they will not be giving me my money because I authorized the transaction! I am willing to file a police report because I do n't even know if this is a legitimate company at this point!! I call the dispute department with Paypal and I can not speak to anyone and I get people from XXXX who tell me I am getting my money but the email says the opposite. I have spoke with an attorney who clearly sees this as fraud and I was well within my federal protected time frame for right of recession which I still am because there is no contract!! XXXX law is to have a contract notarized as well but the point is XXXX sold the ground I purchased AFTER I paid for it so I would NEVER have paid for this had I known he sold the ground to someone else that he sold to me!!! I NEVER RECEIVED ANYTHING FOR THIS MONEY OTHER THAN A CREDIT!! I do n't want to do business with this man as he is obviously fraudulent and a scammer.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-27

Sandy Hook, CT

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: On XX/XX/XXXX I used my XXXX Prepaid XXXX to rent a car from XXXX XXXX XXXX in XXXX, XXXX XXXX. On that day, a pending transaction in the amount of {$960.00} was put on my card without any warning. The car was returned the next day and payment was deducted from the same card. I have spoken twice with XXXX Prepaid, and they requested that documentation supporting the release of the transaction be sent to XXXXXXXXXXXX. XXXX has sent the requested documentation yet I received word today that the documentation was unacceptable. XXXX has said that it has done all it can and that it is now down to me to resolve this issue with PayPal/Netspend. I am a retired XXXX trying to live in XXXX XXXX on a fixed income. As of this morning I have a little over {$11.00} for groceries to last until I receive my next social security payment on XX/XX/XXXX. Having nearly {$1000.00} held back from me for two weeks is a nightmare.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-27

Cadwell, GA

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: I was using a Netspend prepaid card. I had reloaded the card and within an hour after loading funds on the card, I noticed that funds had been deducted from my card via text messages, which indicated my balance had changed. I contacted the Netspend to report the matter, and after makIng numerous attemps to get someone on the phone, I finally got through to someone in customer service to handle my complaint. I explained that I had received text messages indicating that I had noticed unauthorized activity on my card. The customer servuce rep., put me on hold while he looked up account activity and told me that there were international transaction that had been made on card. I explained ghat I had not made nor authorized any such transactions. The agent explained that a block needed to be put on card immediately. I informed the ageng that I needed to withdraw what remaining funds from card and that it was urgent that I do so, because I needed the funds right away. The agent told me my options were : ,that I had an additional card availible or if I knew someone that had a Netspend card who could receive funds for me. I did not know anyone with a Netspend card, which I inform the agent taking the call. I asked could the money be sent via XXXX XXXX, or, if I could purchase another card and call thd knew card number in. I was told no, so I ask if I could draw my remaiding funds off card via an ATM since I was near an exit where one was located.The agent agreed that I could withdraw funds from ATM while he was still on the other end of call. I arrived at location and informed represengive that I had arrived. Atfter telling agent I was at location go withdraw funds, he hangs up the phone. I was under the impression that he would stay online until trasaction had completed, this did not occur. The agent had hang up on me prior go my even reaching the teller machine. After again making numerous attemps to get someone on the phone and having go repeat my delima over and over, I was told that the card had been blocked and could not be unblocked, even though I was still at location where I could make withdrawal of funds remaining on card.I at this point demanded that card and account be closed and that a check be sent to my residence. At this point I didnt trust continuing any futher relation with Netspend, as I inform customer represenative.I was told it would take 10- 20. business days to get my money.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-10-26

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

2015-10-26

Chicago Heights, IL

Managing, opening, or closing account

Prepaid card: Mobile wallet

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2015-10-25

Palos Park, IL

Managing, opening, or closing account

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

2015-10-23

N Las Vegas, NV

Adding money

Prepaid card: Payroll 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: Yes Timely Response

2015-10-22

Atlanta, GA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: I used my Netspend card at XXXX of their " FREE '' ATMs. AFTER logging in and clicking " withdrawal '' I was then asked whether the w/d should be from Savings or Checking ( I was given the choice ) ; so I chose " Savings ''. The machine then denied the choice IT gave me and charged me a decline fee for insufficient funds ; not because the amt was n't in my saving account, but because ( from calling them ) they say they do n't allow withdrawals from savings. If you 're going to charge a fee for an option you do not allow, you should n't offer the unallowed option as a choice. Please look into this. I have saved the receipt and I 'll supply you with what you need. Thank you XXXXXXXXXXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-21

Hon, HI

Managing, opening, or closing account

Prepaid card: Payroll card

Complaint: I was n't able to access my account then I call and found out that Netspend had closed my Account with out my permission. And not notifying me right away when this ERROR TOOK place! I had to find out on my own that my account was closed .because I wanted to pay a bill. And when they closed my account They took out all my money which I wanted it to stay in my account but they did n't put back in my account.INSTEAD they mail me my money which is going to take another 2 weeks or so just to get my money. They really put me in a bad situation.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response