NETSPEND CORPORATION

2015-08-06

San Diego, CA

Fraud or scam

Prepaid card: ID prepaid card

Complaint: NETSPEND CLAIM # XXXX AND ACCOUNT NUMBER # XXXX THEIR LETTER DATED XX/XX/2015 C/0 THEIR FIRST LETTERXX/XX/2015
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-06

Oxford, GA

Fraud or scam

Prepaid card: General purpose card

Complaint: They called and pretended they were XXXX and offered to cut my bill down in XXXX if I opened up a debit card called NetSpend and paid my XXXX bill with it. They had all my information ; address, last XXXX of my social, what package I had, my monthly bill, etc. I called XXXX and they said they were not affiliated with NetSpend and that they are a scam.
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

2015-08-04

Arco, CA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: ILLEGAL & CAPRICIOUS SEIZURE AND HOLDING OF CONSUMER FUNDS : Netspend Corporation ( XXXX ) has seized funds on our card and do to errors refuses to release the funds, allow us access to the account, allow us to make corrections on the account, or give us any possible way to get our money. The money was loaded into the account using XXXX XXXX 's re-load service. XXXX refuses to help. XXXX uses XXXX to reload cards. XXXX can not help us refund the money. DISCRIMINATION : It is discriminatory to hold our money without any way to release it, correct the situation, etc. Net spend claims it is because we changed our address and they are punishing us for having to move. NO SUPPORT ACCESS BY CONSUMERS : Netspend customer service NEVER answers phones any more as they did when I opened my account over 6 years ago. It is impossible to directly reach to company to gain access to our money.
Company Response: Company can't verify or dispute the facts in the complaint Closed

Disputed: No Timely Response

2015-07-31

Baltimore, MD

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: Yes Timely Response

2015-07-30

Tallahassee, FL

Managing, opening, or closing account

Prepaid card: General purpose card

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

Disputed: No Timely Response

2015-07-30

City Of Spokane Valley, WA

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

2015-07-30

Cedar Park, 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

2015-07-28

Patterson, MD

Unauthorized transactions/trans. issues

Prepaid card: Payroll card

Complaint: NetspendXXXX XXXXMy card was hacked a year ago during a breach with XXXX XXXX. Netspend notified me and sent me a new card and my old card was supposed to be cancelled. I noticed on two different occasions that the card was still active so I called customer service and attempted to speak to the customer service. I say attempt because the only english they seem to speak is what is written on their script but they assured me the card would be cancelled. Well here we are a year later and the card that was supposedly cancelled got used in XXXX about 7 times within 15 min and took {$600.00}. I immediately called when I got the text alerts ( the charges started at XXXX and I called at XXXX same day ) and told them not to approve the transactions which were still pending. Again the lack of understanding english was a huge barrier and three different customer service reps told me different things. I finally got someone from corporate to call me back three days later and she stated since this was clearly their fault my money would be credited by the end of business. Here we are and no money. I am unable to talk to the corporate office again they told me they cant transfer me, my money is no longer pending but paid to the company in XXXX, and now they are telling me it can take up to 60 days to see my money because it was posted I had to file a written dispute that must be investigated. They admitted to me that this card was part of the security breach and should have been cancelled but there was nothing they can do to help me and they refuse to transfer me to corporate again. This is outrageous, never have I had such difficulty when a company clearly dropped the ball. Now my mortgage is going to be late and I have no idea when I will see my money. They refuse to allow me to speak to an American or give me the corporate number. Total I have spent over 5 hours on the phone and all I get is some foreigner reading off a script. They will not give me their names either when I speak to them! I am wondering if I should contact an attorney.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-07-27

Cedar Rapids, IA

Credit card protection / Debt protection

Credit card:

Complaint: My wallet was stolen with my Western union XXXXcard inside. I filed a loss report right away with the Local Police and then with Western Union. Western Union declined to return my funds -- nearly {$3000.00} -- saying that they did nothing wrong do n't have to return my money. I was told that I should have called them first instead of the Police. The police that the thief on video taking my wallet and then using the card to purchase items. I called them as soon as possible and gave them the transactions that had been incurred by the thief. They ran them and paid them anyway. I have appealed to WU XXXX times, contacted Iowa XXXX XXXX, Iowa Attorney General and was then referred to your organization. I called your offices first and spoke to someone most helpful. She told me that I had taken the correct steps and that I am indeed entitled to my funds back -- less {$50.00}. This money is my Social Security money and I had been waiting for several months. This is my first payment. I 'm losing my house because I 've not had these funds to pay on my mortgage. Western Union on behalf of XXXX declined to return my funds. Please help me get the money back. I feel like I 've been robbed by them. Not only by the thief.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-27

Urbandale, IA

Advertising, marketing or disclosures

Prepaid card: Payroll card

Complaint: On XXXX XXXX, 2015, I received a prepaid XXXX Debit card from a company named NetSpend. I have notified Iowa 's Attorney General 's Office and NetSpend that I did not sign up for a this type of card. NetSpend sent an email back to me stating that they would remove my personal information and to cut up the card. I recently started looking at online surveys but have not received any funds or rewards. I am not sure if NetSpend received my information from a survey affiliate or my personal information was sold to a XXXX party.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-25

Hamburg, MN

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Well I have had problems with accessing my account online and that is the only way I can get any information or do anything that has to do with my account other than getting money. Everything else is impossible because that 's the only way you can .I 've emailed the president of the company ( Netspend ) that is were my government XXXX gets direct deposit to. Now I have been contacting them about this problem for 5 years. I just recently have emailed there President twice now and he had some lady contact me and all she could say is to click on forgot password well I have tried XXXX of times over the years and I told her that and nothing even if I call they just have me do what already have been done XXXX of times before and that 's the far as it gets.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-24

DC

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I filed a dispute on my debit card for not receiving items that I purchased with my debit card back on XXXX XXXX, 2015 with my bank and they assured me that they would have my money credited back to my account by XXXX XXXX, 2015 and they have yet applied the amount back to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-22

Newnan, GA

Unauthorized transactions/trans. issues

Prepaid card: General purpose card

Complaint: A company has refunded my money in the amount of XXXX. They have provided documentation that they have refunded the money to my account. Netspend is saying they have n't received the money and told me they would n't make a decision on my claim until XXXX XXXX, 2015.
Company Response: Company can't verify or dispute the facts in the complaint Closed

Disputed: Yes Timely Response

2015-07-21

Indianapolis, IN

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: The company netSpend has mailed me an unsolicited, unwanted personalized prepaid debit card, received today, XXXX XXXX, 2015. I have not ever asked for this card. It is unsettling receiving an unsolicited card with my name already personalized, and a sticker with phone number for me to call to activate it in my name. Calling the company requires interaction with an automated voice system and the only way to get to a person at all without getting kicked off the call is to select an option that is not for the reason I was calling. After several attempts to get to a live person, I pressed the number for " If your card is lost, stolen, or you 've never received your card ... '' Even then, the system reported that they were experiencing a heavy call volume and gave me options to hang up, select a time for a callback, or have someone call me back as soon as possible. I reluctantly selected a call back, but have yet to hear from anyone. Because I am very concerned about my identity records, unwarranted liability, and financial vulnerability, this has taken my time and attention trying to reach the company to scold them for sending me this card and demanding that they remove my information from their system. This business practice must stop! I am filing this complaint for the financial and privacy reasons stated, but primarily because of the stress of receiving the card in the mail at all and feeling that I needed to do something about it right away, although it is wasting my time to do so. Thus far, the company has prevented me from complaining to them about their actions and I find that grossly unacceptable. Their computerized phone interaction is unfriendly and dismissive at best, not allowing me to accomplish what I called about at the number they publicize on their web site and on the back of the card they sent. There is very tiny print on what I got in the mail giving information about how to decline the card offer and/or opt-out of future mail offers from netSpend. It is tucked away and does not address the problem I am reporting. I should not have to ask not to receive such mail with a personalized card enclosed. Something like that should never have been sent. I should not even need to go to the trouble of shredding the card and filing a complaint about receiving it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-17

Torrance, 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

2015-07-14

Las Vegas, NV

Overdraft, savings or rewards features

Prepaid card: Mobile wallet

Complaint: Netspend offers to allow customers to refer a friend to get a Netspend card and after their friend makes {$40.00} in deposits onto the prepaid card, both people are supposed to get {$20.00} each deposited onto their cards. I e-mailed the link to my domestic partner who does not have a bank account due to losing employment and having ruined credit in the wake. He clicked the link to their site and completed the application XXXX times before giving up because it had been weeks since he applied and the screen told him that his card would be here in 2-4 weeks. 2-4 months later, he decided to try to just go in through my account online and order himself a card. They linked his card to my account and we called Netspend customer service for assistance to get him the card I had sent him a referral for. The new card had to be cancelled and he was sent a different card that is his own account independent of mine. We called them this morning to inquire about our {$20.00} deposits that have not shown up ( that we could really use to help us pay the rent this month ) and they said that he did not qualify for the program because I could not have referred him because he got a card the same day I did ( referring to the XXXX linked to my account that I did not add anyone to at all! ). We spoke with a rep and a supervisor and they maintain that XXXX has been a customer longer than me and that he is not eligible to be a referral of mine. It is just frustrating that this is where my paychecks are going to now and these people are idiots, saying XXXX purchased his card from XXXX XXXX. He did not! It is the XXXX and only card he ever received from his inquiries from the referral program that XXXX of their idiotic employees sent to him. He never received any other cards on any other accounts and I never even authorized him as a user on my account. I just happened to be logged into it XXXX time when he was trying again to reapply for the card that never came. We were on the phone with them for over an hour this morning just trying to get the referral money promised by their ads ( because we are poor and need it that desperately ). XXXX has gone through so much hassle with all of this nonsense and explained it to the rude woman on the phone today. We did everything we were supposed to for the program, but never got the money promised. The lady said it could have been their software/internet issue, but refused to manually credit the reward fund to either of our accounts. After all of this trouble, I sure wo n't be referring anyone else there, that is for sure.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-07-11

Blackbird, DE

Fraud or scam

Prepaid card: Payroll card

Complaint: I received a letter in my mailbox from netSpend out of XXXX, Texas it is a Prepaid MasterCard that you can load your full or percentage of your paycheck to. This company even provides you with a Routing number XXXX and an account number XXXX through XXXX, ( this is not my information it is theirs ) I believe they are in XXXX XXXX, South Dakota. The thing about this prepaid card is in order to set it up you have to enter the XXXX digit card number and then the # key. Then they ask you for your SOCIAL SECURITY NO. and DOB. You can not speak to anyone at this company until you do those following steps. What makes this situation weird is I am unemployed and as random as this card is there are over XXXX complaints on line from people who have given this information on line and have lost their paychecks and have bills that are past due. I actually put in a fake SS no and a fake DOB to see what would happen and I was able to give the card a XXXX digit pin. What makes this bad is after I spoke with this company over the phone I got an email where someone had changed the pin number. This company is in the business of scamming people out of their paychecks by making them use their financial institution to deposit their money. Many people are not aware that this tactic is illegal. The mention on the letter that they do not accept printed checks, they do not accept deposits via wire transfers, if you do they will return the check to you or destroy it. Only the person on the card can make the direct deposit. The note directly under the card says " I indicated that I had an interest in the card and that is why they sent it to me ''. I have never heard of this company nor did I intentionally or unintentionally ask for this card- so that is a lie. Once a customer signs up for this card giving them their social security number the company now has access to your credit and all of your other banking and credit reports. They take money from your account, add stop payments to other bills to other companies and put stop payments out on you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-10

Apple Valley, 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: Yes Timely Response

2015-07-08

Grandview, IL

Managing, opening, or closing account

Prepaid card: General purpose card

Company Response: Company can't verify or dispute the facts in the complaint Closed

Disputed: No Timely Response

2015-07-07

Dallas, 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

2015-07-07

Detroit, MI

Managing, opening, or closing account

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

2015-07-06

Boise, ID

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

2015-07-03

Katonah, NY

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Net Spend XXXX Texas XXXX has an agreement on small claims action. They agreed to stop payment XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Ny XXXX XXXX XXXX XXXX checks was not cashed only the one XXXX XXXX. We sent to Supporting Complaints Dept of Finicial Assistance XXXX XXXX XXXX XXXX Ny XXXX reference # XXXX Net Spend. They 2 Business days and some seem to leave job XXXX @ Finicial Dept Ammends must be made because XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Office tried to file false claims XXXXXXXXXXXX has them incontempt of court XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-02

San Jose, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Someone hijacked my VA Pension check by ordering another card in my name.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-01

N Las Vegas, NV

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