NETSPEND CORPORATION

2019-06-11

Grand Prairie, TX

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Don't want a card provided by your employer or the government
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-11

Santa Maria, CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-10

Greenville, MI

Trouble using the card

Credit card or prepaid card: Payroll card

Problem with direct deposit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-10

Tucson, AZ

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: On XX/XX/XXXX I loaded {$300.00}. When I went to spend it online, all my charges were declined. I called and XXXX said it went to fraud dept but they wouldn't tell me what was going on or what the charges were. I told him to just close the account if I can not spend my own money. XXXX closed the account and told me it would take 7-15 business before I received my refund check. On XX/XX/XXXX I called back and spoke to XXXX. She said the check was processed on XX/XX/XXXX to give it 48 more hours. On XX/XX/XXXX I spoke with XXXX, she said check was mailed XX/XX/XXXX. A specialist would call me by XX/XX/XXXX. No call and still no check. On XXXX XXXX said they cancelled the first check and were issuing another # XXXX I told her I wanted to speak to a manager. SHe left me on hold & eventually the system kicked me out. I called back and DEMANDED to speak to a manager. I got XXXX who said she was a supervisor. She told me somebody would call by XXXX to issue a check TODAY. No call AGAIN. I called back again on XXXX XXXX, another supervisor, said he was waiting on a computer update about my mystery check they allegedly sent. A specialist would call within one or two hours. I am writing this on XX/XX/XXXX, six weeks after the initial fiasco began and still no check. I will follow up this complaint with as many complaints and agencies I can find today. This has been a nightmare experience met with foreigners and incompetence answering the phones and repeating the script like good little slaves. The desired resolution is the return of MY MONEY into MY ACCOUNT. NOW!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-07

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Sent card you never applied for
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-06

Jupiter, FL

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: This complaint is in regards to the MileagePlus GO prepaid card offered by NetSpend. Not only did NetSpend tried to charge me the {$85.00} annual fee TWICE before even using the card, but the I've earned XXXX XXXX miles last month and it was never posted to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-05

Santa Monica, CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting, activating, or registering a card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-05

Manhattan, NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-05

Nyc, NY

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I used my NetSpend prepaid cards in XXXX platform only later to be advised that all bookings were illegal transient use unsafe and other. Requested NetSpend to issue charge back after all the work I did to assist they in filing 2 claims under # XXXX and # XXXX they issued credits but we're not paying all the disputed charges in my claims that I submitted. NetSpend closed each account I had .then blocked me access via calling them having hard time to collect the remaining disputed charges, NetSpend sided XXXX validated them, they couldn't each booking was short term illegal contrary to NY multiple dwelling law in fact NetSpend wouldn't send me any rebuttal by XXXX I had to beg them for it yet what they provide was baseless. NetSpend then told me in on my in and won't go after XXXX too resolve it Ms XXXX from NetSpend said that. I went back to them via e-mails and calls telling them it's part if my claims you can't. You also violated my rights under fair credit act. They distressed me so much. I had two charges XXXXand XXXXthst are pending they refuse to restore the charge back to me knowing they are illegal and city if XXXX XXXX issued violations illegal transient use, fire hazards ECT. You can't allow them to go unpunished they said In not entitled to use their services anymore either all cause I file a claim. They are unfair violated my consumer rights under fair credit act ECT. XXXX platform is illegal entity charging excessive fees for unsafe illegal transient use. NY building Dept in fact issued violations for illegal transient use of apt and other fire safety issues ECT. Contrary to law here. NetSpend contradicts itself if you restored a charged back on a few you can't ignore the others they are all illegal bookings. NetSpend is involved deceptive practices they try to not send me other fees till I caught them. They owe a duty to continue the claims that were unaddressed. XXXX can't validate what's illegal it's proof they admit they allow these shirt stays unsafe fire hazards conditions to the public and NetSpend is condoning it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-06-04

Carlsbad, CA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-31

Dayton, OH

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-31

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-31

Bolingbrook, IL

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Complaint: On XX/XX/XXXX, I learned Netspend closed all our family 's account for " unacceptable account usage pattern '' Though following terms, I assume this was a pretext for just not profitable to them as they would not disclose anything further. Netspend refused to refund the {$85.00} annual fee I paid on XX/XX/XXXX, just a month ago. They cited since the account is closed, they can't refund. They also refused to send me the remaining balances on all prepaid cards in the family, citing a {$5.00} fee for checks to be mailed as well. Since I am not closing the account, the balances and fees for past year, {$85.00} each, should be refunded as I was not able to use the prepaid card for the full year as paid. There shoudl also be no fee for mailing us checks. I was not able to use the remaining balance on the card as well via debit transaction as blocked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-31

Mill Valley, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: NetSpend authorized over 21 charges in XXXX over 88 minutes directly after my direct deposit. This was clearly an inside job of a NetSpend employee as the first phishing attempts occurred the same time of month my regular direct deposit occurs, always XXXX XXXX of the month. They refused to open a case with a case number while the requests were pending showing hold which further jeopardized my efforts to conform to their policy, report within 24 hours. Their call center is in XXXX. All my legal charges are in California, XXXX and only ever in XXXX out of America. Four to five charges from XXXX occurred per minute directly on the XXXX my paycheck direct deposit came in at XXXX XXXX with 5-6 companies repeatedly making charges. NetSpend provided the approval codes starting at XXXX, XXXX all the way consecutively through XXXX. Fraud of $ XXXX+ occurred and NetSpend made 0 efforts to warn me. These were all made in XXXX where I have never purchased online, I am born in California, have never been to XXXX and charges totaling $ XXXX+ were taken from my checking account balance before I looked at my phone, my paycheck availability immediately was reduced {$2600.00} versus a Hold being placed. Card was cancelled within 2 hours of this. After cancellation, 10 hours later another 29 charges from the same criminal organizations in XXXX and charges below were placed on Hold and Pending by NetSpend.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-30

Little Rock, AR

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble getting, activating, or registering a card
Complaint: I purchased a NetSpend card in 2015 I made a purchase use an online casino games and I also have been trying to use the car to get my government benefits which is social security my social is XXXX several counts has been in my name and I think there are still active and I asked them why I can't activate a card and they do not tell me anything they tell me I just can't open a car anymore I never did nothing to make them not accept me for having a car I filed a identity theft I'm with the city of XXXX XXXX Police Department on XXXX XXXX and when I got my report it came back identity theft was Financial off to NetSpend cards and I was the victim
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-27

Oxford, GA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-25

Chicago, IL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Complaint: I received a credit on my netspend account from a store I was in. I did a return although the original purchase was half cash Nd half my debit card, the store had no cash so they processed the full amount to my Netspend card. I been threw away the receipt because I didnt need it and Ive contacted the store asking if I could receive another copy but I was told they dont keep copies and cant look up any copies. Ive told my bank that but theyre still not releasing my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-23

Roseland, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-23

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-22

Cub Run, KY

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I have a NetSpend card and was charged by a couple merchants I shouldn't have been. I filed a dispute and one vender returned my funds to them but they are holding it till the other company does the same. It has taken months. This has put me and my XXXX kids in a financial bind. They have my money from the one merchants and are keeping it to draw interest for their own benefit. They told me first I would get it back as soon as NetSpend received it. Now they are saying they won't until the other 2 disputed accounts are finished being investigated. This is really hurting me and my family so much. They keep saying a manager or the dispute department will call but they never do. I want them looked into if at all possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-22

Clayton, MO

Problem getting a card or closing an account

Credit card or prepaid card: Government benefit card

Trouble getting, activating, or registering a card
Complaint: I received a reloadable awards card through the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Non-profit organization in XXXX, Missouri. The initial stipend loaded was {$50.00}. I attempted to activate the card XX/XX/XXXX via toll free number. In the middle of this process I heard a recording stating something was wrong and my call was redirected to a live customer service associate. I was being advised that I needed to be transferred to another department because it was a XXXX XXXX reward card once I was transferred to the second representative he informed me after getting some basic information that I had a balance of {$56.00} which is a forced payment from the XXXX XXXX which was a internet service provider I didn't ask for specific information he first refused then as I continue to talk he told me that this was a force payment from the XXXX XXXX which was an internet a mobile internet service provider I then proceeded to ask for details of this balanced and to get additional information he finally told me that this was a force charge from the XXXX XXXX from the year XXXX I didn't ask when was the last load to the card which was XXXX if I remember correctly I'll only {$210.00} and that {$100.00} was taken by NetSpend corporation on an ace branded NetSpend card but I didn't explain that to him I didn't begin to dispute this charge and explain to them the timeframe from the balance and that they allowed to force charging a prepaid debit card as I'm speaking to him I'm researching this information and see where there was a lawsuit class-action suit filed by the Federal Trade Commission and XXXX and XXXX and explain to the gentleman that he was doing an unfair business practices involving the fair credit protection laws and that this was a ghost that that you not even if you attempt to collect it on he continue to try to collect this money I proceeded to explain to the associate that this money was issued as a stipend for a state program that I am affiliated with that required to participate in and he continue to try to collect this debt I as I was talking to him I was researching on the internet and software the Federal Trade Commission filed a National Consumer lawsuit and settled that in XXXX he continued to try to express that this was XXXX and they wanted to collect I explained to him that I was in a situation where I'm homeless and these are monies for me to live from I didn't ask for supervisor after some backlash from the associate he finally got his supervisor on the line the supervisor still wanted to stress that I need to pay this money I didn't ask for his boss was then I suppose it manager got on the line I spent an hour and 35 minutes going back and forth with these people and I was assured that within 48 hours to days someone will call me back from their Corporate Offices because they had supposedly no way of handling this this escalation of the call and this dispute of the information to connect it with my personal information immediately I then called back on that Friday and was given the runaround again I called XXXX which is associated with NetSpend is well and still was given the runaround was transferred three or four times talk to another manager and supervisor again I wasn't sure that I would get a call back within 48 Hours fast forward to this past Monday of XX/XX/XXXX I called back and no excuse me I'm sorry this past Sunday until XX/XX/XXXX I called back and I was told that the request was not sent us Indiana to XX/XX/XXXX and that I should get a reply from corporate via phone call on XXXX on XX/XX/XXXX this Monday I have not received any kind of Correspondence phone call email or text message anything from this company I have been put on hold and left there for an hour by another employee when I've called and asked for my supervisor and manager asked for an explanation as to why not been contacted back again did they have stated that this is from XXXX the last load was in XXXX which they are not admitting to the fact that they took that {$100.00} in kept it. I finally got out of one of the managers that my account was hotlist it and that I would need to pay the balance due or they would just send me a check for the {$50.00} but I've been lied to so many times these phone calls I don't even believe that would happen
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-21

Charlotte, NC

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I had put in a dispute claim because I was XXXX and had wrote netspend for the XXXX in S.C. telling them it's not me spend my money. They sent me out an letter so that got me permission to call them and order a new card to the jail. When I got out put in the dispute claim and they gone tell me they don't see an error. Money being spent XXXX XXXX and all over XXXX and I'm XXXX the whole time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-21

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Can't close your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-19

Robertsdale, AL

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-17

Ardmore, MD

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response