[Resolved] Heb Netspend Prepaid Card / atm fees

TX, United States Review updated:

I recieve Social Sercurity disability and get a monthly check. About four years ago I decided to get a prepaid debit card to avoid the hassle of trying to get the check cashed and waiting on the mail. When I activated the card, I enrolled in direct deposit and choose the Fee Advantage plan. According to my plan signature and pin purchases were free also the first two in network ATM withdraws were free as well. I paid $7.95 a month for this plan and at that time I had no internet access. This year in June I gained access to the internet and in August I started looking at monthly statements online. I was surprised to discover that I had never got any free Atm withdraws. I contacted customer support and got a message in my secure inbox stating I had not used an in network ATM. My plan reads if I use a network ATM the owner fees and the first two ATM fees of $2.50 will be waived. I did a little searching to find the network ATM's and discovered most 7-11's have a Allpoint ATM machine and I knew I had used 7-11 several times last year and found the transactions on my online statements but was still charged the fee. Contacted customer support again and after actually get an agent it took 45 minutes of trying to explainand understand agent for her to tell me, she was going to transfer me to her supervisor. After another 45 minutes of waiting for the supervisor I just hung up. I have proof of at least 6 times I shouldn't have been charged. I got a another message in my inbox this time they say that they already waived the signature and pin transactionsand are not going to waive the ATM fees that are outlined in my plan. It's asif they are doing me a favor by letting me pay my monthly fees and honoring only the parts they want. It's not alot of money however if they are doing it to the other 3 million card holders then there is a big problem so check your fee plans and watch them very close. I am very curious as to how many other people are being victomized. My card is also associated with HEB and I will be contacting them as well

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • NetSpend Corporation Customer Care's Response, Sep 26, 2014

    We apologize for the problems you both have experienced with your cards and our service.

    We would appreciate the opportunity to assist you with this. Please send your information to [protected] and we will make sure this is addressed.

    Thank you,


  • NetSpend Corporation Customer Care's Response, Aug 26, 2015

    We regret to hear that your username and password are not working. Please email [protected] and we will be happy to look into this for you.

    You can also enroll in our free Anytime Alerts to get notified of your balance. We look forward to hearing from you.

    Thank you,


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  • Kr
      Sep 10, 2014

    I recently purchased heb card not knowing it was part of netspend. This was sunday
    September7, 2014. I loaded the card with $215.00. They would not activate my card, for use. I contacted heb, where I made the purchase and loadedloaded the money, they said they couldn't help me as nestled was a third party. It's now Wednesday and I can't use my card or get the money back! I called the company. They said the card was active! I made the guy stay on the phone with me while I got a drink. The card went through! But as far as using it again, later that day, it says no money is on it! Ok where the hell is my money? Who can help me! I'm totally disgusted that heb is in parsnips with them. I want my money

    0 Votes
  • Sh
      Aug 19, 2015

    I tried to check my balance. When I entered my User Name and Password - it says it's invalid. I called to check my balance and I have to pay a dollar. I put my user name and password in my Reminders on my phone when I activated my card. I know they are correct. It makes me feel that they are forcing me to call to check my balance just so they get a dollar. I don't like feeling cheated and I will not be using thus card again.

    0 Votes
  • Jj
      Jan 01, 2016

    As the complaints above, this card is useless. My husband and I received 2 cards for christmas. One for me and one for him. We activated both cards, which had $50 dollars each. When I tried logging in the other day and I was unable too. Aside from the fact that we hadn't used the cards yet and we get locked out of our accounts. I think after all the negative reviews I have seen. I dont trust Netspend and on top of that, I do not feel comfortable having to email documents such as a copy of my social security card, my ID card, and a bill to show proof of my address. Plus I dislike that you have to wait for them to troubleshoot the account in order to find out why you're receiving the message about being being locked out. I would never recommend Netspend to a friend.

    0 Votes
  • Du
      Aug 13, 2018
    Net Spend - Lock out
    United States

    Got locked out of my account. Don't know what to do

    0 Votes

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