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NetSpend Complaints Summary

537 Resolved
268 Unresolved
Our verdict: With a good resolution rate, NetSpend generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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7:58 am EST
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NetSpend failure to cancel lost card and canceling reissue card without customer notification

On february 24, 2011, I contacted the netspend corporations's call center and reported that I had lost my debit card and wanted to have it canceled and a replacement card; applying all existing applications, sent to me. I was advised the old card had been canceled and a new card would be mailed to me in 7-10 days. On march 9, 2011 I had not received the replacement card and called the call center to inquire when the card had been mailed. I was advised by the rep that the replacement card order had been canceled on february 25, 2011. I was never advised of this canceled order for the replacement card and was further advised that the originally canceled card had been reactivated and used for a $80.00 withdrawal on my advance credit line. I am of the position the failure to advise me of the canceled replacement order, after being informed I had lost the card, constitutes a liability that netspend can not ignore or justify.In the least it was an unethical act which resulted in the use of my original card, after I had been informed it could not be used. I am herewith making a written complaint that equally serves as notice I will file a warrant in detinue to recover all moneys available to me via the netspend elite visa card that was not canceled as requested, and an additional motion for judgement, seeking compensatory and punitive damages in excess of $10, 000.00, for the acts and omissions cited above, if my concerns are not addressed to my satisfaction on or before march 30, 2011. My efforts to gain access to netspend's general counsel resulted in my being deliberately placed on hold by an unidentified supervisor for 41 minutes, and having a supervisor named "evelyn" disconnect my call.

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5:09 pm EST
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NetSpend what a total scam!

My Netspend prepaid Visa card was sent a few days ago. It is a permanent card to replace the temporary that I purchased back in January of this year with a 15 credit/balance startup bringing the total to 24.95 initially. This was done at PLS a check cashing company in Phoenix at 38th st. and E. Thomas, this company is one of your authorized agents engaged in the purchasing and issuing of your Netspend card.

This temporary card was never activated due to error in data entry by your authorized agent I was informed.

After calling twice to your customer service number, I was told a copy of my social security card was necessary before my Visa Netspend card would be available... this was extremely inconvenient as I had paper documents in storage in the 118 degree attic.

I had your PLS authorized agent call 2x to clear this matter up by validating what my social security number is since this agent cashes a SS check for me monthly for over 3 or 4 years. But that didn't seemed to be good enough for Netspend. The Netspend logic being that the Netspend agent PLS could not be trusted to validate my SS number accurately even though they cashed my SS check monthly. Week and a half ago a PLS agent called Netspend once again to straighten this out and insisted on a resolve of the card which was withheld for 9mos. from my use.

Today when I called Netspend to activate this permanent Visa received a few days ago in the mail your representative tells me there is zero balance. . that the system automatically withdraws a fee from card after 3 mos. if their is no activity on the card. Well check this out... I expect Netspend to then manually put my 15. dollar balance back on my card as I purchased originally. The card was never activated which means I didn't agree to your policies and fees which you proceeded to execute and yet deny access to the use after purchase of the card.

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Richard414
Milwaukee, US
Jun 09, 2012 5:15 am EDT

Netspend scam
What is Netspend
Netspend Account
http://netspendscam.com/

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4:57 pm EST
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NetSpend do not use them

Read the fine print! This company will not tell you this:
In case of errors or questions about your card transactions, call [protected] or write to:

Netspend
Customer service
Po box 2136
Austin, tx [protected]

If you think your statement or receipt is wrong or if you need more information about a transaction listed on the statement or receipt contact customer service immediately. You must contact us no later than sixty (60) days after electronic statement becomes available on which the problem or error appeared.

1. Provide your name and card number (If any) ;
2. Describe the error or the transaction you are unsure about, and explain why you believe it is an error or why you need more information;
3. Provide the dollar amount of the suspected error.
If you provide this information orally, we may require that you send your complaint or question in writing within ten (10) business days. We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or question. If we ask you to put your complaint or question in writing and you do not provide it within ten (10) business days, we may not credit your card.

For errors involving new cards, point-of-sale, or foreign-initiated transactions, we may take up to ninety (90) days to investigate your complaint or question. We will tell you the results within three (3) business days after completing the investigation. If we decide that there was no error, we will send you a written explanation.

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Update by "WE THE PEOPLE" DEMAND JUSTICE
Jan 27, 2011 5:29 pm EST

MANY EXAMPLES THAT NETSPEND HAS A LESS THAN HONEST BUSINESS PRACTICE.
(RANN) STAFF
[protected]

NetSpend Legit Company or a scam?

In october 2009 i was sent a netSpend Visa Prepaid debit card in the mail to my address so today i tried activating it and the online system wouldnt work so i called they asked all my info social included and even they could not activate it now me and my mom are scared this company will take my identity PLEASE HELP!
1 year ago Report Abuse by Alina Member since:
January 23, 2010
Total points:
139 (Level 1)
Add Contact

yes. Google "NetSpend Scam" and there are hundreds of people who have filed complaints.
Source(s):
various complaint sites such as
http://www.complaints.com/2006/november/27/Complaint_-_NetSpend_-_Prepaid_Visa_Credit_Card_12843.htm

Update by "WE THE PEOPLE" DEMAND JUSTICE
Jan 27, 2011 5:20 pm EST

The point is:

1.) This information is not what is told to cardholders.
2.) It is netspend that put these charges to the card and the cardholder thinks it is a merchantbut it is not.

This is stealing and illegal! Too many cardholders are victims of this illegal transaction.

(RANN) STAFF
[protected]

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4:47 pm EST
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NetSpend this company is a scam and under a federal investigation

I went a couple of weeks ago and deposited $800.00 on my netspend card. At that point my balance was over $900.00. The next morning i stopped to get gas and my card was denied! I quickly got to the nearest pc to check my account. My balance was - 3.66. My account had some p2p transactions. (Person to person) i quickly called netspend and explained.

they told me to send a hand written letter and police report. Which i did. Here it is 2 weeks later and they won't tell me nothing. They admitted it was trasferred to another netpend customer's account. They will not give me any additional info. I have 2 feelings about this. First, i won't get my money back. Second i feel like it was an inside job. No one knew my pin number but me! I know they can easily look up the account it was transferred to! But they claim they can't. I am not a rich man by any means. I hace struggled the last few weeks to keep my bills paid, since losing my money. I feel no compassion from their end at all. My next step is maybe contacting visa or the local news. I have read complaints in other forums that related to mine. Apparently they know about this p2p scam and fail to fix it. I believe this company is corrupt! I have read other people say this company is great with no problems. Well i would have said that a month ago. Three years and no problems. But beware you will be next!

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cibernetico101
Cocoa Beach, US
Dec 19, 2011 1:45 am EST

Did you ever get your money back?. I am going thru the same situation. In my case someone used my login, knew my password and transferred over 3K to their account. It sure smells like an inside job. I know that I never gave my password/pin codes etc to anyone. I consider myself stupid for trusting this company. Their customer service is a joke. As a customer my impression is that they don't have a CRM. Each time I call, they want me to repeat the entire story.

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9:24 pm EST
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NetSpend withdrawl of money fee scam

I have been a Netspend customer for 3+ years. I choose to come to them due to the ease of using the cards and the minimum fees. I went into an ACE location yesterday to withdrawal money for my rent total $1200, I was told that there was a new rule in place and they now charge to withdrawal money after the first $300. This immediately alarmed me because I have not received an email, mail or text notification with any of this information. Although I did receive an email notification of their new elite program, I found this extremely odd. I asked why did they not inform their customers his response was that it was posted on their website. I said well this does not justify sufficient notification, many people don't have regular access to a computer, and furthermore why go online if you can send a text to them for your balance? The ACE employee of course could not answer. I then asked what the fee was he said 2% of the withdrawal - I WAS IRATE AT THIS POINT. TWO PERCENT OF THE $1200 AFTER THE INITIAL $300 (i WAS CHARGED ON THE $900) TOTAL FEE $18! I am still pissed off - what a rip off. I told him they are only doing this because income tax is coming and people are going to be pulling of large amounts - if you have $5000 being pulled out after the $300 they don't charge for that is $94 - that is a lot of money. I was thinking what if all I had was the EXACT amount I needed for my rent then I would have been short because of Netspends horrible business practices. At minimum they should notify consumers at least 1 month ahead. He said they try to compensate by the lower $5 fee vs the $9.99 fee - there is no comparassion - they are trying to get over because they feel that most people that have this card needs it because they can't get a bank account. I chose to get this card because of the ease of use and no hassles with the bank. I make between $3200 - $3500 a month I am not trying to throw money away by paying ridiculous fees to access money when I need it. It's not even reasonable withdrawal limit. Most banks allow $500 minimum withdrawal limit without any additional steps. I am outraged and will be closing my account before my next direct deposit. I refused to be taken by this monster of a company. This is truly a scam! I will be checking to see if they broke any laws by not providing sufficient notice of their changes. If they did I will be reporting them to every appropriate agency.

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alexander ramirez
, US
Jun 15, 2009 4:59 pm EDT

I did not authorize and credit card set up charge for 99. 00

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Babs67
Denver, US
May 14, 2011 9:56 pm EDT
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I know that by law that they do have to give notice of any changes made, depending on what card you have they are all actual banks but locates in Texas, I had a run in with them today because their systems are ordering cards without the card holders permission, though they are coming to use its a pain in the ###. I threatened to report them and start a class action law suit, and they seem to jump and seemed be alot more nicer to me, what bugs me is that most of these employees are out of country and can not give you an answer to save their lives they are reading from a book, Ace check cashing employees are not employees of net spend and can not help you answer questions only what they are told so my advise to you is that you write the bank and send it certified and let them know that they a in breach of informing the card holder of any changes I know you probably resolved this cause your post was 2010 but if you know the laws it makes it very easy to have a netspend card and get your way.

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alexander ramirez
, US
Jun 15, 2009 5:03 pm EDT

please refund my account

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10:18 pm EDT
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NetSpend unfair practices

This bank is to be avoided.

Fees are very high.

Automatic deposits are not posted to account as per instructions.

They locked my internet on-line banking account for an unknown reason and they have not reinstated it. I have called them for over six months and each time they (customer service) say my request will be forwarded to that department and that my service will be back on in 4-7 or 2-4 or 7-14 days. It is still not accessable.

Customer Service personell can be very rude and periodically speak very rough English. The room they are in is very loud and this sometimes makes it impossible to hear the person you are speaking to. They refuse to connect you to a supervisor or another department stating they don't have that capability.

My account statement period ends on the 14th or 15th of the month and I don't receive the US mailed version until after the 1st FIRST of the month...over 15 days after the statement period ends.

They have shut down their e-mail and also their fax support. NOW if you need support help your only option is to send them a letter via US Mail. I suspect they closed these due to a very high volume of complaints.

Sadly I have been banking with them for more than 14 years, this is the fourth company that has owned the bank and by far the worst.

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casey1990
Port Angeles, US
Jan 31, 2013 11:00 pm EST

I have been trying to contact this bank for over a week now! Every time i call it says the same thing about experancing high volume and to call back I have yet to talk to a REAL person! I withdrew money on Friday the 25th of January and I got shorted $40 then I call to check my balance and it said that I have a overdraft fee of $49.68 which I din't do I really would like a REAL PERSON to contact me asap PLEASE!

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casey1990
Port Angeles, US
Jan 31, 2013 10:56 pm EST

I can't believe this bank! I have been trying to get a hold of this bank for over a week now I have a overdraft fee that I didn't do also I'm locked out of my account for no reason! Everytime I call I get the same thing that they experance high volume, REALLY!?!? for a whole week!

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kstelly
cypess, US
Aug 01, 2011 10:14 pm EDT

this is the most unprofessional bank i have ever dealt with.
they took money out of my account and is giving me the run-arounds on giving me my money back.
i followed all instuctions on what paper work that was needed to file the complaint on the fraudulent activity that was on my account. after reading the reviews on this bank im further learning that they are a BIG RIP OFF! Im still waiting on my money to get drafted back into my account so that i can close this account and send my direct deposites to another bank! if you know anyone that is banking with this bank please inform them to switch banks soon because sooner or later they will have funds drafted from their account that was no authorised and will not get them refunded before 90 days and then thereafter the account will be closed!

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PissedDanielle
Hobart, US
Jul 14, 2011 1:04 am EDT

I've had this bank for less than months, and all I get is problems, they shut down my account online and locked it. The girl I talked to on the phone told me she unlocked it, but it is still locked. I've already made a bank account with another bank, and once I spend the rest of the money on this card, since it's too expensive to withdrawl it because fees are so high, I'm sticking to Tech. I went to walmart, and my card was declined, when I know I have money on it, so when I called in, they literally told me they were holding on to my money for two weeks because of an online purchase I made at Amazon.com. There is really no reason they have for holding on to it. She said I can't get my two hundred dollars back until next friday, unless I want to contact a representative of the website and have them send in a letter with the letterhead of the website and a signiture, then they would send me stuff that I would have to sign, then send back. By the time all that is done, it WILL be next Friday. I hate this bank, and can't wait until I'm done with them.

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10:25 pm EDT
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NetSpend atm fees

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

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Dummymoss-13
, US
Aug 13, 2018 11:24 am EDT
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Got locked out of my account. Don't know what to do

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jjhenri253
, US
Jan 01, 2016 10:57 am EST
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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.

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Sherdi
, US
Aug 19, 2015 1:26 pm EDT

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.

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Krishunda armstead
Corpus Christi, US
Sep 10, 2014 10:32 pm EDT

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

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10:39 am EDT
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NetSpend cancelled card after depositing $900. oo

Deposited $900.00 on 8/24/2010. Made a transaction for insurance by phone in encinitas ca (Less than $300.00) on 8/28 tried to use card recently and declined "suspected fraud". Called customer service and verified my identity and they informed me my card has been cancelled and my balance was one dollar. Asked to speak to supervisor, put on hold for one hour. They are trying to steal over $600.00 from me! Customer service is rude and every attempt to resolve this is a dead end.

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Margaret Crayford
Clearlake Park, US
Jul 25, 2014 10:52 am EDT
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I had 4000.00 loaded on my card was use it and went to use again and card was cancelled with no explanation would like to get it back or at least know why it was cancelled

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JHIERRY GORDON
Ellenwood, US
Jul 15, 2012 1:38 pm EDT

I am having the worst day dealing with Netspend. My account has been blocked by them, due to a refund done my a store back to the wrong Visa card. Alex at Netspend was rude and very asinine about the entire ordeal

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TravV
, US
Sep 29, 2010 10:36 am EDT

Dear Kevin,

We apologize that your account has been compromised. Your account was closed to prevent any additional fraud on your account. We show that all of the funds on the account have been used by the thief that had access to your information. We strongly recommend contacting the FTC and credit bureaus to report identity theft since this person knows your personal information. We are in the process of getting these funds back for you due to this unfortunate incident. Unfortunately, there is no phone number on your account, so we are unable to contact you. Please call us at your earliest convenience so that we can discuss what will happen with your funds.

Again we would like to apologize for this unfortunate situation you have to endure. We understand it can be frustrating and look forward to speaking with you.

Thank you,

NetSpend Corp
[protected]

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2:36 pm EDT

NetSpend unauthorized charges

I am computer illiterate and am having problems with netspend.com i. E. Prepaid visa account. Several unauthorized charges from family save.com & family care.com have been made to my account and I cannot find information on family save so that I may contact their customer service. Help!I did not order any products from these companies nor do I have any pending purchases,. How do I get my money refunded. I have made contaqct with family care and they were rude but still I received a cancellation number but my phone conversation was not a pleasant experience. How do I get my money back?

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Parker
, US
Feb 18, 2009 11:32 am EST

Netspend is the biggest rip off ever. If you can please avoid using their cards. I recently had a run in with their rude customer service reps regarding why the places a 'block' on my money. I was told I had another account with a negative balance of $360. I explained to them that I never opened another account and the only account I have with them is the one I activated a day prior to this incident. They refused to investigate or remove the block. I immediately canceled the account and wanted my money returned, they told me they would send me a check in 20 days and then charge me a $5.95 processing fee. I was shocked and quite frustrated to hear that they were charging me to get back my money! That was outrageous, then they do not offer any other way to get your money back other than waiting almost a month for a check. Thank goodness I am not in serious need of the funds. If you must use a pre-paid card I recommend green dot.

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Brenda D. Bell
, US
Dec 26, 2010 4:53 am EST

I am being charged $5.00 every month by netspend & I'm do not understand why & whenever I call to talk to a representative all I get is the automatic service and no satisfaction, all I want is for the charges to stop.

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xoxovampy
, US
Jun 27, 2009 2:48 am EDT

Wow, I think I would have been more concerned about having them look into that other negative account, more than anything else. I mean, where did that come from and why? Also, do they know if it was really you or how closely that information came to matching you?

Unfortunately, when you do cancel an account, that fee is stated in their terms and conditions. They charge you to cut the check that sets you free. In your case, it'd be awesome if they waived it to make you happy, but unfortunately, it sounds like they really believe that you are the same person that owes the money.

So they are going to play hardball and charge the fee :(

I'm sorry.

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4:43 pm EDT
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NetSpend unauthorized charge

I was online today 7/22/10 checking my account because I had some very important bills to pay that would totally take all the money in my accout to pay, so I wanted to make sure that before I made the payments that there would be the amout of what I was going to pay on my card. Well low and behold amazon.com amzn.com/billwaus was under my pending charges for $69.99 for some books that I never ordered. Of course I had to alert all my friends and co-worker to check their balance because this is fraud. I will be calling my attorney to find out what can be done about this. I copied and pasted the name of where the charge was coming from and found this site. It appears that I am not the only one this has happened too, so people check your bank, credit cards or what ever type of accout you have to make sure that you don't have charges that you did not authorize coming from amazon.com amzn.com/billwaus. Thieves!

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kihelp
ST. FRANCISVILLE, US
Sep 09, 2009 4:01 pm EDT

I have a charge on my account from VISANET TERMINAL TRACESAN MATEO US. Which happens to be the same amount of my car payment that I made to a credit union using my NetSpend card. I called the credit union and they said they did not know of any holds etc. I called Netspend and they said they could not help. Anyone know anything about this?

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Dave Townrow
Echuca, AU
Jun 14, 2012 4:19 am EDT

a friend has had $1000 taken from their account from 10 itunes transactions for slotmania..what can be done to this moneyback?
dave

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TravV
, US
Aug 06, 2010 8:31 am EDT

I am sorry to hear that this happened to you. I have personally had some unauthorized charges show up on my account and it is very frustrating. Have you ever done business with Amazon before? I would contact them to see if they could refund it. NetSpend should also be able to dispute this charge, but I know you will have to fax in a letter of dispute.

I would have directed this complaint to Amazon though since they were the ones that charged your card.

Good luck and I hope you get your money back.

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TravV
, US
Oct 19, 2009 3:14 pm EDT

Visanet is the network Visa uses to process transactions. A lot of times when you see a transaction pending it will show Visanet, but when it posts it will show the actual merchant name. These charges are most likely valid, it just did not show the merchant name.

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bizemom
Cartersville, US
Sep 10, 2009 11:17 am EDT

I was just charged $10 from VISANET TERMINAL TRACESAN MATEO US and I have no idea who they are.

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3:58 pm EDT
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NetSpend customer service and unauth debits

This motel used my credit card number from a previous stay over 2months ago and debited my acct again without my auth on [protected] for 50.53 which I have not stayed there since... I called net spend customer service and there really slow none fluent english speaking reps... This is a pissy company I will be filing a lawsuit on netspend..com. Future customer's be aware do not allow yourself to get put in a trap this is a scam company...

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TravV
, US
Jun 29, 2010 10:37 am EDT

It sounds to me that your complaint should be directed towards the hotel that charged your card. You may have owed money in which they were finally able to collect if there were not enough funds in those 2 months. Every financial institution should be able to dispute an unauthorized charge such as this, so I am sure that Netspend can help. It is difficult to find companies that do not outsource their customer service so I would not blame them for that. I wish you luck in getting your money returned.

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NetSpend horrible customer service

Worst customer service in the world. If you dispute a charge expect not to get it credited back to your account unless you call the Ceo of the Company! They opererate as a bank but dont do what a Bank does. Does it matter if you have been with them over a number of years? No it does not! Horrible Horrible Horrible Horrible Netspend! Omg they are terrible. They will treat you like you are at fault. I have lost money because i was to frustrated to deal with them knowing i will not get results omg omg horrible company.

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autismmom
, US
Oct 30, 2010 7:33 pm EDT
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Personally, I just had a LOT of unauthorized transactions (a lot of small transactions all in one day from the same company totally over $700.00!), I immediately reported via online dispute thru the netspend site, and I also called them right away too. I TOO often have a hard time understanding the 'frontline' customer "service" people too, but if you INSIST to talk to someone else, a supervisor, or in my case, the dispute/fraud area, you actually get someone who speaks english, but someone who can UNDERSTAND english...ARGH!
Anyway, I had to immediately notify them, and then they requested I fill out a special form, which I did right away that same day I noticed the 'pending charges' (some posted and some were pending still)...I could only fill out a form for the actual posted transactions, but I was told that I should keep an eye out on the pending ones, and if they did go to posted, I should also immediately dispute those charges as well, which I did the monday after, when they went from pending to posted.

I also contacted my local law enforcement, but they couldnt file a report, as I need much more info/what it was for/etc...and that theytold me unfortuneately that unless the amount was larger or I could proove Identity theft, they could file a report but not actively work on it...and since I had previously made one purchase to this same company, it wasnt considered ID theft because, even though I didnt authorize the unauthorized transactions, I DID give them the card info previously, so they didnt steal the number..they DID steal the money...kind of a weird thing, but understanding the ins/outs of how to make sure your rights as a card customer is ESSENTIAL to getting things worked out properly...

..if you do not take an ACTIVE and POSITIVE AND IMMEDIATE role in this, then you will unfortunately probably not get your issues worked out appropriately.

Anyway, my story ends like this, after I did my work on the account, everything they requested, I had to wait 5-7 days for Netspend to do their initial work, and since they could determine that I had a previous transaction with the company, I had to wait for a full investigation...if it was 'out of the blue' with a company I had never dealt with before, or a clear case of ID theft/etc, then Netspend, according to VISA and their agreement with VISA, they have to give you a CREDIT for the charges UNTIL they complete the full investigation...
I called them once per week thru the whole thing (the charges were unauthroized at the beginning of Sept, and I just got my proper refund last week, which was within the rights they had, because they had to send info to the company who made the charges, and its much quicker if hte company was in the US..thankfully this was, so they have to by LAW give the company a chance to respond...netspend did, and the company never responded, OR responded with information that was not showing I DID authorize those charges, so then I 'won' the investigation and got my money back...

Sure it took some time, about 45 days or so I think, and YES, we need every penny of that money, a family of 5 with 2 disabled kids, and my hubby is the only source of income other than 2 small SSI payments for my kids..and he has been laid off for some time, so he only gets unemployment...so the missing $700 was a TON for us!

Long story short, follow the directions exactly from netspend, keep a copy of everything, when you call, write down the name of the service person you speak too...and you will find, as long as you follow the directions, you will get your money back provided you are honest and the money was not authorized...if you try to 'buck' the system, you will not get anywhere and will never get your money back...so be honest, be complete, and keep on it...

IF you do follow netspends directions and have notified them in the time the laws permit/etc, and then they do not follow the law, then I would contact VISA directly as Netspend has to follow their contract with VISA, outlining the law specifically as to how to handle unauthorized/disputed transactions...so, you can see that info on netspends site, as well as VISA or Mastercard (whatever card you carry from Metabank/Netspend)...also, you can contact Metabank too...

BUt I wouldnt go over the top and all negative UNTIL YOU DO YOUR WORK FIRST...you will not be taken serious anywhere if you cant even notify/initiate the dispute properly, or get hot-headed with a front line service rep...stay calm, be complete and timely with your responses, and always ask for a supervisor if you cant understand or feel you are getting a correct response...

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Shenna Miller
Charlotte , US
May 14, 2010 7:49 am EDT

I agree their customer service... Sucks!, I hate calling them, you cant understand what they are saying, and they try to rush you off the phone.. Horrible.. hoerrible... horrible!

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7:42 pm EDT
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NetSpend fraud

My friend referred me to get net spend card so I did we were told we each would get 20.00 for referrall never got it when I called they said I was sent a net spend card two years ago never activated it or use it but that made me not eligible for card then when tried to cancel card they weanted to charge me

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victoriasmith
Terrell, US
Oct 02, 2013 8:18 am EDT
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I have never been more angry with a company than I am with Netspend. In the past 4 months I have been a victim of fraud. I live in Texas and the charges have been in Florida. My account and card were both blocked. My main reason for calling this past Friday was that I have direct deposit and was told that I would be able to call and have it transferred to a different account. When calling and speaking with the company concerning this matter, I was placed on hold for hours at a time and spoke to 11 different people. Finally the 11th person used common sense and unblocked the card for me to retrieve my funds then blocked the card back (all while I was on the phone with them). When I tried to find out the status of my account yesterday I was told it would take 10 days for the Fraud situation to be handled. This situation has put me and my family in a major financial bind. I will be closing my account and going with a different company/bank when or if they decide to place my funds back into my account. I will be filing with the Better Business Bureau and speaking with Texas State Attorney General.

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DownWithNetspend
Balch Springs, US
Feb 14, 2013 3:27 pm EST
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I bet TravV works for netspend...similar to a name I dealt
with

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TravV
, US
Apr 19, 2010 2:23 pm EDT

If you had a card with this company before then it is understandable that you would not be a new customer for them. I am sure there is fine print somewhere which states restrictions of this refer-a-friend program. Unless you were charged something for the card I would not consider this fraud.

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NetSpend rip off

Netspend lost my tax refund & refuses to help me there areseveral complaint just like mine there are a big rip off.

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jajajjaj, US
Dec 26, 2008 5:54 pm EST

On 12/25/08 I discovered that 14 unauthorized charges were made to my Netspend debit card. I called Netspend and was HORRIFIED to find out that not only was all of my money taken but there wasn't anything I could do about it. According to netspend, because these transactions are still "pending" I have to wait until they go through and then and only then can I start the dispute process (oh yes, and all the transactions were made on 12/24 and it is now 12/26 & they are still "pending"). Meanwhile I have $0 and I could be waiting for who knows how long to get my money back. The company treated me as if I were to blame for using my debit card online at some point in my life allowing someone to hack into my computer and gain access to my #. I was able to contact some of the companies that charges were made from and they were wonderful in immediately refunding my money when they realized that the billing address that the person who stole my number used and my actual billing address did not match up.
Another point I brought up to Netspend was how the transactions were allowed to be authorized if the billing address did not match up. They had no answer for this and continued to tell me that they couldn't do anything until the merchants collected their money. Many of the merchants were unable to be contacted because they are fraudulent businesses who's telephone numbers lead to no where or have been disconnected. I was informed by Netspend that many of these companies were associated with an online gambling site that is out of the country. I am filing a complaint because of the inability and unwillingness of the company Netspend to answer for why they approved transactions when the billing address was incorrect and also for their "too bad so sad" attitude towards refunding my money or helping me expedite the return of my money from these fraudulent charges. They made me feel like i was being punished for having my debit card # stolen and now I have to figure out what I am going to do for money until my dispute goes through. Nobody at the company speaks English and they all read from a script. God forbid you ask them a question that they don't have a scripted answer for because then they just start rattling on about the closest thing they have in their script even if it has NOTHING to do with the question you just asked. If you are even entertaining the thought of using Netspend don't!

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Kurt
, US
Sep 27, 2010 9:41 am EDT

Iam a disability patient and i had my wallet stole, so i requested the old card stolen .Well i was told another would be sent to me.Good, well time had gone by, and i finally came across some money to make my phone payment.That's when i had trouble with the payment going thru first it was because the card wasnt activated, i did when i got the card.So then i tried again this time money had been deducted for sending me a new card.I was never told i would be charge for a new card.And i had check my balances before just to check and there was no pending transactions

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TravV
, US
Feb 25, 2010 10:51 am EST

How did NetSpend lose your tax refund? Did they receive it and then send it back? Or did they not get it at all? If this is the case you may need to direct your complaint towards the IRS since they may have sent it to a different account. This happened to me once and it is a pain.

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ewissangl
Abilene, US
Feb 05, 2009 1:33 pm EST

Netspend is headed down the toilet due to their poor customer support mechanisms.

I wouldn't be surprised to learn that they are complicit in the theft of the funds themselves.

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12:37 pm EST
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NetSpend bad service

Is netspend going out of business? if so, will they tell us. i have never seen a credit card company have so many problems with their system and it is always down. i am really gettng scare with netspend. it is so hard to get customer service and its always some foreigner that can't speak or understand english very well. i had to ask for someone who can read, speak and understand the english language. i hate to say this, but i ask them is there any americans in customer service i can speak with. i am good at recognizing voices, but i am given a different name.

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Valerie
, US
Dec 04, 2008 8:27 am EST

I recently stayed at a hotel in Boise Idaho and used my NetSpend debit card for three small purchases. I was double billed for these purchases. After a few days all of the charges posted to my account except one. This charge, for $15.37 still shows as "pending" on my NetSpend account after 16 days.

NetSpend refuses to release the funds and variously cites their policy, and a law that says hotel merchants have 90 days to collect these funds.

I have contacted the hotel and they have faxed letters to NetSpend stating that they have released the funds and have no intent of collecting them. NetSpend still refuses to release them.

I have spent over one hour of cell phone time unsuccessfully trying to get NetSpend to release the funds. They have put me on hold for over 15 minutes at a time or simply stated their various policies. And have refused to let me talk to their supervisors.

This is not the first time this has happened. Over the course of my three years with NetSpend it has happened each time I make a purchase at a hotel. I've always had to work with the hotel to get the funds released but NetSpend refuses to do so. I believe that the problem is somewhere in the NetSpend system rather than the various hotels. And they refuse to remedy it.

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TravV
, US
Feb 11, 2010 9:31 am EST

There is no way that NetSpend would be going out of business. Their customer base is growing more and more everyday. I have been a customer for over 3 years and have never really had a problem with them. Yes their customer service is outsourced, but I feel confident that they know what they are doing. The website issues have been frequent more recently but I am sure this will be fixed also since this is a huge inconvenience for both us the customers and them. As with all companies they have to deal with their growth, and I am sure these problems will be resolved.
P.S. NetSpend is not a bank or a credit card company. They are a pre-paid debit card company.

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xoxovampy
, US
Jun 27, 2009 2:52 am EDT

Have you thought about not making any more small purchases at hotels? Or just hitting an atm and taking the money out to avoid all of this frustration?

Keep in mind when you make a purchase, it takes two computers talking, and two companies legal divisions to nteract with each other, often times indirectly.

Netspend may not be interested in a hotel saying they are going to release the charges because it still shows up in their system. The hotel might be better off refunding the money to get it to simply cancel out of the system if they wish to be helpful.

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mad1
Dallas, US
May 21, 2009 1:40 pm EDT

this is so true, im on the phone with them now and i told them my card was stolen and he wouldnt let me talk to a supervisor he insisted to fix it himself and sent me a new card out when i had already asked for two other cards in the past that i did not recieve...

THIS IS ###! i dont like them at all...

now their telling me that i dont have any money on my card and that someone activated the card and spent the money... i have not recieved a damn card in the mail...

and they still wont let me speak to a supervisor...ive been on the phone with them for 30 minutes...

im going to file a lawsuit on their ###

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10:41 pm EST
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NetSpend fees higher than stated

Netspend has charged me much more than they say they will. I signed up for a program that cost 10$ and allows you to charge things with no fee except for withdrawing money from an atm, well they did both took my 10 dollars and still is charging mefor withdrawls. They are a poorly run, dishonest business that slowly steals from you. I have tried repeatedly to talk to a person about this but only get recordings in which they charge you for! Scammers! I have switched to another card and they are charging me what they say they will, which is all I ask.

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phxangel2774
Phoenix, US
Feb 23, 2010 1:03 am EST

I have always had good service over the phone and no problem getting a hold of someone (which they don't charge for)...(THEY DID BOTH TOOK MY 10 DOLLARS AND STILL IS CHARGING MEFOR WITHDRAWLS) ...well whether you pay the ten dollar fee or not, you are charged for ATM withdraws which is stated under the fees section. But is sounds like you are not signed up for the ten dollar a month plan.

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TravV
, US
Feb 08, 2010 8:57 am EST

Hi Businessman23. The only way this sounds possible is that you were not on the 10$ a month plan. That would be why you were still being charged the transaction fees. I would recommend contacting them to make sure you are on the right plan. Or you could also go to your online account center and see what plan you are on. I never have had trouble getting through to customer service; you would just need to select the appropriate options.

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10:30 pm EST
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NetSpend raising fees, cant talk to human

I have hadan all-access netspend card for 6 months now and i have not been able to speak with a personyet..always the recordings!.my complaint is that they charge me more than they say they will.For instance they say a purchase will charge 1 dollar.they actually charge 2 dollars!.i was signed up with the $10 a month program where all purchases except withdrawls from atms are free.they still charged my card.in short they are very tricky, and in my opinion a dishonest business that keeps you at arms length while they slowly steal from you.We have seen enough of this type of business practices.I have switched my business to another card not affiliated with them.So far they have been fair and charge me what they say they will, thats all we ask. BEWARE OF NETSPEND

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DanielleHarper
Columbus, US
Jun 21, 2011 8:42 pm EDT

So I was wondering what I should do about the netspend card I do have right now. Since I trust what you say is true, I want to ask you this. I am about to get money on my card due to a refund. It is about 60 bucks back on the card. How do I make it so that everytime I spend money on the card there won't be a transaction fee of a dollar? thank you for any input you may have.
Danielle

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TravV
, US
Feb 05, 2010 9:05 am EST

There would have to be a reason why you were charged those fees. Since you could not get through, maybe you were not signed up for the 9.95 a month plan. That would result in still being charged the 1.00 for credit and 2.00 for debit charges. I have never had a problem getting through to their customer service, yes you do have to go through some options but I always get someone.

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NetSpend computer site is always down

To check your balance you have to go to the website but the website is always having "technical difficultys" they need to fire everyone in their computer department!

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LoyalNetSpendCustomer
, US
Feb 02, 2010 8:47 am EST

Every company has their own website issues. I for one love NetSpend and have never really had a problem with them. Yes the site being down is annoying but it has only been down for an hour or so. I am currently on their site now. I am sure they will have this problem resolved and then everyone can continue with their normal finance management.
I would recommend the text message alerts. I have still been getting them and they keep me updated with my balance.

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NetSpend poor customer service

I have been with net spend for some years now and every now and then, I get poor customer service. Most of the agents their do not and can not understand nor speak correct english and that makes it hard to do business over the phone with them. Main complaint is. I have had my name legally changed through the courts and I needed to contact nets pend to let them know of the changes so my direct deposit checks would still come into the account because if the names don't match, then they will send it back from which the checks come from and I was told to fax all my legally documents over from the courts and was giving a fax number to fax everything over. I called the following week to make sure they had received my fax and was told, no and what fax number did I have and so I gave them the fax number that was giving to me and I was told by the customer agent from net spend to use this other fax number and so I did and call beck with in a few days and was told, no... Nothing, we haven't received anything from you and I said, I have the ok conformation saying you guys received in twice and she what was the fax number someone gave you from here and I told her and she laugh and said, they had giving me the wrong fax number to a different department but here is the correct fax number to the right department and when she gave it to me, I immediately fax over the documents that was requested by me

With all my vital information, I sent in for the third time my court papers showing my new name change, a copy of my driver's license, a copy of my social security card and after waiting a week, I went on their website to contact them by e-mail and asked have they received my documents yet and I got a response back saying, no but resend it again and I told them to close my account and had my checks stop from going to this bank institution and I was told by one of the agents from net spend that they were sorry, that they couldn't close my account right now until I put $5.95 back on the card and then they will close the account but what I don't understand, is why I have to have that money on my net spend just to close out my account. My biggest issue is, my information with my ssn / dl's is circulating out there in someone hands now and because they don't care about the information you send in, someone can ruin my credit. No one in the management team at net spend has taking the time to contact me concerning this matter.

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NetSpend no money access

Netspend users have been unable to access their money for several hours today. No atm access, denial of funds at the bank, and only get a recording when you call their phone number. Please someone help us

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Norman.Taylor3
Kansas City, US
Feb 25, 2011 8:11 pm EST

I was sent money from my unemployment to Net Spend MasterCard / Debit and it's been two days and the still don't have my money posted to my account yet. All I get on the phone is a recording . No representive to talk to about resolveing the issue.

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th1973
Nederland, US
Nov 25, 2009 11:03 pm EST

yes, I was also declined on a purchase at Wal Mart when I knew I had plenty of money in my account. I had a basket full of groceries, over $200 and my card wouldn't work. I walked over to the ATM and tried it there too and it didn't work either. I was so embarrassed and worst of all, I couldn't buy my stuff for thanksgiving dinner.

NetSpend Customer Reviews Overview

Netspend is a highly rated financial product that provides innovative prepaid debit card solutions to its customers. The company has received numerous positive reviews from satisfied clients who appreciate its ease of use, flexibility, and security.

Customers love the convenience of being able to use Netspend anywhere Visa or Mastercard is accepted, which makes it an ideal solution for those who do not want to carry cash or incur high fees associated with traditional banking. Netspend also allows for direct deposit and mobile check deposit, making it a popular option for individuals who want to avoid trips to the bank.

With Netspend, customers can easily monitor their spending, manage their accounts, add funds, and enjoy many other features that are typically associated with traditional bank accounts. The company also offers a rewards program that lets users earn cashback on their purchases.

In terms of security, Netspend uses the latest technology to protect its customers' financial information and funds. The company provides a Zero Liability Protection policy that ensures customers are not held responsible for unauthorized purchases or transactions.

Overall, Netspend is an excellent financial product that offers a wide range of benefits to its users. With positive reviews from satisfied customers, the company has established itself as a reputable and reliable financial service provider.

NetSpend In-depth Review

Overview of NetSpend: NetSpend is a popular prepaid debit card provider that offers financial services to individuals and businesses. With a wide range of features and benefits, NetSpend aims to provide convenient and accessible banking solutions.

Services and Products Offered: NetSpend offers a variety of services and products, including prepaid debit cards, direct deposit, mobile banking, online bill pay, and money transfers. These services cater to the needs of individuals who may not have access to traditional banking options.

User Experience and Interface: NetSpend provides a user-friendly interface that is easy to navigate. The website and mobile app are designed to make managing finances simple and convenient. Users can easily access their account information, make transactions, and track their spending.

Customer Service and Support: NetSpend offers excellent customer service and support. Their knowledgeable and friendly representatives are available to assist customers with any questions or concerns. They can be reached through phone, email, or live chat, ensuring prompt and efficient assistance.

Account Features and Benefits: NetSpend accounts come with a range of features and benefits, including direct deposit, mobile check deposit, and online bill pay. Users can also set up alerts and notifications to stay updated on their account activity. Additionally, NetSpend offers a rewards program that allows users to earn cashback on qualifying purchases.

Fees and Charges: While NetSpend does have some fees associated with their services, they are transparent about these charges. Users can easily access a fee schedule on their website to understand the costs involved. It is important for users to review and understand these fees before using NetSpend's services.

Security and Privacy Measures: NetSpend prioritizes the security and privacy of their users' information. They employ industry-standard security measures to protect personal and financial data. Additionally, NetSpend offers fraud protection and zero liability for unauthorized transactions, providing users with peace of mind.

Accessibility and Mobile App: NetSpend's mobile app is available for both iOS and Android devices, allowing users to conveniently manage their accounts on the go. The app is user-friendly and offers a seamless experience, making it easy to check balances, make transfers, and view transaction history.

Reliability and Stability: NetSpend has a strong reputation for reliability and stability. With a large customer base and years of experience in the industry, users can trust that their funds will be secure and accessible at all times.

Additional Features and Integrations: NetSpend offers additional features such as budgeting tools, savings accounts, and the ability to link external bank accounts. These integrations enhance the overall banking experience and provide users with more control over their finances.

Pros and Cons: NetSpend's pros include easy account setup, convenient mobile app, and a wide range of services. However, some users may find the fees associated with certain transactions to be a drawback.

User Reviews and Ratings: User reviews and ratings for NetSpend are generally positive. Customers appreciate the ease of use, accessibility, and helpful customer service. However, some users have reported issues with transaction delays or account limitations.

Comparison with Competitors: When compared to its competitors, NetSpend stands out for its user-friendly interface, extensive features, and reliable customer support. However, some competitors may offer lower fees or additional perks that may be more appealing to certain individuals.

Conclusion and Recommendation: Overall, NetSpend is a reputable prepaid debit card provider that offers a range of services and benefits. It is recommended for individuals and businesses looking for convenient and accessible banking solutions. However, users should carefully review the fees and charges associated with NetSpend's services to ensure they align with their financial needs.

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- Summarize the main issue with NetSpend in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with NetSpend. Include key areas such as transactions, the nature of the issue, steps taken to resolve it, personal impact, and the company's response.

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- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

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- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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Ensure each step is clearly defined to effectively guide you through the process of filing a complaint against NetSpend on ComplaintsBoard.com.

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