NetSpend

On 2/9/17 I noticed that my netspend prepaid card that I was to receive my income tax on was missing, it either happened when I totaled one of my cars in an accident on 2/4/17 or inbetween then and 2/9/17. I immediately called in a police report as well as called the card in stolen to netspend. I was assured that my money would be returned pending an investigation that was to end in 10 days. I filed a written dispute including sending supporting documentation on 2/12/17 and called in to make sure they got the documents. I sent a copy of the police report filed when my card was missing and even sent a copy of the ticket I got from my wreck on 2/4/17 just in case they needed it. I was told again that they would provisionally credit my account if in 10 days they needed further investigation. I then called in because the money was not credited to my account and was told it was approved and that the money would be put back on the 21st. Again it was not there and I was told the 24th. Again it was not there and was told the 28th. Then finally was told it wouldn't be there till March 10! I lodged a complaint and was told by someone in Austin that they had been trying to get in touch with me which is not true because I had no missed calls. Since these people want to lie to me I have now been evicted for not paying rent, my phone is shut off for non payment and my other car repossessed for non payment. 350 for rent 50 for my phone and 150 for my car! THANK YOU NETSPEND. Piece of mind if your ever in my shoes...The sad thing is the lady said she would pull the calls and asked for another copy of the police report that they have had since Feb. 12! This has to be against the law because I now have hired a lawyer because I am suing for damages incurred from these liars and the lawyer has assured me that I will win. It wasn't enough that I felt violated about my card being stolen, they had to stick it to me even worse with their lies. All they had to do is provisionally credit my account like they stated they would and it would have been okay. I am not going to file a false police report and go to the lengths that I have gone to get my money back for nothing. These people are incapable of putting themselves in their customers shoes. Now the damages they are going to incur are going to be greater than the original amount or at least that is what my lawyer has stated. They are no better than the thief that stole my card to begin with. It is sad that they seem to be getting away with this bull and that I find that this has been done to several others not just me. Someone needs to make sure this company is held accountable for their actions, that or they need to quit falsely advertising that they are FDIC insured and that they give peace of mind in this type of event. Because I assure you peace of mind is the last thing they have done for me and my family who are now homeless, carless, and living in a shelter.

My name samantha levy claim number 3173435 and reference number [protected]! On thursday, january 26, 2017 my netspend card was stolen and unauthorized transactions withdrawal money from my netspend account the amount of $1, 233.77! Y'all still haven't refund my money back! That was my rent and light bill money! I'm in the process of suing netspend now!

Working with your company net spend has been a nightmare. I received a visa net spend as a christmas gift in december, 2015, it was never disclosed to the purchaser, nor did I know the temporary card had a 120 day expiration. I have been trying to access and use my money to no avail since august, 2016. Each time I call customer service I get lied to over and over again. I feel as if your net spend business is scamming me out my money. At this time is when I found out my temporary card was expired but the maintenance fee was charge for 11 payments when I had never even activated my card, the expiration date on the card was 10/16. I spent hours on the phone with numerous incapable customer service reps only to ask to speak to a manager to be placed on hold and be hung up on.
* I was expecting a card or paper check to be mailed to me in august, 2016, this never happened, even though it was promised to me within 7~10 business days.
* I called on feb. 18th, I was told I had a balance of $352.40 available on card. I went to the store and the card was declined. This is very embarrassing and unnecessary being I had just spoke to net spend customer service rep that had just confirmed my available balance.
* I spent two hours on phone with several net spend employees yesterday at your net spend customer service center! I work with the public and I can assure you I have never received such horrible customer service, and never have I been this frustrated with a business. Here are the responses I received from your incapable customer service representatives.
1) I was told that they were expediting me a permanent card overnight at no charge to me that would enable me to access my funds.
2) I was told by another representative that if I purchased another card he could immediately transfer my balance right then and there, lies, lies, lies, at this time I was told, I had a block on my account and an email was sent to back office and it would take 4 business hours to approve the transfer because my card was not purchased from an ace check cashing store, this should have been disclosed to me before I purchased another temporary card from the dollar general. Now I am out $20 more of my money and still not able to access my funds from net spend.
3) another net spend customer representative told me I just didn't have a phone number on my account, he told me my card wasn't even expired, he put my phone number on my account and told me I was good to go and could use my card. I tried to purchase a small purchase at the dollar general to very this latest information provided to me, another lie! The card was declined for a .43 purchase.
4) another call to net spend customer service representative and I was told in 4 business hours my money would be on my new card I had just purchased, lies again.
5) even the store teller was in shock as she listened to the lies from net spend employees from your net spend call center !
I asked to speak to a manager because by now 2 hours of my time has been wasted, I am put on hold to only be hung up on while waiting for a manager to answer!
6) today, I called net spend customer service to see if my funds from net spend was transferred onto new card, as told to me by two employees. The person I spoke to today said I couldn't transfer from card to card. I am again on hold to a manager for 20 minutes listening to white noise, and am getting no answer.
Needless to say this was given to me as a gift from 12-11-15 and I have not been able to access my funds and all net spend is doing is depleting my account in fees of $5.95 a month for the past 11 months. I am not even able to access my money before netspend scams me out of it all.
I expect a resolution to this inconvenient situation asap!
The following employee #
Are from the net spend employees that keep lieing to me.
I will be filing a complaint with the better business bureau, along with my senator's & governor's office, and the federal reserve consumers agency & incomm.
I am tired of getting the run around from net spend. I will get my money and fees owed to me or I will file charges of theft from your company. I have documentation of all employees and their employees numbers.
I do not know how your business is still in operation. I suggest you read and pay attention to the complaints being filed against your company. I expect a call from a manager from your net spend office with a resolution to this situation within 4 business hours or I will have no choice but to resolve this matter on my own.

In reguards a dissatisfied customer,
Daphne neathery
[protected]

My friend Samuel Sanders was kind enough to let me use his bank card for a one time fee for direct tv, and when my services got canceled direct tv took money out his account. So they refunded him his money but had him get a prepaid card so that's what he did. Now your company won't release his money and we sent verification saying it was from direct tv, it's his money & y'all need to release it to him ! And to top it off this company has the worst customer service we ever dealt with! So rude and disrespectful

You block my card... Again. Then text me that I should call but the contact center is conveniently closed. So who the heck blocked the account if the deposit came in after the department was closed... I've had this account for a number of years and. Ever had a problem until recently. The customer service is horrible and it's a shame to know you employ such under qualified individuals as I am a customer service representative myself... Get it together #superpissed #longtimecustomer #abouttocloseaccount

I have read through the letters of complaint posted on this site. Iwas quite surprised too see so many problems.
I have been with Netspend since June of 2010 and have never had a problem that was not addressed in a timely manner. However I also keep a keen I on my account with the text notification feature and frequent use of the on-line service.
I am wondering how much these customers may have played a part in creating their own problems. Of course Netspend should try to help in any way possible if able, but should not be expected to perform banking services any different than any other similar institution.
Well, I am very happy with Netspend and have no interest in changing companies.
Thank you Netspend for 7 years of loyal service to me, I expect we will have many more together,

Sincerely
Wendy Wilson
[protected]@frontier.com

Reference # [protected]

I contacted your office on 1-13-17 due to three transactions on my card that were not made by me. I was given the above reference # to include on this form. The transactions are as followed:
Posting date 1-11-17, Rakuten.com for $119.76
Posting date 1-11-17, Walgreens Valparaiso US for $135.92
Posting date 1-11-17, Walgreens Valparaiso US for $144.07

These transactions I dispute due to they were not made by me. I filed a police report and that police report number is [protected] reported to Manistee Police Department, Manistee MI 49660, phone number [protected] and the officer I spoke with was Officer Vansickle.

When I talked with your company this card was frozen and a new card was issued but I would appreciate if the total amount of these transactions would go on my new card. Im not sure why my funds have been frozen since these transactions never went through but I need this money.
TY

I returned an item that I didn't want. I chose the refund to go into my NetSpend card instead of cash. Refund came next day account was locked immediately. Said it was suspicious lol. Suspicious for putting money into your own card lol. Had to take a picture of the receipt and said it would take 6 hours. Well it's been 2 days still waiting and I need the money all my money is on the card. NetSpend you think that s### is cool. No phone call no nothing just f###ing locked you out for no reason. How am I supposed to get gas money or food now stand on the highway with sign saying NetSpend locked my account which had all my money on it please spare a few change. F### NetSpend

I am very very annoyed and am not happy nor am I pleased with your customer services today or at other times as well. I feel you have hired too many inept reps. I have now had this same (Lady) and I use this word loosely! This is the 2nd time I have had her and she has tried to lock my card thou I told her 5 not to there was no fraud the card is not lost nor is there any issue with my account! I specifically told her that the company lyft had over charged me acct. I had not authorized the $15 dollar charges... Period I will call the company to resolve the issue but do not lock or suspend my card! She did it anyway thou I never asked her to do so just to cancel this transaction that is pending.. Period ! This is inexcusable to do what the customer didn't ask to have done! Then to cause me with great stress because have no way to withdraw money I needed for my week to pay bus fare to get to work, because of the ineptness of this rep! Then I was left on hold 2x by 15 min as well as a supervisor who didn't care about that the rep had cause a situation that didn"t need to have happened!
As I write this I had to call back and the system didn't recognize me with my s. S. Number so I was locked out of verifying if the rep did anything on my request. Welll she did nothing as I had requested! The charges still show pending!
I then had to call back because the 2 lady reps didn't want to resolve the issues still ! I just read some write ups about your customer care and see that nothing has changed since this was written on netspend complaint board! Imagine that huh? I know have been spending 3 hrs with the stupid rep centers you have running as no one wants to fully take responsibility for the inept work that is done leaving people on hold for ever is stupid and again in excusable ! Your supervisor named ann # 76926 if that's really her rep # and name she hung up on me when asked to be transferred for escalation ! So I had to call back, then your rep gadd # 342012 put me on hold for again a supervisor 20 min now and still no one has tried to resolve my issue. I had to call back and wait again for 20 min before a supervisor as well named ina # 3241610 supposedly and she refused to deal with my issue of the $15 dollars as well when it is a pending charge and I again stated to her 10x that this is not the amount I agreed to be charged on the trip ad I will call lyft to resolve the issue that they seem to have with taking out $15 that was stopped as a payment in dec. As well by a regular rep who seemed he is responsible enough to do as he as a rep is to do which is help resolve an issue that customer has. Not tell customer that they won't do it !
There are 3 main cores a csr is to do with customers 1) own the call ! 2) be concerned and listen and help customer to fix issue! 3) resolve take ownership of the issue and resolve to customer satisfaction. Not make excuses ! This was done for a 3 hrs with the reps as well as supervisors I shouldn't have to spend 3 hours with and still have no resolve!
So now I have no money to use for some payments that are due this week because of inept reps and company that seems to ignore their customers needs ! Avoid them if you can !

Dear sir/madam:
My name is tony bobet from new york city, my address is 1710 seward avenue, bronx, new york, 10473, apt#5g. I am file complaint to netspend.com. Located at p. O. Box 2136, austin, texas, 2136. My problem I am having is the they took of $49.00 on my account. They called reveres charge. I want to return my money of $49.00, plus, $1, 000.00 for damage.

I have been a netspend customer for over 8 years. I received card. Payed 20 dollars for the Premier card. They blocked my premier card without permission. I called to dispute an unauthorized withdrawal from the card I use often. The women blocked that one. Failed to let me know she blocked my premier card that I keep for emergencies and paid 20 dollars for. So I couldn't do Christmas or buy my baby his medicine. My phone was cut off. Because I couldn't pay without my card. I can't withdrawal any money from my account. I will be closing my account. Customer service are clueless. They Don't know what they're doing. I was on hold for 20 minutes then they hung up on me. Horrible!

12/15/2016 I received a charge on my account that I didn't arthorized so I contacted ace elite card to find out what was going on. Spoke to a gentle men about the situation. who informed me he will take care of the matters. I requested a dispute of the charges that were on my account. i lost my card some were so I ask him to suspend the card also card ending in 6486. he informed me of charges that I didn't do so he was suppose to cancel the card and send me a new card also refund my money to my account as we speak and still dispute the charges. he informed me he requested new card but it takes 7 to 10 days but I can expedite it in 3 days for $20.00 I informed him I don't have $20.00 he said they would take it from the card once he put the $81.00 back and Ii should receive card in 3 days...I should hear something on dispute in 7 to 10 days...I never recieved card so I called again to speak to another rep. to tell me that she sorrow the first rep. didn't do it right so he getting in trouble for his mistake. So she gonna do everything the correct way and send me out a card in 3 days but said a card was ordered but not order properly and she will order right for me .Still never received card to speak to a supervisor name Racheal rep #jpt57888 that said she will help me and nothing was never done by either person. when Racheal looked to find nothing done right from both agents in which she as supervisor couldn't give me there rep. id # of both agents who helped me. They need not to be on the floor helping people if they don't know what they doing. now I have no card on time for the holidays for my family an bills also they took money from my account that I need to take care of my bills. but they took $81.98 and I need it to pay my bills and provide for my family. I don't know what kind of bank this is or is this even a real bank with people with don't no what there doing. Im requesting my money back in my account also the 2 fee of $15.00 times 2 be placed back in my account cause i didnt athorize it.

Do not deal with NetSpend, everything about them is terrible, these people are extremely rude and they don't know what they are doing. I needed some information so I called NetSpend support. I spoke with four different reps and all gave me different information. When I told that previous rep said something different they said that was not possible. They are highly unprofessional! Last time I called they put me on hold and after 20 minutes of waiting they disconnected and when I called again they simply did not pick up. I'm absolutely disgusted with NetSpend!

I have been a customer with netspend for 10 years with one account and 0ver 5 years with another account. I didn't really use the online access but when I decided to utilize it, I eas blocked out of it. I ess able to access the online part but when trying to access the virtual part it aks different security questions. I was able to access the account with just my security question which is "what's my favorite color " purple. For the virtual acct you have to verify the card number, the 3 digit security code and birthdate. Well after several attempts it locked me out of the virtual but again not out if the regular online access. So I waited to give them a call the next day. After speaking with 1 agent I was told I was blocked and could bo longer access the online account and eas no longer eligible for any of netspend services, I remind you that I have been a loyal customer for over a decade, never had any problems with my account, have several different deposits coming to this account totally up to 5-$6, 000.00 a month not including my taxes that's deposited every year. I was told due to fraudulent activity of my own account, it was blocked. The activity included card being associated with other accounts (i have more than one card because you can transfer money if you loose your card and also have other deposits) , not being able to identify account holders info (netspend had the wrong birthday for me and I asked them to fix it and I also sent in a sprint bill 2 forms of id and soc sec card) , last but not least too many risk factors (hmmm which risk factors are those when I gave a whole list of deposits and transactions that I made without them telling me). I explained that the birthdate was wring so that's what locked me out so after all the hassle I asked to soeak to a superior and that agent stated " I found an available supervisor and I am transferring you now" only to be left on hold for 33 mins for me to hang up and call back to be told by the automated service that they're close to call back tomorrow. How so very inconvenient and I have deposits coming next week. Called back this morning as soon as they opened (To make a long story short, I was told again that I can no longer use netspend because of the fraudulent activity that I haven't called in anout on my own account that I think I would see when I log into the account or my text alerts would tell me money is being spent without my knowledge. The agent said my account would be closed and a check would be sent out to me for the remaining balance on my account and any direct deposit will be returned to the the senders. Wow! This what loyal customers get? But im still able to access my other card account. I've been with netspend too long and have sent other people to netspend. So very inconvenient and so very unsatisfied. How do you just come up with the conclusion of fraudulent activity but the customer isn't making complaints of missing money, a card being used or multiple logins. I'm really confused amd I think along with every body else, netspend has lost yet another customer. People that don't want to deal with banks depend on prepaid seevices for many reasons, one being early deposits. So not cool netspend! No help whatsoever to resolve my issue and get rude attitude customer service.

I am writing you in reference to card# [protected], ref#[protected], claim# 3022336 for the amount of $90.00. Also claim# 3012742 for the amount of $89.00 for a unauthorized order. These 2 orders was deducted off of my card with out my permission. I am on a fixed income and these two orders has caused issues financially. I have called netspend several times on this matter, it seems that I continue to get the run around concerning this matter. This is my second complaint. Please look into this matter.

0n 10/30 thru 11/2/2016 2 charges was deducted from my card without my permission or knowledge, the ref# [protected], claim#3022336 for the total of $90.00. Also claim#3012742 for the amount of $89 was also missing from my account. My card#[protected]. Being that these deductions was not on my behalf i am requesting a refund of these 2 transaction that i did not authorize. I do not have any use for these 2 items and i can not see any reason to order them. Also i am living on a fixed incom, i would never use all my money to make such a purchase such as this. To whoo it may concern please look into this matter.

I purchased a visa / debit card deposited my money they when I tried to activate the card it had a block. Mind you I have several others cards with my name but the cashier said they were blocked so I purchased another card. The cashier faxed over my id, which has my address, check stub, and social security.. Like what else do they need ! Then after emailing verification waiting 2-3 days I asked for refund 10/14/16, told it would be processed and will be sent by ups.. I called a week ago to check the status an he stated it was mailed and I should receive it by 10/31/16, so told I called and they stated the mailed to 84th instead of 48th.. How I don't know when my address is on my id then I was told I would have to wait another 7-10 business days plus 48 hrs for stop payment.. I'm so upset because I have been more than patient !

They lost my total direct deposit and doesn't give answers on how and why they haven't taken care of this. I used the account numbers given which I feel goes to one of their personal accounts and they need to be held accountable since they will not give me the funds that was transferred. Chase bank has never done anything like this but netspend does, and most likely on a regular basis. There was a direct deposit on 10/03/2016 to the account number and routing number provided by netspend to me for direct deposits, i'm retiered and will have to basically starve until next month, these con men don't care for no one and I wonder how can they advertise these promises when they don't plan on keeping them.