The complaint has been investigated and
resolved to the customer's satisfactionResolved Netspend — fraud on the account
resolved to the customer's satisfaction
All the money was stolen from my card $890.00 on [protected]. 2 days before this happened my account was blocked so I called customers service and was told that somebody has been calling in on my account and they askedd if it was me and I said no and that the person was 1 digit off and so that's why they blocked my account ok good. Then I was told that I had to send over documents to the fraud department. I asked to speak to the fraud department then I was told that I could not speak to the fraud department because the fraud department does not speak to customers directly I could only fax them or email them. I emailed them the documents that they had requested and then they unblocked my account. Ok the next morning casey m. Rumph transferred $890.00 from my account to there account I received a text telling me this so I immediately called netspend to let them know that I didn't do this transaction and I need the money put back into my account. Well casey had made a transaction of $705.23 and they put $184.77 back on my account now I had to go to the claims department to dispute the transaction so that I could get my money back.
Now here is were the problems come in why was it that when my account was blocked the first time and I called in and askedd to speak to the fraud department I was told that they do not speak to customers directly I could only email or fax them, but now that my money is stolen I can speak with the fraud department? The fraud department the ordered me a new card, changed my pin number, and my security question. Now that my money is stolen and I have to wait 2 weeks 10 business days its ok to speak with the fraud department?
When I finally did speak with the fraud department I askedd them this same question then I was told it is up to the customer service person to determine if they will transfer you to the fraud department or not. That is crazy and a policy that needs to be changed immediately because if I was allowed to speak with the fraud department when this fist happened and they blocked the account I would have changed the information then and they would not have been able to steal the money. My account being blocked and I had to send forums to the fraud department should have been enough cause for me to speak with the fraud department then also and this nightmare would not have happened.
Your foreign customer service is the worst I have ever experienced very hard to understand english, rude will only answer question that they want to ask not the questions that you asked them.
I have been a netspend customer for many years and have quite of my friends that use netspend because I told them about it, and this is the worst experience I have ever had with any company. I hope you will straighten this matter very soon and I hope to here from you soon and get this matter resolved.
The complaint has been investigated and resolved to the customer's satisfaction.