The complaint has been investigated and
resolved to the customer's satisfactionResolved Netspend — victim of id theft allowed to be violated twice by netspend
resolved to the customer's satisfaction
Hello my name is sasha marie wilson-talley and here is the letter of dispute I sent to netspend and online debit account opened by a marcus darringtion in toledo ohio, who stole my id and had my son's ssi benefits deposited into this online account... I don't know what the resolution will be after reading some of these stories. I fear I will not get the stolen funds returned to me. And i'm deeply depressed about the whole situation... Here is the dispute I faxed to them they also received all police reports and supporting documents...
To: whomever this concern
My detailed explanation of what happened some dates and time’s where provided to me by customer services agents at netspend after I requested them by phone.
My name is sasha m wilson-talley; you will know me by the name sasha wilson on the netspend online debit account; the person that open this account after stealing my identity did not realize I had two last names. I will email this explanation and fax it and all my police reports and picture id to confirm my identity to fax number [protected] and my attorney also has copies of it too. Please continue to read my explanation of what happened below….
I am a victim of identity theft…someone who I now know as marcus darrington, managed to steal my identity (Identity theft) and called social security to get my minor son jamarion c wilson account number to attain his social security benefits. Then on february 11, 2009 marcus called and opens a debit account at netspend.com (Metabank) and had my son monthly $674 benefit amount deposited on a netspend debit card. I became aware of this activity on february 18, 2009 when I received a letter from social security (S. S) letting me know that my son’s benefits were deposited on a debit card. I called s. S to inquire thinking at the time it was an automated debit enrollment. S. S gave me the name of the bank metabank that was now handling the account and netspend the debit card name. I called the number they gave me to netspend and they said a card was issued and I should be receiving it in the mail in 10 business days.
When no card arrived I called netspend on march 2, 2009 they told me that the card had been issued and the social security benefit that was deposited february 23, 2009 on the card was withdrawn the same day. I was baffled and confused, I told the agent on the phone that I never received the card and how can it be used so soon when my son’s benefits would not be issued until february 27, 2009. All he said was he will reissue another card and told me to call social security to speak to them. I then called social security and told them what the guy at netspend said that’s when the agent looked into my son’s account and said the benefits had been used. I then told them that I never received them nor the card that I thought at the time was an automated debit enrollment. That’s when social security said they did not enroll me in the netspend debit account that they use their own treasury account. Only then did I realize that I was a victim of identity theft. I cried and told social security that the netspend deposit was done without my knowledge. That my son’s benefits were fraudently put into account without my permission. Social security then started their investigation. After I talked to social security I again called netspend and voiced my concern, I told them that the account they had was not opened by me and my son’s benefits were stolen. The man offered me an apology and then asked me what the card number, and I told them I had not received a card yet. He said he would have someone check into it and I should call back in a few days. On march 4, I called netspend back and asked them what they were doing about my account. The person on the phone, I really couldn’t understand his broken english I then demanded the account to be closed, but the person at netspend said it was better to block the card ending in 5207 since they reissued another card. So on march 4, 2009 the card ending in 5207 was blocked. Afterward I waited for social security to do their investigation.
On march 13, I again called netspend to tell them I received the card ending in 7190 that’s when I was informed that the card ending in 5207 was active. I told them the card 5207 was stolen and that social security was looking into the matter as we speak. And again said I did not open the netspend account and that I wanted to close it. But the person again convinces me that I should keep the account. And said he will block the stolen debit card ending in 5207 and asked me for a password other than wilson. I then said voilet. He said that the person that stole my identity will no longer have access to the account and everything will be fine. He then gave me a temporary password and my username so I could access the online account. I immediately logged on registered the new card ending in 7190 and was satisfied to see that the debit card ending in 5207 was indeed blocked. On march 16, I logged onto the account an noticed a strange email address [protected]@yahoo.com (It still on my profile) I realize the name immediately its was my next door neighbor. On march 18, I formerly filed a police report that the culprit that stole my identity was marcus darrington my next door neighbor and not only had he opened the account at netspend to steal my son’s benefits and that I started receiving suspicious mail from loan companies with mr darrington’s phone number on them. After I filed the police report a dectective took over the investigation. But came to a dead because the video survelliance where the card was used ending in 5207 had been erased. They said if I get any more information about darrington to submit the information to the police station.
On march 27, I logged onto my account at netspend and noticed something stranger the previous balance of $3.78 was now $0.22 I checked the transaction history and saw that another deposit of $674 was made through the treasury on march 27, and the funds were depleted from the account using the card ending in 5207 making my total loss with this company to $1348. I was shocked and angry I immediately called the police and cried hysterically to them on the phone. They then dispatched a police car and an ambulance fearing I was hyperventilating. I then called netspend and angriedly scolded them for allowing a stolen debit card to be activated again for the third time. I was heated and disgusted in the company. That they promise that it was not going to happen and again my son’s benefits were stolen for a second time. I cried, I screamed it was very traumatic on me knowing that I was violated again through this company not handling their business properly and allowing thieves to open and activate accounts. It was heart wrenching by the time the police came I was in deep despair an was inconsolable. Only then while still on the phone that a female said I needed to file a dispute. I wasn’t offered this before because I was under the impression that this was a social security investigation. She asked me did I have knowledge of any of the transactions and I said no, to each and every transaction she mentioned. She then cooperated fully and gave me information to give to the police transaction times for the benefits that were just stolen on march 26, and the store name. So the police could dispatch someone to the store to have the video surveillance secured. The lady on the phone at netspend apologized over and over this is the only time that your company showed genuine concern for what had just happened to me again. I was devastated to know that a stolen card was allowed to be reactivated. I again demanded the account be closed and the lady said that since I will be disputing the transactions that the account had to remain open. But said she would make sure that the card ending in 5207 will be blocked and not activated again. Afterward she apologized again and hung up the phone.
On march 28, I called netspend in the afternoon to get the exact dates the card was open and the days I had it blocked. This lady asked my my mothers maiden name as usual and I said none. She then said it was not correct. I said well every time I call you guys I answer the same way. She then asks for my social security number and mailing address. I was happy to see that they were finally doing a proper job. So I answered them. And then asked about the date when the account opened and the dates I had the card deactivated. She then asked me did you just call I said no, well she said someone just called thirty minutes ago. I again said no this is the first time today. She then said that the card number ending in 5207 was active again. I was shocked beyond belief, and stated that just yesterday they promise me that it couldn’t be open again. How is this happening I asked? She said that the person that has all my information answered the two security questions correctly. And she was now going to not only block the card but put a red flag on it forbidding anyone to reopen it. And said she will let her supervisor know of this situation, and I should immediately file my dispute and fax it along with my police reports. I told her I had another police report to pick up for the march 26 incident too and will send that also. I don’t know what type of company you run but to allow a stolen card to be reopened numerous times is unbelievable. I have reached the end of my description i’m pretty sure there will be more to come. Because, this is far from over. I’m now seeking counsel because netspend has failed me in a major way. Not only was the account open without my knowledge and I was robbed. You allowed it to happen a second time. I’m sickened by what happen to me. How can you consider yourself a business when you allow your customers to be violated? A company like you is why the better business bureau exists. I’m truly disgusted in netspend. I wait eagerly for mr marcus darrington to be caught by the police and I am undecided on how will I deal with the betrayal that netspend dealt me.
Sasha m wilson talley [protected]
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