Consumer complaint received 2017-06-23
Company: Netspend Corporation
State: MO
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
On Friday XXXX XXXX, I called Netspend to inform them that I would be going to Florida and then the XXXX. I was told that I did n't need to inform them, and that if they questioned the purchase that they would contact me, I would call them, and then verify that I was trying to make the purchase. I used the card in XXXX. I shopped at XXXX and at XXXX, then went to use it at the atm machine in target to remove XXXX dollars. That 's when I realized that it was blocked. I called later that night to verify my identity and was told that the verification dept was closed over the weekend. I explained the situation to a supervisor that I would be out of the country with no money with my children, causing me to miss my cruise, and that the call agent said nothing about not being able to access anyone over the weekend. He then forwarded my complaint to corporate. While I was out of the country and unable to get calls, I recvd a call from NetSpend, and a call from XXXX at corporate. I attempted to call Netspend several times when we arrived to the XXXX on Tuesday the XXXX, and also called XXXX and left a voicemail. I still received no feedback that entire day. I continued trying to call netspend but to no avail. When I arrived back in Florida on XXXX XXXX, I called Netspend and was told that there was a question of fraud on my account. They put me on hold for 40 minutes. I hung up and called XXXX in corporate again and he answered. He called the fraud department and they still did n't answer. He assured me that he would walk over and see why they were not answering. He did as he said and called me back and told me that the fraud dept. said that XXXX was a male and that I needed to have him call in. I explained that yes I had a males names, but was indeed a female. That I could send them my ID, passport, and other information to prove that I was female. I told them to call my employer to verify that I was female. That I had had the card about 1 year and never had there been a question about my gender or XXXX. He forwarded me to the fraud dept without even listening, and I continued to have the same argument with XXXX in the fraud dept. NO one would listen to me. I asked them to pull any calls that I made over the last year of having the card and they would see that I have always been a female. I told them that this was XXXX and gender discrimination, and then XXXX stated that this was not, and that she could no longer discuss any details about the card with me seeing that it was n't my card. I was given a fax number and requirements to send in. On Friday morning I sent in a copy of my Driver 's License, Water Bill, and SS card along with my reference number. I called Netspend at around XXXX XXXX to see if any additional information would be needed. The agent told me that they needed 4 hrs to see if they recvd the papers, and as of now it was not showing. I then called the FTC to find out my rights., I called back to see if I could get the email address. And again, the phone just rang and no one ever came to the phone.

Company response to consumer: Closed with explanation