Consumer complaint received 2023-05-24
Company: Netspend Corporation
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My name is XXXX XXXX and on XX/XX/XXXX i had 4 unauthorized transactions for XXXX dollars each totaling XXXX dollars, and i was also charged XXXX dollars for ATM inquirie fees while the fraud was occurring. I called my cards banking company immediately after i blocked the card. ( The card i have is a XXXX debit card from ACE cash express. It states XXXX is a direct deposit account established by XXXX, XXXX XXXX, XXXX FDIC. ) I have had accounts opened with ace for over years, when i called i told them why would i call the police and still have my physical card with me immediately after the card was compromised, i have been to the ATM it is inside a XX/XX/XXXX down the street from where i live.

I gave them every single piece of information i had, and they still denied my claim and did not offer me a provisional credit at this point i am already going to take all of my funds out of this bank because they did not alert me at all. And i told them in every single email that my card was never stolen, they did not do an investigation they did not email me a single piece of information that they carried out. 

Immediately after getting off the phone with customer service of the card company when i blocked the card and reported it being attempted frauded the same second the people were still trying to take funds as i was calling they were inquiring about my balance and i have thousands of dollars inside this lousy companys deposit account and they still did not help me not one bit the lady on the phone said its ok your sure to get your money back i already knew she was not help the second i got on the phone. 

But right after getting off the phone with her i did do some reasearch and I immediately contacted my local sheriff 's dipatching office and a lady then sent a investigating officer to my home to record an incident. The incident number is XXXX The XXXX who they dispatched name is XXXX XXXX and his number is XXXX. 

I live in XXXX california, and this happened at a XXXX ATM one city over in XXXX california. I still had my physical card the entire time and I genuinely dont feel like the company that issued the card did anything at all, they said they would give me details about their investigation they didnt tell me anything in the email of me being denied, other then call me a liar they have the never to cal their customers Valued card holders but yet i have had differ Types of accounts with this place for over 3 years and have had tens of thousands of dollars go thru the accounts. I am a law abiding hard working man and XXXX dollars of my hard earned money really took a toll on my actual life. And to know that a thorough investigation was not at least done i think the store, and the ATM service they are using need to be investigated but that is the card issuers job to insure that happens not even law enforcement can help me in that aspect. And i have my physical card the entire time and it happened at an store placed ATM machine. Ive heard of individuals being frauded from Point of sales where they swipe but i was not aware my card could be frauded so easily from an actual official ATM machine while i have my physical card still. 

My name is XXXX XXXX again. 
My account number with XXXX ( that is a debit card issued by ace cash express, And XXXX  ) is XXXX My claim number is XXXX The claim date was XX/XX/XXXX And the claim amount was {$720.00} ( and XXXX dollars XXXX dollar per transaction inquiry fee a total of XXXX being made ) My phone number is XXXX Thank you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation