Consumer complaint received 2020-03-31
Company: Netspend Corporation
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Wednesday XX/XX/2020. I get an email regarding a possible fraudulent charge for {$77.00} on my account. I telephone the bank and explain that it wasn't a fraudulent charge and that I did place the order. Once I validate the purchase with them everything should be fine. 

Thursday XX/XX/2020. When I try logging into my account online it is locked and I can not login. I once again call customer service and wait on hold for about an hour, I have video of some of these calls. I asked why I am locked out of my account. They tell me it's because of the {$77.00} charge from the day before. I said I called yesterday and explained I was the one who made the purchase and the charge was not fraudulent. They assured me they would unlock my account after they sent me a reset my password link via email. That email never came and my account remains locked. 

Friday XX/XX/2020. I called the customer service department and waited on hold for more than an hour to speak to someone, again. After verifying all of my account details, my name, home address, phone number, email, dob, ss #, debit card number and pin, they tell me they HAVE TO call me on the phone for verification purposes. When I raise my concerns about how long I had to wait on hold, the fact I've called in three days trying to resolve this, and that I just gave them everything they need about my personal information can't they release the lock with that? They said no. They assured me they'd call me in less than 15 seconds after I hang up. So I reluctantly hung up. That call never came. 

Saturday XX/XX/2020. Same song and dance. Account is still locked and my cc keeps getting declined. I call and wait on hold 45 minutes to speak to someone. Same thing as Friday. They have to call me before they can release the lock on my account and remove the hold on my debit card. I do the same thing, provide them all of my details and then hang up and wait for their call. Only this time the cs rep says this will be the last time we try to call you to resolve this issue. Of course that call never came. 

Sunday XX/XX/2020. Same thing. Same song and dance. Account is still locked and my cc keeps getting declined. I call and wait on hold 45 minutes to speak to someone. Same thing as before, give all my info, " I have to call you back ... '' only this time the cs rep says there is another way you can help us verify your info so we can release the block on your account. You can send us documents at XXXX with a reference number : XXXX. We will need a picture of your DL, SS card, and a bill at your current address. So I send the documents. A while later I get an email from them stating they had rejected my documents. They said the pictures need to show the four corners of my documents. Ok, so I send them updated documents. 

Monday XX/XX/2020. Same thing. Same song and dance. Account is still locked and my cc keeps getting declined. So I call. 

Tuesday XX/XX/2020. My documents have all been rejected and declined again. 

Please keep in mind that in addition to the time on the phone I emailed them almost daily as well.

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