Consumer complaint received 2023-05-05
Company: Netspend Corporation
State: MI
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 card was used at a XXXX in XXXXXXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXXXX/XX/XXXX. I was at work during these hours and the card was in my possession and still is. There was a transaction of {$1.00} for a balance inquiry fee at XXXX, followed by two back to back XXXX of {$300.00}, accompanied by XXXX ATM fees of {$2.00}. Unfortunately, this cost me a XXXX  of {$610.00}, for me this is a substantial financial burden. 

I think I may have been a victim of a skimming machine? I work in an XXXX Department in a busy XXXX, and I went to the vending machine to buy an energy drink. I dont usually swipe my card at the machine, I usually use my XXXX Pay, but that day I happened to have my card of me and swiped it. I bring up this vending machine because, in XXXX after I used this vending machine, I had fraudulent activity on my card shortly after too. 

I disputed the first claim in XXXX for fraudulent activity, which I was denied for because I didnt catch it on time..? When I was going through my bank statement I caught it and then immediately reported it. I still havent received a letter of denial. The only reason how I found out the reason of denial was when I asked the customer service representative why I was denied when I made a dispute before. 

I have never been to this XXXX, I havent been in XXXX XXXX a VERY long time. When I googled the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX doesnt come up at all. A XXXX XXXX Bank ATM is connected to the address. I did my own investigation and found that there was in fact a XXXX at that address, but it is permanently closed. 

I didnt receive a report of the investigation after XXXX business days like I was told when reporting this activity. When canceling the card, I was told to destroy it and for a {$25.00} fee a new one would be mailed out to me in a few days. I never received my new card and when I called to check on the status of my claim and to see where my new card was at, they asked for the card information and gave me problems when I didnt have the card info or the new card information after being told to destroy it! The new card was never sent out! I had to be reissued another card and was charged {$25.00}! 

XX/XX/XXXX was the day I was supposed to be contacted by someone about my provisional credit. I was never contacted. Today, XX/XX/XXXX I was contacted by them because I left a feedback message and threatened to report them and thats when I was told I was denied and my case is closed because they didnt find any unauthorized use and will send me a email of the reasoning within XXXX business days! I asked to speak to a supervisor and was denied. I asked to speak to the XXXX team and was denied until I get the email. This is costing me more than {$600.00}. With all the fees and late bills this has caused me is hurting me! I need help. 

Attached files : Picture of each fraudulent transaction. 
picture of my time card, to prove I was at work during that time of activity. 
Picture of address of place of work. 
Map and distance from my work and address associated with fraudulent activity. 
Picture of my work ID badge for proof of employment at said address. 
Work Managers cell phone number for proof of whereabouts during that time period and confirmation of time card.

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