Consumer complaint received 2023-07-19
Company: Netspend Corporation
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Im a XXXX that has been horribly treated by NetSpend and I am in a desperate way. 
Ive been with NetSpend for at least 4 years with my XXXX  military direct deposit going in. We have been in Florida for the past couple of months staying in an XXXX looking for rentals to move here permanently. Ive been using my card here in Florida state for a couple of months. 
On XX/XX/2023, I used my card at a restaurant where Ive been staying locally. The card was declined even though the funds were in there. Thankfully my friend used her card to pay for the bill. Upon getting home I called NetSpend to let them know it was me using my card and why was it declined or blocked? They said they needed all kinds of impossible information in order to prove my identity. I sent in my social security card, government picture I.d card from the XXXX and my previous address from my college I have been going to with proof of my previous address, the one they still have on file for me. THEY WOULDNT ACCEPT THESE! So they further put restrictions on my account where I can not even get into my account AT ALL! they said I had to come up with different forms of information to identify proof of who I am! How does anyone have all this information lying around of this kind of proof? My drivers license has just expired so they wouldnt accept that. I am in the process of trying to get a new drivers license for the state I am now in. I have no utility bills in my name anywhere because I have no owe many address yet. So I can not get the proof that they want even though I gave them my social sec card, picture XXXXXXXX XXXX I.d card and proof of previous address with the college I have been going to. So right now I am screwed. I have {$1700.00} that they are holding from me! I am a veteran that needs medication, to pay my rental bill for the month so that Im not HOMELESS, and other incidentals such as food. My friend has had to for the bills for the time being which has left us strapped. 
I have been on with NetSpend countless and numerous times and they refuse to work with me and most of them have been very rude and not willing to help. 
The couldnt even give me a reason for why they blocked and declined my card in the first place. It wasnt like I just went to a new state all the sudden and it was suspicious. I have been using my card here in Florida for almost 2 months. So they randomly decided to just block my card leaving me in a destitute place and putting me in a horrible bind. I havent been able to get my medication either. 
I am a XXXX XXXX XXXX XXXXXXXX and NetSpend has bullied me and have been uncooperative. I am desperate and have no idea what to do next. In order to get these crazy documents that they need will take me some time to get, if even I can get them. Things like birth certificates, picture ids/drivers license takes time. And even then I wouldnt be assured that they would approve these. So basically they stole my XXXX XXXX money that I LIVE ON. 
Thankfully I was able to change my direct deposit to another bank that has more integrity. But I wont be seeing that for another XXXX weeks. In the meantime I literally have {$0.00} in my new bank account and am out {$1700.00}. I had to go to a food bank in order to eat. 
In conclusion NetSpend is a horrible bank that will not work with its customers at all. They have no values for XXXXXXXX XXXX and overall decency and integrity. I am at a loss. 
Please help me.

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