Consumer complaint received 2023-05-10
Company: Netspend Corporation
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Net Spend/XXXX  On XX/XX/2023 money started coming out of my account I called the bank ( XXXX XXXX at the XXXX XXXX XX/XX/XXXX  I have approximately {$430.00} in my account by XXXX XXXX XXXX XXXX. I had only {$220.00} in my account by morning I had only {$92.00} in my account I also was not able to take the money out of the account because they said that they were going to cancel the card and send out a new one. I also took steps to try to transfer the {$92.00} to another account or to another person with a Netspend account of the account, but I was not allowed to it kept telling me it was an error. I also found someone that had a Netspend card again another error when I try to do Net Spend to Net Spend to ask them to put a freeze on all money thats being pulled from the account because none of it is being authorized as I was speaking with them on the phone money was still coming out of the account. that they said that they were going to put a freeze but apparently no freeze happen because money is still coming out as of now and its almost a new day which is XX/XX/2023, XXXX XXXX. The account I was told that they will send me a new card but all through the night it was still transactions still coming out of the account, as of XX/XX/XXXX money is still coming out. I do not have access to the online account so someone /hackers keep logging me out and changing the passcode every time I change it Im not quite sure what is going on other than I do not have any authorization on my account at all at approximately {$430.00} that should have been available for me at my used. Netspend has not been helpful to me. I keep getting hung up on after 30 minutes I ask for the supervisor department I was told that they can not transfer me to the fraud department, I ask for a supervisor I can not get a supervisor most of the transactions are coming from XXXX backslash XXXXXXXX XXXX I called XXXX on XX/XX/XXXX and also on XX/XX/XXXX of XXXX  stating that Ive never made any transactions with them and never have I had XXXX a account. When I change the passcode, it is able to check the account and pull numbers from the account is not my card that I have in hand that ends in the in the number of whoever is hacking the account is actually using a different card number, but theyre taking the money out of my account. I explain to Net SpendXXXX that maybe the online account is hacked I have never been hacked before. Im not quite sure whats going on on other than I am missing money as Im sending you this complaint money is still coming out of the account. also, I spoke to eight different people in the last 24 hours and all have stated that they were put it in a fraud alert on that account but again as Im filling out this form money is still coming out of the account. all I want is my money back in a check and close the account. I was able to get one name, XXXX when I spoke with XXXX Net SpendXXXXXXXX {$87.00} and XXXX {$65.00} and as of now I can not check and see what the other amounts are but I had a total of {$430.00} and some odd change in my account on a before XX/XX/XXXX XXXX

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