Consumer complaint received 2023-11-08
Company: Netspend Corporation
State: KY
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:
Well on XX/XX/XXXX okay actually it was prior to that it was about 3 days before. I had had trouble with one of the online games and, I got a number for XXXX who this game was going through, supposedly, and they said they were going to pay me on a certain date. And that i needed to have a secure line through XXXX from my phone. Well, I called XXXX to see if this was in fact true. Whoever was acting like they were with XXXX, XXXX, got all my information as much information from me as I could. Anyway, it turned out to be a scam they had me install something on my phone it was a mirror app they mirrored my phone, account numbers, and everything so I didn't know this about until a couple days later I was talking with a friend of mine and they said " XXXX it's a scam you got to watch when your paycheck hits because they're going to get you ''. Well I called NetSpend on the day that my paycheck hits which was a XXXX, XXXX XX/XX/XXXX. XX/XX/XXXX and I talked to a girl in customer service and explained the problem. That i was worried about it being hacked and the guy from XXXX, XXXX, had even given me his phone number to let me know when my paycheck hits to make sure that it was on a secure line with XXXX. that's how much I was taken but I didn't do that. Instead I called NetSpend and told them what was going on and they said there's no way anybody can access your account it's going to be fine no worries rest easy okay. Well my paycheck always hits about XXXX and I didn't hear anything and I looked on my phone didn't see anything. I usually get a notification if anything goes on with my bank account, nothing happened and then about XXXX XXXX my phone started going off like an alarm just bang bang so I looked at the phone and I could see money steadily being taken out of my account withdraw, withdrawal, withdrawal so I told my boss that I had to run to the ATM to try to salvage whatever money that I could and I left work I was working at the time to go and try to do this. To no avail, they had taken everything and so I got back to work and proceeded with my night. 
my boss was gone, I was off the next XXXX days, scheduled and the following day I was informed that I didn't have to come back to work because of the Fiasco that it happened the other night. I wasn't supposed to leave the hotel in case somebody needed food cuz I was a cook and I was let go I lost my job because of this. Now I lost my job with all this happening and NetSpend oh my XXXX they were the worst first of all they didn't believe me. secondly, they said that they they asked me they kept asking me the charges that I was wanting to file a dispute on well from that moment forward that they had to my account I couldn't access my account because they had a mirror on it on the application anybody that tried to send me a one-time access fee password anything like that they had a mirror on it they had on my phone so I didn't get emails that mattered financially I didn't get passwords that mattered financially nothing Well NetSpend says that they filed a complaint on my behalf are they filed dispute on my behalf well they contacted me about XXXX weeks later or so and said they didn't see a problem sorry about your luck we're not going to give you a provisional credit we're not going to give you anything well we had words and they changed their mind the one guy that I spoke to during the interim all this and by the way they have all of their phone calls are recorded so should we have to find out anything at all we have access to because they record everything and at one point one of the guys that I spoke to had said because I filed a complaint with them before and they didn't they didn't make good with it right it was because of the dispute Department well come to find out they don't have a dispute Department they told me the guy told me that it is anyway I asked him I said what are you guys do is somebody has a dispute do you just sit around and and go through who's complaint sounds viable and and okay that one because that's ridiculous and he said well pretty much he said there's there's really not a dispute Department which I'm forwarding all these all this information to the dispute department so that I could get through to my account they were asking me for everything but my mom 's birth certificate you know they should have had this kind of diligence when somebody else was getting into my account I couldn't get into my account haven't had access to it since XX/XX/XXXX I sent them loan agreements that I had I sent them personal personal financial information with other companies to prove that it was me they still didn't believe me so the following day I called to find out yet again what we were going to do with my provisional credit didn't have any answers for me because no no pardon me they told me I needed to submit more application more documentation well there is no more documentation except my birth certificate that I haven't sent so they go ahead and they send the money right well it got hacked yet again right when it hit my account it's a very time that it hit my account and they can see it on their end I didn't know about it at the point at that point I didn't know about it that it got hacked again I found out because I got a notification on my phone while I was talking to them that the money had been taken out of my account and I said are you kidding me the money had been taken out of my account while we were on the phone with them while I was on the phone with them for my XXXX XXXX  from the beginning debacle so she quickly got off the phone with me didn't tell me what was going on I found out on my own and called them back and had people swear to me that I would have a response that I would have a supervisor call me back you name it and I haven't had anyone call me back except to say that they didn't think that the dispute was viable which again that's ridiculous I lost my job did I mention that my job that paid me well I'm now fighting eviction I have no money none just XXXX none I had the carpet swooped out from underneath me that very day in every way so NetSpend follows up and tells me I had to follow this up I found out through the grapevine that they were waiting until XX/XX/XXXX which would be I guess 90 days to give me an answer well here 's the thing it's almost XX/XX/XXXX I still unemployed none of them are but I am circling the drain as we speak like I said I'm about to be evicted my license stuff about to be cut off I have no income I have no money none anyways they're waiting till XX/XX/XXXX this is ridiculous this is ridiculous if it was anybody one of them they would have got this taken care of I can't get it taken care of because they will either hang up on me or promise me they're going to call me back my deposit I feel should be insured or my dispute my amount that I'm disputing should be as much as my deposit is insured upon and I believe that's {$250000.00} I'm so mad about this whole situation there's no way I can ever get right with NetSpend I can't believe they've done this and I feel just mortified basically I would love it to have somebody call me back and tell me what and what I could should need to do anything this has been the worst experience ever did I mention that I lost my job that's the worst cuz now I'm looking at filing for XXXX I'm looking at all kinds of avenues that I did not want to it's it's completely ruined to me completely and I think my deposit should be insured for as much the numbers I'm saying I just I'm just XXXX that's what I'm saying can somebody call me please at the convenience I would appreciate it I also had another issue with them by the way and a former thing I didn't know that I could formally follow this a complaint would have been good to know then but I still had an issue with them for real anyway my thank you very much

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