Consumer complaint received 2023-10-18
Company: Netspend Corporation
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
My sister XXXX XXXX died in XXXX, Ohio, on XX/XX/. She did not have a will On XX/XX/XXXX I attended a XXXX online hearing with the Probate Court XXXX XXXX XXXX ( Ohio ) in the matter of the estate of my sister XXXX XXXX XXXX. 

During the hearing, I was awarded by the court the rights to {$5500.00} in my sister 's account with Netspend. After receiving the papers from the Ohio court awarding me the {$5500.00}, I contacted Netspend by phone on XXXX XXXX to inform them that I had been awarded the {$5500.00} remaining in her Netspend account. I was told by a customer service person to send a copy of the court ruling, her death certificate, a copy of my driver 's license and a letter stating my purpose. I sent all the documents to XXXX. A few days later I was told by phone that the documents were received. 
On XX/XX/XXXX, I telephoned Netspend and a customer service agent named XXXX told me I should something from the Netspend XXXX department by XX/XX/XXXX. On XX/XX/XXXX at XXXX am, I called Netspend and an agent named XXXX in the company 's XXXX department told me I should receive a check in the full amount on or after XX/XX/XXXX or XX/XX/XXXX at my home address. No check arrived. 
On XX/XX/XXXX I called again and XXXX, a supervisor in the pay-card told me I should receive a check in the next XXXX to XXXX business days and to call him back if not received by XXXX XXXX No check arrived. 
On XX/XX/XXXX, I called again and a Netspend agent named XXXX ( ID # XXXX told me I would receive the check within XXXX business days. 
On XX/XX/XXXX, I called again and an agent named XXXX told me a check in the full amount was sent to XXXX XXXX, XXXX of my distant cousins in XXXX. 
XXXX also said that XXXX XXXX sent documents in an effort to receive the money the money. XXXX said XXXX XXXX had sent a copy of my sister 's death certificate and a document indicating he had power of attorney in XXXX 's affairs and that he should be given the money in XXXX 's account. 
It should be noted that XXXX XXXX also attended the XX/XX/XXXX XXXX meeting in Probate Court. At that hearing he said he was my sister ; XXXX nephew ( an obvious lie. ) The judge told him that she knew he was not my sister 's nephew. His response was something like " she was like an aunt to me. The judge then ordered XXXX XXXX to withdraw his petition for the money within a week or she would order fraud charges against him. 
I contacted Netspend again and was told that there was nothing further I could do and that someone from the company 's legal department would be contacting me in a few days. I was never contacted. I referred the matter to a lawyer friend who told me a few months later that he was having extreme difficulty contacting the people at Netspend 's legal department. This is why I am now reaching out to the CFPB. 
I have been getting the runaround for nearly a year and I believe I have a right to that money. It should also be noted that I paid for all of my sister 's final arrangements and services. 
I have copies of my sister 's death certificate and the order from the Probate Court of XXXX XXXX. 
Your help with this matter will be greatly appreciated. 
Sincerely, 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