Consumer complaint received 2021-11-02
Company: Netspend Corporation
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
I have been a customer of your Netspend Debit card for many years and up until now, I have been happy with the service. Until this past XXXX, when {$350.00} was stolen from my account and Netspend did an investigation and determined that they could not find any evidence to prove the money was stolen. Even with my card, I am only allowed to take off {$300.00} per visit and up to {$940.00} maximum a day. But the person who copied my card was able to get off {$350.00} at the XXXX  XXXX XXXX ATM in XXXX XXXX. When I tried to get more than {$300.00} in a single transaction, I am told that I have gone over my limit for the day. So I try again for just {$300.00} and it works. I usually take off {$300.00}, {$300.00}, {$300.00}, than {$100.00} for my rent. ( You can see my past transactions in my account summary ). FYI, I have already spoken to XXXX about their card reader they have on the outside of their bank and told them I think it is a phony, and they agreed to check it out. The last time I went by there, they were performing maintenance on the door and the card reader, so at least they took me serious and it has probably affected others. 

I did exactly what I was told to do. I reported that I got an alert that {$350.00} was taken out of my account in the middle of the night while I was sitting on my couch at home and I went on line and saw that it was taken in the middle of the night. It was posted on Saturday, XX/XX/2021 in the evening at XXXX in XXXX XXXX ( Details attached ) from the above mentioned XXXX. 

They immediately reported the card stolen and closed that card and re-issued me another one. They opened a claim to find out what happened. They said it would take a month, in which it did and they said they would come to a conclusion on XX/XX/2021. I called them on XX/XX/2021 to find out what they found out. 
They determined that the money was taken out of the same ATM that I frequent ( no kidding ) and that my pin was used to get this cash. I dont see how that is possible, since I had the card on me and NO ONE ELSE HAS MY PIN NUMBER. 

So I what I would like to know is, are any of you going to do something about this and really investigate and give me my money back or do I have to take this to court and sue XXXX, XXXX XXXX XXXX XXXX XXXX and Netspend, because it is now NOT about the small amount of money, its about an institution ( Netspend ) that I have used for many years and have trusted with my money, now saying I am a liar and a thief. 

Just a matter of fact, I have worked with and continue to work as a Legal Assistant in one of the most largest and prestigious law firms in California and the country and have many contacts here who would be happy to help me in my defense. This not a threat, but an absolute fact. 

I await your response. Thank you

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