Consumer complaint received 2017-06-20
Company: Netspend Corporation
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XXXX XXXX, 2017 I received my tax refund of XXXX I then transferred XXXX of that into my savings. The next day I was out trying to pay bills and got a text messages saying it was a transfer done on my account. I then got on my phone and checked my online account which showed me that someone had moved XXXX of the XXXX that was in my savings into my checkings. I assume that the bank did n't allow that much to be saved so they pushed it back into my checkings. I still did n't fee comfortable so I then called customer service. While on the phone with customer services the unknown person then moved the XXXX from my checkings into and unknown accountby the name of XXXX XXXX  XXXX XXXX Not only did they transfer XXXX of my dollars into their account but they also reported my card lost and had it shut down and a new card sent out. Customer service told me it was XXXX to have a card sent out express but they would waive the fee and I will get it on XXXX XXXX, 2017. I called to get a tracking number for XXXX so I can track my card down. I then find out it was two tracking numbers for me with my name on it from same company but going out to two different addresses. I then asked them to not deliver the one that was n't coming to my correct address. I then hung up with XXXX and contact the bank again to see why they had two cards going out on the same truck that was in my name but two different addresses. They said they only see one card. I then contacted XXXX on three way so the bank can hear what was told to me. Once customer service heard that they then shut the card down that was going to the wrong unknow address. Customer services then told me they would refund me my money within 10 days. However, I needed to send in a letter for dispute and a police report before the 10 days where up. I did just that. I also called them afterwards to make sure they got all my information that was sent and the lady said she saw it and gave me the date and time that it was sent which let me know she did infact get it. 3 days later I called and they said they never got the information. I then emailed it to them again. This time with the proof that I sent it to them before already. Then I get a message saying that they count credit my money within the ten days because I failed to give the information in a timely manner. Which is not true because I screen shot my 3 emails where it shows time and dates of me sending them. Durning another check up call I found out a 3rd card was ordered. I 'm not understanding how they can allow this to happen when I already filed a claim so they should have been watching my account. This matter has had me and my children displaced from our home because that money was for my landlord. Now they are telling me I have to wait 45 days to and update. Please help me with this matter. I did n't give anyone permission to go into my account and transferr XXXX from my account into theirs. I am on a fixed income and I do n't have time to wait any longer for my money to be refunded. I call everyday for an update and each time I was giving different information. Some where helpful but most act as if they did n't care. Lastly all this past weekend I was able to get into my online account. Once I sent the police report over to them then tried to go into my account it would n't let me get in. It kept saying wrong password which is not true I used it all eeekend and got through. I then had to call customer service because it would allow me to change it to fix the problem. They reset my online account several time and still nothing worked. The supervisor then asked is it anything else he can do to help me. I stated " well you have to help me first then ask that question. '' He said it 's nothing he can do so I hung up and worked on it until I got in. Which I had to make a new password.

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