Consumer complaint received 2022-04-07
Company: Netspend Corporation
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I have a NetSpend Debit Card with a NetSpend Savings Account and have had these accounts for many many years. Then all of a sudden, on XX/XX/XXXX - ( not the end of the Qtr ), my savings account was closed and the funds were transferred into my debit card account. This was done without any notice and not requested by me. I looked at my emails and any type of messages from NetSpend and there was no explanation as to why this was done. In addition, I looked at my TOS from NetSpend when I signed up for the accounts and there was no information as to why or how, or if NetSpend would close a savings account, especially without any notice. In addition, when I logged into my NetSpend account the option to open a savings account was available and when I tried to do, I got an error that said that my savings account was closed and that I could open a new account on XX/XX/XXXX. So now have I not only lost one month of interest ( XXXX to XXXX ), I will now be losing out on an additional 3 months of interest = in total 4 months ... for no particular reason... 

Here are the following email message communications btwn NetSpend and myself -- XX/XX/XXXX - XXXX - Savings Account Closed - XX/XX/XXXX -- WHY??? 
TO NETSPEND Hello, I would like to know why my savings account was closed on XX/XX/XXXX?? In addition, why am I not able to re-open a savings account that I had opened and was closed not by me until XX/XX/XXXX??? There is no reason for my savings account to have been closed. Also, now that my savings account has been closed, I will lose out on interest for 3 months now??... I am very upset about this and would like answers immediately... Thank you for your prompt attention to my requests .... 

XX/XX/XXXX - XXXX - In addition - Closing my account- on XXXX - lost a month of interest TO NETSPEND In addition, whoever closed my savings account - on 3/5 - caused me to lose interest in my saving account for the 25 days remaining in the month .... Please explain this!!! 

XX/XX/XXXX - XXXX - Re : In addition - Closing my account -onXXXXlost a month ofinterest FROM NETSPEND Thank you for contacting Netspend! 
I understand that you would like to know why your savings account was closed. 
Please be informed that it was closed due to card account inactivity for 365 days. You can reopen your savings account on XX/XX/XXXX. 
We are sorry to hear that you had a bad experience with our Customer Service. 
Our company is committed in providing high quality services that meet the needs of our customers. Rest assured that we are going to do our best to come up with a good resolution to better assist you and all our valued cardholders.

Thank you for choosing Netspend. Have a great day! 
XXXX Customer Service Agent Answers to frequently asked questions can be found online at https : //www.netspend.com/XXXX  or by calling Customer Service at XXXX-Netspend ( XXXX ). 

XX/XX/XXXX XXXX - ReIn addition - Closing my account - on XXXXlost a month ofinterest TO NETSPEND Dear XXXX , I would first like to know where it is in the XXXX XXXX for my NetSpend Savings Account / Debit Card that my accounts will be closed due to card account inactivity for 365 days. I am unable to locate that information in my current XXXX  XXXX Secondly, if this 365 day rule exists - then why would a XX/XX/XXXX card account transaction in addition to XX/XX/XXXX withdrawal debit from my savings account not satisfy the 365 day rule.. in which Netspend gave me NO NOTICE and closed my accounts on XX/XX/XXXX - not 365 days from my last transaction or activity on the account.. Please provide me with the documentation of where this information and the section it is listed showing that both my Netspend Visa Account and my Netspend Savings Account will be closed. Thank you for your prompt attention to this matter... Respectfully XX/XX/XXXX XXXX - Assistance with this question sent on XXXX - no response with info requested. ( included email message send on XXXX ). 
TO NETSPEND. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - As of today, XXXX, I have received no communication from NetSpend providing me with the documentation where this information is that says they can or will close all accounts if 365 days are complete without a transaction being used. In addition, my account had transactions in it... less than 365 days - with transfers taking place in addition to interest being added every 90 days for the savings accounts .... 

I feel that the response I got from NetSpend customer service did not answer my questions and they have failed to provide me with the requested information I have asked for showing these terms and conditions that they are saying exist. I feel like they have intentionally transferred my funds from savings to their debit card and then put a 3-month hold on opening another savings account so I would lose out on 4 months of interest without just cause or merit. 

Please help me in getting the interest lost due to their negligence and help me to force them to provide better service and to notify their customers in advance when such a thing is about to occur - the closing of their savings accounts - instead of no notice...

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