Consumer complaint received 2020-05-12
Company: Netspend Corporation
State: CO
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:
My name is XXXX XXXX XXXX at the early dates of XXXX around the XXXX of the XXXX I had submitted my information on the IRS website for the non filers enter payment info a few days into entering yet I had noticed that there was a discrepancy and one or two numbers were entered incorrectly upon entering my account information I have let the PayPal prepaid debit card service know about the discrepancy and they said that they would either be able to fund the amount to the correct account or they would make a reversal they have done neither on the IRS website it says that there is a get my payment Info app and which were you can view the exact time and date in which the payment would be posted the IRS states that the payment has been posted on the XX/XX/XXXX no I have been contacting PayPal and the customer service representatives in which I spoke to on the phone don't speak very good English however what I tried to request information on whether or not the amount was deposited into the wrong account they didn't understand my request that 15 different times I called them and all they would tell me is if it says it has been posted on the IRS website then it should be there sir that's all they would tell me when I try to message them through email or through the PayPal customer service prepaid wallet they don't even reply to me so they are not keeping me up to date on whether or not or where the payment was sent when the IRS requested that I do so and let them know what was going on and they are not reversing the payment to me either so that I can receive a check in the mail instead I am about to lose my home because I haven't received my payment and it's all because they are taking their time and or I think they're doing it because of me requesting it early at an earlier time and letting them know early what was going on they are not doing what they have said they would do under their policy either under their policy at states that if I provide the proper documentation and account information for the discrepancy a pun the correct time in which I did way beforehand and was proactive about it that they would investigated and if they haven't come to a decision within 10 days of me providing the information that they would fund my correct account with the amount in which was supposed to be provided and that would be $XXXX at this time now that is under their policy that is something that they hold themselves accountable for it and to do for their consumer and or person in which has an account with them I know that if it was on my end and I didn't hold up to my end of the deal that I would be charged for it day by day so why shouldn't they be held accountable for what they are not doing because they aren't listening or even reading what I send them and I am pretty thorough with my words I am not illiterate and I can explain something 2 and my name is guy XXXX XXXX at the early dates of XXXX around the XXXX  of the XXXX  I had submitted my information on the IRS website for the nun father's enter payment info a few days into entering yet I had noticed that there was a discrepancy and one or two numbers were entered in correctly upon entering my account information I had let the PayPal prepaid debit card service know about the discrepancy and they said that they would either be able to fund the amount to the correct account or they would make a reversal they have done either on the IRS website it says that there is a get my payment info app and which were you can view the exact time and date in which the payment would be posted the IRS states that the payment has been posted on the XX/XX/XXXX now I have been contacting PayPal and the customer service representative sandwich I spoke to on the phone don't speak very good English however when I tried to request information on whether or not the amount was deposited into the wrong account they didn't understand my request the 15 different times I called them and all they would tell me is if it says it has been posted on the IRS website then it should be there sir that's all they would tell me when I try to message them through email or through the PayPal customer service prepaid wallet they don't even reply to me so they are not keeping me up to date on whether or not or where the payment was sent when the IRS requested that I do so and let them know what was going on and they are not reversing the payment to me either so that I can receive a check in the mail instead I am about to lose my home because I haven't received my payment and it's all because they are taking their time and or I think they're doing it because of me requesting it early add an earlier time and letting them know early what was going on they are not doing what they have stated they would do on their policy agreement I have not being funded the amount and which I should be and it has been way past 10 days and I'm about to lose my home because of them because they aren't doing anything to either reverse my payment or fund my correct account this is ridiculous and it's pretty sad like I said if it was on my end I would be charged day by day so again my PayPal prepaid card was supposed to be funded with my stimulus payment the stimulus payment was sent to the wrong account because of a discrepancy of I believe two numbers so the last four numbers of the account which is the right one and the wrong one have the same last 4 numbers to the last four numbers of both accounts are correct however the remaining numbers are not and again PayPal Prepaid is not updating me or even replying to any of my messages and the only thing they are telling me is if it says it is updated on the IRS website it should be funded and I let them know there is a discrepancy on it way before it was supposed to be funded and way before it was updated of the get my payment information so they should have been proactive about it ahead of time even because I let them know ahead of time on the XX/XX/XXXX to get my payment updated and stated that it was funded on the XX/XX/XXXX and it has not been so they are telling me where it has been deposited. Reversing my payment so that I can receive a check in the mail and they aren't letting me know what's going on so that I can let the IRS know and the IRS themselves asked me to do so nor are they holding up to their side of their policy in which states if they aren't able to come to a decision within 10 days of investigating they would fund my account with a correct amount providing I provide them with the proper documentation that account information in which I did and I can show proof of please remind you not only have I located the correct emails and to send these messages to I have also contacted them through XX/XX/XXXXon the XX/XX/XXXX and have not received a reply do they plan on keeping my money or something because they aren't even letting me know what's going on and that's ridiculous even the IRS thinks it's ridiculous God bless you and I hope you can help me

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