Consumer complaint received 2021-11-03
Company: Netspend Corporation
State: NY
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:
Upon me making a purchase of some items of apparel on XX/XX/XXXX, I realized shortly thereafter that they were defective and irregular, to say the least. 

During XX/XX/XXXX, I called NetSpend and followed up with a written letter on XX/XX/XXXX, to complain about 'XXXX XXXX XXXX XXXX XXXX XXXX ' from " XXXX XXXX XXXX a retail merchant. 

I also provided NetSpend with proof of purchase and complied with their policy about disputing the charge, etc. 

I duly requested to be eligible for a provisional or temporary credit to my account while NetSpend completed their investigation, however, after multiple times preceding the XX/XX/XXXX, period, they failed to consider or respond to such credit request. 

Furthermore, I also had a phone conversation with a Representative for NetSpend prior to your company making its recent determination, and I specifically requested that when the merchant replies to my dispute, I would like an opportunity to see the reply, hence, respond accordingly. 

Unfortunately, NetSpend did not allow for this, as the Representative specifically told me that they will respond instead. Well after all was said and done, apparently a response from my end was never even done by NetSpend. 

Had I been able to respond as I requested, then I would have reiterated the fact that my dispute is proper and credit should be implemented asap, especially since the merchant rendered very poor quality of goods and services. 

I further requested, yet to no avail, that NetSpend rectify this whole matter by crediting my account for {$120.00} without further delay. 

Then on XX/XX/XXXX, a letter was sent to my secure inbox along with a XX/XX/XXXX, email Notice from NetSpend stating that their investigation was founded on possible errors made on my NetSpend Prepaid Debit Card, and based on the information and facts of your investigation it was finally determined that no error had occurred So therefore, no funds would be credited to my account. 

I replied with my XX/XX/XXXX, Letter clearly advising that " This determination made by your bank is 100 % wrong and Netspend obviously did not do their job properly, diligently nor effectively when it came to my dispute '' ; as such related to a complain about XXXX XXXX XXXX XXXX XXXX XXXX XXXX from " XXXX XXXX XXXX a retail merchant instead. 

After my repeated requests, NetSpend did provide me finally, with a copy of the Merchant 's response which further proved that they erred by mis-classifying my dispute as a 'billing error '. Indeed, this was a fatal mistake on their part, whereas rather, the true nature of my complaint involved XXXX XXXX XXXX XXXX XXXX XXXX  XXXX from " XXXX XXXX XXXX I subsequently followed up with the merchant and returned the items, nonetheless, ultimately they still failed to issue a credit nor did NetSpend implement my credit. 

After NetSpend failed to " do the right thing '', on XX/XX/XXXX, I made a final written request for them to resolve this matter, and they ignored such. I last followed up with a phone call a few months ago,, only to have the NetSpend Representative ( s ) hang up the phone after I respectfully requested to rectify the matter and speak with a Manager of their Dispute and Investigation team.

Thus, the time is long-overdue for NetSpend to correct this whole matter!

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