Consumer complaint received 2023-06-09
Company: Netspend Corporation
State: CA
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Unexpected or other fees

Complaint:
Netspend Skylight is a bank that I use only to receive my tips and is required to have at my XXXX job. I rarely use it and usually only check it occasionally since I use it as a savings account. On XX/XX/23, I logged into my account to check how many savings I had accumulated over the past month. By the way, I already had a physical card that that I didnt activate because I had fraud with this company sometime last year so when they sent me a new physical card I didnt activate it due to the fear of it happening again. Plus I was planning on saving my tips anyways. Once I signed in on XX/XX/23, I saw that XXXX was gone from my account due to fraudulent charges. These charges started on XX/XX/23 and went on everyday from there. I filed a dispute that same day and informed them I didnt authorize these charges. I also informed them that I never activated my physical card. This is where I found out that a digital card was activated online which was then used for these transactions. One of the representatives said the dispute team will investigate and I will receive a temporary credit in about 10 business days if they deem these transactions as fraudulent. I asked them to make a note on the account that I never activated the card that was used to process these transactions so someone mustve obtained my account information and activated a digital card. I waited until XX/XX/23 and called back in hopes of receiving the credit, but when I called the representative told me that the dispute team already made a decision on that day and I was declined the credit because they didnt see any errors. Frustrated, I asked for documentation and to speak to the dispute department to understand how they came to that conclusion. They said I will have to wait 10 more business days until I receive the documents in my email and until I can speak to the dispute team. I received the documents in my email on XX/XX/XXXX around XXXX and called the bank on XX/XX/XXXX at XXXX to speak to the dispute department since the document they sent didnt make much sense and had false information. They informed me that the dispute department doesnt have a direct phone line so I will have to wait for a call back from them within 2 business days between XXXX. I asked to speak to a supervisor because this is the third time I have to wait days in order to try and get this resolved. However, supervisor said I will still have to wait 2 days until XX/XX/23 to speak to the dispute team since theres no direct line. Before hanging up I asked about my original physical card and said if there were any transactions made on that card. This was my attempt to try and prove I didnt activate the card. The representative confirmed that no transactions were made on the physical card and how it was a paused card. Why would I activate a digital card when I still had the physical copy and never activated/deactivated it? This is my last resort in trying to receive my money back.

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