Consumer complaint received 2023-01-31
Company: Netspend Corporation
State: CA
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:
I purchased a Netspend prepaid debit card from XXXX on XX/XX/XXXX. Exhibit XXXX  shows my receipt. I attempted to utilize the card, but experienced obstacles when trying to activate the prepaid card. Customer service informed me that I had restricted use, but would still be able to conduct certain types of transactions. After attempting to use the card, I received multiple emails and was told that my payments were declining from the XXXX services I attempted to pay for with this Netspend card. 

After much embarrassment, I called the customer service line to close the account and be issued a refund in full for the amount that I deposited on the card as not XXXX of the transactions I attempted were successful. After giving my address with detail to the customer service agent, she informed me that the account was closed and in XXXX ( XXXX  ) business days, a check would arrive. 

On XX/XX/XXXX I received a piece of mail, but was unsure of who the sender was. I looked up the address and it belonged to Netspend Corporation. The mail was incorrectly addressed with an APT ( apartment ) instead of the # ( number sign ) or XXXX  as I requested. As this is a direct violation of the DMM ( Domestic Mail Manual ) to accept mail from a fictitious address, I rejected the mail with postage and called Netspend again to inform them of their mistake on the address for the mail they sent. I assume this mail was a check. They confirmed that they did send a check during the call. 

After informing them of my rejection of the mail, they asked for the correct address. I informed them with the details of my address and the customer service person told me that I would receive a new check within XXXX business days. 

More than XXXX business days pass and a new check was not issued to me. I wait another day for grace period and nothing. Now, I am frustrated and inconvenienced by the lack of professionalism Netspend employees have. Not only do I not have my check after the embarrassing ordeal, but now I can not trust what the customer service people say which made me feel helpless. 

I had to call again XX/XX/XXXX. I went through XXXX customer service agents who did not even try to help me. XXXX even sent me back to the automated system after I specifically requested to speak to a supervisor. After waiting on the phone for around XXXX ( XXXX  ) minutes, I was put on with a supervisor. I informed the supervisor of my trouble with previous customer service reps telling me that my refund check would be to my address within XXXX ( XXXX  ) business days XXXX separate times and still nothing. The supervisor was able to pull up my information and told me a check was sent out on XXXX, XXXX, XXXX. She said it would take XXXX ( XXXX  ) business days to arrive. Today is day XX/XX/XXXX. More than XXXX ( XXXX  ) business days have passed and I still am again disappointed by Netspend and its employees. 

Because of Netspend and their employees negligence, I have had to borrow money and sell personal items to make ends meet where I would not have had the extra stress if Netspend would have just sent my refund check as they instructed me they would. 

It has been well over XXXX months form my initial purchase and I wasn't even able use the card, nor have I gotten my money back. Subsequently, Netspend not sending me my refund check has caused marital stress and my wife blames me for losing our money. I feel robbed. I have no choice but to go to the CFPB and any other organization necessary to resolve my ongoing issue with Netspend. I will also be writing a letter to XXXX XXXX who is the acting XXXXXXXX XXXX XXXXXXXX XXXX for Netspend Corporation.

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