Consumer complaint received 2021-07-12
Company: Netspend Corporation
State: WI
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:
Since, XXXX, I have been waiting for a refund of {$100.00} from NetSpend. The refund is from purchasing a XXXX XXXX from the United States Post Office, at XXXX XXXX XXXX XXXX XXXX . XXXX in XXXX, Wisconsin. The total cost was {$130.00} and I closed the po box , returned the keys around XXXX. I purchased the po box around XXXXXXXXXXXX. The post office took {$34.00}, after closing the po box , based upon their refund policy, which I believe is a form a fraud, for a po box that I did not use ; however, because an individual actually activates the po box there is a deduction based on activating the po box , done online. If I would have requested the same refund without actually activating the po box online ; then I would have the full refund amount given to me ; however, since I activated the po box online ; then I am being charged for " keys '' that were returned and considered " no charge with the po box , '' but since the po box is activated, I am charged the fee for free keys. 
Since around XX/XX/2021, I have been dealing with receiving the refund of {$100.00} from Netspend. The United States Post Office has claimed that the refund was submitted to the card ending in " XXXX '' on XXXX, but NetSpend has claimed that no refund has been submitted to them. I have had several different cards with NetSpend based on either receiving the upgraded card of " NetSpend All Acess '' prepaid card and two other prepaid cards from NetSpend with either NetSpend changing " banks. '' When upgrading to the NetSpend All Access, any refunds to the previous cards that would be closed when upgrading to the " NetSpend All Access '' would be closed and difficult to dispute changes or receive any refunds, which would go to the prepaid used to purchase any product or services. 

In addition, to the closure of the previous two prepaid NetSpend cards, by NetSpend by changing the bank and closing the previous card, due to an upgrade of the " NetSpend Access. '' The previous accounts, access to the transactions are closed, there is no option to dispute a " refunds or transactions '' without having online access to those previous card numbers, only NetSpend has access, once the account is closed. The only option available is to call NetSpend 's customer service number and play the waiting game, because there is no documentation available on your end of any disputes or issues, once the online access to the account is closed. 

This issue with receiving my refund from the IRS for {$1200.00} that was also deposited unto an account that was closed or due to NetSpend changing banks and when they changed to a different bank ; then the account number and routing number changed and prepaid card number. Therefore, when the IRS deposited the Covid-19 refund, if the account and routing number was changed ; then the process on updating that information becomes complicated. However, the IRS did deposited the refund into my account and also this refund was also embezzled out of my account to transfer the funds into another account without my permission, consent, or authority. Again, NetSpends claims that the {$1200.00} was not deposited.

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