Consumer complaint received 2020-05-22
Company: Netspend Corporation
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
On XX/XX/2020 i attempted to access my net spend card upon loading i was asked a 2nd authentication question in which it ask me to verify a text verification number to my phone the selected number already on there list was XXXX i selected it and a text with a code was sent to my phone. I fill in the verification code and entered it this locked my account with no explanation at all. I was told to call the customer service number and i did i was informed i had to speak to a security customer support agent. I was directed to a another person in which the i was left on hold for 45 Minutes with no answer i hung up tried to call back but there service was closed so about 1:15 minutes of wasted time in getting the problem resolved. in addition to that the first customer representative refused to tell me why the account was locked. 

on XXXX XX/XX/2020 I called there office back only to again be connection to another customer service Representative who refused to tell me why my account was locked and again transferred me to the security department again again i sat on hold for nearly 40 minutes before a gentlemen answered the phone this time he argued with me and refused to unlock my account and also refused to tell who what where and why the account was locked the man refused, i gave me my DL number SSN number DOB he stated what is a phone number i can text a verification code to i gave his the same number XXXX he refused to send it said that is not a number on your profile told me to log in to the account and change it to that number how can i you have my account locked and refuse to unlock it!!!!!!!! 

now 2 days later the government deposit is in the account and can not access any of the funds on account that is being held hostage by the net spend security force I have has this account for 15 years and never in my life have i been treated so rudely and what i consider a criminal action the net spend alleged security employee that refused to unlock my account. 

i now feel my right has been violated by that employee he is demanding i send in a copy of my DL a Copy Of my SSN card ( which is a Government Document only to be used with a Government establishment ) and several pieces of mail that have my address on it I cam now extremely concerned that the alleged gentlemen at net spend was attempting to steal and gain aces to all my information for identity theft and now has forced me to spend money with XXXX XXXX  to monitor all my information and social security information hence i have to pay for added security now as direct result of the Net spend Employee i am benign forced to send in all my information to this man at net spend alleged security and i am greatly concerned and fearful of net spend and there security man i feel afraid of dealing with the man in there security department I now have to spend money on extra security to be assured the alleged security man at net sped did not steal my information for personal use as well as now holding my account hostage

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