Consumer complaint received 2020-03-02
Company: Netspend Corporation
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
In XX/XX/2019 I found charges from XXXX XXXX on my transaction history and immediately disputed the 4 different charges as they someone elses and i didnt even have XXXX as a current or past wireless carrier. I bank with Netspend and after i informed them of the unauthorized charges through the secure messaging system as well as a hand written notice signed by myself as well and then submitted all statements as well as evidence in my posession not only fully explaining th situation but as well as the persons information that i found to be responsible for.All forms were submitted in accordance with the contract and i did apply for provisional funds within the ten days as well as made a formal report with the FTC for identity theft and submitted that as well. 
I called XXXX XXXX customer service and explained that my debit card that was not lost or stolen had been placed on auto-pay to someones account and that numerous charges had been deducted. The customer service agent asked if i had a XXXX account or possibly had access to the account that was responsible for the charges. I not only didnt have an account but did not know any information to access the account and did not attempt to either. I told the agent my debit card information was somehow obtained by an ex and i asked to have it removed and explained that there was never consent or implied consent that would allow her to use my funds and she was not even an authorized user on my checking account. 
Because i could not provide account information he then said he would not be able to remove the card only the account holder. My ex afyer i called and told her she is not authorized to use my card or my funds and to remove the card from the account immeaditly. 
I requested all funds be returned to my account in full to my ex, XXXX XXXX, and Netspend. Come to find out my ex used information about me to access my account and she put in a request to cancel the claims and even admitted it to me in text messages that i even provided to Netspend who still cancelled the claims anyways. 
I was told at a later date that XXXX XXXX was sending all unauthorized payments back to Netspend by my ex who called and told me that she would do everything she could to get back at me. 
I asked Netspend for updates 5 different times and spent hours on the phone for them to tell me that they did not recieve the payments back and didnt know where the money was even at. 
To this day i have not recieved any of the money that was stolen from my account and they will not tell me anything about their investigation or any correspondence that went on between them and XXXX. 
I have now filed another claim with the FTC about Netspend and have heard absolutly nothing from Netspend even though i have confirmed that XXXX did in fact send all payments back to Netspend, charged her account the amount the deducted from it, as well as released funds back to the bank.

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