Consumer complaint received 2020-07-10
Company: Netspend Corporation
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2020 I authorized a transaction for XXXX at the XXXX  XXXX  on XXXX XXXX. 10 minutes after I received a text from Netspend that my card was lost/stolen and my card was blocked. I immediately contacted Netspend and advised them my card was still in my possession and was NOT lost or stolen. As I was on the phone with the rep I changed my login information to just be safe. I was told that I called Netspend and reported the card which was not true as I have me card. They advised that a expedited card will be sent to me. A few minutes later the new card ending in XXXX was then reported stolen and disabled dispute the fact I just ordered that card. Before I could contact Netspend back I received a call from the FRAUD department of Netspend.The rep asked me to confirm my last XXXX transactions, the rep was able to tell me my last XXXX transactions with the amount and location and asked me to confirm them. I confirmed it was me and the rep stated my original card ending in XXXX will be unlocked and that I could use my funds. The only verification question asked was to confirm my phone number and my phone carrier. This was around XXXX when I received The call. At XXXX I received a text from my phone company with my account number then i couldnt make any calls or receive any which prompted me to call my phone carrier where they advised me my phone was ported to a new carrier. I checked my Netspend account and seen a XXXX charge for a P2P transfer to another card in my name. I immediately contacted Netspend, while speaking with the rep I noticed my email address and security question was changed. I changed it back while speaking with the rep. The rep stated a card was bought in Texas and transferred XXXX to the new card and that the funds was already withdrawn. While I was waiting to speak with a supervisor I was still in the Netspend app and watched my information be changed again. I have emails to show the time each change occurred to my account. While waiting for the supervisor my account was then charge XXXX and XXXX for western union transfer. I asked to put a freeze on my account and was told they cant do that they already cancelled the card. After my own due diligence Ive learned that over 20 people accounts was comprised in the same manner and the person who did this is from Texas where Netspend headquarters is. They are using XXXX XXXX to port customers phone numbers so when disputes are made with Netspend they can state the call came from your phone number. Netspend has violated the electronic funds transfer act for not freezing my account for further fraud after the XXXX was transferred to another account in my name. Based off the information I have gathered this fraud is taking place by someone within the Netspend system. All victims fraud is done the same way and funds are transferred to card that was bought in Texas at the XXXX or XXXX XXXX in XXXX Texas. I have a printout for the XXXX account my number was transferred to and the number that called me stating they was the fraud department was a phone number attached to the XXXX account. Netspend has been no help in recovering my funds. I have contacted the XXXX attorney general of Texas, FBI consumer protection department and the Texas police department, attorney general of the United States to help me and countless others who have been victimized by Netspend.

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