Consumer complaint received 2018-06-25
Company: Netspend Corporation
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
In XX/XX/XXXX, during tax season, I requested a NetSpend Premier Visa Prepaid card issued by XXXX XXXX XXXX through XXXX XXXX and my tax refund was deposited onto the card. 
Well back in XX/XX/XXXX, my son was in an accident while driving my car which resulted in filing a claim with XXXX our insurance company. They notified me that they had a claims amount approved and so I contacted NetSpend to inquire if I could have XXXX electronically wire transfer the funds into my account. 
I spoke to XXXX XXXX on Tuesday, XX/XX/XXXX at XXXX XXXX the Total Loss /Claims reimbursement was now available and if I could have the funds deposited in my account. She said yes and proceeded to give me the routing # and actual account # ( different than the card # ), stating no problem. She then asked if I would like the Mobile text Alert so that I could keep track of actions on the account. I then contacted XXXX and provided them with the information, and they sent electronic payment ( in my fathers name/and my name ) and reason for payment. 
Ok.. so, I received ALERT on Thursday, XX/XX/XXXX at XXXX. stating XXXX P & C Claim and my balance. 
Friday, XX/XX/XXXX, I used ATM, as well as made several purchases using the prepaid card. 
Saturday, XX/XX/XXXX, I called XXXX and asked how I could withdrawal a larger amount then the ATM would allow. He stated that any bank that excepted XXXX would be able to handle the transaction for me. I went to XXXX XXXX in XXXX, XXXX  and withdrew {$5000.00} and went to purchase a car. 
Sunday, XX/XX/XXXX, I realized that I had to wait until Monday to transfer title, reactivate my insurance policy with new car information to legally get it ready for the road. 
Ready to leave early MONDAY morning, XX/XX/XXXX, I have a text stating there may be a problem with your NetSpend card, and please call XXXX before using card. 
You are kidding right? Wrong, I call NetSpend as requested, spoke to XXXX XXXX, she stated that The XXXX was requesting ID verification and Social Security card, as well as a utility bill to verify my identity, and requested XXXX to upload their company information along with receipt of what the deposited funds were for. They wanted uploaded documents marked with Reference # XXXX and sent to XXXX. XXXX from XXXX uploaded as requested, document and total loss paperwork in ref to money paid out on this claim on XXXX XXXX XXXX, XXXX, at XXXX. ( XXXX ext. XXXX ). 
Once uploaded, I called back NetSpend to verify they received requested documents and spoke to XXXX XXXX, who stated that as soon as Bank receives documents they will lift the HOLD. ( approx. 4hrs ) Being the holidays, on XX/XX/XXXX, I called NetSpend again, as I never got an email or text notifying me of funds available. They stated that The XXXX had red flagged the account, and only through them could it have the hold lifted. Also said the only way to get the funds off the account was if the original sender ( XXXX ) pulled the money off the same way they put it on, however, XXXX would be closed until Monday, XX/XX/XXXX. Wow, and this is just the beginning of the different stories and status of my account that the customer service rep. relayed to me each time I would call to check back. 
This was getting a bit crazy. On Friday, XX/XX/XXXX, at XXXX, I spoke with XXXX XXXX XXXX ( ext.XXXX ), and he stated that on XXXX XXXX, they tried to retrieve the funds off my account and that it had failed. He also stated that my account showed {$0.00} balance So I call NetSpend on Friday, XX/XX/XXXX at XXXX. and they stated that the funds were wired back to sender ( XXXX ) on XX/XX/XXXX, and that XXXX was notified. 
Saturday, XX/XX/XXXX, at XXXX. XXXX is closed. Wanted to let them know updated info regarding where the funds were being sent. 
I spoke to XXXX again on Thursday, XX/XX/XXXX, and they stated they had heard nothing about funds getting wired or sent back to them. Also stated if hadnt received monies from NetSpend by Thursday, XX/XX/XXXX, for me to call NetSpend and request them to cancel check ;, and XXXX would send XXXX XXXX label to them, so they could resend to XXXX , and XXXX would XXXX XXXX a check on to my address.. 
On Wed. XX/XX/XXXX, I call XXXX ( ext. XXXX ), stated they had not received any money nor memo from NetSpend advising the actions We 3-way called NetSpend. They didnt have info in the system of check being sent back to XXXX, and also requested that I resend copy of Dr. License/Social Security card to XXXX for verification of identity and 3-5 days for review/ and will mail check to my address. 

Ugh! Frustrated, and feeling helpless. This was turning into a game. 
XX/XX/XXXX, called NetSpend, they stated today was the XXXX day, and that within 24hrs a check would be mailed to address listed by regular mail. I was then put on hold to verify info with supervisor. 
On XXXX XXXX called NetSpend at XXXX. Again stated that check should be received by XX/XX/XXXX or XX/XX/XXXX. They also stated that there was no reference # yet, but for me to call back on XX/XX/XXXX or XX/XX/XXXX to follow up and get reference # and the money being sent was {$1600.00} On XX/XX/XXXX, I called NetSpend to check on reference # which still wasnt available, and I was told to check back daily if I would like to check for any updates etc. 
Again, on Saturday, XX/XX/XXXX at XXXX, I called NetSpend to see if any updates or new information was in my account profile. Spoke with XXXX who reviewed notes, said that as soon as customer service was finished with verifying my identity, they would contact me by phone or text. 







I was never contacted from NetSpend or the XXXX XXXX  to discuss account status. 
The next 3months I was unable to physically get out the bed, finally XX/XX/XXXX was stabilized and resume where I left off. 
I called NetSpend in XX/XX/XXXX and told them that I had never received a phone call, text or email in response to my account review. They stated that the account was seen as risky and could not verify with my drivers license, SS card, nor the insurance documents that were notorized and uploaded as requested. They never gave any options how to fix the problem in question, however, seemed to have misleading responses trying to assure me that in fact the money would be available and I would be contacted. 
Thats it thats all. Thank you

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