Consumer complaint received 2020-01-24
Company: Netspend Corporation
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I've sent several secure messages to XXXX  XXXX Account by XXXX regarding non-payment of the promised {$100.00} bonus. In my last correspondence with the service representative via a secure message on XX/XX/XXXX, they have asked to send screenshots of the {$100.00} promo offer indicating that direct deposit was for any amount. I sent screenshots along with my letter to provided email address ( XXXX ) on XX/XX/XXXX. When I followed up with them on XX/XX/XXXX, they sent a generic message saying that they are unable to resolve my concern through email and to please speak with a customer service agent for further assistance. But I have already spoken to their customer service representatives numerous times via a secure message, which lead me to nowhere. They said to email XXXX and this department gave me a turn around and told me to talk to customer service representative again! Do you see how frustrating this situation is?! It appears that XXXX XXXX by XXXX does not want to take responsibility for their mistake of non-payment of the promised {$100.00} bonus. They keep re-directing me back and forth without any resolution of the issue. This is the email that I sent to XXXX on XX/XX/XXXX. 

Good day, My account is XXXX. You have asked me to provide screenshots of the {$100.00} promo offer that I signed up with when I opened my account on XX/XX/XXXX to prove to you that direct deposit condition was for any amount. The URL for the promotion was : XXXX As you can see on the first screenshot labeled XXXX  XXXX, the promotion clearly states that direct deposit requirement was for ANY AMOUNT ( I repeat, ANY AMOUNT, not {$500.00}, not {$300.00}, not {$100.00}, but ANY AMOUNT ). Please read what it says on your own promotion : Step 1 : Open a new Fare Account Step 2 : Enroll and receive Direct Deposit in ANY AMOUNT for your payroll or government benefits checks within 60 days of account opening.

Step 3 : After the first Direct Deposit enters your account, receive {$100.00} credit to your XXXX Account within 30 days. 

Since the promotion clearly stated ANY AMOUNT, my first direct deposit for {$1.00} from XXXX XXXX posted to my account on XX/XX/XXXX. Thereafter, all direct deposits of {$1.00} posted every two weeks. 

I have fulfilled all the requirements of this promo. But you havent fulfilled yours. I am still waiting for the promised {$100.00} to this date. 

I am getting extremely frustrated that I have to repeat myself so many times to your customer service reps that direct deposit in your promotion terms was for any amount, not {$500.00}. Your customer services reps asked me to email you the proof with screenshots, which I am doing here. 

If this case is not resolved, I will be escalating it to Consumer Financial Protection Bureau for your failure to comply with your own promotional terms and conditions set in your offer. 

Please advise when will the {$100.00} be posted to my account. 

Thanks, XXXX XXXX

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