Consumer complaint received 2017-07-30
Company: Netspend Corporation
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
Netspend account timeline XX/XX/XXXX Informed account frozen after calling customer service and then transferred to fraud dept. The fraud dept informs me someone in XXXX has my SS number and attempted to change the password for my online account. This is why my account was frozen. They offered to reactivate my account for an hour to allow me access to my funds but highly recommended against it due to the security risk. I took the advice. I am told a new card will be issued immediately I should receive it XX/XX/XXXX or XXXX at latest.
XX/XX/XXXX An attempt was made by federal express to deliver but I was not home at the time. This was a Friday so I was unable to receive the package until the following Monday XX/XX/XXXX.
XX/XX/XXXX I now had my new account card and called Netspend to activate it. I was told due to security reasons this card was canceled and a new one was being sent which I should receive in the next few days.XX/XX/XXXX I called Netspend wishing to talk to the fraud dept as I had questions concerning my security. They would not put me through to the fraud dept and explained I would get my second new card by the next day at the latest and that they were just looking out for me by canceling the first card. I was assured that this fraudster would not be able to access my account because of the secret question they ask me. I informed them that I never have been asked a secret question by Netspend including the call I was on. They informed me that they had asked my address at the beginning of the call. That was the secret question.
XX/XX/XXXX I still had not received my second new card. I called Netspend to inform them and was told that the card had been sent to a different address in XXXX. It had been activatedXX/XX/XXXX and they had withdrawn XXXX dollars. I demanded to be transferred to the fraud dept. I was told they would contact me within the next 4 to 6 hours. They never even attempted.
XX/XX/XXXX I contacted Netspend explained my dilemma and finally I was connected with the fraud dept.The fraud dept confirmed the card had been sent to XXXX and I would have to file a disputed transaction claim with the disputed transaction dept. They told me the four transactions I was to dispute but could not give me any timeline as to when I could access my funds. I was also informed that I could no longer have an account with Netspend due to security reasons. What the fraud dept would not give me is information as to what extent the fraudster had penetrated my account. Did they now know my address, where I work, my phone number, where I shop? I was told this was confidential and I would need a subpoena. I emailed the disputed transaction form that evening with all the information the fraud dept had informed me to include.XX/XX/XXXXthruXX/XX/XXXXThis is the 10 days allowed for investigation of disputed transactions. Weekends and holidays ( XX/XX/XXXX ) do not count. Though I had expressed the dire need for access to my funds and the XXXX dollars a day my landlord was charging me. Netspend informed me I would be contacted in 6 hours to address my concerns. Then again I was promised a manager would contact me in two days. Neither ever happened.
XX/XX/XXXXEven on the due date XX/XX/XXXXat XXXX I was told I would receive a response by the end of the day. Finally I received communication from Netspend. Account credited After many emails to try and find out if a check was being mailed because I did not have an account to be credited. I was informed that I would receive a check in the mail in 20 days. After explaining this was unacceptable Netspend claimed they could no longer communicate with me through email because of security risk. So now I can expect to receive my funds if they are sending them, that were supposed to be available XX/XX/XXXX. ON XX/XX/XXXX. 46 days without access to my funds because of neglect on the part of Netspend. Not only that but they have made matters much worse and harder by not communicating, cutting me off of email communication.
XX/XX/XXXX After receiving email from Netspend claiming they could no longer communicate with me through email due to security reasons I called the DIRECT number to the fraud dept. given to me by them. The last conversation via phone with customer service because the direct line that the fraud dept gave me to them was actually customer service. Customer service informed me a check had been processed and stated they would email me XXXX and XXXX statements of my account transactions within the week. I was given a number to call for any other questions I had which I thought was a different dept. Turns out it is the number for The Federal Trade Commission. So I can not email Netspend I can not call Netspend. I can only call the FTC. This is what Netspend has directed me to do.XX/XX/XXXX I received a check for my funds in the regular mail. This is 36 days from when my account was frozen and 26 days from when I filed disputed transaction papers with Netspend. It has cost me XXXX dollars in late fees and I have had to borrow money from coworkers just to live. This on top of the obvious frustration and time spent trying to remedy the situation with Netspend. I still have not received account statements for XXXX and XXXX as promised by Customer service on XX/XX/XXXX, nine days ago.
XX/XX/XXXX I received XXXX and XXXX statements shown to have been mailed by regular post office on XX/XX/XXXX. I was told on XX/XX/XXXX that I would be emailed these within two days. There is no information about other security questions.

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