Consumer complaint received 2020-07-27
Company: Netspend Corporation
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I purchased a NetSpend card on XX/XX/2020 and loaded XXXX cash onto it at A XXXX store in XXXX, Texas. I am travelling and needed to book hotel rooms online. Upon registering the card, I first got a message that said, your funds will be available but we will not accept direct deposits until you furnish verify your identity. I did not want direct deposit and I called the number on the back of the card, I went through a series of questions about my relatives, my former addresses and associates. My account was unlocked and I charged a hotel for one night on XX/XX/XXXX and the next morning, my account was locked and the funds in it were inaccessible. The Risk Manager department at Netspend told me it's because they could not confirm my identity. I already had on the phone as is their verification method that I am familiar with, this wasn't my first card with them, so they had a lot of information stored and I confirmed that with them through questioning. Since I'm traveling, I do not have my Social Security card with me and they told me that I will be REQUIRED to submit 3 forms of ID -1 state ID, one Social Security card and proof of address. 
The Social Security Administration office is closed due to pandemic to all in person appointments and I was made aware that the only way I can obtain a new copy of my SSN card at this time is by putting my State ID in the mail to the SS Administration. I can not do that. I can not be without ID and that's unreasonable and unsafe! 
I am now living behind a shopping center, I lost my job, because I could not appear due to my funds being frozen. All because NetSpend is denying that My Money is My Money ... Not theirs, mine! 
I am going on a crusade against NetSpend. A warning label should be put on their sealed package that states, " Warning, do not load this card if you need your money. '' If they want to now require people 's Social Security Card, they should be a proper bank and lending institution, then, they should be required to ask for that at point of sale ... Before loading money on to card!!!! 
I see they have done this to hundreds of thousands of people and were ordered by the courts to refund XXXX XXXX dollars to cunsumers that they have done this exact thing to a few years ago but they are still doing the exact same thing. You would think they would have changed, perhaps that XXXX XXXX was a drop in the bucket compared to what benefits they get through inflating their valuation. 
I can not even get home to get a returned check because, as I said, I am now jobless and penniless thanks to Netspend, I have lost my home and am in danger of XXXX. I have a good lawsuit and a video log off the harm and damage they have caused me. 
Under the statutes which govern who has the right to require a Social Security Card for ID, only employers and lending institutions fall under that category and they are neither. They are not even a bank Please please help me!

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