Consumer complaint received 2017-07-10
Company: Netspend Corporation
State: FL
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Unexpected or other fees

Complaint:
On the morning of XX/XX/XXXX, noticed an {$87.00} charge. My payroll check was deposited at XXXX. At XXXX XXXX, the funds were withdrawn from my account. Below is the message received to my email. ( {$360.00} available after {$87.00} purchase at XXXX XXXX XXXX on XX/XX/XXXX XXXX CT with your NetSpend card ending in XXXX. ) I have never purchased anything from them, and it is not a recurring charge. Nonetheless, I had disputed this on the XX/XX/XXXX and was told I had a XXXX business days wait. On the day in question, I spoke with XXXX, who I asked not to block the card until I went and withdrew my paycheck from my Netspend card. When I got to the bank the card had been closed. <P/>I received my card XXXX days, only to find out that XXXX ( who took initial complaint ) never followed up and began the dispute of fraud that took place on XXXX XXXX 2017. Understand my frustration, waiting additional days for my card. I had to borrow money from family to pay bills and get gas for my car. I called and explained myself several times, and after not getting anywhere, I requested to speak with a supervisor. The customer service rep assured me I would on hold 1-5 minutes. Forty-two minutes later, CJ a supervisor gets on the phone and apologizes for the delay. <P/>In the interim, I called from my daughters phone, after waiting 35 minutes on my phone to see how soon I would get a supervisor. I waited less than 15 minutes. I spoke with XXXX, who I explained my frustration with XXXX and the other customer service rep by the name of XXXX or XXXX, but I can recall he had me on hold for forty-two minutes! Finally, got XXXX who was cooperative, and listened to my frustration of having to wait that amount of time, but when I was informed I had an additional XXXX MORE DAYS to wait for my monies, I was more upset and asked if it can be expedited since XXXX did not follow through from the first day it was reported! Was informed a {$25.00} shipping would need to be paid. I opted out. On XXXX XXXX, 2017 I received an email on Netspend site to my account, stating " based on the information we had and the facts of our investigation, we do not find that an error has occurred, no funds will be credited to your acccount as a result of this claim, and this matter is considered closed. '' Also offers any documents that were utilized to determine decision. I requested and am still waiting. <P/>I work part time, due to my XXXX XXXX, unable to work full time. As I said, I have never received anything from this company and was not provided any proof of any order to my home. After waiting several days, I was told that after they conducted their investigation, and was not receiving any refund. I never saw any paperwork or ordered anything. I usually purchase at a vitamin store or XXXX. <P/>Thank you for your attention to this matter. <P/>Sincerely, 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