Consumer complaint received 2023-10-16
Company: Netspend Corporation
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I have been a Netspend XXXX XXXX XXXX for several years now. I've also been having my pay directly deposited into my flare account ending in XXXX. These funds are usually deposited every other Thursday by XXXX XXXX. XXXX. My last direct deposit was expected on last Thursday, XX/XX/XXXX. I received an email from Flare on XX/XX/XXXX, which I did not see until XX/XX/XXXX, alleging that there was an issue with my account and that I should contact customer care on XXXX. Additionally, I could not access my online account. 

I contacted customer care at the number above on Thursday, Friday, and today ( Monday ). Each and every call has been a complete nightmare, as I've been given the run round and told different things by different reps. The only thing they were all in unison about is that my account was closed by the " risk management '' department, and I will no longer be able to use this account or open any other accounts. When asked for further explanation as to why the account was closed two-three days before a scheduled direct deposit would be sent, no one could tell me why. However, they were able to confirm that the direct deposit was sent to the now closed account. When asked if the deposit had been rejected and returned to my employer, I was met with reps who continuously placed me on hold and read different outcomes from a script. The latest being that any monies in my account would be mailed to me in 30 days. I reminded them that I was to be paid days ago, and that this response was absolutely unacceptable. If they have the funds, why are they holding onto it when I don't owe them XXXX XXXX cent. I have bills, groceries and other things to buy as a normal citizen would and can not wait 30 days to receive pay that my employer has already released. Another rep told me that they would then reject the deposit in 7 days and it would take XXXX days for my employer to receive it. Again, I informed them that this was unacceptable, and all they could tell me was that they were sorry. This is a total lack of regard for my livelihood, and I have never experienced an actual bank tell consumers with closed accounts that it will take 30 days to send them monies or direct deposits in the form of a check. If the account was closed, they are supposed to reject the deposit and return it to my employer immediately. That is the law. The customer service reps have also refused to transfer me to a supervisor or provide me with XXXX contact information at Netspend, XXXX ( XXXX XXXX ). It appears these reps are trained to type consumer issues in a database, read solutions it provides back to the consumer and that's it. Nothing is tailored to your individual concern or need, or escalated, or researched. Moreover, not even attempting to resolve an issue such as this when it is pertaining to someone's pay at the expense of a company who took it upon themself to close my account. The very lackadaisical attitude of the reps is insulting. Additionally, these reps are outsourced to another country, I can barely understand them, and they don't appear to know much about the company itself. If Netspend has made the decision to close my account for whatever reason and have failed to provide an explanation as to why ( even after advising me to contact them ) that is fine. What is NOT okay is this company holding onto my pay when I am no longer doing business with them. I should not have to wait for my deposit to be sent back to my employer, for me to get paid when I should have been paid days ago. My employer can not resend or release another deposit until the initial deposit has been returned. I expect IMMEDIATE remedy. This is absolutely preposterous, especially when it appears this company has a class action lawsuit for similar issues. Please return my pay/direct deposit to my employer so that they can then send that money to my credit union account - an establishment that I should've had my money going to in the first place, a legit financial institution that would NEVER have consumers wait for their hard-earned money.

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