Consumer complaint received 2021-02-27
Company: Netspend Corporation
State: NM
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
I am the power of attorney ( POA ) for a XXXX veteran who is declared incompetent as a result of a series of strokes on XX/XX/XXXX and is now in a XXXX home where he will remain for the rest of his life. Social Security ( SS ) and a VA pension are his only sources of income. He was receiving them monthly loaded onto debit cards from Netspend. After the XXXX and while he was in the hospital, my sister, who was his significant other, died on XX/XX/XXXX. That very day, so-called friends stole his wallet which I assume included his debit card ( or cards ) as well as my sister 's SS debit card. Three days later, someone looted my sister 's account of {$1000.00} and to this day, the local police have refused to investigate. I was able to close my sister 's SS account shortly after that and was successful in getting Netspend to provide me an account statement which showed the exact times and locations of the ATMs where the theft took place as well as a XXXX balance. Unfortunately, I have not been able to get a similar response regarding the account of the person for whom I have the POA. The following is text from an e-mail I sent to Netspend which explains that I sent them everything they said they needed except for the gentleman 's debit card number. As I have said repeatedly to Netspend, HIS CARD WAS STOLEN, and so I do not know his card number. I believe that his account may very well have a balance remaining and I want to reclaim those funds on his behalf. I would also like to have an accounting for the period XX/XX/XXXX through XXXX XXXX, XXXX so I can determine if there were any unauthorized withdrawals or purchases. The Netspend Reference Number for this case is XXXX. Thank you. 

XXXX XXXX, XXXX Netspend Corporation XXXXXXXX XXXX XXXX XXXXXXXX XXXX, TX XXXX To Whom It May Concern : Per your e-mail request, I have included a copy of the Power of Attorney ( POA ) held by me on behalf of XXXX. Note that this is the official New Mexico State POA form. It does not include space for my address, Social Security Number or date of birth. Following, I am providing those three items for your information. 

Address : XXXX Social Security Number : XXXX Date of Birth : XXXX Also included are copies of my Real ID Drivers License and Social Security Card. 
My telephone number is xxxxxxxxxxxxxx The Reference Number is XXXX I am also providing copies of the e-mail correspondence between your company and me so that anyone processing the contents of this envelope has the background leading to my request for your assistance. Mr. XXXX Netspend account number is unknown because, as I indicated in my previous correspondence to you, his Netspend debit card was stolen. His Social Security and VA pension payments are now being deposited in a credit union account I set up, but prior to that, his Netspend debit card account may have been looted with his stolen card which is why I have asked for an account statement for the period XX/XX/XXXX through XX/XX/XXXX. On the other hand, if funds remain on the card, I want to reclaim them on his behalf. 

Due to the strokes Mr. XXXX suffered in XXXX of XXXX, he is incapacitated and is being cared for in the xxxxxxxx XXXX XXXX, xxxxxxxxx, xxxxxxxxxxxxx, telephone number xxxxxxxxxxxx. 

Please contact me at any time if you have questions or require further information. 

Sincerely yours, xxxxxxxxxxxxxxx

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