Consumer complaint received 2018-04-19
Company: Netspend Corporation
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
On XX/XX/XXXXI filed a second complaint against Netspend I had purchased a prepaid card and they refused to activate my card saying they could not verify my idenity. Although I had sent them my SS card, driver 's license, XXXX, bank statement, birth certificate, legal court order name change and told them they could contact the social security administration but they said they were not able to contact government agencies. Netspend 's response to my complaint to the CFPB was they suspected I am involved in fraud. So when I called the CFPB again I was advised to file again and send the emails netspend sent me and that I NEVER received the permanent card they said they sent me in anXX/XX/XXXX email, and I NEVER received the check they told CFPB they sent to me. I am contacting an attorney in regards to Netspend accusing me of fraud and failing to activate my card saying they could not verify my idenity although I had a card with them in XX/XX/XXXX with the SAME driver 's license name and # and the SAME SS # but they just could not verify my idenity and would not allow me to use the money I put on the card. Now I get an email a response to my second complaint against them and my response to them telling the CFPB that the reason they didn't activate my card was they suspected me of fraud. IN the email they just sent me now there saying something different now it's because I sent them a derogatory email on XX/XX/XXXXand THAT'S the reason why they refuse to activate and cancelled my card. Here is that email also please note the card I purchased ended in XXXX  the email they sent to me on XX/XX/XXXXthat said they sent me a permanent card hey said it ended in XXXX I and then today in their email they said they closed the account and card ending in XXXX what's with all these different card numbers and accounts NOTHING they say adds up. IF they refused to activate my card and cancel forever my card because according to them I made derogatory statements in an email to them on XX/XX/XXXX then WHY would they send me an email on XX/XX/XXXX saying my permanent card was being sent to me? So according to Netspend it's not because they could not verify my idenity and refused to activate my card that's why I contacted the CFPB the first time and it's NOT that they suspected me of fraud that's what they told the CFPB was the reason they refused to activate my card but no NOW as of XX/XX/XXXX it's because well I sent them a derogatory email way back on XX/XX/XXXX I '' M NOT BUYING IT!!!!!!! And is that even " legal '' refusing ti activate my PREPAID card and close out my accounts which was never opened or activated in the first place the one from XX/XX/XXXXhas been closed all this time so what are they even talking about? If there is fraud going on here it is not me it is Netspend. Here is their email copied and pasted.

NETSPEND ACCOUNT - Corporate Escalation Response << # XXXX # >> Inbox x Corporate Customer Response Team XXXX XXXX ( 1 hour ago ) to me Account Reference Number : XXXX Hello XXXX, My name is XXXX and I am part of Netspend 's Corporate Response Team.

We have received your complaint filed with the CFPB on XX/XX/XXXX.

Due to concerns related to derogatory emails from you, which we received onXX/XX/XXXX, as part of our standard process, we have made the decision to permanently close the Card Account ending in XXXX   and any other Card Accounts in your name. We are no longer able to offer Netspend services to you. This also means that you will be prevented from opening any other Card Accounts through programs that are managed by Netspend.

Under the Cardholder Agreement, we are exercising our right to close your Card Account and return any remaining balance. On XX/XX/XXXX, we mailed a refund check to you for {$10.00} to the address provided in your complaint. You should receive the refund check within 7-10 business days.

If you any trouble receive your funds or have additional concerns, please do not hesitate to contact me at the phone number below.

Thank you, XXXX XXXX Customer Experience Analyst | Netspend, a XXXX  Company | www.netspend.com o ) XXXX | e ) XXXX Here he states the card ending in XXXX I don't have a card ending in XXXX the card I purchased end in XXXX. And the email they sent on XX/XX/XXXX the permanant card they said they sent me doesn't end in that number either it ends in XXXX  here is that email copied and pasted Card Activation Reminder Inbox x Netspend Card Unsubscribe XX/XX/XXXX ( 8 days ago ) to me This message contains graphics. If you do not see the graphics, click here to view.

Email Security Information Email : XXXX update Card Ending : XXXX  Activate your card. Go Keep an eye on your mailbox!

netspend XXXX   ACTIVATE YOUR CARD > Andronicus, Your personalized Netspend Visa Prepaid Card has been mailed and will arrive in an envelope from Netspend.

As soon as you receive your Card, activate it online or make one quick call to XXXX. ( This information is provided with the Card when it arrives, too. ) If, for some reason, your Card doesnt arrive within 2 weeks, give us a call at XXXX   to check the status.

You can use this link to activate your card when it arrives.

ACTIVATE YOUR CARD > This message is an advertisement. If you would like to opt-out of future messages, please unsubscribe using this link.

Netspend.com | Privacy Policy | Unsubscribe | Update Email To ensure inbox delivery of Netspend emails, add XXXX  to your contacts.

The Netspend XXXX Prepaid Card is issued by XXXX XXXX XXXX pursuant to a license from XXXX XXXX XXXX. XXXX XXXX XXXX ; Member FDIC . Netspend, a XXXX Company, is a registered agent of XXXX XXXX XXXX. This card may be used everywhere XXXX debit cards are accepted. Certain products and services may be licensed under U.S. Patent Nos. XXXX  and XXXX. Use of the Card Account is subject to activation, ID verification, and funds availability. Transaction fees, terms, and conditions apply to the use and reloading of the Card Account. See the Cardholder Agreement for details.

& copy XX/XX/XXXX XXXX XXXX XXXX XXXX. All rights reserved worldwide. XXXX  and Netspend are federally registered U.S. service marks of XXXX XXXX XXXX XXXX XXXX. All other trademarks and service marks belong to their owners.

Netspend XXXX XXXX XXXX, XXXX, TX 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