Consumer complaint received 2022-02-23
Company: Netspend Corporation
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX 2022 went just like any other XXXX of the month for me as long as I have my rent money safe n secure for when I need to pay rent Wich usually is the XXXX of month I went to work like I do always on sat night from XXXX to XXXX woke up next day again like regular day thinking I have my rent money n nothing to worry about run couple errands when I go on my phone app to see what money I had left from after running couple errands to my sad luck I'm 1000 dollars short from what was supposed to b rent money first I think got ta b a mistake I CHEK wallet my debit card in there what the XXXX look at transaction maybe I forgot I did something n I see 3 back to back withdraws totaling XXXX dollars the night before at XXXX to XXXX at a XXXX  XXXX  XXXX ATM machine not so far from my house no lie keeping it honest made me ask my self twice when I remember that I was at work night before 2 cities away from for XXXX to XXXX that morning so how was I able to withdraw that money when I was at work 2 cities away then looked in my wallet seen my card n asked my self how could any one pull that money out if the actual ATM card was 2 cities away and I figured I had been a victim of ATM fraud that's when I called XXXX customer service from there it was all regular procedure they said they had till XXXX to complete investigation in my mind I though 10 days was good enough for a good bank investigation u know call other bank try get picture person made with draw or at least ask if the had any fraud going on lately at that certain bank u know nothing big but something meaningful at least we are talking about 1000 XXXX near most of my rent so I was okay waiting 10 days I knew I wasn't going to lose my money cause any investigation would see I was victim of fraud but just 2 days letter I get email saying case resolved n my availabilable balance is XXXX so me not sure was going on I call customer service again n they tell me that case still been invistigated n they got till XXXX so what's this email about on the ninth XXXX finally came waiting for some kind of action from XXXX either thru ATM account or email msg but nothing till I I got tired n called again an automated system tells me sorry about ur luck u just lost 1000 dollars in other words so I call again go thru there holding on phone times I finally get to speak customer care representative XXXX tells me nothing about claim I ask her how do I appeal decision she said I would have to receive paper work of there investigation so I had no choice but to wait after waiting I called back n they told me I had to request the paper work n I asked them so what u guys just made decision n everything goes on u guys don't send a copy automatically they said no so I had no choice but wait more when finally get there investigation paper work what I waited on for days is nothing more then so to say a scientific hypothesis I'm sorry but that's no investigation n to finalize it all there own word is finale I can't appeal I can't do anything but lose 1000 because of there hypothesis yes ATM with draw was my own city but that's why cause where else do use ur debit card where else where u be vunerable to ATM theft where ever u actually use it if my money was really secure whit them why ATM cards still need to b swipe why haven't they pet chips on cards yet this people don't care about customer money been secure I'm not no lawyer far from it but got to b something like neglegece from XXXX account towards there customers money security

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