Consumer complaint received 2023-03-30
Company: Netspend Corporation
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I had my tax return deposited to this account on XX/XX/2023. My name had changed since opening the card and filing my taxes so I was in the middle of changing my name to no avail with this company. Everytime I sent in new documents of a naje change they told me they needed something else when I finally got a hard copy of my new id I sent this in and suddenly they restricted my account with the balance of over {$4000.00} be suse the said my name on the card was different then the name on my new id,. Well no kidding I had been trying to change this for the last three weeks prior so I sent in what they wanted then they restrict my account so while I'm trying to get a hold of cooperate headquarters about this nightmare my car was towed along with all of my financial statements documents files passwords my phone computers tablet and XXXX were all in my vehicle everything important I owned so in the mean time transactions were charged that I didn't authorize transfers were made with my bank account number right to my XXXX XXXX account and straight to someone else 's bank or XXXX XXXX  account there were person to person transfers I didn't authorize and and online purchases as well as soon as I let this company know of this they unrestricted my card account and told me no errors were made only after 10 business days had gone by and when they were liable to issue me a provisional credit but said they finished their investigation mean while I'm was issued another card but it didn't matter because someone already had my log in details or some way of transferring money from my PayPal account and my XXXX XXXX accounts and neither if those companies are helping me either. I have written to supervisors asked for managers and the risk department and no one is helping me in this matter I wrote several letters and email and they say they would notify me in writing with in three days that never happened jirctid they ever send any documents backing up what they used in the investigation to determine this outcome everh single coorespkndajce with them inhac to initiate and then they will write someyhinv in the message center or what not but nothing formal showing me what they used to determine this out come because what docunents could they really have. None. They have nothing even if they did they went around their policy when they said they would credit my account in 10 business days that never happened if I wouldn't have contacted them about my credits they wouldn't have told me anything they had until XX/XX/XXXX to give me that credit which is the day they said they completed the investigation and determined no error was made but didn't write me until XXXXvdays later in a message sent in the in house message center no formal email or letter was sent via us postal service no documents have been sent to me as promised either showing me anything because they've been lying and can't prove that I didn't make those transactions they just want to say no error was made so they don't have to credit my account because they told me my account was restricted at this time but who was it restricted from just me because these transactions were made while it was to be restricted. They still won't let me escalate the dispute after letter upon letter

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