Consumer complaint received 2020-03-05
Company: Netspend Corporation
State: NH
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:
On XX/XX/XXXX my federal tax return hit my XXXX XXXX  NetSpend card. NetSpend had mailed me a personalized card, therefore since my taxes were deposited I decided to activate the personalized one as I have another card that is NetSpend my direct deposit goes to. I get a text a few hours later stating the card I just activated was reported stolen. I immediately called to see why they did this. All my statements can be verified on a recorded line. A {$1500.00} transfer was sent by a representative to the account made the very day I got my taxes XX/XX/XXXX and just laid off of my job with no severance pay. Because XXXX is the max daily transfer the thief 3,000+ miles in XXXX  XXXX Texas decided to cash out all the funds. I spoke with a representative to file a dispute for the funds, was told on XX/XX/XXXX by a representative and a manager named XXXX that they filed my dispute for the unauthorized transfer to an account they were made aware was fraudulent. I then complain to the XXXX  and get a call from XXXX XXXX in the corporate office whom on a recorded line promises to escalate my issue due to my XXXX complaint he stated word for word " you will have your funds within 24-48 hours, and there was never a dispute filed I'm the first person filing a dispute. '' So the corporate global employee XXXX she told me on XX/XX/XXXX as we spoke she was escalating my dispute. I ask XXXX XXXX I'll definitely have my money in 24-48 hours he replied yes, well I ask you'll XXXX XXXX  it like XXXX did with the remaining funds? Yes he replied. All recorded. Then I reach out next day he stated 10 business days for a check and the risky management made this decision. I wasn't happy I was lied to so called customer service to see if anyone in risk management or global team could help and send me my funds this is today 29 mins after XXXX basically lied about everything, he then is calling me on the other line as I'm on the phone with customer service, he says they approved your XXXX  XXXX  he gave me the info. I'm XXXX  with my XXXX XXXX and took my XXXX year old baby out in 20 degree weather, I'm pulling into XXXX XXXX calls again yea the XXXX was cancelled we think the fraudster called in to get information, I said no that was me! I sent him screenshots and everything for proof, instead of calling to ask me any questions he jumps the gun and has my XXXX  cancelled it is now 17 degrees in NH XXXX I am still in the XXXX parking lot with my child because I have no way home and NetSpend are the fraudsters themselves they even blocked my number from calling them but XXXX had it  unlocked. So on XX/XX/XXXX XXXX XXXX and NetSpend has my XXXX year old and myself being XXXX sleeping in my car that read 1mile until empty. The heat will be gone soon and I can only pray to God that the NetSpend fraud nightmare is over. I want to press charges against this organization and especially the names people however I'll give them a chance to make things right in the morning. My baby is wearing my jacket as a blanket I want to cry I had the XXXX XXXX number and everything. He took it away from my child and I. This was a dispute that never was filed two weeks ago I waited my ten business days and my rent is due XXXX I'll be facing eviction as well. Please pray for my XXXX  year old baby that somehow I can keep her warm in this XXXX parking lot in my car tonight.

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