Consumer complaint received 2017-02-12
Company: Netspend Corporation
State: IL
Product: Prepaid card
Sub-product: General purpose card
Issue: Fraud or scam

Complaint:
I received a western union net spend MasterCard in the mail. I waited to activate it because I knew there was a monthly fee. I activated it this morning to gain access to {$30.00} my friend sent me via XXXX. I thought it was easier than having to wait until XXXX opens to get it. I 've got guardianship of 3 children and needed the money quickly. According them, their terms and fees are listed in the paper work sent with the card. I looked over that paper work and only found where a few would be charged monthly. I went to use my card and out of the {$30.00} I got, I was only able spend {$20.00}, meaning they took {$9.00} from me in fees and I only used the card THREE times. They claim credit transactions are {$1.00} and debits are {$2.00}. While on the phone with them this afternoon I was told several different things about these " fees ''. But not only that, I was breaking down the spending and how many times I used the card. IF there was a fee of {$2.00} per debit transaction, then {$4.00} in fees would be subtracted and I used it ONCE with credit ( total of 3 times using the card ) and that should only be {$1.00} fee totaling the fees to {$5.00}. XXXX, which is my main prepaid debit card that I pay no monthly fee or charge fees for took 2 amounts to validate the western union card. That was because I noticed they were taking too much out of my account when using the western union card. For some reason, I could get it validated so I could transfer the money over. The guy said a fee was charged for that and then ended up saying there was no fee for that because it was pending .... but if they charge {$2.00} debit fees, that would total the fees to {$9.00}. Here 's where they contradict themselves ... I had {$30.00} on the card. I used the debit to get {$10.00} in gas. After getting gas, my amount was down to {$18.00} and some change, meaning it was less than a {$2.00} fee they are claiming is taken out for debit transactions. I went to XXXX. My account had {$18.00} and some change. I spent {$3.00} after leaving XXXX my account was down to {$8.00} and some change, that 's about a {$9.00} or {$10.00} fee for using debit and they claim to only take {$2.00}. I went to the gas station and spent {$7.00}. After that my account was down to {$.00} or around that number. I used credit for that transaction and they claim to take {$1.00} for credit transactions yet less than {$1.00} was taken. 3 different people from this company told me 3 different things, lied about how much fees were, and again I never read anywhere about fees when using the card. In my experience with prepaid debit cards, I 've only ever had to pay a monthly fee, or a fee to withdrawal money, but never for using it at gas stations and XXXX. I called them and went up the chain of command and asked them for the {$9.00} back that they not only took from but also from the XXXX yr old, XXXX yr old, and XXXX month old I 'm having to care for. They absolutely refused to give it back. One person said they were the highest person to talk to and I told them no there are executives and I 'd like to speak to one. Getting to talk to someone higher up was like pulling teeth. They still refused to give the money back so I demanded they closed my account and cancel my card. To me, this is a scam because they 're charging a monthly fee, charging fees for spending YOUR money without telling anyone, and then when you figure it out, they argue with you and have excuse as to why money ca n't be refunded. All I want is my {$9.00} back and I want it on my other debit card because I do n't feel I should be made to wait 6 to 8 weeks for a check. Can you please do something about it?

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation