Consumer complaint received 2016-08-23
Company: Netspend Corporation
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
Hi I have a Net Spend Debit Card. NET SPEND OUTSOURCED THEIR CUSTOMER RELATION DEPARTMENT TO ANOTHER COUNTRY, AS A RESULT, NETSPEND IS FRAUDENTLY TRYING TO RETAIN SOCIAL SECURITY CARDS FROM CUSTOMERS FOR ILLEGAL PRACTICES. 

THE FACTS - I HAD A DIRECT DEPOSIT COME INTO MY CHECKING ACCOUNT WITH NET SPEND. NET SPEND STATES THAT MY NAME IS DIFFERENT ON MY ACCOUNT SO THEY ARE RETURNING THE FUNDS. NETSPEND STATES THAT I HAVE TO SEND A GOVERNMENT IDENTIFICATION FROM THE LIST BELOW TO PROVE THAT MY NAME IS PROPER AND THAT IT IS ME. SO I SENT THEM MY DRIVERS LICENSE TWICE AS REQUIRED BELOW. THEN THEY ASK ME TO SEND MY SOCIAL SECURITY CARD. I TOLD THEM THAT I MISPLACED MY SOCIAL SECURITY CARD AND YOUR LIST BELOW SAYS I CAN SEND MY PASSPORT AS AN ALTERNATIVE. NETSPEND REFUSE TO TAKE MY PASSPORT AND REFUSED TO TAKE MY MILITARY ID. 
AS YOU CAN SEE FROM THEIR LETTER BELOW, THEY WILL NOT ACCEPT ANYTHING BUT MY SOCIAL SECURITY CARD BECAUSE THEY WANT TO DO SOMETHING FRAUDENTLY WITH IT. PLUS, THIS IS ANOTHER COUNTRY THAT I AM TALKING TO BECAUSE NET SPEND OUTSOURCED THEIR CUSTOMER RELATIONS DEPARTMENT TO ANOTHER COUNTRY. SO THE OTHER COUNTRY DOES NOT KNOW XXXX EITHER. 

FROM NETSPEND BELOW : NetSpend Email Security Information : Email : XXXXXXXXXXXX Update Card Ending : XXXX Pending Direct Deposit Notification Dear XXXX, We received a direct deposit for your NetSpend account. This deposit is pending and your account is blocked. For your security, we need additional information to make the money available to you and remove the block. 
We want to make sure you receive your money. Please contact us by calling the number on the back of your card as soon as possible. Our hours of operation are XXXX to XXXX Monday through Friday and XXXX to XXXX Saturday and Sunday, Central Time. If we are not able to resolve this before XXXX CST on XXXX/XXXX/2016, your deposit will be returned to the sender. 
We post deposits when we receive them as long as your account is activated and in good standing and the name on the deposit matches the name of a cardholder on your account. If your card has not been activated, please activate it now. If you are receiving a deposit in another name, you will need to add that person as a cardholder on your account. 
Thank you, Your NetSpend Customer Service Team Dear cardholder, We appreciate your assistance in submitting the document ( s ) we requested. In our review of the document ( s ), we are not able to verify your information. 
ID : Driver 's License - REJECTED - due to camera flash. 
SSN : Social Security Card - STILL NEEDED - Proof of Address : - STILL NEEDED - These are options on the types of documents you can submit : One of the following types of ID is accepted as proof of Social Security Number : - Social Security Card - Military ID ( front and back copy ) that contains the social security number One of the following types of valid Government ID is accepted as proof of identification : -State-issued ID card -Government / Military ID -Passport -Permanent US-Resident card for foreign-born, non-citizens ( green card ) -USA Employment Authorization card One of the following types of documents as accepted as proof of address : Note : Document must date within last 30 days, and must be in cardholder name. Address must match the address that is listed on your account with us. 
- Utility bill ( water, electric, gas, phone, cable, Internet, security system ) - US issued ID with matching address - Paycheck Stub/Earnings Statement - Cell phone bill ( prepaid services are not accepted ) - Bank statement - Credit Card bill - Insurance bill ( not Insurance ID card ) - Medical bill - Letter from Social Security/Treasury/Veterans Affairs Office - Auto Registration Renewal - 401K Statement - Letter from State Unemployment Agency or Department of Labor - Medicaid Letter - Social Security Card, if it is still attached to

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