Consumer complaint received 2022-06-23
Company: Netspend Corporation
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I have been in the throne of a prepaid card nightmare. I have been dealing with this problem since XX/XX/XXXX ... the company has blocked my card numerous times and when I could not get it resolved turned to the XXXX XXXX XXXX  and Federal Trade Bank in Texas for resolution. The specialist in charge of this matter apparently does not understand the concern I have and insist that I made the change to the account. This is not true. I pointed out to the specialist that if his representative in the company could make a correction while I was on the phone someone could easily change my email address and delete my phone number from the account as well. This went no where and XXXX  has closed the case without resolution. I am at my wits end and am one step away from media contact regarding this companies interaction and transaction. I am turning to your organization in hopes that you will review Net spend business transactions and see if fraudulent activities are going on within the organization. I appreciate your assistance with this matter. 

Below is the correspondence from the company and myself : Good Afternoon : The information below is incorrect. I have had direct deposit with is account number since XXXX and gave the email address XXXX to the company. along with the mobile number XXXX as the alert number for all transactions on this account. 

I have NEVER changed any information on this account since I have been with Net spend. Someone reviewing my records hit the last digit on the account to and added the number 2. When discussing this matter with a representative ( from Net spend ) to have the account corrected and resolved I was told at that time that a typo was made on the account and that it would be fixed while I remain on the line. It was. I am perplexed that you stated I did this and that no one else in your establishment could fix or go into my records to do this typical error. Clearly from my statement I have demonstrated that this is a lie ( the record was corrected while I remain on the line ) and was done while I was on the phone. 

It is amazing that you called today and inferred that I made this error on a record that has been long standing since XXXX. I am beyond annoyed by this accusation and insulted. I could not go back and forth with you during your call today because I preparing for a meeting. 

I am very unhappy with the handling of this matter and resent your accusing me creating the problems I have been confronting these past weeks with Net spend. 

I am sending this to the XXXX XXXX XXXX. I am some annoyed. 

Regards, XXXX XXXX XXXX On Tuesday, XX/XX/XXXX, XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX wrote : Dear XXXX XXXX, I have received your additional comments filed with the XXXX XXXX XXXX. The complaint was sent to The Office of the President of Net spend. I am part of the Net spend Corporate Customer Experience Team and I will be working with you to resolve your concern. 


Thank you for speaking with me on XX/XX/XXXX. The matter of the email change was researched and we are giving you the results in writting. 

1. We have indication that the email was correct on XX/XX/XXXX at XXXXXXXX XXXX XXXX when we emailed you the direct deposit form to XXXX. 

2. On XX/XX/XXXX at XXXXXXXX XXXX XXXX, you went online and activated the card ending with XXXX. The activity alerts were subscribed to after viewing the terms. The email address was changed. 

3. Then on XX/XX/XXXX the email address was changed from XXXX to XXXX. 


If you have any further questions or concerns, please feel free to contact me at the number below. 



Sincerely, XXXX XXXX XXXX Customer Experience Specialist Net spend a XXXX XXXX Company Direct line ( XXXX ) XXXX XXXX XXXX

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