Consumer complaint received 2017-02-18
Company: Netspend Corporation
State: OH
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
I need to make very serious complaints against Ace Elite/Netspend XXXX. I have called their corporate office which has ignored my plea for help. 
They have violated my consumer rights & cheated me by enabling & allowing a company to cheat me by keeping My money for services I did Not receive. Let me explain ; On XX/XX/XXXX, I submitted a complaint to Netspend to make them aware the company was stealing money for services I did not receive but that I Paid In Full. I also faxed Netspend evidence. I have included my attachment evidence that I sent to Netspend in this complaint. The 1st email sent to XXXX stated I paid for a month of membership where I was told I would have all access to the XXXX including the pool & swimming lessons. I addressed in this email that 2 swim lessons had already been cancelled. The next email was XXXX admitting that these 2 lessons were cancelled and that I had paid in full for my membership. XXXX email went on to say that she would speak with her superior to see what she could do about the lesson that I paid for which I was being cheated because the XXXX cancelled it. As you can see from the emails, XXXX ignored me for almost 3 weeks, during this time, I was not being allowed to safely use the pool which again, was part of my Paid membership, because the lifeguards refused to do their job during pool hours. Most times there were No lifeguards when I was trying to practice. This is a service I Paid for that I was being denied a right to use. This means, I was also not allowed to use my paid membership. This is a direct violation of my consumer rights. As you can see from the next email evidence XXXX said she would not reimburse me for the cheated swim lesson and ... did not give me the courtesy of mentioning that I was also being denied on being able to use the membership that I had paid in full. I then contacted Netspend to be made whole. I also submitted to Netspend proof of all of my Paid In Full payments. On XX/XX/XXXX, Netspend denied my claim. I called in when I received this denial which was not until XX/XX/XXXX & requested a supervisor, I was transferred to a supervisor who told me her name was XXXX, XXXX hung up on me. Unacceptable. I then was transferred to a supervisor who told me her name is XXXX & that she was located in XXXX TX. I asked her why was my claim denied because I submitted evidence that I was cheated & that I was Not asking for a FULL refund, I was only asking for the amount I was CHEATED. I told XXXX I request an escalation to get a partial refund for only the services I was Cheated. XXXX admitted that she could Not find some evidence that I had already submitted. Outrageous. XXXX said she will start the appeal process for me.On XX/XX/XXXX, I had not heard anything on the appeal, so I called Netspend back & talked to a supervisor who told me her name was XXXX ( female ) and that she was in XXXX TX. XXXX advised me that NO appeal was ever submitted by XXXX. Further Outrageous. XXXX said she would forward my matter to corporate for appeal & resolution.Netspend corporate had been ignoring me since. Egregious. XXXX called me 1 time & because I am a working professional, I would not answer the 1 time they called. I have called & emailed corporate multiple times since & have been ignored. I have called to make very serious complaints to corporate. I 've provided attachment evidence on the emails I sent to corporate & I was ignored with my plea for help for very serious complaints. On XX/XX/XXXX, I called Netspend again & talked to someone who said? .. her name was XXXX located in XXXX TX. I asked for a supervisor, I was denied that right put on & off hold for 30 minutes & then blind transferred to another CSR, Not a supervisor. I am currently still being Cheated. Advise.

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