Consumer complaint received 2016-01-31
Company: Netspend Corporation
State: TX
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
My husband and I have Netspend Cards for our direct deposit from our jobs. From time to time, my husband will go to XXXX XXXX our banking institution and do a cash advance from our Netspend Cards to deposit funds into either our checking or savings account at XXXX XXXX. On XXXX/XXXX/16 my husband attempted to do a Cash Advance from our Netspend card to our XXXX XXXX Checking account, for whatever reason the transaction was NOT showing in XXXX XXXX, the Bank Teller even called the Branch Manager to make sure the funds were NOT there, and told XXXX he would need to contact Netspend to see what happened with the transaction. My husband spent hours on the phone with Netspend and finally the Supervisor told him " Not to worry, that the transaction has been cancelled ''. So today, XXXX/XXXX/16 I attempted to make a purchase with my Netspend card and the card was declined. I did n't think much of it, I thought more than likely they were having issues with their terminal. The card was declined again when I went to go buy lunch. My husband said I bet that {$800.00} transaction went through. I went to look at the XXXX XXXX XXXX to see if the {$800.00} was in there, it was not. So I signed on to the Netspend website and it shows the {$800.00} went through at XXXX on XXXX/XXXX/16, even though the supervisor assured my husband over and over that he cancelled the transaction. So I called Netspend to clear up the mess, and specifically asked for a supervisor. The 1st time I called the agent tried to assist me and told me the money is in XXXX XXXX. I told him it is not, my husband just got off the phone with them and there is no pending transactions and it is not in our account. I asked for a supervisor and after waiting on hold for 20 mins the phone just rang and rang. I hung up and called back and immediately asked for a supervisor. XXXX claimed to be a Floor Supervisor and I told him the situation and again I was told XXXX XXXX has the money. I again told him XXXX XXXX does NOT have my money. My husband just got off the phone with them and there are no pending transactions and the money is not showing in my account. I told him I looked on my mobile app, as well as my husband just got off the phone with a supervisor. I asked to speak with someone higher and XXXX told me if I do n't like what he has to say then hang up. After going back and forth with him about the money being in XXXX XXXX and I offered to email him my XXXX XXXX Transactions so he can see for himself XXXX said I am lying that the money is in my account. I hung up and called back and spoke with a Supervisor named XXXX who again gave me the same run around as XXXX. I do n't know what game this company is playing, but they do n't want to take responsibility for their mistakes and there seems to be no accountability. They have no regard for their Customers and go as far as calling them liars. I do n't know about them, but {$800.00} is a lot of money, that was my grocery money, gas money, and bill paying money that I no longer have.

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