Consumer complaint received 2023-11-05
Company: Netspend Corporation
State: WA
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
I called to activate my Netspend prepaid card. The rep that can barely understand because of their accent being so thick tells me that I have reached my limit on how many cards I have and to activate my new card I have to deactivate another card. She didnt tell me how many cards I had available and after every question she asked me she sent me a code to repeat back to her and I had to give my social security number in addition this is a total of four times. So with all of the thefts and fraud going on I told the rep I didnt feel comfortable giving out my social again after giving her the verification information she requested four times including the entire card number including the security code 4 separate times so I ask her will she be able to transfer the funds from my deposit account of the card she is canceling she said she could after she deactivated it. So again for the 5th time after nothing but the alleged card deactivation the rep asks me to verify a code through text tell her my social security number and provide the card number again with the three digits on the back for the fifth time after expressing my concerns about already giving each of those verification methods each four times prior. I asked to speak to a manager and the rep began speaking over me saying that in order to transfer I had to give the information again. I told her I was done doing anything further until I spoke with a manager. She puts me on hold for 15 mins and then Im transferred back to the automated system that asks me the same information that I already verified with her starting me all over again so I hang up to call back. I speak to someone immediately asking to speak with a supervisor. The rep starts telling me that I need to verify all of this information again and at this point I call to get my card activated with only having one deactivated with no activation so Im down a card and I am frustrated because again these reps are so nosey they just have to know why and go through the entire verification process after re explaining my situation. All for the rep to put me on hold for 5 minutes to to tell me there isnt a manager there right now. The final result one canceled card that I get a notification for saying that I lost a card not I have reached my limit so I am at a complete loss of the money on my card because the other was canceled under false pretenses and I still have a card that needs to be activated. So who does my legal team reach out to about reporting fraud, theft of my funds and deceptive practices? This feels like a total scam. I need immediate remedy being that now I have no way to feed the XXXX children I have here with {$0.00}. The Washington state laws on gift cards, I know they apply so I need answers especially since no one tried calling me back to complete the transaction or anything. Customer service has died and this is unacceptable!

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