Consumer complaint received 2022-04-26
Company: Netspend Corporation
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
This is the fourth complaint I have made after having Netspend answer and keep me waiting long enough for the complaint to be closed. 

I have had several instances of identity theft and after Netspend cards had been affected by this, they closed my accounts without my knowledge resulting in the account closure checks being mailed to wrong addresses and or stolen mail that had been rerouted or just stolen from the box. I ended up having to pay {$120.00} to have affidavits signed that I did not receive or cash the checks that Netspend sent. I was directed to send those affidavits and the photos of the checks that were emailed to me, to XXXX XXXX. They have been cashed by someone, however, they have not been cashed by me, so XXXX XXXX or Netspend have that information. I submitted the required info in XX/XX/XXXX and spent the past 9 months emailing and calling back and forth with Netspend and their check maker ( XXXX XXXX ) while they both told me I had to directly deal with the other company. Netspend said it was XXXX XXXX responsibility to deal with me because they have the Netspend account, however XXXX XXXX stated that I was/am a Netspend customer and that Netspend is their customer, so I should deal with Netspend and Netspend should have the responsibility to deal with me. I tend to agree. 
Only last week XX/XX/XXXX did Netspend send me an email that XXXX XXXX had closed the claim in XXXX, providing no information and still having not paid me and of my money. Its been now over a year and Netspend has still not provided ME with my own money. The proper thing to do would have been to issue the checks via certified mail. It is not my responsibility to do all of this work and waiting while the economy is in distress. My husband recently died leaving me a single mother, pregnant and no job having been a housewife. These checks ended up totaling {$12000.00} and my water and electricity has been turned off in my home. 
I have listed the previous complaints below having been unable to log in with my password and having been made to wait to the point where previous unresolved complaints have ran out of time while Netspend blames their check backer and avoids refunding my money costing me more and more work, money and severe stress. I am not XXXX XXXX customer and would never choose to do business with that company- however I was forced to and with no surprises, they have obvious proof of fraud and forgery and still have yet to reissue my checks to the proper address or person and had reached their nonsensical decision in XXXX but never told anyone. As I understand this is XXXX responsibility, this speaks to their quality and integrity as a financial institution and verified proof of why I would never do business with XXXX XXXX. 




Previous complaints : I filed this complaint ( below ) in XX/XX/XXXX and in it was still pending at the end of XX/XX/XXXX. I recently just checked in on it and saw that they finally answered it in XXXX. I am responding in a more timely manner, and my complaint has already been closed. I read the response and it didnt give me any useful information on how to get my money back. I was unaware of some of the funds sent to me. I did receive XXXX checks, {$17.00}, {$26.00} and l believe one for {$1200.00} and some change. In my previous complaint, I did not note that I simply did not receive the checks that were endorsed to someone else, or the checks that have not been cashed. Someone intercepted them in transit. While the representative stated that Netspend cant reissue checks, I would have to argue that they have a responsibility to make sure that my money gets to me when you are closing my account without my knowledge. Had I been given the option, I would have just transferred funds to my bank. It is a HORRIBLE thing to have my own money being thrown around without my knowledge or consent. Also, in regards to being send an affidavit, I never received it. I did receive XXXX new cards with my name which remain inactive. Previous complaint... I have had a couple of net spend accounts for approximately 6 months. I was notified in XX/XX/XXXX that they had been closed due to suspected fraudulent activity. I was told that I would receive closure checks for the money that was in each account. Any open disputes that were found in my favor would be sent in separate mailings. After a couple of weeks I contacted them and advised that I had not received any payouts and I was advised one one call that they were on the way and on another call one check for XXXX had been cashed. I was sent a photocopy of a check but never received the real one. I'm told aside from the cashed check there are XXXX others totaling XXXX and XXXX that were sent and are outstanding. Net spend says they can not reissue them. 

How should this be resolved? 

Please reissue my funds. To be sure that I did not receive the funds, simply view the endorsement and signatures. I did not receive the checks that were deposited into someone elses account. I did not receive funds that remain open. My attempts to wire money out of Netspend into XXXX were denied, being insistent that I pay fees to spend my money, yet when it comes to responsibility of funds that I was forced to keep in the accounts, they just let thousands of dollars loose in the mail where they DID get stolen. Please reissue any and all checks that have been endorsed to someone else. I have my own bank accounts. Please note that my address is on XXXX XXXX, and I have a phone number not associated with the accounts XXXX. I am NOW enrolled in Informed Delivery with the XXXX and I receive photos of my mail before it reaches me, however it would be a MUCH safer rout to send any amount of money over {$500.00} requiring a signature. It costs $ XXXX {$15.00} to send certified mail. I hold no responsibility for the $ 4K+ that I tried to safely wire out. Netspend needs to be more active in considering clients that use their account as a bank account and rely on this money for daily survival. I had a granddaughter was just born. I should be able to get to my daughter at any time. I am that responsible, but because ALL of my savings were in that account, I still havent been able to afford the flight, let alone the essentials. This nightmare has truly changed my life in a terrible way. I can NEVER get these days back and Netspend is questioning checks that are OBVIOUSLY forgeries, while also causing severe trauma to myself and my family. I cant think of a resolution that would make up for the permanent damage directly resulting from their dereliction. Return my money and find a way to compensate for this.

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