Consumer complaint received 2020-05-12
Company: Netspend Corporation
State: MA
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:
Netspend Fraud - XX/XX/2020 ( XXXX XXXX ) I believe I am a victim of fraud by Netspend or by people creating fraudulent Netspend credit card accounts under my name. I need help resolving this issue as all my attempts to do so through the company have been unsuccessful. Please provide guidance to me. 

On XX/XX/2020, I got four emails in a row starting around XXXX ET, over the course of 5 minutes, from noreply@netspend.com. The emails were NOT encrypted ( seems very unusual for such emails ) and each contained a security code, like someone was trying to reset a password or enter an account fraudulently. I had previously never heard of Netspend. 

On XX/XX/2020, I went online ( https : //www.netspend.com/help/contact/ ) and called Netspend to look into the situation and try to put an end to any fraudulent activity, which I was very concerned about. Before being able to talk with a customer service representative, the automated phone options ( XXXX ) force you to enter either a Netspend account number or your full social security number. I dont have any account with Netspend and I was calling to close any possible fraudulent account, and there was no way I was going to give over my full social security number given my concerns. 

Unable to reach a customer service representative on the phone, I emailed one of Netspends supposed fraud complaint emails ( spoof@netspend.com ) writing them : I never applied for this card, do not want a card, and believe this represents fraud. It needs to be investigated and the account closed immediately.

I tried calling your phone number, but there is no way to reach someone if you don't have an account ( or maybe even if you do ). Unbelievable.

There was no response from Netspend. 

On XX/XX/2020, I got an email at XXXX XXXX ET from card@email.netspend.com stating that Your Netspend card is on the way, although I never requested a card nor would I ever request one with Netspend. The email stated that my Netspend Visa Prepaid Card has been shipped and is on its way to you. Once your card arrives, be sure to activate it and verify your identity. * After that, add money to your Card Account and then use your card to buy groceries, pay bills,1 and shop online! 

I got similar emails from Netspend on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX, I received an email from Netspend stating : thank you for requesting your new Netspend Visa Prepaid Card. Don't forget to activate your Card Account and verify your identity! 

I noticed that the different emails from Netspend included information stating my email address ( although written differently than I typically type it ) as well as the last digits of the supposed prepaid card. However, some emails included four digits, while other emails included just three digits. 

On the morning of XX/XX/XXXX, I spent an hour on the phone between XXXX and XXXX trying to reach a customer representative at the customer service number. I entered digits for a social security code ( although I made them up ) when faced with the automated phone system requiring a social security number. Then, after waiting for 10 minutes, I finally reached a representative who immediate started saying she couldnt hear me. I said I could hear her and that I was calling to look into a problem, but she continued to talk over me and then returned me to the automated phone system again.

I called back and used the same method to get to another representative. Again, they asked how they could help me, then subsequently said, If you can hear me caller, please respond. I said I could hear him and asked if he could hear me and that I was calling to report a problem, but he kept repeating the same thing over and over several times, like from a script. And then the line went dead and I was in silence. 

Both interactions seemed very contrived. I believe they could, in fact, hear me and that his was just part of the scam. I have never had any audio issue with my phone and successfully made and received calls with other callers the same day without any audio issues. 

After my frustrating phone calls with Netspend, I then wrote an email at XXXX on XX/XX/XXXX to the XXXX  of Netspend ( XXXX ), and email address that is posted at https : //www.netspend.com/help/contact/ for complaints or compliments. In my email I wrote again that I had never applied for a card, did not want a card, and that I felt this represented fraud and that it needed to be investigated and the account closed immediately. I reported that I had tried to call severals times, but that I had encountered the problems described above with the automated phone system asking for impossible or sensitive information, and then representatives who appeared to be pretending not to hear me while reading from a script. At the end of my email, I wrote that I planned to submit complaints to the Consumer Protection Bureau, the Better Business Bureau, and perhaps law enforcement.

I received an automated reply from donotreply@netspend.com at XXXX stating : Thank you for contacting the Netspend Corporate Office . Your concern is important to us and one of our analysts will respond to you within three business days.

We are closely monitoring the latest news about the current global emergency. We are open, but are currently experiencing extended wait times to speak with our customer service agents. We strongly encourage you to use our digital tools such as your Netspend Mobile App and website ( located on the back of your card ) for self-service banking and convenient account access. 

Additionally, to help ensure you receive the best service experience during this time, our Customer Service hours have temporarily changed to Monday through Friday XXXX CST and Saturday through Sunday XXXX CST. 

Thank you, Netspend Corporate Office I highly doubt that I will receive any further response. The whole situation has been outrageous.

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