Consumer complaint received 2021-01-13
Company: Netspend Corporation
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
On XX/XX/2021 while searching for locations to cash my first SSI check I stopped by a bank to see if it would be easier to open an account with the bank. Unfortunately, the bank teller requested two forms of identification. Usually, when two forms of ID is requested, most commonly I've used my government issued identification card along with my social security card. The teller told me that the social security card wasn't a valid document for identification. I offered my birth certificate & the teller asked if I didn't have a card with my name on it. I stated that no I didn't, it was my first time opening a bank account. Therefore, I was denied to open a bank account, along with denied to have my SSI check cashed. Afterwards, I ended up to going to ACE Check Cashing. I had no problem cashing the check, requesting a prepaid card, & even opening an account with ACE ELITE PREPAID CARD. Including, I had deposit on my Ace Elite account {$1000.00}. 
On the morning of XX/XX/XXXX, I received a text message alert from the Ace account stating the following : " The Ace Elite Card you ordered can not be delivered. Call XXXX and press 1 to update your address and get a new card. '' Therefore, I called & the first customer representative that answered I gave him my information & then he put me on hold for a few minutes. Next thing I hear its a different customer representative answering. I provided my information once again. I was put on hold & then the customer representative couldn't provide me accurate information. As a matter of fact he stated " The card was sent to the address on file but it was sent back & it couldn't be delivered ... '' I thought how was it possible to have the card sent to the address when 24 hours have not passed from opening the account. I requested to speak with a supervisor. Unfortunately, things went from bad to worst. The supervisor attended me I told her the situation & since my fiancee is going through the same situation. Where the same financial institution is misinforming their clients. She was upset & told the supervisor how can they work the way they do. How can they disrespect their customers by misinforming them. I asked the supervisor if I could continue to use the money that is already in the card. She literally avoided answering my question & went on with stating that my account was active but not completely. When I reached my boiling point, I requested to speak to another supervisor. She answered that she was a supervisor. As if there wasn't any other supervisor available. I stated that she wasn't the only supervisor working there. She then stated that she would transfer me to another supervisor but I would be on hold for a while before someone answered. I waited for 20 minutes before I hung up the call. Due to this disrespectful manner of working I'm submitting this complaint.

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