Consumer complaint received 2017-01-19
Company: Netspend Corporation
State: CA
Product: Prepaid card
Sub-product: General purpose card
Issue: Managing, opening, or closing account

Complaint:
I lost my Ace Elite prepaid debit card on XXXX XXXX. On the same day, I contacted customer service at Netspend Corporation, the company that sponsors the card. I requested that the card be cancelled and that I receive a new one. I was told by the customer service representative that a new card was being sent and would arrive in 7-10 business days. When the card did not arrive on the tenth day, I placed another call to Netspend, informed them that my card never arrived. The customer service rep checked the address, and realized that the apartment number had been left off. The rep then promised to send another one in 7-10 days. I informed her that I had just waited ten days, and that I was not willing to wait another 7-10 days to receive my card. I asked if they would be willing to expedite the shipping of a new card. She said that they could do that, but that I would have to pay a fee of {$25.00} for express delivery. When I inquired if Netspend would be willing to cover the {$25.00} fee since I had given my apartment number with my original address, and that they had left it out, she checked with a supervisor and then said, yes, that she could do that, and that my card would arrive within two business days. When my debit card did not arrive within two business days, I called back and was told that it had been sent out on Monday and would arrive the next day. Later, I called back when I realized that it could not have been sent out on Monday, because Monday was XXXX XXXX XXXX XXXX, a national holiday. When I called back, I was told that my card would arrive today ( Thursday, XXXX XXXX ). I asked the rep when the card was sent. He said that he did n't know. I asked how then did he know that it would arrive today. He simply repeated, " It will arrive today, '' and offered to give me a tracking number. At that point, I asked to speak to a supervisor. He put me on hold for 30 minutes, at which point the call was disconnected. When I called back, I spoke to a woman named " XXXX '' ( I assume that this was a fake call center name ). I asked her if she could tell me : 1 ) when the card was sent ; 2 ) when it would arrive ; and 3 ) what is the tracking number number for the delivery. In contradiction to what I had just been told, she said that they do n't have any information about tracking numbers, and that my card would arrive in 7-10 business days. When I pointed out that I had been told that the card was being sent by 2-day XXXX, she simply repeated 7-10 business days. Once again, I asked to speak to a supervisor, she said that no supervisors were available. When I insisted that she get a supervisor, she said that she would look for a supervisor. She then kept me on the phone for 20 minutes, at which point the call was disconnected. My entire paycheck is deposited onto this card through direct deposit. It is now three weeks since I lost my debit card, and Netspend keeps giving me the run-around. I have had to borrow money from friends to cover daily expenses. I simply want a new debit card so that I can make daily purchases and handle my financial responsibilities.

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