Consumer complaint received 2020-12-30
Company: Netspend Corporation
State: AR
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
On XX/XX/XXXX, I received a text message alert from my bank, Netspend, informing me that {$4000.00} was removed from my checking account at a XXXX XXXX ATM in XXXX, VA around XXXX XXXX. I immediately called the bank to inform them that this is an unauthorized transaction, as I live in AR and work in TN. I do not know anyone who lives in XXXX Because the transaction was still pending, I had to wait 24 hours to dispute the transaction. On XX/XX/XXXX, I filed a police report and sent in the documents, and was able to dispute that transaction. As advised by a Netspend representative ( rep ), I canceled the card, changed all of my passcodes, and set a new pin when I received my new card. I received a provisional credit of {$4000.00} back in my account on XXXX XXXX. 

On XX/XX/XXXX, I was at work and attempted to use my card, but the transaction was declined. I tried to log onto my online account but the password had been changed. I attempted to call Netspend to use the automated service, but the pin was changed. After speaking with a rep, I was able to access my account online. I noted that all of the money from my savings ( over {$7000.00} ) was transferred to my checking and a total of {$11000.00} was removed from my account at several stores in XXXX, Florida on XX/XX/XXXX from XXXX XXXX  to XXXX XXXX. I noticed that my anytime alerts had been stopped and changed to an unknown email address of XXXX. I explained to the rep that this was not my email address and I have always used the same email address. I filed a police report but was only able to file a dispute for {$1800.00}, since the other {$9300.00} was still pending. As instructed, I canceled the card, changed all of my passwords and pins, and took away all cards associated with that account. The rep ensured me that since no cards were associated with this account, the account would not be used for withdrawals, even though I expressed concern that the hacker saw my account and routing numbers. I opened a new account with a new card and pin. I was told that the investigation would take approximately 10 days. On XX/XX/XXXX, I was able to dispute the remaining {$9300.00}. On XX/XX/XXXX, I received a provisional credit of {$1800.00}. On XX/XX/XXXX, I was expecting to received the remaining {$9300.00} but was informed that the bank decided that there was no error found. I requested to speak to security, the dispute department, and management but was told that they do not take phone calls. After the run around for several hours on the phone, I expressed my frustration with the rep for several reasons : -Netspend should have had this account on high alert since it had been hacked into, -Netspend agreed that {$1800.00} was stolen, but the {$9300.00} was " authorized, '' even though these transactions were made in the same time frame after pins and passwords were changed, and dozens of transactions made in a different city within a short amount of time, -Netspend failed to block the card and alert me that transactions were made and information changed. 
I was told that I could not speak to anyone in management until I received an email explaining their decision, which could take up to 10 days. I reminded the rep that it is a pandemic, bills are due, and I have children that would be getting nothing for XXXX because of the bank 's lack of security. The rep ensured me that going forward, my account was high risk and security would be monitoring my account closely. 

On XX/XX/XXXX, I attempted to use the card to my new account but it was blocked. I called the bank. The rep informed me that purchases were attempted on XXXX using a virtual card. I informed the rep that I have never used a virtual card and it must be a hacker again. She ensured me that no money was removed from the account and that security is monitoring very closely. She was able to cancel the virtual card the hacker created, and I saw the anytime alerts had been changed to an unknown number of XXXX. I changed the alerts back to my phone number and instructed her to place every security feature they have on this account. XX/XX/XXXX, I received a text message from Netspend stating that there was a problem with my card and requesting that I call the bank immediately. I called the bank, but when attempting to verify my identity with my security questions, I could not verify my address. The hacker had changed my address on file, so my current address was not listed. The rep did not give me any information about the account and could not tell me if money was removed, even after I explained that my account had been hacked into twice within the past 6 weeks, verified that I could send them a government-issued ID with my address listed, and gave them the correct social, card number, etc. I eventually spoke with 7 other reps, who all told me the same thing : They all expressed that they could not give me any information about my account, I could not dispute any transactions, and I could not have the {$1100.00} that was in this account. I was also informed that both of these accounts were closed and I had no way to access money and they could not look up my account with my current card, which I was holding in my hand at the time of this conversation and during these unauthorized transactions. Throughout these past 6 weeks, I was promised several phone calls from the dispute team and customer satisfaction but have only spoken with one person who could not provide any information or resolve.

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