Consumer complaint received 2021-05-25
Company: Netspend Corporation
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I tried to purchase a product in a local store and the card was declined. I call my bank to find out my balance was XXXX when I knock had well over XXXX when I had to withdrawal XXXX cash the previous to purchase a cell phone from a private party. 

I reviewed my transaction history via the phone to find a XXXX balance inquiry fee than XXXX cash withdrawal and then XXXX cash withdrawal with my card ending in XXXX. I tried contacting paypal prepaid to inform them of the fraudulent activities, suspend the card and to proceed with dispute process but they were closed. 

I provided paypal a screenshot of XXXX timeline that shows the history of my locations as proof that I was no where near the ATM where the transactions took place and I had the physical card with me in another city. I also clearly pointed out that over XXXX in cash was dispensed within a 24 hour window that exceeds paypal XXXX daily cash withdrawal limitations. 

I have been struggling all month long and have been experiencing financial hardship all year long. This incident has put me so far behind on bills in afraid I will never be able to end me and my mom 's homelessness.. 

Long story short, the investigation team couldn't find an error so no credit was issued. They ( paypal ) have dropped the ball on me so many times that I don't expect for them to do anything but produce another outcome of no error found therefore I am not eligible for zero fraud liability. They are accusing me of fraud stating the withdrawal are valid and now I'm out XXXX, late on several major bills, can't get mom outta of XXXX home that I promised to get her out of in XXXX and get us into an affordable apartment outside Washington. 

I requested another claim with additional documentation from the sales transaction on the XXXX app and the XXXX timeline history which clearly shows where I travelled that day and the duration. 

I'm exhausted, frustrated, broke, homeless, angry, depressed and feel like I will never get a break in life. I stopped calling paypal regarding provisional credit or claim status because their customer service is useless. They don't tell you anything about the claim and possible resolution date. 

I feel as though they are not investigating anything and they are just using stall tactics to get out of their obligation to their customers that if there is ANY FRAUDULENT charges the customer will be provided a refundcredit. I've been with this bank for over 10 years and during that I have disputed several valid unauthorized charges on my account unto which only one was found valid.

So I sit here in my car on the side of the road about to start another day having to return items to stores to get gas money while i wait on my direct deposit to come through so I can move forward with obtaining and securing housing for a mother whose been patiently waiting on her son to get her out of a XXXX home so we can be a family again.

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