Consumer complaint received 2017-04-11
Company: Netspend Corporation
State: FL
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
One day on the way to a friends house, for some unknown reason at the time, XXXX. Upon XXXX I realized I was in the hospital and was being transferred to another one. When I finally XXXX and was able to react to things, I realized all my possessions were missing. My wallet, my phone, my keys and all the contents of my bag. My identity had been stolen and fake accounts made in my name. They used all my information and even gained access into my netspend account. I filed a dispute with netspend and waited 2 weeks for them to deny my claim for reasons that they could n't even explain to me. So I took it to a higher level because I was not even contacted during their " investigation ''. They did n't even have any of my hospital documents. So I was assured that this would be taken care of ... That following Monday I am contacted to be told once again that my dispute claim has been denied.. Why I ask? Only to be told it was because my pin number was used and that I could get the investigation documents sent if I wanted them. 
Of course I want to see why I wont be getting my money that I worked for. These are the 3 reasons why my claim got denied and why I believe its inaccurate. 
1. The pin transactions are consistent with previous transactions.. 
They are not consistent with any previous transactions. They happened at some of the stores and atms I have been to before but the amounts, times, and frequency are wrong. They pulled up transactions from last year and they clearly show me spending {$20.00} dollars at XXXX and nothing more. The person who had my card spent over {$100.00} at XXXX more than 5-6 times. They pulled up XXXX transaction from last year as well where it shows me spending less than {$50.00} at a time but this person spent {$980.00} at XXXX. All the transactions are to the extreme and they say that it matches previous account activity? Really netspend? How does it match previous account activity if its only at the same store but for totally different amounts and not just different but extremely over the top. 
2. Pin was not changed 3. My account balance was checked in a way I have before ... 
If someone has stolen my identity and all my stuff, the limits are endless on what they can do. They even went as far to open accounts in my name and even used my email to do it. They had my phone, S.S. card, I.D . and debit cards. Now I have to be punished because somebody had my pin and went to stores I went to last year? Even though I provided you with hospital documents and proved that it was not me. I have never filed a dispute before and have been with netspend for over 2 years. Any card company I have ever had and never had to file a dispute. The same thing happened with my XXXX XXXX card only difference is I already got my money back from XXXX XXXX. Netspend get it together please because this is not fair to me. I have had thousands come through this account and payed over the top fees for months and did n't complain but now when its time for you to do your part of protecting me and my money, I have to literally fight for my money. This is not right and where is the costumer service at for incidents like this. I just really want to be helped so that I can continue on with my life and pay my bills. I have been crying for days trying to piece my life back together and the only thing I keep trying to answer is WHAT DID I DO WRONG?

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation