Consumer complaint received 2023-11-16
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Neon Newco Corporation (TX)

I received a debit card from the company in XX/XX/XXXX. On XXXX XXXX, XXXX I had to report my card lost/stolen because I woke up to see alerts of money spent while I slept. The person who found the contents of my wallet that was along with my card figured out my PIN and went less than an error away from the XXXX. border and used my casino rewards card to get my bonus money and get money from the ATM with my card ( it was the same PIN ). I started a dispute and got another debit card express mailed to me on XXXX XXXX, XXXX. I waited 10 days for my money to be refunded but got a denial on the following basis. : 1 ) The merchants disputed are consistent with your account activity. 
2 ) Our records show that the PIN was not changed prior to the period of unauthorized usage, or that the last PIN change was completed by a phone number, IP address, or device linked to you. As at least one of the unauthorized transactions within the claim was PIN based and we have determined that the PIN transaction ( s ) were not in error, we have also concluded that the signature transaction ( s ) in the claim were not in error. 
3 ) Knowledge of the PIN indicates that the card is still in your possession, and not lost or stolen as your reported. 
I received the documents from the Dispute Department and here is my response and appeal for, yet again, an error in denial of my claim. 
4 ) Our records show that the disputed activity began immediately after a load or deposit to your account. The individual performing the disputed transactions was aware of the funds on the account, suggesting inside knowledge of the account. 

There were errors in their denial justification and I IMMEDIATELY filed an appeal. They REFUSE to address the bullet point responses to each of the 4 initial denial justifications they gave and have instead only given my blanket, cookie-cutter responses saying they have made no mistakes when they CLEARLY made mistakes and they REFUSE to address my concerns. They are claiming they have re-evaluated the investigation but it is clear they have not and are instead dodging my appeal, deflecting, and blatantly ignoring my concerns. 


Based on MY facts, here is MY responses each findings that they have blatantly and neglectfully ignored. : NETSPEND INITIAL RESPONSE # 1. The merchants disputed are consistent with your account activity. 

MY APPEAL THAT HAS BEEN IGNORED CONTINUALLY>>>> As I have stated before in previous correspondence, I LIVE IN A METROPOLITAN AREA THAT IS AN HOUR OR LESS FROM THE XXXX  CASINOS!!! ALSO as I've stated, there has been a chain of criminals in the XXXX metroplex breaking into cars stealing cards and going across the border and also extracting money from people 's card at neighborhood ATMs machines as well as breaking into 2-story homes while the residents are upstairs and stealing wallets and purses!!!!! People have been watched and followed home while at ATM 's ... .FOR ALL I KNOW IF COULD HAVE BEEN FOLLOWED! ! XXXXWHICH IS WHY I FILED A POLICE REPORT!!!! 
>>>>>FURTHERMORE ... ..DO YOU SHOP AT XXXX OR XXXX OFTEN???? DO YOU GO TO THE BANK ATM OFTEN???? Would you deny my claim if the fraudulent charges were made at XXXX or XXXX  or an ATM SIMPLY BECAUSE I HAVE PREVIOUS ACTVIITY SHOPPING AT XXXX OR XXXX???? OR BECAUSE I HAVE PREVIOUS ACTVIITY GOING TO AN ATM?? THIS IS A BOGUS AND FRANKLY DISCRIMINATORY JUSTIFICATION! 

NETSPEND INITIAL RESPONSE # 2. Our records show that the PIN was not changed prior to the period of unauthorized usage, or that the last PIN change was completed by a phone number, IP address, or device linked to you. As at least one of the unauthorized transactions within the claim was PIN based and we have determined that the PIN transaction ( s ) were not in error, we have also concluded that the signature transaction ( s ) in the claim were not in error. 


MY APPEAL THAT HAS BEEN IGNORED CONTINUALLY>>>> ( I attached a picture of what they sent me ) THE PIN WAS CHOSEN AND THE CARD WAS ACTIVATED IN XX/XX/XXXX. OF COURSE THE FREAKING PIN WAS NOT CHANGED BEFORE THE PERIOD OF UNAUTHROIZED USAGE BEFCAUSE WHY WOULD I XXXX  CHANGE IT FOR NO REASON!! I REPORTED IT STOLEN AND GOT A NEW CARD ... XXXX??? 

The GREEN and YELLOW highlights here are from the card number with the fraudulent charges and the PIN was set WAY BACK in XXXX ( card ending in XXXX ) THIS IS THE CARD I AM DISPUTING BECAUSE OF THE FRAUDULENT CHARGES!!!! 

The PINK THAT I HAVE HIGHLIGHTED is my NEW card ( XXXX ) after I reported XXXX as lost/stolen and I created a new PIN for XXXX when I received it in the mail and activated it. I didn't the debit card I'm using now until AFTER I called in and reported the card stolen on XX/XX/XXXX. The last time I made AUTHORIZED transactions with XXXX was on XX/XX/XXXX. I was OVERNIGHTED a NEW CARD on XX/XX/XXXX so WHAT ARE YOU TALKING ABOUT??? Of course it's in my freaking possession!!!! The card being DISPUTED is XXXX NOT XXXX!!!!!! I no longer have XXXX in my possession because it was lost/stolen and reported on XX/XX/XXXX!!!! I received the card highlighted in PINK on XX/XX/XXXX and activated it and chose a new PIN that NO ONE should have except me... I was VERY careful this time because I'm tired of scams and thieves!!!! It has NOT been reported lost or stolen because it is my NEW card with a different PIN!!! 

The THIEF got ahold of the PIN from the disputed card ending in XXXX that I received in the mail in XXXX by either WATCHING me enter it at self-checkout at XXXX OR because XXXX was XXXX 's DOB which was on the BACK of a baby sonogram picture that was lost with the rest of the contents that were in my phonecase-wallet. AGAIN, I think it either fell out as I was bagging my groceries at self-checkout OR as I was putting my groceries in the car. EITHER WAY, if someone got it at self-checkout and was watching me, that's how they got my XXXX PIN OR they figured it out by looking at my two XXXX  's baby pictures with the things written on the back of when the pictures were taken and their age. CRIMINALS ARE CRIMINALS AND THEY FIGURE STUFF LIKE THIS OUT!!! DUUUUUHHHHH!!! 



NETSPEND INITIAL RESPONSE # 3. Knowledge of the PIN indicates that the card is still in your possession, and not lost or stolen as your reported. 

MY REPSONSE>>>>>OF COURSE KNOWLEDGE OF THE PIN INDICATES THE CARD IS STILL IN MY POSSESSION BECAUSE IT'S THE NEW XXXX CARD!!!!! THE CARD NUMBER BEING DISPUTED IS THE XXXX ENDING IN XXXX WHICH WAS REPORTED STOLEN/LOST. THAT CARD HAS NOT BEEN IN MY POSSESSION SINCE XX/XX/XXXX. ... ... .THE NEW CARD I HAVE HAS A TOTALLY DIFFERENT PIN!!!!!!!!! 
MY NEW CARD THAT IS IN MY POSSESSION IS XXXX!!!!!! 


4. Our records show that the disputed activity began immediately after a load or deposit to your account. The individual performing the disputed transactions was aware of the funds on the account, suggesting inside knowledge of the account. 

MY RESPONSE>>>>>>You people are insane!! It is COMMON knowledge that typical paydays are either weekly, every two-weeks, bi-weekly at end of the XXXX of the month and the XXXX, XXXX monthly. CRIMINALS TAKE CHANGES ON RANDOM PEOPLE WHEN THEY KNOW IT'S AROUND XXXX PAYDAY YOU IDIOTS!!!