Consumer complaint received 01/27/2016 about Prepaid card (General purpose card) with NETSPEND CORPORATION (VA).
Issue: Unauthorized transactions/trans. issues

Complaint: I opted to have my tax return of $ XXXX direct deposited into my PayPal prepaid card. When I logged into my account I pulled up the direct deposit tab and gave my tax prep the routing number XXXX and account number ***** -- -- XXXX. My return was accepted and sent out. My earliest date to receive my funds was XXXX/XXXX/XXXX and the latest was XXXX/XXXX/XXXX. After contacting my tax preparer to confirm the right account information was put in that 's when I noticed after now looking on their phone app that the routing number I provided was different from what was displayed. I log back in error the website to make sure nothing changed and the information I gave to be submitted was the same. So I had XXXX routing numbers or that 's what I thought. At this time the offices were closes so I sent an email through the site 's secured inbox and waited. The next morning I just decide to call to go ahead and be sure everything was ok. I was told by the first Rep everything was fine and that my money should come in no problem. This is now the XXXX late evening still no deposit. So I login on the website again and notice my email has I reply that I sent out the day before. This rep informed me that the routing I gave was not associated with my account but the other routing number that had displayed in the app, XXXX, was correct and to call the XXXX to change my information. Now confused I call the XXXX and they inform me due to security issues they are n't allowed to change direct deposit information and that my refund was already sent to the information I provided yet my account never showed this deposit. I call the card company back and they are now very dismissive and telling me bogus stories. First the routing number was correct and associated with my account along with the new XXXX I just found out about, then the routing number was n't associated with my account and the bank would reject it and send it back but mind you the XXXX had nothing rejected on their end, and then I was told the routing number was old and was changed back in XXXX yet it was still available as my direct deposit information on their up to date website. Im furious now as I am clearly being lied to for this Rep with all these different bogus stories. I request to speak to a supervisor who o ly tells me the same thing then suggested I call the IRS again to get a trace number to track the deposit. I do so the next morning as soon as they open. The XXXX informs me no rejections on my funds were made and they do not give out tracking info on direct deposits at all. Now how could my cars company not no that. I was told to contact XXXX and FDIC for information about what I should do. I wasbtold to gibe the information to my cars company that I was told by the XXXX and demand the right to my money because this was their error giving me the wrong deposit information. I even called the bank associated with the card and gave XXXX the routing number I had. The XXXX associated with my account came up as netspend the other no information. So I was told to contact the card company to ensure that those numbers would be the numbers needed along with the correct number for my money to appear in my account. I call them back and told them everything I 've done who I spoke to and what was said and how everyone agrees the company is at fault for losing my money. Im placed on old while the rwp goes over my account just for her to come back and say once again that if the information was incorrect the XXXX would reject it but they DID N'T. She tells me now I have to wait 6 days for the XXXX to receive a rejection hat they are not going to receive because my moneywas was placed somewhere successfully but not in my account! I informed them that I would indeed file a complain. I can not and will not wait six days for nothing when everyone else 's job was done right but theirs! I want my money deposited immediately.

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