Consumer complaint received 07/21/2017 about Credit card or prepaid card (General-purpose prepaid card) with NETSPEND CORPORATION (CA).
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint: On XX/XX/XXXX I attempted to make an online purchase and my card was declined. I new I had enough money to cover the purchase so I logged into my account to see what my balance was and noticed that I had no money available. I began reviewing my transactions and immediately new that some of the transactions were not made by me. I never lost my card or had it stolen, I still have possession of my card and no body knows my PIN but me. I immediately tried calling the card company but the offices were closed so I disputed these transactions online. On XX/XX/XXXX I called the card company to follow up on the dispute I filed online. I was asked to send a letter via email listing the transactions, merchant name and amounts. I informed them that I still had my card and they stated that my card would be canceled because my card could have been copied at a gas pump, and a new one would be mailed to me. On XX/XX/XXXX I received a letter informing me that a final determination had been made and no credit would be credited to my account. I contacted the Company again and emailed them informing them that the reason they provided was not possible.
I called the card company requesting documents they used to determine the final outcome. on XX/XX/XXXX I received the documents requests along with a letter stating that the activity indicates a consistent pattern of use related to the reported transactions. The transactions being disputed are consistent with my previous account activity, such as the merchants shopped and their physical location and that I had benefited from these transactions. I contacted the company to inform them that there reasons were in fact false. The XXXX transaction of {$60.00} was from a XXXX I 've never used before and I could n't pump {$60.00} worth of gas in my car. XXXX XXXX for {$66.00} I 've also never used this store in my life. XXXX XXXX for {$42.00} and {$11.00} I have never used this store ever. How can these be consistent with previous activity in my account if I have never even set foot in these stores in my entire life? The XXXX, XXXX XXXX XXXX, XXXX, and XXXX transactions are absolutely not my purchases but because I 've shopped at these stores before means these are my authorized transactions? Who has not made a purchase at a XXXX or ate a XXXX 's XXXX? While these fraudulent transactions were being made I never lost possession of my card. I continued using my card without any knowledge of these fraudulent transactions up until my card was declined. My transactions show my purchases I know I made and the fraud one mixed in with my purchases. All the fraudulent transactions were used without my PIN. It has now been over two months and I am still out {$590.00}. If I could get the time the these purchases were made to compare with my purchases we could help prove these are not my purchases nor did I authorize them. My PIN was never used and I am curious if an actual credit card was presented or was my card number manually entered.

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