Consumer complaint received 04/20/2017 about Prepaid card (General purpose card) with NETSPEND CORPORATION (NV).
Issue: Unauthorized transactions/trans. issues

Complaint: I am very upset with this company. They have violated my rights several times to the fullest extent and I have had it! My card was compromised and used, therefore my funds were taken out. I called and filed a claim, that of course, got denied. I called this company SEVERAL TIMES as to why my claim was denied and they flat out refuse to tell me or send me the documentation that I requested for as proof as to why I lost the dispute, WHICH IS ILLEGAL. Furthermore, their employees are rude,  XXXX , and DO NOT  SPEAK   XXXX   WELL,  which makes it harder to communicate and causes them to mix up my information.  XXXX  of the reps hung up on me, another  XXXX  kept talking over me, and even most of their reps ( who seem to be the same all the time ) are unprofessional and even calls me  XXXX , when I am a  XXXX . Also, keep in mind that I have the hardest time communicating with this company. I had a previous claim that got denied, but then honored in my favor because I was in the right. However, it took me  THREE MON THS of calling, letters, writing, re-disputing, arguing, etc. just to get it resolved in my favor that should 've been in my favor the whole time. Even when I requested for a callback from the disputes department, they call around  XXXX  when I told them several times to call past  XXXX  PST, but they still DO NOT LISTEN AFTER  XXXX  CALLBACKS! The reps name was  XXXX  who denied my last claims which I believe might still be her who is denying it. This company thinks they are always right and flat out do what the  XXXX  they want. It is time this company stops violating peoples right and listen up! Because at this point, I am being or feel discriminated since the customer service rep told me that my account got closed b y the " Risk Dept '' due  to suspicious activity on my account ( which I reported before ). So therefore, it make me believe that it boils down to concerns with terrorism/money laundering, that I DO NOT DO. The reason why I feel this way is because they know my ethnicity and the rep on the phone basically admitted it and believes that there is no reason why my claim should be denied and my account be closed. I woke up today to text messages saying my card has been blocked and that t here may be an issue  with my account. Myself was not able to login and when I tried to, it said that my account is locked and to call cust srvc, which was the same exact message when my card was being used without my permission. If their company can not speak  XXXX  well, then there is going to be a mix up of info, which is also how my claims get denied too. I HAVE A RIGHT TO FILE A CLAIM! I still, to this day, have not even got a chance to respond to the merchants response to the dispute for a rebuttal because I have n't even received the documents that were used in the investigation which again is violating my rights. I WANT PROOF THAT IT IS ME THAT DID THE TRANSACTION! THIS IS ILLEGAL, NOT FAIR, AND VIOLATING MY RIGHTS!

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