Consumer complaint received 2026-02-20 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: Netspend Corporation
State: CA

Complaint narrative:
I called Netspend on XX/XX/year> to close my account ( I have an email from that day of the closed account ) the woman on the phone explained to me that they would send m

e a check with the remaining balance within 10 day ( that's when I should get it in the mail ) this phone call was 19 minutes. The days came and went and I did not get anything in the mail. I again call Netspend on XX/XX/year>, this is when they told me they did not send a check because they " can not '' send me a check of my money.

This new woman on the phone goes on and on about how maybe she can wire me the money, asks me for my new bank card information to see if she can wire me the money, I was hesitant but after she told me over and over this was the only way for me to get my funds I gave her my new card information.

She then tells me that it didn't work and she cant wire me the money and she cant send me a check, by this time I am outraged. I tell her I want to talk to supervisor. She then said she would transfer me and did not she just hung up the phone. That phone call as 25 minutes.

I called the number again and got a different person and I told that person again that I want a check and I want it sent now. I spent 18 minutes on the phone with this person and during that time she told me that she doesn't know why the other lady told me they couldn't send me a check but she will put in a request for a check to be mailed. it would take 5 days to send and 5-7 days to receive then she said BUSINESS DAYS. I said ok thank you and got off the phone. 

Today, XX/XX/year> I decided to call Netspend to just make sure my check had been mailed. NOPE! This time they told me " it hasn't been mailed because when they run my social security number it says XXXX and that I need to call the social security office and sort that out then call them back ''.

At this point I am not very pleasant telling this woman that I am not dead and I want MY MONEY. She is continuing to tell me " I'm sorry, I understand your frustration '' Which only furthered my anger because " how can you understand my frustration when you are holding my money from me and REFUSE to give it to me '' I asked to talk to her supervisor and she told me " I cant allow that '' I then told her I want to reopen my account and send me a new card so I have access to my money.

She puts me on hold and then comes back to the line and says " you want to reopen your account, we can do that '' I said " OH you can reopen a " dead persons '' account but you cant send me MY MONEY ''!!!

Then she started to stumble over her words and says " uhhh let me put you on H ... '' and puts me on hold before she can even finish her sentence.

She comes back to the line maybe like 2 minutes later and says she will send me a check. I told her that I want a confirmation email of this and she said " I will get it in two days '' ( much like the last lady but that email NEVER came ) That phone call lasted 43 minutes.

I have an email of my account being closed and I have the call log from all of my times I have called them.

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