Consumer complaint received 2020-06-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Netspend Corporation
State: FL

Complaint narrative:
I have had this bank account for 7 years. I recently got unemployment due to the pandemic backdated for 14 weeks payable. Not 2 weeks later the company closed my account and now says that they are sending the money back to unemployment. On XX/XX/2020 at XXXX ; XXXX I received a text message saying there was a problem with my account. By this time it was too late to talk to a representative on the problem. I tried to login to my account and I had been locked out of my account. I had XXXX in my account. Some of which was not unemployment money. I contacted netspend the next day XX/XX/2020 and was treated very unfairly on the phone. They told me that the account was closed because of a dispute that I had submitted recently and that they could not tell me any more information since my account was closed. They hung up on my. I called again and asked what was going on with my account and where was my money, and why they didn't send me any notice of the account problems or give me a chance to withdraw my money. They did not provide an answer. The agent said that they would be sending me a paper check in the mail and I would receive it in 6 days. I felt assured for the moment. I called again XX/XX/2020 to inquire if their was a tracking number on the check that they sent out and was told not yet. I again asked why my account was closed and the agent told me it was because I no longer worked for XXXX and that is why they closed my account. I again asked why I wasn't given any notice and they told me they did. I have not received any written notices by email or text or by mail about an account closure. The agent told me to expect my paper check within 6 days in the amount of XXXX. Again, I felt assured for the moment. I called again on Saturday XX/XX/2020 to ask again if anyone had any answers to why my account was closed, the agent said that all she could tell me is that it was closed and call back on Monday. I again asked for a tracking number for the paper check and she told me she did not have that information call back on Monday. I called on Monday XX/XX/2020 and spoke to a manager named XXXX XXXX. I asked XXXX XXXX what was going on with my account and cried to her over the phone at how awkward this situation was. She informed me that XXXX actually closed the account and is sending all of my money to Unemployment because I lived in XXXX  and my unemployment was from XXXX. I ensured her that i am in good standing with unemployment and they know my current address and that it is all legit with unemployment. She said there was nothing she could do because she is just part of Netspend and that XXXX is the one that closed the account. I told her that I had other money in the account other than unemployment money and when I would receive that money. She put in a request to a supervisor stating this and said to give it 48 hours. She could not give me any further information as to why my account was closed. I have always paid my bills on time and always had money on hand to live on. The fact that they can just close my account and take all of my money is just astounding to me. I have exactly XXXX dollars to my name now. I had to wait 14 weeks to get my unemployment due to covid-19 reasons and this is so unfair. I am currently in college online and support XXXX children by myself. I have no way to get them food now or pay any of my bills. This is a violation of my civil rights. I do not even know if they are going to send the money back to unemployment so that I have the opportunity to get the money again or if this is just a scam from the bank to take my money. I feel so violated by their actions it brings me to my knees.

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