Consumer complaint received 2024-01-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Netspend Corporation
State: NV

Complaint narrative:
My name is XXXX XXXX and I filed a claim on XX/XX/XXXXXXXX  disputing multiple transactions totaling {$2400.00} with Netspend. They were supposed to make a decision and update my by the XXXX. I disputed transactions from XXXX due to the fact that I didnt purchase anything from the XXXX XXXX. I only used it for XXXX XXXX  which is different from using it from their XXXX  App Store. And the purchased items were not showing up on my XXXX ID account proving I wasnt the one who made those purchases. Which XXXX did go ahead and refund those transactions. In the same claim I dispute transactions the were also unauthorized. My phone was stolen and my phone case was also a wallet case so it had my Drivers License and my 3 debit cards with it. When got my phone replaced I was able to log on my account and saw that my card was used several times in a different state. Between XX/XX/XXXXXXXX  and XX/XX/XXXXXXXX  Netspend closed my account without any notice with funds in my account. I called them and they assured me it was just for safety protocols and that I could open another account and confirmed I had a positive balance in the closed account. I called them again on the XXXX and they told me that my account hasnt even been reviewed yet. XX/XX/XXXX I called an hour prior to them closing to be hung up on four times left on hold for over an hour hung up on again. XX/XX/XXXX I called again and they said it still wasnt reviewed and as soon as I hung up with them I got a denial letter in my email. I asked them for the documents that they used. Finally recieved them XX/XX/XXXX reasons being 1. Our records show that the disputed activity follows normal card usage patterns. ( several charges were made in Virginia and I live in Nevada so not my normal pattern ) 2.The merchants disputed are consistent with your account activity. ( I never shopped at many of the store in dispute as I have never been to Virginia ) 3.Our records show that the PIN was not changed prior to the period of unauthorized usage, or that the last PIN change was completed by a phone number, IP address, or device linked to you. As at least one of the unauthorized transactions within the claim was PIN based and we have determined that the PIN transaction ( s ) were not in error, we have also concluded that the signature transaction ( s ) in the claim were not in error. ( The PIN code was the same as my phone ( which they had ) code which was in my wallet ) 4. Knowledge of the PIN indicates that the card is still in your possession, and not lost or stolen as your reported. ( I dont even know what this mean ) 5. Our records show that the disputed activity began immediately after a load or deposit to your account. The individual performing the disputed transactions was aware of the funds on the account, suggesting inside knowledge of the account. ( person who stole my phone and had access to my cash app which was the deposit were coming from. They cashed out the money on my cash app to my card they knew how much was on my card because they deposited it on there ). I asked again on XX/XX/XXXX for the rest of the evidence they used to make their determination and stated I would like to appeal their decision. They replied XX/XX/XXXX Please be inform that the documents sent by the Dispute Analyst is the only basis of the investigation. If you still have a questions about the outcome of the investigation, you can request a callback to our Dispute Analyst for further discussion of your dispute claim. And asked again on XX/XX/XXXX that I would still like to appeal and that I havent heard anything back. They emailed my back saying I understand that you would like to know additional information regarding the investigation of your claim. I have escalated your request to the Dispute Analyst investigating your claim. They will email the documents used to determine the final outcome of your investigation within 10 business days. Please verify that we have your updated contact information to avoid any delay. To check and update your information online, simply log in to your account, click on My Account, then select My Profile. '' Again they sent me the same documents. Sense they closed my account with funds in it I have been waiting to file this claim to see if they send my the money I had in my account. Which they have not yet. Its been 10 or 11 weeks sense they closed my account. I am filing a claim because I dont believe they followed to law in regards to my rights of Regulation E for the following reason, 1. They did not do a full investigations 2. They did not provide all the evidence they used to set the out come of my case when asked. 3. They did not provide provisional credit even though it took longer then 10 business days after I filed my claim. 4. They refused to allow me to appeal their decision. 5. Did not ask for more information regarding why I was disputing. 5. I still havent received a check for the funds that I had in my account when they closed it.

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