Consumer complaint received 2020-06-26 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: Netspend Corporation
State: MA

Complaint narrative:
I have been a customer with Netspend since 2016, and have been a Premier card holder for over a year. Every time I use my card, they receive payment for charges in using the atm and using my card at any pin pad at a store and they get usually around 100.00 a month. I have never done anything illegal or wrong. There is nothing fraudulent going on yet I go to order my dinner last night and my card isn't working. I try to log into my online account because I do online banking. It tells me my account is locked and to contact customer support. I figured someone tried to do something and I needed to answer some questions for security purposes or something but no, the customer Rep, XXXX, Employee ID : XXXX, who didn't want to give me his name until I told him I would be calling the police because that is illegal. As a customer service representative, you have to ID yourself as the representative of the company. You can not hide your identity while having all mine and that is a total violation. The calls were made between XXXX and XXXX on Thursday, XX/XX/XXXX, and their calls should be reviewed. He had me on hold, for an hour, looking for a supervisor, to explain to me why XXXX told me that the reason I can not use my card or access my account is because they closed my account for " fraudulent activity " and could not tell me what that fraudulent behavior was or what happened and told me they have no access to the department that made the hold and I couldn't speak to them either. 
They gave me no notification so I could remove my remaining balance of XXXX before closing my account and just did it out of the blue. He told me that the remaining balance would be mailed to me but the address they have on file is not my current address but my old address. I changed it in my account numerous times, moving from XXXX  to XXXX and yet their system never reflected this so I would never even get the mailed check. I explained this and the fact that my long term rental fell through during the pandemic and my family and I have been displaced since and renting a weekly rental to have shelter. The only money that is deposited into the account is unemployment or our tax return. I still had XXXX saved from my tax return, to help us along with every day costs, and my husband receives unemployment. Because of this and no notice, not only has all our money been taken from us, during the pandemic, whike states rates rise, he receives his unemployed payment on Monday and since this was done late Thursday, we will not have the time to open an account and have it changed over with unemployment and verified by Monday so he will miss a weeks pay and me and my family could end up homeless and after being a loyal customer, this is how I am treated? Have my money frozen and make it so I am unable to set up a new payment option in time for the next unemployment check before we have any money and live on the streets? How is this legal? How can an FDIC regulated bank be able to not give notice so someone can make arrangements and get out their money first? Why would they close an account and never give the decency to give your customer a reason or ability to fix it? I left messages on their social media page and they are erased without addressing it and blocked me. Why would a company do that and not address it? Companies on the up and up do not erase all negative comments. They address and rectify them. 
I want access to my money. I have read many complaints online that this is a usual practice and it takes months to receive it. Why? And how do I get my current address rectified? I don't understand why this is happening and I don't know why I simply can not remove my money, with notice and then if they want to close my account, they are more than welcome to do so because I would never want to entrust my money in them again if this is the way they run their company and treat their loyal customers but someone needs to address and fix this. 
Two of their supervisors did nothing and only put me on hold to never come back. There is something very wrong here and the fact they can do this, and not give reason, is disgusting during a global pandemic. I did my banking online and all my statements were available to me by logging in to my account, and they have blocked me from even having the ability to access my information and account information for documents and that is also illegal.

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