Consumer complaint received 2026-05-29 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: AL

Complaint narrative:
After waiting for XXXX months, I FINALLY got my taxes back Wednesday, XX/XX/XXXX. I had them direct deposited to Netspend. The following are the transactions that occurred : * XXXX XXXX from XXXXXXXX XXXX on XX/XX/XXXX at XXXXXXXX XXXX BALANCE : {$5100.00} * {$1000.00} purchase ( transfer ) at Current Account Deposit XXXX XXXX XXXX XXXX on XX/XX/XXXX at XXXXXXXX XXXX with Netspend XXXX ending in XXXX BALANCE : {$4100.00} * {$100.00} purchase ( transfer ) at XXXX XXXX XXXXXXXX XXXX XXXXXXXX on XX/XX/XXXX at XXXXXXXX XXXX with Netspend XXXX ending in XXXX BALANCE : {$4000.00} * {$100.00} purchase ( transfer ) at XXXX XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX at XXXXXXXX XXXX with Netspend XXXX ending in XXXX BALANCE : {$3900.00} * {$59.00} purchase at XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX at XXXXXXXX XXXX with Netspend XXXX ending in XXXX BALANCE : {$3800.00} At XXXXXXXX XXXX ( same day I received my refund to my Netspend account, XX/XX/XXXX ), I received an email as well as a text stating that my Netspend account ending in XXXX needed attention. It was at this time that I was no longer able to login to my Netspend account. I submitted the front and back of my ID as well as my lease to the proper division that I was instructed to send it to via email. After submitting the above mentioned, I was told that I should hear back within XXXX business hours. I called the number personally XXXX times and spoke with an agent who told me that I would hear something from them by email between XXXX and XXXX business hours. Upon receiving an email almost XXXX hours after I submitted everything I was asked to submit to verify my identity, I was told that a decision had been made and that my Netspend account had been closed with a balance of {$3800.00}. It gave me a number to call for more information. I FURIOUSLY called them back demanding to know why they closed my account. They were not at " liberty to say '' and nobody could give me an answer as to why MY account with MY {$3800.00} had been closed and I no longer am able to login to my account, nor can I touch MY REFUND. Who are they to dictate to me whether I can transfer MY MONEY to MY external bank that I had linked to my account?! I finally got through to a supervisor ( whom like every other person I spoke to, did NOT speak XXXX and I could barely understand anything that they said ). I told her that I had waited XXXX MONTHS to receive my tax refund and that I also had to physically go to the IRS building and verify my identity. Therefore, I do not understand why they took it upon themselves to verify further. I submitted EVERYTHING that was asked of me proving that I am who I say I am, but in my opinion I do not feel like it was there place to do that in the first place. I asked if they could open my account back up so that I may withdraw ALL MY MONEY AND NEVER USE NETSPEND AGAIN. She told me that it had already been closed, that she did not make that decision and could not do anything about that, and that once they close my account they can NOT reopen it which I think is bull. I then asked her to ACH transfer/deposit MY MONEY to my external account that is linked to my Netspend account. I sent my information with my name, routing, and account number to the president of Netspend and customer service. The supervisor told me that they are not allowed to do that - again I say that is bull. She told me that they will send it back to the original depositor ( XXXX- who XXXX uses to collect their fees ). She said it will take XXXX days before they ACH transfer/deposit my money back to XXXX, and from there they will mail me a check which will take another XXXX weeks for me to receive. I then proceeded to tell her that they are nothing but thieves, and that I NEED MY MONEY. I also pointed out to her that if they can ACH transfer/deposit my money back to XXXX then there should not be a problem for them to do the SAME THING and just send it to MY Current account which was linked to my Netspend account. As previously stated, I even sent a screenshot of my name, bank info, routing, and account number to not only customer service but also to the president of Netspend via email pleading with them to PLEASE deposit MY MONEY to my Current account. I have not heard back from either of those XXXX. The supervisor, however, continued to say that they can not do that and that they are not thieves and she understands how I feel completely - XXXX!!! I have done my research and have discovered that they CAN do that. I honestly believe that they just robbed me of my money that i DESPERATELY need and have waited on for XXXX months. I was told that you all are the ones to come to about matters such as this and that you can get something handled. I am not asking for a XXXX. I am simply asking for my money to be available to me ASAP. It's not right that they closed my account with nearly {$4000.00} in it and not allow me to withdraw, transfer it out, or anything. I don't see why they can't temporarily open my account so that I may withdraw my money, nor don't I see why they can't ACH transfer/deposit my money to my Current account being that I provided them with my routing and account number. PLEASE HELP ME GET THIS ISSUE RESOLVED PLEASE!!! I look forward to hearing back from you soon HOPEFULLY with good news. Thank you for your time. Have a blessed day.

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