Consumer complaint received 2025-08-06 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to send money to another person
Company: Netspend Corporation
State: GA

Complaint narrative:
I attempted to transfer {$1000.00} from my benefit deposit ( legally XXXX and XXXX recipient ) to get to my local bank, today XX/XX/year>, in order to pay for a monthly property fee. The transaction declined so I attempted a less amount thinking was the amount. The initial transaction declined. I attempted another for a smaller thinking it over the daily limit, still declined. In the interim I received I a few emails asking to confirm the declined attempts. I clicked yes for each transaction inquiry. I wanted a few moments a attempted again as the emails stated but the transaction was still declined. This time I received a text message stated to call XXXX. I made the call thinking it would be an automated system as in the past asking me to verify, wrong. I had to speak with an agent. This is where the unfair, unethical, and discriminatory business practices begin, along with my call recording. I informed the nature of my call and that I received a text regarding my declined transactions AFTER Ive already confirmed the attempts. First the agent tells me he needs to call me back to verify the account ( strike XXXX ). If XXXX calling you from the phone number why would you need to call me back? Just send a numeric text, even a " yes or no '' verification like any other banking institution. He responds, '' If you don't want me to call you back, I can text you a link and send in your ID '' ( XXXX ). If you can send a verification for ID then surely you can text a numeric code. XXXX not sending you my ID. By the way, I worked in the XXXX XXXX system for XXXX AND in banking industry for XXXX, and thats your way of verifying who someone is that is unethical. If someones phone, purse/wallet or phone and purse/wallet and thats all a scammer has to do is say, " Sure call me back, '' ( so we can get back to scamming ), then your policy sucks. I asked for a supervisor and he disonnected the call. The next agent, asks if he put me on a hold to complete the verification. " XXXX sorry I dont follow why do you need to place me a hold to verify my transactions. '' As I didnt know he was attempting to place me a XXXX hold, my guess to " go over '' the notes. He returns back to line to " reiterate '' what the last agent was attempting. I again stated XXXX not sending my ID through a text link and I dont even know if this call or my ID is being routed in the XXXX XXXX " You all didn't need my ID when I opened this account almost years ago. '' I took the bait provided the a cell number. His response was he could not call me back at the number provided. Well wait a moment, now you can't call me at the number I provided. As opposed to saying, they have to call the number associated with the account, etc. Upon receipt of the call, it was NOT the phone number I called in to, and the agent begins asking who I am, forcing my first and last name. AND NOW wants verify transactions, as in the multiple " yeses '' I clicked via email early on and shared with both agents already. I repeated my sentiment, to say this stupid process is NOT verifying someones identity. Especially if a fraudster knew this inadequate practice. In fact its absurd. What if it was an unauthorize transaction from someone's family member, they would receive a easy {$1000.00} that quick. He then inquired about a {$1.00} transaction from XX/XX/XXXX or XXXX. I had to make sure I heard him correctly, so I asked, " From what date? '' XXXX going to take a guess and say, he probably understood how weird this entire process mustve felt after I ran down, how he they HAD to give a call back, confirm the declined transaction, to now ask about a {$1.00} transaction from 5 months back. Based on the ridiculessness of it all, someone can basically add your debit card to XXXX of these online transfer platforms ( ie cash app, XXXX, etc. ), make unsuccessful transfer attempts, get a call back to the phone theyve stolen and wallah your cash is gone AND ( more likely than not ) you'd be on the hook for it. In furtherance, whats XXXX XXXX of emailing XXXX verification, then send a text to call, in order to get the issue resolved, only for the card company to say they have to call you back. Just sharing this experience was exhausting. These card companies have to get better at security measures.

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