Consumer complaint received 2025-06-17 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: OH

Complaint narrative:
On XX/XX/XXXX around XXXX XXXX  I received an email telling me that my XXXX XXXX ( Netspend ) account had it's email changed to " XXXX ''. This is not my email and when looking into my account I saw that there was a pending charge for XXXX dollars and XXXX dollars to a " XXXX XXXX '' and multiple virtual cards made on my account. I contacted customer support and they said that nothing could be done due to it being a pending charge and I would potentially be getting the money back due to the virtual card being deleted. Unfortunately, I received even more charges right after for XXXX with another virtual card titled " XXXX '' on my account and they told me the same thing. While this happened I was changing my password and re-enabling 2-Factor Verification on my account. Once they made disputes on my account I was able to write written notices so that I could get my money back. However, during this time my account was continuously getting locked due to people trying to access my account. I had to constantly call customer service to remove the lock and they kept asking if I was using a vpn because some of the login attempts were from XXXX and XXXX. Each time I was able to verify my account and it wasn't until a few days ago where I got a different type of email that said my account was locked for 6 hours due to continuous attempts at entering the password that it stopped. After those 6 hours I was able to log into my account and had XXXX locked account issues. However, just this morning I received a text and email stating that one of the last charges for around XXXX dollars was refunded to me. While I began to feel hopeful that I was starting to have the issue fixed, a few moments later I got a text saying my account was closed. I quickly contacted customer service and they told me that my account was closed due to suspicious activities. I did not receive a warning or anything to tell me this would happen or was going to happen. A couple days ago, one of the customer support agents did ask if I wanted to transfer to another account that was more secure and required further security verification with a different account and routing number. I declined the offer because I was hesitant on if my funds would transfer after the dispute and told him I'd think about doing it once this was over. Today, when I asked about this to the woman who confirmed my account was closed she said it was no longer possible and that my account was not eligible to be appealed. Although she assured me that my disputes were still open and that any remaining funds would be sent by check, I still don't understand why my account was closed or why I can not appeal it. Whenever I discussed my account to the customer support team they never once tried to give me a heads up or warning that this could be an issue, in fact that told me everything was going to be okay and I just had to be patient. Now over XXXX dollars is gone, I'm not able to make a new account, and I am unable to check on my disputes and must potentially wait weeks for any possible resolution.

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