Consumer complaint received 2024-09-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Netspend Corporation
State: WV

Complaint narrative:
Our account was hacked via the NetSpend website. The hacker first turned our overdraft on, then they moved {$1200.00} from savings to deposit then they made {$750.00} purchase at Coinbase ( why NetSpend didn't lock the card and find this suspicious, I have no clue ), then the hacker tried to spend {$380.00} at a XXXX XXXX in Minnesota ( I'm from WV ). Thankfully NetSpend found this one auspicious and locked the account so the {$400.00} purchase didn't go through. We tried sat, sun, and mon to contact NetSpend and we never spoke with anyone. We would immediately be transferred to a CSR via AI and no one would answer. I spent over 6 hours on hold for nothing. Finally my wife used a different card so that when it asked for the card number it was different than the one that was hacked and oddly enough she had a CSR on the phone in less than 2 min. Since then they have had us jump thru hoop after hoop so we can unlock the account and transfer the remaining {$400.00} onto a different card so we can feed our children.. we have no family or anyone that can help with money and there aren't even any food banks close to us so our kids have literally been living off of bologna and ramen for a week. We have verified his identity twice. Now they want us to do it a 3rd time. They have no intention of releasing OUR MONEY to us and I'm really close to seeking legal counsel. If only they had treated the hackers this way we wouldn't be in this position. When I had to do the first identity verification it was through email via the risk team. I sent them my documents waited on response it was supposed to be six business hours they said I waited 17 and when I finally got a response it said and I quote I know it can be frustrating when someone opens a card in your name without your permission. I was like what? What are you talking about? No one opened a card in my name without my permission have you not read the thread above do you not know what this is about you all not communicate it literally tells you in the thread above in this email what's going on and that is my account was hacked and every dollar I have to my name was stolen. The response to that was that I needed to contact the customer service team and they would walk me through how I can follow dispute a dispute had been filed for 2 or 3 days at that point, I believe. the CSR team is who sent me to the risk team so I don't know what the XXXX 's going on over there but they need to pull their heads out of their XXXX and figure this out. They have XXXX care that there is a family of five sitting here literally starving to death with no way of getting any help from anyone. And if I if I do have to seek legal counsel in the end I mean I will be suing for pain and suffering because we have suffered for a week when I say that we are starving I'm not being facetious I'm telling you my kids are coming to me a couple times a day telling me they're hungry and I can hear their stomachs growling and there's nothing I can do about it because I don't have a dime and I can't access my money which I thought was safe with NetSpend. 
I just want to thank you all for your time and your consideration and for helping me with this because I don't know where to turn I don't know want to do I've never been a victim of anything like this but I mean I've already been victimized once by being having my money stolen and now I feel like NetSpend is victimizing me all over again and you all seem to be maybe my shining knights in armor at the moment and I just want you to know that I appreciate it thank you so much

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