Consumer complaint received 2026-03-30 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: AZ

Complaint narrative:
I. Unjustified Account Freeze and Verification Failures My account was abruptly blocked without any provided reason or prior notice. When I attempted to resolve this, I was met with a " XXXX '' scenario : Netspend demanded a new ID to unlock my funds, but because they were holding my entire balance of {$340.00}, I was financially unable to pay for a government ID update. Despite this, I complied with every alternative request provided by their agentssubmitting my Social Security information, utility bills, and my current license. Each time I called to follow up, I was given contradictory information, with new agents denying the validity of the very solutions offered by their predecessors. II. Violation of Expressed Corporate Policy Upon my request to close the account on XX/XX/XXXX, multiple representatives explicitly stated that per company policy, a check for the remaining balance would be mailed out the same day the account was closed. My address was already on file and verified by an agent that day. Despite this " same-day '' policy, Netspend held my funds for nearly a week, failing to mail the check until XX/XX/XXXX. XXXX. Gross Misinformation Regarding Fund Recovery Since the account closure, I have been subjected to a revolving door of lies regarding the delivery timeline. I was initially told 10 calendar days, then 10 business days, and most recently, I was told I must wait 20 business days. It is clear that the staff is either untrained or intentionally providing false timelines to delay the release of my money. IV. Extreme Hardship and Professional Conduct Violations The human cost of Netspends negligence has been devastating : Employment & Housing : Because I could not access my money for transportation or basic needs, I lost my job. Consequently, I lost my ability to live independently and have been forced to move in with someone else. Physical Endangerment : I informed Netspend representatives that I was unable to buy food. I went three days without eating because they refused to release my funds. Protection Team Abuse : When I explained my desperate situation to the " Protection Team, '' the agent was dismissive and disrespectful, stating, " That is not my problem. '' V. Bad Faith Interaction In my most recent attempt to get an update, a representative was intentionally dismissive. When I became understandably upset due to the life-altering stress this has caused, the representative hung up on me. This occurred exactly at their closing time, effectively cutting off my access to support and ensuring I could not call back to speak with a supervisor. Conclusion Netspend has failed to follow its own written policies, provided deceptive information, and shown a complete disregard for my well-being. Their actions have directly led to my job loss and physical suffering. I demand the immediate confirmation of my funds ' arrival and an investigation into their predatory " Protection Team '' practices.

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