Consumer complaint received 2025-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Netspend Corporation
State: CA

Complaint narrative:
I reported several unauthorized transactions to NetSpend, but they refused to refund my money, stating that no fraudulent transactions were detected. Their email stated, Dear XXXX, This letter is to inform you that we have made a final determination regarding a claim of possible errors on your Netspend Debit Account for the transaction ( XXXX ) listed below : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Based on the information we had and the facts of our investigation, we found no error occurred and that the transaction ( s ) listed above are valid. The reasons for our determination include, but are not limited to : No pattern indicating fraud No evidence of account compromise No evidence of device compromise If you would like to request a copy of the documents we used in determining the final outcome of this investigation, or if you have additional questions, please contact the Netspend Debit Account Customer Service Department at XXXX during normal business hours. 

Sincerely, Netspend Debit I sent this email below reporting the fraudulent charges : Dear NetSpend Support Team, My name is XXXX XXXX, and I am writing to follow up on a series of unauthorized transactions that have occurred on my account. Despite my previous claims and communications, these issues remain unresolved, and I am requesting urgent attention to rectify the situation. 

On XX/XX/year>, I opened a claim ( Claim # XXXX ) for unauthorized transactions totaling {$930.00}. I initially reported {$940.00}, but after reviewing my records, I confirmed one authorized transaction of {$11.00}, leaving the total for unauthorized charges at {$930.00}. These charges originated in New York, and as I have stated before, I have never been to New York, nor do I know anyone there. 

I was informed that my new card was shipped to an address in New York : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Again, I emphasize that I have no connection to this location, nor have I shared my PIN with anyone. 

On XX/XX/year>, I encountered another series of unauthorized transactions, this time totaling {$1500.00}. These charges were posted to my account before I even received my new NetSpend card later that evening, and I did not authorize any of them. To be clear, I did not have access to my card at the time these charges were made, nor have I ever been to New York to authorize any of these transactions. 

Here are the details of the transactions on XX/XX/year> : {$250.00} ATM withdrawals ( XXXX times : XXXX XXXX XXXX XXXX XXXX XXXX XXXX  {$180.00} ATM withdrawal ( XXXXXXXX XXXX ) {$270.00} charge at " XXXX XXXX XXXXXXXX '' in New York Total : {$1200.00} Additionally, there was another charge for {$270.00} from XXXX XXXX XXXXXXXX, bringing the total unauthorized charges on that day to {$1400.00}. With the additional fees of {$4.00} per transaction, the total amount is {$1500.00}. 

My claims for these charges are as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( total {$270.00} ) In total, the unauthorized transactions amount to {$2400.00}. I have been a loyal NetSpend customer for years, but I am increasingly frustrated with both the lack of resolution and the ongoing unauthorized charges. 

As a result, I am also filing a report with the XXXX XXXX XXXX  Police Department to investigate these charges. I urge you to take immediate action to resolve this matter and restore my funds, as I have urgent financial commitments that require these funds. 

Please address this issue without further delay. Your prompt attention to this matter is essential. 

Thank you for your immediate attention to this issue. I look forward to your swift response. 

Sincerely, XXXX XXXX

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