Consumer complaint received 2022-07-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Netspend Corporation
State: CA

Complaint narrative:
I had XXXX in fraudulent charges on my account on XXXX. I was alerted XXXX when my direct deposit hit and I saw that the balance on the text message with that deposit was incorrect. 

I had just had an issue with Netspend and fraud prior in XXXX with nearly XXXX in charges fraudulently. They returned it then. It happened just weeks later and this time denied the claim and said " no error found '' this is false and these charges are in fact fraudulent. I requested to dispute the claim closure and they stated I had to wait 10 business days for the documents of proof in an email and asked to verify my email address, which I did. 

I waited 10 business days and called the XXXX business day. I was told they did already send it and to check my junk, I told them this was untrue I didn't receive anything and yet was receiving questionnaires from Netspend just fine. I the asked for them to resend it this time by postal to ensure I received them. I awaited another 10 business days, now they still haven't arrived. 

I contacted customer support and asked about this and the guy XXXX transferred me and hung up. I think called back and spoke with XXXX who asked me to verify my account. He first told me I could not dispute my claim, the decision was final and my account was closed and I was no longer Netspend customer so he couldn't help and told " so sorry ma'am ''. I refused that as per FEDERAL LAW : Regulation E 12.C.F.R.205.11 ( d ) ( i ) : I have the federal and constitutional right to obtain physical dispute documents to see proof of how that bank came to the conclusion. 

I have not received this and am now being told I can't receive this and have no access to it even though I had been told prior it was coming to me via email and then mail, then now XXXX states I can't get it at all. He then " transferred '' me to his supervisor which threw me back into the cue and I had to start all over again. I was routed to XXXX employee ID : XXXX : I gave her as much information as I could as my account has been closed and I don't have the online access anymore to tell her the last 3 transactions for my transaction history. I did verify year opened, last deposit by whom, address, and ssn. 

She then stated I couldn't be verified with given info and there was nothing he could do. Yet the same information had been provided prior and it worked just fine and I was identified. I was then asked to be put back into cue and enter my social to be verified. She routed me and it hung up. 

This is not only unacceptable it is illegal. 

I have attempted to contact : XXXX XXXX Netspend as it is the closest to me at : XXXX as well as NetSpend corporate at XXXX and got no answer. I know these transactions are fraudulent, they approved them as fraudulent before but when it happened 2 weeks prior the same horrible thing. Later suddenly it was " me ''. I have fought for some type of assistance to escalate to the next level and awaited many a " 10 business days '' only to be then given another excuse. 
They have not reimbursed my money, not sent me a single document stating my claim was closed nor provided proof as to why it was denied. They are holding over XXXX XXXX dollars of mine and have blocked me from online access of my account and any attempts at solving this. 

I want my money reimbursed as it was all fraudulent. I want the supposed documents that prove your company 's findings of " no error '' to contest. 

I have also sought out legal counsel and inputted a complaint to XXXX,. This is not okay and I will ensure I am heard and that the law is followed. 

Who can help me

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