Consumer complaint received 2025-01-09 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: GA

Complaint narrative:
Subject : Complaint Regarding Unauthorized Transactions and Account Access Issues with NetSpend To Whom It May Concern : I am writing to formally file a complaint against NetSpend for their failure to address over {$12000.00} in unauthorized transactions on my account during the month of XX/XX/XXXX. The transactions occurred while I was incarcerated, and NetSpend 's policies severely limited my ability to access and manage my account. 

I discovered the unauthorized transactions and reported the dispute to NetSpend on XX/XX/XXXX, as soon as I was able. I was told that the account had been closed and the balance XXXX. I was utterly shocked, my lifeline shattered. I followed up on XX/XX/XXXX, to dispute the charges once again. Despite my efforts, NetSpend has not resolved the issue. I have called their customer service department XXXX times today, but each call ended in disconnection when it seemed the representatives were out of solutions. I have been overly polite but this has not helped with reaching a solution. My account was flagged for fraud which initiated the account closure so it makes little sense to me that the dispute would not be in error. 

Additionally, their customer service process is disorganized. I am frequently transferred between representatives, requiring me to retell the entire situation each time. Both times I filed the dispute, I submitted the required documentation via email to XXXX, but I never received confirmationneither by email nor by mail. 

Throughout this process, I have experienced significant difficulties accessing my account online. I ordered and received several replacement cards, but they arrived with no balance, even though my online account showed thousands of dollars. My account was eventually flagged for fraud and automatically closed due to NetSpends policy of requiring contact within a set time period. The closure has further restricted my ability to access pertinent information or work toward a resolution. I am also unable to update my contact information, such as my phone number or address, further complicating the situation. 

NetSpend informed me they file police reports internally, but I would like to file a local police report to assist in tracking the fraudulent activity, particularly as the funds were transferred to XXXX. This step could help identify similar scams or the individual responsible. Access to account information is limited and prevents my ability to file XXXX with necessary information. Moreover NetSpend will not send me a written update regarding the dispute causing unnecessary delays and adding to my unsuccessful attempts at communicating with the company. 

When I initially opened my account, I was promised security and reliable service. However, my experience has been fraught with undue fees, inaccessible funds, and a lack of accountability. 

This ordeal has caused immense financial and emotional hardship, especially during a family emergency that required out-of-state travel. I am now unable to recover my losses without assistance, as retaining legal counsel is both costly and time-consuming. 

I respectfully request the CFPB to intervene and compel NetSpend to : XXXX. Fully investigate the unauthorized transactions and restore the lost funds to my account. 
XXXX. Provide clear documentation of their investigation process and findings. 
XXXX. Improve their customer service and dispute resolution processes to ensure timely and efficient communication. 

Your assistance in this matter is greatly appreciated, as I can not afford to bear this financial burden any longer. 

Sincerely,

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