Consumer complaint received 2024-02-19 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: Newport Intermediate Inc.
State: GA

Complaint narrative:
XXXX is an online banking company. XXXX XXXX used to use this company to pay donors for their XXXX donations. XXXX XXXX no longer uses this account and has switched a different company, so no new money is placed on this account, but the account remains open. I have had several issues with this account getting hacked and the money withdrawn without my knowledge or consent. The worst case began XX/XX/XXXX, and all of the money was drained from the account with frivolous purchases. 

I couldnt log into the account or use my prepaid card to make purchases. When I called costumer support, the representative asked for my name and address. The address I gave did not match what was on file. Someone had logged into my account, changed the address and the security questions with the account. When I told them I was hacked, I was told to send an email to their support with my ID and proof of address. I spent all of XXXX and XXXX sending this information to Northlane 's help center, but no solution was made. 

I received a fraud form to fill out, and I detailed all the fraudulent charges and stated how much money was supposed to be on the account. I had to fill out 3 different fraud forms because each time Northlane reimbursed me the wrong amount, and not the amount that I stated was the account prior to the fraud. By the end of XXXX I received a new card from Northlane along with an apology. I stated multiple times that I did not want my address changed on the account. 

On my account it reads " Attention : Do not update address. '' I logged in on XXXX, XXXX and called customer support again. The corporate agent walked me through the process of transferring the money from my Northlane account onto my personal bank account. I said that do not wish to be associated with Northlane after this, and when the transfer was completed that I would call back and close my account with them. When I ended my call on the XXXX XXXX, my account showed a balance of XXXX $ and a log of the transfer payment I made to my personal bank account. 

I logged into my Northlane account the next day XXXX, and I saw that my transfer was cancelled and all the money was back on the account. I also had a {$25.00} charge on the account for an expedited card replacement. I checked my profile, and I saw that my address, despite it still reading " Do not change address, '' was changed between XX/XX/XXXX and XX/XX/XXXX XXXX. My account was hacked again, the security questions were changed again, and my address was changed again. The person who changed it made a request for a new card to be sent to the new fraudulent address now on file. 

I called Northlane support and had to provide the false address to be able to access information about my account and continue my talk with the corporate agent XXXX. I explained that my account was hacked again, and that the charge for a replaement card was fraudulent. She told me to send an email to Northlane 's customer support with my ID and proof of address, which I did. Meanwhile, my account is locked and I, yet again, have no access to my money. I believe that Northlane is being negligent with their security measures, since it allowed my address to be changed despite my specific request for it to not be, and a written notice on the account that my address not be changed. 

I am now stuck in another instance of fraud that was allowed to happen, so I cant access my funds and I can not transfer my money away from this account onto my personal account. I am also now dealing with another fraudulent charge that I will have to file a fraud form with Northlane again. This process took 3-4 months to get resolved the last time it happened in XXXX, with most of the effort on my end to get resolved. Northlane has demonstrated negligence with their security measures, and I am being burdened with the consequences of their negligence. 

**I am including a screenshot of my account profile. The address shown is not my address ; this address is of the person or persons who hacked my account. Note the attention comment reading " Do not update address '' which has been ignored on multiple occasions, apart from this current date XX/XX/XXXX and the fraud that occurred in XX/XX/XXXX XXXX

Company response to consumer: Closed with monetary relief