Consumer complaint received 2026-04-13 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Netspend Corporation
State: OH

Complaint narrative:
Good Afternoon, Please see the XXXX letters below, one to the card Merchant and the other is the formal complaint being filed regarding : what XXXX documents actually prove what they do not prove the incorrect dispute reason code the active itinerary/ not cancelled point the publicly reported system date-shift issue ( the additional context I asked for ) the notice of potential CFPB escalation -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Final Letter to Netspend ( Supervisory Escalation ) Subject : Formal Rebuttal and Supervisory Escalation Request Claim XXXX Hello, Thank you for providing the documentation submitted by XXXX regarding Claim XXXX. After reviewing the materials, I respectfully dispute the conclusion that no billing error occurred and request that this claim be escalated for supervisory review. My dispute was never about whether a ticket existed or whether transportation service was available. My dispute concerns an additional charge that was applied when correcting a booking error that occurred due to XXXX platform altering my selected travel date during checkout. Specifically, I was charged {$150.00} ( {$75.00} of that as a cancellation fee ) for correcting a same-day booking error that was not caused by me. The trip was not cancelled. I corrected the return date immediately after purchase in order to fix the incorrect date that appeared during checkout. When I visited the XXXX terminal and spoke with a customer service representative, I was advised that correcting the date on the same day should not result in a cancellation fee. Based on that guidance, I proceeded with correcting the booking. The itinerary associated with the ticket remained active after the correction, confirming that the trip itself was not cancelled and that the fee resulted solely from correcting the booking date. After reviewing the documentation XXXX submitted, the materials appear to establish only the following. What the merchant documentation actually proves A ticket booking was created and issued A confirmation email and itinerary were generated XXXX maintains general Terms and Conditions on its website The merchant states that the service was available and that an e-ticket was issued These points were never in dispute. What the merchant documentation does not prove That I authorized a cancellation of the ticket That I voluntarily cancelled the trip rather than correcting an error That the {$75.00} cancellation fee was disclosed at the time of the correction That I explicitly agreed to the cancellation fee before it was charged That the booking change originated from my actions rather than the system issue I described That the correction occurred outside any same-day correction window The documentation appears to rely primarily on general policy language rather than transaction-specific evidence demonstrating that the cancellation fee was properly disclosed and authorized. Additionally, the merchant appears to have responded under Reason Code 13.3 ( Not as Described / Defective Service ). However, my dispute does not concern whether the service existed or whether a ticket was issued. My dispute concerns the additional cancellation fee that was charged when correcting a booking error. Additional Context The issue I experienced also appears consistent with publicly reported complaints regarding XXXX booking platform in which the travel date can change during checkout when seat availability shifts. In those situations, customers discover the incorrect date only after completing the purchase and must then correct the booking. When the correction is made, the system processes the change as a cancellation and automatically applies a cancellation fee. This behavior is consistent with the situation I experienced. I selected the correct travel date during booking, but the final checkout screen reflected a different date. When I corrected the booking on the same day to align with my familys travel plans, the system applied a cancellation fee even though the trip itself was never cancelled. Because this issue appears tied to the merchants booking platform rather than a voluntary cancellation, I believe the cancellation fee was improperly applied. For these reasons, I respectfully request a supervisory review of this claim and reconsideration of the determination that no billing error occurred. As a long-standing Netspend customer since XXXX and I have never had an issue like this, I am requesting a fair evaluation of the circumstances surrounding this charge. If this matter can not be resolved through Netspends dispute process, I will pursue further review through the Consumer Financial Protection Bureau ( CFPB ) so that an independent regulatory body may evaluate whether the dispute investigation adequately addressed the facts presented. Sincerely, XXXX XXXX Account # : XXXX Claim # : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Final CFPB Complaint Letter Subject : Complaint Regarding Netspend Dispute Investigation Claim XXXX I am submitting this complaint regarding Netspends handling of a dispute involving a XXXX transaction totaling {$150.00}. The dispute concerns a {$75.00} cancellation fee that was charged when I corrected a booking error on the same day of purchase. The trip was not cancelled. I corrected the return date because XXXX website altered the travel date during checkout. When I visited a XXXX terminal and spoke with a customer service representative, I was advised that correcting the date on the same day should not result in a cancellation fee. However, when I corrected the booking online, XXXX charged me {$150.00}, including the {$75.00} cancellation fee. The itinerary associated with the ticket remained active after the correction, confirming that the trip itself was not cancelled and that the fee resulted solely from correcting the booking date. I filed a dispute with Netspend explaining that the fee was not authorized and was applied when correcting a system-related booking error. Netspend later closed the dispute after receiving documentation from XXXX. However, the documentation provided does not address the actual issue being disputed. The merchant documentation only demonstrates that : A ticket was issued A confirmation email and itinerary were generated XXXX maintains general Terms and Conditions The merchant states that the service was available and an e-ticket was issued These points were never disputed. However, the documentation does not demonstrate that : I authorized a cancellation I agreed to a {$75.00} cancellation fee The cancellation fee was disclosed at the time the correction was made The booking change originated from my actions rather than a system error Additionally, the merchant appears to have responded under a dispute category related to service description rather than an improper fee dispute, meaning the documentation focused on proving that a ticket existed rather than whether the cancellation fee was properly authorized. Additional Context The issue I experienced also appears consistent with publicly reported complaints regarding XXXX booking platform in which travel dates can change during checkout when seat availability shifts. Customers often discover the incorrect date after purchase and must correct the booking. When the correction is made, the system processes the change as a cancellation and applies a cancellation fee. This pattern is consistent with what occurred in my case. I selected the correct travel date during booking, but the final checkout screen reflected a different date. When I corrected the booking on the same day, the system treated the correction as a cancellation and charged a cancellation fee even though the trip itself was never cancelled. Because the decision appears to rely on general merchant policies rather than transaction-specific authorization for the fee, I am requesting that this matter be reviewed to determine whether XXXX dispute investigation adequately addressed the disputed charge. Sincerely, XXXX XXXX XXXX XXXX # : XXXX

Company response to consumer: Closed with explanation