Consumer complaint received 2024-12-26 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Problem using the card to withdraw money from an ATM
Company: Netspend Corporation
State: KY

Complaint narrative:
I get my ssdi through NetSpend. So I was in the hospital and in jai for XXXX XXXX. I am alone with no family, so my ssdi payment kept being applied. So I get released on XX/XX/XXXX, I went to an ATM and checked my account. There was XXXX in my account and the card was active so on the XXXX I bought a phone some clothing and hygiene. I have been alone on XXXX for the last 4 years. My parents and XXXX siblings passed away in 2 years, my girls live in another state, so I go from XXXXXXXX XXXX to XXXX to a casino so I'm not alone, I do n't drive so I hired a Lyft driver and paid XXXX with my car, I didn't take anything with me as I was coming back in the morning, I bought food and used the ATM many times, so I decided to get cash one more time for the driver he agreed to do it on his time, the ATM at around XXXX XXXX declined my card I tried 3 times no luck, I call NetSpend the gentleman name XXXX verified the security questions on my account. He the amount at XXXX, I then said someone tried a online purchase for XXXX or XXXX dollars from a phone number that was on my account a year ago, which didn't make sense I have not had that number for a year, so he said they suspended my card. So I said that was my only source of money, I had no food only the clothes I had on and no coat and it was XXXX degrees and no ride no where to go. He was professional and tried to help, he asked his boss about sending a money Gram I said do it, his supervisor to no because it was Ohio, so I said I will download the app and I can use a virtual card I told him it wouldn't let me update my account because they needed to update the email and phone number they have always done it, what ever reason he said I had to verify the old number and email I said I can't I don't remember them. I was on the phone with him for an hour, so I called back times always getting someone who knew nothing of my situation they all ask me to verify the info I said I don't remember they sorry Mr XXXX we can't help, I spoke to a supervisor who was cussing me, she sent me a message from a a verification site and she said take a picture of the front of your ID and the back I said ok stay on the phone she hung up, I did it never got through to her for XXXX hours and she said it I was not accepted by the company. So she said it's XXXX well deal with it in XXXX days. I was in a panic I said I'm XXXX XXXX XXXX I have no coat no ride no food and I'm in XXXX,, she said our has XXXX good bye. So I walked XXXX miles got a free transit bus to XXXX Kentucky it's only XXXX miles away, where I am now I slept behind a dumpster. They act like I did something wrong. At XXXX XXXX I haven't eaten and I'm sick. This is normally how they act. I worked one job 35 years now my health is bad that money is mine and and all I have.

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