Consumer complaint received 2025-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Netspend Corporation
State: WA

Complaint narrative:
The company I am dealing with is NETSPEND I put gas in my car Wednesday card was blocked Thursday I was put on hold multiple times to the same recording it sounded like they would pick up but reroute me to the same beginning recording finally after my phone had died I charged my phone they answered and said my card was compromised because these there was different numbers for a different phone number trying to access my account I had told them that I needed to pay my rent and other bills they insisted for me to close out everything but in order for me to receive a new card ASAP I had to pay {$25.00} for it to arrive in 2 days it took me XXXX days to speak with someone Thursday I'll mind you this was Wednesday Thursday I spoke to someone they placed me on hold again for an hour and XXXX minutes sent me to the phone recording they kept asking me to place the card number and knowing that I didn't have no card number then they asked me for my social security number and they didn't recognize my social security number so I started getting curious so I waited for them for another hour and XXXX minutes and they told me my account was compromised again by the same phone number so I asked them why they had not put a red flag against this phone number and they said well let 's just move on and just put that behind us so I said no I want to know what's going on with this phone number trying to access my account he's like ma'am I'm trying to help you and so I was like okay fine I kind of calmed down but the first person I spoke to I had to pay {$25.00} in order to receive my card in 2 days because I had bills to pay it took me XXXX days to speak to someone okay and I have bills to pay okay so Thursday comes and I call them again and it's the same thing Friday comes I just cuz I had to work I didn't do anything with the card Saturday I get my card out the mail I activated the card on Saturday going to money tree to get my funds all of my funds off the card and they compromise my account again cuz what I was going to do is just close the account because I'm tired of NetSpend messing with my funds I've been with them for XXXX  years and all of a sudden they're starting act funny with my account this happened XXXX minutes after I activated my card I was trying to get all my money off this card and close the account but they froze my account stating that money tree okay so after they froze my account and I talked to this guy for like XXXX hours he told me he can get me a more secure card okay but I can also go and get a temporary card at money tree I go to money tree to try to get a temporary card and they're trying to load it with my social security number and all other stuff they need and my account is froze still he never took the freeze off. okay so now I call them today which is XXXX XX/XX/year> and try to activate the temporary card on my own and they said that they had a problem that my account was froze still and that I tried to close my account I never tried to close my account I tried to get another card so I can access my funds to close this account I never said anything about closing the account and he closed my account I think I'm not sure I never talk to anybody else because after I told them I wanted to speak to a supervisor each time, which was XXXX times I asked them to speak to a supervisor with this problem I have been having with them in these few days they always tell me that there's no supervisor but they place me on hold for XXXX so now I'm waiting for this card because they won't let me open another account on a temporary card so they're freezing my account for no reason I think or they're just saying this stuff to keep my money or whatever it's not much but it's my bill money and I feel stressed out I have okay so I called them back today again I spoke to a female she said that my account have been closed and I told you let me speak to a supervisor she places me on hold I'm on hold for another hour and a half they finally answered the phone my phone 's almost dead again and a guy comes on there but they okay so the first time when she put me a hold of reverted itself back to when I when you first call and to talk to them it goes back to the recording and they ask you to put the card number you blah blah blah they can't find you in the system okay so now a gentleman answers the phone he puts me on hold cuz I asked to speak directly asked to speak to a supervisor he places me on hold for long periods of time I have yet have spoken to a supervisor about this problem and every time I ask to speak to a supervisor about this problem they place me on hold forever or they revert me back to the recording when you try to activate a card or say that you haven't received your card or whatever and put your information in it goes in a circle so I don't know what's going on with this company but I need help

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