Consumer complaint received 2024-04-11 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: Netspend Corporation
State: NY

Complaint narrative:
Dear CFPB/XXXX XXXX XXXX, I am very hurt right now as a Netspend customer. Just experienced XXXX deaths in my family XX/XX/XXXX and XX/XX/XXXX and someone has been using my Netspend account to withdraw monies. This all started om XX/XX/2024. However, Netspend start calling me and sending me text messages during weork or when I was asleep. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX  so therefore my phone is off during XXXX XXXX. I legal guardian of my XXXX school age grandchildren ages XXXX and XXXX and a daughter age XXXX who attends college. I have been working hard and paying graduation dues for XXXX XX/XX/2024 graduations. I am not interested in playing games daily because I am an exhausted grandmother as XXXX yrs. old looking to retire maybe in XXXX XXXX  and raising kids all over again. This Netspend card issue has created a hardship and each time I informed a representative nothing was resolved. However, I wonder when I first brought this to their attention and they unrestricted my card, did they complete the process right. Here is my Netspend card history for the end of XXXX and XX/XX/2024. My emailed letter continues under this attached Netspend history. I am not working today and Friday, XX/XX/2024. 
XXXX XXXX XXXX is from Netspend Corporate Office or Headquarters. 
Sincerely, XXXX XXXX XXXX XXXX XXXX or XXXX XXXX I first recognize something was wrong on XX/XX/XXXX for transactions from XXXX XXXX where I did pay for coins while playing a game called XXXX XXXX XXXX on XX/XX/2024. That was the only time and only once for a purchase of {$4.00}. 

Then everyday since XX/XX/2024 my Netspend card has been restricted and monies has been withdrawn for XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and the XXXX XXXX for {$70.00} on XX/XX/XXXX and I never played these games or authorized these deductions. 
I have constantly called daily Netspend customer service when I could get through asked for a supervisor and was on hold for XXXX XXXX XXXX XXXX, til the point of hanging up frustrated. Seems noone is understanding my dilemma and there are emails and fraud text messages sent to me from Netspend all times of the day. Since the keep happening I spoke to someone in disputes and they suggested a new card would be sent on XX/XX/XXXX. However, I kept receiving fraud dept texting, emailing me, calling back for verification, and I even informed them money transactions were occurring more frequently. On XX/XX/2024 I had a Netspend balance {$590.00}. Next, I cashed my check at a check cashing and the cashier loaded {$510.00} to my Netspend card leaving me with a balance of {$1100.00}. Again on XX/XX/XXXX, I called Netspend to complain about the card restrictions and multiple transactions from my Netspend card. I have check the fraudlent deductions for month of XXXX and XX/XX/2024 and some days there were XXXX XXXX XXXX fraudulent monies transactions for games for {$5.00} and a fee of a {$1.00}, or {$6.00} and a fee of {$1.00} and {$4.00}, and {$7.00} and {$3.00}, and {$5.00} etc. 

I know there is fraudulent activity because today XX/XX/XXXX, I went to XXXX after calling Netspend and talking with customer service and withdrew all the remaining balance of XXXX cents out my Netspend account. 

At XXXX XXXX I withdrew {$300.00} and then {$180.00} which totals {$480.00}. XXXX off yes I am my remaining balance after withdraw the monies from my Netspend card at XXXXXXXX XXXX was {$13.00} and someone stole that too leaving me with a balance of XXXX cents. 
Is there some way to check my Netspend card history and offer a refund of my monies that was fraudulently removed from my Netspend account.

Finally, Can you please give me a call at my phone numbers. I was helped in the past when I had a issue with my Netspend card account and a check I receive from XXXX XXXX and cash it a local check cashing. Thanks for any assistance with this matter. 
Warmest regards. 
XXXX XXXX XXXX Netspend card ending on XXXX ( XXXX ) XXXX or ( XXXX ) XXXX XXXX XXXX : Search, Organize, Conquer

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