Consumer complaint received 2024-06-30 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: CA

Complaint narrative:
This was a cash reload to my netspend debit all access account the transaction was done at XXXX per netspends app and authourized retail agent for the reload via netspends mobile app that generates the barcode for the transaction. Yet netspend is not raising a finger to investigate other than look at my account like I did and see there is no deposit. I attached the email from me to netspend and their response which is unacceptab ; e I sent XXXX copies of my card front and back as they stated I had to do I sent the barcode and the receipt I am writing to bring to your attention a critical issue that occurred on XX/XX/year>, which has left me deeply concerned and frustrated. I kindly request that you prioritize this matter and provide me with a swift resolution. 
On the aforementioned date at XXXX XXXX, I visited a XXXX store near my location to make a cash deposit to my Netspend card. Despite receiving a receipt and an activation card, the deposited amount did not reflect in my account. Despite waiting for an hour, there was no update on the transaction. Consequently, the store manager contacted the corporate office to seek information regarding the status of the transaction, as they had done in similar situations previously. Astonishingly, the XXXX representatives claimed to have no knowledge of the matter, leaving us at an impasse. 
I wish to emphasize that on XX/XX/year>, at XXXXXXXX XXXX, I made a deposit of {$500.00} that is yet to be credited to my account. It is disheartening to note that neither XXXX nor Netspend has made any effort to investigate or track this transaction. This has resulted in a distressing and unacceptable situation where I remain without access to my funds. I was informed that it could take up to 12 weeks to receive a response, which is an unreasonably lengthy timeframe. 
Subsequently, I reported the issue to Netspend, but their response was far from satisfactory. Their instructions were limited to logging into my account, where it is evident that no deposit has been made. It is disconcerting that despite following the Netspend app 's guidelines, utilizing their suggested retail reload location, and employing their barcode generator, no party is willing to assume responsibility for rectifying this issue. As Netspend played a significant role in facilitating the transaction, it is their duty to assist in locating the missing funds. Regrettably, their lack of initiative and refusal to further investigate the matter is deeply disappointing. 
Upon reviewing the email correspondence I received from Netspend, it is evident that they place the sole responsibility for resolving this matter on me. They fail to acknowledge their potential fault in accepting the funds and their inability to identify any errors in the transaction process. I complied with all the instructions provided by the Netspend app, only to find myself without my hard-earned money. This level of negligence and unwillingness to fulfill their obligations is both frustrating and unacceptable. 
I firmly believe that Netspend should conduct a thorough investigation into their end of the transaction and track the barcode that was used. The use of barcodes should not result in untraceable cash deposits. I followed their recommended procedures diligently, yet I find myself in this unfortunate situation. It is disheartening to witness the lack of accountability and professionalism displayed by Netspend throughout this ordeal. 
Furthermore, I must express my dissatisfaction with how XXXX corp office has handled this matter. Despite opening a case with them, I have been informed that it may take up to 12 weeks to receive a response. This delay is unacceptable, particularly given the urgency and severity of the situation. Additionally, I have not received any confirmation of receipt for the emails I sent, despite providing all the necessary documentation. 
The only individual who displayed any level of assistance was the XXXX manager at the location where the deposit was made. We spent three hours attempting to reach the appropriate person to address this issue, but unfortunately, we were unable to obtain any answers regarding the responsible party for tracking these transactions. This lack of transparency and accountability is incredibly frustrating. 
Given the gravity of this situation, I insist on an immediate investigation into this matter. The negligence displayed by both XXXX and Netspend is appalling, and it is crucial that a resolution is reached promptly. I implore you to treat this matter with the seriousness it deserves and ensure that the missing funds are located and credited to my account without further delay. 
I eagerly await your prompt attention and a satisfactory resolution to this issue. It is my hope that you will rectify this situation, uphold your responsibilities, and restore my trust in both XXXX and Netspend.

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