Consumer complaint received 2026-03-02 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: Netspend Corporation
State: CA

Complaint narrative:
Today is XX/XX/2026. I am filing another part to my first case ID # : XXXX filed on XX/XX/2026. At this point it has now beenXX/XX/XXXX days since my last phone conversation with Netspend when they told me I would be receiving my check in the mail in XXXX business days. I did not receive an email with confirmation they would be sending me my check, like I expressed to them that I wanted in the last phone call I made to them on XX/XX/2026. I called again to check on the status of my check coming in the mail of the remaining balance in my account that I closed. The woman on the phones name is XXXX or XXXX XXXX ID # XXXX. I again tried to explain right off the bat that I am checking on the status of my check for the remaining balance of my account. She tells me " One moment Ma'am '' ( about every XXXX seconds to a minute she has herself muted ) then she finally comes back on the call to tell me " the account is not closed and there is no check coming in the mail. '' So I explained to her that I closed the account on XX/XX/2026 and have an email confirmation of such event happening and that I want to know when I will be receiving my check in the mail because it is long after the time I should have gotten it. I also explained that I have made numerous calls regarding getting the check with my funds on it and she has no notes or anything based on this information. A lot of " One moment Ma'am '' later ( XXXX times to be exact ) The phone call lasted XXXX minutes * I attached this to the file * She asked me to confirm my mailing address to again " send the check '' and I gave her the mailing address very slow and spelled out everything so there is no communication issue or misspellings and had her read it back to me XXXX separate times during the conversation. She then told me that again " a check will be issued to me within XXXX business days '' I told her I want the check expedited to me because it is long over the XX/XX/XXXX days since I closed the account. This is not the first time I have asked for this. She again told me that is not possible * All of them have told me this except one which said it would take XXXX hours to get that email and I never received it *. I said well someone needs to figure out how to do what I'm asking because I have waited long enough and you guys are illegally withholding my money from me. She is at this point being very short with me trying to get off the phone with me and I again ask for an email stating that I called and requested my check AGAIN. Where she tells me that I can not get a email I just have to take her word for it. Then when going back and forth she begins to tell me again the account is not closed. I reexplained to her that it was closed, I am locked out of my Netspend app, the card doesn't work and when went through the prompts on this phone call when I typed in the last four of the card when it asked it told me the card number that I typed in is linked to an account that is closed and I needed to type in a new one or return to the previous selection of numbers. So its clearly closed and she tells me that a previous agent I spoke to put a block on my account I proceeded to ask her which agent because I have all of their names written down and I would like to know at which point this apparently happened. She then tells me she cant give me that information. This was clearly another lie because I have the " closed account '' email from Netspend the day I closed the account on XXXX XXXX. She said she " has now closed my account and a check will be issued and in my possession within XXXX business days. XXXX make sure everything is correct and will personally send this through so it is delivered to you. '' We again went back and forth about that but she said " I ensure you, you will get the check in the mail in XXXX business days '' I told her alright well considering you cant provide me with anything that states that, I will be calling back in XXXX ( XXXX ) days to confirm that information. She told me again " I ensure that I have closed the account and you will receive a check but you are welcome to call to check on the status of that when you would like '' and we got off the phone.

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