Consumer complaint received 2026-03-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Netspend Corporation
State: NC

Complaint narrative:
On XX/XX/year>, I received text alerts notifying me of three unauthorized transactions totaling {$320.00} on my Netspend account. I immediately contacted Netspend and was informed that I could not file a dispute until the charges had fully posted to my account. During that call, I was told I would have to wait until XX/XX/year>, before I could request or receive provisional credit. I specifically asked the agent to confirm whether I had to wait until XX/XX/XXXX before any credit could be provided, and I was told yes. On XX/XX/year>, after the charges posted, I contacted Netspend again and formally filed my dispute. During this second call, I was again informed that I would have to wait until XX/XX/XXXX before I could submit written documentation in order to receive provisional credit. I specifically asked if I had to wait until that date before I could receive provisional credit, and the agent confirmed that I did. On XX/XX/year>, I received a message from Netspend stating that I was required to submit written confirmation within ten ( 10 ) business days of my oral dispute in order to be eligible for provisional credit. The message further stated that because written confirmation was not received within that timeframe, provisional credit would not be issued. At no time during either phone call was I informed that written confirmation was required within ten business days. Instead, I was explicitly told on both occasions that I had to wait until XX/XX/XXXX before I could proceed with written documentation for provisional credit. Based on the information provided to me by Netspend representatives, I followed their instructions exactly. As a result, I have now been denied provisional credit and informed that I must wait up to 45 days for the investigation to conclude before my funds are returned. I believe I reported the unauthorized transactions in a timely manner and relied on the guidance provided by Netspends agents. On XX/XX/year>, I contacted Netspend for clarification regarding my dispute. During this call, I was informed that I would have to wait until XX/XX/year> before I could potentially receive my funds. This represents approximately 45 days from the dispute filing date. When I requested escalation to a supervisor, I was placed on hold for over 30 minutes. After waiting, the call disconnected with an automated message and no resolution was provided. This prevented me from obtaining clarification or supervisory review. As of XX/XX/XXXX, I remain within ten ( 10 ) business days of my XX/XX/year> dispute filing. I was previously instructed by Netspend representatives on XX/XX/XXXX and XX/XX/XXXX that I could not submit written confirmation or request provisional credit until XX/XX/year>. Based on those instructions, I acted accordingly. I submitted written confirmation to the following email addresses : XXXX, XXXX, and XXXX and formally requested provisional credit as I was told by the agent I could email the company on XX/XX/XXXX call. I am requesting regulatory review to determine whether Netspends handling of the provisional credit timeline complies with Regulation E requirements.

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