Consumer complaint received 2024-04-03 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Netspend Corporation
State: WA

Complaint narrative:
on XX/XX/2024 around XXXX XXXX I, XXXX XXXX, just tried to order XXXX XXXX XXXX online and my prepaid, paypal card, that had {$95.00} on it, got declined and kept telling me i had the wrong zip code. I tried again, and again, it declined for wrong zip code. So, I call paypals customer service phone number from the back of my prepaid paypal debit card, I enter the card numbers into the phone system, it accepts it, it then asks for my full XXXX digit social security number, I enter it in, it declines it. twice, then put me through to a live agent. the agent gets on the line, asks me the persons full name she was speaking to, so i tell her, my name is XXXX XXXX. she then asks me what the name on my prepaid paypal card shows, i then answer and say, XXXX XXXX. She says this information is wrong. so double confirm, she asks to tell her again, what the full name on the card shows, that i have in my hands. I say, again, MY name XXXX XXXX, which is the name on the card. The agent then tells me, okay sir. you'll have to call back, when you have the right information. The information that you are telling me, is not the information thats entered into the system and what im seeing on my end. So, unfortuntely, because you dont have the right information that i need to confirm, you can call us back, with the correct information. ( in my opinion, she was insulting me there, as if I call back tomorrow, my name is going to be different ) but it isnt, and wasnt. Thats what i said, just that. and asked her, this is not concerning you that clearly someone has gotten all my identity information and has changed all my information on my account so they could take my money off this card because there isnt the XXXX $ exactly on the card anymore. the agent tells me, sir i can not tell you wether it does or not until you confirm the other information, that you couldnt match with earlier. So i Just told her, okay yeah, your not even directing me into starting a fraud claim or ornothing not trying to confirm anymore investigative questions, to try to realize that i have been a victim of identity fraud. someone has my identity information, and ended up getting my paypal information, and then got into my account, and changed all my information to theres. so wouldnt they want to get to the bottom on wether or not the persons inofrmation that was showing, is actually in fact, the theif. just seems kind of strange to me for paypal agent to just not even say anything other than, when i have the right information call back, not asking anything about trying to find out whats happening here and why i have a card that doesnt match all the information that was entered in to be able to activate and use this paypal card. when i called to activate it, it made me put in a lot of information, thats is sensitive to, making me a victim of identity fraud. i would like paypal to be investigated on this matter please.

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