Consumer complaint received 2024-10-11 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: GA

Complaint narrative:
Before Hurricane Helena on XX/XX/year>, I was able to access my Netspend checking account on my mobile app and check my transactions and deposits, all looked fine. On XX/XX/XXXX we lost power, cellphone service, and internet this has lasted for over a week now for some areas. During this time I was unable to call or gain access to my account through my tablet and cellphone. I couldn't use my debit card because we had no power. So cash was required to be used with some merchants that were open during daylight hours during this time for needed food and gas before curfew starting from XXXX every day waiting in long gas lines with some and almost all stations out or didn't open. On XX/XX/XXXX I drove 15-20 miles and found a store where we could get some cellular service to make important phone calls I called Netspend because my debit card declined when I tried to purchase some food. I was placed on hold for over an hour and a half waiting to speak with an agent. I went through the verification process with four agents, including the fraud department. I had to explain my situation to them several times that I was not able to verify anything that they sent to me by email and my phone was damaged I had to call them using my daughter 's phone number and her information was verified. They finally released the hold on my card and gave me my account balance. I had to hold on to all my receipts when making any purchases because I couldn't access my account that day. On XX/XX/XXXX our electrical power was restored and internet services and I verified my account and purchased another phone. Because of not having cellular service and replacing my phone, it took a couple of days for my phone to update my messages and emails. On Tuesday, XX/XX/XXXX at XXXX XXXX  I received a text message on my phone that a card ending in XXXX was now activated. I called Netspend right away to let them know that I did not open a new card. Well, I was transferred to 4 different agents and went through the verification process with each one, providing the text message information and an email with an unauthorized phone number attached to my account changing my transaction alert messages again. I noticed there was some hesitation when I gave my information. Each time I asked for recent transactions and available balance and I never got any information even from the Fraud department. They closed my account and stated that It would protect it from getting any more transactions and they would send me another debit card that would link to a new account and my funds would be transferred into that account. I should receive that card expedited in 1-2 business days by Thursday, XX/XX/year>, XXXX. I received the new card, followed the instructions on the packet, and opened the new account. I called Netspend to try and recover or transfer my funds but to my surprise I had a negative balance of over {$240.00}. I asked what happened to my account and was transferred to another department to file a dispute claim and was on hold for about 30 min. Finally, an agent came on the line and finally reviewed all transactions on my account and over {$500.00} was taken from my account someone stole from another state. I was crushed by this again this being the 4th time within 3-4 months being issued a new card each time. Now I have to wait an additional 7-10 business days while they investigate. In the meantime, me and my family need food, medicine, and gas not to mention to pay bills that we were unable to pay due to the lack of power and internet services due to the hurricane. I have been treated more like a criminal and the criminal who took my hard-earned money that I have worked so hard for to meet my family 's needs is sitting pretty. All I got from them was an " I'm so sorry '' like that was going to help and comfort my family 's needs. This is the 4th time within 3-4 months that I have gone through this with Netspend and this situation has raised red flags for suspicious activity with them because I have taken all measures to protect my account by setting fraud alerts that are offered by Netspend and I still got robbed. They can keep their apologies and excuses and to the real criminal that took my money I have just one word for you " KARMA ''.

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