Consumer complaint received 2026-03-04 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Netspend Corporation
State: LA

Complaint narrative:
On XX/XX/XXXX, I opened a dispute regarding a merchant transaction in the amount of {$130.00} on my Skylight XXXX prepaid card account. I was informed that I was not eligible for provisional credit due to the type of dispute. I was also told that a chargeback had been filed and that I would receive documentation within 10 days. I never received any written documentation, follow-up, or updates regarding the chargeback. It is now XX/XX/XXXX, and the dispute remains unresolved. Additionally, because the disputed amount has not been resolved, I have been charged {$11.00} in overdraft and decline fees, including multiple {$1.00} decline fees. These fees stem from the unresolved transaction and should not have been assessed while the dispute is pending. I have contacted customer service multiple times but have not received a clear resolution or written explanation of the status of my dispute. I am requesting : A full written explanation of the dispute status Copies of any chargeback documentation Resolution of the original {$130.00} dispute A refund of the {$11.00} in related overdraft and decline fees If this is for CFPB instead of XXXX, tell me Ill slightly adjust the tone to make it more regulatory-focused. cfpb Here is the CFPB-optimized version. This one is more regulatory and direct, which is what gets compliance departments moving : On XX/XX/XXXX, I filed a dispute regarding a merchant transaction in the amount of {$130.00} on my Skylight XXXX prepaid card. I was informed that I was not eligible for provisional credit due to the type of dispute. I was also told that a chargeback had been filed and that I would receive documentation within 10 days. I never received any written documentation or formal notice explaining the status or outcome of the chargeback. As of XX/XX/XXXX, the dispute remains unresolved. Because the disputed amount has not been credited or resolved, I have also been charged {$11.00} in overdraft and decline fees, including multiple {$1.00} decline fees. These fees are directly related to the pending disputed transaction. I believe the company has failed to provide timely written communication, documentation of the chargeback, and proper resolution of my dispute in accordance with prepaid account error resolution requirements. I am requesting : A written explanation of the investigation findings Copies of all chargeback documentation Resolution of the {$130.00} disputed transaction A refund of the {$11.00} in related overdraft and decline fees When you submit, choose : Product : Prepaid card Issue : Problem with a purchase shown on your statement Company : Skylight Financial or Netspend ( whichever appears ) This type of complaint usually gets routed directly to their compliance/legal department, not regular customer service. If you want, I can also tell you what response to expect and how long it usually takes. also in XXXX and XXXX i was told i would receive chargeback info within 10 business days never did Here is your updated CFPB complaint including that detail clearly and professionally : On XX/XX/XXXX, I filed a dispute regarding a merchant transaction in the amount of {$130.00} on my Skylight XXXX prepaid card. I was informed that I was not eligible for provisional credit due to the type of dispute. I was told that a chargeback had been filed and that I would receive documentation within 10 business days. In XX/XX/XXXX and again in XX/XX/XXXX, I contacted customer service for updates. Each time, I was told that chargeback documentation would be sent to me within 10 business days. I never received any written documentation, formal notice, or explanation regarding the status or outcome of the chargeback. As of XX/XX/XXXX, the dispute remains unresolved. Because the disputed amount has not been credited or resolved, I have been charged {$11.00} in overdraft and decline fees, including multiple {$1.00} decline fees. These fees are directly related to the pending disputed transaction. I believe the company has failed to provide timely written communication, documentation of the chargeback investigation, and proper resolution of my dispute in accordance with prepaid account error resolution requirements. I am requesting : A written explanation of the investigation findings Copies of all chargeback documentation Resolution of the {$130.00} disputed transaction A refund of the {$11.00} in related overdraft and decline fees

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