Consumer complaint received 2024-02-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Netspend Corporation
State: NJ

Complaint narrative:
I filed XXXX disputes for unauthorized charges. I filed the disputes as the transaction were posting to the account hence the reason for XXXX claims. XXXX claims were dated XX/XX/24 and the XXXX  claim the following morning when the last pending transactions posted. There were a total of XXXX transactions for a total of over {$8400.00} not including the foreign currency exchange charges. I was told to be able to receive a provisional credit I would need to provide a written notice of dispute. I did and sent it immediately to the dispute department. They told me I had to wait XXXX  days before I was eligible for a provisional credit even though I begged them relentlessly because it was every dime I had to my name and was unable to pay my bills. They assured me several times I would have a provisional credit on XX/XX/24. I worked with my utility companies, car insurance, rent ( landlord ), had to get food from food banks to feed my family. On XX/XX/24 I spoke to a representative that stated I would have the credit in my account in the morning. No credit issued. I called them back and the representative I spoke to on XX/XX/24 assured me I would have the credit between XXXX XXXX CST. No credit. I called back at XXXX and a different representative told me I would have my credit before XXXX CST. At XXXX XXXX  EST I started receiving credit notification via text messages that provisional credit was being applied. At XXXX XXXX  EST XXXX minute later the dispute department debited my account for the {$1900.00} that covered the first claim. They decided to take the first XXXX claims lump them into on claim for the amount of {$6900.00} and closed the claim without any notification. I contacted them immediately and spoke to a representative that falsely provided me information stating that in that XXXX minute they had received information that changed their mind and they were not going to reopen the claim. Claim number XXXX XXXX hours later I received notification they COULD NOT finish the investigation and would need at least XXXX days to complete the investigation and provided me a provisional credit for {$1400.00}. I immediately called and spoke to a supervisor that stated they must have made a mistake and would correct it, reopen the claim and provide the provisional credit because there wasnt any way they could have come to the determination that no errors had occurred on the first XXXX claims when they needed an additional XXXX days to complete the investigation on the last XXXX transactions that posted to the account. All the transactions on all XXXX  claims were on the same compromised debit card, same Merchant ( it was all the same Merchant every transaction ) and the same type of transaction ( international ). I have contacted via email the President of Netspend, multiple emails to the dispute department with no response, contacted the CFO of the company for help as my utilities are up for disconnection. This money was the only money I had to survive off of. I was laid off from my employer and cashed out the money I had in my XXXX XXXX to support my family while waiting on unemployment. If they honestly found NO ERRORS on the first XXXX transactions they would have found no errors on the last XXXX. The supervisor I spoke to today said they closed that out because they didnt want to issue a provisional credit for such a large amount of money. This is completely unethical. I desperately need help my family and my children are going to end up in a shelter if we dont have electricity and heat as my landlord stated we can not live their without working utilities. I continue every day to incur late charges on my rent at {$10.00} per day since it wasnt paid in full by the XXXX XXXX  when the grace period ended. This is a complete nightmare. I have spoken with over XXXX representatives all providing false and misleading information and have been completely blocked from any communication with the dispute department. Please help me. We desperately need intervention to resolve this situation that is deceptive and unacceptable. Thank you in advance for your support.

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