Consumer complaint received 2026-01-11 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: TN

Complaint narrative:
On XX/XX/XXXX I realized my account had several unauthorized transactions totaling up to {$870.00} I immediately filed a dispute canceled the card. I took a look at the transactions and realized my ex girlfriends name was on most of the cash app charges and there was a few to her friends XXXX. A couple to some inmates phone account. Those were all signature purchases and money transfers. There was also 3 or 4 PIN transactions which means she had to of slipped my card out my wallet while I was asleep or however she done it. I immediately let Netspend know her name and that she was the one responsible for the unauthorized transactions. They thanked me for that information and said my account would be credited on XX/XX/XXXX. However when XX/XX/XXXX came they didn't credit my account instead they closed my dispute and only approved on of the transactions for {$3.00} and said no error had occurred. I called and spoke to a supervisor and told them there must be a mistake that her name is clearly all over the charges and I asked how they came to this decision and he said that they talked to the merchants and they said that everything was good on their end. That made no sense to me how would a online merchant like XXXX XXXX know what's going on on the consumer end? When I brought this to his attention he agreed with me and said they were going to continue the investigation. I then asked if that was the case then can I have my provisional credit and he kept saying dispute is closed and that I wasn't eligible for the credit but if they are continuing investigation then I would be eligible. I believe he was just stringing me along. So I called back and tried to speak to another supervisor but was hung up on several times. I finally spoke to someone who claimed to be from the dispute department who gave me a bunch of nonsense excuses. But she finally said that the reason my dispute was denied was the PIN purchases that were on the claim. I informed her that if I disputed the PIN charges it's because I did not authorize them. Itold her since they are investigating the claim then they need to contact the merchant and ask for surveillance photos and they would clearly see it wasn't me. I also read the terms and conditions I agreed to when first opening this account and there is a XXXX Zero Liability policy that says that me the customer is not liable at all for unauthorized transactions. I told them over and over I did not authorize anyone to use my card that my card details was stolen by my ex girlfriend. I contacted the police and they told me to wait for what netspend was going to do before they move forward. I am a victim but they are treating me like I'm lying. That account was set up from my part time job I was working to save for XXXX so I rarely checked the balance because out of sight out of mind. And I also contacted XXXX and they said that netspend was responsible for handling the zero liability policy. I told netspend this and they said XXXX is responsible. The people at netspend are just lying to me. Pls help me get my money back I worked hard for that. And I had to go to XXXX XXXX XXXX  this XXXX so my daughter would have something to open all because my ex is a thief. thank you

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