Consumer complaint received 2021-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Netspend Corporation
State: OH

Complaint narrative:
Hello my name is XXXX XXXX and I am having problems with Netspend which has XXXX. I have attached emails from XXXX XXXX In XX/XX/XXXX I had {$10000.00} removed out of my account and my stimulus money sent back to the IRS. I opened my checking account with XXXX in Netspend in XXXX or XX/XX/XXXX. I later added my ex fianc XXXX XXXX to my account. XXXX XXXX owed me almost {$14000.00} that I loaned him. He agreed to have his Social Security deposits put into my checking account until he had paid me what he had owed me. XXXX XXXX finally gave me all the money that he owed a me. I then had him removed off of my account on XX/XX/XXXX. XXXX and I parted ways and on XX/XX/XXXX XXXX XXXX had a female call and say she was me because XXXX XXXX has all of my personal information. And she requested that all Social Security deposits in XXXX XXXX name be reversed out of my account. I was going XXXX shopping and thats how I discovered that my card had been compromised I immediately called I have been trying to get my money for almost a year now and I have gotten no where.So I called Netspend and they told me that all the deposits were reversed Back to Social Security and I had to contact XXXX XXXX and get my money back from him. Now do you really think he was going to give me my money back after he had it transferred out of my account? That was not going to happen. So being very irate I called over and over and over and over again ever series of days and weeks and talk to different people and all they told me They would have corporate call me back yeah they called me back all right from a blocked phone number and they said they were going to call anywhere from 1 to 3 days well I dont keep my phone in my hand so I guess I missed them once or twice and I finally got a hold of them well needless to say I was not very nice on the phone because this is extremely a lot of money to me and Ive almost lost my home and livelihood because of this. XXXX XXXX has called and said that I stole money from him and made up a bunch of XXXX because he scared that hes going to get in trouble for what he and some girl did. So I talked to several people in corporate and I have entered that paperwork for you I also contacted a federal lawyer who is a friend of mine and asked him if the bank was allowed to do that! He said absolutely not. That if he was removed off of my account he can not do that a Social security deposit can not be reversed or garnished. he also informed me that it didnt matter where the money came from Once the money was in my account that is my money XXXX XXXX was hurt because we had split up. So do you see my frustration? Now my sister and I recently contacted them again and talk to XXXX you have her information she informed me that she was going to pull the recording of the phone call on XX/XX/XXXX and compare voices and resubmit the evidence to their fraud department or legal department that was two weeks ago I have called her repeatedly and asked her for a copy of the decision of the investigation of why my complaint was denied and I still have not gotten it I was also informed by her that someone called in and had my email changed on my account XXXX To XXXX. And I told XXXX XXXX that I never called in and had my email changed and she said that probably explained why I hadnt gotten any correspondence from them. So she said she was going to pull the tape recordings. Needless to say I have not heard from her nor anyone else from Netspend or XXXX and I have yet to receive any paperwork. And there are federal laws and statues pacifically states that Social Security can not be reversed. Federal law is the law the last time I checked. I simply dont understand how in the world someone can call over the phone and have money reversed out of someones account XXXX XXXX XXXX not on my account and then I was also informed that the money wasnt actually removed from my account until XX/XX/XXXX of XXXX. I didnt know in the United States of America that anyone thats not on your bank account are used to be can call and have funds taken out of an account that is not yours. This has almost caused me to be financially Ruined. The XXXX person I sent you information on is the person I first talk to you and she was so rude very very rude all the Staff there is rude I really want to go to the media and blast them because people need to pull their money out of Netspend that is crazy that anyone can call and And have funds transferred. They broke the law they XXXX  up they keep changing your story please help me get my money they owe me a total of {$10000.00} XXXX and they also sent my stimulus money back to the IRS and IRS has no record of it thank you for your time I greatly appreciate it you do a wonderful job please make sure a decision and help me XXXX is coming Ive got bills and I am broke. Thank you for your time XXXX XXXX Oh one more thing they told me that someone called and had the money transferred and then about two weeks ago I called and the third shift supervisor on fraud told me that the money had been accessed online and tell me all of the transactions and amounts and now I understand why I couldnt get on my online account I know that you can find IP address and you can figure out what address and what device that was done on I would greatly appreciate it because its sad that people can actually steal money and its OK

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