Consumer complaint received 2024-07-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: Netspend Corporation
State: TN

Complaint narrative:
On XX/XX/XXXX I received a notification on my phone stating a phone number I was not associated with nor did I recognize was added to my account and was now receiving my anytime alerts that I typically get when something happens with my bank account. immediately called the Company ( Netspend XXXX XXXX ) & informed them I did not recognize this number nor did I make these changes to my account. As the representative investigated she informed me there was no digital footprint left that could possibly give her information on how or who did this and no real reassurances that this would not happen again since she didnt know how they did it in the first place. The only resolution she could offer was removing the fraudulent phone number which was removed and have me change my login, my email, my password, and my security question which I did immediately. She changed everything while I was on the phone with her other than the password which I changed after the call ended. This representative also charged me {$25.00} to expedite me another debit card because I couldnt have access to any of my funds until I received and activated this new car. I received the new card the next day. I had this card literally XXXX hours when these fraudulent charges came in. I again immediately called Netspend, explained what originally happened to my account and how everything was supposed to be updated and changed so to avoid this very situation Im now experiencing. According to the second rep who was handling the fraudulent charge issue stated my email, the new one, the one it was supposed to be updated to was not what she had Listed, only the OLD email that should have been removed when I called in about the alerts. She informed me it was never actually changed as it should have been apparently and only had my old email listed. The fraudulent phone number from the original issue ( the alerts ) was listed for my contact information and was able to gain access AGAIN and take my phone number completely off the account and place that number on my account for contact info. Mind you this was after the first representative was supposed to change and secure my account. They also were able to create a virtual card on my account on XX/XX/XXXX to make these fraudulent charges without my knowledge. I called in with the first original complaint ( the alerts ) on XX/XX/XXXX. If the rep had done her job properly this individual who had made these fraud charges should not have been able to gain access a second time, make changes to my account and make fraudulent charges using the virtual card they created causing an almost {$300.00} over draft and leaving me with XXXX dollars for at least XXXX XXXXays, possibly XXXX business days with XXXX funds and nothing coming in until at least that time. This could have easily been prevented had she done her job properly

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