Consumer complaint received 2023-11-30 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: FL

Complaint narrative:
Ive had a netspend account for over 11 years, and for the last couple years and months, Ive experience countless of issues with my card being compromised, but what I just recently endured the last couples of days starting on XXXX XXXX is unacceptable. I have reached out to the president and the law enforcement at Net spend, so they are both aware that their bank system has either been compromised by scammers. 

On XXXX XXXX, I received a text message from netspend at XXXX for a one-time passcode. I did not see the text until the next XXXX. When I decided to check my account through the mobile app, I was not able to log into my account. After several attempts to your customer service department on XX/XX/XXXX, I was able to complete verification process. This is where I learned my XXXX bank cards were compromised and a total of {$350.00} was transfer to another account apparently at XXXX on XX/XX/XXXX that I DID NOT AUTHORIZED. A dispute was submitted ( wait XXXX business days to complete their investigation ) and at that point, they were able to get me access again to my mobile log in, however, my contact number and email address was all changed. The agent mention, someone from risk will contact me. 

On XX/XX/XXXXXXXX XXXX XXXXXXXX, I called the customer service desk again because I received a text message from skrill with the closing of Netspend XXXX which found very alarming, which I have no idea what company this is and how is this company related to netspend. The amount and card number listed is not even accurate. No one from the bank could not explain the message and all I heard was XXXX sorry. Again unacceptable. Then the agent at the time, grants be access again to my account. 

On XX/XX/XXXXXXXX XXXX  XXXX, I could not get into my account and a message popped up to call customer service at Netspend XXXX After speaking with another agent, they informed me the account was flagged and will be required to speak with someone at your risk department. I was transferred to the department and informed again, all cards have been compromised and the department is looking into this further. A security question was updated and still beside myself,, as many times I called after, no one ask me my security question. I informed them I need a new card immediately, and he stated there will be a {$25.00} fee to expedite it. This is very unprofessional and with everything that has happened, I should not have to pay {$25.00} to get a bank card expedited. He then transfers me over to another XXXX  agent to assist with a new card, getting me logged in again to my mobile device and walking me through how to activate my virtual BANK CARD. 

On XX/XX/XXXX at XXXX, I called again because I could not log into my account at this point. Spoke w/ XXXX and all my information, email and contact number has been changed again. I do not understand, every time I call netspend my personal information is constantly being changed or override. 

On XX/XX/XXXX at XXXX ( XXXX ) I received a notification on my cell that a direct deposit was loaded into my account. Within an hour XXXX transactions to New Jersey took place ; XXXX, XXXX and XXXX. How can this be??? How can this happen??? That was my entire paycheck was gone. I called the BANK immediately, been hung up numerous of times. Finally got through and ask to speak to a manager and after explaining to him the events and the manager mention something about a virtual card was activate on XX/XX/XXXX, which is impossible because the card has been order and my virtual card was activated on XX/XX/XXXX. We lost connection. Do you even think, the manager on duty decided to call back. Absolutely not!!!!! Apparently, I must wait until these payments go through in order to process a dispute. My account needs to be flagged, since my account is being compromised back-to-back. 

On XX/XX/XXXX, XXXX XXXX called from the corporate office and explain what took place and that my account was compromise and identity. she put a block on my account and just recently on XX/XX/XXXX an online transfer from an outside account number was transfer to this netspend account which was already block. I learned on XX/XX/XXXX that there was a called to remove the block, which it's being investigating. At this point someone has my personal information, and my information is not being protected at this bank. I have closed this account and waiting until they complete the fraud investigation, so I get refund {$1400.00}.

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