Consumer complaint received 2025-06-05 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Netspend Corporation
State: CA

Complaint narrative:
So I open an account with NetSpend XXXX XXXX XXXX XXXX. I had my income tax return sent to this account and from the moment that it arrived I had issues the first time I tried to use my card it was restricted for fraud the very first time I ever try to use it I had to call multiple times to get this restriction lifted only to have it placed upon my account again once I tried to use the car again this went on for about 3 days then finally I got them to lift the restriction and I was actually able to use my card for a couple of transactions and a restriction was put on it again and somehow while there was a restriction on my card a lot of charges and transactions were made on my account that we were not authorized by me the account was restricted I couldn't even authorize them if I wanted to in fact when I when I made the dispute online through their app I had the card canceled physical card was canceled and the only thing that was registered to my account was a digital card a digital card which is not allowed to be used anywhere else except for online not a physical location I paid {$25.00} fee for a new card to be Express shipped to me during this time of waiting for a new card to be shipped to me transactions were made but I did not authorize at physical locations which I didn't even have a physical card attached to my account only an online account virtual card which should not have been able to be used at gas stations and XXXX  and everywhere else that are physical locations when I finally got my card and activated it and was able to sign back into my online account that's when I found out everything that happened I immediately called NetSpend on on I chose 42 transactions that were made unauthorized by me and submitted my dispute ever since then I've had nothing but excuses and problems with NetSpend they have completely completely ruined my face in them and I no longer want to run anything through them but while waiting for my dispute to go through I was given the runaround the provisional credit that was supposedly given to me was instantly debited off my account right after it was debited to my account with claims of because it was my fault that I did not submit the correct documentation within 10 days of making an oral dispute over the phone which I did not do I made it online which their policies clearly say if you make this dispute online no further documentation is required on top of that I have received multiple emails stating that errors were found and that my claim is valid yet no money has been credited to my account and it's been more than a week I have all the emails and everything to prove and back my statements I will be submitting them as well along with this complaint dates amounts everything else is on there except for counting account number and the claim number has been erased for obvious reasons but everything else is there

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