Consumer complaint received 2024-12-09 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: CO

Complaint narrative:
On XX/XX/year>, someone, at XXXX XXXX, made a transaction at XXXX in XXXX XXXX XXXX XXXX on my Netspend Direct Deposit and stole not just my first monthly check but had me in the hole for nearly XXXX dollars. I was asleep, in XXXX Colorado, when this happened so I didnt know until I woke up that morning. 
I called Netspend, and they told me they couldnt do anything because the transaction was listed as pending. I could not dispute the transaction until it was listed as posted even though I was calling them to tell them that this was fraudulent. They didnt care. I asked the girl I talked to how Im supposed to pay my rent. A XXXX shrug and a glib Im sorry. I get XXXX and Social Security because I have XXXX, agoraphobia, and major XXXX, along with panic attacks as well. Needless to say my life is ruined. 
I wasnt able to file a dispute until the transaction became posted on XX/XX/XXXX. 
So I try to get in touch with the XXXX. The snotty, stupid girl I finally got after being on hold then requesting a call back hours later tried to get me to apply for their XXXX XXXX garbage, which, after coming to this website, Im glad I slammed the phone down on her. She even tried to tell me that my routing number is wrong, and by the tone of her voice seemed to think I was lying. I will never call XXXX again unless I have no other option. That was on either Tuesday or Wednesday before ThanksgivingI have mental issues as Ive mentioned above and have been hysterical ever since this all started. 
I call Netspend again on I think it was this past Tuesday, to make sure that my dispute has been filed and this girl I talked to this time assured me that they are investigating. She said they would let me know by tomorrow, XX/XX/XXXX, on how its going. However, in the confirmation email of the dispute that Netspend sent me they said that in cases of foreign transactions they may take 90 days to resolve it. 
?????????????????????????????????? 

Please help me somehow. Ive tried going to XXXX in person in XXXX CO but they no longer allow walk-ins and when I tried to call them to make an appointment they had me on hold and said it would be an estimated wait time of over 120 minutes. I went online and tried the request call-back feature. I get : Request call back is unavailable. 

Please help! I have no family left but my mother who is elderly and frailwe live together in senior housing and I pay most of the rent. Except XXXX cant pay it now. Mom made a deal with the landlord and paid some down ( she got her money with no issue, she has a local bank account ) and that well pay the rest down laterhowever, we live in Colorado and Im all too well aware that renters here have absolutely no rights.

I am scaredalmost literally to death. I have been extremely upset and was almost suicidal when Netspend refused to stop the fraudulent transaction. I have an excellent therapist who Ive been going to for extra sessions due to this crisis. I am so terrified of being homeless and I cant go through that again ( I was homeless in my late teens and early twenties and am still traumatized by that. ) Netspend sent me a new cardcharging me XXXX so I could get it before the first of XXXX after I reported the other card stolen. I do have the original card in my possession but someone stole it somehow online or made a copy of it or something. Im afraid to activate the new Netspend card because what if this happens again next month? Please help. I have scant supportmy mom and my therapist and friends back East. PLEASE HELP ME.

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