Consumer complaint received 2024-06-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Netspend Corporation
State: CA

Complaint narrative:
I saw that this Netspend card was attached to my XXXX so I decided to use the account again since before the pandemic. Because I did not have the physical card, I asked for a new XXXX so I can start driving XXXX again. 

The automated system verified me using my social security number and PIN of the last card activated. Then when customer service came on the line, they verified me with the same information and then ordered my physical card. They also provided me with a virtual card for online purchases until the physical card arrived. I would then use that to rent a XXXX for driving with XXXX. 

Since it was a while since I used this account, I asked if there were any pending transactions. I was told no so I used the virtual card and transferred some money into the account. Then the next day, I discovered that they placed a block on my account so I could no longer access my deposits. 

In order to have the blocked released, I had to provide copies of my driver 's license, social security card, and proof of address. Which I did reluctantly due to identify theft problems, however, I had been banking with them already so I provided the information. 

On XX/XX/year> they approved my documents and released the block. 

Because I am traveling, my physical card was mailed to my business office and the confidential concierge texted me a front and back image to I can activate it. Once activated I tried to add the new card to my XXXX account but could not. There was another block. 

The customer service rep said they found a pending transaction from a different account so to release the block, I would have to pay the difference, which was {$21.00}, totaling {$75.00}. But since I could not make any transfers due to the block, I had only XXXX option and that is to " LOAD '' my physical card at XXXX. ( See attachments for the recording of this cal The trip to pick up my card and get to a XXXX and back cost me {$50.00} plus XXXX hours but it was the price I would pay to start driving XXXX during the XXXX of XXXX long week. 

After loading the card with the cash to cover the overdraft plus enough to rent a car this weekend. They verified the overdraft was covered however there is still another block. 

To release this new block, they asked me to provide the same documentation as provided and approved on XX/XX/XXXX. I complied because how ridiculous would it be after all this to complain. So, I resubmitted the copies of my drivers license, social security card, and proof of address. 

This time, they rejected the documents. The block is still there. I cant access the deposit I made at the XXXX, I cant drive XXXX. 
I am a retired and dont have a lot of money. I have to drive XXXX to make ends meet, now I dont even have the deposit for investing in the rental, plus I am out {$75.00} plus the {$50.00} from the XXXX trip. This totals {$320.00}. I noticed in the reviews they did the same to a homeless man. They are hurting Americans. See attachment. 

I demanded a closure and the refunding of my account. However, based on the reviews in the attached, I XXXX not receive my deposits for XXXX to XXXX  days, if at all.

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