Consumer complaint received 2023-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Netspend Corporation
State: VA

Complaint narrative:
On XX/XX/2023 a transaction of {$500.00} was taken from my Netspend card I never received a notification saying that my card was in use or had been swiped etc.. and I wasnt aware that I had lost my wallet with all my cards in it. From XXXX XXXX XX/XX/XXXX, a various amount of transactions were charged to my Netspend card so I made calls and sent emails to Netspend telling them the transactions didnt belong to me. I was extremely frustrated because Im XXXX  and this is my first time being on my own independently so things are already hard, the money stolen from me was my rent money and money for other bills I had to pay. I sent email after email and I spoke to at least XXXX different people who said they would review the claim I disputed. Time is going by and no one has contacted me back about anything Todays date is XX/XX/XXXX I just received mail from Netspend in the middle of last week. That date was XX/XX/XXXX. They then told me they reviewed my account and couldnt find anything concerning or pertaining to fraud or any fraudulent transactions on my account. That should be false because I personally only made XXXX transaction on my card because my budget was tight and I knew I only have {$20.00} to spend outside of rent money and I used that {$20.00} on XXXX pay for my cat at XXXX and the total was only {$16.00} after that I hadnt used any money my card because I didnt need to. The last place I seen my wallet physically was in XXXX and I knew that so I called and filled a dispute with the bank only for them to say they cant do anything. I spoke to a lady told her this exact situation and she said okay theyre going to close the account and send me out a new card. I would then have to use the new card to make a new account once activated, And then anything disputed would come to my new account.. I then I got XXXX new cards that were linked to the same account so basically the lady I talked to lied to me on the phone. Ive been going through this since XX/XX/XXXX and its honestly been a lot for me and my mental. I am emotionally and mentally not okay with whats been going on and how nothings been handled on my behalf. In the files below I attachment a photo of the transactions that dont belong to me and money thats was taken from me the XXXX XXXX  transactions total up to {$580.00} my card was linked to my XXXX XXXX  and whoever got ahold of my wallet were able to transfer funds some way someone how. I also called and spoke with XXXX XXXX support because they sent me a message saying my number and email was unlinked from XXXX XXXX due to fraud activity. When I got ahold of someone through XXXX XXXX support they were asking me for the number and email linked to my account and I explained to them that they were unlinked due to fraud activity and that there was a new email linked that started with *jos* and that email doesnt belong to me my email and the email that was previously linked started with *tah* and they proceeded to ask for my bank card number because that was the card linked and being used on file. I gave them the number because I had the card in my XXXX  wallet but because I couldnt give them the new email and number linked to the account ( even though I explained to them the messages that were sent from XXXX in the middle of the morning between XXXX while I was in bed sleeping ) they cant help me. After, because of Netspend overdraft service I was changed an additional {$100.00} of money that I didnt have and that put my actual bank account in the negatives- {$140.00}.

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