Consumer complaint received 2024-08-13 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:
On, or around, the XXXX of XXXX, XXXX, I deposited {$300.00}, on each one, of the two Netspend debit cards, that I currently had. My deposit was made, at the only location, I had applied money, to my prepaid cards, for the past three years, which is the XXXX XXXX, located about five minutes from my home. I waited the thirty minutes, that I usually receive notice of, after depositing money, through text message, before using either card. After thirty minutes had passed, I sent {$35.00} to cash app, in order to pay it to a friend of mine, who was picking up a couple items I needed, that her job carried. Because I was familiar with the text message after a deposit is made, I didnt take notice, I never received one at all, that confirmed my deposit, as well as give me the instructions of waiting thirty minutes, before making a transaction with the funds I had just deposited. 

The other NetSpend card, was used for most all of my purchases, but the one I used to send the {$35.00}, I had not used, since that purchase, when a couple of nights later, the automated system, told me the balance was zero dollars. 

this card since that night, when two days later, I was learning for the second time, a NetSpend debit card had been compromised, and on or around, XXXX of XXXX, I contacted Netspend immediately, after calling their automated system, and said I had a balance of zero dollars. 

I gave my statement to the representative handling this situation, that I had not given anyone permission, nor did I do any of the transactions, that occurred sometime after, the {$35.00} transaction, that I did in fact make. The representative had asked me, if I gave someone by the name of XXXX permission to transfer any funds from my debit card, to another debit card, or if I had transferred money from one debit card to another one. 

After expressing to the representative, I had not known anyone by the name of XXXX. I was taken aback a bit, because it had not even been thirty minutes later, me and my friend both had overheard, one of the cashiers, from the same XXXX XXXX, my deposits were made, asking another associate, if XXXX had already left. 

I gave this statement to the representative of the fraudulent department, with Netspend, when I called back, two days after speaking to the initial representative. I was instructed to make this call back to Netspend, due to the charges made on my card, still pending, that had been compromised. At this time, I again, made a very clear statement to the representative, I had not made this transaction, nor had I given anyone permission to make any transactions on my Netspends debit card. 

I followed up with Netspend, on several different occasions, only to learn they made a decision, an investigation pertaining to this situation, was not necessary. I received a letter from Netspend, to an email account, I know longer have access to, and I can not attach either of the three letters, I received in total. 

However, the first letter explained to me, that they found no tampering on my account, and that the transaction had been made, from a device, known to belong to me. 

I immediately recalled, that I did start to piece a lot of things together, involving a used laptop. I had recently purchased, about a week prior to the first time my card had been compromised, and I started to explain to the second representative from the frauds department, all of the strange things that had also occurred, with the laptop.

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