Consumer complaint received 2025-08-08 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: TN

Complaint narrative:
On XX/XX/scrub>, 2025, an unauthorized transaction occurred through my NetSpend account, facilitated by XXXX to a company named XXXX. I did not provide authorization for NetSpend to allow any withdrawals from my account, yet {$120.00} was taken without my consent. I became aware of this issue immediately, as the sole purpose of linking my XXXX account to my NetSpend account is to send money to my daughter. There have been no other transactions between these two accounts.Okay so I immediately called XXXX and asked, " What's going on? Why is this happening? '' Apparently, I had set up an autopay subscription to XXXX. They refunded my money the same day, but there was a problem with my NetSpend account. The first transaction wasn't showing up on my statement. It had shown initially, but now it wasn't. The only transaction visible was the refund of {$120.00}. 

I really wasn't paying attention to the missing transaction after the refund, as I was just happy to have my money back. I receive direct deposits from school, and that money helps me survive from one deposit to the next. 

On XX/XX/year>2025, I felt a bit nervous about the whole situation, but I was managing.lI paid my bills using the money I had set aside, transferring funds from my NetSpend account while leaving {$30.00} in my checking account and {$70.00} in my savings account. However, on XX/XX/XXXX, I discovered that I was {$100.00} negative in my NetSpend account due to an unauthorized transaction of {$120.00} and another one for {$2.00} paid to XXXX. 

Immediately, I called NetSpend to express my frustration. I wanted to know how this could happen when I wasn't allowed to have any negative balance. I was particularly upset that XXXX was able to withdraw money from my account without authorization, causing me to go {$100.00} in the negative. As a result, they took my last {$30.00}, and my {$70.00} in savings was still untouched. 

Additionally, I noticed that I was being charged {$3.00} for each of my cards, even those that I hadn't received in the mail yet. I've been in constant communication with NetSpend about these issues. 

Then, I was contacted by a representative who informed me that while I have an open dispute, they would need to resolve it with XXXX and NetSpend. However, if I dropped the dispute, they would refund my money.I immediately called NetSpend and XXXX to tell them I wanted to drop the dispute. Throughout this entire process, the representatives have been very rude and have hung up on me multiple times. They spoke to me as if I don't understand where my money is going or what is happening. I've called them almost every day because I urgently need that money ; my phone is cut off due to this situation. 

On XX/XX/XXXX, they gave me a date for a resolution. They sent me a message stating that customer service has done all they can to assist me. If I need further assistance, they said to let them know. As a result, I am filing this complaint. I also forgot to add that XXXX and XXXX refunded the money a second time gaia sent it back to my XXXX account and XXXX is showing on my statement where they transferred the money to NetSpend and the transfers complete however netspend acts like they don't know where the money is and I don't have no pending transactions

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