Consumer complaint received 2020-12-05 00:00:00
Product: Credit card or 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: IL

Complaint narrative:
Dispute Number| XXXX Reference| XXXX Transaction Date| XXXX XXXX Transaction Amount| {$470.00} Merchant| XXXX XXXX To whomever it may concern, I am highly dissatisfied by the way Netspend 's dispute department handled my case. The fact I have to go above and beyond what is required of me to recuperate my funds is beyond my understanding. I had provided overwhelming documentation showing the item in question was " Not As Described '' and the merchant had received the item back in exchange for issuing a refund. So let me start from the top in order for the reader of this email to fully understand the gravity of the situation. 

Initially, I made a purchase from the merchant XXXX XXXX on XXXX XXXX for a dress called XXXX XXXX in the color turquoise blue size small for the amount of {$470.00}. According to the merchant 's website they guaranteed delivery within 7 business days of purchase. I consistently contacted the merchant about the status of my purchase and was continuously given false promises of delivery dates. 

On XXXX XXXX I opened a dispute for " merchandise not received '' via Paypal. When the merchant received the notification they immediately mailed the dress and it arrived XXXX XXXX. I reached out to the merchant about the dress and expressed my dissatisfaction of what I had received. I requested a refund back several times. The merchant insisted I knew nothing about a " customized dress '' or how it's supposed to look. 

On the same day, I changed my case from " merchandise not received '' to " not as described ''. While Paypal was gathering evidence from both the merchant ( XXXX XXXX ) and the buyer ( myself ), I decided to dispute the charge under " not as described '' with Netspend PayPal Prepaid on XXXX XXXX. On XXXX XXXX via Paypal the merchant ( XXXX XXXX ) and I came to a conclusion the item would need to be mailed back in order for a full refund to be issued. I had spent an additional {$83.00} to send the package back via XXXX. 

Later that day on XXXX XXXX I received a notification from Paypal that Netspend PayPal Prepaid would be taking over the case and to contact them about further details. When I contacted Netspend PayPal Prepaid they informed me they would have to conduct their own separate investigation and to send all supporting documentation to them. Also, I had informed them that the merchant and I had already agreed via Paypal to send the dress back in exchange for a refund. In addition, the package had already been mailed off. The package was delivered XXXX XXXX @ XXXX XXXX and signed by XXXX XXXX. 

During Netspend 's PayPal Prepaid investigation period I sent two emails containing all supporting documentation from Paypal, images of the dress, and correspondents between me and the merchant. The first email was XXXX XXXX and the second email was XXXX XXXX. These emails were sent to XXXX. I continued to follow up with Netspend 's dispute department about the status. 

On XXXX XXXX I was informed that I would not be receiving my money back from the merchant and after going through all the necessary steps to make sure I did. On XXXX XXXX after being given the runaround to why I had not received the refund, I was informed the merchant ( XXXX XXXX ) falsely claimed she had not received the merchandise, when she did. I'm left without a dress and out of {$550.00}. I want this case reopened, my funds recuperated, and her access to Paypal shutdown. She is scamming women out of hundreds, maybe even thousands of dollars. In addition, the dispute analyst ( s ) who was responsible for doing due diligence in regards to reviewing and legitimizing all documents submitted, failed miserably. 

To add insult to injury on XXXX XXXX I received an email at XXXX saying my account has been locked. When I called and inquired they informed me the account was closed due to " high risk '', after I spent countless hours on the phone the day before about the mishandling of my claim.They said that it would be escalated to a higher up to look over the case but I guess it meant close my account. They kept saying the {$470.00} charge was valid and I was not arguing the validity of the charge. It was about what I was sent and the fact the dress was sent back to the merchant in agreement for the refund. I am completely insulted by the entirety of this situation. This wrong and needs to be righted! 


P.S I have plenty of photos of the dress

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