LOVELAND, COLORADO -- I initiated an order online which, legitimately, resulted in a hold on those funds until the order was completed. Due to unavailability of the online vendor, the order was cancelled the next day. 14 days after the order was cancelled, the funds were still held in pending transaction status. I emailed the vendor and received a response stating they had notified the card company 3 times that that order had been cancelled and the vendor released the funds. I forwarded the email in a secure message in my online account.
The auto response is that it would take 48 hours. 3 days later, funds are still not released and still no additional response from customer service. I called customer service, they said to forward the email from the vendor verifying the order was cancelled and they would release the funds in 6-8 hours. 24 hours later, funds are not released. I called customer service back and was told that I needed to forward to a different email address, and they were unsure why I was given an incorrect email address, but to forward the verification of cancelled order again to the CORRECT address and funds would be released in 6-8 hours.
Today, 24 hours later, funds still not released. I was told they had no record of any correspondence from me - not the email, not the SECURE MESSAGING - nothing. I was told that if I wanted the funds to be released, I needed to call the vendor and ask them to fax, on their letterhead, a letter stating the order was cancelled! Despite the fact that all banking transactions are electronic and I have the confirmation with a specific name, order#, transaction # and domain name obviously from the vendor, now I have to request the vendor to take the time and expense of writing a letter on my behalf.
I am filing this complaint, certified letter to Paypal, their co-branded card partner, BBB, CFTB and banking authority for this transaction in our state. Sadly, aside from the complaints, the only other action I can take is to discontinue using this vendor for any reason.
I tried to get my money off the card and close my account. Let me explain this first. I applied for the card at a checking company by my house. I went to the same company to add money and get money to and from the card. The last time I tried to get MY money from the card I was told that someone had reported it stolen. (ITS MY CARD)....Netspend told me I would have to send my S S card and my drivers license in the mail to them. Come on people!!!!!!
If I'm a victim of identity theft, why in the heck would I send my personal information to you by mail????? I was in the same place where I applied for the card. The very same place Where I get my money orders to this day. I'm going to keep complaining until something is done. they still have my money. Don't go direct deposit with them I bet you will regret it
Please if you try to work with this company think three time and don't do it, don't do it, bunch of broken banker try to get stronger by putting this company to gather and reap you of left and right, worse is they don't tell you in advance and surprise you to hell. please don't let this losers get stronger. A to Z id full of scam and ripoff.
MONTEBELLO, CALIFORNIA -- I used to be a happy Netspend customer until my account information somehow got stolen and unauthorized transactions for almost $300.00 was taken from my account. I get the automatic text messages so I was at work when the first charge came in for about $29.00 for some gas station in Texas, mind you I live in California and have never visited Texas. About 30 min later another charge for $108.39 another gas statation in Texas. Well bells went off and I told my boss I had a major emergancy and needed to leave and go withdraw my money & find out what is going on. So while I am driving to the check cashing store I am on hold the whole almost 20 min with Netspend workers telling them my situation over and over, meanwhile I am getting more angry and frustrated. Finally I am supposedly transferred to a dispute resolution person or so I thought. I told him AGAIN what was happening and he told me that if I blocked the card everything would be OK and that the pending transactions were going to be removed and my funds given back asap. While I was speaking to him ANOTHER charge $125.09 was debited which was proof it was fraud and not my charges. So I blocked my card and was given another temp card but was still linked to my account. I asked will there be a chance these charges hit again? No the Netspend employee said, because my card was blocked he said. Well this was all on a Monday, by Wed of the same week my account is short I noticed over $100.00 so I check online and what do you know one of those fraud charges did come in and get deducted. Livid I called Netspend only to be given the run around and told I would now have to dispute the charge. Fine after over an hour of getting now where I will dispute it. Well now its Thursday and I check my account only to see another charge hit that was to be blocked this time for the larger sum of $125. What the hell I thought was going on here? How could these charges I had reported as fraud be paid? Also so many days later? Well of course here I go again calling Netspend so angry because I have to speak to these customer service reps who don't know ANYTHING besides what they read on their scripts. No one with authority ever gets on the line. I requested to speak with a manager and the idiot representative had the nerve to ask why? Are you kidding me I just finished explaining it to you twice!! So finally I get a manager, tho I highly doubt it was because they tell you the same thing the representative did a before. Well this manager tells me that the merchant "Forced" the transactions and that just because my card was blocked and pending transactions removed didn't mean the charges would not hit my account. I went through the roof. I started screaming I was so angry because I had asked this question when I first reported the fraud, and two how come they allowed these transactions I reported as fraud to be forced by the merchant. What was the point of blocking my card then? If I was told this on Monday when I first called I would have taken all my money out of the account period!!! So I calm down and ask OK so now what, how do I get my money back. I was then told I would now have to file a Claim dispute and an investigation would be done but it would first take 10 days for me to even get any initial information. What the heck! So even though I reported it as fraud I am now having to file and fax to Netspend a Dispute letter and wait 10 days for the investigation to begin? What investigation if I reported it as fraud in the first place? So then the so called manager tells me I can try calling the merchants too and see if they will refund the money. I lost it again because I said I don't know who the hell the merchants are in Texas because I live in California. That I had called to report the fraud to avoid any of what I am dealing with now. My money was taken without my consent and I reported it to Netspend only to have them jerk me around. What's even more fishy is how they are located in Texas and the charges that were made with a fake credit card come to find out were in Texas as well. Funny how the charges started to happen right when my Christmas bonus was deposited. Three years of having the card and nothing like this happeneded but right when the largest deposit ever is done a week later charges begin? Makes me think its an inside job. Lets see what happens now? I am a single mom who works to freaking hard to let this happen. Netspend better do right by me. Christmas is now ruined because this has thrown off all my allocated funds and bills. Thanks NETSPEND!!!
On 7/15/2011 I received a text message by phone stating that a refund had been deposited into my account. I just got my direct deposit 2 days prior this refund. this refund was from a credit from a dentist office yes I paid in January 2011 for services and used a different debit card and in April 2011 had to report the debit card I used for services lost or stolen so the credit could not be applied to the card used in January so I requested to have my credit applied to my Netspend account went through no problem. this took place on 7/13/2011 and on 7/15/11 the funds went through. OK on 7/16/11 I go to store to make purchases and my card was denied at checkout x2 times I checked ATM for balance and the balance was well more than enough to cover purchase and I tried to withdraw I was denied acess to account. I went to the car hoping to get a positive response but instead I was told that since I didn't use the Netspend card for the services that my card was blocked and that I would have to provide documentation to support the credit/refund on my account. I explaned that I needed at least the money that was from my paycheck at least because that my mother had cancer and I was needing money for the trip and also my daughter was due any day to have her baby and I had gotten things for her household that she would be needing and I needed gas money. I was put on hold for well over an hour and another representative answered the call and I had to explain again what happen and what could be done and they were not trying to hear my concerns the necesity for the funds from at least from my payroll check I was told that they unfortunately could not do anything I never got to speak with management nor was I able to get my card unblocked not until I can provide Netspend with what I feel like personal documention none of their business information or the other choice is to have the merchant reverse the credit and once its off my Netspend account then they can release the funds what am I to do meantime my account is blocked. my mind is made up that I will close the account with Netspend they charge too much hidden charges and I don't like the fact that when you call in for a concern its no concern to them the only good thing I can say is that the getting a check 2 days faster was the only plus but now look at the picture it may be 2 more weeks before this issue is resolved and still no money but on Monday my plans will be to notify my payroll department and have my future funds re-routed to another provider and once I get my issue resolved never refer this company to anyone ever again
AUSTIN, TX -- On 1/19 I received a text message stating that my paycheck had been direct deposited into my account an hour later I received a text message saying that my pin number had changed and if I had not requested this change to contact them.
I contacted them within seconds of getting this text message and reported this to the customer service agent who insisted that no changes to my pin had occurred and said to ignore it that it was an obvious error that he was looking at my account and that I had NOTHING to worry about. I was on the phone with this agent for about ten minutes freaking out and questioning why I was getting this message if NO change had occurred. Despite that he was assuring me that everything was fine I requested to change my pin number anyway and was transferred and then the line disconnected. I then checked the balance and learned that it was $1,000 less than what should have been in it and called right back obviously upset since I was just told to not worry about it.. The next representative told me YES there had been a change in my pin number followed by 4 transactions that equaled $1,000 not including the p2p charges and balance inquiry fees. I was left with a little over $30 in my account. I was told that the change to my pin number and fund transfers had occurred through their automated system WHILE I WAS ON THE PHONE with the 1st customer service agent who assured me to IGNORE IT.
My question was why did it not flag the first representative since I was telling him that I had received a text message stating my pin number had changed and reported at that time that someone was obviously accessing my account.
The representative was unhelpful almost reading from a script. I reported the fraudulent transactions within minutes of when they occurred and was given the run around, no one wanted to help me. I requested to have the funds held and stopped and was told repeatedly that there was NOTHING that they could do.. That they had NO WAY of knowing whose account the funds where transferred to.. I kept asking how can you not know who's account they went to if they were transferred through the automated system it went to another Netspend members account.. After an hour and talking to several customer service reps. floor supervisors and even the dispute department they all concluded that they could do NOTHING to help me, that I needed to write a dispute letter and fax it over which I did do.
My question was HOW could they change my pin number without having my security questions and no one would answer me. What I did learn is that going through the automated system to change the pin number it does prompt you to put in your current pin in order to change it HOWEVER if you don't know your pin number you can choose an option stating that you don't know it and it will prompt you to put in your social security number and bingo you can change it and have FULL ACCESS.. Not much security there is there.
I have since filed a report with the police department who tried to contact them and the customer service agents REFUSED to speak to them or transfer them to a supervisor because they wanted me to be there and I had already left the police station.
I called to verify that they received the fax and was informed by the dispute department that it can take up to 4 days to receive it.. yes you read that right FOUR DAYS ???
I have filed a complaint for identity theft and against the company for their practices with the Federal Trade Commission and a complaint with the Better Business Bureau.. At this point I am still being told there is NOTHING that they can do and that even though they can see that the funds went to another net spend members account that they cannot give me any information that its protected out of confidentially to protect the other member.. My response.. That's right protect the THEFT that stole my money while I was on the phone with the representative being told to ignore it that everything is fine.
I have since reported this to several friends that have used Netspend who have ALL closed their accounts for fear that this will happen to them and its obvious that they don't care about their customers otherwise they would be doing something to help retrieve the money that was fraudulently stolen and yet they are doing NOTHING..
I don't recommend this company there is NO security or protection, you have more security carrying large wads of cash in your wallet.
I have been a Netspend customer for 3+ years. I choose to come to them due to the ease of using the cards and the minimum fees. I went into an ACE location yesterday to withdrawal money for my rent total $1200, I was told that there was a new rule in place and they now charge to withdrawal money after the first $300. This immediately alarmed me because I have not received an email, mail or text notification with any of this information. Although I did receive an email notification of their new elite program, I found this extremely odd. I asked why did they not inform their customers his response was that it was posted on their website. I said well this does not justify sufficient notification, many people don't have regular access to a computer, and furthermore why go online if you can send a text to them for your balance? The ACE employee of course could not answer. I then asked what the fee was he said 2% of the withdrawal - I WAS IRATE AT THIS POINT. TWO PERCENT OF THE $1200 AFTER THE INITIAL $300 (I WAS CHARGED ON THE $900) TOTAL FEE $18!!!!!!!! I am still pissed off - what a rip off. I told him they are only doing this because income tax is coming and people are going to be pulling of large amounts - if you have $5000 being pulled out after the $300 they don't charge for that is $94 - that is a lot of money. I was thinking what if all I had was the EXACT amount I needed for my rent then I would have been short because of Netspends horrible business practices. At minimum they should notify consumers at least 1 month ahead. He said they try to compensate by the lower $5 fee vs the $9.99 fee - there is no comparassion - they are trying to get over because they feel that most people that have this card needs it because they can't get a bank account. I chose to get this card because of the ease of use and no hassles with the bank. I make between $3200 - $3500 a month I am not trying to throw money away by paying ridiculous fees to access money when I need it. It's not even reasonable withdrawal limit. Most banks allow $500 minimum withdrawal limit without any additional steps. I am outraged and will be closing my account before my next direct deposit. I refused to be taken by this monster of a company. This is truly a scam! I will be checking to see if they broke any laws by not providing sufficient notice of their changes. If they did I will be reporting them to every appropriate agency.
ARLINGTON, WASHINGTON -- This was the first year I used Turbo Tax. I opted to get the Netspend card which was the worst thing I ever did. My money was deposited before a card ever came. After waiting and waiting I chose to call to find out where the card was. I should mention my phone was lost and I had to order a new one during this waiting period. My phone was set up with security features but it obviously didn't stop the crooks from getting into my personal information. I use my phone for everything. Including filing my taxes. After calling Netspend I finally got ahold of a customer service representative He told me I had to wait for the card and all was fine. He seemed confused and kept asking random questions over and over. I was unable to access anything online. After repeating myself several times come to find out my personal info was compromised and Netspend allowed someone to transfer half of my tax return out of my account to someone else's account and also drain the rest from my account. My card was obviously intercepted and stolen. Within a matter of a weekend plus a couple days everything was gone.
I completed the necessary letter stating I never authorized anything nor did I ever even receive a card. Every time I call Netspend to get info I get hung up on or told I can't speak with anyone. This is my money. Most banks issue a credit within 3 days.
I am contacting an attorney, Visa, turbo tax, and the IRS.
I have a serious illness and without these funds my life is in danger. This issue has cost me the loss of my moving deposit along with medical treatment. I am now out $2827.01 plus fees.
TurboTax shouldn't offer services to their customers. I have read thousands of reviews of the same thing happening.
Someone calls in and wants to transfer funds to a 3rd party card and that doesn't raise suspicious actions? Netspend clearly doesn't care. And it this point I'm starting to think it's inside operations that is giving out personal info. No banks authorize money transfers to 3rd party accounts without extreme caution and authorization.
I am disgusted and will be filing charges and proceeding with a lawsuit. Not only that, I will make sure TurboTax dissolves their relationship with Netspend.
JACKSONVILLE, FLORIDA -- I can be quite vocal when it comes to complaining about something I don't like, it's easy. However, when I receive great service I like to celebrate it as well. The call I had was a "once in a lifetime" type of call. It was like speaking with an old time friend who related to me well and was able to take care of my needs as a Netspend customer as well. Now I think it will be impossible for me to think of Netspend without a smile on my face. My customer service agent was kind, supportive and incredibly helpful.
Even though I had many other things to do, I just wouldn't be able to sleep without writing a review just like I told him I would. Netspend makes me happy by paying me ahead of time. I have my money and can take care of what I need to while my co-workers are still waiting for their checks. Also if I am in a tight spot their $10 cushion has covered me. No cost for it at all. I can go over and then it's taken back when I get my next deposit. You won't know how cool that is until you have to use it. I am so used to it that when I have $500 in my account, in my head I say I have $510--LOL! Sweet!
I won't get paid for this and I don't work for them. I am simply keeping my world.
I told my representative that I would post at least 5 reviews because I was just that "happy". Magic doesn't happen with every person we come into contact with but sometimes it does and it's best to rave about it. If I was angry I'd probably write 10 reviews so really I am just balancing things out in the universe. I am sending out some good and it feels good. I hope everyone gets to speak with a good representative
Tip: Sometimes when you see someone isn't going to help you/isn't nice, just end the call and call back for that perfect one. I have done that with every customer service line in the world. Also, I work in customer service and I always try to be that "person" that you are happy you reached. I will speak to you kindly and smile even if I am sad or ticked off :-) as I do everything I can to help you because I love being treated well too! Cheerio!