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Netspend Stole My Money/Unhelpful With Dispute/Bad Customer Service
Posted by Acartagena85 on 12/13/2012
AUSTIN, TEXAS -- On December 8th I went to a local 711 to withdraw $300 from a Citibank atm. The atm never dispensed the cash but took the funds out of my card. I called Netspend to file a dispute. Their customer service is horrible. It took me 3 tries to get through to someone decent to hear me out.

The first 2 representives I got made me feel like it was my fault, and after asking for a supervisor no one would put me through, because I got my security questions wrong they kept hanging up on me. Finally the 3rd time the person I got who finally heard me out and could speak english gave me directions on what to do. But now after telling me I had to wait 10 business days, they are now saying it's going to take up to 45 days. I'm very frustrated on why this investigation takes so long. That money was to be used for xmas presents and now I have no way to get my children their gifts.

The day before this whole situation happened, I ordered a new card as I qualified for the over draft plan. When I called on the day of my dispute they stated there was never a new card ordered. The workers are rude, they need to learn better english to assist customers. I hate Netspend and I want my money back. As soon as this is all over with I am no longer going to be dealing with them after being a loyal customer for over 2 years.

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Posted by At Your Service on 2012-12-14:
I don't know how one could possibly prove that they had not received funds when an ATM confirms a transaction. I'd suppose they have to manually have the ATM video tape reviewed and account for the funds. I'm not surprised that the whole process takes so much time. Aggravating I know, but very understandable.

Hopefully you'll get the funds returned. Please keep us in touch if you don't.
Posted by leet60 on 2012-12-14:
You might want to check the ATM for a number to reach the company that owns the device. Part of the delay you are experiencing is that the owner of the device has to verify the funds were not available at the time of your withdrawal. If they can speed up the process by notifying Netspend as soon as possible it should help to resolve the issue more quickly. The remainder of the time is simply a hold by "Netspend" or their bank, to ensure the ATM owner does not dispute your claim.

You can try to pressure netspend to act more quickly. I am not certain this number is up to date but found it on my contacts list:

CEO of Netspend Dan Henry@ 512-532-8200 Ex. 8780
Posted by amber on 2012-12-17:
I am in the same boat except it was verizon that took an unauthorized amount. netspend is not helping and xmas is ruined.
Posted by Rhonda Schoonover on 2013-01-31:
Just got a netspend card in the after reading the reviews no way Im poor already!Thanks for the info!
Posted by Lance on 2013-06-24:
Someone called netspend customer service and posed as me in assistance to transfer my entire paycheck into their account. I filed a dispute and was told it would take 10 business days to process. I escalated to a manger and advised this is all the money I have and I can't wait 10 days to get MY money back, in which they assisted in help stealing. I have been with netspend for 2 years now and will NEVER do business with them again. Their customer service is horrible and not based in the Unisted States, and they barely speak English!! I am very disgusted with this so-called bank and will take my business elsewhere. They are treating me like the criminal instead the criminal that actually stole my money.
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Netspend..... a class action lawsuit should be filed against them
Posted by Nacgirl on 05/21/2010
I used my Netspend card for the first time May 19 the following day I stopped at a kwik Pantry, entered the store looking for an ATM but did not find one so I handed the clerk and asked for $10 gas, he swiped the card I entered the PIN got a receipt and left, my next stop was at a local pharmacy to pick up some prescription meds, the card was declined several times. I called the local ACE and was advised I should not have got that piece of crap, the clerk said she discourage everyone from getting them because it is a scam and I now agree with her. I called corporate only to be told the balace would reappear in a few days, but overnite my balance on line went from -$0.50 to $0.50.
Read Company Response
Company Response on 05/26/2010:
We would like to apologize for the huge inconvenience this has caused. We can assure you that our company is not a scam and that we have serviced over 7 million customers since we began. Unfortunately when you use your card at gas pumps, and inside some gas stations, there will be a hold of around 55.00 on your card. This hold is in place in case if someone gets more gas then what was available on the card. We do state in our terms and conditions that this may occur, but understand it can be frustrating. Hopefully by now your money has been released. We hope that this does not discourage you from using our service, but in the future it is best to try to pay for gasoline with a debit purchase to avoid this type of hold. If you have any questions please feel free to contact us.
Thank you,
NetSpend Corp.
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Posted by Charles Bishop on 2013-05-20:
Went back to Ace this year to get my routing number and account
Number, I was given a sheet of paper with the wrong information. So, the people at Ace and Netspend say to go to court. My
Income tax returns were put in this wrong account. I can not get any of my taxes back, due to an error from Ace giving me the wrong information. They claim they are not at fault. Here I come
Texas state District Atty ofc and a class action suit.
Posted by shirley on 2013-07-07:
my whole socail security check was stolen off my card i contacted netspend they told me i have to wait 10 bis days i also contacted the store were my card was suposly used that morning mind you i never left my home the day this transcation happen the store told me they had no transcation from my card netspend has been rippin people off for year and they get away with it every time
Posted by NetSpend on 2013-07-09:
We are very to hear that there were unauthorized transactions on your account.

We require 10 business days to perform an initial investigation of your claim. Please send your information to feedback@netspend.com and we will be happy to look into this for you.

Thank you,

Posted by No Name on 2013-10-01:
Netspend is a liar they have had my funds on hold for months and everytime I call or email I am told that they are waiting to hear back from someone else. However, nothing is being done and Netspend continues to hold my money in abeyance.
Posted by TIMOTHY ELLIS on 2014-02-20:
its been a week i havent been able to use my card netspend has $1577.of my money and ive faxed proof of who i am with a statement from child support with my address and a letter from state franchise tax board which is less then 30 days old and still they are bullshitting me not letting me use my account. im notifying texas attorney general first thing tomorrow. i have a baby to feed and things i would like to get with my money.
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Netspend Rip Off
Posted by Tdwusmc on 03/01/2013
After waiting 4 weeks to get my tax refund thru Netspend, I finally get my card I go to my bank and twice it is declined. then I am told to come back tomorrow. because the bank can only run the card twice in one day. I still have no cash.
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Posted by NetSpend on 2013-03-05:
We are very sorry to hear that your card was declined. You should still be able to use your card for debit or credit transactions.

Please send your information to feedback@netspend.com and we will investigate why this occurred.

Thank you,

Posted by Sarah on 2013-03-07:
I had my tax refund come to me through net spend and I spent a quarter now have a holding my account they say I need to fax copies of my id ss card!!! And current bill for my addresS! that's crazy! I don't just fax that to unknown numbers.
Posted by aly on 2013-04-02:
They did the same to me sara , except on march the 20th they told me they sent the remainder of my refund back to the IRS? But the irs is saying they dont have !! I am calling the FBI tomorrow.
Posted by Sister on 2013-04-10:
Can not use my call at Walmart. It states decline and there is money in my account
Posted by angela on 2013-08-23:
Every time I check my balance its money missing..and they cant tell me why netspend is the worst ever if enough ppl get together we need to sue
Posted by larry mabry on 2014-03-09:
I've been waiting for my tax refund for a month now and when I call the number on the back i can't understand what the people are saying so what's the deal?
Posted by Liza Trejo on 2014-03-15:
I received my income tax on a netspend card go to find out that my card was empty with 32cents now there telling me there not going to reimburse me 8500 of my money
Posted by wanda caraballo on 2014-03-16:
I'm very upset with card,I reload my card and it charge me.then I tried to use it and it declined.still I haven't been able to speak to a representative, totally Suck!I lost my money.not cool.
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Worst Prepaid Card Ever
Posted by Perkyjayknoll on 01/01/2013
ANYWHERE, MICHIGAN -- This is by far the worst prepaid card worldwide. Don't get this card, get a Walmart money card, or something else. When you get the card you have to pay 5.95 to load it, which is normal, but then you pay 1.00 PER single credit transaction, and 2.00 PER debit transaction. On top of that they charge a 5.95 fee a month to keep the account open. This is the worst card I have ever had, and their customer service sucks.

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Posted by Susan on 2013-01-02:
Two clicks on their website tells you everything you need to know in terms of costs which should be reviewed before opening an account.
Posted by NetSpend on 2013-01-02:
We understand your concern regarding the fees associated with your account.

These fees are charged due the services we offer with the card. Currently, there are two different plans you can set up. The Pay As You Go plan charges 1.00 for every credit and 2.00 for every debit transaction. The Fee Advantage plan will waive these credit and debit transaction fees for 9.95 a month (ATM fees, load fee, balance inquiry, etc. would still apply.)

The load fees can be different depending on where you go. Some locations are free to load, while others may charge up to $5.00.

The 5.95 account maintenance fee will only be charged after 90 days of inactivity. This can be avoided by using your card at least one every 3 months, or leave a zero balance.

If there is anything else we can do to assist you, please do not hesitate to contact us via email or call customer service at 1-86-NetSpend (1-866-387-7363).

Thank you,


Posted by fran on 2013-04-29:
got a netspend income tax put on cant get money out without charges. no atms if any where are they close to negaunee, mi googled target was to have one got rid of it.
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Fraudulent Charges on Account. Company Does Nothing to Protect Customers
Posted by SynfullySpoiled on 01/23/2011
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 then 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.
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Posted by azRider on 2011-01-23:
I have to ask. did you get an email that requested you check your account or that something happened to the account, and it had a link in it for your to click on so you can login and verify it? if so, your the one who gave the bad guys the pin number. you may have been phished with a phony email and phony website that looks like your bank but was not. and when you entered your info they captured it. it does not exclude that the bank needs to fix this, just that you need to be careful with emails. always log-in to the web site manually your self, don't rely on links in email.
Posted by SynfullySpoiled on 2011-01-23:
No I never respond to emails I am always careful of things like that and routinely monitor my account. Who ever did it had access to my ssn and knew when my check would be coming in and took it right after. Whats frustrating is that I was on the phone with customer service stating that I received a text stating the change and was assured that I had nothing to worry about that it was obviously an error... To make matters worse is that the person who did this has a netspend account thats the only way to transfer the money from account to account and they are telling me that they have NO WAY to know who it went to that their system doesnt show them...
Posted by idontthinkso on 2011-01-23:
Wow.. I hadn't been looking for an online account, but DAMN!! Thanks! I will never do any business with this entity.
Posted by Whiteduck on 2011-01-24:
Not sure exactly what Netspend is... But they sound like they do business like PayPal. i.e. they're always getting hammered by scammers so their policies have narrowed down to "we'll make sure we don't get screwed, even if you do".

Thanks for the post. Helpful stuff...
Posted by reinman15 on 2011-05-25:
So did you get your money back?
Posted by kathie on 2011-06-15:
My sympathies to you. I have had my account number stolen three times in the past 2 1/2 years and trying to get compensation from Netspend is a nightmare! You are correct when you said that it seems as if the customer service rep is reading from a script. The last time the account number was taken was this weekend and the card was used in Great Britain! I was told by netspend that I need to contact the merchant ( again in Britain-I live in Texas and I can promise you that I did not take a quick trip to Birmingham in the north of England ) to have the charges removed. I have been left broke until my next paycheck whick will be deposited in a proper bank this time.
Posted by Melissa on 2014-03-17:
This is a copy of my compliant with BBB- Both my checking and savings account have been have been cleaned out!!! I immediately contacted them!!! An unauthorized account transfer often referred to as a P2P was sent to someone named Julie White. To make matters even worse, my savings account was zeroed out as well, with no explanation at all. I asked her how someone could access my access codes and she just said, " it will be reviewed and we will be in touch." That's it, that's all the response I received. I've been with them for 5 years. I've never had a problem ever before!!! I then asked her how long before I receive my funds back, I'm thinking 48 hours max... She response with, " it will be reviewed to see who is at fault," how is this happening to me? I don't understand how I can have $4700 go missing? She gave me a claim number, which she had to repeat to me three times, cause she barely spoke English!!!! I have like $80 to my name, hoping to find answers, I googled the problem and I was SHOCKED to find thousands of complaints about Netspend!!!!! How can the government allow this problem to continue? This isn't just the past 6 months,it's been going in for several years, people have lost everything due to this scam of a company!!! I have two questions 1. Why hasn't this been on national news? 2. Why is the government still allowing them to be in business?? This is a very sad day for me... I'm broke and I have two kids to feed!! Never mind the fact after reading all the overwhelming negative complaints of thousands of Americans that have been robbed of THEIR money... Never to see it again... I'm not very confident that I will ever see MY hard earned money again either... Please whoever reads these complaints... I beg you to stop this company!!!! It's not fair to sit back and allow hard working Americans to be cheated!!! Never mind the fact that thousands of disabled veterans and retirees are being taken advantage of!!! I promise you if I don't have my money back into my account by Wednesday 3/19/14... I will do everything in my power to bring down Netspend. I promise you this, I will have NO problem gaining support from every state in this country. I'm in the process right now of designing flyers to hand out at every tax place in my home town!!! I will dedicate every free minute I have to shutting them down!!!!
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Received a card I did not request. No customer service available to resolve the problem
Posted by Don L on 06/03/2010
AUSTIN, TEXAS -- I received a prepaid debit card from Netspend. I did not request such a card, nor have I opted in to receive such an offer from another site. I do not appreciate a pre-approved debit card being shipped to my mail without my requesting it. The possibilities for abuse and identity theft that this present if this mail was intercepted are far to high.

I destroyed the card, but I wanted to speak with a customer service representative to insure that no account had been opened in my name, but the 800 number provided with the card does not allow access to live customer support, only taped messages.

A quick review of the Internet revealed many complaints against this company. I am now very concerned that they have my credit information and may possibly have an account in my name. I will be watching my credit report very closely for the next year.

I plan to forward the offer they sent me to the Attorney General with a complaint and I urge all other who receive unsolicited debit or credit cards to do the same.
Read Company Response
Company Response on 06/09/2010:
We understand that receiving a card that you never requested can be very alarming. We have precautions set in place to avoid any identity theft so we can assure you that your information is safe. The only information do we receive is your name and address. We also follow the same regulations and compliance as any other financial institution, so consumer privacy is one of our number one concerns. We sometimes receive information from certain websites that you have visited when it is believed that you would be interested in our card. If you do not want the card you can simply throw it away. We apologize you were not able to get through to our customer service but we are available M-F from 8am-10pm (CST) and Sat-Sun from 8am-8pm(CST). Again we apologize for any misunderstandings and feel free to contact us if you have any questions.
Thank you,
NetSpend Corp.
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Posted by Steve on 2011-12-01:
I too received an unsolicited card in the mail. I called the only numbers I could find for the company, and it turns out that the only way you can actually end up talking to someone is if you press the number 'to report a lost or stolen card'. She was a nice lady, but did not want to spend the time talking to me about the offer (probably isn't allowed to) as I had several questions for them. She finally gave in and let me ask my questions. I was really just testing them out. I still say this is a muck-rake company with several traps set in place to gain as many fees as possible from you. I did find out, or so she said, that if you do have an overdraft of up to $10, the company will cover it for up to 80 days with no charges, fees, or penalties. Something smells fishy about that, but perhaps it's true. I can't imagine any money grubbing card company letting you get away with that. I guarantee there would be some kind of penalty.
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Is NetSpend legitimate
Posted by Bob91351 on 01/11/2010
I received a NetSpend Visa Debit Card in the mail, I think as a payment for a survey site, but I am not 100% sure. When I went online to activate the card, they asked for my SSN, and would not let me continue when I declined to provide it. I have never heard of this company, and this is a pre-paid debit card, and I have never had to provide ANY information to activate a prepaid debit card before (other than card number and security code), so I decided not to continue, and to look the company up on the web. It seems that there are numerous complaints about them, so I am thinking that maybe I will just forget the $20 that the survey company "paid" me with this card, and ask that the survey company only use reputable, well-known avenues of payment (such as PayPal), or I will quit their surveys...
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Posted by Anonymous on 2010-01-11:
They are legit and they need your SSI # for various reasons like YOUR protection against fraud.
It is your card with your name on it.
I prefer "Greendot".
Posted by tnchuck100 on 2010-01-11:
I agree. I would let the $20 go. I would not provide my SSN under those circumstances. There are numerous other ways to provide ID. There are many idiots that freely disclose too much personal information and occasionally they suffer the consequences of such foolishness.
Posted by goduke on 2010-01-12:
If this is compensation for a survey, and you didn't give the survey folks your SSN, the NetSpend has absolutely no reason to verify your identity with a SSN. I'd certainly go back to the survey folks and ask why the company who is fulfilling their gift cards is gathering SSN's. Seems a bit fishy for a $20 prepaid card.
Posted by Inat on 2010-01-12:
sounds like this may be a credit card too - providing your SSN opens it up as a line of credit rather than just a 'gift card'
Posted by Anonymous on 2010-01-12:
It is a refillable debit card that you can make direct deposits to it or do them in person. Not a credit card and no risk of overdraft fees either.
A rule of thumb for giving out your SSI# is if you call them, you know who you are talking to and what the purpose of the call is about.
If they call you, don't do it.

Seems to work fine for this idiot.
Posted by Anonymous on 2010-01-12:
Because they, like the Greendot and various other Visa/Mastercard prepaid and reloadable debit cards they secure your money. If you lose the card, you don't lose your money like with a regular store gift card.
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Posted by Jones_d43 on 02/24/2013
AUSTIN, TEXAS -- I also got my refund put on Netspend card at recommendation of turbo tax and the day I got the refund of 8100 I withDrew some money and paid a few bills and the next day my card was blocked by Netspend said they needed to verify my id. They wanted dl, ss card, w2 and utility bill faxed to them and my card would be released in 6 hours, so I sent what they wanted and it was not enough even though every time I call they verify me with last four of ssn, said would take 48 hours that was on 2/10 on 2/13 said would be another 1 to 2 weeks.

Got pissed and closed account said would take 20 days to get check. Called today and check was returned to IRS so they say have no idea who to contact now to see where my money is, if anyone call help please need help....

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Posted by Jeff on 2013-02-25:
Wow. Thanks for the heads up. Seems like Netspend needs to get it together.
Posted by NetSpend on 2013-02-26:
We are very sorry to hear about the problems you experienced.

Please send your information to feedback@netspend.com and we will make sure this is addressed.

Thank you,

Posted by wattamutt on 2013-03-01:
Had the same problem only I was using mine for direct deposit also. Went to a car auction to buy a car.. The froze
my account- I call them up- all I hear is "suspicious purchase".. Huh? They ask me to send some very sensitive information about myself then say its going to take 2 business days to clear up- ok. I wait the required time and call they closed my account and sent the damn money back to the Irs! What am I goin to do about my paycheck that's going out 2mmr? How am I going to buy pampers for my daughter? how am I goin to get bus fare to get to work?? I called them numerous numerous times nobody could explain to me why even after I sent the required documents they asked for- they STILL closed my account! They are dealing with human beings here with families and children who depend on that money that is in those accounts to survive! I dont know what im goin to do now- this is really an unnecessary hardship for me and my family
Posted by michael on 2013-03-29:
Netspend did the same to me , I opened and activated a card , my state refund was deposited , I was allowed to use that money and the account for 3 weeks , as soon as my federal return hit the account they froze it over 7k missing , netspend says they sent it back to the IRS and the IRS says they dont have , I am ready to call the FBI to see if they can find it!
Posted by David on 2013-04-07:
Im currently experiencing similar problems...I had my refund deposited used my card for 2 days then they locked my account I sent them all the information needed to unlock my account and now They keep telling me 48 hours,48 hours Ive spoken to several people including supervisors and a manager of customer service still no help..They assure me that my account will be unlocked tomorrow Monday 8th but we will see.Im very upset and would never reccomend anyone use this company.I think everyone should get a lawyer and file a lawsuit against them to show them you cant treat people like this!!
Posted by Anthony on 2013-05-02:
Netspend did the same thing to me. Put a block on my account, I sent in my id, ss card, and pay stub. after telling me many lies about not receiving it, it being too dark blah blah, I sent in utility bills as well. Once they had no more lies to tell me, they told me that they had sent it back to the IRS. Has anyone received there money after they sent it back to the IRS?
Posted by Kyle on 2013-09-04:
Has anyone with a rejected refund ever received their refund? I've been waiting 6 weeks
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Great Prepaid Card
Posted by Barbarasimmons66 on 01/16/2013
Hi, my name is Barbara Simmons and I have been a Netspend member since 2010.

I have never had any problems. My direct deposits are always on time and customer service is always great.

Keep up the good work.
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Posted by Karen on 2014-04-24:
I have been with them since 2007, every dime of my money was stolen today!!!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Posted by on 05/10/2012
TEXAS -- We tried to get my husband's new card authorized. because he is hard of hearing, he could not hear the woman's questions. and she would not let me answer the questions. We have only been married 59 (fifty nine) years! Did she think I was stealing from him? Also she would not let me talk to some higher up who might have helped us. We will never ever use Netspend again, and will never have a good word about them. They are also very rude to callers.
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Posted by Alain on 2012-05-12:
Try going to https://www.netspend.com/help/contact_us.shtml Send them an e-mail to see if they have an alternative way to communicate with them that can get your husband's card authorized, such as a TDDY line or perhaps using their FAX number.
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