AUSTIN, GEORGIA -- All the money was stolen from my card $890.00 on 05-12-20012. 2 days before this happened my account was blocked so I called customers service and was told that somebody has been calling in on my account, and they asked if it was me and I said "no" and that the person was 1 digit off and so that's why they blocked my account - OK, good. Then I was told that I had to send over documents to the fraud department. I asked to speak to the fraud department. Then I was told that I could not speak to the fraud department because the fraud department does not speak to customers directly, I could only fax them or email them.
I emailed them the documents that they had requested and then they unblocked my account. OK the next morning ** transferred $890.00 from my account to their account. I received a text telling me this so I immediately called NetSpend to let them know that I didn't do this transaction and I need the money put back into my account. Well ** had made a transaction of $705.23 and they put $184.77 back on my account. Now I had to go to the claims department to dispute the transaction so that I could get my money back.
Now here is where the problems come in. Why was it that when my account was blocked the first time and I called in and asked to speak to the fraud department I was told that they do not speak to customers directly I could only email or fax them, but now that my money is stolen I can speak with the fraud department?
The fraud department then ordered me a new card, changed my pin number, and my security question. Now that my money is stolen and I have to wait 2 weeks 10 business days, it's OK to speak with the fraud department? When I finally did speak with the fraud department I asked them this same question.
Then I was told it is up to the customer service person to determine if they will transfer you to the fraud department or not. That is crazy and a policy that needs to be changed immediately because if I was allowed to speak with the fraud department when this first happened and they blocked the account, I would have changed the information then and they would not have been able to steal the money. My account being blocked and I had to send forms to the fraud department should have been enough cause for me to speak with the fraud department then also and this nightmare would not have happened.
Your foreign customer service is the worst I have ever experienced - very hard to understand English, rude will only answer question that they want to ask not the questions that you asked them. I have been a NetSpend customer for many years and have quite of my friends that use NetSpend because I told them about it, and this is the worst experience I have ever had with any company. I hope you will straighten this matter very soon and I hope to hear from you soon and get this matter resolved.
AUSTIN, TEXAS -- My name is **. I work for the Federal Trade Commission and the goal of my company is to take class action against companies whom we deem as fraudulent or who seem to misrepresent themselves or who are crafty with their deceptive business practices in scamming consumers unknowingly. However, multiple consumers must call and make claims as we do not act on individual complaints, we rather look for trends and patterns in law violations and report them to our investigators and detectives who then take action against the company in question.
I have reviewed all the complaints on this website and they are all about the same issue regarding NetSpend. I defended this company on numerous occasions when filing complaints for consumers across the country telling them that it is the merchants fault when in actuality it is NetSpend's wrong doings. I have recently found this out the hard way.
I am sorry for everyone who sees this that has at least attempted to contact the FTC in regards to your debit cards being wiped clean for no apparent reason or having your funds disappear in a matter of hours. For example I checked my account at 9:30 in the morning and by lunch which is at 2:00 Pm Eastern Time my $100 + dollars had been taken off. They said that I had used it at a gas station for 5 Dollars and an ATM withdrawal for $80. If I'm not mistaken 80 + 5 = $85, so where the hell are my remaining funds.
Also I have attempted to provide them with Timecard records for the day in question to show that I did not make those transactions and they denied them. NetSpend corporation has repeatedly made unauthorized transactions that I did not approve or in some cases did not even have the funds available for.
Upon calling the institution in which they inform you that they will transfer you to their supervisor only to place you on hold for a lengthy amount of time and come back on the line only to try to deceive you with a different dialect than the previous agent. (The same person who said he would transfer you to a supervisor is the same agent even after he states that he is the supervisor.) I have caught several agents trying to dupe me into thinking I'm speaking with a higher authority and I am not. They had little to say after they were caught.
Although my disputes only amount to about 200-250 dollars, the times that they have made these unauthorized transactions came costly as I was taken to court for bills that were not paid due to their negligence. I have read some claims on here where people have lost hundreds or in some cases thousands of dollars.
I urge everyone to contact the Federal Trade Commission at 1-877-438-4338 and report this company so we can take action against them. The purported purpose of class action lawsuits is to give the common man the ability to take on the largest corporate or private entities (who can afford the very best legal services) and have a chance of redressing the wrong done by these entities. It is important to remember that even though the actual damage or cost to the individual class member may be small, the illicit gain to the corporate entity can be huge if done to hundreds or even hundreds of thousands of class members.
I currently work for this company at a mid level management level. I want to give a honest opinion on a number of issues I see on this website and the daily reports on various events that go on thru the Netspend flow of work. The business is just that, a business and the goal is to earn as much money as possible. It shows here, incorrectly trained employees and especially the supervisors who oversee the call staff that have the most interaction with the customers.They are told to always defuse the situation when a customer needs or wants to speak to a supervisor. They are also told to simply transfer the customer to another telephone rep and pretend to be a supervisor. There are certain policies in place that make this company unethical. I am not writing this in spite, or to get back at the company. I am simply writing this because the great people who use this service because of the early pay service are generally low income and need every penny, and Netspend preys on them with the exuberant rates and fees it charges. They also pay a social media (Facebook, twitter, Instagram etc) moderator 24/7 to delete or deny any post or comment that would be negative to the overall company image. If you look at back door website that rates companies and services provided I would strongly suggest what they have to say and report, because Netspend has not reached its arm to it yet.They either pay, dispute or out right sue major website/store review organizations to silence the relative truth that Netspend is a poor, misguided, harmful company that preys on people and have no intention to ever stop its predatory practices. I speak as a current mid level management official that has had enough of the inflammatory business practices it forces its subordinates to out right lie to customers as long as the bottom line is always in the positive. Yes, this might eventually hurt my livelihood but I doubt that one opinion piece of my own company will have any effect on its customer base. But if tomorrow came and the FTC came to shut it down, I would walk away relieved because I have reached my moral code meter. Please stay away from Netspend.
I bought a card and preloaded $100. Got home only to discover I needed to order the card with my name on it. Fine. That came pretty quick. However, the money was not reflected on the card. I called to have this resolved. I was asked numerous questions only to be told they could not activate my card. For crying out loud, they knew what state I lived in in 1973. That was not info I gave them. Then they wanted me to mail in documentation. Oh, ** no!
I asked for a supervisor. The operator placed me on hold for just a few minutes. Not long. Then she came back to tell me she could open the account, but I wouldn't be able to do ANYTHING except add money. So I asked for a supervisor again and I'd wait however long it took.
The supervisor asked me the EXACT same questions. No deviation from my answers. S/he also cannot activate my account without documentation. Ridiculous. They don't need my documentation, I only put $100 on it. I'm not claiming an unreasonable amount, just give me my money. So now supervisor tells me s/he can activate my account for Over The Counter purchases only. Fine. I WILL be closing this account. Shouldn't be this difficult.
AUSTIN, TEXAS -- I also got my refund put on NetSpend card at recommendation of TurboTax 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...
AUSTIN, TEXAS -- This company claims to post funds as soon as received. This is not true. They hold ach deposits for anywhere from 1 to 3 days to earn interest I assume. Customer service is hard to reach if you want to speak to a person. They give conflicting information if you ask detailed questions. If you email it takes them 48 hours for a response. This is not a good company and if I had researched before I wouldn't have gone with them. There are a few companies that are worth checking out. I would try American Express. They have excellent customer service and you always get a person who speaks perfect English.
I've had a Netspend prepaid debit card since 2011 and it has been the best prepaid card for me. I use it to have my paycheck direct deposited. I tried Account Now before and the fees were ridiculous, so I switched to Netspend. First of all, I get my check at least a day earlier than I did with other prepaid cards, and two days sooner than a paper check.
Also, they have overdraft protection. I have never seen this feature on any other prepaid card. It's easy to reload this card and the fees are really cheap. And they have a great referral program. If I get someone to sign up under my referral, they get $20 and I get $20 once they deposit at least $40. I love my Netspend card and highly recommend it to anyone who does not/can not use a traditional bank account.
FLORIDA -- I purchased a Netspend card with the understanding that I would be able to use it in any way in regards to ATM or debit purchases. Halfway thru using my card, I was embarrassed at Wal-mart and was told my card was declined. I then called Netspend and was told my card had been blocked and that they needed further information about me. So I sent them a copy of my driver's license, ss# and utility bill. I was then told that the information I provided was not sufficient enough and that they would not release MY FUNDS.
It has been a week now and I am still getting the run around from their customer service agents who cannot tell me anything or help me in any way. I am going to lose my home due to that. I pay a weekly rent and with them holding my money, I am obviously not able to pay. The only reason I got a call back was because I made a complaint to the BBB. And this still has not been resolved. All the money I have is on this card. I am left with no choice but to obtain the help and assistance of a lawyer. More money that I don't have.
MISSOURI -- My name is Dionja ** and I'm writing you because we were promised on this day for our overdraft account to be reactivated as promised in writing is not active. I've had my attorney review this as well. If you want my attorney info please let me know ASAP!! I've been with you guys for over 5 yrs and you're willing to lose a valuable customer whom referred numerous of customers as well.
I would like for this to be fixed asap as promised in writing. If not number one I'm closing my account with no more referrals, poor reviews, contact my team from Fox 2 news and continue to get my attorney involved! Please let us know ASAP so we can go ahead and proceed on our next move. Thank you...
I received a refund from services that I had purchased. When I originally purchased these services I used another card that is now no longer active. I had the merchant issue my refund onto my Pay Prepaid Card. I received the text that my funds were available and I went to the store only to be declined twice as well as at the ATM. I was told that my account was on hold until I can prove that the money belonged to me.
I already had money into my account prior to this so not only did they hold the refund, but the money that I already had. I had the merchant send in my original receipt and documentation. First of all when I called customer service, they were very rude and short with me as if I was annoying them by continuously calling. I asked to speak with a supervisor and was on hold for 2 hours and 45 minutes!!! I couldn't believe it. It's crazy! Worst customer service I have ever experienced.
After that time, I called again and the customer service representative wouldn't give me any information nor explain to me anything that was going on with my account only that the fraud department was handling it, but that they do not speak with customers.
It's very frustrating one, because it is hard to even understand the customer service reps, but two, they speak to you like your frustrations or complaints don't matter. This call was very disheartening and I do plan on cancelling my account once this is resolved. Very disappointed. They have my money and won't even address my issues. It's like they are withholding my own money!
CHICAGO, ILLINOIS -- On March 12, 2014 at 7:02am $55.00 was deducted from my Netspend account. 7:36am an additional $55.00 was deducted out of my account. I called Netspend only to find that the call center didn't open till 8am. 7:48am $125 deducted from my account. 8am I call Netspend and inform them of fraudulent activity and that purchases were being made from my card that I have PHYSICALLY in my hand in Miami, Florida and I am PHYSICALLY located in Chicago, IL. Netspend response is that the transactions that were made are currently pending and wait 24 hours to dispute the charges.
8:48am $125.00 deducted from my account. 11:08am $87.10. I call Netspend and inform them of an additional charge that has been made. Same previous response was given. 11:25am $55.00 deducted from account. I call Netspend to request they block the card immediately and send a new card. I assumed that I was going to be sent a new card.
Today is 3/14/ 2014. I called in to Netspend to review information about my card because I can't even check my account online. I asked several times to speak with a supervisor because the representative obviously didn't understand that I HAVE NEVER SET FOOT IN MIAMI FLORIDA. Also, she asked did I spend $250 dollars at a gas station? My response, "I DON'T OWN A JET." I sent in a dispute letter as told and then told an investigation will be determined after 10 business days.
I was saving almost 1,000 dollars for one special day. I have been with my husband for over 6 years, married only 2. The first year married he was overseas. This is basically my 1 year anniversary. However, some disgusting dog had easy access to my information and now Netspend is making me suffer.