I have been a NetSpend user for a few months and had no issues. However, after trying to use their check deposit function on their mobile app, I had to call customer service. I was trying to cash my parent's Christmas check (drawn on a major financial institution) and had received a message that the writer of the check could not be reached. So I called customer service.
Once on the line with these folks, I began to get suspicious. To cash my father's check, the representative asked me for my father's birth date and his social security number. And this was asked by NetSpend customer service, even though NetSpend contracts the check-cashing service with Ingo. So I am not sure why a NetSpend customer service representative would be asking me this information. I did not give it to him.
I called back today and asked to speak to a supervisor. The representative put me on hold to see if a supervisor was available, and then the call was disconnected. Was it an act of God? Perhaps. Otherwise, I just wanted to caution everyone to be aware of what I have ultimately determined to be an offshore based customer service department for this company. There is no reason that they would need my father's birth date and Social Security number. Shame on you, NetSpend.
ARLINGTON, WASHINGTON -- This was the first year I used TurboTax. 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, TurboTax, 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.
TEXAS -- This by far is the worst experience that I have had from any company. 05/15/14 there was an charge on my NetSpend Card for $57.73 transaction in Miami Florida for gas and I was using my card at the same time in Orlando Florida which the two cities are 300 miles apart. And 05/16/14 there were 7 additional charges for gas totaling $580.57. I had always maintain possession of my NetSpend Card.
I called them on the 05/16/14 I when I seen the charges and reported it to the as soon I as saw the charges. The question that I had for the Customer Service Agent is how could they allow 7 gas charges to be processed on my card in a totally different city? And second question how could the company allow 7 different gas charges to process within an hour time. The company does not have a fraud system to check their customer spending trend? They don't protect your money!
I spoke with three different Customer Service Agents and they all advise that I needed to send a letter advising that I didn't authorize the transaction and advise that I haven't allowed anyone to use my card and advise that I tried to work it out with the Merchant. I explained to them that they have me filing a (courtesy claim) (Dispute) and not fraud claim.
I explained to them I worked for an bank and I know exactly what they are doing. They lie and tell ten business at first then after the 10 business days expire they then tell you they will dispute with the merchant or MasterCard which can take 60 days to resolve. But now I see why they don't protect your money cause they won't help you get it back nor refunded when they are the ones that allowed fraud to take place. They are scam, do not trust them. They got me with releasing you direct deposit 2 days earlier. I have place comments on my Facebook, Instagram, Twitter warning people not to use them.
AUSTIN, TEXAS -- My claim should've been updated today. I talked to a representative. She said I should be credited for my dispute today. I've been waiting 20 days. I showed my police report verifying I was robbed at gunpoint and that my purse was stolen with all my cards and I.D. but NetSpend did nothing. I have my $1,078 Light bill to pay and I have rent I'm behind on. Can't you guys give me an update? I've been waiting long enough. The officer said I wouldn't have to wait this long because there's a report and they won't credit back my tax check. The IRS said NetSpend is responsible for crediting it back. That's $2,422.00 that was stolen.
SAN ANTONIIO, TEXAS -- Purchased prepaid card hanging on PayPal... one of the names the company used. Called to activate the account. Talked directly to a representative who said "I activated your card." They want all your personal information, "Fed. Gov. requires." Just like a bank card. I did not want a 'credit card', just a prepaid card to make purchases. I had given them well over $100. The card was not activated two days later. I called again. Too busy, they would call back. They did, within 24 hours. I was not home. They left a message they would call again, but did not.
I called, waited 20 minutes before talking to a representative who said the card would only be activated after I sent them verification of all the info... copy of my SS card, address... etc. I said "I would not do that." I wanted to cancel get my money back. Rep. said she would cancel but it would be 20 business days before I got my money. It would cost me $5.95 to cancel. I paid $5.95 to purchase the card... so I spent $11.90 for nothing, could not use the card... It didn't take them 20 business days to take my money. As a senior... I need my money before 20 business days.
It is hard to get a hold of anyone first of all, then can't get a supervisor, "not available." NEVER buy one of these cards again. Other cards were cheaper, one 2 minute telephone call to activate... no fees to check balance. NetSpend has fees for everything. It means "You will net spend into our business." Thank you.
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!
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.
Money was put down on a prepaid card through NetSpend and they were quick and eager to take the money; however, a day or so after, put a block/hold on my card with no reason whatsoever. Since then, I have talked to the customer service and even emailed them about 100 times and each time, they are giving me a reason why I can't get my money. They keep telling me I need more documents proving I am who I state to be??? I gave them my license number, photo copy, even my SSN and Card, receipts with my name and address and they still say "more documentation is needed". I'm starting to questions if this company is legit or just a scam place. I want my money!
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.