Netspend Complaint - Typical company full of subtle thieves
Certain situations in life pushed me to open a prepaid card with Netspend, which I immediately regretted due to the ridiculous unnecessary fee charges here and there that most legitimate financial institutions/crooks don't charge. You're looking at 3 dollars to upload money, 5 to 10 dollars monthly fee for allowing you to use your debit card anytime, anywhere (accept for at an atm), without incurring extra charges, you're again looking at fees for removing more than a certain amount of money from your account each day, meaning if you have to pay rent and need to withdraw a large amount, you better plan ahead... and so on and so forth. After a while I became used to the fees and learned how to make my card work for me. Yes, it's not going to be as convenient as an account with a legitimate bank (no atms, can't withdraw money whenever you want unless you go to another providers atm and allow yourself to be subject to their fees, can;t transfer money as easily.. etc), but if you pay attention and stay one step ahead then your Netspend account can work in your favor (which is way mroe work than a card is worth). For a while I didn't have any issues.. until..
THis past month on 06/30/2011, for the first time in two years, I received an over draft fee. I have text alerts, and was not alerted that my account was in the over draft zone. I couldn't believe it, so I contacted customer service and explained my stance on the issue, and let the agent know that I do not regularly have this problem, so I should receive a convenience refund. Yes, I do feel that I am entitled to receiving my fee back. Well, this agent immediately started with the "I'm sorry Ms. ****, but we cannot refund the fee as we can prove the text was sent". I was infuriated because instead of understanding my stance, this little mind warped customer service agent was treating me like I was trying to rob the company, when in fact the company had robbed me. I explained to her that I have not received an over draft fee charge to date, and have been a loyal customer, so I should be refunded this charge, which again led the agent to apologize and say I shouldn't receive the refund. I asked for a supervisor, and guess what folks, I was on the line waiting for 40 minutes before one came on. I think their game is to drag you out and frustrate you into submission. Once a supervisor came on, I again explained my issue and said I was not notified. See, my logic isn't that I should receive a refund because I was not notified, my logic is, and I explained this, that I have been paying ridiculous, absurd fees to this parody of a legitimate company for about 2 years, and have not complained once, and now that I am requested the service be returned to me as a loyal customer, these people, whose paychecks my fees pay, are holding onto my money and making it theirs without a second thought. The supervisor said she would place me on hold and contact some other department to check if I could get the refund.. about 20 minutes later she came back and said "Ms. ****, I apologize but we have decided not to give you the refund because we feel too many customers call and take advantage of our policies by asking for refunds.. OH, I am SO glad we were not face to face, I would have given her the look to end all looks.. I couldn't believe the hypocrisy in her statement. I reminded her that she worked for the company and did not own it, and that in all actuality the company robs its customers.. wow, I felt like I was being crushed by some weird totalitarian company that just didn't care. The nerve of her response, wow. I said, yet again, that I had been loyal to the company and could not believe the way they were treating this issue. Of course, the companies defense was their terms and conditions.. how convenient. While still trying ot reason with this woman, she abruptly interrupted me and said she was sending me to another supervisor.. so I waited AGAIN for 30 minutes for this new supervisor.
So, lemme wrap this up by saying nothing happened in my favor. Also, they misinformed me about how the over draft fees work. Before my check came in, a company went into my account and took a 17 dollar payment. My check went in two hours later, and Netspend also refused to credit me that over draft fee, which is complete and absolute robbery. They said this was because I never paid the other over draft fee (the one this story is about), so they charged me another over draft fee despite the fact that my check came in two hours later, which meets their "less than 24 hours" guidelines. This company may seem all la-ti-da because they give you a 10 dollar lee way when your funds run out, and because their over draft fees are only 15 bucks, but really, they compensate by charging millions of customers ridiculous and unnecessary fees here and there, and refuse credits left and right.
So, basically they did not honor me as a customer, despite all the bullcrap fees I have paid in the past, they did not make me feel appreciated, they robbed me again by misinforming me and charging me another over draft fee, even tho the charge was covered less than 2 hours later, they kept me on hold for a total of an hour and a half, and discouraged me completely. How is that for customer service? Over draft fees are not this black and white problem. I am a human being who is giving my money, time and energy to this card. I use it everyday and put my trust in it, how dare they treat me the way they did. It makes me sick.
This simply isn't a good company, hence the outsourcing and the miscellaneous fees all over the place. No bank is a saint, but there are banks out there that will not charge over draft fees, and will prevent their customers from being debited while their accounts are vulnerable. Use Google to locate banks without over draft fees. Unfortunately for me, until I find something new that doesn't mind my credit I am stuck with this creepy company. I will keep my eye on my account so I can avoid ever having to communicate with customer service again. This company keeps a thick wall between the customer and it's true financial implications, meaning you as the customer is on one end, and their true priorities are on the other. This company is capable of functioning as your bank, but it is by no means trustworthy.
I can't imagine what you people with unauthorized transactions go through.. bless your hearts.
Company Response on 07/18/2011:
We truly apologize for the problems you have experienced with our customer service and overdraft program.
This level of service will not be tolerated and we would like the opportunity to address the representatives that you have spoken with. Rest assured that we are going to do our best to come up with a good resolution to better assist you and all our valued cardholders.
Our overdraft service is a program that needs to be opted-in to before it is active. During the time of enrollment, you must agree to the terms and conditions which states when the overdraft fees will be charged.
We do appreciate your loyalty and we would like to assist you with your concern. Please send us an email at email@example.com and we will get back with you.
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 for you for choosing NetSpend.
More Reviews on Netspend: