Netspend - Net Spend Defrauded Customer
Customer service - Complaint
AUSTIN, TEXAS -- I had paid my wife's insurance premium using my NetSpend card.
My wife had an accident and totaled the vehicle. We canceled our insurance policy and they refunded our policy payments retroactively to the date of the accident. The insurance company sent 2 refunds to the card they had on record (NetSpend). One on Thursday and another on Friday. A day later my account was frozen without notice or explanation.
When I called customer service (and I use that title very loosely because they're third world country customer service representatives are barely understandable) they told me that my account was frozen due to fraud activity. Insinuating that I had committed some type of fraud.
They also told me that I can have my insurance company take the money back and send me a check. This would release my other funds I have available on the card. So, I called my insurance company and they told me there is no way to cancel a refund once it has gone through and accepted. They also told me that the card company can reverse the transaction on their end. But NetSpend reps claimed they are not able to do that, which is a blatant lie.
I have a merchant account and I know first hand that transactions can be reversed by the bank or the merchant.
The representative asked that I send them proof of the transaction. I immediately complied and sent them documentation from the insurance company. This was on Saturday afternoon. They told me once they receive the documents it may take up to 8 hours to unfreeze my account and release my money.
I printed out the documentation from my insurance company. I faxed the paperwork over to the number they provided me with. I received confirmation that the documents were received. In addition, I also emailed the same documents to the email address they provided me with. All emails were confirmed received.
There was never any response from them that night. I called on Sunday and asked for a Supervisor. The phone representative avoided getting a supervisor by stalling and putting me on hold for 15 minutes. They did the same on Monday, Tuesday, and Wednesday. I have been placed on hold several times, for upwards of 40 minutes each time. I have document these phone calls for future reference. The company's customer service tactics are proof that this is a criminal organization who intentionally refuses to help their customers and attempts to defraud them of their money.
Unfortunately, I have given up after spending so much time trying to rectify this matter and have gotten nowhere with these people.
I now believe the money has been stolen and I am forced to take legal action against NetSpend and Meta Bank.
In addition, I will be filing a criminal complaint with the New York State Attorney Generals office as well as the Office of the Comptroller of Currency.
After reading about so many customers who have been robbed by this company I have come to the conclusion that the defrauded customers should file a class action law suit against these criminals.