Netspend Complaint - Terrible Customer Service Policies
PASADENA, TEXAS -- I had decided upon getting a prepaid credit card for online purchases. Since I own a horse, and a lot of my supplies I buy online through a equine website that I truly enjoy purchasing products from. I went to a Ace Checks Cashed store, that I have been getting my payroll checks cashed at Burke and Fairmont Parkway in Pasadena, Texas. I have been going to this Ace Checks Cashed store for over three years, on and off. I handed the woman (manager of the store mind you) my license and payroll check and told her I wanted to purchase a pre-paid card. Great, no problem she says. When I get home I realize that she had all of my information WRONG. Name, address, social, EVERYTHING.
I went back up to the Ace store as soon as possible and I am informed there is nothing "we can do for you, you'll have to call Netspend." Well I am very upset because here I have now spent $32.00 for a card I can't use.
So I called, thinking that this problem could be fixed promptly, since I have 5 1/2 years experience in Customer service!! Nope. TERRIBLE CUSTOMER SERVICE. Told one story and then another. They refused to believe that I was who I said I was. Even after faxing them TWO times my License, Social Security card, ORIGINAL receipt for purchase and a photo copy of the credit card. I was constantly put on hold, and two separate times for over an hour. I was furious! I still am. I was told by one of their "CSR'S" that it would take 6-8 hours to receive the fax. 6-8 HOURS!!! Holy Crap!!
Who do they have sitting at the fax machine?? I called back to confirm that they received my fax and another woman tells me it takes 24-48 hours to receive a fax. I demanded to talk to a supervisor (again sat on hold FOR-EVER) who told me that was wrong information. Then this supervisor informs me that I need to re-fax my information because they can not make out my license. Which was totally bogus since I had my confirmation and it had come out just fine. I told this woman no way was I going to send another fax, since I didn't have a fax and I wasn't going to waste more money on their cheating business and her only reason for not correcting this problem was so that they could deduct the 5 dollars a month for non use, because really by this point, what I really wanted to do was throw the card in the garbage.
I got a hold of ANOTHER manager after sitting on hold for another 45 MINUTES!!! And after repeating my whole ordeal to her for the uptenth time in 3 days (no kidding, that's why this report is so dang long!!) She finally comes to back to the phone and says they have a "special tool" that can lighten the fax and they are now able to view my fax.
Do yourself a favor!!! DON'T DO BUSINESS WITH NETSPEND. They only care about their fees and how much money they can suck out of unsuspecting people. Go buy a REAL Visa gift card! Or better yet, go to a GOOD bank and get a bank account like I am doing tomorrow.
It was absolutely restarted that someone couldn't handle my complaint/problem in minutes rather than DAYS. I WOULD NEVER treat one of my customers where I work like that. And I'm cancelling my permanent card I received yesterday and NEVER DOING BUSINESS WITH NETSPEND EVER AGAIN!!!!!
Hope my post helps someone from falling into the same scam I did.