I have been a customer of Netspend for two years. Up until now I have not had any problem with my debit card. In 2007 I decided to have my paycheck deposited on to my card, beats carrying cash, so I thought it was a good idea. This is where I started having problems.
I like to purchase items on line where I use my debit card. On 10/9/08 I made a purchase from Woman Within. The purchase amounted to $119.58 plus $1.00 charge from Netspend. Not only was my original purchase placed on hold but another $120.58 was placed on hold too.
I called Netspend and talked to someone all the way in India (every. time I call, some accents thicker than others) and explained the problem. I had a $120.58 charge hanging. She told me that Woman Within sent the charge twice and netspend need to know which reference number they were going to collect on, then she proceeded to give me two numbers (00211 & 00212).
I called Woman Within and began explaining my problem to the customer service rep, she then transferred me to a supervisor which I again explained my problem to. The first thing I asked her was if she could tell if her company sent the charge twice. Okay, being a customer service veteran myself, I realize some times when you send a charge the lines may be busy or a connection can not be made or it could connect and it may be dropped. With that in mind, WW supervisor told me she could not see any place where this charge was sent twice. Strange... Okay, I gave her the reference numbers given to me by Netspend, she explained that these numbers were not in WW's system. What she did do was make a three-way call to Netspend with me on the line so she could directly talk to the Netspend herself.
When we connected with a person (I need to tell you only 15 to 20 min had passed), we talked to the same person who gave me the reference number previously. She then told the WW supervisor she needed to FAX a letter on company letterhead a statement that they were collecting on one reference number and not the other and that it would take 24 to 48 hours to make the change. The WW supervisor made sure he got all the information needed so she could get everything done when we disconnected. She asked me to stay on the line while she composed the letter and ask me question about the problem I was experiencing. She then told me she completed the task and wished me well.
Well it is now 72 hrs later and my money still has not posted to my account. Here is the issue, I had complied with all that was asked of me and nothing. Everything on my end was done in a timely manner, and nothing. So I asked my self... "Where does the problem really lie?" Here is my take:
1. Is out-sourcing the best thing for company and customers? No it is not, when people have issue with their money they want to understand and be understood.
2. When customer service is in one place and administration is in another, the amount of time it takes for one end to meet the other is doubled if not tripled. This is not effective in resolving consumer issues.
3. If the support center is not tied or connected to the nuts & bolts of a company, the training is set up where the consumer needs are last in consideration. Now everyone is making money off me and no one really cares that I have issues in my life that need close attention. Here I have funds to buy medicine and food but I can't use them because no one cares.
So netspend if you do read this complaint, you should be ashamed. You are a USA based company and don't give a hoot about the consumer base that are loyal to you and your business. You let us down in every way. If you are not US based, the insult is even greater. I have many thing in my life that I need to get in order because of circumstances and I don't blame anyone, I try to work hard and take care of what I can. You have hindered me along the way, but I still will not give up. There are not many things I can control, but this I can, you will not make another dime off of me. You have abused me and put my family's lived in danger. You have no concern about your customers. Then you will lose customers. I hope anyone who reads this know that they have options to put this company where it belong, OUT OF BUSINESS.
Well here it is 72 h