- Report: #927911
Report - Rebuttal - Arbitrate
Complaint Review: Netspend
NetspendInternet United States of America
Netspend Netspend All Access, MetaBank, Netspend Elite Disputed charges, Closed Account, Withholding Funds, Poor Service, Outsourced Internet
*Consumer Comment: NET SPEND
They outsource their customer service and most of the people working there have horrible English language skills. They only respond in short scripted phrases and don't demonstrate any empathy or understanding of the situation. I reported unrecognized international charges and they are punishing me.
My daughter has her own account there and I asked (and escalated to two supervisors) to just transfer the balance that was in my account (about $250) over to her account and I'd pay their transfer fee. I was told that would be impossible and if I wanted a refund of my account, I'd have to formally request it and they would process the withdrawal request in 20 days! This to me sounds illegal. I am being denied access to the website which is the only place that I would be able to see the status of the disputed charges, see what bills have cleared, see my balance, etc.
They also had the nerve to send me an email saying an important message was awaiting me in my "secure inbox" meaning you have to log in to your account to see it. Come on, how am I supposed to do that?
I called customer service although it's futile and someone finally read me the message saying my disputed transactions were being reviewed. Well - that's totally unhelpful information.
I want a provisional credit issued for the disputed international charges (these companies or individuals can't be located - the name on the transaction is a made up name that can't be looked up online, no phone number given) and I want them to allow me to download my five years of banking history for my records. They offered to print out hard copies for a fee and mail them to my home, yeah - you guessed it - 20 days. I have no idea how much 5 years of records would be, paperwise but I am sure it's not cheap.
All of this because I disputed transactions that were unknown - what was I supposed to do? Ignore them? I think Netspend may be in cahoots with these fraudsters or something, they are certainly not on my side...
On a side note, my daughter ordered a new card with photo on it, they charged the modest $5 fee and then a month went by, nothing. No new card, no email, no phone call. She had to call them several times to see if it shipped as the website said it had been shipped but no one in customer service could do anything but offer "call us back if you don't get it in 48 hours". She called repeatedly and asked "at what point should we just give up and you send me a new card?" She was put on hold for 15 minutes, the rep came back and said that her card design was not approved. (it was a simple two color clip art style picture of a slingshot, no trademarks, no company info, so who knows). She was told by the rep that she should have paid more attention to the criteria for a photo card. We re-read those guidelines and she didn't submit anything that should have been rejected. And no one could account for the website saying the card had been shipped a month ago. They just said to reorder.
I get the impression that no one there in the call center is empowered to help, it's all just lip service. It's IMPOSSIBLE to reach anyone in the US/Texas offices by phone or email. I think they are the worst possible solution for anyone who does not have a traditional bank account.
This report was posted on Ripoff Report on 08/15/2012 07:33 PM and is a permanent record located here: http://www.ripoffreport.com/r/Netspend/internet/Netspend-Netspend-All-Access-MetaBank-Netspend-Elite-Disputed-charges-Closed-Account-W-927911. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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