Report: #479116

Complaint Review: Netspend Corporation Dba (All-Access Prepaid Visa Card)

  • Submitted: Wed, August 12, 2009
  • Updated: Thu, November 19, 2009
  • Reported By: John — Oxford Alabama USA
  • Netspend Corporation Dba (All-Access Prepaid Visa Card)
    P.O. Box 2136
    Austin, Texas
    United States of America

Netspend Corporation Dba (All-Access Prepaid Visa Card) Allowed Unauthorized Transactions even after notifying them while the transactions were still pending!! Oxford, Alabama *EDitor's Suggestions on how to get your money back into your bank account that someone wrongfully takes it from you!

*Consumer Comment: Rip Off Report - Bad Advice!

Show customers why they should trust your business over your competitors...

I have a Netspend Prepaid VISA card that I monitor frequently via the internet. On 5/30/2009 I noticed 4 (four) unauthorized transactions from a company I had never heard of on my account and immediately sent Netspend an email about the transactions.  I did not receive a response so I called them the morning of 5/31/2009 in hopes they could stop the transactions since they were still in a pending status.  I was told there was nothing they could do until the transactions were finalized and they I would have to submit a dispute resolution form.  I repeatedly monitored my account and eventually noted the transactions were finalized on 5/31/2009.  I submitted a dispute resolution form as instructed on June 3, 2009.  I received a letter from Netspend dated 6/17/2009 stating they had begun processing my dispute and the merchant had up to two months to review my documentation and that if they did not hear back from the merchant within 60 days I would win my case and my account would be credited for the amount of the dispute.  The also said if they receive a response from the merchant they would contact me to discuss my next steps.  I did not hear anything from Netspend but continuously monitored my account on the internet.  On 8/11/2009 I decided to contact Netspend about the status of my dispute and talked to Casandra. She said they had sent me a letter on 6/24/2009, which I never received, telling me I had lost my dispute because I had a $500 liability because "I had waited more than 30 days to report my card lost or stolen".  I told her my card was never lost or stolen and she put me on hold.  After a few moments she came back and again said I lost my dispute.  I asked her why I lost my dispute because my card was never lost or stolen.  She said "I never told you that", she said I lost my dispute because "I waited until unauthorized transactions were more than $40 before reporting the problem".  I explained to her that each of the unauthorized transactions were more that $40, they were $50 each, and that all four $50 transactions came at the same time.  She repeated to me that I had lost my dispute because the merchant making the unauthorized transactions were outside the United States.  I asked her why Netspend did nothing when I notified them while the transactions were still in a pending status.  She said there was nothing she could do and that if I wanted to go to Korea and pursue the merchant I could do that though she was not sure how I would do that.  I asked to speak to her supervisor and she said her supervisor was Jay but "he was in a meeting".  I asked to talk to Jay's supervisor, who she said was Darryl, but he was not at work.  I asked to speak to any supervisor but she said there were no supervisors there and transferred me to Jay's voice mail. I left Jay a message explaining the situation but have not received a return call. The type of customer service I have received from Netspend on this issue even makes me wonder if the money from these unauthorized transactions went into the pockets of some of the employees of Netspend who I am sure knew in advance that any unauthorized transactions from a foreign country cannot be contested.


<b><font size=+2><font color="#0000FF">EDitor's Suggestions on how to get your money back! </font></font></b>  


<b><font size=+1>HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO: </font></b>


Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account.  Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E. 


According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far.  Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.


If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done.  Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute.  Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.


Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything!  Direct them to the hundreds of victims reports that were filed on Rip-off  And if you're at the bank, walk them over to their computer and make them go to this site!  If you are on the phone with them, tell them you will wait while they access this site!  Either way, be persistent!  


<b><font size=+1>DO NOT TAKE NO FOR AN ANSWER! </font></b>


Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state.  Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get. 


And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge!  But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state. 


Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was.  Be sure to call the Media if necessary so you are telling the truth.


If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.


<b><font size=+1>CHARGES TO YOUR CREDIT CARD</font></b>


If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away.  In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge.  In rare cases, credit card companies will review disputes, but refuse to reverse the charges.  If this occurs, complain to a manager and let them know you will be filing a report here.  


Remember Don't let them get away with it!   Make sure they make the Rip-off Report .. <i>The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action. </i>


 And good luck Let us know how you do!


ED Magedson Founder

Author of


Rip-off Report

PO Box 310, Tempe, Arizona 85280

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This report was posted on Ripoff Report on 08/12/2009 10:46 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Rip Off Report - Bad Advice!

AUTHOR: Helper311 - (United States of America)

1) Pending transactions cannot be disputed and cannot be stopped. This is not a check or draft, it is an EFT (Electronic Funds Transfer). Until the debit posts, the merchant has not collected but they have gained authorization to collect. Not even blocking the card can prevent this transaction from posting if the merchant collects the funds.

2) Anytime you have a dispute for posted transactions, attempt to resolve it with the merchant. Refunds post within 3-5 business days, disputes can take up to 90. The liability does not always fall on the card issuer. You CAN be held liable for unauthorized use of your card. Read your cardholder agreement or terms and conditions.

3) Reporting your card lost or stolen also includes card compromise. If there are unauthorized charges on your account, you MUST block that card. If the card remains unblocked, the claim is lost because the aquirer or merchant bank can verify that the card is unblocked and can still be used. You will lose your claim. BLOCK YOUR CARD

4) Rip Off Report should give better advice regarding Reg E. Telling the bank there are hundreds of reports on Rip Off report will get you nowhere. Chargeback analysts deal with facts and this is simply not true. Do the search, there are 70 reports. The institution sent a second letter, most likely telling you to block your card. The customer "never received it" but they DID receive the first letter. If the claim was issued 05/31 and the first letter was received 06/17, the institution was clearly in compliance.

5) The bank is not required to reverse the charge: "The bank CAN, MUST and WILL reverse the charge!". The bank is required to investigate, make a determination of an error, correct the error when applicable and notify the customer of the outcome all within Reg E timeframes.   

6) "Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was."  - This is really bad advice. Going to the media will in the end make you look foolish. Unless you have a full understanding of Reg E and Visa and Mastercard rules, you should not be speaking publicly about these subjects.

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