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NetSpend review: Prepaid card customer service 1

S
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6:53 pm EDT
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I've had a NetSpend prepaid card, account ending 3490, since 201. I added my wife as a secondary account holder. My wife has her SSA benefits directly deposited, and has received them directly deposited to the same NetSpend account.
Then out of the blue, my wife checking our online account noticed that her card was just eliminated, deleted, erased; without any notification.
The card was not expired, she had already gone through the entire verification process submitting identity verification, which was successfully received, verified and approved.

So she contacted NetSpend CS receiving the automated system, she entered her card number, and the automated response was "Invalid card number", so she had to enter her SS number to access our joint account. The response from the automated system was "if you'd like to request a replacement card press ...", so she did.

Within a week, I received a second card in my name, so I sent a text through netspend's application, explaining the situation, and asking for information on who had deleted my wife's card And that the card they sent me was not requested, that in fact my wife still needed her replacement card

The response message I received stated that they couldn't send me another card because I already had two cards
I responded again through netspend's application message center, that the replacement card should've been for my wife.

She finally received a new NetSpend card, but it was for a new account, so my wife still has no access to our account

Two days later, in 9/4/24, my access was also denied, we could not access our account by phone, or online. This was extremely unusual because in the past NetSpend would always send a text message or email whenever there was an issue. And once we submitted whatever information NetSpend was requiring, we would receive a confirmation email, or text stating the account issue has been resolved. "You may now access your account"

When we called the NetSpend CS center the rep sent me a text message with a link to help me verify my id. I had submitted all the documents a dozen times within two weeks, before I received an email stating that all my documents had been received, verified, and approved, and that we were to contact NetSpend CS to get instructions on how to unlock our account.

So when I contacted NetSpend CS, I was informed that I still needed to submit my documentation So I forwarded the email that I received from netspend support, to NetSpend, stating that all my documentation had been approved , and no other documents were required, and I've called NetSpend CS rep at least four more times;each time I explained that we had received confirmation that all the required documentation had been received, verified and approved, but they just keep repeating that I need to resubmit my documents.

It's been nearly a month, since we've had access to our account My wife's SSA benefits is the only funds we have, and NetSpend states in their policies that they will not accept direct deposits for anyone who does not have a card for the account the direct deposit is made.

We are both disabled seniors, I have a terminal condition. We live in a rural area, which does not have public transportation. We have no vehicle, and we are now completely out of food. Are power is at risk of being shut off if we do not make our agreed monthly payment, as we will be two months behind this week.

I tried to pay our utility bill in Sept by purchasing two gift cards, not realizing they were both associated with NetSpend. I activated both cards successfully, and the available balance was confirmed online.

However, I have tried numerous times to pay the utility bill, and each time my payment is declined.
Please advise.

Desperately Frustrated

Desired outcome: Access to our NetSpend account, specially unlocking our account, and advising why the gift cards payments are denied.

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N
N
Netspend Brand Specialist
US
Oct 10, 2024 1:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hello Sandy,

Thank you for providing this review. Our team has escalated your concerns to our Complaint management team for further assistance. Someone will reach out to you and assist you further with your concerns regarding the account.

We appreciate your candid feedback.

Thank you,
Brand Reputation Specialist
Eric

S
Author of the review
S
Sandy Lawler
Samoa, CA, US
Oct 11, 2024 2:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Thank you for your response.

Yesterday 10/10/24, at 10:03 am, PST, I received notification that my account had received another direct deposit of $1080, which is my wife's, Lisa Lawler, SSA benefits, and that our balance was now $2357.

This may not seem like much money, but where my wife, of thirty years, and I have been penny less, since 09/04/24, the day that our NetSpend account, ending in 3490, was locked; this amount is extremely significant to us; as it represents two months of our living necessities that is crucial in sustaining our basic human needs.

After nearly six weeks without the funds needed to cover our basic necessities, our living situation has gone from: unacceptable and intolerable; to serious; without the supplies I need to prevent a serious life threatening infection from reoccurring, my medical situation is now at high risk and volatile; and without warning can easily escalate to grave, and life threatening.

I have a medical condition that causes a life threatening infection, with a mortality rate of 57%. As a result of these recurring infections, I have had several life threatening surgeries, that also required three to six weeks of recovery in ICU.

Unfortunately, without warning, or any explanation, we have been denied access to our NetSpend account that we've maintained for the last four years.

Still since 09/04/24, we have cooperated fully providing NetSpend with all the information, uploading sensitive documents for identity verification, and followed all the different instructions that we received by, phone, email, text messages, and following links to submit docs to ID scan.

We also have received confirmation directly on our status page for Netspend ID scan, as well, an email confirmation from documents@netspend.com, stating all the necessary information needed to unlock our NetSpend account has been submitted, received, verified, and approved, as of 09/14/24.

It is now 10/11/24. The fact that we still do not have access to our NetSpend account after six weeks; nearly four weeks since we received confirmation, can only mean that the reasoning for denying me access to my account has nothing to do with verifying my identity, and whatever the reasoning for not disclosing the true purpose for denying me access to my account can only be suspect.

After I received your reply to my post on complaints Board com yesterday, this morning I received this email, see copy attached, from no reply NetSpend, stating that I needed to retrieve my message from NetSpend; using my online account to access my inbox, which of course, since my account was blocked, I've been unable to access my account online.

In fact, I only discovered that my account was blocked, while trying to login to my account; i received the same error message then as I did today. See screenshot attached.

Please be advised that my wife has been and continues to be a secondary account holder, even though NetSpend removed her card last June, without any notification at all, and even though her SSA direct deposit has continued to be deposited to this account; after numerous attempts NetSpend has neglected to replace her card; she still has my authorization to speak to NetSpend for any issue relating to this NetSpend account ending in 3490, on my behalf. This is necessary due to my medical condition, I need her assistance when conducting business issues

Please respond immediately, time is of the essence, as I seriously do not want to have to take legal action, I just need my money.

Thank you
Sandy Lawler primary
Lisa LaDeRoute-Lawler secondary
sandylawler81@gmail.com
[protected] voice and text
[protected] text pin verif

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