I have been having the same problems as all here have had with this company. The biggest dilema that I have incurred with them is the fact that approximately a year ago I opened an account with these people. I was issued a temporary card to use at that time. I then moved to a new address. Did the proper change of address procedures as anyone would do, through the postal service and called net spend directly to update my information. Then I realized that my card with my name on it did not arrive. It was not sent to my new address by the post office (transferred from the old address). I then called net spend to inform them that my card did not arrive.
After explaining to them I had moved they check and saw that the new address was not changed in their system. I gave them the new information again and was then told that they would cancel the old card and issue a new card to me. 10 business days later, my new card did not arrive. I then tried to use my temporary card issued to me at the local dealer. It wouldn't work. I then called netspend again and again after long length of being on hold I was told that my address was again not changed/updated and that the account was placed on hold because I supposedly reported the card as stolen.
I originally deposited a large amount of money in this account to make a very important business purchase that was to be done on line. I asked when the funds would be released and I was told I needed to report the card stolen to the local police and fax a copy of the report to them. My local police department gave me the report after having to explain to them that it was actually lost in the mail, but this company wants a report that it was stolen the police and I had a very difficult time doing this because in reality it was lost not stolen and that this would be in reality a false report. So while on my cell phone with netspend at the police station the rep actually told the officer that the card was stolen as it didn't arrive to me by mail. I could tell the officer was very uncomfortable making out this report, however he understood that I was trying to recover my money so he did it.
I faxed it immediately to net spend and called to confirm reciept of the fax delivery, and had a copy of the self generated reciept from Kinko's were I faxed the report.netspend then told me that it takes 24 hours for the fax to be "processed". I called back 2 days later (make sure they had the time to process the fax). I then was told that they did not recieve the fax, I sent it again and this time with copies of both confirmation reciepts...
I've now to this date sent this report and reciepts to them 14 times that has cost me over $100 in faxing fees. And they still have not recieved the faxes, and my account is on hold and they will not release it until they recieve the copy of the report. This by the way was in January. I then sent the copies of the report all the fax reciepts and an invoice for all the charges I incurred trying to get this report to them. Please note that they only have a P.O. Address so I was unable to send this information by any type of certified mail. They still have my money. I then called a local attorney who for $100.00 called the company and was told that they would investigate this and get it straightend out. This was March.
I called again today and spoke to another of their customer service drones and was again told that the matter is being investigated and that they cannot do anything until someone (who, I'll never know) completes the investigation. I then explained to this person that I want my money back and I want to speak to the people in charge. I then spoke to a customer service supervisor who then tells me that it will be 90 days before they release my funds as this is the normal time an investigation takes. I then told him that this investigation has been going since March of this year... I think the 90days is well past. He then told me that according to their "computer system" today was the first time this report was generated...
If anyone out there can help me retrieve my money your help would be very appreciated as due to this delay and loss of funds I have had to make serious changes in my lifestyle, changes that noone should ever have to make because of some inept company that cares nothing about their customers or how they do business.
I am looking for an attorney who can assist me in this matter and is willing to sue this company for the $10 billion dollars I want from them for pain and suffering and loss of business income, the loss of money and time attempting to fix this situation, and pay for all the time I have invested in this insanity.
For all the rest of you that are having problems with this, do as I did and raise hell at your local dealers, I did and 3 of them stopped carrying this product and many people locally have been notified of this companys problems.
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