Mr. Henry:
I've been a Netspend customer since October. I've stayed with Netspend ONLY out of convenience because be assured there is absolutely no other reason. Your customer service department is a joke, not helpful at all and doesn't even make a slight effort to try and find an answer to questions they don't know how to answer. All of that and then saying 'is there anything else I can help you with' before they hang up!
On January 30 the IRS transferred a large income tax refund to my Netspend account. But oddly the money has yet to be credited to my account!? I've spoken to Netspend every day since the 30th, been 50 cented to death calling a million times to check, checked my account online at least twice every day, sent emails all trying to get an answer to why the money has been credited - your companies help? They don't have any idea where it is and only keep saying it's not been received. The amount I'm waiting on Mr. Henry? A little over $5K. Now I've no doubt your not worried how to pay your family's electric bill but be certain I am! I lost my job almost 6 months ago and struggle each day to just get by. I'm single, have a 16 year old daughter at home and also my 20 year old son living with me with HIV. My few penny's are precious, needed and sure as hell don't have time to be aimlessly wondering around the cyber world or gathering interest in someone elses account! It would seem that Netspend would want to help me find out where all that money is? My routing number, account number, full name, address and every other possible bit of information has been verified with Netspend and the IRS at least 5 times this week. Everything is correct but alas still not a penny of the money in my account! Your website does say that the deposit might be sent to your Risk Management department because of the amount - for a period of 24 to 48 hours. Well we're way past any timelines Mr. Henry and if it is in your magical Risk Management Department your customer service representatives apparently wouldn't have a friggin clue about it or they are exceptional at playing the idiot lead role.
The IRS on the other hand has been extremely helpful in answering my questions of 'where'. I've sat on hold for I'm sure at least an hour getting through to the IRS but they at least have intelligent, plausible answers and do something extraordinary - they offer help. Amazing! Per the United States Government, Mr. Henry, there has not been any rejection code from the ACH they sent Netspend and I was told specifically by an IRS representative that the problem was on your side! The IRS clearing house has sent the funds but Netspend clearing house has failed to pick it up. Hence the code number 10 on my information with the IRS - that's helpful information - see they can specifically tell me that the money has been sent but not picked up by your side. What do I get when I call your customer service representatives, besides a smart remark when I say 'excuse me' because I'm not able to understand the English language with an Indian accent, nothing but basically 'kiss off' we don't have your money!
I've no doubt the funds will show up eventually Mr. Henry.netspend will possibly get their crap together with your automated clearing house (which isn't very automated apparently) and the funds will be credited to my account or I'll have the IRS cancel the transaction. If it does show up in my account I'll be sure to spend every single penny as quickly as possible so Netspend isn't provided the luxury of gaining more interest off of my money! After all of this - well I'd tell you what you can do with your Netspend card but I'm trying to be somewhat of a lady! Attached is a copy of the 2 responses I've received from the 7 emails I've sent your customer service department. One is of particular interest where Daphne explains how it takes a few days after the ACH is sent, blah, blah, blah. Mr. Henry - it's been quite a few past 2 or 3 days don't you think?
I'm also filing a complaint with the BBB, posting this email on complaint and all other sites I can find to tell my story. I am a business woman Mr. Henry and have an understanding of accounting, procedures, ACH, etc. I understand that some times things happen beyond our control, however, I don't understand a company that says:
NetSpend Corporation is one of the premier providers of innovative, accessible prepaid debit cards that enable financial freedom for under-banked consumers. Grounded by a mission of financial empowerment, NetSpend is committed to meeting its customers' financial services needs on their terms while offering the convenience, security and acceptance of conventional financial services.netSpend's proprietary processing platform allows it to support prepaid card programs end-to-end from customer acquisition and card fulfillment to customer service and risk management. The NetSpend (R) Prepaid Card Network includes leading consumer brands and companies serving the un-banked and under-banked markets, and its strategic relationships include card issuers, EFT networks and payment card associations.
Seems a lot of smoke being blown up a lot of peoples...
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