I have a Netspend Prepaid VISA card that I monitor frequently via the internet. On 5/30 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 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. I submitted a dispute resolution form as instructed on June 3. I received a letter from Netspend dated 6/17 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 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, 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.
0 comments