I noticed an inquiry into my account about a week and a half ago from a phone. I didn't call to inquire but for 50 cents it wasn't worth the dispute. Yesterday I came home from the store to check my account online and couldn't get into it. It finally locked me out and I called. They changed my password for me along with my email. I was able to log into the account. While I was on the phone the customer service woman told me what my transactions were. Everything was fine except for one transaction where at 8:28pm someone had called and checked on the balance. She swore it must have been my husband, however he is not on my account, nor does he have the information to access it. After logging on, there were 4 or 5 inquiries on the 7th from someone calling in and several over a span of a few days. I spoke with my husband and he did not look into my account or into his (I ask in case they messed up and charged me instead of his account.) I thought that someone may have gotten a hold of my card numbers so decided to move all of the money from the checking to the savings so that no one could use the numbers from the card. Feeling fairly safe until I could get to the ATM the next day and withdraw everything that I could I closed out of the account. I transferred $983 and had $2 and some change in the savings. I checked to make sure it went through and logged out of the account. About an hour later I was getting a bad feeling and went to log into the account and again I could not get in. I kept the password as to what they gave me so no one could guess the password. After several attempts, it locked me out. I then called Netspend again, but by now they were closed. I followed the prompts and got an account balance. $1.50 in my checking and 6 cents in my savings. This was impossible. I then went through their website to see if there was anything I could do at 10:30 at night. I found that if you are set up with text for your transactions I could text a number and put a code in and get my balance. I only get the messages for a deposit, not everything. Again, I got the same response with the same amount. There was another code that I can get the last transaction. It said that there was a user transfer from my account to James Coleman in the amount of $978. I do not know this person, nor have ever heard of anyone by this name. There was nothing I could do until the next morning. At 8 am I was on the phone with Netspend to a customer service agent that was pleasant and expressed her apologies and told me she would get me to the dispute department so they could get my money back. That was after looking into James Coleman and not being able to find which account it was transferred into, as he has 57 accounts with Netspend. I spoke with customer service who basically gave me the run around, told me that it would take 10 business days to be able to investigate this as there were a lot of accounts this guy has. I asked to speak with a supervisor. After 20 minutes on hold I hung up and called back figuring they put me into space because they didn't want to deal with me because at this point I was raving mad. I have no gas in my car and that was all the money I had to pay bills and such, not to mention I had already had an e-check out for my phone bill that I paid a few hours before. The next call I was put on hold for 30 minutes. I hung up and called back again and told them I didn't want to be put on hold. The male customer service agent said that it was a long wait for a supervisor, but that he would transfer me straight there. 42 minutes later a human picked up the phone. That was after listening over and over again to "We have your back, we monitor your account and if there is any suspicious activity we will contact you. If we are unable to contact you we will block your account until we can verify the transaction." The supervisor was not any help. Same song and dance as the dispute department except this one wanted me to fax a letter. Ok, a little impossible because my gas tank is empty, I live in the country, there's only one place to fax from (the library) which is closed until Monday. Not to mention I don't have gas to get there or to pay for the fax service. They told me I could dispute it through my account. They couldn't understand that I couldn't get into my account because this person changed my information again. I finally am able to write a letter with my signature and scan and email it to them. I am also a little leary about mailing them anything through their website since this person could email them and tell them to stop the dispute because they found the mistake or something and I would never know. The also informed me that this must be my fault because in order to change all of that around, they had to know the answers to my secret questions. Since I answered the one about my first pet's name as my favorite pet's name, this couldn't be. Besides, no one comes to my house to gain my information. They informed me this was done by computer. While I was on the phone with the supervisor (Brian), he said that they tried to take money again from my account. He got into this guys account and transferred $6 back to my account, that is now blocked. I pointed out their advertisement on the phone that just seemed to enrage me every time I heard it and he just told me that I had to wait 10 business days. When I asked if I would ever see my money again, he said he couldn't give me an answer because if they couldn't he wouldn't want to lie to me. I pointed out all the suspicious activity that they allowed to happen. Two times the email/user name and password were changed. A bunch of phone inquiries that never happen any other time. A transfer of all funds to savings which I barely use, and then a transfer back to checking and a wipe out of the account all within an hour. Not to mention a user with 57 accounts. I said they should have his information since we have to provide that to open an account. They don't have it. I said that they should be able to see where the money went. They can't find that. He was going to call me back today, it is now after 8pm and I have heard nothing. Meantime as of Tuesday I will be without electricity. I have a child that needs to eat. A dog, cats, horses, chickens and ducks that are hungry also. I don't have a credit card and cannot get a loan to get me through. Not to mention I don't know what other information was compromised. I am VERY careful with this information. I mentioned an inside job. He told me that it will be 10 business days. I spoke with the KXAN TV in Austin, Texas, as they have an investigative reporter and Netspend is in Austin. I filed a report with my local sheriff and with the FBI. I will be contacting my lawyer on Monday to see about suing Netspend, as they are advertising that they protect you when they clearly don't. Nor could they be following the law if someone opened 57 accounts with no verifiable information. You can contact me at ban_vaccines yahoo.
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