Taking Care of the Vendors instead of their Clients


My Complaint: In early July, I kept getting texts informing me that my debit card was blocked and that I needed to call Customer Service. The first three were really stupid and they reinstated my card use immediately after each call. The fourth one was to check to see if I wanted an automated transaction to go through. When they told me what it was I informed them that the transaction actually occurred at least 10 days earlier and that, when I actually saw what the product was, I realized I already had the product. I immediately sent an email to the vendor explaining that and requesting that a refund be issued. Since the charge did not show on my Net Spend statement I assumed they got my email and complied with my request. So I told them that I definitely did not want the charge processed. I was told that it would not be. It was taken out of my pending list that day. Unfortunately, the next day it appeared in pending again. I called again and spoke to another CS agent. He assured me he was removing it permanently and that he would make sure it did not appear again. The next day (July 14, 2017) not only was it there but it had been processed. Having been with Net Spend much longer than anyone should be, I knew what that meant. I now had to contact CS to file a dispute which then had to be investigated. Net Spend’s investigations take longer than most multiple murder investigations. So, even though I was not the one who made the error, I was definitely going to pay for it. Their routine is that after two weeks, they will issue a contingent credit until the investigation is complete. They can remove it if they decide you lost the investigation. They did temporarily refund my money on July 28 with a message saying that they were not done the investigation. Today is August 29th, and they are STILL NOT DONE THEIR INVESTIGATION! Customer satisfaction is not a term anyone at NetSpend has ever heard. I had to call three times before one of the agents even filed the dispute although the first two guaranteed me it was done. I’m assuming that it will be completed this year but, at this point, would not be surprised if it wasn’t.


My Demand: I have at least four other similar incidents and am planning on sueing Net Spend.

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