Complaint Review: Netspend

My uncle whom I am the POA for finances and Health because he had a major stroke, reached out to netspend because he forgot how much I told him would be available on the card.  This is my uncles tax refund money.Typically his taxes are done and deposited to his account.  This year we used turbo tax and decided that it would be better for him to have the card and I would monitor the spending on the card.  He phoned the company and because of his stroke they could not understand what he was requesting.  He soon became frustrated and asked me to reach out to netspend.  I think he was trying to order peapod groceries.  I reached out to netspend and spoke with a gentleman name Allen who told me to e-mail my power of Attorney to the company so I could be able to speak on my uncles behalf. Allen also asked me to send a picture of my uncle, his date of birth along with his social security card.  I did exactly this.  Sean a customer care specialist reached out to me via e-mail and told me that the company was unable to accept the Power of Attorney docement electronically and that I was informed wrong.  They are holding over $6,000 of my uncles tax return that is rightlfully his.  They gave me a reference #to place on all of the material.  I spoke with someone from the legal department on March 9th, 2017.  I was e-mailed: "Here are your options for submitting the documents we need to proceed:

Take a picture of the document(s) with your smart phone:  "Send picture(s) via e-mail to :documents@netspend.com.  Be sure to include your reference number in the subject line.  we recommend laying the document on a dark surface and taking the picture from above: please make sure that your pictures is not blurry and includes the entire document."  I did exactly this again.  Phoned the company and was placed on a hold for over an hour.  Some one from customer service told me that they are now requesting for me to send my social security.  I am not the primary card holder.  Again my uncle has spoken with these people every day since March 7th, 2017 to ensure that he is the individual to whom the card belongs.  On March 11th, 2017; I was asked to provide proof that my uncle reside at my address; utility bill, mortgage statement, his W2, and the list is endless; they keep coming up with things that I have to produce. I happen to be a long term care Ombudsman and know how to advocate for seniors who have been financially exploited and the list is endless.  I have kept every e-mail and at this point do not want to engage this company any further for something that is rightfully my Uncles.  The POA is good enough and should be honored since my Uncle has spoken with netspend and verified his name, social security and date of birth.  This is fraudulent and something needs to be done. They have placed a hold on the netspend card.  I do not want this company stealing my uncles tax return because it is for his care.   

Kathleen Chicago, Illinois