Complaint Review: Netspend - Austin Texas

On August 7th four unauthorized debits of $80 each posted to one of my debit cards, which is provided through Netspend. The charges were from SAWA STC Recharge. I immediately reported this fraudulent activity to Netspend.

I initially thought it would be a good idea to keep a pre-paid debit card which could be used for small purchases, on-line purchases, etc. I felt if the balance was kept low then potential fraud issues such as this would be easier to resolve.

The account was frozen and I was issued a new card.

I was told by a Netspend representative to write a letter disputing the charges and was instructed to fax it to the fraud department. I faxed this letter per instruction on August 10th.

By August 22nd I had received no communication from Netspend so I called them. I was told I would receive a call from an investigator within 10 business days from the date the letter was faxed.

This representative assured me that someone would call me by the end of the week.

This did not happen.

Having received no communication by August 27th I called back and was told by a representative a credit would be issued to my account the following day (Tuesday the 28th) in the total of $320.

The next day no such credit appeared.

I called back on the 28th and was told the same thing, a credit would appear the following morning of the 29th in the amount of $320.

This did not happen.

I decided to start recording the calls. I posted the first call on my most recent podcast "Big Phil's Love Parade", the direct link to the show is here: http://media.libsyn.com/media/bigphil/show_97.mp3

Listen to the call and be the judge. This is the first of several calls I recorded concerning this issue and will post follow-up calls on future shows.

As a customer I feel there are several issues which need to be addressed:

1. Follow through. As a customer, when I'm told to expect a call within 10 business days I expect a call within 10 business days. I shouldn't have to keep taking my valuable time to call back and follow up when something I have been told will happen doesn't happen. This is also a waste of Netspend's resources since the next employee has to deal with an issue which wasn't properly handled.

2. When a customer is provided information it should be accurate. As a customer I deserve a reasonable expectation that information I receive is accurate. Just one example: I was told by a representative on three separate occasions (one of which you can hear this on the recorded call) that I would receive a credit in the amount of $320. I received a credit on Friday the 31st for only $80.

3. Your employees should be your greatest asset. If they are well trained, well compensated and treated well they will represent a company well.

I'm not sure at this point if the employees provide misinformation on purpose, if they really believe the misinformation they provide or if they just provide an answer to satisfy the customer and get on to the next call.

At any rate there does not seem to be a sincere effort on the part of Netspend employees to assist an upset customer.

Big Phil

Oklahoma City, Oklahoma

U.S.A.