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NetSpend Corporation complaints

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PO Box 2136
Austin, TX 78768 | Get Directions

(866) 387-7363

http://www.netspend.com

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Total Amount in Dispute:
$343,303.00

Total Amount Settled:
$10,567.00

Complaint Experience

99%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

193 complaints against NetSpend Corporation closed in last 3 years.

Complaints	Type of response
11	Making a full refund, as the consumer requested
0	Making a partial refund
147	Agreed to make an adjustment
0	Refusing to make an adjustment
35	Refuse to adjust, relying on terms of agreement
0	Unanswered

193 complaints against NetSpend Corporation

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7/13/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: $742.00 Amount Settled: $0.00

Customer Complaint

6/26/2026

I have been using NetSpend for over 9 years 8 years and I lost my card and I called to cancel my card and the charges on my card I never use any of those places some said was online Monopoly what's that instacart never had I didn't know what instacart was until it appeared for my phone when they use my card no one never had my PIN number no one never went to a ATM machine they gave me the money back back in March but now they taking it back they took it back saying that is they found me liable I don't understand how because the way the person used the car they kept using and using and using and using it they should have shut the car down then they noticed that that was fraud so I need your help and getting my money back the dispute number is 405-96-9 6728 00 and also 202-60307 Resolution Sought My desire outcome is to get my money back it's not right

Company Response

7/1/2026

Upon receiving her complaint, we escalated the claim to our senior management team for a thorough re-review. We are pleased to inform you that our dispute specialists were able to successfully reverse the original decision. The credit in question has now been fully processed and applied to Ms. Wade's account. Furthermore, we spoke directly with Ms. Wade over the phone today, July 1, 2026, to provide her with this update. We confirmed the details of the reversal and the applied credit, and Ms. Wade expressed her agreement and satisfaction with this resolution. We appreciate the opportunity to work through the Business Consumer Alliance to ensure a fair and positive outcome for our customers. We now consider this matter fully resolved.

7/1/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: Amount Settled: $0.00

Customer Complaint

6/25/2026

I am on SSI, my check is deposited into NetSpend, a couple of days later the money is no longer in my account. I called them and they told me to file a dispute -this was on 5/28, to this day I have not heard anything until yesterday they told me I had to pay $50 for a refund because someone stole my check. I don't have any money it was stolen from my account. They don't know who took my money but expect me to pay to have it refunded Resolution Sought To have my money without having to pay the $50

Company Response

6/26/2026

We have attempted to reach the cardholder by phone multiple times and were unable to reach him. We sent an email as well. The dispute is still open with the first update set for 6/29/26. The card holder is eligible for a provisional credit until the dispute is resolved. We will continue to share updates with the cardholder via email. We appreciate the opportunity to address this cardholders concerns.

Customer Rebuttal

6/28/2026

Here it is a month later and still nothing. It didn't take whoever stole my money this long.

Company Final Response

6/30/2026

Please be advised that the cardholder’s claim was recently reviewed and has been closed. Following a thorough investigation, no error was found regarding the transaction or account activity in question. If the cardholder wishes to receive the documentation used during our investigation, they are welcome to contact our Customer Service team directly at 866-387-7363. We will be happy to provide these documents via email or standard mail upon request.

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