This Business Is Not BBB Accredited

NetSpend Corporation

NetSpend Corporation

(866) 387-7363

NetSpend Corporation

18 years in business
Headquarters
PO Box 2136
Austin, TX 78768-2136
Additional Phone Numbers
  • (866) 226-1551
  • (877) 562-2235
  • (877) 266-9562
  • (866) 753-6324
  • (866) 753-6440
  • (877) 402-5823
  • (877) 814-7679
  • (855) 627-4657
  • (888) 414-8885
Additional Email Addresses
  • customerservice@netspend.com
Additional Website Addresses
  • http://www.netspend.com
  • http://www.paypal-prepaid.com/
  • http://www.AceEliteCard.com
  • http://www.myaxcesscard.com
  • http://www.myskylightcard.com
  • http://www.skylightpaycard.com
  • http://www.brinksmoney.com
  • http://www.gowithpurpose.com
BBB File Opened: 06/13/2002
Business Started: 02/22/1999
Business Started Locally: 02/22/1999
Business Incorporated: 01/01/1999 in TX
Type of Entity
Corporation
Business Management
  • Principal: Mr. Chuck Harris, President
  • Ms. Lisa Henken, Vice President Customer Experience
  • Mr. Roger Kidwell, Senior Vice President of Operations
Contact Information
  • Principal: Mr. Chuck Harris, President
  • Ms. Lisa Henken, Vice President Customer Experience
  • Mr. Roger Kidwell, Senior Vice President of Operations
Business Category
  • Prepaid Debit/Credit Cards
Products & Services
NetSpend Prepaid Debit MasterCard, NetSpend Prepaid Visa Debit Card, Control Prepaid Debit MasterCard
Alternate Business Names
  • Total System Services Inc

Alerts & Actions

Government Action

The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government’s allegations, which have not yet been proven. 

On November 11, 2016 The Federal Trade Commission (FTC) filed a complaint for permanent injunction and other equitable relief in the Northern District of Georgia United States District Court. Charges filed allege NetSpend Corporation deceptively marketed reloadable debit cards. The complaint alleges NetSpend advertised “guaranteed approval,” however in practice approval is contingent upon consumers meeting requirements. Additionally, it alleges NetSpend represents in advertisements that consumers will have immediate access to funds deposited on cards, by stating “No waiting!” and “¡Sin esperas!” and emphasizing that consumers will have “instant acess to [their] money [with] no holds, no waiting.” The complaint states that NetSpend has denied many consumers access to their money and subjected consumers to delays in accessing their funds when attempting to activate their cards. 

Netspend responded to BBB on December 16, 2016 with the following statement regarding the pending complaint:

"Thank you for contacting NetSpend about this matter. NetSpend filed a motion to dismiss on December 14, 2016.As mentioned in our public statement:

At issue in the complaint is whether consumers were deceived because of NetSpend’s compliance with federally mandated obligations under the USA PATRIOT Act to confirm the identity of those acquiring NetSpend prepaid cards. NetSpend takes seriously and carefully adheres to these legal mandates to fight identity theft, money laundering and terrorist financing and believes that no one was deceived or harmed by the company’s compliance with these legal obligations. The complaint also relates to NetSpend’s fraud controls, which are required by federal law, including the FTC’s own Red Flags Rule, to monitor accounts for account takeover and possible fraud in order to protect consumer funds. These processes are not deceptive, but instead comply with the law and protect consumers.

NetSpend provides clear communication on every card about the need to activate the card to use the product and we provide clear disclosure about our federally mandated requirement to verify customer identity."

The matter is pending. For more details go to: https://www.ftc.gov/system/files/documents/cases/161110netspend_doc_1_complaint_redacted.pdf?utm_source=govdelivery.

Pattern of Complaint

Based on BBB files, NetSpend Corporation has a pattern of disputes alleging unauthorized charges on consumer prepaid debit cards not being refunded. Specifically, complainants allege they report unauthorized transactions, with NetSpend then stating no errors were found and no credits were issued because NetSpend was unable to identify that an error occurred.

Additionally, NetSpend has a pattern of disputes alleging unclear disclosures and misinformation during the consumer dispute process for unauthorized debit card charges. Specifically, complainants allege when filing a unauthorized transaction dispute they are given initial time-frames for resolution in the 5 to 7 business day range which is then extended up to 90 days.

NetSpend also has a pattern of disputes alleging consumer’s purchase a NetSpend prepaid debit card, send in identification documents required and are still unable access to funds. Consumers further allege there is a large delay in either being given access to funds or receiving refund checks through the mail. In a few instances consumers alleged they purchased what appeared to be a gift card from NetSpend before finding out they must provide personal identification documentation they feel is excessive to be able to use the card.

NetSpend generally responds to complaints by explaining their investigation of unauthorized charges found no error so no credit is issued. NetSpend further responds by stating they had reason to believe the consumer benefited from the transactions and a letter explaining the decision will be mailed to the consumer. NetSpend generally responds to complaints concerning transaction disputes by stating investigation time frames afforded to financial institutions are set under Regulation E.

For more details regarding disputes received by BBB, please visit the complaints tab.

 

NetSpend Corporation

THIS BUSINESS IS NOT BBB ACCREDITED

NetSpend Corporation

Customer Review Rating:

Positive
21%
Neutral
3%
Negative
76%