Business Profile

Prepaid Debit Cards

Ouro

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ouro's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,659 total complaints in the last 3 years.
348 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 10, 2025, I connected my NetSpend account to my ****** account because that's the way that I send my daughter money. Well, shortly after I did that, the next thing you know, there's a $128.47 transaction missing from my checking account. Okay, so I contacted ****** right away. Hey, **** then in turn added the money back to my NetSpend account and then the very next daykay, wait, ba back up After they put the money back on my account, I then took the money out and transferred it to pay a bill because that's what the money was for to begin with Okay then The very next day I'm $100 in the rear with NetSpend because they have went and let ****** take the money out again So now I can't touch my $70 in savings They're also telling me that I've been refunded the money twice. I have not They're trying to tell me that I don't know where my money is and what my money is being spent on when I am a full-time business student who makes straight A's so I know where my budgeted money is every month. And they wantthey're trying not to give me my money back and they won't let me have my $70 out of savings I'm on hold with them right now
Business Response
Date: 07/30/2025
To Whom This May Concern,
We have reviewed Ms. ******** complaint; however, we have been unable to establish direct contact with her.

According to our records, Ms. ******* submitted a dispute claim on July 12, 2025, for transactions totaling $128.47, which occurred on the same date. We made an attempt to contact her on July 30, 2025, using both the phone number and email address provided in the complaint, but were unsuccessful in reaching her directly.

Our Dispute Resolution Team is actively investigating the matter. As previously communicated to Ms. ******* via email, the next scheduled update regarding the investigation is set for August 8, 2025. Once the investigation is complete and a decision is issued, our team will be happy to provide documentation related to the case and arrange a call to discuss the findings, should Ms. ******* wish to do so.

We appreciate your continued cooperation and thank you for your attention to this matter.

Customer Answer
Date: 07/30/2025
Complaint: 23663994

I am rejecting this response because: I have called these people everyday since this happened so if any time at all they wanted to reach out to me they could have done it any number of times that they hung up in my face I tried to provide video from where I was on the phone with them and they hung up in my face and in three separate times for one in one one day and so I can't provide that video but I've provided my bank statement somewhere ****** first of all had no authorization whatsoever to take money out of my account for anything other than sending my daughter money is the only thing only reason why my accounts are connected and if I'm not allowed to spend one cent over my available balance I would like to know why ****** has a right to go into my account unauthorized and make me have to owe $100 to NetSpend and they've got my savings account ********************** tied up $70 that I can't even touch because if I do then they're going to take it and to satisfy my hundred dollar negative balance so no I do not accept their response they have not tried to reach out to me they have hung up in my face however on several occasions I stopped communication with them when I filed my complaint with BBB

Regards,

***** *******
Business Response
Date: 07/31/2025
To Whom This May Concern,
According to our records, Ms. ******* submitted a dispute claim on July 12, 2025, for transactions totaling $128.47, which occurred on the same date.

As previously communicated via email, the Dispute Resolution Team is actively investigating the matter. The next scheduled update regarding the status of the investigation is set for August 8, 2025. Once the review is complete and a determination has been made, we will gladly provide all relevant documentation used in the investigation. Should Ms. ******* wish to discuss the findings, we are happy to arrange a call with a dispute analyst at her convenience.

We remain committed to resolving this matter and appreciate Ms. ******** patience and cooperation.

Customer Answer
Date: 07/31/2025
Complaint: 23663994

I am rejecting this response because: I received their email telling me the same thing however I tried calling the number that they left in that email to talk to a person named **** I've yet to get a response I've yet to get a call back I even saved the number that way it don't show up in my phone is Spam they have not answered my calls and that email or that message that they sent y'all is the same one that I've been getting from the beginning now if they want to set up a time or if they want to call I have the number saved so I know it's them calling

Regards,

***** *******
Initial Complaint
Date:07/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company sent my 13 year old a debit card without request and have no way to speak with anyone to discuss the matter. I want to know how they received enough information to issue a debit card to a minor.
Business Response
Date: 07/28/2025
We have reviewed Mr. ******* complaint; however, we were unable to reach the customer directly.
On July 24, 2025, Mr. ****** filed a complaint regarding an unsolicited card. Our team attempted to contact Mr. ****** to clarify that these cards originate from our marketing department and are not linked to any active accounts or contain any non-public personal information. We attempted to contact Mr. ****** on July 28, ********************************************************* the complaint, but we were unsuccessful in reaching him directly.
To facilitate the resolution of this matter, we respectfully request that Mr. ****** respond to the email previously sent by our company. We are prepared to assist in resolving this issue once direct contact has been established. Thank you.

Customer Answer
Date: 07/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
Date:07/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in **************, and I had my card charged stays for red roof, in ****************, **, made a complaint and file all reports for several actions taken off my card, they could have call the hotel for proof like they said. next they said its on my card. was not ever on my card. my money was never return. everytime I make a purchase on my money I deposit, they take off money without my approval of these transactions/ I have cards with no action can be done that I put ****** to get into a hotel because of homeless., and still cannot claim my money back, how are they getting away with this. I am 65 but not stupid. I just want my money. I know now none of these cards are safe so I have to live in a shelter, until I can claim a resident. they know we are homeless
Business Response
Date: 07/24/2025
We have reviewed the customers complaint; however, we were unable to reach the customer directly.
On May 17, 2025, Ms. ********* submitted a dispute claim for a total amount of $180.12, concerning transactions that took place on June 15, 2025 and June 16, 2025. We attempted to contact Ms. ********* on July 23, 2025, using the phone number and email address provided in the complaint, but we were unsuccessful in reaching her directly. Our dispute resolution team is continuing the active investigation with the next update being on August 14, 2025. We never received her letter of dispute so we are now moving forward with the next step in the dispute process. We encourage Ms. ********* to please go ahead and send the letter of dispute as requested. Once Ms. ********* receives the outcome of our decision, our disputes team would be happy to send documents of the investigation and schedule a call with her.
We value your continued cooperation and thank you for your attention to this matter.

Customer Answer
Date: 07/28/2025
Complaint: 23636541

I am rejecting this response because:

Regards,

******** *********
Initial Complaint
Date:07/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reference#: ********** Claim#: ******** $566.23 this claim is a dispute I filed due to me being incarcerated at the time of these transactions. And my main concern is THIS CLAIM IS BASED ON TRANSFERS. I WANT TO KNOW HOW IS IT THAT NETSPEND APPROVED THESE TRANSFERS TO LEAVE MY ACCT AND INTO AN ACCOUNT THAT DID NOT BELONG TO ME??!! THE ACCOUNTS MY ********************** WAS TRANSFERRED TO IS NOT IN MY NAME SO WHEN I CALLED THE NUMBER ON MY STATEMENT THEY SAID THEY CANT GIVE ME NO INFORMATION BECAUSE THAT ACCOUNT IS NOT IN MY NAME. SO HOW IS IT THAT NETSPEND EVEN ALLLOWED THIS TO HAPPEN BECAUSE I THOUGHT THEY HAD TO VERIFY IF OTHER ACCOUNT OR CARD NUMBER IS IN MY NAME? THAT SHOULD HAVE BEEN A RED FLAG. SO THIS DISPUTE IS STILL IN THE PROCESS. WHY DID NETSPEND APPROVE THESE TRANSFERS TO GO TO ACCOUNTS THAT ARE NOT IN MY NAME? I WAS INCARCERATED WHEN THESE TRANSFERS OCCURED. CLAIM # ******** THIS DISPUTE GOT DENIED CLOSED CASE! I WAS IN JAIL AND I SENT THE ***** THEY REQUESTED TO JUST GET DENIED BECAUSE OF NO ERROR AND BECAUSE OF MY PHONE. WHEN I GOT OUT OF JAIL MY PHONE WAS HERE BUT MY PHONE WAS RESET WHOEVER DID THIS DID A HARD RESET AND WIPED EVERYTHING OFF MY PHONE NOT LETTIMG ME SEE WHAT THEY DID WHO THEY CALLED WHAT THEY STOLE. I GOT DENIED AND WHEN I CALLED THEY SAID THAT THAT DEPARTMENT WAS GOING TO CALL ME BACK BUT THAT WAS ON THE 9TH WHEN I GOT DENIED THIS DISPUTE. I AM NOT HAPPY WITH THEIR DECISION I WANT TO APPEAL THIS AND I WON'T STOP UNTIL I GET MY MOMEY BACK ESPECIALLY THE MONEY THEY ALLOWED TO BE TRANSFERRED.
Business Response
Date: 07/22/2025
We acknowledge receipt of Ms. ********* complaint and appreciate the opportunity to address her concerns.
On June 24, 2025, at 4:42 PM CST, Ms. ******* submitted a dispute claim for $566.23, concerning transactions that took place on April 12, 2025 and April 13, 2025.
Our dispute resolution team is actively investigating the transactions. A determination regarding a provisional credit to the user's account will be made by July 23, 2025. The final decision concerning this investigation will be issued by September 26, 2025.
Concerning dispute claim ********, for an amount of $2,671.22, which was submitted on June 24, 2025, our team formally closed the investigation on July 09, 2025. The relevant documentation pertaining to this investigation has been provided to Ms. ******** Although the initial investigation by the dispute team did not identify any errors, I have requested a re-review of Ms. ******** claim by the department. We will maintain communication with Ms. ******* to address any and all concerns.
We value your continued cooperation and thank you for your attention to this matter.

Customer Answer
Date: 07/22/2025
Complaint: 23608091

I am rejecting this response because:
Because of the fact that I was in JAIL I've sent proof so I dont know what else yakl need but I do know I will not stop appealing until I am granted my money back. I busted my **** all year to get my hard earned money back from my tax refund and I won't stop till I get it back.
Regards,

******* *******
Business Response
Date: 07/23/2025
We don't understand why the consumer has rejected our response. The matter is not closed, we are continuing with our investigation and are still in communication with the customer. We will continue to work with her until a final determination is made. Thank you.
Customer Answer
Date: 07/23/2025
Complaint: 23608091

I am rejecting this response because:
Again I was denied my disputes and you said it got denied because of some transactions that occurred while I was clearly incarcerated. I've sent you proof as well. And im gonna continue to deny anything until I get back what was stolen from me and what is rightfully mine. And then yall say I made or attempted to make transactions after my dispute was opened well I didnt open my disputes till June 24th the day after I got out of jail. So I dont understand where all this is coming from. But no im not happy not satisfied and im still without my money that I busted my **** off last year for.
Regards,

******* *******
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an unauthorized transaction on my debit card back in June, it was stolen by a friend and she used it. She made several payments summed up to $55.73. This was my ACE Elite/pre-paid debit ending in 9300. Netspend's dispute team didn't think it was a error and they denied my refund! I keep calling them and they will not refund what was stolen from me! There's also another transaction she made for $63.00 and they're no help when it come to phone calls! I'm on hold for 30 mins or more and keep getting denial emails from the dispute team!
Business Response
Date: 07/21/2025
We have reviewed the customers complaint; however, we were unable to reach the customer directly.
On June 30, 2025 and July 1, 2025, Ms. ***** submitted two dispute claims for a total amount of $119.23, concerning transactions that took place on June 26, 2025. We attempted to contact Ms. ***** on July 21, 2025, using the phone number and email address provided in the complaint, but we were unsuccessful in reaching her directly. Our dispute resolution team has concluded their investigation and Ms. ***** is awaiting the documents from our dispute team. Once Ms. ***** receives the documents and reviews our decision, our disputes team would be happy to schedule a call with her.
We value your continued cooperation and thank you for your attention to this matter.

Customer Answer
Date: 07/21/2025
Complaint: 23605891

I am rejecting this response because: I do not like how Netspend takes care of their customers issues. $119 was stolen off my ********************** card ending in 9300 and they need more information?? How?? I explained everything in text. I just want my money back and then close my acct. w/ ********************! I'm displeased how they handle issues, customer service is lousy! Nobody speaks clear English and sometimes don't know very much of whatever is mentioned! I want my money back!

Regards,

******** M *****
Business Response
Date: 07/22/2025
We stand by our previous response and the decision of the disputes team. Ms. ***** will receive the documentation and once she reviews it, if she would like to speak to the disputes team on the phone, we can arrange a call. We consider this matter closed. Thank you.
Customer Answer
Date: 07/22/2025
Complaint: 23605891

I am rejecting this response because: I DO NOT like how they're handling this matter! This was MY MONEY!! I get my SSI and SSD money through them. And the $120 that was used on MY CARD!! IS NOT MONOPOLY money!! Netspend doesn't care about their clients! They're taking this matter, like it's a JOKE!!

Regards,

******** M *****
Initial Complaint
Date:07/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I noticed on June 30th that my money was being used in my netspend account in 3 different states that I don't live in ..one state was CA,2nd state was TX,and the 3rd one was Ny...4 days in a row..so altogether everything that was used added up to 1,443.82$..so I called netspend on June 30th...and they made like they were going to do a dispute within 10 days from the day I called them but nothing was resolved so on the 15th I called them and ask if anything was being done to resolved this issue I'm really upset to hear them tell me that I need to wait 45 days-90days I had ask why do I need to wait that long when it's my money that had been used... that I didn't use when I live in ****** and how can I be in 4 states all at the same time...it's putting a hardship on my cost of living because the money that was used was supposed to be for rent and electricity but now I'm late on my payments...I also told them that I need my money where is my money...so here i am today reaching out to the BBB in asking for help to resolved this issue..please thank you
Business Response
Date: 07/21/2025
We have reviewed the customers complaint; however, we were unable to reach the customer directly.
On June 30, 2025, at 7:29 PM CST, Ms. ******* submitted a dispute claim for $1,098.88, concerning transactions that took place on June 28, 2025 and June 29, 2025.
Our dispute resolution team is continuing their investigation into the transactions and will issue their final decision regarding the investigation by September 26, 2025. We attempted to contact Ms. ******* on July 20, 2025, and again on July 21, 2025, using the phone number and email address provided in the complaint, but we were unsuccessful in reaching her directly.
To facilitate the resolution of this matter, we respectfully request that Ms. ******* respond to the email previously sent by our company. We are prepared to assist in resolving this issue once direct contact has been established. Thank you.
Customer Answer
Date: 07/28/2025
Complaint: 23616386

I am rejecting this response because:..when I first spoke to the company on the 30th of June they had explained to me that they will reach out to the merchandises and see if I could get back the money that was stolen from me and if I don't hear or get back what was taking from by the 15th then I should go ahead and email the company back...I had received a email from the company after the 15th..it was sent to me on the 20th stating because I didn't send an email to them by the 15th I wasn't being credited...from what they told me the day I spoke to them on June 30th was different from what the email that I got from the company so I had called them up and try to work things our with them in getting back what was taking from me but they said because I didn't respond by the 15th then they couldn't credited me back my money...that day that the email was sent was already 5 days pass the 15th...so when I spoke to the company they told me they couldn't find no recordings which is a lie because they have recordings when costumers call them...so a person name ****** from costumer service had called me twice and I had missed his call back then called back and ask to speak to him and the person I spoke to said they can't transfer me to him because it is a big company he didn't leave me his direct number to reach him...to me this all sounds like a run around...then last night and this morning I tried to go into my account on my phone app and it just shows blank..then I looked at my email and it said that my password was being changed and sent me a code where I didn't ask to change my password...I'm very frustrated and ****** off because the funds that was taking out from my account was to cover for my rent and electricity now I am behind my *********** this is why my decision rejects and do not accept the response made by the business to resolve this complaint

Regards,

***** *******
Business Response
Date: 07/30/2025
To Whom This May Concern,
We are following up to reiterate our response regarding Ms. ******** complaint, and we stand by the information previously provided.

Our records indicate that on June 30, 2025, at 7:29 PM CST, Ms. ******* submitted a dispute claim in the amount of $1,098.88, related to transactions dated June 28 and June 29, 2025.

As previously noted, our Dispute Resolution Team is actively investigating the matter and will issue a final decision no later than September 26, 2025. In an effort to advance the investigation, we attempted to contact Ms. ******* on both July 20 and July 21, 2025, using the phone number and email address provided in her complaint. Unfortunately, those attempts were unsuccessful.

Additionally, we note that a signed letter of dispute has not been received from Ms. ******** In accordance with our dispute processing policy, the absence of this required documentation renders her ineligible to receive a provisional credit at this time.

To assist in resolving this matter, we respectfully request that Ms. ******* respond to the email previously sent by our team and submit the required documentation. Once direct contact is established and all necessary information is received, we remain committed to moving the investigation forward and providing appropriate support.

Thank you for your attention to this matter.
Customer Answer
Date: 07/30/2025
Complaint: 23616386

I am rejecting this response because:because like I had written in a few other complaints that I could not get incontact with the person from net spend costumer service with the name ****** to be able to talk it over with this situation I have on my netspend card that a fraud had been issued with my funds...when I called up costumer service both july 20th and july 21st the person said I couldn't talk to him because it is a big company...that is very upsetting because they aren't not communicating with me the way they should like how are you going to say I can ask for this person to resolved this issue?but yet not able to direct me to that person...now I live in ****** but my funds was being used In 3 different states all at the same time or a day after some funds was stolen from me...I need my money back that was used this is very frustrating how people can just go into someone's account and take their funds...I need my money back NOW

Regards,

***** *******
Initial Complaint
Date:07/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased and loaded a NetSpend prepaid card from a local market and when I tried to open a account I was expected to give these concessions before I could open an account and spend my ********************** that was already preloaded. I was told that I couldn't even spend the money I downloaded. I sent them my I'd photo plus a copy of bank statement to show residency as requested. But still they're not allowing me to make purchases and I am starting to feel like I'm being mislead or ripped I purchased the card from food for less grocery store in ********. On the111 blvd.and *******
Business Response
Date: 07/15/2025
We have completed a comprehensive review of Mr. ********** complaint and acknowledge his expressed concerns.
On July 14, 2025, at 2:30 PM CST, we tried to call Mr. ******** about his issues getting the block removed from the account to have access to his funds. We were unable to reach him by phone, so we sent a follow-up email. The next day, Mr. ******** emailed us back and we were able to call him on the phone to discover his possible options moving forward. We agreed to order him a new card and move his funds over to the new card once he receives it.
We now consider this issue resolved. We appreciate your attention to this matter and value your continued cooperation.
Initial Complaint
Date:07/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I noticed that somebody try to put 2 fraudulent charges through on my account. So I called in because they froze my access to look at my account. Got it where I could use my card again in my account. Went to the bank withdrew$20.00 And then I made withdraw Of $320.00 and then I'd tried to us my card to buy something to eat and it was declined because it came back as fraudulent activity so I had to pay cash for it and then when I got home I called again to find out that someone scanned my account for $324.99 and this all happened on 06/28/2025 And they told after ten days I would receive i would get my money back into my bank account and I have called over five times just try to get my money back into my bank account and every time I have called all i get is a run around bs and I called and talk to a supervisor and she told me that I would get a update on 07/14/2025 Which just the opposite of what someone told me that I would get two days ago that I would have by moneyback so I'm going to called a Lawyer and see how to get my money back ASAP because I'm disabled and on a fixed income and I need my money.and they also saying the wrong amount $320.00 and they stole $324.99 out my account the same dam day
Business Response
Date: 07/15/2025
We acknowledge receipt of *** ******* complaint and appreciate the opportunity to address his concerns.
Regarding the dispute claim for $320.00, submitted on June 29, 2025, our team contacted *** ***** by phone on July 13, 2025, at 9:00 AM CST, to discuss the matter. Following a thorough investigation, the dispute was officially closed on July 14, 2025, and a corresponding payout has been issued to *** *****.
Should *** ***** require any further assistance or have additional inquiries, please direct him to our Corporate Customer Response Team at ************. Our representatives are available to provide support Monday through Friday, from 8:00 AM to 8:00 PM Central Time.
We value your continued cooperation and thank you for your attention to this matter.
Initial Complaint
Date:07/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They owe me $200 that they will not put back on my card, although they told me that they will put it on my card on the 10th of July after they completed their investigation. Now what had happened was when I went to withdraw money out of the **** I have $650-something in my account. I withdrew $600, which left $300 and about $20-something in there. OK, I had purchased a couple of items at the counter on my debit card. Now, that's not including when I withdrew the $600 out of my account. Anyway, that would leave $300-something into my account after I withdrew that $600 out. I go home, I make a phone call because I always do that to check my status and make sure everything's right. It says that I only had $125 into my account, which is wrong. I also have $328 into my account. So I immediately called NetSpan and let them know what was going on. And that's when they said, well, I had to file a complaint, which they filed a complaint for me because my phone, I was just going off the phone because my phone is messed up. OK, so they completed that and they said I would know something by July 10th. OK, now mind you, this happened in the month of June, like I think June 25th or June 26th. Now this is when this happened. ****. Now they told, when July 10th came around, they're telling me, well, the investigation's been completed. They're not going to refund. They're not going to give me my $200.
Business Response
Date: 07/15/2025
We have reviewed the customers complaint; however, we were unable to reach the customer directly.
On June 25, 2025, at 3:38 PM CST, Ms. ***** submitted a dispute claim for $202.50, concerning transactions that took place on June 5, 2025, at 11:21 AM CST.
Our dispute resolution team has concluded its investigation and determined that no error occurred, as the evidence indicates an authorized individual(s) performed and/or benefited from the transactions in question. We attempted to contact Ms. ***** on July 11, 2025, and again on July 15, 2025, using the phone number and email address provided in the complaint, but we were unsuccessful in reaching her directly.
To facilitate the resolution of this matter, we respectfully request that Ms. ***** respond to the email previously sent by our company. We are prepared to assist in resolving this issue once direct contact has been established. Thank you.
Initial Complaint
Date:07/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Someone's stolen my car and my pin number was with it I filed a dispute I suppose to have to have gotten my refund today but I didn't why
Business Response
Date: 07/14/2025
We have reviewed the customers complaint; however, we were unable to reach the customer directly.
Ms. ******** opened a dispute claim with us on June 25, 2025, at 3:52 PM CST, for $70.09. This claim is regarding transactions that occurred on June 6, 2025, at 4:24 PM CST.
Our dispute team has concluded that no error occurred because the facts of the investigation determined that an authorized person(s) performed and/or benefited from the transactions in question. The business attempted to contact Ms. ******** on July 11, 2025 and again June 14, 2025, but we were unable to reach them by phone number or via email listed on the complaint.
The company would like to help resolve this issue for the customer, but we need to be in contact with them. We respectfully request that they respond to the email that we have sent. Thank you.

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