ComplaintsforOuro

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  my account number is **********.i purchased 3 preloaded cards with netspend and was never able to activate them.my first card number is **************** second card is **************** third card is **************** cards have been loaded. i have tried multiple times to reach out to the business to get those cards activated but was never able to do this.customer service is awful, they pass you from one person to another and never reply to your email. business is unresponsive.my ask is to get the check back for the cards i have purchased and was never able to activate and use.thank you!reference number for all emails is *******

  Business response

  08/06/2024

  To Whom It May ********************* you for forwarding Ms. ********* concerns to us.
  
  The card you ordered is a reloadable, prepaid debit card. This type of product is intended for individuals who wish to have access to an electronic form of payment but would like an alternative to a traditional bank account. We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a Card Account with us.
  
  Our records show that on January 25, 2023, Ms.Klimczyk purchased three (3) Netspend Visa Prepaid cards from an Office Depot that is located at ************************************************************She loaded each card with a balance of $500.00
  
  On that same day, ******************** attempted to activate the Card Account ending in 4701.During this online visit, the system requested personal information such as her social security number, address and date of birth. We were unable to verify her identity using the information that she provided to us. As a result, a temporary restriction was placed on her Card Account and we requested that she contact our **************** Department.
  
  When ******************** emailed our **************** Department between January 26, 2023,and March 27, 2023, we notified her that she must contact us by phone for security reasons.
  
  Our records do not show that ******************** contacted us during this time period.
  
  Our records show that when ******************** contacted us on July 25, 2024, the members of the **************** Team were unable to verify her identity during the initial security verification.
  
  In response to Ms. ********* complaint, a member of our Corporate Response Team,******, corresponded with her by email between July 29, 2024, and July 31,2024. ****** explained the information above and notified ******************** that she must provide identifying documents such as her government-issued identification photo card and proof of residency. In addition, we requested that she submit images of each card and the purchase receipt.
  
  Our records show that on August 1, 2024, ******************** submitted her government-issued ID, an image of the purchase receipt and an image of all three (3) cards that shed purchased. However, we did not receive a document to show the proof of residency.
  
  On August 5, 2024, ****** spoke with ******************** and notified her about the information above. ******************** agreed.
  
  We are currently working with ******************** to obtain her documents, to issue her three (3) refunds of $500.00, by mailed check.
  
  We appreciate her understanding and cooperation.
  

  Customer response

  08/06/2024

  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

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On and about the date06/2024,I have been trying to get a lock on my account lifted however to no success.I have E-mailed NetSpend prepaid card a photo copy of my state ID which is my license,it was excepted and also 3 different envelopes with the same address as the state ID ,was not excepted by NetSpend prepaid card. NetSpend Are not the same as Brinks prepaid Mastercard but yet related in some way with NetSpend being above brinks.which is what I was told it could of been NetSpend. by the way I have called Brinks and NetSpend intercepted it didn't know until I was asked for confirmation of my phone number which was an old old number thought they'd shut that acct down I had with them long ago anyway NetSpend has influenced Brinks to put a block on my account and at one time my brinks card was still working but not sure now I'm expecting a deposit Friday the 07/25/ or 26th /2024 and hope the block on my acct will be removed by then OH!one other thing the three different addressed that was sent to NetSpend by way of Email:A letter from brinks prepaid Mastercard a letter with Brinks logo and my address the same as my state ID,Letter from ******** same address,a letter from AMHA or metropolitan housing.

  Business response

  08/02/2024

  Our records show that on July 1, 2024 and July 3, 2024, ****************** contacted **************** to update multiple items on his account (email, phone number, etc.). However,during the call, ****************** refused to answer the required security questions,and the calls ended.
  
  As a result of these contacts, on July 03, 2024, a temporary restriction was placed on the Card Account related to suspicious activity that had occurred on the Account. Later that same day, ****************** contacted **************** and we requested him to send documentation to confirm his identity such as his government-issued photo identification and proof of residency dated within 30 days. The customer was notified that we were unable to remove the restriction from his Card Account until the documents to confirm his identity were received and verified.
  
  We received documentation from ****************** between July 3, 2024 and July 14, 2024; however, we were unable to remove the restriction as he was unable to provide proof of residency.
  
  Our records show that on July 16, 2024, the customer contacted **************** and stated he was confused as to why he needs to provide documents to Netspend when his Account is a ********************** Account. The customer was informed that ******************** is the card issuer for his Brinks Account.
  
  Our records show that on July 16, 2024, the Document Review team attempted to reach the customer but was unable to.
  
  Our records show that on July 17, 2024, ****************** contacted **************** to verify that his future Direct Deposit would still post with the block on the Account and he was advised that his payroll funds would be able to post.
  
  Our records show that on July 18, 2024, ****************** spoke with the **************** regarding the temporary restriction and he was informed in order to lift the restriction he needed to provide the identifying documents.
  
  Our records show that on July 19, 2024, the customer contacted **************** to verify his new phone number and stated he was upset that his Brinks mail documents could not be accepted for proof of residence.**************** informed ****************** we could not accept our own mailings as proof of residency. The customer was notified that we were unable to remove the restriction from his Card Account until the documents to confirm his identity were received and verified.
  
  On July 23, 2024, our Document Review Team attempted to verify the documents received and they were not able to lift the restriction as ***************** had exceeded the limit of times documents could be submitted. Please note that Netspend receives the right to limit the number of times documents may be sent. After six (6) attempts of documentation received from ******************,we were unable to verify his identity, and unfortunately, his Account was closed.
  
  On July 25, 2024, ****************** spoke with our ***************,and he was advised that his Account was closed, and informed him that he could open a new Account if he wished to do so.
  
  Our records show that between July 25, 2024, and July 29,2024, ****************** contacted **************** requesting to have the blocks removed from his Account.
  
  In response to this complaint, a member of our Corporate Response Team, *******,attempted to reach the ****************** by phone between July 29, 2024, and July 30,2024, to request additional information needed to locate his account. ******* also sent emails with the information above.
  
  On July 30, 2024, ******* spoke with the ****************** and he was hesitant to verify his personal information because he was confused as to why Netspend was contacting him concerning his Brinks account; the customer stated he just wanted to know his Direct Deposit status. ******* advised that Netspend was the card issuer for his Brinks Account and ****************** agreed to verify his identity. ******* advised the most recent deposit with settlement date of August 1, 2024, was showing rejected on the Account and informed him to allow 3 6 business days for the sender to receive the deposit on their side. The customer agreed and wanted nothing else when offered further assistance.
  
  To better assist ******************, on July 30, 2024, ******* requested the *************** and ************************** Teams to review all received documents from the customers email addresses. ******* sent an email to the customer to advise him of this request.
  
  Our records show that on July 31, 2024, ******* received update that the customer was verified and the blocks were removed by the ***************. The August 1,2024 SSA deposit was posted to the Account.
  
  ******* spoke with the customer on July 31, 2024, and verified his Account blocks were removed,and the deposit was posted to his Account. She also added a courtesy credit to his account for the inconvenience. The customer appreciated the help and considered the issue resolved. ******* also sent an email to the customer to advise on the information above. ******* also updated the Phone number for the customer.
   
  If the customer requires further assistance with this matter, please have him contact our Corporate Customer Response Team at ************.

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over the past two weeks my account has been compromised.i have changed my username and password multiple times. I received texts asking if I was trying to make purchases and after saying no the transaction was still allowed putting my account negative. Then 7/18/24 my account was wiped clear with transactions that took place in ** where the two that I did make were in ** where I live. Once again I was asked if I was trying to make a purchase andvi again said no. The transaction was allowed along with others in ** and I lost my entire pay and charged a mountain of over the limit fees. I feel it was an inside job as they had all of the new information and created new ghost cards against the account as well as ***** my address

  Business response

  08/01/2024

  Wednesday, July 31, 2024
  
  To Whom It May ********************* you for forwarding Ms.***** complaint to us.
  
  Our records show that on May 31, 2024, ************ contacted us to report that there was an unauthorized transaction for $59.45 for ************** We immediately blocked the card to prevent any additional unauthorized transactions and issued a new card with a delivery timeframe of seven (7) to ten (10) business days. However, we were unable to open a dispute claim because the transaction had not settled on the Account. We requested that she contact us once the unauthorized charge had settled on the Account.
  
  Our records show that on June 3, 2024, ************ logged into the online account center and opened dispute claim number ********. We immediately began our investigation and notified her that the first update would be on June 12, 2024.
  
  Under Regulation E, financial institutions will attempt to resolve dispute claims within ten (10) business days. Under our policy, if a consumer opens a dispute claim within the online account center, we do not require a letter of dispute to issue the provisional (temporary) credit, if the claim cant be resolved within the first ten (10)business days. If additional time is needed after the tenth (10th)business day, we *** issue a provisional credit and notify the consumer the dispute claim investigation will be resolved within 90 days.
  
  Our records show that on June 12, 2024, we issued a provisional (temporary) credit for dispute claim number ********. We notified ************ that the dispute claim would be resolved on or before August 30, 2024.
  
  Our records show that between July 5, 2024, and July 7, 2024, someone identifying themselves as ************ contacted us to update information on her Account, such as email, and online account center password. We updated the information because the individual who contacted us was able to verify the Account information to identify themselves as ************. However, we did place a temporary restriction on the Account due to the suspicious caller.
  
  On July 8, 2024, ************ contacted us because she was unable to access her Account. During the call, we notified her that she needed to speak with our *************** Team for further assistance.
  
  While speaking with a member of our *************** Team, she confirmed that the Account and online activity were unauthorized. For the protection of her funds, we disabled all money transfer features to prevent future unauthorized transfer attempts. As a result, we removed the block and re-secured the Account.
  
  Our records show that on July 9, 2024, ************ logged into the online account center to report an unauthorized transaction for $166.40. We immediately opened dispute claim number ******** and began our investigation. We notified her that the first update would be on July 23, 2024.
  
  Our records show that on July 18, 2024, someone identifying themselves as ************ contacted us to update information on her Account, such as email, and online account center password,and also, requested information regarding the Account. We updated the information because the individual who contacted us was able to verify the Account information to identify themselves as ************. We also provided the available balance and explained that she is no longer eligible for money transfer features.
  
  On this same day, ************ contacted us because she had received a transaction verification text message for an unauthorized transaction. During the call, we notified her that we blocked her card to prevent any additional unauthorized transactions that *** be attempted on the Account.
  
  Later that same day, ************ contacted us because she was unable to log into her online account center. The members of our *************************** notified her that she would need to speak with our *************** Team and transferred the call.
  
  While speaking with a member of our *************** Team, she confirmed that the Account activity was unauthorized. We assisted ************ with updating the information on her Account, such as email, home address and her contact number.  As a result, we removed the block and re-secured the Account. We also ordered ************ a new card.
  
  When ************ contacted our ******************* this same day, she wanted the dispute claims to be expedited. During the call, ************ was notified of the timeframes for the dispute claim process.
  
  Our records show that on July 19, 2024, ************ logged into the online account center to report six (6)unauthorized transactions for $595.95. We immediately opened dispute claim number ******** and began our investigation. We notified her that the first update would be on August 2, 2024.
  
  Our records show that on July 21, 2024, ************ logged into the online account center to report an unauthorized transaction for $114.40. We immediately opened dispute claim number ******** and began our investigation. We notified her that the first update would be on August 2, 2024.
  
  On July 23, 2024, we concluded our investigation of dispute claim number ********. We were able to determine that an error had occurred and provided full reimbursement.
  
  On July 26, 2024, we concluded our investigation of dispute claim number ********. We determined that an error had occurred and the provisional credit that was issued on June 12, 2024, was final.
  
  In response to your complaint,a member of the Corporate Response Team, ******, spoke with ************ on July 29, 2024. She explained the information above and also recommended that she contact the ************************ to report her concerns. She also escalated her concerns about dispute claim numbers ******** and ********, to our ******************* Team.
  
  On July 30, 2024, our ******************* Team determined that errors had occurred on dispute claim numbers ******** and ********. We were able to issue a full payout.  During the review, several high-risk factors were identified and we closed Ms. ***** Account.We marked her personal information as no longer eligible for Ouro-managed services.
  
  On July 31, 2024, ****** spoke with ************ by phone and explained the information above. During the call,****** offered to send ************ the remaining balance of $460.33, by a MoneyGram cash out. She agreed to this.
  
  Ouro appreciates Ms. ***** feedback and for bringing the matter to our attention. We have internally reviewed and addressed the concerns, considering the issue resolved.
  
  Thank you for your understanding and cooperation.
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7.2.24, I found charges: $55, $175, $55 and $175 Racetrack *****, ** store #***. I filed a dispute with Netspend, #********. They gave me a $25 credit but did not return the funds to my account. They said my claim was denied and I would receive an explanation for their decision in the mail, but I have not received it.

  Business response

  08/01/2024

  Wednesday,July 31, 2024
  
  To Whom It May ******************* records show that on July 02, 2024, ****************** contacted our *************************** multiple times to report two (2) unauthorized transactions from RACETRAC for $350.00, had occurred on her Account. During these calls, we notified her that the merchant must settle the transaction before we can open a dispute claim investigation. We requested that she contact us once the transactions were settled on her Account. We also blocked her card to prevent any additional unauthorized charges on the Account and ordered a new card for her.
  
  Our records show that on July 06, 2024, ****************** contacted our *************************** to inquire about the status of her refund for her unauthorized charges. During the call, members of our *************************** notified her that we were unable to provide a refund for the unauthorized transactions and we opened dispute claim number ********. We immediately began our investigation and notified her that the first update, or the tenth (10th)business day would be July 19, 2024. We also provided a courtesy credit of $25.00.
  
  On July 08, 2024, ****************** contacted us to inquire about the status of her dispute claim. We notified her that the first update was on July 19, 2024.
  
  On July 19, 2024, we concluded our investigation of dispute claim number ********, no credits were issued because we determined that an error had not occurred.
  
  Our records show that ****************** contacted our ******************* multiple times between July 19, 2024, and July 23, 2024, and requested to speak with a supervisor of our *******************. During these calls, a member of our ******************* requested that a supervisor contact her, and also,requested that the dispute investigation documents be emailed to ******************.She was notified that there would be a call back within two (2) business and that she could expect the dispute investigation documents within 10 business days.
  
  On July 23, 2024, a member of the ******************* Team provided notification to our ***************************, that we are unable to fulfill a call-back request until we have provided ****************** with her dispute investigation documents.The member of **************** who failed to provide this information to ***************** has been coached.
  
  In response to this complaint, a member of our Corporate Response Team, ******,spoke with ****************** on July 29, 2024. She explained the information above,and also, notified ****************** that she had escalated her concerns to members of our ******************* Team. She also provided ****************** with a courtesy credit of $100.00.
  
  On July 30, 2024, our ******************* Team concluded the review of dispute claim number ********, and determined that an error had occurred. We provided ***************** with a full payout.
  
  On July 31, 2024, ****** attempted to notify ****************** of the updated decision but she was unable to speak with her. She left a voicemail that explained the information above.
  
  We have internally reviewed and addressed the concerns, considering the issue resolved.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Netspend team sent a card, but was unable to be activated. The Netspend company blocked my account access to reset password. I notified Netspend to delete/ cancel account ending in 6471. Netspend was notified that they dont have permission to use my service email, phone number, and residential or mailing address in fraudulent activities.The company address sent via email:Your Netspend Team P.O. ******************************

  Business response

  08/01/2024

  To Whom It May ********************* you for forwarding Ms. ******** concerns to us.
  
  The card you ordered is a reloadable, prepaid debit card. This type of product is intended for individuals who wish to have access to an electronic form of payment but would like an alternative to a traditional bank account. We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a Card Account with us.
  
  Our records show that on September 13, 2023, ****************** requested a Western Union Netspend Prepaid Mastercard Card Account online.
  
  On February 3,2024, ****************** attempted to activate the Card Account. During this online visit, the system requested personal information such as her social security number, address and date of birth. We were unable to verify her identity using the information that she provided to us. As a result, a temporary restriction was placed on her Card Account and we requested that she contact our ****************************
  
  When ****************** contacted our *************************** later that same day, she was notified about the information above. During the call, she requested to close the Card Account. Members of our *************************** initiated the process of the Card Account.
  
  Our records show that when ****************** contacted us on July 21, 2024, she let us know that she was unable to log into her online account center. During the call, the members of **************** notified her to log into the online account center and order a new card. She declined the request to order a new card and requested that we close the Card Account. We immediately closed the Card Account.
  
  In response to Ms. ******** complaint, a member of our Corporate Response Team, ******, attempted to speak with ****************** between July 29, 2024, and July 31, 2024, but was unable to speak with her. She also sent ****************** an email.
  
  ****************** is still eligible for Ouro-managed services; however,she must provide identifying documents such as her government-issued identification photo card, social security card and proof of residency.
  
  We have internally reviewed and addressed the concerns,considering the issue resolved.
  
  Thank you for your understanding and cooperation.
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is my 2nd time experiencing this issue with Cash reloads regarding Netspend. Made a cash reload @ 2:29 PM. July 20th 2024, 3PM and still no funds in my account I went to deposit $500 into my account using the barcode feature they have in the app and the cashier at ********* scanned everything and gave me a receipt so im thinking it worked fine. well i was wrong, i still have not had the money come through to my account and this is not my first time having this exact same issue with the exact same bank, i dont know if the feature just doesnt work properly or what but im out of $500 and i made sure to save my receipt as well as the barcode i used for the add cash. Calling ********* for help leads me nowhere and calling Netspend just tells me to visit the location again. Ill be stopping any business i have moving forward with this *************** because having to wait weeks to get my money thats lost in limbo is not exactly user friendly. I been loving this bank besides the fact i cannot deposit cash into my account because its never processed by Netspend correctly and it never reaches my account. I hope nobody else has to go through this issue honestly

  Business response

  07/29/2024

  Friday, July 26, 2024
  
  To Whom It May ********************* you for forwarding Mr. ********* complaint to us.
  
  Our records show that on January 09, 2024, ******************** logged into his online account center and reported seven (7) unauthorized transactions that totaled $1,927.65. We immediately blocked the card to prevent any additional transactions on the Account. We also opened dispute claim number ******** and began our investigation.
  
  On January 10, 2024, our *************** Team closed Mr.********* Account because they identified several high-risk factors on the Account. We marked his personal information as no longer eligible for Ouro-managed services.
  
   Later that same day, ******************** contacted our *************************** because he was unable to log into the online account center. The members of our *************************** notified him that his Account was closed by our *************** Team, and also, he is unable to log into the online account center if the Account is closed.  During the call, the members of our *************************** also notified him that we were still investigating dispute claim number ********, and the first update would not be until February 7, 2024.
  
  On January 15, 2024, ******************** contacted our *************************** to inquire about the status of his dispute claim and to request the remaining funds that were in his Account and any future funds that *** be credited to the Account. The members of our **************** Team notified ******************** that his first update would be February 7, 2024, and that his remaining balance and any other balances that *** be credited to the Account, would be issued by a mailed check and can take up 7-10 business days to be received.
  
  On January 17, 2024, we issued the remaining balance of $215.37, by mailed check number ******, to the address that is registered to the Account.
  
  On January 29, 2024, our ********************* confirmed that check number ******, for $215.37, had been cashed and there were no further funds that were owed to ********************, at that time.
  
  On February 7, 2024, we concluded our investigation of dispute claim number ********. We found that an error had occurred and we were able to issue a full payout.
  
  On February 12, 2024, we mailed ******************** a check for the dispute claim payout. We mailed check number ******, for $1,942.65, to the registered address that is on file.
  
  When ******************** contacted us on February 13, 2024, to inquire about the payout from his dispute claim, we explained this information above.  
  
  ******************** contacted us between February 27, 2024, and February 29, 2024, he let us know that he had not received check number ******.We notified him that Ouros policy states that we must allow fifteen (15)business days, from the date that the check for his remaining funds were issued by mailed check, to verify the status of the check and, if necessary, we will reissue the check. This is because the check could still be received or *** have been cashed. He was notified to contact us after March 5, 2024.
  
  On March 5, 2024, ******************** contacted us to request that check number ****** be reissued. The members of our *************************** notified him that his request should be made on or after March 6,2024. However, the members of our *************************** did submit a request to our Correspondence Team, to have the check reissued. We notified him that this request could take twenty-four (24) to forty-eight (48) business hours to be completed.
  
  On March 6, 2024, when ******************** contacted us to request that the check be reissued, we submitted a second request to our Correspondence Team.
  
  On March 7, 2024, our Correspondence Team forwarded Mr.********* request to our *********************.
  
  On March 15, 2024, our ********************* determined that check number ****** had been cashed. The members of our ********************* sent ******************** an image of the cashed check and an affidavit form.
  
  Ouros policy states that when a consumer notifies us that they did not receive a check that was issued by mail, but we are able to determine that the check was cashed, they must submit an image of the cashed check and notarized affidavit to our external partner. Our external partner will begin an investigation and it can take eight (8) weeks or more, to be completed.
  
  When ******************** contacted us between March 18, 2024,and July 15, 2024, to inquire about the status of the check. During these calls, he was notified of the information above. Also, during these calls, he requested to speak to a Supervisor in our ***************************. The Supervisors notified him of the information above and escalated his concerns to our Corporate Response Team.
  
  On July 16, 2024, a member of our **************** Innovations Team notified ******************** that we would issue ******************** a MoneyGram because he had not received his check.
  
  When our Management Team was notified of this error. The member of our **************** Innovations Team was coached and removed from handling escalations.
  
  In response to an external complaint that was filed by ********************, a member of our Corporate Response Team, *********, spoke with him on July 19, 2024. During this call, she explained the information above;however, ******************** declined to submit the affidavit.
  
  On July 26, 2024, our Management Team, as a one-time courtesy, applied a courtesy credit of $1,942.65 and $100.00 for the inconvenience that ******************** experienced. We also processed a MoneyGram cash-out for a total of $2,042.00 so that ******************** can access his funds at any MoneyGram location. A supervisor, ***, spoke with him concerning this matter and provided him with this updated information. 
  
  Ouro appreciates Mr. ********* feedback and for bringing the matter to our attention. We have internally reviewed and addressed the concerns, considering the issue resolved.
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The refund of my return of funds for my closed my bank account from ******************** was supposed to happen 6 months ago for $1,942.65. Up until now, I have not received my refund check, which was supposedly sent in January, Between then and now there was back-and-forth conversations Multiple agents on the phone claiming a check was sent with no proof. Finally spoke to somebody in Netspends corporate response team named ******, who promised hes going to reissue the funds to my closed account and MoneyGram me the money and here is the confirmation email which was sent on July 16, 2024 to me. Only hours later, he wrote to me again and rescinded his commitment and his promise about moneygramming me the funds. This is very unprofessional and the bank has violated All norms and procedures has lied to their customers and here is the proof and I will be seeking all remedies.

  Business response

  07/29/2024

  Friday, July 26, 2024
  
  To Whom It May ********************* you for forwarding Mr. ********* complaint to us.
  
  Our records show that on January 09, 2024, ******************** logged into his online account center and reported seven (7) unauthorized transactions that totaled $1,927.65. We immediately blocked the card to prevent any additional transactions on the Account. We also opened dispute claim number ******** and began our investigation.
  
  On January 10, 2024, our *************** Team closed Mr.********* Account because they identified several high-risk factors on the Account. We marked his personal information as no longer eligible for Ouro-managed services.
  
   Later that same day, ******************** contacted our *************************** because he was unable to log into the online account center. The members of our *************************** notified him that his Account was closed by our *************** Team, and also, he is unable to log into the online account center if the Account is closed.  During the call, the members of our *************************** also notified him that we were still investigating dispute claim number ********, and the first update would not be until February 7, 2024.
  
  On January 15, 2024, ******************** contacted our *************************** to inquire about the status of his dispute claim and to request the remaining funds that were in his Account and any future funds that *** be credited to the Account. The members of our **************** Team notified ******************** that his first update would be February 7, 2024, and that his remaining balance and any other balances that *** be credited to the Account, would be issued by a mailed check and can take up 7-10 business days to be received.
  
  On January 17, 2024, we issued the remaining balance of $215.37, by mailed check number ******, to the address that is registered to the Account.
  
  On January 29, 2024, our ********************* confirmed that check number ******, for $215.37, had been cashed and there were no further funds that were owed to ********************, at that time.
  
  On February 7, 2024, we concluded our investigation of dispute claim number ********. We found that an error had occurred and we were able to issue a full payout.
  
  On February 12, 2024, we mailed ******************** a check for the dispute claim payout. We mailed check number ******, for $1,942.65, to the registered address that is on file.
  
  When ******************** contacted us on February 13, 2024, to inquire about the payout from his dispute claim, we explained this information above.  
  
  ******************** contacted us between February 27, 2024, and February 29, 2024, he let us know that he had not received check number ******.We notified him that Ouros policy states that we must allow fifteen (15)business days, from the date that the check for his remaining funds were issued by mailed check, to verify the status of the check and, if necessary, we will reissue the check. This is because the check could still be received or *** have been cashed. He was notified to contact us after March 5, 2024.
  
  On March 5, 2024, ******************** contacted us to request that check number ****** be reissued. The members of our *************************** notified him that his request should be made on or after March 6,2024. However, the members of our *************************** did submit a request to our Correspondence Team, to have the check reissued. We notified him that this request could take twenty-four (24) to forty-eight (48) business hours to be completed.
  
  On March 6, 2024, when ******************** contacted us to request that the check be reissued, we submitted a second request to our Correspondence Team.
  
  On March 7, 2024, our Correspondence Team forwarded Mr.********* request to our *********************.
  
  On March 15, 2024, our ********************* determined that check number ****** had been cashed. The members of our ********************* sent ******************** an image of the cashed check and an affidavit form.
  
  Ouros policy states that when a consumer notifies us that they did not receive a check that was issued by mail, but we are able to determine that the check was cashed, they must submit an image of the cashed check and notarized affidavit to our external partner. Our external partner will begin an investigation and it can take eight (8) weeks or more, to be completed.
  
  When ******************** contacted us between March 18, 2024,and July 15, 2024, to inquire about the status of the check. During these calls, he was notified of the information above. Also, during these calls, he requested to speak to a Supervisor in our ***************************. The Supervisors notified him of the information above and escalated his concerns to our Corporate Response Team.
  
  On July 16, 2024, a member of our **************** Innovations Team notified ******************** that we would issue ******************** a MoneyGram because he had not received his check.
  
  When our Management Team was notified of this error. The member of our **************** Innovations Team was coached and removed from handling escalations.
  
  In response to an external complaint that was filed by ********************, a member of our Corporate Response Team, *********, spoke with him on July 19, 2024. During this call, she explained the information above;however, ******************** declined to submit the affidavit.
  
  On July 26, 2024, our Management Team, as a one-time courtesy, applied a courtesy credit of $1,942.65 and $100.00 for the inconvenience that ******************** experienced. We also processed a MoneyGram cash-out for a total of $2,042.00 so that ******************** can access his funds at any MoneyGram location. A supervisor, ***, spoke with him concerning this matter and provided him with this updated information. 
  
  Ouro appreciates Mr. ********* feedback and for bringing the matter to our attention. We have internally reviewed and addressed the concerns, considering the issue resolved.
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My card info was stolen and I reported it and they it. They never help get my money back and ignored my request for credit ..

  Business response

  07/25/2024

  Wednesday, July 24, 2024
  
  
  
  To Whom It May ************************* you for bringing Mr. *********** concerns to our attention.
  
  Our records show that on May 24, 2024, ************************ reported his card as lost or stolen, in our IVR (interactive Voice Recognition) phone system by dialing the number on the back of his card. The system immediately blocked the card ending in 3749, and a new card was ordered with a timeframe of seven (7) to ten (10) business day shipping.
  
  Later that same day, ************************ logged into the online account center to report four (4) unauthorized ATM withdrawal transactions,totaling $523.50, that occurred between May 23, 2024, and May 24, 2024, on his Account. We immediately opened dispute claim number ******** and began our investigation. ************************ was notified that the first update would be on June 10, 2024.
  
  Under Regulation E, financial institutions will attempt to resolve the dispute claim investigation within ten (10) business days. Because the dispute claim was opened in the online account center, if additional time is needed, we do not require a letter of dispute in order to issue the provisional (temporary) credit. The dispute claim investigation can take up to 90 days to be completed.
  
  When ************************ contacted our *************************** between May 25, 2024, and June 8, 2024, he requested the status of the dispute claim. During these calls, members of our *************************** notified him that he would be provided with an update by the end of the business day on June 10, 2024.
  
  On June 10, 2024, our Disputes Team concluded the investigation of dispute claim number ********, and no credits were issued because they did not find an error. The facts of our investigation determined that an authorized person(s) performed and/or benefited from the transaction(s) in question based on the following findings:
  
           Our records show that the dispute activity follows normal card usage patterns
           Our records show that the *** was not changed prior to the period of unauthorized usage, or that the last *** change was completed by a phone number, IP address,or device linked to you. As at least one of the unauthorized transactions within the claim was *** based and we have determined that the *** transactions were not in error, we also concluded that the signature transaction(s) in the claim were not in error.
           Knowledge of the *** indicates that the card is still in your possession, and not stolen as you reported.
           Our records show that the disputed activity began immediately after a load or deposit to your account. The individual performing the disputed transactions was aware of the funds on the account, suggesting inside knowledge of the account.
  
  Between June 10, 2024, and July 16, 2024, ************************ contacted us by email and phone to request that we review the dispute claim because he disagreed with the outcome of dispute claim number ********. During these interactions, he was notified of the reasons that the determination was made and members of the *************************** requested that the ******************* Team contact him by phone to provide a full explanation of the determination.
  
  In response to this complaint, a member of our Corporate Response Team, ******, spoke to ************************ by phone on July 23, 2024.During this call, she requested any additional information about the dispute claim that he would like to add, and also, explained the dispute claim outcome.He let her know that the disputed transactions had occurred in another state and he had not gone on any recent vacations or trips out of state.
  
  On this same day, ****** escalated Mr. *********** concerns to our ******************* Team. The ****************** Team determined that an error had occurred, and the decision was overturned. We provided ************************ with a full payout of his dispute claim and a refund for any associated fees.
  
  We appreciate the opportunity to resolve Mr. *********** concerns.We have internally reviewed this complaint and consider it resolved.
  
  
  
  
  

  Customer response

  07/31/2024

  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

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 24 2024 I was notified of 3 fraud transactions and on June 26 I had an illegal transfer of funds, the money was replaced but 2 wks later I had another illegal transfer. I called NetSpend right away and was told it will be investigated, on July 16 I tried to login in and was told to call customer service, I called on July 17 only to find out that my account was closed to to fraud activities. I informed that that I was never notified and I have 2 paychecks that are supposed to be in the account today and How do I get my $600 I lost on July 3 from illegal transfer. They said there was nothing that can be done.So that's almost $1200 unaccounted for that I'm owed.

  Business response

  08/06/2024

  Our records show that on June 24, 2024, the system placed a temporary restriction on the Card Account
  for the security of the funds.
  
  Our records show that Mr. ******************* our *************************** requesting to
  remove the temporary restriction from his Card Account.  
  
  The customer verified the attempted login and the temporary restriction was removed by our Risk Department.
  
  Our records show that on June 26, 2024, Mr. ***** Card Account received a direct deposit with a settlement date of June 28, 2024. We posted the funds to the Card Account on June 26, 2024.
  
  Our records show that on June 26, 2024, Mr. **** contacted our *************************** because of a debit card transfer in the amount of $492.50 that he identified, as unauthorized. We immediately blocked the card to prevent additional unauthorized transactions and we opened a dispute claim and began our investigation.
  
  Our records show that Mr. **** filed a dispute via his online account center on June 27, 2024, and a dispute claim was opened in the amount of $75.00, and we began our investigation.
  
  Our records show that on July 03, 2024, Mr. ***** Card Account received a direct deposit with a settlement date of July 05, 2024. We posted the funds to the Card Account on July 03, 2024.
  
  Our records show that on July 04, 2024, the system placed a temporary restriction on the Card Account
  for the security of the funds.
  
  Our records show that on July 04, 2024, the customer verified the attempted transaction as unauthorized via his online center.
  
  Our records show that on July 10, 2024, Mr. ***** Card Account received a direct deposit with a settlement date of July 12, 2024. We posted the funds to the Card Account on July 10, 2024.
  
  On July 11, 2024, we concluded our investigation for the first claim and the customer received a payout of $492.50.
  
  Our records show that on July 12, 2024, we issued a provisional credit of $75.00 for the second claim and the next update is due by the end of the day on September 24, 2024.
  
  Our records show that on July 12, 2024, the customer filed a dispute via his online account center and a dispute claim was opened, in the amount of $585.87, the card was blocked, and we began our investigation.
  
  On July 15, 2024, our **************** Team closed Mr. ***** Card Account,because we identified several high-risk factors associated with his Card Account.We also marked his identification information as ineligible to receive future services from any Netspend-managed programs. The specific details are kept internal for security purposes. 
  Our records show that on July 19, 2024, Mr. ***** Card Account showed a direct deposit while attempting to post. We were unable to post the funds because the Card Account had already been closed.
  
  In response to this communication, on July 21, 2024, a member of our Corporate Customer
  Response Team, *******, spoke with the customer concerning this matter, and she verified the latest direct deposit attempt could not be posted on July 19, 2024. ******* offered to escalate his concern for the newest claim, and the customer accepted.
  
  Our records show that on July 22, 2024, Soledad also sent an email to the customer with updates explaining the information above and included the *** information if needed.
  
  Our records show that the newest claim was paid out on July 22, 2024.
  
  Our records show that on July 23, 2024, ******* spoke with Mr. **** and advised on options to gain access to his funds via MoneyGram or paper check.  As a courtesy, ******* issued a credit to his Card Account and the customer accepted the option of ************************** if not accepted for a new account.
  
  ******* on July 23, 2024, escalated the request for a new Account to our **************** for review.
  
  Our records show that on July 23, 2024, ******* also sent an email to the customer with the information above.  
  
  On July 25, 2024, our records show that ******* spoke with the customer and verified that he is no longer eligible for Netspend Services. At Mr. ***** request, we processed a MoneyGram cash-out for a total of $660.96 so that he could access his funds at any MoneyGram location.
  
  If the customer has any questions concerning this matter, please have him contact our **************** at ************ between 8:00 am and 8:00 pm, Monday through Friday, **************** Time.

   

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a debit card they suspended won't give my access I submitted documents to update the address to my card. That is my money and I demand access to it NOW

  Business response

  07/26/2024

  
  The card ******************** has purchased is a reloadable, prepaid debit card. This type of product is designed for individuals who want electronic payment access but prefer an alternative to a traditional bank account. We are required by the USA PATRIOT Act to collect, verify, and record information that identifies each person opening a **** Account with us. This requirement is also stated on the card package and is visible to consumers before purchase. 
  
  Our records show that on June 27, 2024, there was a **** Account opened under ******************* brand, Netspend. At the time of purchase, there was a cash load of $20.00 to the **** Account.
  
  Our records show that on June 28, 2024, our *************** Team placed a temporary restriction on Ms.********* **** Account and requested to confirm her identity due to the suspicious activity related to her **** Account. 
  
  Our records show that the members of our *************** Team asked that ******************* send documentation to confirm her identity such as her government-issued photo identification and proof of residency dated within 30 days.
  
  We received documentation from ******************** on July 14, 2024, and her government-issued photo identification was approved, however, we were unable to remove the restriction from her **** Account because the proof of residency was not acceptable.
  
  Our records show that we escalated ************************ concerns to our *************** team to review her documentation on July 18, 2024.
  
  In response to ******************** complaint, a member of our Corporate Customer Response Team, ****, attempted to contact her regarding this matter between July 18, 2024, and July 23, 2024, via phone and email advising the information above.
  
  *********************** concerns were escalated to our *************** Team for further review, After further review, our *************** Team advised that we speak to her for further assistance.
  
  Netspend appreciates ******************** feedback and for bringing the matter to our attention. We have internally reviewed and addressed the concerns. If ******************* requires further assistance she can contact the Global Support Agent that has been assisting her. 
  
  Thank you for your cooperation.

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