ComplaintsforOuro

Prepaid Debit Cards

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Initial Complaint
08/19/2024
Complaint Type:
Product Issues
Status:
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.
They allowed someone to hack my bank account and take all my money I closed the account and I've been waiting on the supposed mail check of $83.65 since 7/8/2024 that's the day they said they mailed it that's Money from my Social security ************ never received a ********* keep getting the run arounds It was on NetSpend card from their Bank
Business response
08/16/2024
Better Business Bureau of ******* & Northern Illinois,Inc.
***********************************
***********************

RE: Complaint 22112057
Response to BBB:

To Whom It May Concern:

After thoroughly checking our BankFinancials records, we found no account records under ******************************* opened or closed.Furthermore, our institution does not issue NetSpend cards. This complaint appears to have been submitted to the wrong financial institution.

Please let us know if you have any further questions regarding this case.

Sincerely,
BankFinancial
Customer ******************
Customer response
08/19/2024

Complaint: 22112057

I am rejecting this response because:

Sincerely,

*************************** They responded to me and told me to call NetSpend customer service and I've made several phone calls and was placed on hold and hung up on and was informed that my check after I closed the account was mailed to me on July 8th and I've never received it
Customer response
08/19/2024

Your request (******) has been updated. To add additional comments, reply to this email.

**************** (Support)
Jul 31, 2024, 11:18 CDT
Dear ********,

Thank you for contacting NetSpend!

We understand your concern regarding the check you have requested, and we apologize for any inconvenience this situation may have caused you.

After evaluating your account, we determined the status of your check was mailed via **** on July 8, 2024 at the address registered on file. Typically, the check is delivered within a span of 10 business days from the date of shipment, although occasionally it might extend to 15 business days.

We hope that the information provided above is what you need. However, if you require further assistance, please do not hesitate to contact our **************** team for prompt assistance.

********

**************** Agent

Answers to frequently asked questions can be found online at ************************************************* by calling **************** at ************************* ***************). Hours of operation: Monday-Friday 8am to 10pm CST, Saturday-Sunday 8am to 8pm CST.

***************************
Jul 31, 2024, 04:54 CDT
Still waiting on my check THIS IS THE ADDRESS
************************************
***************************
***************************
************
IS THIS THE ADDRESS MY CHECK WAS SUPPOSED TO BE MAIL TO?
IT SHOULD NOT TAKE THAT LONG FOR SOMETHING TO BE MAILED TO YOU I NEED TO BUY GROCERIES SEND ME THE $83,& CHANGE SERIOUSLY ??

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Business response
08/30/2024
Our records show that on July 02, 2024, someone identifying themselves as ************** contacted us to update information on her Card Account, such as an email address. We updated the information because the caller was able to verify ************** personal information.

Our records show that later that same day, our *************** Team placed a temporary restriction on ************** Card Account and requested to speak with her to confirm her identity due to suspicious activity related to her Card Account.

On this same day, ************** contacted us multiple times to report that she was unable to access her online account center, and also, that she did not want to close her Card Account until her dispute claim ending in 2491, was resolved. During this call, a member of **************** notified her that there was a temporary restriction on her Card Account and that our *************** Team needed to speak with her further. The call was transferred.

While speaking with members of ***************, ************** confirmed that the online activity was unauthorized. For the protection of her funds, we disabled all transfer features to prevent future unauthorized transfer attempts, and also, we permanently closed her online account. ************** was transferred to ****************, at her request, for further assistance.

While speaking with members of ****************, ************** requested the status of her dispute claim ending in 2491, and also, she requested to close her Card Account. During this call, the member of **************** notified ************** that her dispute claim investigation was ongoing and that there would be an update on July 15, 2024. At ************** request, the Card Account was closed and we notified her that she would receive a mailed check for her remaining balance of $83.93, within seven (7) to ten (10) business days.

Our records show that on July 03, 2024, we mailed a check for $83.93, to the address that is on file for **************.

In response to a **************** complaint that was filed by **************, a member of our Corporate Response Team, Landrex, spoke with her on July 10, 2024. During this call, he explained the information above and escalated her concerns to our Correspondence Team so that they could investigate the missing check. ************** also notified Landrex that there was an additional unauthorized transaction that occurred on her Card Account. He immediately escalated these concerns to our ******************* Team.

On July 11, 2024, we concluded our investigation of dispute claim numbers ******** and ********. We found that an error had occurred and we were able to provide ************** with a full payout.

Later that same day, ******* contacted ************** and explained the information above and provided a courtesy credit. He also offered to issue a MoneyGram wire transfer so that she would have immediate access to her funds and she agreed. He provided ************** with a MoneyGram wire transfer of $1,131.05, for immediate pick up.

Between July 17, 2024, and July 31, 2024, ************** contacted us multiple times to inquire about the status of her missing check. The members of **************** escalated her concerns to our Correspondence Team to investigate the missing check.

Our records show that on August 14, 2024, our Correspondence Team provided notification that the mailed check was still outstanding and placed a stop payment on the check. They also reissued a mailed check for $83.93, to the address that was registered to the Card Account.

In response to this complaint, Landrex, a member of our Corporate Response Team, spoke with ************** on August 22, 2024. During this call, she notified him that she had not received her check and he verified and updated the address that was registered to the Card Account. He also escalated her concerns to our Correspondence Team to have the check reissued.

Our records show that on August 26, 2024, our Correspondence Team placed a stop payment on the mailed check that was issued on August 14, 2024, and issued a new check to the updated address.

Landrex notified ************** of the information above on August 29, 2024.

Ouro appreciates ************** for bringing these concerns to our attention. We have internally reviewed this matter and we consider it resolved.
Customer response
08/30/2024
Complaint: 22112057

I am rejecting this response because:

Regards,

*************************** I STILL HAVE NOT RECEIVED THE LAST AMOUNT OF MY MISSING MONEY FROM MY SOCIAL SECURITY MONEY & I'M STILL GETTING THE RUN AROUNDS IT DIDN'T TAKE LONG TO MAIL ME 2 MORE OF THEIR CARD'S TO MY ADDRESS ,& IT'S TAKEN OVER 2 MONTHS TO RECEIVE THE SUPPOSED MAILED CHECK I DON'T UNDERSTAND THAT.
Business response
09/13/2024
Thank you for providing us with ************** additional concerns.

Our records show that between August 22, 2024, and August *******, Landrex, a member of the Corporate Response Team, spoke with **************.During these calls, she notified ******* that she had not received her mailed check for the remaining Card Account balance that had been mailed to her August 14, 2024. At that time, he offered to issue her a MoneyGram wire transfer, in order to provide her with immediate access to her remaining balance; however,************** declined this offer. When Landrex verified the address that the check had been mailed to, ************** let us know that there was an error in her address that was on file. We immediately assisted ************** with updating her address and requested that a new check be mailed to her.

On August 26, 2024, our Correspondence Team placed a stop payment on the check that was previously mailed to **************. At that time, a new check was issued to **************, at the updated address on file.

In response to this complaint, Landrex, a member of our Corporate Response Team, spoke with ************** on September 10, 2024. During this call, she notified him that she still had not received her check. He offered to issue ************** a MoneyGram wire transfer and she agreed. He immediately submitted an escalation to have a stop payment placed on Ms. *********** check.

Our records show that on September 12, 2024, our Correspondence Team successfully placed a stop payment on the check that was mailed to ************* on August 26, 2024. Her funds were immediately credited back to the Card Account so that a MoneyGram wire transfer could be issued for immediate access to her remaining balance.

Later that same day, ******* contacted ************** and issued her a MoneyGram wire transfer for the remaining balance of $83.83. He notified her that it would be available for immediate pick up with her government-issued identification card.

Ouro has addressed all of ************** concerns and considers the matter fully resolved.
Customer response
09/13/2024
Complaint: 22112057

I am rejecting this response because:

Regards,

*************************** I have multiple sceloris and I can't get out I asked him to put it in my Son's name he's a secondary person on my card I can't get out I'm in a wheelchair I can't understand why I have to keep being placed in situations and they allowed someone to hack my account and take my ********************** from my social security check and it's funny to them he needs to put the money gram in my Son's name so I can get the last of my money we inconvenience ourselves for the big money because we had to pay the rent and now we have to go back thru that it's hard I can't walk he had to carry me to his car and then to go get the money from money we shouldn't have to go through that anymore seriously his name is on my account they can put it in his name
Initial Complaint
08/19/2024
Complaint Type:
Product Issues
Status:
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.
I went to load a debt card,and I generated a barcode from the NetSpend app. After leaving ********* I waited for a notification so then I could get a **** continue on to shop for groceries. Ended up walking there to shop now it was hour and half later no money so I called NetSpend they will look into it,went back to ********* got all receipts I needed. This started 08/17/2024@6:00pm,on 08/18/2024@9am called to try getting results as I provided all documents asked and was told it was to be resolved plus my money in my account by end of day 08/18/2024. End of day it was not ,I called and was told to hold for supervisor,I did hold until 7pm then they hung up and I called right back and was then directed to a machine cause offices now are closed. But now I never got my deposit and without that money it's going to affect my baby,as a single father struggling already that just made it worst now I have figure out how to cover personal stuff
Business response
08/29/2024
Our records show that **************** contacted us on August 18, 2024, to inquire about the status of a cash load for $75.50, that was made at a ********* location on August 17, 2024. During the call, we notified him that our records did not show any pending credits from an in-store cash load. We further notified **************** that we would request an update on the missing cash load and provide an update within ten (10) business days.

Our records show that **************** contacted us multiple times by phone on August 19, 2024, to inquire on why his in-store load had not been credited. to his Card Account. During these interactions, the members of the *************************** notified him that his missing cash load had previously been escalated for further review.

Our records show that on that same day, we received an email that contained Mr. ******* receipt for the cash load. These documents were forwarded to our **************** Team for further review.

In response to this complaint, a member of our Corporate Response Team, Landrex, escalated Mr. ******* concerns to our **************** Team on August 19, 2024. He also attempted to speak with ****************, but was unable to reach him and left him a voicemail. He also sent **************** an email.

Our records show that on August 20, 2024, our **************** Team notified us that they were able to confirm the missing cash load transaction with ********** As a result, the members of our **************** Team credited the account for $75.50.

Our records show that Landrex attempted to contact **************** on that same day, but was unable to reach him. He left a voice message and sent an email that explained the information above.

We have internally reviewed this complaint and consider it resolved.
Initial Complaint
08/16/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a prepaid debit card from a family dollar store and loaded $200 on it I proceeded to activate the card and they said I wasn't eligible for their services I had to close the account and they had to send me a check In the mail it would take 10 days to get. Well this was over 2 months ago. I called back a second time and they said they had the wrong address when I gave them my address to send the check to. Again told me 10 days to receive my check and it's been 3 weeks and still no check
Business response
08/26/2024
Our records show that on May 11, 2022, our *************** Team reviewed five (5)of ****************** Accounts and during this review, they identified several high-risk factors that were associated with his Card Accounts. As a result, we closed his Card Accounts and marked his personal information as no longer eligible for Ouro-managed services, previously known as Netspend. The specific high-risk factors that triggered the closures are not disclosed to consumers for security purposes.

Our records show that on July 03, 2024, ******************** purchased a temporary card from a Family Dollar location and loaded $200.00 to the card, during the card purchase.

Later that same day, ******************** attempted to activate his card in the online account center. While processing his identity, our system recognized that he was not eligible for Ouro-manged services. As a result, we placed a temporary restriction on his Card Account and requested that he contact our **************** Department.

While speaking with members of our **************** Department on July 04, 2024, we explained that we were unable to activate Mr. ********* card because he is no longer eligible for our services. During this conversation, we advised ******************** that we could close his Card Account and initiate the process to send a mailed check for the remaining balance within 7 (seven) to 10 (ten) business days. ******************** agreed to this.

Our records show that on August 15, 2024, ******************** inquired about the status of his mailed check by email. For security reasons, we were unable to resolve Mr.********* questions by email and requested that he contact our **************** Department by phone.

In response to this complaint between August 16, 2024, and August 19, 2024, a member of our Corporate Response Team, Landrex, escalated Mr. ********* concerns to our Accounting Team for further review. He also requested an update on Mr.********* eligibility for Ouro-managed services.

Our records show that on August 20, 2024, our ******************* Team reviewed Mr.********* eligibility for Ouro-managed services and were able to determine that the Card Account closure was valid. He will remain ineligible for Ouro-managed services.

Our records show that on August 23, 2024, Landrex spoke with ********************. During this conversation, ******* notified ******************** that we had not issued the mailed check for the remaining balance of $200.00, and also, notified ******************* that he had a balance of $33.60, remaining in the Card Account ending in 8399. ******* transferred the remaining funds from the Card Account ending in ********************************** 8191, and offered to issue a MoneyGram wire transfer for $233.60. ******************** agreed and Landrex processed a MoneyGram wire transfer for the full amount of $233.60.

We appreciate Mr. ********* feedback and we consider this matter resolved.
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On August 15, 2024, I received a NETSPEND **** Debit card in the mail that I did not request. I am a victim of Identity Theft. I contacted NETSPEND by email and telephone to inform them of the fraud, and they refused to close the account and cancel the card. Please help me by canceling this fraudulent account and **** ********************** card. I did not apply for a NETSPEND card.
Business response
08/26/2024
To Whom It May Concern:
The card ****************** received 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. This card is NOT a credit card and it contains no value. No credit report has been or will be obtained in connection with this card and it does not have any effect on ******************** credit.
Our records show that the prepaid debit card offer was requested on August 7, 2024, when someone visited the website, ***************************************************; We presented an offer to sign up for a Netspend All-Access Account by Pathward, ******************** (the Card Account). The offer was accepted and during this visit, the person provided ******************** name, address, and personal information. We mailed the offer based on this request.
When ****************** emailed us on August 15, 2024, she reported that the Account was opened without her authorization. We immediately closed the Account to prevent further unauthorized use and flagged her information to ensure no future Accounts are opened with Netspend using her name and Social Security number. We also removed ********************** name and address from our mailing list, so that she does not receive future cards from any Netspend-managed prepaid card programs.
In response to ******************** complaint, a member of our Corporate Customer Response Team, Landrex, spoke with her and he explained the information above.
While the Netspend All-Access Account by Pathward, ******************** is not a credit card or a traditional bank product and does not have any effect on your consumer credit file, the individual who opened the Account and provided us with ********************** identifying information seems to have enough of her personal information to potentially use it for other purposes such as applying for credit, loans, or opening a traditional bank account.

If ****************** has not done so already, we strongly encourage her to file an identity theft report online with the ************************ (***) at ******************************. The *** can provide suggestions on how to protect her personal identification information going forward and how to alert other agencies, such as credit bureaus, that ********************** identity information may be compromised.
Netspend appreciates ******************** 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
08/14/2024
Complaint Type:
Billing Issues
Status:
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.
Today date I purchased netspend prepaid card to pay some bills online , and before purchasing I asked if I could use immediately I was told yes. Unfortunately to my regret when I went to upload card I was told to upload utilities and Id as well as paystubs which is violating my privacy and my money has been just given to this company and I have no access to it now ****** total stevia brown card ending in 2993
Business response
09/03/2024
The Netspend **** Prepaid Card that ************** purchased 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.

In order to activate the card, 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. We ask for the card number and identification information such as your name, address, date of birth, and government ID number. The requirement to obtain this information is also displayed on the card package and is visible to consumers prior to purchase.

Our records show that ************** purchased one (1) Netspend **** Prepaid Card on August 14, 2024. The Card Account was loaded with a total amount of $340.00.

Our records show that later that same day, ************** 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, we requested that she submit identification documents such as a government-issued identification card and proof of residency.

Our records show that ************** contacted us on this same day, to inquire about the status of her Card Account. Consumers are routed to a **************** Agent based on the options selected in the automated phone system. During this call, the member of **************** notified her about the information above.

Our records show that later that day, we were able to successfully verify her identity and her Card Account was activated for full use.

In response to Ms. ****** complaint, a member of our Corporate Customer Response Team, Landrex, attempted to get in contact with her regarding this matter between August 15, 2024, and August 16, 2024, via phone and email. He explained the information above.

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
08/14/2024
Complaint Type:
Product Issues
Status:
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.
I had a debit card account and I closed that account before July 21, 2024. I still had balance $1047 and they said they will send me refund check. When I called them, they said that my check was delivered on July 22, 2024. I have called them a few times to request to resend the refund check but they responded differently every time I called. I requested the refund check to mail to me expedited and having tracking number but they keep saying to wait.
Business response
08/23/2024
To Whom It May Concern:

Our records show that on July 5, 2024, we received a notification from the Online account center requesting for an account closure per Ms. ********* request.

Our records show that on July 9, 2024, we closed Ms. ********* Account. We also initiated the process to mail a check for the amount of $1,047.41.

Our records show that on July 18, 2024. ******************** contacted our customer service department advising that she has not received the check that was requested. Our team educated her that the check has not been sent out yet and that once the check is issued it can take up to 7-10 business days

Our records show that on July 22, 2024, check number ****** for $1,047.41 was mailed to the address that we have on file.

Our records show between the dates of July 29, 2024, and August 13, 2024, ******************** contacted our *************************** advising that she had not received the check that was requested. Our *************************** requested a check verification and verified the timeframe of the check process.

In response to this communication, between August 14, 2024, and August 21, 2024, a member of our Corporate Customer Response Team, Landrex, spoke to her regarding the concerns of the check that was not received. ******* sent an email to her explaining the information above and offered further assistance.

Our records show that Landrex, escalated Ms. ********* concerns to our ********************* for further review. Our ********************* voided check number ****** and credited the Account for $1,047.41.

In response to Ms.********* ********** a member of our Corporate Customer Response Team, Landrex, spoke to her and processed a MoneyGram to provide immediate access to the funds and prevent any further delays.

Netspend 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
08/14/2024
Complaint Type:
Product Issues
Status:
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.
Netspend is not protecting my account. They are letting anyone call in and change information on my account. The hacker was even able to change my home address from *******, ** to ************* to purchase some from Staples in the amount of $331.95. Now once again my account has been compromised and they are charging me $25.00 for a new card. I have called and called, spent hours and hours of my time on the phone changing my password and screen name so many times. And now my account was compromised yet again. I can't even access my funds, yet tge hackers aren't having a problem.
Business response
08/26/2024
Our records show that between July 22, 2024, and July 23, 2024, someone identifying themselves as ****************** contacted us multiple times to request that we update the email address on ********************* We updated the information because the caller was able to successfully verify Ms. ******** personal information.The members of our *************************** placed a temporary restriction on the Account, because of the suspicious activity.

Our records show that ****************** contacted us on July 23, 2024, because she was unable to access her online account center, and also, to report unauthorized transactions that had occurred on her Account. During this call, we notified her that our *************** Team needed to speak with her and transferred the call.

While speaking with members of our *************** Team, we were able to successfully verify her identity and removed the temporary restriction so that she was able to have full access to her Account. We immediately blocked her card to prevent any further unauthorized activity on her Account and ordered her a new card with a seven (7) to ten (10) business day delivery timeframe. The member of the *************** Team transferred ****************** to our ******************* for assisting with reporting the unauthorized transactions that occurred on the Account.

Later that same day, while speaking with members of our Dispute Team, ****************** reported one (1) transaction that totaled $331.95. We immediately opened dispute claim number ******** and began our investigation. We requested that she provide us with a letter of dispute to receive a provisional (temporary)credit, should the dispute claim investigation exceed the tenth (10th)business day.

Under *********************** institutions will attempt to complete the investigation within 10 (ten) business days. If additional time is needed to complete the investigation, we request a letter of dispute to issue the provisional credit to the Account while we complete the investigation. The investigation can take up to ninety (90) days to reach a resolution.

Our records show that we received the letter of dispute on July 25, 2024 and attached it to dispute claim number ********.

On August 06, 2024, we concluded our investigation of dispute claim number ********. No credits were issued because based on a review of the Account at the time, we did not find that an error occurred. The facts of our original investigation determined that an authorized person(s) performed and/or benefited from the transaction(s) in question. A letter with the investigation outcome was sent to ******************.

In response to this complaint on August 14, 2024, a member of the Corporate Response Team, Landrex, escalated ******************** to our *************** Team for further review, and also, he escalated Ms. ******** concerns about dispute claim number ******** to our ******************* Team, for a second review.

Our records show that on August 15, 2024, our ******************* Team concluded the second review of dispute claim number ********. We found that an error had occurred on ******************** and issued a full payout of dispute claim number ********.

Later that same day, Landrex spoke with ****************** and notified her of the information above. He also offered to provide her with a MoneyGram wire transfer for the full balance of the Account. She agreed.

Our records show that on August 16, 2024 our *************** Team completed a review of ********************* During the review, they identified several high-risk factors associated with ******************** and immediately closed the Account. They also marked Ms. ******** personal information as no longer eligible for Ouro-managed services.

Ouro has internally reviewed Ms. ******** concerns and considers the matter resolved.
Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
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.
Someone in ******** used my info on the card to purchase items, I have the physical card with my but I'm told I was there, I have never been to ********, I only had 500 dollars on it and they used every ***** of it, the cancelled they card said it was lost, NO, I'm disputing charges in the amount of ****** this was in June now they are telling me it may take up to 90 days or so to resolve, I just want my money back, looking further into Netspend, it is a scam if you notice all the research that has been done recently with them, please help me get my money back Account# *********** Claim #******** date of claim 7/29/24 amount of ****** thank you
Business response
08/26/2024
Our records show that ********************** contacted us on July 29, 2024, to report twelve (12) unauthorized transactions, totaling $581.34. We immediately blocked her card and ordered a new card with a timeframe of seven (7) to ten (10) business days for delivery.We opened dispute claim number ******** and immediately began our investigation. We requested that she send a letter of dispute to receive the provisional (temporary) credit should the investigation exceed the tenth (10th)business day of the investigation.

Under Regulation E,financial institutions will attempt to complete the investigation within 10 (ten)business days. If additional time is needed to complete the investigation, we request a letter of dispute to issue the provisional credit to the Account while we complete the investigation. The investigation can take up to ninety (90) days for completion.

Our records show that on August 12, 2024, our Disputes Team provided the first (1st)update for **********************. We were unable to conclude dispute claim number ******** within ten (10) business days and did not receive a letter of dispute from **********************, so no provisional credit was issued. We notified her that dispute claim number ******** would be concluded on or before October 25, 2024.

In response to her complaint, a member of our Corporate Response Team, Landrex, spoke with ********************* on August 14, 2024. During this call, she notified Landrex that she had not provided the letter of dispute because she was told by a member of **************** that it was not required. ******* explained the information above. He also requested that she submit a letter of dispute and she agreed. He escalated her concerns to our ******************* Team, and also, provided the letter of dispute, at that time.

Later that same day,our ******************* Team reviewed Ms. ********** letter of dispute for dispute claim number ********. The Management Team issued the provisional credit and provided notification that the dispute investigation would be resolved on or before October 25, 2024.

Our records show that Landrex attempted to notify ********************** between August 15, 2024, and August 16, 2024, about the information above but was unable to reach her.

Ouro has internally addressed these concerns and appreciates her continued cooperation.
Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought NetSpend card on May 17, 2024. Going to use it to put money on calling card for jail, but the business does not accept NetSpend cards. So I call and told NetSpend about problem and asked for a refund on May 17, NetSpend said no problem give them 2 days a check refund would be in the mail. Today is August 12 and more than 10 calls to NetSpend and the answer was always a check is in the mail. But I have not gotten my refund yet. Called last week and NetSpend said a check was mailed In July but could not give a check number or any other information.
Business response
08/23/2024
The card you purchased 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 June 17, 2024, ****************** purchased a Netspend MasterCard Prepaid card from a Dollar General that is located at ***********************************. She loaded the card with a balance of $100.00.

On that same day, ****************** attempted to activate the Card Account ending in 4528 in our Interactive Voice Response system (IVR). During this call, 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, she was transferred to speak with a member of our **************** Department.

While speaking with members of ****************, we requested that she verify her personal information. She provided us with her personal information but was still unable to verify her identity with the information that she provided to us. She requested that we close the Card Account. We provided ****************** with a courtesy credit of $20.00, and offered to continue assisting with her identity verification but she declined. As a result, we closed the Card Account immediately and notified her that we would mail a check for $114.05, to the address on file. There is a $5.95 fee that is assessed when the Card Account is closed, per the Cardholder Agreement.

On June 18, 2024, our Correspondence Team mailed a check to ****************** for the remaining balance totaling $114.05 to the address listed on the Card Account.

Our records show that on July 05, 2024, ****************** contacted us to inquire about the status of her check.During the call, we verified the address that was provided during registration was incorrect. We notified her that we would request the status of the check with our Correspondence Team and provided a timeframe of twenty-four (24) to forty-eight (48) hours, for an update.

Our records show that ***************** contacted us multiple times between July 09, 2024 and July 23, 2024, to verify the status of the check. During the calls, members of **************** submitted multiple inquiries to our Correspondence Team.

Our records show that on July 26, 2024, our Correspondence Team sent a request to check the status of the check to our ********************** In order to re-issue a mailed check, we must verify that the check is still outstanding.

Our records show that on July 30, 2024, our ********************* notified the Correspondence Team that the check was still outstanding. They placed a stop payment on the mailed check and reissue the check.

Our records show that a new check was mailed on July 30, 2024, for $114.05, to *********************************

Our records show that ***************** contacted us multiple times between August 07, 2024, and August *******, to verify the status of the check. During the call, we verified the address had not been updated during the previous calls. We notified her that we would request the status of the check with our Correspondence Team and provided a timeframe of twenty-four (24) to forty-eight (48) hours, for an update.

In response to this complaint on August 13, 2024, a member of our Corporate Response Team, Landrex, escalated Ms. ******** concerns to our Correspondence Team. He requested that we cancel the mailed check to issue ****************** a MoneyGram wire transfer.

On August 14, 2024, our Correspondence Team was able to place a stop placement on the check and Landrex credited the Card Account for $114.05.

On this same day, Landrex spoke with ****************** and offered to issue a MoneyGram wire transfer for the balance of $114.05. She agreed.

Ouro has internally reviewed these concerns and considers them resolved.
Customer response
08/23/2024
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
08/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I received a DEBIT CARD from NETSPEND, I never agreed to open an account with them neither did I agree fort hem to get my information. I try to call the number in the card to talk to customer service no option for me to talk to any representative. It's also schetchy as their address is not placed in their website only PO box.
Business response
08/23/2024
The offer and accompanying disclosures received were distributed in compliance with the *************** Transfer Act as implemented through Regulation E (12 CFR ******). No Social Security number or date of birth was provided and not connected to this offer in any way. No account or card in Ms. ******** name has been activated as part of this offer. This offer is NOT a credit card and it contains no value.No credit report has been or will be obtained in connection with this offer,and this offer does not have any effect on Ms. ******** credit.

Ouro relies on affiliate marketing services as a source for reaching potential new customers and Ms. ******** information was acquired through these business relationships. Ms. ******** name, address, and email were provided to this third party, and that information was opted in to receive offers and marketing materials from the third party as well as any third party with whom they chose to share the information. Because Ouro feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with us.

Again, the offer is not active and cannot be used unless activated. We reviewed the card offer mailed to ****************** and confirmed that the associated Card Account was not activated. During activation, Ouro verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient.

Our records do not show that ****************** contacted us.

In response to this communication, we immediately blocked the card offer, so that it may not be activated. We also removed Ms. ******** name and address from our mailing list, so that she should not receive any future offers from any Ouro-managed programs. On August 15, 2024, a member of our Corporate Response Team, Landrex, spoke with you and explained the information above.

Ouro appreciates ****************** for bringing these concerns to our attention. We have internally reviewed the matter and consider it resolved.

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