NetSpend

Consumer Reviews and Complaints

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I have NetSpend/Ace Elite for over 10 years. I have loved it. Every dispute that I have ever had was taken care of quickly and to my satisfaction, even when I was not pleased and wanted something different to happened it was explained to be. The only reason why I am no longer exclusive and only bank with them was that I got a new job and they did not recognize them as a bank, and would not let me set up direct deposit. It was very disappointing. I still use them for my online actions because I trust them very much.

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I have been a customer for over 10 years. I have not had an issue with NetSpend. They have always help me. If you need help from them they are there with anything. Thank you for being so kind to me and my family.

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NetSpend

Hi Sonja,

Thank you for the 5 star rating! We are excited to hear that you are very happy with our services. Your positive feedback also helps us to recognize the work that we are doing well.

Thank you, NetSpend

Original review: March 9, 2017

I like the direct deposit and have the overdraft protection on my NetSpend. I like being able to pay my bills with it and information is secured. I had an incident where I had misplaced my card but I might have dropped it and it just got destroyed. It was a while after I had reported that in, where I had a new card sent to me. And then I went out of town and they blocked my card. I had to call them and they said that was the reason why. Which was understandable, but I needed my money. They took the block right off when I spoke with them on the phone. They're very helpful and quick to respond and try to help me as much as they could. NetSpend works out for me and I've been with them ever since.

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As a departing gift from my previous employer, I was presented with a NetSpend Visa Debit Card. Here are the facts/history: Initially I was told by the person who purchased the card that I didn’t need to activate the card, just use it. However, when I tried to use the card at McDonald’s for $2.00, I told the purchase would not go through/did not work. So then I thought, maybe I need to activate the card. Using the online instruction on the packaging the card came in, I put in all my information (which I don’t think should be required, just to activate/use the card), and I received a message that my request to activate the card could not be processed and I need to call 1-866-387-7363 to speak with a customer representative.

So then I call the 1-866# and put in the card number as request, then it asks for the last 4-digits of my SSN (again, I don’t think this should be a requirement just to activate/use the card), however I put in my last 4-digits, only to be told that the information doesn’t match your system. OF COURSE IT DOESN’T MATCH!! So I wait on the phone to be asked if I want to talk with a customer representative, but the recording keeps asking me to enter the last 4-digits of my SSN and then says “goodbye” and hangs up. IS THIS CUSTOMER SERVICE!! It is really poor customer service when you call a company and is not given the option to speak to a live person that can help you. Until this time, I’ve never heard of your company… now I see why!!!

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NetSpend

Hello Danny,

Thank you for your feedback. We regret to hear about the issues you experienced with your account. If there is anything we can do to assist you, please feel free to contact us at social@netspend.com.

Thank you, NetSpend

Original review: March 11, 2017

When I needed a debit card for a direct deposit, I got Netspend and have been with them for years now. Aside from direct deposit, I also use their reload locations sometimes. Since using the card, I can get my paycheck two days early. The only thing is that I’m having problems with logging in my account. It keeps saying that I’ve got an invalid password or username. So I got to call Netspend and get a temporary password in order to log in to my account. They gave me a password, but I shouldn’t have to keep calling them just to get a temporary password. Other than that, everything else has been alright.

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NetSpend

Hello Kathryn,

Thank you for your feedback. We regret to hear that you are having trouble receiving your replacement card. We truly apologize for the inconvenience caused by our Customer Service, and will be sure to further research the service that you experienced.

Please contact us at social@netspend.com, so that we may assist you further.

Thank you, NetSpend

Original review: March 10, 2017

My card had expired. Normally they send me one in a timely manner. This time they sent the wrong card for account I'm using. I called to just get it connected to the account I was using and I understand why they couldn't. They said they would send new card for account that was expired. Found out two weeks later they did not order new card so I had to transfer money again. After many years I've just had my first disappointment.

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I've been a NetSpend customer for five years now and I like the service up until recently. I'm spending a lot of money by getting double charged and I'm not happy with it. When I check my account, I get charged for a dollar and when I go to an ATM, not only will it charge me but another $2.50 is going to come out as well. So I'm basically spending almost $6 or $7 getting money off of my account which is crazy. I wish customers only get charged once. It's gotten to the point where I don't want to call and I don't want to go online. I use their direct deposit and anytime I had to speak to anybody, they've been nice in explaining things to me and I understand what they're saying. However, with the recent changes, it's costing me more. Other than that, I'm very satisfied.

4 people found this review helpful

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NetSpend

Hello Bryce,

Thank you for your feedback. We regret to hear you have concerns with your fee schedule. If your account is registered for online access, you have the ability to change your fee plan. Please visit your Online Account Center and click on the Terms & Conditions link at the bottom of the page.

If you have any additional questions or concerns regarding your fee schedule, please do not hesitate to contact us at social@netspend.com.

Thank you, NetSpend

Original review: March 9, 2017

Never, and I mean NEVER use a card from this company!!! Literally every time you use it they charge you $2.00!!! If you buy a $2.00 drink, you just spent $4.00. I recently put $250 on a card not knowing this fact and every bit of $50 of that money went to their pockets. Now I'm broke and realizing they basically stole. This company is complete **. They hide this fee so that you don't know what you are signing up for. ** these people and this company. RUN before these greedy, pieces of **, rat bastards STEAL your money too. Go to hell NetSpend. Worst company on planet earth.

4 people found this review helpful

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I’ve been with Netspend for 10 years and I haven’t had any desire to do other banking since then. Also, signing up with Netspend was easier compared to the others. I just went online and they sent me a card. They're more reputable too. I was once double charged for something and I messaged Netspend through the site and they got back to me within one hour, told me that once the charge went through, the other one would drop off. So when there’s pending charges, just like with the bank, the money is not available. But it got resolved quickly.

Since using the card, I can overdraft and there is 1% or 2% return. There’s a $5 monthly fee and my direct deposits go in earlier than expected. So if there’s a problem I would know about that beforehand. Plus I get free alerts. Also, one can get coupons or cash back rewards through some other partners if they frequent certain stores or buy certain products. One can also get money for referring people and one can do all their business online or by calling in.

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I got NetSpend mainly because of the early pay and I've been a customer for 12 years. I enjoy its feature for not going overdraft. Reload locations tend to be around now, but I use only one location, which is the H-E-B. The only run in I had with NetSpend that I haven't been quite fond about is that I requested about three weeks ago for a copy of my bank statements for the last three months to be emailed to me. They charged me twice for it, but I never received the email. And still, to this day, I haven't received the email, which cost me a deadline on what I was supposed to turn it in for and cost me what I was trying to do. It was a runaround after runaround. Even so, I'm very satisfied with NetSpend and I wouldn't change anything.

3 people found this review helpful

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NetSpend

Dear Ms. Sayne,

Thank you for your review. We show that you were assisted by a member of our Corporate Office. We apologize for any inconvenience. Please let us know if there is anything else we can do to assist you.

Thanks, Netspend

Original review: March 8, 2017

On 2/25/17 I made a purchase over the phone with Kay Jewelers, the transaction was never completed on their side due to a website error so I never received an order or an order number because it essentially never went through but NetSpend took the money out of my account. I was told it would take 3-5 business days for the charge to drop off, it's been 8 business days. I called NetSpend today and was told I need to get a letter from Kay Jeweler claiming they will not collect any portion of the said transaction they have no record of. This was not a small amount of money and find it ridiculous that NetSpend is asking me to go to a huge company and get a letter. Give me my money back!

3 people found this review helpful

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I ran and got this card on my lunch break because I needed online currency FAST. My bank was closed and I couldn't deposit money til the next day. I loaded 50 bucks on the card, so I could get it to my husband in another state in an emergency. Well this company could not get their crap together, and I had to send personal information to them, which I did not want to do, and still it is going to take til tomorrow sometime to get access to the money. This is the most pathetic crap I have ever had to go through. I will NEVER again use NetSpend. EVER, and I will make sure that I post on social media, as well as tell everyone I know what a crappy experience I had.

4 people found this review helpful

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NetSpend

Hello Tracey,

Thank you for your feedback! Your feedback also helps us to recognize areas of focus, we truly value our cardholder's and aim to provide the maximum customer experience.

Thanks, NetSpend

Original review: March 7, 2017

I've had a good experience with NetSpend since I've been getting what I win in the games that I play through their card. Also, PayPal has been giving us cashback for all of the establishments we use it on like Lowe's, Home Depot, McDonald's, and Popeye's for $3.29 a meal at the end of the month, and they connected it to NetSpend. However, I don't like them for cutting my business card because they sent back the gift that my family member sent me. Now I can't get the money that I win through games or any money from my other transactions transferred to my card. They said they cut my card because that transaction was unauthorized and that I was suspicious since I had to send the $40 back. I never had anything to do with that. I've been with PayPal through the years.

When I called NetSpend, they said they can't unblock my card because it was a six months restriction. I also tried getting new cards but I didn't want to transfer my money since I've been with PayPal for many years and I didn't want to transfer my money in the process when they were depositing it because it takes 15 days. I called PayPal and then my son told me not to activate my NetSpend card because they just sent me the card, so I told him I'm gonna try to switch it by the end of March. Other than that, I love them.

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Overall I'm very happy with NetSpend. I love that I can get my account balances and recent card purchases texted to me. It is such an easy way to keep track of your money. The mobile app is good and transfers always go through. The only negatives with this debit card are: It's not a real bank/checking account. I wish it was. At the end of the day it's still considered a prepaid debit card and sometimes certain companies won't allow you to use it (rental car agencies for example). They don't offer online bill pay. They offer a mobile to mobile transfer but that isn't convenient for what I need bill pay for (my rent is sent to a private owner). Withdrawing cash at ATMs becomes expensive (2.50 charge from NetSpend and another 3.00 from the ATM) plus you can generally only take out 300-500 per time. If I have to take out my monthly rent (or pay a certain bill in cash) that is around 1000.00, that is 10.00-15.00 in fees.

There are ways to add funds back into your NetSpend account but if you make a mistake, there isn't a way to get funds right back into the card. Additionally, most consumers don't have NetSpend so it's hard for them to make a deposit for you, plus there is a fee to put money on the card. Overall, if you are unable to open a checking account, or if you are worried about online identity theft or you just want a spending account that your spouse doesn't know about, this card/account is worth the 5.00 a month. I would just advise to only use the debit card to get cash back places and get a secured credit card (if you need to) for purchases that won't be allowed with a debit card.

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The card tells you you have to register it. We tried registering it online then we received an email that says they wanted our Social Security number and drivers license proof of residence. The company is giving us 30 days to receive this information otherwise they will allow us to use the card. I called multiple times, spoke to a customer service rep and got hung up on twice. Wrote two different emails explaining the situation and they referred me back to the customer service line. So with this company beware. I ended up having to buy another gift card to give away but I'm now stuck with a $50 gift card and a five dollar charge of something I can't use. I can't get any help from this place and I don't know where to go. Buyer beware.

3 people found this review helpful

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NetSpend

Hi Michelle,

Thank you for the 5 star rating! We strive to create features and tools that will benefit our valued customers. Your positive feedback also helps us to recognize the work that we are doing well. Thank you, NetSpend

Original review: March 7, 2017

I love it!!! And the customer service really help you!! They are a great company!! Thank you NETSPEND and keep up the good work. You provide a good service for your customers. And the Elite Card... Awesome!!! You are able to get a payday loan if needed.

3 people found this review helpful

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After trying to purchase a vehicle with my card my funds were frozen. I called customer service they told me the steps I needed to complete to release funds. After doing that, I called back hours later like I was told and talked to a Rep who informed me my pending transaction can't be released because the transaction number wasn't included. The previous Rep gave me instructions that I wrote down and including the transaction number was not part of the instructions. I have ONE pending transaction. Why do I have to wait 30 days for over 3 thousand dollars to be released is beyond me. I will never ever get this card again!! I'm already paying an extensive amount of fees now. I will never allow a company to have this much control over my funds!

2 people found this review helpful

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NetSpend

Hello Joan,
We appreciate you sharing your positive experiences with us. Thank you for allowing us to service your banking needs.
Thanks,

Netspend

Original review: March 7, 2017

I've had NetSpend since 2004 and I've loved it ever since. I spoke with a lot of their reps and they are all sweethearts. They’re really nice and sympathetic to me. With this card benefits include cash coming out and my check going in direct deposit. It’s a debit card so you don’t have to worry about anything because they’re gonna manage your money for you. I do online purchases from my phone because my phone bill is my phone card, and when I pay my bill, they pay my phone and it's really easy. Plus they have cash checking places all around. It’s better than a bank. Overall I would not change them for the world and I would recommend them to anybody. When I get my other cards in the mail I’m gonna transfer everything onto my NetSpend card.

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NetSpend

Hi Laina,

Thank you for your feedback! We are excited to hear that you are very happy with our services. Your positive feedback also helps us to recognize the work that we are doing well. Thank you, NetSpend

Original review: March 6, 2017

I love my NetSpend card. I get my paycheck loaded faster and they always help when I have a question on my account. No other card is as good as NetSpend. My Speedway points and more! Love it. Gave up Western Union card for NetSpend!

2 people found this review helpful

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NetSpend

Hello John,

Thank you for the 5 star rating! We are excited to hear that you are very happy with our services. Your positive feedback also helps us to recognize the work that we are doing well.

Thank you, NetSpend

Original review: March 6, 2017

I have been a NetSpend customer for many years now and I LOVE the service receive from NetSpend. I have sent numerous customers to NetSpend. Their customer service is spectacular! The service I receive from NetSpend is particularly valuable, they notify me of upcoming ESTIMATES, usually very accurate of when my deposits will hit the bank. I TRULY recommend NetSpend to everyone that works and has a family. Receiving my checks up to 2 days in advance has been truly miraculous for our family. NetSpend... You ROCK!

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OK I returned a item and received a refund to the NetSpend card on a Friday. Called NetSpend, they told it was a block until they verify them with the merchant. Also to speed thing up send the copy of the original receipt and card would be back on in 5 hours. 5 days later I'm still trying to get my 2000$ back. I've heard 100 different stories, been put on hold for God knows many time to get hung up on. It's got to be something done to this company. This is my $ and they will not give it to me. I'm going to call the news and do whatever I can do to expose the illegal business this company is getting away with. Every time I call on hold for hours then they keep telling I have to wait two business day for something that's mine already. They have no right to hold my funds that a retailer refunded to me. Please do not use this company. I'm seeking to get a lawyer so if anyone else have went through the same thing contact me.

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NetSpend

Hello Bobbie,

Thank you for your feedback. We regret to hear about the issues you experienced with your account. If there is anything we can do to assist you, please feel free to contact us at social@netspend.com.

Thank you, NetSpend

Original review: March 6, 2017

I had a lot of trouble since I got married with deposits being in my married name and some in my maiden name. It finally got resolved after 2-3 weeks going back and forth with the documents department and customer service. Some of the customer service reps was not very polite. I like NetSpend but have considered switching but for the card I like it.

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On 2/24/17 I electronically transferred $200.00 to my Wells Fargo account a $150.00 deposit to checking and a $50.00 deposit to savings. I didn't see the transaction so I called Netspend customer service and was told the transaction would not process because Netspend does not deposit funds to other banks. Then on 3/2/17 at 10:38 am I got a text message from Netspend saying the $50.00 transfer went through and at 10:43 am another text message saying the $150.00 transfer was processed. Today is 3/6/17 and neither Netspend nor Wells Fargo has my money and Netspend can't tell me where it is. I have just lost $200.00 in cyber space and nobody cares. Netspend says I can dispute the charge. I can't afford to wait 30 days to find out where the money is and I don't understand why Netspend doesn't care. As soon as this is cleared up I will close my Netspend account (which I have had since 2011). I WANT MY MONEY!!!

3 people found this review helpful

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I give one star just because there is nothing lower. Poor no English speaking or understanding customer service lacking in intelligence, care, or the ability to try to help NETSPEND'S customer base. I cannot believe they would even venture in to a new line called Brinks or that Brinks would allow the name association. I called as I do every year to set my acct for out of country travel. I had my dates and my destinations. 3 calls no one would help or they pretended to understand. Ask for a supervisor and get hung up on. VERY PROFESSIONAL.

I sent multiple emails getting canned answers and no help. Best answer was contact customer service, what a disservice you are providing. I get to Mexico try to use my card and my account is instantly locked. It took 3 days of calls to get my account unlocked. This company is a joke and I am ashamed to use them. I do not have my order number as I give up on this terrible company and have deleted the emails. Future customers of NETSPEND or BRINKS BEWARE BE WARNED. NEGATIVE STARS WOULD BE MORE ACCURATE.

4 people found this review helpful

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My NetSpend card is my favorite card. Would love to carry a Purple one. This card is accepted everywhere and a MUST get first credit card for teens. The security features are more secure than MOST major card issuers. Love NetSpend.

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NetSpend

Hi Frances,

Thank you for your feedback! We are excited to hear that you are happy with our services. We're sorry for any inconvenience regarding obtaining a card account for your daughter. Also, we regret to hear you have not received the refer a friend promotion. We would be more than happy to assist you further, without publicly providing your account information, please contact us at social@netspend.com.

Thanks, NetSpend.

Original review: March 6, 2017

I used to be with a different card provider but I went with NetSpend because they give the money two days earlier. I used to get paid on Friday. With them, I get paid on Wednesday, so it's much convenient. My account reloads my money faster and then I could do more during the week than wait until Friday because sometimes on Fridays, I can't get there because the place is closed and sometimes I don't take it over the phone either.

I reloaded $40 last week at the IGA in Bowman, South California and it was very easy. But I didn't like what they did summertime. When I was trying to get my daughter a card, I sent them all my documentations like marriage certificate, birth certificate, her birth certificate, and Social Security card. They promised me she was gonna get a card but they never did it and every time I called, it was another reason. "Oh, send me a copy of your bill," so I sent the light bill. "Oh, send me another copy of your license," and I resent that.

It took me 30 days to try to get it right, and at the end, they just said, "We can't do it because she's underage." They should've told me that upfront before I sent all of my documentations. I'm uncomfortable knowing that they were sent to someone. They shouldn't tell the customer that an underage girl or a boy that's working a part-time job can get a card. Just tell people upfront whatever the age requirements are and they can't get one, that I can get a second one in my name for her but the job was gonna have to be in her name because she's the one working the job. They told me that they could do it. Come to find out, they couldn't and I really didn't like that. I also referred NetSpend to my coworker and they were supposed to give me a $20 bonus for referring him but they never gave it to me. But other than that, I've been with NetSpend for three years and it's been good.

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I love my card. I just think the fees to load the card are too much, I don't feel I should be charged a fee to load money into my card. And I hope that since I get paid on the 3rd of each month that I would get paid 5 days sooner instead of 2 days sooner. Thanks.

2 people found this review helpful

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I have been a WU NETSPEND card user for many years, and I can't say anything bad about it. It's all I get from a checking account and more. Pay all my bills with it and do it all online without going in a bank. And half the price of monthly checking account charges. I love Western Union and I love my WU NETSPEND BANK CARD.

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I have now had my cards for over 5 years. It helps get my retirement funds earlier than by mail thus not having to waste time and fees for cashing such. The only peeve I have is that they had set up a 100 dollar overdraft. Some time ago they would not let me use it. I was told that I used it too much and was told it would take 90 days for me to be able to use it again. Now this year again I was told that I could not use it. And the only way I could was to get a new account number?

Both times I was not informed of these matters prior to their actions. I know that with the 100 overdraft their charge Was 15 dollars. That comes out to 15% fee for using such So I was and still dumbfounded as to why it is beneficial to both parties. So yes I was using it but then again they got their good fee for such. When I inquired about it on the phone to them. It made me feel like I was abusing it when in fact NetSpend was getting 15% fee for me doing such. Other than that they have been good to work with.

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I called when I got a message in my "secure inbox" so I called and talked with three different people still not being able to figure out what I needed to send in so that my tax refund would be put onto my card. I even went back to the fine print and it says that the max from a tax refund is $50,000 NOT $15,000!! Your company kept telling me that they needed "something" but I never understood what. So when I finally found corporate's phone number and talked with the lady there she said all they needed was the tax return to make sure it was correct. But when I called back you all had returned it from the company it was sent from!!! Even AFTER I told you NOT to return it - let me figure it out!! I am so disappointed in your company, it's not right. So now I feel that your company owes me $20 for a return fee that I had to pay when it never should have been returned.

Also I'm sorry to say but if you had people answering the phone that spoke clear English I would've understood what I needed the first time. People not knowing their job: 1) Customer service person that answered. (I understand that.) 2) Supervisor and still couldn't understand and she was rude. 3) Every customer service/ supervisor I talked to for two days!! I've been with you for almost five years, I'm done. I will never recommend you to anyone ever again! I want my $20 refunded back to my card, thank you.

NetSpend Company Profile

Company Name:
NetSpend
Company Type:
Public
Ticker Symbol:
TSS
Year Founded:
1999
Address:
PO Box 2136
City:
Austin
State/Province:
TX
Postal Code:
78768-2136
Country:
United States
Fax:
866-358-0526
Website:
http://www.netspend.com/