423 Customer Reviews
Review from Kristin B
1 star11/13/2024
I too had an account fraudulently opened in my name and a debit card sent to me. I cannot get through to a live person to deactivate the account and report the identity theft. The phone system reports that the account has been activated, so I know that the account, fraudulently acquired, is active and that my identity has been stolen. I have emailed but there appears to be no way to get either Netspend nor Ouro -- they are partners in this -- to take quick, if any, action. I have filed a police report, given that the companies knowingly facilitate this fraudulent activity. Many other people are reporting being the subject of the same fraud on Reddit and elsewhere online, including here, which suggests considerable negligence by Ouro and its partner Netspend.
Ouro Response
11/14/2024
Hello *******,
We have attempted to locate the information regarding the account. We were not able to locate the account with the information that was provided. We would be happy to assist you with your concerns. Can you please contact us directly at **********************************************************************************************************;
Thank you,
Customer Advocate
EricReview from Lisa P
1 star11/12/2024
DO NOT AND I REPEAT....DO NOT GET A NETSPEND ACCOUNT!!! They will NOT wave the fees the shows up on your account and you can't make the payment to your account because they're system is down.3 representative tried to blow smoke up my a** just to get rid of me. Try CHIME they have ATMs to do transactions instead of stores!!!Ouro Response
11/13/2024
Hello ****,
We apologize about the inconvenience you experience with us regarding the account. I have escalated the concerns of the account to our team. Someone from our **************** will reach out to you regarding the issues.
We understand your frustration and are here to resolve the issue.Thank you,
Customer Advocate
EricReview from Todd B
1 star11/08/2024
They are a joke. They trained their customer service members to lie to customers. It states there customer service center is in ***** it's not it's in *****. The ****** are routed through ***** and *****. They love putting you on hold and then ending the call. So you have to call back. I have been trying to transfer money from a compromised card to a new one from them. I was guaranteed that it could be done. Now they say they can't because of QuickBooks payroll, they want to send me a new card. I explained my situation to them many times. They told me if I have cash app. They could transfer my money to it. That was a lie. They told they could expedite the card. Then tell them can't. The best lie they told me is that ***** don't recognize my address as a shipping option. Funny that I get ***** packages all the time. Or it has to do with my account though **********************. My account with ********************** has nothing to do with there ***** shipping. When they find out that I been doing shipping and receiving for 24 years, and a supervisor. They end the call, because they know that they been coughing in a lie. So after after all most a week of there lies. I'm going to a different prepaid card companyOuro Response
11/09/2024
Hello ****,
We are sorry to hear about the concern you have experienced with your account. We have reviewed and escalated your concerns to our team for review. We will like to address this issue head on and will have someone reach out to you as soon as possible. Please keep an eye out for an email and phone call so that we may address the concerns.Thank you
Review from Cindy C
1 star11/06/2024
Right now if I can give him no stars I would not only do they lie to you they also took $109 and won't give it back saying that ****** took it and I've got proof that ****** said they did a buyback and so I'm out of $109 not only that but on MetaBank they say it's free checking even if is pathword is the bank they charge for Bank fees even though it says MetaBank I getting out of it they charge for everything and they do have a lot of whatever it's called $20 per charge they're not a good bank I've lost a lot of moneyOuro Response
11/07/2024
Hello *****,
We are sorry to hear that you are unhappy with the results of the claim you had. We have escalated your concerns to our team to have someone to reach out to you regarding the account. We appreciate your feedback and review. If you have any additional concerns please feel free to reach out to us at ******************************* for further assistance.Thank you,
Brand Reputation Specialist
EricReview from Danielle E
1 star10/25/2024
I received a card in the mail but did not open an account. I have had my identity stolen last year so I tried calling them to report the account. I tried the different numbers on netspend's website but there is no route to get to a live representative or leave a message. I called five different times, trying all the menu and submenu options. I ended up sending an email but I doubt they would get back to me and I don't want to provide any personal information via email. This is absolutely insane. I am just trying to report this account so they shut it down, but there is no way to ask someone to do it!Ouro Response
10/27/2024
Hello ********,
We are sorry for the lack of support you have had with your issue. We will be happy to assist you further. We have escalated your concerns to our team for review and have assigned someone to assist you further. Please keep an eye out for an email you will be receiving from us and how we can assist further.We appreciate your feedback as we look to better our customer support.
Thank you,
Brand Reputation Specialist
****Review from Kyle W
1 star10/07/2024
My Mother-in-law has had an account with ********************** for years. There have been many issues including her card being locked and needing a new card shipped randomly, limiting access to her funds until a new card finally arrived. Sometimes, it was not sent to the correct address, so they had to re-ship. Today was the peak though. She got notice that for 'security reasons' the account was being closed that day with no opportunity to transfer funds to an accessible account. When we called the customer service line, 2 different **** were not able to give us any new information except that the balance of the account would be sent via check to the address on file, which we confirmed, and that it would take up to 10 business days. Again, this is assuming it is actually sent to the correct address, which after the issues above, it not promising. When I asked if there was a way to expedite sending the funds, we were told there is no other option. I asked to speak to a supervisor or someone 2 separate times, both of which i was just sent back to the queue when first call. That is extremely unprofessional and would have gotten my fired from multiple jobs I have held personally up to this point. There is also a deposit that was supposed to hit today in the now closed account, so she will have to wait until the deposit is attempted, rejected, and send back to the payroll company so the funds can finally be reissued. The level of disrespect and unprofessionalism is absurd and should not be experienced by anyone, especially when contact a bank that hold their money. Now, my mother-in-law has to wait 2 weeks to hopefully get the check delivered so she can open a new account. Thankfully, we are able to help in the interim otherwise this bank's action would lead her to going without food, gas, or groceries for 2 weeks which would legitimately be a life threatening issue.Ouro Response
10/10/2024
Hello ****,
We appreciate you sending us this review and we will be happy to assist your mother in law with her concerns. Please have her email us at ******************************* with her direct contact information and account details so we may assist further.
Thank you,
Brand Reputation Specialist
EricReview from Nina A
5 stars10/01/2024
I been robbed by my own so called bank NETSPEND!!!!!! THEY SAY MY ACCOUNTS HAVE BEEN COMPROMISED,I SEND EVERY DOCUMENT I CAN FOR PROOF,MY AWARD LETTER FROM FOODSTAMP AND SICIAL SECURITY MY TEXAS DL AND ITS ALWAYS NEVER ENOUGH PROOF FIR tHEM,I'm in a bad bad bad situation im actually homeless now,I'm beside myself, ?? cries i dont kniw what to do or where to go,im deviststed,the hurricane ****** and niw got robbed from my bank whst do i doOuro Response
10/08/2024
Hello ****,
We are sorry to hear about the experience you had with us. We will be happy to assist you with your concerns that you have. We have escalated the issue to our team for review and will have someone reach out to you as soon as possible.
Thank you,
Brand Reputation Specialist
EricReview from Sharon C
1 star09/12/2024
CAN WE HAVE MINUS STARS BECAUSE THATS WHAT I WANT YO SELECT! THIS COMPANY MAY BE THE REASON FOR A LOT OF STOLEN IDENTITIES. I HAVE NO ISSUES WITH A BANK ACCT, I HAVE ONE AND GOOD CREDIT. I ORDERED ONE RECENTLY ONLY TO HAVE A PREPAID ( NOT THE DEBIT) YO LOAD AND LET MY GRANDCHILD USE ONLY IT WOULD BE IN MY NAME. SO THEY COME BACK AND TELL ME I HAVE SOME DORMANT ACCOUNTS OPEN KEEPING THEM FROM SENDING ME A CARD. SO I ESCALATED THIS TO A MANAGER THAT AFTER A COUPLE IF DAYS REACHED OUT TO ME BECAUSE IVE NEVER JAD A NETSPEND THIS WAS A FIRST TIME REQUEST. SO SHE APOLOGIZED AND CLOSED THE ACCOUNTS THAT WERE DORMANT -- I DIDN'T EVEN ASK MORE INFORMATION BECAUSE IM ALREADY KNOWING IF THEY HAVE ACCOUNTS ATTACHED TO ME THEY WERE NEVER OPENED BY ME! SO A WEEK GOES BY AND I GET AN EMAIL TELLING ME- IN ORDER TO OPEN THE CARD IM REQUESTING THEY NEED TO VERIFY ME. SO I SENT THE MY PICS OF SSCARD, DRIVER LICENSE, UTILITIES BILLS, OTHER VERY PERSONAL DOCUMENTS TO PROVE WHO I AM SO THEY CAN SEND THE CARD. AND THEN LATER THAT NIGHT I GET A REPLY SAYING, WE RECEIVED YOUR DOCUMENTS AND YOU'RE NO LONGER ELIGIBLE (?) SO 8M LIKE WHAT DO YOU MEAN -- I TOLD YOU I NEVER HAD A ACCOUNTS WITH YOU PREVIOUSLY. YOUR MGR CALLED ME OFFERED APOLOGIES SAID THOSE OLD ACCOUNTS ARE NOW CLOSED-- MIND YOU THEY NEVER TOLD ME WHAT THEY HAVE IN THEIR POSSESSION TO THINK THESE OLD ACCOUNTS WERE MINE. NEVERTHELESS THEY LIED AND SAID ALL IS WELL ( BASICALLY) JUST GO AHEAD SEND PROOF WHO 8 AM WHICH I SENT AN ABUNDANCE OF INFORMATION. NOW THEY'VE ESSENTIAL COLLECTED ALL MY SENSITIVE DOCUMENTS AND DECLINED TO SEND ME A CARD? THEY NEED TO BE INVESTIGATEDOuro Response
09/13/2024
Hello ******,
We apologize about the inconvenience you experienced with the matter of the account. We have assigned someone to review your case and will be reaching out to you to assist with your concerns.
We advise reaching out to that personnel for further assistance with this matter.
Thank you,
Customer Advocate at ********************Review from Corian Z
1 star08/24/2024
I do not recommend NetSpend!!!! My paycheck was deposited to my account and I was sent a new card. I spent over four days attempting to activate the card to no avail. They would not accept my lease as address verification when Im only 19 so I dont have any bills in my name. I still live with my parent. The representatives were rudethey even hung up on me while I attempted to get my mom to explain what was going on. Whenever I asked to speak to a supervisor, I was left on hold for over 30 minutes!!!! I am beyond frustrated and just want access to the money I worked for.Ouro Response
08/28/2024
Hello ******,
We appreciate your review and will definitely like to discuss your concerns. We see that someone from our Corporate team has attempted to reach out to you via email and phone. Please reach out to the **************** member for further assistance.Thank you,
Eric
Customer Advocate at ********************Review from KI H
1 star07/30/2024
I have been with Netspend for yrs but after today I dont even want to hear there nameThey locked my account as soon as my ********************** deposited and wouldnt tell me why just kept saying give it 6 business hrs!! Then put I hung up on them when they actually did but no matter what I said while upset its MY MONEY!! So I still havent been able to get my social security check yet because they told me the supervisors are handling important issues ??Ouro Response
08/07/2024
Hello,
We see someone from our **************** has reached out to you to assist you with your concerns. We see that the issue was resolved back on July 31, 2024. We are happy that it was resolved. Please feel free to contact us if you need further assistance at *******************************.
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