We’re sorry, there is a problem with your account

I was wrong.  I thought that using the NetSpend card for normal everyday purchases would be safe (see “NetSpend challenges the throne”).  However, I tried to log into my account Tuesday evening and found “We’re sorry, there is a problem with your account”:


Uh oh.  I knew from readers that this meant my account had been closed.  I thought back to things I’ve done with the card in the past week.  It was all miscellaneous small purchases.  I bought pet food.  I paid for movie tickets. I bought a few groceries.  What could they have objected to?  I didn’t take money out via an ATM.  I didn’t pay any bills.  I didn’t make any large purchases.  I didn’t buy money orders or gift cards. 

Was it my blog post?  In that post, I recommended that people use the card as it is intended to be used.  Did they read the post and see something they didn’t like?

I called the number on the screen and had an entertaining conversation.  It went like this:

NetSpend: Mr Miler your account is already closed. You are no longer eligible for NetSpend services.

Me: Why?

NetSpend: Due to a bank request.  The only reason we close an account is due to a bank request.

Me: Why did a bank request that my account be closed?

NetSpend:  We don’t have that information.  We are not the ones that closed the account. We have a department that is constantly monitoring accounts. We work hand in hand with with banks in monitoring accounts.

Me: What bank are you talking about?  I didn’t do anything with my NetSpend card that had anything to do with any of my banks.

NetSpend: It was a previous bank, not NetSpend. They requested that the account be closed due to suspicious activity.  We’re not even supposed to tell you that, but you asked.

Me: What activity was suspicious?

NetSpend: We do not have that information.

During this conversation, I racked my brain trying to think of what bank could have even known I had a NetSpend card.  Finally, the fog lifted in my brain.  I remembered that NetSpend cards are issued by a bank called Metabank…

Me: Is the bank you’re talking about, Metabank?

NetSpend: [long pause] Yes

I tried mightily to get more information, but to no avail.  I spoke to a supervisor who gave me the same non-answers.  I asked who else I could speak with that could give me more information.  “No one.”  Could I speak with the risk management team?  “No.  You can call back during business hours and ask for a supervisor and ask the supervisor to speak with the risk management team.”  Great.  Can I speak with the marketing department?  “We don’t have one.”  Can I speak with the sales department?  “We don’t have one… I mean we do have a marketing and sales department, but we don’t have a number for customers to call.”  And on and on it went.

While I couldn’t get any information about why I was shut down, I did get some information about what happens next.  I was told that I would be sent a check in 20 business days.  When I asked about a fee, the supervisor confirmed that there would be a $5.95 fee.  I asked that it be waived, but he said that all he could do is make a note in my account to ask.  I also asked about the $20 referrals.  He said that once they’re paid they would go into my account and then I can request a check again.  I’ll believe that when I see it.

Reader experiences

Hopefully others will have better luck than I had.  If not, maybe this will work out as a nice, one time only, cash-out of Vanilla Reload cards.  We could do worse.

Next steps

I’ll run out soon to get a Mio card if I can find one.  Unfortunately, you can’t order them online without first buying one in-store.  Also, of course, I’ll watch eagerly for the new OneVanilla card, coming soon.

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  1. […] While that doesn’t sound too bad, some users’ accounts have been on hold for a few weeks even when the MVD representatives told them it would only be a few days or one week. If this situation becomes similar to the Netspend prepaid card shutdowns, you’ll be in for a bit of a fight. You’ll get your money back, of course, but it might not be as quick as you hoped for (read about how Frequent Miler’s Netspend account was shut down). […]


  1. @ Nate – I just set up my NS for Direct Deposit recently. Had my employer do a small dd (less than 500) and funds loaded within 24 hours. However on payday (Friday) my DD (over 1500) still hasn’t hit my NS account (Sunday). Guessing it takes a full business day, but we’ll see.

  2. At least from what I’m reading, everyones money was returned to them in a check. It has been 10 months and I still am trying to find the $17,256 that was taken from my several different accounts associated with Metabank (which they had no problem issuing to me at the time).

  3. 2/28/13 NP card declined @ walmart. called cs was told card cancelled by the bank and refund would be issued in 20 days. done some research and found your site and call cs back, this time i was told card cancelled for some suspicious activity or some transfers. question will i really get my balanced refunded to me?

  4. I got the same crap about “suspicious activity” after loading the account then made one payment. When I asked them about what exactly is “suspicious activity”, I get the same “We don’t have any additional information.” It took them more than a month and several phone calls to finally get all my money back. Initially they were going to charge me for sending me a check after they closed my account (and not able to give me an answer). After the 20 days, I called again and they told me that there’ll be no fee since there was an error. Another 2 weeks went by before I finally for a check from these crooks!

  5. These idiot con artists did the same thing to me. All because they tried to scam me and my gf out of our referral. I simply called to clarify that I WILL get them to honor their offer that they marketed (add 40 get 20 on your card and your buddies card). They played games, lied, all said different things, then finally gave us the money and closed our accounts! It’s ridiculous. They honestly don’t give a crap about customers and only do the minimum when you raise hell. The BBB is a bunch of crooks too as they gave them a A rating! Who the hell gives this crooked disorganized crime syndicate an A rating? They are worse than a joke they are a lying criminal organization. I am pretty sure there is something conspiratorial behind why they close accounts without users permission. I mean honestly HOW DO YOU CLOSE A PREEEEEE PAID ACCOUNT? It’s NOT credit! It’s not a REAL BANK! IT IS YOUR MONEY!!!!! MY MONEYYYY YOU CANT TAKE IT FROM ME AND TELL ME HOW TO SPEND IT YOU MF. whewww I am so pissed at them. Please tell me victims of netscam are willing to unite against them and cause a media stink who is down?

  6. Had the same notice on the website, but they said it’s just a hold on the account till I get my permanent card. It happened because I added $500 on the temporary card which flags the account. Do not add funds till your permanent card comes or that will flag your account.

  7. I am new to the Netspend craze. I am simply planning on stacking up referrals on it and only using it once every 90 days to avoid any maintenance fees. I don’t see anywhere in the terms and conditions that your account will be canceled for this? But should I worry?

  8. I too experienced the \suspicious activity\ bullshit but I am fully prepared to take this company to the front lines and expose them for the thieves they are. The next step for all of us is to contact the better business Beureau (sp) and File formal Complaints because until formal complaints are made all this is a a blog from justified angry customers whose money was stolen but too lazy to do something. Im taking.action, hope yall will too

  9. Earlier today saw three unauthorized charges on my card. I called, had the card cancelled and a replacement sent.

    Then I got a text with “We’re sorry, there is a problem with your account,” and the same on the website, which led me to here.

    I hope they didn’t cancel my account because someone placed fraudulent charges on the card from India.

    Not getting my money for 20 days wouldn’t be good with Christmas coming up.

    I’ll update once I get a hold of them. Their lines are currently all busy.

  10. Good news!

    Everything is good, and they are sending me a new card. They just needed to talk to me about the charges. So relieved!

  11. I believe that my account was closed because I owe money to paypal credit. paypal credit is handled by Bancorp bank, which is the same bank that handles netspend prepaid.

  12. Been with AceElite(Netspend(MetaBank) for 5 yrs now. did the OD thing then blocked from it. my direct deposits hit everymonth i like the few days early. Lately i have been using vanilla reload cards on it to reload. i Reloaded made a payment then about an hr later couldnt make a payment. then get a txt saying call 188 i was closed. WTF!
    they said suspicious activity. and i will get my 80.89 refund in 20 days. has anyone have a timeline of how long it actually takes to get the check ?

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