Complaint Review: NetSpend

I purchased a prepaid NetSpend Visa from a local Family Dollar on May 7, 2015.  I tried to activate the card online and was told it could not be activated and to call Customer Service.  I called CS on May 8, 2015.  I was told that there was a glitch in the system and it would be resolved within 24 hours.  I was told to check back the next day.  I called CS the On May 11, 2015 and was told that the system showed my social security number belonged to a deceased person and that I would need to bring a copy of my social security card, drivers license and utility bill to a reload location and have them fax it in to NetSpend.  I took the information to Ace Check Cashing at 8 am on and they faxed the information to NetSpend.  I called CS and was told it would take 4-6 hours. When I had not received a response and was still unable to access my funds, I contacted CS again on May 12, 2015.  I was told to have the documents resent by a reloading agent so I again went to ACE Check cashing and they refaxed the documents. While I was there, the ACE employee pulled up the verification system and said it did not show my SS# was flagged as deceased. I called CS to verify receipt of the documents and was told yes and it would 4-6 hours.  After 6 hours I called by and was told the issue was I had mistyped my name when I tried to activate online.  I was told it would be another 4-6 hours.  At 8:36 pm I recieved an email stating that they were unable to read the faxed documents and I would need to take a photo and send them by reply email.  I did this.  I received a second email at 11:37 stating that they had recieved the documents and they had been verified but my account had to be transferred to another department.  I called the morning of May 13th and was told that I had an old account and that in 2008 I made a purchase for $11.36 but my card had a balance of $10 so the account was closed due to an outstanding balance of $1.36.  I offered to pay the balanace over the phone but they refused payment.  The supervisor said they were escalating the issue and it would take 4-6 hours and the funds would be available.  They also promised to monitor the account and called when resolved. I followed up with an email to provide written documentation.   At 4:45 I called CS again and was told that the issue was with the documentation department. I told them I had received an email from documentation saying that they had forwarded it to another unnamed department.  The supervisor said they would escalate the issue to documentation, monitor the issue and have a manager call me back. I told again the issue was not with documents but with the department that handles charge offs.  I was told that CS cannot contact that department or forward customers to the department. Again it would take about 4 hours.  I again followed up by email. When I had not heard anything again, I called at 7:45pm and was told by the CSR that the issue was my social security number belonged to a deceased person.  I recanted the entire story and asked to be transferred to a supervisor.  After a lengthy wait I spoke with a supervisor who said he was escalating the issue to both documentation and risk.  I told him that I was told CS could not contact risk. He said yes we can but they closed at 8pm so they would not be able to address the issue until the morning and it would take about 4-6 hours after they opened at 8 am for them to review and resolve the issue. I told them that this money was needed for a payment that was needed Friday morning.  I have repeatedly asked that the money be transferred to my open NETspend account.  I also repeatedly offered to pay the $1.43 by phone to have the money released. I purchased this card for my son to take on his class trip.  Thank goodness I purchased it early.  I shudder to think of my 10 year old be hundreds of miles away from home with a card that he could not use to purchase food, snacks and souvirnirs.