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What happens if you lose your netspend card?


You can avoid any fees related to the replacement of lost, stolen, or damaged cards by contacting our customer service department at 1-86-NetSpend (1-866-387-7363) immediately.

Florida man posed as Netspend CEO in order to get a replacement card, police say A Florida man called the Netspend CEO’s office and pretended to be the company’s top executive. He was able to obtain replacement cards for all three of his lost Netspend debit cards, police say. By Adam Popescu

A Florida man called the offices of Netspend — one of the country’s largest prepaid debit card providers — and impersonated its chief executive officer in an effort to replace three lost debit cards, according to authorities. Rashad Boddie, 32, also allegedly used one of those replacements last month at a Hialeah Gardens casino where he racked up nearly $600 in losses playing blackjack and pai gow, a Chinese game played with dominoes.

Boddie’s alleged scam is the latest twist in an increasingly common problem for prepaid debit companies: how to verify customers’ identities in order to issue replacement cards — without triggering fraud alerts that might stymie sales and cost businesses money.

The solution these businesses have settled upon: Ask consumers unusual security questions and hope they answer correctly. But apparently not all consumers read their emails or understand their details, leaving them vulnerable to scammers like Boddie who pose as company representatives. Authorities say Boddie used his fake CEO identity on Feb. 26 when he called Netspend’s customer service line, which is based in Panama City Beach, Fla., posing as its CEO, Juliani Sanabria.

Boddie was left on hold for more than 10 minutes before reaching a Netspend employee named Jaqueline Rodgers, according to the criminal complaint filed in Miami-Dade Circuit Court last week. Using information only a company executive would know — like contract numbers and names of high-level employees — Boddie persuaded Rogers to send him three replacement debit cards by overnight mail at his home address in Hialeah Gardens. He called back later that day, pretending to be Sanabria again, and asked her to reissue those same cards using different mailing addresses so they could be mailed directly to the homes of friends whom he had already allegedly recruited as accomplices.

The next morning, another Netspend employee called Rodgers and told her that the overnight packages had arrived — but they were addressed to Boddie’s accomplices. Rodgers then reached out to a supervisor, who confirmed that Sanabria was not in the office.

Undeterred, according to court documents, Boddie called Rogers again on Feb. 28 pretending to be Juliani Sanabria and used his fake identity yet again. He asked for two replacement debit cards and said he needed them mailed directly to himself at home as soon as possible because “he didn’t want anything else stolen from him.” Rogers complied with his request for one card, mailing it directly to Boddie’s house using priority mail, police say. The second card was also sent via priority mail to an accomplice’s address.

The next day, Feb. 29, Boddie used one of the debit cards to play pai gow and blackjack at a casino in Hialeah Gardens, incurring $595 worth of losses over two hours before leaving without cashing out his winnings, police say. Later that day he called Netspend customer service and asked for yet another replacement card in order to replenish the balance on the other two cards he had allegedly stolen (one each from Sanabria and Rodgers). This time he posed as Gustavo Manuel Garcia Perez — supposedly another top executive at Netspend. The company sent him another card via priority mail using the same fraudulent scheme that worked so well before.

Miami-Dade Police arrested Boddie on March 5 on charges of grand theft, scheme to defraud and uttering a forged instrument. He is currently out on bond, with his arraignment set for May 15th.

Boddie’s defense attorney, Ariel Tepfer, said it was a “strange situation” — but his client was simply providing the information requested of him by Netspend. He said Boddie had never received notice that the cards were stolen or any subsequent requests to provide proof of identity or send them back. [28] 28; March 8, 2015 Source: Prepaid debit card scam suspect’s lawyer says he thought he was following orders from CEO for customer service call , by Michael Vasquez, MiamiHerald.com

Boddie was charged with grand theft, scheme to defraud and uttering forged instrument in the incident, according to court documents The Miami Herald obtained . He is currently out on bond, with his arraignment set for May 15th. Early February 2015: A pair of thieves used a fake CEO identity to steal thousands from prepaid accounts belonging to small businesses who regularly make payments using Netspend cards. According to court documents reviewed by KrebsOnSecurity, Martin Boddie (seen at right) and an accomplice posed as Juliani Sanabria — the actual CEO of Netspend — in order to steal $46,000 from debit cards issued to two companies that regularly make payments to Netspend using prepaid debit cards.

The companies had created the accounts in order to pay their employees via prepaid card. Netspend has confirmed that it did indeed suffer two thefts on February 23 and February 29 of 2015, but declined to comment further citing an ongoing investigation by law enforcement. (As mentioned above, Boddie was arrested on March 5.)

In both cases, Boddie called up Netspend customer service with a fake CEO identity and convinced the company’s reps to reset account PINs using emergency security codes sent out over text message. The thieves then quickly used the cards to drain funds from each business’ balances before trying their luck at casinos in Florida where they were reported as suspicious players who were not signing chips from winnings and immediately cashing them out. Investigators say that the thieves ultimately lost around $4,200 on the card play before police arrested Boddie on March 5th at Miami’s Flagler Station Casino.

The court documents show the thieves used Netspend cards assigned to Payroll Solutions Group and Santa Fe Auto Body & Glass Repair. According to a source familiar with this case, both cards were issued and managed by Netspend subsidiary Delta National Bank in Texas. The source says that these two accounts were drained of more than $35,000 combined over two days last week after scammers convinced customer service reps at Delta Bank that they were Juliani Sanabria (the actual CEO) and asked for emergency PIN resets on each account using text messages as further verification. Each time, the thieves were sent an 8-digit PIN reset code over text message, which they used to drain the accounts before hitting the casinos.

The source said the same two cards were tied to another stolen card scandal at Netspend several years ago that also involved phony calls from supposed top executives asking for account PIN resets using text messages as verification. The source said there was an internal investigation at Delta National Bank into some sort of collusion between a lead customer service representative at the bank and someone inside Netspend. But that inquiry did not result in any apparent discipline or other repercussions for employees.

What happens if you lose your netspend card?

You can avoid any fees related to the replacement of lost, stolen, or damaged cards by contacting our customer service department at 1-86-NetSpend (1-866-387-7363) immediately.

How do I replace my lost NetSpend card?

To report your card lost or stolen, call Customer Service at 1-866-387-7363. Alternatively, you may log into the online account center and select “My Account“/”My Pre-paid Cards” on the left-hand menu bar then click “Report Card Lost/Stolen.”

Will NetSpend replace stolen money?

We promise to return your money, but we also need you to contact us beforehand if the refund did not go as expected.

Can I use my NetSpend account without my card?

Virtual Accounts allow you to pay for purchases or bills with the funds in your Netspend card account without sharing your normal Prepaid Card number. Virtual accounts are subject to the same fees, limits, terms and conditions as your card account.

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