I have been a netspend customer for 7 years. I have worked for the same company the entire time and i have my bi-weekly check direct deposited into my account. This week i received a bonus which put my account balance over the maximum on the card. As a result my account was frozen. I immediately called in and they said i needed to provide proof of deposit from my company. Our payroll department immediately provided. Then radio silent. I called back in XXXX hours later to check status. Customer Service informed me that they had all they needed but it take XXXX hours to process. Fine. So after the XXXX hours expired i called back ( XXXX time ). The rep told me that she did n't know why it had n't been unfrozen but assured me they had what they needed. So once again i hung up. then XXXX hours later i called again. I asked to please talk to the documents department and they said they can not call them. But they emailed. Low and behold right after that email went i receive a notice that they still have n't received the documents they need. Now keep in mind no one told me any documents were required beyond proof of deposit even though i asked XXXX people. So i immediately sent the documents. That was at XXXX yesterday. So i called again last night at XXXX to check to see -- what else was needed, what are next steps. Again nothing other than it takes XXXX hours. So this morning i call back ( call number XXXX ) and once again there is no update. Then they transfer me to the fraud department. The fraud guy says he does n't know why i am there and puts me back with customer service. So the new customer service agent asks for all of my informaiton again and then says i need to hang up and call back in. that is when i lost it. Finally i spoke to a supervisor who supposedly sent another email and apparently was going to document that this needed to be escalated. I am now back on the phone ( XXXX call in but XXXX person i have spoken to ) and she said they ca n't address until monday because the people are n't working. BRAND NEW NEWS. So i am on hold once again waiting for supervisor and all of this time my money is locked down. Once again i understand need to do verifications but this is insanity and i honestly feel like i am losing my mind. This whole process has to be illegal. I honestly can not believe that not XXXX person can get a clear status update. What they do n't realize is that this completely messes up people 's lives severely. Sad, tragic and completely has me in tears. 
