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Business Profile

Prepaid Debit Cards

Ouro

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ouro's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,664 total complaints in the last 3 years.
    • 346 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Reference#: ********** Claim#: ******** $566.23 this claim is a dispute I filed due to me being incarcerated at the time of these transactions. And my main concern is THIS CLAIM IS BASED ON TRANSFERS. I WANT TO KNOW HOW IS IT THAT NETSPEND APPROVED THESE TRANSFERS TO LEAVE MY ACCT AND INTO AN ACCOUNT THAT DID NOT BELONG TO ME??!! THE ACCOUNTS MY ********************** WAS TRANSFERRED TO IS NOT IN MY NAME SO WHEN I CALLED THE NUMBER ON MY STATEMENT THEY SAID THEY CANT GIVE ME NO INFORMATION BECAUSE THAT ACCOUNT IS NOT IN MY NAME. SO HOW IS IT THAT NETSPEND EVEN ALLLOWED THIS TO HAPPEN BECAUSE I THOUGHT THEY HAD TO VERIFY IF OTHER ACCOUNT OR CARD NUMBER IS IN MY NAME? THAT SHOULD HAVE BEEN A RED FLAG. SO THIS DISPUTE IS STILL IN THE PROCESS. WHY DID NETSPEND APPROVE THESE TRANSFERS TO GO TO ACCOUNTS THAT ARE NOT IN MY NAME? I WAS INCARCERATED WHEN THESE TRANSFERS OCCURED. CLAIM # ******** THIS DISPUTE GOT DENIED CLOSED CASE! I WAS IN JAIL AND I SENT THE ***** THEY REQUESTED TO JUST GET DENIED BECAUSE OF NO ERROR AND BECAUSE OF MY PHONE. WHEN I GOT OUT OF JAIL MY PHONE WAS HERE BUT MY PHONE WAS RESET WHOEVER DID THIS DID A HARD RESET AND WIPED EVERYTHING OFF MY PHONE NOT LETTIMG ME SEE WHAT THEY DID WHO THEY CALLED WHAT THEY STOLE. I GOT DENIED AND WHEN I CALLED THEY SAID THAT THAT DEPARTMENT WAS GOING TO CALL ME BACK BUT THAT WAS ON THE 9TH WHEN I GOT DENIED THIS DISPUTE. I AM NOT HAPPY WITH THEIR DECISION I WANT TO APPEAL THIS AND I WON'T STOP UNTIL I GET MY MOMEY BACK ESPECIALLY THE MONEY THEY ALLOWED TO BE TRANSFERRED.

      Business Response

      Date: 07/22/2025

      We acknowledge receipt of Ms. ********* complaint and appreciate the opportunity to address her concerns.

      On June 24, 2025, at 4:42 PM CST, Ms. ******* submitted a dispute claim for $566.23, concerning transactions that took place on April 12, 2025 and April 13, 2025.
      Our dispute resolution team is actively investigating the transactions. A determination regarding a provisional credit to the user's account will be made by July 23, 2025. The final decision concerning this investigation will be issued by September 26, 2025.

      Concerning dispute claim ********, for an amount of $2,671.22, which was submitted on June 24, 2025, our team formally closed the investigation on July 09, 2025. The relevant documentation pertaining to this investigation has been provided to Ms. ******** Although the initial investigation by the dispute team did not identify any errors, I have requested a re-review of Ms. ******** claim by the department. We will maintain communication with Ms. ******* to address any and all concerns.

      We value your continued cooperation and thank you for your attention to this matter.


      Customer Answer

      Date: 07/22/2025

      Complaint: 23608091

      I am rejecting this response because:
      Because of the fact that I was in JAIL I've sent proof so I dont know what else yakl need but I do know I will not stop appealing until I am granted my money back. I busted my **** all year to get my hard earned money back from my tax refund and I won't stop till I get it back.  
      Regards,

      ******* *******

      Business Response

      Date: 07/23/2025

      We don't understand why the consumer has rejected our response. The matter is not closed, we are continuing with our investigation and are still in communication with the customer. We will continue to work with her until a final determination is made. Thank you.

      Customer Answer

      Date: 07/23/2025

      Complaint: 23608091

      I am rejecting this response because:
      Again I was denied my disputes and you said it got denied because of some transactions that occurred while I was clearly incarcerated.  I've sent you proof as well. And im gonna continue to deny anything until I get back what was stolen from me and what is rightfully mine.  And then yall say I made or attempted to make transactions after my dispute was opened well I didnt open my disputes till June 24th the day after I got out of jail. So I dont understand where all this is coming from. But no im not happy not satisfied and im still without my money that I busted my **** off last year for. 
      Regards,

      ******* *******

    • Initial Complaint

      Date:07/18/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an unauthorized transaction on my debit card back in June, it was stolen by a friend and she used it. She made several payments summed up to $55.73. This was my ACE Elite/pre-paid debit ending in 9300. Netspend's dispute team didn't think it was a error and they denied my refund! I keep calling them and they will not refund what was stolen from me! There's also another transaction she made for $63.00 and they're no help when it come to phone calls! I'm on hold for 30 mins or more and keep getting denial emails from the dispute team!

      Business Response

      Date: 07/21/2025

      We have reviewed the customers complaint; however, we were unable to reach the customer directly.
      On June 30, 2025 and July 1, 2025, Ms. ***** submitted two dispute claims for a total amount of $119.23, concerning transactions that took place on June 26, 2025. We attempted to contact Ms. ***** on July 21, 2025, using the phone number and email address provided in the complaint, but we were unsuccessful in reaching her directly. Our dispute resolution team has concluded their investigation and Ms. ***** is awaiting the documents from our dispute team. Once Ms. ***** receives the documents and reviews our decision, our disputes team would be happy to schedule a call with her. 
      We value your continued cooperation and thank you for your attention to this matter.

      Customer Answer

      Date: 07/21/2025

      Complaint: 23605891

      I am rejecting this response because: I do not like how Netspend takes care of their customers issues. $119 was stolen off my ********************** card ending in 9300 and they need more information?? How??  I explained everything in text. I just want my money back and then close my acct. w/ ********************!  I'm displeased how they handle issues, customer service is lousy! Nobody speaks clear English and sometimes don't know very much of whatever is mentioned!  I want my money back!

      Regards,

      ******** M *****

      Business Response

      Date: 07/22/2025

      We stand by our previous response and the decision of the disputes team. Ms. ***** will receive the documentation and once she reviews it, if she would like to speak to the disputes team on the phone, we can arrange a call. We consider this matter closed. Thank you.

      Customer Answer

      Date: 07/22/2025

      Complaint: 23605891

      I am rejecting this response because: I DO NOT like how they're handling this matter! This was MY MONEY!! I get my SSI and SSD money through them. And the $120 that was used on MY CARD!! IS NOT MONOPOLY money!!  Netspend doesn't care about their clients! They're taking this matter, like it's a JOKE!!

      Regards,

      ******** M *****

    • Initial Complaint

      Date:07/12/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased and loaded a NetSpend prepaid card from a local market and when I tried to open a account I was expected to give these concessions before I could open an account and spend my ********************** that was already preloaded. I was told that I couldn't even spend the money I downloaded. I sent them my I'd photo plus a copy of bank statement to show residency as requested. But still they're not allowing me to make purchases and I am starting to feel like I'm being mislead or ripped I purchased the card from food for less grocery store in ********. On the111 blvd.and *******

      Business Response

      Date: 07/15/2025

      We have completed a comprehensive review of Mr. ********** complaint and acknowledge his expressed concerns.
      On July 14, 2025, at 2:30 PM CST, we tried to call Mr. ******** about his issues getting the block removed from the account to have access to his funds. We were unable to reach him by phone, so we sent a follow-up email. The next day, Mr. ******** emailed us back and we were able to call him on the phone to discover his possible options moving forward. We agreed to order him a new card and move his funds over to the new card once he receives it. 
      We now consider this issue resolved. We appreciate your attention to this matter and value your continued cooperation.

    • Initial Complaint

      Date:07/07/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I dispute 15 charges with my bank ******* ***** Claim # ******** Transaction dates 04/26/2025 $***** 04/28/2025 $ ***** 04/27/2025 $ ***** 04/29/2025 $ ***** 04/29/2025 $ ***** 04/30/2025 $ ***** 04/30/2025 $ ****** 04/30/2025 $ ***** 04/30/2025 $ ***** 04/30/2025 $ ****** 05/03/2025 $ ****** 05/04/2025 $ ***** 05/05/2025 $ ****** 05/10/2025 $ ***** 05/11/2025 $ ***** Transactions are fraudulent and the account was closed these charges was dispute on 06/04/2025 and I was supposed to receive an update on 07/03/2025 my claim wasn't investigated and in 30 business days I didn't receive a provisional credit but my claim was denied on the 20th business days

      Business Response

      Date: 07/08/2025

      We have thoroughly reviewed Mr. ******* complaint and understand his concerns.

      On July 8, 2025, at 2:40 PM CST, we contacted Mr. ***** by phone to discuss his dispute claim, which was submitted on June 4, 2025, for $1,091.00. The dispute was closed on July 3, 2025, as the transactions in question were authorized by Mr. ****** A Dispute Analyst from our department will contact Mr. ***** directly to provide a comprehensive explanation of the claim's outcome and address any further questions he may have.

      Should Mr. ***** require additional support or have further questions, please contact our Corporate Customer Response Team at ************* Our representatives are available to assist Monday through Friday, from 8:00 AM to 8:00 PM Central Time.

      We appreciate your attention to this matter and value your continued cooperation.


    • Initial Complaint

      Date:07/07/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wallet was stolen with all my credentials inside of it I had a total amount of $2660 in my account that was Fraudulently withdrawn from out my account , the person who stole my wallet had access to my bank card that had the amount of $2660 and was able to withdraw all of my funds without my consent and my bank never alert me to find out if its me or not thats using my card . I file a dispute over 20 business ago from today my funds was supposed be reimbursed in my account today I woke up this morning to my account being close and they denied my dispute I briefly explained how the person couldve had access to my account because my PIN number for the card was my Birth Year thats also on my I.D so therefore the person had to guess my pin for the card I need my funds in full because Iam behind on rent & other bills as well please contact them Please expeditiously to get this resolved I have been waiting entirely too long , they close my account to avoid paying me when my money were supposed to be insured based on their policy but I assuming that they are false advertising with that policy because they decide to close my account knowing that it was open throughout the whole dispute process but closed it on the day I was supposed to be compensated in the Court of Law thats Fraud at its finest and I would really appreciate if you can get in contact with them because I cannot afford being evicted with no where to live thank you.

      Business Response

      Date: 07/11/2025

      We have thoroughly reviewed Mr. ******** complaint and understand his concerns.

      On July 10, 2025, at 9:40 AM CST, we contacted Mr. ****** by phone to discuss his dispute claim, which was submitted on June 20, 2025, for $2,660.00. The dispute was closed on July 7, 2025, as the account in question is linked to other accounts with the same dispute activity, indicating deliberate filing of false dispute claims. A Dispute Analyst from our department will contact Mr. ****** directly to provide a comprehensive explanation of the claim's outcome and address any further questions he may have.

      Should Mr. ****** require additional support or have further questions, please contact our Corporate Customer Response Team at ************. Our representatives are available to assist Monday through Friday, from 8:00 AM to 8:00 PM Central Time.

      We appreciate your attention to this matter and value your continued cooperation


    • Initial Complaint

      Date:07/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ****** ***** Netspend is holding ****** of my money returned from ****** . ****** released the funds and Netspend wont make funds available help

      Business Response

      Date: 07/07/2025

      We have thoroughly reviewed Mr. ****** complaint and understand their concerns.

      We reached out to Mr. ***** via phone and email to assist at 9:30 AM CST on July 7, 2025. He responded, stating that everything was resolved and required no further assistance. The ****** transaction in question was refunded on 7/03/2025 at 4:51 PM CST.

      Should Mr. ***** require any further support or have additional questions, we encourage them to contact our Corporate Customer Response Team at ************. Our representatives are available to assist Monday through Friday, between 8:00 AM and 8:00 PM Central Time.

      We sincerely appreciate your attention to this matter and value your continued cooperation. Thank you.

    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have used netspend since 2018. Recently, there was a charge I did not recognize. I sent a message through the secure inbox asking for more info on the charge, as I thought it was perhaps a subscription I have. I received no answer for several hours. At that point I sent another secure message. About 1 minute after, I discovered the charge was indeed a subscription charge. At that point I sent a third secure message that stated I figured it out, please disregard. Hours and hours later, I received a text stating that my card had been reported lost or stolen. I immediately called. I informed the representative of my messages to netspend. He tried telling me that I filed a dispute. I adamantly denied his claim of me having filed. Why would I file a dispute and then ask for more information to rule out that it was a fraudulent charge? He basically told me too bad so sad if I want my new car sooner than 7-10 business days I had to pay for faster shipping. I refused and asked for a supervisor. At that point a "****" badge number422796 basically just kept saying oh he understand so sorry, however they cannot do anything and I have to pay. Had I said cancel my card, had I filed a dispute, had I initiated this I would have no problem paying, but again I never once did anything but ask a question about the charge. So because I have to live, I agreed finally to the charge of faster shipping. I believe this is a scam they do just to get people to pay additional fees. Never once did I ever receive a call or a reply to any of my messages, they just canceled my card and scammed me into paying them money.

      Business Response

      Date: 07/02/2025

      We have thoroughly reviewed Ms. ***** complaint and understand her concerns.

      We reached out to Ms. **** via phone and email to assist at 9:30 AM CST on July 2, 2025. She responded, stating that she was busy with work but provided her card number to verify her account. I confirmed that she sent us a message via the secure inbox on July 1, 2025, at 9:00 AM CST, explaining the situation. In response, I have refunded Ms. **** the $25.00 that was charged to her due to the misunderstanding.

      Should Ms. **** require any further support or have additional questions, we encourage her to contact our Corporate Customer Response Team at ************. Our representatives are available to assist Monday through Friday, between 8:00 AM and 8:00 PM Central Time.

      We sincerely appreciate your attention to this matter and value your continued cooperation. Thank you.

      Customer Answer

      Date: 07/02/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ****** ****

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      purchased at local store in person. Deposited funds into card. Told to verify and send id. (I did) Id rejected (no reason given) broken link to upload more proof (also broken) money is being held. (No reason given) store says no problem with everything.

      Business Response

      Date: 06/24/2025

      We have thoroughly reviewed ***** Maries complaint, and understand their concerns.

      As a company, we have chosen not to continue to do business with ***** *****. We verified there are no funds on the account, nor were there ever funds on the account. We consider this matter closed.

      We sincerely appreciate your attention to this matter and value your continued cooperation. Thank you.


    • Initial Complaint

      Date:06/17/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ****** ***** I qualified for a ***** cash rewards from Netspend that was supposed to to post June ******* I never received it help

      Business Response

      Date: 06/19/2025

      We have thoroughly reviewed Mr. ***** complaint, and the complaint has been fully resolved.

      Mr. ***** inquired about a $25 promotional credit that he felt he was eligible for. After reviewing his account we discovered that he is eligible and we applied the credit on 6/18/25. 

      Should Mr. ***** require any further support or have additional questions, we encourage her to contact our Corporate Customer Response Team at ************. Our representatives are available to assist Monday through Friday, between 8:00 AM and 8:00 PM Central Time.

      We sincerely appreciate your attention to this matter and value your continued cooperation. Thank you.


    • Initial Complaint

      Date:06/17/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Netspend has known and has failed to provide as required by law access to my banking account and information now for over 49 days, *** had false charges deducted from my account and customer service says I must use my phone app or online to dispute these false charges yet neither the online site or phone app will grant me permission to access my account and information. This has been an ongoing problem for allmost 2 months now which has resulted in large losses of money on my end. Netspend is doing nothing to correct this.

      Business Response

      Date: 06/21/2025

      We have thoroughly reviewed Mr. **** complaint, and understand his concerns.
      We reached out to Mr. **** via phone and email to assist. He responded to us and let us know that he is good now and is working with our customer support teams to get his disputes resolved. 
      Should Mr. *** require any further support or have additional questions, we encourage him to contact our Corporate Customer Response Team at ************. Our representatives are available to assist Monday through Friday, between 8:00 AM and 8:00 PM Central Time.
      We sincerely appreciate your attention to this matter and value your continued cooperation. Thank you.

    Ouro is NOT a BBB Accredited Business.

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