NetSpend review: Netspend prepaid loadable card

On 8/25 I purchased a netspend prepaid reloadable card form Kroger and loaded $50 onto the card for school items that I needed to purchase. I then called to activate the card and was told that additional documents were needed to verify my identity. I called the company to ask what was needed and why. This seemed excessive as this is a prepaid card loaded with my money. I argued with the rep for over 45 minutes and was told that I could only get a refund if I sent the same documents that they were asking to verify my identity and that it would take 6 hours to verify my identity and release the funds. The rep said that he would try to unlock the card to allow me to use it, but still said that I would need to send the documents because they could not verify that my home was actually a home. I sent the documents that I was asked to send on 8/26. Was told that they were unreadable. Sent them again on 8/27 twice. On 8/28 got an email stating that I needed to talk with risk managers to verify my identity/ Called risk management was referred to customer service. I didn't have the card with me and was told that they could not help me. I called again and was told that they were verifying my identity but needed to speak with risk management to unlock the card. I was tossed back and forth for hours. I tried to explain that I had already spoken with risk management earlier and was informed that I had not called. I feel that my money is being held hostage and that this company is a scam. I am still on hold and can't get my money.