NetSpend review: Online checking account

I am the legal, financial agent for my mother. We established a Power Of Attorney document in Texas in 2006. With this authority, I opened an account in her name with the HEB prepaid NetSpend card. I have been using this account to send my mother an allowance that comes every few weeks.

This account was opened in Texas sometime in 2016. I used what ever address she had there. Since then, we moved her to Washington State where I reside. Initially, She lived with me, but as it became apparent that I was unable to provide her care, we moved her to an Adult Family Home (6 residents) and then to an assisted living facility (80+ residents). it is imporant to understand that my mother has schizophrenia and unspecified dementia. She frequently doesn't understand the customer service representatives when we have spoken with them, and they will not allow me to advocate for her.

Recently, We received an email that says there is fraudulent activity, but because it is in her name they will not allow me to help her, despite the fact that she has been with me and spoken to her, we have emailed and used their online portal to upload documents. They say they cannot open the account because no matter what I send them, the addresses do not match the account.

This experience has been infuriating to say the least. The "locked" account is still pulling the regular allowance from the main bank account that I use. I feel like they are stealing the money because they won't turn off the transfer, and they won't allow us access to the account.