NetSpend review: Prepaid card customer service 1

I've had a NetSpend prepaid card, account ending 3490, since 201. I added my wife as a secondary account holder. My wife has her SSA benefits directly deposited, and has received them directly deposited to the same NetSpend account.
Then out of the blue, my wife checking our online account noticed that her card was just eliminated, deleted, erased; without any notification.
The card was not expired, she had already gone through the entire verification process submitting identity verification, which was successfully received, verified and approved.

So she contacted NetSpend CS receiving the automated system, she entered her card number, and the automated response was "Invalid card number", so she had to enter her SS number to access our joint account. The response from the automated system was "if you'd like to request a replacement card press ...", so she did.

Within a week, I received a second card in my name, so I sent a text through netspend's application, explaining the situation, and asking for information on who had deleted my wife's card And that the card they sent me was not requested, that in fact my wife still needed her replacement card

The response message I received stated that they couldn't send me another card because I already had two cards
I responded again through netspend's application message center, that the replacement card should've been for my wife.

She finally received a new NetSpend card, but it was for a new account, so my wife still has no access to our account

Two days later, in 9/4/24, my access was also denied, we could not access our account by phone, or online. This was extremely unusual because in the past NetSpend would always send a text message or email whenever there was an issue. And once we submitted whatever information NetSpend was requiring, we would receive a confirmation email, or text stating the account issue has been resolved. "You may now access your account"

When we called the NetSpend CS center the rep sent me a text message with a link to help me verify my id. I had submitted all the documents a dozen times within two weeks, before I received an email stating that all my documents had been received, verified, and approved, and that we were to contact NetSpend CS to get instructions on how to unlock our account.

So when I contacted NetSpend CS, I was informed that I still needed to submit my documentation So I forwarded the email that I received from netspend support, to NetSpend, stating that all my documentation had been approved , and no other documents were required, and I've called NetSpend CS rep at least four more times;each time I explained that we had received confirmation that all the required documentation had been received, verified and approved, but they just keep repeating that I need to resubmit my documents.

It's been nearly a month, since we've had access to our account My wife's SSA benefits is the only funds we have, and NetSpend states in their policies that they will not accept direct deposits for anyone who does not have a card for the account the direct deposit is made.

We are both disabled seniors, I have a terminal condition. We live in a rural area, which does not have public transportation. We have no vehicle, and we are now completely out of food. Are power is at risk of being shut off if we do not make our agreed monthly payment, as we will be two months behind this week.

I tried to pay our utility bill in Sept by purchasing two gift cards, not realizing they were both associated with NetSpend. I activated both cards successfully, and the available balance was confirmed online.

However, I have tried numerous times to pay the utility bill, and each time my payment is declined.
Please advise.

Desperately Frustrated

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