Consumer complaint received 2023-03-30
Company: FISERV INC.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I have a dispute regarding my California Middle-Class Tax Refund with Money Network for a debit card in the amount of {$250.00}. I received a non-chip debit card in the mail the afternoon of Friday, XXXX XXXX and activated the debit card through Money Networks telephone system that afternoon. The card was in my possession the entire time and I did not use it or share the card number or pin with anyone. I tried to use the card XX/XX/2023 at XXXX and it was declined. I called Money Network and was told the card was used at XXXX in XXXX XXXX on XX/XX/2023 for {$240.00} ( 400+ miles from my home ). I opened a dispute with Money Network that day, XX/XX/2023. I was told it would take 45 days to investigate and that I had to call back on XX/XX/2023 for an update. They also indicated if I received a replacement card not to activate it until the investigation was complete. I received a non-chip replacement debit card with written instructions that fraud had been identified on my prior card and to activate the replacement debit card as soon as possible. I called Money Network to clarify the discrepancy in the written instructions versus the verbal instructions regarding activating the replacement card. I expressed concern that the written instructions were not the same as the verbal instructions thereby wasting time by Money Network as well as parties receiving replacement cards. I again was told not to activate the card even though the written instructions stated to do so as soon as possible. On XX/XX/2023, 45 days since the dispute was initiated, I contacted Money Network by phone. Money Network told me they had " no '' updates regarding the dispute. I was told to call back weekly to see if an update had taken place. Money Network is now not available due to high call volume and their system hangs up on me. 

This company has no incentive to finalize disputes as they are supposedly responsible for replacing any fraudulently used debit cards. Further, the state contract was granted to Money Network because they indicated they would distribute debit cards with chips. I have received two cards, one of which is not eligible for activation yet, and neither one has a chip. I am filing a complaint with the Consumer Financial Protection Bureau in hopes of getting resolution on this matter and also contacting my federal representative. Based on on-line comments, Money Network has a terrible track record for resolving disputes. What incentive do they have for resolving fraud if they are self-regulating and the funds come out of their profits? Further, based on my situation, it appears the fraud is either an in-house employee or due to hacking of their telephone system. Please assist me in resolving this fraudulent dispute.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief