Consumer complaint received 2020-11-17
Company: FISERV INC.
State: KY
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
Thursday XXXX XXXX That morning I checked the status for my payroll check of {$440.00} and come to find out theirs only XXXX cents. 
First, I called Money Network customer service ; I was told my paycheck was never deposited in my account. 
Second, I called and talked to XXXX XXXX XXXX manager XXXX XXXX she said on their end my paycheck was deposited to my payroll account. Then she called Money Network on my behalf to find out what was going on. I called her back and she told me to call back Money Network. 
I call back Money Network customer service and I gave all my information The customer service worker begins to apologize to me voicing my account has been compromised. Because, 94 transactions used by XXXX XXXX XXXX XXXX of {$1.00}, {$2.00} and {$5.00}. I was asked did you make these transactions? I said, No, who in their right mind would make 94 transactions for those small amounts. I was asked does anyone have my debit card? I said, absolutely not,. This same day, I was issued a new Payroll debit card that will be mailed to me by XXXX and told I will get it in 3 days free of charge and the customer service worker also said to me, I am filing a dispute letter for you, we are mailing you the dispute forms please fill out ASAP so we are able to do a complete investigation and you will be able to get your {$440.00} back. 
Second, on XX/XX/2020 I did receive my new PayRoll Debit Card, but No dispute claim letter forms was with it. So this same day, I called Money Network customer service again to find out why wasnt the dispute claim letter forms was nit XXXX  to me with my Payroll debit card. 
I was told by Money network customer service representative, Im sorry for the XXXX the reason the dispute letter forms was not XXXX  at the same time with your new card is because it comes from a different department. Please be Patient Third, XX/XX/2020 I called once again to Money Network customer service to find out where was the dispute letter form it has not been mailed to me. I was told by the representative named XXXX said im sorry Miss XXXX your dispute was denied. I said, how is that possible if Im still waiting for the dispute letter forms to be mailed to me. I asked to speak to the manager. I explain the problem, the manager refilled a second dispute for me .The manager said to me, as soon as I get it to fill it out and set it ASAP to us. 
Moreover, this same day I checked the mail before I headed to work long and behold I was mailed and received 2 letters at the same time from Money Network. 
One letter was a larger white envelope Stamped XX/XX/2020 US Postage in it was the dispute claim letter forms I just called about not receiving. 
Second Envelope from the Dispute Operations Department Money Network. A First Data Company. Informing me that my dispute claim was investigated and denied issued and filed XX/XX/2020. I immediately called Attn : XXXX Phone : XXXX ext. XXXX I explained the whole issue to XXXX, I asked him dont you agree someone on their end made a hug mistake by mailing out 5 days late the dispute claims forms I was needing to resolve to get my money back? He said, No. And I also voiced, Help me understand how did my dispute claim get denied and filed one day after the first dispute claim was filed on XX/XX/2020. How did that time frame give your company long enough time to properly investigate in how and why was my account compromised, hacked and my PayRoll check was so easily stolen out of my account? 
XXXX said, Miss XXXX I can see a second dispute claim was filed today. It will be mailed to you five business days ; please quickly fill out the forms fax or email back to us ASAP Please do not fill out or send us the first dispute claim forms. I asked why, I have them right here this can be done today. XXXX gave no answer by repeating what just Previously told me. Then I asked XXXX where on the forms do I check off on. 
XXXX said, check off on the box that says, MERCHANDISE NOT RECEIVED I did what he said. 
But, I did not order anything ; my account was hacked. This dispute claim forms has nothing to check off for, Compromise accounts that got hacked and money stolen out of it. 
Monday XX/XX/2020 I still have not received the second Dispute Claim forms. Today, I will attempt to email The first dispute claim forms I already In Hope this will help my case. 
Also, on Tuesday XX/XX/2020 Im going to Fax the first dispute claim forms to through The XXXX XXXX the company I Previously worked for. In hopes in good faith this issue will be resolved and my paycheck will be restored back to my account Sincerely XXXX XXXX Please Call the XXXX store XXXX XXXX Due to, COVID-19 i truly understand most companies work force is thin. Lots of work to be done but short handed to get the work done on time.

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 explanation