Consumer complaint received 2023-03-20
Company: FISERV INC.
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
XX/XX/23 I used my credit union to make a bill pay to XXXX XXXX XXXX XXXX XXXX XXXX ) then I called my credit union to do a stop payment. I agreed to a {$10.00} fee and filled out electronic paperwork and sent it back to the credit union. My account shows the withdrawal of {$840.00}, the {$10.00} stop payment fee, and a deposit of {$840.00}. 
XXXX week later I get a letter in the usps mail from fiserv stating I owe them {$840.00} and my bill pay account has been suspended as of XX/XX/XXXX. 
XX/XX/23 at XXXX XXXX. I contact XXXX they confirm that they received the payment of {$840.00} on XX/XX/23 and then returned the payment on XX/XX/23. I have a screenshot sent to me showing this information. 
XX/XX/23 at XXXX XXXX I contact my credit union to inquire about the bill pay suspension. I explain to them that I got a letter from fiserv and also contacted XXXX  who proved that the money was sent back. The employee looked into it and informed me that she figured they had enough information to correct the situation and someone would get back to me. No one ever did. 
XX/XX/23 at XXXX XXXX fiserv contacts me regarding payment for the {$840.00}. I explained to the employee what I have found out. I state I can not understand how I could owe them money if the money was sent and then returned, why would they be owed anything? I also asked them to prove that money was owed and I have yet to see anything other than the original letter I got from them. I give the check number off the screenshot from XXXX.I also explain my bank account shows payment made, and returned. An investigation is launched and a case number is given to me. XXXX is who I spoke with and she tells me to call back the following Wednesday ( XX/XX/23 ). 
XX/XX/23 Since I have not heard from my credit union I call them to find out what is going on with the bill pay service. All she can tell me is that it is up to fiserv and to call them. She tells me to press 5 at the prompt once she transfers me to fiserv. I do and it is an invaled request. I hang up. what a mess. I have a life other than this. 
XX/XX/23 at XXXX XXXX. fiserv calles me to again request payment due. I refuse. I told " XXXX '' that an investigation is already underway and I am to contact fiserv on Wednesday. She responds to make the payment or it goes to collections. I ask How can you send it to collections if it's an ongoing investigation? And you are 2 days ahead of when I was told I can call back??? she repeats to pay the {$840.00} or it goes to collections. I can't even tell her about the case number because she won't listen to anything I am saying. She says she will let her manager know I won't make payment and hangs up. 
Also during one of the phone conversations I had with fiserv I told them I was disputing this case. The employee sounded confused so I read her the part of the letter that stated I could dispute it. Her response was contact XXXX.??? I feel the employees don't know how to do anything but collect money. This company certainly doesn't try to do anything but get a debt they think they are owed.

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