Consumer complaint received 2023-09-21
Company: FISERV INC.
State: VA
Product: Prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/2023 there was a fraudulent charge in my account made for {$240.00} I noticed the charge the same day and contacted the money Network to let them know. They canceled and blocked my card immediately. Then they sent me a new card and told me that they would be looking into it and that I needed to give them 45 days to do so. They did not provide me with a provisional credit for that amount in the meantime nor did they ever try to do a chargeback to the merchant. So I contacted the merchant and the merchant try to issue a refund but it kept declining the refund. They have been trying to do a refund but money Network since XX/XX/2023 but money Network a division of Fiserv has been declining to accept the money that the merchant is trying to return. They said that they will be mailing me some papers to fill out that I needed to return I filled them out and faxed them over. I called several days later was told that the fax was received and someone was looking into it only to later be told that they never received my paperwork. My paperwork was faxed to them on XX/XX/2023. Since XX/XX/XXXX they have continually denied my claim. They keep insisting that the merchant is trying to charge me additional charges for the same amount and has done so or attempted to do so approximately the last 7 months sometimes over five times in a month but when I contact the merchant the merchant is telling me they are trying to issue the refund but the bank has put a block on the merchant so that they are unable to do so. They never contacted the merchant never gave me a provisional credit haven't closed this issue for me and refuse to resolve it and now they're telling me that I have to contact the merchant and have the merchant write me a letter with a signature on it that says that they want to return the money to me. This is not my job this is their job. I have appealed and they continue to deny my appeal saying that I need to provide them with a letter from the merchant that says that he wants to return my money despite the fact that the merchant has already attempted to issue me a refund over nine times but because they put some kind of block on the card that was used he is unable to do so. This has been ongoing since XX/XX/2023 and it is currently XX/XX/2023. Now I've been informed that they can't do a chargeback anymore because they can only do a chargeback for 120 days and this issue continues to go on. Nobody there seems to know what's going on nobody knows what their job is. They have never investigated they have never reached out to the merchant they literally have just continually deny my claim. I find myself calling them every single week asking them for an update and the only thing that they're telling me right now is unless the merchant writes me a letter that says that I deserve to have my money back that they're not going to do anything which is no different than what they've already done because they seriously haven't done anything. According to the law they were supposed to investigate the issue and provide me with a provisional credit for the amount that was fraudulently charged to my account. And I was supposed to be given access to the funds if they were to investigate it for 45 days. Which is the time limit I was given when I reported the charges. Or they were supposed to have this case closed within 10 days. Neither one of those things have been done. I have not received my credit and it's going on 7 or 8 months now that I'm fighting with this company trying to get my money back and they literally will do nothing. I don't know who else to contact this is seriously out of hand. I've never ever had to deal with a bank like this before where I was charged fraudulent charges. It's like they seriously want me to do their job for them I have to reach out to the merchant to ask them to return my money or give the bank ideas on how to get my money back. I know it may not seem like a big deal to them it's only {$240.00} for me right now that's a lot of money and I have kids to feed and I am frankly tired of waiting and someone needs to fix that. I have also attempted to file several complaints to their company but like I said no one has reached out to me no one has given me an explanation as to why they're denying my claim no one has told me anything all I've been told is that it is not their job to contact the merchant to ask him to do a refund apparently that's my job to provide them with proof that the merchant wants to return the money to me I don't understand it so I'm running to you hoping that maybe you can help me deal with this company because seriously I have no idea what to do anymore this is literally causing me unnecessary stress.

Company response to consumer: Closed with non-monetary relief