Consumer complaint received 2022-04-04
Company: FISERV INC.
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
This problem is regarding my third economic impact payment debit card, issued by XXXX XXXX, XXXX Money Network. 

In XX/XX/XXXX, I received a letter from the IRS stating that my third economic impact payment had been issued and disbursed to me in XXXX. I was aware that I was supposed to receive a debit card with the {$1400.00} deposited on it, but I never received it. I had been checking the IRS 's " where's my payment? '' resource regularly through XXXX, only finding that my payment had been issued, with no additional information. 

In following up with the IRS, I was directed to contact XXXX XXXX  at XXXX. The IRS stated that my economic impact payment was disbursed to XXXX XXXX  and that I needed to settle this issue with them. 

On XX/XX/XXXX, I called XXXX XXXX  at the number above, and in trying to report my card as never being received via their automated phone system, the line cut off twice. I instead was able to report my card as stolen via the automated system that day, and the message stated that a replacement card would be sent. 

Having received no communication from XXXX XXXX  by XX/XX/XXXX, I emailed XXXX XXXX  's customer service address, as listed on the IRS website. I received a reply that stated the my business was actually with Money Network, and instructions on how to navigate the automated system in order to speak to an agent. The email also contained information on whom to contact in case of problems with Money Network 's customer service- a corporate escalation hotline. 

On XX/XX/XXXX, after receiving the email, I called Money Network and was able to reach an agent. She informed me that the money in my account had been withdrawn in two transactions in XXXX. She told me that the money had been withdrawn from XXXX  XXXX XXXX, who I do not do business with. I informed her that these withdrawals were fraudulent. The agent stated that the next step would be to file a dispute. The agent told me that she would send me dispute paperwork to fill out, that a new debit card would be issued to me, and that as soon as they received the dispute paperwork, my payment would be reissued to me while Money Network conducted an investigation that would take 45-90 days. 

On XX/XX/XXXX, I received my dispute paperwork from Money Network. 

On XX/XX/XXXX, I received a letter, dated XX/XX/XXXX, that my dispute had been rejected by Money Network. 

This indicates that my dispute was rejected before I could even make a case with the company. I didn't think that could be right. I thought that this rejection letter might be related to my first phone call from XX/XX/XXXX, so I carried on with the dispute filing protocol. 

On XX/XX/XXXX, I received my replacement debit card from Money Network. 

I submitted my dispute paperwork to Money Network on XX/XX/XXXX, via fax, and XX/XX/XXXX, via email. 

I called again XX/XX/XXXX, to confirm that my documents had been received. They had. I was asked to call back in a week to check on the progress of my dispute. 

On XX/XX/XXXX, I called back and was informed that my case had indeed been rejected on XX/XX/XXXX, and that I would need to file an appeal. I called the corporate escalation number listed in the XXXX XXXX  email from XX/XX/XXXX. I heard back from Money Network the following day. I was asked to submit my appeal with all accompanying paperwork to an email address at Fiserv- This makes XXXX companies involved in my dispute process. 

On XX/XX/XXXX, I emailed and faxed my appeal to the Fiserv.com address. I filed a police report and sent that in, along with my statement and the dispute paperwork that had not been considered in the original rejection, as well as a print out of the transactions on my account that I am disputing. 

On XX/XX/XXXX, I called to confirm that my paperwork had been received. It had. I was told that the investigation would take 45-90 days and that I should call back in two weeks to follow up. 

On XX/XX/XXXX, I called to follow up and was told that my appeal had been rejected due to lack of new information. 

I was not given any further explanation or action steps. I called the corporate escalation hotline again on XX/XX/XXXX, and was told to expect a follow up call from Money Network within a few days. 

As of today, XX/XX/XXXX, I have received no communication from Money Network. I called the Corporate escalation hotline again today, and they told me to expect to hear from Money Network within a few days. 

For a private company handling public money I believe that XXXX XXXX, Money Network, and Fiserv should have done more to safeguard my interests and should be doing more to resolve this situation.

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