Consumer complaint received 2023-05-10
Company: FISERV INC.
State: OR
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
MoneyNetwork, has refused to let me access my account where I had a savings of {$21000.00}. 
From XX/XX/XXXX, to approximately XX/XX/XXXX, I was paid through direct deposit from Money Network. I worked at a XXXX XXXX located at XXXX XXXX XXXX. XXXX XXXX, CA XXXX and the company was owned by XXXX XXXX XXXX. XXXX  XXXX XXXX. My employer used XXXX and MoneyNetwork to pay my wages. The last paycheck that I have is dated XX/XX/XXXX, in the amount of {$500.00}. I kept my money in the account with MoneyNetwork. 
MoneyNetwork provided me a card that was valid until XX/XX/XXXX. Through out my time with Money Network, I called the customer service line XXXX from time to time to check my balance. 
In approximately XXXX or XX/XX/XXXX, I used my personal cell phone to call MoneyNetworks customer service line. During that time, I used my card and PIN to verify my account. I spoke with a representative to inform them I had a change of address because my card was going to expire in XX/XX/XXXX. The representative told me to call in XX/XX/XXXX because my card was going to expire in XX/XX/XXXX and she told me I could not change my address until 6 months before the expiration date. 
Between XXXX to XX/XX/XXXX, I called MoneyNetwork twice to verify my account balance {$21000.00}. The balance remained the same. 
On XX/XX/XXXX, I spoke with a MoneyNetworks customer service representative to change my address XXXX  to XXXX. The customer service representative told me that because I had not used the card in a long time the account was frozen on XX/XX/XXXX. He told me that the account was sent to XXXX XXXX XXXX XXXX XXXX XXXX. I was never informed that the funds were going to be transferred and I was given no warning that my account was going to be frozen. 
On XX/XX/XXXX, I searched the XXXX XXXX XXXX XXXX XXXX XXXX, but I could not find the balance MoneyNetwork claimed was there. 
On XX/XX/XXXX, I called MoneyNetworks customer service line again to inquire about my money. This time I spoke with a representative named XXXX and she told me that the funds of {$21000.00} were sent to the unclaimed property of the State of California on XX/XX/XXXX. 
On XX/XX/XXXX, I called again to inquire about my funds but this time I spoke with an agent who declined to help me because he requested verification from me. I provided the same phone number I had given to MoneyNetwork the past 5 times, but he declined to help me saying he could not verify my identity. 
On XX/XX/XXXX, I contacted the Unclaimed Property Division of the Office of the State Controller of California. The State of California has no records of my unclaimed property. I have provided a copy documenting their search and their response that they were unable to find this unclaimed property. 
I need help accessing my money from MoneyNetwork.

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