Consumer complaint received 2021-08-12
Company: FISERV INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2021 I was getting off work Tried to use my debit card and card was declined so I freaked out and right away checked my account as I checked my account I noticed on my bank statement that there was a transaction for {$290.00} made out to XXXX market I had been at work the whole day I called money Network to find out about this unauthorized transaction they told me they would do an investigation three days later I called to find out about the investigation they told me that my investigation was closed because I have shopped at that store before I then it sent in a request to re-open my dispute the transaction was made at XXXX XXXX Pacific standard time the first time I called the lady told me that the transaction was made at XXXX XXXX Pacific standard time I then explained to them that that was impossible because the XXXX that the transaction was made at doesnt open until XXXX XXXX  and closes at XXXX XXXX they told me it was a purchase made in the store I went to XXXX took my bank statement I had a manager try to look up the transaction with my card number but the transaction it was nowhere to be found in their system he told me to try going back in 48 hours XXXX XXXX Pacific standard time the first time I called the lady told me that the transaction was made at XXXX XXXX Pacific standard time I then explained to them that that was impossible because the XXXX that the transaction was made at doesnt open until XXXX XXXX and closes at XXXX XXXX they told me it was a purchase made in the store I went to XXXX took my bank statement I had a manager try to look up the transaction but the transaction was nowhere to be found in their system he told me to try going back in XXXX hours I called the XXXX debit department which handles any transaction made by XXXX I called three days later they also could not find a single transaction with that debit card they gave me a case number I sent it to money Net work after my second dispute they declined my dispute again telling me that they will not do a further investigation I called and spoke to a supervisor named XXXX he told me they will not try to contact the merchant they did not a single investigation to try to find out if it was a fraudulent charge I basically begged them to please do a further investigation then I had a supervisor tell me that it was an ATM withdrawal I explain to him its impossible that it would be an ATM withdrawal since The ATM inside of that store is not a XXXX ATM and only dispenses XXXX bills and {$20.00} bills So there would be no way to pull out {$290.00} it is also impossible since the store doesnt open till XXXX XXXX and the transaction was made at XXXX XXXX Ive had different representative tell me different things they close my dispute without doing a single investigation I spoke to different supervisors and they simply told me they will not contact the merchant so basically they will do nothing and XXXX told me they can not help me because of the simple fact that my transaction is nowhere to be found in their system They told me to have my bank call them with the case number they gave me so they can explain to my bank that there is no record of that transaction but they refuse to call the merchant or do any further investigation iam a victim of a fraud and my card company will not help me and I find it very weird that they will not do a single investigation and that transaction is nowhere to be found through XXXX I was told by the XXXX debit department That any transaction made to XXXX even if it was online would automatically go to their department and they would have a record of it

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