Consumer complaint received 2022-05-15
Company: FISERV INC.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX XXXX
	Bank Card stolen from my wallet while in police custody and used without my authorization
	Bank card used for several unauthorized transactions at businesses for purchases, as well as for ATM withdrawals from account, between evening of XXXX XXXX XXXX through afternoon of XXXX XXXX XXXX  
	Total of unauthorized transactions from account: XXXX  
XXXX XXXX XXXX
	Released from jail this afternoon
	Recovered wallet 
	Noticed upon return to my home that my bank card had been stolen from my wallet
	Logged onto XXXX XXXXXXXX app and noticed that my card had been used for multiple transactions and ATM withdrawals
	Contacted XXXX XXXX Card Holder Services to report card stolen and to report all fraudulent charges from account, as well as made them aware of the circumstances regarding my card being stolen and my having been arrested and having no access to my wallet, which had been left behind at the residence I was arrested at 
	Told by representative that card had been deactivated and reported to company as stolen, and that they would be sending a Customer Dispute Form to my home address for me to verify and acknowledge all unauthorized transactions to account
	Was told by representative that no police report was needed

XXXX XXXX XXXX
	New card mailed by company
	Customer dispute form mailed by company
	Letter sent out by company indicating that dispute case had already been denied by company
	Reasoning for denial of dispute case investigation listed as inconsistent/conflicting information
	Dispute Case Identification Number assigned to dispute case by company: XXXX XXXX XXXX XXXX
	Customer Dispute Form faxed to XXXX XXXX  
	Letter also faxed to XXXX XXXX with corrections of unauthorized transactions not included on Dispute Form, as well as correcting the last digits of stolen card number
	Faxed in a page from court documents showing date of arrest and date of release

XXXX XXXX XXXX  	Contacted XXXX XXXX Customer Service to check status of dispute case
	Told by customer service representative that paperwork had been received on XXXX XXXX XXXX and that dispute case was being investigated

XXXX XXXX XXXX
	Contacted XXXX XXXX to check status of dispute case
	Told by representative that the dispute had been denied on XXXX XXXX XXXX  	Told that dispute case investigation had not been reopened
	Told by representative that I needed to send in a Letter of Appeal to have them reconsider reopening dispute case investigation
	Letter Of Appeal sent to company via Email: XXXX XXXX XXXX XXXX
	Contacted XXXX XXXX  to check status of dispute
	Told by representative that dispute case had not been reopened and that dispute was being denied
	Told by representative that reopening of dispute case was being denied due to no new information or documentation being sent in to company 
	Asked representative what information or supporting documentation was needed or required to be sent in to company
	Was not told about or given a list of any specific information or documentation that was needed or required by company
	When asking about information or documentation needed by company, was strictly told repeatedly by representative that they had not received any new information or necessary supporting documentation for the dispute case

XXXX XXXX XXXX
	Obtained copy of personal Booking History Report from the XXXX XXXX  Sheriffs Office

XXXX XXXX XXXX
	Submitted and filed police report with XXXX  Police Department regarding stolen card XXXX XXXX XXXX  	Received copy of Summary Incident Report from XXXX  Police Department via email
	Police Report Number: XXXX
	Second Letter of Appeal written and sent via email to XXXX XXXX
	Copy of Police Report and Booking History Report sent via email to XXXX XXXX 
	Copy of all previously sent paperwork send to XXXX XXXX  via email

XXXX XXXX XXXX
	Contacted XXXX XXXX XXXXo check status of dispute case
	Told by representative that dispute case had been denied and had not been reopened
	Asked representative what was causing the denial of reopening dispute case
	Told by representative that they had not received and new information or any supporting documentation to support my claim
	Asked representative what new information or what supporting documentation I needed to send in to support my dispute case
	Told by representative strictly and repeatedly that they had not received any new information or supporting documentation from me to support my dispute claim, and I was not given any information or list of supporting documentation that the company needed

XXXX XXXX XXXX  	Contacted XXXX XXXX  to check status of dispute case
	Told by representative XXXX  that my Letter of Appeal had been received on XXXX XXXX XXXX, and that my Customer Dispute Form was being reviewed by the Dispute Department
	Asked representative if I could speak with someone in the dispute department directly
	Told by representative that they had no way of contacting the dispute department directly, and that there was no direct phone number to the dispute department that they could give to me or that they could transfer me to
	Representative offered to connect me to a supervisor that was able to be reached by connecting me directly
	Asked to be transferred to supervisor
	Representative transferred me to a recording stating that due to an emergency there was no one available to take my call or to speak with me, and call was then disconnected

XXXX XXXX XXXX
	Contacted XXXX XXXX  to check status of dispute case
	Told by representative that only update in information was regarding dispute case was that my Letter of Appeal had been received, and that my dispute case was waiting to be reviewed by the dispute department
	Told by representative that the decision to reopen my dispute case would be decided between 45-90 business days from the date that my last Letter of Appeal was received by XXXX XXXX XXXX XXXX XXXX
	Contacted XXXX XXXX to check status of dispute case
	Told by representative XXXX that my dispute case being reopened had been denied
	Asked representative about reasoning for denial
	Told by representative that my dispute case had been denied on XXXX XXXX XXXX, and had not been reconsidered for reopening of the dispute investigation
	Told by representative that my best course of action would be to send in a Letter of Appeal to the company, as well as any supporting documentation or information to support my claim
	Informed representative of all information and documentation that had already been sent in to company and dispute department, and asked for a list of supporting documentation that was needed or required by company to be sent in to support dispute claim
	Told by representative that they did not have a list of any supporting information or documentation that was required by company
	Ended call and called phone number listed on original letter of denial from XXXX XXXX, which included a direct extension line number
	Dispute Operations Department XXXX ext. XXXX
	Unable to dial extension and immediately redirected to XXXX XXXX Card Holder Services Customer Service Line after dialing phone number on original letter of denial of dispute claim

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