Consumer complaint received 2020-09-11
Company: FISERV INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
https://www.fiserv.com/ - Pursuant to my previous complaint number filed through the CFPB I would like Fiserv to be aware of the following...When Fiserv acted in good faith and released those phone calls to XXXX XXXX...XXXX XXXX refused to give me a voice and no one at XXXX XXXX ever thought to ask if my son and I are doing ok...It was Fiserv who saw fit to ask us if we are ok through the voice of Mr. XXXX XXXX of Fiserv...Fiserv to their credit did give me a voice and I thank Fiserv for this...I would like Fiserv to be aware that I was not advised that those phone calls were released to XXXX XXXX which then set me up to fail as follows...Unlike Fiserv who gave me a voice...XXXX XXXX did not give me a voice...No one at XXXX XXXX upper level management tried to hear my voice...XXXX XXXX at XXXX XXXX was the only one decent enough to reach out to me to let me know what was going on...I am relating this to Fiserv as part of my experience report which was a direct result of those phone calls being released to XXXX XXXX...With Fiserv I acted in good faith to de escalate a situation that had already escalated more than I could have ever imagined...I thank Fiserv for giving me a voice and for seeing fit to offer me compensation through the voice of XXXX XXXX whose text messages indicating reasonable compensation be taken care of in my regard...Since then a series of events occurred that served to escalate this situation further and to add more stress to my already burdened life...On XX/XX/XXXX I entered a XXXX XXXX Branch on XXXX XXXX to seek assistance with faxing my pay stubs to social security XXXX  to report my part time work earnings...I am submitting to Fiserv this detailed experience report on ways releasing phone calls can serve to further escalate an unpleasant situation and place unwary account holders in grave danger of serious harm...I know this was not Fiserv's intent that Fiserv was also acting in good faith...I appreciate and respect that...I would like my voice to be heard because voices like my voice are often systemically and categorically ignored...It is my hope that these complaints filed by one individual very small bank account holder will effect a much needed change in the way individual bank accounts are managed for potential fraud alerts and restrictions...This is my detailed experience report that could have placed me and my son in grave danger on XX/XX/XXXX...Had I said or done something untoward that day I could have faced more trouble and my small family could have been destroyed...Thank God I was already feeling very sorry and horrible and disgusted with myself for things I said under duress so much so that I simply retreated in shock shock horror and asked for the help of XXXX XXXX to ask someone at that XXXX XXXX Branch to help me to fax my pay stubs to the social security administration....This is my experience report with XXXX XXXX a direct result of those phone calls being released by Fiserv to XXXX XXXX an act that set me up for more potential grave harm at the XXXX XXXX XXXX XXXX Branch... At XXXX XXXX on XX/XX/XXXX I called XXXX   at the XXXX XXXX XXXX XXXX Branch and asked XXXX  to contact someone at the XXXX XXXX XXXX XXXX Branch...XXXX  did this for me she spoke to XXXX who then behaved as described in my experience report...Also attached is a copy of the Fax Confirmation sheet as evidence that my pay stubs were faxed to Social Security XXXX a report I make on a regular basis...I was told by XXXX  at XXXX XXXX that as long as this fax is related to money being deposited into XXXX XXXX that this is a service that is provided as courtesy to bank account holders like me...Attached is a screen shot of a voice mail I received later that day after XXXX from XXXX  requesting a call back about a letter I will be receiving from XXXX XXXX asking that I close out my bank account... Pursuant to my experience report I ask that you read my detailed report on threatening body language that was used in my presence at a XXXX XXXX Branch.located at XXXX XXXX XXXX XXXX in XXXX  Texas...I am providing both Fiserv and XXXX XXXX lots of feedback in my good faith effort to show you ways errors made by the banking industry can affect bank account holders...As a bank account holder with XXXX XXXX I feel that hostility can often be promoted and encouraged between bank account holders and banks...This was evidenced by the hostile body language used by women at XXXX XXXX the day I entered their large branch seeking help to fax my pay check stubs...I have been to XXXX  countries I can speak XXXX than XXXX   XXXX  though only fluent in English I can get by in other XXXX...I am excellent at reading body language and I have a basic knowledge of knowing what to do and what not to do particularly when traveling in XXXX  countries...I have been to XXXX  and as a XXXX  woman in a XXXX  nation there are certain do's and certain do not's...For example no matter how aggressive a XXXX  male is towards a XXXX  woman it is vital that the XXXX   woman never make direct eye contact with an aggressive XXXX  male...For to make Direct Eye contact is a show of force and disrespect a force and disrespect that could render you XXXX  in seconds...I experienced a situation with a young very aggressive XXXX  I encountered in XXXX  and by the grace of God I managed to stay safe and alive by avoiding eye contact and demonstrating my basic grasp of XXXX...First I want to focus on my experience at XXXX XXXX the larger Branch on XXXX XXXX...Body language is often studied by folks who work in the Banking Industry because these days it is vital to be able to read body language because by being able to do this it can save your life...This is the series of events in detail that happened at XXXX XXXX...While waiting outside of the bank for the Lobby to open...I was approached by a male customer in a truck I politely told him that the Lobby opens at XXXX XXXX and I also told him that drive through is open earlier if he wished to avail of drive through...Throughout the moments I am describing I was on a very long hold with a Federal Government Phone Call I needed to make which requires long hold times...As a result I was not very approachable as I was waiting on hold...A female employee of XXXX XXXX came up and gave me a warm smile and greeting which I appreciated and I also replied in kind just not as friendly as I normally would be because I was waiting on hold...I did not mean to be unfriendly I was simply distracted by the long wait time and hold music I was listening to...Shortly after this lady entered and she was very pleasant which I appreciate she told me that the lobby opens at XXXX XXXX to which I replied I know and thank you for telling me...Then a man who may be in management in banking wearing a very nice suit and a sharp matching face mask that complemented his suit --- I noticed that he has good taste in dress...He approached me as he also works at the Bank and again I pointed to my earbuds indicating that I was on hold...Now because I was on hold that man should have noticed this is what I was saying I also verbalized that I was on hold...He took the time to tell me about the drive through option which I thanked him for...I said that I am in need of more in depth help and he also said that the lobby opens at XXXX XXXX...Something I was already well aware of...I thanked him though and proceeded to focus on my hold time...I tell you this because this kind of behavior can seem very rude particularly when someone is on hold as I was...I already knew the lobby opened at XXXX XXXX so the conversation with that male employee did not need to happen... A polite wave and nod and good morning would have been enough...During my hold time I had an important incoming phone call I needed to field so at that point I had to hang up with the Federal Government to take this other call...A male was waiting in his vehicle for the lobby to open not bothering a soul and I was simply standing outside also waiting for the lobby to open...I tell you this because most people are decent and are just going about their business...Such as the male who waited in his vehicle who never once bothered me...I find folks are for the most part decent polite and considerate...I try to be the same...However, once the lobby opened and I entered XXXX XXXX the atmosphere had changed...No one approached me to offer me any kind of help whatsoever and the friendly greetings I received by the two friendly employees on their way in to work seemed to have evaporated into thin air in terms of the warm atmosphere...The atmosphere I encountered was a very tense atmosphere...At that moment I was not aware that Fiserv had released my phone calls to XXXX XXXX and that XXXX XXXX would later ask me to close out my bank account...I was like a lamb led to the slaughter I had no idea what was going on...When I approached the counter the women at the counter showed me by their body language that I was not welcome at XXXX XXXX...They turned their heads away from me and when I questioned them about speaking to a manager I was told there was no manager willing to speak to me...Though I witnessed a sharp dressed man enter the bank...I was told there was no manager in that day...Their body language did not match their speech so that when I was told there was no manager in that day I interpreted that as you are not Welcome here and no we will not let you speak to a manager...From the body language I received...I then asked the lady at the counter would she get someone who works at the bank to help me to fax my pay stubs to the social security administration...The woman I spoke turned her nose up at me and turned her head away from me in disgust as if I was a vile creature and asked the other woman behind the counter who stated that we do not help with that...I quickly realized that the atmosphere was now very tense and had I not already learned my valuable lesson about not allowing my emotional intensity to kick in so as to elevate me to an elevated emotional state whereby I could say things I sorely regret...I simply walked away from the counter to show by my body language that I was in retreat...That I was now retreating from this...It was when I was backing away that I phoned XXXX XXXX who then proceeded to call that bank...I told XXXX that I was walking away from the front desk and that I would wait in the lobby area on one of the large seats available to bank account holders and customers...XXXX  did call the bank and spoke to XXXX  and XXXX  told me that XXXX  agreed to help me and that XXXX  was now looking for me in the lobby...I want XXXX  and XXXX XXXX and all parties involved to know this...That when I entered XXXX XXXX XXXX was seated at her desk which was directly in front of me so that there was no way that XXXX  could miss my presence...I was very easy to find...XXXX  and other staff members never bothered to approach me to greet me or to welcome me as would normally happen...When XXXX   told me that XXXX  was looking for me I got up and proceeded to walk towards XXXX desk...XXXX  was now approaching me and when she saw me she looked away and acted stupid like she did not know what she was doing or who she was looking for...I had to speak which was awkward for me but I spoke and I asked are you XXXX? She responded in a sheepish manner as if she did not want me to find her...Yes I am XXXX...I thanked XXXX XXXX very much on the phone and hung up...XXXX  used sweeping gestures with her arms and motioned for me to sit down at her desk...I will describe XXXX  body language in detail...Both of us were wearing our masks per XXXX   guidelines...Before motioning in that sweeping gesture I described for me to sit at her desk...XXXX  proceeded to pull out a pair of black plastic gloves the kind of gloves you would use to take out the trash...These black gloves reminded me of black garbage bags....XXXX  proceeded to in a very theatrical manner to don those black plastic gloves and then with that sweeping gesture of her arms proceeded to motion for me to sit at her desk...XXXX  then proceeded to type on her computer with those black gloves on which seemed very odd to me...When I told XXXX  that I need help faxing my pay stubs to the social security administration XXXX  said we do not help people like you we send people like you across the street...I was taken aback by this because XXXX  had reassured me that I could go to any branch and get help with my pay stubs...I then called XXXX  back and described to XXXX  what my experience at XXXX XXXX was like that XXXX  was being awful and acting very strange as were the staff I encountered behind the counter at the bank...XXXX  was very apologetic about this and it was only after XXXX  witnessed me speaking to XXXX  describing XXXX  bizarre awful behavior and body language did XXXX   who is overweight and looks like she belongs in a library very much like a librarian type...XXXX  gets up and sighs and says she will fax my pay stubs...I asked XXXX   for a cover sheet sheet which XXXX  then provided to me...I told XXXX  that the way I am being treated is inhumane but that I have learned to keep my emotions out of it since this is never personal...I asked XXXX  to make a copy of my pay stubs for faxing purposes as faxing them would be easier that way...XXXX  sent the fax and when XXXX  returned I asked XXXX  would she please provide me with my confirmation sheet that the fax went through...XXXX  body language was terrible...XXXX  sighed and said confirmation sheet's take a while...I could tell by XXXX  body language that she loathed my presence and simply did not want the bother of helping me that day...I replied XXXX  l I know these confirmation sheets take time I will wait for my confirmation sheet...I then told XXXX  in whose presence I did not feel comfortable at all...That I would wait over there and I pointed to a seat further away from XXXX...XXXX  glared at me and in an angry hissing voice said oh! you can wait there alright...XXXX  then proceeded to pull out a disinfectant spray and in theatrical fashion XXXX  proceeded to spray the chair I was sitting on and wipe it down...I tell you this because XXXX  has likely studied human behavior science and has likely participated in theater in her life...I would not be surprised if XXXX  worked at a library at one time...XXXX  is very calculating and very detailed...XXXX  then proceeded to work without the black gloves this time because I was no longer in her immediate presence...It is vital I tell you this in detail...The black gloves sent me a threatening message that I am trash and that I will be discarded like trash and or potentially harmed...I felt under threat by those black gloves and the way that XXXX  and the staff behaved...I felt terrified by this I was terrified and that is a form of terror that goes on in the banking industry...While waiting for my confirmation receipt XXXX  completely ignored me it was as if I no longer existed...An employee walked past me and I politely asked her if she would be so kind as to check for a confirmation receipt for Ms. XXXX XXXX...She obliged and obtained that for me...XXXX  was ignoring me the whole time...XXXX  then approached me once I had obtained the confirmation receipt...XXXX  refused to afford me the proper social distancing that we all need to be doing these days and XXXX  got in my face and proceeded to thumb through my pay stubs without the black gloves this time with her bare hands to show me the copies she had made were there...XXXX  by her body language over stepped her boundaries with me...XXXX  then proceeded to in a very glowering and threatening manner to state that she would walk me to the door because as XXXX  stated..."I do not want you walking around the building"...I replied there was no reason for me to do such a thing...At no point did I ever threaten a soul that day...XXXX  proceeded to speak to me in a very threatening manner which would be described as covert threatening speech and covert threatening body language...XXXX  then stated that she had loved ones die from the XXXX to which my response was that I am sorry for your losses...When XXXX  walked me to the door she stood too close to my body and was breathing down my neck...XXXX  was not concerned that she was putting me out into the pouring rain...XXXX  seemed to enjoy doing this to me and XXXX  said "there's the door go on out into the pouring rain"...I tell you this was my experience that day at XXXX XXXX...XXXX  who lost loved ones to XXXX used threatening body language and soft hissing speech by violating the social distancing boundaries you will see XXXX  actions on your CCTV cameras at that branch...XXXX  sent me the nonverbal message that she hopes that I get the Covd-19 virus and die...I tell you this is how I felt that day...That XXXX  had zero concern for my well being and that XXXX  told me she knows of loved ones who died from the XXXX and as such XXXX  then breathes down my neck stands to close to my person thus ignoring the XXXX social distancing guidelines which puts XXXX  in direct violation of XXXX guidelines which appears to have been done on purpose with intent to terrorize me...Intent to terrorize me can be established by XXXX  use of black gloves and XXXX  subsequent failure to use the same black gloves when thumbing through my pay stubs and the copies and by standing too close to my person when walking me out the door and by stating that she has loved ones who died from XXXX...That was perceived by me as an act of terror that XXXX  was hoping that I would get XXXX and drop dead...Though XXXX never said this XXXX  behaved in a manner that suggests this...The staff at XXXX XXXX   were most certainly very hostile towards me by their body language...I ask that Fiserv review this experience report and that XXXX XXXX also review this detailed experience report...I apologize for any typographical errors you may find...I can establish that due to errors made on my bank card via excessive fraud alerts that triggered excessive restrictions on my bank card that triggered a bank account holder's bank card rendered useless not fit for purpose that then resulted in the series of unfortunate events that took place...That has reduced me to tears many times and filled me with terror and added to the stress I am already experiencing...I ask that you take my details into account...I can tell you also that a woman who works at XXXX XXXX   at the XXXX XXXX XXXX Branch not sure if her name is XXXX  or not...She helped me to fax my pay stubs also in the past but was reluctant to do so and was extremely rude about doing it...That woman proceeded to explain unnecessary policies and procedures to me...I told her that her speech was not needed that this is a basic service provided to account holders...She did refuse to help me with another small request as that request was not related to the bank which I accepted and respected...I tell you this because many today not just myself feel that the banking industry is very hostile towards bank account holders and bank card users...That the banking industry would chew little people like me up and spit us out with no conscience care or concern...XXXX  is in direct violation of XXXX   guidelines which is very serious...XXXX   or whomever it was that gave me excessive details about policies and procedures should be trained in manners...Many today could use some basic training in manners and common decency which is lost on the banking industry these days...It is my sincere hope that you will find this detailed report helpful and that you will speak to XXXX   about this and to XXXX  or whomever it was that helped me in the past at the XXXX   Branch about ways reciting policies and procedures can be an abuse if not necessary and extremely rude when dealing with bank account holders. Respectfully Submitted by Ms. XXXX XXXX XXXX

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