Consumer complaint received 2020-11-03
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/2020 I was charged a XXXX of {$500.00} that I did not authorized. When they used the account I was at work at XXXX shipyard. Notice the someone else was using it because i got a text on my phone for the transaction around XXXX XXXX. Called the ADP and tried to open a dispute right away and they told me that I have to call the next day because the dispute department was closed but that they will send me a new debit card and cancel the old one .Called them the next day and told them about the transaction and they told me that they could not open a dispute yet because the transaction was pending and told me to wait because it might not go through. Waited a couple of days and it went through so I called them and open the dispute. They told me I was gon na get some forms in the mail in 7 to 10 business days that I needed to fill out and to send it back to them. Waited the days forms never came just the debit card in the mail. Called them back to ask about the forms they told me they sent them and since I didn't get them they would send it again. Never got these forms that I needed to fill out kept calling them about them they just kept saying that they would send them again and it kept going on like this for 2 months. Called again told them what was the reasons for these forms and how will this effect the dispute that I have open, did not give me a proper answer just kept telling me that it is an update to the dispute would not tell what type of update, ask them if they could send it in email and they said no that I have to wait another 7 to 10 business days. Today which is XX/XX/2020 went to check the mail for the forms and I saw a letter from them ( ADP ) which i thought was the forms that I've been waiting for so long to send them. Opened the letter and it said that the dispute was finalized and that there was no error also says that I have the right to request and receive the supporting documentation that they used making the determination. I called them right away ask an update on the dispute told me I was gon na get a paper on the mail saying this. Told them I got them and if they could send me the document in how they came to this decision and they just kept telling me that it's the paper I have. Told them no that i want the proper document for the decision that they came to even read the part of the letter that says I have the right to those document but kept sending me in circles. Got fed up ask to talk to the supervisor said yes then said that they were unavailable told the person helping me out to give me his supervisor name and he said which one because they have 3. Told him all of them are unavailable he said yes and he only gave me the name to one said that they supposedly call me back. I don't know how these forms that they wanted me to fill out never came in the mail if they were able to send me a new debit card and the letter saying this dispute is finalized. They also told me maybe someone was grabbing my mail which is ridiculous to me.

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