Consumer complaint received 2023-09-14
Company: FISERV INC.
State: CA
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
On XX/XX/XXXX I called to report that I had not received my California middle class tax refund, either by bank transfer or by card. My understanding was that it would be an automatic transfer since I had filed my XXXX taxes electronically. When neither transfer or card arrived by the end of the distribtution period I called the number listed on the CA XXXX XXXX XXXX web page to report that I had not received it : XXXX At that time I was told that a card had been mailed to me and that on XX/XX/XXXX a withdrawal on that card in the amount of {$590.00} was made at an ATM in a shopping center near me. 
I reported on the XXXX call that this card was never received by me, no withdrawal was made my me, and that I was certain it was stolen from my mail box and activated by the thief. Our mailbox is on a XXXX XXXX and does not lock. 
At the time of the first call a fraud claim was filed by the representative and I was instructed to call back in a few months to hear the decision. A new card was mailed to me which I was told not to use until the decision had been made. 
I phoned on XX/XX/XXXX and was told my claim was denied because a " pin had been used to activate the original card. '' I was told on that call that I could appeal that decision and was instructed to do it by email, which was sent on XX/XX/XXXX this email address : XXXX. I have a copy of that email. 
In the email, I reiterated what I had communicated by phone in the first report : " I am writing to appeal you decision in the dispute filed on my case # XXXX * I live in a rural area, where banks of mailboxes are lined up about a block away from our houses. My mail box does not lock ( since this has happened I have replaced it with a locking box ) * when the card arrived someone removed the piece of mail, followed the instructions for setting up a pin, and then withdrew most of the funds from the card {$590.00} in XXXX transaction * since I never received the piece of mail, I do not know what those instructions were. But I can say with confidence no separate mailing with pin instructions arrived, and a friend who received her confirmed that as well. So it seems to me that the thief stole the card, set up the pin, and withdrew the money. 

I am a single mother of XXXX so would very much like to receive this. 
I appreciation your taking the time to hear my appeal and look forward to your reply. 

You can reach me by email ( email omitted ) Thank you. '' The agent on the XX/XX/XXXX call had a new card mailed to me. But no additional funds have been added to it, and no reply to my appeal has ever been received. 

I would like to have the {$590.00} remaining funds sent to me as I was a victim of fraud due to : -not receiving an electronic deposit instead of a prepaid card -the company not having a secure system for distributing those funds to prevent fraud -the company not notifying people when cards that clearly stated " middle class tax refund '' as the return address were left in mailboxes - an easy target. 
-no communication from the company about my appeal. 

I appreciate any assistance you can provide.

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