Consumer complaint received 2017-08-05
Company: First Data Corporation
State: AL
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
My child was hired on his very first job this summer and was issued a payroll card through his employer. He asked his employer if they did direct deposits to local banks and he was informed that this was how the company issued pay checks. The first & second pay period went smooth however he could only find one ATM that offered the no charge fee per Money Network which was outside of our surrounding area and the card was n't accepted at local retails or anywhere actually. My son did n't want to pay several fees to receive his pay because he 's a teenager with a part-time job therefore he called to inquire about the upgrade to a personalized Money Network prepaid XXXX card. The pamphlet included in his startup packet stated that this card would be of no cost to upgrade however that was a lie. The customer associate we spoke with instructed my son that there were several maintenance fees associated with this card and that he was not eligible for the card because he was under the age of XXXX. My son was never informed that his card would be placed on hold due to an upgrade inquiry but that 's exactly what happened. Only XXXX XXXX, 2017 when my son went to debit money ( {$340.00} ) from his Money Network card to purchase items for school his card was declined. After several ATM attempts at different locations we phoned Money Network to learn that they had placed a hold on my child 's funds and had also charged a fee to his card for maintenance for no apparent reason. Which at that moment I asked how to remove the hold and requested that they refund him the fees because they were n't entitled to any maintenance fees. We were informed that this is standard policy for them when you attempt to upgrade and all we had to do was fax or mail in proof of identify and the hold would be released within 2-3 business days. Today is XXXX XXXX, 2017 and a hold is still placed on my child 's funds. We faxed proof of his identity which included his current paycheck stub and a state issued ID which were two items Money Network letter stated could be used as identifiers. His employer has also made several attempts to have his money taken off of hold and so have we. I have spoke with Money Network a total of 8 times multiple days with no resolution. Customer associates statements are always different each time you call. I was told they received my son 's fax on XXXX XXXX, 2017 and it was still being reviewed by a department that they could n't check with who makes the decision to release the hold. Another time we were told that my son needed to send in his social security card, passport, or even a credit card. Now we 're being told that his information was never received but we 've already been told it was and why does my son have to send in additional documentation when he sent two items which identified him. I will not compromise my child 's social security card or anything I feel could be used for identity theft when it is n't necessary. His social security card nor passport or a credit card was used initially to get this payroll card. My son has always verified his social security number each time a customer service associate asked for his information so my belief is that they are operating a ponzi scheme and Money Network banking practice is fraudulent. They should be ashamed targeting teenagers and consumers in general who work hard for their money. I have filed a complaint with the FDIC, Alabama State Attorney General, and now with you. We hope that you can help us resolve this matter asap or our next step will be legal action against Money Network.

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