Consumer complaint received 2023-08-25
Company: FISERV INC.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2023 I sent two payments, via Bill Pay ( Fiserv ), from XXXX XXXX XXXX XXXX ( XXXX  ) to a XXXX XXXX XXXX. One for {$1800.00} and one for {$420.00}. I can see in my XXXX account summary that both payments left my account. XXXX claimed that there were insufficient funds. I can see in my XXXX account summary that both payments were received and reversed. Then the money disappeared. I am missing {$2200.00}. I have called both entities seventeen times almost weekly since XXXX and neither of them will claim responsibility or give me the money thats missing. In addition to the numerous phone calls I have uploaded documents and thorough notes proving my case and had a three-way phone call with both entities to no avail. This is causing extreme stress and each time I call I have to start the story over again and end up with the same result. My XXXX  checking account # is XXXX My XXXX auto loan account # is XXXX. On XX/XX/2023 I submitted a CFPB complaint against XXXX ( Complaint ID XXXX ) to seek resolution and they, again, claimed that it's not their responsibility on XX/XX/2023. On XX/XX/2023 I submitted a CFPB complaint against XXXX ( Complaint ID XXXX ) to seek resolution and they, again, claimed that it's not their responsibility on XX/XX/2023. 

XXXX Complaint Response : The following references the complaint we received on XXXX XX/XX/2023 from the Consumer Financial Protection Bureau on behalf of XXXX XXXX member XXXX XXXX XXXX. The complaint was assigned a case number of XXXX. We have researched our members concerns. Our records show that on XXXX XX/XX/2023, Automated Clearing House ( ACH ) debits of {$420.00} and {$1800.00} posted to XXXX XXXX XXXX XXXX XXXX XXXX  checking account ending in XXXX for payments he scheduled through our Bill Pay service to his XXXX loan account ending in XXXX. We have confirmed that the payments were successful, and the funds were not returned to XXXX XXXX. If XXXX XXXX XXXX XXXX provides us with the date, amount, and trace number of the return from XXXX, we will be happy to further research this matter. Should XXXX XXXX XXXX XXXX have further questions, he may contact XXXX XXXX, Supervisor, Resolution, by calling XXXX, between the hours of XXXX XXXX and XXXX XXXXXXXX XXXX XXXX, weekdays. 

XXXX Complaint Response : We are responding to the concerns about the XXXX XXXX XXXX XXXX ( XXXX ) you outlined in your correspondence to the Consumer Financial Protection Bureau regarding two payments to your auto loan. Our records show that on XX/XX/2023, payments of {$420.00} and {$1800.00} were made to your auto loan ending in XXXX. The payments paid the loan balance in full ; however, on XX/XX/2023, the payment amounts were reversed from your loan as funds were not received from XXXX XXXX XXXX XXXX ( XXXX ) for either payment. The payments were rejected due to nonsufficient funds ( NSF ). The loan was then reopened and payment was due. On XX/XX/2023, XXXX XXXX received documents from XXXX containing trace numbers for the payments. Research was initiated for the payments based on what XXXX provided. On XX/XX/2023, research concluded that funds were not received due to NSF, which is why they were reversed from your auto loan. Two subsequent investigations were initiated and closed with the same findings that the funds from the payments were not received from XXXX. On XX/XX/2023, you were advised of the results of the investigations and that XXXX would need to explain to you why they did not honor the payments. On XX/XX/2023, XXXX XXXX spoke with you and a representative from XXXX regarding the returned payments. XXXX explained they opened a claim with Fiserv to research the two payments. On the same day, XXXX XXXX received a document from XXXX and another research request was initiated based on the information provided. On XX/XX/2023, the research was completed and confirmed that XXXX XXXX did not receive the funds due to NSF in the funding account. XXXX would need to work with you directly about this matter. On XX/XX/2023, a payment in the amount of {$380.00} posted to your auto loan, which paid the loan in full. A letter was sent to you confirming this information. XXXX XXXXXXXX, we have completed multiple reviews of your auto loan and confirmed XXXX XXXX did not receive funds from XXXX for the two payments you attempted on XX/XX/2023. We suggest you continue working with XXXX if there are funds missing from your account with them. XXXX XXXX has no further recourse to investigate or retrieve the funds. Thank you for the opportunity to review this matter and respond to you. Should you have any questions, our XXXX XXXX XXXXXXXX staff remains available to assist you.

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