Consumer complaint received 2018-05-30
Company: Fidelity National Information Services, Inc. (FNIS)
State: AZ
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX I received cash assistance. I went to the atm at XXXXXXXX XXXX in XXXX XXXX Az. I pulled up to the atm and tried to withdraw {$800.00} from the atm which was the max limit according to the instructions on the atm. I put in the my pin and it said please take your cash. I could hear the atm making noises like it was going to give it to me but it never did and the screen want back to the main screen. The atm didnt give me the {$800.00} cash and it didnt give me a receipt so I then put my card in and tried it again for {$800.00} and it then said insufficient funds. I thought how could that be it didnt give it to me? I called to check the balance and it wasnt available on my card anymore. I then called the number on the atm which was the customer service XXXX for XXXX. I was told that because Im not a member of XXXX they cant look up or track my card and that I would just have to file a claim with the card issuer. I then called the XXXX number for the ebt card I was told that I could file a dispute for the transaction but I would have to wait till Monday because that department was closed on the weekends. The woman I spoke with said that she made notes of our conversation. I then went to a different bank and was able to withdraw the remaining balance on my card. So then I knew it was a atm error. On XX/XX/2018 which was the following Monday I called the XXXXXXXX XXXX  numerous times that morning couldnt get thru I then called a different XXXX  location here in town I explained what happened he also said cant track the card but most likely the transaction would fall off by itself because it a atm error. I continued to call the XXXX  atm location. Still no answer. I then called Ebt customer service number and they transferred me to a department that filed a claim. I filed a dispute claim for the atm transaction in the amount of {$800.00}. I was told that it would take 25 days for me to know if the claim was approved or denied or for any information. I explained to them Im desperate for this money i need for bills and a truck payment. I was told they couldnt rush it and I would have to wait 25 days. So I then called XXXX  again I asked to speak with a manager and explained what had happened. She then also said because your not a member of XXXX  we cant track your card number and that she couldnt give me that cash because they dont monitor the atms and its not like she can open the atm and count the money and give me the cash. She said we needed to file a claim the card. I begged this women and cried pleaded with her to give me the money I explained to her that I was desperate for this money cause I needed to pay bills I was going to lose truck if I didnt get the money. I even asked if I open a account could they give me a advance or something because I said the money is still in your atm it never came out. She said Im sorry we cant do that. I told her that I did file a claim with card but I need the money now. She was no help. I continued to call the customer service XXXX  number they all kept telling me the same thing. I also kept calling the ebt card asked to speak with managers I was told same thing I head to wait 25 days because filing a claim means someone will investigate it and it just a process. They also that its the state that will put the money on the card. They told me were just card we dont deposit or have any access to the money were just the card its the state that deposits the money. I assumed filing this claim would ultimately get my {$800.00} back but I have yet to receive it. I continued to call ebt card about once a week to check status and was eventually told that my claim was approved onXX/XX/XXXX but I would still have to wait 25 days. XX/XX/XXXX was the XXXX day for the claim but still no money. I called ebt card again spoke to a manager she told me I should be deposited soon if I dont get it by XX/XX/XXXX I should call my local state office. I called the HEA State office was told they told me we deposit money. Call DES STATE office I was then told by a manager that we already put money on the card why would we put more money on it. I told her that the atm didnt give it to me. She said on there end the transaction when through so I should be dealing with bank to get the {$800.00} back. XXXXXXXX XXXX isnt helping me the ebt card isnt helping me. I didnt receive the money.

Company response to consumer: Closed with explanation