Consumer complaint received 2023-09-25
Company: FISERV INC.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unexpected or other fees

Complaint:
Shortly before XX/XX/XXXX my mortgage was transferred to a new provider, XXXX XXXX. A Bill Payment was submitted to Fiserv to withdraw funds from my XXXX account and make the payment to XXXX XXXX no later than XX/XX/XXXX. Several other payments were scheduled for payment by their due dates including XXXX Credit Card on XX/XX/XXXX and XXXX XXXX XXXX XXXX on XX/XX/XXXX. On approximately XXXX I received noticed that my XXXX XXXX mortgage payment was past due. Checking my XXXX bank account I see that they payment was check was cashed on XX/XX/XXXX and recognized that a proof of payment was needed so that XXXX XXXX could post the payment to my account. On XXXX I called Fiserv to have a proof of payment sent. They transferred me to XXXX Bank at which time the XXXX representative verified the merchant and the amount and informed me they would take care of it. On approximately XX/XX/XXXX I received notification via phone from XXXX XXXX that they had received the proof of payment and on XX/XX/XXXX I confirmed that the payment had been applied. Unbeknownst and without notification to me XXXX had actually filed a dispute for the amount, ACH R11 return code, as well, and a reversal took effect and returned to my XXXX account on XX/XX/XXXX. On XX/XX/XXXX I received a notice from XXXX XXXX XXXX that my payment was past due. We checked my Fiserv XXXX XXXX XXXX account and noticed that the account was frozen because we were unable to withdraw funds from your payment account which I was informed was because of the R11 return. I called Fiserv and they were closed. I called XXXX and the person told me that they dont have the ability to submit a reversal and that I had requested the reversal. On XX/XX/XXXX I called Fiserv to attempt to unlock my account. They informed me that the function to submit proof of payment and file a dispute are on the same screens and that at the end of submitting the payment information, a human error was made and they had inadvertently clicked dispute causing the reversal process to start. I informed them that in not confirming their actions they had locked my account and caused other payments to be late as a result. To date, I have incurred over {$110.00} in late fees and interest charges and most likely took a hit on my credit score as well. She said she would need to consult with tier 3 on what could be done. When she returned, she said that since this was not their Bill Pay system that, in fact, the mistake they made was actually caused by Fiserv because Fiserv was supposed to handle the proof of payment and should not have transferred the call. She referred me to Fiserv to be reimbursed for the fees that I incurred. I asked to speak with her supervisor. Once transferred I was given the same information but the supervisor did say she would file a complaint and try to work with Fiserv on resolving. She said that their process is supposed to take several business days. I asked for the XXXX address to file a complaint and then proceeded to submit my complaint to the Consumer Financial Protection Bureau. I plan to also reach out to Fiserv but anticipate a similar response pointing me back to XXXX instead. I am looking to be made financially whole by the two responsible parties.

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 monetary relief