Consumer complaint received 2022-08-09
Company: FISERV INC.
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
XXXX Re : XXXX XXXX XXXX Money Network My name is XXXX XXXX XXXX, also known as XXXX XXXX, XXXX XXXX. XXXX XXXX XXXX and I am filing this complaint against Money Network also known as XXXX Bank. 

I am XXXX years old. 

I have never been arrested. 

I do receive social security ( {$2000.00} ) every month and I also work because I have to in order to cover my overhead and expenses. 

In XXXX of XXXX a stimulus check of {$1400.00} was sent out to XXXX XXXX XXXX and I never received mine. 

I reported the missing check to the IRS in XXXX and they put a trace on it but no information was ever given to me. No communication about the missing check from the IRS. 

My daughter was also sent a {$600.00} stimulus check in the form of a debit card in XXXX of XXXX, which she never received and had no knowledge that it was sent. 

We both live at the same address XXXX XXXX XXXX, XXXX XXXX CA. XXXX. 

XX/XX/XXXX my daughter and I spoke to an IRS agent by the name of Mullillins # XXXX who told us both that we had to call XXXX Bank XXXX Money Network about debit cards that were sent to us and that the IRS could not help us. 

Since Im not great with technology and VERY hard of hearing, I left it to my daughter to call XXXX Bank / Money Network. 

It took her a couple of months to figure out how to get through to speak to an actual person. She had to contact their support on their website and they sent her instructions. 

Actual Instructions : IF YOU DONT HAVE CARD call XXXX XXXX XXXX to speak to a live rep : choose a language, option 2 for lost or stolen, option 1 for card received ( even if you did not receive a card ), last 6 of your social, zip code, option 1 for does not require a replacement ( do not select option 2 as that will generate a card to an old address ) then it will say please hold the line for next available agent. 

Before my daughter received an email with these instructions from their support, she would call the number click on customer service and then a recording would come on thanking her for calling money network and disconnect the call. 

At any rate, we finally got through in XX/XX/XXXX and my daughter and I both learned from money network customer rep. that my daughters card was taken to a Bank XXXX XXXX in XXXX XXXX XXXX to their ATM and the entire {$600.00} was taken off the card. 

My card was also stolen but the thief used the card to go to XXXX XXXX XXXX XXXX, pay on a storage unit, bought gas at XXXX, another restaurant, I think it was XXXX XXXX and XXXX, and I think that was all of the transactions. 
Then they took the rest of the balance off the card in cash. 

I NEVER received the card thus NONE of those transactions were mine. 
Even though I told Money Network this several times over the phone, emailed their paperwork back to them with my statement that I DID NOT receive the card and NONE of the transactions were mine, I had to say this over and over and over. 

My case # with money network / XXXX bank is : Case ID : XXXX AND..VERY IMPORTANT, when money network initially took my information over the phone and then told both my daughter and I that we would receive paperwork to file our dispute ( that we never received the cards ) we did receive their paperwork by that Saturday INCLUDING A SEPARATE LETTER THAT SAID THEY WERE REJECTING OUR CLAIM. 

And we hadnt sent the paperwork back yet! 

My daughter called them immediately to ask what was going on. They apologized and said that the same thing had happened to many other people as well. That we were NOT the only ones. 

That the agent ( XXXX XXXX did NOT put in any details of the information we told her and thats why it was rejected. 

We still sent in our paperwork and they told us to wait 4- weeks and my daughter called in XXXX and both claims were rejected again. 

We sent in our statements again via email and asked that they be looked at again. 

XXXX we spoke to a customer repXXXX XXXX who told us our claim was denied again. My daughter read XXXX our statements and she could not understand why our claims would be rejected and went to her supervisor who opened both claims up again. And again we had to wait because of their mandatory waiting period of 4-8 weeks. 

My daughter checked back on XXXX XXXX and was told both had been rejected again. She insisted that she speak to someone in the their escalation department. She was on hold for several mins. And spoke to XXXX in escalations that suggested we file a police report. 

Where we live in XXXX XXXX our police station is located on XXXX XXXX not far from us but it had been partially closed down for several months because of the pandemic. 

But we went to the police department, found that they were in full operation again and filed two reports. One on XXXX and another XXXX for mail theft. 

One report XXXX included both of us for {$2000.00} my daughter for {$600.00} and myself for {$1400.00}. 

I also filed a separate report for myself for the {$1400.00}. 

We sent both police reports to money network / XXXX bank. 

I am happy to send you copies of the police reports. 

The police officer told us that someone from the money network / XXXX bank would call to confirm our information on the report. 

To our knowledge no one called the police department. 

Also important to note that the XXXX XXXX police department confirmed to us that there had been millions of dollars in mail theft in XXXX XXXX and they werent surprised at all that our debit cards hadnt reached their destinations to our address. 
At any rate my daughter had sent in very detailed statements with time lines and had insisted in talking to the head of the escalation department but could never get that person on the phone. 

But they sent her a letter and a check admitting there was a mistake made and she got her {$600.00}. 

But with my case they have still rejected it. 

My daughter called again on my behalf XXXX and spoke to a man named XXXX in the escalations department and he was very nice and genuinely surprised that : 1 ) my daughter and I live in the same address / apartment 2 ) her card was sent XX/XX/XXXX and mine was sent around XXXX / XX/XX/XXXX and both cards were never received by either of us. 
XXXX ) XXXX bank had finally approved my daughters claim and sent her the missing {$600.00} but would not approve my claim. 
XXXX in escalations recommended that my case be re-opened and approved and my daughter was told to call back 4-8 weeks. 

My daughter did call back a week later to check the status and again spoke to XXXX XXXX the first agent we had spoken to in XX/XX/XXXX who, we were told, did not enter any of the information that we had told her over the phone initially on our first claim thus why our first claim was rejected ) Well XXXX has now been moved to escalations and she was very terse with my daughter and told her to call back in 4-8 weeks. 
My daughter had a bad feeling and called couple days later and spoke to a customer rep. that confirmed that my case had been rejected again. 

WHY? 

My daughter has since called again and again and asked to speak to escalations and head of escalations again to only be placed on hold for three ( 3 ) hours and 45 mins before the call was dropped. 

That leads us to now. Here Today. 

I am filing this complaint because I believe XXXX / money network is a XXXX corp. that does what ever they can to NOT pay people the money that is due to them. 

They say on their paperwork that they will give you a reason why your claimed was denied but they never have. 

We gave them ALL of the information we have. 

We cant track down the ring of criminals that committed mail fraud. 

And it cant be a case of not proving our identities because every time you speak to an agent in customer service AND escalations they can not look at your file and discuss it without you going through a security check where they ask you 3-4 questions provided by the IRS and you have to pass those security questions. 

My daughter and I have done this security check with them now many many many times and we have ALWAYS passed the security tests. 

So.. 

What do I do? 

Like I said.. Im XXXX years old and Im still working because I have to and I could really use the {$1400.00} stimulus money that I never received, that was stolen from me twice. 

Once from the crook her stole the actual debit card and twice from XXXX bank / money network for rejecting my legitimate claim and stealing my money a second time. 

If you have any questions please feel free to reach me directly at XXXX XXXX XXXX. 

I am VERY hard of hearing so my daughter XXXX XXXX can also speak to you and answer any questions her number XXXX XXXX XXXX. 

I have laid out everything in this statement letter. 

If you would also like to see the statements that I sent Money network / XXXX bank including police reports please advise. I will send to you ASAP. 
Money networkXXXX  bank has ALL of my statements and copies of both police reports. 

When my daughter called in to check status on my case she also confirmed with their agents that the emails with statements and police reports had been received by them. 

Also for sake of brevity, I did not include my statements to XXXX XXXX money network because my statement here is exactly what I sent them. See below. 

I did NOT receive a debit card. None of those transactions are mine. It is obvious that the card was stolen. 
My daughter lives with me and her debit card for {$600.00} never made it to our address either. Here are the police reports for mail/ID theft. I repeat .. NONE of those transactions are mine. I never received that debit card. 

What else can I say? 

Thank you so much for your time and help with this situation. 
It means so much to me. 

Please feel free to publish this on your site if you think it will help others. 

Thank you again, XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX

Company response to consumer: Closed with explanation