Consumer complaint received 2023-03-28
Company: FISERV INC.
State: NC
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
This dispute and complaint is in regards to a taxpayer funded economic impact payment distributed by XXXX aka Money Network. I am more than frustrated as I write this in an attempt to receive funds that were due and payable back in XXXX of XXXX as I was eligible for an economic impact payment. I never received an EIP card at that time and/or delivered it to the trash as it was not sent from the United States Treasury as previous payments had been. There were multiple scams going on during that time frame so Im sure you can appreciate any misunderstanding. Regardless, it was not until XXXX of XXXX that I was advised by the IRS that I did not claim said payment on my tax return and I was assigned penalties and interest that further escalated my tax obligations. If you have ever dealt with the IRS, I'm sure you will understand that over the course of the next 6-9 months, I had called to deny these payments, and after waiting on hold for 3-4 hours or longer, had given up several times before I finally spoke to a representative only to be told that I had contacted the wrong agency and needed to contact the Economic Impact Payment center at a completely different number. Upon additional calls and wait times I was advised that my payment was not sent as a check but rather distributed by XXXX aka Money Network via a prepaid debit card. At that time the IRS associate referred me the XXXX number for XXXXMoney Network XXXX When calling XXXXMoney Network and using the phone prompts as instructed, I was disconnected several times as the option available for a card that was never received disconnects. It was only when I followed prompts for lost or damaged ( assuming responsibility ) that I was able to enter personal data, and the system at that point revealed the dollar amount of funds retained by Money Network on my behalf. Two new cards were issued and sent to my address within 3 weeks. The envelope received from the USPS was not compromised. Two EIP cards were sent. Activation of the first card went well and that balance was ultimately transferred to my personal checking account. Upon attempting activation of the second card ending in XXXX, the system denied me and sent me straight to a representative. I was informed that the balance of this card had been compromised and spent at XXXX, XXXX, and XXXX in California, where I have not been or ever resided, for the total balance of {$1900.00}. These transactions happened prior to me receiving the card and ultimately attempting to activate. It is clear to me that this is an internal issue with XXXX aka Money Network and I am truly disappointed I am spending my free time dealing with Money Networks internal issues. I have spent hours tracking down this payment, lost income due to penalties and interest with the IRS, and additional monies that may have been acquired or earned as XXXX invested and utilized these taxpayer dollars over the last several years. No one had access to this card when issued other than Money Network and the USPS. Ultimately after disputing these transactions with Money Network, I was required to file a dispute form which Money Network sent out via USPS. Once received, I filled out Money Networks dispute form and returned with a letter of explanation. 3-4 weeks later I finally received a response from Money Network denying my claim due to " Digital Validation ''. It is clear to me that XXXXXXXXMoney Network has a process by which to steal tax payer money and I would guess I'm not alone.

Company response to consumer: Closed with explanation