Consumer complaint received 2022-07-21
Company: FISERV INC.
State: AZ
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
Money network XX/XX/XXXXXXXX  I made an online purchase. After 30 days I began to inquire about the online purchase. The contact number wasn't in service and the website was no longer linked to any search engine. I contacted the card holder asking for any info they may have from the company via the transaction documentation. They also came to a dead end. I never received the intended item and the company looked to be a scam all together. I filed a dispute with the card holder which was denied due to me authorizing the online purchase. I began the appeal process & paperwork. 
At that the time I was renting a private room from the home owner as were XXXX other adult females each with private rooms while we shared common living spaces. The woman who I shared a bathroom with broke into both mine and the home owners private rooms and stold various items and information. 
On XX/XX/XXXX a charge for an XXXX prime account was made to my card & account among other things. I immediately filed a police report and called money network the card holder company to notify them so I can not only order a new card but also dispute the charge. It took the company over 30 days to issue me a new card. In the 30 days it took more unathorized charges were made to my account XXXX being a reoccurring charge to XXXX as well as XXXX and online people search sites. 
With recent and multiple unathorized charges made I called to request a dispute form for each fraudulent charge as per their policy. I made this request again a couple weeks later. Finally in the end of XX/XX/XXXX I received the forms in the mail. When filing out the forms specific dates and amounts were required for the proper documentation and in completion of the forms. With an online account profile made I logged in and went to the transaction details section only to discover only the last 60 days were listed and shown in detail. If detailed transactions were needed prior to the last 60 days I would have to make a request to the card holder via phone call only. 
XX/XX/XXXX I called money network and requested a detailed transaction statement for card/account associated with them for months of XX/XX/XXXX tru month of XX/XX/XXXX to be mailed to my new residence. 
A few weeks later I received more dispute forms but no statements to be seen. Over the next 36 months I requested the transaction history and statements XXXX every XXXX weeks totally XXXX times before I finally received the statements as well as the proper amount of dispute forms needed. 
After filling out the forms and faxing each page to the card holders dispute dept. along with police report I called to confirm they received all documentation and was told to call back in 3-5 business days at which time I can be given an answer. 
I called back like told and they said they did receive XXXX completed dispute forms and XXXX partial dispute forms which I had XXXX disputes forms faxed to the company. 
I had to request more dispute forms to be mailed to me once again in XX/XX/XXXX In XXXX of XXXX I moved and filed a change of address form. I called the card holder company when XXXX began and no dispute forms yet. I updated all contact info with the company and requested dispute forms again. I filled out the forms again and faxed the forms again only to be told they were denied due to information requested from me by the card holder dispute dept not being received. XX/XX/XXXX I immediately called the card holder and was able to speak with a supervisor who approved me to email my dispute claims and any information or documentation to the dispute department. Confirmation of the appeal request, dispute forms, and documentation being received with a 45 to 90 day time frame to complete the dispute process. 
XX/XX/XXXX I called and was told their system said XX/XX/XXXX was 90 days so I called back the XXXX and was told there isn't an answer. Every week for the last 4 weeks I call seeking resolution and as always I'm told there isn't an answer yet, an email is sent to the dept asking for an update and to call back in 3 to 5 days which I do

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