Consumer complaint received 2016-03-23
Company: First Data Corporation
State: IL
Product: Prepaid card
Sub-product: Payroll card
Issue: Advertising, marketing or disclosures

Complaint:
XXXX of XXXX XXXX ( XXXX minutes ago ) To whom it may concern : According to XXXX, XXXX dollar business such as First Data Corporation issurance XXXX XXXX XXXX XXXX '' and your corporation contracts with many United States or International Employers to provide a convenient package of services to their Employees for handling their funds for cash, purchases, pay bills, buy groceries, etc. As a by way of Employer to Employee client, I would want my amount below to be ACH/EFT Transfer of Funds to my NEWLY Activated replacement card # ending in XXXX digit # XXXX according to your advertised brochure in less than then 5 days or more. Your advertised brochure leave me with the impression Transfer of Funds are done in less than 24hours. 

For the Week beginning XXXX XXXX, 2016 ; using your maybe taped conversation Online database phone prompt to enter my individual Social Security Number to access your " Customer Service '' Department. I, XXXX XXXX reported Lost of Stolen Paycard to Money Network Card Services at XXXX. I explained I was no longer in possession of your XXXX XXXX XXXX XXXX ending in the XXXX Card # XXXX that was issued to me from my employer " XXXX XXXX XXXX. I explained to XXXX XXXX XXXX XXXX Customer Service Representative via phone that I would like my card # XXXX to be put on hold to prevent fraudulent usage on my aprox. remaining balance of {$64.00}. Their Female Customer Service Representative stated she would put card # XXXX on hold and if or when ever located, I could call Money Network again ; to remove the hold and reinstate card # XXXX or cancel and activate a NEW replacement Paycard which I must receive from my employer " XXXX instead of XXXX XXXX which is different statement versus their enclosed brochure. 

For the week beginning XXXX XXXX, 2016, I in fact, called again was then told by Female Customer Service Representative that since the card # XXXX was put on hold due to Lost and Stolen reportage, I needed to PROVIDE the XXXX card # XXXX ( by the way, NOT IN MY POSSESSION ) to her for her to proceed any further plus I needed to cancel card # XXXX and activate a NEW replacement Paycard which I must receive from my employer XXXX instead of Money Network which is different statement versus their enclosed brochure. 

On, morning of XXXX XXXX, 2016, again I inquired and ending up speak with " same voice '' your female customer service representative, seeing I do n't have the payroll card # XXXX, but my social security number is attached to that card, could she " TRANSFER '' the remaining balance {$64.00} to the NEW ACTIVATED replacement card # XXXX that I received from my Employer XXXX. Employer XXXX was given by Money Network system a Support Card # XXXX which could be used for the Transfer of Remaining Funds to the New Replacement Card # XXXX. Again, your Female Customer Representative said NO. I inquired to I would like to speak to her Manager and get the Corporate number. Again, your Female Customer Representative said she could not provide Corporate number nor her Manager 's extension due to she was going to tell me the same thing she just told me concerning Transfer of Funds. Again, your Female Customer Representative, then explained only my Employer or their Payroll department could Transfer my remaining balance on the original " reported '' Lost or Stolen Card # XXXX to New replacement card # XXXX. Also, Transfer of Funds would not be the Money Network 's coding but " Money Network would utilized their REFUND code to Transfer funds to XXXX XXXX XXXX XXXX XXXX office which would take 5 days or longer. Previous experience with your Paycard or Checks in the past. Your corporation would have ask me certain identifiers to activate using my individual social security number, my birthday, etc.

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