Consumer complaint received 2023-02-03
Company: FISERV INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I contacted my debit card company and told them There has been some fraudulent activity on my account, some one took {$1100.00} dollars out of my account through atm cash withdrawals. & I have my physical card, & ive never authorize or give anyone my card. I notice the transactions on the XX/XX/XXXX when I went to check the balance on my account. I immediately locked my card and called the debit card company to report it. 

In the span of 2 days on XX/XX/XXXX and XX/XX/XXXX these Illegal unauthorized ATM withdrawals occurred XX/XX/XXXX XXXX. XXXX XXXX XXXX XXXX XXXX$62.00} XXXX. XXXX XXXX XXXX XXXX {$82.00} XXXX. XXXXXXXX XXXX XXXX XXXX XXXXXXXX {$82.00} XXXX. XXXXXXXX XXXX XXXXXXXX XXXX XXXX- {$82.00} XXXX. XXXX XXXXXXXX XXXX XXXX- {$80.00} XXXX. XXXXXXXX XXXX XXXX XXXX XXXX {$82.00} XXXX XXXX XXXX XXXX XXXXXXXX {$82.00} Thats XXXX illegal unauthorized atm withdrawals on XX/XX/XXXX that i did not make in under a XXXX. 
The next day of illegal unauthorized ATM Withdrawals follows below XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  {$82.00} XXXX. XXXXXXXX XXXX XXXX {$100.00} XXXX. XXXXXXXX XXXX XXXX XXXX XXXX {$100.00} XXXX. XXXX XXXX XXXX {$100.00} XXXX. XXXX XXXX XXXX XXXX$100.00} XXXXXXXX XXXX XXXX XXXX XXXX$100.00} Thats XXXX illegal unauthorized atm withdrawals made on XX/XX/XXXX that i did not make in less than XXXX. 

I confirm this with the representative that XXXX speaking to. She tells me that I should send them a written email about the whole situation itll kind of speed up the process. Their going to send me some paperwork to fill out. & that this investigation can take up to XXXX to complete. 

I send the email, fill out the paperwork they sent me and sent it back, which was a list of the unauthorized transactions made on my account they wanted me to sign and confirm. 

About a week later i received a letter from the company, real surprised but relieved that it came so quick. But to turn out that the letter said they were denying my claim due to the my pin being used to make the transactions. 

Cyber Criminals have so many different ways to steal your information now, so them denying my claim on that bases that because my pin was used is ridiculous. This isnt even how I use my card so how could this look like my regular pattern of card usage if there really was a investigation done? 

So I call the company back to escalate the situation. I speak to a supervisor who tells me that I need to send them another email for an appeal. Which is exactly what I do. I dont here anything for a while, periodically calling and asking whats going on, then XX/XX/XXXX I received a letter saying the exact same thing the first letter read, that their denying my appeal because my pin was used to make the transaction. 

And I know things like this happen all the time and if they are able to get away with this with me. If This company is doing this to me that means hundreds of people have gone through this same situation and they are not covering people that fall victim to fraud. as if they arent liable for anything.

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