Consumer complaint received 2024-07-11
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: FISERV INC. (CA)

The XXXX  XXXX XXXX Department utilizes a prepaid Money Network card to disperse Unemployment Insurance benefits. On XX/XX/2024, I was supposed to receive my payment of {$900.00} from the XXXX on my Money Network account. When I awoke, I checked my balance, and it said {$30.00}. I tried repeatedly to log on to my Money Network account to verify that this was correct. After many attempts to log into the application ( which rarely works ), I was finally successful. I was able to verify that my balance was indeed only {$30.00}. However, the app wasn't allowing me to access the transaction history. Finally, the next day I was able to get the transaction history and verify that {$860.00} was transferred to an account that was not mine. I desperately tried to call Money Network, but their automated system would not recognize my debit card number, social security number, or birthdate. I tried for several days to get ahold of Money Network, but there was no way to get through to a customer service representative without verifying your information over the automated system. I promptly logged on and changed the password and bank account information on my profile with Money Network. I reached out to the XXXX every day, but if you call right at XXXX am when the XXXX Offices open, there is already a full cue for the day, and they can not take your call, and the call is disconnected. I then reached out via the Contact Us link on the XXXX website, however, there is no pre-selected topic for this issue. I tried submitting XXXX separate questions asking what I should do, with not able to get ahold of Money Network. Both responses stated in a form letter-type format that I needed to contact Money Network XXXX I was getting nowhere! Finally, after several days of trying I was able to get through to Money Network on XX/XX/2024. The representative filed the claim and provided me with the instructions to submit the documentation needed. She stated that she was going to close out the debit card and issue me a new one. I finally received the new card and called to activate it on XX/XX/2024. That day, I had also received a provisional credit of {$860.00}. I was informed that my account was on hold, and they would not be able to activate the card. They said that the previous representative should have closed my account and issued a check, which would take XXXX additional days to receive. I explained that I have been without these funds since XX/XX/2024, and I need to make my car payment, buy medications, and pay rent, and that they are holding my money hostage. I stated that they should have contacted me when the account was placed on hold on XX/XX/2024, instead of me having to wait til XX/XX/2024 to find out. I asked if, since they were the ones who mismanaged my account if they could remove the hold, and allow me to transfer the remaining funds out of the account and then they could close it, or if they could expedite the check, as I have already had to wait 16 days to receive my funds. They would just repeatedly state that it's against policy to do that. I explained the Americans with XXXX XXXX, and how they are required by federal law under the XXXX to provide a reasonable accommodation to those with a protected XXXX, and proceeded to explain that my requests are not unreasonable and do not cause fundamental harm or financial burden upon Money Network. I was transferred to a supervisor, who then informed me that they would submit a request to have a member of management give me a call back within XXXX hours. I called back on XX/XX/2024, after not getting that callback, to discover that no resolution had been made, and to state that no one had attempted to contact me. No missed calls, no voicemail, nothing. They issued me the check, closed the account, and submitted another request to have a manager call me back. Why is there no accountability with the XXXX or Money Network?