Consumer complaint received 2025-11-17 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
Re : Complaint Against XXXX XXXX  Improper Reversal of Provisional Credit, Failure to Provide Notice, and Violations of Regulation E To Whom It May Concern : I am submitting this complaint against XXXX XXXX  ( a Fiserv/First Data prepaid card program ) due to significant violations of Regulation E, the Electronic Fund Transfer Act ( EFTA ) , and the CFPB Prepaid Rule, as well as deceptive representations regarding the structure of my prepaid account. 

Summary of complaint/issue An unauthorized transaction occurred on XX/XX/XXXX. I filed a dispute on XX/XX/XXXX. XXXX XXXX issued provisional credit on XX/XX/XXXX. 

On XX/XX/XXXXXXXXXXXX XXXX XXXX claims they mailed a determination letter. 
I did not receive this letter until the afternoon of XX/XX/XXXX, XXXX same day they reversed the provisional credit. 

Despite just receiving the letter, XXXX XXXX informed me over the phone that I only had 5 days to contest the decision. They included non-business days ( the weekend ) in their calculation. This means : I received the letter 7 days after it was mailed, but only approximately 1 business day remained by the time I opened it, and they had already reversed the provisional credit that same day, making it impossible for me to exercise my rights. 

This conduct violates multiple sections of Regulation E. 



Correct Timeline of Events XX/XX/XXXX : Unauthorized transaction posted XX/XX/XXXX : I filed my claim with MXXXX XXXX XXXXXX/XX/XXXX : Provisional credit was issued XX/XX/XXXXXXXX XXXX XXXX XXXX  states they mailed a decision letter XX/XX/XXXXXXXX  ( afternoon ) : I received the letter in the mail XX/XX/XXXX ( earlier that day ) : XXXX XXXX reversed the provisional credit XX/XX/XXXX : I called XXXX XXXX immediately upon receiving the letter They told me I had only 5 days to contest They counted Saturday and Sunday as part of the 5 days This left me no meaningful time to respond or provide additional information XXXX XXXX timing appears specifically structured to deprive me of my dispute rights. 



Regulation E Violations XXXX XXXX actions violate several requirements under 12 CFR 1005.11, including : 1. 1005.11 ( d ) ( 2 ) Provisional Credit Reversal Notice Requirements A financial institution must : Provide written notice before reversing a provisional credit, and Allow at least five business days from the date notice is sent or delivered. 

They reversed the provisional credit on the same day I received the letter, and f

ewer than five business days had passed from when the letter was mailed. Including weekend days in their 5-day period violates b
oth : The plain meaning of business days, and The intent of Regulation E. 



2. 1005.11 ( c ) ( 4 ) Failure to Provide Documents Relied Upon XXXX XXXX refused to provide : The investigation results Evidence they used The internal records supporting their decision This is a clear violation.

3. 1005.11 ( c ) ( 1 ) Failure to Notify in Writing if More Information Was Needed At no point did XXXX XXXX send written notice requesting additional information before denying the claim.

4. CFPB Prepaid Rule Violations They failed to comply with : Required delivery of statements and notices Proper disclosure Standardized error-resolution rights Timely access to information 5. Misrepresentation of Account Structure Several representatives told me : Your prepaid card does not have an account number. 

This is misleading and prevents me from challenging the internal ledger transaction that XXXX XXXX reversed. Prepaid cards do have internal account numberseven if not publicly disclosedso their statement was deceptive. 



Impact on XXXX XXXX XXXX  removed {$720.00} unexpectedly on XX/XX/XXXX, XXXX I had any practical opportunity to contest the decision. 

This has caused : Financial hardship Denial of legally required notice Prevented appeal rights Denial of access to the documents behind their decision Stress and confusion from contradictory and inaccurate information Requested CFPB Action I respectfully request that the CFPB : 1. Require XXXX XXXX to provide the complete Reg E investigation file, including the documents relied upon in their decision.
2. Investigate whether the provisional credit reversal violated the timing and notice requirements under 1005.11 ( d ).

3. Investigate their misleading statements regarding no account number.

4. Require XXXX XXXX to correct the violation, restore the {$720.00} provisional credit, or reinvestigate the dispute properly.

5. Ensure XXXX XXXX complies with both federal and state laws, including any referral to XXXX. 

Thank you for your time and assistance. I am ready to provide any additional documentation needed.

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