Consumer complaint received 2025-03-07 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:
I initiated a bank transfer to XXXXXXXX XXXX account ending in XXXX on XX/XX/XXXX from My prepaid Money Network benefits card ( California Employment Development Department ) in the amount of XXXX, I was not being careful and did not realize that I sent this money to an account that has been closed for years. I take responsibility for this error. 

When I realized my mistake on Thursday XX/XX/XXXX because money had not made it to my intended account in the past 2 weeks and my credit union had no trace of the money, I immediately double checked the account information I used and found that it was outdated and in the wrong place in my records. I do not transfer funds on a regular basis. 

On Thursday XX/XX/XXXX at XXXX, I contacted XXXXXXXX XXXX  Customer Service XXXX XXXX ) and spoke with a customer services representative. The representative verified my identity using several pieces of my personal information. The representative indicated that he could see that {$1200.00} was sent to the acct ending in XXXX. He went on to say that the money went into the account, but it immediately left the account because it is CLOSED. I made him repeat this information to make sure that I was understanding him correctly. He told me that the money was returned back to Money Network on XX/XX/XXXX. 

After the XXXX call ended, I immediately called Money Network ( XXXX ) on XX/XX/XXXX at XXXX. I informed the customer service representative of the conversation that I had with XXXXXXXX XXXX. The Customer Service Representative told me that he could open a dispute with the fraud department and that the resolution could take up to 40 days. I was appreciative of his help and ended the call. 

I have intermittently checked my account balance hoping the money would be returned to my account, but it had not been by today Tuesday XX/XX/XXXX. 

On Tuesday XX/XX/XXXX at XXXX, I called Money Network ( XXXX ) to get an update on my dispute. I had not received an email from the fraud department as indicated by the representative the week prior. XXXX, the representative on XXXX, read me to resolution to the investigation. The dispute was denied and the reason was because XXXX XXXX indicated that the money entered the account ending in XXXX. XXXX offered me the email address XXXX to request an appeal to this decision. I sent the email on XX/XX/XXXX. 

Tuesday XX/XX/XXXX at XXXX, I again, contacted XXXX XXXX XXXX  XXXX ) to find out if the money went back to them for any reason. I spoke with XXXX and he explained that the money did not return to their institution and should have gone directly back to the Money Network account that it came from. This call was on a recorded line and can be checked. XXXX says the money went into the account ending in XXXX on XX/XX/XXXX and was immediately removed and SENT BACK to Money Network. 

I requested that Money Network contact XXXXXXXX XXXX  again and ask the appropriate questions : Did the {$1200.00} get returned to Money Network on XX/XX/XXXX? '' " Can I listen to the recorded conversations on XX/XX/XXXX and XX/XX/XXXX? '' " Is the account ending in XXXX closed? 

I was also clear in the appeal request to Money Network that I feel that they are being dishonest and attempting to keep my money. 

I have also made a complaint to the CA EDD fraud department.

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