Consumer complaint received 2024-09-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
( Dispute email Sent to Fiserv ) : Hello, attached is my customer dispute form as well as a written explanation describing the nature of my dispute. I also attached a picture that I screenshotted from the app showing the other persons banking info. Just had a baby and the money is really needed. Thank you! 


Written explanation : On XX/XX/year>, an unauthorized transaction occurred in my bank account, where a total of {$5700.00} was transferred to another bank account without my consent or knowledge. Upon discovering this discrepancy, I immediately reported the incident to my bank, providing them with all relevant details regarding the unauthorized transfer. 

Since then, I have been actively engaged in resolving this dispute by following the necessary procedures outlined by my bank. This includes filing a formal dispute, cooperating with the bank 's investigation, and providing any additional information required to support my claim of unauthorized activity. 

Throughout this process, I have emphasized the urgency of rectifying the situation and ensuring that the funds are returned to my account promptly. I am also taking proactive measures to safeguard my account against any future unauthorized transactions. 

I remain committed to working closely with my bank until this dispute is fully resolved, and the unauthorized transaction is reversed. 

( Appeal Sent to Fiserv ) : APPEAL : CASE ID : XXXX LAST XXXX DIGITS ON CARD : XXXX List of Disputed Transactions : - XX/XX/year> ( {$5700.00} ) Transfer to Personal Account ( Routing # XXXX & Account # XXXX ) - THIS IS NOT XXXX XXXX BANK ACCOUNT!!! 

Hello, I would like to appeal my recent dispute that was submitted on XX/XX/year>. I am writing to you today with a sense of urgency and desperation regarding a distressing situation that has severely impacted my financial well-being. On XX/XX/year>, a significant sum of {$5700.00} was stolen from my XXXX XXXX bank account through unauthorized access and fraudulent activity. This incident occurred on the same day the funds were deposited into my account, leaving me utterly devastated and vulnerable. 
I immediately reported the dispute to the bank, expecting swift action to halt the unauthorized transaction and recover my stolen funds. However, despite my prompt action, the bank failed to intervene effectively, allowing the fraudulent transfer to proceed unchecked. This negligence on the part of the bank has only exacerbated the financial hardship and emotional distress that I am currently facing. 

Adding insult to injury, my attempts to seek resolution and follow up on my dispute have been met with utter disdain and disrespect from the bank 's representatives. Every time I reach out for assistance, I am greeted with hostility, indifference, and a complete lack of empathy for the gravity of my situation. It is profoundly disheartening to be treated with such callousness, especially during a time of great vulnerability and need. I also never received anything about my dispute being denied, I had to keep calling to find out. 

What's even more alarming is that I am not alone in experiencing this ordeal. Numerous other customers of XXXX XXXX bank have fallen victim to similar instances of unauthorized access and fraudulent transactions in recent months. This pattern of recurring security breaches is deeply concerning and indicative of systemic failures within the bank 's security protocols. 

I implore you to take immediate and decisive action to rectify this egregious situation. My financial stability and peace of mind hang in the balance, and I can not afford to wait any longer for a resolution. I urge the bank to expedite the investigation of my dispute, recover the stolen funds, and implement robust measures to prevent future security breaches. 

As a new parent, the stress and uncertainty caused by this ordeal are particularly burdensome. I should be focusing on caring for my newborn and cherishing this precious time with my family, not grappling with the fallout of financial fraud and the indifferent response of my banking institution. 

All I ask for is the return of my stolen funds so that I can regain a semblance of financial stability and security for myself and my family. Your prompt attention to this matter would be greatly appreciated, as every moment of delay only deepens the distress and hardship that I am experiencing. 

Thank you for your understanding and assistance in this urgent matter. Attached are the Dispute forms that were submitted for reference. 

( Police report ) : On XX/XX/year>, a significant sum of {$5700.00} was stolen from my XXXX XXXX bank account through unauthorized access and fraudulent activity. This incident occurred on the same day the funds were deposited into my account, leaving me utterly devastated and vulnerable. I immediately reported the dispute to the bank, expecting swift action to halt the unauthorized transaction and recover my stolen funds. However, despite my prompt action, the bank failed to intervene effectively, allowing the fraudulent transfer to proceed unchecked. This negligence on the part of the bank has only exacerbated the financial hardship and emotional distress that I am currently facing. 
Adding insult to injury, my attempts to seek resolution and follow up on my dispute have been met with utter disdain and disrespect from the bank 's representatives. Every time I reach out for assistance, I am greeted with hostility, indifference, and a complete lack of empathy for the gravity of my situation. It is profoundly disheartening to be treated with such callousness, especially during a time of great vulnerability and need. I also never received anything about my dispute being denied, I had to keep calling to find out. What's even more alarming is that I am not alone in experiencing this ordeal. Numerous other customers of XXXX XXXX bank have fallen victim to similar instances of unauthorized access and fraudulent transactions in recent months. This pattern of recurring security breaches is deeply concerning and indicative of systemic failures within the bank 's security protocols. These people used my name to deposit the funds into an account that I don't have any association with. The routing and account number belongs to XXXX XXXX XXXXXXXX XXXX  located at XXXX XXXX XXXX, XXXX, NY XXXX. After filing my appeal and waiting almost the full 90 days they decided to close the case and reopen a new one without telling me and then after a few days they deny my appeal.

Company response to consumer: Closed with explanation