Consumer complaint received 2025-08-09 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: NJ

Complaint narrative:
This is a followup to a previous complaint I made earlier this year under the following XXXX XXXX XXXXXXXX. 

To restate what has taken place on XX/XX/XXXX I initiated a transfer of funds put into my XXXX XXXX  account from the state of New Jersey for my FMLA benefits. This was the second of XXXX installments I received from the state the first being processed back in XXXX of XXXX. 

To my surprise a few days after initiating my transfer through the money network account I noticed the funds have not made it to my XXXX account where the original transactions from XXXX had gone through. That is when I started to investigate more closely and noticed that a new account number and routing number were stored in my account under the transfer tab where my personal account used to be located. This is when I made the conclusion that my account must have been compromised some time between XXXX and XXXX and that the funds in question, amounting to {$5200.00}, were fraudulently transferred to an account ending in XXXX which I can confirm that this account does not belong to me. After conducting my own investigation, I discovered that the account is held by the XXXX XXXX XXXX XXXX in Virginia. I reside in New Jersey, have no connections to Virginia, and am not affiliated with the armed forces in any capacity. Given these facts, I am not eligible for an account with that institution. 

It was at this point that I started the dispute process with XXXX XXXX  to which I have had nothing but empty response and lack of communication with the continual denial of my dispute leaving me without my funds and with hours of wasted time. 

Not only does XXXX XXXX deny my dispute but they do so in a cowardice and completely unethical way. I have never received a phone to discuss may many appeals to their decisions despite my plea for further and more direct communication. I only find out my appeals are denied after calling the customer service line and XXXX XXXX XXXX XXXX XXXX XXXX XXXX communication from the customer service associates on the phone often times getting different answers from each person I speak with. 

First the response was that the account it was transferred to had my name on it. No XXXX the person performing the fraud was smart enough to hack into your login I am pretty sure they can fake my name on an account. Once that as refuted based on the institution not being accessible to me the next answer was that there was another transfer to the same account not reported as fraud ( one I only received after filing my first complain here through consumer reports ). This was news to me as I only have access to XXXX days worth of transactions by the time I noticed the fraud in XXXX what had occurred in XXXX was not visible to me. I had no idea that an additional {$160.00} was also stolen from me nor did I have any idea that this would be another factor preventing me from getting the over {$5000.00} lost. 

All in all Money Network 's dispute and fraud team are nothing but a fraud themselves. I did not choose this bank the state forced it upon me and now this bank is refusing to do anything to help me get my money back that was stolen by someone who hacked their login and system that was not secure enough to prevent it. This is inexcusable and I am not at the point where I will be getting my legal representation involved to make me whole.

Company response to consumer: Closed with explanation