Consumer complaint received 2026-01-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FISERV FINXACT CORE
State: PA

Complaint narrative:
I filed a dispute on XX/XX/year>, regarding unauthorized transactions on my account. On XX/XX/year>, Money Network issued a provisional credit for only half of the disputed amount. Immediately after that credit was applied, my account was placed into a status that prevented me from accessing any funds. 
Initially, I was told my account was on hold. Later, I was told something entirely different. After repeated failed attempts to reach customer service, I discovered that my original phone number had been blocked, making it impossible for me to even call Money Network. I was forced to download a third-party app ( XXXX ) just to get through to customer service at all. That alone is unacceptable. 
When I finally reached a supervisor the following morning, the experience only worsened. The supervisor could not clearly explain what was happening, provided contradictory information, and appeared to lack even basic knowledge of Regulation E or dispute procedures. She stated that my account was not on hold but had been fully closed, yet could not explain why or when that occurred. Im still not understanding how the account could be fully closed as she told me but I am able to log into the account and transfer funds between the main acct and the piggy bank account-but thats all Im allowed to do. 
When I asked her to contact someone in the fraud department or dispute department who could provide accurate answers, she stated she could not contact anyone in either department. This is alarming and demonstrates a complete breakdown in internal communication and consumer protections. 
Despite acknowledging that a provisional credit had been issued, she repeatedly told me that I would only receive half of that amount via mailed check. When I explained that Money Networks actions had placed me in immediate financial hardship and asked whether the check could be overnighted, I was told no. I was then informed that it could take up to XXXX weeks or more for the check to arrive. 
Money Network created this hardship, yet refused to take any reasonable steps to mitigate it. 
The shifting explanations ( hold vs. closure ), the false claim that my replacement card was compromised before it was even activated, the inability or refusal of supervisors to explain dispute handling, and the blocking of my phone number all point to obstruction and bad faith. 
Under Regulation E : Provisional credit must be provided when an investigation is ongoing Only up to {$50.00} may be withheld unless there is a reasonable basis to believe the transaction was authorized Consumers must be given full access to provisional credit during the investigation Issuing a partial provisional credit and then freezing or closing the account so the funds can not be accessed is not compliant with federal law. Closing an account immediately after issuing provisional credit effectively nullifies consumer protections and appears retaliatory. 
This situation has caused significant financial stress and disruption. It is also concerning that there are widespread consumer complaints regarding Money Networks handling of fraudulent activity, far exceeding any positive feedback, which suggests a pattern rather than an isolated incident. 
NOT ONLY DO I YAVE TO XXXX  OVER APL OF THIS UNNECESSARY XXXX-but XXXXm also now missing the last payment that was sent to my net network for my unemployment benefits. Of course once again nobody knows anything about it or where the XXXX my money just vanished to! Something needs to be done!

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