Consumer complaint received 2024-03-31 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble getting information about the card
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
I filed an XXXX claim XX/XX/XXXX, was denied, I didnt agree so I appealed, Ive been waiting almost 2 years to get an appeal hearing, finally I had a telephonic hearing for XX/XX/XXXX. I received the decision in my favor on XXXX XXXX. I called XXXX to ask what I do next, they released rest of certifications for that claim. I completed them that same day. All of that claims benefits edd paid which essentially created the money network account and my new card was sent all on XX/XX/XXXX. I received the physical card in the mail on XX/XX/XXXX. Upon attempting to activate it knowing that there will be {$11000.00} on there Ive been fighting for 2 years for, I find out that someone somehow obtained the card number from my new card, and using a unknown to me email and my personal information ( DOB, SS XXXX, etc ) register my card on account and on XX/XX/XXXX, a day before I received the physical card in the mail XXXX transfers totaling {$11000.00} of my benefits were transferred to a bank account -stolen. I called money network and was transferred to escalation dept with no explanation while I waited on hold for 3 hours only to get booted because office hours were over. I called again on XX/XX/XXXX spoke with a nice CS rep and asked her to be honest with me because the day before no one was telling me anything, she told me the all the information above and dates. How can someone get my card number before I even get the physical card? Why was nt there a safeguard in place? Like a text to the number thats on the edd account or a ID VERIFICATION process like when you file a claim with edd? I asked them for to provide me access, they refused, even though its supposedly my account. The refuse to supply me with the information concerning what email was used and what bank were my stolen benefits transferred to? 
This is the funny thing- the ONLY time I use my moms mailing address as my permanent address is for edd- and they knew it, all other mail goes to my bf house. They had my card number, before I had my gotten my card, they knew I was getting benefits when and how much. From the time I certified to time money was stolen was 5 days. So is edd employee stealing peoples benefits on the fraud proof chip card? Or is an edd employee giving personal information to friends relatives or selling info in order to allow scammers to steal benefits? The only way to get the particular information to register this account is to work for XXXX. Now I have to jump through hoops to get my money back and wait longer, 2 years was not enough I guess, why do they protect the scammers information used in my name yet cant protect me? I want to go to courts when these scammers are found I want charges pressed and I want an internal investigation of XXXX employees done to stop the scamming. Oh and it would be nice if the only information like the telephone number registered with edd was to receive a authorization text in order to proceed with card and account activation would ensure the people who are getting the benefits can get their benefits it would stop the scamming, unless the fraudster works for edd, since money network creates cards then sends them to edd in batches to send out ( so she told me today ) leaves no room for questions, its a scam ring inside the edd. I havent received benefits since XXXX prior to winning appeal, and I only spoke to one individual at XXXX who commented on the amount of money I was to receive once he released certifications for me to complete. I can not provide documentation because I never had access to the account that was in my name.

Company response to consumer: Closed with explanation