Consumer complaint received 2026-03-31 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 became eligible for unemployment benefits through XXXX XXXX in XXXX of XXXX. I began certifying on the XXXX website and opted to have my benefits sent to the XXXX XXXX prepaid card. I received my first benefit payment on XX/XX/XXXX for XXXX. Meanwhile, I had not received my XXXX XXXX debit card. I then received the following deposits on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX for XXXX. At this point, I have a total of XXXX in my XXXX XXXX account that I had no access to because I had not received a card. I decided to give them a call to inquire as to the status of my card, which was extremely frustrating trying to get through the automated system because in order to bypass the options, I had to enter card information that I did not have. I eventually got through and was told by the representative that they don't just mail out the cards we have to contact them and request one. I then wait for my debit card to arrive and waited approximately XXXX weeks and still had not received my card. I called again and requested a new one be sent out. I was then hospitalized from XXXX XXXXthe beginning of XX/XX/XXXX and when I arrived home and had the time to sort my mail, I still had not received a card. I contacted XXXX XXXX on XX/XX/XXXX and was told that my balance was less than XXXX dollars. I explained to the representative that I never received a card, that I never had one in my possession, and that I had just been XXXX from the hospital, and that I did not authorize any of these transactions. I filed a dispute ( XXXX ), and I received a notice dated XX/XX/XXXX stating that an error had occurred on my account and a provisional credit was now finalized. After revising the dispute form and going through it thoroughly, I noticed the representative did not include all transactions from the beginning of XX/XX/XXXX through XX/XX/XXXX on this claim. I reached out again on XX/XX/XXXX to inform them that my claim was incorrect and that it needed to be reviewed and corrected to include all transactions from XXXX. I received a dispute ( XXXX ) dated XX/XX/XXXX, and then I received a response on XX/XX/XXXX stating my dispute was denied. For them to approve one claim and not the other makes absolutely no sense. I continue to wait to receive my debit card, which they claimed was mailed on XX/XX/XXXX. I still had not received a debit card to be able to access my funds. I was struggling with a XXXX XXXX at the time and was in and out of facilities during this time, so I was not home for the most part. I was XXXX once again and was XXXX in XXXX, and once again, upon arriving home, I'm hopeful that my debit card would be in my mail, and once again, nothing was in my mail. I called XXXX XXXX on XX/XX/XXXX and was informed that my debit card was showing active and that I had no funds in my account. Once again, I filed a dispute and am waiting for the forms. I had only filed XXXX dispute when I called, but somehow ended up with XXXX. Dispute XXXX and XXXX XXXX where dated for XX/XX/XXXX. I then received XXXX notices dated XX/XX/XXXX stating my disputes were denied. I then received XXXX additional disputes, XXXX dated for XX/XX/XXXX and XX/XX/XXXX. Dispute dated XX/XX/XXXX XXXX was approved, and the funds were credited to my account. At this point, I had almost exhausted my XXXX benefits, and they were coming to an end, and I still had no access to any of these funds or had ever received a card. On XX/XX/XXXX, I called once again to request that a card be sent out because I still had not received XXXX after multiple calls and requests I had made. The representative once again tells me that she is showing my account with an active debit card. I explained to her that this is ridiculous, and how someone is accessing my information, and how this is even acceptable as a financial institution. She files another claim XXXX XXXX. I received a letter dated XX/XX/XXXX stating that a provisional credit was given and that I had full access to these funds. Then on XX/XX/XXXX, I received a letter stating this claim was denied. I then received another notice dated XX/XX/XXXX stating that the provisional credit that was given to me on XX/XX/XXXX was finalized and that an error did occur on my account. I called XXXX XXXX once again because I still had not received any debit card, and I had just been served with an eviction notice because I was unable to pay my rent due to this situation. I lost my home, my vehicle, had to borrow, and had no way of feeding my children, and I was not given any resolution to my problem. I was even hospitalized due to the amount of stress this caused me. I decided to give them XXXX more try on XX/XX/XXXX and was once again informed that my account was showing an active debit card when I had not received anything in the mail. A dispute was filed once again XXXX XXXX, and was then sent a notice dated XX/XX/XXXX that stated we have concluded that the transactions questioned were credited back to my account. I then received XXXX notices for this claim, dated XX/XX/XXXX, which stated the claim had been denied, and one letter stating the claim had been approved. ON XX/XX/XXXX, I received another notice for this claim stating my claim was denied. On XX/XX/XXXX, I received XXXX more notices for this claim, one stating that there was an error and that my account had been credited, and the other stating that the transactions had been credited back. I have since then tried appealing the decision multiple times and have not been successful. I have not had access to any of my funds, and I did finally receive a card about XXXX ago. I have activated the card, but my funds have not been credited to my account for me to have access to them. It's been over a XXXX XXXX XXXX XXXX and this nightmare is still unresolved. I have tried many different approaches, but nothing has worked. I'm in desperate need of these funds and would appreciate it if this can be resolved. This has caused enough stress, anxiety, and financial hardship on me and my family and it is not fair that I continue to be denied my funds.

Company response to consumer: Closed with explanation