Consumer complaint received 2025-11-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: FISERV FINXACT CORE
State: NY

Complaint narrative:
This is a follow-up regarding our prior complaint involving Fiserv, First Data , and XXXX  XXXX  XXXX concerning the fraudulent transaction fees and subsequent withholding ( BUW ) applied to our account. 

As instructed by Fiservs representatives, we contacted the number listed on our merchant statements to obtain assistance. Below is a summary of the call made on XX/XX/XXXX, which further demonstrates the ongoing lack of accountability and inability of these entities to provide resolution : Call Log XX/XX/XXXX ( XXXX XXXX EST ) Contacted XXXX XXXX XXXXXXXX at XXXX as directed. 

Spoke with Agent : XXXX, who placed me on hold to investigate. 

XXXX later advised me to call XXXX XXXX XXXX directly and provided the same number I had just dialed. XXXX. 

After pointing out the redundancy, she offered another number ( XXXX ) and transferred me to XXXX, a representative we spoke with numerous times thoroughout the last 10 months ago during the original dispute. 

XXXX then transferred me to XXXX, the same representative I had spoken with multiple times throughout the last 10 months. XXXX stated that XXXX was from First Data and she wasnt sure why I was being transferred to her again, as this was not her department.

This experience illustrates the same circular runaround and failure to provide documentation or assistance that has persisted for over nine months. Despite receiving a partial refund, Fiserv continues to withhold {$1200.00} under Backup Withholding without proof that our EIN was invalid or notice that required action was needed. 

The continued deflection between departments ( Fiserv, First Data, Clover, XXXX XXXX ) has caused significant and ongoing business and financial harm. 

Brief Overview. 
Between XXXX and XX/XX/XXXX, our business XXXX XXXX XXXX XXXX ) experienced a major fraud attack involving over XXXX unauthorized card attempts through our subscription signup page. The fraudulent activity caused more than {$20000.00} in transaction and overdraft fees due to excessive authorization and chargeback charges processed by Fiserv / First Data XXXX XXXX XXXX XXXX Clover. 

Despite immediately notifying Fiserv and associated processors, the issue went unresolved for months. The mishandling of the situation caused severe financial and operational harm. 
XXXX XXXX : Fiserv and First Data repeatedly delayed responses, often instructing us to call different departments with no resolution. Authorize.XXXX, who was also affected, refunded their portion immediately in XX/XX/XXXX after reviewing and documenting the same events. 

XX/XX/XXXX : Fiserv issued a letter ( via CFPB complaint # XXXX ) confirming a refund of {$7200.00} and the waiver of a $ XXXX collections balancea clear acknowledgment of financial mishandling. 

XX/XX/XXXX : We received and deposited the refund check. However, {$1200.00} was withheld as Backup Withholding ( BUW ) despite our EIN being properly submitted at account setup. 

XXXX XXXX : Repeated attempts to clarify the BUW issue were met with generic responses, deflection between departments, and references to IRS XXXX notices that were never received by our business. 

XX/XX/XXXX : As instructed, we again called the number listed on our merchant statement and documented the interaction. The result was another transfer loop back to the same unhelpful contacts weve been routed to since XXXX. 

Revenue Loss : Our active subscription base dropped from XXXX paying subscribers to fewer than XXXX due to system interruptions, account instability, and reputational harm. 
Estimated loss : $ XXXX per month, ongoing for nine months.

Operational Costs & Time : Over 150+ hours spent across calls, documentation, and correspondence to resolve what was clearly a processor-side issue.

Reputational Harm : The prolonged account disruption made it nearly impossible to maintain confidence among members and partners, causing long-term brand and financial damage.

Attachments/ Evidence ( available upon request ) XX/XX/XXXX Refund & Waiver letter from Fiserv Refund check stub ( {$7200.00} ) Correspondence with Fiserv representatives ( XXXX, XXXX XXXX ) Notes from calls ( including XX/XX/XXXX call log ) CFPB Complaint # XXXX and related correspondence. 

After nearly a year, Fiservs actions only restored part of what was wrongly withheld. The company has refused to engage in any meaningful resolution regarding business damages or provide proper documentation for the BUW withholding. The refusal to communicate transparently has left our business financially and operationally impaired.

We are therefore re-filing this matter for regulatory and/or legal review as the issue remains unresolved and continues to cause material harm.

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