Consumer complaint received 2024-04-20 00:00:00
Product: Debt collection — Other debt
Issue: Communication tactics — Frequent or repeated calls
Company: FISERV FINXACT CORE
State: NC

Complaint narrative:
We signed up for XXXX XXXXFiserv/First Data Merchant ServicesXXXX XXXX in XXXX XXXX XXXX XXXX At that time they sent us a terminal to process cards, However the terminal failed a short time after. We attempted to contact FDMS multiple times to resolve the issue, but their customer service department has over 2 hour hold times, My last hold time was XXXX hours. So we stopped using the device as it was inoperable. On XX/XX/XXXX we received 1 phone call that was labeled " potential spam '' so the calls were declined. We received the following phone calls after. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

None of these calls were answered with the exception of XXXX, where we spoke with a woman named XXXX XXXX in their `` collections department ''. This conversation lasted 39 minutes and 49 seconds. Our initial point of the conversation was trying to understand who was actually calling as they go by several business names which was part of the confusion. Furthermore we discussed the charges as this was the first notice we have received that there was an outstanding balance, We received no notices by mail, email, or by phone until the spam risk phone calls began. The balance owed was all listed as miscellaneous fees and they were unable to advise much further into that. We explained that we disagree with the balance as we haven't been able to use the service since XXXX of XXXX and there have been very little activity on the account, I explained to her the situation and she advised me to contact the customer service department, We also requested the account to be closed, She advised that I would have to contact customer service, but fees would continue to occur on the account regardless. She transferred me to XXXX XXXX customer service. after a long hold time I decided to proceed with the call back request. 2 and a half hours later we received the call back. The agent advised they would work on sending me a new device, I advised once we had a working device, we will be more than happy to pay the debt owed minus the misc fees that have been accruing. I was told he was going to send a support ticket, We have not heard anything since that day. After the 3 phone calls received on XX/XX/XXXX we called them and asked them why are they calling and explained we were waiting on a response from their customer service department. She advised she had no record of the conversation. So we advised we would be filing a complaint to the proper agencies and asked them to remove my number from their file and to not contact my cell phone number again.

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