Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FISERV FINXACT CORE
State: UT

Complaint narrative:
I describe issues with both XXXX XXXX and Money Network, but my primary concern is Money Network ( Fiserve , Inc. ), as this is where my inaccessible, and I fear unprotected funds are being held. 

XXXX  XXXX began issuing unemployment funds to me XX/XX/XXXX. When a debit card is selected as the preferred payment option, a payment automatically opens an account with a corresponding card at Money Network. According to XXXX  XXXX, this card was issued, and was sent to the correct address. I have not received this card. 

An activated card is required to access funds in an account. There is no way to request direct deposit or any other outside transfer of funds without activating the card. All website help links via Money Network or XXXX XXXXXXXX pertaining to this issue refer issue to the XXXX automated phone number specific to XXXX XXXXXXXX XXXX recipients : XXXX This phone number, and any additional Money Network phone numbers I have found online or have been given by the XXXX XXXXXXXX are 100 % automated. Once a caller passes the automated systems touch tone identification questions, past transactions are listed, and then the call ends. There are no options for additional service, automated or otherwise, and no ability to report a lost/stolen card. Fiserv , Inc., the company that owns Money Network, also has an impenetrable ( without a merchant account number ) automated system at the end of every phone number I have been able to find. 

There is an option to " lock '' the card/account via the Money Network website XXXX but this feature is only available once the card is activated. There is no link to report a card lost/stolen online. 

XXXX  XXXX agents have all agreed that given the time that has elapsed, the card must be lost in the mail. Once the funds leave XXXX  XXXX, XXXX  XXXX agents have stated that the funds belong to me, and are my responsibility. XXXX  XXXX agents deny any way to reverse the ACH transfer of my benefits to Money Network, and have stated that XXXX XXXX has no recourse whatsoever once the funds are sent to Money Network. 

XXXX  XXXX agents all advised me not to change my preferred payment option from Money Network. When I expressed distrust and requested funds be sent via check, agents repeatedly made it clear that I should not trust the mailed check option. The direct deposit option is not compatible with my bank ; I was repeatedly told the Money Network is the best, safest option for me. 

In response to the lost card, XXXX XXXX agents repeatedly told me they could be of no help, and that I needed to call Money Network. When I explained that calling did not allow me to request a new card or report it lost/stolen, I was told lost mail happens sometimes, everyone else has been able to get help at that phone number for this issue, asked have you called the XXXX XXXX, and ultimately there is nothing we can do once the funds leave the XXXX. I was given both correct ( specific to XXXX  XXXX XXXX recipients ) and incorrect ( in no way servicing XXXX  XXXX benefit recipients ) phone numbers for Money Network by XXXX  XXXX agents. 

I have had this issue escalated up to a XXXX  XXXX XXXX XXXX. Today, XX/XX/XXXX, I spoke to XXXX, a XXXX  XXXX XXXX XXXX XXXX, who agreed to change my preferred payment option to mailed checks. XXXX seemed to understand and believe how hopeless this issue was for me, but unfortunately stated that there was nothing in the XXXX  power to help me. The final advice given was to " keep trying '' to report my card/account lost with Money Network XXXX 

I still have not received a card from Money Network, and therefor still can not access the funds in my account, which as of today, XX/XX/XXXX, total {$4400.00}.

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