Consumer complaint received 2024-06-19 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
Hello, on XX/XX/XXXX a transfer of funds was made from My Money Network EDD card in the amount of {$1100.00}. This transfer was not done by me yet they are telling me that the recipient name is my name however they are unable to provide me with any banking information or anything that can help me figure out what is going on. I explained to them that clearly someone has my information and is now going as far as opening accounts in my name and doing these things which means they more than likely have my social security number and other information of mine. They sent me the forms which were dated the XXXX of XXXX however we're not received in my mailbox until XX/XX/XXXX which is already past the 10-day deadline in which they ask for me to return the the forms. Three days later on XX/XX/XXXX, I received a letter stating the case was closed and no error was made meaning they denied my dispute. I have emailed them an appeal along with pertinent documents, such as police report and details. I also signed up to receive a XXXX consumer report to see if there was a new account opened in my name, but there was noting that I was able to find on there, although the report was not as extensive as I thought. I have called the number on the form that the dispute decision was mailed to me on as well as the customer service number. 
The agents have been kind however they keep transferring me to a number or extension that does not exist I get the disconnected dial tone sound so I tried back in the same thing happens. I want to know where my money went especially if they're telling me that I am the recipient but the bank info is " null ''. I do not understand how a bank transfer can be done without knowing the bank name they were only able to give me the last four digits of the account number and that is not any account number that I have I only have my XXXX XXXX XXXX XXXX  and XXXX checking accounts and one savings account with the XXXX XXXX but none of them end in the four digits that I was given or that the money was transferred into. Furthermore the same day that this transfer was made I was coincidentally not able to sign on to my online banking which means someone had changed my information because my password was no longer working. Based on all of this information, I was trying to tell them that I believe my information was hacked or my IP address or server was hacked in some way and I needed more information because my information is at risk. No one has emailed me back or followed up on my appeal. My entire account balance was depleted in the blink of an eye, yet no one cares. No one cares that I have a family to feed and bills to pay and that because of this entire ordeal, EDD was forced to put a block on my account and reissue me a new account which took almost 3 weeks. It was actually the police department who suggested I contact you guys to assist me with this matter. I really do appreciate your time and reading this and I hope that you're able to help me resolve this. Thank you kindly.

Company response to consumer: Closed with explanation