Consumer complaint received 2025-02-19 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: NY

Complaint narrative:
I have new information for FISERVXXXX XXXX XXXX I contacted XXXX XXXX  by phone today to have them do a search for accounts ever owned by my deceased sister using her social security number. The search found no results. 
I then asked XXXX XXXX  for documentation stating that XXXX XXXX never owned an account at XXXX XXXX  ending with the numbers XXXX. I was told that since XXXX XXXX nor I owned the account to which the {$1400.00} was sent, only FISERVXXXX XXXX XXXX XXXX allowed to request such documentation. 
In CFPB # XXXX, the author of the Companys response states that because the transfer was not made to a XXXX XXXX account, we do not have any further information to provide concerning the disputed transaction. I wish to inform FISERVXXXX XXXX XXXX ( as apparently this is new information to them ) that XXXX XXXX is more than willing to cooperate in the furtherance of a full and fair investigation of my claim. There is no excuse for FISERVXXXX XXXX not to ask for documental verification from XXXX XXXX  . FISERVXXXX XXXX Dispute operations should contact XXXX XXXX, ask for written documentation ( make sure that its on XXXX XXXX  letterhead ) and upload it to this site along with its response to this complaint. 
If FISERV/XXXX  XXXX is honest it will do so. It is insufficient for FISERV/ XXXX XXXX Dispute Operations Department to declare to me in its XX/XX/XXXX letter that funds were received by the intended financial institution XXXX XXXX with account ending XXXX. FISERV/XXXX  XXXX can convince me and the CFPB of their story by obtaining accessible proof from XXXX XXXX  ( XXXX. XXXX ). If XXXX XXXX actually had an account at XXXX XXXX  on XX/XX/XXXX then FISERV/XXXX XXXX should be eager to contact XXXX XXXX  for details of the transaction to substantiate its denial of my claim. 
FISERV/XXXX  XXXX claim denial strategy also alleges that I activated the card and made a single transaction in the amount of {$1400.00} to an account owned by my deceased sister at XXXX XXXX  . 
The truth is that I attempted to activate the card from my home phone but never received any audible confirmation such as your card is now activated and ready for use. Instead, I heard clicking and finally silence. In retrospect, I believe this was a sign of an account takeover. 
After this odd occurrence, I attempted to call XXXX XXXX  several times in an attempt to speak with someone about accessing the {$1400.00} on my sisters XXXX XXXX. Each time I entered the card number the call would be abruptly ended without an opportunity to speak with someone. In retrospect, I believe this was further indication of an account takeover Due to my inability to connect with FISERV/XXXX  XXXX  by phone, I wrote to them at their address in XXXX, Georgia in XX/XX/XXXX. In XX/XX/XXXX, FISERV/XXXX  XXXXXXXX XXXX XXXXXXXX asked for my voluntary administrator documentation but never informed me of the transaction in dispute. Why did FISERV/XXXX XXXX fail to bring the transaction to my attention in XX/XX/XXXX since the transaction occurred earlier in XX/XX/XXXX? Had it done so, I would have immediately filed a dispute claim. 
Even if I had successfully activated the card as FISERV/XXXX XXXX alleges , why would I transfer the money to a deceased persons account in XXXX when that person died in XXXX. I hope the CFPB will agree that typically after a persons death accounts are closed and not perpetuated. As voluntary administrator of my sisters estate, I can assure the CFPB and FISERV/ XXXX XXXX that all of my sisters accounts were closed by the end of XXXX.The only unclaimed and unclosed asset of her estate, is the {$1400.00} prepaid card in dispute here. 
If I had activated the card, the only logical thing and the only possible thing I could have done with it would have been to use it to make purchases and debits, not to transfer {$1400.00} to an unknown account at XXXX XXXX. Quite frankly, I see no other reasonable explanation for the transaction in dispute other than an account takeover from within XXXX XXXX. XXXX XXXX story defies reason and logic. 
Since FISERV/XXXX XXXX Dispute operations has serially denied my dispute claim and refused to pay me the {$1400.00} which FISERVXXXX XXXX  owes me , I shall send letters to members of FISERVs executive leadership summarizing this complaint and demanding justice. 
There is nothing that FISERVXXXX XXXX has said which can convince me that I did something that I did not do, for I know and accept the truth and only the truth. It is doubtful that even a fool would believe the story that FISERVXXXX XXXX has told me and the CFPB. Fiservs Dispute Operations must accept the truth and pay me the {$1400.00} which it owes me. I will not relent until the truth is told and I am paid what is overdue. 
In conclusion, I trust that the CFPB will suspend belief of FISERV/ XXXX XXXX denial story until it presents evidence from XXXX XXXX  corroborating its story. FISERVXXXX XXXX has the burden to prove who actually received the {$1400.00}. This is a burden that can not be shifted to me.

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