Consumer complaint received 2025-12-14 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: CA

Complaint narrative:
This complaint is to attach new information obtained from XXXX. This is pertaining to my first two filed complaints and disputes with money network. Does not include all other proof of documents for the incident at hand. Please refer to original complaint for that information. 

Brief : This is the 3rd and final follow up regarding an incident with my Phone Service ( XXXX by XXXX ) and XXXX  XXXX. The incident occurred on XX/XX/year>. As I was charged for items I did not purchase from inside the store. Totaling the amount of {$720.00}. As I was lead to believe this was for a XXXX XXXX XXXX  phone, taxes, with other added charges that I was unaware of at the time of purchase. 

Recently I obtained new information regarding this dispute from XXXX ( XXXX  XXXX XXXX XXXX ) or otherwise known as XXXX. This letter was sent to me on the date of XX/XX/year>. And only recently received today on XX/XX/year>. 

* * * * * Note : I am only attaching the XXXX letter to this complaint. Along with direct copy to XXXX XXXX itself. * * * * * * * * what is not included is what has been sent to them already in the past two complaints filed * * * Summary of my complaint : I am submitting this complaint regarding XXXX XXXX XXXX XXXX mishandling of my electronic fund transfer dispute, including improper notice, failure to conduct a reasonable investigation, wrongful reversal of provisional credit, and denial of appeals in violation of the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.11 ). 

This complaint is supported by correspondence from the XXXX  XXXX XXXX XXXX ( XXXX ), which is attached and referenced below. The XXXX letter is critically important, not because it resolved the dispute, but because it confirms the dispute was never substantively adjudicated and that key issues remained unresolved. 



Timeline of Events XX/XX/year> : Wrongful/unauthorized transaction occurred at a XXXX by XXXX retail store . 
XX/XX/year> : I submitted a formal dispute to XXXX XXXX 
XX/XX/year> : XXXX XXXX issued a provisional credit of {$720.00}. 
XX/XX/year> : XXXX XXXX  claims it sent a letter requesting additional information. 
XX/XX/year> : XXXX XXXX reversed the provisional credit only XXXX days later, including a weekend, without adequate time or proper notice to respond. 
Subsequent Appeals : Denied based on claims that documents were cut off or unreadable, without contacting me to cure or resubmit. 



Importance of the XXXX Letter The XXXX letter is significant for what it confirms and what it does NOT do : What the XXXX Letter Confirms XXXX by XXXX could not verify or review in-store retail transactions. 
The dispute was not resolved at the merchant level. 
I was advised to pursue resolution through my banking institution. 

What the XXXX Did NOT Do ( Critical Clarification ) XXXX did not rule on whether fraud occurred. 
XXXX did not determine whether any retail employee acted unlawfully. 
XXXX did not verify in-store transaction details or consumer authorization. 
XXXX did not evaluate XXXX XXXX obligations under federal law, including Regulation E. 

As a result, there has never been a determination that the disputed transaction was authorized or valid, and the XXXX letter can not be relied upon by XXXX XXXX  to justify denial of my claim. 



XXXX XXXX  Regulation E Violations Despite the unresolved nature of the underlying transaction, XXXX XXXX : 1. Reversed provisional credit without providing reasonable notice or response time, effectively allowing fewer than five days, including a weekend.

2. Failed to conduct a good-faith investigation, instead relying on unsupported merchant assertions.

3. Denied appeals without providing an opportunity to cure alleged document issues, despite having my phone number and email.

4. Failed to comply with Regulation E requirements governing investigations, notice, and consumer rights. 

These actions violate 12 CFR 1005.11, which requires financial institutions to conduct a reasonable investigation and provide proper notice before denying a claim or reversing provisional credit. 



Requested CFPB Action I respectfully request that the CFPB : 1. Investigate XXXX XXXX XXXX XXXX dispute-handling practices in this matter. 
2. Require reinstatement of the full disputed amount of {$720.00}.

3. Require Money Network to provide a written explanation demonstrating compliance with Regulation E. 
4. Take any additional corrective or enforcement action deemed appropriate. 



Conclusion The XXXX letter does not weaken my claim it confirms that the dispute was never resolved on the merits and that XXXX XXXX  remains fully responsible for complying with federal consumer protection law. XXXX XXXX actions caused financial hardship and reflect systemic failures in dispute resolution. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation