Consumer complaint received 2026-03-22 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:
I am filing this complaint regarding Money Networks failure to properly investigate unauthorized debit card transactions and their ongoing delay tactics, which appear to violate my rights under the Electronic Fund Transfer Act ( Regulation XXXX ). In XX/XX/2021, I was hospitalized and placed in a medically induced coma. During this time, unauthorized transactions occurred on my debit card. In the amount of approximately {$1600.00} I had no ability to authorize, monitor, or prevent these transactions due to my medical condition. Once I became aware of the fraudulent activity, I promptly reported the transactions to Money Network and filed a police report. I also provided hospital discharge documentation clearly showing : My admission and release dates My medical condition, including being in a medically induced coma A summary of my hospitalization Despite providing substantial documentation proving that I could not have authorized these transactions, my initial dispute was denied. I then filed an appeal and submitted the police report and medical records as supporting evidence. My appeal was denied again, with the explanation that there was no new information, even though this documentation had not been properly considered. I was then told to wait XXXX days for further review. After waiting over XXXX days, I contacted Money Network for an update and was informed that my appeal had only just been reopened on XX/XX/XXXX, despite being originally submitted in XXXX. I was then told I would need to wait another XXXX days. This is unacceptable and appears to be a deliberate delay tactic. Additionally, I have been told that I can not proceed further without providing new information, which is unreasonable given that I have already submitted sufficient evidence, including a police report and medical records confirming I was incapacitated at the time of the transactions. Key Issues : Failure to conduct a reasonable investigation Denial of claims despite clear evidence of incapacity Excessive delays well beyond regulatory timeframes Restarting the appeal process without justification Requiring new information when sufficient documentation has already been provided Regulatory Concern : Under Regulation XXXX, financial institutions are required to : Conduct a timely and reasonable investigation Resolve disputes within required timeframes Provide provisional credit if the investigation exceeds the allowed period Money Network has failed to meet these obligations. I have not received a proper investigation or timely resolution, and the repeated delays are causing financial hardship and emotional distress. Resolution Requested : XXXX. Immediate and proper resolution XXXX. Full reimbursement of all unauthorized transactions XXXX. Written explanation of how my claims were previously denied XXXX. Confirmation that Money Network will comply with Regulation XXXX moving forward XXXX. Any applicable provisional credit due to delays in investigation

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