Consumer complaint received 2024-12-17 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble getting information about the card
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
XXXX made a deposit to Money Network on XX/XX/year> for {$2600.00}. I received the ATM card on XX/XX/year>. I tried to activate it by downloading their app and inputting my card number and expiration date. The cursor just went in a circle and put me back on the page asking for the card number and expiration date. I tried multiple times and used a laptop, XXXX and XXXX and nothing worked. I had to call Money Network to activate my card. First they wanted to know the date and amount of the deposit for security purposes. I didnt have this information because I couldnt access my account. I was told to call XXXX to get the information and call them back. Once I got the information and passed the security portion I said I needed help activating the card. They said due to fraudulent activity they have to close my account and would mail a check for {$2600.00}. When the check arrived on XX/XX/year> it was only for {$850.00}. 

I went to the XXXX office on XX/XX/year> and told them the problem I am having. They told me there is nothing they can do on their end to recoup the money since its already been deposited by them. I have to call and find out why they shorted me. They also said on XX/XX/year> another deposit was made for {$1100.00}. I needed to call to find out about receiving that money too. The only solution they had for me was to mail my future checks from their office. I opted for this going forward. 

Today is XX/XX/year> I had to call Money Network 3 times. Because when they asked for my most recent deposit it was incorrect. XXXX told me over the phone, in person and via email ( 3 times ) my deposits were XX/XX/year> for {$2600.00}, XX/XX/year> for {$1100.00} and XX/XX/year> for {$1100.00}. I started with the most recent deposit and Money Network said that is wrong, you only get one chance call again have a good day goodbye. 

I called a second time today ( XX/XX/year> ) and gave them the deposit date of XX/XX/year> for {$1100.00}. I was wrong again and again said you only get one chance call back again have a good day goodbye. 

I called a third time and gave them XX/XX/year> for {$2600.00} and that was sufficient. I explained I was supposed to get a check for {$2600.00} and only received a check for {$850.00}. They said they will mail the remaining funds {$1600.00} which is still wrong. They did mention there was a new ATM card mailed and there was a charge at XXXX XXXX. I told them I dont have the card and never used it. I asked what they are going to do about that. They said its a separate issue and I have to call them back after the first issue is completely resolved. 

I have XXXX and am going through XXXX and do not feel good. I have only gotten {$850.00} since XXXX of this year. I have rent, car payment and other bills. {$850.00} does not come anywhere close to paying my bills. This is ridiculous!! I have been reporting them all over the place. They have poor misconduct and mishandle peoples funds! 

I need help fighting this. I have gone to the CA senators office complaining and the news media. I dont know who else to complain to? The IRS to audit them?

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