Consumer complaint received 2024-12-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
This was the companys response with a timeline : On XX/XX/2024, XXXX contacted Fiserv ( XXXX XXXX XXXX ) by phone and initiated a dispute claiming non-receipt of merchandise after being informed by the merchant that the item had been shipped. On XX/XX/2024, Fiserv contacted XXXX by phone to gather additional information regarding the dispute and left a message, as well as sent a letter to XXXX requesting additional information. That same day, XXXX contacted Fiserv by phone and advised that they purchased special order of titleist XXXX XXXX XXXX with an expected delivery date of 2-3 weeks. XXXX asserted that they never received the driver, and the last contact had with the merchant was XX/XX/2024. The merchant advised XXXX that the driver was shipped to and could not do anything about it and sent tracking number XXXX. On XX/XX/2024, a provisional credit in the amount of {$700.00} was applied to XXXX 's account while the dispute investigation was pending. That same day, Fiserv sent XXXX a letter advising that a temporary credit in the amount of {$700.00} had been applied while they conduct the investigation. On XX/XX/2024, Fiserv received the merchant 's response to the dispute. The merchant rejected the dispute claim, maintaining that the merchandise was rendered at point of sale as this was an in-store purchase with no delivery service attached to the transaction. On XX/XX/2024, based on the merchant 's response and documentation provided, the dispute claim was denied, the provisional credit was removed from XXXX 's account and a letter was sent notifying XXXX of this decision. Based on our investigation, the dispute was handled in accordance with applicable regulations and procedures. The merchant provided evidence that this was an in-store purchase with no delivery service attached, contradicting the claim of non-receipt of merchandise. XXXX  apologizes that XXXX is not satisfied with the outcome of the investigation and recommends that XXXX contact the merchant to discuss further. XXXX considers this matter closed and appreciates the opportunity to address these concerns. 

On XX/XX/XXXX, I contacted Fiserv and sent the original receipt and special order receipt from the store showing that the order and payment was for a special order Titleist XXXX XXXX  that was going to be Shipped to Home. This contradicts both the merchants claim that the purchase was an in-store purchase with the item not being shipped. 

On XX/XX/XXXX, Fiserv reached out to me via email with the merchants proof for the dispute and said the claim was closed and they couldnt do anything about it. XXXX and Fiserv have been given false information by the merchant regarding this transaction and have based the closure of the dispute from that evidence. 

I request that the dispute be reopened with the supplied original receipt and special order receipt which was emailed to XXXX on both XX/XX/XXXX and XXXX. 

I feel the credit card company, XXXX, and Fiserv have both not been in compliance with processing this dispute or informing me of the information given by the merchant, and have now said it is outside their scope or purview. 

Also please pull the recording from my phone call on XX/XX/2024 with the Fiserv customer service agent. I asked if I needed to provide them with the original receipt and special order receipt for this dispute, at the time the agent said it was not required.

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