Consumer complaint received 2024-09-06 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
CFPB, The Money Network organization has in it's employ an individual or individuals that are giving or selling my personal information. I will be contacting the State Attorneys General in both Georgia and California to investigate the company and to recommend legal recourse.

I know this because my original debit card from that organization was not compromised by my possession. It was never used for an in person or online transaction. The card never left my home. The Card never left the file cabinet where it was kept since the day it arrived except to get the phone number off the back when a dispute was needed. Each time money from the XXXX was added to the card, I used my phone to dial into the Money Network system and transfer the unemployment dollars to my bank account. 

XXXX. Money was stolen XXXX XXXX. Dispute initiated XXXX Call # XXXX : XXXX PST Call # XXXX : XXXX PST Call # XXXX : XXXX PST Disputed charges : XX/XX/year> : XXXX XX/XX/year> : XXXX XX/XX/year> : XXXX XX/XX/year> : XXXX XX/XX/year> : XXXX XX/XX/year> : XXXX I would like a check for the amount of {$120.00} mailed to my home address. 

XXXX. Dispute settlement amount was XXXX transaction light. Check Money Network records. 

XXXX. XX/XX/year> : XXXX, XXXX Money Network was called because I could not access the replacement card dollars and to let them know they missed one transaction. That is when I noticed that the phone system no longer accepted my social security number to access the card- it must have been changed internally by a Money Network employee. 

XXXX. Discovered that card could be accessed by thiefs and the credit from the dispute was gone from the replacement card. The Money Network rep saw that the new, replacement card had a negative balance ( placed by the thieves ) on the new card I never activated and claimed that the monies from the dispute were used to XXXX  the negative balance. 

XXXX. Asked to speak to a supervisor, rep said she was a supervisor, asked for someone higher up as rep was not listening to me but rather forcefully stating her position repeatedly. Asked if I wanted to file another claim. Since they mishandled the original claim, I was satisfied with keeping the original claim. They insisted on closing the botched claim. 

XXXX. Rep never called XXXX. Now when I call ( XX/XX/year> ), there is no option to speak to a representative. There used to be before, that is how the dispute was opened. 

XXXX. The Fraud alert emails ( attached ) reveal a flaw that should have resulted in the card being frozen, but was not, so the fraudster was successful by lowering the amounts charged. 


When I called on XX/XX/year>, after getting a confirmation code via email, then choosing English, the only option was to sit through a list of past deposits, none of which were the disputed amount. The Phone number I used is the number on their website XXXX XXXX. Do they change the path when call volume gets heavy? Why is it no longer possible to speak with a representative? 

I was forced to use Money Network debit card by California XXXX - direct deposit was not an option when my claim started. The only week I did not transfer the money to my bank the same day it arrived, a few days passed is when I started receiving emails about fraud. Emails attached. The emails are failed fraud attempts only. 

From the company I want to see - A Check sent to my home address for all disputed charges. 

- the list of employees who accessed my information in their computer system. 
If they are not using a database stored procedure to write the user who changes information when any account is updated, they are not a financially responsible organization and should be shut down immediately. It is this list that will reveal who changed the social security number, who compromised my personal information. 

Regards, XXXX XXXX

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