Consumer complaint received 2024-07-19 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: FISERV FINXACT CORE
State: HI

Complaint narrative:
The card in question has been locked for several months now. The reason provided by Money Network, was that my home address needed to be verified since the address is in XXXX but money was being spent in XXXX, where I attend school. 

With every phone call, this company has breadcrumbed me with instructions. First, I was told I simply needed proof of address. I sent in a file of my bank statement by email on XX/XX/year> and received no response other than the automatic reply email. On XX/XX/year> I sent a follow-up email asking for confirmation of whether the card had been unlocked and again, no reply other than the automatic email. 

Without a reply, I gave it another month waiting to see whether it would go through. 

On Monday, XX/XX/year>, I called again and was given the same instructions. The company claimed to have not received my initial email, even though I had gotten an automated response claiming it was received. I complied and forwarded the bank statement I initially sent again, as well as attachments of my prior emails as proof that they had been sent, as well as the company 's automated replies as proof that they had been received. I was also informed over the phone that I would need to wait 1-2 business days for the department to view my documents. 

On Tuesday, I called back again to see whether or not my compliance with the instructions I had been given had been verified and unlocked my card. This time, I escalated the situation and requested to speak with a supervisor. On this day, I was only then informed that the document must be recent, as in within 60 days. Additionally, I was told that I needed not one piece of evidence but two. I had not received either of these instructions prior to this phone call. I had only been told to send in a document such as a bank statement or pay stub as proof of my address. 

While on the phone with the supervisor ( XXXX ) who confirmed that a bank statement and a state ID would be acceptable, I scanned said items, sent them in by email, and was told specifically that my card should be unlocked between an hour from the time of the call which was made around XXXX XXXX in the morning ( XXXX XXXXXXXX ), and the next day. XXXX stated that he had placed a rush order on the request, and I was instructed that the quickest way to get access to my money was to go to a bank and request a cash advance. 

The next day, XX/XX/year>, assuming that my card had been unlocked as XXXX said it would be, I went to the bank with my card and requested a cash advance. This was around relatively XXXX XXXXXXXX XXXX XXXX. The bank told me that the numbers wouldn't go through so I went home and sent another email to the company explaining my situation and asking for confirmation whether or not the card was unlocked. Again, no response other than the automated reply. 

On XX/XX/year>, I called again. This time, I was told that the email needed to include the documents as attachments as opposed to file. This was the third phone call I had made to the company in the past week and the first time I was informed of this. So, I sent the information in again, this time as an attachment. 

Today, XX/XX/year>, I called once more, asking for confirmation of whether or not my card had been unlocked. This time I was told that although an email had been received it would not go through. I escalated the situation again, going first from customer service to a supervisor ( XXXX ) who gave me no answers, and then from a supervisor to a manager ( XXXX ), who stated that the state ID was not acceptable as documentation, despite me having been told by the supervisor that I spoke to on Tuesday that it was acceptable. 

I have sent in two bank statements, my ID, and a loan document with my address on it at this point. This company has danced circles around me, lied to me, answered no questions, and has taken no action to resolve my issues. I have been told repeatedly to wait for a department with no direct phone number to give confirmation and received none. I am short relatively {$1000.00} as this company holds my money hostage and offers essentially no help.

Company response to consumer: Closed with explanation