Consumer complaint received 2026-03-03 00:00:00
Product: Prepaid card — Payroll card
Issue: Unexpected or other fees — 
Company: FISERV FINXACT CORE
State: GA

Complaint narrative:
Company Name : Money Network XXXX : Prepaid payroll card Issue : Fraud / Unauthorized transactions/ Failure to provide provisional credit I am filing this complaint regarding repeated unauthorized transactions on my payroll card issued by Money Network. I receive my earned wages through this prepaid payroll card as part of my employment with XXXX XXXX. Over the past XXXX years, I have experienced at least XXXX separate fraud incidents requiring card replacement. Each time, unauthorized transactions were clearly out of state or international. Most recently, my account was charged for international transactions in XXXX, including cross-border assessment fees and currency conversion fees. I reported these unauthorized transactions either the same day or the next day, as I always do. Despite my prompt reporting, Money Network does NOT issue provisional credit while investigating. Instead : They require me to wait for a dispute form to be mailed to my home I must complete and return that form before the investigation proceeds The process can take up to XXXX XXXX or longer During that time, I am deprived of access to my earned wages Under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 ) and Regulation E ( 12 C.F.R. 1005.11 ), when unauthorized electronic fund transfers are reported promptly, the financial institution is required to either : XXXX. Complete its investigation within XXXX business days, OR XXXX. Provide provisional credit while the investigation continues ( up to XXXX XXXX total XXXX Money Network has informed me that they do not provide provisional credit during the review process. This forces me to go without access to money I earned while they investigate fraud that is clearly unauthorized. This has caused significant hardship, especially when bills are due during the investigation period. This has happened multiple times over the past XXXX years. I am requesting that the CFPB review whether Money Network is complying with Regulation E requirements for : Timely investigation Issuance of provisional credit Proper error resolution procedures Payroll card consumer protections I am also requesting written clarification from the company regarding : The date investigations officially begin Why provisional credit is not issued Their Regulation E error resolution policy I have attached screenshots of the unauthorized international charges and related fees. I am seeking : Confirmation that Regulation E procedures are being properly followed Assurance that provisional credit will be issued within required timelines Correction of any compliance failures This is a repeated systemic issue. Simply replacing cards does not address the root cause. My wages are repeatedly exposed to fraud and I am deprived of access to earned income during investigations. The companys process shifts the financial burden and timing risk to me instead of protecting wage earners.

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