Consumer complaint received 2024-03-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
On XX/XX/2024, I woke up at XXXX XXXX  to get ready for work, I continued doing my normal daily routine until lunch which is XXXX, During my lunch I checked my bank account and shockingly I found that while I was driving there were XXXX Unauthorized purchases at XXXX XXXX on XXXX one for {$100.00} and one for {$50.00}. I immediately called XXXX to report the fraud, I called them on XX/XX/XXXX at XXXXXXXX XXXX and the call lasted XXXX Minutes and XXXX Seconds. During this call, I had explained that I didn't make these purchases and not only did I not make them, but the emails I received to activate the codes weren't even opened and no other account I own was compromised. They explained that it was too late to cancel the orders, they reported them as fraud and advised me to call my card company. Unfortunately, my XXXX account had my debit card information, but I had two-step authentication on, so I can only presume after the first two codes were not able to be accessed by the fraud and they stopped trying to buy them afterward. I requested that my XXXX account be secured and deleted. 

On XX/XX/2024 at XXXXXXXX XXXX I called XXXX by Money Network, A call lasting XXXX minutes and XXXX seconds, I was told that in order to dispute the transactions I would have to wait until they were no longer pending. I agreed and hung up. 

On XX/XX/2024 at XXXXXXXX XXXX I called Money Network by XXXX to dispute the transactions. They canceled my card and sent documents for the dispute process. This call lasted XXXX minutes and XXXX seconds. Late XXXX I received the documents, and in these documents, it states that in some cases disputes can take between 45-90 business days. I filled out all the paperwork as advised and mailed it off on the following day. 


On XX/XX/2024 I received a letter from Money Network by XXXX  stating they had concluded their investigation, the claim was denied " due to the merchant providing documentation that the transaction was valid '' I find that very interesting because I CALLED them first before the bank and reported fraud. 

Both of the transactions were made not by me, because how could I make them driving to work, and not only that but I have an XXXX account that has been active XXXX Years and a XXXX  Account that has been active 10+ Years. The {$100.00} purchase was for XXXX XXXX, and the {$50.00} was for XXXX. I have never in my life purchased XXXXXXXX XXXX and as a matter of fact I didn't even know what it was until this happened. I have attached account history proving I never activated these codes or used them, to this day they remain unopened emails in my inbox. 

I have done absolutely everything I can to prove that I didn't purchase or even use these codes. Not a single other account of mine has been compromised and my email wasn't even attempted to be logged into, so the codes sit in my email unused. It's not my fault that XXXX can't protect customers ' private information and clearly have suffered multiple leaks over the previous few years. Then having to wait a month to once again be told I'm LYING straight to my face. I have learned my lesson and will not have my card connected to any online account ever again.

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