Consumer complaint received 2024-04-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
APPEAL FOR FRAUD XX/XX/year> Money Network Financial XXXX XXXX XXXX  XXXX Department Dispute Case ID : XXXX Attachments : State Drivers License and Current Banking Institution To whom it may Concern : I am replying to my original dispute placed on XX/XX/year>. What I believed to be so straightforward has now pushed me to the point of breaking out in hives. I am currently looking to retain counsel due to the stress your bank has caused me. I am on XXXX, and this is the money I am receiving for that. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, so I have a very astute sense of the issue and this illegal what your bank is doing. 

Here is the timeline of events, the actions I am taking and the resolution I would like to see. 

Original Issue : XXXX, XX/XX/year> o I woke up with a notification from XXXX that my XXXX payment ( {$3200.00} ) was deposited into my Money Network Account. 
o Upon Logging onto the account, I had noticed the money was transferred within 30 minutes after it was deposited. 
The total amount transferred was {$3200.00} o What struck me as odd was I did not initiate this o It was within minutes of the deposit which I never log on that soon ( it is XXXX California XXXX XXXX ) time o The amount is not what I usually transfer. I always transfer the full amount to my own bank, a credit union o When I looked the account numbers were not mine ( reference my account attached I am showing the last 5 digits out of safety ( I can no longer can log onto the app due to the account being closed ) o I immediately called Money Network to dispute the fraudulent transaction and close the account o The representative, closes my account, tells me she will expedite a card for {$8.00} and I will need to send the dispute o She said they will do research to determine the issue and let you know o I was happy since it seemed there was a resolution. 


Wednesday XX/XX/year> XXXX  XX/XX/year> o I call and speak to 5 different representatives ( one being a supervisor ) ( spent 6hrs on the phone total ) o One told me the money was in my new account ( there was a green light ). Her name was XXXX, and her phone extension was XXXX ( there is no way to get any accountability from the employees that you call into ) o One put me on hold for 58 minutes till I finally hung up o One told me a card was not sent and that the dispute was denied, and that XXXX needs to open an account and send me card o Finally, a supervisor told me that I will need to dispute it and no card was sent. She told me that she would put a trace in and once they traced it, I would have to call the bank the money was sent to, and I NEED TO GET IT BACK! * *Ive worked for XXXX and XXXX  XXXX XXXX XXXX That is the banks job, not the customers. I am blown away by all of this o I ALSO RECEIVED THE DISPUTE VIA US MAIL. WITH A FEW SENTENCES SAYING THAT WE ( MONEY NETWORK ) HAVE DETERIMINED NO ERROR OCCURRED. SO, IN ONE DAY YOU ALL TRACED THE BANK AND FOUND I OPENED THAT ACCOUNT? ITS FRAUD. IT USUALLY TAKES 30-90 DAYS TO RESOLVE o On XXXX XXXX  XX/XX/XXXX I went to the XXXX site office ( in person ) in southern California XXXX 
o XXXX said they have nothing to do with Banking. They do not send cards nor open accounts ; Money Network opens the account and XXXX just wire/Deposits the money o I also have moved forward with HARD CHECKS ONLY from XXXX, I will not be utilizing Money Network XXXX 
o I now need to get my {$3200.00} back from Money Network that the XXXX deposited. 

THINGS TO MAKE NOTE OF : o How is it that when I call, I need to do a 2-factor authentication to verify the account, but someone can transfer upwards of thousands through an APP ( I only had the app and never did anything online with a computer ) and was able to without a text to my number nor any sort of verification?

o 1-day internal investigation?!??! UNREAL!

o I have added the original submission of the dispute below o My current drivers license o My current banking information ( for comparison against the fraudulent transaction it was routed to, if you look, they do not match ) o I believe this was an internal issue. Someone knew of this amount and went ahead a transferred it without any difficulty and now you guys within a day say you have no fault? 


NEXT STEPS : o I am logging a complaint with the California Department of Financial Protection and Innovation : they regulate a variety of financial services, businesses, products, and professionals. The department operates under the California Business, Consumer Services and Housing Agency.

o I am also logging a complaint with the Federal Reserve Consumer Help. You may file a complaint if you think a bank has been unfair or misleading, discriminated against you in lending, or violated a federal consumer protection law or regulation. 
o I am also logging a police report with my local law enforcement department : XXXX XXXX, CA. 
o I am also logging a complaint with the Federal Trade Commission o Lastly, I am searching for an attorney to take on this case if I do not receive my money in XXXX weeks. I should not have to contact anyone outside of the Money Network institution and so forth to get my money. That is your job as a financial institution to protect my money and rights. And you have now left me open to scammers and what not and expect me to go get my money? I dont think so. I will be like a dog with a bone. I dont care how long I have to carry this on, I will get my money and expose this bank if I have no action in two weeks. 
o I am on XXXX, and this should not be what I worry about, it is adding to my illness.

Company response to consumer: Closed with explanation