Consumer complaint received 2025-03-18 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: FISERV FINXACT CORE
State: NY

Complaint narrative:
I called XXXX Bank today ( XX/XX/year> ) and spoke with their fraud/security department. They told me that they have not heard from Fiserv/Money Network Dispute Operations concerning my claim. This is new information.

In the Companys response to CFPB Complaint ID : XXXX, XXXX XXXX XXXX have learned from XXXXXXXX XXXX  that your sister did in fact have an account with them. However, the Company did not provide any verifiable documentation from XXXXXXXX XXXX 
Until Fiservs Dispute Operations can show me rather than simply tell me that my sister in fact had an account at XXXX XXXX, I will persist with my claim. Fiserv/Money Network has wrongly denied my claim with falsehoods. The CFPB should not believe that my sister owned an account at XXXXXXXX XXXX until it receives documentation from XXXXXXXX XXXX Thus far Fiserv/Money Network has not produced any visual or written documentation to support its assertion. Fiserv/Money work must show how it learned a non-truth from XXXX XXXX since my sister never had an account at XXXXXXXX XXXX XXXX 
Today, XXXX XXXX also informed me that it is a simple matter for Fiserv/ Money Network to contact them to find out who actually received the funds and to recover the funds should it discover that someone other than XXXX XXXX XXXX I received the funds. 
I know for a fact that my sister never had an account at XXXX XXXX XXXXXXXX XXXX is an online bank and my late sister never held any online accounts.

If Fiserv/ Money Network is so confident that funds were received by the intended financial institution XXXX XXXX XXXX account ending XXXX, then it should have no problem requesting and providing authentic documentation from XXXXXXXX XXXX to properly dispose of my claim. 
My claim is simple and consistent. I did not make the disputed transaction and XXXX XXXX never owned an account at XXXXXXXX XXXX  Fiserv/Money Network has never conducted a full and fair investigation of my claim if it has not discovered that my late sister never received the funds at XXXX Bank or any other bank. 
Fiserv/Money Network can say that my sister held an account at XXXXXXXX XXXX XXXX XXXX times but it wont make it true. Fiserv/ Money Network must discover the truth from XXXXXXXX XXXX sincXXXX it wont accept the truth from me. I challenge Fiserv/Money Network to disprove my claim by providing written documentation from XXXXXXXX XXXX  as it has the requisite standing in the transaction to request it. Due to XXXXXXXX XXXX privacy policy only those who are party to the transaction can request documentation. I am not a party to the transaction and neither is my late sister. XXXXXXXX XXXX does however recognize Fiserv/Money Network as a party to the disputed transaction if it sent the money to an account at XXXXXXXX XXXX XXXX A thorough investigation of my claim can not be achieved without this crucial documentation from XXXX Bank. Who received the money that I am asking about? 
I wish for the author of the companys response to take my claim seriously as I abhor injustice and thievery. How would you like it if someone stole {$1400.00} from you and when you confronted them about it, they told you that you stole the money from yourself. Please be advised that such foolishness is unacceptable to me and every decent hard-working XXXX. 
Given all the lies and falsehoods that Fiserv/Money Network has leveled against me, I am requesting nothing less than written documentation from XXXXXXXX XXXX XXXX FISERV/ Money Network can recover the money from whoever received it, as I did not send it to them. Fiserv/ Money Network enabled the disputed transaction and has standing in the transaction. Fiserv/Money Network is allowed to request the details of the transaction from XXXX XXXX  XXXX not me. Why hasnt Fiserv/ Money Network contacted XXXXXXXX XXXX to discover the truth about my claim? Why does Fiserv/Money Network insist on repeating falsehoods rather than conducting a full and fair investigation? Could it be that they are in on the steal and that the money was never really sent to XXXX XXXX 
Whatever Fiserv/Money Networks motive is for serially denying my claim without providing believable documentation is secondary to me.

The primary issue here is that Fiserv/ Money Network has falsely denied my claim and owes me {$1400.00}. I am asking that Fiserv/Money Network stop the steal by doing the right thing and pay me the money which it owes me. I will not rest until this happens. If Fiserv/Money Network is an honest company, it should not hesitate to provide account ownership documentation from XXXXXXXX XXXX  XXXX I can not and will not accept Fiserv/ Money Networks word alone.

In conclusion, I would ask that Fiserv/Money Network limit its response to this complaint to providing authentic written documentation from XXXXXXXX XXXX which unequivocally supports its denial of my claim. How did Fiserv/Money Network learn that my sister had an account at XXXXXXXX XXXX XXXX Since Fiserv/Money Network has learned something to deny my claim, it must now teach me and the CFPB by providing written documentation of what it has learned. Additionally, I would ask that the CFPB request documentation from XXXXXXXX XXXX concerning the disputed transaction.

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