Consumer complaint received 2024-03-25 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
On XX/XX/XXXX, My one week new issued money network prepaid XXXX debit card for XXXX had fraud activity. There were 3 separate ATM withdrawals taken. XXXX at XXXX  XXXX XXXX in XXXX, XXXX  and XXXX at XXXX XXXX XXXX ATM in XXXX, XXXX. XXXX. {$300.00} XXXX. {$200.00}. XXXX. {$120.00}. However, my debit card was with me in my possession XXXX miles at home. I never gave my pin to anyone, never authorized anyone to use my card and had never been out of my possession. Upon receiving new debit card in the mail priori to XX/XX/XXXX in preparation of XXXX changing payment carriers. My card was remained sealed in delivery envelope until I activated it in my home using money networks phone system and mobile card app they provide to set up card alerts for transactions, Balance alerts and any purchasers. I was never alerted via text to my device listed or my email. I never received any notifications my debit card and PIN being used to make ATM withdrawals. Yet debit card in my possession during this fraud activity. I wasnt aware my account had been drained until I tried to use it and it was declined. I immediately pulled up mobile app to view balance and it showed a {$1.00} available and the 3 ATM bank withdrawals. I called customer service right away to report fraud and have card blocked. I received a letter from money network same week dated XX/XX/XXXX stating their investigation determined no fraud activity or account take over had occurred because my PIN had been used to authenticate withdrawals taken. My dispute claim was considered denied and closed, no replacement of funds owed to me. They only give 10 days for a preliminary time to complete dispute for card recipients, but made their decision in less than 3 days. The letter sent by their Dispute Department provides a contact name, phone number and extension if you wish to request copies of documents used towards dispute complaint decision. No one answers. You are put on hold, then hung up on again and again and again. I wanted to speak with someone in charge and file an appeal and no one would help me or answer my questions. A few Days later after my XXXX, I was able to find a contact number for their dispute center and was given an email to send an appeal to their decision. Only days later to have it kicked back stating server not accepting mail. It is a complete run around. 
Meanwhile, the criminal who hacked my debit card and PIN information, duplicate card I am assuming is spending {$630.00} of my benefit payment and causing me a serious financial hardship and not being pursued for criminal felony charges. Money network does not want to replace my funds that were stolen from me and are FDIC insured. Money network protects the criminal and themselves. Not the Consumer. After making many repeat calls over and over again, having to raise my voice, file a law suit and contact my local Senators. I was transferred to Dispute Department and given correct email address to file an appeal to my denied dispute claim be reopened. I have not received any email confirming receipt of my appeal or documents they used to investigate my fraud dispute and decline my claim. 

All bank ATMs have cameras, some with face recognition, cameras around their location. Money ( currency ) dispersed through ATMs have their serial numbers recorded for each transaction. This would help the Police or FBI to follow where the money was spent. Money Network is such a disappointment. They have wasted valuable time collecting necessary information that could lead to or make an arrest. I want to prosecute to the fullest extent of the law. When you ask Money Network Representatives questions any related to your debit card. Its always they dont know. They have no idea. Well, I know for a FACT, someone hacked my debit card information and PIN and stole my benefit funds using an ATM 3 times in same day committing felonies and Money Network should be treating my dispute claim very seriously. Why have I not received my insured funds back to my account? Please direct me to someone who can help in having money network replace my funds and cares about making a difference. I had a XXXX  appointment for my pre XXXX in XXXX the day I think my debit card information stolen. I went to a plant nursery, got gas for drive home ( XXXX minutes ) away and convenient store when my appointment was over. I had a lot on my mind. Obviously, criminals only have one thing on their mind. Stealing, Abuse the System and want something for nothing. Money Network should be sending a clear message that they prosecute criminals and fraud to the fullest extent possible to any person or persons willfully and knowingly committing any kind of act related to stealing their clients identities, financial records and account funds in any manner.

Company response to consumer: Closed with explanation