Consumer complaint received 2024-08-02 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:
In XXXX, XXXX switched from XXXX XXXX XXXX XXXX Money Network, XXXX advised us that we should receive our new card from Money Network by XX/XX/XXXX. I never received it so I called Money Network to make sure that its still on the way and they tell me that the card has been activated and Even provided the phone number and email address used to register the card which were not mine and also that {$500.00} has been spent, I had also just gotten another payment so there was money left on the account so they transferred the remaining funds to a new checking account and closed my first account and told me I would receive my new card within XXXX weeks. It is now around XX/XX/XXXX and I still have not received my new card containing the funds from the old one as well as new funds from XXXX so I called Money Network again and once again they tell me that someone else has registered my card and spent money, this time {$700.00} at XXXX XXXX ATM as well as a {$1.00} banking fee so they close my XXXX account and open a third and tell me once again I will receive my card in XXXX weeks. I asked if the funds will be transferred to my new account and they say theyre not able to do this, and that checks have to be mailed to me, which was very confusing because they transferred funds from the first to the second but now theyre telling me they cant from the second to the third. I received a check for about $ 500 months ago from the first account and was still waiting for my claim to be approved for the remaining {$700.00} that I still was missing. I get a letter in the mail that my claim had been denied because there was use of pin, even though I already expressed that I never had the card and that It was not me that registered it so of course they used the pin they set up. I called them and they told me that I need to send an email explaining that I didnt have the card nor set the pin. I do but never receive a response. So a week later, I call back and Im informed that they havent responded because theres a specific form that I have to send even though no one told me that when I just called a week ago she helps me create the form and I finally sent the correct appeal form XX/XX/XXXX. I called to confirm this in a couple days and they told me that yes my appeal has officially started and would be closed in 45-90 calendar days. I called to get an update multiple times since I submitted the appeal form XX/XX/XXXX and the last substantial update I got Was about a month ago when I was informed that they are just waiting on the ATM footage to confirm it was not me. Since then when Ive called Ive been told to just keep waiting until XX/XX/XXXX, that it will definitely be resolved by then and theres no notes at this time. XX/XX/XXXX I called again and was once again told to just keep waiting and that theres no notes But I was told this time that it should definitely be finished by Thursday, XX/XX/XXXX and to call back then. On XX/XX/XXXX, I was once again told that theres no notes and to call back next week. I asked why its taking longer than the XXXX calendar days that I was guaranteed and she didnt have a direct answer.

Company response to consumer: Closed with explanation