Consumer complaint received 2025-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FISERV FINXACT CORE
State: WA

Complaint narrative:
A {$9000.00} charge was erroneously put on a debit card transaction in XX/XX/XXXX. The XXXX XXXX account of the debit card was provided a provisional credit of {$9000.00}, which was then deducted in XX/XX/XXXX. In XX/XX/XXXX the merchant that the erroneous transaction occurred at made a chargeback of {$9000.00} to XXXX XXXX, realizing this was an error. The {$9000.00} was to be credited to the debit card account used in the erroneous transaction. The {$9000.00} was not deposited into the account and XXXX XXXX is claiming there must have not been a chargeback. XXXX XXXX will not investigate further and the payment processing company, Clover, has not provided proof of the chargeback. 

On XX/XX/XXXX XXXX XXXX made a purchase at XXXX XXXX XXXX with his XXXX XXXX debit card for an {$11.00} beer. He accidently entered {$9000.00} in the tip screen thinking the screen was for PIN number ( his PIN is XXXX ), making the purchase for {$9000.00}. 
On Monday XX/XX/XXXX I, XXXX XXXX, called XXXX XXXX and explained the error made by XXXX and asked for advice to remedy the problem. The bank rep said she would take care of it and start a dispute. The bank rep advised incorrectly, as she should have said that XXXX XXXX can not be involved in this type of dispute since it is a human error. I did not know she advised me wrong and I did not reach out to the merchant. On XX/XX/XXXX, {$9000.00} was deposited into our XXXX XXXX account, unknowingly as a provisional credit. 
On XX/XX/XXXX I came home from a weeklong travel and had a letter from XXXX XXXX dated XX/XX/XXXX in my mail. It states the bank has determined there was no error and that my account was charged the correct amount for the transaction ( {$9000.00} ). As a result, on XX/XX/XXXX, they will deduct the provisional credit of {$9000.00} provided earlier. The {$9000.00} was deducted and my account went into overdraft. 
On XX/XX/XXXX, I contacted both XXXX XXXX and the merchant, XXXX XXXX XXXX XXXX XXXX XXXX by phone. XXXX, the merchant told me he returned the {$9000.00} to XXXX XXXX as a chargeback. XXXX XXXX claims they never received the {$9000.00} chargeback. 
Over the next XXXX weeks I made almost daily phone calls to XXXX XXXX and received four emails from escalations department, in which I responded to. During this time I communicated with XXXX, the merchant, via text numerous times. XXXX told me he agreed to the chargeback on XX/XX/XXXX. He provided me images of the chargeback withdrawal from his bank on XX/XX/XXXX for {$9000.00} and the statement from his card merchant services showing the chargeback dispute started on XX/XX/XXXX. 
XXXX XXXX continues to claim the {$9000.00} was not deposited to XXXX XXXX. In the four written responses from XXXX XXXX and when talking to bank reps, I am repeatedly told to reach out to the merchant despite the fact I have told everyone I am in contact and working with the merchant. XXXX XXXX states they have closed the case. I am continuing to work with XXXX, the merchant, to obtain further proof of refund/chargeback. 
Over the past month I have continued to pursue XXXX XXXX for a thorough investigation of this chargeback. I have also continued working with XXXX XXXX, the merchant, to obtain documentation showing the trace of funds with Clover, the payment processing company he uses. XXXX has spoken to the company reps at Clover who tell him they will provide the trace funds ( transaction history ), yet this has not happened. At this point, the only way to determine where the {$9000.00} has gone is for Clover to provide the proof of refund, or chargeback.

Company response to consumer: Closed with explanation