Consumer complaint received 2025-10-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Unexpected or other fees — 
Company: FISERV FINXACT CORE
State: GA

Complaint narrative:
I am a small business owner and on XX/XX/XXXX while checking my business checking account, I saw that {$5000.00} was withdrawn from the account by my merchant account. I immediately checked my XXXX merchant statement and saw that the fee was assessed on XX/XX/XXXX. I then called customer service to get more information. The customer service agent said it was a surcharge violation fee from XXXX. When I asked when this occurred, she told me on XX/XX/XXXX and there was an email sent and a phone call made on XX/XX/XXXX. I then asked who sent the email and who made the phone call. She said the email came from XXXX  and the call came from an XXXX number. I told her I was not in any violation and needed to talk to someone to rectify this. She then connected me to XXXX ( XXXX ) XXXX, XXXX XXXX for Fiserv. He gave me a brief summary of the notice that XXXX  received stating I did not have proper signage regarding surcharge fees. I adamantly told him I had signage. He sent me his contact information, and I sent him pictures of the signage on my counter and pictures of cash and credit card transaction receipts. On XX/XX/XXXX I followed up with XXXX about the fee charged and informed him according to XXXX 's website I was supposed to have been given 30 days ' notice to have the opportunity to refute the complaint which I did not receive and told him I had gone through every email and phone call ( business and personal ) and have no record of receiving and form of notification from Fiserv. On XX/XX/XXXX I received a response from XXXX saying XXXX will not reserve the assessment due to this being the 2nd notification. And said he was showing 4 attempts to contact me with a voicemail and phone number to call back and to contest the decision I would have to go to XXXX for further action. I asked by whom and when were the contact made and when was the complaint filed. Later that day I called customer service again and that is when XXXX told me the notes state that a call was made on XX/XX/XXXX and a voicemail left and again an email, but with no additional information. She was kind enough to give me a test call to make sure I could receive calls. I went back into my deleted voicemails for XX/XX/XXXX and found a voicemail from an unknown XXXX number with a message " I'm I'm Thank you Thank you and have a good day ... '' On XX/XX/XXXX I sent XXXX an email with my findings and pictures of all the voicemails I had received on XX/XX/XXXX with screenshots of them and asked what the other dates were besides the XXXX and found it very unsettling that he was telling me I got 30 days ' notice but couldn't tell me when and asked him for the phone number or point of contact for XXXX. On XX/XX/XXXX XXXX responded and said after doing more research the {$5000.00} violation was received on XX/XX/XXXX attempts to contact me were made on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX from XXXX. Again, I went back to my voicemails and found the voicemails except XX/XX/XXXX. I responded by asking him what about the email and why did it take so long to get that information to me since I had been asking for the information since XXXX and told him the dates don't make sense. I did not get 30 days ' notice when the first attempt was 2 weeks after you received the notice and only 2 days before the fee was assessed. He said they go by what the compliance department tells them and asked if I had proof of XXXX 's 30 notification before fees are assessed. I told him I did and then asked him for the documents I previous mentioned and submitted a dispute letter to him to forward to XXXX. I followed up with him on XX/XX/XXXX & XX/XX/XXXX. On XX/XX/XXXX he responded and now said the XXXX was assessed up front by XXXX based on a REAUDIT and that when customers call XXXX  they end up speaking to random people and get misleading information and if they send the dispute letter XXXX  can pass another {$5000.00} for the appeal and the amount is cumulative to the XXXX already received. I responded by telling him I was very confused now and asked if he could explain the REAUDIT and how it works. I didn't receive a response and that was our last communication.

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