Consumer complaint received 2025-09-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX. 
Denied Claim Unauthorized Transactions, XXXX XXXX  Account To Whom It May Concern, I am writing to formally dispute your denial of my fraud claim regarding unauthorized transactions totaling {$3400.00} on my XXXX XXXX card in XX/XX/year>. Your letter asserts that these transactions were authorized because they were processed as chip-and-PIN transactions. I strongly disagree, and I request that my claim be reopened and reconsidered under Regulation E ( 12 C.F.R. 1005 ). 1. Unauthorized Use Despite PIN The fact that the transactions were chip-and-PIN does not automatically mean they were authorized by me. Regulation E explicitly protects consumers against unauthorized transactions even if the correct PIN was used. If my card and PIN were stolen or compromised, the law still requires the bank to investigate fully and limit my liability. 2. Evidence of My Location Your denial overlooks a critical fact : I was not in XXXX when several of the disputed transactions occurred. I was in XXXX XXXX, XXXX  on XX/XX/year>, the very day you claim my card was being used in XXXX. I can provide supporting evidence, including receipts, phone location records, and witnesses. This makes it impossible for me to have conducted those transactions personally. 3. Timeline of Discovery and Reporting I reported the card stolen on XX/XX/year>, immediately upon discovering the fraud. This was well within the XXXX window required under Regulation E. My liability should therefore be limited, and I should not be held responsible for thousands of dollars in fraudulent transactions. 4. Request for Documentation I am requesting the following under my rights as a consumer disputing unauthorized transactions : Copies of transaction logs, terminal IDs, and merchant names/locations. Any available ATM or merchant surveillance footage. Evidence supporting your conclusion that these transactions were authorized. 5. Regulation E Compliance Regulation E requires that financial institutions resolve disputes in good faith and not dismiss claims solely because the correct PIN was entered. Your denial appears inconsistent with these protections. Requested Resolution I respectfully demand that my claim be reopened, that a thorough investigation considering my location evidence be conducted, and that the disputed funds of {$3400.00} be restored to my account. If not resolved, I will continue to pursue this matter through the Consumer Financial Protection Bureau ( CFPB ), the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and, if necessary, through legal action. Thank you for your prompt attention to this matter. Please confirm receipt of this letter and advise of next steps. Sincerely, XXXX XXXX

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