Consumer complaint received 2025-07-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: FISERV FINXACT CORE
State: TX

Complaint narrative:
On XX/XX/XXXX I received a text message notification for my husbands card with XXXX  XXXX XXXX XXXX asking if it was me that was using the card. In shock as the card had not been used since XXXX of XXXX  I called the number on the back of the card and stated this was not my husband or I using the card and to please immediately block and close it down as the card was in my possession. They proceeded to close the card an open up a case to close the cards down. The agent involved also advised me that in order to receive a replacement card I must pay them {$10.00} even though this was due to fraud/theft. This is where I learned that Fiserv who acts on behalf of XXXX  XXXX XXXX XXXX is where I called due to it being outside of normal business hours. The following day I sent a email to the credit union where I was emailed back that this was incorrect and they would mail me a card. ( This card has still not been sent out or received to this day ). 

On XX/XX/XXXXXXXX  I received another notification that my card was activated somehow and also being used for XXXX  XXXX XXXX XXXX as I am the primary. Again I quickly closed out the card and called to cancel the card. It was at this time I discovered that the card in my possession was set to expire. I looked at the online banking app for XXXX XXXX with XXXX  XXXX and saw that someone had activated the renewal cards and that is how they were being used. Again I am told that I would need to pay for a new card even though this was due to theft. I then reach out to credit union and I advise again that their servicer Fiserv is stating incorrect information. XXXX from the credit union helps me and send me a new card. ( This card has been received ). 

On XX/XX/XXXX XXXX from XXXX XXXX XXXX XXXX reaches out and tells me that even though she is at the credit union because the servicer is Fiserv she can not provide provisional credit or work my case since its due to Fraud. She advises me that I need to call about the four charges ( XXXX  on my authorized users card my husbands and XXXX  on mine as the primary totaling {$620.00} ) to request provisional credit. 

I call on XXXX as I had family in town and could not do this immediately where I was then told cases have not been worked to date and I would need to wait as they are in queue. 

As time passes through XXXX I see that provisional credit had not been added till well after XX/XX/XXXX causing my credit report to update from {$0.00} balance to {$620.00} for charges we did not complete. I call and there was no status update around the XXXX. 

Two weeks later around XX/XX/XXXX I get a letter in the mail and finally see that the card has been brought to {$0.00} balance online. This letter asks me to reach out to the fraud department with XXXX  XXXX but it is actually Fiserv working on behalf of the credit union. I call them about both cases ( which today on XX/XX/XXXX I find out they only documented XXXX case instead of XXXX ), and advised during the interview that I do still have the cards in my possession but the cards that were used were the renewal cards that were activated by someone who stole our mail from the mailbox. I had not at that time filed a police report as the U.S Postal Inspection Service had notified me that a criminal investigation in conjunction with the authorities was already under way for the mail thefts that occurred in XXXX and XXXX in our community ( I do have a case number for this as well ). 

My complaint is that on XX/XX/XXXX I looked at the online app where I noticed that the {$620.00} and re-appeared and posted to my credit card. I reached out again to Fiserv working on behalf of XXXX  and they advised me they were closed as the investigator determined a physical card was used therefore I am responsible for the transactions. I explained they could clearly do their research with XXXX and determine which cards were used along with check which phone # and/or IP address activated the renewal cards. They told me they do not re-open nor will they assist me as a physical card was used and it was determined to be in my possession. I escalated this to a supervisor also requesting said information in which I was told again they would update notes but I am responsible for the charges. I then called the credit union and spoke with XXXX and advised that this is egregious and I would certainly be filing a complaint and a official credit report and adding this situation to the ongoing criminal investigation with the US Postal Inspector. She advised that she was going to do some additional research and then get back with leadership to provide a solution. 

A follow-up to Fiserv and my escalation on XX/XX/XXXX yielded no results. They advised the case ruling would stand and no assistance was provided to me. They admitted no additional research was done and could still not prove that the cards in my possession were used to conduct this transaction. Today nearly two months after the balance remains on my credit card and I have not been treated fairly.

Company response to consumer: Closed with explanation