Consumer complaint received 2025-11-02 00:00:00
Product: Prepaid card — Payroll card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: FISERV FINXACT CORE
State: PA

Complaint narrative:
I opened a XXXX XXXX card through my employer in XX/XX/XXXX. Starting XX/XX/XXXX, my account has been locked/frozen every month some times twice a month. They claim this is to verify my info. I would have to call give all my info and they would release the hold. The first few times though it was annoying, I didn't say much as they would unlock it upon me calling. They would also send me letters saying they were going to lock it on a certain day off I didn't call to verify. Then starting around XXXX they sent letters saying they required me to send proof of residency and id to an email they requested, XXXX or they wouldn't release the hold. I told them I did not feel comfortable sending my info to that email as upon looking on XXXX it said that they would never request us to do anything via email, so I thought that was a scam. By this time I was getting really annoyed having to verify my info every month, some times even twice a month. They were still unlocking the account via phone verification, though. Then in early XXXX they refused to unlock it until I sent the requested info to that email. I requested to speak to whoever was in charge and they told me the same thing. I sent the email as they requested, exactly like the letter stated and they still refused to unlock it. They said I didn't send the info, even though I explained I did and I have email proof that I did. They eventually unlocked the account after much back and forth with them. And then not even 2 weeks later it was locked again. I called they unlocked it over the phone. Early XXXX it was locked again and wouldn't unlock it via phone. They claimed they needed me to send proof of residency again even though I told them I already did that and they had unlocked it twice since I sent it, not even an entire month prior. They said they needed me to send separate emails with each document sent as it's own attachment. I had previously just sent one picture with a utility bill and 2 forms of id sitting on top of it. So I did. I sent another email with separate attachments for each picture. My account was locked for almost 3 weeks. They didn't answer any email I sent to them, I had to call several times and finally they unlocked it. I also recorded some of the calls in XXXX, where they stated they had all the info they needed and that this would never happen again. Still, in XXXX my account was again locked, they unlocked it via phone call. Late XXXX I had severe health issues and spent 2 weeks in the XXXX.i was released XX/XX/XXXX, account was locked again. I called and explained I needed to purchase XXXX XXXX medications and needed my account unlocked immediately. They unlocked it via phone and not a week later it was locked again! This time they wanted me to send proof of residency again. They claimed the last email I sent wasn't sufficient info even though they had unlocked it using that same info. My account was locked for another week. I sent the info a second time on XX/XX/XXXX and they unlocked it XX/XX/XXXX. I had previously threatened a civil lawsuit as this has been not only frustrating, and embarrassing, they had cost me extra money and affecting my credit. While my card was locked my rent was late causing me a {$35.00} fee, my utility bills were late, I lost a security deposit with my electric company for missing a payment, and I lost my perfect bill pay streak with XXXX XXXX. I also was unable to purchase gas to go to work, I had to call off multiple days in a row, I couldn't purchase food or necessities I needed. My car payment was late twice because of all of this. I was embarrassed by having my card declined at XXXX multiple times. I had to walk away from a {$150.00} purchase as they wouldn't unlock it over the phone. None of my info ever changed from the time I opened this account in XX/XX/XXXX until I moved in XX/XX/XXXX. They had no real reason to lock my account at all. I asked why this keeps happening and they always tell me this not sure and apologize for it. I even asked if it was because I had an old XXXX XXXX card with a different address on it that I don't use anymore and they told me no that's not why. I was hung up on twice as I was demanding answers during these times. This last time it was locked again on XX/XX/XXXX. On XX/XX/XXXX I sent a very detailed email, almost like this one, asking why this keeps happening. I got no response. I called them again on XX/XX/XXXX and was told a hard hold was placed on my card and I needed to verify my info. I got really upset and demanded to speak to someone in charge. I was placed on hold for over 10 minutes to which she came back and said there was no one in the higher office to call back during business hours. I got more upset and said it is business hours. You're open until XXXX, to try again I would wait. The rep got rude and told me to wait I was put on hold and a minute later the call disconnected. I called back and told the new rep that I was also recording the call as I was just hung up on. She's told me she reviewed my account and doesn't understand why they placed another hard hold on my account as she can see it was verified and accepted on XX/XX/XXXX. She said she's never seen anything like this and that she was trying to connect me to their higher office. I was on hold for 40 minutes and no one ever came back to the call so at XXXX I hung up. My card is still locked and I have to wait until Monday to even speak to someone in the higher department to get my card unlocked. I am beyond tired of this. I feel like I'm being targeted as they can never provide me with a reason that this is happening. I shouldn't have to verify my info when nothing has changed. I also shouldn't have to keep sending them proof of residency and id when nothing has been changed or disputed. They should have to pay for my fees I have incurred because of them also for my stress and aggravation as this was so unnecessary and from no fault of my own. If my paycheck wouldn't be delayed by a week from switching direct deposit to another bank I would have done that a long time ago. I also was dealing with several severe health issues and it was just too much to think about and deal with. I regret not switching sooner, but they just kept promising me this wouldn't happen again each time the hard hold was listed. And since I had them on a recording saying that I believed them. I can not keep going through this every month though. My rent is again late for XXXX because of this company and I will again have to pay another late fee for no fault of my own. This is beyond ridiculous and feels illegal. This is my money! They have no right to lock my account so many times for no good reason. And each time I send the proof to the email they request it takes them days to verify. So it's never unlocked right away.

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