Consumer complaint received 2026-04-19 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Problem using the card to withdraw money from an ATM
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
I received a tax refund from the government a few year ago during the pandemic and instead of receiving the money into my bank account like I usually do, I received a Money Network debit card. I thought it was some mistake and I looked it up online and discovered that this was legit and not a scam. I immediately tried to investigate how to transfer that full balance of the refund from card into my banking account so that I could use it. I followed the directions that I found on their website and consistently received error messages. I called and talked to several representatives and when I asked to speak to someone who could actually help me with the bank transfer option, I was retold the steps that I had already been though several times and I explained that it wasnt working. I even went through the steps while I was on the phone with the representative and received additional error messages. I dont have exact dates because this has been something that Ive been trying to get resolved off and on for years and Ill forgot about it for XXXX months, then when I remember, Ill try to get the money again. The representative apologized for the bank transfer option not working and encouraged me to use the card as a debit card for purchases or to use one of the fee free atms. This was unacceptable advice for me. The card initially came with {$350.00} pre loaded. When I fist got it, I spent {$100.00} on something, so now there is a reming amount of {$250.00}. I DO NOT want to used this card for purchases because because its hard to guarantee that transactions of even dollar amount so that I dont leave any remaining money on there card. The last time ( before now ) that Ive tried to use an atm machine for withdrawal was in XXXX or XXXX. I used the atm located on their website, I went to the store to use it, I put in my card, entered my PIN number, selected the amount that I wanted ( has to be multiples of {$20.00} so I would only be able to potentially get {$240.00} and not the full {$250.00} on the card ), waited, then received a message that the transaction was declined. I tried a couple of more times and received the same message. Needless to say I very frustrated. Every now and then I would check different website to see what others were saying about the Money Network card and how they were able to access their money. Just recently, XX/XX/XXXX, I checked the Money Network website to see if there were new/updated instructions on how to get the money off of the card besides just using it at stores for purchases. Decided to try the atm route again. I called one store to see if their machine was functioning and I was told that it just ran out of money. I called because Ive encountered non-functioning machines before after Ive gone out of my way to get to the location. Ive also gone out of my way to use a machine only for my transaction to be declined. On Saturday, XX/XX/XXXX, I went to an atm that I identified using the atm locator on the Money Network website, I put in my card, entered my pin, selected the amount that I wanted, {$240.00}, because again it has to be multiples of {$20.00}, waited, and the transaction was declinedagain. Im tried of this saga and I just want my money. ALL of my money, so I can use however, whenever, and wherever I want. The card expires XX/XX/XXXX and after that I will have to request a new card and the saga will continue. It shouldnt be this hard or difficult to get all of my money.

Company response to consumer: Closed with explanation