Consumer complaint received 2024-10-07 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: FISERV FINXACT CORE
State: DC

Complaint narrative:
I am writing to formally file a complaint regarding two unauthorized transactions from my Money Network account, as well as the lack of appropriate security measures and support I have experienced throughout the dispute process. Although Money Network is the bank I am dealing with, this formal complaint is against Fiserv, the company that owns and operates Money Network. 

I work as a server/bartender at P.F. Changs and receive my wages in the form of tips through Money Network, which loads my earnings onto a prepaid card the day after each shift. I have held this account since XX/XX/year>, without any issues, until XX/XX/year>. 

On XX/XX/year>, while at a restaurant, I attempted to pay a bill of {$96.00}. The waiter returned to inform me that my card had only been charged {$9.00}, which was concerning because I knew I had at least {$600.00} in my account. Upon asking the waiter to rerun my card, it was declined. I promptly called Money Networks customer service, where I was informed that my account balance was {$0.00}. Alarmed, I immediately checked my Money Network app and saw that an amount of {$610.00} had been transferred to an external bank account that did not belong to me. 

I filed a dispute on XX/XX/year>, and was told I would receive a dispute form in the mail, which needed to be completed and returned with supporting documents within 10 days. I was also advised that the investigation could take between XXXX and 90 days. In the meantime, my compromised card was canceled, and I was issued a temporary card number until a new card arrived. I received the first dispute form on XX/XX/year>, and sent it back via email on XX/XX/year>. The first dispute case ID is XXXX. 

On XX/XX/year>, Money Network provided a provisional credit for this dispute ( Case ID XXXX ), the dispute filed on XX/XX/year>. 

After receiving the new card and completing the dispute process, I activated my new card. However, just XXXX day later, on XX/XX/year>, {$480.00} was again transferred to an external bank account that was not mine. I filed a second dispute on XX/XX/year>, and was informed that my account would need to be closed and a new account would need to be set up through my employer. I received the second dispute form on XX/XX/year>, and sent it back via email on XX/XX/year>. The second dispute case ID is XXXX. 

I am deeply concerned that after the first unauthorized transaction, Money Network did not implement any safeguards to prevent further unauthorized activity on my account. I now have two different routing and account numbers for the external accounts the funds were transferred to, neither of which belong to me. Despite filing the first dispute and having my account compromised twice, no alerts were sent to notify me of these transfers, and my account information was changed without my knowledge. 

Additionally, Money Networks representatives have provided inconsistent and confusing information. I was told that even if I am granted a provisional credit, it must be deposited into the compromised account, which remains vulnerable. I have also received conflicting instructions regarding whether the account can be closed, with representatives citing different requirements about account inactivity or ongoing disputes. This has prevented me from fully using the new account set up through my employer, as the old account must be closed first. 

Due to these security failures and the conflicting information I have received, I filed a police report on XX/XX/year>, and submitted a complaint to the FBI XXXX on XX/XX/year>. The police report number for this case is XXXX. 

Please find attached all supporting documents, including the details of both external accounts the money was transferred to, the times and dates of each transfer, copies of both dispute forms, and the letters sent to Money Network in support of the disputes. 

I am requesting your assistance in ensuring that my disputes are handled appropriately and that I receive provisional credits without further jeopardizing my finances. Additionally, I seek clarification on why no protective measures were taken after the first unauthorized transaction and guidance on closing the compromised account permanently.

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