Consumer complaint received 2025-08-25 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble getting information about the card
Company: FISERV FINXACT CORE
State: CA

Complaint narrative:
XXXXADDENDUM #1 (Dated XXXX XXXX XXXX)XXXX XXXX  Claims # XXXX XXXX XXXX XXXX XXXX XXXX XXXXLast 4 Digits of Debt Card: XXXXThis filing is Addendum #1 to my existing CFPB complaint (ID: XXXX) regarding mishandling and fraudulent diversion of my CXXXX XXXX XXXX XXXX  (XXXX) XXXX XXXX XXXX  by XXXX XXXX XXXX and its issuing bank, XXXX XXXX XXXXAt the time of my earlier filing, my online account displayed a notification indicating that a check had bounced, and the partial refund check from XXXX XXXX in the amount of XXXX  appeared not to have cleared. I therefore believed the check had been dishonored. Subsequently, after confirming directly with my bank over the phone, I verified that this check did in fact clear successfully, and the XXXX was credited to my checking account. This Addendum corrects the record to reflect that the partial refund cleared successfully, while emphasizing that the remaining balance of XXXX is still unpaid.XXXXOn XXXX XXXX XXXX, I was formally notified by XXXX that I had been approved for XXXX  in back XXXX  benefits.XXXX late XXXX XXXX, I received a XXXX XXXX debit card issued by XXXX XXXX XXXX  to access these funds.XXXXOn XXXX XXXX XXXX, when I attempted to activate my debit card by phone with XXXX XXXX, I was advised that XXXX in fraudulent cyber transactions had already been processed against my account before I could activate the card. The account was immediately closed the same day to prevent further theft.XXXXOn XXXX XXXX XXXX, at XXXX XXXX direction, I filed a police report with the XXXX XXXX XXXX XXXX (Incident XXXX)XXXXOn XXXX XXXX XXXX, I submitted all required dispute forms to XXXX XXXX by fax, within the 10-day Regulation E deadlineXXXXOn XXXX XXXX XXXX XXXX XXXX issued a check for XXXX, representing the balance of funds that had not been stolen. This check cleared successfully.XXXXAlso on XXXX XXXX XXXX, XXXX XXXX  acknowledged in writing that fraud had occurred and claimed to have credited funds back to my account. However, the account had been closed on XXXX XXXX XXXX, and no refund check was ever issued for the stolen funds.XXXX XXXX XXXX XXXX XXXX XXXX issued two contradictory letters:XXXXOne letter (Final Credit Amount) admitted that $XXXX  in transactions were unauthorized but claimed they were credited to my closed account instead of refunding meXXXXAnother letter (Provisional Credit Amount Reversal) denied two XXXX XXXX XXXX  charges (XXXX and XXXX) as valid, despite providing no forensic evidence and despite the XXXX XXXX XXXX XXXX report confirming that XXXX XXXX XXXX. refused to cooperate with the fraud investigation.XXXX XXXX has stated that such documentation is available upon request. This practice is a bad faith tactic designed to discourage consumers from following up and allows XXXX XXXX to improperly keep funds that should be refundedXXXXI am XXXX years old, do not own a car, and have not held a drivers license for more than 10 years. The claim that I personally made restaurant purchases at XXXX XXXX XXXX. is implausible, unsupported, and a violation of Regulation E.\XXXXTo date, XXXX XXXX has refunded only XXXX (the amount not stolen). The outstanding balance is the original disbursement of XXXX less the refunded XXXX, leaving XXXX still owed to me.'

Company response to consumer: Closed with explanation