ComplaintsforFiserv, Inc.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I obtained a MoneyNetwork card, a product offered and serviced by FiServ, in approximately September of 2023. In the past several months, I have begun using the card to receive my disability payments. The card advertises itself as offering much of the same functionality enjoyed by a conventional banking product, including ACH direct deposit and debit for recurring bill pays. On August 31 2024, upon transferring available funds that had been loaded onto the card via Mastercard RePower from an account I maintain at another institution, my account was locked at some point mid-day. This blocking of my account appears to have occurred simultaneously with the pending receipt of a direct deposit for my monthly disability payment (received late August 31st 2024 with a settlement date of September 3rd 2024). It seems that MoneyNetwork does not want the account used in a fashion similar to a conventional banking product (i.e., transferring funds to savings or investing accounts held outside of MoneyNetwork/Fiserv), despite publishing literature and paraphernalia suggesting that such use is an acceptable one for the product. Rather, it seems that the product is intended for lower wage workers making interchange-fee-accruing purchases through the debit card. The Indian/Malaysian off-shore risk department deemed this debiting of funds to be "suspicious", even though such activity is routine for millions of people and likely no conventional bank in the ************* would reach such a conclusion with the same facts. I want a timely refund of the balance of my $1,735.00 from my September 3rd 2024 disability ACH direct deposit payment, and the miscellaneous balance of $0.36 = $1,735.36 total, in the form of a paper check issued to my address of record, or issued as a 'Bank-to-Bank' transfer from the MoneyNetwork card to the external transfer account on file with ********************/MoneyNetwork. If this cannot be promptly arranged, I will file a report with the **** and OCC.

  Business response

  09/05/2024

  Thank you for bringing your concerns involving your Money Network card to our attention. After review of the information provided in the above complaint, our records indicate the account is closed and we issued a check in the amount of $1,735.36 on September 03, 2024. You should expect to receive the check within 10 - 15 business days.
  
  If you have any additional questions or concerns, please contact **************** at **************. 
  
  
  Thank you,
  Fiserv

  Customer response

  09/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long story short.....My wife received NJ state benefits for pregnancy and birth. The state contracts with Money Network (Fiserv is the parent) to disperse the benefits. We went to transfer a benefit payment to our personal bank account in the amount of ~$2,000 only to find that our account was hacked, the direct deposit information was changed, and the money was stolen. We received no notification that our account was accessed from a different device, no notification that our direct deposit information was updated, and no notification that a transfer was initiated! We have attempted to resolve with Money Network, but their dispute process is a complete joke. They denied our claim after the "90 day investigation period" and are refusing to reimburse us. We have appealed multiple times and have not received anything other than a denial, despite several key important facts I have brought to light. There is no way to contact the dispute resolution team other than email, in which they then respond ONLY via snail mail. **************** cannot contact them either. It is a complete scam.If you do a real quick ****** search, you will find HUNDREDS of similar stories to mine and handfuls of lawsuits alleging the same thing. This business clearly is not secure and my inclination is they have an internal thief selling people's information and stealing their money. They need to be held responsible. Quite frankly, I am not sure how they are still contracted through several states if this is the product/security they provide.

  Business response

  08/30/2024

  Thank you for bringing your concerns involving your Money Network card to our attention. After further review of your dispute and the information provided in the above complaint, we have accepted and issued final credits in the total amount of $1,948.58 on August 28, 2024. As the account is closed, a check in the amount of $636.00 was mailed on August 28, 2024, and you should expect to receive that within 10 15 business days. 
  
  If you have any additional questions or concerns, please contact **************** at **************.
  
  Thank you,
  Fiserv
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a direct deposit at 830pm August 15th 2024. 15 minutes later a check was processed for $660. Money network claimed they caught it in time and I'd be refunded in 3 to 5 days. I called and they said it had been cashed so I'd need to file a dispute. The check was to a ***** destiny and signed by a *******. Obviously not me. I've been getting ran around and telling me 90 days. This is my rent money and my kids and I are going to be living in my car if I don't get this taken care of.

  Business response

  08/30/2024

  Thank you for bringing your concerns involving your Money Network card to our attention. After further review of your dispute and the information provided in the above complaint, we have accepted and issued final credits in the total amount of $660.00 on August 28, 2024. As the account is closed a check in the amount of $636.00 was mailed on August 28, 2024, and you should expect to receive that within 10 15 business days. 
  
  If you have any additional questions or concerns, please contact **************** at **************. 
  
  Thank you,
  Fiserv
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a small business owner than closed in 2016. I used merchant card services for my credit cards. I closed my account in 2016. Merchant services can verify this. I recently noticed that Merchant Services was still taking out 2 amounts out of my bank account monthly. They were small amounts and I feel stupid that I never noticed until now. Upon calling, I was advised that a second account was opened in my name in June 25, 2018. I opened a fraud case with Merchant Card services. I was told they would be in contact with me in 7-10 days. Today has been 11 days. I called today and was transferred to the fraud department to be advised that they do not speak to the client. That I needed to speak to customer service. I was then told that the fraud department would make a determination in ***** days and mail me the decision. At no time have the spoken to me. If you look up Merchant Card Services, there is ZERO contact info on them. It lists several different banks. I have contacted my bank and placed a stop payment on Merchant Services. I also filed disputes, but because according to them, I had an account open, it came back not in my favor to refund me. I was given the merchant ID by collections because MY name is on the account. I did not have the account number prior to calling them. Phone number to reach Fiserv Merchant Services is **************

  Business response

  09/10/2024

  Ms. *************,

  Thank you for reaching out with the stated concerns. 

  We do show your merchant number ************ was closed 4/7/2016 per your request. Notes on the account also show you called **************** on 6/25/2018 asking to reinstate the account. We are unable to reopen and account that had been closed for two years, you were given the number to sales to open a new account. The new account, merchant number ************ was signed on 6/25/2018.

  Please see the attached merchant agreements for both merchant accounts. Business information along with bank account information were provided and contacts signed. Therefore, all fees billed while account was opened are valid. No refunds are due. 

  If you have questions or would like to discuss further please contact customer service at ************.

  Thank You, Fiserv

  Customer response

  09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have been in touch with this company since the end of July 2024. If you see in the documents that i signed the document in 2015. That was my initial contract with them. I closed my business in 2016. I at no time reopened my business. If you look at the document that is attached that is supposedly from the new account there is no signature. It simply says ****** ***** in text. 
  
  Regards,
  
  *************************************

  Business response

  09/12/2024

  **************************,

  Account information needs to be verified when calling before any information can be released on the call. This verification was completed during the call asking to reopen the account. When the new account was established personal business information including a voided check was provided. At no time when the account was opened and fees being billed, did we receive a call to question or dispute any of the fees being charged. We had no reason to believe this account was fraud. 

  No refunds will be forthcoming. 

  If you have questions or would like to discuss further please contact customer service at ************. 

  Thank You, Fiserv

   

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was waiting for my Calif EDD/Disability debit card, which I never received. I was notified by EDD on 6/6/24 and 7/9/24 that I had electronic benefit payments. I had an expired Bank of America card from the last time I was on Disability in 2017/2018. I called BoA on 7/10/24, the automated message said to call Money Network. On 7/10/24, I advised the rep ***************************** that I needed to order a debit card since I have an old expired BoA ******** have never had a Money Network account or debit card. ****** advised me that there was only $6 in my account & $1541 had already been withdrawn from Citibanks in *******, ** ( 30 miles away from my mailing address ). ****** stated that a withdrawal of $832 had been declined the day before, so there was $6 and a pending $832 in my account. ****** advised me that she was filing a dispute & instructed me to file a dispute via the Money Network Website. On 7/19/24 I submitted a dispute claim for $1541 via email to ******************************************* as all transactions, other than the 2 EDD deposits, were fraudulent as I have never received a card from this business, nor did I make those withdraws or purchases. ****** stated that she opened up a dispute & canceled my card. I requested a provisional credit while Money Network investigated the fraudulent transactions. ****** stated that she had noted all the fraudulent transactions on the account. I called for an update on 7/22/24 & was told that as long as your department received the email by 7/24/24, that I would be within the 10 day window period. I spoke to representative *******, today 8/2/24, who informed me that I was not given a provisional credit, because my dispute was not received within the 10 day period. (email sent on 7/19/24 - well within the 10 day allotted time frame. & the fraudulent charges totaled $2372 and not $1541 as I was originally told by ****** on 7/10/2024. I am requesting $2372 be returned to me due to fraud.

  Business response

  08/23/2024

  Thank you for bringing your concerns involving your Money Network card to our attention. After further review of your dispute and the information provided in the above complaint, we have accepted and issued final credits in the total amount of $1,566.19 on August 21, 2024.

  If you have any further questions, please reach out to Money Network **************** at **************.

  Thank you,

  Fiserv

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The c stated that they credited my account in the amount of $1566.19, however, the amount of money fraudulently withdrawn from my Money Network Debit Card was $2372.

  Please see the attached EDD ********************************************** which shows 2 deposits that were made - 1. $1545.14 on 6/5/2024 and 2. $832.00 on 7/8/2024. All but $7.00 was fraudulently withdrawn from my account. I am requesting an additional credit of $832.00. 

   
  Regards,
  
  ***********************************

  Business response

  08/27/2024

  Our records indicate there was a total of $2,377.14 has been credited back to your account as of August 5, 2024. We apologize as the incorrect amount was provided in our last response, however, if you review your account online or statement the credits will appear as such.
  
  
  08/05/2024 10:29:03 PM UTC Man *** -STAR Provisional Credit - $790.00 $2,377.14 
  08/05/2024 10:28:53 PM UTC Man *** -STAR Provisional Credit - $780.00 $1,587.14 
  08/05/2024 10:28:43 PM UTC Man *** -STAR Provisional Credit - $743.00 $807.14
  
  If you have any further questions, please reach out to Money Network **************** at **************.
  
  Thank you,
  
  Fiserv

  Customer response

  08/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your attention in this matter.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The incident occurred August 1, 2024. I had ran a large amount of credit cards through for a bank who recently merged with another bank. we printed all the forms for the new locations so it was a huge amount of money. the bank uses avidxchange to process all payments. well this credit card processor, Clover (FiServe) stopped payment on $144,590.18 until we could prove it wasnt fraud and provide all the necessary documentation. that was done. they have still not released the funds due to us but has already take some of the fees for that money. i cannot get any to call me. everything is being done via email. all i want is for them to release the money owed us. i last spoke with ******** on August 8, 2024 who said all she could do is email risk management and it would be 24 to 48 hours. I came in to work on August 13 and still have not heard anything. thank you

  Business response

  08/22/2024

  **************,

  Thank you for reaching out with the stated concerns. We apologize for any frustration cause and appreciate you patience while a review was completed on the account. Due to the large increase in volume the account was sent to Security for review of the sales. We were able to verify the activity and funds were released 8/21/24 in the amount of $144,590.25. Please allow up to 48 business hours to see the funds post to your bank account. 

  If you have any further questions please do not hesitate to contact us. 

  Thank You, Fiserv

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been a long time coming, I have had their services for over 3 years now. At one point 2 years ago I called them to cancel cause they were taking 10% out of every transaction that I was making with their pos system. Even though at that time I was only running cards at most twice a month. They said that they would stop taking out the service fees and only charge a minimum transaction fee at 1.8% . This was supposedly documented but was actually never done , so in turn they have continued to remove right at ***** per month since from my business account. On the 6 th of August I ran a card for ****** , the amount deposited was only ******. The transaction prior to that was ***** and I got *****, they have never honored their agreements and continue to steal from my account. I call it stealing cause they made me a deal, and I have a witness that was present the day I had them on the phone ( speaker) , that heard everything and also Knows they lied.

  Business response

  08/15/2024

  ****************,

  Thank you for reaching out to us with the stated concerns. 

  In review of the account, we show that you spoke to an agent on 7/6/22 and at that time the PLATFORM ACCESS MONTHLY FEE of $22.95 was removed from your account. Currently, your account has a federal withholding amount of 24% due to a tax filing mismatch. On 5/4/23 you spoke with an agent and was told to send in your W-9 with the tax ID for your LLC. Since that was not received the funds continued to be held. On 8/14/24 we contacted you to again provide instructions on submitting the paperwork to have the Tax Id updated which will stop the withholding. The paperwork was received on 8/15/24 however it was not filled out correctly, an email was sent to advise of such. Per the email, please make the corrections and return. 

  If you have any further questions please contact **************** at ************.

  Thank You, Fiserv

   

   

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been waiting months for Edd to pay me then when my money network card gets issued my funds were completely wiped out due to fraud money network has the worst security and customer service is horrendous I should not have to wait over a month to get my funds back my info should have never been that easy for a thief to access I am broken I can't pay my bills now or take care of my kids needs I want my money back immediately I will be reporting this to my local news and every social media platform this is unacceptable and a failure on money network's behalf

  Business response

  08/27/2024

  ************,

  Thank you for reaching out with the stated concerns. We are sorry to hear you have had difficulty with your Money Network card. 

  Your dispute was received and is currently under review. On 8/27/2024 we placed provisional credits on the account for your use until the review is completed. You currently have a balance on your card of $2080.00.When the review is completed and a final decision is made you will be notified in writing of the final outcome.

  If you have any further questions please do not hesitate to reach out directly to Money Network.

   

  Thank You, Fiserv

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I still have to recieve the card two cards previously were sent out and stolen the new card has now been issued through express mail but still at risk of possibly getting funds stolen when activated so once i actually receive the new card and withdraw funds safetly then i will close this complaint its unacceptable for someone to be able to hack the system and take peoples funds before they can this company needs to fix this immediately 
  Regards,
  
  ************

  Business response

  09/06/2024

  Our records indicate you were able to successfully activated you Money Network card on August 29, 2024. Additionally, were able to transfer $2,069.00 to ***** bank. 
  If you have any additional questions or concerns related to this matter please contact customer service at **************.
  
  Thank you, 

  Fiserv

  Customer response

  09/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I used to have a merchant account with them they close my account over nine months ago and it was a balance at the merchant account for $4.475 they put the money on hold and its been over nine months. Its 10 months already not releasing the money. The transaction date it was November 1, 2023 they put the money on reserve and its gonna be 10 months already merchant number is ************

  Business response

  08/08/2024

  Thank you for bringing your concerns to our attention.  Our records reflect your merchant account came under risk review due to processing multiple large transactions upwards of $9000.00 with no response or explanation as to what the transactions were for.  Due to the processing concerns, we exited the relationship because of fraud and funds secured in reserve.  The funds are NOT eligible for release and will go through the escheatment process.  If you have any further questions, you will need to contact **************** at **************.

   

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I         
  There is no fraud. Its been 10 months and there is no disputes money they are holding it thats my money and I need it and its been 10 months they dont have a ride to hold the money
  Regards,
  
  ***************************************

  Business response

  08/14/2024

  As stated previously, the funds are NOT eligible for release and will go through the escheatment process. If you have any further questions, you will need to contact **************** at **************.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 24th 2024 I discovered that my MoneyNetwork account has been hacked into, and two transactions into a "personal bank account" were made completely unauthorized by me. One in the amount of $740.05 on July 19th and the other $693.44 on July 22nd. I have since spoken with several customer service ***resentatives. Each *** has told me different courses of action. I am requesting that I be compensated for this occurrence.

  Business response

  08/07/2024

  Dear ****************,

  Thank you for reaching out with the stated concerns.  A final credit of $693.44 and $740.05 for both transfers was issued to your account on 08/05/2024. Funds are available and ready for use
  
  Thank You,  Fiserv
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩