Cash Edge

Review: The short story is that CashEdge has placed an unauthorized hold on an account and refuses to release it.

On August *, 2013 my boyfriend lost his Walmart Money Card. He called and ordered a new one. He wanted to access the money while waiting for his card, so he asked me to complete a 'bank-to-bank' transfer through my Huntington Bank account. We set up the transaction, not knowing that in order to successfully complete a bank-to-bank transfer, I would need to own both the sending and receiving accounts. As such, the transfer failed on August **, 2013. on August **, 2013 my boyfriend's new Walmart Money Card arrived in the mail. On August **, 2013 he attempted to activate the card online, and was told this was not possible and to call to activate. Upon calling, he was told that the card could not be activated as there was a hold placed on the entire account by a company named 'CashEdge', but they had no contact info for this company. They advised my boyfriend he had to figure out how to contact CashEdge to have the hold removed. A quick [redacted] search revealed that CashEdge had been purchased in 2011 by Fiserv, and only Fiserv's website would come up when searching for CashEdge. We contacted Fiserv, however they claimed to have no knowledge of any such transaction. I then contacted Huntington Bank to attempt to resolve the issue. After quite a bit of back and forth, I found out that Huntington Bank used a third party to process the bank-to-bank transfers - yep, you guessed it - CashEdge again! After several more phone calls to all three companies, plus one additional call to Green Dot (a company that helps handle the Walmart Money Card accounts), we were repeatedly told that CashEdge had the hold, that none of them could remove it, and that Fiserv did not know anything about the issue. An additional call to Walmart Money Card revealed that (suddenly, after about a week of contact) they had a number for CashEdge. We contacted this number and had to leave a message. They just called my boyfriend back, and after 45 minutes of discussion, they hung up on him, but not before they also denied responsibility and re-directed me back to Huntington. At this point, the $500 (which is a lot of money to us!) is STILL tied up, and tomorrow his next paycheck will be direct-deposited into the frozen account. His employer was unable to stop the deposit in time for this pay period. This is BEYOND ridiculous, we've spent hours of our time on the phone, and still no resolution.Desired Settlement: Release the hold on the account IMMEDIATELY!

Business

Response:

To Whom It May Concern:

I am a Paralegal in the Fiserv, Inc. {'Fiserv") Corporate Legal Department. We are in receipt of your September *, 2013, letter regarding Revdex.com complaint #[redacted]. Please note, Fiserv acquired Case Edge in 2012.

Fiserv received a duplicate complaint from the Revdex.com of Wisconsin on August **, 2013, complaint # [redacted]. Fiserv responded to this complaint on August **, 2013. On September *, 2013, the Revdex.com of WI Informed Fiserv that the customer has not submitted any comments to that response, and that the Revdex.com will assume that this matter has been resolved and will close this case accordingly. It is unclear why Fiserv received a duplicate complaint. A copy of Fiserv's August [redacted] response to the Revdex.com of WI is below.

"[redacted] is a client of Huntington National Bank (CashEdge is service provider of TransferNow Service to Huntington National Bank). TransferNow is a service offered to consumers who own accounts at two or more financial institutions, for the purpose of transferring funds between such institutions. In this case, [redacted] attempted to add to a third party bank account to her Huntington Bank account. as she clearly states in her complaint. This third party account belonged to her boyfriend, not to herself which is not the product's intended use. As a result, the transfer request she attempted was cancelled and not processed. Subsequently, the company that supported the Boyfriends account (Walmart serviced by GreenDot) placed a hold on the card when the transaction attempted to process. They confirmed that the hold was placed due to a reported 'lost card' by [redacted]'s boyfriend and that she was not a signer on the Walmart account.

As the transaction was cancelled, there were no transfer of funds by Fiserv and the matter was referred back to [redacted]'s bank for further research and resolution. Huntington Bank contacted her on 8/** confirming the actions they took and what further steps she should take to resolve the matter. As of that date, we were advised by our client that the matter had been resolved.

On 8/**/13 Fiserv Risk Team confirmed with GE Capital that the hold on the card had been lifted."

I have updated the information on your website to please contact me via email at [redacted] when a complaint has been received. If you have questions, please do not hesitate to contact me at ###-###-####.

Thank you.

Sincerely,