Viewers have been flooding our 7 On Your Side inbox with pleas for help to get money off their cards or find out why they never got one.
Money Network, the contractor that is disbursing the state funds to California taxpayers, has so far not resolved more than 150 cases 7 On Your Side brought to its attention.
Viewers have said they've run into a range of roadblocks to getting their funds. Money Network has simplified the automated phone system, so cardholders should be able to unlock their funds. Those with missing payments should be able to find out whether they have money coming.
The state's Franchise Tax Board says Money Network deactivated many cards that were left unused for 120 days or more, so they will need to have the card reactivated.
Others may have lost a PIN number, card number, or never received a card or check. Here is what to do to resolve some of the most common issues with the Middle Class Tax Refund cards.
For help, contact Money Network at 1-800-240-0223 and select options based on your problem.
IF YOUR CARD GETS DECLINED TRYING TO MAKE A PURCHASE, OR WITHDRAW FUNDS AT AN ATM OR BANK:
- Call Money Network at 1-800-240-0223 and select Option 2 for "Problems with debit card."
- You will have to enter the last six digits of your Social Security number (use the SSN for the primary taxpayer on your tax return) and your ZIP code.
- Alternatively, if you know your card number and PIN, select Option 1 to get to the customer service menu. That menu will give you options including electing to receive a check in the mail for your refund, or have your money transferred to a bank account.
- To speak to an operator, select Option 0. NOTE: the office closes at 5 p.m. Pacific Time, so Option 0 is not available after that time.
IF YOU...
- Can't remember your PIN number
- Do not have your card number
- Threw out your card by mistake
- Believe your card was stolen
- Or were eligible for a debit card but never got one...
- Call Money Network at 1-800-240-0223 and select Option 3 for "Help with replacement, lost or stolen card."
- You will have to enter the last six digits of your Social Security number (use the SSN for the primary taxpayer on your tax return) and your ZIP code.
- If there is an account with your SSN, you will be transferred to an operator.
- You may be asked to answer a series of ID verification questions such as identifying addresses you have been associated with.
- If your account is restored, make sure the agent also activates it or request a check in the mail.
IF MONEY NETWORK'S AUTOMATED SYSTEM SAYS THERE IS NO ACCOUNT ASSOCIATED WITH YOUR SOCIAL SECURITY NUMBER...
- Make sure you are using the SSN of the primary taxpayer listed on your tax return.
- Also, the Franchise Tax Board states many Californians may not realize a refund was directly deposited into their bank accounts, so check your bank records. About 7 million Californians who receive their tax refunds via direct deposit would have received their Middle Class Tax Refund direct-deposited into their bank accounts -- not by debit card. Therefore, Money Network would not have an account in their name. Most of those deposits showed up in taxpayer accounts between October 2022 and February 2023. They all would be listed as "FTB MCT REFUND MCT REFUND."
The California Franchise Tax Board told 7 On Your Side: "We encourage everyone to double-check their bank account for a payment from 'FTB MCT REFUND MCT REFUND' as the depositor." They also note that "eligibility for a MCTR payment was determined based on the taxpayer's 2020 tax return filed."
FTB also stated: "We are not aware of any major issues with Money Network customer service. Customers can access their accounts through Money Network's phone line and receive answers and, if necessary, live agent support. In the past week, the vendor updated the choices on its customer service line for ease of access to the various options."
Middle Class Tax Refunds are exactly that: a tax refund. So Californians who did not earn enough money to pay state taxes in 2020 were not eligible for this refund. Many seniors on Social Security did not receive a refund.
Take a look at more stories and videos by 7 On Your Side.
7OYS's consumer hotline is a free consumer mediation service for those in the San Francisco Bay Area. We assist individuals with consumer-related issues; we cannot assist on cases between businesses, or cases involving family law, criminal matters, landlord/tenant disputes, labor issues, or medical issues. Please review our FAQ here. As a part of our process in assisting you, it is necessary that we contact the company / agency you are writing about. If you do not wish us to contact them, please let us know right away, as it will affect our ability to work on your case. If we are able to assist, we will reach back out to you.