Product: Checking or savings account

I am writing to lodge a complaint against the Way2Go XXXX  card, which is used to deposit my Nevada XXXX XXXX benefits. The terms and conditions of the Way2Go card, as well as information provided on the Nevada XXXX XXXX, state that I am able to transfer XXXX benefits from my Way2Go prepaid XXXX directly into my personal checking or savings account. 

On XX/XX/year>, I initiated a {$1000.00} transfer from my Way2Go card to my bank account. I received an email from Way2Go confirming Your request to transfer {$1000.00} from your Way2Go Card to your bank account was successful. A transfer fee of {$0.00} was also charged. However, on XX/XX/year>, the funds were reversed and adjusted back into my Way2Go account. Even though they are supposed to email and notify me if a transfer is declined for any reason according to my settings, they did NOT do so and I had to find out it was declined in my bank statement. 

I contacted Way2Go customer service and was informed that the transfer was declined due to the need for ID verification. The agent instructed me to email a copy of my ID and bank statement to XXXX and assured me that the issue would be resolved and the {$0.00} transaction fee refunded. I complied with this request and sent the required documents on XX/XX/year>. 

Based on the assurance from Way2Go, I initiated another transfer of {$2000.00} on XX/XX/year>. Again, I received an email confirming the transfer and was charged a {$0.00} fee. However, this transfer was also canceled and the funds were adjusted back into my account on XX/XX/year>. I again did not receive notice that the transfer was rejected. 

Upon contacting Way2Go customer service again on XX/XX/year>, the representative was unable to determine why the transfer failed despite the verification of my ID. I was transferred to the fraud department, which provided me with a foreign phone number for further assistance. The representative could not provide details about the entity I was supposed to contact or the purpose of the call. This is highly unprofessional and very concerning for a financial institution. I told them I would not call an unknown number and provide them with my bank details and requested to speak with a supervisor. 

The supervisor informed me that the Way2Go transfer service to bank accounts is no longer supported and that there is no information on when or if this feature will be reinstated. He was not sure why the previous agents told me otherwise and was unclear why they thought the issue was ID verification. He instructed me to physically drive to a XXXX, withdraw funds from the ATM ( which charges $ XXXX {$1.00} per withdrawal ), and then drive to my personal bank and deposit the funds incurring time spent away from job hunting and gas fees. He also instructed me to contact the Nevada XXXX  program manager to change my XXXX  benefit to direct deposit into my bank account, but Nevada is one of only two states that does not allow benefits through direct deposit and kept assuring me that wasn't true. The supervisor also promised me that the XXXX {$0.00} transaction fees would be refunded within XXXX hours. To date, I have not received these refunds. 

This situation has caused significant inconvenience and stress. The lack of clear communication, unprofessional handling of the issue, and the failure to refund the transaction fees and allow bank transfer service are unacceptable for a financial institution. I request that the Consumer Financial Protection Bureau investigate this matter and ensure that Way2Go rectifies these issues promptly. 

Thank you for your attention to this serious matter.