Consumer complaint received 2021-05-12
Company: Conduent Incorporated
State: MS
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
For weeks now my card will work some days and some it locks up and will not work. I pay my bills online and thats what I was using it to do and if you do more than one online transaction over {$50.00} it will freeze your account. So you have to call their customer service line and you have to get a big run around and your put on hold by five different people every time you call and they refer you to different departments and each department says that you need to go to this department theyre gon na whitelist you and its gon na take the hold off your card but then they tell you that they dont see any hold on your card they havent seen any transactions denied and thats all part of the programmin, these workers there are genuinely clueless amd its the intent of the system not to show the denied transactions because then there would be a paper trail. It was intentionally designed to decline charges and not show up on the companies end so they cant fix it. This is all written into the algorithm of this program. Something is denying the charges and if its on employees cant even see them thats even further cementing the clandestine nature of the wretched practices by this company and when they cause the problem you have to call in and pay them to not fix anything and force you to call back over and over snd they take money out of your account but you cant use the money because its locked for the only person that should be able to take it out. But you cant!!!!! You can try everywhere, and your card does not work anywhere not at ATMs nowhere does it work!!! So you call in get charged and they tell you you have to wait 24 hours for the whitelist to go through and then your card will work again well 24 hours later guess what it doesnt work so you can call back in again so you keep repeating this process over and over and Ive done this now for three weeks and Ive had money in the account and Ive been out unable pay bills and buy groceries buy food buy gas just need to get the most basic necessities you can not use that card in in anywhere without it freezing up it is the most ridiculous thing Ive ever seen in my entire life and every time you call because your card is locked up they charge you {$.00} per call and so I had to pay like six or seven dollars to way to go at 50 cents per call because my card was not working. Its a total scam they lock your card so you have to call in but when you do they charge you 50 cents and that transaction will go through. Can you please see my point on this. They intentionally set card failures to generate revenue from customers calling in and when you can not use your funds they are holding them in an interest bearing account Im sure so the longer they can hold your money the more money they make. Its in their best interest to create as many problems as they can for the consumer because thats how they profit!!!!!! THEY PROFIT ON NOT ALLOWING YOU TO USE THEIR CARD IN EVERY DAY LIFE. Im sure this doesnt happen to everyone thst would be too noticeable, but their algorithm locks one here and one there at total random and they profit on it and nobodys gon na listen to some XXXX on unemployment bring this issue to the people that can investigate it and blow this thing wide open. They are gon na state its in fraud prevention and thats just the easy cover up on doing it. It is a total scam and when your business model is set up to profit off your products failure, then whomever chose to go with Way2Go got a big ole kickback from them Im sure and they are just raping their customers and forcing them in extremely long wait times so that people give up. Im sure your gon na read this and just blow it off and thats fine but Im gon na see this through because it is wrong and they are taking advantage of people that are already struggling and when you are living off a very small amount of money your week to week and that card doesnt work you arent gon na eat. My card worked tierce last week. In 5 days I could only use it twice. I did t eat for 2.5 days because I couldnt buy food. I could not use funds sitting in my account yet when I called to get them to help me with it I was on hold for 3.5 hours and then transferred to 4 different departments each one saying they didnt do what the previous department that transferred me said they would do.AND THEY TAKE 50 cents out immediately from your account the SAME ACCOUNT THAT IS LOCKED AND WILL NOT ALLOE ANY OF YOUR TRANSACTUONS TO GO THROUGH YET THEIRS CAN!!!!!!!!!!! Another thing they do is they hang up on you, thats their other tactic they just hang up.So you are forced to call back and get charged 50 more cents. THEY PROFIT ON HAVING TERRIBLE CUSTOMER SERVICE AND A FEE SCHEDULE THAT PAYS THEM FOR BEING BACKSLIDING AND OUT RIGHT STEALING FROM THE PEOPLE ON THESE PROGRAMS. Im sure there are nice donations made to the elected officials by this company and so its never addressed or looked into and somebody in your bureau can expose this and stop it but will you?? Will someone do whats right or just blow me off and say oh a company in the pre-paid card business wouldn't do this, oh but they would. How do I know that? Because they charge to call and get help with a problem that they create!!!!!. It is absolutely brilliant.

Company response to consumer: Closed with explanation