Consumer complaint received 2023-09-12
Company: ADP Inc.
State: CA
Product: Prepaid card
Sub-product: Payroll card
Issue: Unexpected or other fees

Complaint:
Wisely Debit/XXXX payroll card is being charged {$4.00} per month without proper disclosure. I went to use WISELY payroll debit card and noticed money was missing. After contacting WISELY I realized they were illegally feeing my payroll debit card without proper account opening, annual, and per-fee disclosures. In addition, WISELY is illegally keeping me from using all of the funds from my card, unless it is an exact amount or under the card balance. WISELY contact people kept giving me the run around without a proper resolution. 

a ) I opened the account upon the company 's payroll department 's request over a year ago. WISELY representative from XXXX stated they disclosed charges in the fine print during account opening. I asked for a hardcopy of the disclosure, they said to go online as don't provide one by mail. 
b ) The account was opened in 2022 and I did not receive an annual fee and other charges disclosure. Once again they said go to online as we don't provide printed disclosure. 
c ) They took out {$4.00} in XXXX, XXXX, XXXX, and XXXX without any text message, email, or regular mail. Once I asked for disclosure after fees were taken out of my paycheck debit card without notifying me either before or after the fact. They said they didn't have my personal information to provide me with the disclosures. However, after I told them I would file a complaint with CFPB, they started sending text messages. I called them from my husband 's cell phone, so how did they get my cell number and started sending me text messages? Also, was the PATRIOT Act not followed during account opening, as that requires core information to open an account, which will show their violated the PATRIOT Act or were lying to me about information they had on file. 
d ) I asked to speak to the supervisor. They transferred me to a person claiming to be a supervisor, but did not understand English and kept repeating the disclosure was in fine print during account opening and we never have to provide disclosure after that point. I told the supervisor, the first person I spoke to said, they didn't have any way to contact me as the reason for no disclosures, so I asked who was honest the first contact person or you the supervisor. 
e ) I asked the supervisor to transfer me to someone in the US as that is where the account was opened. tWISELY supervisor said they would have them contact me in 24 hours. Three days later, and still no contact, so I am filing this complaint for illegal feeing of the payroll debit card without proper disclosures and not returning phone calls as requested. 
f ) WISELY illegally declined my card during purchase after I complained about the fees. This is retaliation by WISELY for contesting illegal fee practices. I attempted to use the full amount of my card balance at XXXX XXXX XXXXXXXX but they declined the card. Normally, once the card balance is used, the remaining balance can be charged to another card. If WISELY declines my card unless it is an exact amount or under the card balance, then how am I supposed to use all my balance on the card? WISELY is trying to deliberately deceive consumers from using all the funds on the card, so they can use the remaining amount as fees.

Company response to consumer: Closed with explanation