Consumer complaint received 2022-04-19
Company: Conduent Incorporated
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XXXX I filed a claim for fraudulent charges on my child support card. My child support card was changed from EPPICard to Way-2-go card. In XXXX of XXXX I had requested a card because I hadn't received the Way to go card. I don't remember if I had ever received the card because I have short term memory loss to due a brain injury, also I was in and out of the hospital for a large part of XXXX because of COVID..My child support is only {$57.00} a month and sometimes I get additional {$100.00} for back pay. So I didn't pay to close attention until I received a notice from child support services on XX/XX/XXXX that a payment had been made. I was able to access the online account by calling and getting my login info. I saw that my account was being drained every month from website 's that I had no idea what they were for. I called the customer service line where I tried to file a claim and was hung up on for asking questions. XXXX days later I started getting suspicious that my claim was not filed and my card was not canceled because I hadn't received any email or any other further information. So on XX/XX/XXXX I call to find out that my card has not been canceled and that my claim has not been submitted. So I again give the information to the representative explaining to her that I had no idea what charges were made to my account from XXXX of XXXX up until the end of XXXX of XXXX. My account had not been accessed by any other means but only these fraudulent debits. There's no evidence that I had ever used the card since I had reported the card stolen in XXXX. There was no debits that were acquitted to me there were no withdrawals other than these credit card debits that were listened to websites that were only numbers and letters not a traditional merchant. I explained to the representative which states I wanted to put into my claim. I called on XXXX to explain to the representative that I had not received the required paperwork to submit the claim within the 10 days and I was informed that my claim had been denied without any investigation just stated that it had been over the 60 days and they were not going to give me credit for the transactions. I was referred to the electronic funds transfer regulation e and it stated that I would not be getting credit for my claim because it had been passed the 60 days, however they had only stated the dates that had been given to them by me to the representative that were outside of the 60 days. Even though there were over 15 charges that would have fell within the 60 days. And the regulation e States from the time that I learned of the fraudulent deductions and I had called the same day that I had learned of the fraudulent deductions and was hung up on, and then had to call back speak to another representative and then to a supervisor to complain about the fact that I was hung up on and that my card had not been canceled and my claim had not been submitted. I immediately sent a another claim into the company stating that I had not known about the charges up until the day that I had called and also stated other regulations within their own electronic funds transfer that clearly stated that I was only liable up to {$500.00} even if I had reported it after the 60 days because I was within the XXXX days of calling that I had learned about the fraudulent transactions. I filed another claim for the full charges that were charged to my account without my authorization from XXXX of XXXX all the way until XXXX of XXXX and once again I was not given the dates that I had requested within my dispute. They then credited me {$500.00} of the {$1800.00} that was taken from my account and then I received a letter as XX/XX/XXXX stating that my claim has been denied again due to the regulation XXXX rule, and then another letter stating that my claim has been denied because they can not prove fraud. However there is no evidence whatsoever to suspect that any of these charges were mine no other debits were made to the account but these suspicious websites. I have requested the documentation that they have used to come to this decision they have not provided it to me. They left out specific dates in the first claim in order to keep from paying it and immediately denying the claim without any investigation. Then when I had to file the new claim I had to cancel the card that was on file and receive another XXXX however during the entire time that the {$500.00} was given as a provisional credit to my account I was not able to activate my card or able to transfer out any of the funds out of the account or use the funds in the account. I was locked out of my account per the website. On the date XX/XX/XXXX that the provisional credit was taken back my account was miraculously unlocked. From the very beginning when I first attempted to file a claim on this account they had immediately denied the claim and then kept me from being able to use the provisional funds or any other funds that were in the account because they had locked me out. There is over {$1800.00} taken off of my card. They were all done by obscure websites that have no contact information to speak to the websites directly and no way to find out where these charges originated from and yet they are telling me that they are not fraudulent. This is absolutely ridiculous because the XXXX guarantee states that my liability is only up to {$50.00} because I reported the transactions within 2 days of my finding out about them and if the company decided that that wasn't correct even though I had proven that I was hospitalized during XXXX a large portion of the year then I would still only be liable for up to {$500.00}. They purposely kept out dates that would have fit within the 60 days they immediately denied the claim within XXXX hours of receiving the claim without any investigation and then provided provisional funds and yet locked me out of my account so I was not able to use those funds. This is money from child support that I didn't have the opportunity to use and was stolen and then the guarantee I supposedly had for XXXX liability is being fought fervently by the company that supposed to be there to support me.

Company response to consumer: Closed with explanation