Consumer complaint received 2020-08-04
Company: Conduent Incorporated
State: OK
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 the XXXX of XXXX after i called condeut or way to go card company who issues my unemployment income because the card that i had received a few days earlier was not working properly because most of my attempts to use the card were declined. I had called multiples times that day. Every time incalled i was on hold for no less than 2.5 hours. I spoke with 3 people during the duration of the day. The last call which was late i was told by a male worker that I needed to transfer all of my money to another account because the card company that was issued for my unemployment is worthless and that best bet is to transfer to personal bank account or paypal, XXXX XXXX  or XXXX because anything is better than the way to go card. I was not able to use the card during the time that i was speaking to him because the atm said that i had reached the max number of transactions for that day. He said that around midnightnight i should be able to transfer money. He said funds would transfer immediatly. He also indicated that if i transfered atleast {$1000.00} i would have that as a backup if my transactions continued to be declined. At around XXXX I transfered {$1000.00} to my girlfriends XXXX card. The next morning no money was on that card. I called way2go card and they explain that on their end it says the {$1000.00} was successfully made. I still have never recieved the money transfer even though it showed on the way 2 go card that it was a successful transaction. I continued to call both companies being money was gone from my account and never put into another. More than 1 week passed and after talking to multiple people, being on hold for up to 4.5 hours, hung up on after being on hold and a 48 hour hold ( white listed ) which i was told by way 2go was something they do make my card work better and ensure no fraud has occured. i wad not able to its use my card for 2 days. Last week when i called to report that the money was still not on my card i was put on hold and a supervisor returned to call told me that it can take up to 10 days and that on that day if money still was not on XXXX card it would cancel the transfer and the money will be in the way 2go account. On the 10th day i was told that the request to transfer never processed and {$1000.00} was never taken from my account and the only reason i diff not see it was because i spentnn it all. There transaction report has a list of places i had gone. Strange thing is that i was unable to use card for 2days however there records show a continous amount of spending even during the time my card was not working they also NOW show that on the XXXX transfered andnmoney was never moved. Im confusedthat for more than 10 days several people all were rude tried to tell me that they show that my money transfered out of this account onto the account i requested. I am fully aware that files can be altered. All i want is the {$1000.00} that is mine

Company response to consumer: Closed with explanation