Consumer complaint received 2023-10-10
Company: Conduent Incorporated
State: AZ
Product: Prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I noticed on XX/XX/XXXX that charges were made to my card that I did not recognize on/in the following dates and amounts - XX/XX/XXXX {$72.00}, XX/XX/XXXX {$100.00}, XX/XX/XXXX {$21.00}, XX/XX/XXXX {$5.00}, XX/XX/XXXX {$5.00}. I contacted the company that hold the card and shut my card down and requested information how to report the unauthorized transactions @ XXXX on XX/XX/XXXX. I explained to them I do not own a XXXX and would never make purchases through XXXX XXXX, I even contacted XXXX XXXX and was told they have no way of seeing the charges as I don't have an account with them. I was informed that they would open and investigation and answered all their questions, was told at that time they would send me the paperwork to fill out and get back to them within XXXX business days. On the XXXX business day I finally received the paperwork and contacted them as I was on the last day I was able to submit it and was tole to email it in to them, which was emailed on XX/XX/XXXX @ XXXX from my XXXX email account. I called on a few occasions as I kept seeing transaction credited and debited from my account and was informed that it was the normal process for the investigation. On XX/XX/XXXX I received a letter stating that the company " provided documentation that indicates the transaction ( s ) in question were in fact conducted with your authorization. Based on this information, we can not confirm that fraud occurred. You may request a copy of the documents in which we relied in making our determination. '' On XX/XX/XXXX @ XXXX I contacted Conduent and spoke with XXXX and requested to speak with someone in the fraud department and was informed that " they do not speak to anyone '', I then asked who I could talk to and was told there was no one that would speak to me on this case. I then asked for copies of the documentation to be either faxed or emailed to me so I could see what " Proof '' they had that I had authorized these charges and was told she could request for them to be mailed to me, they do not use email or faxes to send this information out. At that point I requested them to be mailed and was told I would receive them in XXXX business days. I then again attempted to contact XXXX XXXX XXXX and got the complete run around that there is no was to see where the charge were spent as I didn't have an account with them, spoke with several people at XXXX - XXXX @ XXXX, XXXX @ XXXX on XX/XX/XXXX with given a reference # XXXX. On XX/XX/XXXX @ XXXX I contacted Conduent and spoke with XXXX and again requested to speak with someone from the fraud department and was transferred to XXXX @ XXXX, in which he told me that there is no one from the fraud department that I could contact. I explained the situation again and requested the forms again as I have already waited the XXXX days, he then told me he would put in a request for them to be emailed to me as well and mailed, which I find odd as I was told they could not be emailed. On XX/XX/XXXX @ XXXX I received the email with the paperwork and printed XXXX XXXX pages, upon looking through the paperwork there is no indication that I authorized these transactions and XXXX XXXX stated that there were XXXX transactions on XX/XX/XXXX to that account with that card that was undisputed therefore I authorized the previous transactions. I do not know how that proves as the card was closed on XX/XX/XXXX and no further charges were mad to my account until XX/XX/XXXX on that account. It is also interesting that the address that XXXX XXXX ( account holder for XXXX XXXX that these charges went to ) is misspelled and that the name typed into the card information is not only spelled wrong but not the name on the card, yet Conduent doesn't see it as that. When I called Conduent on XX/XX/XXXX @ XXXX and spoke with XXXX, then XXXX @ XXXX and finally XXXX @ XXXX no one could explain the reasoning, supposedly XXXX was the last person that I could talk to and that their decision is final, I have no means of appealing these charges and that " our decision is final ''. Upon doing more research I have found that this is common practice with Conduent and feel that the evidence shows I did not purchase or authorize these transactions and this is fraud. I realize {$210.00} is not a large amount for some but it shouldn't matter, it was money that was illegally taken. I will again attempt to contact XXXX XXXX since I now have a name, email address, and IP address to the person whom stole this money but Conduent should be held accountable as well. I also need to add that I don't have a choice to use this company as these are child support payments that get added to this card. Way2Go is the card name and Conduent is the company that manages them. Name on the card is XXXX XXXX XXXX, XXXX used is XXXX XXXX XXXX XXXX is XXXX XXXX XXXX address used is XXXX XXXX XXXX

Company response to consumer: Closed with explanation