Consumer complaint received 2023-11-10
Company: ADP Inc.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2023 an unauthorized transaction was posted to my account. My account was debited in the amount of {$8400.00} by a merchant labeled XXXX XXXX. This is a merchant I do not recognize. When I noticed the transaction on XX/XX/2023 I immediately called Wisely Card Services to dispute it. I was confident Wisely would resolve my issue and reimburse my account because the transaction was clearly fraudulent as I had no need for a transaction that large, I did not recognize the merchant, and the merchant tested my account to see if they were able to withdraw and deposit money. They tested this by depositing and withdrawing {$.00} prior to withdrawing my {$8400.00}. It was clearly fraudulent but when I called I was blown away by the associate who told me No this was your workplace, you will have to ask them '' refusing to allow me to create a dispute. I had never been refused the ability to make a dispute claim. I was shocked and frustrated by the response I received from Wisely Card Services. How could they be so dismissive of a clear case of fraud? I inevitably had to call back to speak with another associate and eventually I was able to report my dispute. My dispute was submitted XX/XX/2023 and I received a letter a couple days later that required me to sign and email back to their disputes department. I completed all required paperwork and sent it in hopes their department would do a thorough check and see how the transaction by XXXX was an outlier and blatant fraud. Then on XX/XX/2023 I received their letter of correspondence. The letter stated Record analysis indicates that no fraud has occurred as investigation results match information on file. No credit will be issued. I could not believe how a bank would allow an unrecognized merchant to debit {$8400.00} from their customers account without any security stops and then to respond with, there was no error. I was completely disappointed. Within the letter said that I have the right to request and receive the supporting documentation used in making the determination. I sent my request for supporting information by letter and signed my first and last name at the bottom in wet ink to ensure there were no issues with Wisely processing. Over 5 months later I still have not received the supporting documentation or any correspondence after my request. In the meantime I have been battling a second fraudulent transaction with Wisely Card Services on the same account in the amount of {$6300.00} totaling close to {$15000.00} worth of lost funds. I have been on the phone constantly with Wisely associates persisting in my efforts to retrieve my money. Though some associates were sympathetic, none of them seemed to have the authority or willingness to solve my problem. Meanwhile, Wisely has claimed the most recent transaction fraudulent and since credited my account for it but they are still unwilling to help or provide supporting information for the former fraudulent transaction on XX/XX/2023. The reason this complaint is submitted some time after the initial dispute is because I was going to submit both fraudulent transactions to the CFPB if Wisely failed to take responsibility for both.

Company response to consumer: Closed with explanation