Consumer complaint received 2020-11-13
Company: Conduent Incorporated
State: IN
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 XX/XX/XXXX I called to check the balance on my Indiana State EppiCard account ( Child support funds ) Expecting to have a balance of around {$1300.00}, I was stunned to hear that my balance was {$1.00}.

I phoned Eppicard and spoke with XXXX IN THE DISPUTE DEPARTMENT who opened a fraud charge. At that time she noticed 61 charges by the same merchant on XX/XX/XXXX & XX/XX/XXXX, mostly in the amount of {$3.00}. ( all within minutes of each other ). She acted as though she could clearly see the problem and opened a fraud/dispute claim. She said they would send me the paperwork to complete. 

XX/XX/XXXX I received an 8-page Transaction history for my account for the period between XX/XX/XXXX & XX/XX/XXXX ( Attachment A ) which showed, not 61 transactions from the same merchant but 319 totaling {$1200.00}. Other than these charges, it reflected one charge that I had made of {$64.00} on XXXX. 

XX/XX/XXXX The next day I received the Questionnaire of Fraud to complete. ( Attachment A ) XX/XX/XXXX The very next day I received a letter dated XX/XX/XXXX ( Attachment A ) saying the Fraud Services Department has completed the investigation regarding your recent claim dated XX/XX/XXXX in the amount of {$340.00}. However, there were {$1200.00} in fraudulent charges in the transaction history and no answer for where my money went or how I was going to get it back. 

On the date the investigation was completed, I had not even received the Questionnaire of Fraud yet. 

{$340.00} was then credited to my account and Eppicard closed the case. Since that day I have spoken with 27 different agents, spent more than 100 hours on the phone trying to get my money back. I have been told by multiple " supervisors '' that there is a discrepancy in my balance that can not be accounted for and by others that there are still 218 outstanding fraudulent charges that need to be disputed. 

I have been trying to get back over {$900.00} in child support that was removed from my account ( or fraudulently charged to my account - no one seems to be able to agree why the money is missing ) for 3 months and people keep blowing me off and lying to me about next steps. Promising that they are a supervisor who can solve this and that I will hear back from them by the end of the day, or by the end of the week - all lies. No one ever calls me back. No-one emails me the copies of my statements they said they would. I never hear anything and have to start over the next day. They keep you on hold for hours upon hours and then transfer you again. I am attaching all of my documentation from my months of calls with their " agents ''. I have documented my conversations and the names of the people I've spoken with and what dates and times. I have contacted an attorney and I am filing a complaint with the Indiana Attorney General 's office. This is NOT an isolated case and this is NOT OKAY. People are relying on child support payments and unemployment benefits and Conduent is negligent at best and insidious at worse.

These people are holding/losing/stealing our child support and unemployment payments and then giving people the run around for months. And state governments keep hiring them to do it - obviously without doing their due diligence in accepting this company 's bid, otherwise, they would see that they are not a reasonable and responsible vendor. This has been going on for years. All across the country. Attachment B includes links to multiple websites, media stories, consumer complaints about the horror of trying to get your own money back from Conduent. I want my money back. But mostly - I want someone to hold this company accountable.

Company response to consumer: Closed with explanation