Consumer complaint received 2019-08-25
Company: Conduent Incorporated
State: SC
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:
XXXX I found out a certain amount was charged to my card, the night before on a school website. When I called to check the balance on the card it was confirmed. The problem arose when the school said they did not receive the amount. I immediately called XXXX XXXX Epic card Conduent XXXX XXXX XXXX. Which is the number on the back of the card. The agent went over what happened. At first the amount XXXX was approved, the card was entered again in error. Now the second time {$41.00} denied insufficient funds. The agent verified that the first time it was already taken out. I called the school because I'm out of the money and the item that it went towards I don't have it either. The school 's bookkeeper does not see record of it. Now I'm sent on a wild goose chase. Bookkeeper says call the cafeteria manager maybe it went to his lunch account. I called the cafeteria no record found of it going to cafeteria dues. So the next thing I know to do is to dispute the charge. Because at this point my son doesn't have a parking pass but the money is gone. At this point all I'm trying to do is to file a dispute. I called the number on the card again I received an Agent named XXXX ID:XXXX I told her what happened and that I wanted to file a dispute. She verified my name, birth date, address in which the old address was still on file and I had been changed my address to my current. I gave her my current address as well. I just recently received information to my current address by the child support division who issues the money on the card. XXXX then asked me when was the last purchase amount made on the card on line or in store. I told her XXXX for XXXX and then the XXXX twice. She, XXXX, said no I'm talking about other than that. XXXX says like 10 days ago. I told her XX/XX/XXXX. She said what was the amount. I said I don't remember. In which who does. This card in not a banking account in which I receive statements for. She said the date was wrong XXXX XXXX in which this was a lie because I had called and listened to the last 10 transactions before calling her. So right here XXXX lied, which is not a good business practice. After she said that was wrong, I told her I'll look for my receipt. The card only gets funds uploaded one or twice a month. So the card is rarely used because normally I take the cash off. I said well I'll call you back with that information. I didn't know I needed to readily know all this information about my card transactions from 10 days ago to file a dispute. Second problem XXXX stated that when I call back my card was being placed on a fraud alert and I needed to send in 2 forms of identification before they would help me file a dispute. Well I be darn. I called to do a dispute and yet I'm now being disputed! I was already in a whirlwind of not knowing who has the money. Now XXXX added insult to injury. At this point, I'm furious! XX/XX/XXXX I called to make a complaint because I was at work the day before. I asked to speak with a supervisor. Third problem arises, I started being lied to by different foreigner agents who I don't even know if they are in United States legally but ironically they are the ones working in loss prevention who I have to give my social security number to? Some of the agents would lie and say they don't have an ID number, there is no Supervisor available, give me your social so that I can help you and they could not help me because all they would say is you have to send 2 forms of ID in to verify your identity. After calling yes 60 times I was still being lied to about a Supervisor not being available to file a  complaint. I wanted the recording of my conversation with XXXX and policy to know at what point should she have put a verifying my identity on my card. I've had this card for some years and this is the first time this has ever happened! And will be the last! It should not have taken over 60 calls to get a Supervisor on the phone. Fourth several of the agents hung up on me this includes XXXX, XXXX, and XXXX. XXXX was the only one who got a Supervisor XXXX and with so many lies I don't even know if this is true with XXXX being a Supervisor. This is unreal and happening in America. I would like to be compensated {$3000.00} and it will settle this issue but definitely leave mental wounds and scars.

Company response to consumer: Closed with explanation