Consumer complaint received 2023-10-07
Company: Conduent Incorporated
State: PA
Product: 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/2023 I was denied a purchase at a restaurant. I called the number on the card to find out what my balance was and was alarmed with information. I contacted EPPICard to let them know something was wrong, I did not give approval for these purchases. Eppicard advised me to go onto a site to view all my transactions. I which ones I was disputing. I stared all the XXXX charges because I had no account nor have I ever used them. She stated it could cause more problems closing the card then disputing the charges. I did not understand what she was saying all I understood was that someone had access to my child support and was taking money from my children. She stated that she would send me a new card and paperwork that had to be filled out and returned. I never received paperwork only a new card. I reached out to EPPICard several times about not receiving paperwork and they kept saying it got lost in the mail and they would send me another. Three phone calls later I requested an email and fax to write out my information since I still had not received any paperwork. I got most of the information off their website and sent in my letter for the disputes. A day or two later I called to confirm they received my letter they had told me my dispute was denied due to conflicting information but would not tell me what the conflicting information was but it would be sent in a letter to me with my determination. This company had now switched to The Go Program with the new card I received. The woman stated I had to take the disputes up with the merchant and there was nothing else they could do but escalate the dispute which I did. The letter of determination did not state any conflicting evidence discovered just that there was conflicting information. I reached out to the merchants, XXXX Been verified was a background check subscription and they refunded me my child support but could not tell me the name on the account that my card was linked to only that it was still active. The other merchant was a scam I apparently signed up for but didn't receive anything in my email like they said I had and they refused to refund my money said they didn't have to. The main merchant was XXXX they had over {$1300.00} in charges over the last year on my account. They needed my old card number to process any information I was providing them. I no longer had the old card and was informed to reach out to the provider for that information. I was told by domestics and Way to Go that neither one of them had access to the numbers of my old card. I filed a police report, filed with the attorney general, reached out to the state representative and XXXX XXXX XXXX I had got a representative from my states rep office to help me with my situation to make sure nobody else has to deal with this. Once she got involved they told her that they refunded me {$1100.00}. I went on to confirm but I had been locked out of my account, I called the number and they stated my account was suspended. I was informed that there was some money in there. XXXX days later I was able to use the site to view my account but could not lock or unlock my card or use the app. I had only received a refund of {$600.00}. I informed the reps office of the discrepancy. She remained in contact with human resources to get this resolved and determine when the rest would be refunded. She was informed that I had 120 days from statement to dispute charges. I never received any statements from EPPICard or Way to Go except what was requested from the fraud on my account. After I was refunded {$600.00} I was then charged another XXXX $ for a credit they applied and took back. The state reps office informed me to reach out to consumer finance and also XXXX or Way to Go. I reached out to XXXX who stated they could only send a complaint to their managers and that Way to Go was a customer but I was not, they had only provided the cards for Way to Go but they could not see any customers or accounts under Way to Go.

Company response to consumer: Closed with explanation