Consumer complaint received 2020-09-09
Company: Conduent Incorporated
State: AL
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
I applied for AL unemployment on XX/XX/20. It was finally approved on XX/XX/20 instead of direct depositing my benefits it was put on a prepaid card. The AL XXXX XXXX The Way 2GO card / XXXX XXXX. XXXX XXXX, TX. I read all the complaints on AL unemployment XXXX page stating that people are having so many problems receiving their card. The best option was to call XXXX and have a card expedited 2 day delivery XXXX for {$15.00}. I called the card company on Tuesday, XX/XX/20 and was told the funds had not been put in my account ( even though AL unemployment site showed over 15k back pay deposited to the account on XX/XX/20 ) I called back Wednesday morning, XX/XX/20 and was told the funds still werent available so they could not send me a new card ... call back that afternoon. ( Sometimes funds are deposited later in the day ) I tried several times and received an automated message saying due to high call volume I could not be connected. Try my call later. Eventually, I got the normal automated system and was put on hold. I held for over an hour and was disconnected! Finally, Thursday XX/XX/20 at XXXX I got to speak to someone. He said he was updating my address because they had XXXX before the city name. I told him I didnt think that mattered as long as the zip code was correct. He said a new card was being sent by XXXX and I should have it by the XX/XX/20. I asked for a tracking #. He said it takes them a couple of days to receive the tracking #. I should wait and call back. I called back on Sunday, XX/XX/20. It took 4 calls before I finally reached a lady at XXXX. She said she still did not have a tracking # because the next day was XXXX XXXX.??? She told me to call back on Tuesday XX/XX/20. I called back on Tuesday morning at XXXX after holding 15 mins I was able to speak to a lady who said they still didnt have a tracking #. It looked like my address was wrong. She said it was listed as OK instead of AL. She had to transfer me to a different dept for verification. After being on hold forever again, I was connected to a guy named XXXX. He didnt know why she transferred me to him and said my address was correct. He could not provide me w/ a tracking #. He told me to be patient. That really upset me! I asked if I could speak to someone else because he had a terrible attitude. He did change his tune but said there was nothing I do but wait and try back later for the tracking #. That was a 45 min call and no resolution ... again. I waited till after lunch in hopes that the system was updated. I finally got another lady on the phone at XXXX. She said she had the XXXX tracking # list for XX/XX/20 and my name was not on it. She also said they receive a list everyday w/ the tracking # for the people that will receive their card that day. There were 3 other people w/ my same 1st name but I was not on the list. She said she could see in the system where a new card had been ordered on XX/XX/20 so they wouldnt have my tracking number until it was delivered. When I ask again why is there not a tracking # this makes NO sense??? She said we dont get it on our list until the day it is being delivered. It should be delivered tomorrow so call back tomorrow and we should have your tracking #. This made no sense at all ... but what could I do but wait. 
This morning Wednesday XX/XX/20 after waiting on hold again I get a guy on the phone. He gets all my info and puts me on hold for a few minutes. He comes back and says he is still looking please continue to hold after 10 more mins the call is disconnected! I call back again ( another 15 mins on hold ) I get a different guy and I explained my situation. After being put on hold to look at my account he said there was no XXXX tracking #. At this point Im crying out of pure disgust. I have been w/out income for nearly 6 months. My home is going to be foreclosed on. I do not have AC b/c I cant afford to pay to have the system repaired. I dont have hot water b/c I couldnt pay the gas bill. My car is about at be repossessed. I contacted the credit union on XXXX and requested another week extension b/c I was finally approved for unemployment and back pay was paid to a card the day before so surely it would be here in a week ( boy was I wrong ) and I could catch up my account. Now I have over 15k on a card that I dont have access to. I understand that this is not the guy on the phones fault but this is absolutely unacceptable business practice! He was nice and apologized and said he would be very upset too. He said it looked like a card was ordered on XX/XX/20 but it was not expedited XXXX. It was being mailed out that is why there was NO tracking #. I asked if a card could be sent over night since this was there fault or to speak to a supervisor. He said unfortunately, there was nothing they could do. He would put notes in the system. He said the card should arrive in a few days. He did apologize and said there are other employees who dont want to do their job. That is what gives the company a bad name. I totally agree but I didnt just speak to 1 or 2 other employees. I spoke to several different people and they all told different versions of the same lie. This is a terrible company!! 

I know this is a very long message. I apologize, I know Im not the only person in a bad situation. This company needs major improvements!  I have been calling them for days and get a different excuse every time if Im lucky enough to speak to a person. No to mention all the disconnected calls after staying on hold forever! 

Every excuse was a lie. The card was never sent XXXX. 
I wouldnt wish this on anyone else. Please help ....

Company response to consumer: Closed with explanation