Consumer complaint received 2021-02-22
Company: Conduent Incorporated
State: TN
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to pay a bill

Complaint:
I'm on the Way2Go ( implemented by a company called Conduent  ) program through Tennessee. I've been fighting XXXX on and off for the last 7 years. In XX/XX/2021, I found out that the XXXX was very active again and that I needed treatment in XXXX as there's no accepted treatment in America for my type of XXXX. 

Before leaving America, I told the people at the Way2Go program that I'd be traveling but my card stopped working when I got to XXXX on the XXXX of XXXX. I called the support line for Way2Go and found that there's no option to speak to anyone unless you select the option to report a disputed transaction ( this should be fixed in their automated answering system ). I was told that my card needed to be " internationally whitelisted '' and the agent transferred me to " tier 2 '' support so that this whitelisting would happen. After waiting on hold, I was finally connected to a " tier 2 '' representative who told me that they would whitelist the card. I was told that the process would take 24 hours and to use my card after that. I tried the card 30 hours later and it didn't work. 

Afterward, I called Way2Go many more times with the same results - re-whitelisting, waiting, no results - the card still doesn't work. However, each time I call, I'm charged. {$25.00} for a " balance inquiry '' even though I'm calling because Way2Go won't let me access my funds. So, now the burden is on me to contact customer service again and request a refund for each of these dozens of charges - but only in batches of 5 - they can't, for whatever reason, manage to refund all the charges at once, which adds to the complexity of this situation when I'm quite literally unable to move most days because the XXXX treatment I'm getting makes me feel very tired and very ill. 

I finally decided that I should try transferring funds to another bank. XXXX didn't work, XXXX didn't work, XXXX XXXX  didn't work, and XXXX, even though it now has its own routing number ( not part of XXXX anymore ) the Way2Go app doesn't even recognize their routing number as a valid routing number. I even tried to transfer the funds to my mother 's XXXX XXXX XXXX and that didn't work either. Keep in mind that each transfer attempt holds the money and you wait for roughly 3 days to cross your fingers and hope the transfer works, and if it doesn't work, the money goes back to your Way2Go " available '' funds. 

I've since contacted a supervisor with XXXX and they informed me that there is an internal ticket that was filed for my case and that someone would call or email me. This was 10 days ago and I've heard nothing. I still can't use the card and I still can't transfer funds to any bank anywhere that I've tried. I'm on another continent getting XXXX treatment and I can't access these funds and I desperately need them. I've even contacted Conduent through their corporate website and have had no responses from them. This shouldn't be so difficult. At what point does Way2Go/Conduent take responsibility and show some initiative for resolving this issue? 

I've attached screenshots of all the calls I've made to Way2Go as of last week even though I've made more calls since then. Note the hold times on some of these calls - over an hour.

Company response to consumer: Closed with explanation