Consumer complaint received 2020-10-23
Company: Conduent Incorporated
State: AL
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:
I realized my debit card had been stolen through the GoProgram AL Child Support. I was able to immediately cancel the card but I could not dispute any of the transactions that occured through my online account or through calling them to dispute the transactions. I tried to call the number multiple times to other ever get a recording saying " we are experiencing heavy call volume. Please try again later. '' I tried  to call my local XXXX and they told me they had no other way to help other than to keep trying the same number. I tried to call XXXX XXXX, who issued the card. They told me they only issued the plastic and again I would have to contact GoProgram directly. It has been a week now and I still not can not get anyone to answer my calls. I had almost XXXX taken out of my account and I can not get any of my funds back because no one answers. The transactions that were made were : 1. XXXX {$14.00} XX/XX/XXXX 2. XXXX XXXX XXXX XXXX XXXX  {$340.00} XX/XX/XXXX 3. XXXX XXXX XXXX XX/XX/XXXX 4. XXXX {$120.00} XX/XX/XXXX 5. XXXX {$30.00} XX/XX/XXXX 6XXXX ( 4 transactions on XX/XX/XXXX ) {$27.00}, {$19.00}, {$13.00}, {$15.00} 7.  XXXX {$20.00} XX/XX/XXXX 8. XXXX XXXX XXXX {$27.00} $ XX/XX/XXXX 9.XXXX XXXX {$21.00} 10.XXXX XXXX XXXX {$10.00} XX/XX/XXXX 11. XXXX XXXX {$15.00} XXXX 12. XXXX XXXX XXXX  {$110.00} XXXX 13. XXXX  {$33.00} XXXX 14.  XXXX  {$8.00} XXXX 15.XXXX {$11.00} 16. XXXX  {$21.00} I did not realize my card was stolen until XX/XX/XXXX when I signed into my mobile account. I was able to cancel the card immediately. All of these transactions happened in XXXX, GA, XXXX, GA and some were even in New Jersey. I live in Alabama. The total amount of money stolen from my account is XXXX. I can not believe I have spent over a week calling over and over again everyday and there is no bank associated with this " goprogram '' or no kind of customer support that answers the phone. It also frustrates me that I can not dispute any of these transactions online. There is a button for it on my account but it does not let you click it. It just says if you suspect fraud, call immediately. Well calling immediately does no good if no one can answer the phone. I just want the money back in my account. Please help!!! I do not know what else to do at this point.

Note**** In my last complaint that was closed, the person named XXXX did try to call me and left a voicemail. I tried to return cal twice with no answer and respond to the email and the email was undeliverable!!! Then I received a letter in the mail stating it was closed because they couldnt find evidence i did not make those purchases. This is almost {$1000.00} that i DID NOT spend and I can not believe the lengths Ive had to go through to get to the bottom of this. I finally got through to one person who said they would email me my documentations but it still doesnt show how they proved my card was not used by me. My card says it is FDIC insured AND mastercards zero liability protection assures you do not lose any funds if your card is lost or stolen. I want to appeal their denial because i did NOT make these purchases. I just want my money back to provide for my kids.

Company response to consumer: Closed with explanation