Consumer complaint received 2021-09-05
Company: Conduent Incorporated
State: FL
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 had a bunch of on authorized charges on my way2go debit card. I tried to do as instructed and contact the merchants. I got numerous ones responded but it was just overwhelming and there were too many. I filed a dispute on XX/XX/2021. Dispute was for {$2500.00}. I waited for the paperwork to fill out to send in question are a fraud. It came in the following week on XX/XX/2021 on XX/XX/2021 I faxed it to them completely filled out on XX/XX/2021 I followed up with a phone call to make sure that they had received it. They said yesterday have and they said hang on a minute we're going to transfer you to the hardship Department. Got on the phone with the hardship Department I said we're going to issue discredit right now. The issue is for this amount only one of three people can actually enter into the system put me on hold come back and told me. A XXXX would be applied in my account within four to six hours. I asked the woman on the phone again I said hardly thought of there because I wasn't expecting this. She goes yes absolutely she goes you just need to hold on because has to go up to one of the supervisors. Well that would have been around XXXX  that day when it should have been on I fell asleep and I woke up a couple minutes until XXXX so I called them because it wasn't there a gentleman got on the phone with me because I was on there for you right now but I'm not able to he goes I see we re yes you were approved for it and it was supposed to be on there he goes there are no supervisors on in the evening and he goes I will send an email for one first thing in the morning goes what I want you to do is call back at XXXX so I followed up with a phone call at XXXX in the morning on XX/XX/2021 the gentleman on the phone did all the security question started talking to me and he goes hold on put me on hold and come back. He then goes to tell me that there is no notes in the account that I was going to be receiving a credit and he just spoke to the supervisor on the floor him that the supervisor had spoke with the investigator. I said I don't understand what has happened can you tell me what's going on. I said have some of the merchants responded as something happens. After asking him 50 different ways possible he finally says no no one has responded. I said well if something's happened I changed. Just let me know I understand that I said but you're telling me that I wasn't told this was going to be on there and you're also telling me that it was forwarded to a supervisor last night on the floor and they denied it I said there are no supervisors on at night and you're telling me the girl I spoke to will you all transfer me never said any of this he refused to say I was told that he just said I was denied. Well I had committed to have a prescription that's quite costly deducted from that account when the girl told me the day before and I asked her she said yeah you're fine to do that there's no issue. I was thrilled I was going to pay for it. So on XX/XX/2021 I spent that day calling back I could not figure out what's going on I was just beside myself and you can not speak to a supervisor I never with the one of the phone. Finally in about XXXX that day I got a girl on the phone she just hate I'll tell you exactly what happened to the girl you spoke with yesterday you said you were proved you were she kicked it off to that supervisor on the floor problem was he didn't have the authority to add that to the account so he pushed it up too I guess the Lead Supervisor that would have been on the day before XX/XX/2021 so it got forwarded to a lead on the floor he or she could not do it then it went to a supervisor in the supervisor had to kick it up to main management well main management signed off on it send it straight back down. Nobody got around to putting it into the computer and adding the funds into my account will at XXXX she told me that evening the system the computer system automatically kicked it over to a investigator which she says when that happens they can't add it. I said I don't understand she can host I have a note from XXXX XXXX something this morning that the supervisor tried to add it and could not because the system kicked it over to a dispute investigator I said well how is that and anyway my issue. You all have verbally guarantee that you were issuing this to my account I never even asked you to. It got sent through your your lead on the floor to your supervisor all the way to main management and every one of them approved it and send it back down and because of a software issue not because of any legal thing not because I'm not entitled to not because I was denied it can't be added. She goes that's what I'm telling you it says in here. That's what has happened. I was so beside myself the man in the morning. Morning at XXXX XXXX shook me up so bad he told me I was denied and would not say that I was ever told I was receiving it and lie to me I can not believe what this company has done they would not allow me on the phone with the supervisor. The supervisor in the morning could not add it and override the system although by all means I was approved all the way through main management of the company. That's a lot of approvals. And it's like somebody screwed up and totally like stonewalled me at that point was afraid they were going to be in some kind of problem. And would not allow me to speak to a supervisor anyting. They transferred me around for four and a half hours that day and would never put me on the phone with anybody of any sort of management supervisor or so forth I could not get past the regular customer service employees. I don't know what they did in that account but they literally would not let it go any higher I am under the distinct impression that somebody screwed up really badly and they weren't going to let it be now. At about XXXX that day after all the hours on the phone I get transferred around in circles to three different formats consoling the last man I spoke to goes well I can tell you already there's a letter going out to you today that your dispute this is not are you joking what are you talkin about my dispute was approved yesterday with through countless verifications and I didn't ask for this. It was approved all the way to management back down and then today I'm told that none of that happened and another question I asked him I said would you please inform me what the merchants have said I have every right he goes we're still waiting on any kind of response I said of course you all your investigator didn't get this till XXXX last night. Today is XX/XX/2021 is still never received a letter saying my dispute for tonight I should have had the provisional credit this past Monday at the latest actually should have been last Friday when I was supposed to have everything give it back to me in my account. I can not believe the way I have been treated I mean to go through all of this knowing that I did not authorize these charges and for it to be approved through all of them steps up to upper management and back down and then to call in the morning and be lied to completely I mean in completely and find out in the afternoon that it was because of a software issue with in their system and then be told I was denied and investigator had no chance to even get a response from Merchants he only had it since the night before and I don't believe he was working then. I was told the supervisor tonight at night yet there's no supervisors working tonight that's what the gentleman told me when I called at XXXX the customer service agent that gave me all the information said the same thing. This company has done something very very very very very bad and I am beside myself. They have lied to me not giving me my money I have never received any paperwork from them and they will not allow me to go any farther than when I call your denied that's all they say they won't give me any information to back it up nothing. I have never seen anything like this. I am the victim here and I need my money terribly. They really really really deserve to be completely fine if somebody honestly I believe needs to lose their job here this has been some kind of stonewalling because somebody dropped the ball and it has affected me financially when I've already been inspected for over a month and a half would you please help me because I don't know what to do

Company response to consumer: Closed with explanation