Consumer complaint received 2021-04-10
Company: Conduent Incorporated
State: OK
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:
Way 2 Go / Conduent / XXXX XXXX XX/XX/2021 : I called in to dispute fraudulent charges on my prepaid debit card. Was told they werent taking the details over the phone and that since that was to time consuming they would need me to send a written letter or fax stating the charges. The woman stated she would go ahead and shut the card down and the provisional would be there when I sent in the documents. 

XX/XX/2021 : I faxed in detailed report along with signed letter stating what happened with the card and how it came to be stolen. I received the fax back stating it was received. 

XX/XX/2021 : I call Way 2 Go card and ask how long the provisional will take. They stated they didnt receive the documents so there was nothing they could do. Maybe they just werent uploaded yet. I sent again just to be safe. Received return acknowledgement of receipt. 

XX/XX/2021 : Call again. Was told they didnt receive. I get angry, the company hung up on me as I said XXXX on the phone. I called back where they then put me on hold for 4hrs I have up and hung up. 

XX/XX/2021 : I receive a call from a manager at XXXX XXXX very nice woman, talked me through it. Explained everything. Told me the provisional would be there within 10 days of initial dispute to email her the documents personally and she would make sure they got attached to the file. I did exactly what she said received a read receipt, Sent them twice actually ... .waited for the day to arrive and nothing. Provisional never came. 

XX/XX/2021 : I call Way 2 Go again. Sat on hold after being hung up on each time after they got my claim number and realized who I was for 3 hrs total before giving up. 

XX/XX/2021 : Finally got someone on the phone. After arguing with her for roughly 1 hr literally about documents being sent and the laws on provisionals and my rights she gives me yet another email to send documents too. I literally stay on the phone until she receives them. Am told since its the weekend the dispute managers wont be able to look at it so it will be Monday before they can credit me. I accept this knowing they are a XXXX customer service company but am over it and decide to shut down the call. 

XX/XX/2021 : No credit. I call, get hung up on and then laughed at by a supervisor when I begin explaining the issue. Then quickly hung up on. This goes on all day. 

XX/XX/2021 : hung up on. 

XX/XX/2021 : was told they dont have documents. So no provisional credit. 

XX/XX/2021 : Same. 

XX/XX/2021 : No documents. No status on claim. No provisional and hung up on. 

I have every email receipt, their company even has a email they is sent back to verify identity when you send on documents. So they are quickly becoming fraudulent in my eyes by acting as is the papers arent there. What they did was wait until their time frame for sending them in was up and said they didnt get them because then they dont have to cover the loss. But Im well aware of my rights and they are clearly running a scam on their consumers. 

I feel like I should be getting myself a lawyer because this seems to be much bigger of a issue than I first thought. I pulled reviews on XXXX and they do this a lot. This seems to be Conduents thing and they seem to be scamming Americans out of Unemployment to the point that they have lawsuits all over them. Im not the first and bet Im close to the last because they wont get away with stealing peoples money any longer. I had more charges on my account today and will be disputing those this morning. Not that I will get any help with that.

I dont think they need to have a contract with something so big as Oklahoma Government payments. What the hell is wrong with Oklahoma hiring a well known company who has been stealing money for years now?!

Im on over {$1000.00}. Can you imagine how much money they are stealing? They prob took the original money and thought up a scheme to make it read as something else.

I dont assume this will get my money back but this complaint is the first of about 20 Im doing today. By XXXX everyone will be aware of the scheme.

Company response to consumer: Closed with explanation