Consumer complaint received 2020-07-22
Company: Conduent Incorporated
State: GA
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:
Previous Case # XXXX Not resolvedXXXX XX/XX/XXXX. XXXX - I received a text stating {$1100.00}, had been applied to my debit card for child support. Since it has been two decades since I have received any child support payments, I called the local child support office. They verified yes - I had received my ex-husband stimulus check to be applied to his arrearage. I informed the customer service rep I did not have a debit card. She provided me with the EPPI card customer service telephone number ( XXXX. ) XX/XX/XXXX Placed a call to customer service @ XXXXXXXX XXXX., after being on hold for 1 hour 20 mins. I was informed a card was mailed to me yesterday ( XX/XX/XXXX ) and I should receive the card with 5 - 10 business days. 
XX/XX/XXXX - Placed a call to customer service @ XXXXXXXX XXXX, after being on hold for 51 minutes. Again, I went through the verification process. The rep informed me to wait until Wednesday, XX/XX/XXXX, this will conclude the 10 business days. Also, stated sometimes it take longer to receive the card. I asked about the expedited overnight service I was informed about on XX/XX/XXXX. He stated there will be a day or so delay before they could process another card. The service is not overnight - it is a two ( 2 ) day service. Also, there is a {$14.00} fee associated with the service. 
XXXX XXXX - As of today I have not received my card. 
XX/XX/XXXX Talk to a representative from the State of Georgia child support rep. Stated there is nothing they can do. EPPI card is a third-party processor who operates separate of the State. The rep suggested I go online for my case and sign up for direct deposit into my checking account in case I receive additional funds. 
This is scandalous. " XXXX   XXXX '' in need of funds and this company giving parents the run around. Glad my children are adults now - but what about the ones who really need the monetary relief. 
Concerned & confused - how can this be tolerated. Georgia 's XXXX  is loaded with unanswered complaints : https : XXXX. Another tidbit -- EPPI Card, they charge a fee for customer service calls. XXXX per each call to the Georgia Customer Desk. Deployable!!!!!!!! 
I want what I am entitled. In this pandemic and uncertainty every drop fills the bucket. EPPI Card Services need to be investigated. 

XX/XX/XXXX I received a voice call from Georgia  EPPI today at XXXXXXXX XXXX. I was working and could not answer the call. The representative left a message, he was calling to resolve an issue, left his name XXXX and a call back number. The audio was dreadful I could not understand the contact details. 

But some strange reason I received an email at XXXX XXXX. ( XX/XX/XXXX. XXXX ) stating they had attempted to reach me. And for me to please reach out as soon as possible so that we can find a resolution to my issue. They look forward working to resolve any issues I might be experiencing with my Georgia EPPI. Hear to hear from me soon. XXXX Also, I received an email pertaining to my complaint which stated my case was closed. Oh no I have not received my card as of today ( XXXX XXXX ). I have received my mail already for today. The original statement was I would receive my card within 5 10 business days it has been 15 business day XX/XX/XXXX I returned the call to the number which was in the body of email ( XXXX ) XXXX : XXXX I had to leave a voice message Stating I was in a meeting until XXXX XXXX and would be available to talk XXXXXXXX XXXX : Called again left a voice message stating name, telephone number, and purpose of the call XXXXXXXX XXXX. : Sent a return email to XXXX received an automatic reply When I get what I am entitled, then I will be satisfied with the outcome. Communication is everything, as well as integrity! Both appears to be lacking at the present.

Company response to consumer: Closed with explanation