Consumer complaint received 2020-11-24
Company: Conduent Incorporated
State: VA
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 receive unemployment benefits from Virginia on a MasterCard branded debit card called, Way2go. On XXXX XXXX, I called to check my balance on the card. The balance was incorrect, it was way off. I immediately called the bank. After two hours, I finally get a level two customer representative, XXXX. I explained to her that the balance is wrong and that there's a problem. She read off the activity that had been made on my account. The charges totaled {$10000.00}, not including the ones pending. I asked her to stop them. She said, she couldn't do anything about the pending money until it went through. Which it did, adding another {$5000.00}. I explained to her that I did not make these unauthorized transactions. I have my card in my possession and no one else has access to it. I have not left the state of Virginia either.There are charges from other states. Some on the same day, in different states and countries. The amount of money stolen in a month and the size of these transactions was alarming and definitely out of the ordinary. Apparently, there are no safety measures in place. This could have been prevented. XXXX said, my card had been skimmed and she was flagging my account for fraudulent activity. She then cancelled my card and issued a new one. She also informed me of the fraud forms she was sending me in 3-5 days. She gave me a claim # and said I would have 10 days from this call to send back this paperwork. In order to receive my money credited to my account. The fraud questionnaire had to be received by XXXX, XX/XX/XXXX. I received it on the XXXX and faxed it back on the XXXX. My account did not get credited. I called on the XXXX to find out why it hadn't posted. I was on hold for over 2 hours and finally hung up. This wait time is totally ridiculous. I tried again on Saturday the XXXX to no avail. On XXXX, XX/XX/XXXX, I received 5 letters in the mail. 4 dated XX/XX/XXXX and one dated XX/XX/XXXX. The first letter said, you contacted us to report possible unauthorized use of your card. The reported transactions have not posted to your card, therefore, your case will be considered closed at this time. If they happen to post at a later date, please notify us and we will reopen your case. This makes no sense. The money is clearly gone. I can see it and their rep XXXX could see it. Confused, I opened the next letter. You recently contacted us about possible unauthorized transactions on your card. While we will make every effort to resolve this matter as quickly as possible it may take 45 days etc.. a provisional credit of XXXX was issued on XX/XX/20. If the investigation is not concluded in your favor, the credit will be reversed. The next letter said exactly the same thing, except the amount was XXXX. The amount of money stolen is way more than this. The last letter dated the XXXX said, the fraud services department has completed an investigation regarding your recent claim. During our investigation we found a conflict in the information provided by you and the information resulting from our research. Based on this, we can not confirm that fraud occurred. They obviously did nothing, didn't even look. They are the ones defrauding people. This exact letter has been posted online after every investigation conclusion. There are tens of thousands of complaints about XXXX XXXX online. This is a reoccurring problem.My final letter said the exact same thing as the last concluded letter. Just dated XX/XX/20. 
I called to resolve this conflicting information problem on XXXX XXXX. I spoke to XXXX, who had to transfer me and put me on hold for an hour and then disconnected. On XXXX XXXX I called again after holding forever. I talked to XXXX who told me I called the wrong number. I told him the number I have is on all 5 of my letters. He gave me the number for the fraud department that is not the one written in my letters to contact them. On XXXX XXXX, l called again to find out why my claim was being denied. I spoke to XXXX. He said they presented the claim to their insurance and they denied it. I told him that the money transferred to XXXX XXXX or any of the banks had to have information for someone at the other end of that transaction. He said, they don't try to find out who has taken the money. They just " present it. '' The claim was denied and it is closed. He said, there's nothing I can do and it can't be reopened. I don't see how this has anything to do with conflicting information. The only conflicting information is what I have received from this company. When I first received my debit card it came attached to XXXX XXXX debit card Terms of Use. Which explains in detail what a card holder is to do if they believe their card has been lost, stolen or if money has unlawfully transferred from ones debit card. Despite the clear language in the terms of use. XXXX blatantly ignores these contractual obligations. Instead of following the procedures outlined, XXXX engages in a pattern of conduct that includes sham investigations and improper denial of meritorious claims. Further, XXXX ignores the limitation of liability contained in the Terms of Use. Leaving me, user of the way2go card, out thousands of dollars in fraudulent charges and unauthorized transactions. Not to mention, the blatant disregard for any consumer protection laws. XXXX XXXX refusal to provide refunds saves them money and wrongfully deprives me of funds that rightfully belong to me.

Company response to consumer: Closed with explanation