Consumer complaint received 2023-08-11
Company: ADP Inc.
State: PA
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
XX/XX/2023, I contacted Wisely powered ADP in regards to transactions being attempted by someone unknown and unauthorized. They cancelled the card and sent a new one not informing me it would take 7-10 business days. They never gave me any option to expedite either. After have the card cancelled I informed them that the address, email, and phone number on file needed to be updated as I no longer have access or reside at the residence. They had me go through a verification process which I still have the verification code for and told me it would take 1-2 business days. XX/XX/XXXX came and after calling 3-4 times and being hung up on when they couldnt produce an answer I finally got someone consistent and patient enough to help however they were highly confused. They first told me there was no verification submitted after going back and forth, I gave them the verification number I got XX/XX/XXXX as proof I did do it and they told me to wait until Tuesday XX/XX/XXXX to update that. When I inquired about a delivery date for the card they told me it wouldnt get to me until XX/XX/XXXX which is too long to go without my access to my account. Again 3-4 times an employee hung up on me until I got a consistent and somewhat knowledgeable employee and they told me I could overnight a card overnighted and they told me the {$35.00} cost however they refused to let me pay the fee with a different card and since I had no card I had to wait on a bank transfer. On Wednesday XX/XX/XXXX, I called again and set up to have my card overnighted to me. XX/XX/XXXX I was provided a tracking number that told me my package would arrive that day. The mailing address on my file is too my job since thats who I got the card from, but as the ups driver arrived he said he did not have it. After being in contact with both ups and the bank it wasnt until XXXX that I was told the card was lost to which I called the bank and demanded a new one be overnighted to me. They told me to wait the next day to see if the card was found. XX/XX/XXXX, the card was not found and I called the bank again and again after being hung up on multiple times I finally reached someone who made it extremely complicated to work with as she struggled to give my answers and would give false information until I could prove otherwise. When I asked about the refund for the first card I had overnighted they refused, they also locked my account so that I cant even use the account/routing number to pay my bills, and in addition theyre arguing with me about the verification process I did XX/XX/XXXX despite me having the verification code as proof and despite it being noted that I called on XX/XX/XXXX for update. I am now a week without access to my card and am in fear I will go through this entire process again when my card is supposed to be received tomorrow or Monday. They provide little to no help over the phone and continue to hang up on you when a question requires too much work.

Company response to consumer: Closed with explanation