Consumer complaint received 2022-01-14
Company: Conduent Incorporated
State: TN
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
Re : Conduent Way2Go debit MasterCard a/k/a Go Program, and Abusive Business Practices From Conduent Go Program Towards Consumers Who File Fraud Charge ( s ) Claims On XX/XX/XXXX, I immediately filed a claim via telephone with your fraud department after realizing my above referenced card had been drained of over {$13000.00}. ( These fraudulent charges left me without a dime. I am a XXXX unemployed widow who has been in financial distress ever since ). These were " card-not-present '' unauthorized charges. Upon receiving the card in XXXX of XXXX, ( most consumers who use " your '' cards, do not have " official '' banking accounts ) for electronically transferred unemployment benefits, my card has never been lost or stolen ; nor has anyone other than myself had my card 's pertinent information in order to make purchases. At the end of this call, your Rep informed me I would be receiving fraud documents in 3 to 6 days to complete and return. Your Rep stressed the importance of receiving these completed documents back by the XXXX day of my initial fraud claim date. I did not receive these documents until I called back approximately 15 days after XX/XX/XXXX to request they be mailed again. After almost a month from my initial fraud claim, I received the documents to complete. On XX/XX/XXXX, I returned the documents to you via U.S.P.S. overnight delivery. 

From XX/XX/XXXX thru XX/XX/XXXX, I called your fraud department on numerous occasions for status updates regarding my claim. Each time I called, I received a different Rep who gave different answers, and each time I called, the " hold times '' were to the extreme ( i.e., On XX/XX/XXXX, I was left on hold for 15 hours. The reason I was, per your Rep, was because my account " was flagged '' ). Some of the lies I was told from your Reps were unbelievable. On XX/XX/XXXX, I received 2 unsigned computer generated letters from Go Program 's Fraud Department. 

1 ) The first letter stated I gave conflicting information regarding my claim. I do not believe this to be true. The letter stated I could request " this '' conflicting information. Per hundreds of other online consumers who did request " their '' conflicting information, they never received it, so I didn't request. I'm broke, and I was sure the information was false anyway. 

2 ) The second letter informed me that my fraud claim had been denied because I did not meet the 60-day time line period. I did meet the 60-day time line period. However, the time line period is not 60-days, it's 120-days. Per hundreds of other online consumers who receive their benefits on one of " your '' cards ( i.e., Way2Go Debit MasterCard, XXXX, and XXXX XXXX XXXXt XXXX ), all their reviews of " your '' unsigned computer generated letters regarding their fraud claim denial letters read exactly the same ). 

On XX/XX/XXXX, in disbelief of your denial, ( honestly by this time I should not have been in disbelief regarding any of your ways you do to us ) I placed my denial claim in escalations. As of XX/XX/XXXX, my escalation had not yet been assigned to one of " your '' investigators. 

On XX/XX/XXXX, " your '' Rep informed me my escalation claim had been denied on XX/XX/XXXX. How can that be? On XX/XX/XXXX, the claim wasn't assigned, but on XX/XX/XXXX, it was denied? Now THAT'S conflicting. After all, your fraud department had until XX/XX/XXXX, to reinvestigate. 

My fraud/unauthorized charges were legit, you know it, and you need to reimburse me those funds. Go back and review my transaction history from XX/XX/XXXX thru XX/XX/XXXX, and you will see in black and white that I rarely used my card, much less made HUNDREDS ( over 115 my last count ) of charges to some XXXX " XXXX XXXX XXXXXXXX XXXX, XXXX - I don't even know what that is. These funds on my debit MasterCard were funds I was going to survive on til I turn XXXX much later in XXXX in order to receive Social Security. I know you don't care. Your abusive unethical business practices has put me ( and I'm sure many others ) in such an emotional breakdown, I may never get back up, and I know you don't care about that either, but hopefully very soon, someone will.

Company response to consumer: Closed with explanation