Consumer complaint received 2019-01-09
Company: Conduent Incorporated
State: WI
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:
On XX/XX/XXXX, I attempted to use my card at the XXXX store in XXXX, MN where it was declined. I immediately went to my vehicle and at XXXX XXXX  phoned the number on the back of my card to find out what the issue was. I was told that I had ordered a replacement card to be sent to new address in XXXX, Florida. I explained that that was NOT me that had phoned them, and that I still lived in Wisconsin. The operator said he was immediately cancelling the card that was sent to XXXX. He then verified my REAL address, and said a new card would be expedited to me FREE OF CHARGE. He said I would receive my card on XX/XX/XXXX. 

We then went through my transaction history, where I verified that my last transaction that I had made was to XXXX XXXX in XXXX XXXX on XX/XX/XXXX. He then stated that there were purchases made to XXXX online for 2 identical amounts, which I denied were mine. He told me they hadnt gone through completely, and that I should call XXXX to tell them they were unauthorized transactions. He gave me the transaction numbers. 

At XXXX I called XXXX and told them what I learned about the fraudulent use of my credit card. They told me they would cancel the transactions, and search for the location of the merchandise. 

On XX/XX/XXXX, I was notified by email that I had activated my new card, which I hadnt. I immediately ( at XXXX XXXX ) phoned XXXX  customer service number again, to say that I HADNT received my card, but somehow it was activated. The person in your office said that I had phoned and said that it needed to be sent to XXXX. ( Again, NOT ME, again I DO NOT LIVE IN XXXX ) I told the customer service representative that that was incorrect, and fraudulent, and I did not ever, and would not ever live in XXXX. Please cancel the card, and send one to my correct address in Wisconsin. He verified my Wisconsin address, said he cancelled the card and again said he would waive the expediting and card replacement fees, and would have a new card to me by XX/XX/XXXX. He did NOT verify any transaction history, and it was only later discovered that the unknown subjects in XXXX had indeed used my account that day in Florida, using an ATM to withdraw {$500.00} plus an ATM fee of {$1.00}, and 2 charges at XXXX XXXX, for {$950.00} and XXXX on XX/XX/XXXX. 

On XX/XX/XXXX, I AGAIN received an email notification saying my card had been activated. I had not received my replacement card promised by the operator on the XXXX, and had NOT activated it. At XXXX XXXX  I again called the number on the back of the card and spoke with a customer service representative. I asked to be transferred to the fraud department. She did so after looking up my card information. I spoke to a man in the fraud department, telling him that for the 3rd time, a card was sent to the criminal in XXXX by his company, instead of to my correct address in Wisconsin. He said the notes on the history on my account made by the customer service people there I had previously spoken to were not very clear or detailed, and because of the jumbled mess my account was in, that I would need to fax in a copy of 2 forms of ID, one with a photo, to his department, along with a cover sheet with my full name, card type, and stating that I indeed am the owner of the account. He told me to do this at a public fax machine, which I stated I was not comfortable with. When I asked if there was any other way to verify my identity and he stated no. He agreed to cancel the 3rd fraudulent card and suspend my account until he received those documents. 

After the holiday, on XX/XX/XXXX, I went to the XXXX XXXX County Child Support office, where I told them about the fraudulent use of my child support debit account. I asked her if they could fax the necessary documents to the XXXX fax number, as I felt better using their equipment, as well as documenting with them the theft I was a victim of. She gladly faxed the documents while I waited, which were a copy of my Drivers License and my social security card, with a cover sheet, as requested. 

The following day, XX/XX/XXXX at XXXX XXXX, I again phoned the fraud department to see if they had indeed received my fax and could tell me the status of the account. She said that it takes 48 hours on business days to log faxes, and due to the weekend and the XXXX XXXX holiday, I may not hear anything until after XX/XX/XXXX. I expressed how long this had been going on and was struggling with the number of errors the company had made and asked her if there wasnt any other way to verify my identity to get a card sent to me in order to pay bills, mortgage, etc. that was due. She asked if anyone in her department had asked me identifying questions, other than my social and date of birth. I said no. She was surprised that hadnt happened. She then asked me three questions only I would know the answer to and I answered them correctly. She then asked me if I wanted to go through the transaction history again. This was when we discovered the fraudulent transactions that occurred on XX/XX/XXXX. She opened up an SR # for those transactions, and got the ball rolling to get me a replacement card sent to my CORRECT address. The 4th time was the charm, and I finally received my replacement card on XX/XX/XXXX. 

I have spent 2 hours and 29 minutes on the phone with XXXX   staff. I have had {$2400.00} stolen from my account ( plus {$1.00} ATM fee to total {$2400.00} ). I have also been charged {$100.00} in card replacement and expediting fees, which I was ensured I would not have to pay. 

All of these things could have been prevented if the staff there would have put preventative measures in place through good notes, flags, requiring personal info questions to be asked, etc. I feel like the ball was repeatedly dropped with the handling of this case. 

I am seeking {$2500.00} to be credited to my account for the charges.

Company response to consumer: Closed with explanation