Consumer complaint received 2022-07-31
Company: Conduent Incorporated
State: VA
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:
I have a XXXX  Way2go debit card that I use on a regular basis. Unfortunately, I lost my card, so I ordered a replacement card on XX/XX/2022. I received the replacement card on XX/XX/2022. When I tried to activate the card by calling the number provided in the letter, I was informed the card has been disabled. Since then, I have talked to various customer service agents, but they were not able to verify my identity over the phone. I was asked to send a state issued id to the email address provided by the way2go representative, so I sent my XXXX state issued id. The confirmation email I received stated that my request would be processed within XXXX hours and if my issue is not resolved in XXXX hours, then I should call back. I called them back on XX/XX/2022, I was told that the ticket containing my ID they have may have expired, so I should resend it. I resent the ID on XX/XX/2022, and got the following message just after XXXX hour at XXXX XXXX ( XX/XX/2022 ) We have received your ID ( XXXX ) submission and it has been approved. We apologize for any inconvenience this may have caused but it was necessary for the security of your account. Please call the number on the back of your debit card. 

When I called the number on the back of my card on XX/XX/2022, I was told my card is disabled and I should prove my identity again. I sent the same id again on the same email address provided. Since the request was to be processed within XXXX hours, on not hearing anything back, I called back in the evening, and to my surprise, I was told that previously approved ID has been rejected this time. I should submit an alternate form of identification such as a passport. As per directions, I sent the copy of my passport to the same email address on XX/XX/2022 at XXXX XXXX. On XX/XX/2022 at XXXX XXXX, I received the following email, " We have received your ID submission and at this time we would need additional information. Please send an ORIGINAL ID such a Driver License, US Passport or State ID or XXXX ORIGINAL secondary forms of ID such as your birth certificate and social security card ( front & BACK ) .. We apologize for any inconvenience this may cause but it is necessary for the security of the account. '' Since I wasnt sure if the rejection was for the state issued ID or passport, I replied back to that email on XX/XX/2022 at XXXXXXXX XXXX with the copy of my passport again. 

When I called the number at the back of the card at XXXXXXXX XXXX ( XX/XX/2022 ) to ask which ID - state issued ID or passport was rejected and to know the reason for rejection, I was told they dont know which id was rejected and the reason for rejection, so I should send XXXX of the IDs again. Before I could say anything else, my call was dropped by the representative/system immediately. 

My last call to them was on XX/XX/2022 XXXX XXXX ( XX/XX/2022 ) which lasted for XXXX hours and XXXX minutes. I had talked to several agents in this call. I was told they can not verify any of my identity ( SSN, PASSPORT, ID ) and I should authenticate myself with the XXXX XXXX XXXX XXXX. I had mentioned to them that I have already authenticated myself with XXXX XXXX XXXX XXXX through ID.ME. and I have an updated verification banner that states I have been verified on XX/XX/2022. 

On asking what next steps I need to take, I was told they are not able to help me. The last person I talked to refused to provide their name and instead dropped the call immediately. 

I am ready to provide any form of identification including passport and social security to prove my identity. I just want my debit card to be reenabled. I dont expect any additional funds to come into this card. I just need to use remaining funds of {$11000.00} already in the card. Please help.

Company response to consumer: Closed with explanation