Consumer complaint received 2016-05-25
Company: Conduent Incorporated
State: OH
Product: Prepaid card
Sub-product: Government benefit payment card
Issue: Unauthorized transactions/trans. issues

Complaint:
This card is called EPPICARD, which is the State of Ohio 's " debit card '' where child support payments are applied. ( I have received child support payments via this card since XXXX with only a few instances of fraudulent charges, nothing major. ) On XXXX/XXXX/XXXX, I checked the online portal for EPPICARD and noticed that there were scores of fraudulent XXXX XXXX cards for totaling {$320.00}. I immediately notified EPPICARD and the " vendor '' ( XXXX, who did not have an account for me ) per my credit card holder agreement. I completed/returned the Fraud Questionnaire from EPPICARD on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX " XXXX '' of EPPICARD " denied '' all of my claims except the first XXXX fraudulent charges of XXXX, XXXX, and only reimbursed me {$17.00}. The denial of the remaining fraudulent charges, according to " XXXX '' was based on the grounds that there was a " conflict of information provided by [ me ]. '' XXXX XXXX XXXX/XXXX/XXXX Fraud Questionnaire delineated every, single fraudulent charge and print-out of same. ) On XXXX/XXXX/XXXX, I sent a lengthy appeal letter to EPPICARD re-substantiating my position. On XXXX/XXXX/XXXX, as I had not heard from EPPICARD, I contacted EPPICARD by phone and was advised that the matter was " closed '' because there was a " fair hearing that was conducted and it was determined against [ me ]. '' First, EPPICARD never contacted me after I filed my appeal. Second, I was never advised of my rights to a " fair hearing. '' And, finally, I was NEVER invited to participate in the so-called " fair hearing '' to offer my evidence or elicit testimony supporting my position. Needless to say, EPPICARD never sent me any form of its results from the " fair hearing, such as an an Order, Entry, Recommendation, Finding, Arbitrator/Mediator 's Proposal, Position Statement or any other document advising me of the decision after the " fair hearing '' that was allegedly conducted. I was further advised by the EPPICARD representative on XXXX that I have no further grounds for appeal, because I was allegedly " told at the hearing '' that I " lost '' and missed the " deadline '' to appeal. EVEN WORSE, when I asked the EPPICARD representative when the " fair hearing '' took place, the representative said that I was on a " fraud alert '' and she could not answer any further questions until I correctly answered a series of questions ( I reminded her that I had already answered all the required information that verified me to even get to a representative ). Nonetheless, I was placed on hold for 3-5 minutes, and the representative came back and asked me a series of questions ( mostly credit-based questions, like what street I live on, what year my car is ). When I correctly answered the questions, the EPPICARD representative said, " Congratulations! You can now ask me questions. '' So, I asked her again, " When did the " fair hearing '' take place, and who conducted it? '' The representative then placed me on hold AGAIN, and when she came back, she said, " I am so sorry, but we do not have access to the hearing information because it is confidential. '' ( REALLY?! ) I then explained that as a party to the supposed " fair hearing '' I had rights to the information, and she again placed me on hold and came back saying, " I am sorry your matter is closed, and I can no longer find any information. '' In sum, {$320.00} was stolen from me, and EPPICARD falsely represented that a " fair hearing '' took place, when in fact one did not. Realizing this amount may seen nominal, this is two month 's worth of groceries in my household.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation