Consumer complaint received 2020-04-22
Company: Conduent Incorporated
State: OK
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
I receive the Way2Go debit card. I am told by an XXXX rep, XXXX XXXX on XX/XX/2020 to activate my debit card. 
XX/XX/2020 at XXXX XXXX CST - I called the number on the back of the card, XXXX. The phone line hung up on me. 
XX/XX/2020 at XXXX XXXX  CST - It answers via an automated voice messaging system by saying to enter your card number. I entered my card number. It says to enter your PIN. So I entered my PIN. Then it gives me a total balance of my card. ( I never pushed an option on the phone to get a balance on my card. ) Then it says to dial 8 to speak to a representative. I push option 8 and wait for over 45 minutes on hold. While on hold on the phone, I log into my account on line. Customer Service Representative, XXXX, answers the phone. 

I told him that I need to set up direct deposit but am having trouble on their website. I told him that when I am on their website, it has a tab in the upper right, " Settings '' When you click on the top tab " Services '', it has a drop drown. If you click on " Program Documents '' from this drop down, it shows a page that has a pdf document titled " XXXX XXXX XXXX  Form XXXX '' When you click on that link, the document doesn't open but takes you back to the log in page. I told XXXX that I want direct deposit set up. During this conversation, XXXX told me he would input a ticket for the webpage issue. He told me he will also entered a ticket for the automated phone call message since they system automatically set up my debit card without giving me the option to activate it or not, all I wanted to do was speak to a customer service rep to set up direct deposit. He said I can either do it online ( of which the pdf form link was not working and not opening to the form ) He also said I can call the automated line to set it up. I told him I already attempted that but the automated line disconnected the call. XXXX entered the two IT ticket issues and told me both issues would be resolved in less than 2 hours. He told me to call the automated line back for any more questions. 

XX/XX/2020 at XXXX XXXX  CST - I called the number on the back of the card, XXXX. The phone line hung up on me. 

XX/XX/2020 at XXXX XXXX CST - I called the number on the back of the card, XXXX. It answers via an automated voice messaging system by saying to enter your card number. I entered my card number. It says to enter your PIN. So I entered my PIN. Then it gives me a total balance of my card. ( I never pushed an option on the phone to get a balance on my card. ) Then it says to dial 8 to speak to a representative. I push option 8 and wait for over 45 minutes on hold. Customer Service Representative, XXXX, answers the phone. I explained to him of the issue of trying to get direct deposit enrolled through the automated phone line and the uatomated line would hang up on me. We verified the steps to take on the automated line, and he stayed with me on the line while I went through the SAME EXACT STEPS he told me and the automated line hung up on me again. XXXX did not call me back and my issue had not been resolved. 

XX/XX/2020 at XXXX XXXX CST - I called the number on the back of the card, XXXX. The phone line hung up on me after having me on hold for 9 minutes. 

XX/XX/2020 at XXXX XXXX CST - I called the number on the back of the card, XXXX. It answers via an automated voice messaging system by saying to enter your card number. I entered my card number. It says to enter your PIN. So I entered my PIN. Then it gives me a total balance of my card. ( I never pushed an option on the phone to get a balance on my card. ) Then it says to dial 8 to speak to a representative. I push option 8 and wait for over 55 minutes on hold. Customer Service Representative, XXXX, answers the phone. I ask XXXX to speak to a Manager. The Manager, named XXXX answers the phone. I explained to XXXX the issues. XXXX said his rep number is XXXX. He said he can not help me. He said he can not check the issues on the XXXX tickets either. He refused to escalate the issue. He refused to try to find out what the problem is on the IT side. He refused to issue anymore tickets. XXXX hung up on me. 

XX/XX/2020 @ XXXX XXXX  CST - I get a call from XXXX in XXXX, NY ( caller ID on my phone, but a white pages reverse search look up shows the call came form XXXX, NY ) They left a voicemail message. It was XXXX from the Way2Go card department of Website and Mobile Support ). He said he had an update regarding my IT tickets and to call them back at the number on the back of my card, XXXX. 

XX/XX/2020 @ XXXX XXXX  CST - I called the number the other Way2Go card number that is also advertised on the XXXX website, which is different from the number ont he back of the Way2Go card. I called XXXX. It answers via an automated voice messaging system by saying to enter your card number. I entered my card number. It says to enter your PIN. So I entered my PIN. Then it gives me a total balance of my card. ( I never pushed an option on the phone to get a balance on my card. ) Then it says to dial 8 to speak to a representative. I push option 8 and wait for 1 hour and 15 minutes on hold. Customer Service Representative, XXXX, answers the phone. I repeated the same issues to him and he inputs 2 IT tickets. 1. IT ticket number : XXXX - Description of IT Ticket - To have the Balance inquiry fees removed from my account and credit me back the fees. 2. IT ticket number : XXXX - Description of IT Ticket - Tell us a reason why I can't download the Direct Deposit form form the website. He asked me for my user login name of which I gave him. He said to call back the next day because both issues will be resolved in less than 2 hours. 

XX/XX/2020 @ XXXX XXXX  CST - I receive a call from XXXX, who is the website assistant with the Way2Go card company. She said she is only calling about IT ticket number XXXX. She mentioned that I was having trouble logging in. I said, no that is NOT the issue. She said this is what the IT ticket is about. I told her that is not correct. I told her the ticket that she is referring to was told me by the representative named, XXXX that he wrote " tell us a reason why I can't download the Direct Deposit form pdf. '' She asked for my user name and password. I asked her does she have that issue resolved because it has been over the two hour deadline that the customer services reps tell me of when issues will be resolved. She said the customer service representatives are giving wrong information. She said IT tickets take 5 business days to be resolved. She said she will email or call me back or one of her representative will call or email me back. 

It has been over three weeks and no resolve on either IT tickets. 
In the meantime, each time I would call to speak to a customer service rep, the automated line asks for card number and pin and gives the balance of my account WITHOUT EVEN GIVING me the option to push to avoid a balance inquiry. I NEVER MADE a balance inquiry, yet Way2Go card is charging me fees for balance inquiries. To date, they have taken a total of {$0.00} and still have not resolved the first IT ticket issue of removing the balance inquiry fees. Under their terms and conditions, it states you can make five balance inquiries for free. I haven't even made one balance inquiry to date, but yet Way2Go card company is charges me fees and taking it out for themselves before they complete the direct deposit transactions. 

To date, Way2Go card has still not resolved the IT ticket issues and have not credited my bank account with the money they owe me. They also have not called me nor emailed me as they claim they will do when IT tickets take as they claim " 2 hours to five business days to complete. '' If you go on their site and click the tab, " Services '' it has a drop down that says " Disputes ''. If you click on disputes, it shows a screen where it has instructions to dispute a transaction. This site won't allow you to click on the balance inquiry fee transactions and the button to click on dispute to submit the dispute is grayed out. This is another problem with their web site. 

They claim their customer service is available 24/7. I have been on hold for multiple nights in a row waiting to speak to a customer service representative and they either hang up on you before you get to talk to a live human being or it keeps you on hold for hours on end and into the nights. 


To see details of the illegal balance inquiry fees, I have attached a document showing proof. 

I have attempted multiple times to get a hold of the XXXX regarding my issues with Way2Go card and with other questions to my claim with the XXXX. XXXX reps have only taken my name, phone number and email address and said they will escalate my issue of wanting to talk to them. They have escalated my issues as critical more than 5 times int he past month alone. 

XXXX has STILL connected me with someone from their department. I have contacted the Oklahoma Senate office multiple times. I have contacted on multiple occasions multiple Oklahoma House of Representatives. One of which contacted XXXX liason on my behalf. The XXXX liason told this House of Rep that I need to keep calling the OESC. Another House of Rep told me to contact the XXXX. I contacted the XXXX, who in turn transferred me to the Oklahoma Governor 's office. I have also shared this information with the Governor 's office and they are raising my issues to an investigation themselves and will file a complaint as well.

Company response to consumer: Closed with monetary relief