Consumer complaint received 2018-06-28
Company: Automatic Data Processing, Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
At XXXX XXXX on Thursday, XX/XX/2018, I had received a text from XXXX XXXX reading " A deposit of {$41.00} has been made to your XXXX Card by ADP ( R ) ending in XXXX. Your card balance is : {$48.00} '' At approx. XXXX XXXX - XXXX XXXX, I had realized my card was not where I last saw it. So, I decided to put it on XXXX XXXX or XXXX XXXX, as I remembered the numbers. This is confirmed as I put my card number into my phone multiple times, along with my last 4 digits of my SSN and security code, when asked by ADP. The card had went through, and I was able to access my account. 
XXXX XXXX error message reads " Card not supported Your card issuer does not support this card for XXXX XXXX yet. '' I was unable to take a screenshot as I received an error message saying there is a security policy. XXXX XXXX had an error message reading " Card couldn't be added You can try again later or try adding a different payment method ''. There is a screenshot of that as well. 
At XXXX XXXX, on the same day, after an unsuccessful attempt at putting my card in XXXX XXXX, an authorization of {$0.00} was declined on my card. No money was taken from my card. " Your XXXX Card by ADP ( R ) ending in _____ had declined authorization of {$0.00}. Your card balance is : {$48.00}. '' At XXXX XXXX, I had asked for the card to be suspended, and the woman on the phone put the card on a hold. I was told that if I do not find it, to " please call back to report it as stolen ''. I had went to bed after that. 
Later that day, at XXXX XXXX, I attempted to try XXXX XXXX again, as I did not get directly denied from XXXX XXXX, so I assumed it was an error. I have received the same message a from the one at XXXX XXXX, saying the card had declined authorization of {$0.00}. I did not realize at the time that the card was not re-activated.

Then, at XXXX XXXX, I received a text message from the XXXX by ADP ( R ) text service saying that my card 's status had been updated. I called at XXXX XXXX to lift the suspension and the robot told me my card was " ready for immediate use ''. 
At XXXX XXXX, without my phone, I received 4 messages at once, two
saying that the card had declined an authorization of {$1.00}, two saying the card declined a {$0.00} authorization. 
At XXXX XXXX, I got my ( albeit annoying ) balance update. My balance was the same at XXXX XXXX as it was at XXXX XXXX, after the deposit.

At the times of XXXX XXXX and XXXX XXXX, I received the sudden influx of messages again. My card had declined 2 authorizations these times, one for {$0.00}, and one for {$1.00}. 
At XXXX XXXX,  my card declined an authorization for {$0.00}. 
At XXXX XXXX, I believe I had decided to suspend the card and report it as stolen or missing. I was told I would get the new card between XX/XX/XXXX and XX/XX/XXXX. A whole 2 weeks from this complaint. 
There were many phone calls made to XXXX Card by ADP. I called at the following times to report the same issue : XXXX XXXX, XXXX XXXX, XXXX XXXX, very briefly at XXXX XXXX ( 4 seconds in I didn't feel like dealing with them ), and again at XXXX XXXX. 
I had explained the first time that I didn't understand why my card was getting denied, as I had over the amount I was purchasing on the card, and there were no taxes on the purchase at that moment. The purchase was for {$2.00}. The woman on the phone told me that she is sorry that I had to go through that, but it was not the card issuers fault and to call XXXX XXXX the merchant ) for this issue. 
I had called XXXX 2 different times, and though the second time I called I was directed in the wrong way, the man on the phone told me he doesn't understand why this is happening, but this is not the merchant 's fault. I called ADP again. 
The response was the same exact thing every time, " I'm sorry, this isn't our fault. You have to contact the merchant. There are no flags on the account, and it has been successfully re-activated. '' I went to XXXX XXXX and talked to a XXXX representative at the store. He said, " This is not a merchant issue, this is a card issuer problem. I have 3 cards, and my XXXX can only take 2. Some cards do not do online services, and some cards do not accept XXXX. '' This is only partially true. My XXXX Card by ADP ( R ) was accepted and used before on online shopping sites, for example : XXXX, XXXX XXXX, and XXXX. 
I called back ADP and told them I was directed to them. The woman on the phone, with the same voice and similar names ( " XXXX '', " XXXX '', " XXXX '' ) told me that this is not ADP 's fault. I could hear laughing on the phone as this was happening. 
I decided to call VISA, this is a VISA prepaid processing card after all. The woman who picked up said she's sorry, and she will add me to a call with XXXX XXXX. I waited for 7 minutes before the high-pitched piano music got to me. I had decided to call XXXX XXXX, but before that I called New York State Department of Financial Services to file a complaint. I was asked for a bank, and I wasn't sure, as there were 3 banks connected to this card. I was told that there was no XXXX XXXX on their servers, only XXXX XXXX XXXX and XXXX XXXX. One of the three, XXXX XXXX XXXX, was not recognized by the lady on the phone. The same lady asked me how XXXX XXXX was phrased, and I came to the conclusion that maybe this wasn't a right call. 
After a XXXX search, I had found out XXXX XXXX was a bank, based in XXXX. I called and a man picked up, and I explained my issue. He told me, " We only issue the cards. We can not look at transactions or anything. You have to call ADP. '' That is where I did a quick XXXX search and found consumer finance. 
The people at ADP refused to look deeper into the issue. I have no idea if I will get my money on the new card, and they refuse to take responsibility over the issue.

Company response to consumer: Closed with explanation