Consumer complaint received 2022-10-21
Company: ADP Inc.
State: NJ
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
Dear Consumer Financial Protection Bureau. I am filing a third complaint concerning the previous complaint below. 

Good afternoon, Consumer Financial Protection Bureau. Thank you for our phone consultation and expressing to file another complaint. Below is the initial complaint that was filed : Wisely Pay has a feature called preauthorization hold that's automatic. I am seeking for Wisely Pay to please stop having this feature applied. There are declines when there are sufficient funds because of this. These transactions are not out of the U.S. There is a transaction that was disputed. I filed a claim within the timeframe. I expressed that the transaction was not authorized. Wisely Pay had not resolved the issue or proceeded with the claim when it was requested in writing for Wisely Pay to do so. Per our phone consultation, I am refiling the same complaint because Wisely Pay had not followed their protocol. The protocol is to present what Wisely Pay had utilized to make its determination. Wisely Pay had not presented to the consumer what was utilized when responding to the complaint. This was requested in-writing. 

Response : STATUS Company responded on XX/XX/2022 RESPONSE TYPE Closed with explanation Company 's Response Thank you for your inquiry and for allowing us the opportunity to address your concerns. Unfortunately, we were unable to speak to you directly by phone or leave a voice message regarding the details of your complaint. Our records indicate you called on XX/XX/2022, to initiate a dispute claim for three transactions totaling {$150.00}. Our investigation began immediately after the transactions were reported. On XX/XX/2022, our investigation finalized determining that no error had occurred. Upon the receipt of your recent inquiry, your claim was reopened, and the merchants provided us with sufficient evidence deeming the transactions as valid and the investigation finalized. We mailed you the compelling evidence on XX/XX/2022. If you have any questions regarding the transactions, we advise you reach out directly to the merchant for further assistance. We apologize we have not been able to deliver the resolution desired. 

The merchant was contacted ; I had inquired on the investigation that was conducted. I was shared that all the information contained was that the transaction was disputed. In addition, the email provided " XXXX XXXX will work directly with them moving forward '' leads me to believe that there was nothing conducted between the bank and the merchant. I was directed back to the bank concerning this. Also, there is nothing from Wisely Pay upon inspection of the address listed on the account. Please review their most recent email. I am not being told the truth and am filing a third complaint. Concerning this, there will be attempts to contact Wisely Pay directly. In addition, another Wisely Pay card was ordered. Wisely Pay is experiencing technical difficulties.

Company response to consumer: Closed with explanation