Consumer complaint received 2023-08-04
Company: Conduent Incorporated
State: MI
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
Good morning, I am contacting you today in regards to a fraud dispute I had opened with the company Conduent and their Go Program Fraud Dept. 
On XX/XX/XXXX, I noticed that my children 's child support money that gets loaded on my card, was being used by someone other than myself. Charges from places I never did business with, showed up on my account. Upon further investigation... I realized that the charges began on XX/XX/2023. 
I immediately went to the XXXX XXXX Sheriff 's Dept . here in XXXX, MI and made a police report. The police felt that I was a victim of fraud. 
When I got home, I called the card company and made a dispute claim with the fraud Dept. ( XX/XX/XXXX ) I was notified that I would receive documents in the mail to fill out and return. Those documents never came by mail. I was told that the dispute would be resolved within 30-60 days from a female CSR. I informed her that I made a police report and gave her the complaint number. 
XX/XX/XXXX I called the company as it had been over the 30 days and did not hear back from them. I was told by CSR XXXX that the dispute was ongoing. And would take a minimum of 45 days and up to 90 to resolve. 
On XX/XX/XXXX I received a denial letter from the Go Program Fraud Dept. dated 12 days prior. Which would in fact be the same day I spoke with CSR XXXX. It took 12 days for the Company to send this letter to me! Not the companies standard practice of 5-10 days. 
So the same day XX/XX/XXXX I called the company and spoke with CSR XXXX. I explained the I needed to speak with a Supervisor. She informed me that the original CSR did not make any notation of my police report or complaint number from my first call to the fraud dept. That the first documents from the Co was to send me showed going out. But that the second set of the same fraud documents did not. They got stuck in the system. So I asked again for a supervisor. I was transfered to floor Supervisor XXXX. I then updated him on everything that had occured up to that point. Then asked how can a person provide documentation to the Fraud dept. If the first line of defense ( CSR ) fails to correctly make notation of the situation and ... if the company fails to send out the documentation they require? He understood that the company had not done a good job of handling my fraud claim and apologized. He also referred the original CSR to have additional training and requested review of the first phone call recording for the additional training purposes for the CSR. 
I was told to email the next day after I got a copy of the police report after 24 hours had occured so that the expedited claim would show in the system. I was also given an email to directly send in these documents along with an explanation of what had occurred. As I explained that I can not count on the company to send their required documentation. 
On XX/XX/XXXX I emailed my police report documentation to the company along with an explanation of the fraud i had experienced and what had occured so far of my experience with the dispute. I had been told by Supervisor XXXX that it would also take 24 hours for my documentation to show up in their system. To call back at the least, after the 24 hour waiting period. 
On XX/XX/XXXX, I called back to inquire on my claim ( # XXXX ) I was informed that they had recieved my documentation and that it was being handled. That I should recieve documentation or a notification shortly. 
Yesterday, XX/XX/XXXX. I called the company again. I was informed by Supervisor XXXX, that the claim was again denied on the XXXX. So within a 24 hour period of the claim showing up in the company 's system they denied my claim. That the company again found a conflict in the information I provided. I am beyond upset. The police, the authority in our Country, deemed me as having been a victim of fraud. I have hours upon hours trying to resolve this. I feel the company has been negligent in handling my dispute right from day one. 
That the financial hardship this has created has caused undue emotional duress not just on myself but my entire family. I have had to use what little bit of savings I had and my credit cards to offset the damage that has been caused by this. I am not further in debt and am having major financial trouble due to this whole incident. I feel the company only further victimized myself by their negligence in handling my dispute. I am a recipient of Social Security as I am legally XXXX in my XXXX XXXX and have a XXXX XXXX. I am of limited financial means and considered a vulnerable member of our adult population due to this. Please help me! I just want to get my children 's money back for them so I can get the what they need for life and the up and coming school year. Thank you for your time. 
Respectfully, XXXX XXXX

Company response to consumer: Closed with monetary relief