Consumer complaint received 2022-11-30
Company: Conduent Incorporated
State: IA
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:
This relates to the complaint made against XXXX XXXX XXXX XXXX XXXX. The problems I am having are with the customer service/fraud investigations, this work is subcontracted out to Conduent Business Services , LLC. 

They have now failed to accommodate my formal request for information used in determining the outcome twice, the last time being over a month ago. 

I did a lot of research of lawsuits and news stories and even read accounts of former and current employees. This is a continuation of a pattern of behavior that Conduent has shown repeatedly and seemingly have done nothing whatsoever to remedy the many issues they face. They even subcontract part of the work they are under contract to do for XXXX to another company, its a XXXX  XXXX  set of passing the buck and extracting many bucks from the labor and investment of another company. 

This creates a situation in which Conduent is able to continue to do completely fabricated investigations. Their failure to accommodate a request for documentation is habitual, its one of the most common complaints mentioned by cardholders who are stuck with their terrible service. 

Failing to provide that information in a timely manner had been deemed by judges in multiple court cases as demonstrative of a failure to conduct their investigations in good faith. 

This is backed up by the wildly different investigation results for transactions that were done by obviously fraudulent carbon copy websites offering no real service or product. Also supporting my claim that they absolutely did not do sufficient investigation is the fact that one of my disputes was denied for being refunded. 

A long phone call with customer service revealed that the transaction they were referencing was to XXXX. I was indeed refunded by them, but the refund was obtained by dealing with their customer service. 

( I will note here that I had some facts incorrect relating to this in my original claim. I wrote that the transaction denied for being refunded was XXXX which was one of the three transactions I disputed. I had wrongly assumed that the dispute denied on the basis of having been refunded was XXXX  because they charged me twice and after having dealt with the incompetence of Conduent employees I assumed they had missed one of the transactions from XXXX because I had two fraudulent transactions from them. 

As it turns out, that assumption was giving them far too much credit, because they ended up investigating and sending back a denial saying I had been refunded but it WAS FOR A SEPARATE TRANSACTION, one not included in my fraud report documents. 

A month ago in the same call in which I requested the documents again, I was able to get the disputes reopened. Yesterday, XX/XX/28, I was on the phone for nearly two hours and found out that the disputes were again denied. Keep in mind I had already had a phone call in which I informed them they investigated the wrong transaction. 

However, they denied my challenge to their dispute with no changes, meaning they once again did not perform an investigation at all, much less one done in good faith. To declare nothing changes when they investigated a transaction I wasnt disputing is indicative of what a mess they are running. 

The funny thing is they said one of my disputes showed that a transaction was indeed unauthorized and was refunded {$39.00} for XXXX. I still need refunds for XXXX {$55.00} and XXXX for {$39.00}. 

A running theme employees have is that there is almost no training, people are put on a phone and sit down ( if they can find a chair, apparently they cant always do that ) and that explains how three disputes from carbon copy scam sites can end up with wildly different results, some of which merely sound like a person attempting to approximate the language used by real businesses. 

I looked at Conduents job openings and they are hiring XXXX  agents and fraud services personnel and the listings are the same hourly wage, the same requirements, its supportive of my suspicion that theres no real difference between regular XXXX  and the fraud people. They are given so little room to actually help people that it makes the job sound terrible and indeed has created a high-turnover rate and a toxic workplace. 

Conduent has already had to pay Texas {$220.00} million because they failed to properly train remote workers doing customer service and because of this failure ended up racking up hundred of millions in XXXX for services that shouldnt have been approved. 

They have settled out of court with a prospective employee who was ghosted by the people he talked to after revealing he was XXXX. The same disregard for the disabled is shown in the plethora of accounts like mine, from XXXX XXXX recipients, elderly people and worst of all their treatment of XXXX who bravely served our nation in war. Its abhorrent and this company shouldnt be allowed to handle any government-related business as it continues to prove it is incapable of doing the job sufficiently. 

After I initially complained against XXXX, more advocacy people began calling. It was always early in the morning and I missed the call but called the number they gave and left dozens of messages, tried all hours of day and night and no matter what I get one ring and a machine. 

This has been insane. I dont know whether to laugh or cry as this situation continues to become more and more ridiculous and I feel like XXXX pushing a boulder up a hill for three months. I received far more help from the criminals who fleeced me that the people tasked with helping me. It is just unacceptable on so many levels.

Company response to consumer: Closed with explanation