Consumer complaint received 2020-10-06
Company: Conduent Incorporated
State: WI
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
This company is a joke! I have tried and tried to get a resolution to the issues I have been having with my child support debit card and to no avail. I have spent hours on the phone trying to speak to someone for going on two months!

I originally called into EPPICard when I went to make a purchase for my child and the debit card was declined. Called into the 1-800 number on the back of the card, and found out via an automated messaging system that stated the following : " We have an important message for you regarding your account, please hold for the next available representative. '' I held on the phone that day for four hours and no one picked up, and there is no option to leave a callback number. 

The next time I called in was on XX/XX/2020 and was on hold for three hours. When the representative answered the phone, he gave an introduction and then disconnected the call before even allowing me the opportunity to speak. I called right back into the same number yet again where I was on hold for another two hours before someone answered my call. Held for 5 hours all to find out that she could not help me and had to transfer me to another representative where I held for an additional 45 minutes. I had now been on the phone for 5 hours and 45 minutes trying to reach a resolution and most importantly find out what exactly had been going on with my child support debit card. Once I finally was able to speak to a representative, I then found out my card had " potentially '' been compromised but that she could not help me because they needed to see photo identification due to my phone number changing. It is important to note that my phone number has been updated with the state of Wisconsin Child Support Agency and that I was capable of verifying all the information on the account up to and including the old phone number on file. ( This included my Social Security Number! ) She provided me with a weird email address where I was instructed to send a picture of my driver 's license or photo identification but that I would have to wait 24-48 hours for the email to be reviewed and approved. Once approved she advised that I would need to call in again and go over the " potential '' compromises that were going on with my card. I personally found this to be rather ridiculous considering that I had spent countless hours on the phone waiting to even speak to someone all for a representative to tell me that I would have to call back in again! No one at this company cares about the amount of time spent on hold waiting to speak to someone all to find out that this garbage company needs more information before they can share any information about my child support account. 

After my ID was approved which took 48 hours, I had since spent countless hours on the phone trying to make contact with this company all for the system to hang up on me and the call not being completed. I filed a complaint back in XXXX on this ridiculous joke of a company all for them to send a letter advising they had been trying to contact me. This garbage company called me once and left a voicemail as I like most people work for a living and since had been impossible to get ahold of. I called back twice and left voicemails for this company and my call was never returned. About two weeks ago, I got a letter in the mail advising EPPICard wanted to resolve the complaint and provided me with a phone number and email address to contact them. I called the phone number on the letter and even tried emailing and guess what!? No one returned my call and my email bounced back to me! 

Finally today, XX/XX/2020, I called in and was able to get through to someone after holding on the phone for 1 hour and 25 minutes all to find out that my card had been compromised and the charges did not go through. When speaking to the representative, she advised that I would need to have a new card issued to me and that it would arrive in 5-10 business days, or that I could have it expeditated at my expense for {$15.00}. I explained to her the amount of time I have spent on the phone trying to speak to someone about the issues I was having and that it was ridiculous that I would be expected to pay extra fees to have my card expedited and that my experience with this company had and has continued to be anything less than pleasant. I refused and will continue to refuse to pay extra money for a card to be sent to me faster when this company has taken countless hours of time away from me and my family. Fortunately, I do not rely on child support to support my child and his needs! However, I do feel bad for people who rely on this garbage company who is being funded by the state of Wisconsin to pay their bills and feed their children. Stay away from this company at all costs, what a joke!

Company response to consumer: Closed with explanation