Consumer complaint received 2021-05-14
Company: Conduent Incorporated
State: NY
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
To Whom it may concern received a certified letter from Conduent state and local solutions Inc XXXX XXXX XXXX XXXX TexasXXXX dated XX/XX/XXXX. The letter stated that my New York state debit card EPPICard which has the balance of {$5000.00} would be turned over to the state by XX/XX/XXXX. because no transaction or activity was done on the card since XX/XX/XXXX. ( will enclose a copy of the letter XXXX the letter required that I call, use the card, or complete and sign the letter and return it to prevent this. I realized that I could not use my card because the card I had in my possession expired XX/XX/XXXX. XX/XX/XXXX, I called the number provided in the letter XXXX requesting not to have my account turned over to unclaimed funds and in the conversation, I told the representative that my card had expired since XXXX XX/XX/XXXX and the representative told me that she would send me a new card but the cost would be {$5.00} ( XXXX dollars ) and I agreed. I waited and I did not receive the card. I made several calls to Eppicard during which I would receive voice recording saying that EPPICARD no longer manages XXXX XXXX XXXX  and a number to call XXXX  XXXX XXXX provided then the call would be disconnected. So I contacted XXXX  XXXX XXXX and was told that they did not have an account under my name or SSN and I was told to contact NYS I was told by XXXX  that all accounts were turned over to XXXX XXXX XXXX. I told the XXXX representative that I understand but I have a balance on my EPPI card since XXXX and they told me to contact Eppicard for the balance. This back-and-forth process went on for a while. 
On XX/XX/XXXX I got a representative from EPPIcard who told me that they are not seeing an account under the social security number I was providing she kept on asking if that was my correct social which I said yes. I then insisted that I do have an account with EPPIcard and that I needed to find out what was happening. I told her to search via name or get me a supervisor that can help because I do have an account. She then decided to search via name and then she was able to access my account she told me that there was a negative balance on my account and I told her it could not be so. she informed me that my card was sent to Texas which I told her this could not be, because I live in XXXX XXXX  XXXX. She then informed me that there was a negative balance on my card and that my card was used in Texas XXXX. She then stated that she will file a dispute however she told me that some of the charges were still pending and informed me to call back and make another claim for those pending charges. I agreed to filing a dispute and to calling back. 
She told me that she was going to send out a new card and that the charges would be reversed temporary and that I would receive documents from the fraud department and I was to fill those documents out and return them. 
I then made several calls checking on the status of my claim. The representatives were still not able to locate the account by SSN but they could locate my account by name. On one of the calls the representative told me that my SSN was incorrect. I then received a letter XX/XX/XXXX denning my claim I Called EPPIcard and was forwarded to the fraud department who requested now that I email or fax a copy of my drivers license as proof of ID. I was then told that My SSN was incorrect and thats the reason my claim was denied. I was told that I was to get InTouch with the XXXX XXXX XXXX XXXX XXXX and have them correct my SSN. On XX/XX/XXXX I went to the XXXX XXXX department of XXXX XXXX XXXX the office was closed to the public because of COVID. I was given a notice by the security guard of numbers to call. I called, on XX/XX/XXXX and was told that I would receive a call back in 24-48hrs. On XX/XX/XXXX I received a Call and told the Supervisor at XXXX XXXX XXXX  that my SSN was incorrect and she said they would handle the matter I explained to her that EPPI card is requesting that she call the company to fix this problem and she told me to call back Eppicard because once it is fixed in the system it is fixed also at EPPICARD. 
XX/XX/XXXX I requested to speak to a supervisor and the representative told me that they would escalate the case to-date I have not been able to speak to a supervisor I was told that my case was closed. I called XXXX XXXX  which distributes the eppicard and was told that that just make the plastic they dont manage the money. I was told that my case was closed and will not be reopened and the money would not be refunded. Since XX/XX/XXXX, I have made over XXXX of calls to EPPICARD at XXXX which is managed by Conduent state and local solutions IncXXXX XXXX XXXX  XXXX Still no resolution all Purchases were made XX/XX/XXXX XXXX over 30 transactions were made on the card. I tried explaining to the company that I dont live in Texas Never visited Texas or know anyone in Texas and I Can provide proof that i did not go to Texas still my claim was denied. I live in XXXX XXXX XXXX XXXX. I try to explain that my card was inactive and such frequent activity over a few days does not match my pattern of use but my claim was still denied, I requested an affidavit of fraud to file a police report and was told that the company does not provide this information or document. I asked to speak to a supervisor several times and was placed on hold and then my call was disconnected.

Company response to consumer: Closed with explanation