Consumer complaint received 2020-05-21
Company: Conduent Incorporated
State: FL
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
So I got my Way2Go card for unemployment because I had not had a chance to set up a direct deposit into my own bank. That was due to not getting a PIN number and is a story for another day. Anyway, I got my Way2Go card and a simple piece of paper with it saying how to activate it ( the PDF is attached ). I went with the online option and it was all good until step 3 in making the account. Everything was green and said that I had a good username, password, and email address. Then it told me, " Account information is invalid. Unable to locate a customer record that matches the information entered. '' Didn't say the username was incorrect, didn't say the password did not meet the criteria, and didn't say the e-mail was wrong. It literally could not find my record. So I tried calling them. Their system is VERY automated. I got to the automation and got the card activated but I still wanted the online account. I should also mention that they e-mailed me saying I changed the PIN for the card ( which I still wonder where they got the e-mail address from ). It still did not work and again was telling me, " Account information is invalid. Unable to locate a customer record that matches the information entered. '' So I tried calling them a few more times hoping to get a hold of someone to help me set up my account. Again, all I got was automation when I hit the button for " General information, '' and there was no option to talk to a representative. I said " representative '' a few times in the phone too hoping that it would get me to a representative like other companies have automated systems do ( and I did try a few other words like human ). The letter that came with the Way2Go card had one last final option, download their app. So I did that. Again I tried to set up an account on the app. This time instead of listing username, password, and e-mail ; it just had username and password. I would not get past this page while setting up my account. I changed my password so that it no longer added the " optional '' special character that they said I could use. I was finally able to set up my account online. 

Once I got in on the app I saw that {$1.00} was missing from what I had started with and I took a look at the charges. I then noted that {$0.00} had been taken out twice for " IVR BAL INQUIRY FEE. '' So now that I had my online account I could actually view the Wat2Go card 's policies on Fees. Every respectable business sends that stuff with their card or has you set up an account before hand. Bottom line other business provide that information, where as this shady one charged me first and then provided the information about fees. The fees they charged me were because I had called over 5 times in a month ( I got the card today XX/XX/2020 ). They charge {$0.00} every time you call over 5 times in a month. I never got to talk to anyone about my issues with the website. I am trying to get a hold of someone to dispute the charges as I write this, but as of now I have been on hold for over 2 hours, and this call cost me another {$0.00}. I would have done it online but you can not dispute these charges online. 

On the 1 paper they sent me it did say that once I create a PIN I agree to their Terms of Use, but I should be able to read those BEFORE I have to agree to them ; and I could not do that until after I created an online account.

Company response to consumer: Closed with explanation