Consumer complaint received 2022-06-03
Company: Conduent Incorporated
State: AL
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:
There are actually two disputes the first one I was charged twice for a donation I made once, and the second I made an I.V.R transfer from the way to go card services to my bank and never received the money. On XX/XX/XXXX I made a donation of XXXX to XXXX XXXX ministries and I was charged again the XXXX on XX/XX/XXXX when I called to dispute this the person I spoke with argued with me saying I was not charged twice and said she would mail me a statement proving that the XXXX was not charged twice to my account I received the statement and yes I was charged that amount twice. I notified the company about this matter on the same dispute form as the other issue but this company does not seem to even know anything about the matter. On XX/XX/2022 at XXXX am I called my way to go card service telephone number and done a first time transfer from my card at way to go where I receive my unemployment benefits to my bank for the amount of XXXX. The policy of way to go and XXXXXXXX XXXX states that all first time transfers take seven business days due to consumer laws. I waited around a week or so checked my balance and the XXXX was deducted from my card balance but it had not been deposited into my bank so I contacted way to go and spoke to a lady who I expressed my concern to and she told me I had not given it enough working days that it takes fourteen days and that I needed to wait until the next week and call again if I still have not received the money. I had to call back the following week this time the lady I spoke to showed concern and said she would transfer me to the dispute department where they would issue a reversal of funds immediately. She transferred me to a man who began questioning me on my last ten transactions that I would have to tell him exactly what they were and when I could not he said I had to email a copy of my identity to him then call back before he could help me. I waited until I was calmer called again the next day was never again asked anything about my last transactions or my identity but was put through to a manager who was also supposed to stop this transfer and reverse the payment back to my card but instead she put me on hold a few minutes then came back saying that I really had not given it enough time that in two days it would be enough but asked what I wanted to do and I said I wanted to cancel and dispute the transfer then she said she would have to mail me a dispute form in which I would then have ten days to mail back in to them and if I did they might possibly put the funds back into my account until an investigation could be done. I waited over two weeks and still did not receive the dispute form so I went online and found one and filled it out and faxed it to them on XX/XX/2022 and I called and confirmed they received it. A couple of days later I did receive the form in the mail the manager mailed it should not have took that long to mail to me so then I received a strange email from what looked like Conduent way to go card services stating my transfer for XXXX had been successful and it was dated for XX/XX/2022 at XXXX am I tried emailing the sender back but it was invalid then I tried to go to the websites in this email but they were not valid so I looked into the security of the email and it was a spoof or fake email in which you can put any date and time and send to someone and it look like it was received on the fake date but it was a fake. I contacted way to go and asked if they sent emails to customers confirming transfers they told me no they did not. I then waited a couple days called about my dispute was told there would be a decision made on the XXXX of XXXX I called on the XXXX and was told that I had been denied a refund and I should receive a letter explaining why I just received the letter on XX/XX/XXXX it only says i have been denied based on the information they had there was not any errors on my account and it was signed dispute resolution department no other names. That is where I am right now they took XXXX from me and I do not know what I can do but I do know that something is very wrong with all of this please if you can help me.

Company response to consumer: Closed with explanation