Consumer complaint received 2021-01-21
Company: Conduent Incorporated
State: FL
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
I am writing because I have a problem with the Eppicard that handles the disbursement of my child support. My card has been fraudulently hacked and used for cash purchases, ATM withdrawals and cash back purchases. These transactions happened over a serious of months without my consent, knowledge, or approval. When I tried to dispute it with Eppicard, I was quickly shut down after only hearing or receiving notes from me one time, with no arbitration, rebuttal, or anything : just a straight NO There was a conflict found in their investigation and it is closed. And I not only received this letter once, but twice with two different case numbers on them, one dated on XX/XX/XXXX, and the other on XX/XX/XXXX, the same exact letter although I only had one dispute with them. 
I have written the PA State Attorney General Office and they referred me to write to Floridas, as I did and they were very helpful and did advise me to write to PA XXXX and the PA Child Support Office which I will be CC them on this as well. 
I am attaching a few documents, but more can be provided if need be. I have below : The print outs of the Cash items that have been taken from my child and a more detailed list and breakdown as well. The two exact letters from Eppicard saying that a conflict has happened, even though I have never been to the following states where the thefts occurred : XXXX XXXX, CA, XXXX XXXX, Fl, XXXX MS , XXXX XXXX MS , XXXX Fl, and was no where near XXXX, PA on the day these transactions occurred. 

I need help in obtaining my money back from these fraudulent activities. 
This is a debit card supplied to me from the PA child support department. My daughter is XXXX years old and I just recently within the past two years has begun to get money for the first time in her lifetime. With that said, I was saving the money for this past XXXX XXXX. I attempted to use the card for a purchase, and it came up declined on XX/XX/XXXX for a sub from XXXX XXXX and XXXX cents went thru. Shortly after this, I checked the balance by using the number on the back of the card. I then found out that I had no money on my account. I called Eppicard and had them mail me ( transaction activity history ) and found that to my surprise there were multiple ATM, cash back, cash withdrawals, and a prepaid wireless payment made that were charges and withdrawals made not by me or anyone I know. The cash withdrawals, ATM withdrawals, and cash back transactions occurred in different states that I never even have been to ever. All the while the card has never ever left my possession. 
I contacted Eppicard and filed a dispute with them. I also took time to break down the charges I was disputing separately and put them on a separate sheet of paper different from the transaction history forms they mailed me ; to make it easier for them to review. I month had gone by and I received a letter saying, that during their investigation they couldnt confirm that fraud had occurred, and that they found conflicting information. Lastly, that my dispute was closed in their favor. I called them many times, as you do get an initial representative that does some initial screening then you go on the hold of your life. Im talking 3 hours hold times, and most times only to be hung up on, disconnected and / or they say they cant hear you call back. 
I XXXX  this company and found that the exact same thing and nearly the exact same scenarios has and is happening to others. And it is not just people that get PA child support, its other individuals that receive other means of money. Heres the link to check it out : XXXX XXXX XXXX page. 
NOTE : _ Underscore between scam and alerts. 
With this knowledge and my last conversation with a supervisor about the dispute, I believe that they, Eppicard, is somehow involved in the scam. Because they have the same multiple complaints and are the only ones with credible access to all our individual card information ( If we all have them in our possession ) and refuse to help anyone and hung up on you ; and furthermore, tell you, your case is closed, you get one shot at a dispute and there are NO arbitrations with their company. 

XX/XX/XXXX XXXX, PA XXXX CASH WITHDRAWAL XX/XX/XXXX XXXX, PA XXXX ATM WITHDRAWAL FEE XX/XX/XXXX XXXX, PA XXXX CASH WITHDRAWAL XX/XX/XXXX XXXX, PA XXXX ATM WITHDRAWAL FEE XX/XX/XXXX XXXX, CA XXXX CASH WITHDRAWAL XX/XX/XXXX XXXX, CA XXXX ATM WITHDRAWAL FEE XX/XX/XXXX XXXX, FL XXXX Cash Back XX/XX/XXXX XXXX, FL XXXX Cash Back XX/XX/XXXX XXXX, MS XXXX Cash Back XX/XX/XXXX XXXX, MS XXXX Cash Back XX/XX/XXXX XXXX, MS XXXX Cash Purchase XX/XX/XXXX XXXX, FL XXXX Cash Back XX/XX/XXXX XXXX, FL XXXX Cash Back XX/XX/XXXX XXXX Prepaid PYMNT XXXX ( FL ) XXXX XX/XX/XXXX XXXX, PA XXXX CASH WITHDRAWAL XX/XX/XXXX XXXX, PA XXXX ATM WITHDRAWAL FEE XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents XX/XX/XXXX {$0.00} cents

Company response to consumer: Closed with explanation