Consumer complaint received 2016-05-25
Product: Prepaid card — Government benefit payment card
Issue: Unauthorized transactions/trans. issues — 
Company: Conduent Incorporated (OH)

This card is called EPPICARD, which is the State of Ohio 's " debit card '' where child support payments are applied. ( I have received child support payments via this card since XXXX with only a few instances of fraudulent charges, nothing major. ) On XXXX/XXXX/XXXX, I checked the online portal for EPPICARD and noticed that there were scores of fraudulent XXXX XXXX cards for totaling {$320.00}. I immediately notified EPPICARD and the " vendor '' ( XXXX, who did not have an account for me ) per my credit card holder agreement. I completed/returned the Fraud Questionnaire from EPPICARD on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX " XXXX '' of EPPICARD " denied '' all of my claims except the first XXXX fraudulent charges of XXXX, XXXX, and only reimbursed me {$17.00}. The denial of the remaining fraudulent charges, according to " XXXX '' was based on the grounds that there was a " conflict of information provided by [ me ]. '' XXXX XXXX XXXX/XXXX/XXXX Fraud Questionnaire delineated every, single fraudulent charge and print-out of same. ) On XXXX/XXXX/XXXX, I sent a lengthy appeal letter to EPPICARD re-substantiating my position. On XXXX/XXXX/XXXX, as I had not heard from EPPICARD, I contacted EPPICARD by phone and was advised that the matter was " closed '' because there was a " fair hearing that was conducted and it was determined against [ me ]. '' First, EPPICARD never contacted me after I filed my appeal. Second, I was never advised of my rights to a " fair hearing. '' And, finally, I was NEVER invited to participate in the so-called " fair hearing '' to offer my evidence or elicit testimony supporting my position. Needless to say, EPPICARD never sent me any form of its results from the " fair hearing, such as an an Order, Entry, Recommendation, Finding, Arbitrator/Mediator 's Proposal, Position Statement or any other document advising me of the decision after the " fair hearing '' that was allegedly conducted. I was further advised by the EPPICARD representative on XXXX that I have no further grounds for appeal, because I was allegedly " told at the hearing '' that I " lost '' and missed the " deadline '' to appeal. EVEN WORSE, when I asked the EPPICARD representative when the " fair hearing '' took place, the representative said that I was on a " fraud alert '' and she could not answer any further questions until I correctly answered a series of questions ( I reminded her that I had already answered all the required information that verified me to even get to a representative ). Nonetheless, I was placed on hold for 3-5 minutes, and the representative came back and asked me a series of questions ( mostly credit-based questions, like what street I live on, what year my car is ). When I correctly answered the questions, the EPPICARD representative said, " Congratulations! You can now ask me questions. '' So, I asked her again, " When did the " fair hearing '' take place, and who conducted it? '' The representative then placed me on hold AGAIN, and when she came back, she said, " I am so sorry, but we do not have access to the hearing information because it is confidential. '' ( REALLY?! ) I then explained that as a party to the supposed " fair hearing '' I had rights to the information, and she again placed me on hold and came back saying, " I am sorry your matter is closed, and I can no longer find any information. '' In sum, {$320.00} was stolen from me, and EPPICARD falsely represented that a " fair hearing '' took place, when in fact one did not. Realizing this amount may seen nominal, this is two month 's worth of groceries in my household.