Consumer complaint received 2024-07-12
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Conduent Incorporated (OK)

XXXX I contacted Way to go payment processing service, broad services department to let them know about an unauthorized transaction that occurred on my card ending in XXXX XXXX I called customer support and filed a fraud claim on my card ending in XXXX with goPro way to go card. I reported an unauthorized transaction in the amount of {$150.00} purchase. The company informed me that when filing a fraud claim that my card would get deactivated and I would be sent in the mail a new card. 
Within a few days, I received a letter in the mail from the XXXX fraud services department with my tracking ID XXXX The letter stated that they had started the investigation for the claim in the amount of {$150.00} and that they would complete their investigation within 45 days unless alleged air involves a point of cell transaction in which investigation may take up to 90 days. 
XXXX I called customer support to inquire about any information that had been found out about the transaction. 
XXXX I called customer support to ask them about a letter I had received that stated that a provisional credit in the amount of {$150.00} was issued on XXXX And that it would post to my account within three business days. The letter also stated that I would have full access to these funds while the investigation is being conducted. When I told the customer support that I had yet to receive the provisional credit, I was told that the day that the provisional credit was loaded onto my card. It was withdrawn a few hours later Because the investigators have made contact with the merchant whom made the fraud transaction and that the merchant had stated to them that they would reimburse my card and load the money back onto it for the Unauthorized transaction {$150.00} ( So the same day that they loaded the money onto my card with the provisional credit, they turned around and took it right back off ) XXXX was 90 days after I filed my initial investigation for the fraud Transaction XXXX XXXX I contacted customer support to ask about my payment being loaded onto my card on the 90th day after the transaction had occurred. I was told that the money should be loaded on my card by midnight the following morning. However, the money was never loaded onto my card. 
XXXX I contacted customer support to explain to them that I still have not received the payment that the merchant stated that they were going to refund for my fraud claim for {$150.00} And I also made them aware that it was past the 90 days after I had filed the initial fraud claim. The lady that I spoke to at customer support at way to go program, told me that the provisional credit was never withdrawn once they loaded it onto my card and that I had spent it. Up until this phone call I had agreed with everything that the customer support had said we were on the same page and today when I call the lady tells me that the provisional credit that was put on my card was never withdrawn from my card. I asked to speak to her supervisor, but was put on hold for over an hour. The transaction happened over 90 days ago and I just want the refund and for the card company to be honest with me and their customer support representatives. Tell me the same story and not get different stories from different employees. The lady that I spoke to today at the way to go program fraud services line was rude and not not willing to cooperate or listen to what I had to say. I would appreciate if someone would look into it, and I could actually get a refund that the company promised me that they would do within 90 days after I filed the initial claim