Consumer complaint received 2024-01-04
Product: Prepaid card — Payroll card
Issue: Unexpected or other fees — 
Company: ADP Inc. (IA)

I have my payroll done by ADP/WISELY, which is placed in a Wisely prepaid account and I have access to it via a mobile app. They supply a prepaid card which I can then load money from account on to to use. 
On XX/XX/2023 I called Wisely who issues the card to report unauthorized charges to my account. I also had my card cancelled and requested they send me a new card. 
I called Wisely a second time on XX/XX/2023 concerning the status of my account and the proceedings. The rep informed me that they had found all of the fraudulent charges and the total came to {$1100.00}. the rep said they would be sending me some forms in the mail that I needed to fill out and send back in order for an investigation to start. He said I should receive the forms in approximately 8 days or XX/XX/2023. I contacted Wisely by phone for the 3rd time on XX/XX/2023 to report that i had not received the forms yet. The rep. Told me to give it another 8 days to arrive and that they had credited my account for {$500.00}. But I still had not received my new card yet. Approximately 10 days later I received the forms and immediately filled them out and returned them certified mail. I also received a listing of all of the unauthorized charges to my account along with a partial listing dated XX/XX/2023 of the credits which the merchants reversed back to my account. I added these up and they totaled {$790.00}. my account was only credited with {$520.00}, there being a difference of {$270.00} not credited to my account. On XX/XX/2023 I received the final decision letter along with a partial list of the unauthorized charges which Wisely decided they were not going to credit back in to my account. As some of these charges had the same domain name and phone numbers of some of the charges the merchants had credited my account it seems strange these were decided to not be fraudulent. So, I quickly wrote a letter to Wisely on XX/XX/2023 disputing the decision and requested the paperwork they based their final decision on. The amount they decided weren't fraudulent totaled {$720.00}. I never received a response to my request. On XX/XX/2023 I opened up my account in my Wisely app and was not able to bring up my statements for the months of XX/XX/2023 through XX/XX/2023. They were not there. Wisely gave me lists of the unauthorized charges to my account totaling {$1100.00}. I used the same lists sent to me by Wisely, and my total comes to {$1500.00}. a list of credits they sent me of the merchants reversals totaled {$790.00}, Wisely credited my account for {$520.00}, which is {$270.00} short of the merchants credits. The list of charges not allowed credit to my account totaled {$720.00} which added to the merchants list of {$790.00}, totals {$1500.00}. After subtracting the {$520.00}. Actually credited to my account from the total unauthorized charges of {$1500.00}, my account is still due {$990.00} from ADP/WISELY. These figures are based on the lists which I received from Wisely. There is quite a big discrepancy and I do not believe charges to my account can be both fraudulent and not fraudulent with the exact same domain name and phone number. As ADP/Wisely advertise 24/7 cyber security protection on customers accounts and coverage of unauthorized, fraudulent charges, I respectfully request from ADP/WISELY relief to my account for credit of {$980.00} which I believe is owed to my account for the fraudulent charges. Now going on 5 months, I am behind in all of my bills and believe closure to this issue is long over due. 
Sincerely XXXX XXXX Enclosed documents