Consumer complaint received 2024-06-25
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: ADP Inc. (IA)

On or before XX/XX/XXXX or XXXX of 2024, I had let a woman stay a couple nights at my home as she had no where to go. She stole my phone, my wallet, my id, my ss card and everything was in the wallet and the phone, she also stole a laptop computer, antoehr deactivated cell phone, clothes, etc... She waas using my XXXX XXXX XXXX XXXX and XXXX and my physical pay card ( Wisely by ADP ) to make puchases, adding money to my XXXX XXXX then sending it to friends, family and herslef to withdraw it and used atms to withdraw money, without my consent. I have substantial evidence, including an arrest and police finding her with my phone, id, debit cards, wallet, ss card, etc ... and that confirms these transactions were fraudulent. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2024 XXXX XXXX XXXX XXXX XXXX  XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2024 XXXX ATM Transaction ( Domestic ) Fee XXXX XX/XX/2024 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2024 XXXX ATM Transaction ( Domestic ) Fee XXXX XX/XX/2024 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/2024 XXXX XXXX XXXX  - Direct Deposit XXXX MY PAYCHECK However, i have struggled from day one to even file this dispute, they said they will not do anything or even file it or start investigating it until they send me paperwork, ( the wouldn't email or fax it and it wasn't available online - MAIL ONLY ) so I wait and wait for the paperwork, didn't receive it, called 3 times adn finally recieved it like several weeks later and again, only way to submit it to them was mail. I contacted tehm on a regular basis was given different information each time i called and struggled to communicate additional information to support my claim ( being the arrest ) due to the automated response system, the Customer service representatives canned responses and the dipsute teams canned responses.. This decision was made without proper investigation or consideration of the evidence I provided or have attempted to provide, including past transaction patterns that were willingly made and are unrelated to the disputed charges. Under Regulation XXXX, I am entitled to dispute unauthorized electronic fund transfers and request an investigation into such matters. I am seeking the re-opening of my case, thorough review of my case, and the return of ALL the stolen funds. The supporting documents I received only reflect the disputed transactoions and a piece of paper sayign that the merchant confirmed my address, and phone nubmer with me whent hey approved the transactions- well of course they did, she had my phone and my whole identitiy. see attached emails I sent them - there are more, these are just a few, no response from them EVER. they never in any way follow Regulation E AT ALL!! They refunded the fees assosciated with the atm withdraws right away, but NOT the actual ATM withdrawals and a couple other very small charges but anything more than {$5.00} they ignored and ignored my calls, my emails and all attempts i made to offer more information and to question their process. they denied charges that were doen withing seconds of other charges they approved. I did not at all recieve a provisional credit per regulation e and to this day, I can not get an anseer from anybody.. I emailed an appeal and fed ex an envelope of which somebody signed for adn waited like 3 weeks before calling and when i called, they saiod they never recieved anything. last phone call i made, the rep said they didn't recieve anything but ASSURED me i would hear frm them in a couple days or so. I feel I did not receive a reasonable investigation. Despite having and arrest for this theft and previously informing your suuport team as police gathered evedence includng video survelliance, it seems my claim has been dismissed without good cause or explanation. This is a serious matter that not only involves financial loss but also a breach of security and trust. I urge Wisely/ADP to reconsider the evidence provided and acknowledge the gravity of the situation.