Consumer complaint received 2022-10-08
Product: Credit card or prepaid card — Payroll card
Issue: Trouble using the card — Trouble getting information about the card
Company: ADP Inc. (FL)

Today XX/XX/2022 I'm filing this complaint only because the FTC routed me here first. I've tried to rectify the problem with this company several times. I opened a dispute for a plethora of unauthorized charges on XX/XX/2022, yes I have used the merchant before in the past, which is why I only disputed the unauthorized charges! Fast forward to XX/XX/2022 my claim was closed claiming no error were found. As I stated before on a previous complaint last time the investigation coincidently closed right before 12 CFR Part 1005 ( Reg E ) for my provisional credit to kick in. I did everything correctly. Reported the charges in a timely manner, mailed in Statement Of FrauXXXX via XXXX XXXX mail with a tracking number, and called multiply times to check on my dispute. Each time this company gave me the run around and/or blatantly hangs up in my face, asking for a callback number before every call just not to call you back. The only thing done partially right by this company is issuing me a refund for my replacement card that I ordered expedited, which took longer than advertised. To my surprise I learned that the investigation was reopened on XX/XX/2022 without any notification from this company. Had I not call in I would've never known. Extremely unprofessional but I digress. After finding out the investigation was reopened I rightfully inquired on my provisional credit as that is well within my consumer rights. I was told by one Representative since the investigation was reopened I would have to wait the full 90 days! Can you believe this? Neither can I. My last complaint I also requested proof or any documentation proving their finding on my dispute which is also within my consumer rights, so I can forward to my attorney take a look. Was my request granted? No. I suspect that I wasn't provided that information because they didn't really investigate anything, just decided to side with the merchant! Today XX/XX/2022 after finding out the investigation was reopened I asked for provisional credit as like everyone else I have bills. I was told that a request must be made to that department and it can take another XXXX business days to receive a response not to receive my credit but a response, you would think there would be some urgency since Wisely is already in violation of XXXXode of Federal Regulations. I asked for the department direct phone number or contact and was told that there is no numbers because its an " Internal Department ''. 10 days have transpired since reopening the investigation Wisely By APD has failed to comply with Regulation E and is in Violation. There is no superiors/supervisor that you can be transferred to and every phone call is designed to make you give up on your hard earned money. The customer service agents each tell you a different lie. None of the agents are educated on consumer laws or customer service. I will be looking into filing a FTC complaint also. These people are borderline crooks, extremely miseducated, and need to be retrain expeditiously. I will end with this since rules, laws, and regulations seems foreign to the Financial Institution Wisely by ADP, 12 CFR 1005.11 - Procedures for resolving errors.

( c ) Time limits and extent of investigation - ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.

( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ).

( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ).

( 3 ) Extension of time periods. The time periods in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section are extended as follows : ( i ) The applicable time is 20 business days in place of 10 business days under paragraphs ( c ) ( 1 ) and ( 2 ) of this section if the notice of error involves an electronic fund transfer to or from the account within 30 days after the first deposit to the account was made.

( ii ) The applicable time is 90 days in place of 45 days under paragraph ( c ) ( 2 ) of this section, for completing an investigation, if a notice of error involves an electronic fund transfer that : ( A ) Was not initiated within a state ; ( B ) Resulted from a point-of-sale debit card transaction ; or ( C ) Occurred within 30 days after the first deposit to the account was made.