Consumer complaint received 2025-11-04 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: Conduent Incorporated
State: NY

Complaint narrative:
Subject : Unauthorized transactions on Way2Go debit card I never received violation of Regulation E ( 12 CFR 1005 ) To Whom It May Concern : I am filing this complaint regarding the mishandling of my dispute by Conduent / Way2Go Card in New York State. I never received or activated a Way2Go debit card prior to XX/XX/year>XXXX and I was unaware that any account had been opened in my name before that date. I only became aware of this card when my sons father told my son that he had paid more than {$10000.00} in child support and an additional {$6000.00}. After hearing that, I contacted the New York State Child Support office to confirm, and they informed me that my support payments had been deposited onto a Way2Go Card account in my name a card that I never received or knew existed. After learning this, I contacted Way2Go and discovered that funds had been spent without my authorization. I filed a dispute, but Way2Go / Conduent denied my claim and refused to refund the stolen funds. I then filed a complaint with the Consumer Financial Protection Bureau ( CFPB ), but the companys response was inadequate. They failed to provide proof that I ever received or activated the card, and they did not supply a complete investigation report. This situation falls under the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005 ). Specifically : Under 1005.6 ( b ) ( 3 ), I am not liable for any unauthorized transactions that occurred before I received or had access to an access device ( in this case, the Way2Go Card ). Under 1005.11, the financial institution must conduct a reasonable investigation of reported errors and provide written findings explaining its determination. Way2Go / Conduent failed to meet these obligations. They have not provided : 1. The address where the original card was mailed. 2. The date, method, or location of card activation. 3. Evidence proving I ever received or used the card. 4. A written explanation of the investigation results, as required by law. Because the unauthorized transactions occurred before I even knew of the accounts existence, I could not have contributed to the loss in any way. I am requesting that Conduent / Way2Go and the New York State Child Support Program reinvestigate my claim in compliance with Regulation E and reimburse all funds stolen from my account. I am also requesting that the CFPB ensure Conduent and the New York State Child Support Program follow the requirements of the Electronic Fund Transfer Act regarding : Proper error resolution procedures, Timely written notice of findings, and Full restitution for unauthorized transfers. Timeline Summary : I learned about the Way2Go Card account in XX/XX/year>XXXX   after hearing from my childs father that he had made additional payments. I never received, activated, or used any Way2Go Card before that time. My funds were spent by someone else without my knowledge or authorization. My initial dispute with Way2Go was denied without valid justification. I am now requesting the CFPBs assistance in enforcing Regulation E protections. Attached / To Provide : Copy of my prior dispute correspondence with Way2Go CFPB complaint reference number ( if available ) Any emails or letters from Conduent denying my claim Requested Resolution : That Way2Go / Conduent be required to : 1. Reopen and properly reinvestigate my claim under Regulation E ; 2. Provide written documentation of the investigation and card mailing/activation records ; and 3. Reimburse all unauthorized funds withdrawn before I had possession or knowledge of the card. Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, NY XXXX XXXX XXXX Im asking the the CFPB look into this matter. And the uploads below were previously uploaded in the complaint against the above company on XX/XX/year>. Also the card number that I added on the next page is the debit card that was issued in XXXX of this year when I called about my stolen Child Support

Company response to consumer: Closed with explanation