Consumer complaint received 2025-06-25 00:00:00
Product: Prepaid card — Payroll card
Issue: Unexpected or other fees — 
Company: ADP Inc.
State: IL

Complaint narrative:
Re : Wisely account ending in XXXX I work at XXXX XXXX who employees 7,000 people, the vast majority of whom are servers who in the past four years were issued Wisely XXXX XXXX pay cards to receive their daily tip income. 

I am irate that three times two different banks in Wiselys network denied me access to my employee pay, violating the Illinois Wage Payment and Collection Act ( 820 ILCS 115/1 et seq. ). Per state and federal labor laws, I am supposed to be able to withdraw from a Wisely in-network bank the full amount of my post-taxed tips from a pay card without fees. Before XX/XX/XXXX I used my Wisely card over 1,000 times during the past year without issue. Now, for no stated reason, both XXXX XXXX  and XXXX XXXX are denying transactions and charging fees on my account. 

On XX/XX/year> XXXX XXXX  ( XXXX XXXX XXXX XXXX XXXX XXXX, IL ) prohibited me from using its ATM machine to withdraw {$170.00} from my Wisely card ( see ATM receipt XXXX ) with a Wisely balance of {$170.00} ( see Wisely app screenshot ). Wisely customer service said the {$3.00} transaction fee was an error and that I must withdraw the balance less this charge. They said the fee should be automatically be credited in two days. I withdrew {$160.00} and the surcharge was not credited and I called back Wisely to refund it. I was told I can also use XXXX XXXX  or XXXX XXXX  to withdraw money without a fee. 

On XX/XX/XXXX my Wisely balance was {$54.00} ( see screenshot ). I used my Wisely card at XXXX Bank at XXXX XXXX XXXX XXXX XXXX XXXX, IL. Upon putting the card in the ATM, I entered my PIN, only to have the ATM reject the transaction ( see ATM receipt ). 

On XX/XX/XXXX I went to the XXXX XXXX  at XXXX XXXX XXXX XXXX in XXXX, IL. I attempted to withdraw {$140.00} from Wisely but was rejected. I called Wisely again and he says there is a new security system Wisely uses with my phone to ensure the transaction is properly authorized. 

1. put the card into the ATM, 2. enter pin, 3. request dollar amount, 4. wait for decline, 5. read a text message from Wisely on your phone about a declined transaction, 6. respond yes to the message, 7. re-insert the Wisely card into the ATM and repeat the steps 1-3 to get the cash.

I did this and withdrew the funds ( see images ). 

On XX/XX/XXXX I went to both XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX  ) and XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX XXXX ) and was not able to withdraw my funds from Wisely ( see ATM screenshots and receipts ). The Wisely customer support person then wrongly accused me of not having sufficient funds in my account after I told her I have {$47.00} per the Wisely app ( see attached screenshot ). I insisted, repeatedly, on speaking to a supervisor but she refused. 

When I first tried withdrawing the {$47.00} from XXXX XXXX  and was declined, I received no text message from Wisely about approving the transaction, like I was told I would by Wisely customer support on XX/XX/XXXX. After I was denied at XXXX XXXX, I get fined two {$1.00} insufficient funds fees. 

Wisely, XXXX contracted with these three banks to issue wages free from surcharges. That these banks now reject even a PIN entry while others perniciously add a hidden surcharge without prior notice is illegal. I got no explanation from Wisely customer service on why these ATM fees are now being charged, also in violation of the Illinois Wage Payment and Collection Act. 

The inconsistency and lack of explanation by Wisely customer service is disarming. Thank you. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation