Consumer complaint received 2024-09-10 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Conduent Incorporated
State: SD

Complaint narrative:
someone had been draining my way2 card for child support the months one XXXX  and XXXX  until i notice XXXX XXXX when my purchase was declined when XXXX XXXX i received XXXX deposit which was my kids dads taxes he owed for back child support i saw that amount in there that day then didnt check again as i barely used the card unless clothes for kids at XXXX and gas few times and within a matter of a week lil more my entire acct was empty..i called immediately the card holders after i saw that MULTIPLE transactions every single day ranging from XXXX everytime (somedays 5 times a day ) all to the same XXXX  in which i did not even own. never in my history have i ever used XXXX  let alone have i never sent anything close to that much money which they agreed they could see as well it was unusual..so i filed a claim XXXX XXXX and right when i hung up with them immediately got ahold of XXXX  to inform them and try to get more info and thankfully they closed the accounts right away so no access was allowed to the accounts used after XXXX XXXX early in morning and the way2 card cancelled that card and sent me a new onenow fast forward to yesterday almost month and half later after calling every single day and customer support agreed everytime with me and the facts i brought and everytime told me to just wait for XXXX  date then expect my funds 1-2 days later in accountthen for some reason last minute they denied my dispute again for reasoning not making any sense and no one apparently can give me any answers and its making me furious. the reason being that 1. i didnt not include a XXXX  transaction on XXXX XXXX  and two atm with drawls few days before that which doesnt make any sense cuz ive told them over and over i only want to dispute the XXXX  transactions and that if the card was used at a store were i need the card in hand then that was me but anything XXXX  related was not me nor did i have any knowledge i have said XXXX  so why would i have to include stuff in my dispute that i authorized and why deny cuz of it??? reason 2. being no further attempts were made after the day i called on XXXX  to said card but yet that reason being that XXXX  closed those accounts immediately no one could access them and that card was canceled immediately XXXX XXXX also so isnt that obvious as to why there was no longer attempts made?? im sure they saw the accounts. closed got spooked and didnt even bother after they successfully stole XXXX roughly in matter of WEEK!!! and that doesnt seem like a valid enough reason to deny my dispute last minute when its easily and obviously explained. i have done everything they have asked me since day one and reply immediately to all requests and have called every single day since XXXX XXXX and i have nothing but respectful and understanding but i no longer can keep going rounds with them when all their customer service can see it was unusual and i provided SOOO MUCH information even and i feel like the hands it landed in last min to make the decision didnt even fully ready my claim or review it as their reasoning made no sense or had anything to do with my claim and i feel like they already had their mind made up before even reviewing it which is not fair or right..now they refuse to transfer me to dispute department so i can get further questions answered at very least and im at a dead end here. i had been saving my child support cuz i knew all summer that come XXXX XXXX i wouldn't be getting child support anymore as my kids dad went to serve time for a-car accident two years ago so i had been saving (or i thought) what i could for when he was gone and that XXXX deposit alone should have been well enough safety net and now i have absolutely nothing at no fault of my own. after the fact i find out that to link a card to XXXX  all u need is the card number ex date and cvc no PIN verification no verification of any kind!?! so that means any place online or in store that has had access to my information could have easily just taken that info made a XXXX  and linked card without me ever knowing til its too late??? that wrong on many levels and idk how many times i have to prove over and over that this wasnt me i mean why would ANYONE need to send THAT MANY paypals MULTIPLE times a day??? especially with no previous history of doing so..this is my first ever dispute i ever made so i am not frequent at this at all and maybe somewhere along the line i did not do something right even tho i reassured over and over on phone that i just had to wait for whatever day for my funds and i dont understand why last min it denies due to irrelevant reasoning from card holderi need some serious help as ive done literally everything i can think of and asked of me and idk what to do anymore or where to turn to but i do know that me and my kids r now suffering and im missing almost XXXX and no one seems to think thats a big deal..makes me sick to my stomach im begging g and praying that SOMEONE OR ANYONE can help me here ..none of this is right or fair i trusted my fund with them obviously and when they failed to keep my funds secure then they should refund me whats rightfully mine

Company response to consumer: Closed with non-monetary relief