Consumer complaint received 2025-05-29 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: GA

Complaint narrative:
XXXX issues cards to XXXX  XXXX for child support services and according to my initial discovery on XX/XX/year> there was a {$6300.00} deposit sent to XXXX XXXX XXXX to deposit into the Waytogo account for my XXXX. A {$970.00} charge taken place online for XXXX that include XXXX gift cards and other items, each gift card include the amount of XXXX dollars and the items ship and delivered from XXXX, XXXX  but there was a delivery of XXXX gift cards and the other remaining items. I didn't receive the other gift cards but I spoke with a XXXX XXXX XXXX XXXX inventory specialist over the phone and the explanation provided to me was that there is a limit of XXXX cards that can be issued online but I notified that specialist I had only received XXXX and that specialist explained to me that I am required to pick the other XXXX up from a store. I went to the store and was told that there was not an order number matching the order number I provided to them, so I then gave them the order number and asked for a refund for the gift cards I had brought to return to the store. The gift cards were refund and I received payment. The loss of the other XXXX dollars from the unreturned gift cards was credited to my online account along with an additional {$250.00} because of other fees and charges that occured. I was satisfied with the way the specialist resolved my complaint. There was a seperate incident to occur with online service XXXX contacts prior to this issue that was not resolved, I submit a payment on XX/XX/year> for {$20.00} to XXXXXXXX XXXX with XXXX XXXX XXXX for an exam that was not processed to my registration, after a {$560.00} purchase for prescribed contact lens, to resolve the issue I made a call to XXXX XXXX  using the XXXX, XXXX  department contact by phone, after contacting XXXX XXXX a representative was unable to recognize my account, and suggest I resubmit an exam and repurchase the contact lens, there was a XXXX dollar increase to the exam amount and the purchase amount was still the same, so I reduced the quantity and paid a lesser amount of $ XXXX {$300.00} using a different card. I contact Way2Go card services and the representatives explained the transaction was still pending and that I must contact the merchant to ask them to rescind the charge, I called the merchant and was told that they had to wait on the vendor to release the funds to reverse the transaction. The Waytogo representatives were not cooperative to the request of the vendor after I spoke with XXXX XXXX, because XXXX XXXX  informed me there was a reversal completed by their company for the item I purchased, but as I waited to see the reversal added back into my funds, the initial purchase that had a pending status, was then posted as a completed payment again for the amount of {$560.00} and there was a reversal added to the account in the amount of {$980.00} which did not correspond with the active balance of my recorded transactions. The {$560.00} amount was not returned to my Waytogo card account. After contacting the representatives a month later there was still no resolution to the problem, and I was told that there was only a deposit of {$5300.00} initially transferred to my account. I received another deposit for the amount {$230.00} during XXXX and that was the final deposit I had bee accessible to view according to waytogo account history, and the evidence for those payments have the same id number which explains the accurate amount of the inital depost was inaccurately recorded in the database for me to view, but was reported authentically by audio. I have evidence of the total balance.

Company response to consumer: Closed with explanation