Consumer complaint received 2026-05-14 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Problem with direct deposit
Company: Conduent Incorporated
State: OK

Complaint narrative:
To start, I have called multiple times and have been charged {$.00} for every call for balance check even though I don't select that option. It is the default start to the call after entering card number, thereby guaranteeing they take {$.00} every call. I used ACH transfer option on app and website, which generates an automatic " successful transfer '' email, but the money is put back on card the next day. The email, app and website say to call number to be immediately transferred to agent, but in reality the only way to talk to an agent is to select " special services '', then " listen to last XXXX transactions '', then " inquire about a deposit '', then " XXXX to talk to a representative. '' This is roundabout and not intuitive. It took me several calls to figure out the phone branch options, each of which cost me money. I talked to a representative who said to submit certain documents via email for ACH transfer ( this information is neither online, nor in app, nor on the one-page info sheet that came with the card int he mail ). I submitted that ACH transfer info and never received an approval or rejection notice. Instead, I received an automatic response that re-stated the documents I needed to submit, as well saying I also needed to submit " my case number '', which the first rep did not mention. Because I do not have a case number, I called back to inquire. This second rep then told me that because the one-time password to my cell phone wasn't working I needed to email a photocopy of my ID to the same ACH transfer email address to verify my ID, even though I had already submitted my ID with the ACH transfer email. Because the one-time password wasn't working, this second rep could not give me " my case number '' but gave me another " case number '' to include in the email when submitting ID verification. I submitted my ID on XX/XX/XXXX and received an email on XX/XX/XXXX that said in its entirety " We have received your ID submission and it has been approved. We apologize for any inconvenience this may have cuased but it was necessary for the security of your account. Please call the number on the back of your debit card. Thank you for being a valued cardholder. '' On XX/XX/XXXX, I went to an XXXX ATM recommended on the app and was charged {$4.00} even though the ATM said " XXXX customers pay no withdrawal fees. '' On XX/XX/XXXX I called to inquire again about my " case number '' to be included in the ACH Transfer email, and the representative told me that there was a fraud notice on my account and that because more than XXXX days had passed since I submitted my ID for ID verification that I had to do it again. I explained there was no fraud, this was the first time anyone told me about fraud, and I asked why there was a fraud alert. I had already verified my social security number and card number on the phone, as well as ID verification via email, but the rep told me that he could not tell me why there was a fraud alert or anything else about my account, and he would not answer general ACH transfer questions, though they had nothing to do with my specific account. He told me only to submit ID for verification again. I've been trying to ACH transfer my Oklahoma tax refund of {$5000.00} since XX/XX/XXXX. I am a tech-savvy, college-educated XXXX XXXX XXXX, and I have not had any success. This would be even worse for an elderly person or someone with lower tech smarts. Absolute disgrace for a state government to be using a company like this to issue a tax refund.

Company response to consumer: Closed with explanation