Consumer complaint received 2026-04-14 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: ADP Inc.
State: NV

Complaint narrative:
Date : XX/XX/year> Subject : Formal Complaint Improper Charges, Authorization Holds, and Denial of Dispute Rights To Whom It May Concern, I am submitting a formal complaint regarding improper billing practices by XXXX with the Attorney Generals office and the denial of my right to dispute a transaction by Wisely with XXXX as well. I have also filed a Bad Business complaint against both companies with the Federal Trade Commission and today will be a complaint filed with the Consumer Affairs against these two companies as well. This complaint today, XX/XX/year> is in regards to only Wisely, my financial institution where I receive my earnings from my employer. On XX/XX/year>, I requested a ride through XXXX to be picked up from work, taken to XXXX, and then transported to my home. The total fare for this trip, including the added stop, was {$15.00}. However, the driver failed to complete the trip and left me stranded at XXXX without transporting me to my final destination. Despite this, I was charged {$21.00}, which had already posted to my account. I reported this overcharge to XXXX and was issued partial refunds of {$0.00} and {$5.00} on XX/XX/year>. These refunds only corrected the difference between the expected {$15.00} and the charged {$21.00}. However, since the trip was not completed, the added stop should not apply, and I should not be responsible for that cost. On XX/XX/year>, I contacted Wisely to report the overcharge by XXXX and to file a dispute for the posted transaction of {$21.00}. I explained that I was supposed to be charged {$15.00} for a completed trip with a stop but was instead charged {$21.00} and left at XXXX. I also informed them that XXXX had only refunded {$0.00} and {$5.00}, which did not account for the cost of the added stop that was never completed. Initially, Wisely agents stated that I could not file a dispute until the transaction posted. I advised them that the {$21.00} charge had already posted to my account. After reviewing again, I was then told that they could not process my dispute because there were additional pending transactions on my account. These pending amounts were {$12.00} and {$15.00}, which Wisely identified as reasons to deny my dispute. These amounts were described as pending or holding fees, but they could have represented additional rides. This should not prevent me from filing a dispute on a posted transaction. I spoke to four agents and two supervisors at Wisely regarding this matter, and all provided inconsistent and unhelpful responses, resulting in repeated denial of my dispute request. The denial of my ability to properly dispute a posted transaction reflects unacceptable handling of my account and a failure to provide appropriate consumer support. Due to this experience and the repeated denial of my dispute rights, I am now in the process of switching to another financial institution. Due to continued complaints, XXXX later issued an additional refund of {$7.00} on XX/XX/year>. However, this issue required repeated escalation and should have been resolved properly from the beginning. Had the bank assisted me it would have made this process much smoother. At this time, I am requesting the following : A full refund of any remaining funds improperly held or charged, totaling {$27.00}, which XXXX stated the bank controls. XXXX indicated that it is up to the financial institution to determine when the XXXX holding fees will fall off. XXXX was unable to provide further assistance in this matter, and Wisely likewise did not resolve the issue. Immediate release of any authorization holds that are not valid charges. I am reporting the denial of my rights to file a dispute on a posted transaction for {$21.00}. The refusal to allow a dispute on a posted charge, combined with improper billing and multiple unexplained holds, reflects unacceptable business practices and a failure to provide proper consumer protections. Due to this experience, I have decided to take my business to a better company. My XXXX account will be closed when I am fully refunded. As for Wisely, I will contact my employer with my request to change financial institutions once I am fully refunded and yes that includes the holding fees of {$12.00} and {$15.00}. I am reporting, Improper Charges, Two Authorization Holds on one ride, and Denial of Dispute Rights against Wisely.

Company response to consumer: Closed with explanation