Consumer complaint received 2025-05-01 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble getting, activating, or registering a card
Company: Conduent Incorporated
State: MS

Complaint narrative:
Company : MS Child Support Way to Go Card Name on file with company : XXXX XXXX Dispute : Have not received replacement card per their 7-10 day policy and the I would be charged if I was issued another card with no guarentee or refund if card was not delivered. 

XXXXPaid for a new card due to my chip no longer working. 
XXXXCompany stated the card was mailed out XX/XX/year>. After I inquired further about the turn around time, XXXX, corrected the date to XX/XX/year>. 
XX/XX/year> XXXXContacted company speaking with XXXX who stated it had not yet been 7-10 business days. 
XX/XX/year> XXXX Contacted company speaking with XXXX ( XXXX ) stating I should have received it by now. Informed me she could issue another card at extra cost to me of {$5.00} or expedite for {$16.00}. I asked to speak to a supervisor. I was put on hold and at 28 minutes the call sounded as if someone took the call then disconnected. 
XX/XX/year> XXXX Contacted company speaking with XXXX who transferred me again to a Supervisor stating they were the supervisor over the entire entity including the Way to Go program. 
XX/XX/year> XXXXXXXX XXXX was successfully transferred to Supervisor XXXX by XXXX. He informed me that I would be charged for a replacement card or could opt for expedited delivery for an additional fee, which would take 23 business days. I asked if I would be refunded if that timeline wasnt met ; he said no. I expressed that this was unacceptable, as I have already paid for a replacement card that has not arrived. I was then told that expedited delivery requires an additional fee.

Below is the rest of my conversation : Im struggling to understand how this is fair, especially since the card is essential for providing for my children. I have no control over how child support is issued, and I have fulfilled my obligations. It appears the delay is on your end, causing undue hardship. I am therefore requesting that a resolution be provided at no further cost to me.

While I understand your stated policy, I must dispute the fairness of this situation. Denying me timely access to funds intended for my children, while requiring additional fees for expedited service, may constitute a failure in delivering essential financial services. Under applicable consumer protection laws, especially those governing prepaid and benefit-related cards, providers bear responsibility for timely delivery. 

If unresolved, I will escalate this matter to the Consumer Financial Protection Bureau and pursue my rights under contract and consumer law. I also referenced prior legal action against their company for similar issues. Though I became frustrated, I remained professional and told XXXX it was in his best interest to resolve the matter as quickly as possible, as I was willing to stay on the call until it was addressed. 

He stated he submitted a dispute, but when I requested a copy, he claimed he had no way to send itdespite the company having both my address and email. I confirmed the call was recorded. I thanked him for his time, apologized for my frustration, and told him I hoped he would one day work for a company that values his professionalism. 

XXXX XXXX Be advised I have since married and my new name is XXXX XXXX.

Company response to consumer: Closed with explanation