Consumer complaint received 2026-03-18 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: OK

Complaint narrative:
I am filing this complaint against Conduent XXXX XXXX XXXX, operator of the XXXX prepaid card program, and the Oklahoma XXXX XXXX ( XXXX ), the state agency that contracted with Conduent to distribute Oklahoma XXXX tax refunds via prepaid XXXX debit cards. PRODUCT : Prepaid debit card ( Way2Go Card, GoProgram.com, issued by XXXXXXXX XXXX under XXXX license, operated by XXXX XXXX XXXX, XXXX ) AMOUNT AT ISSUE : {$1200.00} FACTS : XXXX. CARD DELIVERED TO WRONG ADDRESS : My Oklahoma state tax refund of {$1200.00} was loaded onto a Way2Go prepaid card. The card was delivered to an incorrect address. I never received it. I have no access to the card number, PIN, or any account credentials. 2. WAY2GO PHONE SYSTEM IS INACCESSIBLE BY DESIGN : I called the Way2Go cardholder support line four or more times within the past week. Each time, the automated system prompted me to enroll in XXXX an unsolicited commercial solicitation with no relationship to prepaid card services. Each time I declined and pressed # to bypass it, the system immediately terminated the call. This is a consistent, repeating pattern not a technical error. The system is designed to disconnect callers who refuse a commercial sales pitch, making cardholder support effectively inaccessible. XXXX. XXXX ATTEMPTED CALLBACK - BLOCKED AS SPAM : XXXX arranged for Way2Go to call me. That call was blocked by my phone 's spam filter. The voicemail directed me to call the number on the back of a card I do not have. This is not a resolution. XXXX. XXXX REFUSED TO INTERVENE : I called XXXX today and spoke with a representative named XXXX. I requested that XXXX provide a direct contact at Way2Go or conference me with Way2Go on the call to resolve this. XXXX declined both requests. XXXX is the contracting state agency. XXXX operates under a state contract with XXXX. XXXX 's refusal to facilitate resolution leaves me with no viable path to access my own funds. VIOLATIONS : Under the Electronic Fund Transfer Act, 15 U.S.C. 1693f, and Regulation E, I have a right to error resolution within XXXX business days when funds loaded to a prepaid account are inaccessible due to a delivery error by the issuing institution or its agent. Delivering a card to the wrong address is a qualifying error. That ten-day window is currently running with no resolution initiated. Under the CFPB 's Prepaid Account Rule ( 12 C.F.R. 1005.18 ), prepaid card issuers are required to provide accessible error resolution procedures. An automated phone system that disconnects callers who decline a XXXX enrollment pitch does not meet that standard. PRIOR COMPLAINTS FILED : - Federal Trade Commission filed this week - Oklahoma Attorney General XXXX XXXX XXXX filed this week - Oklahoma XXXX formal constituent complaints submitted to XXXX XXXX XXXX ( XXXX ) and XXXX XXXX XXXX XXXX XXXX ) - Oklahoma XXXX Commission formal written complaint submitted today REQUEST FOR ACTION : XXXX. XXXX XXXX XXXX XXXX, XXXX to immediately reissue my {$1200.00} refund - either by reissuing the card to my correct address or by direct deposit to my bank account. XXXX. Investigate Conduent 's Way2Go cardholder support phone system for violations of Regulation E and the CFPB Prepaid Account Rule, specifically the practice of disconnecting callers who decline commercial solicitation. 3. Investigate OTC 's role as the contracting agency and its refusal to facilitate error resolution on behalf of a constituent who can not access state-issued funds. 4. Require Conduent to provide a direct, accessible error resolution process that complies with federal law. I am available to provide any supporting documentation. Complainant is an Oklahoma resident. Amount at issue : {$1200.00}.

Company response to consumer: Closed with explanation