Consumer complaint received 2024-03-09 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: Conduent Incorporated
State: FL

Complaint narrative:
Just got off the phone with Way2Go Dispute Department today, XX/XX/XXXX. I was provided the same update that I was provided when I last called the Way2Go Dispute Department in XXXX of XXXX. I was told that the transaction for {$3.00} is still pending and in progress. I was told that this dispute was opened on XX/XX/XXXX. The dispute was ruled in my favor months ago, however, I have not received any compensation. My account balance has not changed. I was told that the transaction for {$0.00} is still open. On XX/XX/XXXX, I was charged {$0.00} ATM Balance Inquiry Fee. I have yet to find out whether this dispute has been ruled in my favor. 

On XX/XX/XXXX, I was charged a {$3.00} Teller Fee. The action I took was that I went to a bank where I withdrew {$2000.00} on XX/XX/XXXX from the Way2Go card. The terms and conditions state " Teller-assisted cash withdrawal ( OTC ) * {$3.00} " This is our fee. You are allowed XXXX ( XXXX ) withdrawal per deposit for no fee at XXXX XXXX Bank or XXXX XXXX teller windows. Each additional withdrawal will be assessed the fee. '' I received XXXX deposits from Florida  XXXX Assistance in XXXX of XXXX. Therefore, I should never have had {$3.00} deducted from my Way2Go account when I made the withdrawal on XX/XX/XXXX. I received XXXX deposit from Florida XXXX Assistance on XX/XX/XXXX. I received a another deposit from Florida XXXX Assistance on XX/XX/XXXX. I was told that this dispute was ruled in my favor several months ago. However, I have yet to have the {$3.00} refunded back into my Way2Go account. 

On XX/XX/XXXX, I made a withdrawal at an ATM. I found this ATM via the Way2Go website. The XXXX website states " Avoid ATM XXXX Fees. Avoid this surcharge fee by using ATMs owned by the bank or network brand mark identified below. Click on any XXXX of the brand marks displayed and follow their instructions to locate the nearest surcharge free ATM. ATM surcharges are additional fees charged by the ATM owner. You can avoid this surcharge fee by using ATMs displaying the following logos. To find your nearest surcharge free ATM, click on the logos shown below : I followed the link to XXXX where I found the ATM. I made my withdrawal at the ATM and was charged an ATM Balance Inquiry Fee. First, I never performed a balance inquiry. Second, the ATM was in-network, therefore, no balance inquiry fees should ever be charged to Way2Go customers for transactions at that ATM. The ATM I visited is the second one on the list I attached. The Way2Go terms and conditions state " ATM balance inquiry ( in-network ) {$0.00} " There is no fee for ATM balance inquires conducted at XXXX and XXXX Bank ATM networks XXXX '' The Way2Go terms and conditions further states " ATM balance inquiry ( out-of-network ) {$0.00} This is our fee. Each ATM balance inquiry conducted at an out-of-network ATM will be assessed a fee. '' The Way2Go terms and conditions state " We will determine whether an error occurred within XXXX business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your Card within 10 business days ( 20 business days for new Card accounts opened less than 30 days ) for the amount you think is in error, so that you will have the use of the money during the time that it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not give you credit to your Card while we investigate your claim. For errors involving POS or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. 

These disputes were opened by me in XXXX of XXXX. Therefore, all timelines including the 90 days to investigate, have passed a while ago. Yet, XXXX dispute is still open and another dispute was ruled in my favor but I have yet to receive the funds back into my account. I believe the money deducted from my Way2Go account was deducted by Way2Go itself, not the bank I withdrew money from nor the ATM I withdrew money from. Therefore, Way2Go does not need to take the typical steps it takes when dealing with typical disputes involving merchants where they contact the vendor and wait for a response. 

The actions taken by the company include opening XXXX disputes for me and ruling XXXX dispute in my favor. The actions taken by me include opening disputes, calling multiple times and/or on various months to inquire about these disputes, using due diligence by verifying an atm is in-network before withdrawing money to avoid fees, withdrawing money from a bank branch the same month as receiving deposits from Florida XXXX Assistance to avoid the {$3.00} over-the-counter fee.

Company response to consumer: Closed with explanation