Consumer complaint received 2025-05-24 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble getting information about the card
Company: Conduent Incorporated
State: WA

Complaint narrative:
CONDUENT has allowed fraudulent charges/transactions to go through, the security measures that were given as options in the account set up portal were not activated and have never worked properly. The security options of NO CARD PRESENT, NO INTERNATIONAL CHARGES, NO PIN CHARGES were not enforced as the account portal indicates. I never received a email or Text as I requested for the above mentioned transactions when they were taking place. 
The fraudulent charges/transactions are listed below XXXX XXXX XXXX  PURCHASE FEE CARD NOT PRESENT -- NO FOREIGN TRANSACTIONS XXXX {$220.00} XXXX XXXX XXXX XXXX XXXX XXXX NOT PRESENT -- NO FOREIGN TRANSACTIONS XXXX + {$220.00} Purchase XXXX FAKE CREDIT, CARD NOT PRESENT BUT IT SAYS PURCHASE, WAS IT INDEED A PURCHASE? 
XXXX {$220.00} XXXX XXXX XXXX XXXX XXXX CARD NOT PRESENT -- NO FOREIGN TRANSACTIONS XXXX {$9.00} INTERNATIONAL PURCHASE FEE CARD NOT PRESENT NO FOREIGN TRANSACTION XXXX {$220.00} XXXX XXXX XXXX XXXX XXXX XXXX  XXXX NOT PRESENT -- XXXX {$220.00} XXXX XXXX XXXX XXXX XXXX Minnesota XXXX NOT PRESENT -- XXXX {$220.00} XXXX XXXX XXXX XXXX XXXX XXXX  XXXX NOT PRESENT -- XXXX {$300.00} XXXX XXXX XXXX XXXX XXXX XXXX  XXXX NOT PRESENT -- XXXX XXXX XXXX  PURCHASE FEE XXXX XXXX  XXXX NOT PRESENT -- XXXX XXXX FAKE REVERSAL XXXX XXXX XXXX XXXX XXXX XXXX NOT PRESENT -- XXXX XXXX FAKE CREDIT XXXXXXXX XXXX XXXX XXXX NOT PRESENT -- XXXX {$220.00} XXXX XXXX XXXX XXXX XXXX XXXX  XXXX NOT PRESENT -- XXXX {$220.00} XXXX XXXX XXXX XXXX XXXX XXXX  XXXX NOT PRESENT -- I am attempting to resolve a serious and extremely devastating issue of Fraudulent Charges being allowed to go thru on my Way2Go Card and nothing has been done to rectify it. As you can see from all the paperwork I have sent with this letter I have been completely ignored by Customer Account Service. I'm wondering if the XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX is even an actual valid legitimate human monitored XXXX mail XXXX. I have sent 3 letters with no response from anyone. I've pleaded in my letters for SOMEONE! ANYONE! 
to call me. TO ACKNOWLEDGE ME!! WHY? WONT CONDUENT/ WAY2GO CARD SERVICES HELP ME? 
The XXXX phone number listed on the back of the WAY2GO card does not have any option to speak to a human being or even leave a message for a return call. ITS NOT 24/7 Customer Service as you indicate. THERE IS NO REAL CUSTOMER SERVICE, just automated messages directing you back to the portal or to simply cancel your card. There are no options to report fraud, no options to have ANY customer service interaction with a human. What a brilliant business model. Conduent can act above the Rule of Law, Keep customers money by not allowing access to accounts that mysteriously get locked, as well as Facilitate fraudulent charges to happen and accept no responsibility for failing to protect money trusted in their care. 
CONDUENT as a company acts in a very dismissive manner! Very Disrespectful and EXTREMELY cruel. Conduent seems to operate with total impunity. Conduent operates as it is above the law. It offers no respect or even any responsibility to its FORCED CLIENTS. I didn't choose to have my Child Support payments put on a WAY2GO Card. I would have been better off having it directly deposited into my XXXX XXXX XXXX  account. XXXX XXXX at least answers my calls and provides excellent customer service. 
I am requesting Conduent to put the {$1800.00} back into my account, unlock my account portal as well as help me secure a new password. The password was changed without my knowledge, These fraudulent charges could have been avoided if your account security parameters would have been active and working. How many other people have you done this too? How many children and their families have you harmed in denying them access to the money intended to make their lives better. I wonder, do the states know what Conduent is doing? SHAME ON YOU CONDUENT!! Not that the company Conduent cares, it clearly shows by how you treat people. I cried for hours after I tried to report the fraud. I felt so scared, helpless and abandoned when I couldn't get any help. I've been very depressed since all this has started. I feel so worthless as I'm being treated as if I'm invisible. As if I don't matter. Its been absolute XXXX, embarrassed to tell anyone in my family what's happened. I struggle everyday with extreme sadness, often crying when I come to terms and remember I really don't matter and I am invisible. I'm not going to quit.

Company response to consumer: Closed with explanation