Consumer complaint received 2025-02-02 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: CA

Complaint narrative:
RE : {$400.00} Lost in ATM located at XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX in XXXX XXXX, ca. 

Vendors XXXX ( where ATM machine is located ), XXXX XXXX Police XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX WISELY VISA, XXXX XXXX XXXX XXXX XXXX XXXX XXXX  used to load money on Credit card-WISELY VISA ( XXXX ) claim number Bank Name XXXX XXXX XXXX XXXX Routing Number XXXX Account Number XXXX I am including ATM RECIEPTS XXXX XXXX XXXX, XXXX, XXXX and a screenshot of my transaction history of my visa card which shows 3 deposits at " XXXX '' dollars ( ATM machine errored out and kept my {$400.00} ). 

Dear Consumer Complaint Division On XX/XX/year>, I used the ATM machine located at XXXX at XXXX XXXX XXXX, XXXX XXXX, CA XXXX to load {$500.00} dollars ( single {$100.00} bills ) to my XXXX XXXX XXXX XXXX 
Unfortunately, the ATM machine errored out and restarted itself, and did NOT deposit the {$400.00} dollars of the {$500.00} that I was trying to load onto the XXXX XXXX XXXX XXXX

The machine was not working properly and did not credit me the {$400.00} as well I did not get a receipt. I made a deposit first of {$200.00} and then {$300.00}, the ATM machine returned 1 ( {$100.00} ) of the {$100.00} bills as it was folded, the ATM MAchine then proceeded to spin for about 2 minutes, it showed on the screen the {$400.00} deposit, and then showed the message to TAKE your MONEY, but ATM hatch that returns money would not open, it then gave an yellow triangle error message and then restarted itself.

I checked with my card 3x to see if the money had been deposited and nothing was deposited to my visa card. ( SEE ATM XXXX XXXX XXXX XXXX, XXXX, XXXX ) I went right into the XXXX XXXX XXXX XXXX XXXX XXXX and spoke with the branch manager, he stated the XXXX XXXX XXXX does not handle the ATM and I would have to take it up with the credit card holder. He also called the ATM service vendor, XXXX and submitted a service ticket XXXX with them. 
I went home and called the ATM service vendor, XXXX, and they submitted another ticket and said they only serviced the ATM and did not handle balancing the amounts or returning funds. 
I called the Wisely credit card company. I asked to speak to a supervisor as the agents would not submit a complaint for me. The supervisor named XXXX also would not submit a complaint for me, she merely escalated the issue. I checked transactions on my Wisely Visa credit card and it does show 3x transactions at XXXX XXXX dollars. 
I waited a few days as the next day was XXXX XXXX, the XXXX XXXX XXXX agents stated they did not see a deposit of {$400.00}. I explained they were not seeing it as the ATM machine errored out and restarted itself. 

I have been calling the XXXX  XXXX dispute center every day since XX/XX/year> and emailing with XXXX and the XXXX manager with no results. 

Finally, After a month of trying to open a claim with wisely they finally opened a claim ( XXXX ) claim number for me in order to process or to further the claim, the Wisely Visa company was going to send me some forms for me to fill out in order to finish processing the claim, and the forms were requested on XX/XX/XXXX and were being mailed from XXXX XXXX, California to XXXX XXXX, California and I did not receive them. I needed to fill them out by XX/XX/XXXX per XXXX. I called XXXX and they said they were mailing the forms again. The forms were never mailed so I am not able to process the claim with wisely in order to get my {$400.00} back. 

To resolve the problem, I would like a refund ( or ) credit to my card for {$400.00} I have enclosed copies of my records ( or ) receipts and other documents, and screenshots ] about this transaction. 


To summarize, I tried to deposit money using a temporary Wisely card at an ATM that malfunctioned and kept my deposit. I immediately contacted Wisely customer service to report the issue ; I asked them to open a claim and they refused, they did however say they would escalate and would investigate the situation. My money is still protected under federal regulations and the bank 's policies regarding ATM malfunctions. Even though the ATM may not have processed my deposit, my money is still considered deposited as long as I followed the proper procedures at the ATM, and is covered by FDIC insurance and I should get the {$400.00} returned to me by cashiers check or credited to my card.

Company response to consumer: Closed with explanation