Consumer complaint received 2026-01-07 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Conduent Incorporated
State: FL

Complaint narrative:
To the Consumer Financial Protection Bureau, I am submitting this complaint regarding ongoing and unresolved issues with the Way2Go Program/Go Program prepaid debit card used for receiving child support payments. These issues have prevented me from accessing my funds, transferring money to my bank account, and receiving adequate customer service support. 
1. Failure of Transfers to My Bank Account On multiple occasions, I attempted to transfer my child support funds from my Way2Go card to my personal bank account. These attempts were made on : XX/XX/XXXX - {$4000.00} XX/XX/XXXX - {$4000.00} XX/XX/XXXX - {$1000.00} Each transfer failed without explanation. When I contacted Way2Go customer service, I repeatedly asked for : A transfer trace number, and Information about any blockers, flags, or holds on my account Despite these reasonable requests, representatives were unable or unwilling to provide a trace number for the failed transfers. Instead, they repeatedly blamed my bank, even though no trace number was ever generatedsomething that would be required for my bank to investigate. This strongly suggests an internal system failure on Way2Gos side.

Recent public complaints show that Way2Go has a pattern of technical failures, including system errors, inability to process transfers, and account access problems. These issues appear consistent with what I experienced.

2. Inability to Reach Customer Service Reaching a live customer service representative has been extremely difficult. I have had to make numerous repeated calls, often being placed on hold for up to an hour, only to be disconnected or forced to start over. 
This aligns with widespread reports from other consumers describing : Endless automated loops Disconnections Multihour hold times Difficulty reaching a live agent System errors preventing account access or transactions These systemic customer service failures make it nearly impossible to resolve issues or access funds in a timely manner.

3. Impact on My Ability to Access Child Support Funds Because Way2Go failed to process transfers and failed to provide required trace information, I have been unable to access child support funds intended for the care of my child. The lack of transparency, lack of traceability, and inability to reach a representative constitute a serious barrier to accessing legally owed support payments. 
4. Requested Resolution I am requesting that the CFPB investigate Way2Go/Go Program/Conduent/Comerica Bank for : Failure to process transfers Failure to provide trace numbers Failure to disclose account holds or blockers Excessive and unreasonable customer service barriers System failures preventing consumers from accessing their own funds I also request that Way2Go be required to : Provide a full explanation of the failed transfers Provide the missing transfer trace numbers Disclose any account flags or holds Ensure that future transfers are processed correctly Improve customer service accessibility Thank you for your attention to this matter. I am unable to resolve this issue directly with the company due to their lack of responsiveness and transparency.

Company response to consumer: Closed with explanation