Consumer complaint received 2023-12-22 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: WA

Complaint narrative:
On XX/XX/ my purse/wallet was stolen. My wallet had all my personal information such as my Driver 's License, and Wisely Debit Visa card. The last purchase I made with my Wisely card was on XXXX XXXX XXXX  for a debit amount of {$8.00} which required me to use my 4 digit pin # at a local XXXX XXXX XXXX XXXX. On XX/XX/ I received a pay deposit of {$66.00} for 3 1/2 hours I worked which is not much. But it was better than nothing. I only used the card one time since that deposit again which was on XXXX XXXX XXXX  for the debit purchase {$8.00}. That left me with an available balance of {$57.00}. Unfortunately the next evening XX/XX/ is when my purse/wallet was stolen and the person or persons used my card for purchase payment amount {$52.00} at an XXXXXXXX XXXX XXXX. After learning this I immediately called Wisely customer service line to report the issue. As per the wisely website says to do. I reported to Wisely about my card being stolen and also requested a replacement card. I also filed a police report with my local authorities in the hopes they will be able to retrieve video footage at the XXXX gas station to identify the person or persons involved in this crime. I was told by Wisely representative to wait to get a dispute form that would be mailed to me and fill it out and mail the form back with supporting documentation. What I received at first in the mail was a Statement of Fraud form to complete and mail or email with supporting documentation. In which I did email on XXXX XXXX XXXX XXXX XXXX to include the statement of fraud form and other documentation such as police report and account statements from previous months. I sent a follow up email on XX/XX/ no response. I then called Wisely disputes XXXX XXXX and did not get any resolution. I then got a letter in reference to my dispute being denied. I've explained several times my wallet with the Wisely card was stolen and was used at an XXXX gas station probably as a credit purchase. I'm still getting the run around and vague answers. I just want to be refunded as I followed all protocols that is required when disputing a transaction. 

I'm including a copy of the police email confirmation of my report which includes case/incident XXXX XXXX and ref XXXX XXXX as I have not yet got the actual report the officer took over the phone. XXXX XXXX Police Department is processing a backlog of several hundreds of police reports so that is where the delay is. I'm also going to include a few other document images, screenshots of other transactions- some that paid and some that declined but all transactions or attempted transactions with all my debit visa cards were all at the XXXX gas station store XXXX XXXX location XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I'm also including a few of my previous month 's account statements which are not many but the ones I do have you'll see all my transactions I've used as debit payment not once have I used my Wisely card for signature credit payments. Which leads me to believe that is how the person or persons were able to make some purchases and others were denied ( such as my XXXX debit card and Visa card ). I also mailed the Statement of fraud form which I did sign. I thought it would be easier to send an email so that I can just upload my saved documents. I followed all protocols and requirements when needing to file a dispute. I really hope to be able to get refunded and credited back that amount that was illegally and criminally taken away from me. 

In closing I hope to get a happy ending with getting my dispute amount {$52.00} refunded back to me as this clearly was an act of crime and {$52.00} may not be a whole lot but it was all I had. Right now I'm depending on friends and local charities to help me get the essential things I need. Money to get my replacement drivers license, household products, food, gasoline for my car. I thank you for looking into this matter and hope to hear back from you soon.

Company response to consumer: Closed with explanation