Consumer complaint received 2026-05-26 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: Conduent Incorporated
State: GA

Complaint narrative:
For approximately XXXX week, my card has been blocking ordinary transactions. I am unable to use the card through XXXX XXXX, XXXX XXXX, or online merchants such as XXXX. The only reliable way I can access my funds is by withdrawing cash from an ATM. This creates a financial burden because I am being forced to use ATMs and pay ATM-related fees in order to access government benefit funds that should be available through normal card transactions. I should not have to pay additional fees simply because the card is not functioning properly for online, mobile wallet, or merchant transactions. I have attempted to resolve the issue through Go Program / Way2Go customer service, but the company does not provide a reasonable way to speak with a live representative about this type of problem. The phone number on the back of the card routes me through an automated system that loops generic information and does not provide a clear path to a live agent or escalation. Because the official customer service number did not provide a clear path to a live representative, I spent hours searching for an alternate way to reach support. I eventually found the number XXXX through XXXX rather than through an official Go Program / Conduent support page. This is part of my complaint : consumers should not have to search unofficial forums to find a possible working contact number for a company servicing government benefit funds. The lack of a clear, reliable, and official escalation path left me unable to resolve blocked transactions in a reasonable way. When I did speak with a representative, I was told that they do not have access to denied transactions and therefore could not see the declined XXXX XXXX transactions. However, those declined transactions appear in my app history. The representative was also dismissive and combative during the call. When I explained that ordinary card transactions were not working, I was told that I would need to go to an ATM if the card did not work. That response was not a meaningful resolution. It effectively shifted the burden to me as the cardholder and required me to pay ATM-related fees in order to access government benefit funds, instead of addressing why normal card transactions were being blocked. This is concerning because the company servicing the card appears unable to review or verify all declined transaction attempts associated with my account. That raises serious concerns about account visibility, dispute resolution, fraud monitoring, and the ability to investigate blocked transactions. If a cardholder can see declined transactions in the app, but customer service can not access or investigate those same declines, then the support process is incomplete and leaves consumers without a meaningful way to resolve access issues. I also attempted to use the Go Program website across multiple devices, but the website experience was consistently poor and unreliable. The site is difficult to navigate, the user interface is not intuitive, and key account-support functions do not operate in a dependable way. The login and password assistance process is especially frustrating because the links and prompts do not consistently function as expected. As a result, the website does not provide a reliable self-service path to resolve account issues, access support, or manage the card when problems arise. My complaint is that Conduent / Go Program has restricted or blocked ordinary use of my prepaid benefit card while also failing to provide meaningful customer service, escalation, online support, or transaction-level review. This has left me with limited access to my government benefit funds and has caused unnecessary fees and hardship. I am requesting that Conduent / Go Program immediately review my account, explain why my transactions are being blocked, restore full card functionality for online purchases, mobile wallet use, Cash App transactions, and merchant transactions, refund any ATM or related fees I was forced to pay because of this issue, and provide a written explanation of whether customer service can access and investigate declined transaction history. If representatives can not access declined transaction records, I am requesting an explanation of how cardholders are expected to dispute, verify, or resolve transaction blocks. I am also requesting that Conduent / Go Program provide an official customer service or escalation contact for cardholders experiencing blocked transactions

Company response to consumer: Closed with explanation