Consumer complaint received 2025-04-14 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: Conduent Incorporated
State: FL

Complaint narrative:
Way2Go charges junk fees that are prohibited by its Program Documents. 

On XX/XX/XXXX, I went to XXXX  XXXX XXXX to withdraw {$2900.00} off the card via the one of the tellers. The teller advised me that the transaction was declined. I attempted to withdraw another amount but the teller advised me that the bank laws don't allow her to try more than one transaction on the card. This forced me to drive to another bank ( XXXX  ) to withdraw the funds. This time, I attempted to withdraw {$2900.00} via the tellers. This time, the transaction was successful. Afterwards, I checked the Way2Go account to find that a {$3.00} XXXX XXXX was charged to my account. 

In regards to the {$3.00} XXXX XXXX, the Program Documents state " This is our fee. You are allowed XXXX ( XXXX ) withdrawal per deposit for no fee at XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. Each additional withdrawal will be assessed the fee. '' On XX/XX/XXXX, I received a DEPOSIT FROM FLORIDA REEMPLOYMENT / REEMPLOYMENT ASSISTANCE in the amount of {$2900.00}. Therefore, there should never have been a {$3.00} XXXX XXXX charged. This is the second time I have been charged a {$3.00} Teller Fee despite bring " allowed XXXX ( XXXX ) withdrawal per deposit for no fee at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. '' On XX/XX/XXXX, I called Way2Go Customer Service to dispute the transaction. I was advised to call the following week and dispute it. I called Way2Go a second time on XX/XX/XXXX to dispute the charge. The customer service representative advised me that I should see a credit on Wednesday, which was the following day, XX/XX/XXXX. 
I called Way2Go a third time on XX/XX/XXXX. I spoke to XXXX who advised me that the back office is still looking into it. She advised that I should see a credit in one to two weeks. I called Way2Go a fourth time, yesterday, XX/XX/XXXX. I spoke to XXXX. He advised that he does not know when I will receive a credit. He further advised that multiple people are complaining to him about Way2Go charging ATM fees on ATMs that are in-network. He stated that he does not know how to avoid the fee. So far, over the course of XXXX years, I have been charged {$6.00} in junk fees by Way2Go that are prohibited by its XXXX XXXX I have been charged {$6.00} in XXXX Fees and {$.00} in ATM fees. 

Not only does Way2Go charge junk fees prohibited by its Program Documents, it fails to credit amounts to consumers accounts when these fees are disputed through its customer service line. I was charged XXXX other junk fees, a {$3.00} Teller Fee and a {$.00} ATM Fee that were reported to Way2Go Customer Service. I called the customer service multiple times and was advised that Way2Go had ruled the disputes in my favor. Despite this, Way2Go failed to return the fees to my account after multiple phone calls. A fair and equitable solution would include no
t just a refund but compensation for the hours and effort spent speaking to customer service, researching Way2Go documents, submitting a complaint to the Consumer Financial Protection Bureau and submitting a complaint to the XXXX XXXX XXXX XXXX. I would like a {$100.00} check sent to me.

Company response to consumer: Closed with explanation