Consumer complaint received 2025-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: ADP Inc.
State: KS

Complaint narrative:
I have been trying to recover funds that were stolen from me via fraudulent charges my Wisely online bank account. On XX/XX/year> I received an email from Wisely stating that the email address associated with my Wisely cared ending in XXXX had been updated. I immediately tried to log into my Wisely online banking app to find that I was locked out of my Wisely banking app due to the changes the thieves had made. I immediately called XXXX as I did not authorize or request the changes to my account. When I made contact with a Wisely customer service rep, he assured me my accnt was safe and locked and it couldn't be used until I send in proof of identification, which I did that same day. ( For reference I didn't regain access to my Wisely banking app until XX/XX/XXXX ). During this time is when the first of the fraudulent charges occurred on my accnt. The first claim in listed below. 

RE the first case for card # ending in XXXX. 
Amount is {$450.00} on XX/XX/year>. 
This claimed was denied before I even received the paperwork on it. 
These charges occurred at a XXXX and a gas station in the state of FLORIDA. I haven't been out of the state of KS since XX/XX/year>. Also, charges on my accnt, on XX/XX/year> included me getting fuel using my actual card at a gas station in XXXX KS. There is no physical way I can be in KS and Florida at once. Also, since the inception of my Wisely account I have NEVER shopped at a XXXX, let alone spend over {$400.00} at one. Which brings me to my next point that I wouldn't spend over {$400.00} ANYWHERE. That is not my spending habits. This was a fraudulent charge that I did not make. 
I again called Wisely customer service & spoke with a XXXX on XXXX. That is when she assigned my dispute a claim # and said she would send paperwork to my physical address and I had until the XXXXXXXX XXXX XXXXXXXX to send the paperwork back. That claim was denied on XX/XX/XXXX according to the information in my Wisely accnt app. I didn't receive paperwork on it until XX/XX/year>. 

The second claim is for the same accnt but on a card ending in XXXX. 
This claim was also denied by the dispute department. On XX/XX/year>, I received the paperwork acknowledging my dispute of the following charges : This is for the amount of {$510.00} at a XXXX  in Florida & for {$2.00} for a XXXX XXXX  in Florida. 
Again, I have not been out of the state of Kansas to make these charges. Again, my spending habits have never included spending over {$500.00} at any store. 
These charges came during a time I was still locked out of my Wisely account. The thieves actually transferred funds from when my paycheck was direct deposited into my accnt, onto the second card on the account ending in XXXX. They then proceeded to steal money from my account. 

My Wisely accnt was never, in my opinion, properly locked down when I first called regarding the change of email address that I did not authorize. They acted like they didn't know how to protect my accnt & money. 

I have made MULTIPLE CALLS to Wisely Customer Service in the weeks that followed the hacking of my online bank account on XX/XX/year> and received NO SOLUTION to the theft that has occured to my online bank account. I kindly ask that you look into this. It's an unacceptable way to handle people 's finances.

Company response to consumer: Closed with explanation