Consumer complaint received 2026-01-12 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: Conduent Incorporated
State: NY

Complaint narrative:
I am filing this complaint regarding unauthorized electronic funds transfers, identity theft, repeated improper denials, failure to secure a compromised account, and failure to conduct a good-faith investigation as required under Regulation XXXX ( XXXX XXXX XXXX ). 

Unauthorized Account Takeover and Withdrawals My Way2Go government child support benefit card account was compromised through unauthorized address changes, phone number changes, and card reissues, including multiple expedited replacement cards that I did not request and did not receive. During this period, {$980.00} was withdrawn from my account without my authorization, consisting of ATM cash withdrawals and a XXXX cash purchase. 

I did not authorize these transactions, did not receive the card ( XXXX ) used, did not change my PIN, and did not authorize any related account changes. 

Unauthorized Fees In addition, XXXX expedited card replacement fees of {$18.00} each ( totaling {$92.00} ) were charged to my account without my authorization. These fees were assessed during the same period that the account was compromised and are directly tied to the unauthorized card reissues. 

Repeated Fraud Reports and Failure to Secure the Account I contacted Way2Go multiple times to report fraud and unauthorized activity as soon as I became aware of it. Each time, I complied with all required identity verification steps, primarily through email verification. Despite repeated fraud reports, the company failed to properly secure the account, and unauthorized activity continued. 

Prior Fraud Credit Was Also Stolen Way2Go previously approved a separate fraud claim and issued a credit adjustment of {$150.00}. However, the account remained compromised at that time, and the same unauthorized party withdrew that credited amount as well. I never received the benefit of this credit. 
This demonstrates that the company acknowledged fraud but failed to secure the account or protect credited funds, allowing the account takeover to continue. 

Improper Denials and Misstatement of XXXX Way2Go denied my fraud claim twice. I was told that I should not contact the company again unless police identify the individual who took the funds. This is an improper requirement and a misstatement of Regulation XXXX, which does not require a consumer to identify the perpetrator in order for an investigation or reimbursement to occur. 

Verification Change Confirms Security Failure After the denials, On XX/XX/XXXX, Way2Go changed my verification method to a one-time passcode sent to my email. Once this secure verification was implemented, I was properly verified, issued a new card, and able to access a legitimate child support deposit without issue. No fraud has occurred after this change. 

This demonstrates that : I am the rightful account holder My email verification is secure XXXX occurred before proper security controls were applied Prior verification methods failed to protect the account I did not take the disputed funds. 

Failure to Provide Investigation Records I requested documentation supporting the denials, including : Address change logs Phone number change logs Online APP access, since I have never had online access through their APP. 
Card reissue and expedited replacement records ( and fees ) Internal customer service call notes ID verification audit records Way2Go provided some investigation documents but did not show the above mentioned yet relied on unsupported conclusions to deny my claim twice. 

Improper Closure of Prior CFPB Complaint In a prior CFPB complaint, Way2Go claimed it attempted to contact me by phone once, did not leave a voicemail, made no reasonable follow-up attempt, and then closed the complaint shortly thereafter. This does not constitute meaningful contact or a good-faith investigation. 

Police Report Filed Official Police Report Number : XXXX An official police report has now been filed regarding the identity theft and unauthorized electronic funds transfers. This constitutes new material evidence that was not considered in the companys prior denial. 

Regulatory Concerns XXXX conduct reflects : Failure to conduct a reasonable Regulation XXXX investigation Failure to secure a compromised account after acknowledging fraud Failure to protect credited funds Improper denial of unauthorized XXXX claims Misrepresentation of consumer obligations under Regulation XXXX Failure to provide investigation records Procedural abuse in closing a CFPB complain

Company response to consumer: Closed with explanation