Consumer complaint received 2025-07-31 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: Conduent Incorporated
State: GA

Complaint narrative:
Way 2go : Claim number XXXX for cancelling the card. XX/XX/XXXX. Agent advised once the card is cancelled it can not be reopen -which is fine. I never requested a card or account. 

( Agent ) She said she has no control and can not return whatever money was put on the card. 

After calling for 2 weeks : Customer service phone number : the Options are now working to get to a live person. Different from the documented instructions provided by claims examiner with DOL  XXXX XXXX, # for no card, and after XXXX repeats of not accepting # for no card, I t gives menu option which include fraud. option XXXX, ask for # card number or SSN. Menu option gives option to check card mailed card status and report XXXX. 

No card received to date- as of yesterday XX/XX/XXXX. Card was mailed XX/XX/XXXX per Way2go automatic IVR system. Letter from DOL about claim status was opened when retrieved from post office. ( Not surprising, Postmaster has stolen delivered packages before, and report was filed with the postal inspector about this. Mail opened without a damage notification/sticker, delivered packages stolen and if delivered my named is signed as the recipient ( forged ) when it should be signed by the postal worker receiving the packages. XXXX Hard to dispute stolen good when MY name is signed as the recipient even though I'm not present at the Post office. THIS IS WHY I DO NOT RECEIVE IMPORTANT ITEMS OR MAIL to this location. I opt for electronic communication. 

XXXX Way2go agent - Confirmed card was cancelled, but to cancel account so funds can be returned- need a supervisor. Escalated to XXXX. 

Way2go -XXXX  XXXX supervisor : rude Said it will have to stay on the account for 3 years before returning unless DOL cancels the account and request the funds back. They will not initiate returning the funds to the state agency per my request due to a cancelled card but will if DOL requests them to. Initially advised that they will NOT give the money back under any circumstances- even to DOL if they request. THEY WILL KEEP IT IN THEIR ACCOUNT FOR 3 YEARS DESPITE MY NOT HAVING ACCESS TO IT. XXXX have to lose {$730.00} of my benefits due to a system error. ( DOL customer service stated the system defaulted to a card despite my entering my banking info for do due to then having to resubmit my claim. No wages returned because my last name was report incorrectly by the employer ( XXXXXXXX XXXX XXXXXXXX ) the original claim was resubmitted after the error was discovered. Although I filed a second claim, they processed the first claim which cancelled out my direct deposit election. 

Extensive questioning revealed that Way2go is backed by XXXX XXXX  XXXX : XXXX says they have nothing to do with those accounts ( Way2go ). To contact Way2go, if not DOL, and if not seek legal assistance. 

Reporting to integrity unit if no assistance- only option is the file a FED complaint for remedy. 
File a complaint against Way2go program -card cancelled and They will not release my money back to the department of labor - XXXX  Search file a complaint against way2go program card cancelled and they will not release my money back to the department of labor - XXXX  Search Dol XXXX XXXX XXXX would not speak up or adjust her volume or headset. Ad vises I could not hear her - deaf in- she continues speaking in a low tone and hung up when asked to be transfer to another person who was will to assist. Very lazy customer service - sounds like shes laying down speaking very low and soft. 

XXXX - saying that DOL will not be able to request the payment back. That I have to request proof of not receiving and that my payments have Error : [ XXXX ] Delivery failed. Invalid destination or service blocked at destination been used. Way2go is not willing to provide anything other than keeping my money in the account that they refuse to close unless DOL requests the funds back. I have no card- never received a card to date- the card was cancelled anyway because it was mailed XX/XX/XXXX and I have not received it still and can not get it due to my current circumstances. I no longer have transportation. Im homeless and living in a broke down car that I cant fix because I have no money. 

Supervisor - XXXX XXXX or XXXX. A bit combative, put me on a hold and cal hung up. Called bk and spoke to XXXX above XXXX XXXX supervisor- stated theres no way to establish an account to transfer the funds to my own back since the card that was mailed and never received has been cancelled. She advised that the process to transfer would be send a copy of your driver 's license ( front and back ) and a letter of request, and a copy of a bank statement with checking and routing number which have to be approved. She advised that if approved you would be the one to transfer your own funds ) but you can not do that and register for an online account without a card ( which I dont have1 possibly stolen in transit- never received and it was cancelled by them. ) when I stated at this point y there is not much else I can do, but file a complaint it this couldnt be escalated up for further review and she said you can file whatever complaint you want - there is nothing else i can help you with. 

Emailed the commissioner : Begin forwarded message : From : " XXXX XXXX XXXX '' XXXX Date : XX/XX/XXXX at XXXX EDT To : Commissioner XXXX Subject : Re : Feedback from : Email the Commissioner Hello, I dont need a card. Way2go is refusing to send my payment back to the DOL. Please read the details for my original email to the commissioner. It appears that the basis of the email has been overlooked. My payments were sent this company in error due to the DOL system default issue. This is where they were supposed to go ( My Bank Account ) - not to Way2go. 


Warmest Regards, XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX  ) On XX/XX/XXXX, at XXXX, Commissioner XXXX wrote : Good morning XXXX, Our records does not show the payments for WED ( week ending date ) XXXX, XXXX, XXXX and XXXX, XXXX has been returned by the bank. 

Please contact the Way2go vendor at ( XXXX ) XXXX to get more information about the payments and also, to request their company mail you a debit card. 

Thank you, -- -- -Original Message -- -- - From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX PM To : Commissioner XXXX Subject : Feedback from : Email the Commissioner Submitted : Tue, XX/XX/XXXX - XXXX First and Last Name : XXXX XXXX XXXX E-mail Address XXXX XXXX Phone Number : XXXX Comments : Hello! Requesting assistance in obtaining my UI payment that were disbursed to Way2Go in error due to a system default even though I entered and saved my XXXX XXXX banking information. I filed a claim which due to a name spelling issue from the employer, my waged were not initially found. I completed the entire claims application online, selected the direct deposit optional, it saved and showed that the XXXX account info had been saved. I was encouraged to file another claim so that the system could pull the wages- which I did, and that claim was also submitted successfully. It did not ask me to re-enter any financial information during the 2nd claim filing. 

I was notified by a Claims examiner in the XXXX, GA office that the wages were found and that they would resubmit the original claim ( 1st claim ) back up for review. The claim was approved, and wages were disbursed. After two weeks, I found that the payments had been put on a debit card that I did not request. After 2 additional wks., I finally reached Way2go on XX/XX/XXXX who cancelled the card that was said to be mailed XX/XX/XXXX. ( Cancellation Claim # XXXX ) I have not received the card to date ( may have been stolen ). I would not like a card, but request to have my funds sent back to DOL so they can be deposited into my bank acct so that I can have immediate access to get help where I am. Way2go supv. XXXX stated they will not cancel the account and return my benefits to DOL unless DOL request it. 

DOL stated they can not request the funds back. Way2 go say they will hold the money for 3 years or in the event of my death. Im a high-risk homeless person living in my now XXXX car with XXXX XXXX issues that are life threatening. I did not request a card because I do not have the resources or transportation to travel back and forth to the city in which the XXXX XXXX XXXX located. Please can someone help me get my funds. I'm stuck in a XXXX car that from a tree that fell on it on the way to XXXX  XXXX XXXX XXXX. I have no help and no options. {$780.00} of UI is being held by Way2go and they will not release it back to DOL despite not requesting, receiving the said mailed card that never arrived and is now cancelled form risk of lost or being stolen. PLEASE HELPPP!!! I'm having a rough time and doing my very best, but I'm limited. 

I have no help, no resources, and I've been homeless since getting sick. I'm doing the nest I can trying to find work against doctors ' orders to survive. I have no choice. I'm being met with customer service that gives me a hard time when I'm already have a HARD TIME. If you can't help me, can you hire me??!!! 

* * * GEORGIA DEPARTMENT OF LABOR * * * * * * * * * CONFIDENTIALITY NOTICE * * * * * * This transmission may contain confidential information protected by state or federal law. 
The information is intended only for use consistent with the state business discussed in this transmission. 
If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or the taking of any action based on the contents is strictly prohibited. 
If you have received this transmission in error, please delete this email and notify the sender immediately. 
Your cooperation is appreciated.

Company response to consumer: Closed with explanation