Consumer complaint received 2026-01-19 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble getting a working replacement card
Company: Conduent Incorporated
State: NY

Complaint narrative:
new york state way to go program for withholding my child support for XXXX  months and sending my child support card to XXXX different people by sending it to wrong address, in which XXXX person used {$150.00} from the card fraudulently. way to go child support card/financial distributors opened a claim on stolen card and immediately canceled it. investigation was completed and {$150.00} was put back in my child support account then they mailed me a new card to be received in XXXX business days. upon receiving and activating my new card i immediately go to atm to withdrawal all money. card does not work at atm so i call ny state way 2 go program as the card instructs. way 2 go agent say my new card was de activated and another one is being sent. I get the new card activate it and use it immediately it works XXXX then deactivates. I call XXXX  transfers me to her supervisor he tells me my account balance is {$400.00}. i explained to him XXXX  card gets {$80.00} a week and that my card was deactivated XX/XX/XXXX by way 2 go due to my phone number change and didn't receive another card till XX/XX/XXXX in which during this time i had no access to my child support funds. id like to take legal action against way 2 go program for sending my info and card to wrong address XXXX, withholding my child support from XX/XX/XXXX to now, XXXX  {$620.00} of child support funds, XXXX  months of additional financial stress and burden and not having these funds makes it difficult to pay child care to go to work so XXXX  had to miss work... 

XXXX plus months of being unable to access support for your XXXX  when it leads to missing work and extra financial XXXX  an incredibly heavy burden to carry. 

When a program XXXXWay2Go ( which is managed XXXX XXXX New York XXXX ) fails to deliver funds accurately or repeatedly deactivates accounts, they may be in violation of federal and state consumer protections. 

XXXX. Laws and Rights Violated Electronic Fund Transfer Act ( XXXX ) / Regulation XXXX : This federal law protects consumers when they use electronic methods to transfer funds. It sets strict rules for how banks must handle errors, unauthorized transactions ( like {$150.00} theft ), and the timely replacement of cards. 

Breach of XXXX : When you signed up for the Way2Go card, you entered into a XXXX XXXX. If the provider repeatedly fails to provide access to your funds or sends your private financial information to the wrong address, they may be in breach of that contract. 

New York XXXX XXXX XXXX XXXX : UnderXXXX XXXXXXXX, the state is required to ensure an " adequate distribution '' of services. Withholding funds for XXXX  months due to administrative errors could be argued as a failure to meet this standard. 

Negligence : Sending sensitive financial documents to the wrong addressmultiple timesfalls under a failure to exercise reasonable care, especially since it led to identity theft/fraud.

Company response to consumer: Closed with explanation