Consumer complaint received 2024-05-05 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: Conduent Incorporated
State: AZ

Complaint narrative:
Recently in XX/XX/2023, I became unemployed as a result of a mass layoff at my former employer. This resulted in me having to collect unemployment benefits while I seek new employment. The State of Arizona contracts with Way2Go Card/Conduent Corporation , which provides a barely functioning application/website that unemployment benefits are deposited onto. The application for the XXXX ( XXXX ) operating system is extremely glitchy, slow and unresponsive. I almost never used the app other than to transfer funds into my checking account, which worked just fine up until approximately three weeks ago. Out of nowhere, after the application redirected me to a confirmation page indicating that my transfer was successful, I noticed that the intended transfer never made it to my bank account. 

I was suspicious as to why, so I attempted to transfer again. The same exact event occurred where the funds were acknowledged to have been " transferred '', yet the transfer never took place and it was sent back to the prepaid card again. I called and spoke to a representative whom assured me that I could use any certain types of ATM machines listed on their online portal where I would not incur a surcharge. I visited the ATM in which the representative told me I could use free of charge ; this turned out to be not true, as the same ATM we discussed charged me a fee. Rather than drive all around town and try to find others, I simply accepted the fee and withdrew the funds. 

I called back later that day to speak to another agent and find out why I was being charged an ATM fee when I shouldn't have. That agent I spoke to advised me that their software application flagged my transfers as fraudulent, despite the transfers working like clockwork for the past XXXX months. Her thought process behind this ( as she was explaining it to me ) was that it " could be fraud even though its been going to my account the whole time ''. This is very illogical and I should have been notified either via the application that fraudulent activity was suspected, or someone should have attempted to contact me ; neither happened. 

Furthermore, that agent I spoke to advised me that " only some of the ATMs '' were free of charge, and that if I wanted to remove the block on my account ( that I was never properly notified about ), I would have to manually take pictures of personal information that had to match their requirements exactly. XXXX of these requirements happened to be a drivers license with my physical address matching ; which I can not provide. 

In summary, this is a very poorly designed application that is causing its unemployed users to incur unnecessary fees. In addition to this, they are a predatory organization that is not fit to serve the needs of the public. The state government needs to end its contract with this company ; it is unbelievable that they were able to enter into a partnership when they can not even provide basic transactional support.

Company response to consumer: Closed with explanation