Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Confusing or missing disclosures
Company: ADP Inc.
State: IN

Complaint narrative:
I had opened an account with this company only because I started a new job with XXXX XXXX group and when I went to go put in my direct deposit with the current bank, I have an ad popped up showing if I sign up with this bank, which is called wisely and they are with a strand off of XXXX XXXX XXXX that if I signed up, I would get my paycheck two days early. As a single mom that just experienced financial physical, emotional and other types of abuse from my husband for the previous two years, and as a single mom to XXXX children where I am the role of mom and dad and pay for everything because their father my husband that Im separated from wouldnt pay anything for anyone because he was back an addict. I needed my paychecks early because I am in debt. So I signed up with them in XXXX and not once have I had my paycheck two days early, but my first card that I received I got a refund or a couple refunds on and I didnt pay attention because life is busy like I said Im a single mom I have life I have work so I dont pay that closely. Its much attention to things, but I had a few refunds come in and I looked and checked just today and realized none of my refunds were placed into my account even though I have the email confirmation confirmations and so I contacted the bank and they said oh well thats cause its connected to your old card. Its the merchant sent the refund to your old card and thats why it was not put in the bank your bank account. Now Im XXXX XXXX XXXX. I have XXXX children age XXXX down to my youngest is XXXX and I have a XXXX XXXX account and I also have a XXXXXXXX XXXX XXXX account and no matter how many cards throughout my life I have had with any bank account that I have opened no matter what when you get a refund it doesnt hold it to your card because all of your cards are connected to the same account number. So I did some digging and I found out that this bank wisely is not sending an email or notification that you have had a refund sent to your card and they are not putting it in my bank account because Im assuming they just think people wont pay attention or remember but as life is expensive and I just contacted them a month and a half ago because my third bank account card with them was being fraudulently used. I never placed any of these orders and I never received any order so they canceled my card sent me a new one. It was over a month probably a month and a half. I called this past Saturday, which was XX/XX/XXXX or fourth the day before XXXX because somehow the same merchant put another {$40.00} charge through on my account which was pending on Saturday so I called them right away. I said hey Ive called you guys multiple times about this. I canceled my card my previous card. I ordered a new one. I still dont have my new card and Im letting you know do not let this purchase go through. I dont know how that they have this card my bank information to be able to charge my account when I didnt even I dont even have a bank card to use my account because I was never received my car then they told me that the reason I didnt receive my card was due to it being undeliverable and I said oh yeah its the same address that you delivered all of the prior cards too, and I have this new charge that they shouldnt be able to have so Im wondering how theyre doing this when I cant even use my card and I transferred all of my money to my other bank account. So they said oh now that this happened we have to send you another card and the same charge that I called about this past Saturday, which was the XXXX {$40.00} charge. It shows an email it was refunded to me, but I realize that the refund is not in my account and I called the bank and I said hey you know this is five days later I said hey I already received a email from the company that this charge was on that I did not authorize and they refunded it like 56 days ago, so wheres my refund and thats what I found out that their whole they hold all of the bank account holders refunds onto their bank card and not transfer it to their account which by the way all bank cards I have had with this company wisely which has been a four now each card has been connected to my account, but they did not mention that there was a refund until I said hey I got the email that it was refunded. Where is my money so then they said oh were gon na escalate this. I said hey Ive had four cards with you and multiple refunds that are not showing on my transactions in the bank account and I want all of my refunds given to me and thats when they started hanging up on me or shutting the conversations down.

Company response to consumer: Closed with explanation