Consumer complaint received 2025-10-23 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Conduent Incorporated
State: NY

Complaint narrative:
Subject : Fraudulent Disbursement and Mishandled Investigation by Conduent / Way2Go ( New York Child Support Payments ) To the Consumer Financial Protection Bureau, I am filing this complaint against XXXX XXXX XXXX XXXX XXXX, XXXX ( Way2Go Card ) for mishandling and fraud related to my New York State child support payments. 



Between XXXX and XX/XX/XXXX, my child support payments were issued through the New York State Child Support Processing Center. I was never notified that my payments were being transferred to a XXXX prepaid debit card. The card was apparently mailed to an address that was not mine, and I had no knowledge of it. 



XXXX XXXX had my correct address on file : XXXX XXXX XXXX, XXXX, NY XXXX. Two paper checks totaling {$10000.00} were mailed there, which I received. I believed those were the final payments. I only learned there were additional payments approximately {$6000.00} after the non-custodial parent told my son that he had paid more. This prompted me to contact XXXX XXXX on XX/XX/XXXX, when I first discovered that those funds were sent to a Way2Go card I never received or activated.

I immediately contacted Way2Go and filed a fraud claim. However, a supervisor improperly filed two separate claims instead of one, even though I clearly stated I never received or activated the card. Filing two claims for the same issue caused confusion and further delay.

After the investigation, I received two conflicting denial letters : 1. One stated I waited too long to report the issue, even though I discovered it on XX/XX/XXXX. 

2. The other falsely stated that I authorized the charges, which I did not.

Additionally, during one of my calls, a Way2Go fraud specialist attempted to discourage me from escalating my claim, saying there was something on file indicating I used the card. I asked why she was using a scare tactic, and she denied doing so, but the statement itself was clearly meant to intimidate me. I have never used or possessed the card in question.

When I contacted New York Child Support Enforcement, they stated they had nothing to do with it since the case is now closed, despite the fact that these funds were issued while the case was still active. This has left me with no access to the money intended to support my children and no agency taking responsibility.

This situation shows : Failure to properly notify me of a change in payment method, Failure to safeguard and verify disbursement information, Mishandling of fraud reporting and claim processing ( two duplicate claims filed incorrectly ), Inconsistent and inaccurate denial letters, and Inappropriate and intimidating behavior by a fraud specialist.

I am requesting that the CFPB require Conduent / Way2Go to : 1. Reopen and reinvestigate my fraud claim, 2. Provide documentation showing where and when the card was issued, mailed, and activated, 3. Clarify why two separate fraud claims were filed, and 4. Reimburse the full amount of the stolen child support funds. 



Company : XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Way2Go Card ) Program : New York XXXX XXXX XXXX XXXX XXXX XXXX date : XX/XX/XXXX Case closed : XX/XX/XXXX I have supporting documentation, including : Copies of both denial letters, Correspondence with Child Support, Proof of my address at XXXX XXXX XXXX, XXXX, NY XXXX, Call details referencing the supervisor and fraud specialists actions. 


Please keep in mind that there is a total of almost {$6000.00} missing and they did the disputes separately to make it seem as if I reported like that, when in fact I disputed everything because I never had the card.

Company response to consumer: Closed with explanation