Consumer complaint received 2026-05-06 00:00:00
Product: Prepaid card — Government benefit 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:
I am filing this complaint against Way2Go regarding unauthorized transactions involving my government benefit card account and the companys repeated failure to properly investigate, resolve, and reimburse stolen funds removed from my account without my authorization. Unauthorized transactions were made from my Way2Go child support benefit card account without my knowledge or permission. After discovering the fraud, I immediately contacted Way2Go and disputed the unauthorized transactions. During this process, I also discovered that unauthorized changes had been made to my account information, including my address, email address, and phone number. I experienced ongoing issues accessing my account and obtaining account information. A replacement card that was sent to me by certified mail was later deactivated upon receipt, causing additional hardship and preventing access to my funds. I repeatedly contacted Way2Go regarding the fraudulent activity, disputed transactions, account security concerns, and requests for investigation records and supporting documentation. Despite my repeated fraud reports and disputes, Way2Go repeatedly denied and closed my claims without adequately resolving the unauthorized activity or financial harm caused. I requested investigation records, transaction information, and documentation related to the fraud investigation multiple times. However, the company failed to timely provide necessary records, which interfered with my ability to fully pursue and complete the matter earlier through law enforcement channels. I filed police reports regarding the unauthorized transactions and fraudulent activity connected to my account. I was later informed that additional investigative steps, including subpoenas, may be necessary and could take additional time. Despite this, Way2Go has continued to deny reimbursement for the stolen government benefit funds and has failed to provide a meaningful resolution regarding the unauthorized access to my account. Due to the security failures and lack of confidence in Way2Gos handling of my account and fraud disputes, I no longer use the Way2Go card to receive my child support benefits. I changed my payment method to direct deposit into my personal bank account to protect my funds from further unauthorized activity. This situation has caused significant financial hardship, emotional distress, stress, and loss of access to critical child support funds intended to support my household and children. I am requesting that Way2Go : 1. Reopen my fraud claim and conduct a proper investigation into the unauthorized transactions and unauthorized account changes, 2. Reimburse the stolen government benefit funds removed from my account without my authorization, 3. Provide all investigation records, transaction records, and account access information related to this matter, 4. Provide a full explanation of how unauthorized access and unauthorized account changes were allowed to occur on my account despite my fraud reports and disputes, 5. Review the handling and denial of my prior claims, which were repeatedly closed without adequately resolving the fraud and financial harm caused.

Company response to consumer: Closed with explanation