Consumer complaint received 2024-11-15 00:00:00
Product: Prepaid card — Payroll card
Issue: Unexpected or other fees — 
Company: ADP Inc.
State: NY

Complaint narrative:
On XX/XX/year> around XXXX in the morning I was awaken to texts alert that my ADP Wisely Card was used 7 times back to back amounting to {$470.00} Dollars. I immediately called Customer Service because they were available XXXX hours. I spoke to the representative whose name I wont mention now and explained to him what just occurred. He ask Can I tell him the amounts I was referring to and I told him. He then ask if I would like to put in a dispute. I said yes I then asked if they will credit my money until they do their investigation. He said no, that he would give me a dispute number and they will investigate and let me know. I did push back and mention why wouldn't they credit me because obviously is fraud and most bank do that. He said they don't handle dispute that way, He stated they will sent me a dispute questionnaire letter and I need to returned it within two weeks, I ask how long could this matter take because this is my mortgage money, He then said it depends on the investigation and that I will need to answer the dispute letter and mail it back.Mind you this occurred onXXXXXXXX  I waited a week for the dispute form and I have not received anything.but, I did received a new wisely card priority mail which I did activate. A week later, I decided to log into my account on XX/XX/year> to see if anything has changed. I went into the ( Support section ) Where it said, Dispute charge. and there the very next day on XX/XX/year> without receiving or returning any dispute form. My dispute was denied.I called Customer Service yesterday XX/XX/year> and ask them regarding the status on my dispute? The representative stated that they did investigated and didn't see any fraud that was made. So I asked to speak to a supervisor and she pretty much said the same, that the charges could have come from me. Not really explaining what exact investigation was made to determined that this was not fraud. She said if I would like to reopen the dispute claim, I would have to write a personal letter to there compliance Department and explain why I want to reopen the dispute. I ask if there was an email to speed up the process, She stated, No that it has to be a personal letter. I was so upset at this point.I decided I'll just take a loss. I then went to the ATM to withdraw my last {$120.00} dollars and I totally forgot my pin #. I attempted to change my Pin # but it said it needs to be activated which was strange because it was activated. Called customer service again.. I was told that my new card was locked because I re-enter the incorrect Pin # multiple times. Now, I am dealing with another situation. They forward a link to my cell phone so I could download 2 document and pick From A document and B Document, So I downloaded and forward them a picture ID and a utility bill as I was asked. I received an email the very next day today XX/XX/year> asking me for my SS card. At this point it just seem to me that there doing this intentionally. Before I contacted you guys, I looked into the XXXX and the ADP compliant reviews about them and read theirs over a thousand complaints against them pretty much the same two scenario I just experienced. I feel someone needs to look further into this big problem Thank you in advance

Company response to consumer: Closed with explanation