Conduent Incorporated

As I stated. I completed a transfer online through the goprogram.com ( unemployment benefits ) .The transfer was processed on XXXX/XXXX/3026 it says " cleared '' and it would take XXXX business days to process. Today XX/XX/year>, the funds are back on in prepaid card and the transaction is listed as " cash credit client adjustment ''. I have no idea why the funds were placed back in the account. Ive tried calling and there is no option to speak with a live representative. No option for technical support, just an automated loop. Im trying to pay my bills, but I can not using thd card because there is no routing or checking account number attached to this horrible prepaid debit card.

I have tried calling customer service lines for both the Tennessee state government ( unemployment and social services offices ) and received no help. I called the rep line for WayToGo and also received no help. My funds are stuck in my account and can not be transferred to either a bank account, a XXXX account, or other payment apps.

Issue : Failure to initiate recovery of traceable ACH funds On XX/XX/XXXX, I initiated an ACH transfer of {$4000.00} from my Way2Go/GoProgram account administered by Conduent. Conduent has confirmed the transaction and provided XXXX XXXX XXXX XXXX. The receiving institution, XXXX XXXX XXXX XXXX, has confirmed that an indemnity letter from the originating bank is required to recover the funds. I formally requested that Conduent initiate this indemnity process on XX/XX/XXXX. As of today, XX/XX/XXXX, Conduent has : Not initiated the XXXX request Not identified the originating bank Not provided any confirmation of action Not responded meaningfully despite an existing CFPB complaint being marked past due The funds have not been credited to my account and have not been returned. This is a failure to cooperate in the recovery of identifiable XXXX funds, despite confirmed traceability.…

Read full complaint at CFPB →

XXXX XXXX, I called the company 4 separate times, spoke to 3 separate agents, and through the automated system as well to verify my balance on my card, and any further information on the file, as well as the XXXX app for my card to start, because my card kept declining for purchases that had worked previously. The XXXX app is how I purchase my groceries, and normally I am able to add it to XXXX, not for the purpose of transferring money, but to checkout and afford food, and other necessities. My card stopped functioning not only on XXXX, but on my bill websites, and every other online purchase. It declined in store as of XX/XX/XXXX as well, and I had to retry the transaction in the hopes it would go through. The agents I called insisted there was no security lock, and simply told me to change my pin, wait an hour and try again. When that did not work, I called two more times and was told once more, change my pin, wait an hour, and if that doesnt work, wait longer.…

Read full complaint at CFPB →

I got approved for unemployment on the XXXX and Way2go has my card being held hostage and I don't know what to do!!!! They're saying they don't have my apartment number and they refuse to send me my card until I contact unemployment and have them change my address. I have called unemployment and my address was never wrong. Unemployment tells me it's Way2go playing games and refusing to update my address. Way2go and unemployment keep pointing fingers at each other saying the other side is lazy and not fixing my address. My address has been correct the entire time mind you. This has been going on for 2 weeks now and I'm going to get evicted if I dont get my card soon. I'm panicking and dont know what to do or who to believe, but I'm being deprived of legally entitled benefits and that is a serious crime. I spoke with Way2go supervisor GRACE and she swore they have no way of changing my address which I refuse to believe. I suspect attempted fraud and embezzlement.…

Read full complaint at CFPB →

I entered my Way2Go prepaid card information on XX/XX/XXXX in response to an online advertisement for what I believed was a XX/XX/XXXX-time purchase for perfume. The advertisement did not clearly disclose that I would be enrolled in multiple recurring memberships. After entering my card information, I was charged by multiple unrelated companies that I do not recognize and did not knowingly authorize : XXXX XX/XX/XXXX {$44.00} XX/XX/XXXXXX/XX/XXXX {$15.00} XXXX XX/XX/XXXX {$37.00} I attempted to cancel these memberships on XX/XX/XXXX through their websites. Although the sites confirmed that my memberships were canceled, additional charges were attempted and/or processed afterward, including higher amounts than the original charges. I contacted my card issuer, the Way2Go Card, and disputed these charges as unauthorized and deceptive.…

Read full complaint at CFPB →

I am disputing the company way2go card response as inaccurate. My account shows a Reversal Credit of {$150.00} on XX/XX/year>, followed by a Reversal Debit of {$150.00} on XX/XX/year>. This means the credit was removed the next day and was never actually available to me. The company stated that a provisional credit was issued, but a credit that is immediately reversed is not a true provisional credit, as I never had access to or use of those funds. Under Regulation E, if an investigation exceeds XXXX business days, a provisional credit must be provided and made available to the consumer during the investigation. That did not occur in this case. I am requesting supervisory review of this complaint due to inaccurate reporting by the company.…

Read full complaint at CFPB →

The Way2Go program is not a good card for anyone 's money. I get child support from this card and I have to pay my daughter 's tuition with this money. I can not get any money from this card at all. The app doesn't work. The website doesn't work. And when I call them it's a run around and nothing is done. My daughter father 's job deposit money on this card every week and I can never get money from it to use. I don't know what to do. Please help me.

I received my card and tried to activate it with the number provided. The automated service kept telling me my information was wrong. I went into the website and tried and same thing. I downloaded the app and same thing. I called the customer service number and somehow got through to a live rep. They told me the cards fine. I said its not fine because I can not even activate it due to it saying my information is wrong. She said my account is locked because of all my attempts to get in. She said to give it a couple hours and it should unlock to try again. I waited until the next day and got the same message. I tried calling back and now I somehow have no way of reaching a live rep. The phone just keeps hanging up on me.

I made a purchase from XXXX and later returned the items. XXXX issued a refund back to my Way2Go prepaid debit card account. At the time the refund was sent, my card was locked. The card issuer informed me that because the card was locked they did not load the refund to my account. However, the funds were also never returned to XXXX. Instead, the company told me I would need to file a dispute to recover the refund. I followed their instructions and filed the dispute. The funds were temporarily credited back to me, but the company later reversed the credit and took the money back without properly resolving the issue. When I contacted them again, they refused to investigate further and stated that because my card was locked they had the right to keep the funds. XXXX has confirmed that the refund was successfully sent and has not received the funds back.…

Read full complaint at CFPB →

Systemic Failure to Disburse Child Support Funds and Vendor Misconduct Statement of Fact : I am a custodial parent and a licensed attorney. I have been denied access to court-ordered child support funds for over 60 days due to the repeated failure of Way2Go ( Conduent ) to deliver my debit card. On XX/XX/year>, I attempted to resolve this for a fourth time via phone ( XXXX ) and encountered the following : XXXX XXXX EST : I spoke with Supervisor XXXX. She refused to waive the {$18.00} expedited shipping fee despite a 60-day delay caused by vendor error. She further refused to provide a tracking number or written confirmation of our call. XXXX XXXX EST : I called back to the XXXX line. Upon reaching a supervisor, I requested his Agent ID and a Reference Number for a formal grievance. The supervisor immediately and abruptly terminated the call ( hung up ) upon my request for identification and mention of a CFPB filing.…

Read full complaint at CFPB →

I am filing a complaint against Conduent/Way2Go regarding unauthorized electronic fund transfers totaling approximately {$4700.00} from my government-issued prepaid card. The fraudulent transactions occurred between XXXX and XX/XX/year> and were primarily online XXXX-related charges in states where I have never been.

I have been trying to transfer funds off of my way2go card for several weeks now. Over the time span of XX/XX/year> through XX/XX/year>. I have tried to transfer the funds through the mobile app and through their customer service line. Each time they said the transaction was approved however, within XXXX business days the money would be back on the card. I have tried numerous times to reach a customer service agent, I have not been successful. I was able to successfully transfer over funds from the way2go card to my bank account XXXX times in the past. Since then though I have been unsuccessful transferring my money no matter the amount or route I use.

I followed the directions given on the paper to activate the card. On XX/XX/year>XXXX I tried buying books for my daughter and I and the card would not go through! When I went to the app I XXXX the funds were available I went to the help side and clicked activate card I put the XXXX in 3 times and kept getting the error code until I was told I was locked out I called the company multiple times now Im being charged every time I called but have not been able to speak to an actual representative I am now waiting in queue for 46 minutes with no help and I NEED MY MONEY

I received my Way2go card from unemployment benefits, I followed the instructions, but there is no money on it. I have XXXX children to care for and I am in need of the funds. I called several times and days, but there is not a live representative who can assist me. Its frustrating. Could you please assist with this presenting issue? Thank you so much for your time. XXXX XXXX

I am writing this because I am very disappointed with the service. I have someone on child support. They are paying child support. I am seeing that the payments are posted and I'm not receiving anything in my account. Another situation, I had fraud in my account over {$2000.00} was stolen and I didn't purchase anything. They told me they were gon na give me a credit for {$1300.00} and then I had another child support payment of XXXX posted and I never received that. I'm not understanding why my money continues to be held and I'm not seeing it on my account. I am a single mother. I need my money. And every time I call customer service, I just get placed on hold. I am very disappointed with this service and I need to speak to somebody right now. Somebody needs to tell me where my money is.

I am unable to access my Oklahoma unemployment benefits due to repeated identity verification delays with Way2Go/XXXX Bank XXXX I successfully completed identity verification once and waited the required time. I then attempted to follow up by phone and was disconnected by Way2Go representatives twice, requiring me to call a total of XXXX times with a combined wait time of approximately XXXX hours. After these disconnections, I was told I must re-submit verification and wait an additional XXXX hours, restarting the process through no fault of my own. ( They said the wifi went down ) These repeated disconnections and verification resets are preventing access to unemployment funds I rely on for basic living expenses and are causing financial hardship. Ive requested immediate supervisor escalation, manual review of my verification, and prompt release of my funds without further delay and have not gotten that.…

Read full complaint at CFPB →

Since XXXX yesterday, the website VIA web browser & application has been sending error messages. So theres absolutely NO WAY to log in to do a balance check, or unlock your card to use your funds. So Ive been unable to use my card at all, since yesterday cause my cards locked and I cant unlock it in the application because its not working. Also, it charges you a dollar just for an inquiry of your balance via phone. As per google its been having these same problems for other users since the beginning of the month

I am writing to formally complain about my inability to access my MyWay2Go account for the past XXXX days. During this time, I have been unable to log in to the website or mobile app to view my balance or manage my account. I have also tried calling customer service multiple times and have been placed on hold for hours each time, without ever speaking to a representative or receiving any assistance. These ongoing issues have prevented me from accessing my child support funds, which I depend on for essential expenses. This situation has caused XXXX XXXX XXXX XXXX XXXX. I am extremely frustrated that, despite repeated attempts, no one has helped me resolve this problem. I am requesting immediate assistance to restore access to my account and ensure that my card and online services are working properly. Please investigate this matter as soon as possible and contact me with a resolution and timeline.…

Read full complaint at CFPB →

I have tried calling the number on the back of my way2go card for information regarding the reason my card and the app is not working I was not notified as to why either of them is not working I have called multiple times and every time Im am left on hold for over an hour each time I called even more importantly I receive these funds for my adult daughter that has XXXX XXXX XXXX XXXX XXXX XXXX that is currently in a hospital over an hour away from where we live I currently have a XXXX so I XXXX XXXX XXXX XXXX which means I have to pay someone to get her home but cant access her XXXX XXXX funds no get way2go customer service to even answer the phone and there app is not even working I have tried calling XXXX and they were also unable to help me I have no where to turn to help my daughter also it is multiple ppl that always have trouble with way2go consumer service

I am a recipient of XXXX XXXX payments through the XXXX Department of Human Services ( XXXX ), which are deposited to my Way2Go prepaid card. I received my payment today ( XX/XX/year> ) which I typically use to pay my electric bill. Today, I was unable to access my funds because I had previously frozen my card using the Way2Go app ( my standard security practice to prevent unauthorized access ). With the app and XXXX website currently down, I have no way to unfreeze my card. This is not a fraud lock ; the freeze is user-initiated. I attempted to resolve this by contacting Way2Go customer service multiple times : 1. I successfully reached Tier 1 representatives twice using the XXXX # trick to bypass automated prompts and reach a live agent. Both representatives indicated I needed a Tier 2 transfer, which is the only way to unfreeze my card. 2.…

Read full complaint at CFPB →

XXXX was stolen from my Way2go unemployment account started XX/XX/year> ended XX/XX/year> I have submitted a dispute claim and was denied I resubmitted with additional documents police report, proof of my location when fraud transaction occurred and a written statement and still denied the money that was took was for life or death procedure to prevent death I request my XXXX return XXXX DENIED FRAUD TRANSACTION DISPUTE

I made a reservation for a hotel accommodation on XX/XX/year>. When I checked in the hotel there was a {$100.00} incidental deposit that was required to check in. I received the run around from both the merchant and the bank. After speaking to both parties at first it was supposed to be a 7-10 hold before the funds were released. Then after 10 days they told me 15 days to release the hold. After 10 days now they are saying that it is a 31 day hold now according to the bank. They were supposed to release it back to me and promised that the hold would be released from the back office but it seems to me they are trying to earn interest on the deposit the longer it sits. I want my account to be back refunded the {$100.00} that was supposed to be released back to me.

This card doesn't allow payments for utilities at times. Even if I have double the amount in my account. It gets declined at stores. The ATM doesn't allow me to withdraw cash. I tried signing up online. I get all the way through. Card number, name, passwords, etc only to be asked at the very end to select an image, name it, then, network error! I try again, same thing. I tried to sign up on this app a year ago. I had the issues then. I thought I'd try it again today but of course, no access. You charge if you make more than XXXX calls a month to hear an automated account balance but no other way to access my account online. Worst card ever!!! Im stopping by Domestics this week to start a direct deposit into my bank and rid of this card. I can't deal with this anymore. I feel bad for anyone else who has you for a banking card. I read through all of your complaints on XXXX. I've had the same issues a year ago and apparently many many others.…

Read full complaint at CFPB →

XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX, WI XXXX ( XXXX ) XXXX Subject : Refund To Whom It XXXX Concern, Hello! My name is XXXX XXXX. I am just going to get straight to the point. I am a newly single mom of XXXX awesome kids. I receive child support from their father.In late XXXX, my XXXX just quit working, it would not power on. I lt was then that I learned how dependent I am of my phone. I went from XX/XX/XXXX to XX/XX/XXXX with no phone. No use of credit/debit cards, no XXXX, no access to my money at all. Or access to my online login information. Upon replacing the whole master computer of my phone, I was able to have a phone again. However, I had to wait XXXX hours for XXXX to authenticate my account so I still didnt have access to anything. I could call those whose numbers I remember and thats all. XX/XX/XXXX comes around and now I can login to everything.…

Read full complaint at CFPB →

I am POA for my sister, who is in a XXXX XXXX and is unable to handle her own finances. She receives a monthly spousal support amount as per a court order. The funds are added to a Way2Go XXXX debit card. I am unable to transfer from this card to her regular checking account in order to pay her XXXX XXXX bill. I have been unable to obtain information on how to do this from Way2Go customer service or XXXX. The website for Way2Go is not useful and the customer service will not allow me to speak to a knowledgeable person. The card does not offer XXXX XXXX services nor ACH capability. On XX/XX/XXXX, I received an email asking for ID and bank information which I provided on XX/XX/XXXX. I have not received any further response to repeated email and telephone requests.

On XX/XX/XXXX, I initiated an IVR ACH bank transfer in the amount of {$4000.00} from my Way2Go ( GoProgram ) prepaid card, administered by Conduent, to my credit union. I used the correct routing number, but the deposit account number entered was incorrect due to the credit unions use of different internal account numbers for deposits. The {$4000.00} was never credited to my credit union account, and it was also never returned to my Way2Go account. My credit union has confirmed through account statements that no such deposit was received. Other ACH deposits posted successfully to my account before and after this date, confirming the account was active and capable of receiving ACH credits. Since the transfer, I have opened multiple disputes with Way2Go/Conduent and submitted all requested documentation. Despite this, Conduent has not provided an ACH trace number, settlement or return information, written determination, or explanation of the final disposition of the funds.…

Read full complaint at CFPB →

new york state way to go program for withholding my child support for XXXX months and sending my child support card to XXXX different people by sending it to wrong address, in which XXXX person used {$150.00} from the card fraudulently. way to go child support card/financial distributors opened a claim on stolen card and immediately canceled it. investigation was completed and {$150.00} was put back in my child support account then they mailed me a new card to be received in XXXX business days. upon receiving and activating my new card i immediately go to atm to withdrawal all money. card does not work at atm so i call ny state way 2 go program as the card instructs. way 2 go agent say my new card was de activated and another one is being sent. I get the new card activate it and use it immediately it works XXXX then deactivates. I call XXXX transfers me to her supervisor he tells me my account balance is {$400.00}.…

Read full complaint at CFPB →

Dear Customer Service Team, I am writing to formally dispute a charge on my Way2Go Card account for tickets for a festival that was rescheduled due to the collapse of the ticketing company, XXXX. Details of Charge : Date of charge : XX/XX/year> XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX tickets Original Event Date : XX/XX/year> XXXX, the official ticketing platform for this event, abruptly shut down and went offline in XX/XX/year> without notice. As a result, the festival was forced to reschedule the event. The new date made it impossible for me to attend, and no valid tickets were ever provided for the original date I paid for. XXXX offered no refunds, no communication, and no method to retrieve or validate previously purchased tickets. Multiple news sources have reported that XXXX shutdown left thousands of customers without tickets or refunds.…

Read full complaint at CFPB →

My child support funds have been stolen XXXX times in XXXX month. I can not reach a live fraud agent. I am requesting reimbursement under Regulation XXXX My card has gotten canceled and sent to an address in XXXX XXXX. Way to go has sent me XXXX cards now since XX/XX/XXXX when the fraud started. I asked them not to change my address, I've lived here 20 years and tonight now my card is canceled and I yet again can't get thru to the fraud department or any real person. This is exhausting. I want direct deposit and I want my money back that was stolen since XX/XX/XXXX. Yes. I also had fraud charges pending. They are supposed to respond to me by the XXXX of this month. However, obviously they let it happen AGAIN. And I can't even tell anyone because I can't get a human!!!! This money is to feed my kids and this is INSANE. I'm due all transactions from anywhere not in wi since XX/XX/XXXX.…

Read full complaint at CFPB →