Prepaid card -- Trouble using the card -- Complaint #11771762
Complaint Overview
Complaint ID: 11771762
Company: Adp INC.
Product: Prepaid card
Sub-Product: Payroll card
Issue: Trouble using the card
Sub-Issue: Trouble using the card to spend money in a store or online
State: Texas
ZIP Code: 77355
Date Received: 2025-01-24T12:00:00-05:00
Date Sent to Company: 2025-01-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
Wisely ( XXXXXX/XX/XXXX administered by ADP ) Introduced a new feature without notifying card holders, this new feature automatically declines every transaction and sends a text message for the cardholder to authorize the transaction, but even after this is done, the transaction has to be completely repeated. This went on for a couple of days but now they admit they have a. glitch and the authorization text is not sent for 1 to 4 hours after the transaction is declined. Furthermore by the time the text is sent, their system still only allows 1-2 minutes to approve the transaction, even though the text came hours after the text has expired. The time to authorize the transaction has passed so one must return to the retailer or the website and start the transaction completely from scratch, and it is automatically declined. The text comes1 to 4 hours late and is expired, This has become a repeating sequence of events, the card can not be used online or in person with this going on. I have spoken to Wisely numerous times, All the way up to supervisors and they dont know when the glitch will be fixed however they plan on keeping the feature of the automatic decline. although card holders can opt out when you opt out of the new feature, then everything is automatically declined and you just dont get an email allowing you to authorize it so cardholders have essentially opted out of having a usable card. Basically Wisely/XX/XX/XXXX/ADP has the funds of thousands of people who depend on them to receive their paychecks, their Social Security payments and other money yet there is no way for users to access their money.
Frequently Asked Questions
What is Complaint #11771762 about?
Complaint #11771762 was filed against Adp INC. regarding Prepaid card specifically about Trouble using the card. It was received by the CFPB on 2025-01-24T12:00:00-05:00.
How did Adp INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Prepaid card) and describe your issue in detail.
Can I see other complaints against Adp INC.?
Yes, visit the Adp INC. company profile at readthecomplaint.com/company/adp-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.