Checking or savings account -- Managing an account -- Complaint #7113673

Complaint Overview

Complaint ID: 7113673

Company: Conduent Incorporated

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: Pennsylvania

ZIP Code: 19406

Date Received: 2023-06-13T12:00:00-05:00

Date Sent to Company: 2023-06-13T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: No

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2023 I checked my Way2Go account and all of the funds had been stolen- almost {$12000.00}. Way2Go ( Conduent Bank ) is the bank that my child support funds are deposited into. I immediately called Way2Go and reported that my money was stolen. I filed a dispute over the phone and was told that a questionnaire would be mailed and I would receive it in 7-10 days. I did not want want to wait that long so I spoke with the dispute department and they told me I could hand write the dispute letter with all of the dates and amounts of charges that were not authorized by me. I faxed that letter in on XX/XX/2023. I called on XX/XX/2023 and was told that the dispute was denied on XX/XX/2023. They said they would send an email letter with details about how they came to that conclusion and letter contains no information whatsoever besides " conflicting information. '' I asked to open an escalation so that they would truly investigate the fraud and 3 have been opened and still pending over 6 weeks later. I have spent countless hours calling Way2Go and they just say call back in a few days. Way2Go had sent out a new card in the beginning of XXXX and allowed someone to activate the card and steal all of the money within days. There is an {$500.00} limit per day yet the thieves were allowed to steal thousands a day and it was not flagged by Way2Go. I have asked how this could happen and every single customer service representative has said " I don't know. '' A police report was filed with my local police department and also filed a fraud report with the FTC. Way2Go has yet to communicate with the police department even though I have sent them the reports and told them that the PD has gathered additional information and suspects that would help their investigation. They have yet to cooperate with police. This experience has been life shattering and Way2Go has not provided any support or even a true investigation into this obvious fraud. I asked about a provisional credit and they said it is not guaranteed but I would have had to get my documents in within 10 days and I absolutely faxed the documents in the day I discovered the fraud. Way2Go needs to be held accountable for their negligent practices and lack of communication while handling such a horrible situation. I was told I will never be able to talk with the investigation department and I can only speak to managers which can give me no information. I have kept track of all calls, dates, names, and information given during each of my calls to Way2Go. This company has shown zero concern with this situation and what makes it even more sad is that is child support money that I have been saving for years that will help my child with his future education.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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