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Business Profile

Business Process Management

Conduent Business Services LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Conduent Business Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 274 total complaints in the last 3 years.
    • 98 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I’m new to the way to go benefit card. I get my Ohio benefits on this card run by.Conduent. I had a couple disputes the one I did allow now the second one. I did not give anyone access to my card nor did I priorauthorize or authorize the use of my card by anybody not even my own family members in which I was accused of just because I did the first time the first dispute has nothing to do with the second one. My card was stolen and it was used by somebody else whichthey never checked the ATM and they said it was an ATM. I use well. I’m sorry that there’s a gas station by my house that an ATM. It doesn’t mean that I authorize the charge. I want my money back or I’m calling the state and having the state dispute it because this isFraud of government benefits. They won’t reopen it until I have new evidence which I called the police, but they wouldn’t file a report because there wasn’t evidence I’d have to press charges and I’m not 100% sure who it was so I’m just supposed to be out $300. The person took my phone too. That was $1300 so I’m out $1600 and I’m just supposed to say anything that’s never gonna happen. I want my money back. They are liable for keeping my money safe and they didn’t and they need togive me my funds back. There’s so many complaints about them. It’s disgusting so apparently they do this to everybody. Well, this is gonna be their last time because I’ve had it.It’s not fair. It’s not right so everything they said is not true. It was not authorized. It was at a gas station close to my that’s been used before because it’s right by my house so the other person must’ve went there too. I did not contradict myself. That is exactly what happened if you want me to follow a police I’ll just file it just to file it so you’re happy because this is not a joke.

      Business Response

      Date: 03/26/2025

      Dear ****** ****, 
       
      My name is Jennifer and I'm a Cardholder Advocate with the Way2Go program. As of 3/25/2025 you were able to speak with our inbound team who advised an additional review of SR 1-********** would be completed. I also attempted to speak with you as well on 3/25/2025 but you seemed to be having some phone issues. The review was completed, and I do apologize to inform you but at this time the dispute is going to remain closed and denied due to conflicting information. An additional denial letter would arrive within 5/10 days. I do apologize for any inconveniences this may have caused. Thank you for your time and allowing us to assist the best way possible.

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ###-###-####
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with Jennifer)
       
      Email: ***********************

      Customer Answer

      Date: 03/26/2025



      Complaint: ********



      I am rejecting this response because That is a complete lie. There is no conflicting information. I addressed their conflicting information in an email. I am having phone issues. My phone was dying and I could not get it to charge because my other phone was stolen like I told them my phone was stolen along with my card and I don’t wanna have to go through this any longer. I’m gonna call the state of Ohio and I’m gonna have them do it. They can dispute it for me because this isabsolutely ridiculous. I addressed every single one of their supposed conflicting information number one. It was used at a gas station near my home. I use that gas station. Everybody uses that gas station. It’s near my home that’s not conflicting. I had a whole new card so no one had access to it not one person had access or was allowed to use my card nor do they know any information about the card unless they got into my phone which obviously I just told you the phone was stolen then you said I didn’t change my pin. Why would I change my pen? It’s a whole different card and had nothing to do with the old card. It wasn’t any close number or anything. It was a whole different card a whole different account so it doesn’t matter whether I changed my password or not. No one should’ve stole the card and holding me liable is fraud so you could deal with the state of Ohio because I’m writing the attorney general as we speak then I’m gonna call the FCC and report you to them also you’re going on a dispute that was prior and had nothing to do with this dispute. You can’t take information from that dispute and use it for this one and it doesn’t matter where it was used. It was used by someone other than me period  






      Regards,



      ****** ****

      Business Response

      Date: 04/02/2025

      Dear ****** ****, 
       
      My name is Jennifer and I'm a Cardholder Advocate with the Way2Go program. As previously advised an additional review of SR 1-********** would be completed and as of 3/25/2025 the review was completed, and I do apologize to inform you but at this time the dispute is going to remain closed and denied due to conflicting information. The additional denial letter was sent to arrive within 5/10 days from 3/25/2025. I have also issued a request for the dispute denial documents to be sent via email and via mail to the address you verified. I do apologize for any inconveniences this may have caused. Thank you for your time and allowing us to assist the best way possible.

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ###-###-####
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with Jennifer)
       
      E***** ***********************

    • Initial Complaint

      Date:03/20/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was issued a Way to go card by sc and way to go program is under *************. My card information was stolen from a system hack with them and the suspect stole over $2000 and lots of fees were accumulated during this time until the fraud was noticed and reported. The bank has yet to give me back all the fees due to inquires and the suspect trying to use the card and no more was on the card with ended up being lots of money. they say that the dispute is still pending that they cant give me back this money. I informed them that there is a warrant for the suspect that did these crimes and it wasnt be that racked up all this fees. This was money for me to use for child support as a single mother not for someone to steal it and now the bank is stilling it from me knowing that this was fraud. ************** is the number on the back of the card. they are so imposible to talk to my last conversation was with ****** on 3/20 @11 am. she ended up refusing me information and hung up the call.

      Business Response

      Date: 03/25/2025

      Dear ******** *****,   
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. Per our phone conversation a few moments ago this is written confirmation that the fee's previously debited from the account have been credited back. As provided the account balance is $58.75. I do apologize for any inconveniences this may have caused. Thank you for your time and allowing me to assist the best way possible.  

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

      Customer Answer

      Date: 03/25/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ******** *****

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I receive my child support on the Way2go card. On 2/13 I attempted 2 transactions that were both declined. When I checked my way2go account online these transactions were marked pending. Typically they get reversed almost instantly. I called w2go card several hours after because the funds were deducted from my balance and still pending. I was told I had to wait 72 hours for it to drop off. I waited and contacted today 2/16 (78 plus hours later) because they still showed pending. The story changed today that I needed to wait 7 business days. I explained this is not acceptable and I needed access to my child support to care for my children. These 2 transactions totaled about 1/2 of what I receive. Was told this is a prepaid card and they have different rules compared to debit cards. I asked to file a chargeback on these transactions and was told by the manager ****** that she didnt have access to do such. This is a simple form basically asking to investigate these transactions I didnt receive credit for. She refused to escalate this past telling me to wait. This doesnt work when the money is used to support my children. There are laws in place that protect the cardholder and she wouldnt assist me further than telling me to wait 7 business days. This is not my first time having issues with inadequate cust svc. . The ************************************ has implemented rules to Help the card holder when encountering any errors, even prepaid cards yet way to go card services does nothing but tell you to wait while they are sitting on my money that is rightfully mine. They claim both transactions were approved however I received the declined response as did the merchant. Ive contacted the merchant and was told they received the same declined response so they cant do anything to rectify it. Way2go should know this to be true when balancing their daily log of transactions which Im certain is required to do daily for auditing purposes.

      Business Response

      Date: 02/19/2025

      Dear ***** *******, 

      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. I have attempted to contact you to address the concerns listed above, although I have not been successful. I've attempted to reach you on 2/17/2025, 2/18/2025, and 2/19/2025 using the phone # of ************. I also sent an email to *********************** on 2/19/2025. If further assistance remains needed, please reach out to my contact methods listed below. Thank you for your time. 

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

    • Initial Complaint

      Date:02/11/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Conduent conducting business on behalf of ******** collecting and apparently distributing all cash payment via Way 2 GO. After two unsuccessful login attempts to check the balance, the account has been completely frozen and company bluntly refused to provide any assistance. Despite this ver a DOZEN emails to verify the identity via email and photos of passport (yes, passport), drivers license, birth certificate etc including MULTIPLE WRITE-UPS, nothing has changed. Thieves and criminals.

      Business Response

      Date: 02/17/2025

      Dear ******* ********/***** ********,   
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. This is written confirmation that ************* issue has been resolved. The account is fully accessible. I do apologize for any inconveniences this may have caused. Thank you for your time and allowing us to assist the best way possible.  

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

    • Initial Complaint

      Date:02/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My biggest complaint is that I have tried to transfer funds to my bank account multiple times over the past month with no success. When I am finally able to speak with a human on the phone (3 times), I am given a different response. I need my funds! Please note this is not the first year this problem (inability to transfer funds) has occurred.I have called the Way2Go customer service number 13 times this year, with the last call being today. I have reached a human to speak with only three times, and I was given different information each time regarding my attempt to transfer funds. Today, I discovered there is a fee for calling the customer service number more than 5 times per month, which seems inappropriate considering how difficult it is to reach a representative. Additionally, their website is sometimes down, forcing me to call customer service, which means I am forced to pay a fee to inquire about my funds, even when the error lies with Way2Go. Their website says, ***************** is available 24 hours a day, 7 days a week..." but that has not been my experience unless it is referring to automated options as customer service. Last month, I spoke with a supervisor who provided an email, but the email only sends automated responses as well. Additionally, I have been charged fees for using in-network ATMS, although the fee chart says I am allowed three no-fee, in-network withdrawals each month. It is frustrating that this company manages people's funds but significantly fails to provide adequate support and timely services.

      Business Response

      Date: 02/11/2025

      Dear ******** *****,  
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. I have attempted to contact you at the phone # provided of ************ on 2/9/2025, 2/10/2025, and on 2/11/2025. I have also sent an email reply to ******************* asking for a good time you may be reached at. If further assistance remains needed, please reach out to my contact methods listed below. Thank you for your time. 
       

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

      Customer Answer

      Date: 02/11/2025


      Complaint: 22907517

      I am rejecting this response because:

      The number ******** calls from registers as Spam and does not accept incoming calls; Friday, I had to google the number to know that it was someone with Way2Go. I called the number back but it states the number "is not in service." I then received an email from ********, which contained a different number, which I have called the past three business days, no one answers, it always goes to voicemail, and I leave a message. 

      I am especially rejecting the company's response, because the message ******** has left with BBB fails to mention that she did reach me yesterday, but she was having technical issues and asked to call me back within minutes but it was approximately 45 minutes, and I was in an appointment by that time but did call her back and it went to voicemail. 

      I sent an email today stating that I am now available; I also asked that a timeframe be given if she is unable to call back until tomorrow so I can be sure I am available when she calls. 



      Regards,

      ******** *****

      Business Response

      Date: 02/17/2025

      Dear ******** *****,  
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. It has been my pleasure assisting you with resolving the issue regarding *** transfers. As mentioned, we are unsure if the transfer done on 2/15 will be processed as the funds have not been debited from the account. Please attempt the *** transfer 5 days from 2/14/2025 online via the website. Thank you for your time and allowing us to assist the best way possible. Please don't hesitate to reach out if any further issues arise. 

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

    • Initial Complaint

      Date:01/28/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This complaint is in reference to their way2go card service. They have set up their call and contact information in more of a scheme or a scam that constantly forces you to call again and up until recently they forced you to pay a charge every time you did with no way to reconcile any issue or manner to contact customer service, I currently have a fraud report. They have requested that I give further information, however, have given me no way to contact them to verify Questions regarding the report or clarify any further steps needed. My complaint is not isolated as any report online will show. This is a common issue and people have had to go through extreme lengths and often back ended to resolve any issue or to even find a customer service representative.

      Business Response

      Date: 01/30/2025

      Dear ****** *******, 

      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. It was our pleasure speaking with you earlier today. This is written confirmation that dispute SR ************ remains pending further review. The following regulation dates were provided 10th day is 1/23/2025, 45th day 2/22/2025 and 90th day 4/8/2025. Once a final decision has been made a letter will be mailed out. Please reach out should any further issues arise. Thank you for your time!

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: ******************************************************************* 

      Customer Answer

      Date: 01/31/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ****** *******

    • Initial Complaint

      Date:01/28/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good Afternoon, I do not have a Way2Go account. I have researched and sent a CFPB complaint to Conduent Business Solutions contesting that I do not have a contract with them. I have requested that they provide me with record of a contract, notice of assignment, financing statement, and record of the full ********. I was told by a **************** Representative on a recorded phone call that the account is not my account. I am sorry I am not paying for someone else's account this is called misrepresentation and fraud. This deals with file no ****** and NYS id *********. I called ******* and it was stated that they also have no record of debt. A few weeks later I received a notice stating I am a judgement debtor. Please produce a complete record to include contract, notice of assignment, financing statement, ********. I have process served Conduent *************************** to request these records that are being held for *********** as the fiscal agent. Erie ********************* answered a FOIL request that stated that no records exist at the County as me being a Judgment Debtor.

      Business Response

      Date: 01/30/2025

      Dear **** *******, 

      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. This is written confirmation that your initial inquiry was routed to the incorrect company/department and will be closed. A new request will need to be submitted so that it may be forwarded to the proper department. If any further issues arise, please don't hesitate to reach out. Thank you for your time.
       
      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

    • Initial Complaint

      Date:01/25/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I filled a dispute with them back in November due to charges I didn't make they acted like they were going to fix it. They credited back some of the charges only to turn around and recharge me for some but try to put them on there as a charge with no description to what it is for and double charged me for others 1 with a name of a company and another with no name of a company but for the exact amount. They told to take pictures and email them I did but never heard back from anyone. Now they are playing with my cash deposit one minute they can't find it the next they can but refuse to give me access to my money and can't give me a valid reason why or what's going on.

      Business Response

      Date: 01/29/2025

      Dear ****** *******, 
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. We have attempted to contact you on the following dates of via phone using the phone # of ************ as well as via email on 01/27/2025, 01/28/2025, and 01/29/2025 using the email address of ******************* to discuss your concerns listed above. If further assistance remains needed, please reach out to my contact methods listed below. Thank you for your time. 

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

    • Initial Complaint

      Date:01/06/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      FRAUD ON MY CARD UNATHORISE PURCHASE SO THIS BEEN GOING ON AND I ASK THEM THAT'S(WAY2GO **************) THEY REFUSE TO GIVE ME THEIR ADDRESS THAT'S THEIR PHONE NUMBER. THEM CHARGES ARE NOT MINE THE CARD IS IN MY POSSESION NEVER BEEN OUT OF MY POSSESION NEED HELP THEY RULE AGAINST ME HELPPPPPPPPPP.

      Business Response

      Date: 01/10/2025

      Dear ****** *******, 

      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. I have attempted to contact you to address the concerns listed above, although I have not been successful. The attempts to contact you were made via phone on 01/08/2024, 01/09/2024, and 01/10/2024 using the number provided of ************. If further assistance remains needed, please reach out to my contact methods listed below. Thank you for your time. 

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

      Customer Answer

      Date: 01/23/2025


      Complaint: 22765142

      I am rejecting this response because:


      Not resolve I email ******** more than once and I call her, and I call BBB and left a message I follow orders having problem with my phone got to get a new phone the best way is to email me. I also spoke with ******* she gave me a new number for the case.
      Regards,

      ****** *******

      Business Response

      Date: 01/29/2025

      Dear ****** *******, 
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. We have made the additional attempts to reach you on 01/27/2025, 01/28/2025, and 01/29/2025 via phone using the phone # of ************ as well as via email on 01/27/2025, 01/28/2025, and 01/29/2025 using the email address of ray-***************** *** the account notations I am seeing that you were able to have a fraud dispute filed as of 01/13/2025 which remains pending further review. The following regulation dates are 10th day 01/28/2025, 45th day 02/27/2025 and 90th day 4/13/2025. Once a final decision has been made a letter will be mailed out to the address on file. I do apologize for any inconveniences this may have caused. Thank you for your time and allowing us to assist the best way possible.  

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

      Customer Answer

      Date: 02/03/2025


      Complaint: 22765142

      I am rejecting this response because:

      I reject the response because the dates are wrong and to get the right date with proof is they sent me a new card and cancel the old card on that date is when I file fraud charges that will be the true date not Jan 13 2025 I will do anything you say do, cause I did not make them charges or authorize. I spoke with a lady name ******* 1-8427055113. 

      Regards,

      ****** *******

      Business Response

      Date: 02/06/2025

      Dear ****** *******, 
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. We have made the additional attempts to reach you on 02/04/2025, 02/05/2025, and 02/06/2025 via phone using the phone # of ************ and have not been successful at speaking with you. The dispute SR ************ mentioned above remains pending further review. Once a final decision has been made a letter will be mailed out to the address on file. I do apologize for any inconveniences this may have caused. Thank you for your time and allowing us to assist the best way possible. Please reach out should any further assistance remain needed.   

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

    • Initial Complaint

      Date:01/02/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On DECEMBER ******* I SUBMITTED TWO APPLICATIONS POR A PROPERTY THAT I TOURED AND WAS CHARGED $49.99 FOR EACH APPLICATION WHICH TOTALS TO $99.98. ONE APPLICATION WAS DECLINED WHILE THE OTHER WAS CANCELED. AS PER THEIR LISTING, THEIR DESCRIPTION DIDNT MENTION THE AMOUNT FOR THE APPLICATION FEE OR IT BEING EITHER REFUNDABLE OR NON-REFUNDABLE. I'VE REACHED OUT TO FINDIGS AND THEY STATED THAT THE PROPERTY MANAGEMENT (AMERICAN AVE) HAS TO AUTHORIZE THE REFUND. *** TRIED TO CONTACT THEM VIA EMAIL SEVERAL TIMES AND THEY HAVE BEEN 100% UNRESPONSIVE. I THEN CONTACTED MY WAY2GO CARD *************) AND IMMEDIATELY FILED A DISPUTE AFTER SEVERAL ATTEMPTS HAVE BEEN MADE ON MY END TO CONTACT THE MANAGEMENT COMPANY. WAY2GO OPENED MY **** ON 12/7/24 (Claim- Service Request: 1-8365688319) AND I WAS INSTRUCTED TO SUBMIT THE CLAIM FORMS AND PROVIDE SUPPORTIVE DOCUMENTATIONS IN WHICH I DID ON 12/18/24 VIA EMAIL (to:********************************************************). WHEN I CALLED ON 12/31/24 TO FIND OUT ABOUT THE INVESTIGATION STATUS, I WAS INFORMED BY SUPERVISOR *** THAT BASED ON THE INVESTIGATION DEPARTMENT NOTES; I FAILED TO SUBMIT THE DOCUMENTS/CLAIM FORMS. SHE THEN EXPEDITED THE CLAIM AND REQUESTED FOR THE **** TO BE REOPENED DUE TO THE INVESTIGATION DEPARTMENTS FAILURE TO HOLD A PROPER INVESTIGATION. THE INVESTIGATION DEPARTMENT FAILED TO REVIEW ALL MY SUPPORTIVE DOCUMENTS AND FAILED TO REVIEW MY CLAIM FORMS. THEY JUST CLOSED MY **** AND CURRENTLY IM NOT RECEIVING ANY STATUS UPDATES REGARDING MY ****. I WAS ROBBED $99.98 AND THE COMPANY THAT IS HOLDING MY FUNDS ARENT HELPING.

      Business Response

      Date: 01/07/2025

      Dear ***** ******,

      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. I have attempted to contact you to address the concerns listed above, although I have not been successful. On the dates of 1/3/2025, 1/6/2025, and 1/7/2025. The phone # used is ************ and ************.  If further assistance remains needed please reach out to my contact methods listed below. Thank you for your time. 

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: *********************************************

      Customer Answer

      Date: 01/07/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***** ******

      Customer Answer

      Date: 01/07/2025


      Complaint: 22760249

      I am rejecting this response because:

      Once I reviewed the response made by the business in reference to complaint ID ********, there were false statements made and still no resolution. The advocate ********, from the Way2Go program never called my phone number on the dates listed above nor left a voicemail. The secondary phone number she stated that she called isnt a working number nor I have access to it. I also never received any emails from ********. All while trying to contact her at the phone number she provided *************) which is the Conduent State & ********************* as her best contact, she remains unresponsive and extremely difficult to get a hold of. My phone number was never in the system and it took a representative 30 min to locate my file. Once located, a message was going to get delivered to her so this is not a direct line to speak to her. Since Dec 06 Ive been revolving aimlessly by the WAY2GO program and I am in need further assistance.



      Regards,

      ***** ******

      Business Response

      Date: 01/08/2025

      Dear ***** ******, 
       
      My name is ******** and I'm a Cardholder Advocate with the Way2Go program. Per our conversation on 1/8/2024 this is written confirmation that the dispute SR ************ filed on 12/7/2024 would remain closed and denied. The initial denial letter was mailed out on 12/23/2024 which would arrive within 5/10 days. As mentioned, while on the call to continue to be in contact with the disputed merchant regarding any funds owed.  I do apologize for any inconveniences this may have caused. Thank you for your time and allowing us to assist the best way possible.  

      Respectfully, 
      Jennifer 
      Advocate 
      Way2Go Advocacy Group 
      Way2Go Debit Card Program
       
      Tel: ************
      Voicemail line: Please leave your name, number, the best time to contact you and request to speak with ********)
       
      Email: ******************************************************************* 

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