Business Profile

Business Process Management

Conduent Business Services LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

Name: Conduent Business Services LLC
Address: 100 Campus Dr Ste 200, Florham Park, NJ, 07932-1029, USA
Telephone: (844) 663-2638

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

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.

Initial Complaint
Date:12/03/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
There is zero way to speak with a human via their customer service number. They offer the most unsatisfactory customer service. The only way to talk to a human is via Social Networking. It is an unprofessional company who controls your money but doesn't offer any human support outside of ********.
Business Response
Date: 12/12/2024
Dear ****** *****,

My name is ******** and I'm a Cardholder Advocate with the Way2Go program. It was a pleasure speaking with you today 12/12/2024. A fraud dispute SR ************ was filed for the amount of $70.13. It was also confirmed that the card replacement would arrive within the next 5 days. Lastly an additional mobile app ticket was submitted to have a web support agent reach out to you. 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: *********************************************
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 double charged September 12,2024 at ********* *** Destin Florida. They reversed the credit to my card however it never showed up back on my card. I tried to dispute the charges but the company has refused to help me resolve the issue. Everyone i speak with is rude and continuously hangs up or has me on hold for a hour or longer.
Business Response
Date: 11/18/2024
Dear ******** *********

My name is Jennifer 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 have attempted to reach you on the following dates 11/13/2024, 11/14/2024, and 11/15/2024 at the phone # 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 Jennifer)

Email: ***********************
Customer Answer
Date: 11/19/2024

Complaint: ********

I am rejecting this response because:

I received the message from the BBB and I was just responding. They have tried to contact me however it has not been at the times I suggested once I returned the call..I work midnights so I'm sleep from 1pm until 8pm and I asked them to contact me anytime early morning. Instead they continue to call evening hours which I miss the call. If any other info is needed from me please let me know

Regards,

******** ********
Business Response
Date: 11/20/2024
Dear ******** ********,

My name is Jennifer and I'm a Cardholder Advocate with the Way2Go program. Per our conversation today 11/20/2024. this is written confirmation that the dispute ** ************ filed on 9/21/2024 will remain closed and denied unless proper documentation is received that would qualify the dispute to be re opened. The additional dispute ** ************ filed on 11/12/2024 remains pending further review. I do apologize for any inconveniences this may have caused. Thank you for your time and allowing us to assist the best way possible. 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 Jennifer)

Email: ***********************
Initial Complaint
Date:11/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
DEAR BETTER BUSINESS BUREAU IM REACHING OUT TO THE BBB TODAY BECAUSE IM & CONSUMER WHO ARE HAVING PROBLEM ISSUE WITH & BUSINESS COMPANY ASLO I CAN EXPLAIN MORE DETAILS ABOUT THE TYPE OF PROBLEM ISSUES IM HAVING WITH THE BUSINESS COMPANY CONSUMER HAS BEEN TRYING TO REACH OUT TO THE BUSINESS NAME COMPANY CONDUENT PAYMENT SERVICES ABOUT & REPLACEMENT DEBIT MASTERCARD THATS THE CONSUMER CUSTOMER HAS REQUESTED ON HER BEHALF CONSUMER HAVING DELAY PROBLEM ISSUE WITH THE BUSINESS COMPANY GIVING HER & UPS TRACKING NUMBER TO HER REPLACEMENT DEBIT MASTERCARD ACCOUNT 16 DIGIT NUMBER THAT THE CONSUMER HAD CALL THERE CUSTOMER SERVICES OUTBOUND CALL CENTER DEPARTMENT ABOUT WHEN HER UPS TRACKING NUMBER GONNA BE ABLE TO TRACK ON THE UPS WEBSITE PAGE WHEN THE MASTERCARD ACCOUNT CARD HOLDER TRY TO ORDER REPLACEMENT MASTERCARD THEY TOLD THE CONSUMER CUSTOMER CARD HOLDER SHE HAD TO PAY & FEE TO GET & REPLACEMENT DEBIT MASTERCARD ISSUES OUT TO HER BILLING MAILING ADDRESS THEY HAVE ON FILE RECORD STATUS THIS BUSINESS ISSUE PREPAID DEBIT MASTERCARD ACCOUNT NUMBER WITHOUT ROUTING & CHECKING ACCOUNT NUMBERS WHEN THE CONSUMER CALL THERE CALL CENTER DEPARTMENT THEY TOLD THE CONSUMER CUSTOMER THATS HER DEBIT MASTERCARD ACCOUNT NUMBER HAS BEEN OVERDRAWN & HAVE OVERDRAFT CHARGES ON HER DEBIT MASTERCARD ACCOUNT NUMBER THIS BUSINESS COMPANY REFUSE TO ISSUE ME OUT & NEW MASTERCARD TO MY PHYSICAL MAILING ADDRESS
Business Response
Date: 11/08/2024
Dear ***** *****,

My name is Jennifer and I'm a Cardholder Advocate with the Direct Express program. Per our phone conversation yesterday 11/7/2024 the account details were validated. The debit card on file along with funds are ready for use. Please feel free to reach out should any further issues arise. Thank you for your time and allowing us to assist the best way possible.

Respectfully,
Jennifer
Advocate
Direct Express Advocacy Group
Direct Express 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: 11/08/2024
consumer rejecting business respone when the consumer direct express customer mastercard account holder last spoke to direct express mastercard the agent told me shes was gonna credit the 500 dollars transaction back to my new direct express mastercard account number direct express mastercard account holder did already recieve the 246 dollars credited back to her direct express mastercard but the 500 dollars has not been put back are reverse back to my direct express mastercard account consumer went to & bank inside location & try to take all the funds withdraw from her mastercard account number but the bank place debit authorize hold on my debit mastercard which cause my previous debit mastercard account number to be overdrawn in overdraft charges & fees
Business Response
Date: 11/11/2024
Dear ***** *****,

My name is Jennifer and I'm a Cardholder Advocate with the Direct Express program. Per our phone conversation today 11/11/2024 we confirmed that funds owed were expired back to the account on 11/7/2024 and no additional funds would be owed. Please feel free to reach out should any further issues arise. Thank you for your time and allowing us to assist the best way possible.

Respectfully,
Jennifer
Advocate
Direct Express Advocacy Group
Direct Express Debit Card Program

Tel: ************
Voicemail line: Please leave your name, number, the best time to contact you and request to speak with Jennifer)

Email: ****************************
Initial Complaint
Date:10/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Child Support for the State of Oklahoma told me I could contact the card issuer and have it switched from the card to a direct deposit…you can’t. The only option is an ACH transfer. Tried to set that up to my online-only bank account. After countless agents, I was finally given the email to send my ID, bank statement, etc in to. I submitted it 4 separate times! Not once did they call me with the problem, I had to follow up after waiting. Told me my 9-million member bank is fraudulent. Finally opened a brick and mortar acct just to transfer to then back out where I wanted it. One transfer went through just fine. Have tried twice since and it’s out back on the card the next day. Agent and supervisor say it’s a fraudulent acct, in spite of the fact that they already transferred once. Both said to email my info in a fifth time. I spoke to my bank the first go round and they said NO ONE from Way2Go contacted them to verify anything I sent in. Their ‘customer service’ is an absolute waste of time. The universal ‘solution’ each employee instructs is to just go use an atm or WalMart, and pay unnecessary fees. Pretty sure that making it virtually impossible to transfer money out is part of the scam. You’re going to pay fees to them one way or the other. Sure sounds illegal to me. Cannot switch to another option because of Oklahoma’s contract with this company, and they know it. Quite the racket!
Business Response
Date: 10/31/2024
Dear ******* *******,
My name is Jennifer and I'm a Cardholder Advocate with the Way2Go program. It was a pleasure speaking with you the last couple of days. As we mentioned the required documents in order to process an ACH funds transfer. Please be advised you can continue to access the funds from the account as normal. Please reach out should any further issues arise. Thank you for your time!

Respectfully,
Jennifer
Advocate
Way2Go Advocacy Group
Way2Go Debit Card Program

Tel: 914-789-6227
Voicemail line: Please leave your name, number, the best time to contact you and request to speak with Jennifer)

Email: [email protected]
Business Response
Date: 10/31/2024
Dear ******* *******,
My name is Jennifer and I'm a Cardholder Advocate with the Way2Go program. It was a pleasure speaking with you the last couple of days. As we mentioned the required documents in order to process an ACH funds transfer. Please be advised you can continue to access the funds from the account as normal. Please reach out should any further issues arise. Thank you for your time!

Respectfully,
Jennifer
Advocate
Way2Go Advocacy Group
Way2Go Debit Card Program

Tel: 914-789-6227
Voicemail line: Please leave your name, number, the best time to contact you and request to speak with Jennifer)

Email: [email protected]
Customer Answer
Date: 10/31/2024

Complaint: ********

I am rejecting this response because:I sent in the documents that YOU told me I had to in order to resolve this. You argued with me until I pointed out the call was recorded. Then you had your supervisor call me, just to say they had zero intentions of honoring the agreement we made, regardless of my compliance. At the end of the day, this company cares none in the slightest with customers who are forced to use them. There are no actual answers, just hoops to jump through to waste time and exhaust you, constantly moving the carrot and never actually doing what they promise. What an absolute nightmare this company is!

Regards,

******* *******
Customer Answer
Date: 10/31/2024

Complaint: ********

I am rejecting this response because:I sent in the documents that YOU told me I had to in order to resolve this. You argued with me until I pointed out the call was recorded. Then you had your supervisor call me, just to say they had zero intentions of honoring the agreement we made, regardless of my compliance. At the end of the day, this company cares none in the slightest with customers who are forced to use them. There are no actual answers, just hoops to jump through to waste time and exhaust you, constantly moving the carrot and never actually doing what they promise. What an absolute nightmare this company is!

Regards,

******* *******
Business Response
Date: 11/01/2024
Hello Mr. ********
I do apologize for any inconvenience's you have been experiencing with the account. Unfortunately we are unable to further assist without the bank letterhead that was requested. Thank you so much and have a great day.
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: ***********************

Business Response
Date: 11/01/2024
Hello Mr. ********
I do apologize for any inconvenience's you have been experiencing with the account. Unfortunately we are unable to further assist without the bank letterhead that was requested. Thank you so much and have a great day.
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: ***********************
Initial Complaint
Date:10/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
All of my spousal support payment is directly deposited into a Way2Go account owned and operated by Conduent. They have 10's of thousands of dollars of my money and they refuse to let me transfer it into my own account. I have sent certified letters to them and no response. I have called over *********************************************************************** even though the bank account had been properly verified. Every time I start a transfer, they transfer the money back into their account which has cost me overdraft penalty's. I have mailed them my divers license, passport, bank account statements with my routing and account numbers and now I have gone to my bank for a letter from ***** and they still refuse to release my money to me. I am told that despite a fraud alert being held on my account that I can drive ATM to ATM and take out money at 200 a day with fees!Conduent is investing my money and not paying me any interest or points. I have been reaching out to them for 5 months. This is theft and should be resolved. I have contacted legal counsel to see what my next steps are.
Business Response
Date: 10/30/2024
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 have attempted to contact you at the phone # provided above of ************ 10/28/2024, 10/29/2024, and 10/30/2024. I have not been able to leave a voicemail as the phone line goes silent. 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: 10/30/2024

Complaint: 22475351

I am rejecting this response because: I have sent 10 emails and a certified letter to the company. The phone number that the representative is calling is not the phone number on my account. I have called and left a message for ******** with my correct number.

Regards,

**** *****
Business Response
Date: 11/04/2024
Dear **** *****,

My name is ******** and I'm a Cardholder Advocate with the Way2Go program. Per our phone conversation today 11/4/2024 you mentioned an additional set of bank documents would be sent in. Please allow time for the documents to be processed and the proper notations left on the account. 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 issue 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: *******************************************************************

Customer Answer
Date: 11/06/2024

Complaint: 22475351

I am rejecting this response because: the customer advocate ******** has been impossible to deal with. The only one she is advocating for is herself and the company that has cost me thousands of dollars by not allowing me to transfer my own money to my bank account.
10/30/2024: I reached out to ******** and let her know she was calling the wrong number (a number not associated with my Way 2 Go account). I also told her that I am available on my lunch break every day between 12 and 1 Arizona Mountain time.
10/31/2024: ******** tries to call me between 12 and 1 New York time even though I gave her my time zone. I call her again and leave her a message with my time zone.
11/2/2024: ******** calls again not between 12 and 1. I am able to pick up this time and she tells me they will not use the 15 pieces of evidence proving who I am. After that I answered a survey of questions proving who I am. She suggests I schedule a meeting with her and my banker which I do for 11/4/2024 at 12pm.
11/4/2024 I had to cancel a client to arrange my meeting with the bank and ******** which cost me a loss of ****** at my job. The banker and I sat in his office for over 30 minutes waiting for her call, which never came. At 1:08 after getting back to work ******** calls and asks if the banker and I are ready now. I said no our appointment was at **** and she responded saying she was busy with other customers. She asked if I would like to schedule another appointment and when I asked if she could agree to be at the meeting on time, she said no. I cannot sit at an appointment waiting for a call that may or may not come and waste the time of my personal banker for nothing. I did have my banker write a letter to Way 2 Go as suggested to allow me to transfer money into my personal banking account and at this time it has not been corrected.
Today was a historical day on the stock market and I lost the opportunity to invest due to the negligence of this company. They continue to make investments and interest in money that does not belong to them mean while innocent people like my self-struggle to make ends meet.
Sincerely,
****

Regards,

**** *****
Business Response
Date: 11/08/2024
Dear **** *****,

My name is ******** and I'm a Cardholder Advocate with the Way2Go program. Per the phone conversation today 11/8/2024 the process to complete the *** transfer was provided. Additionally, we have mentioned the funds on the account are accessible you may use your where ever ********** is accepted. 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 issue 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:10/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 worked for ***************************************** in ******** and they offered an option to have my paycheck directly deposited to a "way2go "master card debit card . Has of the end of september I no longer work for them and I am having problems getting my money over two thousand dollars, my problem is the way2go company has my old address and they told me today that they can't update my address that my employer has to so, well I contacted my former employer and they have my correct address on file. I created a way2go account and it doesn't have a option to update your address just phone number but on their website it states to contact customer service to have your information updated,
Business Response
Date: 10/24/2024
Dear ******* ******,
My name is ******** and I'm a Cardholder Advocate with the Way2Go program. It was a pleasure speaking with you a few moments ago. As mentioned a new card replacement would arrive in 2 business days to the new address that was updated on file. 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: 10/24/2024
[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. I am so pleased with the prompt response ,you have truly made my life easier in trying times, so thank you for very much for all of your help

Regards,

******* ******
Initial Complaint
Date:10/21/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Back in September I noticed charges with my account I didnt make. I called and did a claim on Sept. 11, 2024. I got my paperwork in the mail and faxed it back on Sept. 20, 2024. Weeks have went by and I havent heard anything, so October ******* I called and I was told they never received the fax. I have paperwork saying it went thru and the number was correct. No one knows why they dont have it. So Ive emailed the paperwork twice since the 17th and Im still getting told they havent received it. Ive been on hold over an hour to speak with a supervisor. This is beyond unacceptable!!
Business Response
Date: 10/22/2024
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 a fraud dispute remains pending further review. The following regulation dates were provided 45th day 10/26/2024 and 90th day 12/10/2024. 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: 10/23/2024
[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:10/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 have a way to go card which is supposed to allow for bill pay for my major bills. I currently have no way of using the bill pay option. I have tried calling customer service. The only way to get to a human is to select the wrong options. Once I talked to a human she could not help and said she would get someone to help me. I got a phone call a couple days later saying bill pay is down and she did not know when it would be fixed. It has now been over 2 weeks and my bills are over due. This is outrageous.
Business Response
Date: 10/07/2024
Dear Rebecca Halverson,

My name is Jennifer and I'm a Cardholder Advocate with the Way2Go program. It was our pleasure speaking with you earlier this morning. For future reference be advised the program in which you receive your benefits does not participate in the Bill Pay Option/IVR transfers. As advised to explore the many options to remove funds from the account. 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: 914-789-6227
Voicemail line: Please leave your name, number, the best time to contact you and request to speak with Jennifer)

Email: [email protected]
Initial Complaint
Date:09/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 am filing a complaint against ******** regarding their unsafe policy that requires sensitive information to be sent via insecure email to ***********.*** to initiate an *** transfer. This policy poses serious risks to my personal data.

******** requires customers to send the following sensitive documents via email:
- Driver's License
- Bank Statement
- Routing Number
- Account Number

I contacted ********’s customer service and spoke with the highest available manager, but the response was uncaring and inflexible. I proposed using Gmail’s confidential email, which includes password protection and expiration features. However, the manager refused and insisted on using insecure email.

When I requested to file a formal complaint, the manager said they would handle it but misrepresented my concerns. They submitted the complaint without my approval, and when I asked for a confirmation number, they provided my Social Security number instead. This suggests a failure to manage sensitive information correctly, as my Social Security number is now being used as a case reference within their system.

My concerns with this policy are as follows:
1. Risk of Identity Theft: Sending my driver's license and bank statement through insecure email could result in identity theft if intercepted.
2. Unauthorized Access: Sharing my bank details through an unprotected email increases the chance of unauthorized access.
3. Lack of Encryption: Insecure emails are not encrypted, making it easy for hackers to misuse my information.
4. No Secure Portal: The absence of a secure document upload portal leaves customers with no safe option for submitting sensitive data.

********’s refusal to accept securely transmitted emails and their lack of a secure upload option is the core of my complaint. I urge the BBB to investigate and take action to ensure ******** improves their data security practices.

Thank you for addressing this serious issue.
Business Response
Date: 10/03/2024
Dear ******* ******,

My name is Jennifer and I'm a Cardholder Advocate with the Way2Go program. It was our pleasure speaking with you yesterday 10/2/2024 to address your concerns. As previously advised the required documents are needed in order to successfully process an *** funds transfer. I understand you do not feel safe in sending in the requested information. Please be advised that there are many other options for you to be able to access the funds on the account. 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: 10/03/2024

Complaint: ********

I am rejecting this response because:

I received a call yesterday from ******** Escalation Department. They just repeated the same insecure email policy that I was instructed to use. I asked them why they wouldn’t accept two emails, one containing an encrypted file with exactly what they are requesting and the second email containing the password to open the encrypted file, and they said it’s because of policy. They said that no one in their company can change or make an exception to this policy. I explained that they need to have a change management policy to adapt to changes in technology and hackers' abilities and that not having a method to change opens up their members/customers to harm. Expecting customers to send an insecure email that’s at risk of man-in-the-middle attacks is a very bad business practice and no other financial institution would demand such a terrible policy. They then offered to withdraw money from an ATM and convert it to a cashier’s check (this would take 27 days and dozens of hours waiting in lines and completing the transaction at a nearby bank), which is not a reasonable request. Alternatively, they told me I could go to *******, which allows for a higher amount that would still take 14 days, and I would need to travel to another state for e*** of those transactions as ******* is not in NYC. When I asked for this policy in writing, they said they cannot send me the policy. Bottom line is that ******** does not have a secure method to complete an *** transaction and they know it, which is why they are unwilling to send me this policy.

Regards,

******* ******
Business Response
Date: 10/11/2024
Dear ******* ******,

My name is Jennifer 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 have attempted to reach you on the following dates 10/8/2024,10/10/2024, and 10/11/2024. The phone # used is ###-###-#### and voicemails have been left. If further assistance remains needed please re*** 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 Jennifer)

Email: **********@********.com
Initial Complaint
Date:09/27/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 have a case with ************ and my child support funds are handled by this third party, Conduent (Way2Go Program). Recently i had some issues and phoned into customer service. For some strange reason unbeknownst to me, the representative could not "verify my account." i have never had any issues with having my account verified in that past. The same representative blocked my account (by placing suspension on all funds, card, etc.). i was then told that i needed to submit and ID for verification in which i was extremely unhappy with as i have been a victim of multiple data breaches and identity theft as well. Although i have sent my ID to the email addresses provided, nothing has been done and i cannot access the account. i called into customer service and spoke with multiple representatives and at least two (2) supervisors. On 9/26/2024, i spoke to a supervisor that assured me that the account suspension would be lifted in about 40 mins after me sending the email with my ID. The account suspension is still in place as of 9/27/2024. On 9/27, i called again and spoke to another supervisor who disconnected the call on me as i was asking pertinent questions. Your representatives have failed to realize that there is a "Family Violence" indicator on my account which means that they will not be able to see all of my information in their system. i am wanting to file a grievance against Conduent however, this information is not available to me. Your representatives have refused to give me any info which makes me believe that you are trafficking my personal, private information. Per your representatives, you have locked my account and suspended my card which means that i am unable to use funds which rightfully belong to me. Your representatives are unskilled and are constantly passing misinformation. i am appalled by the lack of service that i have been receiving.
Business Response
Date: 09/30/2024
Dear ****** ******,

My name is ******** and I'm a Cardholder Advocate with the Way2Go program. Thank you for bringing these concerns to our attention. The call recordings on the dates specified above will be reviewed and handled accordingly. The card on file shows active and registered with an available balance of $9.57. 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 feel free to reach out should 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: *******************************************************************

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