Complaints

This profile includes complaints for ADP, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADP, Inc.

  1 ADP Blvd Roseland, NJ 07068-1728

  
• 

  ADP

  9705 Loiret Blvd Lenexa, KS 66219-2409

• 

  ADP

  4717 Berry Rd Fredonia, NY 14063-1501

• 

  ADP

  305 Spindrift Dr Williamsville, NY 14221-7815

• 

  Automatic Data Processing

  20700 44th Ave W Ste 600 Lynnwood, WA 98036-7743

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:04/11/2025

  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.

  I am a representative of ******** ************. We had an ADP Workforce account with ADP for payroll processing for numerous years. On 01/08/25, we terminated our account with ADP as we wanted to utilize another payroll processing service. ADP offered us "extended access", which would cost $300/month, which would allow us access to our payroll data history, which we declined. On 3/6/25, I called ADP to subscribe for the extended access. On 3/7/25, an ADP representative informed us that the ADP Termination Team has purged our data. Here is a letter from APD on 3/11/25: Re: *** **: *-*********** Dear ... I am reaching out regarding your request for Data History Termed Services Extended Access. Since you have already lost access to your account, we can't restore access to your account. Your account was terminated on 01/08/25 and you had 30 days from termination date to request Data History Termed Services extended access. Since the request for access was made on 03/07/2025 the access has already been lost. Sorry for the inconvenience. Client Services I have contacted ADP Clients Services and Elite Business Team, see email attachment, to get this matter resolved. Additionally, ADP is still randomly charging us without our authorization even though their representatives have not been able to assist and often times could not even pull up our account in their system. Here are the charges: 04/11/2025 11:29 AM (ET) PREAUTHORIZED ACH DEBIT ADP PAYROLL FEES/ADP FEES $778.50 03/14/2025 ************** PREAUTHORIZED ACH DEBIT ADP PAYROLL FEES/ADP FEES ************ ***************** CONS $260.00 I want our data restored and I want ADP to refund ******** ************ on the erroneous charges. Company Code with ADP: ******* Case # with ADP: **: *************

  

  Business Response

  Date: 04/21/2025

  At ADP, we take pride in our commitment to exceptional customer service. We value you as our client and sincerely apologize for any inconvenience you may have experienced.  Upon receiving BBB Complaint ID ********, we promptly reviewed Service Request number *-***********. Bernice, who handled the request, provided the available records for 2024 to include ** **** *** Employer’s Quarterly Tax Return, 2024 W2 and Earnings Summary, 2024 **** 125 Deductions 1-4, W3 and 940. However, we regret to inform you that the 2024 worker compensation records are unavailable, as your service contract with ADP ended on January 08th,2025. 
  
  We appreciate your patience while we investigated the charges that your company inquired from ADP. I am glad we were able to provide you with the invoices that corresponded to each of your inquiries.  At ADP, we value our clients and aim to collaborate in good faith to achieve the best possible resolution for all parties involved.
  
  

  Customer Answer

  Date: 04/22/2025

  [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:04/08/2025

  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.

  Hey, a few years ago my employer insisted that they could only pay me with a Wisely Card, so I got the card. It was super annoying. I didn't ever get access to the online banking stuff for it and my employer was really unhelpful. However, I have since quit that job. At the time that I quit, my employer said the account would automatically close. However I have been getting emails about it since.Recently, I've been really wanting to cancel my account. I don't have the card anymore. I shredded it (for personal security reasons I don't like to have that stuff hanging around). I didn't want the account to begin with. It's kind of questionable whether or not I ever agreed to actually open it. Problem is... I can't find a way to contact them. There are phone numbers on the website and ONLY phone numbers. I'm partially deaf. I tried to call and it was just... gibberish. I couldn't understand a word. The phone captioning service I use, Innocaption, doesn't work with the numbers they provided. I have no idea why. I tried responding to the emails that they send about my account (which I think may have been hacked, but I have no way to check).I have no way to contact this company to close this stupid ************************* feels really dangerous to just have this account I can't close or access just... out there. So I need to get rid of it, but... nope. Nada. Nothing. I can provide ID and prove that it's me, but I need a way to communicate to customer *************************, also I think I was underage in my state when I signed up for this account. Age of majority in my state is not the same as Federal and my employer would only pay me if I did it this way... So my consent to this account being opened is kind of questionable. So I kind of I want to inform Wisely of this so that they can do due diligence when dealing with my former employer going forward.

  

  Business Response

  Date: 04/10/2025

  Thank you for raising your concerns. Our records indicate that your employer enrolled you for a Wisely account on June 21, 2022, requiring their input of your personal information into our system, and you accepted the terms and conditions of the cardholder agreement this same day. Please be advised that the employer is responsible for informing you of the payroll methods available to you prior to you selecting to be paid on a pay card. The employer is also responsible for obtaining any employee consent if required by state law.Records show the initial payroll load posted to your account on June *******, and the last transaction posted to the account on November 26, 2024.
  Upon receipt of your complaint, on April 8, 2025, at your request, your account was cancelled and a closure check for the remaining account balance of $1.36 was sent to the address listed on your complaint. Additionally,the email address listed on your complaint has been removed from our system to prevent future emails from being sent to you. Thank you for allowing us to resolve this matter for you.

  Customer Answer

  Date: 04/17/2025

  [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. I greatly appreciate your help with this. I personally suggest ensuring there is more methods for people with disabilities to reach you in the future. That's not a demand or anything -- just genuine constructive feedback. 

  I am so sorry that this was the only way I could reach you and appreciate your quick response.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/31/2025

  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.

  I am a global leader in space exploration, physics, and women's empowerment. I am filing a complaint regarding the unacceptable treatment I received from ADP. It was fundamentally not to my standard, and I felt very disappointed. My valuable time was wasted.I am writing to formally request a waiver of the fees that were incorrectly billed to me (without my consent), even after I had closed my account with ADP Run. I had to email and call in 5+ times to terminate my account. After several phone calls and long explanations, some fees were appropriately waived, but my account was not closed, and accrued additional fees without my consent. New fees kept being charged to my account. Each time I called ADP, I was assured that the account was closed and that no more fees would be charged; however, more fees were charged, and customer ********************** agents wasted my valuable time with cases and ************** a woman, I do not feel emotionally safe to continuously be told that my account is closed, while it has been accruing fees that I did not consent to. Please refund all the fees, immediately, and close my account, immediately, to prevent any further fees.Sincerely,Anya

  

  Business Response

  Date: 04/08/2025

  ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that **** ******, the owner of Art of *********** experienced less than stellar service as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues. 
   
  On Wednesday 4/2/2025, in response to this complaint, ********, a member of our Loyalty team, connected with **** ****** to review her concerns.  During this call, ******** reviewed the requested amendment, missing tax identification fees, and the monthly maintenance fees for paused clients.  Following this review, an agreed upon resolution regarding the monthly maintenance fee was mutually agreed too since the client is no longer active with ADP.  ******** provided her direct contact information should the client require any further assistance with this matter.    
   
  We thank the Better Business Bureau for providing us the opportunity to resolve this matter for our client. 

• Initial Complaint

  Date:03/24/2025

  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.

  The problem is as follows I have wisely debit card.i made a purchase on March ****** for *****.And wisely/adp took ***** on March ******.And would not refund me back the difference of 2.92 that am due as refund.I would like my refund.

  

  Business Response

  Date: 04/01/2025

  Thank you for raising your concerns. Per our conversation on March 26, 2025, our records indicate you called on March 4, 2025, to initiate a non-fraud claim for one transaction totaling $44.60. To assist us in resolving your claim, at the time of claim initiation, you were informed of the written confirmation requirements, and we requested you provide a signed Statement of Dispute form which was mailed to your address on file. Records show your written confirmation of error was received via mail on March 21, 2025, past the ten business-day timeframe. Our investigation began immediately after the transaction was reported, and on March 17, 2025, the claim finalized,determining that no error had occurred, and a resolution letter was sent to you.
  
  Upon receipt of your complaint, on March 26, 2025, your dispute claim was re-opened while we continue to work closely with the merchant to reach a resolution. Communication to notify you of this was mailed to your address on file. In terms of the concerns in your complaint regarding the dispute process, you are encouraged to review your Cardholder Agreement under the Right to Dispute Errors section. Should you have any further questions,please feel free to call our dispute department call center 24/7 at ************.Thank you for allowing us to provide clarity into the matter.
  

  Customer Answer

  Date: 04/01/2025

  
  Complaint: 23107014
  
  I am rejecting this response because:
  I sent wisley the appeal. I am due 2.92 refund from the transaction on 3/4/25 that simplemobile charged me ***** and wisely gave them *****. I would like my 2.92 refunded back on my debit card wisely.

  
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 04/03/2025

  Thank you for re-raising your concerns. Per our conversation on April 3, 2025, upon receipt of this rebuttal, your claim was re-reviewed and based on re-evaluation, the claim was granted in your favor, so your account was credited for $44.60 on April 2, 2025, and a resolution letter was mailed to your address on file. We thank you for allowing us the opportunity to resolve this matter for you. 
  

  Customer Answer

  Date: 04/04/2025

  [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:03/20/2025

  Type:Delivery 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 am writing to formally address the ongoing delay in the rollover of my retirement funds. I initially submitted the required documentation to ADP on January 14th. While there were some errors in my initial submission, I promptly corrected them and resubmitted the paperwork. After review, I was assured that everything was in order and that my funds would be transferred within 3–5 business days. It has now been over two months, and I am still waiting. Each time I call ADP at ************, I am repeatedly told that my funds will arrive within three business days—yet this has not happened. At this point, I no longer believe these assurances and suspect malfeasance in the handling of my rollover. This is my final attempt to resolve this directly. If my funds are not received by Monday, March 24th, as stated by multiple ADP representatives, I will be seeking legal action and exploring options to transfer my funds to a more reliable institution. I expect immediate written confirmation of the transfer’s status and a firm resolution to this matter. Sincerely, ***** ******* ************ ************************

• Initial Complaint

  Date:03/19/2025

  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.

  ADP has not taken the proper amount of taxes from my payroll week over week which has caused an underlayment of taxes for the third year in a row now with my current 2024 taxes just being filed.Ive complained and opened a formal case with them to address and request a fiscal analysis.They continue to ignore calls emails and request.

  

  Business Response

  Date: 03/28/2025

  ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity.
  We called and left multiple messages with ******. The calls were not returned. Regardless, ADP is not authorized to make payroll changes for the employees of our clients without our clients participation. ****** should address her concerns to her employers Payroll or H.R. leaders. We would be happy to partner with the authorized ADP contacts for her company to address concerns. They should know who to contact at ADP for support.
  We thank the Better Business Bureau for providing us the opportunity to address this matter. 

• Initial Complaint

  Date:03/18/2025

  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.

  ADP onboarded me (I did not onboard myself) and entered the incorrect state tax ID for my company. For 3 quarters the quarterlies were refused and I kept getting penalty and non fiing notices. After 4 months on the phone back and forth with ADP, FINALLY someone recognized the wrong tax ID was being used and it was why the quarterlies were rejected. NOT ONCE in the entire 4 months did ADP attempt to contact me- I only found out the penalites through tax notices and then when I uploaded to ADP, they had no answers. I am owed over $1100.00 in penalties to which after 6 months I have yet to see.

  

  Business Response

  Date: 03/26/2025

  ADP prides itself on its customer ********************** and strives to provide its clients with exceptional service at every opportunity. We are sorry to hear that our clients experience was less than exceptional. We value our clients and try to collaborate with them in good faith to provide the best possible resolution of any issues.
  
  In response to Complaint ID ******** on March 19th,2025, *******, an ADP Client Retention Specialist was assigned to the case for ****** Robinsons account to provide a resolution. The account was thoroughly researched, and a resolution plan was worked on by ******* in tandem with ******. 
  
  At this time, the task is being resolved in partnership with ******
  
  We thank the Better Business Bureau or ************************************ for the opportunity to follow up with the client on this matter.
  Please let us know if you have any questions or concerns regarding the response.

• Initial Complaint

  Date:03/17/2025

  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.

  My name is ****** *******, and I was under the impression that this particular company was going to do my entire pay payroll. Unfortunately, they did not do that and they tried to send me a contract for me to sign without even doing any type of work, but I did not sign the contract at all.. They ended up paying some people and then didnt pay anyone else afterwards. I am going through a whole lot with my staff with threatening messages and pop-ups at some of my clients homes and this is not a good look at all. They told me that I did not have to worry about anything as long as I just sent money to them and I did. Now I have a big problem on my hands because that was all of the money that I had put into my business and for them to do that is horrendous. So please let me know what else I need to do or please give me a response back as soon as possible.

  

  Business Response

  Date: 03/20/2025

  We are in receipt of the escalation submitted to the Better Business Bureau from ************ on ************ and appreciate the Better Business Bureau for forwarding same to Automatic Data Processing, **** (ADP).  By way of background, ADPs WorkMarket platform is a self-service tool that clients such as Graysons One on ************ can onboard and pay their independent contractors. The independent contractors that are paid through the WorkMarket platform are solely independent contractors of the client and are paid at the direction of the client and in the amount directed by the client.  WorkMarket does not provide payroll services but rather provides payment services to its clients who are responsible for providing funds to ADP and directing ADP which independent contractors to pay, when to pay and how much to pay.
   
  On January 8, 2025, ****** ******* (owner of ************ on ************) signed a Global Master Services (****) between Graysons One on ************ and ADP.  We are providing to the Better Business Bureau a copy of the first page of the **** bearing the signature of ****** *******.  Of note, the **** in Paragraph 1.2.28. makes clear that payment services provided by ADP on behalf of its client means [s]ervices that involve electronic or check payments being made by ADP to third parties on Clients behalf and at its direction. (emphasis not in original).  Further, the **** also sets forth in Paragraph 14.1.3. that as a condition to ADP providing payment services, the client must provide the necessary funds for payment of clients third-party payment obligations to its independent contractors.  
   
  In addition to the clear language of the ****, Graysons One on ************ went through an account implementation and training starting January 16, 2025.  During this process, an Implementation Consultant provided ************ on ************ with training on how to utilize the WorkMarket platform, including funding and payment processing and highlighted Graysons One on ******** LLCs obligation to provide ADP with the funds for payment services as well as information about which independent contractors to pay, when to pay and how much.  These requirements were communicated to ****** ******* not only during implementation but at multiple other touchpoints. At no time did ADP represent that it would perform all of the clients payroll as the client alleges.  
   
  Graysons One on ************* actions further demonstrate that it understood its obligations.  On January 31, 2025, ************ on ************ provided funding for payment services, identified which of its independent contractors needed to be paid, how much they were to be paid and did so again with respect to a further payment that needed to be made on February 3, 2025.  ADP made the payments in accordance with the clients direction. 
   
  Following February 14, 2025, which was the last date ADP was able to make contact with the client, the client has not responded to any outreach by ADP to finish training on the platform.  Currently there are no open payments for ADP to process on behalf of *****************************  To date, ADP has provided all services it is obligated to provide to the client and urges the client to get in contact with ADPs WorkMarket team should the client have any questions. 

• Initial Complaint

  Date:03/14/2025

  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.

  The ADP payroll services sales *** came by they never told us there would be associated charges and penalties for canceling. There was no mention of prices and charges totaling in the thousands. When I called to cancel the customer ********************** *** told me my account wasnt even set up properly. I wasnt even able to log in to see what was going on. The sales *** even upsold me to some very expensive package. We are a sole proprietors running a business. The cost were astronomical! I had always thought ADP would deal fairly with people but when I called to see if we could atleast get out of the $1500 charge I was given the run around. When told we would be invoiced for the $1500 we told them we cant pay it. So now it looks like they went ahead and charged our account the $1500! Also we were upsold to some more expensive level package and never told the price. This is insane. I would like to be refunded the amount t between the difference of the higher and lower package. We are a small business and they were taking advantage of our not knowing what we could do. Since then I simply wrote myself a check and the account calculates the taxes. This is really unbelievable and a terrible mistake.

  

  Business Response

  Date: 03/26/2025

  ADP prides itself on its customer ********************** and strives to provide its clients with exceptional service at every opportunity. We are sorry to hear that our clients experience was less than exceptional. We value our clients and try to collaborate with them in good faith to provide the best possible resolution of any issues.

  ADP has attempted and been unable to connect with the client to address this issue. ADP reached out on March 24th and sent a follow up email with contact information. ADP would like to address the issues of the complaint with the client and see if they can work towards a more effective solution for the client or help the client close the plan out. We look forward to addressing this issue with the client.

  We thank the Better Business Bureau or ************************************ for the opportunity to follow up with the client on this matter.
  Please let us know if you have any questions or concerns regarding the response.

• Initial Complaint

  Date:03/13/2025

  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.

  I made a wisley account and one day was calling to see if I can get my pay early cuz I was stressed about food and had already told them my ssn and didnt want to again do the FLAGGED MY WHOLE ACCOUNTi cant do anything with my recent pay even after sending the info for the flag to be lifted.i have given them birth certificate my ssn and nothing I just want my money

  

  Business Response

  Date: 03/25/2025

  Thank you for raising your concerns. Our records show that you self-enrolled for a Wisely Direct account on January 23, 2025, requiring the input of your personal information into our system, and upon activating your initial card, you agreed to the terms and conditions of the Cardholder Agreement.
  On January 26, 2025, records show that you opted into the early direct deposit feature. Please be advised that this may take up to two pay cycles before it takes effect, to receive loads two days earlier than your typical pay date. On January 29, 2025, you reached us via chat multiple times to inquire about a deposit, and you were informed there was no deposit pending at the time. Later this same day, a deposit in the amount of $274.43 posted to your account. You followed up via chat on February 12, 2025, and on February 25, 2025, to inquire about a deposit, you were informed there were no deposits pending at the time. After these interactions, on February 12, 2025, and on February 26, 2025, deposits in the amounts of $390.25 and $333.03,respectively, posted to your account.
  On March 11, 2025, you contacted member services, and when the agent attempted to verify they were speaking with the rightful account holder, validation was unsuccessful, so the account was locked and you ended the call. This same day, you followed up to inquire about a deposit, you were informed there was no deposit pending at the time and the agent advised you to obtain a 15-digit trace number from the originating sender so that we may further research the deposit in question. Our review of this interaction confirms you were requested to provide the last four of your Social Security number as part of the validation. The next day, you contacted member services about an issue with your card, and you were advised to submit proof of identity verification documentation for review to unblock the account and informed of the 2 business-day review time frame. This same day, we received your document submission, but it was considered incomplete since the requested documentation was not included and this same day, you were informed via email about the documentation still needed from you.
  You followed up on March 13, 2025, numerous times on the review status, and you were informed it was incomplete. You were advised to submit proof of identity verification documentation for review to unblock the account and informed of the 2 business-day review time frame, and the call ended. This same day, we received your document submission, but it was considered incomplete since the requested documentation was not included and this same day, you were informed via email about the documentation still needed from you.This same day, you and your mother called in and your mother requested to speak with corporate, so the agent escalated your concerns. Later this same day, a specialist spoke with you and performed verbal validation, and assisted with rectifying your account, allowing you to regain access to your funds. You were also informed that when you contact member services, validation is needed to ensure we are speaking with the rightful account holder. Records confirm this same day you resumed transactional activity. After review of your chat and phone interactions, we discovered many instances of inappropriate use of profanity toward agents. Should we find similar occurrences in the future, your account will be closed. You are encouraged to review your cardholder agreement under the Cancellation/Closure section where you are advised that use of the prepaid card may be closed at any time at our discretion and for any reason. Thank you for allowing us to provide clarity on this matter.