Wisely Pay complaints

Thank you for raising your concerns. Our records indicate that your employer enrolled you for a Wisely account on December 8, 2025, requiring their input of your personal information into our system. Upon activating or using your initial card, you agreed to the terms and conditions of the Cardholder Agreement. The initial payroll load in the amount of $808.08 was posted to the account on December 8, 2025. On Aprill 16, 2026, and April 28, 2026, you contacted Member Services and stated, "I wasn't able to cash my check; I got water on it." The agent advised you to contact your employer to request either a reissued check or direct deposit of the funds. Additionally, the agent explained that you could attempt to deposit the check through the myWisely app using Ingo. However, you informed the agent that the check had already been declined by Ingo. You were then referred to contact Ingo Customer Service at 229-276-3990 for further assistance. We heard back from you regarding the same request on?May 30, 2026, and on that date the agent was unable to fully address your concerns, so you abruptly ended the call. Upon receipt of your complaint, a specialist spoke with you on June 2, 2026, and advised that, according to Ingo, your attempted check deposit on April 16, 2026, in the amount of $2,766.08, was declined because the check was too damaged to process and could not be cashed. You were again advised to contact your employer to request a reissued check or arrange for the funds to be deposited directly into your Wisely account. Thank you for the opportunity to provide clarity on this matter.

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Thank you for raising your concerns. Per our conversation on November 4, 2025, our records indicate you called on October 9, 2025, to initiate a fraud claim for eighteen transactions that posted to your account between September 3, 2025, and October 9, 2025, totaling $770.71. Due to the reported unauthorized charges made to your account, the card was locked to prevent any further unauthorized activity from posting, and a replacement card was processed. Records show the card was received and activated on October 17, 2025. 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 Fraud form which was mailed to your address on file. Records show that your written confirmation was received on October 28, 2025, past the ten business-day timeframe. Our investigation began immediately after the transactions were reported and on October 26, 2025, our investigation finalized, determining that no error occurred, and a resolution letter was sent to you. Upon receipt of this complaint, we reviewed your dispute claim and identified a training opportunity, so a coaching recommendation was issued for certain agents. Due to the error, your claim was reopened and on November 4, 2025, your account was provided provisional credit in the amount of $770.71 while we work closely with the merchant to reach a resolution. You have full use of the temporary funds during our investigation. If our research concludes, determining that no error occurred, the provisional credit will be reversed, and you will be notified of the credit reversal. Should you have any further questions, please feel free to call our dispute department call center 24/7 at 877-696-5422. We thank you for allowing us the opportunity to resolve this matter for you.

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