Options narrow for help from agents

Nearly seven months after the first debit cards were issued for the Middle Class Tax Refund, KCRA 3 is continuing to be contacted by Californians having problems getting access to their money and connecting with a real person on Money Network call lines to resolve their disputes. The MCTR program, which Gov. Gavin Newsom first announced as “inflation relief” payments, has distributed $9.2 billion to nearly 32 million California taxpayers either via direct deposit or by mailing debit cards. Of 9.6 million debit cards that have been issued, about 15% have yet to be activated as of May 6. Just 36% of cards have a zero balance. | VIDEO BELOW | Middle Class Tax Refund: What is Money Network and why did California hire them for debit cards?At issue for those who have contacted us have been problems with the debit cards from those who said they either didn’t receive the cards or, in some cases, reported their money was spent by fraudsters. Consider the case of Susan Otten in Santa Barbara County. She said that she was entitled to $350 on a debit card and shared screenshots of her account showing that just $78 remain. That’s because someone else spent the rest of the money before she could, she said. Otten first noticed this when she went to activate her card, and her online account showed a charge from Panda Express and a Tilly’s, as well as three purchases at a Ross store – all over a two-day span in January at Southern California locations where she doesn’t live or shop. She said she called the Money Network support line, was sent a second card and was told that her money would be returned, though some of the charges were pending. After receiving her second card in March, she said she waited a month before checking her account again, hoping that the charges would have been resolved. This time her account showed someone else took out nearly $200 at an ATM in another city. So far, just two of the fake charges have been reversed, she said. Otten said she managed through the Money Network helpline to be issued a third card, which she expects to arrive soon. But she has failed at being able to dispute the remaining charges and says she hasn’t been able to speak to a real person about her case recently. “I have no other recourse and have no idea where to go from here,” she said, adding that she is “furious.” Asked about the issue, a Franchise Tax Board spokesperson confirmed to KCRA 3 that one of two helplines, the “customer support” line (800-542-9332), has been converted to be fully automated as of April 21. “This line offers information about qualifications, how you may receive your payment, and other MCTR information. It includes an option for customers to be redirected to the Money Network debit card activation line if that is the reason the customer is calling,” spokesperson Andrew LePage said. He said that the viewer should continue to work with Money Network to resolve her dispute. That leaves the debit activation line, listed on the FTB’s website as the “Debit card questions” line (800-240-0223). This line is still staffed with live agents during business hours for customers who need help that isn’t handled by the self-service option, he said. But when KCRA 3 called the activation line and followed prompts to report fraud, at least one path in the maze of voice prompts led to the call being disconnected. “We encourage debit card customers to listen to the prompts and choose the option that will meet their needs,” LePage said. “Many items that debit card customers need assistance with are automated and don’t require a customer service agent. Where necessary, customers will be connected with agents to assist with their questions.” He said that 95% of calls are able to be handled by self-service options. Otten said she is worried that when her new card arrives, it will still have bogus charges associated with her account. She’s not the only viewer to reach out to us with fraud concerns, though the Franchise Tax Board has said there is no evidence of widespread fraud. The FTB’s contract with Money Network requires a fraud prevention rate of at least 99%.| VIDEO BELOW | Middle Class Tax Refund: What to know about fraud issuesThe agency won’t say what the rate of fraud has been so far with the program, saying only, “Money Network continues to meet the terms of the contract.”Meanwhile, another viewer who reached out to us, Ken, in Santa Cruz County, said he’s been trying to reach a live person because he never received his debit card. He said he’s even tried to get help from two legislative assistants, with one offering an unlisted phone number but warning that he could still be on hold for more than an hour. He said he hung up after 50 minutes when no one answered. “It really is little wonder people hate government,” he said.More MCTR resources FTB Middle Class Tax Refund help page Money Network’s Middle Class Tax Refund pagePhone number to call if your card is lost or stolen: 800-240-0223

Nearly seven months after the first debit cards were issued for the Middle Class Tax Refund, KCRA 3 is continuing to be contacted by Californians having problems getting access to their money and connecting with a real person on Money Network call lines to resolve their disputes.

The MCTR program, which Gov. Gavin Newsom first announced as “inflation relief” payments, has distributed $9.2 billion to nearly 32 million California taxpayers either via direct deposit or by mailing debit cards.

Of 9.6 million debit cards that have been issued, about 15% have yet to be activated as of May 6. Just 36% of cards have a zero balance.

| VIDEO BELOW | Middle Class Tax Refund: What is Money Network and why did California hire them for debit cards?

At issue for those who have contacted us have been problems with the debit cards from those who said they either didn’t receive the cards or, in some cases, reported their money was spent by fraudsters.

Consider the case of Susan Otten in Santa Barbara County. She said that she was entitled to $350 on a debit card and shared screenshots of her account showing that just $78 remain.

That’s because someone else spent the rest of the money before she could, she said. Otten first noticed this when she went to activate her card, and her online account showed a charge from Panda Express and a Tilly’s, as well as three purchases at a Ross store – all over a two-day span in January at Southern California locations where she doesn’t live or shop.

She said she called the Money Network support line, was sent a second card and was told that her money would be returned, though some of the charges were pending.

After receiving her second card in March, she said she waited a month before checking her account again, hoping that the charges would have been resolved. This time her account showed someone else took out nearly $200 at an ATM in another city.

So far, just two of the fake charges have been reversed, she said.

Otten said she managed through the Money Network helpline to be issued a third card, which she expects to arrive soon. But she has failed at being able to dispute the remaining charges and says she hasn’t been able to speak to a real person about her case recently.

“I have no other recourse and have no idea where to go from here,” she said, adding that she is “furious.”

Asked about the issue, a Franchise Tax Board spokesperson confirmed to KCRA 3 that one of two helplines, the “customer support” line (800-542-9332), has been converted to be fully automated as of April 21.

“This line offers information about qualifications, how you may receive your payment, and other MCTR information. It includes an option for customers to be redirected to the Money Network debit card activation line if that is the reason the customer is calling,” spokesperson Andrew LePage said.

He said that the viewer should continue to work with Money Network to resolve her dispute.

That leaves the debit activation line, listed on the FTB’s website as the “Debit card questions” line (800-240-0223). This line is still staffed with live agents during business hours for customers who need help that isn’t handled by the self-service option, he said.

But when KCRA 3 called the activation line and followed prompts to report fraud, at least one path in the maze of voice prompts led to the call being disconnected.

“We encourage debit card customers to listen to the prompts and choose the option that will meet their needs,” LePage said. “Many items that debit card customers need assistance with are automated and don’t require a customer service agent. Where necessary, customers will be connected with agents to assist with their questions.”

He said that 95% of calls are able to be handled by self-service options.

Otten said she is worried that when her new card arrives, it will still have bogus charges associated with her account.

She’s not the only viewer to reach out to us with fraud concerns, though the Franchise Tax Board has said there is no evidence of widespread fraud.

The FTB’s contract with Money Network requires a fraud prevention rate of at least 99%.

| VIDEO BELOW | Middle Class Tax Refund: What to know about fraud issues

The agency won’t say what the rate of fraud has been so far with the program, saying only, “Money Network continues to meet the terms of the contract.”

Meanwhile, another viewer who reached out to us, Ken, in Santa Cruz County, said he’s been trying to reach a live person because he never received his debit card. He said he’s even tried to get help from two legislative assistants, with one offering an unlisted phone number but warning that he could still be on hold for more than an hour.

He said he hung up after 50 minutes when no one answered.

“It really is little wonder people hate government,” he said.

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