Date Received: 2023-09-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: OK hello my name is XXXX and I got my ID that you guys required for me to get my card activated I keep trying to call nobodys answering the phone I cant I keep I tried to go online and do it and I cant get it that way I dont know what to do Can somebody please help me resolve this. Card XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: it all started back on XXXX by a company named XXXX XXXX, XXXX, GA. They took out $ XXXXoff my card. and sence then nine different companys have been taking money out of my account, and when you call each one of them all the calls go to the same place even thou they have different numbers. and when i asked them what i bought from them they all say that its a sweepstakes that i intered, which i never authorized them to take any money out. they told me that i called them every time before they took money out, and when i ask to hear those calls they told me that they couldnt do that even thou they took out money 23 times. i reported it to my bank and they did a investigation and they said that i authorized them which i didnt all you have to do is check my phone records and you will see that i never called any of those numbers untill i reported it to my bank so i dont think my bank did a very good job investigation this, for one reason is that it took them after i called them three times to get their report, a month and a half to get the report to me and all it had in it was my monthy statements and the info that i sent them nothing on what they did to come up with their determination on my case. if you need more info let me know and i will be more then glad to send it to you. thank you very much XXXX XXXX
Company Response:
State: ID
Zip: 83835
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On or about XX/XX/2023 I payee XXXX XXXX wasn't able to make a purchase when attempting to contact direct Express customer service I keep getting a auto response stating it's peak time call later therefore unable to resolve my issues. This is a shame! People or payees taking care of those with disabilities should always have access to customer service and they should have enough employees to help all customers and payees at all times! I will be asking my XXXX XXXX and Reps to change contract to another card company since this continues to occur from Direct Express card company shame on them for declining transactions and not answering phone for disabled persons and payees.
Company Response:
State: MO
Zip: 64804
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX I was working with my social worker to set up the Direct Express Application on my phone because the only way I had to check my balances before was to call in and they told me my available balance. I was unaware I could install an app and see everything laid out. When I installed the app I saw a lot of transactions that had been made online that were definitely not me. I had never even heard of the things. My social worker helped me with calling Direct Express and filing the complaint. They told me to cancel my card and get a new one sent, so I did after I took my remaining cash out so that I had money to live on while I was waiting for the new card to be sent. My social worker and I sat on the phone with Direct Express and emailed them exactly as instructed by the person that we spoke to on the phone. The email was the list of unauthorized transactions that had started on XX/XX/XXXX and continued until we noticed it in XXXX. The amounts ranged from {$1.00} to {$59.00}. There were 5 transactions in XX/XX/, 9 in XX/XX/, 4 in XX/XX/, and 5 in XX/XX/. Direct Express replied to my claim via mail about a week later and told me that they would not refund any of the transactions because it was past the 120 day cut off. My social worker assisted me with calling and talking with supervisors and managers on XX/XX/. One supervisor said it was passed the days allowed to file a claim and we informed them that it was not and asked for a manager. The manager said that because in those previous months I had accessed my balance from my phone that indicated to them that I authorized the transactions. I told him I did not authorize the transactions and he told me " that is just hear-say. '' I got so frustrated after being transferred multiple times and told a different version of the past two excuses as to why they were not going to refund me for the fraudulent transactions. I am a XXXX single woman that has a very limited income, I can not afford to just lose {$750.00} because this company is taking advantage of my XXXX. I told them that I was going to file a complaint and they told me " good luck. '' They were very rude and I felt very taken advantage of. I explained to them about not knowing how to use the app, and when I learned I reported the unauthorized charges immediately and followed their directions with the help of my social worker.
Company Response:
State: WI
Zip: 54701
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XXXX I called direct express concerning charges that I wasnt familiar with. They credited my account my account XXXX a some dollars. Then took it back out. Then on XX/XX/XXXX they took {$470.00} out for both XXXX and for an account Id never heard of and never agreed to. And so they paid them twice and wont even listen to me.so Im outthatmoney twice. And I cant afford this on what I get.
Company Response:
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello my name is XXXX XXXX. and I am on XXXX and selected to use the debit card that the XXXX uses. The bank is Comerica and the card company is Direct Express. I placed several online orders with XXXX, my account was debited twice for XXXX different orders. I spoke with XXXX to see if they submitted the purchase amounts multiple times. XXXX states that they only submitted the amount once. I contacted the bank ( Direct Express ) to dispute the charges on XXXX different occasions and each time my claim was denied. I have 10 different charges from 10 different orders that amount to over {$700.00}! I included my bank statements which show the duplicate charges. and each time Direct Express still denies my claim. I don't know who else to contact regarding this. Any information that you have that would help me, would be greatly appreciated. I am enclosing the order numbers, order date, duplicate date & the amount of the purchase. XXXX Order Number Order Date Duplicate Date Amount XXXX XX/XX/23 XX/XX/23 {$300.00} XXXX XX/XX/23 XX/XX/23 {$21.00} XXXX XX/XX/23 XX/XX/23 {$17.00} XXXX XX/XX/23 XX/XX/23 {$67.00} XXXX XX/XX/23 XX/XX/23 {$53.00} XXXX XX/XX/23 XX/XX/23 {$100.00} XXXX XX/XX/23 XX/XX/23 {$32.00} XXXX XX/XX/23 XX/XX/23 {$47.00} XXXX XX/XX/23 XX/XX/23 {$4.00} XXXX XX/XX/23 XX/XX/23 {$68.00} Total {$720.00} I am also enclosing the claim dispute numbers that have been assigned to my complaint : XXXX, XXXX, XXXX I would appreciate any and all help in this matter, Direct Express has been very unresponsive to my concerns. Someone from the Claims Dispute department called one day, left a voicemail telling me to call her back at the number on the back of my card. When I called back, which was in a matter of minutes. I was informed that they could not transfer me to the dispute department because they could not receive calls, as they could only call out. While on the phone the representative that I was speaking with informed me that my case had been closed because they had not been able to reach me by phone and my case was once again denied. I thank you in advance for any help that you can give me in this matter. Please feel free to give me a call regarding this matter @ XXXX
Company Response:
State: MO
Zip: 64130
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I got XXXX XXXX XX/XX/XXXX XXXX on XX/XX/XXXX and in the midst of that time my XXXX check was going to a direct express card and it was stolen while I was in the XXXX XXXX my wallet everything was stolen cause I didnt even really know or did I care at the time but somebody had went to XXXX for basically four years and charged over XXXX close to {$29000.00} and I disputed the charges when I was released and I got declined The reason for declining me was because of the time limit I didnt know there was a specific time limit because you know people go to war they go to XXXX XXXX to fight in wars for countries or whatever Im just saying for years and when they come back or they told the same thing? And I dont understand why Social Security is making me repay every cent of it I lost my XXXX to them # DATA they just dont know nonsense but still the one that ball really is person that stole it obviously but I tried to locate through the XXXX XXXX like who released my property obviously it was probably one of the orderlies working there at the time thats all I can think about because I was gone for a very long time and the last thing I was thinking of is somebody my account but I guess when you have a card you can what blows my mind is most of the purchases were done at XXXX in the mouse of XXXX XXXX XXXX you know just crazy amounts why did not why didnt that throw flags to the credit card company commercial bank? I did the appeal process and everything through the bank and they just declined it simply because of the time limit that I was gone well if I wouldve known there was a timely manner that I was being robbed I had no idea what I was oblivious dont like the way I found out that I was XXXX is when I called Social Security office when I got out about two weeks after I got out and they told me I owe them a grand total of like XXXX and change and I lost that appeal to them I lost the appeal through the bank and Ive had proof of where I was we didnt have any phones I can only write letters and nobody would write me so I didnt know anything the bank didnt find out where I was or locate me I didnt think there was any reason to contact anybody because I didnt know my stuff was stolen can I prove everything pretty much yes I have a XXXX is she certified by the governor of Oklahoma where I was and basically in department of corrections you can not use a phone unless you do you know if theyre on the list you know prior night man I didnt know any of that stuff I knew you could make a phone call but I did actually get a board it somebody else was enjoying my they didnt stop my benefits still around XX/XX/XXXX and they paid him up and he spent every single dime of that or somebody did I say I dont know could be a sushi roll I know I dont know what to do I am I just lost the appeal so now theyll take my benefits my monthly benefits in fullEvery month I have two months to get a lawyer to help me on this dispute its not dispute anymore its basically they told me no I lost the appeal to Social Security so now Im gon na go after the bank again trying to get some knowledge I didnt know all this stuff but I didnt know there were rules you know what if somebody got locked up or went to went to war for their country so when they come back they got XXXX theyre gon na say well sorry fella or maam I cant help you because of the time limit
Company Response:
State: AR
Zip: 726XX
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am XXXX and living on a fixed income. My federal Social Security XXXX payments goes into the Direct Express debit card each and every month. On XX/XX/XXXX, I called Direct Express -that Comerica Bank oversees and told them that my money {$440.00} was stolen by the ticket merchant XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and asked to disputes unauthorized charges. They told me if I submit paperwork, within 7 business days, which I did, Direct Express would issue me an " provisional credit '' of the amount by XX/XX/XXXX. Furthermore, I was told just be patience and the money that was stolen will hit my debit card. And, if it does not, call back Direct Express by Monday XX/XX/2023. I waited and called back on XX/XX/XXXX, to be informed that my case was " closed by them '' and I would not be getting any credit. I got no notice of an investigation. I got no noticed of the case being closed. Which, leads me to believe that Direct Express lied to me all along. Plus, did not follow policies to keep consumers informed and participated in Reg E violation. I asked them what's the appeal process. I was told there is no appeal process. I asked them what's their corporate information or Comerica bank customer service information to help me with this dispute. I was told there is nothing that I could do about fraudulent activity to my debit card. Comerica Bank wont do anything to help me. They have the only and final say. The case is close and their decision is final. I am deeply upset about Direct Express and even Comerica Bank- who I called is not working to help consumers when there is fraudulent activities on consumer debit cards. I asked them what is their policies or federal policies on fraudulent activity. They told me to do my own research. They have nothing in writing to sent me. They do not seem to care that the money was stolen and was not authorized me. Nor, do they care those funds were to be used to pay for my medication. Please help. I contacted the merchant who told me it seems like a computer error on their end. But since its an Error in the merchant computer, I do not have evidence to prove it. I need help.
Company Response:
State: CT
Zip: 06460
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: During my incarcerration my card was used without my knowledge and charged from the dates of XXXX2023 to XXXX 2023 2023
Company Response:
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Ever since a wrongful evection XXXX of XXXX, the merchant known as Direct Express and there employees have been making using my XXXX funds a nightmare. I am unable to use my card as I wish. And I am being subject to dishonest lobbyist and jaded business owners in the community.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A