Date Received: 2017-12-05
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XXXX XXXX 2017, I call the XXXX XXXX customer service number to check my balance. The call revealed that there had been unauthorized transactions on my account. I pulled up my account online and saw that on XX/XX/XXXXXXXX there were 3 charges made to XXXX in Florida, I live in Utah and did n't lose my card. I called XXXX XXXX XXXX to report the theft and after 15 or so unsuccessful attempts, the call finally connected. I cancelled my current card and ordered a new one. I was then transferred to XXXX who could assist me in reversing the fraudulent charges. XXXX came on the line saying, " you need a XXXX! '' I responded that there had been fraudulent charges on my account and I needed to be refunded the money that was stolen. She proceeded to tell me that they would mail me paperwork, which I was to fill out and return, then it would take 90 business days for them to investigate the theft. I tried to ask questions, but was not allowed to speak, as she just kept talking over me. She then transferred me to a recorded message and then the call ended. I called back and after another number of disconnected calls reached XXXX, who told me that I could qualify for to have the funds returned to my account within 10 days, but she would have to transfer me to someone else to complete that process. She transferred me to XXXX who denied any knowledge of being able to return the funds to my account within 10 days and repeated the lines about it taking 90 business days. I asked if there were forms online or if they could email me forms to expedite the process, she responded, " No. '' She said I could mail a letter to them alerting them of the theft. I asked her to go over each line of the form they would send out to me, so that I could write a letter that covered every detail of what they wanted. She refused. This money is used for us to live, it is survivor benefits and I am a widow doing my best to support my children who have already lost so much. Now they have lost any hope of having any XXXX gifts or XXXX dinner or anything good this month. Please help us get this money returned as soon as possible Thank you for your time
Company Response:
State: UT
Zip: 84123
Submitted Via: Web
Date Sent: 2018-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-02
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XXXX XXXX, 2017 a withdraw of {$700.00} was taken out my card from an ATM in another state. I called XXXX XXXX, and a woman by the name of XXXX took down my information she stopped the card and told me she will send a different card. XXXX was the one that told me where it was taken out of. XXXX was transferring me to level 2 to dispute the money, I was on hold for a few minutes the phone hangs up on her end. I try calling back and nothing its been hard. So now I do n't know what to do. I even called social security because the card was provided by them, but nothing all they told me was to call the card. That was my rent money and to buy groceries.
Company Response:
State: NY
Zip: 10452
Submitted Via: Web
Date Sent: 2017-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-01
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 've Disputed 5 transactions not authorized or completed by me which details are XX/XX/XXXX XXXX {$49.00}, XX/XX/XXXX XXXX $ XXXX,XX/XX/XXXX XXXX $ XXXX,XX/XX/XXXX XXXX XXXX XXXX $ XXXX,XX/XX/XXXX XXXX XXXX XXXX {$39.00} on my XXXX XXXX XXXX XXXX XXXX XXXX XXXX which I currently still have in my possession and I requested a new card since my account number XXXX was used without my knowledge.Customer Service Rep issued me a new card and was sent via next day service.Received new card with new number. But Customer Service Failed to closed that account ending in XXXX and card was continued being charged from previous reported disputed transactions and additionally from new online merchant XXXX and XXXX XXXX without my consent or authorization. I 've tried my best trying to communicate this information to customer service and Level 2 on XX/XX/XXXX after explaining such error they have created and from its mistakes on not closing my account when reported and confirmed by rep transactions were still being completed Several reps just disconnect me from the line or continue transferring me to the same department over and over again until calls disconnects.
Company Response:
State: CA
Zip: 90744
Submitted Via: Web
Date Sent: 2017-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XXXX XXXX BY COAMERICA BANK ACCEPTED XXXX EVERY MONTH ON THE XXXX, IN XX/XX/XXXX-XX/XX/XXXX WAS VIOLATED BY THEFT AND ID THEFT ON THIS ACCOUNT.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/17, I noticed that was debit card was compromised. I immediately called Comerica and cancelled my card. The next day ( Monday ) I went to the bank to file a dispute. I was then told that if the dispute was approved I would receive my funds back within 10 businesses days. I also asked what am I to do seeing that all my money was compromised. They apologized and told me that I would have to wait. In the meantime the fees are rising. {$1400.00} was taken out of my account via ATM. XXXX ( Comerica ) starred to me, are you sure you did not give someone else your card? I also spoke with another customer there and he stated it happened to him as well. I feel Comerica knows about the breach and still does nothing. I 've received a call from XXXX with card services informing me that if I had applied for Comerica 's credit card I would have money available to me. She told me that she could not help and suggested that I wait on the dispute to be settled in 10 business days.
Company Response:
State: TX
Zip: 77082
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I placed a claim for fraudulent charges on my debt card for {$600.00} on XXXX/XXXX/XXXX I received a letter from my card service/bank stating that based upon our review of the information you provided as well as our internal records and your card history, we can not confirm that fraud occurred. Our investigation indicates that you entered into an agreement with the merchant, and the transaction was processed in accordance with that agreement. You may try to resolve the issue with the merchant directly. The problem I have with this is there 's over a half a dozen merchants and services that are the problem. Obviously they have done nothing to clear this up or do they intend to. They never put my provisional credit on my account either so they do n't have much insensitive I guess I did n't enter into these agreements and if they followed the money I think that is clear. I paid someone 's gas bill in XXXX and someone else 's phone bill. The charges from XXXX for what I do n't know but I assure you they did n't ship anything to me. Direct Express is totally worthless and as I 've discovered that opinion is shared by literally hundreds
Company Response:
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-10
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XXXX XXXX 2017 an IVR money transfer of XXXX XXXX dollars. I called the Office of the inspector general asking what an IVR money transfer is. they did n't know. I tried filing with the company before calling the Inspector General for the federal Reserve, Direct express XXXX by Coamerica bank. Nine times when I called they transferred me to a dispute supervisor and after identifying me, he or she in some cases would transfer me again. But they would hangup and I received a dial tone. Happened again today, but the second time I called I wanted the level two person and finally was able to file my claim against the IVR money transfer. I spoke with a lawyer and she read their contract and it needs to be changed because they could not tell me where the money was transferred to. And in that case the money should be returned within ten days. Now it is as they have stated gon na be forty-five days.
Company Response:
State: OK
Zip: 74701
Submitted Via: Web
Date Sent: 2017-11-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XXXX XXXX card issued by Comerica Bank. XXXX XXXX XXXX through XXXX XXXX this year XXXX. XXXX XXXX card, which I have for my XXXX benefits, withdrew nearly XXXX from my card for " debit adjustment '' without notice and with no reason stated on my online statement. I 've spoken to them and the explanation was so convoluted that the only clarity is that " XXXX had a glitch '' and did n't take out charges when made so is now adjusting them by going back through at least XXXX and withdrawing funds. Issues : Failure to catch and correct their error in a timely manner Failure yet to notify consumers impacted Failure to offer explanation Then recouping by withdrawing money from XXXX XXXX customers cards. This is in direct contempt of their own policy that states they will not let a charge go through if the funds are n't there. Therefore I had a false sense of security based on their own promise. I imagine lots a people do n't know yet. Remedy expected : refund the funds withdrawn to their card holders
Company Response:
State: IN
Zip: 472XX
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have my social security benefits deposited onto the direct express debit card and today I did not have access to my funds. I have been calling the customer service number but have not been able to get to a live person for over 7 hours. I called the number to enroll for the card but they advised that they could not help me and that I needed to contact the customer service number. This is not professional and is unacceptable to not have access to my funds.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-26
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX/XXXX/XXXX I contacted Direct Express at XXXX XXXX and spoke with customer service to dispute a transaction on XXXX/XXXX/XXXX of {$92.00} with XXXX XXXX They said they were transferring me to Dispute Department but I was redirected by the voice system to a recorded message telling me to call back and hund up. On my second attempt the same thing happened. i want to open a dispute for this transaction. I never checked in to this hotel or check out. There is no camera footage of me doing so. A family member was delayed getting into town. The hotel would not allow me to make adjustments well in advance. I want this transaction reversed.
Company Response:
State: CA
Zip: 94102
Submitted Via: Web
Date Sent: 2017-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A