Date Received: 2017-10-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Called on XX/XX/XXXX to confirm date of deposit for benefits being deposited into checking account. Unable to authenticate in the automated system. Could n't get in touch with a live person. Finally able to contact someone on XX/XX/XXXX and found out that the debit card had been canceled and a new card ordered on XX/XX/XXXX that was not authorized. I was able to get though to fraud on XX/XX/XXXX to get the fraud forms for the unauthorized debit card being ordered. Received forms on XX/XX/XXXX. Once they were received, was able to contact another live person on XX/XX/XXXX to retrieve the transaction history to see what transactions were unauthorized. Mailed the documents on XX/XX/XXXX and mailed to Texas from Oregon. Called in and spoke with a live person on XX/XX/XXXX to confirm the forms had been received and the claim had already been declined. I have disputed the investigation with the bank because they had not done their due diligence in allowing a person not me to order a debit card and drain my bank account and then deny my fraud claim per Regulation E. A police report with the XXXX Police Department has been filed. I was in the hospital and XXXX during the time of fraudulent activity.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-09
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My wallet was stolen with my debit cards issued by XXXX XXXX ON XX/XX/2017. I called XXXX XXXX and after much hassle getting through to a live person, I reported my credit cards stolen. This was approximately at XXXX XXXX. The representative told me new cards would be issued but after a week nothing happened, so I contacted them again and the representative DID NOT CANCEL THE CARDS AND REISSUE NEW ONES. The thieves used the debit card by using it by purchasing goods using the credit instead of debit ( I 'm guessing ) and they racked up over {$1000.00} of sales, this was all done AFTER I HAD REPORTED THE CARDS STOLEN. It is almost impossible to get through to anybody at this banking institution and when I do they either put you in a loop or hang up. My last transaction was at Approx XXXX on the day my truck was stolen, XXXX # XXXX reported at approx XXXX XX/XX/2017. My last transaction was a cash withdrawal at an ATM AT Loves Truck Stop in XXXX, Ca, at approx XXXX XXXX I contacted this bank after one week of nothing showing up with replacement cards only to find out THEIR EMPLOYEE DID NOT DO HIS JOB, thus allowing the charges to accumulate AFTER THE CARDS WERE REPORTED STOLEN. I am out over {$1000.00} that to this day 3 MONTHS LATER has NOT BEEN REPLACED. Terrible customer service with what seems as a do not care attitude, which really rubs me the wrong way being a XXXX XXXX XXXX and this is supposed to be a caring institution for active service personnel and XXXX HELP!! XXXX XXXX XXXX Current Acct # XXXX, I do not remember or know the Acct # that was reported stolen but if they have ANY CLUE as how to operate a banking institution CORRECTLY, they will know the acct # that I am referring to. At the time the cards ( and my wallet ) were stolen there were XXXX acccts, XXXX for my SS BENIFITS ( money I earned and paid in for over 40 years along with my employers, I DO NOT CONSIDER THIS Government assistance, as it is MY MONEY, paid by ME, to assist me when I retired, and XXXX XXXX for my XXXX dealing with XXXX XXXX from XXXX
Company Response:
State: CA
Zip: 95301
Submitted Via: Web
Date Sent: 2017-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have a Direct Express Debit Card which my SS Benefits are deposited on each month. On XXXX XXXX, XXXX I paid my utility bill of {$330.00} and I have the receipt that shows I paid XXXX, but when I checked my account on line the amount had been taken out twice, XXXX minute apart. I called XXXX XXXX and it took XXXX hours to get thru, they will not let you hold for a rep, you have to call back again and again. They stated they would mail me forms to fill out and MAIL back ( no faxing ). That was the XXXX, it is now XXXX XXXX and still no forms. I have called again and got the same speel. it will be there. I looked on the internet for reviews of Direct Express and I found it on XXXX Off Consumer site. I think they are really taking peoples hard earned benefits. I think XXXX XXXX XXXX, needs to change companies to handle recipents benefits. I call XXXX and it was suggested to me to get a local bank Direct deposit. Some one needs to check Direct Express out.
Company Response:
State: KY
Zip: 408XX
Submitted Via: Web
Date Sent: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-02
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 is the company that handles my XXXX XXXX XXXX XXXX XXXX payment account. This was set up about a year ago. Each month, approximately {$3000.00} is deposited into the account in the form of XXXX XXXX XXXX benefits. On XXXX XXXX two deposits were made and by XXXX XXXX approx {$2700.00} had been electronically transferred to another account. This was an immediate transfer and was NOT authorized by me. I believe there was a breach in their security. I have tried for days now to get XXXX XXXX to work with me on this. I wait for approximately 20 to 30 minutes to get a representative. Once I get one they say that they will transfer me to " level 2 '' and I am then disconnected. I have spent approximately 4 to 5 hours on the phone and they are telling me that other than continuing to call back there 's nothing they can do for me. My account has been completely wiped out. I did not authorize this transaction and the company is making zero attempt to help me resolve this issue. I 'm unable to pay rent or bills until they help me resolve this. The only thing they have done thus far is cancel my account and tell me it 'll be at least 10 days until a new card comes in the mail. In the meantime, I do n't have access to anything.
Company Response:
State: CA
Zip: 92127
Submitted Via: Web
Date Sent: 2017-10-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: XXXX - Comerica Bank I have a card through this company where my funds are supposed to be deposited each month. My card was not working so I called to find out what the issue was. The online voice stated I ordered a new card on XXXX/XXXX/XXXX and should receive this in 5-10 days. I however did not order a new card, the card I have does not expire until XXXX and I currently have no idea where my money is, where this new card is, and I can not get ahold of anyone to speak with even though the website states I can speak to someone 24/7. When calling it says all representatives are busy and then disconnects. At this point I do not know how to correct my issue so my niece was helpful with filing this complaint.
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2017-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: Direct Express has not responded to me about my bank statements. I have called them 3 times, they can not even tell me if they have been mailed. Each time I call they ask me the same information over and over but do not give me any information. These bank statements are needed immediately for an application. They told me it would be 5 to 10 days each time, it has been over 15 days today since the first call and they will only mail them, they refuse to send by email or fax.
Company Response:
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2017-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Started recieving SSI benefits in XX/XX/XXXX. Direct Express is the company contracts with the Government to distribute these benefits. XX/XX/XXXX during a check of my ballance I discover a charge for {$39.00}. Called to dispute the transaction after viewing numerous consumer complaints on line about the company. After several attempts to resolve the issue it was recommended the card be cancelled and reissued. However in the online comments it was stated that this did not resolve the issue. Further, after being told the issue was resolved, consumers still faced the same issues. Supervisor XXXX of Direct Express hung up without initiating my dispute when I demanded the service be discontinued. I spent several hours just to get to that point to avoid the fraudulent practices and am not willing to go through it again.
Company Response:
State: GA
Zip: 30088
Submitted Via: Web
Date Sent: 2017-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-23
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have Home Equity Line of Credit with Comerica Bank. I borrowed {$60000.00} from this line of credit in XXXX 2017. These are my problems with this bank : 1. Bank did not send a monthly statement in XXXX 2017. When it did not come on time inXX/XX/XXXX, I called the bank and was told it was not coming until XX/XX/XXXX. As a result of this I did not pay due interest amount inXX/XX/XXXX because I was told that no interest was due which was incorrect. As the result, the amount of total loan amount increased. 2. Starting XXXX 2017 the bank does not send monthly statements to me by mail while they verified that they have my correct address on file. 3. I have been making payments towards my principal. The bank delayed posting my principal payments for all my payments and as the result the total loan amount increased. Here are specific payments. This information is from my online banking at XXXX XXXX XXXX : 1. This payment was for {$2.00}, XXXX. Payment check no. XXXX was sent to Comerica Bank Loan Center on XXXX/2017 and delivered on XXXX/2017. Funds were withdrawn from my XXXX XXXX XXXX-XXXX account on XXXX/2017. The payment was applied on XXXX/2017. This payment was not applied until XX/XX/XXXX but it was delivered on XX/XX/XXXX. Then on the statement with the closing dateXX/XX/XXXX, I was charged past interest amount {$290.00} and current interest amount {$250.00}. Why was I charged past interest amount when I paid XX/XX/XXXX and the payment should have been applied on time. But it was not, the posting of it was delayed. And this statement also shows on the 2nd page, interest amount {$230.00}. This amount should not have been charged. 2. {$2000.00} principal payment Payment check no. XX/XX/XXXX was sent to Comerica Bank Loan Center onXX/XX/XXXX/2017 and delivered onXX/XX/XXXX/2017. Funds were withdrawn from my ADV TIERED INTEREST CHKGXXXX account on XXXX/2017. The payment was applied on XXXX/2017. The payment was delivered on XX/XX/XXXX. It was not applied until XX/XX/XXXX. 3. {$2000.00} principal payment Payment check no. XXXX was sent to Comerica Bank Loan Center on XXXX/2017 and delivered on XXXX/2017. Funds were withdrawn from my XXXX XXXX XXXX-XXXX account on XXXX/2017. The payment was applied on XXXX/2017. This payment was delivered onXX/XX/XXXX. It was not applied until XX/XX/XXXX 4. {$2000.00} principal amount payment Payment check no. XXXX was sent to Comerica Bank Loan Center on XXXX/2017 and delivered on XXXX/2017. Funds were withdrawn from my XXXX XXXX XXXX-XXXX account on XXXX/2017. The payment was applied on XXXX/2017. This payment was delivered onXX/XX/XXXX. It was not applied until XX/XX/XXXX. 5. Another {$2000.00} principal amount payment Payment check no. XXXX was sent to Comerica Bank Loan Center on XXXX/2017 and delivered on XXXX/2017. Funds were withdrawn from my XXXX XXXX XXXX-XXXX account on XXXX/2017. The payment was applied on XXXX2017. The check was delivered onXX/XX/XXXXXXXX It was not applied until XX/XX/XXXX. I believe that because the bank delayed posting my payments, I paid more interest that I should have paid.
Company Response:
State: CA
Zip: 94062
Submitted Via: Web
Date Sent: 2017-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-17
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX I had 3 fraudulent charges on my XXXX XXXX card from XXXX XXXX XXXX the transactions took place in California., I live in Kentucky XXXX I called the XXXX XXXX XXXX and told them these were fraud. I called California state police they said call the Kentucky police. I did they said call California. The transactions started about XXXX XXXX central time on XXXXX XXXXXXXXXXXXXXXXX/XX/XXXXX/span> XXXX XXXX XXXX store XXXX {$810.00}, XXXX XXXX XXXX store XXXX {$340.00}, XXXX XXXX XXXX store XXXX {$87.00}. I called the stores they said the purchase was suspicious. I informed the stores they were fraud. My card and Pin have never been out of my possession. On XXXX I immediately called XXXX XXXX to inform of the charges, they canceled the card and gave me a new card and instructed me to destroy the old card and I did. I was not able to file a Reg E claim on this date. I could not get thru to level 2. Since this has happened I have called over 50 times to make a Reg E claim. The bank is refusing to allow me to make a Reg E claim. They level one operator tells me each time I will have to speak with the level 2 operator. I told them not to transfer me to level 2 until they could get a human on the line from level 2. I told the level one operator I need to file a Reg E claim and get provisional credit they say talk to level 2. I have called every day since XXXX I have a call log upon request. I did get thru to a level 2 person one day and she said her computer was down and I would have to call back. The bank is refusing to let me make a Reg E claim. I have not been given provisional credit for the fraud charges.
Company Response:
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2017-09-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-11
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I have a direct express account where my ssi an ssdi goes in. I tried to contact them for a week and they keep hanging up on me. I also tried to call and text the two companies that charged me and no response I feel its a fraud company and I dont want them to hit my account again. The amounts are {$82.00}, {$34.00}, {$72.00} and it was taking out on the XXXX on the XXXX of XXXX XXXX and the companies name is XXXX and XXXX.
Company Response:
State: MA
Zip: 02118
Submitted Via: Web
Date Sent: 2017-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A