Date Received: 2017-08-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: ON XX/XX/XXXX. MY MONEY WAS WIPED CLEANED FROM MY XXXX XXXX CARD. THIS WAS OVER {$750.00}, THAT MY DAUGHTER RECEIVES FOR HER XXXX. I CONTACTED XXXX XXXX, AND WAS INFORMED THAT MY ACCOUNT PIN WAS CHANGED, AND THE MONEY WAS TAKEN OUT OF MY ACCOUNT AT TWO DIFFERENT LOCATIONS. I WAS TOLD THAT THIS OCCURED AT XXXX XXXX. I WAS ALSO INFORMED BY XXXX XXXX THAT THEY ISSUED MY CARD TO THE WRONG MAILING ADDRESS. I WAS INFORMED BY XXXX XXXX THAT I WOULD HAVE TO FILE A FRAUD CLAIM REPORT. THEY ALSO INFORMED ME THAT THEY WOULD BE SENDING ME A NEW CARD, HOWEVER, THEY STILL CONTINUED TO SEND THE NEW CARD TO MY OLD ADRESS. I RECENTLY RECEIVED MY NEW CARD, HOWEVER, MY MONEY WAS NOT DEPOSITED BACK TO MY ACCOUNT. I ALSO RECEIVED A LETTER STATING THAT THEY WERE TRYING TO CONTACT ME, AND BECAUSE THEY COULD NOT GET IN TOUCH WITH ME, THEY ARE CLOSING ME CASE. PLEASE NOTE THAT WHEN I RECEIVED THE FRAUD QUESTIONARE, I FILED OUT AS MUCH INFORMATION, THAT I COULD. I ALSO SUBMITTED MY TELEPHONE NUMBER. NO ONE CONTACTED ME. I 'M NOT THE ONLY PERSON THIS WAS DONE TO. WHEN I WENT TO SOCIAL SECURITY, THERE WERE OVER 100 PEOPLE MAKING THE SAME CLAIM. XXXX XXXX, AS WELL AS SOCIAL SECURITY HAS KNOWN THAT THERE HAS BEEN A PROBLEM WITH THESE CARDS SINCE XX/XX/XXXX, HOWEVER, THEY NEVER SENT OUT ANY ALERTS, THEY NEVER ISSUED ANYONE NEW CARDS. I RECENTLY RECEIVED MY NEW CARD, NOW IT HAD THE GOLD SEAL. XXXX XXXX, IS NOT A CARD THE GOVERNMENT SHOULD USE. SOCIAL SECURITY ENSURED EVERYONE THAT THIS CARD WAS SAFER THAN GETTING A PAPER CHECK, HOWEVER, TODATE, THEY WILL NOT HELP ASSIST PEOPLE WITH GETTING THE MONEY THAT WAS STOLEN. XXXX XXXX, KNOW THE LOCATION, THE PERSON WITHDRAW THE MONEY, HOWEVER, THEY ARE REFUSING TO REFUND OUR MONEY. PLEASE HELP
Company Response:
State: NY
Zip: 10039
Submitted Via: Web
Date Sent: 2017-08-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-15
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: XXXX from Direct Express Debit XXXX XXXX ( XXXX XXXX XXXX XXXX, valid thur XX/XX/XXXX. ) send me a debit card. I call their customer service XXXX on XX/XX/XXXX, at XXXX, that I never apply for the card. All the customer service ask and repeated for my social security number only and then they hang up. I did a little research on the web that this is a fraud and now I do n't know what to do now that they had my social security number. The debit card as comerica bank on top right of the card.
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2017-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-03
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: My SSI Benefits were posted to my Direct Express Debit Card on XX/XX/2017 in the amount of {$730.00}. I accessed my card on XX/XX/2017 to withdraw my funds and I discovered that I only had a balance of {$3.00} in my account. I contacted Direct Express on XX/XX/2017 to find out what was going on with my account and was advised that there were over 25 withdrawals against my account over a period of 7 days all coming from a XXXX XXXX XXXX Account ( which I have no idea as to what this is ). I advised them that this was not anything I authorized. Customer service deactivated my current card ( to stop anymore activities from coming across ) and said I should receive a new card within 10 days and I needed to contact their fraud department ( which I did ) and file a report so I could get my benefits back. I filed the report and on XX/XX/2017 I received a letter in the mail from Direct Express which stated the following " The fraud services department has completed our investigation of your claim dated on XX/XX/2017 in the amount of {$730.00}. Based upon our review of the information you provided as well as our internal records and you card history, we can not confirm that fraud occurred. Our investigation indicated 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. '' First of all it was not a transaction it was a combination of over 25 such transactions against my account and what bank allows that to happen with a persons SSI Benefits which they rely on for support every month. I feel like they did not try to retrieve my funds and they should because I reported it as fraud and contacted them as soon as I was aware that my benefits were no longer on my card. Please Help. In fact as I was on the phone with them reporting my claim they could still see charges trying to come through even after my card was no longer active.
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-31
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XXXX/XXXX/2017, my daughter and I stopped for fuel and attempted to purchase it with my Direct Express card. The clerk informed us my card was rejected twice. I immediately called to inquire about the card status with Direct Express customer service and was informed of questionable/possible fraudulent charges made to my card from XXXX XXXX XXXX XXXX. I stated that I did not make any such purchase and immediately disputed any such purchases from the XXXX area as I 've never even been to XXXX. The CS representative informed me additional charges in XXXX were attempted and I could dispute those as well. I 'd like to know how actual cash purchases in XXXX were made with my Direct Express card while my card was here with me in America! The card was shredded and a new Direct Express card with a chip was issued by over-night mail. I made a police report. The reporting officer noted the incident on file but did not leave a copy of the fraudulent incidents with us. On XXXX/XXXX/17 I received a letter from Direct Express notifying me that fraudulent card activity could not be detected and the claim is due for closure. Direct Express instructed me to contact them for additional information to complete the investigation. After many attempts to contact Direct Express at level 2 ( which is the Dept which handles the investigations ), I was either disconnected or directed back to the website to verify my account balance.
Company Response:
State: MI
Zip: 48161
Submitted Via: Web
Date Sent: 2017-07-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-25
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I opened a small business in 2014 with a term loan and a line of credit from Comerica Bank. We signed a term sheet that did not disclose any prepayment penalty and it was not discussed with us. The final term loan contract included a clause about a large prepayment penalty that was difficult to understand. We are now trying to refinance the loan and are being told we owe a {$6100.00} prepayment penalty on a {$150000.00} balance.
Company Response:
State: TX
Zip: 78731
Submitted Via: Web
Date Sent: 2017-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I tried to obtain cash from atm on XX/XX/XXXX machine did n't dispense cash put in pin amount requested next thing machine said out of order checked account and it had processes the transaction and removed XXXX from account 18days later nothing has happened filled out dispute foorm and mailed it back same day I received it they say they have n't received it yet 8 days later?
Company Response:
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2017-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: my Social Security payment money was fraudulently stolen from my card Direct Express card. Direct Express will not resolve the fraudulent theft after many attempts by me and I have heard nothing from them for a month since reporting the theft.
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-12
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My social security benefits were due to be deposited into my account on the XX/XX/2017. Upon calling to check my balance, I discovered that there were 2 transactions on my account which totally wiped my account clean, neither of which were made by me. I have tried since XX/XX/2017 to rectify disputing these transactions with XXXX XXXX, but to this date, they have been unsuccessful at transferring me to a level II agent as they state there are high call volumes and the phone continuously hangs up. I am a senior citizen with no way of taking care of myself except for the money that I receive from Social Security. The amounts were XXXX and XXXX. I found out that someone had duplicated my card and went to a XXXX XXXX in XXXX, Texas ; and purchased two Gift Cards, 1 for {$500.00} and they used the remaining balance from my card and another card to purchase another {$500.00} pre-paid gift card.
I look forward to hearing from someone soon in regards to this. Thanks, XXXX XXXXCompany Response:
State: TX
Zip: 77086
Submitted Via: Web
Date Sent: 2017-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-11
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/XXXX Direct Express, Payment Processing Services XXXX XXXX XXXX XXXX XXXX, TX XXXX The following is a copy of the info on your website Already have a Direct Express card? For all questions related to the Direct Express card, cardholders should call : Customer Service : XXXX Hearing impaired : XXXX International : XXXX ( Collect ) Customer service is available 24 hours a day, 7 days a week and handles calls related to : Reporting lost or stolen cards Balance inquiries PIN changes Transaction history requests Registering a complaint about a card issue Questions about card usage Questions about international card usage Write to us : You can also write to us at Direct Express, Payment Processing Services XXXX XXXX XXXX XXXX XXXX, TX XXXX Convenient Customer Service 24 hours a day, 7 days a week Call XXXX ( Toll-Free ) For Customer Service Outside the U.S. call : XXXX ( Collect ) Check your balance/hear transaction history. Select or change your PIN. Ask questions about card use. Dispute a transaction. Report lost or stolen cards. Set up optional services. As you can see, your website ALLEGES to take care of customers, My experience is quite the opposite of what you ALLege. I called the following numbers at the noted dates and times, and with the exception of two calls, got put on hold, and then got a message " we are real busy right now, call back later '' and then got hung up on. phone no XXXX I made a total of 13 calls and only got to talk to someone on two occasions as noted as follows XX/XX/XXXX XXXX XXXX This was my first call when I reported a theft from my account from XXXX insurance totaling XXXX That had just happened on XXXX XXXX on XX/XX/XXXX which was 40 minutes after it happended. They gave me claim no XXXX and told me it would be 10 days before I got credit. Called back at XXXX XXXX, and got hung up on, as discussed above. XX/XX/XXXX Got manual claim form in the mail, filled it out, signed it and mailed it back XX/XX/XXXX, XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Was told that it would be 10 days before I got credit for the XXXX XX/XX/XXXX XXXX XXXX Got hung up on XXXX XXXX Got hung up on XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on Phone No XXXX XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on XX/XX/XXXX XXXX XXXX Got hung up on I give you all these details, since I do n't think there is anyone there who is smart enough or gives a XXXX about customers. I am a XXXX and have dealt with banks all my life, and noted that the ones who consider " The Customer is the most important and is always right '' motto are the most successful and profitable, as it is in any business. It is also amazing to me that in this age of electronic movement of funds, this " bank '' still uses manual claim forms. My experience with real banks today has been call and make a complaint and get an immediate credit. All I have been getting is mis-information or totally disregarded. Seems me as a customer is an imposition on the " Anti-customer service '' dept there. As I understand it, Co-America Bank actually runs the dept for SSA. All I have gotten from Co-America are mickey mouse charges of XXXX cents per transaction during the month.
I am writing this letter to let whoever is in charge know that their service sucks in hopes that it will wake them up and get the place staffed properly so that people can be served 24 hours a day, as their ad states ( this is printed at the beginning of my letter for your reference. I am also filing a complaint by attaching a copy of this letter to the following agencies : CFPB SSA FDIC State of Tennessee Banking Commission Congressmen and Senators My attorney XXXXCompany Response:
State: TN
Zip: 38111
Submitted Via: Web
Date Sent: 2017-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-06
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I called my card on on XXXX XXXX 2017 before going to get a money order at XXXX XXXX it said that I had XXXX on my card, I got to the store and only XXXX was on it I cant get a hold of anyone or do anything and this is the 2nd time this has happened. I got XXXX dollars taken off my card and no one can tell me where it went or anything I am tired of this and I do not have any recourse on this.
I can not get a hold of any one with Direct Express because the automated system keeps hanging up on me. It says we are experiencing higher than normal call volume and hangs up on me. this is the only money I get for the month and then I am out of luck.Company Response:
State: WA
Zip: 98092
Submitted Via: Web
Date Sent: 2017-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A