Date Received: 2017-05-16
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My name is XXXX XXXX , I am a Ssi r ecipient who receives my funds on a direct express card. After some unauthorized charges ( approx {$280.00} worth by the same merchant ) appeared on my account before XX/XX/XXXX ( the date I started the charge back process with direct express ). I was finally given a provisional credit for that same amount ( approx XX/XX/XXXX ) nearly two months after I started the charge back process. I was given this provisional credit only to have it taken awa y ( in less than 30 days ) without notice or authorization by direct express. Which is essentially the same action as the original offending company did ( c ommitted unauthorized charge without notice ). It 's been over 90 days ( charge back started XX/XX/XXXX , today is XX/XX/XXXX ) since I started this charge back and I 'm left without resolution. I 've spent over days worth of hours on the phone to direct express over the past three months, and have gotten nowhere. Today 's third call has gained me the knowledge ( from a supervisor ) that my claim was approved and closed out yesterday and I would get a letter stating this and when to expect my money. When asked why I do n't have my money back today after this terribly long hardship the supervisor stated " maybe they are waiting for you to receive the letter before they deposit your funds ''. I 've probably spoken to every supervisor that works for direct express and none of them ever quite seem know what 's going on during my many calls, and even if they did are left at the mercy of their supposed and mysterious charge back department. Of whom has no telephone number to call, and only method of contact is the submitting of a support ticket by the very person who does n't know what 's going on. You are left at the mercy and hope that this support ticket is properly expressed and worded correctly so that the se two parties ca n communicate and your problem will be solved. Which is never the case because the supervisors often leave out pertinent info, and the messages are poorly expressed causing a communication breakdown as the recipient charge back department picks the note off the back burner and comes to a resolution requiring the least amount of effort right or wrong. I 've just given up during past issues regarding fees in the past because of this losing money in the process.
Company Response:
State: WA
Zip: 98632
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-18
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Direct Express says i am dead and suspended my Social security account. I have been trying for over 2 weeks to get someone from direct express or social security to help me. I have called both DE and SS many times and have been to my local SS office 1 time so far, I plan to try again tomorrow. I am almost out of money and i really need some help.
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2017-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-17
Issue: Problem adding money
Subissue:
Consumer Complaint: XXXX XXXX ACCOUNT ... COMERICA BANK DOES N'T SEND UPDATES FOR MY ACCOUNT IN A TIMELY FASHION
Company Response:
State: TX
Zip: 77092
Submitted Via: Web
Date Sent: 2017-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Borrower is in the middle of a purchase transaction and we have been trying to ge t two mo nths stateme nts. 3 weeks later we still do not have the statem ents. Borrower w ill be loosing his lock and possible the home. Need statement faxed to emailed as soon as possible.
Company Response:
State: CA
Zip: 96002
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: DEAR CONSUMER FINANCIAL PROTECTION BUREAU SO IM SUB MITTED WRITTEN COMPLAINT FORM AGANIST AND FINANCIAL BANK COMPANY THAT OFFER GOVERMENT BENEFITS CARDS THREW TH E US DEPARTMENT OF TREASURY SO ASLO I CALL MY BANK CREDIT CARD COMPANY TODAY AND INFORM THEM ABOUT AND TRANSACTION FUNDS THAT WAS MISTAKEN OFFER MY DIRECT EXPRE SS MASTERCARD ACCOUNT 16 DIGIT NUMBER SO ASLO I CAN PROVIDE THE TOLLFREE CUSTOMER NUMB ER I C ALL XXXX SO ASLO WHEN I CALL CUSTOMER SERVICES DEPARTMENT ABOUT MY MASTERCARD ACCOUNT NUMBER THEY SAID THE ONLYWAY THEY CAN TELL ME WHERE MY FUNDS WAS MISPLACE OFFER MY CREDITCARD THEY WILL HAVE TO CLOSE MY MASTERCARD ACCOUNT NUMBER AND START AND INVESITAGATION WILL TAKE 30- 60 DAY S FROM THE DISPUTE TRANSACTION DATE XXXX / XXXX / XXXX WAS THE DATE THAT THE FUNDS WAS TRANSFER FROM MY MASTERCARD ACCOUNT NUMBER TO ANOTHER BANK CHECKING ACCOUNT SO THE SPOKE PERSON I TALK TO OVER THE PHONE IN DIRECT EXPRESS CUSTOMER SERVICES DEPARTMENT INFORM ME THAT THE FUNDS ARE FDIC COVERAGE INSURANCE BUT THEY COULD NOT TELL ME WHERE MY FUNDS WENT EVEN KNOW THE COMPANY HAD ACCESS TO MY MASTERCARD ACCOUNT NUMBER SO I TOLD MY CREDIT CARD BANK COMPANY I DID NOT MAKE FALSE MONEY TRANSFER FROM MY GOVERMENT BENEFITS CARD SO THEY ASLO IMFORM ME THAT THEY COULD SEE THE CARD ACCOUNT TRANSACTION BUT COULD NOT TELL ME WHAT FUNDS THE COMPANY WAS PAY TOO WITHOUT MY CONSENT MAKING MY OWN TRANSACTION CARD ACCOUNT HISTORY SO THEY TOLD ME AT DIRECT EXPRESS MASTER CARD CUSTOMER SERVICES CENTER SOMEONE ELSE HAD ACCESS TO MY MASTER CARD ACCOUNT NUMBER WITHOUT ME KNOWING ITS SO THE BANK CREDIT CARD COMPANY FALIURE TO HONEST PROMISE CONSUMER CREDIT CHARGE BACK TO MY 16 DIGIT MASTERCARD ACCOUNT NUMBER SO I HAD TO CONTACT DIRECT EXPRESS CUSTOMER SERVICES DEPARTMENT 7 TIMES AND WAS STILL UNABLE TO RESOLV E DISPUTE WITH MY BANK CREDIT CARD COMPANY
Company Response:
State: AR
Zip: 716XX
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-13
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Comerica Bank on XXXX XXXX in XXXX Texas took my Identification and disposed of it without contacting me and when I called to fix problem, they sent me on a wild goose chase for a week. They would not accept my check for deposit after they disposed of identification and would never call me back to take care of issue. This is a very serious matter in which I want resolved. This is the worst experience ever with a financial institution I have ever had. I can not open another account without the identification. I 'm in limbo until then. I 'm beyond upset and feel they should be liable for all fees incurred when attaining a new ID IS as well and any pumitative damages.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2017-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I should have done this sooner. I assumed Direct Express was safe. Direct Express/Comercia Bank have cut me off from looking at my own account online! For months now. I had to call them the get XX/XX/XXXX and XX/XX/XXXX sta tements. Accordingly the {$950.00} someone hacked my account for has not been replaced. Now I guess I will need XX/XX/XXXX and XXX 2017 stat ements. They tak e 7 t o 10 days ... They told me they replaced {$850.00} but that is not on either of these statements. They replaced {$100.00} for me to live on for an entire month! They charged me {$1.00} transfer fees and {$4.00} for a new card. Why? I did n't have anything to do with hacking my account. This is the second time my account has been hacked.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-25
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: While on a family cruise with XXXX XXXX XXXX [ XX/XX/XXXX through XX/XX/XXXX ], I used the ships ATM on XX/XX/XXXX to withdraw funds from my Social Security benefits which are paid out to me the 3rd of each month ; I did get a receipt for the ATM purchase but it didnt have a balance, it only showed the ATM requested transaction amount and service fee.
During the cruise, I never used my debit card on the ship or in any ports we stopped at [ XXXX XXXX XXXX and XXXX, XXXX for purchases ; I set up a cash account for the ship because my cruise was not for shopping but for relaxation and family bonding. On XX/XX/XXXX, I made another ATM withdrawal and did obtain a receipt with the transaction, fees and a balance but the balance did not reflect the correct dollar amount. I was unable to check my account because I did not purchase the ships internet package so for 7 days I was without cellphone service and/or laptop/computer service. On XX/XX/XXXX, we docked in the morning and as soon as I got home I immediately went online to check Direct Express to see why my bank balance was incorrect. I was completely taken back to find out that someone had hacked into my account making two ( 2 ) cash purchases on XX/XX/XXXX totaling {$290.00}, while I was on XXXX XXXX XXXX XXXX XXXX XXXX XXXX, in which I stayed on the ship because of the heat. I immediately called the banks customer service and filed a complaint. The banks customer service rep informed me that a fraud investigation would have to be opened and could not guarantee me when I would get my money put back into my account. I close the account and ask for reissuance of a new card ; I was informed if I wanted to expedite the arrival of the new card for a two-day delivery, I would have to pay a fee of {$13.00}. I did and that was deducted from my account immediately after I checked later that day. On XX/XX/XXXX, I made another call to the bank to check on the status of the investigation and was put on hold twice and disconnected both times and was furious. I called back and asked for the supervisor waiting on the phone forever, finally XXXX, the supervisor supposedly, came on the phone and informed me they couldnt put the money back into my account right away and it may take 45-90 days to complete the fraud investigation. He also let me know that if I returned the fraud paperwork back to them within 10 days I may get my money back into my account but there still was no guarantee. I informed him that because his bank was so lapse in allowing my account to be hacked that I now did not have money to pay for my medicines. It was clear and evident he could care less. Also, I was caught up in the OPM breach a few years ago and the government agency allowed my credit records to be monitored by XXXX to keep me informed of any illegal transactions in my name if it should occur. I called them and let them know the situation and fraud alerts were put on the credit bureaus as well as an investigator called and was appalled at how I was being treated by the bank. Finally, on XX/XX/XXXX, I received the fraud questionnaire dated on the cover letter as XX/XX/XXXX [ the same day I made the complaint ] it is clear and evident that the questionnaire was not mailed out until much later. The questionnaire was 3 pages which also requested that I file a police report of the incident. I called the county police department and the officer was at my home on XX/XX/XXXX, one-half hour from my initial call. Made the report, got the information needed from him and gathered supporting evidence and the questionnaire was mailed on XX/XX/XXXX. This situation had me so furious that I decided to investigate US Direct Express and Comerica Bank and their business ethics and was amazed at the complaints made by over 800+ Social Security benefits recipients and regular banking customers. So many variations of violations of customers banking rights that if investigated thoroughly both banking institutions personnel from the Board of Directors to the tellers would be prosecuted for fraud against the public. The Better Business Bureau [ XXXX XXXX XXXX ] and [ XXXX XXXX XXXXXXXX XXXX ] has deemed the banks as not BBB accredited and have given them an F rating. There are so many complaints of outright fraud, misuse of deposited funds, poor customer service, blatant disregard for the disabled, veterans, retirees and aged they are preying on their depositors with no shame, bold and brazen disregard for banking regulations, outright fraud because they have been able to get away with their banking malpractices for so long because no one is coming after them. I also checked on XXXX and the complaints for both banking institutions were a nightmare too. I called Social Security and a service representative told me they couldnt do anything about it even though I let her know that this bank was selected by the Social Security Administration to handle direct deposits for their benefit recipients. How can a government agency select a bank that is practicing fraudulent business practices, be given the permissions of the Treasury Department and also can associate itself with the FDIC and no one is looking out for those who are being stolen from in plain view and complaints are falling on deaf ears. Today is XX/XX/XXXX and still no response from Direct Express and my money has not been put back into my account and I have no resources to pay for medications. Someone should be investigating the fraudulent practices and no one should be able to just take money out of your account and nothing is done.Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am still waiting on a reply from Comerica and have yet to get one an d I have waited at least 2 months for their final determination. Case number previously submitted - XXXX . It would be appreciated if you could find out why she has never contacted me again since I sent her to information that she requested including a copy of the check that was issued to me as a cashiers check! I guess they figured that I would forget and that I would not continue to pursue this. I want a final resolution and my money returned.
Company Response:
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2017-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: I ( XXXX XXXX XXXX XXXX ) had a house in XXXX ( XXXX XXXX XXXX ) j ointly owned with my 2 brothe rs, it was sold via property agent : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX Realtor XXXX # : XXXX Mobile # : XXXX Email : XXXX XXXX XXXX The Escrow is : XXXX XXXX Escrow Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX XXXX XXXX XXXX XXXX Phone XXXX XXXX XXXX XXXX XXXX XXXX Comerica Bank XXXX XXXX ( The banker of the Escrow who wire the fund to me ) The selling of the house w as closed on XX/XX/2017 and I was informed by Escrow via XXXX XXXX on XX/XX/2017 that the fund of USD XXXX was wired to my bank account ( Email XXXX sent by XXXX with Es crows notice dated XX/XX/2017 as attached ) The fund was wired through Comerica Bank in XXXX XXXX . XXXX XXXX XXXX advised me on XX/XX/2017 that an amount of XXXX was credited to my bank account ( attachment : XXXX XXXX ), I didnt know what is the relation between XXXX and XXXX as I cant reach the amount with the market exchange rate. I sent email ask XXXX on XX/XX/2017 and XXXX replied on XX/XX/2017 said will check it ( attachment : XXXX XXXX XXXX ) XXXX XXXX XXXX advised me again on XX/XX/2017 that an amount of XXXX was credited to my bank account, I asked XXXX again with XXXX bank advice ( atta chment : XXXX XXXX and XXXX XXXX ) XXXX XXXX ( E scrow Manager ) replied on XX/XX/2017 that the bank made error and not sending the full amount and XXXX wired XXXX on XX/XX/2017 ( Friday ). XXXX attached the Wire Approval Notification date XXXX from Comerica Bank and also th e 2 Wi re Transaction Detail, 1st Outgo ing Money Transfer {$160000.00} and 2nd Outgoi ng Money Transfer {$3700.00} as per pdf files attached. XXXX replied in her email dated XX/XX/2017 as below : Hi, I have researched this and found that when the rst 2 wir es were sent to XXXX XXXX , the amount I wired and the amount actually debited from our account was not the same. I called the bank to nd out why there was a dierence in what I had submitted for wire transfer and the actual amount wired, I was advised that the banks International Traders, attempted to save us money and obtained a better rate for transfer. I explained to the bank that this is not our companies money, it is our clients money and the full amount needs to be transferred. I submitted the remaining amount of {$3700.00} for transfer on Friday, at that point our bank did transfer the correct amount. I have attached the emails showing the amount requested to be wired and the proof of wire transfer which is dierent. I have also attached the proof of wire transfer for the 2nd wires for the r emaining balance. XXXX replied again on XX/XX/2017 that Comerica Bank convert the 1st remitt ance into XXXX $ with exchange rate of XXXX , this exchange is far below the normal exchange rate, about 4 % difference. I cant convert back the XXXX I received with this exchange unless Comeria Bank is willing to do it. I sent email to XXXX & XXXX on XXXX and request them to ask Comerica Bank to reverse the 1st transa ction or compensate my loss of XXXX , I only get the nonsense reply from XXXX . XXXX XXXX in his email dated XX/XX/2017 giving me some nonsense reasons and doesnt protect his clients interest. I know he has received his commission and it is no need to deal with me again. The questions are : ( 1 ) Why Comerica Bank did not follow the instruction to wire the full amount of XXXX according to the Wire Approval Notification? ( 2 ) Ac cording to the Wire Transaction Detail, it is an Outgong Money Transfer, Comerica Bank received the wiring fee and should Transfer the amount in XXXX according to the instruction. ( 3 ) I t is very clear that Comerica Bank has made the error during the 1st wire but XXXX ( Escrow Manager ) d idnt ask the bank to correct the error of converting the fund into XXXX , she just said she has made t he 2nd wire for the amount short in the 1st wire and the Escrow has paid the full amount. ( 4 ) 2nd wire was tran sferred and I received USD with just the wiring fee deducted, that means the 1st wire is totally unacceptable as XXXX quoted that Comerica Banks International Trader atte mpted to save money for Escrow. ( 5 ) Comerica Bank must compensate my loss for the error they has made and your Bureau should punish them for doing it again.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A