Date Received: 2017-05-11
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: My name is XXXX XXXX . DOB XXXX ; SSN XXXX . I 've been diagnosed with XXXX XXXX on XXXX XXXX , XXXX , and have been an SSI recipient all my adult life. My mother, XXXX XXXX XXXX , DOB XXXX ; SSN XXXX , has been my rep-payee until I got married to XXXX on XXXX / XXXX / XXXX , and she used to own accounts under my name, in effect stealing my SSI funds. XXXX got me a TRO against her, which later got dismissed. I went to SSA on XXXX XXXX XXXX XXXX , XXXX , OR XXXX , and XXXX XXXX got me a XXXX XXXX XXXX , # XXXX XXXX XXXX XXXX , expiry date XXXX . XXXX got ahold of it and stole my SSI deposit on XXXX / XXXX / XXXX . I had to call for a replacement card. When I called Direct Express to change my address to my current one in XXXX , WA, I was told to fax XXXX pieces of ID to XXXX XXXX . Then I was told that they could n't read it at all. All of the sudden they cleared the account but did NOT update my address. On XXXX XXXX , XXXX , XXXX XXXX stole {$620.00} out of my {$660.00} SSI direct deposit, again. When I called DE they were rude to me, especially a customer service rep named XXXX , and hung up the phone on me when I requested to update my phone number and mailing address.
Company Response:
State: WA
Zip: 98661
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: on XXXX XXXX XXXX at XXXX XXXX I was doing what i all ways do every XXXX of the month and that 's pay my bills but this time things did not go according to plan the first time i went to pay my rent the trans action would not go threw it kept saying to check with the card holder for more information so I called Direct Express to see what was going on with my card i was told by their customer service rep that a with drawl of {$300.00} and {$500.00} was made from my account on mat XXXX XXXX at XXXX XXXX from a XXXX XXXX XXXX florida using a du plicate card i was then told to file for a investigation two wa ys the first way was to write down the XXXX XXXX and h and write a letter explaining what happened also put the case no on the letter and sign it so i did that the same day XXXX at my local post office i received a tracking number it got there on XXXX i was told by a level XXXX rep the second way was i could wai t 3 to 5 bus iness day for them to send me the info well on the fourth business day i decided to give them a call about the letter and i was told to wait until the fifth business which is the day that i decide to take further action on XXXX i was told when i asked about my handwritten letter that they had never received it and the he did'nt see any information on my hand written letter but on XXXX a level XXXX agent said that everything was good to go. another thing i experienced was long waiting up to 1 hour i just have to keep calling and calling. a level XXXX agent is hard to get on the phone and when i do the are very impatient and disrespectful this is a very untrustworthy bank
Company Response:
State: NY
Zip: 11208
Submitted Via: Web
Date Sent: 2017-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-06
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: When I was in North Carolina on XXXX XXXX , 2017, I no ticed my checking account at Comerica Bank had insufficient funds. I located the card with the bank routing number and the full account number because that information was NOT on the documentation the bank sent me. I called customer service on Friday, XXXX XXXX , 2017 to as k about wiring funds into the account. I was told my account had already been closed and the only way to resolve the matter was to send a check. Within two hours I wrote a letter, copied it, and mailed a check for {$160.00} to the XXXX ( Texas ) o f Comerica Bank. On Friday, XXXX XXXX , 2017 I re ceived a letter from XXXX XXXX XXXX XXXX XXXX attempting to collect a debt I had already settled and indicating the amount had been reported to XXXX . My account was open for nearly 25 years before it was closed eleven days before I called to make an electronic funds transfer into the account. C omerica Bank acted in bad faith by refusing to allow me to execute a wire transfer, demanding a check, AND submitting my matter to a collections agency on the SAME day. If the only option for settling the matter is for the customer to send a check, then ample time must be allowed for the check to actually be received before the matter is submitted to a collection agency. I have disputed the charge with the collection agency and written multiple entities of Comerica Bank to communicate my view that the bank 's business practices are unacceptable. I am contacting this federal agency because my husband had a similar experience with a Comerica account he held in Michigan for many years. It is not an accident that a couple married for nearly 26 years would have peculiar experiences with branches of the same bank opened in states as distant as Texas and Michigan. I respectfully request exploration of Comerica Bank 's business practices because they are not clean.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-27
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I was scammed by someone in Florida when I stay in Mississippi on XXXX XXXX ,2017. The y took {$730.00} off my card and I have not received the money yet and it 's XXXX XXXX ,2017. Ini tially they told me it would tak e 30 to 45 days to dispute this matter and today they tell me it will 45 to 90 days. They are giving me the run around and not being truthful!! I need help
Company Response:
State: MS
Zip: 39211
Submitted Via: Web
Date Sent: 2017-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I was alerted by the fraud department that my Direct Express debit card issued by XXXX for XXXX payments had been charged excessively in a short period of time. I asked them to cancel the card and I filed an official dispute complaint with them. This was XXXX XXXX , XXXX . The charges were made from a foreign country and I was told the investigation would take up to 90 days. I have called periodically and furnished them with detailed transaction information. I learned the fraud company had used XXXX to access my funds which were taken from the Direct Express master card. So I also filed a complaint with XXXX per Direct Express instructions. I was refunded partially by XXXX , they explained that they could not recover all the funds as the money was not in the fraudsters account. So I went back to Direct Express. They told me that they had stopped investigation since XXXX had issued partial refunds. This is unacceptable. I had over {$2500.00} taken, all in small amounts of XXXX , XXXX , XXXX , XXXX etc. amounts. About 50 transactions. I believe I have been refunded only {$300.00} or {$400.00} thus far. Every time i have called Direct Express I have not been able to get them to release the remainder of my money. I am XXXX , I need to pay my property taxes which are now overdue. I have no other income source or savings and I can not afford to take this huge loss. I have faxed the information to DIrect Express and XXXX . I have tried to be patient. I have asked for them to escalate my issue at Direct Express. I have been told I can not directly speak to anyone in the fraud department or a manager. I have to call them. I live in a remote part of the XXXX XXXX and have to be driven into the closest town , 25 miles away to get a good enough cell signal to talk to them at the number printed on the back of the card. Can you please find a way to help me recover the rest of my funds? I called them three times XXXX XXXX , and the call kept getting disconnected when they put me on hold. I begged them to call me back if they disconnected me and they said they could not make outgoing calls. I have received no mail or calls from them. All the contact I have made has been me calling them asking for a status update. I ca n't keep waiting and re explaining myself every time. I am taking daily prescribed medications that make me groggy. I do n't have anyone to help me fight this battle. If this was a normal bank I would have been given some kind of provisional credit to use while the investigation was underway. I have a hard time expressing myself and sense of urgency in a way that gets results. Please help.
Company Response:
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-21
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: My ex boyfriend threatened me with a knife and went to jail on XXXX / XXXX / XXXX . He then proceeded with the help of his niece to make XXXX fraudulent charges to my XXXX XXXX XXXX debit card. XXXX charge was for XXXX to XXXX on XXXX , the second charge was for # XXXX to XXXX on XXXX . I opened a dispute and they are claiming I am the one who made these charges when I did NOT. I asked in writing for the dispute to be reopened and I want the money refunded to my debit card asap. XXXX all of my information and stole it. This is identity fraud/theft.
Company Response:
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2017-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I will be following this up with a letter to the bank, but thought this might be another avenue to reach someone. Recently I took my father, the accountholder, to the Comerica Bank branch in XXXX XXXX , CA. The purpose was to order a duplicate XXXX and copies of relevant statements on the account because we believe that funds were withdrawn without proper authorization. The statements will be needed for legal action, however, we did not relay that information to the staff at the branch. Upon first speaking with th e Branch Manager, s he told us we had to go back to another branch to order the documents. That makes no sense since we can visit any branch to transaction business, why did we have to be inconvenienced by going to another branch to request documents. Then we were told since the account was closed she could not provide bank statements. We understand there is a charge for copies of statements but she kept insisting that since the account was closed we could not request copies of statements. In fact, her last directive to us was that we had to serve a subpoena in order to receive those copies. By the way, the account had only been closed since XXXX XXXX and the account has been opened since the late XXXX 's. I work in the banking industry and know about record retention and the facts as given to us were simply not accurate ( requiring a subpoena to obtain customer documents ). Lastly, we wanted to order a XXXX on the account since it appears to have been misplaced. Again, we were refused and told to subpoena documents. When I asked to speak to her supervisor, she gave me their number fo r Quality Assurance at XXXX . I did in fact call that number and to this day have not received a call back. In fact, while in her office she called the same number and received a voicemail. I asked " What number do you have to call as a Branch Manager wh o needs immediate assistance ''. She said she calls the same number. I wanted to immediately talk to someone of higher authority and was essentially refused. XXXX XXXX XXXX XXXX . XXXX XXXX XXXX XXXX , CA XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: We are a XXXX ( XXXX per year ) and we banked with Comerica for four years. We found them to be very self-serving and not honest. We had enough of their Trumpian ways and have found a smaller community bank to handle our precious money. We will go out of our way to pass the word through online reviews that this bank is not a good choice for honest people.
Company Response:
State: MI
Zip: 48442
Submitted Via: Web
Date Sent: 2017-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-07
Issue: Unauthorized transactions/trans. issues
Subissue:
Consumer Complaint: TIMELINE OF EVENTS RE : FRAUD INVOLVING DIRECT EXPRESS ACCOUNT XXXX/XXXX/17 @ XXXX I went online to make my car payment. I received an error message that my payment could n't go through. I went to the Direct Express App. to check my account. My SSA check was deposited on XXXX/XXXX/17 @ XXXX. But my balance showed {$9.00}!! I looked at the transaction history and an IVR Transfer was done in the amount of {$1000.00} plus a {$1.00} IVR Transfer fee. -See printout ( How did they know the amount to take out? Even with my account info they could n't see my actual account ) XXXX/XXXX/17 @ XXXX. I called Direct Express @ XXXX. I kept getting a recording saying they were busy and to call later. I was extremely upset! I kept calling over and over until I finally got through. I explained the situation. The lady looked at my account then said I needed to be transferred to a level XXXX rep. When she transferred me it again went to a recording that they were busy and to try again later!! By this point I was furious!!! At about XXXX. I finally got through again. I again explained the situation and again she said I would need to be transferred to a level 2 rep. I asked her if there was a way to make sure I get through because I had already been through this! She said no. I would just need to keep trying. I said ok! Ill call this number over and over until this is resolved!! Someone stole my money!! When she transferred me I could still hear the noise on her line so she must have warm transferred me. I again explained the situation. The guy asked me some questions then said he would forward my dispute to the investigation team and I would receive paperwork in the mail that I need to complete and send back. I asked if he knew how long it would be before I would receive my money back. He said he was n't sure depends on the investigation team. I asked if he was saying I had to wait until after they did the investigation before I would see it. He said yes. I told him I will lose my house and car! He told me he would put a note that I had important payments to make. I asked him if they could just stop the transfer since when I have done transfers its always taken 3 days. He told me no. That the thieves did it to where it was automatic. Like a cash withdrawal. That the money was gone. I asked how the heck they did that? He could n't answer. I then asked if I should make a police report and he said yes, that would speed the process a little. ( How did someone transfer money from my account automatically when that is not something available to me?! If Direct Express does n't offer that why would they release the funds? ) XXXX/XXXX/17 @ XXXX I called XXXX, explained the situation and that I needed to make a police report. XXXX/XXXX/17 @ XXXX Officer XXXX ( Badge # XXXX ) returned my call. I explained the situation, he seemed baffled at how this had happened when I explained the money was transferred. He also did n't understand why it would take so long to get my money back. He asked me to call Direct Express back and ask them ; How the money was taken, Did they have any information on the thieves such as account number or where they were located? I had explained they did n't seem to either want to give me info or have info when I had spoken to them. He gave me a case number ( XXXX ). I did some research online to see if this was something that happens often with Direct Express. They have an F from the BBB! I read some of the reviews and was appalled! Why would Social Security continue to do business with them!! - See printout
Company Response:
State: WA
Zip: 98312
Submitted Via: Web
Date Sent: 2017-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: wallet & phone were stolen out of his vehicle while he visited a convenient store XXXX XXXX. Today XXXX XXXX, I asked daughter to help me call Direct Express, https : //www.usdirectexpress.com/, to cancel the card and reorder a new one, I asked daughter to help me with the conversation and the Customer Service Rep became very angry and raised his voice and yelled to put XXXX back on the phone. He asked my information and that I would be getting a new card, well today I call back again because my card never came in the mail, The new customer rep told me that it was never reissued because of my daughter being a 3rd party on the call. I have been extremely XXXX out over this, I cant believe I waited all this time for nothing. I never did get the name of that man because he would not give his name.
Company Response:
State: TX
Zip: 78237
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No