Date Received: 2017-01-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I had a Comerica checking account from XXXX XXXX, 2016 to XXXX of 2016. The branch manager is XXXX XXXX. Her phone is XXXX. Branch is located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I need access to check images from this account for tax purposes. Comerica is trying to charge me {$5.00} per check image. There are a total of XXXX check images, which could come to {$1500.00} to access electronic documents. I 'm fine with electronic banking, which saves paper and postage, but I should be able to access my own information for some reasonable fee. Comerica 's business model seems to be based on predatory fees. ( For instance, overdrafts are assessed XXXX fees -- XXXX for {$36.00} and another for {$25.00}, making a total of {$61.00} per overdraft. They also start with the smallest overdraft rather than the largest to maximize their take. ) I 'm perfectly willing to pay some kind of reasonable fee to gain access to my account info, but {$1500.00} is ridiculous. The branch manager is much more interested in squeezing more money out of customers so she can look good on her quarterly statements than working with me to find a reasonable solution to this problem.
Company Response:
State: CA
Zip: 95062
Submitted Via: Web
Date Sent: 2017-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-02
Issue: Unauthorized transactions/trans. issues
Subissue:
Consumer Complaint: DirectExpress gave SSI funds to a car rental company ( XXXX ) vs having the funds available for use, living expenses. I did not have knowledge of any dispute or outstanding debt I supposedly had with any merchant. The first cpl times I called in I was told XXXX had a dispute with me. None of it made sense to me. I had leased a car for 3 days in XXXX, but now they are keeping my SSI monies in the negative initially For - {$3900.00} and keeping my checks to pay off this negative amount. Which would be another 6 months of me negative XXXX balance. Due to their mishandling of my Monies -i am now homeless and suffered a XXXX. I am more then slipping thru the cracks, I have slipped - I 'm all the way down. I need someone to advocate for the funds that I 'm legally entitled to as well as the fact that my benefits are federally protected. Ever since I 've contacted them on XX/XX/2016 they have played games with me. The first dispute they never sent me any information on. They always pretended they were going to send me the dispute packet until their 45 days of investigation had ended, then I received a denial letter. So I wrote a complaint to the Treasury dept. The next thing I know I get a phone call from a man named XXXX at the email address : XXXX. He 's lead me to believe he was acting on my behalf, opening another dispute and asking to jump thru another hoop. I 'm writing to ur agency to ask that u would on my behalf give them a swift kick in the but. XXXX has done the same thing, left me hanging onto hope that this matter would be remediated and he was working on my behalf wherein he 's done the same protocol. Having me hang on and be hopeful and then close and dismiss my dispute. He knowhat SSI funds are federally protected and that I 'm doing every imaginable thing to survive this major set back. XXXX and DirectExpress know they could come at my Dispute from a number of directions yet they choose not to. I was so happy to find ur organization, and some of the cases uve worn in the courts. If any agency could be helpful to my situation. And the sooner the better. Allow me to thank u now for any all work u do on my behalf. Sincerely, XXXX pH : XXXX DirectExpress Tracking ID : XXXX
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-22
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I had a fledgling company take money off my Direct Express Card that was not authorized. Direct Express told me I would receive a provisional credit on the 10th business day I am having a hard time getting that credit was an emergency I have no heat in my home. I was told the day I file the credit I would be eligible and I would receive a provisional Credit Now the story is being changed and being told that it is not guaranteed I get hung up on I get very rude service I have contacted the XXXX the FTC the cfpb the Secret Service Agency for fraud the Social Security Administration direct express and Comerica. Please push it along so that Direct Express has to refund this money that is supposed to be fdic-insured thank you
Company Response:
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2016-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-13
Issue: Unauthorized transactions/trans. issues
Subissue:
Consumer Complaint: I have the children 's social security and my XXXX pension deposit on Direct Express Debit card. This has happen in the past as well and YOU did NOTHING to hold these criminal at Direct Express accountable. In the recent incident two vendors XXXX XXXX for {$85.00} plus {$89.00} and XXXX. XXXX XXXX {$84.00} both of New York. Have without authorization taken out money from my account. BOTH were told they NEVER EVER had any authority to withdraw and money from my account. XXXX XXXX has NOW done so twice. EVEN after both them and Direct Express to stop. Direct Express said it would NOT stop those transaction and refused to take any action that stop that vendor or others in gain access to any money in my account. In the past they said as company they felt need to redirect any social security funds back out to other businesses. In the last 3 or 4 incidents and in my dealing with Direct Express that have STOP making such remarks. BUT are clearly doing every thing they can to encourage that type of theft. I have accounts with other banks as well as credit cards. I have never met a credit card business that was refused to help it clients and to openly encourage that type of theft. There was about a 5 day period where it says the transaction is pending and should be reverse able. Direct Express refused to take any action till after the funds have completed it transaction and can ONLY be returned by the free will of the merchant. This is beyond insane. It is 2016 there are many legal and ethical businesses working online. So of the best deals are online. Direct Express will not allow me to pay for my mobile phone with XXXX that offers the cheapest service. There are other vendors it will not allow me to use. I had contacted them and Direct Express said those vendors had ties to terrorist group. I had contacted many afterwards ALL had denied any connection to terrorists. Direct Express had noticed and pointed out I had a single Pay-Pal transaction. They claimed with Pay-pal they could do an instant refund. Prior to tis nightmares other then XXXX customer service I would said I like Direct Express as means of handling Social Security and my XXXX pension. It seem to work like a BANK in handling direct deposit, did not charge a fee for doing nothing at all. And it was suppose to not allow any bounce check fee. Direct Express is clearly idelaogy opposed to hand federal funds to children collecting social security and federal pension funds. Pleas take the most aggressive action possible against Direct Express. XXXX
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-13
Issue: Unauthorized transactions/trans. issues
Subissue:
Consumer Complaint: Somehow my number was stolen and used to purchase merchandise online. I immediately noticed the charge and tried to call to get it figured out. I get my social security survivor benefits through Direct Express, and as far as I can tell so does anyone else who does n't do direct deposit. My issue with this company is that they have only one way to get a hold of them, one phone number. I am on day 12 of trying to get this money back that was stolen from me. I call every single day, at least 3 times, and the automated operator who comes on when they transfer you to a tier XXXX agent, just says it 's too busy, call back later, and hangs up. I have only made it through twice, and that did n't go well. They re saying it will be at least 8 weeks to refund the money back to my account. I do n't understand why they have that right, I feel like i 'm being victimized by them, I have had no help whatsoever in this matter. I even got the address to where the stolen merchandise was sent, and they don, t care, did n't want the info.
Company Response:
State: CA
Zip: 95356
Submitted Via: Web
Date Sent: 2016-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I originally opened an account with XXXX that was converted following XXXX acquisition by Comerica Bank. Since I was unable to retain my old account type ( with no minimum balance or fees ), To better serve my needs, I converted the account to a " Premier Checking '' account with a {$5000.00} minimum balance to avoid fees and inactivity charges. At some point over the last two years, Comerica apparently changed the parameters for their Premier Account to involve a much higher minimum balance to avoid a service fee. I was not informed of such change, and I presume that my account was grandfathered under the old conditions, as I was never charged a service fee on the account. After several years of just collecting interest, the account went pre-escheatment status and I was informed that I needed to take action to keep it from being sent to the State of Texas. While taking the steps to avoid escheatment, I noted that I had suddenly started receiving a {$22.00} service fee on the account despite the fact that nothing had changed in my balance or the type of account that I had.. I notified the XXXX location of the issue. The banker had no product knowledge and was unable to explain to me what happened, but did show me the parameters for the new " Premier Checking '' account, which now required {$25000.00} for a minimum balance. We concluded that when my account was dormant, it was either grandfathered or simply not getting charged, but when it entered pre-escheatment and was reactivated, the fees started occurring. The banker helped me convert the account to Comerica 's new {$5000.00} minimum balance account and assured me that she would get the fees refunded. My next statement came and not only were the fees not refunded, but a third fee had processed on my account. I came back in and was once again told that the account would be converted to the proper account, but somehow XXXX fees had accrued before this happened. I have made five trips to Comerica over the last few months and the experience has been the same each time. There is never a manager available to speak with me, and I would have to wait over an hour each time to speak to someone who could actually help me. Whether I speak to a banker or a teller, no one at XXXX different branches can pull a sufficient transaction history that shows the fees, no one can be bothered to pull statements from those time periods, and while they keep claiming that all of the fees have been taken care of, my balance is still short of where it was before the fees started accruing, despite the fact that I have never added or removed money from the account in question this year. I have been promised call backs on XXXX different occasions from branch managers at XXXX different branches ( including XXXX and XXXX ) but have not yet once received the follow up call back. On my last visit, I requested information for the District Manager and Regional Manager, but instead was provided a long-distance number to a " Quality Process '' department that is supposed to handle complaints. Upon departing the branch, I received a call from the teller who I had just spoken with. She mistakenly called me while trying to call one of the other branch managers to warn them that I was calling Quality Processes and to " cover their XXXX '' so they did n't get in trouble. When I informed her that she was speaking to the very customer that she was complaining about, she promptly hung up on me. It has been one week since I reached out to Comerica 's Quality Processes department and left messages for them, and no one has bothered to return my calls. I 've even notified them via social media and their social media team has assured me that they have forwarded my complaint, but my calls have not been returned. I was incorrectly charged XXXX {$22.00} fees and I just want my money back
Company Response:
State: TX
Zip: 77042
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I am XXXX, in a wheelchair, and my only income comes from XXXX. On XXXX XXXX, 2015, I went to an ATM to take out {$100.00} on my Treasury recommended Direct Express/Comerica Bank prepaid debit card. Several days later I learned that on that same day someone had taken out a total of {$1400.00} on my account, basically my entire monthly income. I submitted a fraud complaint to the bank. I also went to the police station to file a complaint. The police investigated my complaint. They showed me a video of my XXXX XXXX ATM withdrawal. The video showed a woman standing behind my wheelchair while I withdrew money and then later withdrawing my money. In XXXX 2015, I got a letter from Direct Express that they denied my fraud claim and would n't return the money stolen from me. I never learned why but when I called Direct Express they said they would reopen my fraud claim. It has been over a year since that time and Direct Express has still not completed my fraud claim or returned the money stolen from me. I gave my police report to Direct Express on several occasions long ago but they refuse to give me a time when my claim will be resolved or my money returned. I have attempted to get help from legal and other non-profit advocates. Direct Express refuses to talk with these advocates, even when I am on the phone with them or they offer to provide an authorization. I 've called Direct Express dozens of times in the past year but they wo n't tell me anything. Not only is Direct Express not helping with my fraud claim, they are refusing to let others help me with it. I have a limited understanding of my rights in this situation and Direct Express has made it impossible for anyone to help me.
Company Response:
State: CA
Zip: 946XX
Submitted Via: Web
Date Sent: 2016-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-28
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I have had a problem with the " Direct Express '' debit master card account! I had XXXX different deposits ( returned merchandise ) from the same merchant into my account on XXXX/XXXX/2016 neither transaction reflects in my account! I have contacted the customer service numerous times to no avail! They refuse to allow me to dispute or file a claim for the money they have received from the merchant, and not deposited into my account. I am seeking your help to get my money from this Direct Express bank.
Company Response:
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2016-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XX/XX/2016 at XXXX charges were made at a XXXX store # XXXX in XXXX XXXX. I live in the state of XXXX. The first charge was for XXXX @ XXXX, the second was for XXXX @ XXXX. The last purchase I made was at XXXX at the XXXX XXXX XXXX in the town where I live in XXXX. When I found the fraudulent charges on XX/XX/2016 I immediately called and reported them, and I disputed the charges, and cancelled my card. Direct Express refused to put the funds back on the card even though they seen the charges were made in Ny. But still wanted me to dispute them which they say takes XXXX days. I called on the XX/XX/XXXX, they had no record of me disputing the charges! So I had to start the process all over again. This is my XXXX check, and my account is drained. They tell me there is no phone number to talk to the people who investigates fraudulent charges nor is there a corporate number to call. Something is n't right with this company.
Company Response:
State: KY
Zip: 411XX
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-15
Issue: Unauthorized transactions/trans. issues
Subissue:
Consumer Complaint: I receive XXXX for my son on the XXXX. On XX/XX/XXXX I went to the atm to take out money. The machine said I was exceeding my balance so I checked online. Noticed that someone in XXXX had withdrew XXXX $ from my card. I had my card the entire time. So I contacted direct express immediately. Filed the claim for fraudulent transactions. They told me I needed to write a letter or wait for their paperwork and send it back. I decided not to wait and sent out my letter on the XX/XX/XXXX which the confirmed they received on the XXXX. To this day of the XXXX I have yet to receive their paperwork. I call them everyday and all they tell me is I have to wait for them to complete the investigation which will take 45-90 days to receive credit. I am being evicted from my home as this is my only income. I have done everything they have asked and no credit. They also charged me for a new card which is n't fair since I have my old one and charged me shipping.
Company Response:
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No