Date Received: 2023-08-10
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: On XX/XX/2023 I went to and ATM machine from a company called XXXX, which is the designated ATM machine to use my DirectExpress where my Social Security retirement is deposited. I attempted to obtain {$300.00} cash from the machine. It went through the transaction, subtracted the money from my account but did not disperse the cash. Direct Express has been not at all helpful and have been have spoken to me in a very derogatory manner and you can never get thru their line without waiting a minimum of XXXX minutes on hold. All I want is the {$300.00} that I am now short. I live on a fixed income and his is very stressful for me. I cant get a straight answer out of DirectExpress except that it will take at least another XXXX weeks. How can this be when the ATM company has told me that all they have to do is verify that the money was never taken out of their machine and I should have it credited back to my account within XXXX to XXXX hours. It is now been XXXX days. What can I do?
Company Response:
State: CA
Zip: 95660
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: In XX/XX/2021, became informed of fraudulent charges on card... they were charged in XXXX, Maine ( XXXX ), XXXX... all charges came out to over XXXX... I made many inferences to customer service about charges on XXXX XXXX. I can PROVE I never went to any of these places... I requested copies of all charges on account ... agent told me to look over all charges and see if more show up that she is unable to see on computer ... then highlight ALL charges and send documents back to cc company and they would make sure all gets taken care of ... I did everything I was told to do to prove my case... BUT instead of making me whole by replacing my money back in account... The customer service agent informed me she see 's only {$1800.00} showing ... A few week 's later I received a letter, basically saying the businesses who the fraudulent charges, two said they refunded the amounts ( NEVER HAPPENED ) and that my case was found that I made charges... BUT as I said, I CAN PROVE MY CASE -- my passport was EXPIRED before all charges were made ... .AND I DON'T have ANY traveling stamp 's at custom 's. Bank or Credit Card info - Government VA XXXX PAYMENT CARD -- DIRECT EXPRESSXXXX XXXX XXXX XXXX XXXX XXXX PLEASE HELP ME RECOVER THE MONEY WHICH WAS TAKEN FROM MY ACCOUNT, UNLAWFULLY. I appreciate your time... Sincerly, XXXX XXXX
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: While trying to fix the problem with my account and card with no help and no way of contacting them, there parent company claims no responsibility. After going down to social security and having them not able to help I found out that this is standard practice for Direct Express to lock people out of there accounts, I think it's time to start holding the parent company responsible because you have no recourse against a faceless company with just a phone number that they can just disconnected. There parent company has to be held to account COMERICA BANK.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I was honestly discharged from the XXXX XXXX after 5 years of service as an XXXX XXXXXXXX XXXX After my discharge I struggled reintegrating back into civilian life and I filed a claim with the VA and I started receiving a 60 % XXXX rating for compensation for XXXX XXXX XXXXt. And unfortunately on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX and on XX/XX/XXXX of XXXX I was sentenced to XXXX for a term of 5 years 8 months after I was sentenced I released my personal property to my then girlfriend XXXX XXXX. I released all my personal effects my pants my sweatshirt my hat my wallet because they destroy the property once the XXXX if you don't have money to mail your stuff home. About 2 months into my sentence my girlfriend quit writing me and answering my phone calls about XXXX of XXXX. I was released XXXX XXXX on XX/XX/XXXX of XXXX I called my bank that received my federal benefits Direct Express to access the funds I had assumed I had accumulated during my sentence I could not access my account because I did not know my 16 digit debit card number cuz I've been some years since I've seen it. I then contacted my ex XXXX XXXX and asked her about my PIN number and my 16 digit card number which miraculously she still had. She then gave me the information I called Direct Express and I access my account I had {$0.00} in my account. I then requested Direct Express to send me the last two years the bank statements which they did after they arrived in the mailbox I opened them and read through them it was appalled at what I found someone had spent every single dollar that was deposited into my bank account both VA checks and my stimulus checks. For a total of {$18000.00} I didn't immediately called Direct Express and filed a dispute about the theft. 2 months later I was denied due to some federal law stating that I had 120 days to file a dispute of the transactions in question well I was XXXX XXXXXXXX I wasn't receiving my bank statements I wasn't in any position to manage my account and know what exactly was going on with it. But yet they denied me even though I sent them a copy of my XXXX order stating that I was in XXXX for that time frame. Needless to say I was pretty upset and confused on how they could deny me so I escalated my claim and was denied a second time and the reason for denying me a second time was apparently my ex or somebody put {$200.00} on my inmate welfare account and apparently it was from my account. I sent them 16 months of disputed transactions and they denied me for a transaction on there that I didn't do for my own account and they said that I am benefiting from the fraud because I had received {$200.00} I'm just building XXXX and they denied my claim for {$200.00} that I didn't even know was put on my books for my own account? Needless to say I am beyond upset with Direct Express. When you get money put on your books in XXXX they give you a receipt saying the amount they don't tell you the person who put money on there they don't give you the account number they don't tell you you know had I known that she'd use my card I would have stopped it immediately which in fact I did try to stop it halfway through my sentence because I figured something was off because she quit writing me and answering my calls I then wrote Direct Express explaining to them that there's a possibility somebody is accessing my account and I wrote them multiple letters from inside the XXXX which they never responded to. So I feel that it's on them for allowing someone to access my account even after I had explicitly wrote them letters saying to put my account on hold until I can be sure that nothing is going on in my account. The bottom line is nobody had a permission to use my card to use my bank account. The money was stolen for me and the right thing to do is to have it returned to me I have now exhausted all the means I have with that company and I am trying different avenues in order to resolve this.
Company Response:
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The company- Comerica Bank- has refused to cooperte or even to meet with us to resolve the XXXX XXXX, pervasive and continuing practices and actions that have resulted in the illegal discrimination and redlining perpetrated against the protected class of XXXX XXXX.
Company Response:
State: TX
Zip: 77081
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I received my Social Security payments through a Direct Express card beginning with XXXX. My XXXX had a XXXX and my family and I were having to travel back and forth from XXXX ( XXXX ) and XXXX, GA. Total by XXXX charged my account in XXXX XXXX times {$110.00} for XXXX XXXX phone. I couldn't get XXXX to correct the charges, so I tried through Direct Express. My XXXX XXXX later in XXXX and I need the money to make payments for the XXXX, etc. My card was " Hot-Carded '' on XX/XX/XXXX and a new card allegedly mail out to me. As of XX/XX/XXXX - STILL no card and I can't get anyone on the phone to discuss it, nor is there a link on the website to assist. Please, please help!!
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: comerica bank has stolen XXXX $ from me for the transaction by the franchise XXXX XXXX ( XXXX ). XXXX charged XXXX $ on XXXX, XXXX, 2023 under the merchant name XXXX XXXX XXXX ( and not under franchise tax board, which is illegal by XXXX and comerica bank both are manipulating bank statement records ) and also the total amount charged that shows up on the statement is {$1500.00}, which included {$100.00} processing fee by the comerica bank. comerica bank should have done a separate transaction for {$100.00} debit fees and did not do that and obviously manipulated my bank statement records too. And XXXX gave me the credit for XXXX $ but comerica bank is not giving the credit for {$100.00}. Mistake was done by the franchise tax board, they told me, they could not find my tax return, and when I called in, they found it and reversed the charge. This is not my fault. comerica bank should go after XXXX, and not me. Comerica was already stealing money out of my account in the amount of {$1400.00} for the XXXX. And now is charging me XXXX $ too. And on top of that comerica manipulated bank statement so that XXXX $ won't show up as a separate transaction on the bank statement. {$100.00} charge is added to XXXX charge of {$1400.00}. This is bank fraud. For example, if I make a charge of XXXX $ at XXXX XXXX Restaurant, that does not mean comerica can charge me XXXX $ for the dispute and make it {$30.00} charge to me and not show it separately on my statement. This is total manipulation of the legal system. I have spent a lot time talking to comerica employees, and comerica should pay me XXXX $ extra in addition to the XXXX $ for all the time and trouble that comerica has caused me. And also straighten out the bank statement that will show a charge of XXXX $ as a separate transaction. Just for the record XXXX reversed the {$1400.00} charge on XX/XX/2023. Moreover, I did not owe {$1400.00} to XXXX, why comerica bank was stealing money out of my account for XXXX, comerica bank should pay the XXXX $ charge and pay me extra $ XXXX for my time and troubles. Moreover, if any one made a claim of discrimination, they need to prove their claim of discrimination, because my father is XXXX, my mother is white, I look brown, and I am originally from XXXX, which is an XXXX country.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Dear Representative, I am writing this letter to file a formal complaint against Direct Express, a financial institution that I have been dealing with regarding fraudulent charges on my Direct Express credit card. I believe that my consumer rights have been violated, and I am seeking the assistance of the Consumer Financial Protection Bureau ( CFPB ) to address these issues and seek a fair resolution. Below are my issues : 1. Issue 1 : There were 12 fraudulent charges from XXXX XXXX on my Direct express card. On XX/XX/2023, I was fraudulently charged {$150.00}. On XX/XX/2023, I was fraudulently charged {$170.00}, {$64.00}, {$100.00}, and {$260.00}. On XX/XX/2023, I was fraudulently charged {$100.00} and {$55.00}. On XX/XX/2023, I was fraudulently charged {$390.00}, {$70.00}, {$240.00}, {$190.00}, and {$53.00}. o Date of Occurrence : XXXX o Supporting documents : Exhibit A. Contains billing statements from direct express. 1. Issue 2 : On XXXX, I filled a dispute with Direct Expresss Dispute Resolution Department for my fraudulent charges, totaling, {$1800.00} from XXXX XXXX. On XX/XX/2023, Direct Express sent a letter that they were denying my fraud claims. Direct express said they were denying my claim, because they found that the transactions with XXXX XXXX were authorized. Direct Express told me to contact XXXX XXXX directly. o Date of Occurrence : XX/XX/2023 o Supporting documents : Exhibit B. Contains a letter Direct Express sent me regarding my reports to the fraudulent charges. XXXX. Issue XXXX : On XX/XX/2023, I sent a letter to Direct Express to appeal their denial of my claim. In this letter, I included the fact that XXXX XXXX confirmed that they have no record of my fraudulent charges, but they are aware of fraudulent charges similar to mine. I also included that, XXXX XXXX said that, they can not reverse the charges without a dispute from Direct Express. Towards the end, I told Direct Express to reply with a written explanation of why my dispute claim was denied, and what steps they would take to investigate the matter. Direct Express still has not sent a written explanation. o Date of Occurrence : XX/XX/2023 o Supporting documents : Exhibit C. Contains a letter appealing Direct Expresss decision to deny my fraudulent charge claim. Actions Taken So Far : I filed a dispute form. I attempted to call and write to Direct Express. I wrote an appeal letter to Direct Express after they denied my claim. In the appeal letter, I requested that they send a written explanation of why my claim was denied, and what steps they took to investigate the matter. Desired Resolution : The best resolutions would be for Direct Express to provide a written explanation of why my claim was denied the first time, and what steps they took to investigate the matter the first time. Also, for Direct Express to re-evaluate my dispute, because in my appeal letter, I provided more factual information that responds to the concerns Direct Express had in the first place. Finally, the fraudulent charges totaling {$1800.00} should be refunded to me. I have attached copies of all relevant documents to support my complaint. These documents include a billing statements containing the fraudulent charges on my Direct Express credit card, and letters to/from Direct Express XXXX I am hopeful that the CFPB will review my complaint and work towards a fair resolution in a timely manner. I request the CFPB to investigate the matter thoroughly and take appropriate action against Direct Express if necessary to ensure they comply with consumer protection laws. Please acknowledge receipt of this complaint and inform me of the next steps in the process. If you require any additional information or documents, please do not hesitate to contact me at ( XXXX ) XXXX. Thank you for your time and anticipated cooperation to this matter. Regards, XXXX XXXX
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Direct express is holding my ssdi payments for over two months. First attempt of transfer : my balance reflected the withdrawal for two weeks and they blamed Bank XXXX XXXX, after two weeks my balance was corrected and showed the reversal of transfer a day after the transfer. I literally didnt know where was my $ from XX/XX/XXXX to XX/XX/XXXX. Then they said I wasnt verified, I sent them on XX/XX/XXXX all the info they asked and included the routing number ( my bank doesnt provide on their statement ). They said they would contact me, never did. On XX/XX/XXXX found out they refused to verify me bc of routing number wasnt on the statement. XXXX, manager told me she cant talk to decision making department. I am not in the state & XXXX and my bills havent been paid. They refuse to contact my bank, this will take another several weeks, thank god direct deposit from ssXXXXi went through for this month, apparently same bank information was sufficient for ssXXXXi it is not enough for direct express to release the . Social Security should stop using their services, we have no choice in this not at least for a few months till the direct deposit process gets through.
Company Response:
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My pre-paid debit card was not working at all locations so I called Direct Express and they sent me a new card. When I went to activate new card upon receipt, they are refusing to let me use the account despite verifying my account several times and providing all required documents. They initially requested my Drivers License which I provided and they said they needed more informaiton, and yet, they still will not give me access to my accounts. When calling them - now they want my birth certificate and i'm currently in California visiting my son where they sent my new card to but my birth certificate is where I live in Florida. This is ridiculous and they refuse to share what the issue is with my account. Meanwhile, i'm unable to see my account, withdraw monies or have any access whatsoever despite confirming everything to them. What a fraud of a company.
Company Response:
State: FL
Zip: 33844
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A