Date Received: 2016-07-28
Issue: Unauthorized transactions/trans. issues
Subissue:
Consumer Complaint: my debit card direct express debit card which is issued by the social security administration in order for me to receive my benefits each month on this debit card. on XXXX XXXX I filed a dispute over my wallet being stolen as well as my direct express debit card, i did call and cancel the card on XXXX XXXX, the individual whom had stolen my wallet was able to access my account of course by my wallet being stolen so was my social security card in it as well. the individual was able to call change my pin and access my funds on my debit card {$400.00} to be exact .this was a debit transaction from an atm machine. I called direct express on XXXX XXXX filed a claim dispute with the card company, i followed all requests for information pertaining to this dispute claim, I have been relentless in calling direct express level 2 fraud dept as to inquire about my pending fraud dispute. over and over I am getting conflicting comments as to the dispute. they know then they do n't know. a provisional credit is suppose to be credited to my account, I have yet to receive it ... direct express has made it difficult if not impossible to bring this dispute to a close. it seems as if they direct express debit mastercard issuer are systematically giving excuse after excuse, my dispute was opened on XXXX XXXX then closed due to lack of information received I followed their instructions sent faxes as of now it is " under investigation '' my dispute with direct express mastercard debit. ive asked the customer service time and time again for the individuals full name as to keep records of conversations their reply is 'I do n't have a last name ... I have been disconnected from the phone line on numerous occasions..i feel that direct express debit card services are doing their best to ignore me in hopes that I will go away ... just read the blogs online about the direct express debit card company contracted by the federal government for monthly benefits. I am getting no where I 'm at a great financial loss and I am frustrated as well as exhausted in communicating with the direct express customer service as well as LEVEL 2 dispute dept ... I feel that they are following direct protocol to put off deny deny in a nutshell I feel they will not credit my account I 'm sure they will find some reason for this. as I have talked to several other individuals in my position and they as well are receiving the same excuses treatment and denials as well ... sounds suspicious to me. this debit card company is well aware of my situation and as of now my last communication with direct express was on XXXX/XXXX/2016 I was told that my dispute is under investigation and that a provisional credit can APPEAR at anytime during the process. I feel direct express debit card services is an underhanded service and they are told as customer service reps to give excuses and deny ... im at a great loss because my XXXX benefits are received on my direct express debit card I have no money and I have had to make great sacrifices in my life not to mention the toll its has taken on my XXXX and health ... please help I 'm desperate.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2016-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-24
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I 'm writing my complaint on how my dispute case on my comerica credit card was handle. I 've put in numerous request when dealing with my dispute case it was n't handle in a professional manner at all. I need to speak to someone of a highler importantance to get this matter taken care of.
Company Response:
State: MI
Zip: 48335
Submitted Via: Web
Date Sent: 2016-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-24
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I filed a dispute and provided proof of RMA ( Return Merchandise Authorization ) and that I was unaware of what the other charges from a related company were for. Unlike any card company I have ever dealt with they denied the claim and sent me back to the merchant even with proof that I returned the product.
Company Response:
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2016-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-24
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: comerica bank charged abusive fees despite I have direct deposit with them, not only charge the XXXX overdraft but also a XXXX per day you have insufficient funds, plus charged an extra returned tem fee which dont know where it came from a total of XXXX only in fees because of three monthly charges and insufficient funds, what abusive practice of working people like me that live on day by day Budget. : - (
Company Response:
State: TX
Zip: 77075
Submitted Via: Web
Date Sent: 2016-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-22
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Hello! MNy name is XXXX XXXX XXXX, I wish to make a complaint against Direct/Express Financial Institution. I have been a customer of theirs for for about Two-and a-half years. They issue me my retirement Social Security which is {$980.00} per month. When I signed up I distinctly remember signing and checking the box in which they asked if I wanted Direct/Express to mail my statement to my mailing address. I said " yes ''. Nevertheless, they finally began mailing my statement around XXXX, XXXX. The clerk said I did not tell them to mail my statements. I, just about know I did. Also, Starting XX/XX/XXXX or XX/XX/XXXX, I 'd run out of cash during the middle of the month. This month I received my Cash on my card on Friday, XXXX XXXX, XXXX, and was out of money by XXXX XXXX, XXXX, which is very unusual for me. Also when my statement shows and error charge, The bank clerk transfers me to the " Disputes '' department. Which takes about 20 minutes to reach, and they ask what the problem is, and I tell them, and then they say they will mail me a questionnaire for more details. It takes approximately 3 months, or more before my account is credited. Most of the time it is not. Direct Express, I believe, keeps that money. Since have not received much of it. Last, but not least, their statements are not logical or reasonable ; the balances for each transaction is " {$0.00}. It 's hard to subtract the costs. etc. Sincerely, Card- Master Card, Card number, XXXX Debit Card Do n't know Account Number, It is a sav9ings account. XXXX XXXX XXXX Birth- XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX Restore the money that was not calculated correctly. please,
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2016-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I have a Direct Express card issued by Comerica Bank on behalf of a XXXX family member 's SSI payments. In XXXX 2016, the card was declined while attempting to make a food purchase. I immediately called the Direct Express customer service number ( XXXX ) to inquire of the account balance and availability. I had been asked to verify my identity by 1 ) stating my Social Security number 2 ) stating my full name, address, date of birth and phone number. Apparently there had been XXXX unauthorized charges made on the card at a department store XXXX miles from my home. The charges were exact to the amount remaining in the account! I was told by the customer service agent at Direct Express that I would need to complete an affidavit and return to Direct Express in order to dispute the charges. Also, my account would be closed immediately and a new card was issued and sent to me at that time. Upon receiving the affidavit from Direct Express, I filled out the forms and returned while patiently waiting for my new card to arrive. Two weeks after my initial call to Direct Express, I still had not received a new card that was supposed to take 5-10 business days to arrive. I called Direct Express and was again asked for the same credentials as before ( SS #, legal name, DOB, address and phone number ). I was informed that the account had not been closed out and a new card had not been issued to me, but my affidavit had been received and part of the funds would be credited to my account. The Direct Express agent would not override expediting the card to me nor would waive the charge for being issued a new card. Today, I find myself in an eerily similar situation where the newly issued card was used fraudulently. This was discovered when I contacted Direct Express to make a balance inquiry and was immediately transferred to a fraud department. Again, upon being connected I was asked for my SS #, legal name, DOB, address and phone number. The account was zeroed out by a vendor with an unknown name or location. Twice in three months this has happened and I have been even more cautious of using the card while shopping. The customer service agent, " XXXX '' at Direct Express repeatedly spoke over me as I attempted to reconcile the events of what had taken place and ask questions about the processes of recovery. I could not even get a reference number for my case as she abruptly ended the call. Wanting to resolve this, I called again and connected with a different Direct Express agent. Same questions of identity : SS #, legal name, DOB, address and phone number. I explained that I was calling back about my account status, the unauthorized purchases made, and the next steps to resolve the situation. His responses were automated and condescending at one point. It was suggested that I call back in five calendar days to follow up on the charges being settled. At that time he had confirmed a new card had been issued to me and that it should arrive within 5-10 business days. Having someone violate your personal information and use it is not an everyday occurrence for me and XXXX of other people in this world! Consumers need to understand how companies are protecting our rights and privacy and therefore asking questions is part of that communication. How are we to trust that our information is secure when the representatives " assisting '' us are rude and indifferent? Why is Direct Express handling the payments for SSI? A simple online search shows that this is a rampant problem with Direct Express!
Company Response:
State: CA
Zip: 94030
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-13
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX XXXX i was XXXX and was in the XXXX facility. While i was XXXX my bank account that i had with Comerica Bank that had giving me a account with Direct Express for the purpose of being able to have my monthly XXXX payment directly deposited on the card which also would serve as a prepaid XXXX. The ATM / XXXX was recommended to me by the social security department and was told that it was a " HASSLE FREE CARD '' so i trusted that it was safe and i would n't have to worry that my money was safe. Upon my release on XXXX XXXX i returned to my home to retrieve my belongings only to told everything i had was gone. And i was treated with XXXX and feared for my safety so i left and never returned.I got extremely concerned for all my personal information was inside of my purse which the day i was detained i had left in that house. I called the XXXX department to report my social security card lost or stolen and that is when i asked how to report my card stolen or lost and the directed me to Direct Express and told me to call them at XXXX to see if there was anything i needed to be concerned about. When i did this i was shocked to see my once XXXX account had been wiped out by a someone other then me viva ATM withdraws and purchases which were done without my approval i was beyond myself confused lost and had no clue what to do or who to turn to for help. I went to the SS department and they told me it was not in there ability to help me get the money back i did n't even think or know i had to call the bank and request a dispute that option was never given to me by the SS department which was who i thought had the answers to this whole problem because it was them who told me about the card and is why i had it.Never the less i basically left the office and throw my hands up and gave up. I left thinking it was a done deal these thief 's took my whole life savings and got away with it. Till i moved to XXXX and was told by several people to file a dispute with the bank and request for the charges to be investigated and i did so only to run into a none stop ball of games and the full run around i am still trying to be as civil as i can and have yet to XXXX on them as i would like to do but since my recent XXXX i have and am trying to become a better person and do things the right way.So i ask for your help to get me the money i never used and have this credit card company closed if possible so it can never do this to other people the XXXX this is causing me is baring down on my health and its not fair. i have summit the proper paper work which i will attach to this complaint and still gotten no where with them. They are trying to use every excuse like paperwork has n't been received viva postal mail so faxed it to the at not one number but two fax numbers and have been told the papers were n't received and only some of the papers came thru to all but one was there. As i see it they are doing this so they can find to a way to not pay me my money and hope that i become so frustrated that i give up as i have thought of doing so but will refused to because whats mine is mine and whats fair is fair that money belongs to me and i will never stop trying to get it back. Thank you for taking the time to read this and please help me as i have no where or no one else to go. Ant help your company can give me will be greatly appreciated and i will be eternity grateful to you i mean this from the bottom of my heart will never forget the help! Thank you, XXXX
Company Response:
State: CA
Zip: 90744
Submitted Via: Web
Date Sent: 2016-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-12
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My complaint is against US Direct Express. I had {$600.00} fraudulently withdrawn from my card on XXXX/XXXX/2016. I noticed the unauthorized transactions on XXXX/XXXX/2016 and contacted direct express @ XXXX XXXX XXXX and notified a rep of the situation. The rep canceled my card and sent me a new one and also sent me a fraud packet to fill out explaining the fraud that occurred. After completing and sending back the required forms weeks passed I had n't heard back from direct express. I called to check status of my dispute and a rep told me my case was closed because there was not enough info to determine if fraud had occurred. They never contacted me or notified of anything. I was then sent a letter from XXXX XXXX in fraud dept. days later with a bank statement explaining to me to circle the fraudulent transactions and return to have my case re opened. I returned the required document immediately and once again I have not heard back from direct express concerning my issue.. I 've tried contacting XXXX XXXX, the lady of the fraud department handling my case, and have got nothing but voicemail. I 've left messages that have been unreturned. It is now XX/XX/XXXX and I 've been {$600.00} short for 5 months, struggling to live with the small income I do have. I beg for help as I do n't know what else to do.
Company Response:
State: MN
Zip: 55075
Submitted Via: Web
Date Sent: 2016-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-04
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: I have a direct express card which my SSI money goes on every month. I was a victim of identity theft today and Direct express mastercard is giving me nothing but the runaround. I had XXXX left on my card and now it is a XXXX balance. There were XXXX charges on my account for a total of XXXX which left me with a XXXX balance. I now have nothing to live on and am without any means of income. Direct express is telling me I have to wait 5 days to see if the charges went through and than file a dispute. This is ridiculous. I can not wait all this time to get my money I need to live on. Direct Express reps just give me the runaround telling me I have to wait. I have mental illness and I do n't want to endu p in the psych ward over this. Nobody is willing to help me. I filed a police report and Direct Express is giving me nothing but the runaround.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2016-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: This complaint is against US Direct Express. The website is constantly down and many people are constantly having trouble accessing / using their money via debit card. I am deaf and can not call to complain but per many users on various websites, the phone lines are also constantly down. If this company can not do a better job then the US Treasury dept needs to find another company to handle our SS and XXXX payments / money. I live on {$1100.00} XXXX per month and I am always out of food by the next check so if I can not access my money then I go hungry. This is not right. I have bills that I need to pay online but can not access my money so I end up paying late charges. There are problems every single month. Google " problems with US Direct Express '' and you will see that there are thousands upon thousands of people who have the same problems / experience I have every month. The poorest of the poor are being denied access to their only pitiful little source of income. For some this can be a life or death situation. It is time someone did something to fix the problems.
Company Response:
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2016-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No