Date Received: 2015-05-22
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I receive my social security XXXX on a master card from direct express. Which is an approved method from social security. On XXXX XXXX 2015 my account was wiped out. somehow, someone in California accessed my account and charged {$1500.00}. I discovered this on XXXX XXXX 2015 When I went to make a purchase at XXXX XXXX in my hometown of XXXX XXXX. I immediately called direct express & I was informed of these charges. I was told there was some type of a hold on the money & after XXXX XXXX I could get my money back.Nothing further needed to be done on my part. I requested a new card, which shut me out of the online service to see the charges. My new card came in the mail on XXXX XXXX. I got online to see that charges were still there. So i called direct express again & i was transferred to the fraud department. I was informed that I had not spoken to their dept. i was told they would mail me some forms to fill out. I went ahead & sent my own statement, contesting the charges as fruad. I received their forms on XXXX XXXX. Subsequent calls to direct express have not be addressed. I called Comerica bank which in on the card. I was told they only make the plastic. Direct Express has informed me that it takes up to XXXX days after receiving my dispute of the charges to give me a provisional amount. If approved., and the investigation could take XXXX days. And that if i was n't approved for a provisional amount it would take XXXX days to return my money. I can not pay my bills because of this fraud committed against me. Direct express has given me a run around and is not specific about my money being returned. I have filed a police report with the XXXX Police.
Company Response:
State: ID
Zip: 83338
Submitted Via: Web
Date Sent: 2015-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I called and requested that my paper statements be stopped in XX/XX/XXXX. I was closing my account so no longer needed them. I have been getting them still to this day XX/XX/XXXX and am still being charged for them. The company person ive been dealing with is XXXX XXXX. He refuses to put the right amount back on my account. I have statements proving my correct amount owed to me from XX/XX/XXXX to XX/XX/XXXX. He states they cant figure out how to stop the statements they are working on it but here we are 7 months later and still being charged for these and on a closed account. He also refused to give me any different contacts or phone numbers to someone higher then him.
Company Response:
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-11
Issue: Unauthorized transactions/trans. issues
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 after a purchase of {$8.00} at XXXX, I had a {$260.00} ending balance. The following morning, when I attempted to get gas on XXXX XXXX, 2015 ( It was not a funny XXXX Joke ), I discovered the account had a XXXX dollar balance. I immediately contacted Direct Express to no avail. I was told it was being researched and that the card was not FDIC covered ( which is untrue ). I was told they did not have to follow FDIC rules, nor did they have to respond in any certain time frame or replace my money to my card. This situation has been going on over 30 days now, with still no resolution. I have called multiple times a week since this incident happened, with no resolution in sight. I have called the FDIC and have filed a complaint. After this incident on XXXX/XXXX/15, my card was compromised on XX/XX/XXXX-XX/XX/2015 by someone in XXXX XXXX, who XXXX up over {$900.00} in XXXX charges. Direct Express/XXXX refunded my card {$400.00} and is reviewing the FRAUD ( 90 day process ). I filed an FBI report and Police report. I filed all necessary forms requested by Direct Express. However, the company refuses to address the {$260.00} that went missing PRIOR to the XXXX XXXX and XXXX, 2015 FRAUD happening. *** In the process I have received a closing notice for my electricity, due to the fact that the {$260.00} went missing from my account. This card belongs to a XXXX person, with no other means to support themselves. This matter needs immediate resolution! Note : My docs are to large to upload to this complaint.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2015-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-07
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Comerica Bank refuses to reimburse me for fraudulent activities on my account during the time period of XXXX and XX/XX/XXXX. I am sending along official documentation of my incarceration at that time, which clearly states that I was in custody for a year during that period until my release on XX/XX/XXXX. Also included are the Social Security documentation of overpayment as well as the bank statement showing payments made to XXXX, XXXX XXXX, etc. This is a DirectExpress Mastercard through Comerica Bank onto which funds are directly deposited.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2015-05-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-15
Issue: Managing, opening, or closing account
Subissue:
Consumer Complaint: Company 's involved Comerica is the bank, XXXX is customer service and XXXX is the processing company. In XXXX 2015 I discovered I was receiving child support payments which were going to the New Jersey XXXX a debit/credit card. I had destroyed my previous card so I called the number listed at the XXXX website to request a new XXXX. I had to confirmed my identity on the XXXX website and the XXXX website to obtain the information about the child support payments. I called the phone number listed on the XXXX Website and requested a new card after confirming that was the only way I could have access to the money. I made the call on a Thursday, paid extra for XXXX delivery, received the card on XXXX XXXX a Tuesday, followed the instructions to setup my pin number. After I setup the pin I attempted to pay my car insurance with the card and the transaction was declined. I thought that was a mistake because the balance on the card at the time was {$10000.00}. I called the number listed on the back of the card XXXX waited for XXXX minutes. Spoke with a customer service representative ( XXXX employee ) with a distinctive raspy un-clear voice who explained their was fraud and she needed to confirm my identity. Well I explained I just received the card today and just setup the pin how could fraud occur. The customer service rep said the state of NJ reported fraud because I changed my address, but just had to answer a few identity questions. Because of the representative 's un-clear raspy voice I would have to ask her to repeat her questions. Well after the XXXX question she told me her system timed out and I could fax proof of my identity wait 1 hour after faxing then call the customer service number. I faxed my identification the very next day, XXXX XXXX 2015 Wednesday waited XXXX hours then called the customer service number only to realize I had been blocked from accessing my information online and by phone. I called the XXXX number I automatically received a recording telling me about possible fraud and I should receive a letter in XXXX days. Online I automatically receive a fraud alert when I typed in my user id. Eight days passed before I received the letter dated XXXX/XXXX/2015 with a fraud unit phone number XXXX. I called the number and spoke to the same customer service rep. I told her she sounded like the same person I spoke to at the customer service number, she confirmed she was. She also confirmed there was no fraud, due to the balance on the card they wanted to again confirm my identity. I was furious. I told her I had faxed my identification XXXX days ago and no one responded. Well while I was on the phone she located the faxed documents, My NJ drivers license, government work identification, and a letter from social security confirming my social security number and she unsuspended the card. This all happended two weeks ago, I attempted to use my card on XXXX XXXX, 2015 and my card is suspended again. I am blocked from accessing my information online at their website and if I call the XXXX number I get the automatic recording. Alleged fraud XXXX in less than a month? Consistently blocking me from accessing my information online. Blocking me from actually speaking to a representative. This is ridiculous, they are holding my child support money hostage there is no fraud. They are fraudulently claiming fraud.
Company Response:
State: TX
Zip: 75149
Submitted Via: Web
Date Sent: 2015-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am a XXXX recipient and my monthly payment goes on to a US Direct Express card. I have been fighting XXXX for 5 years now I depend on this small payment to help with rent and all other household necessities including medications as needed.Last month on XXXX/XXXX/XX/XX/2015 I went to the bank as usual and withdrew all but {$300.00} from my card. Any other time I would have taken all but {$50.00} or so but it was my birthday month and my mom and aunt send a few dollars so I did n't feel I would ned it all at XXXX.so I left it on the card. On XXXX/XXXX/XX/XX/2015 I called to check the balance and it was a big fat zero. I immediately called direct express to report an unauthorized use of my card and could not figure out how this could happen since the original card was still in my wallet. I asked the customer service representative whathad happened and she said that XXXX transactions had been performed with my card number in XXXX, CA at a XXXX. XXXX is a 4 hour drive from where I live in the XXXX XXXX XXXX XXXX. She immediately canceled the card and sent out the paper work to file the complaint. I asked how long will this process take and can it be expedited because I am a XXXX patient and now I have nothing to the end of the month our car registration is due and we ca n't pay it. She said it will take 45 to 90 days to me this is just not acceptable. It took ten days for the paper work to get here sent on XXXX I returned it on XXXX theyreceived it on XXXX. On XXXX I called and asked if any thing had been done yet she said no. on the cover letter it states that they will put a provisional credit on your account after ten days I think I still had to wait a few more days. Any way I called back XXXX and got the same customer service representative how strange is that I explained to her how important this was as is everyone else 's and can you please connect me to a manager. She said they do n't have phones but she would send a message and have XXXX call me. I waited for the rest of that day and all day XXXX but no one ever called. I called again on XXXX and talked to another customer service representative and explained the whole thing over again she said the dispute department still has not made a decision I asked to speak to the dispute department she told me they do n't have phone number and are located in a different building. I ca n't believe this no has called back you ca n't talk to any XXXX to get an answerror and our federal goverment is responsible for hiring this company the card has the comerica bank logo on it so I called them their answer was we just make the plastic. Is this place a real bank I do n't know. Ca n't get answers the majority of people that use this card are like me social security or social security XXXX recipients. If you go on line you can find hundreds of complaints about them if I could lead the charge to sue them I would. It is time for our goverment to start taking care of the elderly and XXXX. I do have the customer service representatives names if you need them this is just the first step I am taking to do something
Company Response:
State: CA
Zip: 96150
Submitted Via: Web
Date Sent: 2015-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-11
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Billing or Collection Issues - The company has processed an unauthorized bank debitProblem : i get my ss money thur direct express debit card on XX/XX/2015 @ XXXX i went to atm my card was declined, @ XXXX i called bank, was told on XX/XX/2015 someone in XXXX fl, request change address and a new card in my name, it was sent out, on XX/XX/2015 in XXXX transactions my acct, was wiped out, i want this company to give me my money back,,, i have filed police report wth XXXX city police, XXXX XXXX @ XXXX report # XXXX, went to ss office had them change to another bank so on XX/XX/2015 my money will go into new act,, the direct express card was, closed, i filed on line police report wth XXXX police dept, also, also filed fraud wth federal trade commession, ref # XXXX, and credit agency.and filed wth idenity theft resource center, ,please help if you can,,
Company Response:
State: TN
Zip: 37129
Submitted Via: Web
Date Sent: 2015-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-10
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I was issued a debit card, not at my request, on Comerica Bank by the state of Oklahoma for my income tax refund. When the opportunity to use the whole amount of the card at a retailer presented itself, I attempted to use the card. When the card was rejected, the retailer called the number on the back of the card. I spoke with " XXXX '' who confirmed that the amount of the card was the same amount that was being charged ( {$950.00} ) but who said that if I charged that amount, the transaction would be rejected for insufficient funds! When I asked how that was possible, he could not say. When I asked what amount could be charged, he would not say. XXXX then transferred me ( with a long on-hold wait ) to a woman in " finance ''. She told me that my balance was no longer {$950.00} because of fees charged to the balance. When I asked her what fees had been charged, she said I was only allowed XXXX free calls to learn my balance. When I pointed out this was the XXXX call ever made and it was not to learn my balance, she went to what turned out to be a stock reply : " Did you read the terms and conditions you were sent with the card? '' When I asked who was charging fees to the card, she insisted it was the state of Oklahoma. ( I would be fairly certain it was Comerica Bank! ) After several more rounds of refusing to tell me what charges had been made against my account and not telling me my balance, she finally told me that my balance was now {$940.00}. I asked if I could now charge {$940.00} on the card, she said I could not because my balance was now {$940.00}. I successfully charged that amount. I believe that Comerica Bank unjustly charged my unwanted debit card {$6.00}. I still do not know why. There must be many other victims of this fraud.
Company Response:
State: WY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-06
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX, I live at XXXX XXXX XXXX XXXX, CA. ( XXXX ) XXXX - DOB : XX/XX/XXXX. " Before my Deposit of {$380.00} on XX/XX/XXXX my Direct Express Debit Card Number was stolen, & How I do n't know. But before XXXX, CA.time, some one went to a TARGET STORE in XXXX, CA. & charged {$390.00}, at XXXX ''. It 's XXXX miles XXXX, & I do n't Drive & never have. I had the the card that Direct Express gave me at least 2 yr's.I called XX/XX/XXXX & told them the # on my card was stolen & a fake card was used at the Target Store in XXXX CA.. They scent me a new card & new # on the card. On XX/XX/XXXX, I called Direct Express & Reported I had a Police 'Case # XXXX from XXXX XXXX Sheriff. I called again on XX/XX/XXXX, they asked a lot of? 's & was to send me an ( XXXX ). They never did send it, & then I got very sick & was in the Hospital for XXXX days with XXXX at Doctors XXXX, CA. Comerica Bank has not given me my stolen funds that XXXX had deposited on XX/XX/XXXX in the amount of {$380.00}, I also went to Social Security office in XXXX, CA. on XX/XX/XXXX & they told me it was the Direct Express problem, they should return those " STOLEN FUNDS '' to my Debit Card for persons who do n't have a bank account, as Social Security was stopping sending paper Checks to persons on XXXX, or XXXX. This Comerica Bank & XXXX XXXX are not doing nothing to give my Stolen Funds from my Direct Express Debit Card, which the are Insured by XXXX & all US Banking Laws to protect the Seniors who are XXXX & use what Social Secutity gives us to receive XXXX or XXXX Funds Please make them, Please, Please Help me. My Husband XXXX has XXXX was to stop this type of Stolen Debit Card Numbers, 1. Have a Photo taken at Social Security Office & send to Drect Express. 2. When using the card at a retailer as a charge & using the Master Card, have that card number return to the sells person mechine a name that that Card # was given to & it must match the name on the Debit Card & there Photo on the Debit Card & match the State ID or Drivers License with Photo. 3. In put the gold digatal Item used on some newer Cards instead of the mig. strip on the back. Please help me get my " STOLEN FUNDS '' BACK in my account befor I DIE. Yours truly XXXX XXXX XXXX.
Company Response:
State: CA
Zip: 95351
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-25
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: The bank erroneously processed credit/ debit in my bank account from a merchant. They are trying to convince me that the amount cancels itself out. It looks ( according to the online ledger ) that I was refunded and then they were given the money back? The amount is for XXXX USD.
Company Response:
State: TX
Zip: 77063
Submitted Via: Web
Date Sent: 2015-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No