Date Received: 2023-07-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I XXXX XXXX am writing to make a complaint against Direct Express. On XX/XX/XXXX I detect several withdrawals from my checking account from the company XXXX XXXX in California, XXXX. These withdrawals was not authorized by me. I called Direct Express on XX/XX/XXXX and put in a dispute claim with a representative ( claim # XXXX ). She stated she will pass the information to the dispute department and, that I will soon hear from them. I called Direct Express on XX/XX/XXXX, I spoke with a representative and she stated paper work regarding my dispute will be sent out to my address regarding this matter. On XX/XX/XXXX I called Direct Express to notify them I have not heard nor received any paper work pertaining to the issue. I called Direct Express on XX/XX/XXXX spoke with a representative, and I was advised to email a letter about the dispute charges to XXXX. The dates and amounts are the following XXXX {$37.00} XXXX {$43.00} XXXX {$18.00} XXXX {$34.00} XXXX {$22.00} XXXX {$22.00} XXXX {$22.00} XXXX {$29.00} XXXX {$27.00} XXXX {$26.00} XXXX {$37.00} XXXX {$24.00} XXXX {$23.00} XXXX {$27.00} XXXX {$26.00} XXXX {$7.00} XXXX {$31.00} XXXX {$30.00} XXXX {$31.00} XXXX {$31.00} XXXX {$31.00} XXXX {$29.00} XXXX {$26.00} On XX/XX/XXXX I received mail from Direct Express Fraud Department dated XX/XX/XXXX that the investigation has been completed and there weren't any findings of fraud. Upon receiving this I called Direct Express again to re-open the claim and I was informed that I couldn't re-open or file a new claim. On XX/XX/XXXX I submitted a complaint to Consumer Financial Protection Bureau regarding the matter. I received a response from XXXX XXXX Vice President Corporate Quality Process Department Comerica Incorporated XXXX. I've made several attempts to contact her directly and left multiple voicemails. No one has reached out to me. I called the number listed which is Cardholder Advocacy Group ( CAG ) by telephone at XXXX the line was consistently busy and I'm not able to get through.
Company Response:
State: PA
Zip: 19121
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was the victim of identity theft and when they got my card number and went on a shopping spree, Direct Express did Not catch it. When I did catch it they had stolen XXXX dollars so far! When I filed a claim with Direct Express I was told that they did a THOROUGH investigation and found that the charges were fine. That they were authorized! There's No Way that I had anything to do with those charges! It was Very Obvious that someone named XXXX on XXXX was the one that was stealing from me! He sent himself and his wife money to their XXXX accounts and their phone number is right there! Any XXXX could see that they were the ones spending my money! But yet Direct Express is telling me that they can't find anything wrong! Well what's to stop them from doing it again?!!! I have filed reports with the FTC and the Cyber Crime Department already and will be filing with both the Texas Attorney General and the California Attorney General. Direct Express is REFUSING to Reimburse MY Money that THEY Let someone STEAL from Me!!!
Company Response:
State: TX
Zip: 79602
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: All of my credit and bank cards were stolen from my wallet on XX/XX/2023. Five cards, two credit cards, two bank cards, and one prepaid DirectExpress debit card. I am the recipient payee for my XXXX son 's XXXX benefits, so the card is in my name. As soon as someone attempted to use the cards, I received text notifications from four of the cards, saying it was suspicious activity. I responded to all of the texts saying that I has not authorized the charges and reported the cards as stolen. All I got from Direct Express was the fact that purchases had been made, with no option to reply in text to decline the charge. I called Direct Express immediately to report the card as stolen, and I was told that they could cancel the card, but that I would have to call back on the next business day ( XX/XX/XXXX ) to dispute the charges. I did that, and was sent an email form for each of the two charges, which I immediately sent back with all the information they requested. The next day, I received an email back saying that " no error was found '' and that they would not credit the amounts back to the account, and that they considered the matter resolved. No additional explanation was given. There was a phone number on the email, under " Dispute Resolution '', which I called, and out turned out to be their regular customer service number, where I was told that there is no direct phone number to the dispute resolution team, and that their decision is final. Naturally, I was angry, and they hung up on me. Twice. They offered no explanation for why they didn't credit the stolen funds back to my account, and no further ways to protest, no escalation option, no other numbers to call.
Company Response:
State: CA
Zip: 94591
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I have had a DIRECTEXPRESS from COMERICA BANK for the last 8 years. On XXXX XX/XX/2023 I called the information line to find out about pending transactions as usual. The bank indicated that my card had been canceled. I had not authorized the cancelation. In fact, I had used the card recently in the month of XXXX. Only at the ATM so I didn't receive a paper receipt. The agent for COMERICA, XXXX, informed me that the card had been canceled three month 's prior. It is a debit card. So I went to XXXX located on XXXX XXXX XXXX and filled out paperwork to effect direct deposit into my bank account. That was XXXX XX/XX/2023. On XXXX XX/XX/2023 I obtained documents from my bank indicating that I had made ATM withdrawls in XXXX, no paper copy, and an XXXX on XXXX XX/XX/2023, obtaining a paper copy. I proceeded to XXXX XXXX and spoke to a Social Security XXXX. He directed me to this website and said that I could wait to talk with a specialist. He told me that many folks were experiencing similar problems with COMERICA.
Company Response:
State: CA
Zip: 95820
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022 I went to the ATM in XXXX, New Jersey XXXX XXXX to withdrawal {$270.00} from my daughter monthly XXXX XXXX card on that day. Then I realize that the ATM wasn't letting me proceed with my transaction due to insufficient funds. So I was confused because I knew that day funds will be available. I then check my account balance and realized that my money was missing in my account. I was very confused and immediately reached out to the fraud department to report a transaction dispute with a claim. I literally mentioned to the representative that I'm confused on how transaction occur because my card was home with me at the time and date and I clearly didn't make this transaction. I also been told after I filed a police report and submitted my claim and did everything I need to do that there's was nothing they cant do to help me they denied my claim. My daughter bank is with Direct express. They kept denying my claim. So I then decided to do my own investigation to see who can help me in this matter because I never received my money back as of yet. I reached out to XXXX and they stated for me to reach out to you guys for help.
Company Response:
State: NJ
Zip: 07107
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I called Direct Express to order a card. On hold over 3 hours and an agent answered. I said a needed a card. She said she needed to transfer me to another agent. Hours more on hold and no answer. It's been going on for days. Can, should I even trust them?
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/ ssdi deposited {$910.00} into son 's account he was never able to access those funds and complaints and calls began that day. XX/XX/XXXX they state comerica took it back out. Comerica states they don't do this, Direct Express handles all this. SSADMIN and the federal treasury state direct express has it.I have called back and forth between these companies throughout XXXX and XXXX. Today XX/XX/ XXXX XXXX we have stopped payments for future to direct express but I was told by SSADMIN that I have to pursue payment for XXXX and the run around has been all day on the phone again. I have an account # that matches nothing direct express has ever given my son and a trace number for the XXXX check but I'm being told by both companies they can not research this information. This has to stop and my son needs his XXXX. They will not fix this from just me fussing. Please help.
Company Response:
State: TX
Zip: 78332
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: From XXXX through XXXX of 2022, Comerica bank/direct Express allowed their employee to steal all of my deposits. I have a more detailed statement I can send via USPS or e-mail
Company Response:
State: AZ
Zip: 859XX
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I called Direct Express explained that I thought my card had been compromised and wish to get a new card. I explained that I was visiting a relative but wanted the replacement card sent to my home address. I gave them the address. After almost 10 business days I called to find out where my replacement card was. I was told wait 2 more days and then call back. I received the card on the 2nd day of waiting and proceeded to try and activate. That was 3 days ago. I still have not been able to get through to activate. In the mean time I receive a letter telling me they had shut the card down because of activity. How do you have activity with an inactivated card? I have been on the phone for now 4 days and waiting I might add 45 min, 1hr 45 min, 56 min, I hr 13 min, 2hrs 17 mins, and more! I finally get through explain to them that I had received the letter and promptly told that I would have to get an verification code. I explained I had borrowed my cousins phone and couldn't remember the number. I had tried so many times to get them I was panicking that they would hang up and I'd lose my opportunity. Well they asked questions that I might add I find a privacy issue. I couldn't remember one of the answers and told them repeatedly I didn't know and was told its yes or no. Needless to say I picked the wrong one and couldn't even discuss my card. Again 2x today I have tried to call on hold right now as we speak have been on hold for 42 minutes this time. I hate that they have the power without notifying me to shut my card down. I hate that because some person somewhere else tells them I lived somewhere I can't remember that I can't discuss my card but they can shut it down. I hate the fact they will not answer the fricking phone!!!! Here it is XX/XX/XXXX and I have been all week trying to resolve what ever situation they dreamed up and can't get through. My check comes the XXXX. Holiday weekend. Can't get through. What has happened that they have all the say so over my money? This is unacceptable!!! Who the XXXX do they think they are? Please, do something about them this has happened to me numerous times and everyone that has a card I've talked to. I want to switch but told it will take two pay checks, who can wait 2 checks? Please PLEASE! Do something about them.
Company Response:
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Fraudulent charges and was immediately altered but charges keep coming and overdraft fees too! Over {$2800.00} in fraud charges allowed but account balance was only {$700.00} and didnt have funds available. Should have been alerted and stopped but I luckily noticed it the day it showed pending on account and called bank. I have a case number. About 3 direct deposits have been made to account and because of negative balance, can not access any money. Paychecks and social security arent available so XXXX dollars to spend
Company Response:
State: MI
Zip: 48346
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A