Date Received: 2023-05-14
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I purchased an XXXX from XXXX XXXX and I never received the order and did not get my money back are the product it was {$250.00} and I made the purchase on XX/XX/XXXX XXXX XXXX XXXX
Company Response:
State: OH
Zip: 43420
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I Filed my claim with Direct Express/Comerica as they receive my social security benefits check and transfer it to the card issued as per agreement with Social Security Administration . As soon as I discovered the unauthorized charge of {$67.00} I contacted customer service at Direct Express/Comerica and filed my claim. I also made a police report too with XXXX Ohio police department. XXXX XXXX XXXX was the officer assigned. I sent many email to show my only charges that I made and sent emails and screenshots trying find out how that could happen and so I showed my actual purchases like the {$28.00} at XXXXXXXX XXXX Discount store. The officer ruled out that my purchase had anything to do, no duplicate billing ect. I received no communication from Direct Express/Comerica after my initial 2 calls. I was told the provisional amount of {$67.00} would be put back into my account as they investigate yet that was never done as per phone conversation. Direct Express/Comerica cancelled my card. Gave me a claim number and issued me a new card. I called back the second time to get the email address to send my evidence and to tell them provisional was not put into the account. On XX/XX/XXXX after getting an email from XXXX I went into the XXXX account, since I had not been in that account since XX/XX/2023. I contacted the customer service to tell them what happened and to have the debit card ending in XXXX removed. The representative extended himself and eventually sent me 3 emails showing me who made the unauthorized charge and I found out there were 2 in fact. {$67.00} and {$5.00} made on or about XX/XX/2023. I made no purchases for those amounts. As per the emails from XXXX it showed the charges came from XXXX XXXX Ohio and XXXX XXXX. I attached and emailed the new information to the police and Direct Express/Comerica and neither responded. XXXX representative told me Direct Express/Comerica would have same information as XXXX had given to me. The account was linked. I have had this happen repeatedly. I requested XXXX cancel linked card ending in XXXX which Direct Express/Comerica had already cancelled. Take notice that XXXX is associated with gas and electric billing. My gas is with XXXX XXXX Ohio in XXXX and my Electric with XXXX Ohio. I am on the Pipp and Heap plan and pay {$81.00} every month since my renewal plus transaction fees. I only know what XXXX said XXXX was as per XXXX. The second charge was from XXXX XXXX associated with XXXX. I sent evidence of my purchase history, what I was billed/paid showing nothing was purchased by me as per my order history the charges and payments as there was no match and there would not be as I stated. I did not even know what the XXXXXXXX XXXX XXXX was as it is not any debtor or vendor that I use as far as I was aware when I filed claim. I do not deal with XXXX or XXXX XXXX other then as per my purchase history substantiates. I am upset that Direct Express/Comerica did not give me my money back based on facts sent to them as soon as it was discovered. The last time this happened I had been given a direct contact name and I was to call her and not file complaint with this agency. Her name was XXXX, but she no longer works in that department. My attachments from XXXX, my XXXX history supports my position that Direct Express/Comerica should put my stolen prescription money ect back into my account and deal with the crooks. They once again failed to investigate properly and caused me to not be able to make my monthly XXXX purchaes ect. I am legally XXXX and a XXXX patient with complications. Since starting with Direct Express/Comerica this has happened to my late husband and me at least 7-8 times. It should not be happening. Each time I was awarded and found in favor of my claim and my position.
Company Response:
State: OH
Zip: 43420
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: 2023-05-10
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I am on XXXX and I receive my benefits on a Direct Express card. Recently, Direct Express froze my card, and my funds are unavailable. When I tried to call them, I was on hold for several hours and then it hung up. I am unable to use my card online, withdraw from an ATM, or sign in to check my balance. This means that I am unable to access my funds. I went online and found that I am not the only one who is going through this. Direct Express has a long history of freezing accounts and not returning the money to a vulnerable population of people who live on a fixed income. I do not know the exact amount of what is/was on my card, but it is between XXXX dollars. When I try to sign into Direct Express, it reads, " Card status is invalid. '' The card is not expired, so there is no reason for it to be invalid. I spoke with Social Security, and they said they have nothing to do with Direct Express, but this is who they have gone through to submit benefits to many people who don't have a bank account. They said they would escalate the issue up the chain of command, but they are unable to access the funds as well, and Direct Express does not answer the phone for anyone. Direct Express is a product of Comerica Bank, but in order to speak to anyone there, one must have their actual card. Comerica has no direct line, otherwise. Several people who live near Comerica Banks have gone to the branch, but they won't do anything about the issue. Whether they were hacked, or if this is an inside job, something serious is going on with Direct Express. People on a fixed income can't pay bills, rent, or buy food. I am asking you to please look into this matter and take it seriously. I have switched my benefits over to another card, but I'm still missing the money I am unable to access on my Direct Express card. Thank you for your time. Best, XXXX XXXX
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XX/XX/2023 Dear Sir or madam : This last week I was overcharged on my Direct Express Card to the tune of about XXXX dollars while renting a motel, foolishly I did not seek a receipt upon renting the room ; there could be no reason to have had this happen because the rent for the room is only XXXX dollars a night ; twice out of the 5 days that I stayed at the hotel I was charged over XXXX dollars a night ; on the XXXX and the XXXX of XXXX, a XXXX dollar charge on the XXXX and a XXXX dollar charge on the XXXX ; I have had this problem of overcharges with this XXXX XXXX XXXX Direct Express company many times in the past and frankly I believe this company to be an criminal acting menace to the society with many methods of making the complaint and verification process so utterly despicable and unfriendly that there is no hope of remedying their overcharges other than attempting to get government action against them. Could you please help me to recover this money? I don't know what else to do about this lousy company and its practices of fraud. Its no wonder inflation is so high. Respectably XXXX XXXX
Company Response:
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have requested various transfers to my bank account and I have been declined the transfer ; as to their investigation my id were invalid ; therefore the transfers were declined. Starting on XX/XX/2023 until XX/XX/2023 ; I submitted seven transfers for {$200000.00} and all the transfers were declined. After many calls to Customer Service, I was told my ID Drivers License Real Id was invalid. That I needed a USA Id. On XX/XX/2023 ; Isent out an email with my Drivers Lic from PR, XXXX bank notification, voided check showing my owner holder of the account. on XX/XX/XXXX, the XXXX attempt I sent the documentation required. On XX/XX/2023, I sent the front and back of my Military retired ID, SS Card with my complete name, XXXX Consolidated Statement, Drivers LIc., and XXXX XXXX Account Verification . As of today, I have not been able to contact DirectExpress. XX/XX/2023 XXXXXXXX XXXX., I called XX/XX/XXXX ( 7 times ) XX/XX/XXXX ( XXXX times ). The automated system says to call at another time due to high heavy volume. I am pursuing with this complaint because I need someone to assist me and to provide information that is of value for all other disable veterans who might be facing similar situation receiving their money w/Direct express. How can you report a lost card if noone answers ; or address any issue.
Company Response:
State: PR
Zip: 00738
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Direct Express is horrible!! I have been paying my rent for yrs and now the card wont go through on the site, I have money on there but it wont go through. It wont let me order on XXXX!!! And it doesnt do everyone like this and every month its different its completely horrible
Company Response:
State: OH
Zip: 44087
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: On XX/XX/23 I made XXXX transfers from my Comerica Direct Express account, to my bank XXXX XXXX or XXXX XXXX One was for {$100.00} and then {$780.00} moments later. Neither transfer has arrived despite posting to my direct Express account yesterday. My $ is lost in space somewhere. I called Direct Express customer service line at least 10 times yesterday and today, and each time the automated system hangs up on you due to " high call volume ''. I finally dug around the internet and contacted a representative from Comerica Bank. They could not provide a trace id for the two transactions. I asked why and was told that the transfer would take 5 business days. Let me assure you, nowhere in their online literature does it say it would take 5 days. In fact, it claims 2 to 3 days. I have NO recourse. There is no trace id and I can not get through to customer service. I contacted their complaint line and made a complaint. I'm told someone will return my call within 72 hours. 72 HOURS. THIS $ $ THAT I TRANSFERRED IS ALL OF MY MONEY. IT IS MY MONTHLY SOCIAL SECURITY DEPOSIT. Now, in addition, my rent e-check bounced. I anticipated having the funds available today. At most tomorrow. Help me. Make them accountable. I am attaching the helpful phone # s I called in order to get an answer since their customer service line DOES NOT answer.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I attempted to use my debit card to make a purchase online. Direct Express XXXX Comerica Bank rejected my payment. Which was weird because they allowed the previous charges to go thru for the same exact company. I call to see why its being rejected. Waited on hold for over 3 hrs for a human being to help me. Finally a woman tells me they thought it was fraud because it was a repeat charge etc. I tell her its definitely not its me etc- she said she has to transfer me to another person to verify my identity. Waited another 2 and half hours but I had to hang up to go to work. I attempted over 50 times to call again only to be met with the recording sorry we are busy call later. They have 24/7 customer service so I tried all day and night and still no contact with any personal. Then they have employees on XXXX to verify your identity supposedly however its XXXX that is not a very secure way to verify someone and expect them to give personal identifying information such as full social security numbers, address etc.. I can not pay my bills, buy groceries etc nothing because they have blocked my card- yet so not allow me to speak to someone to verify myself to unblock it.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In the beginning of XXXX up until now I was charged XXXX overdraft fees I went into the bank I told them I was unable to get into my online app it kept saying wrong password the update was supposed to happen through XXXXXXXX XXXX I couldn't update because I still couldn't get into it and for the whole month every time I deposit an a check there was a overdraft on every single item I would buy and everything I would deposit would go right to the other overdrafts so it was XXXX overdrafts totaling XXXX it took Comerica Bank 4 days in order for the worker there to get the go ahead from his supervisor and they only took off four overdrafts that they believe was their fault so I'm in the process of closing the account
Company Response:
State: MI
Zip: 48146
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: After applying for a HELOC with Comerica Bank, they asked me to add them as an additional insured, which I did. Then I recived a notice that my application is no longer active. After calling the Bank, they advised me that my loan was declined. I replied to the branch manager that this is innapropriate way of notification. My loan should be declined and reasons disclosed, not make my application innactive Now I don't know why I was put on innactive, and why I was declined Additionally, I need to remove them as additional loss payee Totally innapropriate and in complete violation of Reg Beach Thanks
Company Response:
State: CA
Zip: 92708
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A