Date Received: 2023-04-12
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I was told that it was done by me and their was no mistake. When asked for the proof after investigation with XXXX XXXX online she wouldn't provide that information and she hung up.. I never did this and {$730.00} at XXXX XXXX isn't even something I would ever purchase online. I had reported this on the XXXX of XXXX while it was in pending. I couldn't get anyone to help me. I need this resolved I can't pay my bills again this month due to they finally gave me a credit on the XXXX of XXXX just to take it away on the XXXX and put the responsibility on me, I believe they never even looked into this for if they did they would know I didn't do it ... Also they would provide me with proof. Direct Express through Comerica.
Company Response:
State: TX
Zip: 75069
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Last week there was approximately {$140.00} withdrawn by ACH. I contacted the bank as this was not authorized. I did not sign up or give anyone my account information. I was told this also occurred two times prior. This is FRAUD. The bank refunded one of three fraudulent withdrawals and refuses to refund approximately {$300.00} they allowed to be removed without any signed consent or any authorization by me.
Company Response:
State: MI
Zip: 48124
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I have had several issues with this company and the fees that are having to be paid by them. This company makes it super easy to scam their customers and then you are at loss for the fees in which has been taken. 1. My card had been reordered and the balance was removed from my card. company decided to not reimburse {$700.00} the cost in which the scammer had taken off the card. There was a fee to reorder and expedite the card for an additional {$17.00}. 2. Replacement Card {$17.00} 3. Card was reordered to a city in which I have never lived {$17.00}, because of the now text notification I was able to intercept, call, cancel, and reorder the card now another {$17.00}. 4. I misplace my card and do not have a problem with the fees of {$17.00}, however the rep forgot to add the apartment number to my updated address. Therefore once the card was sent out I was not able to receive it and upon speaking to XXXX XXXX XXXX # XXXX, she understands that it is due to their negligence, I am still responsible for replacing the card once more.
Company Response:
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: For the last couple of years, I have had an account ( DirectExpress ) that I was assigned by SSA, to received my SSI benefits into. Comerica Bank, an original debit account number XXXX with expiration date of XX/XX/XXXX was issued. Thru this account i was able to set up a XXXX XXXX Debit/Checking Acct, that can only be managed via online to transfer funds into. With XXXX I am able to pay rent and other utilities and thus it is indispensable to me. On or around the beginning of XX/XX/XXXX. I was sent a different card without any knowledge or request from my part. This card account number is XXXX, expiring XX/XX/XXXX. as evident, while the cards are both similar, apparently the second is of lower tier. No reason for switching, no request, not upcoming expiration date or the like. this new acct/card required me once again to reset everything. except that now my transfers to my XXXX checking account are not going thru. On XX/XX/XXXX, and XXXX, I spoke with two someones at CS from Comerica and neither could really assist me. I tried to reset the XXXX account entering the routing and account numbers several times to no avail. my transfer requests take 2-3 days and then they returned incomplete. I attempted these transfers since XX/XX/XXXX, and on at least 4 times and nothing. I am confused, upset. Comerica Bank did not have to switch me to another card. The system to set up link external accounts is absolete and redundant and customer service, not customer oriented and somewhat incompetent in their craft. i want answers! My ability to complete my financial obligations is being affected and I risk my mental and physical being with so many issues with Comerica Bank - Direct Express!. Please assist
Company Response:
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have been. Trying to contact u s direct express from XXXXXXXX XXXX through XXXXXXXX XXXX 2023. I've been calling the customer service number. XXXX many times daily at various times including easy XXXX. This is supposed to be a 24 hour service line. The message always say " we are currently experiencing high call volumes and you will need to try your call later. I need to transfer money to my bank which has yet to be approved despite emailing the prescribed HCH REQUEST to their email with a confirmation letter including account and routing information and receiving a response that I must call this service line to provide more information. I also need to stop payment on a fraudulent charge because I was deceived by an online site posing as the U.S. POSTAL SERVICE when Iwas changing my mailing address. I just moved to a one story, first floor apartment at the advice of my doctor because of mobility issues. Please note I have also tried to notify U.S. Direct Express of my address change and that is impossible to accomplish. I feel like my SSDI is being held hostage. Please help resolve this issue?
Company Response:
State: PA
Zip: 19111
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-05
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: In XXXX, Direct Express closed my account and instructed me to contact social security to redirect my benefits. However, in XXXX, social security mistakenly sent my benefits to Direct Express, and they confirmed that direct express received the payment through a " cleared ACH transaction ''. Unfortunately, I have been unable to reach Direct Express by phone since XX/XX/XXXX, despite my numerous attempts. The automated phone attendant advises me to call back during non-peak hours, but even after calling hundreds of times throughout the day and night, I have been unable to get through to them.
Company Response:
State: AZ
Zip: 85210
Submitted Via: Web
Date Sent: 2023-04-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was living in XXXX XXXX from XXXX XXXX XXXX and the people I lived with stole my direct express card and now I have no way to report it as a fraud. I called the social security office and they aren't receiving any new calls
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday, XXXX I attempted to withdraw {$1000.00} from Direct Express card to deposit {$500.00} in Comerica account. I was advised unprofessionally by XXXX XXXX who stated she was the bank manager & consistently refused to give me the name of who she reported to. I kept asking & insisting & she finally gave me a name. She said I could not use the indoor banking service, which is always poorly handled having to wait extended periods of time always, because the spelling of my name didn't match. I advised her to check my records upon opening the account & she said it was incorrectly done. I showed her my records from last month from this location, XXXX XXXX XXXX, XXXX, TX without a problem mentioned. She said she decided not to mention anything out of courteousy but I needed to change the " government issued '' spelling to match my other cards. I told her my Texas Driver 's license was a state issued ID but my government issued social security card matched my social security ID information. She insisted that was not sufficient for her & I would not be allowed to handle my banking business except for going outside & drive to the ATM machine. I told her I needed {$1000.00} & she said it could be done at the ATM. The maximum at the ATM was {$800.00} which she didn't specify. I made a second attempt for the {$200.00} & did receive it then. On Sunday, XXXX I went to the location in XXXX to deposit {$250.00}. I withdrew {$500.00} from the ATM using the direct express card & attempted upwards of 5 times, using the same cash from the ATM just received to deposit using the Comerica debit card. The error message stated the cash could not be accepted. My immediate thought was XXXX XXXX had a flag placed on my account to not receive my deposits or transactions.
Company Response:
State: TX
Zip: 77357
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: My complaint is with Direct Express debit card program setup by our government for direct deposit of social security payments. There are thousands of complaints on line on several websites, and all these people are reporting exactly what I have experienced. Why is this being allowed to take place? My attempts to transfer money out of my Direct Express account into my personal bank account started almost a year ago. Several phone calls to be constantly told that the problem is on my banks end and to call my bank. My bank had assured me that the problem is not with them it is definitely with Direct Express. Other transfers go through to my personal bank account with no issues. My social security payments now go directly into my personal bank account. I switched that over once this problem started. On the Direct Express end there is a drop-down box which makes believe you can do a transfer when you complete the info the site makes believe that your transfer is being processed then three days later the money comes back to your Direct Express account. You get the same answer over and over and over again when you call Direct Express the problem is on your banks end. In XXXX my card was suspended I didnt find that out until I tried to use it at XXXX how does a company do that? Good thing I had cash on me to pay for my purchase what a disrespect to the customer - suspending a card without any notice. Apparently, many cards were suspended because of their incompetency when they changed over their online system cards were split into two different sections when you log in. Because of this incompetency I had to prove my identity and send personal information to them. I had to send them the information three times because they absolutely do not know what they are doing. You never get the same person twice and you never have the same person working on your account. Its up for grabs when you call to complain. After I submitted everything they asked for, it still took several phones for my card to be reactivated. My attempts still continue to get transfers resolved or to please close the account and send me the remaining balance. I have a significant amount of money in that account. Emails were sent on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX and XX/XX/XXXX. The corporate office Comerica- was copied in ( CEO and VP ) and all they do is send it down to an advocate who also does nothing. No one will ever reply to an email because they do not want their fraudulent activities and ridiculous requests documented. I received one response from yet another advocate to tell me that Direct Express has been trying to contact me. I had two different advocates tell me that. The advocates both were able to reach me, yet Direct Express tells the advocates that they can not reach me. I had no missed calls, no voicemail messages and no responses to any of my emails from Direct Express. Here is my most recent experience. Once again I had to submit drivers license, birth certificate, address, phone number and a letter from my bank stating that the account that I want to transfer my money into belongs to me and is active. The letter from my bank is dated XX/XX/XXXX. I submitted everything on XX/XX/XXXX. I get a phone call on XX/XX/XXXX from Direct Express telling me that the letter from my bank is outdated, and I need to get an updated copy. This is abuse at this point. Complete and total harassment. The biggest fraud scheme by a bank. Please help resolve this abuse.
Company Response:
State: NJ
Zip: 08759
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I already went through all of this and that was checking on the status of the complaint it says you closed the complaint what does that mean you please explain why it says it in there
Company Response:
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A