Date Received: 2023-03-16
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XX/XX/23 : tried to activate new Direct Express card from a phone other than what is listed on my ssa application, recording said information not valid, this put a suspension on card and i had to send an email with ID so direct express could verify my ID. XX/XX/23 : -Did n't hear back and forgot it wasn't activated. -tried to use in Store to make purchase and was declined. -called customer service ( at the ONLY number listed anywhere for them ) ( 75 mins until I spoke w/a person ) : -the agent confirmed I'd was verified. -the agent activated the card and lifted the suspension off of the card said everything, including PIN were " good to go '' XX/XX/23 : -tried to use the card at the store and it was DEINED AGAIN! -called customer. Serv. That agent told me the card was not activated to call back and activate it through the automated system. >tried several times only to be transfered to cust serv after the 2nd attempt. -2nd call, same agent, says it needs to " reset '', to try again after XXXX. XX/XX/23 : XXXX : tried activating again after XXXX, same thing, " information unvalid '' and, again, after 2nd attempt I get forwarded to an agent who forwarded me to a " next level agent '' who told me the ONLY way to activate card is through the automated system, that there absolutely was nothing he could do for or tell me. If Direct express won't help me access my money what can i do to get my money out of their bank? The customer service dept is failing everyone that depends on them. The phone # only allows one to activate or report a theft/lost of a card. And after 2 attempts, sends one to an agent automatically, who then tells you the card can ONLY be activated through the automated system. What this means ; since the system keeps not recognizing my information I clearly can not activate the card nor use the card. So if Direct Express can not assist me in accessing the card WHO CAN? and what can I do?
Company Response:
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: On XX/XX/XXXX wife passed, on or about XX/XX/XXXX went to social security office to make aware of death, called Express Direct to make aware of death of spouse, XX/XX/XXXX received letter from Direct Express gave tracking #, required documents to release funds ( {$8900.00} ) and the processing time frame of 4 - 6 weeks, was made aware of {$50.00} processing fee in the letter also, mailed death certificate & nortized small estate affidavit statement as per letter request XX/XX/XXXX, it was received on XX/XX/XXXX as per certified mail receipt. Phoned company over 30 times between XX/XX/XXXX and XX/XX/XXXX still no response they are refusing to send the {$8900.00} its been well over the processing time.
Company Response:
State: IL
Zip: 60409
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: Surprise charge of {$13.00} per month for maintenance fee on XX/XX/2023 and XX/XX/2023. I realized it today, XX/XX/2023. I was never given a warning that my account would be charged the fee. Nothing on website describes what it is for. I have been banking with this institution for over 10 years. I called and the representative said that this was because my balance was under {$1000.00} and this threshold was information that I apparently was given when I opened my account over 10 years ago.
Company Response:
State: WA
Zip: 98102
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XXXX XXXX I was missing {$200.00} and XXXX XXXX I was missing {$200.00} and XXXX XXXX I was missing {$200.00} and XXXX XXXX I was missing {$300.00}. I've tried to do a complaint to direct express they told me they have nothing to do with it that I have to get ahold of my paying agency witch is SSA. I called SSA they told me that once the funds are on the direct express card.SSA is not responsible that direct express is responsible for my funds being missing. Their both giving me the run a round blaming each other so here I am getting a hold of you guys CFPD. .PLEASE I NEED YOUR HELP
Company Response:
State: CA
Zip: 95991
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Was bank used by social security to work with funds security, Funds are not being able to be with drawn. Co merica is supposed to be care taker for dispersing my social secuiry funds. This bank is not partaking in this dispute process. Not listing with this disputing agency. This bank uses Comerica to issue funds
Company Response:
State: CA
Zip: 90620
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: XX/XX/XXXX I wrote a {$2500.00} check from my Comerica account. XX/XX/XXXX the {$2500.00} check was deposited, via mobile deposit at XXXXXXXX XXXX The check was debited from my account twice ( {$2500.00} x2 = {$5000.00} ) for the same check. XXXX I reconciled my account using my bank statement. My bank, Comerica, showed the check being debited with two different check number, one was the correct check, the other was a check that was written two years prior. I contacted Comerica, filed an investigation and Comerica told me to talk to the person I wrote the check to and get the money from them. I spoke to the person I wrote the check to and the money was taken out of their XXXX account on XXXX XX/XX/XXXX After dozens of calls to Comerica customer service and my branch, I went into the Comerica branch near my house. They said they were aware of the situation but said they would get back to me ( I have heard this for 5 months now ). I told Comerica I was filing a complaint througha third party consumer advocacy group. I am requesting reimbursement of the {$2500.00} along with compensation for no access to my funds for one year.
Company Response:
State: TX
Zip: 77477
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: Greetings, funds were posted on my card but the ATM says ... " Transaction Cant be made at this time. '' XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sent me a new card ( unrequested ) and directed funds to be put on this new card. I activated it in XXXX and used it successfully. Now traveling in XXXX, my card is not working. So hear this : When I call # on back of card and goin through all the prompts, a voice says ... " we experiencing extremely high volume call back ''. Just tried at XXXXXXXX XXXX and got the same message after about 15 attempts at different times. Anyone experiencing similar problems or can give solution? Thanks ... and I know bout changing card companies. DM or XXXX XXXX Running out of patience bout my own money. IMPOSSIBLE TO TALK TO A LIVE PERSON ABOUT THI MATTER.
Company Response:
State: GA
Zip: 30088
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: My USDirectExpress account has been hijacked, over {$60000.00} has been withdrawn without permission, my Social security XXXX account payments have been changed to a bank that I do not have access to, and I can not withdraw money from my account.
Company Response:
State: NY
Zip: 10456
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: hi i been using a acct with direct express i get ssi benefits from Social Security comerica bank has something to do with them i also know comerica bank has been under investigation.i cant use my card i have over XXXX dollars in the acct i been trying to call customer service from 6am 2pm no one answers it gos to a recording in all my years of doing bussiness with a financial institution this has got to be wores this is absolutely total freaking garbage they need to be shut down they need to be gone have nice day ....
Company Response:
State: CA
Zip: 92201
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: This is the only card I've ever had that makes it next to impossible to use your card. The only way you can make payments is through using the actual card number and exp date as a credit or debit transaction. That's okay for household utilities, but what about credit cards and other bills? They provide no routing and account number that will allow you to pay other bills. So your options are credit debit transaction or withdraw from an ATM. As XXXX card designed for elderly and XXXX, this is ridiculously inconvenient. They used to offer a direct bank transfer for a small fee though it took 3 to 5 business days to hit the other account, at least it was something. They stopped the service with no warning or explanation over two years ago, but it's still featured on their website and customer service still tells people it's available ( if you manage to reach someone ) and it still lets you start the process, and takes the money out of your XXXX account for a few days just to bounce it back to your card and leave you floundering trying to figure out how to transfer money to a legitimate account each month. XXXX XXXX? Blocked. XXXX XXXX and XXXX? Blocked. XXXX transfer? BLOCKED. And that's on top of the countless complaints of fraud and issues with ATM machines where people get a receipt for a withdrawal but no money. Please! The government needs to find another vendor and shut them down. It shouldn't be so hard to use your own money to pay bills.
Company Response:
State: VA
Zip: 23607
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A