Date Received: 2023-03-02
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: XX/XX/2023 I tried to use my card it declined because it expired XX/XX/2023. I having been calling Direct Express everyday all day to speak to someone about not receiving card that the automated service says was sent out XX/XX/2023. U never received a replacement card and the system is saying high call volume try your call again later I have been calling every hour and still cant get a hold to a representative to atleast have a new card shipped out. My rent is due in the XXXX if this month and I cant access the benefits on my card. Now I will be charged {$200.00} additional for late fee. I need access to my funds and all fees that so have to pay because of this negligence by Direct Ecoress to be reimbursed too,
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: Direct express has locked my card for no reason and they won't unlock my card they are keeping my SSI benefits I need to pay my bills. They won't tell me why they locked my card. They asked me to email them my kansas i.d I did that now they are asking me to send a picture of my social security card and my birth certificate. This is ridiculous. I want my money
Company Response:
State: KS
Zip: 66044
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: This happened on XX/XX/23 once for XXXX dollars, it also happened on XX/XX/23 for XXXX, XXXX, and XXXX several times when my credit card was charged from XXXX XXXX mobile. I tryed to reach out to XXXX but got nowere because im i dont know what these google charges were from. I do have a XXXX account that i use only to back up my photos i checked my XXXX account and i did not see any of these transactions in my account such as subscritions or play store purchases.When i looked up the merchant XXXX XXXX mobile i saw similar complaints about unautherized purchases, i tryed to contact them about the purchases and got nowere. I had contacted my bank write when i saw these purchases, i am always checking my balance because this is my income card for XXXX for my rent and other bills monthly. I had just recieved my first child survivor bennifit days before of XXXX dollars so i new that i had money on my card. I was watching a movie at my moms house that weekend because every weekend i spend at my moms with my son to do laundry.So we had watched the movie and i decided to order some doordash for dinner, tryed to place my order several times and my card would not go through. i was confused so i checked my bank card app and my balance was XXXX dollars and then i saw all the pending purchases from XXXX XXXX mobile.I immeditly called my bank card to disput these unknown charges that i did not authorize.the women on the phone was like oh my got there are so many charges. so i was sure they were going to help.They did not after about a week i got the paperwork saying the denied my disput.They said the transactions were not unauthorized that i must have made them. I was very upset at this point so called them back because they didnt even give me a option to apeal the decision, they told me to email them an apeal letter and i did. Never heard a thing back, so i called again they siad my case was closed and that i needed proof i was in jail or the hospital at the time, i was confused. I called legal services they said to try attorny general they said to try consumer finacial protection. I just want my money back i did not make those transactions. I dont think that the people on the phone at direct express were trying to help me.I have had to disput a transaction before and did not have a problem, i thought i had a right to my own money. ther were about XXXX transactions in all some were XXXX, XXXX, and XXXX all from XXXX XXXX mobile.I dont want this to happen again that was alot of money that was taken off my card and i want this resolved. it was my sons survivor bennifits i dont undrestand. I dont have any proof of anything because i dont even know what XXXX XXXX XXXX is. i Looked them up but i am still confused why i would drain my own account and leave me and my son broke for the rest of that month.
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-26
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: Hello.Im contacting you in regards to my Direct Express Company.Im XXXX on Supplemental Security Income and i get my check deposited every month with this bank On XX/XX/2023 i contact Direct Express customer service in regards to my card being lock they said that the wrong pin was entered a few times so they locked the card, they could not help me because i changed cell number and could remember my old number because the new cell did not match the records on file, so on XX/XX/2023 i send Direct Express proof of identity my ID and birth certificate, again they refuse to help me, they said to call the SSA and maybe they could help and this was the third time calling my local SSA office but SSA told me i have to deal with Direct Express directly, i will be going on 3 months now not being able to pay my bills and dealing with late fees.Please contact me in regards to this serious matter, Thank You.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-02-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-26
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: My account with US DIRECT EXPRESS has been repeatedly locked for unjust reasons. I am asked to send original in color personal documents over and over to a unsecured email address supposedly to verify my identity. This account was referred by the US Treasury Department who has a government contract with this company my identification shouldn't be in question and I've provided requested documents over and over and issue with having hold released from my account in turn giving me access to my Government Benefits that have been deposited by US Treasury Department to this card they refer us recipients to have been denied. This has been ongoing problems with this company putting some of the most vulnerable citizens in distress over funds not being made available either by holding them are them being fraudulently taken from the account. This is my only income and I am XXXX I need to have this issue resolved with US DIRECT EXPRESS but no cooperation on their behalf. Wait times for customer service are grueling and even then told the same thing send documents that I am continuing to send verifying identity and no action being taken.
Company Response:
State: TX
Zip: 779XX
Submitted Via: Web
Date Sent: 2023-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hi ; I need to dispute this transaction for merchandize not received. XX/XX/2023 XXXX XXXX XXXX XXXX XXXX {$440.00} The seller must sent the item and I should get it on or before than XX/XX/2023, since then I been trying to contact the merchant without sucess. I bought protein snack and gym suplements.
Company Response:
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX some odd dollars was taken from my account and they denied my dispute my veteran benefits were compromised and they didn't want to do a thing about it I've had 5 funerals since the incident so I have had time to report until now. I'm infuriated the I vestigayion results they said my statements were inconsistent I filed a police report before I even called them
Company Response:
State: FL
Zip: 33177
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Name : XXXX XXXX XXXX Case # XXXX RE : Escalation of dispute claim I am providing this email to serve as my statement for Dispute Claim number XXXX about unauthorized charges from a vendor, XXXXr, that took place on XX/XX/XXXX and XX/XX/XXXX that I didn't authorize and I don't know this merchant. They also attempted {$150.00} to the card ending in XXXX today, XX/XX/XXXX. I filed a dispute with Direct Express and they denied my claim even though they are aware that my card was locked when this merchant fraudulently obtained monies from my account. My debit card was locked and this merchant fraudulently obtained monies from my account totaling {$830.00} and I'm also requesting that the monies be returned immediately, as this has caused a financial hardship, due to my card being disabled. I would also like to have the fees associated with having to expedite my card on the two dates, XX/XX/XXXX and XX/XX/XXXX to be returned in the amounts of {$13.00} each and the associated {$4.00} card replacement fee to be included as well. I contacted the merchant and they informed me that since I don't have an account with them I need to dispute this with my bank. I spoke to them again today because of their newest attempts and was told the same thing. I informed them I'm having them investigated for fraud and they hung up on me. I am requesting the escalation of this dispute because the original claim was closed without investigating the fraud that has occurred. The following are the charges, including their dates be included with the provisional and investigated claim : {$220.00} - XX/XX/XXXX {$90.00} - XX/XX/XXXX {$200.00} - XX/XX/XXXX {$160.00} - XX/XX/XXXX {$160.00} - XX/XX/XXXX Thank you in advance for your assistance due to this fraudulent and unauthorized activity. XXXX XXXX XXXX
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 I detect several withdrawals from my checking account from the company XXXX XXXX XXXX California, XXXX. These withdrawals was not authorized by me. I called Direct Express on XX/XX/2022 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/2022, 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/2022 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/2022 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/2022 I received mail from Direct Express Fraud Department dated XX/XX/2022 that the investigation has been completed and there weren't any findings of fraud. Upon receiving this letter 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.
Company Response:
State: PA
Zip: 19121
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Money was taken out of my account at a time before XXXX from a person or merchant in the amount of XXXX, I recieved at the time XXXX or so a month to live on from SSI.and it obvios this guy new how to milk a card and my bank or the fruad department they sent me three different letters the first time all saying different things. The little information I could get from the bank did not in fact come from the fruad department as to this day not one of them has taken my phone calls Just on hold for hours and hang up. I have texted the so called merchant with no response as well. I want real legal action and people who are clearly incompetent should be fired the Bank is Direct Express a branch f of Comerica. It's wonderful to be ignored like that.
Company Response:
State: CA
Zip: 91701
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A