Date Received: 2023-02-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My sister is XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, Georgia XXXX. She XXXX XXXX on XX/XX/XXXX, XXXX She was a customer of Direct Express , a subsidiary of Comerica Bank XXXX XXXX XXXX. I have been in touch with Direct Express and they have mailed paperwork for me to retrieve funds left in the account. I am next of kin. She had no children, so there would be no other claims that would be filed. Her mother is XXXX XXXX XXXX. I have been with her the past 12 years as she can no longer live alone. I am the executor of her estate as stated in her will and I handle all the business of our home. My name is on all pertinent documents concerning her health and finances. I have received and returned three sets of documents properly completed and executed and need to find out why Direct Express is choosing not to process my request. As the regulating agency I want the CFPB to find out why. Direct Express is not letting me know what is. wrong.
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: 1. XXXX charged my DirectExpress account for {$99.00} XXXX XXXX, XXXX and when I complained, XXXX promised a refund and said refunded. Then they recharged card again on XXXX XXXX, XXXX. I tried to do a dispute with Direct Express and could get no help. They just canceled the card and mailing a new card but not fixing the problem. Direct Express says they are open 24/7 but consumers get nobody to help. Tried to dispute 2 transactions and nobody answered when Direct Express cancel3d and ordered new card 2. XXXX XXXX XXXX sold a policy over the phone to me in XXXX XXXX. I am XXXX and deaf on phone. They charged me on Direct Express a monthly bill of XXXX which I immediately tried to cancel with XXXX XXXX XXXX and Direct Express. I am being billed again by both Direct Express monthly and can not stop it because nobody from Direct Express is accessible to dispute and XXXX XXXX XXXX is inaccessible. I am on XXXX, XXXX, XXXX State of Colorado long-term XXXX and can not afford private life insurance. I was confused by the agent, did not understand because of my deafness. This billing from XXXX XXXX XXXX needs to stop and a refund issued regarding a policy number XXXX immediately to me based upon XXXX XXXX XXXX defrauding an XXXX XXXX XXXX female. Thank you
Company Response:
State: CO
Zip: 802XX
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: 2023-02-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Direct Express put a " freeze '' on my card on XX/XX/2023 because they said " fishy business '' had occurred with my card. They did not tell me what the " fishy business '' was and they did not call me to let me know that they were freezing my card. Later, they said if I could prove that no " fishy business '' had occurred with the card ; that they would " unfreeze '' it. I proved it and they still have not unfrozen my card. I have had my card on me this whole time. They hang up on me when I call about the situation and they put me on hold for over an hour at a time. SS does not affiliate with them. Thank you for your help. XXXX XXXX my Social Security, XXXX XXXX XXXX, and other federal benefits be safe? Yes, with the Direct Express card, your money is XXXX up to the maximum legal limit. In addition, the consumer protections required by Regulation E ( 12 CFR 1005 ) and XXXX XXXX XXXX ( exceptions may apply ), protects you against unauthorized use of your card. When promptly reported, this will apply to your debit card account. Finally, if your card is lost or stolen, it will be replaced upon request.
Company Response:
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-11
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Comerica Bank on XXXX XXXX bad service. I went to cash my check only to find out 20 minutes of waiting I cant cash it. They had me wait just to tell me they cant cash the check. I was profiled of having a fake check.
Company Response:
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Since XXXX I have been locked out of my account so frequently that I don't have the exact dates. Last year it was all summer off and on for a three month period. This time I have been locked out of SSI Direct Express for more than one month. I have been evicted, unable to get my car out of impound, eat, and " daily living '' skills are not applied as my money is more than not frozenby direct express without explanation, notice, orfeaudelent activity. There has been no suspicious activity by myself. I am now rendered homeless. I have not received anything in writing, norhas any investigations taken place. I ask for that information and I am not give an answer. Often documentation I send Direct Express is denied when social security and the department of social services views my identification and tellsmeitisvalid. Social security says that they can no longer help me. I am borrowing money and doing without. Please help me. I amat a total loss as to what ro do andstronglyfeel myrights are being stepped on and that access to my account is not by me, Comerica the bank on emailed my debit card to another address in XXXX XXXX. Please help me regain my rights. They won't allow me to lose my account because they said I can not have my money that legally and rightfully belongs to me.
Company Response:
State: WA
Zip: 98125
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: So XXXX wanting to file a UDAAP complaint due to me ordering a card under certain provisions that it was going to be a replacement card for broken card and that it would come with the same identical card number just a new expiration date I ordered this on until XXXX of XXXX right before my bills were coming out of my direct express card and I am a recipient of SSI supplemental security income. And so I confirmed that I was ordering a replacement card for a broken card or damage card and I confirm that and then I got an email a few minutes later that said that they had in fact blocked my card and I was being issued a new one with the new number and so all my bills that I had coming up in 2 days had nowhere to take money out of. As a result I incurred {$190.00} and some change for late fees and subscription bounced payments failed of payment attempts etc. Unfortunately US direct Express does not allow for screenshots on their website so I was unable to get any screenshots for verification but the complaint type wanting to file is against US direct Express or direct Express is what they're called and then the card issuers for them are Comerica Bank. According to what I was informed I was informed what is listed below : The bank would be liable for the damages incurred due to their mistake in changing the type of card without proper notice. It is the bank 's responsibility to ensure clear and accurate communication with their customers, and any miscommunication or errors on their part can result in financial losses or inconvenience to the customer. If you've been affected by the bank 's actions, you may consider reaching out to their customer support or a higher authority such as a consumer protection agency to seek compensation for the damages. And to further the complication of this whole situation I got a hold of Comerica who is the corp for US direct Express and the person from the division for escalation reached out to me and she told me that this option that they have on the direct Express app is known about they know about that problem and that direct express just doesn't have a way to honor that option so like there's other people that have been going through it too as well and it's caused me a lot of heartache and a lot of setbacks and everything else. So to summarize this is my official complaint is that : the bank promised to reissue a card with the same original card number and then changed the card number without proper notice or consent, it could be considered a UDAAP violation Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) regulations. UDAAP regulations prohibit financial institutions from engaging in practices that are unfair, deceptive, or abusive to consumers.
Company Response:
State: OR
Zip: 97303
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Agent named XXXX called me XXXX XXXX today after XXXX hour wait!!!!! He shut off my card to be dirty. LOCKED ME OUT OF MY ACCOUNT! This is regards to current complaint for XXXX $ charge. THIS IS APPAULING! I WONT BE TREATED BY A XXXX OVER HERE IN TEXAS FROM XXXX!!!! DIRECT EXPRESS CALLED ME PER CONSUMER PROTECTION AGENCY WHO WAS ALSO ABUSIVE ALSO!!!! UNLOCK MY ACCOUNT!!!!!! NOW.
Company Response:
State: NJ
Zip: 08330
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I have tried to get a replacement card from direct express, and can't get a hold of anyone anymore, and they refuse to send me a paper check for my money on my count. XXXX will not replace my money either. So I have 0 other choice but to do this.
Company Response:
State: UT
Zip: 84015
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: So I was told back in XXXX that my checking account was closed due to no funds. To find out my account was under investigation when I didnt know I didnt receive a statement I havent used my bank account since at least the end of XXXX not once I have been banking with XXXX. And theyre checks that are deposited into my account for over XXXX $ my account has never had over at least XXXX $ so they tried to say I did it and overdrafted my girlfriends account by using her grandmas saving account to get the funds of XXXX $ on XX/XX/XXXX or XX/XX/XXXX the bank keep saying. I have never had over XXXX $ if you look at the bank statements youll see the inconsistencies. They have have taken it 2 times saying I was the one who overdrafted it which is not true. I have been banking with XXXX now my credit is going to be ruined because of the negative funds. They say its closed but whos to know when they will replace that money from her grandmas savings account that my girlfriend is on.
Company Response:
State: MI
Zip: 48035
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: My number is XXXX please call yMy name is XXXX XXXX XXXX XXXX My identity has been stolen my credit card my social security card been stolen XXXX XXXX XXXX XXXX XXXX I was notified that they have used my identity to receive my social security benefits without my permission I am on my way to social security office I was informed that day used my name to get my social security benefits and I'm not receiving my social security benefits I didn't give them permission to do that can you help me please I am homeless and all I have is my XXXX and they have gotten my XXXX and I need help with getting it back I did not give them no right to to get my my XXXX and I need help and I would like to have them arrested for
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A