Date Received: 2023-02-03
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I have two cards from Direct Express to get my retirement money every month.this month of XXXX they cancelled my card without my concerned and send me a new one witch is block.both cards now are blocked and I can't get my money.i am an old person that has health problems, XXXX XXXX XXXX XXXX, and probably I have another XXXX XXXX XXXX XXXX.i called Direct Express for more than 5 days also the Social security.now because neither wanted to help me I decided to open a bank account and tell Social security office to send the money there but I have to call Direct Express they said.i call Direct Express but they don't want to send my money to my bank acct
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: Good Afternoon, My name is : XXXX XXXX XXXX I am the legal and authorized representative payee for my son, XXXX XXXX XXXX. I have been using-Direct Express issued by : Comerica Bank . On Saturday, XXXX, XXXX, 2023 ; I was attempting to pay my son-telephone bill- Metro and the card number security code was not being accepted. I could not understand ; as I have paid with this card many times. Inadvertently, when I called to get an account balance from, Direct Express ; I was switched to card services. They informed me that card was blocked. I was advised of the documents that would be needed to unblock card. I faxed documents that were determined received ; but too dark. I then was advised of their email address : XXXX. I sent ten ( 10 ) email with copies of the documents front and back. I forwarded XXXX-State of Maryland, actual ssn card, address correction card and physical government employee ID from XXXX XXXX Government XXXX I was then advised on tenth try that ID were approved ; but birth certificate was still needed. All documents forwarded were received because of presentation of my birth certificate. Never the less, I had to obtain an appointment- XXXX/XXXX/2023 @ XXXX XXXX. I also went to Social Security Administration to report that I could not access funds. They contacted Direct Express and card is still block. My ticket numbers are : XXXX and XXXX. This willful refusal to unblock my sons benefits has created a severe hardship and exploitation of the a XXXX and vulnerable person. I can not even get my son medication and monthly expenses must be paid. In closing, this is a request for a full investigation as to the practices this company has and the willful neglect and financial exploitation that has been continuing with still no access to the benefits ( as I write this ). They never requested any of the verification when account was opened. They did not request my phone number or suggest and request my email and telephone number. They simply requested a PIN number to receive monetary government issued benefits. In closing, hopefully this company illegal practices will be brought to light and exposure to warn others and government officials of banking, and financial institutions and markets. Searching for Justice, XXXX XXXX XXXX
Company Response:
State: MD
Zip: 21215
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: Can not get a hold of customer service. This is for direct express XXXX XXXX. I have to pay rent and bills. My card has been blocked and I can not unblock it. Can not access my money.
Company Response:
State: TX
Zip: 77076
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX last year I received my bonus ( {$1800.00} ) and deposited via mobile bank using the Comerica XXXX ( XX/XX/XXXX ). The deposit failed due to a glitch and decided to use the auto bank in the nearby Comerica office ( XX/XX/XXXX ). Looked in the bank statement from XX/XX/XXXX to XX/XX/XXXX, and certainly the deposit from the mobile app showed on XX/XX/XXXX. Nothing on XX/XX/XXXX. Waisted a month to receive the bank statement from XX/XX/XXXX to XX/XX/XXXX, no duplicated depot is shown. On XX/XX/XXXX, a withdraw shows on my mobile of {$1800.00} with the following description : XXXX XXXX Ref # XXXX XXXX XXXX. Called the bank a couple of times and they said that it was an adjustment. On XXXX XXXX, I received the letter stating that it was an allegedly duplicated deposit. Be aware that is AFTER XXXX called them to dispute the transaction. Furthermore, On XX/XX/XXXX, {$560.00} showed on my bank with the description : XXXX - miscellaneous. Afterwards, a letter came explaining that Comerica Bank was overcharging for Comerica Web Bill Pay fees from XX/XX/XXXX to XX/XX/XXXX. No explanation on what has been charged and furthermore nothing on the bank statements for XXXX years. On the other hand, Comerica Bank charges {$34.00} per overdraft transaction. Without a grace period. I have communicated this to the bank on several occasions, but no answer was given. After almost XXXX years with the same account, I have decided to make a complaint since I certainly believe that Comerica has shown no transparency in their transactions with my account.
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My social security check comes to me through Comerica Bank ( direct express) and it seems like something was wrong with my account. Whenever I tried to use my debit card at stores, they would ask, did I have another card. I never use all my money and I wasnt able to pay my bills properly and my credit score was going down. Whenever I tried to go into my account or even changing password, I could not get in. I called in XXXX and said I wanted the supervisor because something was wrong. I also asked for statements because I it wouldnt let me in online. XXXX XXXX and XXXX were days I called. The XXXX, the woman looked at XXXX and said it started then. The statements came for XXXX to XXXX and I was horrified. I called immediately and asked for account to be closed because someone was using my account. There were different names purchasing things with XXXX ( I dont use XXXX) at least 10 - 12 times a day, daily for months. A supervisor never called. I faxed a statement and emailed one. They refused me. I went to police and filed police report. I faxed XXXX, and report on XXXX XXXX. Called XXXX XXXX ( they said I gave permission to ppl to take my money)
Company Response:
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2022 I went to an ATM machine that is owned and operated by XXXX ( XXXX ). I withdrew {$400.00} and did not pull the money out within the allot 5-7 seconds and the funds were pulled back into the machine. XXXX is requesting the supporting documents of the investigation from Direct Express the provider of my Debit Card. I have repeatedly reached out to Direct Express for a copy of documents which were used in determining a final outcome of a disputed investigation. The dates we called are XX/XX/2022 / XX/XX/2022 / XX/XX/2022 / XX/XX/2022 / XX/XX/2022 and XX/XX/2022. I then mail a request on XX/XX/2022. They have said they mailed the requested information but I have not received. I am unable to provide XXXX ( XXXX ) this information and am still waiting for my {$400.00}. XXXX ( XXXX ) XXXX no address provided Direct Express XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX
Company Response:
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My father has passed XX/XX/XXXX, I got a probate and Im over his estate. I have been in contact with direct express since XX/XX/XXXX about what all I needed to obtain his remaining balance. Direct express only deals with clients via email when it comes to deceased clients, and they never responded to me until XX/XX/XXXX stating i was missing a document. I was told the process only took 4-6 weeks, I reached out in XX/XX/XXXX and one of their employees stated the funds were claimed and a check would be issued within 30 days. The email team keep stating they dont have a time frame and when i call their employees keep directing me to social security , i made a appointment with them and they stated everything i need to do is with direct express. It is now XX/XX/XXXX, no one has said anything and still no check has been received, this is ridiculous. Almost an entire year just to empty out the funds in a account, someone needs to solve this problem.
Company Response:
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Beginning on XX/XX/ XXXX XXXX I noticed that money was missing from my Direct Express Bank card issued by Commercia Bank which manages my social security payments. It appeared there was {$150.00} to {$200.00} missing. I was in the XXXX and was not able to call my bank in Texas USA with the phone I had and there is no email address for that bank. Then in XX/XX/XXXX I noticed again there was money taken from my card by some unknown person or company which was another {$150.00} to {$200.00} which left me devastated because I only received {$600.00} a month for my social security. My US embassy in the XXXX had to repatriate me and fly me back to America because I had no money and when I arrived in USA I immediately contacted this Bank and complained to them and I also asked them to close my card account and reissue me a new one. The woman looked at my account at the bank when I called her and said she noticed about {$140.00} missing so she told me they would issue me a new card and add that amount back onto my card and then she told me she would transfer me to the banks investigation department named level 2. I was disconnected just as they answered the phone after waiting over an hour and this occurred two times the same day. When I called back again asking for level two the woman told me that she saw a certain company that was taking the money from my account but she said they were putting the money back on the account. The corrupt company named XXXX, which I had never heard of or had done any business with on XX/XX/XXXX withdrew money seven times that same day. My bank at my request, mailed me printouts for those two months. I see nowhere that the money was put back in which amounted to {$290.00}. My bank representative told me much of the money was put back into my account but I informed her that the money was missing and that my account was depleted because of this criminal action. I was also told that in the month of XXXX this year there were numerous attempts by that company to take more money from me. Finally on XX/XX/XXXX I was able to speak at length to their investigation department level 2 and they asked me numerous questions about have I shared my past word with anyone or was I robbed etc etc and my answers were all no so the woman told me that in three to five days they would finish their investigation and would refund my account. They did not do this. My primary question to this undependable Bank named commercia was why I didn't I see on the printout they mailed to me for those two months any evidence that the money removed was redeposited by that crooked company named XXXX My bank had no answer for me. Even today XX/XX/XXXX I was disconnected by level two at the bank after waiting nearly 1 hour and couldn't even ask them the question why they didn't follow through and replace my missing money. I have checked online and found that there are thousands of complaints about this bank and this direct Express Social security treasury card. I asked you please to assist me in this extremely urgent matter as I am XXXX years old and relied on this money to help me survive and to be able to buy my medications. If I can find a place here on this complaint form I will send you screenshots of my account statement to prove what I'm saying is true.
Company Response:
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Debit card charge for purchase I didn't a authorize XXXX
Company Response:
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My debit card was stolen while I was in the hospital and unauthorized charges were made. Direct Express by their own rules are to provide provisional funds to my account while an ongoing investigation. I called Monday and was told I was denied, there is no way Direct Express conducted a thorough investigation in only a few day 's. It's very clear, my card was stolen as indicated in the documents I submitted. This is one of the greatest problems with Direct Express, there is no accountability
Company Response:
State: FL
Zip: 33179
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A