Date Received: 2023-01-22
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: someone used my XXXX XXXX XXXX or numbers to charge XXXXXXXX XXXX XXXX purchase that was declined and then charged XXXX dollars on my XXXX XXXX XXXX XXXXn XX/XX/XXXX in XXXX, Texas at a place named XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I used my XXXX XXXX XXXX at stXXXX XXXX XXXXnd spent XXXX dollars on XX/XX/XXXX. Then on XX/XX/XXXX someone charged my card for the amount that presented above. I made a fraud report on XX/XX/XXXX at the XXXXXXXX XXXX XXXX XXXX and turned in the card and got a new one. previously before that I was getting XXXXXXXX XXXX XXXX and I think people stole my card numbers on XX/XX/XXXX. previously I noticed this happening before for months and months people taking little amounts at a time but I thought that I might have been mistaken. I filed many reports with the police department of justice and also the dta by misfortune application and in office they put in fraud report. I want to sign up for XXXX for a reimbursement of the XXXX cash I spent for food this month and also get the XXXX food stamps reimbursed because I am XXXX XXXX XXXX XXXX XXXX I have to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX asked the XXXXXXXX XXXX XXXX XXXX XXXXXXXX afteXXXX XXXX XXXX XXXX but I was unable to get them also my social security card was stolen as well due to me being XXXX. I was getting extra cash benefits but I don't know why they stopped can you please sign me back yo for additional services. please contact me by email cause I was XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, please can you help me obtain my XXXX benefits and a free phone so I can continue on my XXXX XXXX. I AM TRYING TO CLOSE MY DIRECT EXPRESS ACCOUNT BUT THE IN IS LOCKED AND I CAN CLOSE IT BEFORE MY BENEFITS ARE ON THERE THE XXXX OF XX/XX/XXXX. I TRY TO CALL DIRECT EXPRESS AND THE SYSTEM KEEP RE-ROUTING ME IN CIRCLES AND I CAN'T EVEN TALK TO AN OPERATOR I NEED ASSISTANCE IN STOPPING THE CARD. I SENT THE XXXX BENEFITS EMAILS OVER 4 TIMES AND IN PERSON PUT A FRAUD CLAIM ON XX/XX/XXXX AND I AM NOT GETTING ASSISTANCE SINCE THE THEN AND NOW IT IS XX/XX/XXXX.
Company Response:
State: MA
Zip: 01851
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: My Direct Express Card issued through Comerica Bank expired on XX/XX/XXXX, and I did not receive my replacement. It was sent to my address from 3 years ago. So, I called to let Direct Express know on the following dates and no one answered : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I spoke with a representative, and this is after more than 15 calls to this company. The representative updated my address and said they had sent a new card. The representative stated it would take 10 days. I asked if I could access my disabled son 's benefits another way, and they said no. Fast forward to yesterday, my card did not arrive. I figured, okay, we had XXXX XXXX XXXX, I'll check tomorrow. Today, XX/XX/XXXX, I still have not received the card in the mail. I called and was on hold for 45 minutes til I spoke with representative " XXXX ''. He said they had issued a card on XX/XX/XXXX, and I said I haven't received it. He said they can expedite another one for XXXX, I said that is not okay. I would like the tracking from the previous card. He said that tomorrow I could get tracking for the card. That he would text it to me. I asked if someone could help me access my account online as I had forgotten my password, and or username. He said because you do not remember the password or username, and your current card expired, you will not be able to log in online. I asked if someone in IT could help me access the online account despite this and he said no. I am very frustrated. These benefits assist me in caring for my son who is only XXXX and has XXXX XXXX XXXX XXXX This company is taking advantage of people. It shouldnt take this long to receive a new card. I should also be able to log into the account online. AND, there should be a way that I can go IN PERSON and withdraw this money. Lastly, it took me over XXXX hours to even get to someone after several calls just to get a replacement card.
Company Response:
State: KY
Zip: 40324
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Advertising
Subissue: Changes in terms from what was offered or advertised
Consumer Complaint: On XXXX occasions, XX/XX/XXXX, XX/XX/XXXX, XXXX, and XXXX, I submitted ALL pertaining documents and information to be able to transfer funds from Direct Express by Comerica Bank card account to my personal bank account. The times I contacted Direct Express customer service I was notified that my requests for ID verification and transfer attempts or requests were summarily denied. No valid reason or explanation were given. The XXXX times an advocate tried to reach me never followed up with my voicemail messages. Only a half-baked attempt via email was made with the following canned response : " On Mon, XX/XX/2022 at XXXXXXXX XXXX Advocacy - US DirectExpress XXXXXXXX XXXX XXXX XXXX wrote : Hello XXXX XXXX, XXXX attempted to contact you again with no answer and left a voicemail. I will be making the final attempt tomorrow. Please let me know the best time to contact you. Thank you and have a great day. Respectfully, XXXX XXXX XXXX XXXX XXXX Direct Express XXXX XXXX '' The message I left pursued a more diligent response : " Monday, XX/XX/2022 XXXX XXXX XXXX XXXX XXXXy - US DirectExpress XXXX XXXX ; XXXXXXXX XXXX XXXX XXXX Subject : [ XXXX ] - Re : Direct Express Immediate Attention Required Thank you for following up with me. It doesn't make sense that your XXXX attempts to contact me either after your office is closed or with an unmanned extension that goes to a voicemail whose mailbox is full. I will reach out to your supervisor so as to escalate this issue you seem to create deliberately and hopefully someone else will pick up where you left it. Regards, XXXX '' XXXX advocate left an inadmissible response on XX/XX/2022, XXXXXXXX XXXX XXXX " Good Morning XXXX XXXX, My workday is from XXXX ( XXXX ) so I'm not able to call you after hours due to being out of the office and I don't have a callback number. The number provided is a voicemail box, so if you've attempted to call that, I won't answer. What is the best time to contact you? Please let me know so I XXXX further assist. If you wish to speak with a supervisor instead, I will relay the message and they will reach out within XXXX business days. Thank you and have a great day. Respectfully, XXXX XXXX XXXX XXXX XXXX Direct Express XXXX XXXX XXXX : XXXX '' Another advocate named XXXX contacted me only once with the same merry-go-round routine. XXXX another message directing me to an unmanned number, and said person never returned my calls specifying my name, phone number and best time ( XXXX ) to call back. Direct Express deliberately continued to breach contract and exercise discriminatory profiling and practices that violate altogether consumer laws and fiduciary duties and responsibilities towards me, a consumer and a beneficiary of XXXX compensation. I seek detailed explanation of why I was denied transfer services ( never given in writing or by word ) and reassurance that " advocates '' and their supervisors will be retrain in customer service when dealing with customers who are mentally XXXXXXXX XXXX Following up on my claim I asked for a supervisor to step in so I could escalate my complaint but to no avail. On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX I have sent the information and details pertaining in particular what the company claimed was missing MOST RECENT BANK STATEMENT with BANK 'S ROUTING AND ACCOUNT NUMBERS. Direct Express by Comerica Bank still denies transfer services as advertised and described and vehemently and purposely ignores my concerns and request to expedite transfers.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: We have been attempting to access my online account to download two months bank statements needed to rent an apartment. Every time we call Direct Express we are told that someone from tech support will call us back withing XXXX hours. Yet, no one calls us back. We are about to lose this apartment because Direct Express refuse to do their jobs. The bank changed their website several months ago. The information on the new site says that if you are not using their app, you have to change your User ID and Password, but when you try to do that, the system claims the card is already registered. When we try using the old User ID and Password, it tells us to call the Direct Express Customer Service number. There is an option on the menu for website support, but all they will do is turn in work order that is never responded to. We are about to lose this apartment.
Company Response:
State: VA
Zip: 23803
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Comerica Bank ... .UsDirectExpress ... Military XXXX payments access of my account fraudulently in excess {$21000.00} in XXXX XX/XX/XXXX. Locked account and filed a fraud claim with UsDirectExpress ... awaiting a resolution as of XX/XX/XXXX
Company Response:
State: CA
Zip: 91364
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I might have been overdrafts a XXXX and all of a sudden I see a few overdraft fees. I have supplemental income from the treasury department.
Company Response:
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I called the customer service phone number to ask why I couldn't use my card that had money on it for certain things. For example I can buy clothes and games online with my card but I couldn't order uber eats online. They asked me to verify my information. I was able to verify the following ; -name -DOB -FULL ADDRESS -Sent Picture of current XXXX state ID I however was not able to verify the phone number and/or email on the account. As I've had several emails and phone numbers since.. and this is maybe years later since created. After I gave the incorrect email they froze my account. My only income is XXXX and the funds go directly to thay account. I suffer from XXXX and XXXX XXXX XXXX. This took such a toll on my mental and if it wasn't for my sons mother I wouldn't have had any clue what to do. From the XXXX hour wait time on the phone to speaking to countless people who refuse to help me I was getting no where. My sons mother advice to me was go to the office where I was also denied help. I was told I can change my direct deposit information but I would have to wait another month for the check. But they couldn't help with the current funds on the account.. only the pending and future funds. They sent me a check and I set my ssi payments up with another bank.. however the current amount on the card is still there and I still do not have access to it. I have not been able to use this account since mid XXXX and though I was able to handle this pending and future deposits. The amount that's been on there is being held XXXX. They refuse to close the account and send a check because they refuse to unlock the account. I'm lost sleep and put in financial hardship over this. I have a XXXX year old. I have bills. My family depends on me and they should be able to when I'm doing all I can. Direct express refuses to help me no matter the times I call nor the emails I send. The account is still open and money still there. I can not continue to hope they do the right thing. I need help
Company Response:
State: NY
Zip: 10473
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I received a letter in the mail stating that I would be getting a back payment on XX/XX/XXXX for XXXX which did post to my account on XX/XX/XXXX but then all the funds were gone soon after someone had my information or account number so I never actually received any of the money it got deposited then disappeared after when I called Direct Express I was told to cancel my card and fill out dispute forms which I did and then sent back to them yet the bank is claiming their not responsible and I would have to call XXXX office I did got the Run around from them then told to call direct express still got nowhere and I never received any response to the fraudulent charges or how the matter would be taken care of.
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Direct Express card is where I have my XXXX benefits direct deposit onto. They issued new cards starting with a different XXXX digit number, XXXX, and closed the Department that handles the old card starting with XXXX. It also closed the old card where I can not get the remaining XXXX payment balance. The company tells you to call the number on the back of the card but since the Department is closed the number doesn't work. I called the number on the back of the new card and they tell me they can't help me and that's where I'm at, can't use my remaining balance of my XXXX benefit payment on the old card and no one will help at Direct Express
Company Response:
State: OH
Zip: 44094
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone opened an account in my name and address with Comerica Bank. I received XXXX statements with a XXXX balance. Knowing I had not tried to open any bank accounts I thought it was a mistake but when I received a second statement still with a XXXX balance, I called Comerica and the rep, XXXX, told me it was opened on XX/XX/22 and closed on XX/XX/22 after they discovered it was a fraud attempt. They suggested I report the fraud incident.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A