Date Received: 2022-09-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Good afternoon IAM A DIRECT EXPRESS CARD HOLDER I have direct Express card with Comerica Bank name is on the card AND I HAVE TRIED TO WORK THIS OUT WITH THEM DO FILING COMPLAINTS WITH CAMERICA BANK AND DIRECT EXPRESS TOLD ME THAT I CAN NOT FILE ANY COMPLAINTS AGAINST THEM SO I WENT THROUGH COMERICA BANK I COULDN'T EDIT THIS BECAUSE IT SAID I LOSE ALL THE INFORMATION SO I'M ADDING IT TO THIS BECAUSE THE OTHER FORM SAID IF I PUT YES IF I TRY TO WORK THIS OUT IT'LL BE LOST as well I have I have found several complaints last year with direct Express in regards to harassment both in XXXX conversations as well as dangerous XXXX conversations being told to me through someone through direct Express calling me from strange numbers as well as getting this person every time I call back to direct Express last year this year I get the same people as well that I've had a problem with so when I have problems with people they must transfer my calls or something to the same people also they have stolen money for me as well as lied about money coming back from XXXX XXXX said that they're also found the frog complaint against direct Express also are they blocked my card all the time and I never reported my card and lost or stolen or damaged also I was told when they did this before XX/XX/XXXX to the XXXX and then I was on a white list for my car to be unblocked they told me that it never happened under these things took place although I have it on tape there's so much going on with them as of the other day I asked to speak to the supervisor a lady told me that I could not speak to a supervisor and she was not putting one on the phone after I told her I had the right to speak to one about my account I also have that on tape too I have a number of things on tape they're still in money they're lying about money they're always blocking my card and canceling my car then will my card gets unblocked they tell me XXXX has taken the I have XXXX on the phone XXXX saying no such thing has happened several times and I have that on tape a one gentleman from XXXX told them there was no history of my card at the time and date and they need to give me my money back direct Express said they couldn't give me my money back and the man said you have to give her money back we didn't take it she didn't make any orders of purchases with us so this is a lot but there's more to this and I don't want this to be so Clogged up that you guys don't read everything but there's a lot I have supervisors that have lied to me about money and I have been told I was going to get money and lied about me receiving money when other people admit it I never received the money and they even said what's going on here I have a lot of this on recordings and it's just a lot to go through it's only me they have also blocked my card and told me that XXXX took the money and I said how can XXXX take money when you guys block and suspending my card direct Express continues to steal money they continue to lie about purchases being made and that my money has went here and there and the company 's have told direct express that they were lying and they were going to file complaints against them as well they also told me that money disappeared off my account and they didn't know how I did it and that they were trying to get it back I also will call in and make complaints and they will have the same people over and over again taking my calls I have that proof is that is well I've been harassed I've been discriminated against I've been retaliated against for making complaints and the list goes on and on please please please please take my complaint serious and do something about this Injustice that has been done and I know this sounds like a lot and I know it sounds crazy but even other people have file complaints when I was going to file one with the XXXX I read some of them and people are complaining about the same issues or similar before I even had the card and in 2022 please give Justice to people who are XXXX and handicapped and that get XXXX and that can't help themselves or able to file complaints for themselves I believe helping me and getting Justice for those like me that get their money and benefits on a direct Express card will be Justice for us all please look into this behavior and practices that they have been doing for years and years currently in way before I even came along thank you so much consumer financial protection bureau for your time and have a great day thank you again PS I see that this says it can be published I would like for it to be published but I REMOVED MY NAME AND I put direct Express card holder as of my name in there because I don't want my name to be shown I want this to be published so that others who are going through the same situation with no there's help out there do the consumer financial protection bureau thank you so much again and have a great day
Company Response:
State: WI
Zip: 53227
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to pay off the Mortgage in Full since the beginning of this year. I was given a loan pay off balance & quote thru the mail in XXXX. This included directions to pay to Comerica Bank with Routing+Account #. ( XXXXXXXX XXXX ) I first sent a wire from my bank to XXXX bank & it was returned. The bank said the account dont exist. ( XXXX ) Wire payment was suspended in XXXX. ( XXXX ) I filed a complaint to address this problem. I was again given the same bank information. In XXXX my bank said that the Comerica Account was CLOSED. I called Comerica bank ( XXXX ) and they also said that the account given was CLOSED. I called XXXX Wednesday XX/XX/2022 at around XXXX EST to check the bank account information. A XXXX Rep lady center agent who didnt give her name was very rude about the situation, she said the following : 1. No payoff quote was given, because my email address XXXX was rejected. This is untrue because I got a copy thru email & postal mail 2. Claimed we owe {$200.00} extra because the loan is in default, which shouldn't matter considering we was trying since the begging of XXXX to pay off the mortgage. 3. Refused to give a new quote & confirm the bank account info I was given by saying " we never had this problem before '' 4. Hung up while trying to fix " online logging account '' issues. For some reason XXXX has a online account for XXXX XXXX yet we never created an account & cant get access to this online account. I tried to pay XXXX in full but their Comerica Bank Acct is closed. They are charging excess fees & interest because of this. XXXX was the original lending company and the current lien holder listed for the property. XXXX XXXX XXXX is stating they are not the correct current company with this property for the mortgage. I am needing to know where to send my payments and who currently actually is the lien holder.
Company Response:
State: OH
Zip: 44128
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I stopped using My " Direct Express '' prepaid card in about XXXX of XXXX but the card still had a balance of over {$1600.00}. After using the card in XXXX of XXXX I noticed a serious discrepancy in the balance.After some checking I realizing about the fraudulent charges and called Direct Express customer service and fraud departments immediately informed them of the fraudulent charges, reported to miss use online, canceled the card, had a new one issued, requested the necessary paperwork to file the report be mailed, and filed a police report. Also ... In my first conversation with the agent at Direct Express ' fraud department I was informed that the fraudulent amount charge look to Total around {$1300.00} to her and if I filed the paperwork that would be mailed to me and return it within 10 days I would be giving a temporary credit for the amount claimed was stolen while the decision was being made. Direct Express did not mail the paperwork needed from their office for 7 days and I did not receive it until 11 days after the initial report had been made canceling any chance I had a receiving a temporary credit. I've read online that this is a common practice with this company.Once I received an itemized statement from XXXX to XXXX I realized that there were hundreds of these online charges ranging from one cent to around {$40.00} totally around {$1500.00}. I filed a complete report itemizing every charge including the police report number filed and the officer that filed it and waited for a response. After about a month I received a letter saying my claim was being denied and that they believed all charges were made in good standing by me. I called Direct Express ' fraud department, informed them that this was incorrect and was told that they never requested a copy of the filed police report saying it was not necessary and the decision was final, there was no appeal process, and there's nothing that I could do about it. I have copies of the entire claim report I filed with Direct Express fraud department as well as copies of the police reports I filed at my local police department about the fraud if needed.
Company Response:
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Theyve been taking money from my account without my knowledge. This has happened several times. Once I caught on, I complained to Direct Express and got the runaround. Placed on hold for XXXX hours. Requested a paper copy of my statement TWICE, never received it. I finally was able to file a dispute. It took XXXX weeks for them to investigate. Finally got my money back. After tons of anxiety, stress, and sleepless nights, I was relieved to have my much needed money back. Im unemployed due to my illness and that fixed income isnt much and I have a family so every dollar counts. The moment I finally felt relieved, I checked my account and to my surprise, they took the money I just fought for back. I did everything they asked. I provided confirmation numbers, contacted everyone, sent documentation and I won, so how can they take back the money without telling me? Once I called again SEVERAL times, then they informed me that the decision was made to take back the money. They blamed the merchant but they provided confirmation so it wasnt the merchant it was DIRECT EXPRESS. Theyve done this several times. Im losing trust, Im afraid to use cards now, my XXXX is at an all time high, Im having sleepless nights AGAIN, Im unable to handle business due to lack of funds and stressing over being robbed of my money from a card company that I trusted. I still havent gotten my money back.
Company Response:
State: CA
Zip: 91406
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Bank closed my account in 2020 and continually sends emails saying " Your Comerica Web Banking account for User ID XXXX has been disabled. Please visit https : //www.comerica.comXXXX to reactivate your account or contact us at XXXX for assistance. '' I have called multiple times asking them to fix this IT bug and nobody has fixed it. The company is harrassing me and I do not even have an account with them for 2 years.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I am the successor trustee to the XXXX XXXX XXXX that holds a checking account ending in XXXX. I have been attempting to get transfer of funds in for a number of months without success. I have been working with XXXX at the XXXX XXXX XXXX branch and provided originals of death certification, Certification of Trust, copies of trust documents and all other required information. I have not received any feedback or response and I am unable to get this resolved. In the interim, another branch has contact me house to speak with my deceased father to sell new products. I advised that he is dead. I then received a new communication of a change address. I am concerned about fraud on the account and the fact that the bank will not respond to my request for transfer. Please help me look into what is needed to resolve open questions related to transfer of assets on the deceased accounts? What actions have been taken to protect funds both in the checking and savings account ( the latter of which was titled incorrect by this bank and is now the sole asset in the a probate proceeding )? What information is supporting a change of address and other activity on the account per the communication sent to me by this bank advising that there had been changes in the account information. Note that when I called the XXXX number provided I was told I could not do anything expect go into a banking center ( In XXXX while Im in XXXX ) because I could not tell them what year my deceased father opened the account over 25 years ago. Please help. I am having issued with deceased account and potential sales practice issues with this bank.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Someone set up a Debit Express Card in the beginning of XXXX with my name on it. They notified Social Security to send my check to the card instead of the direct deposit that was always in place. When the money was sent they took it. I reported this to the FTC on XX/XX/XXXX. Report # XXXX. I contacted SSI when I found out my check wasn't deposited in my account and they told me about the Debit Express Account. I contacted Debit Express and they said someone established a account in my name and had the card sent to them. {$2100.00} was withdrawn. Direct Express sent me a card minus fees. {$57.00} was on the card. XXXX XXXX at Social Security told me to see what the balance was and to send back the card, which I did. Now in XXXX I get another card from Direct Express. I did not order one and have no intention of ever using anything from Direct Express. I tried to call the number on the card to cancel this and called the Fraud Line number which I had from before. There is no way speak to anyone in Customer Service.
Company Response:
State: FL
Zip: 32958
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Social Security check was deposited with Direct XXXX express l have called many times and they tell me that they can not help with my account l have contacted Social Security and stopped any more checks going into Direct XXXX .l sent them a verification Benefit.letter with my new address..They are holding my XXXX.check.l am my own payee and can not understand why they will not send me a new express card..l am XXXX yr.old and l need my check.Hope you will be able to help me.
Company Response:
State: NC
Zip: 27203
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: My card was stolen on XX/XX/XXXX and they refuse to reimburse me for charges on my card .it was canceled on XX/XX/XXXX they refuse to reimburse me for the charges on XX/XX/XXXX thru XX/XX/XXXX the person was caught with my card and I sent them a police report but they said my time had lapt for reporting it..I had no way of reporting the incident because I was incarcerated from XX/XX/XXXX untill XX/XX/XXXX
Company Response:
State: NC
Zip: 28734
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XX/XX/2022 Direct Express Phone : XXXX Fax : XXXX RE : XXXX # XXXX SR # XXXX To Whom It May Concern : I am XXXX and receive money from Social Security XXXX every month via the Direct Express debit card. Money is directly deposited on this card every 3rd day of the month. I have had no previous problems concerning my Direct Express card in the past. On XX/XX/2022, I was paying my monthly bills using this card, I pay my bills via the telephone. I always carried a positive account balance in rhe approximate amount of {$1200.00} in case of emergencies. My monthly benefit amount is {$1500.00}, So, I was very shocked to be told while I was paying my bills that I had insufficient funds on my Direct Express card. I contacted Direct Express and was told that at the end of XXXX I had no funds on my card. The customer service agent said I had several amounts withdrawn on XX/XX/2022 and the funds showed they were withdrawn was XXXX XXXX, NV. I have never been to XXXX XXXX and probably never will be. They gave me a phone number associated with these transactions. I called that number and was told that they had no control over who took the money. They said they were just an agent for the company and had no control over the money. Direct Express told me they were going to send me my transaction records from XXXX, 2022 through XXXX, 2022. The customer service representative told me to look over all the transactions and put them on a dispute form that they were sending me. I received everything. I looked over the statements and there were other transactions that were not approved by me. I listed all the unapproved transactions and returned the papers to Direct Express. They said they had 45 days to make decision concerning whether my money would be reimbursed or not. I called them frequently and a week after the 45 days, they said that had refused my claim. The only transaction they would discuss with me was a double charge of {$25.00} car wash on the same day. They said my claim was denied because I had to be there with my card and the chip to make a purchase. I did get a car wash that day but I only have one vehicle and did not wash it two times in one day. So, that was an error but I told them to forget it because I was more concerned about the charges of more than {$1200.00} made by someone in XXXX XXXX, NV. They stated that they would send me paperwork to appeal their decision. I waited several weeks and never received any papers. I contacted them on the Friday before XX/XX/2022 and was told they would resend the papers. Several more weeks went by with no papers being received. I called again and asked them if they could e-mail the papers since they seemingly could not get them in the mail. They transferred me to another customer Service Representative who told me my case had been closed and that there were no papers sent out because of the closed status. She said she would re-open my case and that I needed to call back within 3-5 business days. I called back in five days and was told the case was still closed so the original appeal papers had not been reconsidered. After arguing with this person, she said she would re-open the case and she gave me an escalation claim number. Again, I am told to call back in 3-5 days. When I called back, I was told that my escalation had been denied and the case had been closed again. It was suggested that I have a police write a report and have it sent to me and that it may give cause to re=open my account. During this time, I also had my XXXX account hacked, someone tried to withdraw money from my bank account ( luckily XXXX caught this before any money was taken ) and someone charged {$800.00} on one of my credit cards which I had to appeal to get my money returned. Thankfully, the credit card company returned my money in a timely manner. All Direct Express has done is give me the run around since XX/XX/2022, I mostly stay at home, I am single and no one lives with me. I have struggled through these months which I should not have had to do. I do not give my Direct Express card to anyone and it has never left my purse so I do not know how they can say that I had to be there with my card with the chip in order for these charges to be made. I deserve justice instead of being lied to and stalled. Anything that anyone can do to help me would be greatly appreciated. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AL XXXX ( XXXX ) XXXX
Company Response:
State: AL
Zip: 355XX
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A