Date Received: 2022-09-07
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Fraudulent savings and checking accounts were opened with Comerica Bank online. I close the account already. How can I protect myself in the future?
Company Response:
State: FL
Zip: 34231
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-07
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: XXXX. I called direct Express to report unauthorized transactions. When I called it took me 22 times to get somebody. Then my call was dropped. I did not get a chance to get a replacement card. XXXX I started calling at XXXX a.m. I called over 46 times and I keep getting high call volume and ends the call. I am XXXX and communicate via email there is no access to any email on this site the website is not XXXX compliant. I have to pay somebody to sit at my house to contact this Bank. I don't have access to my money I have a XXXX day eviction notice. I have no money to pay somebody to sit at my house to call. I have no card number to transfer to a bank account. I've called from different phone numbers. There's no other option for people who are XXXX to contact this company. I have XXXX pages of screenshots showing the calls. My money is not protected there like a regular Bank. I have had disputed transactions before and never received the money. They've never refunded me. At a normal Bank you are covered.
Company Response:
State: NE
Zip: 688XX
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My XXXX XXXX XXXX on XX/XX/2021. She had been receiving Social Security payment into her Direct Express debit card issued to her through SS. When she XXXX, I notified SS to let them know so they would not issue any more payments to her debit card ( I did not want to have to return the money ). Direct Express closed her account which had apox. {$1200.00} in the account. Because SS issues payment for the previous month, none of that money had to be returned to SS. In XX/XX/2021, I sent a letter to Direct Express asking for the balance her Direct Express sent me a letter XX/XX/2021 stating there were no funds in the account to be disbursed to me and just referred me to SS. I contacted SS about the funds, and they said they did not show any funds being returned. They did not offer to call Direct Express to settle this problem. After several back and forth calls to both Direct Express and SS, I never have gotten any information where the money went or when it was taken out of the Direct Express account. I am attaching the last letter ( sent by reg. mail ) to Direct Express summarizing my demands for information concerning the missing funds. I NEVER GOT A REPLY. There is no way funds can be taken out of a bank account without a complete XXXX XXXX of where they went, time or date. Please help me resolve this money that was due my XXXX and our family.
Company Response:
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Direct Express issued me a new debit card through Comerica Bank in XXXX, 2022. I received the new card because {$310.00} was taken from the account without my consent or knowledge. I have now not been able to receive deposit information for the SSI payment processed to be made monthly to the card. The social security administration has verified that the direct deposit information does not match a Direct Express account. I have tried to contact a live agent with Direct Express for 4 calendar days and I have not been able to get through their system. Their line disconnects because they have an overload of calls. I have also been locked out of my online account and I can't get through to their technical support either.
Company Response:
State: TX
Zip: 78758
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I noticed a large transaction on my account which I called DirectExpress about and made a claim for {$720.00}. The customer service rep noticed another transaction from the same merchant ( XXXX ) for {$180.00}. The customer service rep told me that my card would be canceled and a new card would be sent out. In the meantime I could not get into my account while waiting on my new card. When my card arrived I was able to access my account and found three more unauthorized transactions, 2 from XXXX XXXX, and 1 from XXXX XXXX, Totaling {$99.00}. Neither of the 3 merchants have I ever ordered or dealt with before. After a few days I called to follow up and was told that my paperwork was not complete. I redid my paperwork, followed up a couple of days later, was told that my paperwork was complete. I informed the customer service rep that I really needed my account to be credited because I had bills that needs to be paid, especially my mortgage and I would really appreciate if I could receive funds credited to my account. I was told by the customer service rep that they would note my account so the investigators would consider crediting my account. I followed up two days later and was told my claims were denied, and they could not give me a reason why I would have to wait on the paperwork to come through the mail. The reason given was I had given authorization to the hackers to use my card, which is ludicrous. Come to find out they have one merchant listed on my first claim that I use frequently and they used that one merchant to decide to deny both claims. If they had looked at ( MY ) paperwork, they would have seen that I only have listed the one merchant ( XXXX ) which had two transactions and on the other claims I have three transactions, XXXX from XXXX, XXXX from XXXX XXXX, which Ive never ordered from. But they used this one merchant ( XXXX XXXX XXXX ), which I use frequently, that should NOT have been put on claim list, And made a total denial determination on both my claims. Only if they had truthfully done an investigation, looked at MY paperwork, they wouldve seen the transactions that I was claiming. But they did not! It makes me wonder how many other veterans or senior citizens or anyone are getting XXXX by DirectExpress. Its disheartening to know that a big company like this is contracted by the federal government is treating veterans and others in this manner. Its sickening!
Company Response:
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2022-09-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I noticed there was a charge on my debit card for XXXX and XXXX that I did not authorize or reconize. I called directexpress dispute center on the XXXX of XXXX and talked to a employee that brout to my attention it looked fraudulant and sugested I cancell my card and file a report and dispute the charges to start a investigation., so I did. He said I would receive papper work in the mail to fill it out right away and mail back. I had moved during this time and there was a delay in getting those papers turned in. I notified Directexpress by the XXXX XXXX or sooner. I called them several times to make sure I had done everything I was supose to.. On XXXX I received the report saying no error accurred so I called them to discuss the disision with the investigation department and she said was I took to long to reoprt it. since then I found the company XXXX XXXX XXXX and the XXXX XXXX that have been reported as fraud company with lots of victums like me. XXXX and XXXX
Company Response:
State: AZ
Zip: 85043
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello, I need to open a dispute for 4 transactions made with my debit card ending in XXXX. The seller never sent the items and also never gave any tracking number or delivery information. I tried to reach them several times by phone calls and emails without success. Transaction 1 : XX/XX/XXXX, XXXX. It was a XXXX XXXX. Must be delivered on XX/XX/XXXX Transaction 2 : XX/XX/XXXX, XXXX. It was a XXXX XXXX. Must be delivered on XX/XX/XXXX Transaction 3 : XX/XX/XXXX, XXXX. It was a XXXX XXXX XXXX. Must be delivered on XX/XX/XXXX Transaction 4 : XX/XX/XXXX, XXXX. It was a XXXX XXXX XXXX. Must be delivered on XX/XX/XXXX Until now I dont have the products, and also dont have any solution from the merchant.
Company Response:
State: CA
Zip: 90034
Submitted Via: Web
Date Sent: 2022-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-28
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: XXXX is using my social security money that I get for fraudulent uses for me reporting fraud constantly and them opening an account that they are not closing is creating me not to receive my social security money that I receive for my XXXX in SSI payment and I am through a lot of XXXX XXXX because of it losing my XXXX XXXX XXXX XXXX XXXX XXXX not having proper clothing not having food and I have did everything I can do in my power to make it stop I went into the place with the correct information and they still refuse to close out my account and social security 's information in the card company that's using my social security information is not the same because there is someone freezing me from stopping my card and I'm using their services for my social security payments and I'm trying to stop my social security payments from entering into the card service and they will not stop it which is creating a hazard and fraudulent uses
Company Response:
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2022-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX I logged into my banking app for Direct Express to check my balance. I noticed some unusual pending charges. I called the bank right away and tried to dispute the charges, but because they were pending I could not open a dispute. They told me they could cancel the card and issue a new one. I received the new card late on XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX I could not dispute any charges because while waiting for the new card my account was suspended and they could not look up any of my information. I called back on XX/XX/XXXX and opened a dispute on all the charges that had posted even after my card was suspended on XX/XX/XXXX ( XX/XX/XXXX XXXX XXXX XXXX XXXX {$16.00}, XX/XX/XXXX XXXX XXXX XXXX XXXX {$18.00}, XX/XX/XXXX XXXX XXXX XXXX XXXX {$15.00}, XX/XX/XXXX XXXX XXXX {$300.00}, XX/XX/XXXX XXXX XXXX {$50.00}, XX/XX/XXXX XXXX XXXX 's {$9.00} ). They opened a fraud case and sent me a form to fill out. I received the form on Friday XX/XX/XXXX and it stated they needed it back by Wednesday XX/XX/XXXX to continue the investigation. I filled it out and sent it back Priority Express 2 day mail. I received a letter on XX/XX/XXXX stating they finished the investigation and did not find any fraudulent charges and would not reverse the charges back. I have not traveled to XXXX XXXX any time recently. I do not have a XXXX XXXX nor a XXXX XXXXXXXX XXXX anywhere near me. I told them this but they still choose not to consider all the charges fraud.
Company Response:
State: CA
Zip: 93436
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Trouble using the card
Subissue: Trouble using the card to send money to another person
Consumer Complaint: I received a Direct Express card over a year ago on behalf of my daughter, for Social Security benefits due to XXXX. I want to transfer the balance into her bank account, but when I try to do this using their automated phone service, I receive an error message saying it can not be completed, and no other information. I have tried several times. When I call them to try to speak to a person, the wait time is endless and I am never connected to a person. I have tried to transfer the money using their online system and it simply does not work. It looks like the transfer is pending but then nothing is sent and no error message is received.
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A