Date Received: 2022-08-12
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Hello. I had charges that did not belong to me & direct express has not helped at all. They denied my claim even when the companies in question tried to intervene. There were numerous charges but my concerns were of higher amounts. To begin, XX/XX/2022 a charge to XXXX for XXXX ( I haven't had XXXX in years ). 2 ) A charge to XXXX for XXXX ( never heard of them ). 3 ) A charge to XXXX for XXXX ( I have never ordered from XXXX online ). The first 3 charges were made on XX/XX/2022. Then XXXX XXXX for XXXX on XXXXXXXX on XX/XX/2022 two charges, 1 for XXXX & the other for XXXX. To clarify these were not mine. In fact when I called to notify direct express they were quick to cancel my card and charge XXXX for a quick air delivery replacement card. I also have so many little charges from XXXX XXXX among other smaller charges. The company has been nothing but rude while I have tried to remain kind. Any help at all would be so appreciated. Thanks so much. XXXX
Company Response:
State: NY
Zip: 10305
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-09
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was in a locked down XXXX XXXX from XX/XX/XXXX to XX/XX/2022. I have proof of this and IT WAS SENT to Direct Express. Between those dates my card was completely drained of all money. I have proven beyond any doubt that I could not have made any purchases nor did I give anyone permission to do so. They still haven't refunded my money. I have been left XXXX due to this issue. I am considering seeking an attorney.
Company Response:
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2022-08-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I filed a dispute back on XX/XX/XXXX and in their paperwork it says in 10 days they'll provide a provisional credit while they're doing their investigation or they'll contact me I've had to call them several times I've explained to them that the reason my questionnaire on the transactions was a few days late was because I was involved in a natural disaster which was a fire here in California and my paperwork was at home and I was evacuated from my house and I was not able to send the paper on time and apparently that doesn't matter it's been XXXX days since I filed the complaint I haven't heard anything from them every time I call they give me some XXXX excuses
Company Response:
State: CA
Zip: 96007
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XXXX Direct Express has Violated the Consumer Protection Laws which it's Promises to Pledge and to Protect it's Customers!!! Direct Express provides poor online security in terms of Preventing Unauthorized Fraudulent Charges. For example, my XXXX Debit Card has been compromised multiple times. In XXXX XXXX XXXX, my card was compromised 25 times in a one month period for an amount of XXXX. XXXX has done a poor Job in Fund Replacement. Furthermore, there are tens of thousands of customers that have been compromised with identical situations that amounts in the Millions of Dollars ; which Direct Express ignores and looks the other way!! Many of XXXX Debit Card Customers are SA, SSI, SSDI whom do not have or lack the ability to ascertain the help. Their are approximately 5M XXXX Customers ; which XXXX has only One ( 1 ) incoming line. The average wait time 90 min-2 Hours. XXXX does not provide a download dispute form. The XXXX Reps are mainly of XXXX XXXX XXXX XXXX XXXX XXXX the require command of the English Language. When asking XXXX how and why my card has been compromised... XXXX has No Comment!! This Unscrupulous Financial Institution has more Complaints regarding Unauthorized Fraudulent Charges placed on it's customers cards then Any Other Bank or Banks. Still further, XXXX lacks an email address for it's contact with the outside world!! One may as well go swimming in shark infested water prior to having the ability to Contact XXXX through their one and only phone line.
Company Response:
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2022-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: I have been trying to get ahold of a representative for days now ( 3 days approximately ). I cant get anyone to help me to fix my issues of scheduled payments being declined for bills and rent. Money is on there but dont have access. It started on the XXXX of XXXX XXXX.tried calling multiple times but keep getting a recording saying to try call later and then it hangs up. Cant even wait on hold!! I have tried calling early morning, afternoon and early evening and even late night. Its suppose to be XXXX. They have no other option of communication except one phone number to call. This happened a couple of months ago also, took me over a week for me to get someone!! In the meantime I cant pay my bills and will have to pay late fees and penalties!! DirectExpress is terrible!! XXXX XXXX XXXX wont even take complaints because its the government which is crazy. I need to speak to someone like now! I am looking into getting my benefits changed to a new card, but I need my money now and bills rent have to be paid. What are my options? Please try and find out whats going on with this and let me know what their explanation or excuse is. Thanks
Company Response:
State: AZ
Zip: 85705
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have been trying for XXXX days straight to contact a live person at Direct Express. I am a XXXX XXXX who receives her social security XXXX on a Direct Express prepaid card every month. It seems ever since I file complaints with your agency before against Direct Express it's as if they are retaliating against me. Cuz whenever I try to call I have to put in my card number and then I am unable to ever get a human being on the phone they just totally disconnect me. I have a question about why I can't transfer money from my account to my XXXX XXXX card so I can use it to do my laundry with. I do not like using my actual Direct Express debit card to do transactions in public places. So I used to be able to transfer money from Direct Express to my XXXX XXXX card and then use my XXXX XXXX card. Ever since the last time I filed a complaint with Consumer financial protection bureau Direct Express has made it impossible for me to transfer anything they've made it impossible for me to get a human being on the phone and they keep hanging up on me. I'm getting tired of the way that they treat me as a customer. They should not be allowed to retaliate against people who have filed complaints against them before. I have other friends who have been able to get right through to Direct Express but when I call and put in my account information it just cuts me off. To me that's unacceptable I have valid account questions and I can not get anybody on the phone.
Company Response:
State: VA
Zip: 224XX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have approximately XXXX missing off of my card. I have tried to contact them at XXXX and XXXX and I can not get anyone on the phone to discuss the situation.
Company Response:
State: AR
Zip: 72301
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello I am severely XXXX and have XXXX XXXX XXXX XXXX XXXX XXXX XXXX from my brother and was XXXX very bad by an ex and family members for years my mother tricked me into going on a cell phone plan with her and then reported the phone stolen and wiped out the cloud also there's been a XXXX who's been stalking me who's also affiliated with my family who stole the XXXX card that I had in a government phone that I got and got into my XXXX account changed all my passwords and somebody purchased {$450.00} worth of cryptocurrency from XXXX with my debit card I get {$840.00} a month on the XXXX o the month I had {$590.00} in the bank I want to go purchase XXXX food and there was XXXX missing from my account to XXXX they tried to say I authorized these charges which I did not there's recordings of me calling sometimes twice every day in a month crying to please give me my money back begging and pleading I literally lost my house sitting and everything I'm XXXX XXXX XXXX XXXX because of this now I'm living in a XXXX XXXX because I have nowhere else to go because the police tried to say I didn't live at my address and that's how my family was getting over on me they would call the cops every time I would come home and I would get thrown out of my own house so they threw all my stuff out on the street and on the porch and I have pictures of it they were stealing my mail and everything my sister is a witness to all this as she herself has a PFA on certain family members they stole lots of money from my grandparents and tried to coerce him to lie for them the situation is really bad now direct Express debit card services took XXXX back out of my account which left me with {$390.00} they canceled my card on the XXXX when I asked him to please lock it until I could get to the ATM in the morning and now I'm sitting here with no food no money nothing because they canceled my debit card told me to call social security and now they charged me {$20.00} for another replacement card that won't get here until Thursday this company has also charged me {$100.00} to change my address in XXXX there's something with the phone my mother gave me there's a reason she did that and I reasonably that she either tried to frame me or do something very sketchy because they were all audited by the FBI for stealing money for the pandemic I really really need help with this I'm struggling so bad I'm severely XXXX and don't know what to do I need this money to survive and I need to get money to get to somewhere safe please help me you can reach me at XXXX and my name is XXXX XXXX XXXX I also have photos of the paper direct Express debit card services/ Comerica can do it Bank sent me by the flimsy investigation they did they tried to say authorized charges in which I never even had an account in the first place.
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022 I went to a Comerica branch with a online {$500.00} bonus offer for a business checking account. The offer was for a {$500.00} deposit for opening a XXXX checking account with a {$50000.00} balance for 90 days. The bank manager KNEW that was the specific reason for me opening the account. She looked over the paper work explaining the offer. She said she would make it work and did not see a problem. I responded that I would not bring my check unless you were sure the bonus would be good. On XX/XX/2022 she called me stating it was not a legitimate offer.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2022-07-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My identity was stolen, I have social security XXXX and my daughter used my social security number for my benefits and credit with my social security number
Company Response:
State: MS
Zip: 39157
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A