Date Received: 2022-07-11
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I had a transaction on XXXX for XXXX for {$270.00}. It was pending and they deducted from my account. I had canceled my order. XXXX gave me authorization code. XXXX. The transaction disappeared but the money wasn't put back on my card. I've been trying for 8 days to reach direct express to resolve this issue. No matter what time I've called not able to talk to anyone. Not sure what I'm suppose to do.
Company Response:
State: OH
Zip: 44691
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Direct Express site returns " an error has occurred Error 20 '' and instructs to try again in a few minutes, but that has been the case for three days! I can't believe that others aro not having the same problem!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have a master card direct express card and I get my XXXX on it on the first of every month this month on the first they allowed five people who I didn't know with the letters of in front of there names take more than a hounded dollars each out of my account and when I called to get it taken care of the man told me that he would put a hold for 7 days on the money and I had to call this number XXXX and ask that these people XXXX evens, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX would please give me back my money I never altherosized them to take it in the first place and need a cancellation # and ask for how long it will take. That was on the XXXX of XXXX at XXXX I then call the number for the rest of the night and next morning getting nothing but a busy signal only to find out that the card had given them my money anyway so I called back and had to deactivate my card get a new one and do a despute on these charges that I never altherosized that I made clean to the first person I talked to. I just want my money back I don't understand why I am being scammed by someone and why people are not listening to me about it.
Company Response:
State: MI
Zip: 496XX
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Complaint commenced XX/XX/XXXX XXXX XXXX Draft of complaint to CFPB ; Against : Direct Express. By : XXXX XXXX XXXX XXXX, XXXX XXXXXXXX Direct Express Debit Card Services // www.USDirectExpress.com XXXX XXXX XXXX // ( XXXX ) XXXX XXXX XXXX XXXX TX XXXX WHAT HAPPENED? Part 1. This matter involves Direct Express Bank, a Comerica company which receives my monthly Social Security XXXX payments from the US Government. I've already checked with them, the U.S. Gov't, SSA a few times and they assured me that there is nothing wrong with the Social Security payments , not the amount, nor the dates of the payments being issued. There was nothing wrong with the Social Security Payments so the fault in this matter totally falls on Direct Express Bank. The problem bagan around last XX/XX/XXXX after Direct Express denied a series of my requests for the transfer of my funds to my original bank on file with them ( Direct Express ). These denials were going back to XX/XX/XXXX. Direct Express never did give me any specific reason for the non-approval of my transfer requests, but they would not say what it was something about my bank account on file with them or what. At this time and on several other occassions I asked Direct Express what specifically was wrong with my original bank account but they never gave me a specific answer. Since I couldn't get a decent answer I asked Direct Express if I could use another bank account to receive funds transfers from US Direct Express to which they replied yes I can. This sounded like the best solution, but I was not aware of the trouble I would go through ; Direct Express told me that I would only have to send them a few documents. It was now at this point that I decided to use a second bank account for Funds Transfers from Direct Express. The next part of this document deals with the 'personal " items Direct Express wanted me to send them in order to get my second bank account ( XXXX XXXX XXXXXXXX ) authenticated for bank transfers from Direct Express . The point here is, that I complied with all of the details Direct Express wanted me to follow by emailing the documents to them to the following email address, they instructed me to send them to : - XXXX, This point is very important because this is the email address US Direct Express explicitly gave me to send them the required information they wanted, or needed, to authorize my second bank account to receive funds transfers from my account at Direct Express, but, 1 ) they ( Direct Express ) never did approve the second bank for transfers. 2 ) They never did give me any reason or explanations why they did not approve the authorization of my second bank ( XXXX XXXXXXXX XXXX ) and 3 ) thirdly, Direct Express made money transfers from out of my account at US Direct Express to some place else, possibly within their own bank, hence the missing funds from my account ( {$4000.00} ), when I tried to make other transfers were denied without explanation but was taken out of my account. Hence, I was trying to transfer money out of my US Direct Express account only to be denied and yet the money gets transferred somewhere else where I don't even know nor did I authorize. There is another point and that being : even though the email address XXXX is the only email address given to me by Direct Express and the only email address I used to send any and all documents to them US Direct Express, but I have never received any reply, approval, or2 correspondence whatsoever from US Direct Express using that email address they gave me. I find that to be quite peculiar. New Information follows : - The following information is from the correspondence I had with the paralegal from XXXX XXXX XXXX who referred me to ConsumerFinance.gov : Dear XXXX XXXX, As I indicated before, I have been having trouble with this email address ( XXXX ). Somehow, I don't receive any updated or current messages into this email address. This has been going on since XX/XX/XXXX since the time I was in correspondence with XXXX, that is why I switched to using XXXX. I'm sure the primary gmail address ( XXXX ) has been infiltrated and compromised which has made it possible for Direct Express to steal my funds out of my Direct Express bank account. I do remember receiving a notice from an XXXX XXXX agency saying that all they needed was my email address to steal my money. They weren't too specific so I could not act. But when Direct Express wanted the documents to be sent specifically by email and then my email gets cut off all of a sudden without explanation and then above everything else a large sum of money goes missing from my Direct Express account to where I sent my email address, my personal information including driver 's license with date of birth and they don't offer a response, to me this points to thievery on the part of 'direct express '. XXXX ; The next paragraph is an email I sent directly to Direct Express Authentication Dep't where I was told by Direct Express to send the documents ( the Past Two Current Bank Statements, Copies of Driver 's License front and back, they even wanted a copy of my credit card in order to get a second bank authorized to receive funds transferred from my account at Direct Express . When I did not hear from Direct Express after I sent them the information they wanted me to send them, I emailed the following letter to the email address Direct Express gave me to send the material they wanted : To : XXXX Hello US Direct Express, I sent this email to you last night or earlier this morning. My name is ... .. and I am trying to set up authentication for US Direct Express Bank to be able to send funds to my Bank Account at a local Bank . I was given the email address of " XXXX '' and was told to send two copies of my latest two bank statements from the Bank, a copy of my Drivers License, front & back and a copy of my credit card and statement to the email address I was given at " XXXX ''. Again, I earlier sent documents from my Bank Account to US Direct Express in an attempt to make it possible for you at USDirectExpress to be authorized to transfer funds from my account at US Direct Express to my local XXXX XXXXXXXX, I trust you received these documents and if not let me know what you need and send me the correct email address to send the correct documents. Also the matter would be easy but US Direct Express does not have a Routing Number, so I guess I have to go through this means. Please get back to me as soon as possible, Thank you. XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Saturday XX/XX/XXXX XXXX XXXX Letter To : CFPB XXXX To : XXXX, ... .. Sun, XX/XX/XXXX at XXXXXXXX XXXX XXXX Document XX/XX/XXXX. New Information follows : - Dear XXXX XXXX, As I indicated before, I have been having trouble with my email address. Somehow I don't receive any updated or current messages from this email address. This has been going on since XX/XX/XXXX, that is why I switched to one of my secondary email addresses. I'm sure the gmail address has been infiltrated which has made it possible for Direct Express to steal my funds out of my Direct Express account. I'm sure and I do remember receiving a notice from an XXXX XXXX organization saying that all they needed was my email address to steal my money, I assumed XXXX XXXX meant that someone with access to my money and/or my account. They XXXX XXXX XXXX XXXX XXXX weren't too specific so I could not act, but when Direct Express wanted the documents to be sent specifically by email and then after I emailed the documents to Direct Express my email gets cut off all of a sudden without explanation and then above everything else a large sum of money goes missing from my Direct Express account to where I sent my email address, and they don't offer a response, this points to thievery on the part of 'direct express '. Unless the Lawyers could detect something else because I still wonder to this day, why didn't Direct Express get back to me after I sent them the documents they requested plus copies of my front and back Driver 's License. I'm not saying the entire Direct Express bank is corrupt, but there are surely some bad seeds among them. Among other things I do need to know what happened to my primary email address which went defunct from since I emailed my documents to Direct Express at XXXX. Corrected Copy of Forwarded message sent to US Direct Express : - I am trying to set up authentication for US Direct Express Bank to be able to send funds to my local Bank Account I was given the email address of " XXXX '' and was told to send two copies of my latest two bank statements from XXXX XXXXXXXX XXXX, a copy of my Drivers License ( front, and I believe there was one other item which right now I can not remember what that is but if you could let me know what that third item is I will resend all three back to the email I was given at " XXXX ''. Again, earlier I sent documents from my Account at XXXX XXXX XXXX to USDirectExpress in an attempt to make it possible for you at USDirectExpress to be authorized to send funds from my account at US Direct Express to my account at XXXX XXXX XXXX, I trust you received these documents and if not let me know what you need and send me the correct email address to send the correct documents. Also the matter would be easy but US Direct Express does not have a Routing Number, so I guess I have to go through this means. Please get back to me as soon as possible, Thank you, XXXX XXXX XXXX ( XXXX ) XXXX XXXX. I got no reply from Direct Express nor any XXXX of explanation, this was months ago before my email address at ( XXXX ) stopped working properly. WHAT HAPPENED? PART 2 This matter involves Direct Express Bank, a Comerica company which receives my monthly Social Security XXXX payments from the Government. I've already checked with them a few times and they assured me that there is nothing wrong with the Social Security payments, not the amount, nor the dates of the payments being issued. There was nothing wrong with the Social Security Payments so the fault in this matter totally falls on Direct Express Bank. The problem began around last XX/XX/XXXX after Direct Express denied a series of my requests for the transfer of my funds to the bank, I have on file with them. These denials were going back to XX/XX/XXXX. Direct Express never did give me any specific reason for the non-approval of my transfer requests, but they did implicate that it was something about my bank account on file with them ( XXXX XXXX ). It was at this time that I decided to use a second bank account for Funds Transfers. The next part of this document deals with the 'personal ' items Direct Express wanted me to send them in order to get my second bank account authenticated for bank transfers from Direct Express . The point here being that I complied with all of the items Direct Express wanted me to email to them to the following email address, " XXXX '' but they never did approve the second bank for transfers. They never did give me any reason why they did not approve and thirdly they made money transfers from my account to within their own facility, hence the missing funds from my account ( {$4000.00} ), when I tried to make other transfers which were denied without explanation but was taken out of my account. New Information follows : - The following information is from the correspondence I had with the paralegal from XXXX XXXX XXXX who referred me to ConsumerFinance.gov Dear XXXX XXXX, As I indicated before, I have been having trouble with this email address. Somehow, I don't receive any updated or current messages from this email address. This has been going on since XX/XX/XXXX, that is why I switched email. I think the XXXX address has been infiltrated which has made it possible for Direct Express to steal my funds out of my Direct Express account. I do remember receiving a notice from somewhere saying that all they needed was my email address to steal my money. They weren't too specific so I could not act. But when Direct Express wanted the documents to be sent specifically by email and then my email gets cut off all of a sudden without explanation and then above everything else a large sum of money goes missing from my Direct Express account to where I sent my email address, my personal information including driver 's license with date of birth and they don't offer a response, to me this points to thievery on the part of 'direct express '. The next paragraph is an email I sent directly to Direct Express Authentication Dep't where I was told by Direct Express to send the documents ( the Past Two Current Bank Statements, Copies of Driver 's License front and back, they even wanted a copy of my credit card in order to get a second bank authorized to receive funds transferred from my account at Direct Express . Hello US Direct Express, I am trying to set up authentication for US Direct Express Bank to be able to send funds to my local Bank Account. I was given the email address of " XXXX '' and was told to send two copies of my latest two bank statements from my my local Bank, a copy of my Drivers License, and believe there was one other item a credit card and statement given at " XXXX ''. Again, I earlier sent documents from my Account at Bank to USDirectExpress in an attempt to make it possible for you at USDirectExpress to be authorized to send funds from my account at US Direct Express to my account at. I trust you received these documents and if not let me know what you need and send me the correct email address to send the correct documents. Also the matter would be easy but US Direct Express does not have a Routing Number, so I guess I have to go through this means. Please get back to me as soon as possible, Thank you. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Sun, XX/XX/XXXX at XXXX PM XXXX Document XX/XX/XXXX. New Information follows : - Dear XXXX XXXX, As I indicated before, I have been having trouble with this email address. Somehow I don't receive any updated or current messages from this email address. This has been going on since XX/XX/XXXX, that is why I switched to. I think the gmail address has been infiltrated which has made it possible for Direct Express to steal my funds out of my Direct Express account. I'm not sure but I do remember receiving a notice from somewhere saying that all they needed was my email address to steal my money. They weren't too specific so I could not act. But when Direct Express wanted the documents to be sent specifically by email and then my email gets cut off all of a sudden without explanation and then above everything else a large sum of money goes missing from my Direct Express account to where I sent my email address, and they don't offer a response, this points to thievery from 'direct express '. Hello US Direct Express, I sent this email to you last night or earlier this morning. My name is XXXX XXXX XXXX XXXX and I am trying to set up authentication for US Direct Express Bank to be able to send funds to my Bank Account at XXXX XXXX XXXXXXXX. I was given the email address of " XXXX '' and was told to send two copies of my latest two bank statements from a copy of my Drivers License, email I was given at " XXXX ''. Again, I earlier sent documents from my Account at XXXX XXXX XXXX to USDirectExpress in an attempt to make it possible for you at USDirectExpress to be authorized to send funds from my account at US Direct Express to my account at the Bank I trust you received these documents and if not let me know what you need and send me the correct email address to send the correct documents. Also the matter would be easy but US Direct Express does not have a Routing Number, so I guess I have to go through this means. XXXX XX/XX/XXXX call to Comerica , where I was going over my transactions and was cut off from the conversation I was having with Direct Express going over the transactions and but just as we got to the transaction ( s ) where I could, and did, identify the discrepancy about the missing funds from my account, the agent from Direct Express rudely cut me off from the phone. They ( Direct Express ) disconnected me from the phone conversation so that all of the research and progress we were making over the phone at that time and instance had now been lost. I was not able to get Direct Express back, especially that agent who cut me off from the phone conversation just as I was pointing out what was wrong with the transaction ( s ) we were going over. I now believe the person who was posing as the Direct Express worker who so rudely cut me off from the phone, is named XXXX. XXXX also posed as a worker from Comerica who called me after I called Comerica to complain about not being able to connect with anyone from Direct Express I believe that this person calling herself XXXX is the same person representing Direct Express who cut me off from the phone conversation with Direct Express so that I did not have a chance to file a formal complaint against Direct Express, because I later received a call from someone saying they were from Comerica and her name is XXXX. Once again XXXX extracted from me as much information as she could. Then when I began asking this XXXX about resolving the case and getting the phone conversation I had with the Direct Express representative who had cut me off, XXXX became indignant and she herself also cut me off from the conversation, I could hear her slamming down the phone and ending the conversation still not giving me the opportunity of filing a formal grievance.
Company Response:
State: SC
Zip: 29445
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I live in XXXX and have continued issues with being able to us my card internationally. They have blocked my card on my pay date atleast XXXX times because they say they have to identify me. It takes days and weeks for them to let me access my card. They give the same excuses over and over again ... saying the card wasnt " XXXX listed '' or set for " international use '', or information was done incorrectly. My situation now is that I lost my card and they will still not unblock my card for 19 days. The first 10 days, they would say it would be XXXX hours, using the excuses I said above. Then 4 supervisors each, said that the information was input incorrectly. Now, I have a new deposit as of XX/XX/2022 and I haven't been able to get through for 4 days. You just get a message, saying they are experiencing a high number of calls and to call back later. I am scared, terrified and suicidal here in XXXX and I cant get any further help from the US and my cat might die because I dont have money to take her to the hospital. Please, please allow me to use my card... I am begging you. I have never had fraud on my account. Please!!!!!!!!!!!!!!!!! Note : I am in XXXX XXXX, XXXX and it did not allow me to put in info correctly. XXXX Va XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94102
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I had an account with Comerica Bank, but I stop putting in deposits because I am unable to use online banking because they've restricted my access. They XXXX 'd out my account with fees and charged me with insufficient account fees. They put my account in collections and is now reported as a collections on my accounts.
Company Response:
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-26
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/XXXX I was checking out at the grocery store when my Direct Express card was declined. I immediately checked on the app because I knew there were funds available, only to find several charges that I did not make accounting for over {$1700.00}! I immediately called the number on the back of my card and waited on hold for over XXXX hours! When they finally answered they closed my card and issued a new one, and I filed a dispute of all charges in question with the exception of the pending charges. I was informed that the pending charges would have to be disputed after they cleared the account and that they couldnt be stopped. I was assured that I would receive a full refund of all fraudulent charges after I filled out paperwork they were sending and an investigation was completed. While waiting for the paperwork and my new card to arrive, the pending charges cleared and I called back to dispute those as well. Unfortunately the first sign of trouble with this company was that I could not reach a person, but rather I received a message that my new card was on the way and to call back after my new card arrived. On XX/XX/XXXX the new card arrived along with the paperwork for the first dispute. I was able to call back and set up my new card, and only then was I able to get prompts to reach a person regarding reporting the charges that were originally pending. I was again assured that I would be receiving a refund after the paperwork for the second claim was received and investigated. I also noted that the paperwork said if I complete the paperwork within 10 business days, I would receive a provisional credit. For the first dispute the 10 days ended on XX/XX/XXXX, so I filled it out and mailed it on XX/XX/XXXX. I also faxed it on XX/XX/XXXX as an added layer of protection since it was so close to the 10 days being up. I called on XX/XX/XXXX to check on the status and I was told they hadnt received my documents. I was advised to re-fax them and also email them to ensure they got them in time. I did both of those, and called back on XX/XX/XXXX. Id like to note that every time I call it takes at minimum an hour to reach someone. On XX/XX/XXXX when I finally reached a representative, I was informed that my first claim was denied for lack of evidence. I had no idea this company expected me to investigate for them, but the representative advised me to call the companies where the charges were made and see if I could dig up any information. The first company I called was XXXX. There were several large charges from XXXX on my card that I did not make. In fact, I have a XXXX account, and I pay for XXXX XXXX subscription which gives free shipping and local delivery, and I pay annually for that service on my Direct Express card. My XXXX account shows my purchase history, and the fraudulent charges on my card are not on my XXXX account. One of the fraudulent charges was for a monthly XXXX subscription. Why in the world would I sign up for a second XXXX subscription on the same card? And why would I pay monthly for that when I already pay annually? This was the first obvious evidence. So then like I said, I called XXXX and interestingly they were able to pull up the charges with only the last 4 of my card number and the amount of each charge. From that information they were able to tell me who it was, what they charged, the persons email address, and where the orders were delivered. They were local orders from a store in XXXXXXXX XXXX I live in XXXX XXXX One order was for an XXXX computer. The other orders were for baby stuff like a car seat, baby bottles, pacifiers, baby wipes, formula etc, and for household cleaning supplies. I gathered all this information to be submitted as evidence. Next I called XXXX. There was almost {$200.00} in fraudulent charges to XXXX. The restaurants that the orders were from turned out to also be in XXXXXXXX XXXX! Clearly this person was having fun on my dime. Thankfully XXXX quickly realized the discrepancy as I am a customer of theirs in my city, and they issued a full refund. Next I called XXXX XXXXXXXX XXXX. There was a charge for over {$500.00} to XXXX XXXX XXXX on my card and I informed them that it was fraudulent and that thanks to XXXX I knew the name of the person who made the charge. They informed me they could not do anything without the social security number and account number of the person Well how would I know that, Im not the scammer! They told me to take it up with the bank. So next I called XXXX XXXX XXXX and was informed the same, that they can not do anything and to contact the bank. I continued to research the name XXXX gave me and found a XXXX page of a girl who lives in XXXX, has a baby, and has evidence of a bus pass scam right on her page. I screenshot that evidence as well. Then I went and submitted ALL of this evidence to Direct Express. I included written explanations of everything I have described here, screenshots of my XXXX account with all of my valid transactions since the beginning of XXXX, well before the fraud started, screenshots of the XXXX profile I found including the bus pass scam post and showing that this person has a baby, a detailed list of the transactions from XXXX and what was purchased literally everything I gathered I included. I also submitted a police report. When I first called Direct Express about this I was asked if I had filed a police report. This was literally an hour after I had discovered the issue late on a Friday night, so I had not filed a police report. When I told them I had not filed a police report I asked them if I needed to and the representative told me it wasnt necessary, so I didnt. When I filed the second claim, they asked again and I again asked if it was necessary and they said no. Then at a later time when I was calling to check the status of my claim and told it was denied, the representative suggested it might be a good idea to file a police report and submit the police report as evidence. All of the conflicting information is unprofessional and extremely frustrating. They should know the right answers, they deal with this everyday, this is the first time Ive ever dealt with something like this. In all I have spent over XXXX hours on the phone with hold times at Direct Express and calling other companies to gather evidence, and Ive gotten no-where. I have requested a phone call from the investigators to get an explanation of their decision and to plead my case, but I have yet to hear back. I am only asking for them to do what is right. I want them to properly investigate this and charge the person responsible. Ive even made it clear several times that I will help in any way I can to bring them to justice. Im an honest person and I dont deserve this. I fact, there was even two more changes on my first claim that at first I didnt recognize and I wracked my brain trying to figure out what they were since they were from a neighboring town to mine and the rest of the charges werent from anywhere near me. I finally realized that those two charges were actually my own charges and asked them to remove those from the dispute because I only want refunded for actual fraudulent charges. If I was a scammer like the person who did this, I obviously would not have reported that. From my perspective this company is a sham and its a shame our government has contracted with them. Through my research trying to resolve this, I found that there are countless other claims for this exact type of fraudulent activity on Direct Express dating back several years, and the company rarely makes it right with cardholders. It is clear that the cards are compromised and susceptible to scammers, and Direct Express knows this but doesnt do anything about it. Its very sad because these cards are for XXXX, XXXX and veterans who depend on this money to scrape by as it is. I wan a full refund for these fraudulent charges as it is clear and all my evidence supports the fact that I did not approve or authorize any of the fraudulent charges! Here is a full list of the fraudulent charges and dates of the charges : XX/XX/XXXX : XXXX {$75.00} XX/XX/XXXX : XXXX XXXX XXXX {$60.00} XX/XX/XXXX : XXXX {$38.00} XX/XX/XXXX : XXXX {$35.00} XX/XX/XXXX : XXXX {$47.00} XX/XX/XXXX : XXXX {$10.00} XX/XX/XXXX : XXXX {$170.00} XX/XX/XXXX : XXXX {$7.00} XX/XX/XXXX : XXXX {$10.00} XX/XX/XXXX : XXXX {$56.00} XX/XX/XXXX : XXXX {$7.00} XX/XX/XXXX : XXXX XXXX XXXX {$80.00} XX/XX/XXXX : XXXX {$59.00} XX/XX/XXXX XXXX XXXX XXXX ( XXXX ) {$12.00} XX/XX/XXXX : XXXX {$25.00} XX/XX/XXXX : XXXX {$170.00} XX/XX/XXXX XXXX XXXX {$510.00} XX/XX/XXXX : XXXX {$15.00} XX/XX/XXXX XXXX XXXX {$300.00} XX/XX/XXXX XXXX XXXX XXXX TOTAL : {$1700.00} XXXX did refund my account for those charges equaling {$190.00}, so I am asking for a refund for the remaining {$1500.00}.
Company Response:
State: NE
Zip: 68104
Submitted Via: Web
Date Sent: 2022-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Statement of a checking account opened in my name with : Comerica Bank, This is fraudulent, I did not open an account, don't know anything about this bank. Also received a letter from XXXX XXXX XXXX XXXX XXXX XXXX of a closure of a deposit account which I never opened and never had any dealings with this bank.
Company Response:
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX dept. XXXX XXXX, TX XXXX Re : XXXX # XXXX Stolen Card Number : XXXX XXXX XXXX XXXX Reported XX/XX/2022, by phone to XXXX XXXX XXXX XXXX up letter to XXXX XXXX by certified mail XX/XX/2022 XXXX Police report received XX/XX/2022, sent to court certified Translator XXXX XXXX XXXX documents arrived in XXXX XX/XX/2022 Direct Exp. fraud documents returned by certified mail to Texas XX/XX/2022 XXXX Documents XXXX pages received @ XXXX XXXX. XX/XX/2022 XXXX XXXX. denial letter dated XX/XX/2022 arrives in XXXX XX/XX/2022 Dear Sirs, Your letter dated XX/XX/2022 arrived in XXXX XX/XX/2022 declining my request to refund {$10000.00} usd that were fraudulently charged on my debit card while I was hospitalized for a period of 6 days in XXXX. At this time I would like to Appeal the Decision, by law I am entitled to ask for an explanation and to appeal the decision. My appeal is based on the following : XXXX. First it would have been impossible for you to have reviewed my XXXX pages of documents that I return to you by Certified mail on XX/XX/2022 after receiving your package 3 days earlier on XX/XX/2022. Your letter of Denial is dated XX/XX/2022. 2. Your decision is said to be based on A : Authorized user as I have stated in my previous documentation this simply would have been impossible for me to have been in all theses different locations and cities while I was hospitalized during the entire time the fraudulent purchases were being made. Proof of my Hospitalization and care starting XX/XX/2022, XXXX am until my released on XX/XX/2022 XXXX pm was submitted within the XXXX pages of documents.. 3. Your decision is said to be based on B : Pre-Authorized users In my 3 years of card use NO ONE has ever been Pre-Authorized by phone or in writing to make purchases on my card and a review by yourself of past purchases would have shown this to be a fact. 4. Your decision is said to be based on C : Transactions were Authorized using my information : Again in my response given in XXXX pages of documents I clearly stated that my vacation home was burglarized, that I was assaulted, beaten and left for dead and that I may have revealed my PIN or other data while being beaten into submission and unconsciousness. 5. Your decision is said to be based on D : Review of prior transactions with this or similar merchants and in some instances, communication with the merchant Once again a review of my entire time of ownership of my card, 3 years, that not once was a previous transaction with any of the merchants listed in my claims shown to have ever occurred contrary to your claim. 6. It's quite evident that any algorithm that is used by your company to predict credit card fraud detection failed in this period of charges. Clearly your company should have noted that large above normal purchases in the $ XXXX of usd were being made within minutes if not seconds of repeated use, or that large transactions were being made in different cities throughout XXXX some on even the same day and again within minutes of each other. There absolutely shouldnt be any excuses of your companies inability to detect such actions. Again simply impossible for me to have made any of these purchases given my hospitalization. Additionally, my Phone records would show that I myself have never previously contacted anyone person, store or organization in any city that many of these purchases were made. 7. Given a review of the timeline listed above it would appear obvious to any outsider that your denial of my claim is not honestly based on any of the above, nor any research on your behalf, but is instead clearly a policy of blanket rejections of all claims as a company policy. My claim is for {$10000.00} usd. I never made these charges or received any benefit from them. I hereby demand that you immediately return ALL of my {$10000.00} usd. I also request that you send me written confirmation once you have complied with this request From the your web site : XXXX If my card is lost or stolen, is my money protected? Yes, tell us AT ONCE if you believe your Card or PIN has been lost or stolen. Telephoning us at the Customer Service number is the best way of keeping your possible losses down. You could lose all the money in your Card Account. If you tell us within two Business Day, you can lose no more than {$50.00} if someone used your Card or PIN without your permission. If you do NOT tell us within two ( 2 ) Business Days after you learn of the loss or theft of your Card or PIN, and we can prove that we could have stopped someone from using your Card or PIN without your permission if you had told us, you could lose as much as {$500.00}. Respectfully, XXXX de XXXX XXXX XXXX XXXX XXXX Ct. XXXX, CO XXXX CC : Consumer Financial Protection Bureau CC : XXXX. CC : XXXX XXXX Colorado XXXX.
Company Response:
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I called and requested to disputes with Direct Express. They gave me a fax number in which to fax the disputes forms back to once I received them in order to get a provisional credit. They said I had 10 days from the date that I filed the complaint to get the forms back to them. I didn't even receive the forms until 10 days later on one of my disputes. The fax number they gave me to fax the forms to just ringing ringing rang. Or other times I tried it just was busy the entire time this went on for an entire day. I am XXXX and had to go to the library in order to fax the dispute forms. I even called Direct Express to confirm that I had the correct fax number and I did and I explained to the customer service rep that the fax didn't work and she basically told me that you know that it was my problem not hers and if that's the only fax number they have. I also explained to the customer service rep that they took so long sending me the forms that I didn't get it until the 10-day time period was up on getting a provisional credit. Again she basically told me that that was my problem and not hers. Here 's where I'm having trouble with this since they took their time sending me the form that gives them 45 to 90 days in which to investigate the dispute. I feel like they do that on purpose. Also I have to wait exhibited lengthy amount of time before I can even get a human being on the phone to talk about this stuff with Direct Express. I just want my money back is all. And she repeatedly be treated like garbage by Direct Express is unacceptable. I'm not some welfare witch who just lives off the system I work 32 years to earn the benefits I have I'm XXXX I have survived XXXX twice I've survived a XXXX XXXX I've survived a XXXX XXXX I worked 32 years to get my benefits. Direct Express has designed their system so they just drag out processes in order to get your money back to you when there's a dispute or something else like an unauthorized charge or something like that's done with your bank account. They've designed a show it's almost impossible to get a human being on the phone. The average person or should I say the average XXXX person that has to deal with this will just give up. Something needs to be done with the way Direct Express treats their customers.
Company Response:
State: VA
Zip: 224XX
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A