Date Received: 2022-02-09
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: After XXXX attempts and a total of XXXX XXXX hours on hold at reaching a live person, I finally spoke with a representative on XX/XX/22 at Direct Express to report fraudulent charges to my card which holds my only monthly income of SSDI. There were several charges I was disputing, so she transferred me to a level XXXX representative who took all my information regarding all of the charges I was disputing. She said i would receive documentation in the mail from Direct Express that needed to be filled out and mailed back within 10 days. I opted for the expedited shipping for an additional charge of {$1300.00}, but I would receive my new card in XXXX business days, which would have been on XX/XX/22. She also told me I would receive tracking information the following day on XX/XX/22. However, I didnt receive any tracking information the following day, or the day after that. Wednesday XX/XX/22 came and went, no new card was received. Thursday XX/XX/22 came and went, still no replacement card was received. On Friday XX/XX/22 I called Direct Express 9 times throughout the day, kept getting the automated message experiencing high call volume and call again and the call disconnected. XXXX times the exact same thing. I couldnt get in touch with anyone at Direct Express by calling their customer service number. I receive my SSDI on the XXXX of every month, and had no access to any of my funds. At approximately XXXX I sent a desperate message to Direct Express via XXXX XXXX to try to get the status of my card. I messaged with XXXX, a Direct Express representative who told me the original representative I spoke to on XX/XX/22, opened a case for fraudulent charges to my account, canceled my old card, ordered a new card but did not ship it out to me. I asked why, he told me that he had no idea, but he would order me a new card, hed have to charge me the {$13.00} expedited shipping fees for XXXX days delivery. He canceled the replacement card ordered by the first representative, and told me Id receive tracking information the following morning for the new replacement card, and that I would receive it on Tuesday OR Wednesday. I told him I had already been charged the expedited shipping fee, why was I being charged twice for something I never even received once? He told me he would not charge me twice for expedited shipping. Monday XX/XX/22 I received the original replacement card ordered by the first representative. I called the Direct Express number to activate the card, and was told by the automated response system this card was not valid. I called Direct Express again on Monday XX/XX/22, spoke with another customer service representative who told me this card had been canceled and my new replacement card would be delivered the following day, XX/XX/22. I asked her what to do if my card didnt arrive the following day as promised, she told me to call Direct Express back the following day if my card didnt arrive. Today is Wednesday XX/XX/22, no tracking number was sent to me, and no card showed up! Tried calling Direct Express XXXX times today and couldnt get past the automated response system to actually speak with a live person. I messaged XXXX at Direct Express he told me to be patient that my card would arrive today. It hasnt, and I can not get in touch with ANYONE at Direct Express to find out where my card is. They have highjacked all the money I have to my name, and have been absolutely impossible and non user friendly to deal with! I need some immediate assistance and guidance with this horrible company. Im completely at my wits end and still cant access any of my only monthly income!! PLEASE HELP!!
Company Response:
State: AZ
Zip: 85704
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: On XX/XX/2021, a fraudulent withdrawal was made to my Direct Express Deposit account from a cardless ATM machine, located in XXXX XXXX, California. I have followed all the instructions provided by Direct Express to have them return the funds of {$1000.00} to my account, including an extensive answer form, a police report, a statement about the circumstances, etc. It is clear that this is a fraud or identity theft perpetrated on my account. I have given a very consistent statement to Direct Express about this situation. Direct Express claims there are inconsistencies in my report, there are NOT. Direct Express refuses to refund my money and has closed the dispute. I can not reach Direct Express to discuss the situation. They schedule telephone calls to me that they never make. They are perpetrating and participating in a fraud on my account and I can not get any information. They take me around and around in a circle to get this scenario resolved and there is NO XXXX to appeal too or adjudicate the matter. It is a blank wall to try to deal with them. This is a very exasperating and dangerous situation for the consumer, especially a person who relies on Social Security deposits to cover their expenses. Direct Express does this because there seems to be no remedy.
Company Response:
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Someone pulled out money on my direct express card in some other town with out my consent.
Company Response:
State: CA
Zip: 93305
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: They are ordering new debit cards from my banks and credit cards and then are trying to use them
Company Response:
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2022-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-06
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: They submitted my new card on the XXXX and it has been 11 days I have not received it my bills are due I need to pay them I have a title loan out and they have not sent me my new card what am I supposed to do I need my card
Company Response:
State: NM
Zip: 88012
Submitted Via: Web
Date Sent: 2022-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I signed up for Direct Express XXXX sent my first card to XXXX PA where someone XXXX XXXX and used my entire XXXX benefits at different locations in Pennsylvania I never go XXXX XXXX PA and I never lived there, I live in XXXX NJ when I didn't recieve my card by XX/XX/2022 the day my XXXX payment of {$2100.00} was deposited on the card j called them everyday filing a fraud report with them which I just got the denial letter today XX/XX/2022 im on alot of XXXX due to XXXX problems, XXXX and other medical history I need that money for medication food and bills now I have nothing please help this place is a fraud
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: This is XXXX XXXX XXXX XXXX XXXX Nevada I am a direct Express card holder. XXXX XXXX direct Express sent my debt card to someone in XXXX Texas. They stole $ XXXX and put my account $ XXXX have not had access to my account and still don't .Direct Express was supposed to send me a card I have not received one. I tried calling direct Express there automated system said you're card has been mailed to XXXX Texas. Direct Express and Social security ha XXXX all my information My card should have not ever went to XXXX Texas. This was there mistake I should not be responsible for there mistake that got my money stolen, put my account $ XXXX my identity stolen. Direct Express is Responsible for this and why should it be put on my. account.They owe me $ XXXX take the, $ XXXX off my account. And there ain't nothing they can do to make it right about getting identity stolen. BUT I SHOULD NOT BE RESPONSIBLE FOR ANY OF THIS WHAT SO EVER THEY MADE THE MISTAKE AND IT WAS AGAINST MY ACCOUNT AND THEY STILL HAVE NOT GOT ME THE OWNER OF THE A CARD. THEY SHOULD HAVE TO CLEAN THERE OWN MESS UP THEY HAVE NOT DONE NOTHING TO CORRECT THIS ITS MADE ME PHYSICALLY SICK I CANT SLEEP. I NEED THIS CORRECTED. IM NOT RESPONSIBLE FOR THERE MISTAKES MY IDENTITY GOT STOLEN. SINCERELY XXXX XXXX
Company Response:
State: NV
Zip: 89512
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a XXXX XXXX Account to qualify for a {$500.00} bonus before XX/XX/XXXX, I have maintained the balance of {$50000.00} for over 120 days yet have not seen this bonus reflected. Please credit the bonus to this account. I have reached to online support of Comerica without the desired response. Thanks, XXXX XXXX Welcome! Your last Log In was Friday, XX/XX/XXXX XXXXXXXX XXXX ET XXXX ServiceLog Out OVERVIEW ACCOUNTS E STATEMENTS TRANSFERS BILL PAY MOBILE BANKING / ALERTS Message Center Send a Message Message Return to Messages Date : XX/XX/XXXX XXXX XXXX Subject : RE : Account Inquiry My name is XXXX and i am pleased to assist. XXXX, The {$500.00} XXXX XXXX XXXX offer will be advertised in the Southeast Michigan, XXXX, and XXXX regions starting the week of XXXX XXXX and running until XXXX XXXX, XXXX. For new-to-bank prospects or existing customers to qualify for these offers, they must first successfully open a Comerica XXXX XXXX XXXX account through OAO then meet the following criteria XXXX XXXX XXXX Deposit {$50000.00} within 30 days of account opening ( across a few acct types ) and maintain a minimum balance of {$50000.00} for an additional 60 days ( 90 total days ) after account opening. After meeting the requirements, you will receive their offer within 30 days. If I can help you in the future, please send me a message or you may reach our Customer Contact Center by calling XXXX. I am glad that you bank with us. Thank you for choosing Comerica Bank! XXXX Comerica Bank Member FDIC Equal Opportunity Lender Not all products and services are offered in all states -- - Original Message -- - Sent : XX/XX/XXXX XXXXXXXX XXXX To : XXXX Subject : Account Inquiry Segment : Individual Inquiry : I can not find my question. Message : Could you please let me know when the {$500.00} bonus for opening this accounting and maintaining 50K average balance will post? Per the terms it should have posted in XXXX, 90 days after XX/XX/XXXX. Thanks, XXXX XXXX
Company Response:
State: TX
Zip: 75252
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-24
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I was robbed on XX/XX/30 took me seven days to get a live person on the phone I have my call log to them then I was told some documents were being sent and would take 3 to 5 days this was on the XXXX I get on the XXXX I fax it over I had until the XXXX to get them in. So I call this morning and they already closed my dispute I have done some investigation of my own and these people are on camera using my card and I dont get my money back. This direct Express card needs to be taken off the market.
Company Response:
State: CA
Zip: 933XX
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX, XXXX, XXXX, my card kept declining as I was trying to purchase food for the amount of XXXX dollars. So I called the company and the company kept lying to me about resolving the issue.
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A