Date Received: 2022-01-18
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 alerted to a low balance on my direct express card on XXXX XXXX at around XXXX I immediately checked my transactions online and noticed my account had unauthorized transactions. I called and reported it immediately and had the card shut off and claims put in for the transactions. I was told to wait for a questionnaire to fill out that needed to be back by XXXX XXXX and XXXX according to each claim. The questionnaire never arrived I called in on the morning of the XXXX and was told to type a statement and include my police report of the theft with it. I did that and faxed it to them. I called back in 8 hours later to make sure they received the fax and was told my claims had been denied. These were unauthorized claims and my money was stolen and they were reported immediately to them and they are refusing to give me my money back. I still haven't even received my new card in the mail. They tell me to call the vendors of the transactions which I've tried and someone them you can't even speak to anyone specifically XXXX which is the biggest ones.
Company Response:
State: WI
Zip: 54701
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-16
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: USDIRECTEXPRESS XXXX XXXX am XXXX XXXX, i called usdirectexpress to dispute fraud use on my card. i disputed them. they said, they would send me out dispute forms. they did not send dispute letters and said i had until Tuesday XX/XX/2022 to return it. tomorrow is XX/XX/2022. if it's not back in time XX/XX/2022 i get no relief from FRAUDENTLY ACTIVITY ON MY CARD. PRETTY MUCH I'M JUST SCREWED BECAUSE IT'S NOT BACK IN TIME, more than XXXX dollars i'm going to lose because they refuse to send me my dispute letters. is that criminal, allowing a federal recipient to be fraudulently taken advantage of, when they were told to have them bill me, no more because i don't go on dating sites and plus other non-authorized charges. I'm calling about fraud and the first thing i am asked is, what's your ss #. refuse to let me speak to a supervisor. XXXX and XXXX in disputes, XXXX XXXX, they say it's no other way to access my account ( DISPUTES ) and i know that not to be true. now I'm being lied to. As the police said, he never has to give his ss # to his bank when he calls. then they leave me on hold for over an hour AND A HALF, when they know time is of the essence, straight b.s'n. if they don't want to do their jobs correctly then why are they even employed, I'm confused. then they want to get upset because i'm upset due to their incompetence. never waited over an hour AND A HALF to speak to someone, so i see it as deliberate and malicious. and want to press a formal complaint against the dispute dept. namely, XXXX XXXX XXXX? ) AND XXXX AND XXXX, refuse to give last name but it's required i give them mine. YOU'RE NOT GON NA BE UPSET AT ME BECAUSE YOU FAILED TO DO YOUR JOB. I INCLUDED A PIUCTURE OF THE DELIBERATE WAIT TIME I HAD TO ENDURE AT INCOMPETENT PPL HANDS. XXXX XXXX -WANTS HIS MONEY BACK FROM BEING FRAUDED! THE LACK OF HELP MAKES THINK, NOT GOOD OF THEM MAYBE GET PPL THAT ACTUALLY WANT TO RESOLVE YOUR ISSUES AND THAT GIVE 2 XXXX AS... WHILE PERFORMING THEIR JOB CORRECTLY. PICTURE OF DELIBERATE WAIT TIME ATTACHED : RELIEF SOUGHT : 6 MONTH PROBATIONARY PERIOD, NO-ONE SHOULD BE SUBJAGATED TO THIS FOOLISHNESS. I TOLD THEM THE BANKING TREASURER NEEDS TO KNOW HOW THEY TREAT, THE ALREADY SCAMMED. LAST DIGITS XXXX OF CARD ; TEL # XXXX ; I GUESS THEY CALL THEMSELVES BEING A SMART AS- 90 DAY PROBATION FOR THE CRIMINAL NEGLIGENCE UPDATE : AFTER WAITING AN XXXX HOUR AND XXXX MINUTES DAYSHAWN ANSWERS THE PHONE, I TALK TO HER ABOUT XXXX MINUTE AND SHE HANGS UP, WASN'T YELLING IN MY UPSET, I JUST GOT ROBBED VOICE. FIGURE THAT OUT XXXX TIME TALKING TO HER. XXXX MENTALITY... EASY TO COLLUDE AGAINST THE LESS FORTUNATE. NOW THEY NEED TO BE FIRED, FOR CAUSING DELIBERATE AND MALICIOUS FUDICIARY INJURY AGAINST A MEMBER OF A PROTECTED GROUP. OF COURSE, DONE WITH THE SUPERVISORS BLESSINGS, THEM TOO! XXXX BANKING XXXX XXXX : XXXX XXXX SEE ATTACHMENT
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was informed by XXXX that someone attempted to use the card in question. In addition to that there was a total of $ XXXX dollars taken from this account by someone other than myself. I don't want the money but I would like to have some kind of response from this bank who operates under some kind of federal contract, what a travesty, that they acknowledge their misgivings and close this account to never hear from them again in life. This episode happened in 2021 I called number after number NO ONE ANSWERS THE PHONE, neither Co-America Bank OR Direct Express. I sent this letter dated XX/XX/2021 special delivery return receipt requested I got document from them later in the year 2021 which was something like when you open an account nothing addressing my issue, my complaint.
Company Response:
State: OK
Zip: 73115
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I went to XXXX XXXX XXXX XXXX and tried to use the ATM machine at approximately XXXX I tried to take money off my direct express card XXXX Name on the card XXXX XXXX XXXX ( XXXX XXXX XXXX ). I typed in {$520.00} dollars, the XXXX XXXX bank charged me and direct express {$3.00}, meaning that my bank gave the money to the XXXX XXXX bank and now the responsibilities on XXXX XXXX bank to give me the money that was paid for by me and direct express. The money processed inside the machine as if it was going to dispense but the ATM draw did not open up. So, someone used XXXX device to remotely control the machines function such like the XXXX ( inc. ) customer service remote screen sharing and maintenance to not allow the money to dispense. Which is illegally seizing my money violating the 4th amendment, as well as article 14 of the Massachusetts declaration of rights ( which is greater protection ) ,18 USC 242, 243. 42 USC 1981, 42 USC 1982, 42 USC 1985. I waited for the money to come out it didnt. Then 3 minutes after the machine went out or service, rebooted which I took photos of and sent it to askcrt, askdoj ( department of justice report ). The machine display it was working again. I then used my XXXX XXXX card cause I have account with that bank and tried to use it to see if my money may be stuck cause nothing came out where does money that suppose to come out go?? Either it reverse like a CD rom takes back a cd that cant eject or maybe it has to be stuck in place, like a vending machine ( but the mechanism can be controlled remotely ) XXXX took {$10.00} dollars off my XXXX XXXX account and it came off fine. But my {$520.00} dollars from direct express was still in the XXXX XXXX ATM account. This is an internet crime ( cyber attack scam ) that probably happen to millions of XXXX persons a year. I request the statistical data. The video can be summons of the transaction specifically at XXXX am and then another at XXXX. I called XXXX XXXX cause they are responsible they told me that I have to dispute it with direct express. I called direct express and they told me XXXX get my money within XXXX hours maybe tomorrow if the banks cooperative. They did not give me or ask me to fill out any forms at that time. I waited from XX/XX/XXXX - XX/XX/XXXX. I called today and the male asked my name and info which I provided. He then asked my telephone number I gave him ( XXXX ) then I told him Ill give you another number because that one was not charged and I had the other phone in my hand now, so I gave him ( XXXX ), the guy said I cant use that number I seen he was given me a hard time and to prevent abuse I said Ill contact them back that was at XX/XX/XXXX ( XXXX. ), I called again verified the info with a female she gather my info the same and I gave her XXXX and she except okay but said my account was suspended at XXXX which was not true. Then said it would take up to XXXX days to get my funds back and I can get a credit in XXXX hours but I got to sign something first. She asked did I get them by mail, I said no, I explained the previous girl said I would get it back XXXX hours she said yeah only credit back back until the investigation is over. It is not XXXX hours from the time my money is taken if I have to wait XXXX days for the form to come in the mail. Then I got to send it back. They didnt send it by email. So I explain to her since I see they are part of a scam I am going to put them in the complaint. Because she said at XXXX am today my card was suspended then stated after the call it was suspended which was at XXXX. Which I said to her the card was never suspended XXXX minutes ago before this call. So this has been happening with XXXX XXXX bank with my loan requested that was denied, taking little sums of money over and over as well as other banking discrimination which is affecting my credit. Also another issue XXXX & XXXX not reporting 6 months of credit payments to credit bureaus from XXXX. And because of this my XXXX XXXX remained at XXXX and not in the XXXX. Likewise this issue with my money affects my payment with creditors, XXXX, credit XXXX, first premier, enterprise bank ( XXXX XXXX ), XXXX bank, milestone credit, Finger hut. Plus I have to serve people in my federal complaints and its preventing XXXX XXXX of redress and service of business and federal applications ( connected to school, self-employment, ( etc ) state as well. Please contact me at ( XXXX ) XXXX
Company Response:
State: MA
Zip: 01851
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I went to the bank of comerica bank to do a cash advance on my debit card for the amount of XXXX which are my XXXX benefits the teller on XXXX they said it was denied on comerica end on which it cleared from my account never paid. Fraud and I feel the lady did it on purpose
Company Response:
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Called for a replacement card, old card lock wasn't able to use it.called customer service which is Direct Express for a replacement on XXXX XXXX, their not answering the phone same recording comes on no help.Meanwhile rent an bills aren't. Recording says card is in the mail I haven't received it yet. Please help me I've done everything I thought would work but it hasnt.
Company Response:
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Comerica/Direct Express says a replacement card was mailed but it has not come. We have tried for 5 days, all hours if the day and night, to reach their customer service but literally no one ever answers.
Company Response:
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XX/XX/21 I was in XXXX and my wallet was pickpocketed. I called Direct Express immediately but, as usual whenever you try to call them they take forever to answer ( I've been on hold an hour waiting ) and then my call was disconnected, which again happens when calling this company, I reported theft and asked them to close my account immediately and to issue me a new card. XX/XX/21 I received a letter from Direct Express Fraud Services Dept. requesting I fill out a Questionnaire of Fraud and return it to them. I completed the Questionnaire listing unauthorized charges that I saw on my account online. I listed {$1500.00}. I faxed back the Questionnaire on XX/XX/21. Copies of XX/XX/21 letter and the completed Questionnaire are attached. XX/XX/21 I received a letter ( attached ) from Direct Express Fraud Services Dept. saying they had completed their investigation, stating that they " found a conflict in the information provided by you and the information resulting from our research. Based on this information, we can not confirm that fraud occurred. The letter did not offer any information about the conflict. The only reason I can fanthom is my total of unauthorized use of my stolen card equaled {$1500.00}, which was taken directly from my account online. The Fraud Department had stated that the figure was {$1500.00}, with no breakdown of what that figure was comprised of. Direct Express then started harassing me like I was a criminal stealing my own money! They requested I fax copy of my drivers license, which I did on XX/XX/21. Had to fax 5 times because no one checks the emails. Then I was requested to send a copy of my passport, which I did on XX/XX/21, along with an email of my drivers license. This was requested by them because they put a hold on my account with no forewarning and I needed to prove who i was! When my wallet was stolen, it contained, among other things, a XXXX XXXX, from my wifes account. XXXX had called my wife the day my wallet was stolen, saying there were some attempts to use it in XXXX, and they immediately shut down the card. My wife called XXXX after we received the letter declining our claim, to ask them if they had information from the attempted fraud on the XXXX card. We received a letter dated XX/XX/21 attached from XXXX which shows the thieves charged {$1000.00}, and also attempted 2 other transactions. This proves that my wallet had been stolen. I was unable to share this letter to Direct Express because they had completed their investigation. On XX/XX/21, I traveled to XXXX. While there, I was unable to withdraw cash from my Direct Express account at the ATM. I called Direct Express, and they told me I should have informed them that I was traveling to XXXX. As can readily be seen by a review of my account, I go back and forth frequently from the XXXX to XXXXXXXX, and have for the past 4 years. Previously to my card being stolen, I had NEVER had any problems. There is NOTHING in the paperwork for my account that states I have to notify Direct Express when I travel out of the country. I called them while I was in XXXX and they said they would reinstate my account in 24 to 48 hrs. It never happened. Luckily, my wife was in the US and was able to wire me cash. I have attached 7 pages of documents to this Complaint
Company Response:
State: NE
Zip: 68134
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: There are 2 pending charges that are on my account and the merchant that the pending charges are associated ( XXXX ) has not record of these pending transactions. There is no reason for the bank to hold over 1/3 of my monthly income for no reason. When calling direct Express I was told that if a new card was issued ( for a {$13.00} charge ) then the balance would be transferred to the new card and the pending charges would dissappear. Once the new card arrived rather than finally being able to pay my rent just 2 days before XXXX, I found a $ XXXX balance and still XXXX phantom charges. I do not feel like I should be responsible for a fee because of wrong information.
Company Response:
State: MI
Zip: 489XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX my wallet was stolen along with all of my cards that were in the wallet. I didn't even know that it was gone until I got a text from my bank saying that I had just changed my pin, and if it wasn't me to give them a call. So I called them and told them that it wasn't me. When talking to the customer service agent I proved to them that it wasn't me, but by then, the person had already drained my account. The bank will not return my money. They said that they had conducted an investigation and their excuses for not repaying me my money were ridiculous. I provided them with the police report and all the information they had asked for, and yet they still will do it. I know that I was not within the XXXX guideline that they requested, but at that time I was in the midst of a XXXX bout of XXXX XXXX and was on XXXX XXXX XXXX and had really no clue what was going on. The day after I had my XXXX to remove the XXXX XXXX I got them their paperwork. I don't believe I'm even allowed to do such paperwork when on such extreme medication. The bank sent me the results of their investigation and they are so wrong it's incredible. I feel like they violated me all over again and that they have the thief 's back and not their customers back.
Company Response:
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A