Date Received: 2021-12-14
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX I called direct express about some unauthorized charges on my account and they said that they were cancelling my card and sending me out a new card so I updated my mailing address with them and they charged me a {$4.00} card replacement fee plus {$13.00} expedited mailing fee. I was supposed to receive the new card on XX/XX/XXXX but when I checked with the office on XX/XX/XXXX I discovered that I never received the card. So I contacted direct express again since I didn't receive the new card. They informed me that they would re-issue me another new card had me verify my mailing address which I did and again charged me a {$4.00} replacement card fee and {$13.00} expedited mailing fee. Unfortunately I never received that card either and spent almost an entire day trying to track down the ups driver who delivered the card which finally he came back to my house and informed me that it was delivered to the wrong space number as that's how it was addressed as well as the previous package by the shipper. So again on XX/XX/XXXX I contacted direct express and was really upset and asked them don't they even check and verify that the address is correct when they ask for it? They said they are supposed to yes. They apologized for the inconvenience and corrected the space number and again re-issued another card which again I was charged a {$4.00} replacement card fee and {$13.00} expedited mailing fee but was guaranteed that all charges would be reversed not to worry. I just contacted direct express to find out the status of the charges being reversed and was told that the requests were denied.
Company Response:
State: NV
Zip: 89121
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am having a fraud protection problem with my financial institution. I lost my bank card and they will not replace it even after I sent them all the documents required in order to satisfy their fraud requirements. They are XXXX and I am XXXX XXXX, XXXX XXXX # XXXX, SS # XXXX. Their # is XXXX XXXX XXXX and their email is XXXX.
Company Response:
State: TX
Zip: 766XX
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: So I signed up for this Direct Express Card to receive my benefits. But the method to login to my account presented problems. I did fix the login issues with the rep. But due to the old DE website, was unable to further login to check, update information. I'm trying to reach out to the SSA to change back to my old bank. I don't recommend that anyone received social security benefits use Direct Express due to frustration with getting online to view accounts and fees ridiculous. Local banks are better to use from my experience.
Company Response:
State: IL
Zip: 60074
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I have exhausted all options with Direct Express for resolution. The United States Treasury has deposited my funds to a " Direct Express '' card and I have not been able to access those funds since XXXX of 2021. Today 's date is XX/XX/2021. I contacted Direct Express at XXXX regarding this issue, including, but not limited to, the following dates, backed by evidence from the complainant 's XXXX phone account billing statements : XX/XX/2021 at XXXX am XX/XX/2021 at XXXX am XX/XX/2021 at XXXX pm XX/XX/2021 at XXXX am XX/XX/2021 at XXXX am XX/XX/2021 at XXXX am XX/XX/2021 at XXXX pm ( duration approximately 80 minutes ) XX/XX/2021 at XXXX pm XX/XX/2021 at XXXX pm XX/XX/2021 at XXXX pm XX/XX/2021 at XXXX pm ( duration approximately 37 minutes ) XX/XX/2021 at XXXX pm XX/XX/2021 at XXXX pm ( duration approximately 14 minutes ) XX/XX/2021 at XXXX pm ( duration approximately 23 minutes ) XX/XX/2021 at XXXX pm ( duration approximately 29 minutes ) XX/XX/2021 at XXXX pm ( duration approximately 21 minutes ) XX/XX/2021 at XXXX am XX/XX/2021 at XXXX am ( duration approximately 12 minutes ) Over the course of the above stated dates, Direct Express sent me a replacement card to access my funds. When recieved, and attempted to activate, the system refused. A prerecorded message said what I entered does " Not match the information on file. '' A live representative assisted me with activation. That was not successful either, so another replacement card was issued. When second replacement card issued, I again attempted to activate to no avail. A live representative, again, tried to assist and was unsuccessful. I was transferred to the supervisor. Again, no success in activation. I was then transferred to the supervisor 's supervisor who couldn't activate the card either. They sent out a third card. Activation was unsuccessful. Please note, at one point the Direct Express XXXX tried to personally activate my card on a conference call with the automated system. I provided my XXXX digit account number to her. She entered all my information and all i did was enter a pin number. Still, no success. " I have never had this happen before, '' she said. I have called phone number XXXX, the Direct Express XXXX line multiple times as well. They took my information and someone called me back. Most recently, they sent me a fourth replacement card via United Parcel Service, and charged me according to their policy. Activation of the fourth card was unsuccessful. After failure to provide access to my funds for nearly two months, Direct Express must be held accountable. I have exhausted all options with Direct Express for resolution. I just want my money. Therefore, this United States Combat Veteran submits the aforementioned complaint.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-04
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: I started to use my XXXX XXXX debit card at the direction of my local social security office. I was not given any choice nor advice that I could use my bank to have the funds deposited directly to my account. This started around XXXX and upon trying to reach out to the company to get results and answers I was directed time and again to a robocall to resolve the issue. I have yet to receive my XXXX XXXX payment for XXXX. No notices were sent out. In fact, absolutely no communication from Comerica bank. I am a XXXX XXXX XXXX veteran who has served honorably and I feel that I deserve much better than this!
Company Response:
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2021-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-04
Issue: Problem with a purchase or transfer
Subissue: Overcharged for a purchase or transfer you did make with the card
Consumer Complaint: i made a payment for XXXX on the third of XXXX for a hotel purchase and prior to doing so i had a balance of XXXX i check my account that evening and i only had XXXX dollers in my account i called direct express the following morning who rudly informed me that the hotel takes XXXX percent of my balance and holds it until the amount is processed well at this point the XXXX plus XXXX $ was taken out. and XXXX who refused togive me her last name said she was the only XXXX in the direct express call center. ( XXXX ) goes on to tell me my XXXX $ wont be realeased until the third of the next month, when i asked her why .. she rudely screamed at me and said XXXX XXXX XXXX just told u all the i information needless to say a hour after i hung up the phone with this rude XXXX who was confident in telling me my funds wont be put back on my account until the third of the next month i got a alert that my XXXX was back on my account she was incompedent and rude and not very informative
Company Response:
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2021-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been banking with this Bank for 30 plus years. I have been trying to apply for a Home Equity Loan. I have been denied 3 times. First one was over the phone and I was denied right away. But my original bank found the paperwork and and gave me a credit card with limit XXXX to do some repairs. Next I tried for a Home Equity Loan about 2 years ago and I was told my XXXX XXXX was too low. I applied for one XXXX XXXX now they are saying my debt to income ratio is to high. I have Student Loans and I am working for the State of Texas if I work for 10 years my student loan will be forgiven.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On or about XXXX XX/XX/2021, I had Social Security enroll me in Direct Express to receive my benefits on this prepaid card service. I was told that on or about XXXX XX/XX/2021, I would receive my card with my benefit deposited on it. However, on or about XXXX XX/XX/2021, I received a text message that a new pin was applied to a Direct Express card that I never personally received. I was both anxious and frustrated at this as not only is my address, email, and phone number needed to do this, but also my date of birth and last four Social Security Number. This is too high a security risk and Social Security promises that XXXX XXXX is a safe convenient experience. I then was sent another card with a {$13.00} charge that should be waived as the delivery of my card and subsequent theft was not my fault or responsibility. Fortunately, I had Social Security cancel my direct deposit in time. But, Direct Express Card Services refuses to take responsibility for their mistakes and waive the fee and close the card down.
Company Response:
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2021-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-25
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: My name is XXXX XXXX XXXX. I receive my XXXX pension via direct deposit to Comerica Bank and access the funds using a XXXX issued by that bank. ( I am currently residing in XXXX. ) I have recently had trouble accessing my account information through their web banking site. My complaint is that on XXXX, XX/XX/XXXX at XXXX pm XXXX XXXX, I called for help in solving the Web Problem and was asked by the man assisting me for BOTH my username AND password!!!!! I declined to answer the password question and he said he needed to generate a ticket to have someone call me back. The following day, when I called to complain about the password question I was assured, by two different people, that it is " standard procedure '' to ask for that information when generating a web support ticket! If an hourly paid stranger can request that information from everyone needing help then it is inevitable that one of them will use that information to log on to an account and siphon some or all of the money in that account! This practice should be PROHIBITED and I strongly protest against it being part of Comerica Banks policy! Sincerely XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I saw on XX/XX/XXXX that money nearly all of my money for the month was gone and I was left with a dollar and some change. There were 5 unauthorized charges on my account. Four were from XXXX, all done on XX/XX/XXXX in the amounts of : {$28.00}, {$9.00}, XXXX, and {$21.00}. These were taken between the hours of XXXX and XXXX am when my XXXX payments were deposited. I didnt notice those right away as they were smaller. I had a few charges of my own come out just fine is why. Then, on the XXXX at XXXX XXXX my account was charged {$670.00} from XXXX. I have never used that site, dont even have an account there. I called them immediately. Was told I would be given provisional credit as soon as I filled out forms they were sending and would be getting a new card. Neither arrived, had to call them back again on the XXXX or so, I believe. Was told the form was sent out the XXXX and was charged {$13.00} for a new card leaving me a negative balance. Finally received the forms on the XXXX, filled them out and faxed them on the XXXX. No credit was issued, heard nothing. Called them again the XXXX and was told it was my fault, I had to contact XXXX and XXXX and get my money back. I did contact XXXX and they issued refund request, but no money has shown up as of yet. They did tell me my actual card numbers were used, it didnt come from my account, so I wasnt hacked. Someone got my card expiration date, 3 digit code and knew the exact time to hit my account. XXXX I chatted with, screen recorded the chat. They emailed after saying DE has to charge back the charge. DE told me yesterday their decision is final, that it was over. Is Direct Express not breaking laws here? I didnt authorize any of these charges. I just want my money back. I have never disputed a charge before. I also told them I would be willing to prosecute. When I first called they told me they would issue provisional credit, investigate, and make a decision in 45-90 days. Nothing they said was true. They keep you on hold for hours hoping you go away. I attached the documents I faxed them, the fax confirmation sheet and receipt of proof of date/time of payment for the fax and the email from XXXX Thats everything I have on my end besides the screen recorded online chat with customer service from XXXX. It didnt do much as you can read in the email. Nobody else has permission to use my card, I have never just handed out private information, I mainly use an iPad, I have changed all of my passwords and do so often. I believe I do ok in protecting myself. This is the first time I have ever had this happen and I am XXXX, so..they tried insinuating it was my fault because I responded to that email from XXXX. That email address doesnt receive spam, I dont use it willy nilly. And I dont go theaters, I dont use XXXX. DE told me to gather information on my own, thats what I was attempting to do. Thank you in advance for any assistance in this matter.
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2021-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A