Date Received: 2021-11-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have been contacting Comerica Bank for the past 3-4 weeks attempting to close my bank account. Initially on XX/XX/2021 I called to close the account after having paid it to a XXXX balance. I was advised the account could not closed because that payment was still pending. I was advised once it cleared the account would be closed. I informed them Id like the account block from further charges because it had been compromised at which time they informed me they was not possible but they didnt see any upcoming/pending transactions. On XX/XX/2021 I logged back in to find the account still open and negative for approximately {$120.00}. I immediately called and was placed on hold while the previous call and account notes were reviewed. The representative returned and advised she was completing a form to have the account closed and that management had approved the reversal of the funds. She stayed the account would be closed in 24-48 hrs. It is now XX/XX/2021 and the account remains open and has now been assessed Extended Overdraft fees and has a negative balance of {$130.00}. They are now advising that the account cant be closed and Im responsible for the fees. Theyve also indicated they will research the matter more. Im fearful this issue is not going to be resolved, I will be held liable for the fees, and my credit will be impacted. Please assist!
Company Response:
State: TX
Zip: 75240
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I was recently incarcerated from XX/XX/2021 to XX/XX/2021 and upon release I found out that my US Direct Express Card that I had previously lost was used fraudently during the time of my incarceration, immeadiately after release I contacted US Direct Express and notified them. I filed a complaint with a representative and had a form sent to me, it took several attempts because I could not access my account in which I had to do two verification. However on XX/XX/2021 I was able to submit the Dispute Form, my discharge Paperwork proving that I was discharged from the facility and it was successfully faxed to the dispute team on XX/XX/2021 A set of transactions were accepted and a set were declined. The set that were declined exceeded 120 days of being reported. However I was incarcerated and unable to report these. I am very sure there are protections for individuals who are incarcercerated and vicitims of fraud while in jail. I called US direct express early XX/XX/XXXX in the AM. The first representative transffered me to a supervisor, and after waiting 30 minutes I hung up, the wait the second time I called back was 20 mins. The third time I called back I was immeadiately transferred. The supervisor XXXX almost did not want to deal with this issue she said the claim once closed would not be reopened at all. However based on the dates of the transactions it is clear that the transactions were denied based on the 120 reporting dates of the terms and conditions with US Direct Express. Are there any protections for individuals who are incarcerated? Thank you
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I bank with Direct Express because Social Security send my money there. I have had no luck getting them to transfer my money directly to the card that I pay my bills with.they said they could do it but I still couldn't get it done because they couldn't help me. I told him I was having troubles with their automated service. Still no help. I spent hours trying to work with them but they have the worst customer service ever. I went a different route and have my money going directly to a different card now but the Social Security agent told me that a lot of people complain the same complaint. Their automated service hangs up on you and takes you in circles and other strange things. The customer agents are hardly helpful and in fact I actually spent hours getting nothing done and 9 phone calls that's today.. I can't pay my bills with this account and I have to transfer my money to my other debit card. They couldn't help me. A video recorded my last call with them. It was almost an hour long call and I let the supervisor that I finally got know that I had been documenting the entire call and she hung up on me. I was irate and that was why I was recording my whole process. I do have a video but I can't upload it. I just took a screenshot of my phone calls. You can try that number yourself and see how it is. I'm on Social Security and have a XXXX and don't need to be going through this kind of XXXX. Neither does all the other people that get their money the same way.
Company Response:
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: This is an emergency, because for this is my only income ( Social Security Retirement ) and I depend on to pay my bills at the end of this month. No one else had access to the card. Debit Card stopped working on XX/XX/XXXX. I attempted to reach out to the company ( Direct Express ) on XX/XX/XXXX and was initially unable to connect with the customer service. Numbers provided to not accept calls from abroad ( including international line ). With the help of my nephew, I connected with customer service through VoIP ( local number ) and was able to contact a representative on XX/XX/XXXX. They informed that the card was suspended for fraud suspicion, and that the issue would need to be resolved by a level 2 technician. They transferred the call and no level-2 technician ever responded. I attempted to contact service representative again, and 3 times over, no one from level 2 picked up. Upon further attempts, the line would disconnect automatically upon entering my Social Security Number and was unable to contact a service representative. I There are no further options to contact the company.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: MONEY WAS WIRED TO XXXX XXXX ON XX/XX/21 AT XXXX XXXX FOR XXXX XXXX TO PERFORM A REHAB ON MY PROPERTY XXXX XXXX XXXX XXXX LOCATED IN XXXX, MICHIGAN BASED ON HIS SCOP OF WORK.I MADE 2 DIFFERENT WIRE. FOR WIRE TRANSACTION WAS FOR THE AMOUNT OF {$20000.00}. XXXX WAS SUPOSE TO ORDER MATERIAL WITH THE MONEY THAT WAS SEMT TO HIM. DUE TO THE BACK AND FORTH HE WAS NEEDED. MORE MONEY SO HE CAN PAY FOR LABORS AND OTHER ITEMS HE LIED ABOUT.. SO AT THAT TIME MONEY WAS WIRED TO HIM FOR THE SECOND TIME FOR THE AMOUNT OF {$65000.00}. AFTER A MONTH ME AND MY BUSINESS PARTNER XXXX TOOK A TRIP TO XXXX TO LOOK AT THE WORK THAT WAS PERFORMED ON THE XXXX XXXX XXXX XXXX. WHEN WE ARIVED THERE WE NOTICE THAT NO SKILLED WORK THAT WAS STATED FROM XXXX XXXX THAT WILL BE DONE WAS NOT DONE.. THE ONLY ONLY THING THAT WAS DONE WAS WAS REMOVING THE SMALL AMOUNTS OF DEBRIS FROM BUILDING WHICH I COULD HAVE DONE THIS MYSELF WITH MY BUSINESS PARTNER. WE WERE HIGHLY UPSET WITH THIS PERFORMANCE. WE HAVE BEEN EXTREMELY LIED TO. ABOUT EVERYTHING. I REQUESTED FOR XXXX TO SHOW ME RECEIPTS FOR ALL THE MATERIALS HE CLAIMED HE PURCHASED. FOR MY BUILDING AND HE COULD NOT PROVIDE THAT TO ME. ALSO XXXX SAID HE WAS LICENSE BUILDER AND WHEN I REQUEST FOR HIM TO PROVIDE ME HIS BUILDERS LICENSE HE SHOWED ME A FAKE BUILDERS LICENSE HE OR SOMEONE HE KNOWS MAY HAVE CREATED. NEXT THING HE DID ONCE I HAVE EXPOSED HIM ABOUT EVERYTHING HE HAS LIED ABOUT WAS STOP COMMUNICATING WITH ME AND MY BUSINESS PARTNER. HE STOP ANSWERING MY CALLS, TEXT MESSAGES AND EVERYTHING. XXXX XXXX WITH XXXX XXXX XXXX, XXXX HAS DEFRAUDED ME AND MY BUSINESS PARTNER XXXX.
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: SSI deposits for my XXXX XXXX children, our soul income for the month of XXXX was deposited, & immediately fraudulent charges wiped out entire {$1500.00}. Fraudulent charges were swiftly reversed by merchant/ XXXX . Yet this direct express card has refused to reinburse me. So they just get to keep my childrens money!? DE has had me in a customer service horror story since XXXX! Representatives are rude, not helpful. I have screenshot proof of being on hold in excess of 4 hours Just trying to understand why they are holding up my reimbursement. My kids money is FDIC insured! XXXX reimbursed it- so what now? Direct Express is just allowed to keep our money as per Direct Express! They claim in there own rules they will provide a credit, if you are a victim of fraud then use XXXX & loop holes to not give any credit during a pandemic, and knowing I was facing homelessness over this. I can not afford to lose an entire months income. I was told I didn't qualify to get a credit because of the name of the person handling my case! Like I have any control over that. This happened on XX/XX/XXXX. Today after holding for an hour and fifteen minutes they say my claim is closed & they just decided I'm not getting my money back because of too much different information! Oh & they sent a letter, that I never received. XXXX- how can they steal my children XXXX money! All the information I provided was true & I thought could be helpful to find out how exactly my directvexptrss MasterCard numbers got frauded in the first place. I never lost my card. I did nothing wrong. Now me and my children are the victims of both credit card fraud, eviction and direct express straight THEFT!
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I called to check my balance and my money was not there so I checked the last XXXX transactions and found out that I had been hacked so I called ( direct express ) the card company for my social security they found the same thing I did they told me they would send me a form to fill out and that I had 10 days from that day to send it back I received it 12 day later I explained I got it 2 days past the due date and mailed it back with a showing of post date that was 33 days ago I have tried to call them and they do is transfer me around and around and put me on hold for hours I have gotten no answers and none of my money back please help
Company Response:
State: OK
Zip: 73401
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: my card has been misplaced on the other hand its been difficult to contrast with company
Company Response:
State: IN
Zip: 46202
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XX/XX/2021 Dear sir or madam : The name of the company that I am complaining about is : Direct Express Debit Card ; which is the company connected to the Social Security Administration for disbursing money to its beneficiaries '. This company I believe first thefts large amounts of money from the persons account, and then escapes discussion of these problems by keeping prolonged and tiresome telephone menus and especially, computer systems with impossible log on problems. The simple fact of the matter here is that persons become frustrated and give up trying to get to the result of their problem thus leaving them with the stolen money. Telephone conversation is not a substitute for a printable statement - persons need time to cross match information and go to other places to verify what is claimed by the company. They ( Direct Express ) knows that this can not be done by telephone interview. Actually I am not at all able to log on to my account as their inadequate electronic system is such rubbish that a person that follows all of the steps for logging on as they are supposed to, is still unable to be able to do so, from any computer. As if a person is dialing a wrong number and getting only a busy signal, but does not know that he was given a wrong number. Please help me to get this company in line. Thank you. Sincerely XXXX XXXX
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Scammers got a hold of my account they took most of my social security benefit in XXXX of 2021 I contacted the Direct Express Debit Card Company it takes an hour and a half to reach somebody I've attempted to reach them on multiple occasions having to wait an hour and a half each time on several occasions I was hung up on after waiting an hour and a half. I told them someone had fraudulently taking my money out of my account. They told me that they were going to send me a a fraud form and that I had to return it within 10 days. I actually got the Form on the XXXX day. I had to rush out and complete the form and fax it back to them. After doing all that and telling them the information that they requested they denied my claim, saying that I authorized someone to use my card. There's no way that a social security recipient would use XXXX XXXX in the amount of {$1300.00}. They were rude not caring and I find that they have XXXX XXXX XXXX XXXX reports about their business ethics. They need to be reviewed because most of the clients are social security recipients and we need our money and there's no way we're going to spend that amount of money on whatever XXXX XXXX is. It's not fair and if there's so many complaints against them somebody needs to look into this. They are scammed like the people that took my money. They ate fica insured, and they are responsible for thoroughly investigating matters of this type. I asked for them to provide documentation and they hung up on me. I am mailing you my documentation. PLEASE LOOK AT ALL OF THE COMPLAINTS. Social makes us sign up for Direct express, it's not fair that they scam us and nothing is done about it. Kinda of makes you feel that they are in on the scam.
Company Response:
State: MI
Zip: 48336
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A