Date Received: 2021-10-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This all started in XX/XX/2020 I notified the bank there were unauthorized transactions on my account dates XX/XX/2020 amount {$8.00} {$280.00} {$8.00} XXXX all on the same day from XXXX XXXX card to card location XXXX XXXX I do not know anything about XXXX they sent me some form to fill out I did and return them about a week or two later I tried to use my card it said it froze due to fraud suspension I called and called finally I got through and ask why was my account frozen they said I needed to send in my driver license and social security card I did so on a number of occasions so I called and always received a different answer now this has been going for over a year I did what they ask me to it has gotten to be too much I need my money I just want to close the account and received my money a year is too long for any bank. bank name direct express address XXXX XXXX XXXX XXXX XXXX tx XXXX thanks for some help in advance...
Company Response:
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My son passed away in XXXX of 2021. He had an account with Direct Express for his social security XXXX. Im his mother and submitted all the legal paperwork to receive his balance. They reached out to me in XXXX and gave me a ticket number. Ive called several times and emailed with no resolution. I get a email that says someone will be assigned to me but they never follow through.
Company Response:
State: IN
Zip: 473XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Previous complaint to Comerica Bank ( XXXX ) was forwarded to the Direct Express Cardholder Advocacy Group XXXX who sent emails to me, requesting additional information. They provided a telephone number ( XXXX ) XXXX and email address, XXXX. ( Wrong information from Comerica caused me to withdraw that complaint and initiate another that went to Direct Express. That new complaint was deemed a duplicate and closed. Fortunately, the first complaint had reached the correct target. ) I received the first email on XX/XX/2021 in which the advocate asserted that she had made more than one attempt to contact me by phone and left a voice mail message. My phone records did not show any missed calls nor did I receive any voice mail message. The second and third emails were sent to me on XX/XX/2021 and included a letter telling me I have until XX/XX/XXXX to contact them or they will close their investigation. I have made repeated calls to the phone number provided and always get voice mail. I also sent several emails outlining the reason for my dispute and providing them my contact information. Direct Express representatives have put in requests for the XXXX XXXX to call me back.
Company Response:
State: MS
Zip: 39402
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: As of XX/XX/XXXX, it was XXXX in my account on direct express from ssi. I called on 6 I was told that someone had my information and made purchases. I was transferred to someone else who was to start the refund process. I was on hold for a hour then the phone disconnected. I called 3 more times and each time phone was disconnected. It sounded like someone picked up and hung rite up again.Ok called today I canceled the old card and had them issue another card. That person transferred me to someone's else who told me to go back to main menu reenter my ss number. Because the old card was canceled all they say was I get a new card in 7 to 10 days call disconnected.
Company Response:
State: MD
Zip: 21215
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: had damaged card. ordered new card over phone. no direct assistant attendant available to speak with. happens to me quite often.. especially during an emergency situation. i, order new replacement debit card and recording identifies my address by asking if my XXXX XXXX XXXX is XXXX if i pay {$13.00}, i can receive my new card in 2 days. i agree, and never receive my card. payments need to be paid or late charges accure. card never shows up, because not allowed to express delivery card to any po box . i learned this after nearly two weeks waiting for my card and having nearly no answer by direct express .com banking system to respond 24/7 days a week. no, fuel for transpo to court hearings, many important payments and im expected to always eat the charges? well now i have a new card, worked for a week. and now card is frozen for any further activity.. it cost me {$13.00} for a week of activity.. and i call day and night all hours and no answer, but once and been told my account is with fraud department. so they transfer me and no answer, while waiting for an hour.. no, call back, and still no answer..can you contact them and release the freeze on my card, so i can be able to use it and most likely move to anther bank. card # XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX. thank you most appreciated. and if possible, i would like both card payments returned along with {$500.00} dollars in fees of late charges and punitive damages. thank you once again.
Company Response:
State: MN
Zip: 563XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I found unauthorized purchase to my Direct Express Social Security card and contacted them about them. They sent me a letter saying that the charges I disputed were not found to be unauthorized. Therefore the unauthorized charges would be charged back to my account after they had added a provisional amount of {$720.00} to my account until their investigation was completed. The unauthorized charges were mad to XXXX which I have never made a purchase from. I am including a document from XXXX stating that there had been no purchase history from me on my account.
Company Response:
State: MO
Zip: 653XX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: On XX/XX/XXXX, I activated a new Direct Express card to receive my Social Security benefits. The next day, I found out that I was unable to pay bills with it. Ironically, all money is still there. I have called Direct Express and was put on hold for half an hour. After that, I decided to hang up.
Company Response:
State: OK
Zip: 747XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
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 incarcerated from XX/XX/2021 to XX/XX/2021. While I was incarcerated someone accessed my direct express account and spent {$1300.00} of my money. When I was released I filed a dispute on all the charges that occurred while I was incarcerated. I provided direct express with my detailed release report ( which stated the day I went in and the day I was released from jail ), a police report, and my personal statement. They denied my original claim and are now giving me the run around with escalated claims. Stating that because the people used my card at places that I normally used it that it basically made it ok. They are refusing to give my money back even with the proof I have given then that I was incarcerated when the charges were done. The people that done this used the direct express app that was on my phone and reported my card lost and ordered a new one. When I filed the original dispute direct express did issue me a new card. That is all they have done however.
Company Response:
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: My Direct Express Mastercard, issued by Comerica Bank, in which my monthly Social Security XXXX Benefits are deposited was stolen in XXXX, XXXX in XXXX XXXX, California along with my ID and cell phone. Having no resources, I went to stay with a friend in XXXX XXXX where I was assaulted and had to have XXXX XXXX on XX/XX/XXXX. Five days after the XXXX, I was transferred to a XXXX XXXX XXXX XXXX XXXX also in XXXX XXXX where I was until XX/XX/XXXX. I tried many times to call Direct Express to report my card stolen but could not get through for 3 weeks because they had a problem where the main menu to report a stolen card was not working and I would be transferred to an operator where I would wait up to 4 hours to speak to someone. I finally got through on XX/XX/XXXX and requested a new card and filed a fraud dispute for transactions totalling {$2100.00}. I faxed the documents they sent me back within 10 business days but they never issued me a provisional credit as stated in their letter to me. I also faxed them proof that I was in the XXXX and the XXXX XXXX XXXX in XXXX XXXX when the fraudulent charges were made, which were all made in XXXX XXXX and one was made in person at a XXXX in Texas! I ALSO POINTED OUT TO THEM THAT ALL THE FRAUDULENT TRANSACTIONS WERE MADE USING MY STOLEN CARD AS A CREDIT CARD AND NOT AS A DEBIT CARD ( as I have always used it ) BECAUSE THE THEY DID NOT HAVE MY PIN NUMBER SO THEY COULD NOT USE IT FOR ANY DEBIT CARD TRANSACTIONS. Again, I called every day for a status update but was always placed on hold for 3 to 4 hours. I finally got through to them today, day 40 of the investigation and was devastated to be told that they denied my claim due to " conflicting '' information and that their decision was final and that I would get a letter in the mail within 5 to 10 business days and that there was nothing I could do about it. No appeal. I provided them with overwhelming proof and evidence of these fraudulent charges yet the denied my claim. And I lost money because I could not get through to them to report my card stolen because of a malfunction in their telephone system. I am incredulous, devastated and in shock that Direct Express would do this to me. Especially with undeniable proof and evidence provided to them. I truly believe they deny all fraud claims because I have NEVER heard of anybody ever being credited back money on their Direct Express card that was stolen from.
Company Response:
State: CA
Zip: 92543
Submitted Via: Web
Date Sent: 2021-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
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 going to make a purchase but my account reflected that I didn't have enough to pay for the items. I called my bank and was told that a charge for {$6.00} had been charged to my Direct Express card account. I asked by who. The rep said that it shows a company named XXXX I explained to the rep that I knew nothing about the charges. The rep closed the account and filed a fraudulent charge on my debit card from that company. The rep from Direct Express said that they would contact the company about the charges but they were going to send me some paperwork to complete and fax them back to them. I received the paperwork on the XXXX of XXXX. But the cover letter said that I would have to return the paperwork back to them 10 days from the XXXX of XXXX. I didn't get the paperwork until 12 days after the XXXX. I filled out the paperwork and faxed it back to them on XX/XX/XXXX. On Monday XX/XX/XXXX I received a letter from Direct Express saying that they conclude that the purchase was authorized. Which makes me think that nothing was really done to process getting my money back from the company. I called XXXX who sent my information to XXXX to purchase there streaming service because I opened there app to see what it was about. XXXX received my information and automatically used my information to sign me up for there service. They started debiting my card on XX/XX/XXXX until XX/XX/XXXX. My information was on file with XXXX only because of the Television I purchased and it was part of the process to setup my programming. I contacted XXXX because Direct Express said that they could not open a new investigation because XXXX said that the purchase was authorized. Even though XXXX was the company that charged my account. So I spoke with XXXX and first rep said that I would have to get the bank to file another dispute and that she would close the account and put her notes on the system showing that the purchase was unauthorized. I called Direct Express to ask them to reopen the investigation with XXXX and they should be able to get the money back. But they refused to do so saying that there was not enough information to process it again. And that I should call XXXX and have them refund the money. I called Direct Express corporate office to let them know what was happening and was told that they would have someone call me back on XX/XX/XXXX no one called. Today XX/XX/XXXX I contacted XXXX again and the rep said that they could only refund 5 months of the charges to my account and I would receive it within 3 to 5 business days. I do have a police report about this case if you should need a copy please let me know. So I would like to file a complaint against Direct Express, XXXX for sending my information to XXXX, and XXXX to return all of the money that they took from my account starting in XX/XX/XXXX. The reason why I didn't know that this was happening is because Direct Express doesn't send out monthly statements. So I never knew.
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A