Date Received: 2021-07-17
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I call direct express at the I Customer service on XX/XX/XXXX between XXXX or XXXX XXXX to block XXXX again. The customer service said she would look at it. She said she couldn't do a block on XXXX. I said XXXX was block before with no problems. While we were talking she was blocking my card and sending me another card without letting me know. I call to talk with two supervisor and they said that social security would have to send my info to them. At this bank has a rule to send a code before talking to me. This lady even send a code to my cell phone or to my email. This was all done without my knowledge. This happen to me before. The frost time it 10 times to get the right person to look in the matter. The second time I call 6 times and no problem solve. I can't do no more than I can because of health. This people told me not to yell I said if it was your money, wouldn't you be upset. The two supervisor I talk to were XXXX and XXXX. This is a very bad bank when a customer service do things without telling me. I want something done on this matter. I am a XXXX old lady living in XXXX trying to survive and keep safe. No I don't drink never don't drugs, don't smoke or gamble. I am a true XXXX lady live in XXXX for 9 years until I ask for help. Now I after deal with this kind bank that let their worker take what money I. Really this bad.
Company Response:
State: LA
Zip: 70114
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I am a US citizen in XXXX. I have made multiple failed attempts over the course of years to change my mailing address for the Comerica Bank Direct Express program. Now my card is expired so I am unable to get a new one unless I can change my mailing address. In about half a dozen attempts to call from XXXX, using the numbers on the back of the card, I have never reached a human being. In an earlier attempt, I was able to reach the automated phone system but was unable to type the information requested fast enough to avoid timing out. In the latest attempt, I got a " number not in service '' message for the international number on the back of the card. I sent a postal express mail letter with my identifying documents, to their address over a month ago, but have received no response. How are people who have difficulty with phones ( like me ), or have calling plans that don't allow for international calls ( like me ) supposed to manage their Direct Express accounts with no other means of contact? If phones are the only allowed means of contact, there should be human operators who answer every call right away. Making contact so difficult smacks of deliberate intent to hold the money. Over two years ago there was a failed ATM transaction that was deducted from My account. I have been unable to report it to initiate a resolution. P.S. I wonder what became of the letter I sent containing the copies of identifying documents ; was it just thrown in the trash leaving the documents for any trash collector to find?
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
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 which was a Sunday I stopped in XXXX charge {$23.00} on my card I lost my card immediately afterwards. I was not aware of this loss until Monday afternoon the XXXX of XXXX when I called to check my balance I found out my account was cleaned out of all cash. When I went to check for my card to call direct Express my card was gone so I called them and reported it lost or not stolen I knew it was lost. I told them my last transaction would have been at the XXXX for {$23.00} and anything after that would have been a fraudulent charge. So they have sent me a notice saying that there's conflicting reports of what I reported and what they found in their investigation which is ludacris because how can I report anything other than when I lost my card and what my last charge was? They have sent me a notice which I have attached to this complaint showing all the charges for that month off my card I'm only concerned about the ones from XX/XX/XXXX onward except for the one for {$23.00} which was my last charge. I have contacted direct Express trying to get copies of the documents they said I could get in this letter but they never send me a copy I don't know what documents they're talking about. Unless it was for my original claim which I filled out from memory. I lost a considerable amount of money as they're refusing to reimburse me for these fraudulent charges and it's been a financial burden for me cuz this is my social security retirement all the money I get every month.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Problem # 1 The month of XX/XX/2021 I realized that I was " not receiving Comerica Bank Alerts, " I then contacted COMERICA Bank XXXX XXXX and was told that all my set bank alerts were all " deleted " because I changed Mobile Phone Carriers. The Phone Numbers stood the same only the carriers changed therefore nothing should have changed. Problem # 2 On XX/XX/2021 I went to a different COMERICA Bank XXXX XXXX and made a {$900.00} withdrawal from my SAVINGS account and did NOR receive a Text Alert of the withdrawal, on XX/XX/2021 at approximately XXXX using the COMERICA Bank App and my internet connection was " cut off '' I then used the internet ( and not the app ) and discovered that the {$900.00} was being set for deduction on my " CHECKING '' account which would have caused " insufficient funds, insufficient fee and a " late Rental Fee, return fee " these incidents were a calculated move to cause an abundance of " FEES " and was conducted by a COMERICA BANK iT Web-Development Manager/Supervisor with override authority.
Company Response:
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Since XXXX XXXX, just when the pandemic was about to start, i have been trying to get direct expreess bank attencion, someone use my debit card use more than XXXX dlls, and direct exprees have been not listen to me, the just treat me as I do not exist, when i have talk to them, they say we will call u today, or next week, finaly promesa to review, and updated me in 10 days, is over a monthr during the pandemic i wait over 40 min over and over they always hang up on me.
Company Response:
State: CA
Zip: 94102
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My XXXX is blocked and has been for two months now. After spending 2.5 plus hours on the phone the first customer service person said yes there is a block and she connected me with the Dept who handles that. 15 minutes later someone comes on and now says there's NO block. So I said then you are trying to tell me XXXX, my phone company, XXXX, and half dozen other merchants are the problem and not the card? She was obviously lying and said " yes there's no block ''. Then she said it would clear up soon. Its not blocked yet they'll have it fixed soon. That was almost two months ago and the card is only works at an ATM.
Company Response:
State: MA
Zip: 01040
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: on or about XX/XX/2021, {$280.00} was deducted from my checking account without authorization. I immediately contacted my bank at Direct Express Services with Comerica Bank where I receive my federal benefits. Since the initial contact with the provider they have not corrected this issue and refunded my funds.
Company Response:
State: NY
Zip: 10701
Submitted Via: Web
Date Sent: 2021-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I had disputed some transactions on my SSI direct deposit company, XXXX, when I ask for a refund, they say it was my fault. I live on a fixed income, and would not waste my money for un-necessary transactions ONLINE. help
Company Response:
State: KY
Zip: 427XX
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: On XX/XX/2021, I tried to get the balance of my card and I was unable to do so. I called Direct Express, and they told me there was a lock on my account. They couldn't tell me why, they said it was confidential and couldn't tell me why my account was locked. I called Social Security and they told me they sent the money to Direct Express XX/XX/2021, and I needed to talk to Direct Express. I called Direct Express who told me my account was still locked and I needed to send proof of identity- social security card and birth certificate. I called Social Security again, and they told me that they would close that old account, and renroll me, so they would suspend the Direct Express card and then send a new card by XX/XX/2021. I didn't get anything by XX/XX/XXXX, so I called Social Security again, and they said they would send a new card again on XX/XX/2021. I called Direct Express to see if the account had been suspended and a new account created, and they said no. They asked me to update all my information and I did so. On XX/XX/2021, I also faxed Direct Express the documents they requested ( the social security card and birth certificate ). On XX/XX/XXXX, I called and spoke with a XXXX from Direct Express who told me that I had got a confirmation that I was approved by Direct Express for receiving my benefits on XX/XX/2021, but I had never received anything about that confirmation. He then told me to resend all my documents since I got no confirmation and sent this XX/XX/2021. I still have not received any new cards and still have no money on the card I have now. The case number with Direct Express is XXXX. I am XXXX and there are extra hurdles and obstacles for me. My mom has had to help me with this process and it is my mom 's email as contact.
Company Response:
State: TX
Zip: 78741
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-01
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Ever since COVID-19 started, Direct Express has not provided my brother access to his monthly Social Security Checks. The card is under my name as I am his guardian.
Company Response:
State: NM
Zip: 880XX
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A