Date Received: 2021-06-07
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I receive my SSI on my direct express card and it is connected with Comerica Bank. My account has been HACKED three times and have had to get new card from direct express. And have gotten charged XXXX and XXXX for expedite shipping three times when this has happened and should not have been charged because it WAS NOT MY FAULT. I get my SSI deposited second Wednesday of every month and can not be worried every month if I can get access to money that I have worked all my life to receive. Comerica is FDIC INSURED and also need my {$1400.00} put back on another new card and they are refusing to do so. Comerica keeps telling me to call direct express and just can not get any straight answer! RIDICULOUS and I'm tired of waiting. THIS IS ON COMERICA BANK and needs to be fixed!
Company Response:
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I received a replacement card from direct express. I've had their card for several years. I tried calling to activate it since I got it ( XX/XX/2021 ) at approximately XXXX XXXX. I was put on hold for hours. In fact I stayed awake all night trying to reach them. No answer. Now I'm very ill XXXX XXXX XXXX XXXX, and I need access to my money. So at XXXX XXXX XXXX XX/XX/2021 XXXX. I called and now they just hang up on me. Repeatedly. If my health gets worse because I can't buy the food and medication that I need because they will not answer the phone to activate my card. My family will hold them accountable.
Company Response:
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I couldnt report my card stolen cause I was on hold three hours Before being disconnected. After yall disconnected with me I tried and tried to call and after Id enter the card # it said well transfer you only to get disconnected over and over. I tried to enter my SS # and got the same result. I borrowed my roommates phone to call and I finally got through to a representative to find my card had an alert and also had to call social security to validate my identity and I got no security questions but I was told I would receive a letter to be completed and returned but could not understand the representative because her accent was so thick. Help me get my money back please
Company Response:
State: KS
Zip: 67213
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: In XXXX my debit card was stolen and over XXXX $ of my money was stolen. My debit card pin number was rejected by computer XXXX of times at once but my card was never locked to keep the card theifts from using it. They also ordered something online and had it sent to their address but the bank keeps saying no sign of fraud took place. I called into to dispute the whole months transactions and they rushed through my dispute case and closed it because they said that they didn't detect fraud. Plus I tried to call and report the theifts but I couldn't get any customer service representatives to ever answer the phone.
Company Response:
State: TX
Zip: 78213
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I never opened a direct express account and am a victim of identity theft and fraud. I need to cancel the cards and retrieve any fiunding that was taken from me as it is my stimulus check.
Company Response:
State: NE
Zip: 68134
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XX/XX/2021 Sirs, I have been using Us Direct Express, underwritten by Comerica Bank, for over ten years, and now experiencing major issues with the service and support from this company. The issue I have with US Direct Express is that for the past few months, Direct express has denied me the ability to transfer funds though their website and telephone service, to any one of my current bank accounts. I have tried as least a dozen times in the past three months to transfer small amount of funds ( {$25.00}, {$50.00}. {$100.00} etc. ) without it being rejected and being credited back to my account. As a XXXX person XXXX XXXX, I am not able to leave the house, especially during Covid, and find an ATM. I cant pay my bills and expenses though Mastercard, and dont want to carry large amount of cash for security reasons, and go into my bank with large amounts of cash, and be accused of laundering money. I have spent hours on hold trying to talk to someone at Direct Express as to see if there are any hold or issues with the card, or myself, as I have been a holder of this card for almost ten years without any problem or issue. The time I did finally get through to someone, I spoke with a woman who was pleasant enough, but would not even look into my problem, but just read a how to statement on the process of transferring funds from the Direct Express Mastercard to my bank account. She refused to address my issue and the call ended. I even opened a checking account at Comeria Bank, thinking this might work as the card is issued by Comerica, but it did not go through. My creditors do not accept Mastercard as a payment for bills and expenses due. The only thing I can do, as of this date, is withdraw cash, but for security and access issues, make it near impossible to use the funds deposited on my Direct Express Mastercard. I dont know what I can do further to fix this issue, but quite frankly, the service from Direct Express has deteriorated tremendously over the past few years, and according to my research on search engines, I am not the only person who has issues with this company. I am hoping by contact the CFPB, I can fix my issue, and go back to using the Direct Express Mastercard in the manner it is advertised and described on the Comerica Direct Express, and Treasury website.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I wrote the following to the Defendant Company " Direct Express '', dba, Comerica Bank. XXXX XXXX XXXX XXXX XXXX XXXX I XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, California XXXX, United States of America Ph. XXXX ( XXXX ) XXXX Email : XXXX XXXX TO : XXXX ( XXXX ) XXXX Hardcopy to Follow Page XXXX of XXXX XX/XX/XXXX Direct Express Master Card XXXX XXXX XXXX XXXX XXXX, Texas XXXX XXXX : Dispute of Fraudulent Transactions on Account Number : XXXX XXXX XXXX XXXX Dear Madam/Sir : This is to confirm that on XX/XX/XXXX, I notified your company that I am a victim of identity theft or a victim of your companys computer accounting system being hacked, and that I requested that you remove all fraudulent charges from my account and close said account, i.e., account number : XXXX XXXX XXXX XXXX. I made this request over the telephone with XXXX, your companys representative. I subsequently made a similar demand to another employee by the name of XXXX in order to dispute fraudulent charges made against the account. In fact, one alarming charge took place on the same day as my call to your company, i.e., XX/XX/XXXX, and had not gone through as it was according to XXXX still pending. Notwithstanding the fact that I properly identified myself to XXXX, he informed me that the company had to let the fraudulent transaction go through any way! There were several other charges made that were fraudulent as well. XXXX only confirmed the ten transactions that your companys computer automated services had quoted over the telephone. He stated that he could not inform me of any previous transactions for XXXX of this year nor could he inform me of transactions for XXXX. He stated that he would be sending me a print-out of the previous transactions and that I would be receiving them within five days or so. He failed to inform me that I could have went online to review both XXXX and XXXX transactions so as to not waste valuable time. I was informed about this availability by another employee by the name of XXXX on XX/XX/XXXX. I had received the new replacement credit card the night before, on XX/XX/XXXX. The following morning after activating the new card, I called to see if someone else could help with identifying the earlier transactions so that I could start the complaint and/or dispute process as soon as possible. The Claim Number given to me for this complaint is : XXXX. Based upon information obtained from XXXX, it was determined that the fraudulent activity appear to have occurred outside California, as well as in another country. Therefore, I filed a complaint with the Federal Bureau of Investigation ( FBI ). I spoke with a professional staff person by the name of Ms. XXXX. She advised me to also file a complaint with the United States Secret Service. Thus, I subsequently spoke with a Ms. XXXX XXXX of the service. Thereafter, I filed a complaint with the Federal Trade Commission. I spoke to Ms. XXXX thereof. Thereafter, I contacted XXXX XXXX, one of the credit-report companies which is obligated to notify the other two credit-report companies, for credit alert purposes. My Reference Number is XXXX. The fraudulent transactions took place between XX/XX/XXXX and XX/XX/XXXX. I have another Master Card Account with Direct Express. On the other account, I receive a text alert immediately following any transaction regardless of how small or large the transaction may be, in order to confirm that it is me making the transaction. On the account in question, I did not receive a text or email regarding the same. Direct Express charged another {$13.00} to close the account and send me a new credit card. Fraudulent charges for XXXX of XXXX took place on the XX/XX/XXXXand XX/XX/XXXXfor {$60.00} and {$12.00}, respectively. The vendors cited were XXXX XXXX XXXX, of XXXX, XXXX, and XXXX, respectively. Fraudulent charges from a company called XXXX XXXX XXXX , XXXX., in Delaware, with a XXXX California telephone number of ( XXXX ) XXXX, which is inoperable, charged {$1.00} twelve ( 12 ) times on XX/XX/XXXX ; another charge of {$6.00} on XX/XX/XXXX ; another charge of {$1.00} five ( 5 ) times on XX/XX/XXXX ; another charge of {$6.00} four ( 4 ) times on XX/XX/XXXX ; another charges of {$1.00} eight ( 8 ) times on XX/XX/XXXX ; and yet another charge of {$6.00} three ( 3 ) times on XX/XX/XXXX. Fraudulent charges of {$180.00} were made again, by XXXX XXXX XXXX, located in XXXX XXXX, on XX/XX/XXXX. Another fraudulent charge of {$.00}, was made by XXXX on XX/XX/XXXX. XXXX XXXX, XXXX. of Delaware, made another charge of {$1.00}, eight ( 8 ) times on XX/XX/XXXX. A company listed as XXXX XXXX XXXX, of XXXX XXXX, XXXX made a charge of {$140.00}. The total amount fraudulently charged is {$500.00}. It should be obvious that I did not make any of the charges made in XXXX since I do not have a passport. Furthermore, on XX/XX/XXXX the day the last XXXX transaction was taking place, I was calling from California. With regard to the charges made to XXXX XXXX, XXXX, with a XXXX California telephone number which is not operable, it appears that this is originally a foreign corporation based in XXXX, XXXX. Its XXXX XXXX XXXX is a XXXX XXXX. The CEO is XXXX He. According to the Secretary of State for Delaware XXXX XXXX, XXXX is registered there. Likewise, Californias Secretary of State also has them registered here. However, the telephone number listed on Direct Express transaction list is incorrect or an inoperable number. Moreover, I have not used the Direct Express Credit Card during the entire month of XXXX of XXXX. Thus, none of the charges made were made by me. Thus, the charge made on XX/XX/XXXX to XXXX could not have been made by me. Likewise, if the charge of XX/XX/XXXX is false the charge made on XX/XX/XXXX to XXXX is likewise false. When looking at my pattern and practice for all of the previous months, the first vendors patronized each month are XXXX and XXXX, once in a while coupled with XXXX. After these vendors, I may shop at other locations. When looking at this month, i.e., XXXX of XXXX, I have not shopped at either XXXX or XXXX and as such have not shopped anywhere as of yet. I would appreciate Direct Express replacing the full amount on to the new card immediately. Sincerely, XXXX XXXX XXXX/brm Enclosures A : /XXXX XXXX Credit Card Dispute Claim On XX/XX/XXXX, via the telephone the defendant notified me that they were not going to refund all of the money that they had stolen out of my account. I learned that they have been responsible for approximately {$500000.00} from other customers in XXXX alone. Senator XXXX XXXX has already investigated and prepared a report on them. The new or replacement credit card/ATM account number given me is XXXX XXXX XXXX XXXX.
Company Response:
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX {$200.00} & on XXXX {$200.00} & XXXX {$200.00} were taken from my ssi direct express card at XXXX XXXX on XXXX in XXXX, ok.at atm. On XXXX {$120.00} was also taken off card at atm at XXXX XXXX XXXX. I had my card stolen out wallet in backpack with lil notebook with pin # s & passwords. I filed a police report & dispute claim & they said it was denied & won't refund my money that was stolen
Company Response:
State: OK
Zip: 73127
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I get notifications on my phone any time a withdrawal is taken from my direct express card I pay all of my bills with this card and I also shop online with this card, all of my purchases and bills are the same every month so my question is why would they allow a purchase from somewhere I never shop to go through and on top of that they let it happen not once or twice but 3 times and after the first time when I called and complained about it I never got my money back and it has happened twice since then. Today XX/XX/2021 is the first time I actually read the terms and conditions and It says that they would freeze the card if they suspect suspicious activity, well if thats true why didnt they freeze my card when they saw these purchase on my account especially when I called and complained that I didnt make this purchase the last time this happened was XX/XX/2021 about two weeks ago.
Company Response:
State: NY
Zip: 10301
Submitted Via: Web
Date Sent: 2021-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Trouble using the card
Subissue: Problem adding money
Consumer Complaint: On XX/XX/XXXX I received my social security check thru direct express and when I checked the balance its lower than I expected. I checked the transactions and found out that there is a pending transaction of XXXX that I did not recognized, I called direct express and disputed the charge and told them not to pay, they said they will cancel the card so it cant be use and replaced with a new one. I went thru my account with direct Exoress customer service and found out that a merchant had been charging my acct ever month for the part 12 months on the day that I received my check. The customer service help me file the dispute and said I will sign a form that she is going to send and mail it back within 10 days. I did not get the form on the XXXX day. Anyway I called them before that and they it was already sent and just XXXX it back once you get it which I did. I called direct express 2 days later and they said that my dispute is denied .I argued with them because it looks like that they did not do an investigation but analyze it based on their form. I research and found out about the merchant and called them, I told them that I did not authorized those charges and they said they will refund the money and the customer service was doing that while talking to me and he said that it is not going through. I said because the old card was cancelled but I have a replacement card. They can only refund on the card they took money from and asked me to call direct express to temporarily reactivate the card. I called direct express and told them that even if you denied my dispute the merchant is willing to payback but on the card that was already cancelled, direct Exoress said dont worry the refund will go to the new card just tell the merchant that it will go through. So I called the merchant and told them what direct Exoress told me. The merchant and myself tried.to call direct express but the wait time is over 30 minutes. I called direct Exoress and asked them if we can do a conference call but they said they do call merchants instead they asked me to call merchant and asked for a letter that they will refund money and fax it to direct express. He gave me a fax that is not working. I called direct express so many times and is transferred to other departments and they said they will not reactivate temporarily the old card! I called merchant too so many times and asked them to refund in the new card if send me a check but they said they can only refund in the old card. Please help me get my refund. Thanks XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A