Date Received: 2021-05-22
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I came back from vacation from my pops funeral for 2 weeks visiting my family out of town. I checked the website and it said XXXX cardholders recieved their stimulus on the XXXX th of XXXX. I came back in town looking for my card couldnt find it. Call the costumer service they said my money was received. I havent received nothing someone stole my card. On the the XXXX they put in a dispute for me bit I never heard nothing back and I keep calling getting different agents DirectExpress customer service. Requested a new card and everything.
Company Response:
State: MI
Zip: 48219
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2020 a company took money out of my bank account and this happened several times and it was companies that I never signed up with but got my account information from some credit score company and my bank XXXX XXXX would not help me get my money back and left me to try to recover my funds of {$64.00} XXXXand {$59.00} I was finally able to get XXXX XXXX to block a recurring charge but I had to change my account number and get another bank card for my account and also several times the Direct Express service did the same thing to me and I had to pay for expedited service for a new bank card for {$2400.00} several times just to be able to get access to my money and I don't think this is fair. XXXX XXXX would lock my account because of a {$1.00} charge from my account and yet let some company take {$64.00} and {$59.00} from my account without any questions and then would not help me get my money back and Direct Express service that handles Social security Administration payments never helped me get my money back from companies that I never signed up with from taking money from my account and I finally have to transfer my SSA benefits to another bank.
Company Response:
State: AL
Zip: 36301
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
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/2021 there were purchase made with my card that i didn't authorize. XXXX ( {$180.00} ) XXXX ( {$200.00} ) XXXX ( {$140.00} ) XXXX ( {$110.00} ) XXXX ( {$57.00} ) When i seen these purchases i immediately cancelled my card to get a new one. And called Direct Express to inform them of what happened. They told me the purchases was pending so i had to call back within 3days. Waited 3 days call back to file my complaint so they can start investigation.
Company Response:
State: WI
Zip: 53223
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
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 went online to use my cash app account, and the amount I originally requested was declined by my bank. So I logged on to the direct express website to see what was going on with my account. I saw an ATM transaction in the amount of {$800.00}. I did not do nor approve this to be done. I checked my purse to see if my card was there, and it was, so I was concerned with how this ATM withdrawal was made. I called Direct Express after transferring a lesser amount to my cash app. ( The only way to have access to my funds as I would have to cancel my card and wait for a new one in the mail ) Upon calling Direct Express, they require you to enter your PIN number into their system, to gain access to your account. My regular pin number did not work. I then had to enter my social security number into their system, to change my PIN number, to gain access to my account. It is then I realize my information must have been stolen and used to change my account information and the ATM withdrawal, as I have been home and not gone out the day the withdrawal occurred. I changed my PIN, and regained access to my account, and went through the prompts to file a claim with Direct Express. They transferred me to a third party company, that stated they needed to verify my identity over the phone in order for me to dispute the {$800.00} ATM withdrawal, and get my money back. I received the verification code of XXXX. Which I'm still unsure of the point of all that process. They tried to charge me for a service I stated I did not need nor want. I asked them how or why it would be required for me to sign up for a service to continue filing a claim with direct express. The person explained that I wasn't required to sign up for anything, that the services provided were just an option if we wanted to take advantage of the opportunity or something to that nature. At this time I had transferred another {$10.00} to my cash app card, just in case it would be needed to complete the verification steps. I was disconnected from the phone call, and I had to call Direct Express back to restart the process of filing a claim. This is now about XXXX XXXX. the next day. XX/XX/XXXX I finally got a hold of someone at Direct Express and opened up service request number XXXX. I was told I would be getting some forms in the mail, which I did, and to return them by XX/XX/2021. I then had faxed over to them on XX/XX/2021 and on XX/XX/2021. I have confirmations for. I had to fax my information to them as The Originals I sent in the mail were returned undeliverable to me by the post office. On XX/XX/XXXX I received an email from the fraud services department, fraud investigations team. It had no cover page or information on it, other than what looks like a screenshot of their internal system. Stating my claim has been closed, due to conflicting information. I then tried to respond to that email, and find out what is going on with my claim. I faxed my reply, along with additional documentation of the sequence of events described above, to Direct Express on XX/XX/XXXX. On me XX/XX/XXXX I finally got ahold of someone from Direct Express. They advised me that in order for my claim to be appealed, ( I stated I haven't even been notified in writing of the decision ) I would have to obtain copies of screenshots of the ATM footage. Showing if someone other than myself using the ATM for the contested withdrawal amount {$800.00}. I have tried multiple times and had no luck getting ahold of someone from XXXX XXXX XXXX to obtain the information requested from Direct Express. I am having trouble reaching anyone in the fraud department as I don't currently hold an account with XXXX XXXX XXXX. I feel this claim has been mismanaged and unlawfully closed by Direct Express. As the mailing address for the claims department is undeliverable, I find it hard to hold faith in my claim being resolved acceptably. Especially with so much unprofessional behavior, which has been documented above. I have since notified and filed an FTC report, as well as the original XXXX police report, and notified the three credit bureaus. I have used the sample letters in my request to XXXX XXXX XXXX, but they would not be taken to the correct department, as I don't have an account with them. I am at a loss as to what to do now to get my claim resolved or even how to obtain the required information I feel direct express is unfairly asking of me.
Company Response:
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: they have had it listed as a charge off for over 4 years per Texas state law it should be removed they are not doing so
Company Response:
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: from (? ) 2019 ( possibly earlier? ) through XXXX there have been several unauthorized transactions on my direct express card. somehow the money was taken through local atm withdrawls that i have never been to and have never gone to. all of the money was stolen from the same few atm 's. this card is how i receive my XXXX payments for ssi, and the money is from the social security administration and the u.s. dept. of the treasury. i can not get my account history from direct express or comerica bank, but i estimate the damages to be at least {$5000.00}. i am unable to dispute or investigate this matter since comerica bank and direct express will not allow me to access the account history and wont stop giving me a runaround. there is no way to speak to a live person on the phone, the automated system is designed to silence and ignore you. any attempt i have made for a resolution has gone absolutely nowhere. i want answers, i want it investigated, i want my stolen money to be reimbursed, and i want direct express and comerica bank to be held accountable for mishandling both my money and the crimes that have been commited against myself, the federal government, and u.s. taxpayers!
Company Response:
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/2020, an unauthorized, fraudulent check for {$1900.00} was deposited into my Comerica checking account, by another person without my knowledge or consent in violation of California Penal Code Section 476a, and 18 USC 1344. I filed Police Report # XXXX, with the XXXX Police Department in XXXX XXXX, CA, and provided evidence of fraud being used by the other person, I also reported it to Comerica within a timely manner as soon I noticed my account being negative. The Comerica Representative investigating my claim of Fraud has improperly determined that I am liable to pay the bank back for the other person committing fraud without my consent, knowledge or authorization. That decision was made in violation of the EFTA, 15 USC 1693g, and other consumer Federal Fraud protection statutes and regulations. I asked a Comerica Representative what fraud protections do they offer and was told they will investigate. I was not provided any explanation of the investigation nor any instructions on how to dispute the liability of another person 's fraud. Now Comerica has reported to Chexsystems and debt collection I owe the bank {$1300.00} but the other person accessed my username and password for investment purposes. As a person who makes stock investments, it is common for online investors to provide username and password info to investment institutions and personnel. I have provided that info to other institutions for investment purposes and they didn't deposit a fraudulent check, but one person did without my authorization, so I should not be liable for criminal act of another person.
Company Response:
State: CA
Zip: 92307
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I refused an offer for overdraft protection From Comerica Bank. I am getting continuous overdraft fees athat i can not afford to be taken away from me, lest i be out on the street because i can not pay my XXXX rent.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello, I utilize Direct Express, which is part of Comerica, for my direct deposit from my pension from the United States armed forces. I lost my card last XXXX and I attempted to reach out to this institution via telephone. I did not have my card number and the automated system does not recognize anything but numbers so I could not get to live person for help. I live in a XXXX home so my social worker attempted with phone calls and letters and there have been no response. I have over {$18000.00} in this account and I can't get my money to pay my bills. I am XXXX as well and can't use any of this money to pay for my funeral. We reached out to the Federal reserve and they instructed us to make a complaint with you folks as you the supervisory oversight of this entity.
Company Response:
State: MA
Zip: 01040
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XX/XX/2021 going to store, checked balance : {$1.00} remaining. Down from {$120.00} 2 days before. Checked transactions online. " XXXX '' for {$60.00}, plus another $ XXXX {$40.00} in " unsettled transactions, international transactions, '' and other, small fees. Direct Express rep stated " fraud is obvious. '' Closed account, ordered new card. Called SSA to receive paper check as of XX/XX/2021. Confirmed change two, consecutive days. Direct Express agent have lots of information, then said a " fraud package would be mailed out. '' Even if I don't fill out paperwork in package, rep assured me " case would be investigated still. '' Package received today ( XX/XX/XXXX, mailed XX/XX/XXXX ). The Problem : I CAN'T GET ANYONE TO ANSWER PHONE!!! The other portion of fraudulent charges, " not settled, '' are due to be investigated. Since card is cancelled, and Direct Express is stating ( at phone XXXX ) the new card was mailed on XX/XX/XXXX, need to access my records in the Fraud Department. XXXX hangs up as soon as I input my number. Can't get through to Direct Express. I figure the company is in trouble and things are going badly. Customers have to suffer the losses, and zero-oversight save for XXXX XXXX THREE, YEARS AGO! Something is very off here. What little communication Direct Express offered has dwindled to nothing. My stolen funds are likely a sure loss now ; I might get lucky and have {$60.00} refunded, but not expecting much from this, government-subsidized entity. It's as if SAA recipients, with limited everything, are being thrown under the bus -- and nobody cares. Please help -- please.
Company Response:
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A