Date Received: 2021-05-06
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XXXX. XXXX, 2021, I received a check from XXXX XXXX 's service center in the amount of {$100.00} as refund. Their check no. XXXX was written on Comerica Bank. I took the check to the Comerica Bank branch located at XXXX XXXX XXXX XXXX, XXXX, MI XXXX on XX/XX/2021 to cash it. I was asked if I had an account with their bank ; I said " no. '' I was told I would be charged a {$10.00} fee. I was told I could take it to my financial institution for cashing and I replied, " How do you know I have one? '' I was told all banks require this fee, even if the check is written on the institution presented the check for cashing. I asked do I receive a receipt for the fee paid? The teller said no. I agreed to pay the fee and received {$99.00} and asked for a business card. The card received had the following information : XXXX XXXX, Asst. Banking Center Manager, XXXX. How is it possibly legal and acceptable for this practice to occur?
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Money was removed from my direct express social security card.my XXXX removed XX/XX/XXXX, the deposit arrived XX/XX/XXXX. The total amount removed from my account {$970.00} during the fourth quarter XXXX. I FOUND THE TOTAL STOLEN ONCE INVESTIGATING THE XXXX INCIDENT. For 90 days I requested help. Instead I was stalled, ignored, misdirected, hung up on. No provisional credit was issued. XXXX touted the cards safety. All lies.Certifued letters, faxes, e mails, have all gone unanswered.Direct Express or Comerica claim they can't help.Apparently thousands of others are having the same problem. DIRECT EXPRESS AND COMERICA ARE AGENTS OF THE TREASURY. Ithink they may be directly involved in the fraud.Simply don, t want to refund the losses. I WANT MY {$970.00} RETURNED.They have complete substantiation. PLEASE inform the FBI.and provide visibility.
Company Response:
State: NJ
Zip: 08759
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX XXXX my direct Express card was hacked by someone posing as an XXXX employee to help with my account. It was done through my phone. As soon as I realized what had happened I called Direct Express to file a fraud complaint. and cancel my card. I was told I could not file a complaint until the charges actually cleared. I called the following day to start my complaint. They said they would send me paperwork and it needed to be returned by XX/XX/21 to get provisional credit. I never got their paperwork until the XXXX so i overnighted everything to them. I got a letter dated XX/XX/21 stating my claim was denied. I have called several times to request supporting documents on how they concluded their investigation. They simply emailed me back all of the documents I originally sent to them.. One woman yelled at me and hung up. I asked about Resolution E protection and they said it didn't apply to them. I called Comerica bank and they said they only supplied the plastic to Direct Express. I have had my SS on Direct Express because I thought it was safe. I have called several times and been put on hold and eventually disconnected. I have cancelled all cards, accounts, etc. I am having my SS sent to my checking account going forward because I am afraid Direct Express will let this happen again. I spoke to XXXX at your company and he was the first person to treat me kindly since this started. I am having trouble attaching documents.I have several but am unable to figure out how to attach them.
Company Response:
State: NY
Zip: 13045
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2021, I logged into my direct express account to see that several 6 unauthorized transactions were made totaling XXXX dollars from Supplemental Social Security benefits for my minor. Direct Express took an hour and a half to get in touch where I was not given any guidance on how to resolve this issue and when I could expect any help in getting my money back. These are federal funds issued to those in need. It is absolutely ridiculous that phishing scams are allowed to happen with cards issued by the government.
Company Response:
State: TX
Zip: 75241
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have the Direct Express card thru SSA and have learned that their dispute resolution investigation means the merchant will always win and even if you get any resolution, the permanent decision in your favor can still be debited at any time after case closed. The don't even list what they're debit for or warn you..us low income XXXX individuals are at their mercy We can't add funds or keep more than {$2000.00} on this card, pending doesn't mean " hold '' on a debit card so hotel reservations or gas stations lock up urn $ $ for up to 90 days now!!! They get their money instantly XXXX but any return takes 7-10 days with receipt. or online purchase made after ID theft ( homeless and W/o shelter..it 's a b**** to try and carry everything on ur back, especially when ur XXXX and victim of authority that entrap you and partner with rules they make up as they go along depending on how you look that day and don't even care about identification or reporting ID misusage by people you think are ur friends No protection, worse for protected person, easier for abuse of anything and anyone w/o shelters that say their full but COVID gives them an excuse. Then no $ $ and no phone or Internet sometimes plus nowhere to charge on. Library is closed and no transportation. Finding a place to XXXX without buying something is impossible. Waiting on deposits at hotels has been a problem lately because by the time they're refunded someone has caused damage and being like this gives them an easy target and they can't remember, think you can't or don't know how to dispute it. Kinda like guilty before innocent, poor will always be there and if you try to be proactive, they will find something wrong to stop you from telling on them, the merchant. Found out a merchant can overdraft ur account ( mine is - {$190.00} ) do they get charged for that cause I can't even OD {$10.00} like they advertise I had to dispute the ATM fees once ( first one isn't really free - ever ) and no way I mail or afford to fax dispute forms. They say they never ask for your PIN or personal info but try calling the toll free # to verify. Also they ask you questions after like dates and amounts when they should have it right in front of them. Lost your card and recording says " we are experiencing a high volume of calls, please call back at a better time '. Is there ever? I don't have good enough credit to open a local checking account ..any suggestions?
Company Response:
State: WA
Zip: 98270
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I ordered items from XXXX on XX/XX/XXXX XXXX {$120.00}. I have a Direct Express text alert setup on my phone. The charges on XX/XX/XXXX kept popping up individually for things I ordered on that day. Then today XX/XX/XXXX another {$120.00} was charged to my card XXXX same thing ) I have been double charged. Also I have unauthorized charges from XXXX totaling up to {$39.00}. I was only refunded {$19.00}.
Company Response:
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I had a checkings account with Comerica bank which I opened due to a promotional coupon. I tried several times to use online transfers but I didn't receive the original account number even after opening it online. I got a debit card but couldn't activate it. Due to so many issues, I requested to have the account closed. The account stayed opened and incurred in a fee for not having a direct deposit set up anymore. Most banks even offer a waived fee for such issue for the first occurance. The original fee was lower than the {$69.00} requested. But instead they send the fee to collections agency, XXXX XXXX XXXX XXXX and are damaging my credit.
Company Response:
State: MI
Zip: 48125
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2020 criminals XXXX and XXXX XXXXXX/XX/XXXXme andXX/XX/XXXX me and stole my car, computer, phone, wallet and etc. etc. The following day the two criminals went to a XXXX store with my wallet and used my us direct express card and withdrew the last {$240.00} out of my account. Police don't care to go arrest the criminals. I wrote a dispute to us direct express card services and they refuse to give me back my money. I want my {$240.00} plus {$.00} atm fees credit back to my account ending in XXXX.
Company Response:
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: Direct Express is asking to identified my self for the last 24 month and until now still waiting for their approval state and federal document are not good enough to process and issued a new card neither to provide information on the account activity
Company Response:
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I received a direct express card without my knowing my social security check was suppose to be deposited into my account but was deposited on to a direct express card which was sent out to the wrong address so I never knew a direct express card existed until XX/XX/XXXX when my payment was supposed to be in my communications XXXX XXXX XXXX savings account and it wasnt there so I called Social Security and they informed me that my payment had been put on a direct express card and they advised me to call direct express find out why I never received a card and request a card expedited mail so that I can get my money off the card I contacted direct express and direct express informed me that the card had been issued and use that morning XX/XX/XXXX card ending in XXXX but the first card sent to this address ended in XXXXso I informed direct express that I had never received a card I knew nothing of a card and the card had been stolen in the process I found out the card had been sent to an address which is XXXX XXXX XXXX XXXX XXXX my address is XXXX XXXX XXXXXXXX XXXX XXXX so at this point direct express said that the card had completely been used so at this point it was a fraud so they informed me that it was a a second card expedited to this same address on XXXX. So someone received the card before the XXXX when money was put on the card on XX/XX/XXXX. At XXXX am all money had been spent except for XXXX dollars and the would transfer to a new card and expedited to me but by the card got to me it was negative amount on it and then I was informed by direct express that that the XXXX was money that was pending so they went through.I submitted a dispute and it was rejected and the ticket was closed I have reached out to direct express on why it was rejected and I have been informed that there is no way to contact the despute department and I filled a police report and the XXXX police department have reached out to Direct express about getting the full card number and Direct express will not provide XXXX Police Department with the information that they need to proceed with prosecution because they have leads on this fraud investigation. So Direct express will not refund me my XXXX.which was clearly a mistake on there behalf by sending a card to a wrong address.
Company Response:
State: OK
Zip: 74112
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A