Date Received: 2021-03-05
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I called the social security administration on XX/XX/XXXX, to order a Direct express card because I moved from XXXX and arrived in XXXX on XXXX XXXX, ,reported my change of address to XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX washington XXXX ,But when i called Direct express at the XXXX They were refusing to cancel Direct express card that was sent out to XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ,it had XXXX dollars on the card and it had been stolen..i tried explaining to them but they kept refusing to listen after stealing XXXX from the card then they started to listen so they sent me a new card to my new address in XXXX XXXX with XXXX dollars on it , ,all of my money was gone except that then what they did was hid the previous transaction from the stolen card so i couldn't retrieve them.. But The social security administration allows you to put a trace on all the money they send you so you can report to the police when people steal and scam you out of your ssi benefits or covid 19 benefits.. And they also send you a statement..direct express card services stole XXXX off my card wouldn't let me retrieve or know where the money went or transactions only sent me XXXX dollars of my money on my card, ,I need the XXXX that was stolen from me, ,from the card that they sent to the wrong address at XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX is not my address i live in the state of XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX.. XXXXXXXX XXXX XXXXXXXX..So Direct express shouldn't have sent nothing to XXXX.I want my XXXX back that was stolen..they have the information..they wouldn't let me see it but the social security administration told me ..I need my covid relief money back that was stolen from me
Company Response:
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My card where my social security benefits go onto had expired. I charged XXXX cents at the atm to find that out. Then I called to find out where my new card was and was hold over 45 min. The guy said he didn't know what happened and they could expedite a card out in 2 days and charge me {$13.00}. I said I should not have to pay for a updated unexpired card to be shipped. Then I said I want it to be waived and he said he would transfer me. Then he just put me back in the line and I waited another 45 min to have a girl say they cant waive the fee. So she canceled the card then re issued it and I got a additional {$13.00} fee and a {$4.00} fee and {$1.00} fee. Why I have no idea. Then I called the next day on hold for a hour then the lady said she would have to put a request for the funds to be returned and nothing came of it. Then I said I was suppose to get a tracking number to see where my new card was. I never got one. So again I waited on hold for a hour only to have someone answer then drop the call. Called back again again waited 45 min got a girl on the phone said she would have to transfer me back on hold as we speak its been 35 mins. I got the number to file a complaint said they would escalate it and I would get a call back in 24 hours no call. called the complaint number again and this time told me 3 - 5 business days to get a call back no one ever called. Well I finally got the card and now I had automatic fees hit my bank account and late fees. Went to activate the card and had to wait on hold over a hour just to tell me I would have to put the numbers in instead of my ssn no where anywhere on the card paperwork did it even say that. I'm on hold currently trying to talk to someone about the fees on my card
Company Response:
State: PA
Zip: 16101
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
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 at XXXX : XXXX XXXX I withdrew XXXX from an atm machine in the local XXXX that my bank app told me would not charge me any fees. Was on the phone at the time when I seen the door with my money in it close and a message came on the screen to contact my banking institution. I called right away and was sent forms to fill out. I completed the forms and gave a copy of the receipt as well. I was told yesterday over the phone that my claim was denied. All transactions are logged so they did not do a proper investigation in my mind simply because if they did they would see the actual transaction as well as my funds still in the machine. I am a XXXX veteran and this nonsense has caused me to suffer greatly and I will always fight for what is right in this world and not stand for any wrongdoings, no matter how insignificant they may seem to these banking institutions.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am XXXX and had {$840.00} of SSI Income stolen from my account XXXX 2021. I contacted Direct Express within hours of the fraud transactions to file a claim and freeze the account. They informed me that I could freeze the account but not file the fraud claim until the following morning as their policy did not permit stopping a pending transaction. Not until XXXX XXXX XXXX XXXX was I able to even get through to their phone service after 15 hours of attempting and being hung up on, to file the claim. It was over 100 calls and hang ups on both my wife and I before I was able to successfully file the fraud claim. I was told it would take up to XX/XX/2021 to receive the paperwork to properly file the claim, and I was expect to have it to them by fax or physical mail only on XX/XX/2021 or my claim would be denied. I asked what I could do other than that as I knew with current slow down of the USPS, getting that back by mail would be impossible by the cut off date. They assured me that I could just fax over a detailed written statement of the fraud charges and fax it over. I did so the first time on XX/XX/2021 5 times but received a different error code each attempt prompting it failed to send. I called again on XX/XX/XXXX and was given a second fax number to use but assured again that the one I had previously been provided did work and was the correct number. XX/XX/XXXX I made 5 attempts on the first number provided, all given error codes and not sending ; then was able to get the fax to send with the second number provided. XX/XX/2021 I called to confirm they received the written statement, to which I was told it would take 48 hrs for them to receive and process the fax and to follow up then. I was also instructed to still fax over the paper work they had mailed to me ; that I still had yet to receive. XX/XX/2021 I followed up and they had still not received the fax as the number I had been given that worked was a separate department so to try again with the number that didn't work ; reassuring me that it should but if not they could still get the fax from the other department. XX/XX/2021 I received the paperwork and provided with it the police report I filed for the fraud, and the extensive list of transactions, dates, merchants, and amounts. I sent the fax out, attempting twice with the number that didn't work and once with the separate department number they said I could still use if the first didn't work again. XX/XX/2021 I followed up again, and they still had yet to receive the fax, instructing me to call back on the 16th as the upcoming holiday would delay fax processing. I asked if I should send the paperwork by mail at that point and they assured me it was unnecessary and likely wouldn't arrive before the cut off date anyway. XXXX XXXX I followed up again and was told they had yet to process it but at that time they had yet to get the faxes from the other department and assured it would be processed that day and to call back in 48hrs. XX/XX/2021 I followed up again only to learn they still hadn't received the fax and that it was past the cut off so my claim would likely be rejected. They told me to mail the paperwork with the proof of fax and they would make note for the XXXX of my attempts made prior to cut off date. They informed me it would take at least 2 days from the day they got it to process and to follow up at that time. XX/XX/2021 I was finally able to send out the paperwork by mail, and was only delayed in sending due to my wife being in the hospital unexpectedly. Overnight shipping was not available at the post offices where I live, so I was able to send the paper work through priority 2 day shipping with tracking and a return receipt. XX/XX/2021 the tracking confirmed delivery. XX/XX/2021, today I called again to follow up. After 2 hours on hold I was told that it was late and that the investigator in charge of my case would likely deny it since I took so long. I explained all of my efforts including the proof provided to them physically of these efforts and was told " It doesn't matter, and we don't control this I'm just looking at whats on the account. '' I asked to speak to the investigator and was denied, then I asked to speak to the head of the fraud department so I could get to the reason for their fax option not working. I was told they would then transfer me only to be promptly hung up on by the representative. I'm now currently waiting again to get through to their service as this is my only income and am physically incapable of working due to a XXXX XXXX XXXX XXXX. They offer no online ways to file fraud claims, a fax number that is permanently turned off, and an automated phone service that provides no service so that no claims can be processed while holding blame on the consumer. I have never had a bank take a month to even start reviewing a fraud claim to consider even providing a provisional credit back to the consumer.
Company Response:
State: AZ
Zip: 86409
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I moved from XXXX to XXXX in XXXX. I had to apply for a new card because I didn't trust some ppl in XXXX. After receiving my card in XXXX a family member in XXXX got access to my account and withdrew money. I applied for another card and have received it. My problem is I'm in a XXXX home and need my account and routing number. I have called direct express and they told me to call social security because I get ssi. Social security told me to call direct express to get it because they cant give it to me direct express has to. I called direct express back still nothing. IRS told me they need it in order to put my stimulus on it. Please help me. I really dont know what to do now. This has happened most recently XX/XX/2021 XXXX
Company Response:
State: OH
Zip: 45385
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On my bank account I have {$940.00} from a resource that I absolutely know nothing about sir-mam ; why
Company Response:
State: IL
Zip: 60624
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: XXXX 2020. {$9.00} XX/XX/2020 {$9.00} XX/XX/2020 {$15.00} XX/XX/2020 {$24.00} XX/XX/2020 {$23.00} XX/XX/2020 {$23.00} XX/XX/2020 {$34.00} I called often to find out status at one point was told it was on a desk. No investigation assigned. It has been 80 days and today they denied it. Supervisor did not answer so I could find out why.
Company Response:
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I submitted a complaint about money being randomly being debited from my account to the office of the comptroller of currency and received a letter date XXXX that it was turned over to you for assistance. To date I have not heard anything from your agency. Since then, today XXXX I was notified that my account was debited for XXXX and I have left the house nor have I made any online charges. This is the third unauthorized debit from my account. The letter from Direct Express is attached as well as one from office of the comptroller of currency
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My monthly DIRECT EXPRESS DEPOSITS WAS Hacked in XXXX. I filed complaint with DIRECT EXPRESS. WAS ISSUED New Card, but No Refund. I understand they suppose to give a PROVISIONAL CREDIT while investigating, but NOTHING. Over {$1200.00} was Hacked from my Direct Express. Please get my Money Back soon.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Direct express will not send me my replacement card my first card expired I have made several phone calls to their office Social Security administration has repeatedly informed them of my new mailing address they still have not sent me my card I am hung up on frequently when I call the office I have been told by their workers that my address was not changed but it has been three or four times by Social Security because they did not send me my card I was evicted. My daughter and I are in a homeless shelter. They will still not send me my card.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A