Date Received: 2021-01-12
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I have had an Direct Express Card for a very long time. And ; recently, I had put in for a new Card. Its been well over 3 weeks now. And ; I have still not gotten it. My Mom ; and I both ; have been trying to call to get this issue cleared up. But ; when can not get ahold of a live person to talk to involving this issue!!. I am on XXXX, my brother had to my rent this month, I havent been able to buy groceries, or anything for that matter. I dont know, what I would of done without the help and the love of my family. But ; its not their situation. And ; I want my new card!?. I dont know what is going on with these people. But ; I after I get my new card. Im, not going to be using them!?. No more!!. But, I need to get my new card with my money!!. Ive, even texted the President of the Company!?. Left my e-mail address and everything!!. No reply!?. Just ; got online with these people again, and, yes, they can help me, For ; a fee, that is!?!. Now, how do these people, want me to pay them a fee, when they have my card and my money. And ; they arent going to get another dime from me!!. Ive called the U.S. Postal Service ; as well. Just ; keep getting recordings of ; Sorry ; due to the Co/Vid ; we are having lack of staff. And ; then it hangs up on you!!. Something ; is terribly wrong, And ; theyre are So many other People ; talking about this Business!!. And ; how they are having trouble ; as well. Thank you for your time. Please ; let me know what 2 do next?!!. Thank you!!.
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: In XXXX I disputed $ XXXX in a stolen debt card - it took days to finally get in touch to report the missing money for they kept hanging up on me- about 10days after finally reaching someone and filing the dispute I was credited the XXXX well I thought all was good but the way I felt they treated me I switched my ssi deposit to XXXX -- well last week my stimilus check for XXXX $ was sent to direct express- well they garnished XXXX XXXX of the XXXX -- after finally getting in touch with them again - being hung up on several times first - they said after investigating my dispute they overturned the decision and took the XXXX out of my stimilus- I contacted comerica bank and explained to them what direct express did there reply was they DIDNT investigate after all- I contacted the store atm owner to see if they were contacted for investigating the stolen card use and they said no- direct express owes me XXXX $ - the president of comerica bank and all other creditors said for no reason will the second stimilus be garnished for any reason- but direct express not only took XXXX $ of my ungarnishable XXXX stimilus check they did not reach out at all to investigate my stolen card transactions- I need my money- my name is XXXX XXXX
Company Response:
State: TX
Zip: 77590
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Fraudulent charges appeared on my direct Express card on XX/XX/2021. The next day I discovered the charges and tried to report them as fraudulent. I was told my only recourse was to wait for the charges to clear and then dispute them ... 7 to 10 days later. I called another option in the automated system for stolen card and reported the fraudulent charges. One charge was immediately removed, but I was told the other charges, for approximately 42 times more money, would have to be disputed after they cleared because they were only a service card, not a bank card company. Yet the one charge was removed and they canceled the card because it was compromised. Now I can't even access the system until the new card arrives and I activate it ... another delay of indeterminate length.
Company Response:
State: FL
Zip: 33991
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: They wouldn't give me my money back after I submitted a dispute an claim
Company Response:
State: VA
Zip: 23224
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: My complaint is against " U.S.DIRECT EXPRESS ''. I had " I.D . THEFT '' on XX/XX/XXXX. I checked my " U.S. DIRECT DEBIT CARD '' balance on XX/XX/XXXX, and discovered a discrepancy of an amount I didn't recognize. I immediately contacted " U.S. DIRECT EXPRESS " CUSTOMER SERVICE '', to submit a dispute. They put a " STOP '' on the DEBIT CARD I'd been using, and then issued a NEW DEBIT CARD. I proceeded to ask where this unknown charge came from, and was told a particular company, and was given the phone number associated with them. I called the number myself, so I could confront them, but it was to no avail. After dialing the number I was given by " U.S. DIRECT CUSTOMER SERVICE '', it became obvious that it was some sort of 'TELEMARKETING FIRM '', and first thing I heard was the typical " THIS CALL MAY BE RECORDED FOR QUALITY ASSURANCE ''. So the " U.S.DIRECT EXPRESS '' dispute department mails you a " DISPUTE FORM '', and you are expected to return it within 10 days. They then review your dispute, and claim to make a decision within 45 days. By the time I received the dispute papers in the mail, a few days had already passed within that 10 day period, so it would be impossible to get it back to them within 10 days, without paying for OVERNIGHT delivery. I was unwilling to do that. I proceeded to send the dispute form and waited. The 45 day waiting period turned into almost 60. I contacted " U.S.DIRECT EXPRESS '' " CUSTOMER SERVICE '' to inquire about the dispute decision, and was told that because the dispute form was not returned within the 10 day period, that it was still ongoing, and no decision had been made as yet. In addition, I had previously had " I.D.THEFT '' in XX/XX/XXXX. At that time, my entire " SSI '' benefit amount had been depleted. I went through the same process, filed a dispute, no decision was made, and their office was at fault for the " I.D . THEFT ''. I've reported " U.S.DIRECT EXPRESS '' to the "XX/XX/XXXX. '' about both incidents, and they were very familiar with this company, and stated that " U.S. DIRECT EXPRESS '' was at the very bottom of their list for " REPUTABLE '' companies, and they had received thousands of complaints about them. They suggested that I contact you, because they felt you would be able to help more then they could. I also spoke to a lawyer about the XXXX incident. She was quite familiar with " U.S. DIRECT EXPRESS '' as well. Her colleagues filled in her in on a few cases involving this company. She stated that " U.S.DIRECT EXPRESS '', never answers a lawyers call, so she proceeded to write and send them a letter on my behalf. UNFORTUNATELY, she submitted the letter with incorrect dates of the " I.D.THEFT '', so it was completely ignored. I informed her of this discrepancy, and she re-sent the letter with the correct dates. Neither one of us ever heard anything back from them.
Company Response:
State: WA
Zip: 98115
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: On XX/XX/XXXX I was to receive {$790.00} ( retirement ) and on XX/XX/XXXX {$770.00} SSI. Once my SSI was deducted I received {$23.00} as my monthly SSI/XXXX payment. This left me awaiting my retirement money which I am told is on a different debit card with a different card number. I have tried and tried to call DirectExpress and resolve this issue and I get nowhere. They say they need to transfer me to someone else and every time it only gives me the original menu for the wrong people. I have been able to find out that the retirement card starts with XXXX and ends with XXXX. Also I have an account number XXXX and possible tracking number of XXXX. I have this info but I can't even get to talk to someone to use it.. I have tried for nearly a week.. It's possible it got sent to an old address.. I called there and they don't have it or it may have been sent back. BUT again, I can't talk to someone to do a search or tell me something tangible. I really hope your agency can help me.. My rent is over due and I'm looking at being homeless which scares me.. Thank you!!
Company Response:
State: WA
Zip: 98367
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This is a complaint against Comerica Bank. The bank rep named XXXX XXXX sent me a letter s that she will be closing my account on XX/XX/2020, due to no reason. Upon numerous requests to explain her reason for closing my account, she did not disclose why she is closing my account. Instead, she was laughing and giggling, she said I am just doing this based on one of the Managers instruction. She would not give me further details. Thus I am unaware of this sudden closure. Comerica bank has horrible reviews on XXXX, etc and XXXX XXXX XXXX. Although, Comerica did not share any reason for this account closure, they kept on charging me numerous bank fees which should not be charged to the type of account I had. Employees of Comerica also shared their concerns about poor Management and customers not been helped, and Management overloading work, etc. The teller gave me the District managers phone number to call and discuss this. However, I was unsuccessful in reaching him.
Company Response:
State: CA
Zip: 95133
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I logged on to the its get my payment website and it is showing a bank account number which is not mine. We scheduled your payment to be deposited on XX/XX/2021 to the bank account below. Bank Account XXXX : XXXX If you don't see your payment credited to your account, check with your bank to verify they received it. We will mail you a letter with additional information on this payment. My bank account number ends in XXXX. I have called Direct Express about this at XXXX XXXX and customer service said there are no pending deposits nor and pending transactions for my bank account for a stimulus check. I am worried that someone may have opened another bank account in my name and had my stimulus payment sent there. There is no way to speak with the its on the phone nor do they have an email to contact them to discuss this issue, and Direct Express has no record of any payments send to them, yet the its states they deposited my payment to my bank yesterday.
Company Response:
State: WA
Zip: 98466
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: We have over 90 unauthorized chargers on our USDirect Express Social Security debit card statement for a total amount of what appears to be {$730.00} dollars with 59 chargers in XXXX over a 9 day period & 37 chargers in XXXX over 2 days. All of the chargers were made to 9 XXXX accounts. USDirect Express Operator we spoke to says they can not issue any credit for these chargers. Direct Express says that we would have to get XXXX to reverse these chargers. We did fill an unauthorized charge claim with XXXX on there web site, but it was denied. & we have not been able to speak with a live person At this point we are filing a police report to send a copy to US Direct Express to see if this will help keep our claim open. When you have the opportunity to look at the chargers on the Direct Express statement the first thing you will notice is the pattern of dates, times & sites that were chartered. Please let us know what else we can do to recover this money. This is a bad situation for my family as we or on a fixed income but is also for other people. After an internet search trying to find information on the XXXX suites that had ran unauthorized chargers on our card it appears that many people are having the same issue with chargers & XXXX and getting their money back. .
Company Response:
State: LA
Zip: 70810
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Direct Express denied my fraud claim even though I had local sheriff 's department case number and gave them the name of who did the fraud.. crimes against the elderly and our veterans needs to stop
Company Response:
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A