Date Received: 2020-12-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Atm withdrawal of XXXXdollars on XXXX XXXX,2020 .XXXX XXXX california.never replace.XXXX XXXX2020.direct express debit card.master card.stolen my social security money.XXXX and XXXX XXXX dollars.from me XXXXchange phone message.can not use pin number.this wrong.
Company Response:
State: CA
Zip: 90012
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: XX/XX/2020 To Whom It May Concern : My name is XXXX XXXX and I am the Social Security payee representative for my mother XXXX XXXX. After contacting Social Security that the XX/XX/2020 payment of {$750.00} was sent to my Direct Express card. I contacted both 1-800 customer service numbers for your company. I tried for two days to get a live person. I waited for hours only to be told that the account was suspended due to possible fraud or suspicious activity and that I would need to email my ID, and SS card to XXXX. The customer service agent seemed hurried and did not give me a chance to tell her that I lost my wallet with all my identification in it. I wanted to make sure that the documents I do have will suffice as evidence. I even attempted to create an online account but an error message keeps coming up stating, information you entered is incorrect. Making this such an inconvenience. Unfortunately, due to the Coronavirus COVID19 pandemic and having to keep my mother in a safe environment, I have had to relocate to different dwellings. Because of this delay in releasing my mothers funds we are now facing late fees for the rent, not being able to pay my mothers co-pay for her medication, and not being able to buy food or clothing. I am submitting documents from my Case Worker, for verification Mr. XXXX, Social Security Administration XXXX XXXX XXXX XXXX, LA XXXX ( XXXX ) XXXX ext XXXX and further documentation that I previously had obtained a Social Security card, but due to the pandemic am unable to obtain another one in person. The same for getting another ID/Drivers License, most offices are closed and employees are working remotely from home. Therefore, its limited in regards to time. This situation is of utmost URGENCY. I am respectfully requesting that you not only accept the documents I have attached, but please expedite this request so that we can take care of my mother. If I can be of further assistance, please do not hesitate to contact me at XXXX or ( XXXX ) XXXX or ( XXXX ) XXXX. Thank you, XXXX XXXX for XXXX XXXX Attachments AFTER BEING ON HOLD FOR DAYS AND HOURS ON IN, DIRECT EXPRESS HAS NOTB
Company Response:
State: LA
Zip: 70461
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2020. I used the automated phone number Direct Express and ordered one new card because my card ending in " XXXX '' was defective. I paid for the new card to come in 2 business days. The automated voice said my card will remain active until I get a replacement card. I called back to block the defective card ending in " and they cancelled the card but ordered me another card and asked did I want a 2 day shipment. They withdrew another fee for the 2 day shipment. So I am waiting for 2 cards to be delivered in 2 business days. A total of {$30.00}. Now my Direct Express card account is in the - negative now. On Tuesday XXXX, 2020 I talked to a lady who said she was a supervisor which I doubt, named XXXX. XXXX asked me for my personal account password pin information to my website account. I refused and told her this is a against the law to ask a customer for their personal PASSWORD TO Their online Accounts! Direct Express refuses to give my money back from one card fee of {$15.00}. Please help me and get my money back? I don't have money to give away. {$15.00} is a lot of money to me. Please Hopefully Direct Express will do the right thing and give my money back. It's against the law to take money that doesn't belong to you. I have copies of the 2 cards charges. Card holder XXXX XXXX
Company Response:
State: NV
Zip: 89106
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: SSI was to put my monthly cash on a Direct Express card, I was really supposed to have the money go into my checking account. SSI messed that up totally! However, they said they mailed me a direct express card, i never received it!! All of my bills are past due, and if someone finds the card, they will have my SSI for the month!! 1 I attempted to call Direct Express for 2 days, I WAS ON HOLD FOR OVER 8 HRS TOTAL!!!!!!!!!!!!!!!!!!!!!!!! AND DISCONNECTED SEVERAL TIMES!!!!!!!!!!!!!!!!!!!!!!! NOW, MY MOTHER LITERALLY JUST DIED ON XXXX XX/XX/XXXX, I AM ALREADY AN ABSOLUTE XXXX, NOW THIS TOTAL XXXX TO BOOT????????????????? DIRECT EXPRESS SHOULD BE SHUT DOWN, THEY ARE XXXX, AND DO NOT HAVE ANYWHERE NEAR ENOUGH PEOPLE WORKING THERE!!!!!!!!! I NEED THE CARD NOW, I CAN NOT WASTE ANYTIME BY GETTING A NEW CARD, MY CAR INSURANCE IS PAST DUE!! A STATE REP TOLD ME THAT THEY WOULD OVERNIGHT A CARD, THEY WERE TOTALLY WRONG, THEY SAID THEY CAN EXPEDITE ONE IN 3 DAYS BUT WANT TO CHARGE ME {$20.00}!!! I BARELY GET ENOUGH MONEY TO SURVIVE AS IT IS. I WANT IT SENT TO ME FOR FREE, AND I NEED THE TRACKING NUMBER OF HOW IT WAS SUPPOSEDLY SENT TO ME, THEY HAVE NO CLUE WHAT THE TRACKING NUMBER IS!!!!!!!!!!!!!!! HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Company Response:
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: My debit card was not working properly at all XXXX2020 I also was unable to report a change of address over a period of 7 months- I have forwarded my mail, yet the most current statements are and have been missing for almost that amount of time. I called the agency who deals and has the exclusive business with the Department of Treasury ( Social Security ) XXXX and was treated as a complete XXXX after finally being able to reach a " human ''. The call was herrendous they succeeded only in infuriating me. XX/XX/2020 " Direct Express '' is immune from the XXXX since they have secured a government contract with the Dept. of Treasury. Ultimately I have been told I would be contacted by someone form US Direct Express by telephone as I was told there was NO OTHER WAY TO VERIFY WHO I WAS. I have not been called. I do not have access to my benefits. My card does not work.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
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/XXXX through the XX/XX/XXXX I had fraudulent charges from XXXX in excess of {$700.00}. I contacted Direct Express ( Comerica Bank ) and they canceled the credit card and replaced it with a new one. They submitted a fraud case so I could get my money back, later I received a letter requiring more information which I ended up providing over the phone with Direct Express. I have not been reimbursed for those charges so I contacted Direct Express again and was told they resolved the case on XX/XX/XXXX but could not provide me with information from that department and was transferred again to another unanswered location. After an hour of being on hold, I've given up. I can't get any help over the phone and no one I actually talk to can ever help me. In total there was over 30 charges to my account in three days ranging from almost {$10.00} to $ XXXX.This is the second time this has happened and I did not receive restitution the last time either.
Company Response:
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi CFPB, I recently had an account with Comerica Bank which was closed on XX/XX/2020. However, on the day that Comerica had closed my account, I had transferred {$500.00} from my XXXX XXXX account to the Comerica Bank account, which successfully was withdrawn from my XXXX XXXX account. Comerica Bank, on repeated occasions, has denied having ever received my {$500.00} and has been extremely uncooperative in helping me locate where the money is. They have also refused to work with XXXX XXXX and will not reach out to XXXX XXXX to resolve the matter. As of today, XX/XX/2020, I have not been credited back my {$500.00} to my XXXX XXXX account as XXXX let me know that Comerica has not returned the money that was transferred to Comerica on XX/XX/2020. If the CFPB can help to look into this matter and help coordinate the return of my {$500.00} between Comerica and XXXX, that would be greatly appreciated.
Company Response:
State: FL
Zip: 34202
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XXXX XXXX, 2020 I was released from a 9 day stay, and XXXX, from the hospital. After getting home I checked my bank account online and noticed some charges that were made while I was hospitalized that I did not make. I immediately called the number on my card to report it. We cancelled my card and issued a new one and was sent papers to fill out and return. I then went to the police and filed a complaint and received a report number. XXXX XXXX Police Dept. Report # XXXX ) The police even stated to me that these charges stand out in comparing to my usual spending pattern. The unauthorized amounts ended up totaling {$690.00}. ( Charges in question are marked next to them on the files I am attaching ) All charges were made out of state and as far as I can see they were done on line. I filed out all paperwork and included the police report information and sent it back. I later called on XXXX XXXX, 2020 to check the status and was told it was still in the " Pending Dept ''. On this day I spoke with " XXXX ''. I then later received a letter stating that my account was awarded back {$440.00} while it was being investigated. My complaint amount was for {$690.00} not {$440.00}. I called to ask about the lesser amount and we fixed the error and was supposed to get the remaining money on my account the next day. I never did receive this money. Then on XXXX, 2020 my account was left at $ XXXX because they had taken the {$440.00} back out of my account with no letter to me or informing me of this happening. Then my account has a credit adjustment for {$89.00} which doesn't make any sense because my account is still $ XXXX. I did not make these claimed charges on my card and do not feel the claim was investigated at all. Why should I have to pay for charges I did not make and the person who used my card without my consent should get away with this. It's just not fair as I live on {$940.00} a month. I can't afford to pay for these charges.
Company Response:
State: CA
Zip: 94568
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Direct Express has held my funds are electronically against the electronic funds transfer act requested that my funds be released so I can have an accommodation made for me under the Americans with XXXX Act so I may purchase my medicine but that accommodation was also denied
Company Response:
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Three charges were made on XX/XX/XXXX to my Direct Express Card. I did not make these charges. The charges were made with in XXXX minutes of each other. I filed an immediate dispute on that day, filled out all paperwork that they sent me and also sent them a letter describing the incident. I received a letter on XXXX stating that the merchant had provided their Department with proof that they were valid charges. I contacted Direct Express fraud investigations team that day, requesting proof of the documentation that was provided to them. One of the charges was reversed within 3 days of it occurring. The other two have still not been resolved. On XXXX I contacted fraud services again, due to the fact I had not received any proof or communication. I was provided with an escalation service number and told that I would receive a credit on my card within XXXX to XXXX hours for the two charges that I was disputing. I called back on XX/XX/XXXX to ask why I had not heard anything, and was told it was because of XXXX XXXX. Called again on XX/XX/XXXX still no credit on the card or communication from the company. Again Ask for proof of charges, and was told I had never asked for them but they would send them out. Was denied being able to speak to the investigator on the case, was told they did not take calls. Asked for them to send a message to said investigator to contact me and was told they didn't do that either. Ask for supervisor and when the supervisor came on the phone he spoke for one sentence and then hung up on me. Called back again gave them my name and social security number and they hung up on me again immediately.
Company Response:
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A