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: On XX/XX/XXXX I iled a legitimate dispute with Direct Express regarding {$390.00} of fraudulent charges on my card make by eve XXXX. Having never filed a dispute before I made sure followed there dispute process throughout their investagation. I was given a provionsal credit of {$390.00} until they completed their investagation.. upon completing their investagation they determined the was no error made. I received a letter from them them stateing they were reversing the privionsal credit in the amount if {$0.00} when they actually withdrew {$390.00}. My claim was a legitimate claim. I contacted the XXXX and found countless of people who had experienced the exact situation that I did however their banks honored their disputes and Direct express denied mine. I requested a copy of the documents direct Express used in determining the outcome if my dispute and have not received them.
Company Response:
State: CA
Zip: 95660
Submitted Via: Web
Date Sent: 2020-12-07
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: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I tried several times reaching out to direct express about this fraudulent transactions XX/XX/2020 XXXX XXXX XXXX, XXXX, PA ATM CASH WITHDRAWAL {$700.00} XXXX XXXX, CA CASH PURCHASE {$780.00} still have not received any funds back from any provisional credit this results in my bills being paid rent is due i need my money now
Company Response:
State: PA
Zip: 19013
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: FUNDS NOT TRANSFERRED AS CONFIRMED : COMPLAINT Claimant has two [ 2 ] Direct Express prepaid debit cards that are refilled monthly via direct deposits. Direct Express is a prepaid debit card issued by Comerica Bank license via Mastercard International ; and, carries a service mark of the U.S. Department of the Treasury. Comerica Bank website lists the following information : Comerica Consumer Complaints : Comerica Bank Corporate Quality Process Department MC XXXX, XXXX XXXX XXXX, XXXX, Mi XXXX ; tele # XXXX XXXX ; FAX # XXXX XXXX. Consumer Complaint Notice : Texas Department of Banking, XXXX XXXX XXXX XXXX, XXXX, XXXX , Tx XXXX ; Tele # XXXX XXXX ; FAX # XXXX XXXX ; email XXXX ; website www.dob.texas.gov. On or about XX/XX/XXXX Claimant telephone enquiries returned stated prepaid available balances on Direct Express debit cards. Since XX/XX/XXXX Claimant has made multiple attempts to transfer prepaid available balance amounts to personal checking account by telephone. Each attempt resulted -- after going through the maze of options to get to the desired transaction -- with unable to complete this transaction. Communication with customer services takes days and many attempts by telephone to complete anything. Most balance inquiries are stated twice, as if two [ 2 ] deposits or two [ 2 ] withdrawals have taken place. Claimant was forced thereby to setup an online account for access to desired function. Attempts during online setup process were just as unbearable. Setting up an online account has been just as tedious. Finally, setup was accomplished on or about XX/XX/XXXX. At which time, requests for Prepaid Available Balances to be transferred from the Debit Cards to Claimants personal checking account. Transactions were confirmed with two [ 2 ] reference numbers [ one for each card ] showing Bank Transfer Successful Confirmation numbers on XX/XX/XXXX. The two [ 2 ] Confirmation Numbers are XXXX and XXXX, both issued on XX/XX/2020, Tuesday, between XXXX XXXX and XXXX XXXX. XXXX received no communication to be informed of anything contrary to completing performance. Yet on XX/XX/XXXX Claimant checked online and discovered both accounts were showing and stating prepaid available balances as if confirmed transactions were interrupted, blocked and/or not completed. Attempts at telephone contacting Direct Express proved as difficult as ever. The situation has yet to be Redressed and Remedied. Direct Express explicitly states during online setup, You can instruct us through our automated Funds Transfer service to transfer funds from your card account to a personal XXXX XXXX account. There is a {$1.00} [ XXXX XXXX XXXX ] fee for each transfer. Transfers generally take three ( 3 ) Business Days. Instructions to make a transfer that are received on a non-Business Day will be considered received as of the next Business Day. Once a transfer has been confirmed by us, you can not cancel the transaction. We recommend you verify receipt of the funds with the receiving account in three ( 3 ) Business Days. If we are unable to complete the transfer we will attempt to contact you through email or text message or an automated phone call, if you have provided this contact information in your User Profile. Phone numbers for this reject alert must be within the continental U.S., Alaska, and Hawaii. All calls will be made between XXXX XXXX and XXXX XXXX, seven days a week. If a transfer reject is received during off hours, the alert message will be held until the next day. By submitting the bank transfer you acknowledge you intend to transfer funds to a bank within the United States or its territories. This mater proves to be frustrating, time-consuming, financially injurious, in violation of guaranteed protection and use of personal property without due process, just on the face of it ; and fully uncredible and untrustworthiness on the part of Comerica Bank and Direct Expresss Good Faith dealings. Their gross neglect and violation put Claimant at risk for extra fees and charges for financial liabilities which would have normally been satisfied on or before the XX/XX/XXXX day of the month. This situation calls for immediate redress and time of the essence remedy. TIME OF THE ESSENCE LAWFUL REDRESS AND REMEDY The only true and lawful Time of the Essence Redress and Remedy acceptable would be specific performance complying with confirmed transfers, with email notice sent to address in User Profile of online account ; and, Claimants Trusting that Oversight and Regulatory bodies step-up to make certain that no one else suffers such gross atrocities and violations of Human Rights to NOT be secured in their person and property without appropriate Due Process.
Company Response:
State: NY
Zip: 11212
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I receive my social security XXXX on my Direct Express card. There was an unauthorized backcharge made by XXXX in the amount of {$620.00}. I did not purchase anything or order anything from XXXX. It over XXXX my account in the amount of {$620.00}. I tried several times to contact XXXX and they had no idea what i was talking about. I filed a dispute with direct express over the phone on XX/XX/2020. It took me 1hour and 50 minutes to get a live person on the phone to take my complaint. They did not send me the dispute forms until XXXX XXXX. I immediately filled them out and sent them back certified mail. I then tried to call direct express to check on a status and was on hold for 2 hours and 35 minutes before I got a human on the phone. I am XXXX and it is extremely difficult to hold a phone. And I had to wait all of that time. After I got someone on the phone I explained that I needed to make sure they actually investigated my dispute because XXXX has a habit of unauthorized charges and then I had to go through XXXX to get credited or they would charge for items that I cancelled or they cancelled because they were out of stock or I never received. So, it's important that direct express actually investigate instead of just taking their word. They fraudulently backcharge my card for {$620.00} dollars. That was my rent money. Well the customer service rep tried to argue that they hadn't gotten my dispute form in time so I would receive the provisional credit. I told him I sent it certified mail so I knew they did get it. Then his story changed and he said he found it and I would get my provisional credit on XX/XX/XXXX. Well I never got it. I called direct express again and after a long wait once again I was upset and told the woman they lied about the credit and the woman told me to go XXXX myself and hung up on me. I've had it. I want my money back. I have a right to be protected from fraud that XXXX constantly has a problem with. I should not have to wait hours on the phone to speak to a human. Covid or no covid they should have customer service agents helping their customers. I have spoken to, other XXXX people who get their benefits the same way in direct express and they have the same problem. Direct express never truly investigates fraud and never refunds money. I feel like they purposefully make it impossible to readily get a customer service agent on the phone so XXXX people give up and end up victims if fraud with no help from direct express.
Company Response:
State: VA
Zip: 224XX
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Gyms Closed In XX/XX/2020 and charged me after they closed i could not call gym and told direct express this and filed claim claim number XXXX for credit and I called them and no response when I followed up on claim, was given the run around
Company Response:
State: CA
Zip: 935XX
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I. Used a atm on XXXX XXXX mo on XX/XX/2020. I was charged for the amount of XXXX dollars. My money was put back in the machine and my debit card locked in machine. I did. Not get the money. but it came out of my account I have tried calling my debit card to dispute the charge yo the dispute department I finally went ahead and. Cancel the card and was issued a new on today.
Company Response:
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: On Friday XX/XX/2020 I reported my Debit Card as lost to U.S. Direct Express. U.S. Direct Express of XXXX XXXX, Texas is the default debit card provider for Social Security Administration benefits. I needed an urgent replacement card so I requested an urgent expedite mailing fee of {$13.00} plus a card replacement fee of {$4.00}. As of XX/XX/2020 no replacement U.S. Direct Express debit card had been sent. I called U.S. Direct Express at XXXX to ask why my replacement card had not been sent correctly. When calling U.S. Direct Express their customer service did not provide me an option to talk to an agent over the phone & they informed me that my replacement card had been sent out on XX/XX/2020 instead of XX/XX/2020 like I had ordered. This is Fraud. I was charged {$13.00} & as of today XX/XX/2020 my replacement U.S. Direct Express has not arrived. This outrageous & very upsetting. My bills for the month are overdue & I face potential late fees or suspensions in service due to the negligence of U. S. Direct Express. I am not happy with U.S. Direct Express. In the past U.S.Senators XXXX XXXX & XXXX XXXX who claim to care about Social Security Administration issues refuse to handle U.S. Direct Express complaints. U.S. Direct Express is unaccountable & misconduct complaints are not effectively handled. Consumer Financial Credit Bureau Please help me & other Social Security Recipients who suffer from U.S. Direct Express complaints like this one. Thank you. Respectfully Submitted, XXXX XXXX XXXX
Company Response:
State: MN
Zip: 55404
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Hi comerica bank falsely charging my account sum of XXXX. XXXX Which I called them to talk to close my account due to relocating to another state but they end charging me for return check i didnt know anything about
Company Response:
State: WA
Zip: 98229
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-31
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My SSI benefit was to be posted on XX/XX/2020 However Social Security said they processed it and a direct deposit was made onto my direct express card!!!!! But where is it?????? It never made it on my card!!!!!!!!! Please help!!!!!!!!
Company Response:
State: PA
Zip: 17603
Submitted Via: Web
Date Sent: 2020-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I had a fraudulent activity on my account and notified my bank. They gave me the provisional credit on XX/XX/XXXX then reversed it XX/XX/XXXX its impossible to get anyone from the fraud dept on the phone. I never got the explanation letter for the reversal.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A