Date Received: 2023-10-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: I had a Direct Express, Social Security Survivor Benifits deposit pending for the XXXX of XXXX. Deposits are in after XXXX XXXX time the night before and fully accessible after that time. Funds were not available, since then, for the {$1400.00} that is my regular scheduled deposit. Normally I call their number and put in the last 4 numbers on my card, then next step, my 4 digit password. Then it tells my Deposit, Balance, Transactions and such. Now it asks for my last 4 numbers on my card. Then to activate, check balance or transactions, tp please enter the full account number. Then as it thanks me for my patients, the longest was almost 4 hours with scratchy elevator music. My Son is a Senior Vice President for XXXXXXXX XXXX in charge of Database. He says that Comerica Bank- Direct Express , experienced a Data Breech and is ghosting everybody to prevent a run on the bank. I received a letter yesterday saying to either call the number to discuss this or if there is no problem, the card will be activated on its own.
Company Response:
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: The eligibilities and entitlements where pulled off and and redirected backpays not put on the directed to deposits on the account attached to the direct express card from being my account information. I think social security income is being stolen. I being robbed by the office in on it telling lies about how you can't be eligible and I became eligible in one of those years and the income from being so high I can't receive it and sent to other accounts. Trial work was staged for the year and not completed for any entitlement. The years from the backpays to be awarded was stolen and put somewhere else. The representative payees are in place for a fraudalent. The award was in on my entitlement. The application was put under my name with eligibility. On my own entitlement.
Company Response:
State: OH
Zip: 45371
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I filled a complaint with you previously this month on them sending my XXXX XXXX XXXX for my XXXX XXXX son to me via XXXX and the XXXX person just left card on my door step and card was stolen with all my son 's benefits on it for this month so I cancelled that card ending in XXXX and received a replacement card only to find out all my son benefits were gone so i submitted my paperwork to the company with in the 10 day time frame only to find out the sent my XXXX to a assigned advocate that i have tried numerous times to no avail to reach about this then today XX/XX/2023 when it woud be last day to give me provisional credit they have closed my case and found against me i don't see how they can come to this conclusion when on my paperwork i clearly submitted that XXXX was taken from me then the agent tells me that i filled claim for XXXX i told them i don't know where you got that number from i put in writing XXXX so i dont understand how this is being investigated properly I feel the company rushed to judgement and never considered that they are wrong for not having someone sign for my card as it's important to customers to know that when they deduct money from us for this faster service that we will be safe knowing our benefit wont get stolen
Company Response:
State: NV
Zip: 89103
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Didnt get my XXXX stimulus check of XXXX in XXXX to my direct express debit card it was stolen.
Company Response:
State: NY
Zip: 11216
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I filed a dispute with Direct Express on XX/XX/XXXX concerning XXXX unfamiliar charges totaling {$230.00} on XXXX different days in XXXX XX/XX/XXXX, all to XXXX XXXX, obviously for some electronic service or game play, numerous charges per day with most being identical in amount, I did exactly as I was instructed, completed and returned all paperwork by mail promptly. On XXXX all the charges were reversed back to my account and nd on XX/XX/XXXX the were reversed again off my card, I can not get any explanation at all. And when I ask to speak with a supervisor Im hung up on, Ive tried XXXX calls with the same behavior from customer service.
Company Response:
State: NC
Zip: 28412
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: My identity was stolen from my account through XXXX. I'm assuming that's how these charges started. I noticed a couple of charges in I think XX/XX/2023. I called to file a dispute. I gave them all the info and was told a claim was started. Shortly after this my parents were in a car wreck. I spent the next few months until late XX/XX/XXXX helping my parents recover. I finally was able to return to my normal life mid XX/XX/XXXX and started going through all my normal things. I noticed that there were many charges on my account that I did not make. They were all online purchases for different places. But some were weekly and some monthly. But all were different amounts and small amounts almost unnoticeable amounts. Some were XXXX weekly, some were XXXX monthly, XXXX, month etc. Almost not noticeable purchases. I immediately called to file a report to this company. Mind you I was forced to use this company via XXXX benefits. I did not sign up for this card. It's a terrible decision for them to make for me. I can't ever get in touch with this company without spending an average of 30 min hold times. I can't put my own money into this account and their website is terrible to use. It almost gives no information about this account. I can't look up each transaction and it's hard to read. It was only recent the updated this. But not before. When filing the claim, the person I was speaking to was the one who said. Beings the claim for whatever reason was never investigated the first call I made in XX/XX/2023. That he was going to go back to the first charge in XX/XX/2023. We came up with an amount over XXXX this was all charges combined. Not all the charges that we found on the account was started in XX/XX/XXXX. But the first charge that wasn't mine was in XX/XX/XXXX. I was sent paperwork, I promptly returned. I also sent all the paperwork via email as well. I called every 3 weeks to verify they are working on it. Also to make sure there wasn't anything I could do to help. Because of this reason they said I was over 120 days from the original date. But not all the Purchases was over the 120 days only some were. So I was told they denied my claim because the time was over 120 days. Well I then asked what about all the other charges that were not 120 old. I was told it doesn't matter they count for being over 120 days old because it was part of this claim. I asked to speak to someone else and the lady told me no and hung up on me. I understand that I'm sure I could have been saved the money that was stolen from me. If they would have finished the first claim in XX/XX/XXXX. But it was not. I'm sure my account is noted that I called in then. I may have the month I called first wrong. But I know for a fact that that it was not long and definitely before 120 days the first time I called. Nonetheless, I am being told that I have no choices in the matter because my time frame was over..does n't it specifically state in the terms that as soon as I notice to call and make a claim. Well I did, they did nothing. Then I had an emergency family illness. Then months later I notice more charges. If I didn't see these small charges until months later, how does the 120 day max. Criteria be for me in a position of not knowing. Plus I didn't have paperless statements checked until recent. I don't receive monthly statements to see fraudulent charges every month. I can't log In to the site if I'm preoccupied with my family. Why did I not receive paper statements. I would appreciate this company take care of this problem. It is in fact a case of stolen identity. I did what I was told. I am low income and have to deal with money stolen I can't afford. I wasn't even able to appeal because the lady was far from a good customer service representative. Also I had to call them to find out the status unlike their terms say I have to be contacted within a certain amount of days of their investigation. Well I wasn't. How is it fair they just ignore the terms when it comes to their actions? I was 100 % honest then and now and I want my money back that was stolen from me in a way I had zero control of.
Company Response:
State: CA
Zip: 93420
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX I requested {$580.00} from the XXXXXXXX XXXX XXXX XXXX, and only received {$100.00}. I'm missing {$480.00} from my account. I filed a complaint on XXXX, there has been no Provisionary credit given. Under reg E provisionary credit should be given after 10 days.
Company Response:
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: To whom it may concern, On XX/XX/XXXX I filed a complaint with the CFPB against Direct Express for fraudulent and unauthorized transactions XXXX XXXX XXXX XXXX XXXX XXXX XXXX -Reference- Complaint I.D. # XXXX The companys response was written by a XXXX XXXX who is vice president of Comerica Banks quality assurance department XXXX And in her response she gives specific reasons for the company 's decision to Not credit my account after they allowed someone to steal {$18000.00} cents out of my Direct Express checking account. This Account received deposits from the Department of Veterans Affairs for compensation benefits that were awarded to me for wounds received while on Active Duty in XXXX. On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I was released early on XX/XX/XXXX of XXXX. XXXX XXXX states that she was informed by a group of employees XXXX I assume are her fraud investigators of my situation and I doubt she did any real investigating into this matter. Because if she Had she wouldn't of referenced certain transactions that I am about to use myself that shows how ignorant XXXX XXXX and her team of fraud investigators truly are. She references a transaction that took place on XX/XX/XXXX of XXXX for {$50.00}. On XX/XX/XXXX the transaction was refunded back to the account. She also speaks of a few other transactions as well " XXXX XXXX XXXX or XXXX and XXXX transactions. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX - XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Included with this complaint will be a PDF link with my bank statements for the dates listed above in XXXX I am Disputing. The wonderful part about these statements is that they give the date the transaction was made and the locations in XXXX they took place. There are 14 bank statements. One for every month that I am disputing. If you look at the dates and locations you will see that I was hundreds of miles away without access to my debit card or any form of electronics. The cities that they were made in are as follows XXXX XXXX XXXX XXXX XXXX XXXXXXXX miles from where I was. XXXX. XXXX CA, XXXX was XXXX miles from where I was on that date. XXXX CA XXXX XXXX was XXXX miles from where I was. XXXX Ca XXXX XXXX was XXXX miles from where I was. I have irrefutable proof that I was in fact physically incapable of making these purchases. XXXX XXXX brought up the XXXX XXXX XXXX transaction that are " inmate related transactions '' and states that I likely benefited from these transactions. So I took the time and went back to my bank statements and highlighted every XXXX transaction and XXXX transaction that I allegedly benefited from. There is a total of XXXX transactions that I found that match her description of these transactions. I have totaled these transactions Wich add up to {$790.00} ...... I'm disputing $ XXXX of unauthorized transactions and XXXX XXXX and her fraud investigators denied my Dispute over {$790.00} that I allegedly benefited from? Even if it were true, Wich it's not you could take that off the top and there would still be {$17000.00} worth of stolen funds in Wich I am disputing. They should be ashamed of themselves for treating a XXXX XXXX like this. I had my money stolen from me that I was expecting to have XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Instead I got out broke after a few stressful years in XXXX to have more stress added by having to deal with This Dispute process that I keep having denied because they say i benefited from some transactions? If I hear I benefitted one more time I'm gon na explode.!!!!! How the XXXX does a person benefits from having {$18000.00} stolen from them??? Explain to me how I can prove I was XXXX miles away from where the thefts took place and get denied? I have been patient with Direct Express and I honestly didn't think I was gon na be denied again especially after I seen the interim response by XXXX XXXX. With her being the Vice President and such I thought this would make it to the top and would be easily resolved because it's black and white for me. I have irrefutable evidence that I didn't make any of the transactions and I never Authorized any1 to use my direct express Account either. I've tried there dispute process. I tried there dispute escalation process and finally made a complaint with the CFPB. Since the Companys response I have gathering all proof and evidence I can and will be contacting the Attorneys General office with my complaints because this is beyond ridiculous and outrageous. Ty for your time.
Company Response:
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Saturday XX/XX/XXXX I went to Comerica bank and deposited XXXX payroll checks from the state of California for back pay earned from XXXXXXXX XXXX XXXX for whom. Monday, XXXX, I called the bank to see if my payroll checks had cleared I was told that I would receive my funds on Tuesday XX/XX/XXXX. I have my XXXX check directly deposited to Comerica Bank and on the XXXX I went there to make a cash deposit so my rent would be paid as my payroll checks had not yet cleared. Well I was there I spoke with the teller who said she left a message on my machine regarding the XXXX payroll checks I informed her it was back pay she said no problem checks will be cleared tomorrow. On Wednesday XX/XX/XXXX still no checks and when I called in the afternoon I got no answers nobody told me what was that. Space space on Thursday XX/XX/XXXX I called and spoke with the fraud department who told me that there was a XXXX hold put on my state of California payroll checks nobody gave me a reason nobody gave me written notice I was not informed. I am now in the red about {$550.00} well they didn't make a XXXX-minute phone call to verify my employment and clear my checks and they're going to charge me an overdraft fee was XXXX XXXX XXXX woman I'm not a bank defrauder this is wrong on every level and Comerica Bank needs to be punished.
Company Response:
State: CA
Zip: 91606
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I received a direct deposit at Comerica Bank and the moment they received it, {$7100.00} they closed my account and refuse to allow me to withdrawal {$5700.00} from the account. They say it is not available for whatever reason, but I went to XXXX banking centers in XXXX and XXXX and both dishonored my withdrawal banking item that they admitted was a negotiable item. They continue to deny me access to my funds, eventually the last time this happened they forced me to withdraw like {$3000.00} from my account and take the cash. This time they just seem so upset they aren't doing that. They won't update my address or anything. They just telling me to wait until XX/XX/2023 while they investigate. No longer are they telling me anything, just that they have my money and I can't have it right now. I've called XXXX XXXX in XXXX Michigan XXXX and filed a civil lawsuit served it and overnighter it to Comerica Bank 's legal department at XXXX XXXX XXXX, XXXX Michigan ... nothing, but even more anger and admitting more that what should be available will not be available to me. It was {$7100.00}, and they did admit that {$5700.00} of it was available and to go to banking center for their discretion to give me the funds. I called a different banking center where I opened it and they screamed and yelled at me over the phone, the XXXX XXXX and XXXX XXXX, branch. I've tried everything. Some FBI agent walked by and said, " Tell them they have until XXXX. '' I told them that and XXXX XXXX said, " We don't go by FBI time ... '' I said, " You just ignore everyone don't you. '' And other customer complained she wasn't able to get her money at times and was closing her account because of it, when I went to XXXX branch this morning. I have XXXX dishonored banking items, withdrawal slips, both for {$5700.00} and they would not cash them. I also notified them of an address change and they have not done anything about that either. I need this money, this isn't the first time they've done this to me, they eventually allowed me to withdrawal the funds but not this time.
Company Response:
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A