Date Received: 2020-06-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I got what I thought was a free product from XXXX XXXX wrinkle face cream they said all I had to do was pay shipping and handling of XXXX. The next thing I know I was charged XXXX for the same product which caused chemical burns on my face! When I called the company they told me all I had to do is have Direct Express call them with me on the phone and they would refund my XXXX. When I called Direct Express they refused to call the company and said I had to file a dispute! So I did but instead of trying to get my money back they sided with the company who charged me twice for one product! They are very rude people I never know if I'm getting The United States or overseas! I am waiting to see how this turns out! If I do not get my money back I am going to sue both companys! This is freud!
Company Response:
State: WI
Zip: 54220
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-12
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I paid XXXX XXXX XXXX XXXX XXXX {$200.00} through XXXX on XX/XX/2020 to prepare a civil complaint to be filed in the XXXX XXXX XXXX XXXX XXXX XXXX in Pennsylvania. The contact person, " XXXX XXXX '', did not fulfill the service which he was hired for and I had to prepare and file the complaint on my own. XXXX XXXX would not refund my {$200.00}. I contacted both XXXX and Direct Express to make formal complaints. On XX/XX/2020, I emailed Direct Express telling them that I disputed the transaction. They never replied back. On XX/XX/2020, I realized the company put a hold on my account and I was unable to make any purchases. Being that this is my only means of income and making payments, I emailed Direct Express asking that they release the hold. On the same day, I sent a follow up email to Direct Express explaining that the transaction dispute was due to XXXX XXXX XXXX XXXX XXXX not fulfilling their contractual duty. I never heard back from Direct Express though they did release the hold. On XX/XX/2020, I sent a letter to Direct Express via regular mail with a detailed explanation of the transaction dispute with XXXX XXXX XXXX XXXX XXXX. Direct Express never replied. On XX/XX/2020, I sent a letter to Direct Express via regular mail explaining that XXXX will not issue a refund and that per their request, I need to follow through with asking for a refund through the card company. Direct Express never replied. On XX/XX/2020, I sent a letter to Direct Express via regular mail with an attachment correspondence from XXXX. They never replied. On XX/XX/2020, I emailed Direct Express for a status update. In that email, I made it known that I tried calling Direct Express ' customer service at XXXX but the automated recording asked for a " service record number ''. I was never issued a " service record number '' and still Direct Express never replied. I switched my attention to XXXX and filed a formal complaint against them through the CFPB website. XXXX stands firm that they are not responsible for issuing a refund since XXXX is just a payment processor tool and it's up to the merchant to send a refund and when the merchant ( XXXX XXXX XXXX XXXX XXXX ) doesn't comply, then the person making the complaint needs to file a dispute with the card company where the payment was made. I have made multiple attempts to get my refund through both XXXX and Direct Express. The difference is that XXXX had the decency to reply each time I contacted them ; Direct Express has NOT REPLIED ONCE WHATSOEVER. If Direct Express is the source for me to get a chargeback of {$200.00}, then they need to comply.
Company Response:
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2020-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: My Direct Express Debit card was stolen around XX/XX/XXXX. It was then used without my permission or authorization twenty times from XXXX resulting in transactions totaling over {$9500.00} mostly at a casino. No debit card I have ever had allows that much to be pulled out over forty eight hours. It should have been flagged but it was not. Direct Express is now denying my fraud dispute too.They are refusing to pay me back the money they owe me. Direct Express will not even give me a reason for this denial or tell me why they are not giving my money back. I was told by a woman in customer service on XX/XX/XXXX that it does not matter why it was denied as there is no way to appeal their investigator 's decision. I am asking that a manager at Direct Express review my claim and contact me as soon as possible with a full explanation and that they credit back my money to my account immediately I became aware of the theft of my card on XX/XX/XXXX. I called Direct Express right away after talking to the local police and filing a report because I saw my card was just used twenty miles away. The police investigated locally and identified the person that did it. They sent the case to the county attorney for charges. I spoke with the police several times and cooperated in the investigation completely. The thief got access to my card by entering my house while I was not there. He took my card along with some social security papers, cell phone, notebooks and an old computer. I had called the police twice in the weeks prior to report a car theft and assault. This guy had been stalking my roommate. She also talked to the police about it. This is the same guy police found on the cameras. There is no valid reason I am aware of for denying this. I reported it on time. I returned the proper paperwork. I filed a police report and cooperated with the investigation. I also sent a detailed two page summary of the events. I called four times to see if anything else was needed as well but was never able to speak to anyone that could tell me anything other than it is denied. I absolutely did not give my authorization or permission to the person that stole my card. In fact, I had no idea it was being used until it was too late. I was visiting my kids in XXXX XXXX and helping my daughter move or I might have noticed.Still, there were no notices or anything sent to me. I have included a copy of the letter I got after the fact and it clearly states that they did not even know when the deposit was being made. ( This too would have probably kept the money from being taken because I would have taken it out most likely and got a cashiers check. ) This is a legitimate case of unauthorized use of my card by someone who broke in and took things from me. I am asking that this be addressed immediately. My account needs to be credited for the entire {$9500.00}. On XX/XX/XXXX before I called the card in, I called the police and filed a report because I saw my card was just used twenty miles away. They have investigated and identified the person that did it. They sent the case to the county attorney for charges. I spoke with the police several times and cooperated in the investigation completely. I faxed the paperwork back and then called them on XX/XX/XXXX and XX/XX/XXXX to make sure that they had it. I was told the claim was still pending but the lady did check to see that they received my information. They did nothing to stop repeated withdrawals over and over at a casino that I was hundreds of miles from at the time. Now, they just deny my claim with no explanation.and will not even consider an appeal. Thank You For Consideration, XXXX.
Company Response:
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-07
Issue: Trouble using the card
Subissue: Problem adding money
Consumer Complaint: The IRS send me a stimulus check on XX/XX/2020 When i asked the credit card company for my last 4 numbers on my account DirectExpress is my card holder and they are very disrespectful because they have Social Security account. I have the letter from the President saying when my check was sent out. I want to know why they are so disrespectful to people on Social Security. I'm going to the attorney general next if nothing done in this matter of paramount importance. Thank you in this matter.
Company Response:
State: NY
Zip: 10456
Submitted Via: Web
Date Sent: 2020-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/XXXX I called my card to check the balance and it differed from what I had. I immediately contacted the Customer Service Department. On XX/XX/2020 at XXXX XXXX, I spoke with your agent XXXX. I told him I believe that my Direct Express Mastercard had been compromised. XXXX provided me with an email address, XXXX. This is NOT my email address. XXXX then gave me a list of the below charges of Merchants who had collected monies from the account card. All of these charges are fraudulent. I believe that my online account has also been compromised. I am unable to get into it. Tech Support is aware of the situation and is working on it. The card was cancelled and a new card has been issued which I have yet to receive. XX/XX/2020 at XXXX XXXX XXXX {$9.00} XXXX XXXX {$9.00} XXXX XXXX {$3.00} XX/XX/2020 XXXX XXXX {$22.00} ( XXXX ) XXXX XXXX XXXX {$25.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX {$9.00} XXXX XXXX {$23.00} ( XXXX ) XXXX XX/XX/2020 at XXXX XXXX XXXX XXXX {$40.00} ( XXXX ) XXXX at XXXX XXXX XXXX {$9.00} at XXXX XXXX XXXX XXXX {$60.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX XXXX {$65.00} ( XXXX ) XXXX XXXX XXXX {$14.00} XXXX XXXX {$14.00} XX/XX/2020 XXXX XXXX XXXX {$70.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX XXXX {$100.00} ( XXXX ) XXXX XXXX XXXXXXXX XXXX {$110.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX XXXX {$150.00} ( XXXX ) XXXX XX/XX/2020 at XXXX XXXX XXXX XXXX {$210.00} ( XXXX ) XXXX at XXXX XXXX XXXX XXXX {$200.00} ( XXXX ) XXXX XX/XX/2020 XXXX XXXX {$200.00} ( XXXX ) XXXX XX/XX/2020 at XXXX XXXX XXXX XXXX {$230.00} ( XXXX ) XXXX at XXXX XXXX XXXX XXXX {$250.00} ( XXXX ) XXXX On XX/XX/2020 at XXXX, I received an automated call from XXXX asking me to approve a {$390.00} withdrawal on my card. I selected option 2 which was Decline. The automated system immediately disconnected. On XX/XX/2020 I filed a police report. On XX/XX/2020 I spoke to XXXX, a supervisor, because I hadn't received the new card as promised in two days. She initiated a claim to have the {$13.00} refunded to me. On XX/XX/2020 I faxed the dispute along with the police report number to Direct Express. On XX/XX/2020 I finally received the new card. I initially paid {$13.00} for expedited services of the card with a 2 day turn around on XX/XX/2020. After receiving the new card and activating it, I noticed I hadn't receive the credit for the {$13.00}. I again spoke with XXXX who said the claim had been denied. She in-turn expedited the denied claim so that I would receive the refund. I received a call from XXXX, in Tech support. He resolved the online account issues and I was able to log in successfully. Every day since I have been logging into my account to check for the return of my monies. On XX/XX/2020 upon checking my account I noticed a single 'credit adjustment ' of {$72.00}. No fraudulent amount was ever notated for {$72.00}. I immediately got on the phone to call Direct Express. I called 5 times. Each time after going thru the automated with identifying myself, the calls were disconnected. I then called Social Security and I spoke with XXXX. She suggested I call another number for Direct Express XXXX, Direct Express Fraud Department ( she knew she had the number however she couldn't locate it ), FTC XXXX and XXXX XXXX XXXX ( Fraud and Identity ) XXXX ( Dispute Items ). She told me to have my Social Security monies go directly to my bank account and she provided me with her fax number. I called with FTC and I spoke with XXXX. I gave her the details and she set up my online account. I called XXXX XXXX and I spoke with XXXX. I mentioned that I had sent letters to the 3 reporting agencies. Nothing to date had been received so she put a security freeze on my XXXX XXXX. I called the other number for Direct Express XXXX which is the number to US Treasury Electronic Payment Solution Center. The office was closed. I again called Direct Express at XXXX. After going thru the automated and being on hold for 45 minutes, I finally was able to briefly speak to someone. I asked him about the {$72.00} 'credit adjustment '. Due to the language barrier I was unable to clearly understand him. He eventually disconnected the call because I kept asking him to repeat himself.
Company Response:
State: CA
Zip: 95757
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-02
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: This is against Direct Express. They are not crediting me back refunds that companies have put through for me. I am owed nearly XXXX dollars between 4 transactions. They need to allow refunds to post to the card. I have the id numbers of the transactions I'm speaking of. I want my money back. Auth code for XXXX cancelled purchase XXXX XXXX Auth code for conditioner. At XXXX I returned XXXX XXXX Transaction id for XXXX it designs shirt XXXX And XXXX who just put through for a credit to my account on Friday XX/XX/2020. For XXXX. They have tried twice and it is never credited to my card I'm sure I can get the XXXX auth code if needed. This is all the proof I have repeatedly been calling to give them. Everytime I'm hung up on. Other times I'm on hold for an hour and then call ends. I never get a person
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-01
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: To : Direct Express Re : Disputed transaction denied Date : XX/XX/2020 To whom it may concern, On XX/XX/2020 a fraudulent debit was made to my card in the amount of {$790.00}. to a merchant named XXXX XXXX ( apparently a tattoo parlor. ) I am a SS recipient so this loss impacts me greatly. I filed a dispute on XX/XX/2020 when my loss was noticed. On XX/XX/2020 my claim was denied.and the only reason given was " conflicting information ''. I can't imagine any conflicts as my written report of details was straight forward .. Since the call center would not give me details of their findings I have no idea how my account information was obtained by criminals. I can not imagine that it was my fault. My information was not obtained by my carelessness or willful disregard of safe card handling practice. I do not keep any card information nor my SS number on my computer. I always use padlocked secure websites to make purchases and I do not have my pin information written on my card .My card is always carried in my wallet which has a security chain to my belt loop. No one has ever been given my card for use and no one has ever been given my card number or pin..My SS number has only been given to you and the federal government " get my payment '' website. I can not tolerate a debit card which is so easily accessed by thieves with no re-inbursement possible. Unless I receive a prompt re-inbursement for my loss I will have no choice but to take this matter up with XXXX, Comerica, SS and the U.S Treasury. I am shocked and furious over my loss. They stole the better amount of my stimulus check through no fault of mine! Thank you for your attention in this matter once again.. Sincerely,
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2020-06-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-30
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: COAMERICA BANK took so much money from me in fees that I walked away and left them and their ridiculous balance. Id say overall they took over {$1000.00} from me. Their way of banking is different than any other bank I have banked with. It is almost set up to penalize you whenever possible. When you deposit money the bank puts that in first than pays your bills. Not COAMERICA. COAMERICA pays your bills than puts your deposit in. Leaving me with 5-10 over draft fees. I went to the manager multiple times about it. He did reverse the fees, apologies were made. However it continued. I had to take my business elsewhere. I was rejected for an online checking account and pulled my XXXX XXXX report. COAMERICA has reported me for account abuse and a balance of their fees of {$930.00}?! This infuriates me. They are the ones who abused my account. My husband is a witness to this. I want this account resolved and removed from my XXXX report. They can not get away with this. I have never had this problem before. Thank you.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: After attempting the close an account with Comerica Bank 5 years ago, the company kept the account open and did not transfer the funds as requested. Instead they deducted XXXX $ a month for 5 years without notification till they overdrew the account. Once notified of the overdraw, they demanded that we wire money to make the account whole before they would close it. We acquiesced and sent money to close the account, however the bank then charged a wire transfer fee and again refused to close the account till we paid even more money to close the account. This has been a complete scam and waste of our time and money.
Company Response:
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: No actions were taken by the company but all actions of mine are here for the taking to make America better/greater. XX/XX/2020 PROBLEM : I think I am contacting USDIRECTEXPRESS.COM using the webite, cfpb.gov/prepaid and I do not get orbited around the internet waves even having excaped the haven for hope 's intranet mainframe and security measures. PROBLEM : Your website has not ground to stand tall on because it isn't needed to be told to new or returning customers until a problem such as credit collections or discrepancy occurs between you and customer. It's a bad BUSINESS message. The customer isn't happy. Therefore, 3rd perception falls in your lap. DECEIT=EVIL and your expecting, sublimally to set a negative tone and force a loss sale to occur. MAKE SENSE. NO IT DOESN'T. USE this as food for your brain. Chew on it. Don't swallow paper like I do, the ink might be poisonous. REGARDS, SICKLY and XXXX, LUCKY
Company Response:
State: TX
Zip: 78207
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A