Date Received: 2020-05-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have been sent money that they owed me from my coworkers and I have never received the money. Also my phone number associated with my account is wrong. My correct phone number is XXXX
Company Response:
State: TX
Zip: 77038
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-25
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I am reporting a fraud on my government Credit Card. I had my account hacked into on XX/XX/20 for 6 different cash withdrawals totaling {$530.00}. I made a dispute to Direct Express company regarding my fraud on my card. They took the information from me and said they will do a investigation now it's almost a month since this has happened and they act like they don't care and it's very hard to reach customer service took me to XXXX I also made a Police Report and told me it was fraud and told me contact DE again I did and they are dragging their feet and don't care, Please help me get my money back. Thank You so much.
Company Response:
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2020-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was told to do a consumer report so that is what I am doing I am a XXXX woman I get my XXXX on a card call direct Express well my money goes in every month on the 3rd I was very sick this month I checked on the XXXX I got to put my card number and it would not take the pin number it said that it had issued me a new card I did not understand why so I asked my son to bring me my tablet and I checked it everything look just fine my money was in there nothing was being pulled out so maybe I just figured they were just sending new cards but I could not get a hold of them with the number on the back of my card I tried and it rang and it rang until it hung up and then again I tried on the XXXX I put my number in it refused to take my card number or my pin I had to do it through my social security I did it told me again that it had issued me a new card but they gave me a different address which I did not understand so I try to reach them again and stole it just rang rang and then it hung up on me and finally my son brought the mail or Friday right before it which I'm not exactly sure what day that was and there was a little card that asked me if I had changed my address that little card have a different phone number I called them on that number and I got through to them they said that they will send me some documents for me to fill out and fax to a number they gave me it took almost four days for them to do so but I did fill it out and send it back buy fax.they also said that I had to make a police report because this was identity theft because the person that caused had all my information and that's how they were able to change the address so I did what does that but the last person I spoke with said that this was the last step. The full amount that they have taken out of my account is XXXX and this is the card that is given to all Alder people that are on XXXX students that are in college that have probably experienced the same
Company Response:
State: FL
Zip: 32817
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I received a phone call from Branch Manager at Comerica telling me that the 30 YR is now at 3.25 % for 30 years for 80 % LTV. She told me I needed to act quickly because this offer will not last long. I went to her office and she called mortgage officer in Michigan to start the process. Mortgage consultant clearly stated that it is 3.25 % for 30 years with 80 % LTV. I went ahead and processed my application with her. Submitted all my documentations. I had no issues with income, my credit report, and Loan to Value. During the COVID-19 crisis, their appraisal cancelled on me and Comerica was going to charge me fees for extensions. I complained with them that it was not my fault, it was pandemic situation and finally they waived it. They hired a contractor to come by to appraise my home. Mortgage consultant said it was going to cost me only XXXX not XXXX bec their other appraisal cancelled and that this company is a lot cheaper. I didn't have problem with that. They appraised value came out to be XXXX a lot lower which I didn't have a problem with that because I know banks appraise it a lot lower and I was still at 79 % Loan to value even with lower value. My goal was to consolidate my first {$350000.00} with home equity line {$150000.00} total XXXX and I'm still at 79 %. They clearly told me with 80 % I will get 3.25 % for 30 years. During the process no one communicated with me at all and then at the end of my underwriting completion, they emailed me with all these surprising closing disclosures that I was never communicated about. They are charging me over XXXX to get 3.25 % and increased my loan to XXXX instead of XXXX plus closing cost of XXXX. I went to Branch Manager 's office before my application expired to check on my application, bec. I never heard from them. I wanted to know the status and mortgage consultant never said a word. The only thing she said do you want to cancel and start over. It was really confusing. I didn't understand what her point was to cancel. I had locked the rate for 3.25 % I didn't understand why she suggested me to cancel and apply again. They just threw all these fees at me after they completed the underwriting without explaining to me the tier rates for LTV. Both mortgage consultant and the processor left on vacation, my file got transferred to another mortgage consultant that's when she explained to me about the LTV tier rates. She said in order to get 3.25 % with no fee my LTV needed to be at 60 %. Branch manager knew my LTV was never at 60 % because I did my home equity line with her 6 months ago and my value came out to be XXXX at that time not XXXX. Comerica then offered me a 3.5 % for 30 Years instead with no points after I escalated to XXXX their manager about my complaint, He didn't support me and said there's still going to be a point fee even with 79 % LTV for 3.5 % the cost would be over XXXX. I feel I was taken advantage of and tricked into believing them. Every options that they provided had a point fees that was never disclosed to me in the beginning. They concealed all the important information until the end when I received the closing disclosure via DocuSign with all the high point fees of over XXXX They never said a word about the LTV tier rate until after they completed my underwriting. I feel I missed out on other lenders that were offering me better rate with clear communications and expectations. Now the rate is higher and I can't refinance. They never showed me any disclosures that shows the tire rates for LTV had to be 60 %. Even for 3.5 % they were charging me Points. Obviously I was mislead into believing that they had lower rate for 30 Years and all they wanted me to do was process a credit application that damaged my credit. The closing disclosures that I attached below was sent to me very much later after the underwriting process was completed. They verbally told me it was going to be 3.25 % with 80 % LTV. They never once mentioned anything about 60 % LTV.
Company Response:
State: CA
Zip: 95136
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020, the debit card company, Direct Express, which handles my SSA funds, allowed a fraudulent charge to pass through them. I reported this to the company that day and ordered a new debit card. They, and I, had to wait 5 business days for the " pending '' status to close ( keep in mind the $ was already removed ), at a total of {$310.00}. The company which withdrew the $ is called XXXX and is located in XXXX, XXXX. The debit card transaction line is ridiculous. Hold for usually hours, and usually get hung up on 'accidentally '. On XX/XX/2020 they closed it and the $ was redeposited. On XX/XX/XXXX, however, they allowed the same company to do the same thing with my old debit card # and took the $ from the new. They refuse to give me their address to write a hardcopy letter to them for myself as directed by many sites regarding fraudulent debit card activity and which would also allow me to file a complaint with law enforcement. It's now XX/XX/XXXX. They told me on the XXXX that now I must file a report with them and that they were sending out a time-sensitive packet that I must complete and said that it would arrive within 3-5 days. It has not arrived and this information they 'need ' is due in days. I do not know who to turn to and I honestly need this $ returned. I can't even buy my medication or any necessity at present because of this fiasco. Can you please help me?
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Fraud by D .E AS IN DIRECT EXPRESS FROM XXXX - XXXX. IN XXXX D E. SAID THEY WAS THE ONLY OPTION SINCE MY MOMS CHECK AND MY CHECK DISAPEARED AND CALLS AND CONTACTS WERE INTERCEPTED MAIL REDIRECTED AND DIDNT RECIEVE OUR UPDATED I D, DOCUMENTS OR SECURED AND CORRECT FUNDS ONCE I AGREED TO THE CONSTANT BADGERING FROM D. E. TO USE THE DEBIT CARD FOR XXXX AND SOCIAL SECURITY SINCE THEN THERE'S BEEN THOUSANDS OF DOLLARS MISSING BEFORE AS THIS AND XXXX XXXX USE XXXX XXXX TO OPPRESS AND DESTROY MY FAMILYS FINANCES CREDIBALITY AND FREEDOM AND MY MOM WAS TAKEN FROM HER HOME IN XX/XX/XXXX, HORRIBLY XXXX XX/XX/XXXX IN XXXX XXXX XXXX XXXX HOSPITAL BECAUSE OF DE NEGLIGENTLY ENABLING ID THEFT. UNFORTUNATLY DE SEEMS VERY FRAUDULENTLY PROFFESSIONAL IF DE ALWAYS PREVAILS IN DESTROYING XXXX FAMILIES AKA VICTIMS EXTORTED FINANCES ARE BY D.E. INSIDERS AND CRIMINALS THAT WORK WITH DE. TONIGHT ANOTHER TWO VALID CLAIMS OF OVER XXXX DOLLARS MISSING FROM MY ACCOUNTS ARE BEING ERRONEOUSLY DENIED BY TEIR 2 AFTER TIMELY FILING BY FAX BY MAIL AND FAX AGAIN APPEALING TO UNJUST DIRECT EXPRESS.
Company Response:
State: CA
Zip: 93534
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: Us direct Express card My us direct Express card been lock out over 10 days I Been calling daily Monday thru Friday even sat website said there open 7 days a week 24 hrs a day XXXX daily no answering there phones daily can not talk to customers services about this long loud music daily no response period I went to XXXX XXXX to withdrawal funds my receipt said no funds available been checking online been lock out no customers services at all I can't even get my meds I need daily because of my health issues this is fair deal for anybody on social security or any benefits thru them having our money card lock up not fair either it's our XXXX money card shouldn't never been lock out I'm on XXXX monthly Please help me and let 's get my usdirect exspress card working asap
Company Response:
State: FL
Zip: 33714
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Direct. Express comerica bank direct deposit for government benifits is a very unprofessional thought it was a scam. Took 22 tries to get to customer service to talk to some one when card was stolen. Never asked me anout last charges no fraud dept. Said they were sending card 2 days 7 days no card called and called and called final getbthrough the card was never sent they cancalled card sent another one 2 day mail after a aweek using card it dosnt work cant use online purchaes gas staion etc. I call again card number invalid tell me to use. XXXX another scam company. What the hell i have a credit card with invalid number they tell me use XXXX are u serious. I had to order another card third card pay another XXXX to get it here in 2 days plus XXXX for replacement card. Its there fault they did something to my card worked then all of a sudden invalud card atm dosnt work either .complete unprofessional scam a bench mark card of us treasury
Company Response:
State: CA
Zip: 95351
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Withdrew {$1300.00} ( 4 Transactions, XXXX ) from Terminal XXXX XXXX XXXX, New York on XX/XX/2020 . Went directly home to divide $ for payments to creditors. Counted out only {$840.00}, Shorted {$480.00}. Went back to XXXX and I was told to call Comerica DirectExpress. After 2 requests to get required paperwork that I was told had to be filed, it took 15 days to receive. Faxed & mailed back on XX/XX/2020 and received form letter back dated XX/XX/2020 that it was determined no error had occurred. Requested copies of papers used in determination. Received just the paperwork I sent them. When I tried to contact Comerica DirectExpress to resolve this, I am locked out as Comerica XXXX has determined the issue closed. I have contacted XXXX of terminal XXXX and they have no inquiry from Comerica DirectExpress and can do nothing without Comerica DirectExpress inquiry. Sent affidavit of the facts to ComericaDirect-Express XX/XX/2020 with a 10 day response time or be in dishonor!
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Received government issued MasterCard for my 2018 tax refund. After the refund was used card became inactive, account closed. Approximately a year later the recent stimulus check was sent to that account/debit card. Instead of returning the money the bank establishment kept/deposited money. The only information I have are last 4 digits of the card number. I have tried to contact IRS and Treasury Department, no live represents to speak to. I have contacted MasterCard twice, no help yet they see the account. They referred me to XXXX to have a new card issued they claim they dont have records of me and sent me back to MasterCard. I am currently receiving SSDI, my benefits are deposited onto Direct Express card. I have been at 2 locations since 2018 tax season. So, treasury has outdated information but IRS has correct information. Im going in circles. I believe it was wrong to keep that deposit for an inactive/closed account, theft.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A