Date Received: 2020-05-16
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: My mom and I have spent over 20 hours this week on hold to activate her card and we keep getting disconnected. All her bills are late and getting late fees along with the fact she is XXXX, this Direct Express company Ive ever tried to contact in all my life. We need help ASAP. No answer for over 20 hours of being on hold and stuck with no way to access her money. My email is XXXX XXXX
Company Response:
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: After receiving a Stimulus check and my most recent Social Security Direct Deposit to my Direct Express card ceased to work with at least {$800.00} dollars still on it at the last time I checked my balance. The following when I rechecked my balance by phone which is the only way I have ever checked it, the process had changed by now asking for either my ss # or the entire debit card number. I responded in consecutive tries both ways. immediately on completion my call was cut off. I have been trying to reach them for more than a week, each time either being put on hold for as much as 2 hours only to be disconnected or immediately cut off. I have reported it to the Fbi, my local police dept. and the local XXXX TV station. In digging around the Internet ot try to find out how to reach Direct Express, I have only found 2 phone numbers and both react the same when I try to get information they disconnect after I enter the prompted requested information. In my looking for help on the internet I came across the XXXX XXXX XXXX XXXX XXXX of Utah, which lists 90 complaints nearly exactly or very similar to mine, that have been registered since late XX/XX/2019.
Company Response:
State: UT
Zip: 84105
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
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 purchased a tv from XXXX XXXX for {$120.00} off a XXXX ad. Around XX/XX/XXXX, I started to email the company and they didn't respond. Around XX/XX/XXXX, I received an email from them stating to wait patiently. I them opened a claim with direct express and was refunded the full amount on XX/XX/XXXX. On XX/XX/XXXX, Direct Express reversed the claim and debited my account for {$120.00}, purchase amount of tv. I asked to receive detailed information about the case reversal to which they sent a short letter stating that there was no error in the transaction. I have made approximately 15 phone calls and an appeal to Direct Express. before I get an answer regarding my questions, I get hung up on. It is obvious they refuse to refund my money even though I never received the product debited to my account nor have I received a refund from the merchant. Direct Express has shown no interest in resolving this complaint. It is for that reason I am asking for your assistance in recouping my stolen money as I am a XXXX on XXXX income. The states attorney has referred me to you and I have contacted the XXXX to make a claim against XXXX XXXX.
Company Response:
State: ND
Zip: 58554
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I have called to report the situation. Got the service request number filled sent back all papers to request refund of almost 100 from online purchases thro XXXX I didn't approve off of my social security direct Express card and at XXXX a month I cant afford to loose anything now I'm disconnected when I call 6o get answers
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited my income check on XX/XX/2020 at XXXX at a bank branch ATM. There was no disclosure that they would place a hold on my account. This has negatively affected me. I am not able to pay my bills, go grocery shopping, etc. I am now going to incur late fees due to this. I called into the bank to find out when my check will be released and they stated by XX/XX/2020. This is unacceptable. There should have been a disclosure on the ATM machine. There should have been disclosure on my receipt. Nothing. Not one thing in writing giving me an option to not deposit the check and taking it to the bank on the check to cash. If I would have been given this option, it would have avoided hundreds of dollars in late fees. Co-America Bank should be required to give dates of release and notification that a check will be placed on hold. Thank you,
Company Response:
State: CA
Zip: 92821
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: XX/XX/2019 COMERICA BANK, REPORTED ACCOUNT ABUSE on XXXX. I had direct deposit every other Friday on my account. The night before my deposits would hit they would access charges on the account. I have called them and they did credit some moneys back but it would continue to happen and no one in the bank could figure out what was going on with my account. I soon had to close it and get another account at another bank so that I would not keep getting those unknown charges accessed on my account. I then received an CLOSURE STATUS WITH A BALANCE OF {$330.00} THAT HAS BEEN ACCESSED ON ME. No one in the bank would try to explain to me where these charges are coming from. I would like this dispute reviewed and this be taken off the XXXX
Company Response:
State: TX
Zip: 76040
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/2020 - {$200.00} - unauthorized amount was removed from card {$100.00} -Unauthorized amount was removed from card Between XX/XX/2020 to XX/XX/2020 - I contacted the company to resolve the issue of the unauthorized withdrawals and nothing was done. A claim was not completed by the company until XX/XX/2020 by that date a total of {$1300.00} in unauthorized payments were withdrawn from my account. I have not been refunded any of this money despite my consistent calls and efforts. The only thing that the company did was to issue me a new card. The Company name is Direct Express I am a senior living on a fixed income and this is money from my monthly social security. The only thing that Direct Express advised me to do was to start an investigation by completing paperwork that they mailed out which I did. I sat on the phone for hours 1 to 2 during each call which was over 3 calls. They mailed a letter stating that they could not determine fraud occurred even though the unauthorized purchased appeared for the same location and a location that I do not attend. I also have a police report for this matter that has been reported to my local police department dated XX/XX/2020.
Company Response:
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I was XXXX from XX/XX/XXXX until XX/XX/2020. during that time my apt was broken into and.was robbed. My purse with my wallet, with all my cards, and my cell phone was among the many items that were stolen from my place i immediately called and reported them stolen and was informed that there was activity on them .I went and filed police report .I listed the cards that were stolen but was informed that I needed to call the banks the cards belonged too .I did so and direct Express sent me paper work which I filed out and faxed back I was then sent a response back denying my claim
Company Response:
State: NV
Zip: 89121
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I used my direct express debit card at a corner store at the ATM ... the ATM crashed at the end of my transaction and put an error message up ... the money never came out ... ..i told the owner of the store and he checked the machine and said the money was never dispensed ... I told him I KNOW ... but the money was already deducted from my account! He told me to call my bank ... .i then called the police and they advised me to call number on ATM ... ..i immediately did ... .they asked for my card number I gave it ... .they advised me the money was never dispensed ... .i knew that but couldn't understand why it was paid on my account ... i spent the next 3 days trying to get in touch with my bank which was impossible ... i finally got some one and they took my dispute ... .and told me I could get a provisional. Credit after paperwork was received. I thought problem solved ... then I tried to use my card for a simple purchase and it was declined ... i checked my account online and my card had a fraud suspension on it ... .at this time days later I have been unsuccessful contacting my bank ... .they won't answer ... i have been on hold for hours and hours and they won't answer they stole XXXX XXXX dollars from my social security money and they won't take my call ... .during this stressful time financially they took advantage of me ... .ive been ready about direct express on the XXXX website ... .and I'm shocked this fraud is perpetrated on hundreds of people!
Company Response:
State: TX
Zip: 77053
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: I XXXX XXXX XXXX am a current victim of identity theft which has been reported to the FTC since XXXX of 2019 i have had over half of my direct deposit from my government benefits come up missing off my card i receive SSI, I have taken all the steps to attempt to fix this with the company but they deny my disputes everything just this month I had almost XXXX gone I call to dispute it and they didn't do it told me I had to wait 5 days and with this XXXX I'm at XXXX thats been stolen from me. I have been informed by direct express that my card number was compromised and printed onto another card so thats how it was being used at a atm but now they are saying that's not possible and all I want is the money thats rightfully mine i mean due to the identity theft i can't even open another bank account.
Company Response:
State: WV
Zip: 252XX
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A