Date Received: 2020-04-30
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I find this very ridiculous that I don't have access to my own money because you guys wanted to put it in my mother name the prepaid MasterCard so I do not find it fair that I have no access to my own money please resolve this situation as soon as possible because I would love to have access to my own working hard money please and thank you also I do not want a payee either I would like to be my own payee because I'm also a human being who deserves her freedom as well and free speech of the United States of American. Also I believe everyone deserves to also have more freedom and also more money in their pockets as well I do not appreciate or find it fair that I'm struggling with my own money you guys are not being fair and you guys are giving me the end of the stick I prefer the the whole benefit not half of it thank you very much.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: In 2017, I opened an account with Direct Express, an operation of the U. S. Dept. of the Treasury, for the purpose of receiving payments from the Social Security Administration. The account was later closed after it was noted that a 'commission ' was charged on the money withdrawn, contrary to the terms of the agreement. On closing the account I notified DirectExpress that I wanted the balance on the account to be returned to the SSA. Instead, DirectExpress have pocketed the balance ( {$910.00} ) and have refused to respond to my phone calls or written communication for over 2 years. As a result, I had no option but to withhold the money from the IRS!
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: i filed a dispute on XX/XX/XXXX my account was frozen with XXXX left in it i waited for a new card to show up when it did i went to withdrawl my funds they were gone from my account wich was locked i couldntuse it or access it .tyhey wont even take my phone calls or explain where my money wentnow my stimulus check is due to go in tonight at XXXX im afraid that to will vanisheverything was fine until i called and got thru to someone on the XX/XX/XXXXwhile i was on the phone with them my funds vanished when i asked tobtransfer my funds to another bank i was denyied this isnot the first problem in a rather long ist of problems and illegal action by direct express twords meallowing a chargeback on a frozen account new account numbers that shouldnt have happened .i belive it is malicious and discimination on there part.i think someone needs criminal charges asnd i deserve mrenumeration for my losses due to there illegal behaviour i am also filing a report with the ag office of minnesota directexpressis responsible for XXXX of my money being taken from my account ive tryed calling there phone system hangs up my calls i have no recourse im on XXXX and cant take this kind of a loss. whatever you can do to help me please do help me. thank you .XXXX XXXX i belive this coverd most of it but the 30 hrs i spent on hold tryingto unfreeze my accountlasttime oi belive minimum wage is fair for my 30hrs on hold.
Company Response:
State: MN
Zip: 55118
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-28
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Direct Express bank has never corrected any disputes that I have filed with them. I have several cards with other banks and I never, ever deal with disputes that are not resolved in my favor. They treat everyone like they are criminals!! I made 2 purchases online for some electronics and never received the items. After being ripped off I did some investigating and found out it is a fraudulent company that is ripping people off. The dates of purchases are as follows : XX/XX/2020 {$54.00} {$68.00} The company name is XXXX Bank shows a name of XXXX XXXX as the owner and the person who stole those funds from me. I provided all this same info to the bank and I was never credited for those charges to my Mastercard! I filed the claim on XX/XX/2020 and was never credited for these charges. I have never been treated so badly then this bank does to customers. I am a XXXX American that receives XXXX payments from Social security. All my other cards and banks that I deal with has never treated customers the way they do. I am closing this account on XX/XX/XXXX, since social security can't update my banking until then. I'm sure you have had numerous complaints about this bank!!! I have other complaints, but will do a separate complaint.
Company Response:
State: FL
Zip: 34653
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-25
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XXXX XXXX someone stole my direct express card information and was able make fraudulent ATM cash withdraw in amount of {$780.00}. @ XXXX XXXX. I never bank with XXXX XXXX or I never use to get withdraw .They did not use my original direct express card. I immediately contact direct express to report it and call police on XX/XX/XXXX. Direct express told me they would send me out another card and a dispute form and that I had have it in by XX/XX/XXXX or claim be dropped, they send my bank card to wrong address and charged me XXXX $ again to send it to right address not fare. I didnt get letter until XX/XX/XXXX which was Friday so I fax information off XX/XX/XXXX, XX/XX/XXXX which was a Sunday .They said my dispute was closed because of a conflict & would send me letter to explain why? XX/XX/XXXX I got letter from fraud department stating my dispute or claim was close and if I want to further the investigation I need contact police. That made no sense because I contact police XXXX XXXX & send direct express police report, emails from police from department stating mistake was made in first police report and they corrected it and I email direct express that information. I almost email direct express information on suspect police is looking into who I think might have done this. The suspect has XXXX XXXX out on him now for XXXX fraud. The suspect lives 5 minutes from atm the money was taken. I also send police & direct express copy of my direct express card to show damage on card that I could have went they atm scanner thats how my information & pin got stolen. Direct express told me someone was attending to take money out my account XX/XX/XXXX until XX/XX/XXXX they did not notify me about fraud activities or close they account down that would of prevented them stealing my XXXX son money on XX/XX/2020. Due to coronavirus its been hard not feed my son, buy clothes, cleaning supplies, buy our prescriptions etc because someone stole only income I get a month which is my son XXXX check that was stole from us. Direct express is liars & fraudulent company who take Avantage of this XXXX customers, after waiting 2 hours speak someone they hang up on me, dont care if Im crying they be men and rude they lie me said your claim still open then next day its closed n cant be open. They are violating my rights I asked get copy of charges they was attempted to take out XXXX XXXX until XX/XX/XXXX and they emailed me charges that was taking out XX/XX/XXXX and it shows how they charged me twice for direct express card and refusing refund one of charges back. XX/XX/XXXX I got letter from fraud department stating my case was close but nowhere did in letter it state it was close n cant be reopen but when I call them they said its closed we not given your money back. I have never had dispute anything with them. I XXXX direct express and XXXX. This company has been under review for treatment they give XXXX XXXX people, I have contact department of social security and asked get my check in paper form. I dont care how long it takes direct express needs refund my money back because this money is federal funding they they promise us these cards are safe and are protected from fraud. Please help us. I wont stop trying until person who did this in prison and direct express refund our money back my XXXX son is The title to his findings by law
Company Response:
State: NC
Zip: 28217
Submitted Via: Web
Date Sent: 2020-04-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: There were 2 charges on my direct express card from XXXX, one on XXXX and one on XX/XX/XXXX, both for the amount of XXXX. I called and spoke to direct express to dispute the charges and was told a packet would arrive in 3-5 days. Nine days later i recieved the dispute form and faxed it back immediately. I called to make sure that the information was received an was advised that it had been and that my claim had been denied for " general reasons ''. When I spoke to XXXX they told me that the card was being used by someone named XXXX XXXX and that I needed to cancel the card because they could not block it from being used again. The business that took my money knows that it wasn't me because the name on the account didn't match the name on the card, but the rude lady at direct express touted that " a very extensive investigation with lots of research '' was performed. When asked what was used to back up the denial she had no answer. She then began to repeat the decision is final over and over when i requested to speak to supervisor.
Company Response:
State: OK
Zip: 748XX
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have a Direct Express Card I used the card to send my daughter money and then I took the money back off the card so it would have left me a balance of XXXX on there'sthen i heard XXXX missing off of the card. I called at that point to find out where the {$56.00} went they told me that I'd have to wait that it was still pending that have to wait 5 days. On XXXX 2020 I called to let them know that money was missing and asked where the money was in what company it was they told me something FL XXXX I don't know that company I didn't use the card my husband never used the card my kids are XXXX and XXXX they don't use my card the lady told me that she could tell that it was fraud based on looking at it and that there were three other ones and gave me three other dates that money was missing off the card is well their own company told me that it was fraud to begin with on the XXXX when I talked to her she told me that it was fraud and all I had to do is fill out a form in the money would be credited that was the phone call I filled out the form I sent it in now they're denying me telling me that it's from being online and it's a recurring online fee and I asked them where and they gave me letters it's not even a company it's a bunch of letters I asked where it was being used what those places are they told me they don't know they can't give me that information how can you not give me the information to where you sent my my card my money I went and talked to a supervisor after supervisor first they told me they couldn't even connect me with the people that look into it and then the next person said over why don't we connect you to the people that investigated it and they still don't know and still gave me yzq are whatever a bunch of letters okay and told me that it was from online I don't use my stuff and when I do use it for online I know where it's being spent when I use it online I use it for stuff like my Internet bill which is {$10.00} a month I use it for my electric I didn't use it for electric this month so where did this {$230.00} go they can't tell me all they can tell me is it comes off reoccurring and I even went and got a new card and now I'm going to make a police report.. I look up the places online and they're different domain sites so now they're telling me I'm paying online to own domains I'm an at home mom that does nothing I'm very sick I do nothing I don't own any domain I wouldn't even know how to get a domain I can't even get my keyboard to unstick on my computer my space key don't work and I couldn't even tell you how to undo my space kitty make it work. Totally switching to a different card as soon as I can had it not been so close to the beginning of this month I'd be switching it already I can't wait for my money to load to a new card or else I'd be kicked out of my house
Company Response:
State: CA
Zip: 95341
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XXXX of XXXX on the first my SSI benefits went on to my Direct Express card in about XXXX to XXXX a.m. LOL thresh transaction was made taking {$400.00} of my benefits and I only receive {$520.00} a month I went through all the steps by reporting and everything that I had to do I did that day that the money was unauthorized and taking off or out of my account. Then XX/XX/XXXX XXXX XXXX who is the answering service for customer service for Direct Express froze my Direct Express card that's the card that most people with SSI get their benefits deposited on I can not reach a live person I've even wrote to the oig US Treasury various people their social security department I've tried to reach condo and services which is the customer service number you have to call for Direct Express for any problem I can't even get anything to happen those companies along with Comerica Bank who holds all the money for the US Treasury for social security had or have civil lawsuits against them some people are having luck with getting their money back but I can not reach a person on the phone I need to have the account unfrozen and having a card sent to me and on XXXX there are groups for victims of direct express XXXX XXXX in Comerica Bank that I'll talk about their experiences some people have taken prepaid cards like XXXX or something like that to social security office and has it so security office call the XXXX XXXX the customer service and have them reroute the money back to social security office and then put it on your card but I'm getting the runaround and I have since XXXX of XXXX and we're almost in XXXX of XXXX that's all the money I have to live off of months {$520.00} so that hurt me I lost my home had problems paying car insurance getting medication going to the doctor everything lost a lot of a lot of my personal belongings my place to live was the most important I don't know what to do at this point I've done everything that I was supposed to do reporting the frog riding them a tizzy I've done it I'm getting nothing but brick walls and the runaround I would like to get a new card I'd like to social security office to have the money rerouted back to them because someone in another state on one of those websites that I was talking about victims of Direct Express in XXXX services they did that very thing but I took a card of the same thing to the local office where I live in XXXX South Carolina and the worker at the windows and they didn't do it so I know it can not be different from one state to another it's also security I need help and this pandemic has not helped at all and I've been trying for 5 months now to get my money back and that's almost {$1000.00} thank you so much.
Company Response:
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-16
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I had 2 fraudulent charges that were not made by me or for me on XX/XX/XXXX at XXXX XXXX. {$700.00} and {$50.00} at XXXX XXXX. as well as a XXXX fee. XXXX, live in Md. and some scammer listed as XXXX -PREPAID IN XXXX XXXX NV . -Looked up and CALLED -CLOSED CASINO-COVID. I was left with XXXX on XXXX, and no way to pay rent, phone, XXXX XXXX prescriptions, gas for rides or toiletries! Filed dispute-did everything asked of me, requested 2day Expedited card, dIdnt come, called Direct Express and with an open dispute they allowed the scammers to change my permanent Md. address to I assume the thieves address-XXXX XXXX XXXX XXXX XXXX Illinois XXXX XXXX! I paid XXXX promised reversal due to taking 9 days to receive,16 days later still attempting Denied!! They mailed me a questionnaire to fill out and return within10 business days. Id already faxed in all information. Questionnaire came 8 days later and filled it out instantly, took to P.O. walked it in and asked when it would arrive in Texas, they said Monday 2 days to spare! I called Monday morning XXXX to check on stat of new card reversal, I was given more runaround and told they had denied my dispute ( HAD NOT RECEIVED MY QUESTIONNAIRE YET! ) denied with NO APPEAL because the SAME thieves withdrew XXXX twice in XXXX that I had NO KNOWLEDGE OF and theyre trying to keep MY INSURED MONEY because I did not KNOW or REPORT the 2-XXXX charges from similar name- PREPAID!! I am DESTITUTE, these PEOPLE ARE GIVING ME THE RUNAROUND, I have done the so called investigators job and it is clear as day this is THEFT and they WILL NOT TETURN MY MONEY! Please HELP ME! No savings, alone, XXXX and no other income!! They even know they told me the thieves tried to withdraw money out twice the night of, but before XXXX XXXX when my money was expected as always and had been denied! I had had XXXX in my account for at least 2 weeks and would have NEVER TRIED TO WITHDRAW MONEY THAT I KNEW WAS NOT THERE!! That is ridiculous! This investigator needs to be fired, did not do even a little bit of work, totally useless!! Thank you!!! Help me please!!
Company Response:
State: MD
Zip: 21227
Submitted Via: Web
Date Sent: 2020-04-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I am the XXXX XXXX XXXX XXXX and trying to assist Mr. & Mrs. XXXX in collecting their money from Direct Express. Mr.XXXX is an XXXX year old veteran and has been deemed incompetent by the VA. His wife XXXX has been named his fiduciary. In XX/XX/2011Mr. XXXX began receiving service connection benefits from the VA. He had these funds deposited monthly to a Direct Express Card. Due to his forgetfulness he put the card up and did not tell his wife he was receiving the money. His wife did not realize what was going on until I began to work with them. These benefits have been accruing since XX/XX/2011but XXXX XXXX refuses to give his wife access to the account since she is not on the account. As per their instructions I sent XXXX fiduciary letter, marriage certificate ( wife ), birth certificate ( wife ), NC Drivers License ( wife ), copy of original Direct Express Care and VA payments screens. Direct Express said that was not good enough and hung up..Direct Express requested to speak to Mr. XXXX but he is in a memory facility and deemed incompetent. Direct Express is not willing to help at all!. I even asked how to add his wife to the account and they hung up on me. Any assistance you could give would be helpful. Mr. XXXX desperately needs these funds to pay for his XXXX home care. The VA is unable to assist because the funds were deposited correctly. For additional information you can reach Mrs. XXXX at XXXX
Company Response:
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A