Date Received: 2020-04-13
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Social security benefits are transferred to directexpress card. Direct express say they dont have my funds. However when I check by using my as number they have the funds. My card they sent me is a XXXX balance. So I'm having problem finding out who has the money. I have bills. I'm XXXX cant work. I don't have anymore money to get medicine or pay my doctor.
Company Response:
State: TX
Zip: 797XX
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My first time was on XX/XX/XXXX. Money was taken from a debit card. For XXXX at XXXX in XXXX, Il it was from my Direct Express Card then the next time, I had money come off my XXXX checking acct for XXXX. I believed my apartment has hidden camera because when trying to send emails I can't and the wall and floors tap is their anyway you can help me because this has happen several times I'm trying to move. Whoever is doing this to me is nearby. What do you suggest? Please help
Company Response:
State: IL
Zip: 60505
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I returned from a trip on XX/XX/2020 and found that my house had been broken into. My safe was stolen with all my documents, bank info, bank cards, social security info, birth certificate etc ... I immediatly called Comerica 's fraud department and they shut off the card. They asked me to go into the branch the next day to file my claim because there were so many debits from my account. I went into the XXXX branch on XX/XX/2020and Comerica ststed they had filed my claiim. I also filed a police report, the officer came to the house took pictures, I also filed a reoport with the FTC online and alerted the credit bureaus to put a freeze so no accounts could be opened in my name. On XXXX XXXX I contacted Comerica and asked about my claim and they stated that they had not entered the claim yet but it would be entered by the XX/XX/XXXX I asked why nothing had been done in 3 dyas she stated she had been busy. On the XX/XX/XXXX I recieved an email from Comerica that listed what appeared to be all the transactions from XX/XX/2020 thru XX/XX/2020 totaling {$35000.00}. Comerica would not provide me provisional credit during their investigaton nor would they provide me any information regarding the progress of my claim. I recieved a letter on XX/XX/2020 that was dated XX/XX/2020 stating that they were denying my claim for {$18000.00} because I failed to comply with Comerica 's Business and Personal Deposit Account Contract.Comerica stated that I did not inform them at once of the unauthorized transactions. I contacted Comerica on the XXXX 2020 and they stated they needed a copy of the police report. I sent the copy of the police report to them, and waited. Finally on XX/XX/XXXX I recieved another Letter from Comerica dated XX/XX/XXXX stating they were denying my claim of {$58000.00} for the same reason, that I failed to tell them at once. During this time on XX/XX/XXXX my account had been credited {$1000.00} from the fradulant charges. On XX/XX/2020 I was credited {$51.00} on XX/XX/2020 I was credited another {$56.00} and on XX/XX/2020 I was credited another {$450.00}. On XX/XX/XXXX I called Comerica and tried to get some explination from them regarding my claim. The representative told me that I should go into the branch and made an apt . for me for XX/XX/2020. I went into the branch to discuss this matter and the represenative at the branch called customer service and then told me I should speak with the Branch Manager. On the XX/XX/XXXX I tried to make an apt . to speak with the branch manager but she stated I needed to contact customer service. I contacted customer servie on the XXXX of XX/XX/2020 and they informed me that my account was closed as of XX/XX/XXXX and that I owed them {$650.00} becuase my account was overdrawn. She gave me the collections number for Comerica. I have found Comerica to be completly unhelpful in a time when the customer needs them most. I have asked them why they have denied my claim becuase I told Comerica immediatly once I found out? No response I have also requested documents they used to come to this determination? I have recieved nothing but the run around! I asked them to please explain how they can deny my claim if I am being credited money? They stated it was the retailers crediting money not Comerica. This makes no sense? Why did they close my account if I was still recieving credits? Now I have no chance of recieving any additional money that is owed. Why did comerica not refund any of the {$5000.00} in NSF fees they took from my account? Reading through Regulation E Comerica has violated several regulations set forth. I would like to settle this matter without having to get a lawyer.
Company Response:
State: CA
Zip: 94578
Submitted Via: Web
Date Sent: 2020-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Im on government XXXX and receives XXXX a month for the past two years now all of a sudden this might someone has taken {$430.00} out of my money for no reason and no one that handles my funds can you give me a reason why because everybody Ive talked to the attorney general and even Social Security people have no idea of whats going on and they keep just telling me its nothing they can do. I recently just had a XXXX XXXX XXXX and I need I have to pay for medicine and other expenses including my rent and now I cant even afford it and Im leaving the hospital here in within two days with no funds in order to pay my rent, Even the supervisors has giving me different stories on who has the money and what can be done pretty much nothing can you please help me.
Company Response:
State: TX
Zip: 75088
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
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 had my regular Social Security Insurance benefits deposited ( {$770.00} ) into my Direct Express card. At XXXX, MST, I withdrew {$200.00} from an ATM. I live in a certain western state and was traveling to another state later that night. When I arrived in the next state, I tried to withdraw another {$200.00} but the ATM said there was insufficient funds. Tried another ATM and got the same results. I then called the card and found out there were five unauthorized transactions on my card. Three of them had been done even before I took out the original {$200.00}. All five of them were done on XXXX XXXX, XXXX. I called Direct Express back and was put on hold for at least two hours before I finally hung up. Called back again at XXXX, now XXXX XXXX, XXXX. Was again on hold for one hour and 32 minutes, when XXXX finally came on the line. He tells me, " don't worry about it sir ''. He transferred me to the Dispute Dept., was put on hold again, but XXXX (? ) got on the line in just a few minutes. He issued me a new card that I was told I would receive in five to ten calendar days. He went through the amounts charged on my card and to what vendors they were charged to. Of the five transactions, only one had posted, while the others were still pending. He gave me phone numbers and told me I had to call the companies and try to stop the transactions.which were pending. He said I could only file a dispute for the one that had posted. He also informed me that he would be mailing me dispute papers that I would receive in three to five business days. I had to send those papers back to them within ten business days of original date I notified Direct Express ( XXXX XXXX, XXXX ) of the fraudulent charges. He also gave me a dispute number and a fax number to send back the filled out dispute papers. I ended up forgetting all about the fax number when it came time to return the papers. I was also told that I was to call back in a few days to see if the other transactions had posted so I could file a dispute on them. Here are the transactions : 1. {$49.00} at XXXX. to XXXX XXXX. This was the one that had been posted. 2. {$110.00} at XXXX. to XXXX 's XXXX. ( was later modified with a tip added ) 3. {$190.00} at XXXX. to XXXX 4. {$58.00} at XXXX. to XXXX XXXX XXXX ( again, was later modified with a tip added ) 5. {$29.00} at XXXX. to XXXX XXXX Numbers two through five were all still pending, so I began to call the phone numbers I was given. XXXX XXXX and XXXX were the only two I could try and stop since there was no number to call for XXXX XXXX XXXX, but I did find the location and was attempting to call the location at a time they might be open for business later in the day. Was not successful getting ahold of them. I talked to XXXX and was successful in getting that transaction to not get posted. XXXX XXXX was a question mark. Not sure that one was going to not get posted. I was rather taken back by this whole approach to this process of having the card holder having to call these vendors to get them stopped. I assumed that was a process reserved for the card company. I was certain that I had caught all these charges quickly enough that Direct Express could have caught the thieves red-handed. Apparently not a capability of this company. XXXX was more likely to nab the thief because they were not going to suspect that the sale had been detected and hence thwarted. Plus, they had an address for the delivery, however I was not informed what happened after I contacted them, even though I let them know that I would be willing to testify in any court case. On XXXX XXXX, XXXX, ( XXXX. ) tried to call Direct Express to find out about the other amounts to see if they had posted so I could dispute them but was unable to talk to anyone due to them cancelling my card and I had yet to receive my new one. A recorded message said my new card was sent on XXXX, XXXX and I would receive it in five to ten calendar days. So again, there is a problem with their process. How can I call them in a couple of days to dispute the other amounts if I have no new card yet and their computer system won't let me past the recording? Finally, 18 calendar days later, I received my new card on XXXX XXXX. Prior to that, I did receive the dispute papers on XXXX XXXX. That was six business days, not the three to five I was told it would take. So now I'm worried that they won't get back to Direct Express in the ten business days from the original date of my dispute. By this time, I had forgotten I was given a fax number to send them back by. I made copies of these forms, but currently can not find them. Due to the Coronavirus, my wife and I are doing some much needed house projects and things are everywhere right now. I am not too worried about them because later on, while talking to a supervisor, she verified those papers with the other amounts on them. More about that later. Anyways, I filled out the papers and on the form, I was asked if there were anymore amounts that I needed to dispute, so I filled in the other four amounts. At the time, I was unaware that the two XXXX XXXX XXXX charges had been posted at a higher amount due to a tip being included. I could not have known that because I still had no new card and couldn't get through to Direct Express. The very next day, I went to the post office and paid an extra XXXX dollars to have the forms sent back within three days so as to make sure I made the deadline. XX/XX/XXXX, the day after I received my new card, I called to find out where my claim stood and spoke with XXXX (? ). Can hardly understand anyone who answers the phone, much less their names. Found out for sure that the XXXX transaction had been refunded to my account, so I immediately took out all I could at an ATM just in case my new account got hacked into. This is when I found out that the XXXX XXXX XXXX transactions had posted for more. I was rather irritated that these were still processed despite my notifying Direct Express the very day they happened, not to mention they were posted at a higher amount than originally appeared. Was told that was their policy. XXXX passed me on to the dispute dept again. Before she did that, she asked me for my email address and my ATM transactions to verify it was me. I asked that my wife be the one to speak with anyone because she had all the details and handles this stuff better. XXXX gave permission to my wife but put me on hold for 17 minutes. XXXX XXXX (? ) asked for my social security number, full name, date of birth, address, and phone number. She said my address was not listed as being tied to this account. Neither one of my email addresses came up tied to the account either. Somehow, my new account got hacked into while I was on hold, and my address was changed to somewhere in the southeastern United States. So without being able to verify my address as being tied to my SS # or my name, I could do nothing, so I ended the call. Tried calling back at XXXX. and was told wait time was 30+ minutes. Ended call. Called back at XXXX. and was hung up on. Called back at XXXX. The wait time was now 45+ minutes. Finally gave up until XXXX, hoping at this time I could get somewhere without having to wait forever. This was on XXXX XXXX, XXXX. And thankfully, XXXX answered right away. At this point, I'm a bit frantic because they can't verify my identity and I barely used my new card and it has been hijacked again. XXXX sent a verification code via text message and we got that all cleared up. Nothing had been done to my new card, but there were several attempts to use my old card to places like XXXX XXXX, XXXX XXXX and XXXX XXXX. From there, I was transferred to the fraud dept. and was on hold for about 15 minutes before XXXX answered. I asked him if the other three remaining transactions were included in the dispute yet and was told they were not. XXXX said " a provisional credit could show up at any time ''. Also told me my '' dispute papers were received on XXXX XXXX and that they were being reviewed now and seeing if they will issue provisional credit ''. Told me about the different equipment used to steal card numbers and information. Told me it was good that I did not use my card for online purchases. He then said to call back on XXXX ( this was XXXX now ) to see what updates there are from the investigators. ****When I asked him if I was going to have to send in more paperwork for the other amounts, he told me he would transfer me to the Dispute Dept to tell the investigators and they will add these amounts to the dispute. He then gave me confusing and conflicting information when I told him I had already told the investigators those amounts. XXXX decided I did not need to be transferred to the Dispute Dept. after all. He asked me if there have been any more transactions since we reported them on the XXXX of XXXX. I said no. He told me " the investigators will see the other transactions and that they will add those to the investigation. '' Told me that " dates were not that important, that they were just guidelines. They don't go by their own rules and it could go however it works out. The investigators will figure it out. '' Also added that " there is no date or specific time I will get a provisional credit, but to keep calling and checking back on the account. " **** I was more confused after talking to XXXX so later on in the day ( XXXX XXXX. ) I tried calling Direct Express again but could not get through. Next call was on XXXX XXXX at XXXX. XXXX XXXX (? ) and immediately asked to speak with a supervisor. He tried to ask me what the problem was but I just insisted on a supervisor. By this time I had done some major research on my rights and found the Electronic Fund Transfers Act and so I knew that there were timelines in which I was to be credited provisional amounts during a dispute, along with a plethora of other information on my rights as a card holder. None of which I was being granted by Direct Express. Anyways, a Level Two Supervisor got on the phone after waiting 15 minutes. He wanted to verify my account so asked me some security questions. The second question he asked me was what the color was of the XXXX XXXX I had. And I asked " which one? '' because my wife still has her old XXXX on the property and she drives another one. He would not give me a year on the vehicle so I had to guess. Then the next question I misunderstood him and so answered somewhat incorrectly so he said he would not verify me. Ended up wasting 30 minutes of time for nothing. Called back at XXXX. and got someone who had very poor English and could not understand a word he said so I just hung up. Called again at XXXX. and had the same thing happen. Called once more at XXXX. and again asked for a supervisor but was on hold for about 17 minutes and no one had answered so I just gave up for the day. This is how it is constantly when I call them. Wait times are anywhere from no time to over two hours. Doesn't matter what time I call and I have tried every time of day. Or I finally get through only to not be able to understand a word the person says because his/her English is so poor. Many times I will be on hold and get hung up on. Too many times to count this has happened. The next time I called, the call lasted two hours and one second shy of seven minutes. XXXX XXXX (? ) and again asked to be given straight to a supervisor. On hold forever and talked to someone who did not say their name very well. I asked if I could let my wife talk for me and they said yes. First, they asked me for the dispute #, but I never got one on any of the correspondence they sent me. My wife talks to the guy and he found the amounts we have been inquiring about for the last month and a half. He puts her on hold so he could look for any updated info on the three amounts. He found nothing but says he will note it on the dispute for the investigators. My wife got mad and demanded something be done so he put her on hold again for about 45 minutes. That is when XXXX in the Dispute Dept. got on the phone. She asked if I wanted to file a new dispute, and explained that was all she could do at this end. She said that if I filed a new dispute that I would be starting over from scratch. I said I did not want to do that so she said I was in the wrong dept. She only has record of the one dispute for {$49.00}. She wants to transfer me to customer service again. She says I have to tell customer service to tell the investigators that we included the other transactions on our paperwork. ****Celeste said that " when we filed our paperwork we put down the other amounts so they were informed that way. They should have been added to the dispute. The dispute is still pending, so they ( customer service ) need to tell investigators to add the other three amounts. " ****Again transferred and put on hold for 18 minutes, then XXXX answered phone. Again asked for supervisor and again put on hold. XXXX XXXX or XXXX. Claimed she was the top supervisor. Gave permission for my wife to talk to her. She asked for the three amounts ... again we go through this with yet another person. She wants to file a separate dispute. My wife so no way are we doing that because we have already filed a dispute on those amounts. We already filed that paperwork and those amounts were on that paperwork my wife told her. She puts my wife on hold to look for that and gets back on phone and surprisingly finds those amounts on the papers we filed back in XXXX. She says she is writing down the other three amounts for the investigators to add to the other dispute. Then my wife starts demanding that we get our provisional credit and that we should get it today. This lady tells her that she can not provide the provisional credit immediately. Says that it is not 100 % guaranteed. My wife disagreed with her. The next time we called was on XXXX XXXX at XXXX. and was again on hold forever and hung up before ever speaking to anyone. We have tried several times since then and each time the wait times are 45+ minutes or we get through then get hung up on. I have been recently dealing with setbacks with my XXXX and have been focused more on those issues than I have been on this issue. However, I am now doing well enough and with the lockdown I finally have had the time to sit down and write this lengthy complaint. The last time I spoke to a real person at Direct Express was on XXXX XXXX and it was that supervisor who claimed to have taken care of the remaining transactions to be added to our dispute. She said it would be taken care of, yet we have not heard anything from them. There has never been any provisional credits done for these amounts either and I do believe I have interpreted the Electronic Fund Transfer Act correctly and therefore believe that Direct Express has violated my rights according to this law. If they want to try and tell me that I am past the deadline for these amounts I will say that they can go back to the very day these occurred and see that we informed them immediately and also filed all paperwork correctly regarding these amounts. This money is very much needed, especially now during this virus crisis. I would like to see my account credited for these unauthorized charges and I would like to see this done soon. Now that I have all this extra time, it will be amazing what I can do to get some attention to what I have had to go through with this company. It is a shame that the government has picked such a poor customer service oriented company to supply money to those of us unable to make an income due to health issues. The finalized amounts in question are as follows : 1. {$130.00} to XXXX 's XXXX 2. {$83.00} to XXXXXXXX XXXX XXXX 3. {$29.00} to XXXX XXXX Grand Total of {$240.00} I did have the original amount of {$49.00} credited back to my account and the case on it was closed. A letter sent to me on XX/XX/XXXX informed me of such. Also of note, when you call to follow up on a dispute, the phone system asks for a SR #. If you can not provide an SR #, you can not access that pathway when calling. On none of the correspondence from Direct Express was there an SR #. The dispute # does not work in its place either. I believe they are just trying to wear down people and make things extremely difficult so people will just give up. That is what has felt like to me this entire time. A lot of misinformation, running around, endless hold times ... these things are meant to irritate people.
Company Response:
State: WY
Zip: 82604
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
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/2020 at fraudulent transaction of {$2000.00} was charged to my direct express debit card by a company called XXXX XXXX in XXXX, ny. I have never heard or dealt with this company prior. I am in XXXX in XXXX for health issues. I tried called direct express XXXX numerous times and can't get through, also sent several emails, with no response back.
Company Response:
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I got a new debit card a week ago. I've called the number on the " sticky '' on the card to activate it many times now. I get a recording stating that my card has been mailed and delivered - no option to activate. After trying 3 phone numbers trying to get a human I'm told ( by recording ) that there's a longer than average hold time. Soon after this they disconnect. I understand limitations due to COVID. However this has happened a few times before COVID even hitting XXXX. I call for days ( in the past ) and wind up getting a human at about XXXX XXXX. Also, my wife banks with XXXX. They have humans manning the phones. Why not US Direct Express? I got paid on XX/XX/2020 and have been trying to rectify this over and over on a daily basis. I filed a complaint with the XXXX. They determined that it was a valid complaint and forwarded the complaint to US Direct Express but they allow 30 days for a resolution. I can not wait that long. I'm not a litigious person. I've never sued anyone. If I could speak a person at US Direct Express I would assure them that they could count on a law suit. Their actions ( or lack of ) are reprehensible. COVID DOES matter to me! I have over {$1300.00} in that account but am unable to buy food, medications and necessary sundry items. I can't pay rent or anything else. It strikes me that it would be a good thing to be able to eat this month.
Company Response:
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX XXXX is using her XXXX account to excise tax with direct express under my identification information she scam artist that works for XXXX XXXX XXXX she a XXXX and XXXX XXXX XXXX for the Social Security she also as a major for XXXX XXXX XXXX XXXX she charges debit too my credit account and entering my apartment illegal this is XX/XX/2020 XXXX and XXXX
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My troubles started on XX/XX/2020 I went to the local store to check my balance at a ATM machine inside the store I only wanted to check my balance to see if my benefits had arrived they had it was {$780.00}, the store that I was in will give you {$20.00} up to {$20.00} back in cash I need it {$40.00} therefore I decided to purchase a few items 2 x my first purchase was 2 sparkling Waters at a dollar each week is {$2.00} and I asked the {$20.00} back, I use my card approve the amount of {$22.00} put in my PIN number and was approved, I'm still in the store is less than 10 minutes for my second purchase wake was a pack of cigarettes 1 malt liquor and some type of candy my total came to {$38.00} and some senses I approve them out put in my pin card and my purchase was declined I tried again and my purse was still declined, so I went back to the ATM machine that's in the store to inquire on my balance XXXX why we was denied or declined so I went out of the store to another store a couple of blocks away XXXX I tried to use my card on the ATM machine and it was declined stating that I temporarily did not make this transaction. I walked back to my apartment and discussed what happened to my money what's wrong with my card so I called direct Express and waited approximately 35 minutes before one of the agents came on the line the process in order to speak to an agent is 2 in your card number your PIN number your balance will be quoted and the last deposits that were made after which you have the option to use more services my option speak to a agent I don't remember which option I chose but I know it was one that led me to a agent, when the agent answered the phone I explained to him my problems, the agent responded by saying that my card had been blocked put on hold locked not by its agency but by MasterCard and that it would take a 24-hour. Of non-usage of the card before I was able remove the block with that was placed on my card I asked XXXX why would they put a block on my card he explained to me that using my card in the store twice to get money back looks like a fraudulent act of someone trying to get money off my card, I explained to the agent that there's nothing froglet fraudulent and me trying to get money off of my card he explained to me what it looks fraudulent to us I asked the agent is any way that you could get the lock off my card he explained that MasterCard is the one who put the lock on and that I would have to wait 24 hours from the last attempt made to withdraw funds off the card, I was unsatisfied with this so I called MasterCard, MasterCard answered the phone within a reasonable time 3 to 5 minutes, I explained to the agent the problems I was having and that direct Express conveyed to me that you that your company put a lock on my card, did I was speaking with explain to me the day do not do such actions with direct express that I would have to call back to direct Express, which I did and this person came on the phone 48 minutes later after I gone to the procedure did I explained earlier, I explained to the agent the problems I was having and that I spoke to MasterCard and that they could not and would not place a hold on my card, the agent explain to me that the card had no lock or hold on it and that I could use it. By the way each time that I called direct Express no matter what I entered to speak with an agent my car was always transferred to the fraud division ask to change my PIN and was referred to the floor division keep that in mind. I was somehow disconnected from the call and had to call back this time I wake I believe was 38 minutes before answer, after the agent answer the phone, I explained the problems I was having using my card and that I just talked to MasterCard and they explain to me that they would not put a hold on my card, the agent explain to me that my car does not have a lock or hold on it and that I should be able to use it and that I should go back to the store while she was on the phone to verify my usage of the card I would have to use the chip reader, so I walked back towards the store at which time my phone unbenounced and unaware that me had died because of low battery so I can turn you to the store and tried to ATM machine to see if I can get a balance I couldn't not, so I went back to my apartment, and call direct Express again after going to the procedure and waiting this time I believe for 48 minutes an agent came on I explained to the agent the problems I was having and that if I was able to talk to a supervisor after questioning me on my identity through questions and answers the agent inquired upon my account and explain to me that my card should work and that I should go back to the store and that he would hold on the phone until I went to the store to use my card and that I would have to use the chip reader so I went back to the XXXX purchase one item inserted my card in the chip reader and it would not be accepted the agent was still on the phone at the time and I'm explaining to him that the the chip reader would not accept the card, he insisted that it worked and that I should try again so we did the car did not work it was declined, the agent then explain it to me that something must be damaged or wrong with my chip and that he could send me another card I knew that would take at least three days expediently and that I would have to call pay for the cost, I explained that to the agent that I would have to wait 3 days and pay cost and why am I being penalized for something that they did by putting a lock on my card XXXX XXXX to waive the fees and send me another card, I asked if there was any other alternative so I might have getting my money right away he explained to me that I could go to the bank in the morning and use the banks chip reader and that I can get my money off the card so I did that in the morning around XXXX XXXX I left my apartment and got on the bus to go to the bank I used to bank machines or ATMs that of XXXX and that of XXXX XXXX in both cases actions were declined stating that temporarily this action can not be completed now it is the morning of XXXX XXXX so I go back to my apartment to call direct Express once again it is taking me this time 53 minutes before agent answer the phone I asked the agent if I can talk with a supervisor to explain the problems I've been having I never was directed in speaking to a supervisor instead the agent insisted that the card should work and that there was no no block or a hold on my cardon my card advise me to change my PIN and that I should be able to use my card, I explained to the agent that they had put a block on my card and I'm not able to use it the agent insisted that they had done no such thing and I should be able to use my card that I should first change the pin number I tried this and tried to 4use the card afterwards and the car was decline stating that that action temporary could not be completed try later my frustration was at a point a boiling over, I asked the agent to speak with a supervisor and was not granted the choice instead I was giving more XXXX in order to shorten the story and move on I had attempted 18 * speak with direct Express in this matter, with no resolution to the problem, so my next step was to call MasterCard explain the situation and see if I were able to get any assistance the agent answer the phone when the reasonable time at 3 or 5 minutes I explained to the agent the problems I was having, they can explain your Master card could not do much but referred me to a number that I could get through it at this time calling direct Express to try to talk to anyone was impossible after emptying my card number the proper way to explain to me did I should try later and hang up so the agent at MasterCard gave me another number to direct Express that I should try I tried the number accepting my card number and pin number and transferred me over to the fraud division I guess of direct Express, I spoke with the agent again of direct Express and explain to the age of the problem that I was happy the agent explain to me at this point did I need to send in documentation to verify that I am the person who is the cardholder, that did not sit well with me first of all it was costing me more time and I explained to the agent I should have to explain or verify my identity you have been using your method of answers and questions to identify me why now anyway to make a long story short they asked me to send a picture ID and some other documentation I did it add a protest and frustration they got to me back right away by email this site was usdirectexpress.com, I sent the documentation that they ask for at a protest and received a reply from them I also sent another letter to them out of protest of more documentation I also demanded {$1000.00} a day of them for siege it for everyday that my benefits were denied because of seizure of my card I think that's the Gest of it.
Company Response:
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Hi. On the XXXX of every month I receive XXXX benefits.On XX/XX/2020, someone took XXXX dollars out of my U.S . DIRECT Express debit card.I am still upset over it. I contacted them and, gave me the runaround.I have no idea how they did it.Please help me.Thank You.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A