Date Received: 2020-04-03
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I'm a XXXX veteran and have been using Direct Express ( DB ), Comerca Bank ( CB ) Card, which treasury department sends electronic deposits and I been using DB for many years but trying to close and transfer balance of {$19.00} to new bank but CB automated system is denying because it's less than {$20.00}. I have already had Treasury department sucessfully send my new deposit to XXXX XXXX XXXX XX/XX/2020 therefore they have my cheking and routing number but now CB is making difficult and creating obstacles to people with XXXX to close account and worry they may be intentionally doing this so they can keep balance. I agree to pay any fee 's to transfer but they're automated system deny 's us that option to transfer and request they comply with ADA and change their internal automated XXXX Customer Service system which can be simplified and accessible 24/7-365 Days a year.
Company Response:
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Problems started XX/XX/2020 when I noticed I did not have a pending direct deposit that was supposed to go to my bank Direct Express I called them on XX/XX/2020 and I was informed that the deposit was made but no funds were available in my account and I did not have any holds or suspensions on my account. I was told the funds would be available 2 -3 days after received at their bank, I disputed the statement because normally after funds are released to bank, they are immediately made available. I was informed by Supervisor XX/XX/2020 that the problem was with the Dept of VA who is paying agency. Spoke with VA and they explained in, full detail the direct deposit process ... .funds were released from Dept of Treasury on XX/XX/2020, approximately 4-5 days after the funds will then be released to your bank granted that you don't have any holds or suspensions, which in my case I did not have, bottom line is this bank has a 1 rating with XXXX and has generated close to 1000 complaints regarding same issue I am having and the government and FDIC are doing nothing to protect and guarantee we will retrieve our funds
Company Response:
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020 at XXXX XXXX I used my Direct Express Card at a XXXX XXXX drive-thru ATM to withdraw {$800.00}. It did not dispense my cash and on my receipt it clearly state that it can not dispense my cash at the time. I have called Direct Express and XXXX XXXX every day since the transaction and have gotten nowhere. I have called Direct Express and they gave me a fax number to send them a letter in any kind of proof. That was faxed to them on the XXXX of XXXX with proof of a receipt stating it did not dispense my funds. Anytime you call Direct Express you get hung up on or they tell you you have to wait 90 days. Why should I have to wait 90 days when I showed them proof that XXXX XXXX statement clearly states that it did not dispense my money I don't understand why I can not be credited back my {$800.00} which is for my rent on the XXXX.
Company Response:
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I am social security number XXXX receiving social security XXXX benefits under the United States of America social security administration since XX/XX/XXXX. The purpose of this complaint is report theft by Direct Express Payment Processing Services with advertising address of XXXX XXXX XXXX XXXX XXXX Texas XXXX in the months of XXXX to XXXX of year XXXX ( estimated {$1500.00} ).
Company Response:
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
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 funds were paid to XXXX XXXX for {$21.00} on XX/XX/2020 funds were paid to XXXX XXXX for {$21.00} and on XX/XX/2020 {$59.00} was paid to XXXX I provided documentation to direct express that I canceled these accounts but direct express did not credit my account.
Company Response:
State: CA
Zip: 935XX
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I had 4 fraudulent charges were made against my Direct Express debit card on XX/XX/2020, which i get my government benefits sent to each month. All four transaction were international orders placed against my card. I believe there has been a security breach. 1. ) XX/XX/2020 XXXX XXXX, XXXX {$3.00} International purchase fee 2. ) XX/XX/2020 XXXX XXXX, XXXX {$98.00} Cash purchase 3. ) XX/XX/2020 XXXX, XXXX {$.00} International purchase fee 4. ) XX/XX/2020 XXXX, XXXX {$46.00} Cash purchase
Company Response:
State: TN
Zip: 38122
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Checked transactions at a time in between an old card and waiting for new one because of this suspect activity.I dont recognize any of these companies or the charges.Ive not recieved any product from any of them. Ive tried to reach out to them but i dont know who they are. The bank had 1 number to call. The phone is disconnected. bank has said i entered into 1 agreement. Wheres my product they charged me twice the same day. The bank has declined my request for refund. This is all fraudulent. The Bank is Direct Express The company 's that charged my card are XXXX FOR XXXX ON XXXX XXXX XXXX XXXX XXXX FOR XXXX XXXX XXXX XXXX XXXX FOR XXXX ON. XXXX XXXX XXXX XXXX 2 CHARGES FOR XXXX AND XXXXON XXXX XXXX
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I would like to express my concern on behalf of my mother. I am her Power of attorney and sole care provider. I am in desperate need of assistance. I have been trying to get this resolved since XX/XX/XXXX. I have spent at least 20 hours on the phone with your company and each time, Im finding that I am getting nothing resolved. My mother is a XXXX year old widow. Who is 100 percent XXXX. She has XXXX XXXX, XXXX and is XXXX XXXX She is not mobile due to her condition. She is depressed and frustrated during this process. It is an inconvenience for her to travel or deal with her own personal business matters. This is why I am appointed to do this for her. I am very disappointed with the way her situation is being handled. I am in disbelief in how unprofessional this company has been from the beginning and I am taken back that elderly consumers can be taken advantage of. Normally, my mother makes transfers two to three times a year from her Direct Express account to her personal XXXX XXXX account. This is where our issue begins with your company. XX/XX/XXXX-My mother and I went to XXXX XXXX XXXX at XXXX XXXX., XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, Ca XXXX. I had to take time out of my day with my kids to transport her in her wheelchair. We attempted to transfer the amount of {$2000.00}. Prior occasions the transfer amounts were {$4000.00}, sometimes more. We went to the teller and he explained to me that we couldnt swipe the card again for this transaction because it was declined. However, if we needed a minimal amount that day we can use the ATM machine. We were advised we needed to wait one whole business day. Per their policy. We continued to follow through with withdrawing funds this time trying to get {$200.00}. At this point we realized there was something terribly wrong. If a minimal withdrawal of {$200.00} was declined, then there was a HUGE problem because this account should have over the amount requested. Once the transaction was complete, we were notified that this transaction was also denied. At XXXX the same day, we went home to contact direct express. I attempted to call. When doing so, the automated system made us aware of the account balance of {$100.00}. Then the automated message stated there is a High call volume. Then, I was disconnected from the call. I asked my mom if she had an online account set up. She is elderly and is not computer savvy. So, she wouldnt have the first clue on how to set up an online account. With her permission she assisted me in creating one for her on this day. After we attempted to set up an online account. The website would not allow me to create a new account due to one was already established. We panicked because we were not the ones created this online account. Frustrated and lost, I saw on direct expresss website that you can download an app. I did that, and created an account through the app. And this is where we discovered all the fraudulent charges from XX/XX/XXXX to XX/XX/XXXX. I was able to review some transactions. At that point there were pending charges, and we cancelled the card. Around XXXX the same day, I attempted to call Direct Express again. I do not recall the representatives name that I spoke with due to being on my cell phone with the Merchant from XXXX XXXX at the same time. I spoke to a representative name XXXX from accounting who told me that XXXX XXXX and a XXXX XXXX is who booked the hotel and charged the room. There were numerous charges to this hotel. I told the representative from direct express the situation, while trying to explain the same thing to the merchant. I was in tears at this point. The representative apologized for what was happening and said they would transfer me to the fraud department. I spoke with someone in fraud. We combed through 25 transactions. We got to the 25th transaction and I told the rep my phone was running out of battery and requested that he call me back on my cell phone. Before I could give him the cell number, my phone died. He kept insisting he was going to call me back and he never did. I tried to call back again was irritated at this point because because I did not have a new card to input into your system to get to a Customer Service Rep. I had to wait another week and a half to get a replacement card. Your system would not allow me to speak with a live person without a card number. On XX/XX/XXXX, I finally received the card by mail ( card ending XXXX ). My mother activated it. We proceeded to try to get in contact with your company. To Re-explain the situation. This time I came in contact with a VERY rude individual. I was so upset I didnt even get her name. She put me on hold for about 50 minutes. I talked to a nice lady in the fraud department and she put me on hold so that she can document all the fraudulent charges. She was so polite and kept checking in on me, due to how long I was holding. She explained to me that there we NUMEROUS fraudulent charges. She advised me of the process. I would be receiving a letter in the mail shortly. The transactions needed to be written down for dispute. I can either mail documentation in, or fax it all in. She told me fax would be more convenient and quicker. They planned to do a provisional credit to my mothers account in the incorrect amount of {$24000.00}. Less than 24 hours later they reversed the credit. I called them again, questioning them on what took place. My mother was really upset because she thought this nightmare was over. And we continued to get the run around. I received a letter in the mail saying that there was conflict found during their investigation. They were unable to confirm fraudulent activity. This is incorrect. They tried to accuse me of having access of this card. This was VERY offensive to me. This card never left my mothers purse. I care for my mother 24 hours a day. I have XXXX kids and a XXXX of my own. We do not travel. Period. It is pretty obvious that a XXXX year old lady didnt XXXX to XXXX to charge her direct express account. Also, there were charges to a prison, and random charges that could not possibly be made by my Elderly mother. XX/XX/XXXX, I filed a police report with the XXXX Sherriffs station. The report was filed with Deputy XXXX. Report XXXX for grand theft ( fraud ). I was called once from the Deputy. I tried to reach them back and was not able to reach anyone since. XX/XX/XXXX another attempt to get this resolved. I got in contact with XXXX, who said he did not have a direct line but had a badge number XXXX. I was on hold for 45 minutes this time. XXXX was really helpful. He explained to me that the dispute was denied because the month of XXXX was not included in the documentation that I submitted. I sent in 16 pages with the dispute and it included every single fraudulent transaction. XXXX and I, once again combed through the transactions. He told me that the fraud department denied the claim because there was a notation that a in person transaction took place. While going through the statements he agreed that there were no in person transactions. He was puzzled and taken back. He told me that once a case is denied we can not appeal the decision. However, since XXXX was not included, he told us to try to re-submit for XXXX and they can possibly re-open the prior decision. Which, I realize was something he said to get me off the phone. He promised me that he would mail me paperwork for XXXX dispute. I have to this date, not received anything. He even told me that I needed to contact each merchant and investigate this on my own. As if I didnt have a life of my own to tend to. I begged him to give me a LIVE person to speak to in the fraud department. He said there was no one we can talk to. I asked if we could speak to the individual who denied the case. He continued to tell me there was no one. So, I asked for his supervisor, or anyone above him to assist me. He said that they would call me in the next few days. To this date, I have never received a call from XXXX supervisor. I never received a call from the Fraud department. My next step was to contact my congressman. I came in contact with the receptionist. They advised me that someone would call me in 2 days. If I didnt hear from them in two days. Keep trying. Still no response. Still getting absolutely no where. And no one cares! I was instructed to contact Federal Trade commission, I filed a complaint online with them on XX/XX/XXXX. On the same day we called XXXX to place a block and alert her report. From here, I was instructed to contact Consumer Financial Bureau. I got in touch with XXXX. XXXX was amazing and stated that its obvious fraud and gave me the steps to follow on filing a complaint. This is where I am today. During this WHOLE process we discovered that {$34000.00} was fraudulently stolen from my mother vs {$24000.00} that we originally from the beginning. Old Card number used for fraudulent activity is XXXX XXXX XXXX XXXX. Im just trying to understand why this was allowed? How can your company get away with this? Will it take me going to the media to get this resolved? My mother was a XXXX XXXX for 30 years. Her hard earned money was taken from her. You neglected to protect her funds. Any legal establishment would have let us know about large amounts being charged. Why didnt anyone stop this? PLEASE HELP ME GET THIS RESOLVED! Thank you in advance for all of your help. Please contact me if you have any further questions. I will attach any documentation requested. *******IF YOU REVIEW STATEMENTS YOU WILL FIND THAT MY MOTHER ONLY MAKES A FEW TRANSFERS A YEAR. IN XXXX SHE MADE ONLY TWO TRANSFERS. THEN FROM XXXX TO XXXX YOU WILL SEE RANDOM CHARGES FROM ALL OVER THE WORLD THAT COULD NOT POSSIBLY BE MADE BY HER******* PLEASE LOOK INTO THIS- IT'S OBVIOUS OF FRAUD.
Company Response:
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: On XXXX XX/XX/2020 my direct express card was locked. Upon calling them i was informed my account is locked due to fraudulent charges and they could not give me any information as to why it was locked. Ive called back sat on hold everyday the last 6 days for 2-3 hrs for np one to have answers. There is nothing fraudulent on my account the right amount of money was deposited and they will not release my government money nor will direct express provide me with any information about my account nor the person/people Ive spoke to. Direct express employees refuse to provide me with any proof of who they are and why they are not allowing me to access my money
Company Response:
State: MI
Zip: 48532
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-06
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My son has been using this card for years with no problems until now. I had used the card XX/XX/2020 and no problems. Went to use it XX/XX/2020 and it didn't work, tried withdrawing funds from it on Wednesday XX/XX/XXXX ATM said they could process the transaction and to contact the financial institution. I have been trying to call for two days and there is no option to check balance or anything you just sit on hold for hours with no answer. Tried logging on to check his account online and it thanks me for requesting a new password and says it sent a link to my email, never received a link to reset the password. Went to Social Security they said there was nothing they could do but are sure Comerica will correct it. Tried calling a different number social security gave me and was told by a customer service supervisor they don't service the cards that start with my number and can not access my account and they are not the same company even though the original representative tried transferring me to the department that did service my card. Im pretty sure the supervisor was lying. My son needs his money. If they locked him out of his account with no access to his money what resolution does he have to get his money back? My son is XXXX years old, I am his payee representative.
Company Response:
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2020-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A