Date Received: 2023-10-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: XXXX days ago my social security was started. XXXX direct, comerica bank is the company which social security uses to handle the pay cards. They never verified my address and sent the first card to a XXXX XXXXXXXX XXXX address i do not live at. We discovered the address discreppency they nulled the first card and expidited a card to me charging # XXXX. I recieved the card and tried to activate it. They required me to send copies of my id to them and was told a security code would be sent to me. This was never sent.
Company Response:
State: NM
Zip: 88001
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
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 waiting on a new direct express card to come via ups and I never received card the carrier just left card on my door step and someone stole it and used all my ssi money I got for the month of XXXX I don't know who it could be I have a lot of family and friends that come over and some know my personal information I'm very upset that no one had to sign for this being I'm already a victim of fraud with this company this is my minor XXXX son 's income I'm a advocate for him because of this my rent is late I risk getting eviction notice I learned card was already used when I called in on XX/XX/2023 and spoke with agent informing me card was activated and used at ATM for the entire amount of XXXX so I filed complaint and submitted fraud packet via email on XX/XX/2023
Company Response:
State: NV
Zip: 89103
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX the XXXX, 2023, I tried to access my checking account on line threw Direct Express and the call after getting my pin number and the last XXXX digits of my account I was also asked for my XXXX digit account number, something I had not had to do in the past and was put on hold with no one answering and I am kept lessening to music. I tried for days to connect Direct Express and they would disconnect my call. I can't reach nobody and the last time this happened someone tried to remember my account number and got my account closed. The last person that handled my card was a family relative. Now I can't contact the bank to find out what happened because I can't get any one on the phone. Now I can't pay none of my bills or rent.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Trouble using the card
Subissue: Trouble using the card to send money to another person
Consumer Complaint: My name is XXXX XXXX. I receive my XXXX veteran compensation on the XXXX XXXX XXXX. I am currently in the XXXX. They are aware I am here, as I called them on XXXX XXXX, because when I tried to withdraw cash at an ATM here it declined the transaction. I've had this issue before. In the past they told me that they file a " white card '' to the fraud department. The white card is notification that I'm currently in the XXXX. This is done to prevent my card from being shut down due to suspicious activity on the account. Today on XXXX XXXX, I tried to send money to my girlfriends savings account and the card is declining. I tried to do the transaction with XXXX. This is not an unusual transaction, as I access my money using XXXX for the majority of my transaction every month. I try to call their customer service number and it gives you a recording telling you that due to high call volume, they can't take your call at this time. It then proceeds to hang up on you. Th
Company Response:
State: CA
Zip: 91342
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I sent an email to Comerica Bank or Direct Express on Sunday, XX/XX/2023, which was three days after the investigation into my claim dated XX/XX/2023 had started, requesting to receive a provisional credit in the amount of {$550.00}. When I sent the email, I had not yet received their letter dated XX/XX/2023 nor the letter 's enclosed Questionnaire of Fraud form. Comerica Bank or Direct Express never issued me provisional credit in the amount of {$550.00} as they said they would in their letter dated XX/XX/2023, which I finally received on Saturday, XX/XX/2023, which stated the following : " If the completed Questionnaire of Fraud or a letter outlining your claim details is received within 10 business days from XX/XX/2023, and the investigation is not complete, a provisional credit will be issued to your card account by that date ''. In opening my claim over the telephone on XX/XX/2023, Comerica Bank or Direct Express refused to review or go over or to provide all of the transactions posted to my account after the deposit of my 2023 XXXX monthly benefit amount NOR gave me the amount of my claim, so I didn't, and I still don't know, whatall transactions were among those Comerica Bank or XXXXirect Express decided to dispute as unauthorized and to include in my claim in the amount of {$550.00}. Despite my having sent an email to them requesting provisional credit initially on Sunday, XX/XX/2023 ( which is attached ), I went ahead and resubmitted my second request for provisional credit by completing and faxing the Questionnaire of Fraud to Comerica Bank or Direct Express on Sunday, XX/XX/2023, as their letter dated XX/XX/2023 instructed to be done within 10 business days. However, no provisional credit was ever received or credited to my account. I received another letter from them the very next day after faxing back their completed Questionnaire of Fraud form on Monday, XX/XX/2023, which was dated XX/XX/2023 - just 4 days into the start of their investigation into my claim, saying my claim was denied without citing any evidence contrary to what I had claimed.
Company Response:
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I received the found debit card in the mail a few months back and thought it was a XXXX debit card and it wasn't and I have been trying so hard to get my funds back because of income we are living payvcheck to pay check and right now I could be using whatever is on it to feed my family and animals and get the stuff we need right now that came out of my XXXX check and I ought to get it back and they refuse to give it back they are giving me trouble with it.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I'm a huge advocate for my kids the XXXX that receive XXXX & I refuse to allow anyone to take advantage even this card company! On XX/XX/XXXX all the way up to XX/XX/XXXX my card was used for unauthorized transactions I was unable to get into my Direct Express account due to Direct Express suspending my account because they realized fraudulent activities as well. I was finally able to speak to someone but it was the weekend and she took the suspension off and made notes about the unauthorized transactions. I turned in all required documentation required and still haven't received anything. When I call I get told I qualify for a provisional credit but there is no date or time frame they still have to approve it. This is ridiculous I am a single mother of XXXX kids XXXX in which receive XXXX due to them having a XXXX and I'm currently XXXX XXXX XXXX. I will continue to be an advocate for my kids!
Company Response:
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Direct Express complaint I went to XXXX on XX/XX/2023 and believe my info was stolen or skimmed that day. I purchased stuff that day myself. On XX/XX/XXXX XXXX purchases were made online with my information at XXXX. I did not make these purchase. The amounts were {$400.00}, {$240.00}, {$240.00} and XXXX XX/XX/XXXX th another transaction happened for {$240.00} XXXX I did not make XX/XX/XXXX {$270.00} purchase happened. All these I did not do. XXXX The hacker or scammer or skimmer depleted my benifits and left my family broke and starving the remainder of the month. I reported to Direct express, disputed these charges and got a new card. They purposely sent papers in an untimely matter. But I still emailed hand written responses to the transactions in a timely matter. They never responded to my emails. They determined these were pre authorized and closed my case. I did not make these purchases this was not me. They would see that by where ever this stuff was sent to. Cause it wasnt to me. They stole my ssi benefits and my kids survivors benefits. My life has been XXXX and behind in bills since. Please someone help me make it right with Direct Express {$1600.00} in total stolen from me
Company Response:
State: AZ
Zip: 85041
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2023 I discovered that my Direct Express card, which is a company that works with The United States Social security program, had only {$6.00} left on it.i never allow the card to go under a certain amount and was shocked that the card had a very low balance. I called Direct Express immediately and was helped by a very professional customer service rep.representative. We went over all of the transactions one by one and discovered that all were made online and from another state. I have never used this card in a careless manner, because I am the representative payee for my elderly patient. We always used the card for ongoing medical supplies and services and for grocery shopping. We had a pattern every month of how that card was specifically used and all of these fraudulent charges were just not our pattern. I was told that I would be receiving a questionnaire in the mail and that I should answer it and send it back in ten days. I did everything I was asked to do. I also later found additional charges from the month before after I went on the website to look at all of the transactions. I was told to open a new case for the additional charges which added up to {$140.00}. I received a letter saying that a provisional credit in the amount of {$140.00} was issued back to me on XX/XX/2023. I called direct express several times to try and get more information about my first claimed dispute and was finally told that that was denied and closed. I was shocked and angered. I had been trying to get to a supervisor and everytime I was hung up on. It was a very easy case to prove that these were fraudulent charges and Direct express just did not want to pay back the {$1100.00} that was stolen. I am told that I can not appeal this decision and that there is nothing I can do. This is an outrageous statement. I have called the Social Security department and they seem to know about multiple complaints about this Direct Express Company and how it treats its customers. I was also informed that Social Security only distributes the monies and once its in the hands of Direct Express, The can do nothing else. I believe its the people who are working for this company, who are stealing peoples Social Security benefits. I have never had such a bad time trying to get answers for a decision like I have dealing with this company. I have canceled all future payments to Direct Express from Social Security. A company that will only pay out small fraud cases but not go after the big cases is suspect to me. It makes them look like they are backing up their consumer protection numbers, when they are really only choosing the small numbers to take care of. I have a XXXX year old bedbound woman that has only {$1000.00} a month to live on and I have to beg a company, who is obviously trusted to pay back very obvious fraudulent transactions. Please let me know if you need anymore information. I have also reported this info to the FTC. Thank you
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Direct Express is the company. As I stated before, I requested some of the unauthorized charges to be investigated and all they do is deny, deny, deny them and say that they were authorized according to what they looked at even though I know they wasn't. At one point in time I wasn't even didn't even have a car with me and the car was used in another country and they still said it was authorized. How could that be? How could it be if I'm in the hospital in the car is used to pay somebody else 's phone bill that is not even associated with me. If I'm XXXX for 11 months, how could the cards still be used to buy groceries and go shopping? I never got that. Even with a police report they still did nothing. I got no money back. They still said it was authorized.
Company Response:
State: MD
Zip: 21223
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A