Date Received: 2020-02-06
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I receive my Social Security benefits deposited on my Direct Express Card on the 3rd of each month. On XX/XX/2020 I checked my account and was notified that it was under " fraud suspension ''. I called the customer service number on the card and was unable to speak to anyone. I made a multitude of calls to that number and have still not been able to speak to anyone. I also contacted the issuing bank and was told they have no connection with the card, they just issue them. Then I filed a complaint thru their company, received one call from a representative who left a message with a number for me to call back and, after 8 ( eight ) calls in two days ) have been unable to talk to anyone. I am a XXXX-year-old XXXX who lives on Social Security and now there are two month 's worth of benefits tied up on this card because I can not get an answer as to what is happening with the " fraud ''. This card to recommended by the Social Security Administration and all I can say to that is " DON'T USE IT. IT IS A SCAM ''!!!!! From now on I will be using a conventional bank account and recommend everyone else does the same.
Company Response:
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2020-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-05
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: XX/XX/2020 i told social security i wanted to get my benefits on the directexpress card they signed me up from the office now directexpress say they sent it out XX/XX/2020 Its now XX/XX/2020 still no card i been calling the XXXX number for a weeks now back to back all day long i need my money for me & my lil XXXX lose our home and be on the streets my email address is XXXX XXXX
Company Response:
State: FL
Zip: 33756
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2020 my SSI was deposited onto my Directr Express Card at XXXX XXXX at XXXX XXXX all the cash was withdrawn at a bank ATM in XXXX XXXX Illinois for a total of {$780.00}. Problem is I had the card in my possession in XXXX XXXX Missouri at my residence at the date and time. I discovewred the theft at XXXX. on XX/XX/2020 and reported the theft immediately to Direct Express. I then faxed a statement to them to help expedite the claim and to get my money back which is federally insured, I was told it would take 10 business days to recieve a free replacement card or I would have to pay {$13.00} for an expedited card which I would recieve in 2 business days which I reluctantkly opted for, since I need my money immediately. Then they told me that the money could take up to 90 days to be reinstated on the new card. I filed a police report with the XXXX XXXX Police for identity theft and also contacted the XXXX XXXX Ill Police to report the incident. I try calling Direct Express and never get anyone on the phone to find out when my claim will be processed and to give them the police report number. I need my money ASAP and I cant figure out why if this happened at my bank the money would be replaced in a day and I would not be charged for an expedited card either. I am the victim yet they are victyimizing me a second time please help. My direct express claim number is XXXX
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2020-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-04
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: On XX/XX/2020 my brother called and reported his card missing or stolen. He has not received the new card. He was told he would receive the card XX/XX/2020. When he checked his balance today money has been removed from his account. After we reported it missing and ordered a new card. He has now been on hold for over an hour and he can not talk to anyone. His money goes into the bank on the third of every month. Before we talk to anyone they will have taken all his money. He has a direct express card.
Company Response:
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2020-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-03
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX, I used an app called XXXX to reserve a hotel room at the XXXX XXXX XXXX. One room, one night. When I checked out, the XXXX XXXX charged me, as well as the XXXX website. I complained on XXXX. My bank, Direct Express, wrote me on XXXX, and they did not find that an error had occurred. Yet it still stands as an error against me.
Company Response:
State: KY
Zip: 42303
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-01
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My name is XXXX XXXX I have been using Direct Express because SSDI demanded. Besideds the our ragious fees i was being charged. I kept card for over 3 yrs. I would just remove all my funds on the XXXX every month to avoid those fees. On XX/XX/XXXX XXXX XXXX before i was goint to head to atm to remove my funds, I discovered my card was not working and reported stolen. This was not done by myself so I immediatly told the company to cancel card. Insteed of completeing my request i wasplacved on hold from XXXX XXXX XXXX - XXXX XXXX XXXX XXXX before speaking to the fraud department, Instead of being helped i was treated as the fraudulant user. I had already had a police officer at my home since while using another phone to call cound that a replacement card was swhipped to an adress i have nevber used 70 miles away on XX/XX/2019 and was recieved and actived XX/XX/XXXX. I requested the adress and store it was used and as well as the officer requested and was denied by your supervisor, The time was now XXXX XXXX i was on land line at XXXX XXXX XXXX XXXX XXXX XXXX with a police officer present and was called a liar becauce every senmt i had tyo my name was removed from account at XX/XX/XXXX.This letter will be my last7 nice attempt after that if this arrangmenmt is not fixed. I i will use every cent of the $ XXXX inheriantance i, rtecieving next year, I have XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX over ur lack of customer service and inhumanity. XXXX XXXX XXXX
Company Response:
State: FL
Zip: 32547
Submitted Via: Web
Date Sent: 2020-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I am a victim of fraud and the amount is over {$500.00}. I have repeatedly tried to resolve this issue with Direct Express and am getting nowhere. They're giving me the run around and have lied about having the wrong address for my dispute form, claiming they've sent it but I've only received my bank statements so how is the address wrong when mail has been received? They asked me to take photos of the disputed transactions and send them via email which i did and was denied and won't btell me why. I'm a XXXX veteran with health problems to include XXXX. I was in a XXXX XXXX for veterans for 3 months and am now getting put in the hospital for a week for 24 hours a day tests on my XXXX XXXX. I am tired of the nonsense from Direct Express so I've had to change banks starting in XXXX. I can not XXXX because of XXXX and had to go to XXXX XXXX to eat because my money was stolen. I can only imagine how many XXXX Vets they take advantage of. They are liars and use stall tactics in the hopes that Vets like me will give up. Unethical. Immoral. Disgusting. They have all my data and keep stalling.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX there are 3 charges appearing on m statement for {$200.00} each on my bank debit card. I contacted the bank to confirm my balance, in which was off by this 3 cg=harges in the total of {$600.00}. than I actually walked to XXXX located at XXXX XXXX XXXX, Florida, while I was still residing near by. I spoke with a customer service manager, by the name of XXXX, I think it her name was, shei explained the situations to her, than she contacte the product owner company XXXX store to see, how XXXX can refund me. the manager from XXXX store told her, while on the speaker, for me to hear the conversation, told the customer service manager at XXXX, that the product is not longer XXXX, since XXXX purchased these items from them, it belongs to XXXX XXXX, therefore, XXXX is supposed to refund me back the {$600.00} for these unauthorized charges. from there, XXXX, reached out to " XXXX '', THE FLOOR STORE MANAGER, told her what XXXX store Manager just said, and then, she put the XXXX store manager on speaker again, to repeat what she had just said above to the Store Manager, " XXXX '', herself. she told her that they, meaning XXXX has to refund me back, since XXXX is the owner of these products, bought from, NO LONGER XXXX RESPONSIBILITIES TO ANY REFUNDS TO XXXX CUSTOMERS. XXXX, then, said to me okay, she will contact my bank with me in her office, to refund back the total of {$600.00} to my debit master card. In her office, she made the call to DIRECT EXPRESS/ISSUED BANK : COMERICA. WITH LONG HOLD TIME OF MORE THAN 45 MINS, while she was on hold, I needed to use the ladies room. five minutes later, when I walked back to her office, she told me the followings : '' I JUST SPOKE WITH SOMEONE FROM YOUR BANK, EXPLAINED THE ISSUE, AND TOLD THEM, THAT I NEEDED THEM TO REVERSE THE CHARGES OF {$600.00}, FOR THE 3 {$200.00} PURCHASE FOR XXXX, INORDER FOR ME TO PUT THE CREDITS BACK TO YOUR CARD. MENAWHILE, SHE SUGGESTED, THAT I ALSO FILE A CLAIM WITHTHE BANK, AS WELL. AND TO LET HER KNOW WHAT THEY TOLD ME '', SO, I DID FILE WITH MY BANK, ONLY TO BE given the run around, with submitting a letter via fax, with receipts for thee unauthorized charges, in which I got copies from the store on the same day I approached the store in person. Than a week later my bank denied my claim, and referred me back to XXXX. I contacted XXXX again, spoke with XXXX, again, and again she told me that they have not received any communications from my bank, and to tell them that, they need these charges reversed, again. and Again, I contacted my bank, spoke to lower level representative to higher management in the closed dispute department, only to be told, that XXXX needs to reverse these charges themselves, since its a merchant vendor, customer agreement, in which I have never heard any Banker denying a claim based on that reasons, alone, and sent me back and forth to XXXX, meanwhile XXXX sending me back to the bank. This saga has been going on since XX/XX/2020, and continues to. the bank refuses to put my money back into my account, because, they are saying that, XXXX needs to put the refund through, while XXXX is saying the exact reverse, needing and still waiting on the bank to do a Reversal of charges back to them, in order to refund back the {$600.00}, back to my debit cards. Between the two, I have made at least 50 phone calls, and have approached the merchant several times in person, and tons of phone calls to XXXX, and made an attempt to contact the corporate office, in which not one of the employers at customer service now the phone number, that I can call. this is the most unprofessional companies in which, I never dreamed with would go through so much stress, XXXX, and difficulties to get what's rightfully mines from their errors. NOT ONLY THAT, BUT THE STORE ITEMS WERE ALREADY DAMAGES, REDEEMED, AND THE STORE MANAGER, HERSELF SHOWED ME HOW THEY HAVE PROBLEMS WITH THESE ITEMS, FRUAD ACTIVITIES WITH THEM, AND SHE HAD THE CUSTOMER MANAGER PULLED ALL OF THEM, OFF THE SHELVES, AND STARTED TO GO THROUGH THEM, SHOWING ME HOW THE ACTIVITY TOOK PLACE, AND SAID IN FRONT OF TH ECUSTOMER SERVICE MANAGER AND MYSELF, WHILE IN HER OFFICE TO PULL ALL OF THEM OFF THE SHELF, AND THAT THEY WILL NO LONGER BE SELLING THEM IN THAT STORE LOCATION. ALL OF A SUDDEN, LAST WEEK, SHE STARTED TO SORT OF SWITCHNG HER WORDS ON ME, AS WELL. I ALSO CALLED, AND ASKED FOR THE STORE MANAGER, SHE CAME ON THE PHONE, AND TOLD ME, THE SAME THINGS, THAT THE BANK HAS TO REVERSE THESE CHARGES, AND THAT THE STORE MANAGER WILL NOT BE IN FOR THE NEXT WEEK, AND HE ARRIVES, SHE WILL HAVE HIM OR HER CALL ME. YET, SHE HERSELF DOES NOT RETURN PHONE CALLS, NEARLY COME TO THE PHONE, LEAVING ME HOPELESS, THAT, THE STORE MANAGER WILL EVER CALL, AS WELL. I REFUSE TO LOSE {$600.00}, BECAUSE MY BANK IS NOT FOLLOIWNG THE CORRECT PORTOCOLS IN ASSISTING ME GETTING MY MONEY BANK, WHEN THEY ARE THE BANK WHO RECEIVES MY FUNDS EVERY MONTH, NEVER HAVE I SEEN A BANK THAT DOES NOT HELP A CUSTOMER IN THIS SITUATION, AT AL. IT ALL FEELS, AND SOUNDS VERY FOREIGN, UNPROFESSIONAL, AND NO ONE KNOWS WHAT TO DO, NOR HAVE THEY EVER CONTACTED THE MERCHANT, TOLD ME, BY SEVERAL REPRESENTATIVES, THAT, THEY DO NOT CONTACT THE MERCHANT. IN MY OPIONION, HOW DO THEY RESOLVES ISSUES, SUCH AS THIS WITHOUT CONTACTING THE MERCHANT, WHO HAS BEEN WAITING SEVERAL WEEKS FOR THEM TO REVERSE THE CHARGRES, IN ORDER FOR ME TO BE REFUNDED. I HONESTLY, DO NOT UNDERSTAND THEIR PROCESS, AN DHOW THEY CONTINUE TO EXIST IN BUSINESS. THE SAME GOES FOR XXXX, AS WELL. FROM THE BEINNING, I REQUESTED TO SIMPLY BE REFUNDED, YET, " XXXX '', SAID, THE BANK NEEDS TO DO A REVERSAL OF CHARGES, FIRST. I AM CONFUSED BY BOTH ENDS.
Company Response:
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I made a purchase in on XX/XX/XXXX never got my purchase delivered ask for Direct Express to refund my money sent them the tracking number where it showed that it was stopped at customs in XXXX XXXX as final status. I explained that I never got my log splitters that I paid for but Direct Express would not reverse the charges. I made a complaint to Senator XXXX XXXX office and they referred me to your department. Could you please help me recover my funds. The card used at the time of the fraud was XXXX XXXX XXXX XXXX Master Card XX/XX/XXXX I immediately cancelled that card and they issued me a new card XXXX XXXX XXXX XXXX Master Card XX/XX/XXXX. 17 Track tracking number is XXXX XXXX XXXX last update was XX/XX/XXXX. Did not make it XXXX SC. I Never got these three items I bought two at at XXXX and another purchase at XXXX because it was such a great deal. This was a scam. Phone number on card for customer service is XXXX but that number will put you on hold for hours and then hangs up on you.Comerica fraud center number is XXXX XXXX XXXX and XXXX XXXX XXXX XXXX.
Company Response:
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
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/2019 I placed an order through XXXX 4 cash price of {$150.00} on XX/XX/2019 I made an order that was a total of {$250.00} through XXXX I also at that time was disputing a charge on XX/XX/2019 for XXXX XXXX and tried reaching the company and the phone number is disconnected these three transactions are fraudulent I went online within two days of the purchase on the XXXX and the XXXX for these items and when I went to their websites within two days of purchasing the websites disappeared they would no longer available I went back to through XXXX to these stores that they endorse and they said they would look into it however the companies have disappeared and I'm stuck with the bank saying that because I gave them my card number I was responsible for them not producing product well the company was fraudulent to begin with and I didn't know this until two to three days after I made the purchases the bank that I'm dealing with direct deposit company issued my money back to my account on XXXX XX/XX/2019 they took the money out of my account again saying that they had conflicting information about my complaint I however did not know when I complained almost immediately to the bank that these companies were already considered fraudulent I looked into the company 's before I placed my order and there was nowhere that they said that these companies were fraudulent except for two days later when then they now were fraudulent my back knows this and for some reason they will not send me the information that they received which caused them to reverse their decision of refunding my money of {$450.00} I have made this request to them personally through a supervisor on three occasions I still have not gotten their paperwork telling me why they made this decision they sent me paperwork with just a copy of my transactions and nothing in that paperwork tells me why their decision was what it was I'm very upset with this company I've gone through this ever since I made the purchases back in the fall I have been going back and forth with this bank trying to get them to listen to me and they just keep putting me on hold in fact the last time I waited for a supervisor for 2 and 1/2 hours on the phone only to be put off again to be told that I'm sending the information to you in the mail immediately well that hasn't happened and I'm very upset I'm on Social Security I need that money back I did it with good intent the company was fraudulent it's proven its fraudulent and I don't understand my Banks reluctance in returning my money so therefore I decided this morning that I was going to place a complaint against them they are very difficult to get a hold of they are very good at putting you on hold for a very long time only to send you to the wrong representative over and over again there's no address to reach them the phone number is the same for everything and I'm just very upset with them I don't know if you can help me with this but I surely hope you can
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A