Date Received: 2020-01-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My XXXX XXXX that was linked to my business account was hacked causing my account to go into the negative {$2800.00}. Upon notice, I immediately contacted the bank and XXXX XXXX to resolve this issue. Despite numerous transactions occurring back to back, one minute after another, there was no proactive fraud prevention and this bank allowed my account to be severely depleted as well as accumulate over fifteen overdraft fees. It is now approaching day 30 of this investigation and this situation has yet to be resolve which has tremendously affected the day to day operations of my small business. I am aware that investigations could take up to 45 days but XXXX XXXX has already admitted fraud on XX/XX/2020. I have contacted the bank on multiple occasions to receive information on the timeline of this investigation. Each time, my contact information is requested and I am told I will be contacted after further investigation into the situation. I have yet to be contacted and informed of the status of this case or any reason for the delay.
Company Response:
State: MI
Zip: 48219
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I don't know what is going on but I keep getting my card hacked into. Customer service at Direct express is horrible you can barely talk to anyone. I never give my information out for no reason. There has been numerous charges on my account. How I don't know but I called to speak to supervisor and all they tell me is they will investigate it. When I heard back from them they say they find no evidence. Hello it's right the XXXX there. I am sick of this card this company needs to be closed down direct express is horrible and i do not like them and will be switching but before I do I need to get my money back that they stole from my account.
Company Response:
State: PA
Zip: 19121
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-18
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: on the XX/XX/XXXX I called social security which social security told me that direct Express has my payment since XX/XX/2019 I have yet to receive my card. Every time I call they can not verify my account not only that I sent in my identification twice and still have yet to receive my card I paid {$27.00} to have a extradited twice by XXXX is still haven't received my card my whole social security check is on this card and have not received my card please I need a solution
Company Response:
State: CA
Zip: 90011
Submitted Via: Web
Date Sent: 2020-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have had a direct express card as long as I have been collecting XXXX social security. I was in an unfortunate situation last year, I was living in a XXXX house trying to get my life on track and I made a stupid mistake and got XXXX while out for the day while living at XXXX XXXX in XXXX XXXX, MI. Well, at the time I was XXXX my wallet was in my vehicle and a guy that was with me was named XXXX XXXX, I told him to drive my vehicle back to the house for my father to pick up at a later date. Not even realizing my wallet was still in the vehicle. Well I was XXXX XX/XX/2018. That day I was XXXX XXXXnd my benefits were suppose to be stopped, well they were not. This gentleman managed to access my account ( because my card was in my wallet and there WAS NO CHIPS IN DEBIT CARDS THEN SO THEY CAN BE RUN AS CREDIT AND JUST SIGN A BOGUS SIGNATURE AND IT GOES THROUGH '' I get out of XXXX XX/XX/2018 I was in XXXX for this entire period of time with NO ACCESS WHATSOEVER to my debit card. I was released from XXXX AND THERE WAS A LOCKOUT OF MY DEBIT CARD from my individual phone it links it to my card, so I only have to enter the last four digits from my number if its anyone elses number I have to input the entire card number or my social security number SO WHEN I GET OUT I CALLED TO CHECK TO SEE IF I HAD ANY GAS MONEY BECAUSE I THOUGHT MY BENEFITS WERE TURNED OFF. My social security card was in my wallet. When i was released I should have had an entire payment from social security on there, it was not there in fact I found out while I was literally locked up, my card was being used all over XXXX michigan, successfully might I add and my account was drained. Ive had them investigate this and they must not know their own loopholes because I believe with my social security number he was able to access my account and change my pin OR ran it as a credit and only had to provide a signature that does NOT have to match mine. NOW NOT ONLY DID I GET THIS MONEY ILLEGALLY STOLEN FROM ME, SOCIAL SECURITY IS DEMANDING AND RECIEVING PAYMENTS EVERY MONTH FOR THIS MONEY THAT THEY SHOULD NOT HAVE PAID ME IN THE FIRST PLACE BECAUSE I WAS XXXX. THIS IS AN UNJUSTICE I HAVE ALMOST PAID THE FULL AMOUNT BACK BUT I NOW HAVE BEEN SHORTED ALMOST XXXX DOLLARS OFF EACH OF MY CHECKS FOR THE PAST FEW MONTHS. I AM URGENTLY HOPING THIS IS FIXED, THE AMOUNT IS FOR OVER XXXX I REALLY NEED THAT MONEY BACK NOT ONLY DID IT GET STOLEN OFF MY CARD BUT NOW IM PAYING IT BACK. PLEASE CONTACT ME XXXX AND MY PHONE NUMBER IS XXXX THE GENTLEMAN THAT USED MY CARDS NAME IS XXXX XXXX
Company Response:
State: MI
Zip: 48195
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-08
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: In XXXX of XXXX, a Direct Express customer service representative notified me of suspicious activity involving my account. The representative placed a hold on my account and a new card was mailed to my address. The representative assured me my account was secure again, however soon after this incident, I noticed money withdrawn from my account without my authorization. I notified Direct Express via phone of the fraudulent activity as soon as I became aware in XX/XX/XXXX, and a customer service representative notified me they would investigate my claim. I noted transactions on my bank statement that were not my authorized transactions and mailed this information back to Direct Express. The investigative process into my claim was frustrating as various customer service representatives gave me contradicting information regarding my claim. Furthermore, money continued to be fraudulently withdrawn from my account during the investigative process and even into the next year XXXX ; I would notify Direct Express each time I became aware. Some of the fraudulent transactions included hundreds of dollars being withdrawn at a single time. Direct Express website has constant technical difficulties which makes it difficult for me to check my account online and receive my bank statements quickly if I needed a copy. I relied on the customer service representatives at Direct Express to give me accurate and timely information regarding my account because I am not technology savvy. The times I have attempted to view my account information online regarding this matter, Direct Express website was not functional. To my knowledge, the investigation has been left incomplete and Direct Express has failed to reimburse my account with any of the funds stolen. My life has been completely turned upside down due to not being able to resolve any of my claims of fraudulent transactions with Direct Express and get any of the money back that was stolen from my account. I see that others have had the same issue with Direct Express. I hope something can be done so that other people in the future do not have to suffer the losses that myself and others have.
Company Response:
State: NC
Zip: 28012
Submitted Via: Web
Date Sent: 2020-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I applied for a credit card from XXXX XXXX and they checked my credit numerous times I was on hold a few hours with XXXX XXXX XXXX I was not resent my approval also they mailed me over several credit decisions and XXXX XXXX ran my credit while I was on the phone telling them to absolutely not run my credit because my credit was good now its the lowest its ever been they have sent over ten messages, text messages, and mail to me please have them remove all the credit inquiries that were unauthorized and put me on the do not call/ email/ mail any harassment also why was I on hold so long without it ever being answered I no longer want a credit card with XXXX please keep this private. Also I submitted a complaint with the XXXX against direct express Comerica Bank for having been on hold for four hours and after the completion of the call the card was sent to the wrong address they are sending me harassing voicemails, postcards, and rude when I did call for my replacement card. Isnt it protocol for a business to only respond through the XXXX to contact me? I am disputing a flight that was canceled, unauthorized use of my card ( I did include the police report ) and a debit adjustment. I mainly want to know why my dispute was denied before the statue of limitations run out, thank you! XXXX
Company Response:
State: CA
Zip: 94503
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-07
Issue: Other service problem
Subissue:
Consumer Complaint: On XXXX XXXX XXXX XXXX, Wednesday, XX/XX/2020, between the time of XXXX through XXXX, the XXXX XXXX walk-up ATM at XXXX XXXX Street in XXXX, California malfunctioned after I selected to withdraw {$900.00} from my Direct Express Mastercard ending in XXXX AND SO NO CASH WAS DISPENSED! Because of the XXXX XXXX 's XXXX holiday, the XXXX XXXX branch was closed so I was unable to speak with anyone in person. I called DIrect Express Mastercard at XXXX and filed a claim dispute on the same day of XX/XX/2020 and was given a service request number, and I was advised to fax an affidavit explaining what occurred as soon as possible to prevent any recovery of my money from being delayed. I faxed the requested information to Direct Express on Friday, XX/XX/2020, and on XX/XX/2020 Direct Express Mastercard supervisor/manager XXXX confirmed receipt of my affidavit. HOWEVER, from XX/XX/2020 through XX/XX/2020 I was unable to get through to speak with ANYONE at Direct Express Mastercard. Either I was unable to remain on hold for an hour or my call was disconnected by Direct Express Mastercard due to heavy call volumes. Finally, today, this morning after calling Direct Express a second time since my first call was disconnected after being placed on hold for management, XXXX or Direct Express Mastercard advised me that on or before XX/XX/2020, FIFTEEN DAYS after filing my ATM claim, Direct Express Mastercard response will be available. I requested that XXXX submit a message to the investigation unit advising them that they had ONLY TEN DAYS from the date of XX/XX/2020 to issue me a provisional credit. And XXXX confirmed receipt of my affidavit on friday, XX/XX/2020, two days after filing my ATM claim. And in speaking to XXXX XXXX branch manager XXXX XXXX yesterday on XX/XX/2020 at XXXX, he advised me that after balancing the walk-up ATM yesterday, a discrepancy was identified in the total amount of cash the ATM was suppose to have in comparison to the total amount of cash actually present inside the ATM. I also reported this same information to XXXX during my call. The {$900.00} was part of my monthly Social Security payment, and I have no money whatsoever.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-03
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XX/XX/19 - I attempted to use the card but it was declined at the register. I used another form of payment and just assumed the stores system was the problem. XX/XX/19 - I attempted to use the card again at a different store and it was declined at the register. I used another form of payment. When I returned home I logged in to my account on the internet and it would not let me log in. There was a red statement that said something to do with fraud and gave me a number to call. I called the number for Direct Express Fraud Services Department. Immediately they got me to order a new card. I did and it cost {$13.00} to get it immediately. Then they started to ask questions about transactions. I can recall two that she mentioned both for XXXX XXXX, XXXX XXXX. I did not make those transactions. The last I recalled using the card was for two companies, XXXX and XXXX, on line. They told me they would send forms for filing a fraud action, they did and I returned it via fax to their fraud department. XX/XX/19 When I went to my post office box there was a letter from them dated XX/XX/19 that stated there was a conflict of some sort and that they couldn't confirm the fraud. The letter said I could request a copy of the docs they relied on by calling a number. I called and they said they are sending it. I don't check my online account for this card everyday but I do check it and save my receipts to make a comparison. Had I seen these charges I would have called to complain that they are fraudulent but I hadn't checked recently. I wasn't the one that noticed the online purchase, it was Direct Express which is why they shut down my card. How is it that they detected a potential fraud and shut the card down and then when they talk to me and I agree they were not my charges they say I am not proving it.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-01
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: 13 months now I've called customer service at Direct Express usdirectexpress to get my card replaced and ran into loopholes and problems every time and they're telling me after about nine months somebody's been trying to fraudulently get the card replaced but the wrong information given to them when I called Direct Express my last three times I know I give me the right information every single time I called Direct Express is denying me a new card around XXXX 2019 I got advocate that works for Direct Express but he has never returned my call I've called that are 10 times gave up The Advocates name is XXXX call on XX/XX/2019 at XXXX XXXX XXXX Pacific Standard Time phone number ( XXXX ) XXXX holding me back at least nine times even gave authorization to XXXX. XXXX. The owner of the mobile phone number that's the voice mail was left on ( XXXX ) XXXX in case I was out you see we got nothing to hide we're not trying to hide or scandalize anybody
Company Response:
State: CA
Zip: 95116
Submitted Via: Web
Date Sent: 2020-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-01
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: The balance on my Direct Express card on which I get my SSA and SSI keeps fluctuating. On XX/XX/XXXX It was {$9.00} more than the day before, although no transactions were made. On XX/XX/XXXX, it showed a deposit of {$170.00}, my SSI payment, but simple math proved only {$85.00} was applied to the balance. Yet again, today, XX/XX/XXXX, my balance is {$52.00} higher than it was the day before. I don't appreciate the incompetence and lackadaisical attitude of all involved who know of this ongoing issue. I don't appreciate having to worry about my money every waking hour, especially with my XXXX. I was ripped off in XXXX of last year and I was told I was responsible for charges made several states and hundreds of miles away from me. The customer service reps are rude and do not care. And most of all, I HAVE CALLED SEVERAL TIMES AND CAN NOT GET A LIVE HUMAN BEING THERE TO BE RUDE TO ME AND PROVE THEY DO NOT CARE.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2020-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A