Date Received: 2019-12-29
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: well I was trying to make a purchase, & Declined & also I dON'T I should have ro do a XXXX survey when ever I want to check my balance on account.
Company Response:
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: re : direct expressdebit card. on XX/XX/2019 iwas charges $ XXXX.on XX/XX/2019 iwas charged {$2500.00}. I reported these fraudulent charges. on XX/XX/2019 I received a credit of {$2500.00} leaving a balance due me of $ XXXX.i have called and written numerous times with no results. please help XXXX XXXX
Company Response:
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2019-12-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Back on XX/XX/XXXX I went to XXXX XXXX in the XXXX XXXX to use my Direct Express Master Card and was going to withdraw {$360.00} out of the drive up cash machine. The bank wanted a {$4.00} service charge so I cancelled the transaction and never got the {$360.00} cash out of the machine. Only 9 minutes later I went to XXXX XXXX XXXX and withdrew the {$360.00} out to pay my part of the rent with. On the XXXX of XXXX I had a reversal debit charge of {$360.00} and I filed a dispute with Direct Express and they sent me a final determination paper telling me there was no error made. So I called back the dispute dept. the same day I got the final determination paper back and they tried to tell me that I received the first {$360.00} out of the machine and I did not. I have called them and spent hours on end on hold with them fighting this dispute and they said I may request a copy of the documents with were used in determining the final outcome on my paperwork but every time I ask for the documents they say they mailed them to me and I never get them. I have been on hold with them on this number XXXX over 800 minutes in 2 months time. I only get {$510.00} a month SSI so there was no way I could have got two {$360.00} transactions within 10 minutes. I never have that much money in the bank. Direct Express has over 1000 complaints with the XXXX and other places about missing money, bad customer service etc. I wanted to file another dispute on XXXX but after contacting them, they said they have made the final determination and no error occurred on my account and the case was closed and I can not file another dispute. My Dispute Tracking ID # is XXXX
Company Response:
State: WA
Zip: 99206
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Tuesday, XX/XX/2019, my Direct Express card was stolen. I immediately began contacting Direct Express but to no avail. Even today, XX/XX/2019, all I get is a robot on the phone numbers to Direct Express. The robot keeps asking for information that was on my card that was stolen and I do not have it. So, I can not move forward to have the card cancelled. My benefits are loaded onto my card at the first of each month, and I am trying to prevent further theft of my funds.
Company Response:
State: TX
Zip: 77021
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: This relates to a previous complaint : XXXX. I have waited over 6 weeks and the funds have not been received by my new HSA provider. I have waited long enough. To make matters worst the HSA provider has started to fee the account again.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX I was informed that funds on my direct express account in the amount of {$72.00} were taken out of my account by companies such as XXXX XXXX and XXXX on XX/XX/XXXX. I immediately called direct express about a dozen times that day until I actually got somebody on the line and I started the dispute process. I filled out my forms that arrived a week later and on XX/XX/XXXX I received a letter stating Im being denied reimbursement of the charges that I stated were fraudulent. Per direct express I have given permission for a third party to use my card in the past. I dont even own a XXXX nor have I ever used XXXX before. I called direct express again on XX/XX/XXXX after I received the letter and asked how can this possibly be investigated as whoever obtained my card number also tried making other charges which did not go through as they emptied the last of my money in the account. This also caused my phone bill to bounce when those charges went through. Any proper investigation would show my spending habits are pretty similar and how the charges came through should be a red flag whenll the large purchase was declined for insufficient funds. I was left with {$5.00} in my account but no thats not the case. Im told that there is no appeal process and to try and dispute the charges with the merchant. I asked direct express to provide me with information on the XXXX charges but the rep informed me they dont have anything to give me. I contacted XXXX directly who said without the banks information as to whos XXXX accessed my card they can not help me and they were shocked the bank cant provide any information. Basically, we are told this is a safe way to receive our benefits and we are protected against fraud but this is not true at all. The banking practices of direct express needs to be investigated as this is happening to so many people who rely on their government payments to live.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-15
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Hello my name is XXXX XXXX I get XXXX and money is disappearing out of my account I get a certain amount and before I could even get to the atm money was missing so I left a certain amount that dissapeared last 4 5 months someone is taking money I dint know what to do but I'm positive I'm being stolen from can you help XXXX I just want my money back
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2019-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My daughter gets benefits under my XXXX she gets her money put on a direct express card we did not use the card for several months. Somebody charged about {$2700.00} worth of merchandise and online merchants. When I contacted direct express I was told that they would put the funds back on my card within 24 hours and in that time will do an investigation. The funds was never credited to my daughters account. Call charges that were used on the credit card were in Florida and New Jersey. I have never been there or never been out of the state of California. I was sent out some form of papers I filled them out sent them back and a month later received a letter saying that there was no fraud on my account. When I called the fraud department of direct express I was told that the case was closed and there was no fraudulent activity. I asked to reopen the case they said no they said they would send me some papers on how they determined it was fraud the only thing they sent me back was the papers I filled out that I sent to them to open the fraud case.Ive tried many different resources as such as contacting the merchants they said I need to contact direct express Ive had no luck and Im out of resources I have all my paperwork all my letters all the work Ive done.
Company Response:
State: CA
Zip: 94089
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: this card is a DIRECTEXPRESS DEBIT CAR it is set up thru social security and is the only debit card you can use to receive benefits on, it you don't have a personal checking account. the problem started on XXXX XXXX my benefits amount was put on the debit card this is when my problem started some withdrew all of money on XX/XX/XXXX when I signed into my account everything was gone a total of {$1600.00} I called the company every hour of the day for three days could thru. I called social security and they could not get thru either I was told the only thing I could do is keep calling on XXXX, I got thru I discovered that someone had called in and changed my home address on XXXX XXXX at XXXX XXXX. That morning also they called and ordered a new card on XX/XX/XXXX had it expedited and that was another {$13.00} this is not included in the total above, I paid this money for someone to steaI my debit card. when I talked to them on the XX/XX/XXXX they closed the stolen card and put my home address back on the card they issued the new card I received the card on Monday XX/XX/XXXX, at the same time is when the post card came telling me about the change of address on XX/XX/XXXX had they sent this when it was changed I could have stop it before my money all stole I called them back they had not even put in for me to my money back. the claim # isXXXX this is thru direct express, I also have a case number with XXXX county sheriff office # XXXX there phone # is XXXX. and after talking direct express they can't tell me when I am going to my money said it would 30 to 90 days. not only is this not fair to me I'm on social security I have no money until they return it this was there fault they changed my address and sent the crooks a new card then they activated the card they also changed my pin number to get my money what is so upsetting is how long they take to answer the phone there is no REASON for them to take three days to answer the phone I called every even thru the night it always said they were experiencing high call volume then it hangs you up and you call back and it does the same thing this is not right I want them to put my money in right away
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Hi my name is XXXX murder on XX/XX/2017 I received money from Social Security for $XXXX it was going to the business which is called direct express is it located in XXXX XXXX Texas their telephone number XXXX-XXXX-XXXX That company is very hard to get in touch with tried to get in touch with them it’s almost impossible well anyways I called the fraud department because after about 78 months with my head became a little clearer I said a look at it all my money was gone so I ask him to send me a statement because I’m expecting statements every month they tell me they’ll send statements out because they charged you $XXXX per statement and I told him I think there’s a mistake I should have more money in the bank I think either you make aA mistake or somebody stole my money so we talked for about an hour I explain to them what happened I have a pay which I have a picture of her name and address was there she was my ex fiancé I fired her right before I got the check because of personal reasons but the account that stay open for two loads if you read the Social Security manual they can still operate with that card and I’ve also had identity theft which I have very suspicious about her so anyways I explain to them what happenedSo here are the disputes disputable 1-XXXX dispute number 2-XXXX dispute number three XXXX dispute number4 XXXX so after we got all the disputed they told me they would mail out some forms that I needed to fill out They told me they would be here within 10 business days I’m still waiting father never sent me nothing never got the file that I never got to process I have a police report the police seen it they know what’s going on I’ve had a dirty theft my Social Security card was stolen you think they will dig a little deeper into this they sent me one piece of paper from some company called XXXX which I’ve never heard of the company says there was a conflict of interest which I really don’t understand what the conflict is Four different disputes they only investigated one and they told me that the investigation is over there’s nothing I can do you need to hire a lawyer if you want to continue investigating this case so that’s what I’m doing I sent you guys a picture so you could take a look XXXX and see you all Social Security is really dealing with thank you my name is XXXX XXXX appreciate your time
Company Response:
State: MA
Zip: 01844
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A