Date Received: 2019-12-07
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I contacted Direct Express in XXXX of XXXX when I noticed several charges in XX/XX/XXXX on my debit card that I received my veterans benefits on that I did not authorize nor did I recognize the company making these charges. On each occasion I reported these charges as fraudulent and I needed to make sure they wouldn't be charged going forward. I was told I would receive paper work in the mail to fill out to dispute the charges. I never received any paperwork in the mail and the charges continued month after month for 10 months. I called every week month after month for 10 months and my reports fell on deaf ears. I was given several case numbers and emails from both companies which I can provide if needed going forward. I was told the same thing each time I called and each month my veterans benefits was wasted and was not able to pay my bills and buy food. My veterans benefits on this card are FDIC insured and I was told my veterans money would be safe with Direct Express well as you can see they were not. I have made a fraud complaint against Direct Express with the U.S. Department of the Treasury for Direct Express not stopping the charges and not refunding the fraudulent charges to me. Direct Express allowed this fraud to go on against me for 10 months and I lost about {$800.00} of my government veteran benefits. Finally the end of XX/XX/XXXX my wife found out by doing some research on the internet who these charges were coming from. I contacted them by internet and the company accepted that these were fraudulent charges but was only able to get them to refund 4 charges = ( 2 ) of {$19.00} and ( 2 ) of {$59.00}. The person said that I needed to email the rest and I would be contacted within 24 hours and of course I attempted this more than once and never was contacted back and never received any more of my money back. Finally I gave up and contacted the veterans administration and they stopped my funds from going through this company Direct Express and routed my funds to a much safer entity where I have had no further fraudulent problems. I think Direct Express is allowing this fraud to go on to a lot of people. I have read where Direct Express has allowed this very thing to happen to a lot of people all over the united states and they have also had a class action law suit against them for this very same thing. This Direct Express is not safe and should be stopped from doing further business of handling peoples monthly benefits. List of Charges : XX/XX/XXXX total of {$48.00} charges from XXXX XX/XX/XXXX XXXX {$9.00} XX/XX/XXXX XXXX {$14.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$19.00} XX/XX/XXXX XXXX {$59.00} XX/XX/XXXX XXXX {$59.00} Total of {$790.00} was stolen from me and I want it back since my veterans benefits were federally insured by the FDIC.
Company Response:
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2019-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-06
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I noticed a fraudulent charge on my Direct Express debit card last week on XX/XX/XXXX for {$4.00}. That card is where my Social Security payment is deposited each month. The store where the charge was made is one I knew I hadn't visited in about 6 months & my debit card has NEVER been out of my possession. So I knew it was fraudulent. I called the customer service number on the back of my Direct Express debit card & stayed on hold for way over an hour but finally got through & reported the charge. I asked whether the card should be canceled & was told that since the fraudulent charge was still pendingI needed to wait until it went through. A few days later, after this month 's SS payment was deposited on the XXXX, I got a low balance alert from Direct Express on the same day & discovered that someone had charged {$860.00} to my card in XXXX, AL, which is about 4 hours from where I live. The charge was made at a XXXX XXXX store. I was at the doctor 's office getting tests but within an hour was back home & began calling to report the fraudulent charge. I stayed on hold over & over again, only to get a recording saying they were experiencing heavy call volume & disconnected. Finally after almost two hours of calling & being on hold, I managed to reach customer service & reported the fraud. The rep canceled my card & I paid {$13.00} for expedited shipping of a new one. This was on Tuesday XX/XX/XXXX. I received the card today, Thursday XX/XX/XXXX & stayed on hold almost 90 minutes to get it activated. That agent told me to hold while he transferred me to " Level Two '' and I was on hold for an additional hour and 10 minutes. When I finally reached customer service, that person was incredibly rude, basically accused me of misusing the card myself and told me they would " try '' to get my money back but it would take 45 days. I was so upset I was having XXXX XXXX. I thought I had protection against fraud & that my money would be at least provisionally added back to my card while they investigated. But no. I am appalled that the SSA is using this shady outfit & recommending it to seniors like me who mostly live on a fixed income. This is a disaster for me. I've had some unexpected medical & other expenses recently & have literally no money now to pay my bills this month or even buy food. When I XXXX the Direct Express card, I found dozens of horror stories identical to mine, of people being on hold for hours & hours, disconnected due to heavy call volume, unable to recover the money fraudulently charged to their debit card ... many people reported never getting their funds back at all. How are they getting away with this? I learned through XXXX that there is or has been a Class Action suit against Direct Express because of these incredible practices.
Company Response:
State: AL
Zip: 356XX
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/2019 I went to the local XXXX and made a purchase with my Direct Express debit card on which I received my XXXX benefits. Upon completion of the transactions I left my card in the card reader. Someone got my card and in the next few hours made 5 purchases, running my debit card as credit, totaling {$160.00}. As soon as I knew what had occurred, I contacted Direct Express and filed a dispute. Over the next six weeks I filed a police report, contacted management at XXXX and filed the written dispute required by Direct Express. After almost 60 days i received the decision from Direct Express denying my claim. Their decision seemed to be made mainly on the fact that I have the Direct Express app on my phone, which I do not, and that I have my phone number attached to my account.
Company Response:
State: NV
Zip: 89101
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I have a DirectExpress card. I receive my SSDI on the third and my XXXX son 's receive SSI on the XX/XX/XXXX. All three go to the same card. When I used the card on the XX/XX/XXXXit was fine. When I went to withdraw from the card on the XX/XX/XXXXto pay my rent and utilities ... I was unable to use the card. In fact the message I received was that I was not an authorized user. I thought perhaps it was a glitch so I attempted to use the card at a store where it was denied. I then called the number on the back to obtain my balance and was immediately sent to a recording and placed on hold for over two hours and then hung up on. This has happened multiple times over the last 2 days. Today on XX/XX/XXXX I attempted to withdraw from the card again and received the same message so I attempted to set up an account on their website to find out what was going on with my card only to be unable to do so. The card is completely locked and the website states that all my information is wrong. I have attemped to contact DirectExpress countless times at all hours, I have contacted the bank Comerica Bank that issues the cards ( only to be told they have no access to the accounts ), I have contacted the XXXX XXXX XXXX, and am now contacting you. I have literally reached a dead end and have no idea what to do at this point. I currently have a call into my governor, congressman, and my attorney as I genuinely feel this may be a case of internal fraud. The fact that they are failing to contact me back and are continuing to hang up on me only feeds that belief. It is my hope that filing this complaint will help resolve this issue in a timely manner.
Company Response:
State: KS
Zip: 67501
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Other service problem
Subissue:
Consumer Complaint: IT IS IMPOSSIBLE TO GET IN TOUCH WITH DIRECT EXPRESS. I CALLED THE NUMBER FOR THE XXXX XXXX AND SOMEONE ASWERED THE PHONE BUT HUNG UP ON ME WHEN I TOLD THEM I DID NOT HAVE A TTY DEVICE. THIS SEEMS TO BE A FRAUD WHEN YOU STAY ON HOLD FOR 1 1/2 HOURS AND STILL NO ANSWER. HOW CAN I GET MY MONEY. I NEED IT NOW!!!
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Advertising
Subissue: Confusing or misleading advertising about the card
Consumer Complaint: The following reprinted advertisement is a lie. I have not been able to contact any direct express customer service agent over the phone. The mobile app and the web site are not adequate to address my concerns. A high call volume is no excuse for not being able to get through to a customer service agent or being hung up on. This is outrageous and my money is being stolen. By the time this letter arrives and is processed how much money will be taken out of my account? This has always been an issue with Direct Express for all the years I have had the card. NOT using the card does not resolve the issue. I am having an issue with unauthorized withdraws from : XXXX XXXX XXXX XXXX XXXX d/b/a XXXX # XXXX XXXX XXXX XXXX XXXX XXXX NM XXXX XXXX XXXX XXXX Already have a Direct Express card? For all questions related to the Direct Express card, cardholders should call : Customer Service XXXX Customer service is available 24/7 We handle calls related to : Reporting lost or stolen cards Balance inquiries PIN changes Transaction history requests Registering a complaint about a card issue Questions about card usage Questions about international card usage You can also write to us at : Direct Express, Payment Processing Services. XXXX XXXX XXXX XXXX XXXX, TX XXXX What good is this ad if you can not get thru. Plus you don't get a routing number and you can not update anything with out a customer service rep.
Company Response:
State: NM
Zip: 87108
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-29
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: I cant seem to login to my account online and when u signed into the mobile app it shows a charfe for a new card and cor the mailing and shipping charge that i did not do or authorize.
Company Response:
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2019-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I am a payee for my sister-in-law, her social security XXXX benefits go on a Direct Express card each month. In XXXX 2019 {$180.00} in fraudulent charges were put on her card. I immediately called Direct Express. I spoke with the fraud department and they sent out paperwork for me to fill out, I did that and I faxed the paperwork to Direct Express and I received a confirmation that they received it. 9 business days later I call Direct Express to follow through because we still have not gotten credit, they claim they never received the paperwork from me. I've been faxing the company every single day for over 10 days now getting a confirmation each day and we still have not gotten credit. when I do try to call them I either get disconnected or two to three-hour process. All we want is her money. the charges came from XXXX, none of us has a XXXX, none of us have a XXXX account. This money is the only money she has coming in. Thank you. I submitted the original card number that the funds were taken from, we now have a new card with a new account. Thank you again
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2019-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-23
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: I received my benefits on my Direct Express XX/XX/2019. At XXXX I withdrew {$250.00} from my account at an XXXX ATM. I had a balance of {$45.00} left in my account. On XX/XX/2019 at XXXX I ordered food from XXXX XXXX XXXX XXXX for {$23.00}. that left me with a balance of {$22.00}. On XX/XX/2019 at XXXX I slid my card for some XXXX XXXX XXXX in the amount of {$8.00}. On the XXXX of XXXX when I called to check on my benefits due on that day. I was unable to check my balance and wasn't able to use my card to make purchases. I have been trying to contact Direct Express since XX/XX/2019. Direct Express has been unreachable they have not sent me anything in the mail or via email. The past couple months has been very difficult not being able to receive my benefits.
Company Response:
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2019-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I noticed a charge of {$240.00} that I did not recognize. I called Comerica and reported the fraud and they started an investigation. They called me back later and asked a few questions. They sent me a letter in the mail stating that these transactions were authorized by me. I called them to report it unauthorized!!! I have no history of reporting fraud and have been with this bank over ten years. I'm appalled that they will not protect me in this case.
Company Response:
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2019-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A