Date Received: 2019-11-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was arrested and remained in jail from XX/XX/19 thru XX/XX/19. During this time my debit card that I receive my XXXX XXXX XXXX benefits on was used and completely drained. All of which were online transactions. I sent proof of XXXX. I have never purchased any games nor do I have any XXXX or a XXXX acct. Never have. My identity and truck were stolen earlier this year, which ties in W the XXXX. This most recent theft of my personL property and debit card just makes my losses compound. My parents/family are all deceased so I have been staying w people IDK. I'm on my own and NEED my money back. WHEN TOLD MY DISPUTE WAS COMPLETELY TURNED DOWN, 45 DAYS LATER, AND THERE IS NO APPEAL PROCESS AVAILABLE I TRIED CONTACTING THE MERCHANT 'S I HAVE INFO ON HOW TO BUT HAVE BEEN TOLD BY XXXX THEY'CANT HELP ME W/OUT THE OLD DC # WHICH DE CANT GIVE ME. please help
Company Response:
State: FL
Zip: 33594
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-22
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Direct express debit card : Within two months I've had to file a claim with this company for fraudulent transactions. Both claim filings we're delayed due to the fact you can't get though the company through phone because it's gives a message that the call volume is high and then it hangs up on you. When I did get through to them which for both took anywhere between 3 to 30 days of calling constantly to get a live representative which is the only way to file a claim. The first claim was filed in XX/XX/2019 for {$320.00} which I tried to settle the matter with the company first. The claim was made due to the fact that the company processed a payment without my permission. I never signed up for recurring payments and when I used the card before to make a payment with them it was one time payments only. I'll was told by direct express that my claim was denied on the 10 day due to conflicting information. The second claim was filed on XX/XX/XXXX for {$760.00} because my card was stolen by someone that I had to know because they stole my card and took everything off. When I did get through to make a complaint I was told that making a police report wasn't necessary but would be a help. I filed then claim and sent all requested paperwork in. On the 10 day they told me it was denied due to conflicting information. The second claim and same results. I tried to file an appeal on the second claim and was told I can't file an appeal and received no detailed claims on the the claims results after requesting. Direct express makes no efforts in investigating claims. It's very hard to get through on their phone lines and when you do get through they transfer you XXXX or XXXX tomes to departments that don't know what they are doing. Even after filing a police report for the second claim they told me that they couldn't reopen the claim and the police would have to get my money back.
Company Response:
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-20
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: Directexpress debit card Within two months I've had to file a claim with this company for fraudulent transactions. Both claim filings we're delayed due to the fact you can't get though the company through phone because it's gives a message that the call volume is high and then it hangs up on you. When I did get through to them which for both took anywhere between 3 to 30 days of calling constantly to get a live representative which is the only way to file a claim. The first claim was filed in XX/XX/2019, which I tried to settle the matter with the company first. The claim was made due to the fact that the company processed a payment without my permission. I never signed up for recurring payments and when I used the card before to make a payment with them it was one time payments only. I'll was told by direct express that my claim was denied on the10 day due to conflicting information. The second claim was filed on XX/XX/XXXX because my card was stolen by someone that I had to know because they stole my card and took everything off. When I did get through to make a complaint I was told that making a police report wasn't necessary but would be a help. I filed then claim and sent all requested paperwork in. On the 10 day they told me it was denied due to conflicting information. The second claim and same results. I tried to file an appeal on the second claim and was told I can't file an appeal and received no detailed claims on the the claims results after requesting. Direct express makes no efforts in investigating claims. It's very hard to get through on their phone lines and when you do get through they transfer you 5 or 6 tomes to departments that don't know what they are doing. Even after filing a police report for the second claim they told me that they couldn't reopen the claim and the police would have to get my money back.
Company Response:
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
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 reported the following unauthorized charges on my Direct Express MasterCard Depbit card by phone. XX/XX/2019 XXXX XXXX XXXX, XXXX, INTERNATIONAL PURCHASE FEE {$0.00} XX/XX/2019 XXXX XXXX XXXX, XXXX, INTERNATIONAL PURCHASE FEE {$2.00} XX/XX/2019 XXXX XXXX XXXX, XXXX, CASH PURCHASE {$71.00} XX/XX/2019 XXXX XXXX XXXX, XXXX, INTERNATIONAL PURCHASE FEE {$3.00} XX/XX/2019 XXXX XXXX XXXX, XXXX, CASH PURCHASE {$100.00} XX/XX/2019 XXXX XXXX XXXX XXXX XXXX, INTERNET, INTERNATIONAL PURCHASE FEE {$0.00} XX/XX/2019 XXXX XXXX XXXX, XXXX, INTERNATIONAL PURCHASE FEE {$1.00} XX/XX/2019 XXXX XXXX XXXX, XXXX, CASH PURCHASE {$61.00} There are 10 separate charges in the total amount of {$390.00}. I also submit two written notifications. One as instructed by Direct Expressed and another written by myself. Both, were submitted within the 10 day requirement per Direct Express instructions. On XX/XX/2019 Direct Express made the following adjustments to my account balance. XX/XX/2019 XXXX,, INTERNATIONAL PURCHASE FEE REVERSAL {$2.00} XX/XX/2019 XXXX,, REVERSAL CREDIT {$71.00} XX/XX/2019 XXXX,, INTERNATIONAL PURCHASE FEE REVERSAL {$3.00} XX/XX/2019 XXXX,, REVERSAL CREDIT {$100.00} XX/XX/2019 XXXX,, INTERNATIONAL PURCHASE FEE REVERSAL {$2.00} XX/XX/2019 XXXX,, REVERSAL CREDIT {$96.00} XX/XX/2019 XXXX,, INTERNATIONAL PURCHASE FEE REVERSAL {$1.00} XX/XX/2019 XXXX,, REVERSAL CREDIT {$61.00} There were 8 separate credits in the total amount of {$330.00}. Which left an outstanding balance of {$56.00}. I was also charged for a replacement card in the amount of {$4.00}. As well as a fee for expedited delivery of my new card {$13.00} This new card was sent out in an expedited manner because the first replacement card never arrived. I was under the impression that there would be no charge. On XX/XX/2019 the following unexplained charges in the total amount of {$3.00} appeared on my card account. XX/XX/2019 XXXX,, DEBIT ADJUSTMENT {$0.00} XX/XX/2019 XXXX,, DEBIT ADJUSTMENT {$0.00} XX/XX/2019 XXXX,, DEBIT ADJUSTMENT {$1.00} XX/XX/2019 XXXX,, DEBIT ADJUSTMENT {$1.00} All told the outstanding balance suffered by me personally for unauthorized fraudulent charges on my card is currently {$76.00}. When I phoned in to originally provide notification of the above unauthorized charges I was told that I would only be able to dispute 5 of the charges because the others were still pending. The charges that I was told I could dispute did not correspond to the charges that were presented on my online account. I objected. But, my objections were dismissed.
Company Response:
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Received SSI deposit on XX/XX/2019. All of the funds were taken from my account without my consent on XX/XX/2019. I contacted the bank on several attempts to dispute but was on hold over an hour with no one to come to the line. I monitored my account for days and observed deposits placed and removed. One deposit for {$15.00} then XXXX balance. Another day a deposit of {$60.00} then immediately after less than {$1.00} balance. The card has not been used by myself and is in and always has been in my possession. I have yet to be able to speak with anyone from US DIRECT EXPRESS
Company Response:
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-07
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: There were 2 fraudulent charges on my card on XX/XX/XXXX for $ XXXX/each from XXXX. I filed a complaint with Direct Express as required along with filing a police report locally and an FBI report online. I canceled the card on XX/XX/XXXX and was charged {$13.00} to expedite new card. On XX/XX/XXXX I was given 2 Provisional Credit Adjustments for $ XXXX/ea. On XX/XX/XXXX a new fraudulent charge by XXXX for {$120.00} was placed on the NEW card. Did all of the same stuff as I did with first fraud less the FBI report. Canceled the card and again paid {$13.00} expedite fee plus a {$4.00} new card fee on XX/XX/XXXX. On XX/XX/XXXX two {$200.00} Provisional Credit Reversals were on my account. On XX/XX/XXXX two Reversal Credits for {$200.00} were applied to my account. On XX/XX/XXXX XXXX Reversal Debits for {$200.00} each were applied to my account and it now sits at - {$400.00}! The XXXX charge is still currently in a provisional credit status for {$120.00} from XX/XX/XXXX. Due to all of this I decided to find a new banking institution and got all of my money out of that account on DirectExpress mastercard. I've been getting the runaround with DirectExpress and their customer service is non-existent it takes forever to get a person and then they can't/wo n't do anything to help. Worst company I've dealt with ... EVER they need to be shut down!
Company Response:
State: OR
Zip: 97224
Submitted Via: Web
Date Sent: 2019-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Anew card was issued to someone from Direcr Express to another person, I did not request this, this person removed y money in the acct. and waited till my direct deposit was put on my acct on XXXX. They made 3 withdrawals from an atm, our card is now closed and theirs is too for fraud. Please help me solve this and try to recover our deposits. Im a XXXX mother with an XXXX XXXX. Please thank for your help ... we only receive XXXX a month, and need XXXX, with paying bills. Thank you
Company Response:
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My direct express government card has frozen my account bc they suspected fraud. This was on the XX/XX/XXXX. They said it is suspended until I contact them but Ive called night and day, and have been sitting on hold for hrs until the system hangs up on me for a week now. Its the only income I have n my bills and rent have been due since the first.
Company Response:
State: SC
Zip: 29588
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I receive XXXX for myself and dependant children, on Direct Express ... XXXX mistakingly deducted {$620.00} off of my card.I resolved this situation with this entity. They canceled the transactions to be placed back on to my card ... I have called Direct Express over 50 times ... they Hang up on u!!!! I Even called Comerica bank the issuing bank under contract with the federal government ... no one picks up!! As soon as I stated direct express on automated service, it's over with for me!! ..All I want is confirmation that they are going to put that money back on my card that XXXX has already released to it. This is the money we survive on! I have minor children ..and none of these people care cuz it isn't them dealing with it.
Company Response:
State: WV
Zip: 255XX
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-02
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Good Morning Sir or Madam, I am filing a complaint against Direct Express. Every first of the month, {$430.00} is posted on my Direct Express debit card. I called XXXX to check the balance on the card, it says the {$430.00} was posted into the account on XX/XX/XXXX, but also there was a {$230.00} charge on the card XX/XX/2019 that I did not authorize. I called repeatedly to inquire about the charge because I don't know where it was from. I want to dispute the charge, but unfortunately after several attempts, I kept getting a message reading high call volume, try again later. I called the social security administration they said, once the send money to Direct Express, it's out of their hands. They said for me to try to call Direct Express Saturday morning @ XXXX. Unfortunately, I called today, Saturday XX/XX/2019 and keep getting the same recording. I have no way of knowing why my funds are missing or who is responsible for the charge. Direct Express number listed on the card is XXXX. There is no address listed on the card. I searched their website for an address. XXXX. XXXX XXXX XXXX XXXX, TX XXXX is listed. Can someone please help me? My contact information : XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, Texas. XXXX Phone :. XXXX
Company Response:
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2019-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A