Date Received: 2019-10-29
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I was a victim of hacking and my bank card information was stolen and used on XX/XX/2019 to make charge to these businesses on line with the amounts shown on that date :. XXXX XXXX {$280.00} XXXX XXXX XXXX. XXXX XXXX. XXXX XXXX XXXX. {$62.00} XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX XXXX XXXX XXXX. . XXXX XXXX XXXX. {$49.00} For a total of {$920.00} my figures could be incorrect but they are closer than US Direct Express Bank figures and I recovered {$430.00} on the XXXX of XXXX and that money was put back in my account I tried contacting that bank then but was unable to it seems they have an overload of calls nearly all the time. When I finally got in touch with them on the XXXX I filled a fraud claim and they wrote me back on that date with the attached Statement and on XX/XX/2019 I recieved another statement saying that my money had been refunded and my case was closed. The money they are talking about is not the money they were supposed to get back the money they are talking about is monies that was returned before I ever filled a fraud complaint with them and before I first contacted you people, when i talk to them all they do is make me mad because they lie to me or make me mad enough that I say something they don't like and hang up on me and yes they do lie.
Company Response:
State: TX
Zip: 76114
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: Over {$2600.00} dollars of fraud charges were charged to my Direct Express card. Which is were i get my social security payments from. I filed a complaint with the company supplied them with all documents they asked for including a police report that was filled. I was told the case was closed they couldn't find that they were fraud charges. I called back and spoke with a manager and explained to him that I was in the ICU for the whole month of XXXX that I had no way to make these purchases. He said he would reopen the investigation and asked me to send him the paper work from the hospital showing i was in the ICU. Which I did. Now anytime I call and reference the SR number it directs me to a message saying they are busy at the moment try calling back.. This has been going on for months. I have faxed them asking for someone to call me and I have yet to speak with anyone. A police report was filled and investigated and they have issued a warrant for the person who stole the money. That's great but I need my money back. I live on a fixed income and this is a big chunk of money that was taken. The customer service with this company is very bad.
Company Response:
State: CO
Zip: 80004
Submitted Via: Web
Date Sent: 2019-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-28
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On or about XX/XX/2019 I noticed while looking at account a lot of pending charges that occurred in the XXXX. I new I didn't charge it so I called till blue in the face and I finally got a person on the phone from Direct Express. I explained it to her and she stated there was nothing she could do while the charges were pending. I got off the phone and called a bunch of times with no luck. I the looked at the card for the bank that was backing Direct Express. The gentleman from this company got someone from Direct Express to assist me. With that I filed the complaint and was told Direct Express would send me paper work to fill out and fax back before XX/XX/2019. I have never gotten the paperwork and time is running out. He had in front of him all my info on my account and was going trough the fraudulent charges from the XXXX. I have made many attempts to get back in touch and get these charges reversed and put my money back. Every cent I have is crucial to me. Last contact with them was XX/XX/2019 spoke with XXXX he gave me this number : XXXX. Direct Express was good to me until I needed help. I feel they dropped the ball completely.
Company Response:
State: MD
Zip: 21157
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-24
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: i am my brothers payee for his social security benefits i applied for a replacment card in XX/XX/2019 they gave me a hassil and said i need to send my social security card and goverment id for me and my brother which i did and i never heard back from them so i called agin and they gave me the run around and wanting me to send my information agin i said know because now im getting scam emails from direct express which they said they dont sent emails but told me to email my information i went to XXXX sc socail security office and the agent called direct express and they gave her the run around and finally told her the card will be in my mail box in 7-10 days it never came so i called to XXXX again they were rude which they always are so i called XXXX sc social security office and they said its nothing they can do need to call XXXX sc so i called the federal social security at XXXX and explained my situation so the agent called direct express he had me on three way direct express agent was rude and said they cant send the card or give out any information tome with him on the phone so i called back and they tried to get me to send my information agin i said no this a scam then they claim they sent the card and its been used which i never gotten
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I was fraudulently charged with a bank transfer to an account in my name I did not open. I called my bank, Comerica aka Direct Express, to let them know. Instead of them realizing that my online banking was set up and taken over by someone I don't know, they only canceled and sent out a new card. When I received my next monthly XXXX payment this same person again, took the rest of the money from my account, on XX/XX/XXXX. I called my bank again and talked to a smarter Rep who realized the problem was much bigger than sending out a new card. I was told I needed to fill out a form within 10 days but I did not receive that form in the mail until after they asked me to send it in. When the second transaction happened they told me I could fill out both dates on the same paperwork and was promised by a supervisor that I would be receiving the provisional credit for the 2nd transaction. I sent it in that day and that was a terrible mistake, I wish I had done it on 2 forms. They have completely denied any provisional credit, even though I was told I would receive one by a supervisor on the XXXX. After 10 business days ( XX/XX/XXXX ) they emailed me telling me I was denied. So I called in Friday, XX/XX/XXXX, and everyday until today, Wednesday, XX/XX/XXXX because they didn't see on their end we were being denied. All of the supervisors I spoke with made it sound like they were trying to find out why we were denied for a provisional credit on XX/XX/XXXX because I didn't send in the paperwork by XX/XX/XXXX. Do they expect me to go back in time to fill out paperwork for a transaction that hadn't happened yet? I didn't receive the form in the mail by that date and still have never received the other form they automatically sent out from the 2nd transaction. Now they are saying they are making me wait past the 45 legally allotted days to return those funds to me. They are not following the law. I have filed a complaint with the Federal Reserve and now I am filing a complaint here. This company directly deals with accounts of those on federal programs. So they are making XXXX people jump through extreme hoops, to never receive their money. I read many articles online about how they make people wait months to return funds. I can not wait that long as they are holding onto {$890.00} of mine and have been going without groceries or paying bills. I would like for them to lose their contract so other XXXX people don't get XXXX XXXX by this company. They are a disgraceful company. I wish I could switch to a different account.
Company Response:
State: CA
Zip: 90813
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-22
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was XXXX from XX/XX/XXXX - XX/XX/XXXX. When I returned home and set up my online account for my US Direct Express debit Mastercard which received nearly {$15000.00} of back payment for social security XXXX payments ( XX/XX/XXXX - XX/XX/XXXX ), I discovered over 136 transactions for restaurants, utiltiies, court fees, legal services, car repairs, car loans, rent, cash withdrawals that were fraudulently made by the person checking my mail at my PO Box . I immediately confronted the person, who admitted to using my card without my permission and promised to pay me back. This was all of the money I have to survive on. When the suspect did not pay me back as agreed, I had to file a police report with the XXXX Police to dispute all of the charges. I also contacted all of large amount creditors who noted their file. On XX/XX/XXXX, US Direct Express unwarrantley denied my dispute and is further victimizing me by not accepting the dispute so that those unauthorized charges can be reversed. I have sent US Direct Express a demand for an explanation, and request to appeal that denial. And, further investigation has determined that a second suspect made unauthorized charges, and I have filed a new dispute for those charges. The amount stolen is approximately {$13000.00}.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2019-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2019 I received notification from Comerica Bank that my Comerica HealthReserve HSA account would be moved to XXXX XXXX unless I sent a transfer request Comerica c/o HSA Transition XXXX XXXX XXXX XXXX XXXX, FL XXXX before XX/XX/XXXX, XXXX.The request was mailed from my new HSA Trustee/Custodian XXXX XXXX XXXX XXXX on XX/XX/2019. On XX/XX/2019 the XXXX XXXX XXXX XXXX called me to indicate the request was returned from the US Postal Service as un-deliverable. On XX/XX/2019 I called Comerica c/o HSA Transition contact number XXXX. Upon calling the number it gave a new number for XXXX XXXX. I called XXXX XXXX and was told I must sign their forms and pay their fees. I would request that my HSA funds be submitted to XXXX XXXX XXXX XXXX as soon as possible without any additional fees.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: doing busness with direct express field a dispute with them way back in XX/XX/XXXX in the amount of {$87.00} usd i saw an ad on XXXX for a scooter from XXXX XXXX i gave direct express all the paperwork and emails from her saying that i tried to cancel six times direct express refuse to help me they would not help what due i due just want XXXX bucks back
Company Response:
State: CA
Zip: 93727
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
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/XXXX we ordered food at 1 or 3 in the morning from XXXX XXXX I mean from XXXX XXXX a local place in XXXX XXXX XXXX to XXXX two minutes later the amount of XXXX dollars and XXXX cents another mount for XXXX dollars and XXXX cents and then another amount for {$0.00} all three of them States ATM withdrawal is no way possible you can even injure all withdrawal does large amounts out of ATM anywhere that I know of even in South Carolina so with that being said they know we didn't use the money that's it it's a lot of fry going around they promised us three emergency expense diet call confirmation numbers they would expedite the process due to the circumstances they told us to send in the dispute form being that it didn't get here in a timely fashion we created our own dispute form with a case number on it all the information times dates and everything still yet have yet to hear from the XXXX XXXX each time I call they won't go online for 3 hours waiting my sister has no food she just got a tooth pulled she can't even feel prescriptions also her rent is due date charging her late fees we went into the local social security office is nothing they can do she has a mental health appointment this week she has a copay she has to pick up other XXXX medications and whatnot they still will not comply it's been since the third for the first dispute form I send in my own cover sheet and everything they said they received the emails the investigator will Contact we no one ever called back at please tell me what to do cuz the XXXX XXXX is not doing their job is disgusting is sick and I told them my sister make XXXX did they told me to go to the local social security office and see what they can do I don't know what else to do a promise this emergency transactions are emergency funds because they said it's going around some company from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX they know that we didn't use the one that all we order the food came to a total of {$20.00} we still have the card in our presence they sent out another car and told us three times the funds would be on the card you receive the card the new one in the funds are there please contact us asap please help
Company Response:
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-13
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 checked my balance by phone before going to the store. I noticed that my account balance was several hundred dollars less than it should be. I tried to log into the direct Express site, to check my balance, but it would not let me. I tried to contact direct Express and after several calls that could not go through due to high call volume and 40 minutes on hold I was finally able to reach someone. I asked him what the charges we and he told me there was one from XXXX totaling XXXX dollars and to call XXXX to have them stop the charges. He did not have me cancel my card or tell me that there was another charge to XXXX of XXXX dollars. I contacted XXXX who did not come up with anything in an investigation. I tried contacting direct Express for 3 days and again due to high call volumes could not get ahold of anyone. While this was happening there were 4 more fraudulent charges 2 foriegn and 2 from XXXX in XXXX made on my card. When I finally was able to get ahold of someone she had me cancel my card, told me she was sending a new one and a package to despute the charges and asked if I wanted expedited shipping on the card for a charge to which I said no. A few days later I got an email from ups saying they had delivered my card, the card was delivered to the wrong address, and the despute packet never arrived. When I contacted direct Express about the card being delivered to the wrong address and not receiving the packet, they said they would send a card, but I would be charged for it. I told them I should not be charged because they sent it to the wrong address, to which they said they would waive the fee and send the despute packet. On XX/XX/XXXX they charged me XXXX for expedited Shipping of the card which I explicitly said I did not want, and they never sent me a despute packet. On XX/XX/XXXX they gave provisional credits for 2 of the purchases while they investigated the charges. I still had not received the packet to despute the charges and include my police report. And they did not credit me for the 4 other fraudulent charges. XX/XX/XXXX I recieved a letter saying they had investigated and were not able to prove fraud had occurred and will be reversing my credit and be taking XXXX back from my card. Again I was never provided the packet to despute or provide further information for their investigation including a police report and the facts that 4 of the charges were in California and two out of the country in a foriegn language while I live in kansas. I am on disability and them taking the money back is detrimental to me and my living situation. I have not been able to get ahold of anyone at direct Express since receiving the last letter. There are no family members or friends that have access to my card, all of these charges occurred while I was sleeping.
Company Response:
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2019-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A