Date Received: 2019-10-03
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I receive my SSDI benefits on a ComericA Bank card. For three days I have been trying unsuccessfully log into my account but can not and the password recovery option is unavailable. I am trying to close account to stop fraudulent charges but when I call customer service at XXXX to cancel and get a new card the automated message says because of call volume they can not take my call. I now have NO way to contact this company!
Company Response:
State: MO
Zip: 63129
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: This morning around XXXX of XX/XX/2019 I withdrew XXXX $ from a gas station ( its maximum withdrawal amount ) and went to XXXX to withdrawal another XXXX for a total of XXXX at around XXXX XX/XX/2019 however it wouldn't go threw and now have a fraudulent suspension on my account I need to pay rent today and my phone bill and I've been on hold for as of XXXX with no answer. I've been doing this same thing for the last 7 months living down here in Texas and this is my only issue but its a big one.
Company Response:
State: TX
Zip: 77086
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
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 was charged XXXX for a service I no longer have with XXXX. I tried calling direct express to dispute the charge but it would not let me. I was unable to speak to anyone. I called over 20 times and it kept giving me the same response it could not help me. I deactivated the account with company over a month ago and they are still taking my money. and I want it stopped and I want my money back in my account.
Company Response:
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: My money loaded on my card midnight XX/XX/XXXX. Next morning my card was declined. XXXX had disappeared. I called card company direct express right away. The operator looked up my account, told me an online account had been created using my info to transfer my money to another account. They had also changed my user name to ( updated ). He took my report, sent a a form to fill out. I emailed the form same day and mailed it as well. They canceled my old card and sent me a new one.I recieved a confirmation email that they had recieved my paper work and would complete their investigation in 10 days and they would contact me by XX/XX/XXXX. By mail. On XX/XX/XXXX I called to ask about case. All the operator could tell me is what the computer said .they ruled against me but no details of why. He said he would send disput dept. a letter and I should expect a letter in 5 days detailing the investigation and how they came to that conclusion. I called again XX/XX/XXXX after no letter and was told the same thing. I was also told there was absolutely no other person or number available to me. There is absolutely no way they can say I am liable for this theft. My card was not stolen and I have no need to write down my pin # ( They are not abiding by the federal reserve Reg E. ). PLEASE help. This has caused a real hardship this month, Ive had to ask other people to pay my bills, Ive not been able to get this months prescriptions ( XXXX ) I have no way to get groceries, and more. Can you make them abide by the law?
Company Response:
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I AM A XXXX YEAR OLD SENIOR WHO HAVE BEEN CALLING DIRECT EXPRESS SOCAL SECURITY CARD HOLDER AND HAVE MADE SEVERAL ATTEMPTS AT LEAST 20, TO CLEAR UP XXXX DOLLARS IN CHARGES MADE IN XXXX XXXX AND I LIVE IN XXXX XXXX, NY I HAVE TRIED CALLING DIRECT EXPRESS NUMEROUS TIMES AND WHEN I DO GET THROUGH THEY KEEP ME ON HOLD FOR WELL OVER 2 HOURS AND THEN HANG UP ON ME. I NEED THEM TO PUT BACK MY MONEY IN MY ACCT BECAUSE I AM SENIOR AND I NEED TO PAY MY BILLS BECAUSE OF ME BEING ON A FIXED INCOME.
Company Response:
State: NY
Zip: 10550
Submitted Via: Web
Date Sent: 2019-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-23
Issue: Trouble using the card
Subissue: Trouble using the card to send money to another person
Consumer Complaint: US Direct Express is the most dysfunctional organization I've encountered. I have tried to make a money transfer twice. I have a confirmation number. After three weeks, the transfer has not been received but, the money was deducted from my account. Every time we tried to contact someone at US Direct Express the recording said they were too busy and to call back at a later date. That happened numerous times. We could never get through to a live person.
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-22
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: THIS IS REGARDING DIRECTEXPRESS.com the website and the call center. The US Treasury uses this card for people on SSI or Social Security. 1, The website asks individuals to " register to log in '' when you do your are CONSISTENTLY told " error '' then you do it over and over and it's the same message. 2. They claim to have a phone number for " hearing impaired '' ... NO ONE EVER ANSWERS 3. When you call for help it is IMPOSSIBLE to get an agent to help you..even for a lost or stolen card. 4. If you do get through you hold sometimes for 35 minutes ... after a long wait a recording comes on that says ... .. '' we are experiencing high call volume..please call backi '' THIS IS AFTER HOLDING FOREVER 5. There are elderly and XXXX XXXX people that have trouble getting help with the card or their benefits not being on the card. I help an XXXX year old male who is a XXXX XXXX and XXXX XXXX XXXX ... I can't count how many times we waited and waited. THE US TREASURY DEPT NEEDS TO DO SOMETHING ABOUT THESE CARDS THAT ARE ISSUED. What good are they if you can't get Customer Service. The Treasury needs more than one card service for all the elderly and XXXX PLUS there should be enough employees hired to service the Direct Express cards for recipients.
Company Response:
State: NY
Zip: 14225
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX I was suppose to receive my ssi check. I did not. I called social security and direct express. It's now 19 days later and I still have not receive my money. Direct had the wrong address and phone number in the system and I have been calling every 3 to 5 days. Lately I have been calling everyday. For some reason they keep sending my money back. I have missed several doctors appointments and can not pay my bills and eat.
Company Response:
State: SC
Zip: 29210
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2019 my Direct Express Card was reported fraud use, we have reported the card twice and they said we have a new card on the way. XX/XX/XXXX the card they supposedly closed there was another fraud charge. This is my SSI benefits, I am a veteran I depend on this every month. The Direct Express Customer Service say 's we are working on it. I told them I don't live in California and the charges are from XXXX XXXX XXXX and a College in California. I lost {$700.00} this month and if this continues this will build up. People are complaining about this Company. The hold times are over two hours and at times they will hang up the phone. This is really effecting my way of life I can't depend on this company to handle my Government issued card. I am contacting the Social Security in XXXX, GA to try to get this Government Direct deposit changed. There is a lot of people not receiving there money back. I hope this doesn't happen to me. XXXX try calling you will be on hold for two hours and your problem will never get addressed. I don't understand why the government is not looking into this matter if you could help. We also tried to close the account and they said they have to send paperwork to me meanwhile my card is being charged. I have not be able to get this resolved.
Company Response:
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2019-09-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2019 my checking account with Comerica bank. I had over drawn my account {$500.00} they charged me {$35.00} for the over drawn. This some how reached to {$1100.00} I had my employer deposit a check for the amount of {$2000.00} and when I tried to retrieve money my account was already close. Then comerica bank send me a check for the amount of {$870.00} when I tried to contact them for an explanation regarding what happened with the rest of the money. Comercia states my account had closed for insufficient funds. For this I got placed on the check system for 7 years even though I paid them back.
Company Response:
State: CA
Zip: 90018
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A