Date Received: 2023-09-22
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: on XX/XX/XXXX i recieved a text alert from direct express saying low balance. which was odd because i had over {$450.00} on that card... i logged into my direct express app to see what was going on and there was 7 charges totally {$470.00} that i did not authorize or do. the last time i had used my card was at XXXX XXXX to eat breakfast. i immediately called direct express and told them. they cancelled my card and issued me a new one i paid {$13.00} to have it 2 days later. i waited the days for the questionnaire of fraud to arrive in the mail. i filled it out to the best of my ability 's. ( i am XXXX hence the social security benefits on the direct express card ) and i faxed the forms in. I had to call in and get the fax number. I spoke to the lady who was very nice and she said to call in on monday and double check they received my papers i faxed and explain that the missing money i need for my car payment which was due so i called in and was informed yes they got my forms. the dispute case got the questionnaire of fraud forms back... closed the dispute and thats it the end. the end wait wait wait wait a min oh what do you mean since they closed it i cant do anything at all about it. i need new evidence to get it to reopen.. XXXX social security told me to go thorough direct express my money would safe and if ever there was issue they would fix it what do you mean THE END. so i have been doing their job for them what i have found out so far is my card was not used with any of those 7 merchants that my statement shows my card was used at. yes you read that right XXXX for XXXX on XXXX no order for card XXXX as a matter of fact no orders since XX/XX/XXXXXXXX for card ending in XXXX they have no info for me as i have made no purchase they do not know why my bank says they got {$200.00} XXXX for XXXX also no order for a card ending in XXXX on XXXX XXXX for XXXX also no order for a card ending in XXXX on XXXX XXXX XXXX XXXXXXXX XXXX XXXX for XXXX my XXXX XXXX account does not show that transaction as a matter of a fact cashapp wont let me use direct express and send out that kind of money. XXXX yes XXXX no anyhow this person used a XXXX XXXX of sale to XXXX XXXX XXXX XXXX i don't know but square cant show me anything either like the others no order for a card ending in XXXX on XXXX i have a claim in with XXXX and XXXX with XXXX as of now i got no info now how does a debit card or credit card get used and it show up on a statement yet the company that is says got these dollars says no we didn '' t and at the same time when i am disputing these fraudfully transactions the bank employee that is suppose to help me XXXX XXXX and closes my dispute so no one is investigation to find out that there was never an order put in like my statement shows... so now call me crazy and they do they being XXXX XXXX people who know me lol XXXX XXXX crazy i can go from sweet and nice to psycho XXXX XXXX XXXX in XXXX second XXXX around and find out today! anyhow so in my XXXX XXXX brain that means someone working at direct express is stealing money putting down in the statements its XXXX or what ever when there is no order to be linked to and then closed dispute no one is looking into it either so how will they get caught stealing from the XXXX and XXXX. well they will get caught cause i have breath in my body and i will fight and fight till i get what i want and right now i want my money back and who ever did this in XXXX for fraud or theft whatever with an enhancement as a hate crime cause they targeted XXXX peoples social security the person who closed out my dispute needs to be fired they didn't do there job that day.. there job is to investigate and find out what happened not close it out cause they lazy or what ever.. that is tantamount to embezzling they need to give back their paycheck as they didn't work to earn it and they shouldn't be paid to do nothing or to XXXX up other peoples XXXX XXXX what is wrong with people today direct express needs to either go out of business or revamp their everystuff and get it right this is horribly ridiculous
Company Response:
State: IN
Zip: 46953
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Direct Express said they did an investigation. They did not, I did not order from these XXXX XXXX XXXX. did not get any pills. I had XXXX, I did not need that computer co. They are the card that XXXX sent me for payments, so I never thought charges could be put on it. They also put on false payments from the XXXX. Which hurt me when I applied for food stamps. XXXX XXXX ( XXXX ) XXXX XXXX Thank you
Company Response:
State: AZ
Zip: 85392
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2023 I was mandated by court to enter a 6-month XXXX XXXX XXXX for substance abuse issues. Upon admission I turned over my personal property and my wallet to be stored during my stay. The facility is always locked, residents can not have visitors nor access the phone. My family left XXXX with the front desk personnel, and I was unable to communicate with them. I completed the six-month program and was discharged on XX/XX/2023. Upon discharge I had been informed that my stored property could not be found. I had to leave without my bag, personal effects and my wallet which held my license, insurance cards, and my Direct Express card that my Social Security checks are deposited into on the XXXX of every month. When I arrived home, I went online to Direct Express to check my balance information. I was shocked to discover that my balance did not reflect the social security deposits from XX/XX/XXXX until XX/XX/2023. I was horrified to discover that I was completely broke. I called direct express and verified that the deposits had been made each month and was told that there were withdrawals made with a Direct Express debit card and my pin number.. I filed a fraud report and a claim to have my funds returned and got a new debit card with a changed pin number. i received a claim questionnaire from direct express which I filled out and returned to them along with a copy of my admit and discharge paperwork from the treatment center. I sent a letter that informed the fraud dept that i was physically unable to use my card or withdraw money while in treatment from XX/XX/XXXX until XX/XX/XXXX, XXXX. I reported that I had not given anyone authorization to use my debit card or withdraw funds at any time .My claim was denied by direct express and I was told by the fraud department to resubmit the claim, which I did .I spoke to a supervisor from the fraud department and told her that I was without any funds to pay rent, eat, or pay for public transportation in order to work. I continued to call the treatment center to enquire about my belongings, but they had not been found. Direct express asked me where I kept my atm pin number and I told them that I have a XXXX XXXX that has caused me to suffer from XXXX XXXX XXXX and I have to keep all necessary phone numbers and pin numbers in my wallet, or I would be unable to access anything including the ability to get into my phone. My second fraud claim was denied and I was told by a fraud supervisor that my case was officially closed and would not be reopened. I can not understand or believe that my claim could be denied when I was physically unable to use my card or go to an atm and withdraw funds. There were phone calls charged to my debit card to someone in XXXX which I could not have physically placed. A replacement debit card was ordered and sent as express delivery to my home address in XXXX. I could not have ordered the card nor received it. I humbly request that the CFPB reach out to Direct Express in order to get a better understanding as to why they refuse to return my stolen money. It is a matter of survival for me at this point.
Company Response:
State: FL
Zip: 33446
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I reported unauthorized transactions on my debit card beginning XXXX XXXX for {$150.00} to XXXX XXXX XXXX. There were several charges from XXXX and XXXX, a XXXX XXXXXXXX card payment actually a few of them. The only card I have is my direct express for my XXXX benefits,73 charges from XXXX taken out of my account. A total of {$2000.00} was taken over a 6 month period of time while I was in XXXX. Direct Express said they would go back to XXXX and replace that but no further but that's not what they said the second letter I received from them. They said the charges in question they determined were not unauthorized, therefore no error occurred.
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-16
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: From XXXX XXXX through XXXX XXXX, they allowed their employee to steal all of my deposits, they recently claimed they would refund part of the {$4200.00} they owe me, then XXXX XXXX with Comerica bank directed me to call a general CS # at XXXX XXXX to try to recover the actual amt. They owe me. I can not reach any person to talk to at DE with any available # I am disputing all charges on my acct from XXXX through XXXX. My entire {$4200.00} needs to be refunded to me immediately by sending a check to : po box XXXX XXXX XXXX 's, as XXXX. You can not contact me via e-mail
Company Response:
State: AZ
Zip: 859XX
Submitted Via: Web
Date Sent: 2023-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: My acct with Direct Express was frozen on XX/XX/XXXX due to fraud, my address, phone # was changed, somebody ordered a new card, I didn't find out till I went to the ATM to make a XXXX then I started calling to see why my card didn't work, I called everyday & all day, some nights all night, it took me 11 days & hours of waiting for an agent to tell me what happened, I spent 2more days on the phone with 8 or 9 different ppl, not one of these told me that I needed a case # before they would even look at it, I finally asked for a supv. name is XXXX, he is the one that gave me case XXXX XXXXXXXX so I followed XXXX & I was told that when my ID was approved they would send me an email within 6 hrs, waited all day & next, I never got an email telling me anything, also I was told they fees would be waved on my new card, I was charged next-day shipping twice @ {$17.00} it took 5 days to get to me, I called & they can't explain why the difference in my XXXXXXXX XXXX XXXX, i still don't have my money & I'm on fixed income, it's cost me overdrafts because of auto payments from my acct, I should not have to pay for my ID stolen
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I opened a checking account, I let their legal department know I had someone robbing my account at other banks, they withdrawn more or less than {$200.00} fraud garnishment child support that had been removed expunged for more than 10 years a spoof.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: Had money sent to me on XXXX. My account said click here to enroll and recieve money. No matter what I try it will not send the code. There customer service told me it's an issue on there end showing my carrier is disconnected. They said there is nothing they can do. They refuse to refund the that was sent to me.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: {$3000.00} was fraudulently withdrawn from my Comerica bank account using a withdrawal slip from its branch in XXXX on XX/XX/XXXX. We found out on XX/XX/XXXX, ( this is an auto payment in and auto payment out type of account, we do not monitor it daily/weekly ) called Comerica branch immediately. They called back on XX/XX/XXXX and gave us 800 number to call. Called that number, and it was their fraud investigation department. They emailed an affidavit form. I filled it out and emailed them back on same morning. Last night I received a letter from Comerica bank that says I did not report it within 30 days hence " I waive right to contest payment of any item '', no refund will be given. I am amazed, that much of an amount can be withdrawn using a withdrawal slip ( withdrawal slips are available in bank lobbies to anybody ), and bank issues payment without checking ID of the withdrawer.
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Ive called the retailer which is XXXX about four order numbers, five items, altogether purchase separately, but shipped and delivered on the same day they were delivered to the wrong address. The delivery photo that the driver takes obviously shows that it was not my building or you in my neighborhood from the background in the building that it was made against And I was standing out but regardless I called the credit card company after XXXX denied the refund they were no help. I asked them every question I was supposed to sit on hold for an hour and a half at least the phone disconnected after they told me theyre gon na transfer me to the person that could help I called again. They said they could not help me. This was last night Which was Saturday, XX/XX/2023 Ive been dealing with XXXX since XX/XX/2023 Ive spoken to 33 representatives These are the four order numbers of the five products that never got delivered to my residence and I was not reimbursed for the dates were XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX was is the actual delivery day XXXX XXXX XXXX XXXX XXXX Order date : XX/XX/2023 Order # XXXX Order total {$18.00} ( 2 items ) XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ... {$9.00} Qty : 1 Sold By : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ... {$8.00} Qty : 1 Sold By : XXXX XXXX Order date XX/XX/2023 Order # XXXX Order total {$36.00} ( 2 items XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX {$5.00} Qty : 1 Sold By : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$29.00} Qty : 1 Sold By : XXXX XXXX XXXX - Order date XX/XX/2023 Order # XXXX Order total {$12.00} ( 1 item ) XXXX XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX ... {$12.00} Qty : 1 Sold By : XXXX {$67.00} total No actions were taken by the company though they admitted they did deliver it to the wrong address The delivery proof photos of the driver took theyre not of my resident I live in a brick building. Theres no white vinyl shining or flower pot gardens anywhere in my neighborhood and park. Benches are outlawed. This is not my neighborhood or my building or my residence is and disputable
Company Response:
State: NY
Zip: 14701
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A