Date Received: 2019-06-04
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/2018 my prepaid debit card, issued by Direct Express for my Social Benefit checks to be deposited into, was stolen while I was on vacation. On XX/XX/2018 I called Direct Express and notified them of the theft. The card was cancelled on that day. On XX/XX/2018 I received a Questionnaire of Fraud from Direct Express, which I filled out claiming {$17000.00} in fraudulent charges on my card and I mailed it back the next day.. I was credited {$5100.00}. I have called Direct Express numerous times to get the remainder back but they will not return my calls or follow through. Comerica Bank, which processes the transactions, will not help. I called them and they said to call Direct Express. I called them again on XX/XX/2018 and the person at the Fraud Department said he could not talk to me and transferred to a Level 2 line, where no one ever answer the phone, per usual.
Company Response:
State: AZ
Zip: 85711
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: On XX/XX/2019 I checked my XXXX XXXX card and was told that fraud had happened on my card and it was locked. I was told that someone had called in and changed my address, phone number and was issued a new card. I was not informed of any of this and I was told to fax my ID and social security card in. I did this and I'm keep getting told they have not received it and it could take 48 hours to fix this problem it's been 48 hours and still locked.. I looked on my online account and the card I have does not match mine. I can't pay my rent or get my funds. My complaint is how did this happen and why was I not informed, no letter or anything.
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Starting back in XXXX of last year I started noticing that there were transactions with my card that I did not do so I proceeded to check my wallet and that's when I noticed that it was an old card in my wallet and not my current one someone had changed out cards. When I tried to log into my online account again I was not able to someone had gotten into my account and changed my password and security questions. Since then it has been an ongoing thing from month to month that someone has taken funds out of my account without my approval. i have tried replacing my card several times being charged to expedite it every time to no avail. When I contacted XXXX XXXX about it to report the identity theft they said they would investigate it but always dropped the investigation on grounds that they said it was conflicting issues. They did reimburse me a few times where in return those funds were taken out of my account via IVR Transfers.
Company Response:
State: CA
Zip: 93314
Submitted Via: Web
Date Sent: 2019-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: AFFIDAVIT OF THEFT & ROBBERY BY CONSPIRACY I, XXXX XXXX XXXX purchased a bus ticket from XXXX XXXX XXXX XXXX, location : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, Texas, for {$180.00} on XX/XX/2019 with my XXXX XXXX Debit Card. After purchasing the ticket I became ill and could not travel. I contacted XXXX to request a refund and or a credit, and they refused both. Two days later I contacted my bank of my debit card : Comerica Bank XXXX XXXX XXXX, XXXX XXXX XXXX MC XXXX XXXX TX XXXX ( XXXX ) XXXX, I filed a dispute with the bank on XX/XX/2019 by mail and received a letter response from the bank on XX/XX/2019 informing me that they could not find an error and would not reverse the charges. I do not agree with having to pay for a product or service and not receiving the product or service. Please help me identify what authority these two entities have to not return my rights and property. XXXX XXXX XXXX
Company Response:
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2019-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: On XX/XX/2019 went to check my card balance in it was told to me by the automated system that a new card was mailed out to my address on XX/XX/2019 and that i should receive a new card in 2- 3 business days and then it hangs up. I tried to contact a live person but it would nt let me so I called Social Security informed them of the situation in as i was doing so i was look at my online statement were it stated my check had been deposit on to a different card then the one i had on me in that on XX/XX/2019 at XXXX XXXX someone had did a ATM withdraw of {$900.00} call all numbers to direct Express and they just keep asking me for my socail and transfer me to different people and hang up. This has put me and my family in a crisis situation not being able to pay bills in receiving letter to vacate due to no payment of rent in other utilities, .As a customer i feel that this company has failed to provide me with the services that they promised.
Company Response:
State: TX
Zip: 77038
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-24
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: My card was fraudulently used when still in my possession on the following dates XX/XX/2019 in the amount of {$190.00} XX/XX/2019 in the amount of {$1300.00} XX/XX/2019 in the amount of {$20.00} XX/XX/2019 in the amount of {$1.00} XX/XX/2019 in the amount of {$76.00} On XX/XX/2019, I discovered when checking my account that there had beed fraudulent charges made on the above dates. I called Direct Express immediately and made a report. I was sent a questionnaire of fraud to fill out, which I filled out and returned immediately. After numerous phone calls to Direct Express I was given the run around. I finally received a letter dated XX/XX/2019 from Direct Express stating that they had denied my claim because they could not confirm that fraud had occurred, even though I sent Direct Express proof that at the time my card was compromised I was in Florida when the charges were made in California.
Company Response:
State: FL
Zip: 33161
Submitted Via: Web
Date Sent: 2019-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: It's supposed to take me 10 days to get a credit of provisional credit I haven't gotten a provisional credit and they trying to make me wait 16 days and I've been with direct express since 2011 and I have to pay bills and I don't have money to pay bills or eat
Company Response:
State: VA
Zip: 23224
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My Direct Express debit card was stolen ad used to withdraw XXXX on Friday XX/XX/2019. I reported the fraud within a few hours of the withdrawals. As soon as i noticed the card was missing. I've been trying non-stop since then to file a dispute but haven't been able to talk to a person in order to file a dispute. I'm just put on hold fore hours until I give up. I've gone online and seen literally hundreds of complaints about the companies bad business practices. I depend on that money and am aware of the Electronic Funds Transfer Act. Can you help me with this?
Company Response:
State: CO
Zip: 80219
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On or about XX/XX/2019, complainants wallet was stolen from XXXX XXXX Supermarket in XXXX XXXX, Fl. thieve immediately made several transactions on same day. Two transactions were made at XXXX pharmacy next door to XXXX for {$4.00} and {$25.00}. Two more were made at XXXX XXXX XXXX restaurant for {$15.00} and {$15.00}. Several other attempts were made but unsuccessful. Complainant did not realize card was missing until morn of XX/XX/XXXX, when police was called and card was canceled. Complainant submitted information to Direct Express Fraud Dept. in XX/XX/XXXXand again in XX/XX/XXXX. Complainant received letter from Direct Express stating that investigation showed that the theft did not accrue. Complainant called Direct Express to check status on XX/XX/2019, after sending written report which was not prepared until 2 months later. Complainant, after being placed on hold for over an hour on phone, was told by some alleged supervisor that monies were not protected by FDIC, and complainant had to absorb loss and move on. Supervisor was very disrespectful. I want my stolen funds back and compensation for lack of professionalism.
Company Response:
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: My brother XXXX XXXX, passed away in XX/XX/XXXX. He had a Direct Express debit card for his Social Security direct deposit. I wanted to know if there was a balance in the account and requested the remaining funds. Direct Express told me what paperwork to send in and I mailed everything on XX/XX/XXXX. Didn't hear anything so I called on XX/XX/XXXX. Talked to XXXX. She told me the paperwork was received and I will be contacted about any remaining funds in 3-4 weeks. No response, so I called again XX/XX/XXXX talked to XXXX. She told me, there is nothing pending on the account. She said, there is no correspondence from me. She never asked me for the tracking I.D . number. I asked for a Supervisor, was put on hold twice. Said the Supervisor did not answer either time. XXXX did not offer any assistance after that. Did not go over the procedure or anything. This business has numerous complaints with the XXXX XXXX XXXX and nothing has ever been resolved. I still don't know if my brother 's debit card has any remaining funds. Customer service is non-existence. How do they remain in business?
Company Response:
State: KY
Zip: 40511
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A