U S Direct Express

Review: This complaint is because this company has been contacted over the course of two months in regards to a new card request. There were secret questions on my account I did not set and did not know the answers to, so I was told I had to send in two pieces of ID, and my social security card. I went to the SSA to get my new card, and I am still waiting for it to come in the mail. I was told on Tuesday 10/28/14 to send the letter I got fromt he SSA showing I went to request my card along with my Mo ID and it would take 24 hours before I would get my card. My aunt faxed it for me with me my know and with me sitting wth her as she does this for me. I receive SSI and Social Security for mild mental rdation or alcohol fetal syndrome. I have not gotten my check card nor my check. My monthly checks come on a card from Direct Express.

I have done everything they asked to me to do, after my aunt sent the first fax, I waited a lillte bit and called to make sure they got it, my fax receipt says the transmission was successful. I was told they got it,it will take 24 hours to process, I requested express delivery of my card for an additional fee. On Wednesday I still don't have my card I call back and I am told they have my fax it takes 24 hours, it's now a little over 24 hours, so I wait and call back and I am told they did not get it, so we refax everything a second time. I wait a little bit and call to see if they got it, I am told they got it, it will take 24 hours to process. So on Thursday I did not receive it, so I called, and now I am told they did not get the fax, though both of my fax receipts say the faxes went through successfully. Now I am being given the run around, and am being hung up on and treated rudly, so we look them up on your site and see all the complaints they have against them and are now afraid of something faulty going on. I feel they don't want to release my money to me and maybe someont there has spent my check. They givingme the run around about my money it's over a month and I have not gotten my check, the 1st is around the corner and I have not money card, no means of getting my check. Can you please help me?

Thanks! [redacted] Typed by [redacted]Desired Settlement: I WANT EVERY PENNY DUE TO ME ASAP!

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about his Direct Express card. I have escalated his complaint to management at Direct Express to investigate.

Mr. [redacted] will be contacted by Direct Express to assist in resolving his concerns.

Sincerely,

Comerica Incorporated

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I was called today by Direct Express and was told they are sending me my card on Wednesday, I should have two months of pay on it when it arrives.

Regards,

Review: Their customer service set up my disability benefits to go to a closed debit card account. They refused to transfer the funds to my open card account, instead told me I had to have a new card issued. They further charged me for the new card, to fix their mistake. Then they were rude and threatening to me. Refused to tell me where they were located so I could follow up with a complaint to their superiors. One representative even suggested he wanted to fight me and kept stating my address incorrectly to harass and upset me.Desired Settlement: I want the delivery charges for the new card refunded to my account. I want compensation for my time, and for the harassment I received. I further want the company to lose their contract with the government because of their inappropriate behavior and lack of consideration for my loss and inconvenience.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Mr. [redacted]. His concern involves the handling of a dispute he filed on his Direct Express card. I have escalated his concern to management at Direct Expres to review and respond.

I have been informed that Mr. [redacted]'s Direct Express card has been reimbursed for the $13.50 expedited delivery charge.

Please encourage Mr. [redacted] to contact me directly if he has any questions or additional concerns.

Sincerely,

Vice President

Comerica Incorporated

Corproate Quality Process Department

###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am going to sue for the harassment and belittling and mocking by this company's representatives. No one, disabled or otherwise, should have to put up with service like I received. This company should have no part in the operation with government funds. It sickens me.

Regards,

Business

Response:

Revdex.com,

I understand Mr. [redacted]'s frustration. I want to assure him that management is aware of the issues he encountered and are actively working on correctly them. Additionally, the customer service issues are being addressed. The customer service representative is no longer with Direct Express.

Please express my apology to Mr. [redacted] and encourage him to contact if he wants to discuss further.

Sincerely,

Vice President

Comerica Incorporated

Corporate Quality Process Department

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Switched back to direct express card and wen to check my balance at the local atm and was speaking with the gentleman behind me (where he had seen me enter my pin) and continued speaking with me about our social security checks I had forgotten my card at the atm and almost $720 was stolen have sent the stuff the requested back and was told I will have to wait since they havent received it talk to post office and they tell me it should have long arrived since I mailed it on the 4th my rent is past due and I need to get this resolved asapDesired Settlement: The almost $720 that was stolen be returned to me

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]'s concern involves a Direct Express dispute opened on January 2, 2014 for $719.85. Direct Express received the dispute paperwork on January 14, 2014. The claim was denied on January 16, 2014 for conflicting information disclosed on the dispute paperwork and that fraud could not be confirmed.

Direct Express has suggested that [redacted] contact local law enforcement or contact the merchant directly to attempt to resolve this matter.

Sincerely,

Review: My wallet including my Direct Express credit card was stolen from me in January 2013 and over $400 was withdrawn at a ATM in a casino outside of town. The woman admitted to me that she took it. I filed a report with the police after she contacted me and I gave them her name and told them what happened. Although she stated she would pay me at the beginning of the following month, I never saw her again. Direct Express should cover these fraudulent charges but they refuse to. In the last letter to me they stated the information I provided conflicted with their research. In the same letter they stated I need to contact law enforcement or contact the merchant directly. I have sent them a copy of the police report several times and called them a lot more. After several attempts they finally said they received the police report but that the case was closed and could not be reopened. I have called several times and been on the phone more than 30 minutes each time, stating my name, SS# and address to at least 5 people and each time they give me a different story as to why they are not paying me back. On the phone they stated the charges were not fraudulent because that she obtained cash from an ATM and had the PIN. I do not really know how she obtained cash or if she had the PIN. I had only met the lady one time before she stole my credit card. I bought a used weight bench from her $60. Otherwise I never met her. I did not let her take my credit card or make any charges. I have never given my PIN to anyone, especially someone I barely knew. It sickens me that Direct Express still won't credit my account for the charges. I think I have done all I can do to get the money back and they are still wasting hours of my time. I do not understand why Direct Express will not honor their agreement.Desired Settlement: To be reimbursed $400 for the cash withdraw, $11 ATM fees and $200 for misleading me and wasting my time.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted]'s concern involves unauthorized ATM withdrawals on January 10, 2013.

On 01/17/13 a dispute was opened for multiple unauthorized transactions (4 ATM withdrawals and one purchase transaction from Howdy's) totaling $402.22 that occurred on 1/10/2013. Mr. [redacted] indicated to Direct Express that "a lady stoled his card." On 01/29/13 the dispute paperwork was received. Claim was denied on January 31, 2013. The claim was reopened on 09/11/13 when additional information was received. On 09/11/13 a secondary review was done and the claim was denied again. Direct Express denied his claim since four of the disputed transactions are ATM withdrawals. These are PIN based transactions and one must have the PIN to withdraw the funds. There were no invalid PIN attempts and no PIN changes. The PIN was known exactly; Mr. [redacted] cannot explain how the PIN was compromised. Mr. [redacted] has previous history with merchant (Howdy's) from August thru December 2012 that he is did not dispute.

Direct Express suggested to Mr. [redacted] that he pursue reimbursement through law enforcement.

Please have Mr. [redacted] contact me directly if he has any questions.

Sincerely,

Comerica Incorporated

313.222.9302

Review: US Direct Express is a Debit Card service; This company provided [redacted] with a Debit Card. Government Funds from Social Security was then deposited to his account with this company. Without his knowledge or consent US Direct Express canceled his card, re-issued a card to a party unknown to him, who then removed his money. The transactions on the New Card occurred in Miami Florida. Mr [redacted] is in Baldwin County, AL. That is 720 miles.

US Direct Express has been telephoned numerous times. They refuse to speak with him or his wife as they had previously agreed. He is a handicapped man who has dementia and is deaf. He attempted to speak with them and they again refused to speak, knowing his handicap's they also refused to speak with his wife.

When a Supervisor was requested she refused to speak with either until he called back. They will not answer the phone.

They will not offer any answers to this issue. Mr. [redacted] is now in need of medical attention from the Cancer Center for Chemo Therapy. He is not able to pay his bills this month, and cannot seek medical attention as well.Desired Settlement: Company should be held accountable for issuing a card without card holders permission and all funds replaced. A Customer Supervisor should be available at all times as their policy states.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express for investigation. Mr. [redacted] will be notifed by Direct Express once the review is completed.Please encourage Mr. [redacted] to contact me if he has any questions.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: On January 3 my information was used illegally at 2 locations with debits up to 202 dollars at least 4 times back to back I have contacted this company in regards to disputing the charges and all I have gotten from this company is hung up calls in my face and no assistance at all in the matter they are constanly giving me the run around I believe they have stolen my informatin someway maybe through a scanner or neglect on their own because my card has never left my posession to be used. This company completely ignores the customer request so that they cant dispute this item. I am following the law of reporting this fraud and I need help and my money back which is from my ssi please help me because this is all the money I have and rent is due. It ridiculous the could allow something like this to happen then refuse to assist us.Desired Settlement: I would like a full refund of my stolen money

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his concern to management at Direct Express to investigate. Mr. [redacted] will be contacted by Direct Express when the investigation is complete.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: Someone claiming to be me called my debit card company(Direct Express) , managed to access my account with said company, told the company I have moved and that my debit card was stolen, the company sent them out a new debit card on my account, charged my card $13.50 for an expedited mailing fee, this happened on March 30,2015. I went to check my account online on the same night and noticed the mailing fee that I was charged, it was too late to contact Direct Express as it was around midnight when I caught the fee I was charged. so I called them the next morning on March 31,2015. they cancelled that card that was sent to the imposter, sent me a new card, charged me another $13.50 for another expedited mailing fee and another $4.00 for a new card request because they only allow 1 card request per year at no charge, and according to them I had already requested a new card within the last year, but that is not true, when they have sent me any new card it was done on their part, not at my request, because of all those security breaches that had happened at the different stores. At the beginning of April 2015 I contacted Direct Express to ask for a refund of these charges that I should not have been charged for, they said I would get that money back but it would take around 10 days to process. I have now contacted them for a second time to find out why I have not been reimbursed as of yet and I was informed the request was denied. I also filed a Fraud Report with the Cook County Sheriff at the beginning of April 2015.Desired Settlement: I just want my money back as I am Disability and every penny counts.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about $30 in fees assessed to her Direct Express card. I escalated her complaint to management at Direct Express to investigate. I have been informed that on April 27, 2015 Ms. [redacted]'s Direct Express card was refunded $31.00.Please encourage Ms. [redacted] to contact me if she has any questions or additional concerns.Sincerely,[redacted]Comerica Incorporated313[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: on 16 december 2014 I contacted direct express in regards to a debit card that had cracked they stated they would issue a new card for 4.00 when I stated their policy gives one new card a year they said they woulds waive the fee but that a 13.50 fee would apply when I inquired why they said its a expiditious fee so I asked for a non expiditous they then stated it would take 5 to 10 business days. on december 28 I called back because I never received the card. the customer service was horrible they stated to me they will reissue a card after the new years holliday and should get it in 5 to 10 calender days. and so I have not had access to my va benefits since 16 december cannot access my money whatsoever I am in a very diffacult situation I cant really afford the 13.50 but im being forced to pay. and therefore I am submitting a complaintDesired Settlement: the desire would be my rent being paid late is a 15.00 charge per day but getting my 13.50 back at the very least.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] is concerned about his Direct Express card. Specifically a fee he was assessed for expedited delivery.I have escalated [redacted]'s concerns to management at Direct Express to review. [redacted] will receive notificaiton of the outcome.Meanwhile, please encourage [redacted] to contact me directly if he has any questions or concerns.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to thank the Revdex.com for looking into this matter and following up. in conclusion direct express decided not to charge me 17.50 on what should be free the inquiry by the Revdex.com was enough for them to do the right thing.I would ask it be noted. this matter is now closed.Regards, [redacted]

Review: apprx months ago I was receiving mothers benefits in direct express mastercard as well as being the designated caregiver for my youngest child's survivor benefitsI rented a car from [redacted] it was a [redacted] in which was returned to [redacted] with a full tank of gas and no damages in which my 400$ held deposit was released back to the direct express accountMy mothers benefits ended in april for march in which my child turned 16, at the same time having an amputated(which happened at the high school theater and she was in need of my having an auto, my own suv had code issues and I was having trouble getting the money to fix the suv all at one time, I had to lease a [redacted] rio from [redacted], which was a complete different transaction that did not involve my direct express mastercardAlso in the midst of the [redacted] transactions and the [redacted] rio, my direct express car was replaced, the number changed and a new card issued to me, it was not authorized for the use of any hold of any amount, it was a lower quality auto and was rented month to month without any deposit on hold on our direct express carMy daughter has faced so many setbacks not by the fault of her own actions and now we have a dire need for the 400$ that direct express allowed [redacted] to charge to my daughters benefitsI checked my balance approx the last day of july and it was a devastating shock and disbelief that direct express would allow [redacted] to charge my card 400$ when the balance remaining that day was only $My balance was a negative 399.00- in which I did not authorize nor is it a credit card in which a revolving credit can be issuedI am extremely ill the past months and have had to apply for my own ssi which is still pending, we are being sued to move from the home we paid rent on time for years for, it is so important my daughter has her 400$ direct express gave to [redacted] while they did not only refund the prior hold when I was using my own survivors benefits, but it was not authorized and I did not a reciept that gave them permission to bill any mastercard at allCustomer service has been a complete nightmare, of being on hold from person to person re explaining my problem to one person who transfers me to another and so on and so forth then getting to leveland being disconnected after holding and calling back and calling them for a total of and 1/hours and made to give my personal information to over different random customer care clerksNow they told me yesterday my request for our money returned which was taken from my daughters survivors benefit amount of they only gave my child 1164.00, which is at this time my and her only means of any income until my social security is approved and retroactove, she needs therapy on her right index finger weekly to restore feeling and she needs to get to an r.o.p class which costs gas money and moreThis company is treating me as if I took something from them, when actually they had no legal right to charge the account any amount just because [redacted] had old information from a different rental and decided to find a reason to come up with bogus charges for an auto that has been overpaid for when it returned to their propertyI was told on the first day I called I would recieve a form in the mail to fill out and get right back ti them, that form was never recievedAfter having been disconnected several times from direct express customer service I looked for an email address to use, there is no email address customers may use to get a result from the phones very poor care centerThis is serious and is resulting now in my child not having what is needed for her care and well beingIt is also my experience that direct express has somehow received a kickback for allowing a negative charge on a debit card due to the nasty and unconcerned treatment my child and I are receiving from their companyI say this with sadness because they are not a credit card company or checking account bank, its a card to distribute funds not hold them for a crooked renting car company that I am suing for not returning my daughters inhaler or purse left behind in their rental car and my in cash in glove compartmenti want her money put on our account todayI sent priority mail to direct express on monday the friday the 8th of august requesting they adjust the negative balance which isnt possibleIf im unable to go to the grocery store and spend even a penny more than what is mine to spend on the card, they are not able to allow a company to charge us when no money was there to pay for services which were not authorized by me or my child to [redacted]I have had enough loss of income to let them do this to us, and I want this solved today, august21, with interest of 39% per day after today in which they have given my daughters fathers social security benefits over to when no money was even in this account in order to approve any kind of transactionI mailed usps with a tracking number and had no reply in any form that they denied my childs benefits from being returnedShe is given her benefits once a month on the second wed of each month and that means in full not negative charges stealing $from her life and needs.Desired Settlement: Direct express needs to give back our $immediatelyEven today it is dire we have my childs stolen money to go to her doctor her school and to get her shoes for school starting tomorrowWe have suffered in great ways due to this major allowance for a company to just randomly send in a charge, which is on a card number that was replaced and is obsolete, and this would mean that someone at the rental company has my social security number in order to get authorization to put a negative charge on a card that did not have money enough on it to accept any charge over $the day this crime was allowed by the debit card social security sponsored direct express paycheck electronic benefit cardbenefit not credit..It has had me very upset in the middle of my own medical issue that are becoming possibly life threatening and stress of this type is the trigger to my having to be hospitalized, my child potentially could lose her mother because of this after already losing her father and my husband two years agoThey would not give me a street address or transfer me above the level person, without my having to explain to that rep why I needed to speak to her bossI also want 29% of the $direct express gave away from my childs monthly benefit amount starting from the day I contacted them August 1, until nowIf it is not returned today, before a.m;pst, I demand they repay us an additional $per day they have withheld my childs survivor benefitsI shouldn't have to fight for what is my childs yet i've been left to not only fight for it but be treated like im asking to be given money that is not ours and rather belongs to customer service at direct express and this is not a credit card for christ sake
Business
Response:
Revdex.com,
I am in receipt of the complaint filed with your office by [redacted][redacted] is concerned about a $Direct Express card disputeI have escalated her complaint to management at Direct Express for review and response[redacted] will be contacted once Direct Express management has reviewed her complaint
Please encourage [redacted] to contact me directly if she has any questions or further concerns
Sincerely,

Review: On December 23 I went to purchase a meal at a fast food restaurant and my direct express card declined. I immediately contacted direct express about this matter. On December 18 my daughter received her social security benefits of 990.00 and in December 19 someone decided to steal my card out my wallet and went to two different atms and pull out over 500.00 within a 4 hour time frame. And on December 10th there was a withdraw of 202.75 with atm fees. I immediately told direct express that these weren't charges I made and im making a dispute to these charges. I sent all the paper work back and havent heard back from this company. When I call to check the status of my claim all they can say is its pending. Ive asked to speak with someone investigating my despute I get told the despute department doesn't except phone calls. Ive had to pull my daughter out of daycare because they wont release any of the funds that were stolen from my daughters social security. Ive talked to direct express and they honestly dont care. Im starting to get a feeling that since nobody can talk to me I dont think anyone is investigating these charges. I'm truly amazed that someone can go from atm to atm and no red flags but I made charges from google play for my daughters game and they froze my account.Desired Settlement: I would like the money that was stolen out of my daughters account released back to me and her. So I can put her back in school and we can get on with our lives

Business

Response:

Revdex.com,

I am in receipt of the complaint that [redacted] submitted to your agency. Her concern involves a dispute on her Direct Express card. I have forwarded her complaint to a Direct Express manager for review. I will provide an update once received.

Additionally, please encourage Ms. [redacted] to contact me directly if she has any questions or concerns.

Sincerely,

Business

Response:

Revdex.com,

As I previously mentioned, Ms. [redacted]'s complaint was escalated to a Direct Express manager for review. Below is a summary / timeline of the dispute:

12/23/13 - Dispute was opened for multiple unauthorized transactions totaling $812.50 that occurred between 12/10 and 12/19, 2013.

01/09/14 - Dispute paperwork was received.

02/06/14 - A credit was issued to Ms. [redacted]'s card in the amount of $817 (includes fees). A letter was sent to Ms. [redacted] informing her of the credit to her card.

In summary, Ms. [redacted]'s complaint has been resolved. Please encourage her to contact me directly if she has any questions or further concerns.

Sincerely,

Review: I was given a pre paid card through Social Security for direct deposit of my disability check, I attempted to with draw $400. from my account to pay my bills, Th atm machine told me "TRANSACTION COULD NOT BE COMPLETED AS THEY COULD NOT REACH THE FINANCIAL INSTITUTION" I went to a bank around the corner and withdrew $420. to pay some bills. Later I checked my account and Direct express charged me $400. where the money was not dispensed. I looked at my transactions online and there is "NO TRANSACTION FEE" I called "CARDTRONICS" the owners of the ATM machine and was told that the money was not dispensed because the bank did not release the funds.

I spent hours on the phone trying to speak to customer service, when I finally got through I was disconnected several times. finally I was able to speak to someone and was told it will take 45 to 90 days for any action to be taken, I was told if I write a letter it may speed up the process. I explained that cardtronics (the ATM COMPANY) could very easly support my claim and that I live on a fixed income and need this money to survive. THEY HUNG UP ON ME!!! I have spent several hours trying to call, getting disconnected and getting hung up on. When I actually do speak to someone they tell me that I have no recourse but to wait 45 to 90 days to get my moneyDesired Settlement: I want my money and I want an investigation of this company, I intend to complain to Social Security.

Business

Response:

Revdex.com,

I am in receipt of the complaint that has been filed with your agency by [redacted]. Mr [redacted]' complaint involves a dispute he filed on his Direct Express Card. I have forwarded his concerns to a Direct Express manager. I anticipate providing a response shortly.

Please encourage Mr. [redacted] to contact me directly if he should have any questions.

Sincerely,

Business

Response:

Revdex.com,

Below is a summary of the timeline for Mr. [redacted]' dispute with Direct Express:

02/01/14 - Mr. [redacted] opened a Dispute for an ATM misdispense in the amount of $400 that occurred on 01/31/2014.

02/04/14 - Direct Express received dispute paperwork.

02/06/14 - A chargeback was processed and provisional credit was issued to Mr. [redacted]' card. A letter notifying Mr. [redacted] of the provisional credit was sent.

The Claim is currently pending a response from the merchant.

Please encourage Mr. [redacted] to contact me directly if he has any questions or concerns.

Sincerely,

Review: my card was canceled out due to some reason and it took 2 weeks to contact direct express via telephone and I was told on january 21st that my card would arrive in 10 days via mail.toady is the 11 th day and I am being charged late fees since I was unable to pay my bills with my benefit card.now I was charged $4.00 for a new card and 13.50 on top of all of this and my water may be disconnected today.I was told new card would arrive today between 6am n 6pm then I tried to track package thru ups and direct express never gave me a tracking number on February 1st when I had to pay for and order new card.so I had to call direct express on my prepaid phone and wait and spend 50 minutes getting a reference/tracking number that they should have given me on february 1st when I made the order and forced to pay 13.50!Desired Settlement: at least 13.50 back!

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]. Ms. [redacted]'s concern involves fees she was charged to receive an expedited Direct Express card. I have been informed by Direct Express management that Ms. [redacted] had been reimbursed for the fees. Additionally, I have left a voice message today for Ms. [redacted] to confirm with her that her issues are resolved.

Sincerely,

Review: my first problem with this company is that I filed a dispute for a charge of $155.25 charged to my card by a company named [redacted] & Associates on January 5, 2015. I called this company on January 2, 2015 and advise them that I forbid them to make any charges my card because they kept trying to charge my card early and then charge me extra money for insufficient charges. First off the original agreement was for $120.25 but they tried to charge my card early and then when there was no money on it they tacked on an extra $35 for insufficient funds. This is why I cancel the contract.Then I did a web search on them and found them to be very unscrupulous. I called them and advise them not to charge my card and they did it anyway. I immediately called us Direct Express and ask them to cancel my card and give me a new one so they wouldn't be able to charge my card again and I filed a dispute. they refused my dispute 3 times because they said I couldn't provide a receipt or documentation from the company [redacted] & Associates. well no kidding I couldn't because I didn't permit them to make the charge so why would they send me a receipt? of course I have no documentation because they illegally charged my card yet us direct refuses to refund my money.

, secondly and most important yesterday April 2nd 2015 I was at the grocery store buying groceries after my social security was direct deposited on my card and while I was in line and had the card and my license in my hand I must have dropped both of them because when I went to pay I couldn't find them. I made a stupid mistake and thought because I was putting the pin number on a separate card that it would be safe so I taped the PIN number upside down on the back of my license dumb mistake I know.I spent hours looking for them and could not locate them. I looked online to see my account balance and there was 83 dollars and some odd cents on my card and there should have been $2,800 Plus on my card. I half an hour when I got home I checked my account again and even that $83 was gone. I immediately made a police report and then my son had eye surgery today so when I got home after his surgery I called us Direct Express to file a fraud charge. they kept calling it a dispute and I said its not a dispute it is a fraud charge. they want me to write a letter send it in and wait up to 45 days possibly to get my money back if they decide that is fraudulent. I don't feel very confident at all in there decision process. they said I could ask for a provisional credit but they didn't know how long that would take either. other cards like NetSpend will refund your money within 2 days while they investigate. I have been researching on the internet and I see no other prepaid card that makes you go through this long process. I have bills to pay a car payment rent insurance all of that's going to be cancelled. I need my money on there now. I'm writing the letter and sending it out tonight but I need something done immediately

Regards,

Vanessa Nassif

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about disputes she filed on her Direct Express card. I escalated her complaint to management at Direct Express for investigation. Below is a summary from Direct Express management of the status of Ms. [redacted]'s disputes:01/22/15: Dispute SR#1-2283933532 opened for $155.25. Ms. [redacted] stated she was billed the wrong amount and paid by other means that occurred on 01/07/2015. She states amount agreed should have been $120.25 but was charged $155.25. 02/09/15: Direct Express received Dispute paperwork.02/14/15: Claim was closed additional information needed. Ms. [redacted] was mailed letter.03/02/15: Additional information was received at Direct Express from Ms. [redacted] . Investigation continues. 03/06/15: Claim was closed denied due to insufficient information needed to process a charge back, for example: a copy of receipt, agreed upon charges, or payment by othermeans. Ms. [redacted] was mailed a letter.04/13/15: Direct Express contacted Ms. [redacted] to advise her on what additional information is needed for Direct Express to process a charge-back. -------------------04/03/15: Dispute SR#1-2409684031 was opened for multiple alleged unauthorized ATM transactions that occurred on 04/03/15. Ms. [redacted] claims she lost her card &driver’s license and her PIN was written on the back of her driver’s license.No dispute paperwork has been received. Claim is currently pending. In summary, both claims are currently pending awaiting additional documentation from Ms. [redacted].Please encourage Ms. [redacted] to contact me directly if she has any questions or concerns. I would be happy to assist her in communicating with Direct Express management.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have literally been waiting by my phone for them to call and I have not heard anything from us Direct Express. please have them call me I will be waiting by the phone.

Regards,

Business

Response:

Revdex.com,I have requested that a Direct Express manager contact Ms. [redacted]. I am awaiting an update from Direct Express management on the outcome of Ms. [redacted]'s disputes.Meanwhile, I would be happy to speak with Ms. [redacted]. Please encourage her to give me a call if she has any questions or further concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: I receive SSI and on Feb 03,2015 I was waiting for my money to drop on my card so I could pay my bills. And when I woke up on this date I could not pay my bills, because it was getting this error code. So I went down to the ATM and it said that it was an invalid card. So I came home and called Direct Express and they said that I called them on 1/29/2015 and order a new card. The problem is I had a card and I still do. And I told them that and told me I had to send of all of this stuff in to prove myself. And I did but everything I send them, They are not excepting at all. Now there is $810.00 at direct express and I cant get it... I have sent every possible, Being this is my only income now they want my birth certificate and at this point I cant get it because I dont have the money for it. Being I was born in Stuttgart Germany and my birth certificate is in Washington DC. And it cost me $50.00 to get. And I dont know what way to go now..They will not give me the address that it was shipped to so I can presure this.Desired Settlement: What I want is my money so I can pay my rent and other bills I have that are behind.

Business

Response:

Revdex.com,I am in receipt of the complant submitted to your agengy by [redacted]. Ms. [redacted] is concerned about a dispute she opened on her Direct Express card. I have escalated her complaint to management at Direct Express to review. Ms. [redacted] will be notified of the outcome of the investigation.Meanwhile, please encourage Ms. [redacted] to contact me if she has questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Hello,

I have recently been a victim of fraud on my direct express/Comerica Bank issued MasterCard. I have had my account completely wiped out to $0.00. I am 38 years old and am on social security disability, which means I get paid every month on the 3rd of and obviously rely on this money for bills, etc. I went to get gas and my card was denied but I had checked my account the day before and knew I had over $500 dollars on it so I thought this must be a mistake. I checked my account and there were ten transactions to Microsoft which totaled $526 plus getting a new card and being expedited cost me another $17.50 so my account now stands at (neg) -$17.50/. I immediately called direct express and was hung up on after the agent gathered some information. I called back and was escalated to a level 2 agent and after telling her the whole story and also telling her this happened to me in January for $300 and never got that money deposited, that I didn't feel very hopeful that they could help fast. She goes on to say in a very rude tone that this isn't fraud since I obviously must have given my card number to someone and I said absolutely not and that my card hasn't been out of my sight and is this how your company treats the victim, if this isn't fraud then how do you title this?? Why would I waste time on a Friday night or Saturday am at 1:30 est to dispute transactions on my acct that I did NOT authorize, close that card and request a new card if I authorized the charges?!? Doesn't make sense. She then hung up on me without warning. I called Microsoft today and the only thing they can do is document the dispute and take the card off file. I then called MasterCard and an agent said they had to refer me back to direct express but she would call and get an agent on the line. She came back and said wow, they hung up on me too!! Then she gave me this email. I have researched complaints with direct express and there have been numerous ones very similiar to me. Can you please help?? I have zero funds to even live on until that gets deposited back into my account or until November 3rd, whichever comes first. I am the victim of fraud. This isn't fair. I am happy to supply more information as requested.

Thank you,

[redacted]Desired Settlement: I would like the $300 from January to be settled. They have stated they did not receive the correct dispute forms, however; I have sent them to the address given in San Antonio as well as daxes to the number that was initially given. I would like the $526 to be deposited back into my acct as a result of unauthorized, fraudulent activities asap. They are extremely unprofessional, rude and not helpful. It scares me to think about 75% of us who recieve social security payments use direct express and the way they can treat the elderly.

Business

Response:

Revdex.com,

I have received the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute on her Direct Express card. I have escalated her complaint to management at Direct Express for investigation.

Ms. [redacted] will be notified by Direct Express of the outcome of the investigation.

Sincerely,

Comerica Incorporated

Review: I want to report the illegal transaction of $746.43 transferred from my account to another party by the government contracted issuer, Direct Express Co. or Comerica Bank. The funds were taken from another phone number and transferred to an unknown account. I am unable to retrieve this vital information from Direct Express to prosecute. I am also asking for an affidavit of forgery. This document I cannot obtain from direct express due to the delinquency of the employee call representatives such as [redacted], and [redacted]. I last contacted [redacted] @ 10:35 P.M. on 9/8/2014. she would not transfer me to claims and failed to inform me if they were available to speak with customers or what. She also did not know what an affidavit of forgery is, when my money would be returned to my card. I was unable to inquire about what account the money went to or the phone number used to make the transactions. The call representatives claim they "don't know" I was not allowed to speak to a supervisor. There was no negativity in my inquiry to lead to the representatives incompetency or lack of knowledge.Desired Settlement: Punitive damages, return of my money, prosecution of all guilty parties involved in this fraudulent transaction.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted]'s concern involves a dispute she filed on her Direct Express card.

I have escalated Ms. [redacted]'s complaint to management at Direct Express. Once her complaint is reviewed she will be contacted by Direct Express.

Please encourage Ms. [redacted] to contact me directly if she has any questions.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have been in contact with the company on many occasions to resolve this matter. The company is evasive AND avoiding towards the release of information concerning the phone number of the party that stole MY funds. The company also refused to release the information needed for a police report as to the destination of my funds. I was not permitted to speak with a supervisor until yesterday 9/18/ 14, a [redacted] (supposed supervisor) who was more unpleasant than the previous [redacted], and [redacted] I spoke with on initial calls to retrieve MY funds that were taken from MY account. I am asking that my money is reimbursed in an imminent manner and that the police is provided all information needed to prosecute for civil damages and fraud. Endeavors towards security of funds should be implemented so that anyone is not allowed to call in and illegally request MY funds.

Regards,

Business

Response:

Revdex.com,

I have forwarded Ms.[redacted]s additional comments to Direct Express management for review. Ms. [redacted] will be contacted by management once her claim is reviewed.

Please encourage Ms. [redacted] to contact me if she has any questions.

Sincerely,

Comerica Incorporated

Review: A worker we with direct express canceled my debit card without my permission.. I stated many times do not cancel my card I had bills to pay and if my card was cancelled me and my toddler would be in the dark..I called about my last transaction and was never assisted with that but instead my card was cancelled when it wasn't stolen or lost nor did I give the worker permission to cancel the card..now I'm behind on my bills,utilities are off due to the worker cancelling my card..I also had to pay for a new hard to be shipped in 2 days because I need to pay my bills and 7 to 10 business days are to long to wait. My card wasn't lost misplaced in my home.Desired Settlement: I would like to be refunded for the unnecessary money I have to pay do to the direct express worker mishaps.. me and my son have no light because of the situation.. I'm paying for a card to be sent that I never agreed to have sent. This situation has put a lot of stress on me and my unborn child. The worker and supervisor also shod be accountable for their actions

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about her Direct Express card.

I have escalated Ms. [redacted]' complaint to Direct Express management. Ms. [redacted] will be contacted by management to address her concerns.

Sincerely,

Vice President

Comerica Incorporated

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Due to an ATM Malfunction, I had to file a dispute with Direct Express on account for which I am the payee. I filed the dispute on 7/1 and the amount due ($647.50) was credited to the wrong card and subsequently debited when the mistake was uncovered. I have called every single day since 7/1 to find out how this issue can be resolved. It was not until 7/9 that there was a tracking placed on the account. I have taken 45 minutes to an hour of each work day on the phone, trying to resolve this issue. I have spoken with level two representatives and their supervisors and been told numerous times that the money should be credit to the correct card in 2-3 business days. So far, $7.50 has been credited, with $640 owing.

In this two weeks, the person that I serves as payee for has received an eviction notice and utilities are about the turned off. I have shared my frustration and the my client's situation with the representatives and their supervisor with no result. This is absolutely the worst customer service that I have ever encountered.Desired Settlement: I would like Direct Express to fix their mistake and credit my card the $640 that is owed.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted]'s concern involves a dispute she filed on her Direct Express card for a $640 ATM malfunction.

I have escalated her complaint to management at Direct Express and been informed that her dispute has been resolved and her card was credited. It is my understanding that Ms. [redacted] has spoken with Direct Express management and been advised of the credit. Additionally, a letter has been sent to her.

Please encourage Ms. [redacted] to contact me directly if she has any questions or further concerns. I would be happy to speak with her.

Sincerely,

Vice President

Comerica Incorporated

Corporate Quality Process Department

###-###-####

Review: They froze my account for suspicious activity...called them so they canceled my card which was fine. I started a dispute for the charges ..I filed a police report and everything for the credit card fraud and US Direct Express denied me my money back stating because my [redacted] account was hacked and the charge was used with that accojnt that they cant help me. This is after I also submitted paperwork from [redacted] stating that their indeed was fraudent activity on my account and that I had to dispute it with direct express. The charge was for $200 and it was taken out of my social security moneyDesired Settlement: I would very like the money put back on my account. I am disabeled and rely on this money very much.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted]'s concern involves a dispute on his Direct Express Card. On September **, 2013 provisional credit was issued to his card for $200.00. Direct Express sent Mr. [redacted] a letter notifiying him of the credit.

Please have Mr. [redacted] contact me directly if he should have any further questions or concerns.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to me. Thank you very much Revdex.com and US Direct Express's Representative. I appreciate you giving my case a second look and returning the money that was stolen from me.

Signed,

A Very Satisfied Consumer

Regards

Review: My social security allotment is placed on my debit card from Direct Express. This is the 2nd time in less than 6 months that my card has been compromised. The first fraudulant transaction occurred around November, 2013 where someone hacked into their system and retrieved my debit card information and order a laptop computer from [redacted]. After months I was finally given my money back. This time the fraud occurred on March 4, 5, and 6, 2014. I was contacted by a representative of Direct Express and was advised of suspicious activity to a company known as Chillitalk, London, there were more than 15 charges in one day, they were able to stop some of the charges that day and cancelled the card. I was told I had to wait to receive a questionnaire of fraud form in the mail and the further steps to proceed would be on the form, which is the same I had to do when the first fraud occurred. I completed and sent the form back around March 27th and the form states a provisional credit would be issued withing 10 business days of receipt. It is going on a month and I have not received this credit. Furthermore, I was harmed even more because I had to pay for a replacement card and overnight shipping.

My card is only in my possession and I am the sole person who has use. My home is private to my wife and I and no one has use of my card except me. I know internet fraud in prevelant and widespread, but the security measures are apparently very weak for my card to be compromise twice in less than 6 months. I assure you I am extremely careful when using my card for purchases and I very seldom make online purchases. I need to know when my funds will be submitted back to my card in that this is once a month money and I need all the money I get from social security for medical and emergency needs.Desired Settlement: Please put the money back on my Direct Express card

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concern involves a dispute he filed on his Direct Express card.

On 03/06/14 - [redacted]'s card was identified as having suspicious activity and suspended by Direct Express. [redacted] confirmed he didn't initiate the transactions and the card was closed and replaced.

On 03/20/14 - Dispute was opened for multiple counterfeit transactions totaling $137.25 that occurred on 3/5/14 and 3/7/14.

04/07/14 - Dispute paperwork was received.

The claim is currently under review. Once the investigation is complete, [redacted] will be contacted. A letter will be sent to him.

Please encourage [redacted] to contact me directly if he has any questions or further concerns.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The time limit for preliminary credit back to my account has expired and as of today no adjustment sent to my acct.

Regards,

Business

Response:

Revdex.com,

[redacted]'s claim has been reviewed by Direct Express. His card was credited on May 2, 2014 for $141.35. His claim is resolved.

Please encourage [redacted] to contact me directly if he has any questions or further concerns.

Sincerely,

Comerica Incorporated