U S Direct Express

Review: I have been trying to get this company to reimburse me funds to my pre paid card. They owe me $49.60 and they keep giving me the run around telling me another two weeks and keep telling me this every week. This has been going on since December 12 2014Desired Settlement: I would like the outstanding funds put on my card in a timely manner. I want them to add the $49.60.

I have done everything they have told me to do.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute she filed on her Direct Express card. I have escalated her complaint to management at Direct Express to review.Ms. [redacted] will be notified by Direct Express once the investigation is complete. Please encourage Ms. [redacted] to contact me if she has any questions or concerns.Sincerely,[redacted] Comerica Incorporated[redacted]

Review: 0Desired Settlement: Unspecified

Business

Response:

Revdex.com

The complaint submitted to your agency by [redacted] appears to be related to her Direct Express card. The complaint does not contain any information. I have been unsuccessful in reaching [redacted] to discuss her concerns. Please have [redacted] contact me directly if she needs assistance and I would be happy to speak with her.

Sincerely,

Vice President

Comerica Incorporated

Review: I first called us direct express on October 13,2014 to file a fraud charges on my credit card, the gentlemen spent about two hours in the phone with me going over all the charges, received my paper work sent it back in the 10 day time frame, then I was told to send a copy of all the charges, the man on the phone told me he was tagging all the charges so I didn't include this at first, know that they have received all paper work I received a letter from [redacted] on October 28 stating she called me and left msg. This was a complete lie I never once have received a call, in fact since the left u have left her 6 voice messages with NO return call concerning my claim! know I have been told my account was going to be credit on November 27 well this still has not happened called again and the levels two person [redacted] I spoke to was so rude to me I asked to speak to her supervisor she still gave me attitude , on hold for 55 minutes and the supervisor explained it to me, I am very frustrated that she stated my claim just got opened back up on Novemeber 26th due to an era on us direct express problem, so it well be 45 to 90 days from this date. This is a bunch of bs when I have been told one lie after another lie everytime I call to check on my claim.I have a list a names that I have spoken to each time also..filing this claim on oct.13,2014 and waiting until February to get a delicious. Is bs, this is very wrong BUSSINESS and I'm paying the price for their screw up,.they let over 1600 being scammed from my card and I am the one paying the price wrong and bad BUSSINESS on us direct express..this is not how they should be doing BUSSINESS when this is social security benefits that we live on to pay monthly bills.Desired Settlement: I would greatly appreciate US Direct express to stop lying and get to the bottom and credit my card like I've been told several times by Novemeber 27,2014

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute she filed on her Direct Express card. I have escalated her complaint to management at Direct Express to investigate. She will be contacted by Direct Express with the results of the investigation.Please encourage Ms. [redacted] to contact me if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] I have been told numerous of times so many different stories everytime I call to check on my dispute that it is so uncalled for. I was told three different times by level two customer service that my dispute was opened wrong on us direct express fault NOT my fault, it is totally ridiculous how many lies I have been told when I call,especially when I have called the lady that is working on my dispute and have left her six or more messages with no return call at all. Very poor customer service, I well keep calling everyday until this is taken care of, it's my money that was wrongfully taken from my card and this is really bad on direct express to do BUSSINESS this way when this is government monies....

Business

Response:

Revdex.com,I have been informed by Direct Express that Ms. [redacted]'s dispute has been re-opened and is under review. The following is an timeline of her dispute:10/13/14: Dispute was opened for multiple alleged unauthorized transactions totaling $1,440.93 that occurred between 10/10/2012 through 10/08/2014.10/28/14: Claim was closed denied since no dispute paperwork, additional information is needed for the investigation. 11/03/14: Dispute paperwork was received. 11/07/14: Additional information was received. The claim has been reopened and is currently pending completion of the investigation. Ms. [redacted] will be notified by Direct Express of the outcome of the investigation.Please encourage Ms. [redacted] to contact me directly if she any questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

I Am rejecting this because I have yet had a return phone call after leaving [redacted] 8 and yes 8 voice mails regarding my claim. I have been tol 7 different times that us direct express is at fault for reipening my claim wrong but I am the one that is paying the price for this mistake, I call at last three times a week since October 13th of 2014 when I filed my dispute and yet have been told a different story each and every time I call..this is totally uncalled BUSSINESS practice on us direct express end, I have been told that my claim as closed and reopened all on the same day when they received,y paper work, this is getting totally out of hand and needs to be taken care of ASAP, this is my money that was robbed from my account and being that I keep having to borrow money to pay my bills due to. Us direct express giving me the n around each and everytime I call is out of line . It would be once to at least be told the same thing or even have [redacted] return my message this is such poor custom ore service on [redacted] part that it makes me wonder.I am. It happy with all of this run around ...: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

Revdex.com,I forwarded Ms. [redacted]'s additional concerns to management at Direct Express and asked that they reach out directly to her.Please encourage Ms. [redacted] to contact me if she has additional questions or concerns.Sincerely,[redacted]Comerica Incorporated 313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:due to the lack of honesty with this company , and I am know in the process once again reopen in my claim and asking for additional information they based their decision on which has been a complete lie time after time..I faxed a letter to the fraud department on December 30,2014 stating me concerns and to have my fraud charges credited to my account , this is horrible customer service on direct express part, I have done everything in my power to help with my dispute but to be told one lie after another..

Regards,

Review: Have experienced severe problems with company throughout entire 2014. Money stolen from account on several occasions. No willingness from employees to handle situation. SR No [redacted] on Oct. 3, 2014. 50.27 missing from account. Entire direct deposit taken in August and could not get money returned until Revdex.com got involved ([redacted]). Entire Social Security missing in January. Did not receive until SS got involved and did not receive these funds until August 2014. This has got to stop. Employees are belligerent, arrogant and insensitive on phone. Have called several times on this matter. The Federal Government should no longer use this company. Planning a class action suit as this has happened to many people, especially elderly and handicapped. Please help.Desired Settlement: federal government should find another company to handle social security matters. This company is a sham and are crooks. This needs to stop. Will follow with a class action suit.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about the service she has received with Direct Express and a dispute she opened for on the card.I have escalated her complaint to management a Direct Express to investigate. Ms. [redacted] will be notified by Direct Express once the investigation is completed.Please encourage Ms. [redacted] to contact me if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313[redacted]

Review: My card had some charges on it in the amount of 29.99 for 3 different times that direct express allows the account to go back to view online transactions. I took notice of the charges for July, Aug & Oct & amounts. I saw the number for the merchant I contacted them & they stated they would keep charging until the account owner contacted them which wasn't me. I then called direct express on 10/07/2014. I told them about the charges & the merchant, us direct express then ask did I want to get another card & I got one & the fee I think will be 4.00. They told me a questionnaire would be sent out & in order to receive the provisional credit I would need to have it completed & sent back in 10 days. They got it on Oct 20,2014 & I the 10 days for the provisional credit was 10/23/14. Didn't get credit today was told it was their choice which is wrong. Representative was nasty. I would like my almost 90.00 back. Since I've notice this & have gotten treated this horribly from us direct express I have contacted my bank to have my 2 sons benefits go to A REAL BANK. Please help with this matterDesired Settlement: I would like to get back the money that's been taking of my card for month's & very seldom I get online to check my transactions & I did move in June & I had people helping me & had left my card & purse in my car while I was moving things in

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute she filed 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 once the investigation is complete.

Sincerely,

Vice President

Comerica Incorporated

313.22.9302

Review: Direct Express has not made any attempts at helping me get back my stolen funds even though I have done everything that they have asked me to do. I spent 3 hrs. in the police station filing a police report & sent them two police reports & I have still heard nothing from them. I want my money back & I need actions taken. I am willing to press all charges but they still have done absolutely nothing. This has been going on since 4/16/14 & counting. My. name is [redacted] & I live at [redacted].Desired Settlement: I want all of my stolen money back then they can take their sweet time doing their job for as long as they would like.

Business

Response:

Revdex.com,

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

I have been informed by Direct Express management that on 04/30/14 [redacted] claim was denied due to prior authorization given by the cardholder. A letter notifying [redacted] of the denial was sent.

Direct Express has stated that [redacted]' claim was denied since [redacted] named his brother [redacted] as the suspect in his dispute paperwork; however his brother had access to his personal information and had prior authorization by [redacted] to use his card to pay his bills.

Additionally, [redacted] has history with the merchants he is disputing. [redacted] did not file a police report. There were no invalid PIN attempts or PIN changes processed during the alleged unauthorized time period indicating that the PIN was known.

Direct Express has confirmed that in reviewing his claim again, the decision remains unchanged. The claim is denied.

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

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From: [redacted]

Sent: Wednesday, August 06, 2014 1:33 PM

To: info

Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]

Direct Express Card# [redacted]

I'm writing to the social security administration in regards to the complaints that I have made concerning my social security benefit thefts that I have submiitted to Direct Express. I don't know exactly what was the purpose of creating this debit card agency Direct Express but in my oppinion they are a waste of time & money. The [redacted] perform light years better than this new program that you have put together. It would be best if you tell people who are getting their benefits too open up a Bank or Credit Union account. It's been over 3 mos. since my benefits were stolen & I have gotten no results. I have given them police reports & whatever they have asked of me to do. A Bank or Credit Unions performance outweighs them ridiculously. So my point to you is this. What is their sole purpose concerning people on fixed incomes who are being robbed for their benefits? It seems like we are complaining to a vacant building with no occupants. I have no information whatsoever concerning my case. You are basicly paying a bunch of people to do what? You are basicly throwing money away because they are not doing whatever they are suppose to do there. I'm at home right now penniless, no clothing or food because my money has not been replaced. I sent the information & filed the complaint & that was it. I'm just here struggling. I'm willing to press charges & anything it takes to recover my stolen benefits. My mama can go to jail if she did it. There is one problem holding up progress. Direct Express. This has got to be the biggest flop since the invention of the carplane. I think it would be easier to have the Banks or Credit Unions handle social security benefits. They have experience, the manpower, speed & the resources. I had someone still some checks. I filled out the paperwork & gave them the information to who I think did it & all of my money was refunded. Of course an investigation was underway too. Fast courteous service. This Direct Express deal has got to be the goodwill thrift store of all financial programs. You need to trash this program & or set up rules for the banks too take regarding our benefits or give us a choice to how we want to be served & given our money. I went to the social security office & they told me that they are not responsible for lost or stolen benefits but we should take our complaints to Direct Express. Direct Express is a major flop & social security or somebody created them. You should be aware of their performance & satisfactory level from the people. You can do much much better than this I am very sure. If any of you have family members recieving benefits then you will here the complaints. Your grandmother can't pay her rent because her benefits are stolen & have nowhere to go. This letter needs to be forwarded to the higher powers of government officials because this is a serious serious issue. This can & should not be ignored. Direct Express is a total flop. Experience & performance outweighs none.

Regards,

Review: I have been dealing with this problem for over a month. I ordered a replacement card and when it arrived my name was not embossed, it had L F. What that means I don't know. I paid express shipping for a card I can't use. I have been back and forth with customer service who tells me I have to fax proof of who I am and even though it was their error it's my responsibility to fix it. Today was my last straw! I called to comfim the fax had been received and spoke to a agent who couldnt offer me assistance. I requested a manager and got [redacted] who refused to give me any other information. [redacted] was extremely confrontational and rude. Asked her serveral times to have someone call me back and she refused. [redacted] told me my feelings was not important to the call and basically I had to deal with her and no one else. I told her the level of customer service she was offering was horrible and she didn't care. The words she use was argumentative, she could care less. I have filed the dispute I need to file because of this and I can't access my child's disability funds because of the lack of attention my problem is receiving. I need help and [redacted] need à refresher course in customer service training. The call was 5:45 am 2/2/14.Desired Settlement: I want my replacement fée waived and my dispute filed the dispute should be in the notes from previous calls, and some type of assurance [redacted] will not treat another customer like this again.

Business

Response:

Revdex.com,

I am in receipt of the complaint that has been submitted to your agency by [redacted]. Ms. [redacted] is concerned with the level of service she received when speaking with Direct Express representatives and a dispute she filed for an ATM misdispense.

I have been informed that Direct Express management are reviewing the telephone calls Ms. [redacted] had with the call center representatives. Management will address the issues appropriately.

Ms. [redacted]'s Direct Express card was issued a provisional credit of $102.50 on February 4, 2014. A letter was mailed to Ms. [redacted] advising her the credit was issued to her card.

Direct Express has indicated that they are awaiting a return call from Ms. [redacted] so that a replacement card can be issued with the correct spelling of her name. Ms. [redacted] requested that her current card not be closed so she could access the funds on the card.

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

Sincerely,

Review: I contacted Direct Express on 9/23/13 via telephone in regards to filing a fraudulent charge on my direct Express Card that was taken from my card on 8/1/13 in the amount of $482.96 from a company named Big Q Automotive . I was advised that along with filing the fraudulent dispute that my Direct Express Card would be canceled and I would be issue a new card while the matter was being resolved. On 11/13/13 I received a letter from Direct Express denying the charges reversed back to my card stating not enough proof fraud had took place. I then contacted Direct Express via phone again on 11/17/13 and asked how I can appeal. I was advised to send a written statement providing information of how it was a fraudulent charge on my card. I stated in my letter that I never went to the company and never authorized anyone to use my card for Big Q Automotive and I believe some one was listening to me state my pin number with my mother. I contacted Direct Express on 12/2/13 to check the status of my appeal written statement, I was advised by the representative that it takes 30 days to process the appeal. I then called on 12/12/13 to check the status of the appeal and spoke to a team lead by the name of [redacted] that refused to give me a last name or first initial of last name. He was verbally abusive and was yelling at me telling my my case was already closed on 11/07/13 and a letter was sent out that time telling me my case was close. I advised him that I was already told about the appeal process and I was checking on the status of the written statement I was advised to send in and wanted to know where my case stood at this point. He confirmed that it was received on 11/27/13 but my case for my unauthorized charge will still remain closed. I asked what was the reason for keeping it closed and he advised me that "that was just how it works" . I asked [redacted] for someone above him and he refused to let me speak to anyone else. I asked for the complaints department and he stated there is no complaints department . I asked him what can I do to get my money that was stolen from my card fraudulently and he told me " we don't see it as fraud so there is nothing you can do" I then asked for the name of his supervisor, he then told me that there was no one above him.Desired Settlement: My desired out come is that after everything I have done, my due diligence in this proper policy and procedure guidelines in compliance with Direct Express, is that my $482.96 amount is placed back onto my card due fraudulent activity. I have filed the necessary paper work and provided and written appeal and have not received my money back onto my card without reason and only have received evasive and Extremely rude customer service. I am expecting my full refund of the $482.96 that was fraudulently stolen from my card and an apology from Direct Express for the Highly Poor Service and treatment I have received through what has been an stressful and traumatic ordeal.

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 for unauthorized transactions on her Direct Express card for $482.96.

It is my understanding that Direct Express denied the claim on November 7, 2013 but has since re-opened the claim for a fair hearing review. Once a decision is finalized, Ms. [redacted] will be notified by Direct Express.

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

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As an consumer and as an avid and active part of the disabled community and organizations such as Easter Seals, March Of Dimes, And Alta Regional Center, I do not find the response from Direct Express any closer to accomplishing and resolving this serious issue. Word Of Mouth is essential when dealing in the customer service industry and considering I am a direct liaison to the community that uses Direct Express , I will be voicing my ordeal with everyone about how this matter has been drawn out for almost 120 days when the standard timeframe to dispute fraudulent activity on a card is 90 days. This is appalling and well below unsatisfactory. I am getting the run around and not getting the proper treatment as a consumer that has been violated with fraud. I will use my public relations connections to fullest extent until this matter has come to a total and satisfactory conclusion.

Regards,

Business

Response:

Revdex.com,

Ms. [redacted] filed a dispute on September 23, 2013 for an unauthorized transaction totalling $482.96 that occurred on August 2, 2013. The claim was denied on November 7, 2013 since Direct Express could not confirm that fraud occurred. On November 27, 2013 a Fair Hearing review was opened. The claim was denied on December 12, 2013 and Ms. [redacted] was sent a letter notifying her of the decision.

Direct Express management has suggested that she contact the Merchant directly or file a police report if she decides to continue her pursuit of this matter.

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

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As it was documented to me, my case was to be re-opened and reviewed effective date of 12/20/2013. Per the response of Direct Express, it is obvious there was no case re-opened and nothing has been reviewed since filing with Revdex.com. The notification CLEARLY states my case was going to be re- opened and under go a "fair hearing". This information along with other evidence I have collected against Direct Express has left me no other choice to take further legal action. Target , a successful company has even had millions of customer's PIN numbers stolen and they are also being compensated. MY information was stolen along with verifiable funds and I am fighting tooth and nail to get it back. Attempting to collect my funds is futile. As, of today, my Attorney has advised me to advise the representation of Direct Express that you have as of the close of business on 01/03/2014 to refund the full $482.96 or a lawsuit will be filed effective 01/06/2014.

Regards,

Review: I hope I chose the right category. On Friday May 1st social security put a deposit on my Direct Express card of $700. I called them to get my balance and my direct express debit card did not work. I then, used my social security number wit my private pin and the automated line said my pin does not match my social. I called Direct Express again as and spoke to a agent. The agent told me my address which is in Ohio, was not in their system. I told the agent how can this be? I have been at this address for over four years. She said that I have moved to Miami Florida. Someone in Miami Florida said they were me and gave direct express my social security number. Someone in Miami got a application with my name and social from a online application called direct express and said they were me and I moved to Miami Florida. Direct Express canceled my card out and sent the person a new direct express card. They received my card, changed my pin, phone number and address and wiped out all my money from a ATM withdrawal at 12 AM Friday May 1st. Direct Express has the transaction on file with a fraud report filed from me. Direct Express told me if they decide to refund my 700 dollars it will take 90 days. I have called them four times after this begging to release my funds because I need to pay my rent!!! They keep putting me on hold and then hanging up. They did send me another card but charging me 14 dollars to ups it to me. I am in desperate new can someone please help me? Why should I have to suffer because of their stupidity? They messed up and should not have sent anyone another car but I am the one who is suffering now. Please Please Please help?Desired Settlement: I want exactly the amount that Social Security deposited on Friday May 1st. I also want the 14 dollar charge for the new card. I only get 700 dollars a month from SSI and I can't afford to wait 90 days.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute she filed on her Direct Express card. I escalated her complaint to management at Direct Express to investigate. Below is a summary of the dispute timeline and outcome:05/01 - Dispute SR [redacted] opened for $723.50 for alleged fraudulent POS and ATM transactions occurring on 05/01 in Miami FL (CH lives in Ohio). The card was closed & a replacement card was mailed expedited. The replacement card was registered on 05/11. Of note, there were a series of card closure and replacementrequests during the months of January – April 2015. Once this dispute was filed, an alert has now been placed on the card account requesting 2 forms of ID PLUS caller must be authenticated to update address, order card, etc. 05/15 - Case was approved for $744.11 (difference based on additional disputed transactions and card replacement fees ) and card account was credited (see screen shotbelow). Letter mailed to Ms. [redacted]. In summary, Ms. [redacted]'s claim was approved and her card was credited on 5/15/15 for $744.11.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: Direct Express processed a Transaction for Direct TV in the amount of $ 999.35, on Aug. 4 th 2013. I called and reported the unaurthrized transaction on Aug. 7th 2013, cancelled my DEBIT CARD, filed all paper work to have the transaction reversed. Recieved a new card etc. I had paid my Mothers Direct TV Bill a few times almost 7 months ago. From what I understand any Credit or Debit Cards are kept on file by Direct TV. Direct Express said since I had paid a bill on line,even for someone else I HAD GAVE MY INFORMATION to someone and there for they were not responsible, I was not going to get my money back. This card is the SSA and SSD recommended Debit Card for any one recieving payment from the Soc Sec Admistration. They are also conected to Comerica Bank and on the back of my Direct Express Card it says it is a mark of the US Dept of Tresasury, FDIC Insured.Desired Settlement: REVERSE THE TRANSACTION and put the funds back into my account

Business

Response:

Revdex.com,

Direct Express is reviewing the complaint. I left a message with Ms. [redacted] for Mr. [redacted]. We will respond shortly with the results of the investigation.

Sincerely,

Comerica Incorporated

Corporate Quality Process Department

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

Review: I am supposed to be able to see a "statement" or "track" my account online since they do not give paper statements. I have not been able to access my account online for over a year. I have contacted US Direct Express MULTIPLE times in attempts to get the issue resolved. Each time they promise to resolve the issue by having their computer people return my call to resolve the issue. The only results of these promises is:

A) They send me an email giving me a "new temporary password" that does not work. The most recent "temporary password" was sent in Spanish rather than English. A language I do NOT speak and only goes to show how little they listen or even care about resolving the issue.

B) I spend up to an hour on the phone on hold only to repeat the SAME information, inform them of the SAME problem. and they ignore the issue again and send another "temporary password"

C) I still cannot access my account or see anything that is happening with my account, wind up calling on the telephone to try to find out information any information about my account which is NOT the same as being able to see a statement (either on paper or online) allowing me to see what is and has been happening to my account.

D) I have to call them to get ANY type of information as to what is happening with my account and still cannot track it properly which wastes more of my cellular airtime.Desired Settlement: I want access to my account online as I am supposed to be able to and required since I do not get paper statements.

I want to be refunded for the over five and one quarter (5 1/4) hours of cell phone airtime I have spent in attempts to resolve this issue in the last year, and the six (6) plus hours of airtime spent trying to find out what is going on with my account in the last year for a total wasted airtime of 11.25 hours or 675 minutes. I pay $39.99 for two hundred forty minutes (four hours) of air time. That is 2.81 phone cards at $39.99 or $112.47 total.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about issues he is experiencing with his Direct Express card. I have escalated his complaint to management at Direct Express to review and reach out to him directly.Sincerely,[redacted]Comerica Incorporated313[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:You still have not done anything about refunding the moneys spent on phone cards and the extensive amount of my telephone time spent trying to resolve this issue. It took over a year of complaining and calls, and then a complaint to the Revdex.com to get you people to even do anything at all to resolve the issue. I expect some recompense for the money I spent (no I am not asking for recompense for my personal time) on telephone cards trying to get you people to do your jobs while you refused to do your jobs.

Regards,

Business

Response:

Be**er Business Bureau,I have been informed by Direc* Express *ha[redacted] has been able *o access his card informa*ion on line. Mr. [redacted]'s reques* for reimbursemen* reques* has been escala*ed *o managemen*.Sincerely,[redacted]Comerica Incorpora*ed313.[redacted]

Consumer

Response:

I did respond to your email regarding this complaint. It is NOT resolved. I did NOT accept dismissal of this complaint. Please do not close this complaint ID #[redacted] as it is NOT resolved. There is still the matter of the funds I had to expend in order to get the matter this far, ie. the telephone expenses in the form of purchased telephone cards incurred over the period of one plus years before they would even do ANYTHING other than send me another useless "password" for the account. -- [redacted]@gmail.com

Business

Response:

Revdex.com,I have been informed by the Direct Express Customer Advocacy Group that they have reviewed Mr. [redacted]’s account from September 2014 through current and he was never charged any statement fees. Direct Express sent Mr. an email requesting he contact them for assistance. Direct Express called Mr. [redacted] on 3/13 and again on 3/18 and was unsuccessful in speaking with him nor were they able to leave a message since his voicemail has not been set up. No return call or email has been received from Mr. [redacted].On February 13, 2015, the Customer Advocacy Group forwarded Mr. [redacted]’s request to the helpdesk team to resolve his issue. Helpdesk team later replied that Mr. [redacted]’s issue has been resolved and he now has access to his account online.In summary, I can truly appreciate the frustration Mr. [redacted] has experienced but unfortunately Direct Express is unable to compensate him for his telephone bills. If Mr. [redacted] has any questions, please encourage him to contact me directly.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Repeated and multiple calls from my cellular phone costing me the airtime because I purchase phone cards and do not have a contract telephone. I have to pay for my airtime and due to the multiply repeated idiocy of US Direct Express customer service, ie. never doing more than sending me a new temporary password that would not work, I was required to use over $39.00 worth of telephone card time.When your customer dis-service department continually refused to contact me or do anything more than send a new temporary password for over a year, it cost me money in the form of telephone airtime. Do I need to take you to small claims court about this issue? The gross negligence of your customer service department is the cause of this issue, and the money it cost me to get someone from your dis-service department to actually do their job.

Regards,

Review: A few years ago, I transferred my money out of a Direct Express account into my bank account as any time I attempted to contact an individual at Direct Express I could only get a touch tone menu and none of the choices matched my needs. Since then, they have sent me an updated debit card and stated that they still have $15 and some cents of my money. Since they don't provide any contact address in the document sent with the new card, I wrote to them on the address provided on the website, twice on January 15, 2015 and February 1, 2015. Neither letter was answered in any way shape or form, I have not received a check for the funds and their automated phone system still states that they have my money in their accounts. This is the worst business with which I have ever had the misfortune to have done business with. You can't talk to a human being and they don't answer mail requests.I want my money back and the account closed.Desired Settlement: I want a check in the mail for the $15 plus and I want this account closed.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] is concerned about accessing the balance on her Direct Express card. I have escalated her complaint to management at Direct Express to review and contact [redacted].I confirmed by telephone today that [redacted] has spoken with Direct Express and her issues have been resolved.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: 155.90 was reveresed due to fraud the debit card company is refusing to put the money back on after filling a police report they toke funds out of my ssi money now I have nothing to eat on our pay my light bill staying with a friend because of this they had my updated info because I gave [redacted] it so they can close the account down they told it was total different address [redacted] asked me for current address and my email to stay in contact with me and the company is lying to keep the charge...Desired Settlement: I want the 155.90 itt was fraud im not joking around this my ssi money you toying with I have nothing to eat now because of it so I hope you guys are happy I filled a police rporty for fraud and been more then 30 days and no letter our updated phone call it does not matter my phone broke oh another thing is I cant purchase another phone because itw as fruad and u guys toke my money from me... and refusing to put it back.

Business

Response:

Revdex.com,

Direct Express' Fraud Services Department completed [redacted] investigation on 6/**/2013. Her claim was denied. The merchant involved has provided Direct Express with documentation that indicates the transaction(s) in question were conducted by Ms. [redacted] authorization. Based on this information, we cannot confirm that fraud occurred. If Ms. [redacted] wishs to continue the pursuit of this claim we recommend she do so by seeking reimbursement directly from the merchant.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

u cant do this its fraud have police report I never had account with them its fraud and u cant prove I did it either way witch I never had our I would have got a new cardim nt getting screwed out of this money either way I will win this battle

Review: On 8/19/14, I requested that DirectExpress cancel my debit card because my wallet was stolen and requested a replacement. Then, without my permission, they cancelled the replacement card before it even got here. It took until 9/3/2014 to get here, not the 5-10 days promised. They charged me 4.95$ for the original replacement card, another 4.95$ for the 2nd replacement to replace the replacement they cancelled, and I had to request expedited service for 14$. I spoke with customer service, and they insisted that I had requested that they cancel the second card, and would not send the card free of additional charge.Desired Settlement: I would like DirectExpress to waive the charges for the 2nd card I had to order after they cancelled my replacement card, as well as the expedited shipping fees I had to pay because it took so long.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concerns involve fees he has been assessed for the re-issue for his Direct Express card.

I have escalated [redacted]'s complaint to management at Direct Express. [redacted] will be notified of the outcome. Meanwhile, please encourage [redacted] to contact me direcltly if he has any questions.

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.

Regards,

Review: There was money that was stolen off my direct express card I did find out who took it my whole wallet was stollen I took the man to court regards to it he was ordered probation time well that money that was put on my card was back money from social security well I contacted direct express where my money goes on to they told me to call me back when the court was dine and my card would get the money put back on it well I called they closed my case they told me I would have to write a letter to reopen the dispute I have had the run around with these people different people are telling me different things about this dispute all I want is all this money back that was stollen off my card it was over four thousand dollars that money was suppose to be for me to live off and I was told by them my card would be credit back all that money and still has not this has been going on for a long time and I am sick of the run around I got a police report like they asked I am done with court and still no money has been credit my card yet I wrote another letter like they askedDesired Settlement: I would like my money credit back to my card asap like I was told by customer service that was a lot of money

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Aimee Hudson. Ms. Hudson's complaint involves a dispute she filed on her Direct Express card. I have escalated Ms. Hudson's complaint to management at Direct Express to research. She will be notified with the result of the investigation.

Please encourage Ms. Hudson to contact me if she has any questions.

Sincerely,

Vice President

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I would like the money credided back on my card asap thank you

Regards,

Review: I was a victim of fraud from Dec. 2013 thru April. 2014 & all of my funds/benefits were stolen. I filed a dispute with police reports & other documents but have not heard anything from Direct Express concerning my case. It's going on 2 mos. now. I need to know what is going to be done & when will my benefits be replaced? I've been to the social security office & they told me that Direct Express is the ones to talk too because they have given my benefits & so the rest is up to Direct Express. My complaint is that I have heard nothing from Direct Express & I am in desperate need of my benefits because I have no money to pay for anything including food.Desired Settlement: I need my benefits badly. I can't pay for my meds & I suffer from seizures, multiple traumas & sickle cell anemia.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned with a dispute he filed on his Direct Express card. I have escalated his complaint to a Direct Express Manager to review and reach out to Mr. [redacted] to discuss his claim.

Mr. [redacted] should hear from Direct Express by the end of next week.

Sincerely,

Susan Rutledge Reeves

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,

I really need to hear from them because I am going through a lot plus my health is bad & I'm about to have surgery & need money.

Review: I spoke to a [redacted] about a dispute for 74.90 direct express did not get the refund from the seller so im out of money the seller at x jewley sold me a broken computer aand he would no accept a refund I contacted direct experss for a charge back they investagted and did not help me at all so the seller got away scott free with my money tracking id [redacted] I tried emailing [redacted] and calling she didn't help me or respond to my emails I wnat this appealedDesired Settlement: properly investagate my claim and refund my money from the fraudulent seller

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute she

filed on her Direct Express card. I have escalated the complaint to management at Direct Express to investigate and contact Ms. [redacted].

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

Sincerely,

Comerica Incorporated

Review: my wife passed away this year on feb. 7 2014..I contacted direct express to request a deceased reguest..I sent in all required documents and all forms they ask for..my wife had a large sum on money on the card..I was suppose to recieve a check for the remaining balance on the card after they recieved the documents...I sent in all required documents on march 26, 2014 which they said it would take 4-6 weeks to process..as of today it would be 9 weeks...I have called customer service repeatedly and they hang up on me and/ or give me no information.

I am a elderly man and in need of the money for expenses...direct express will not return my calls or give me any information ..the balance is now zero as of april 28, 2014 and they refuse to tell me what happen to the money or if the check has been written to me..I do not understand why they are doin this. any response would be great..my wife use direct express as a direct deposit from social security..I have sent them several faxes and personally mailed and callled ..still no response ....Desired Settlement: a check written to me ( [redacted]) for the amount that was on the card..

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about the money remaining on the Direct Express card of his deceased wife, [redacted].

I have been informed by Direct Express that the required documentation was received and the proceeds (balance on the card) of $5,861.75 has been mailed to Mr. [redacted] on May 22, 2014.

I believe his concerns have now been resolved.

Please express my sympathies to Mr. [redacted] for the loss of his wife and encourage him to contact me directly if he has any questions or further 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: On January 24, 2014 charges were made to my debit card from Bangladash. I contacted the customer service department and discovered that there was still a pending charge of 707.60. The card was cancelled and a new card was issued. On January 29, the pending charge was paid from the new card. I have completed 3 fraud reports and mail them back. The one report for 53.17 was settled on March 14; and the funds were put back on the new card. When I inquired about the 707.60 charge, was told it was a duplicate and therefore cancelled. On March 16, I faxed information stating the I have never been the Bangladash and disputed the charges. When I contacted them today, I was told they needed additional information and would start the process again. After I tried to explain the situation again, I was hung up on. Called back and asked for supervisor, who put me on hold for 18 minutes and then disconnected the call. All I want is the 707.60 and the international charges put back on my card. Please help me with this issue. I am behind on my bills and social security is my only source of income.Desired Settlement: All I want is the 707.60 and the international charges put back on my card. Please help me with this issue. I am behind on my bills and social security is my only source of income.

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]. Ms. [redacted] is concerned with a dispute she filed for unauthorized activity on her Direct Express card.

Direct Express has reviewed her dispute and credited her card on March **, 2014 for $707.42. Ms. [redacted] was sent a letter informing her of the results of the investigation.

Ms. [redacted] complaint has been resolved. If Ms. [redacted] has questions or additional concerns, please encourage her to contact me directly.

Sincerely,

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]. Ms. [redacted] is concerned with a dispute she filed for unauthorized activity on her Direct Express card.

Direct Express has reviewed her dispute and credited her card on March 24, 2014 for $707.42. Ms. [redacted] was sent a letter informing her of the results of the investigation.

Ms. [redacted] complaint has been resolved. If Ms. [redacted] has questions or additional concerns, please encourage her to contact me directly.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9977409, and find that this resolution is satisfactory to me.

There are still the International purchase fees to be credited to my account. I left a message with Ms. Reeves concerning this. Thank you so much for resolving this issue for me.

Regards,

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.

There are still the International purchase fees to be credited to my account. I left a message with Ms. [redacted] concerning this. Thank you so much for resolving this issue for me.

Regards,

Review: Good Evening Revdex.com, On July 16, 2013, I was going over my online bank statement and noticed 2 separate ATM WITHDRAWLS in two separate amounts. One was on 07/05/2013 for a hefty $201.75 plus .90 transaction fee, the other on another date 07/13/2013 same month July for $51.75 plus .90 transaction fee. As I look closer at the Addressess of the corresponding establishments, I noticed that during the same month of July 5, 2013 I DID WITHDRAW $201.50 from a grocery store here in my neighborhood and noticed the Address for THAT PARTICULAR STORE WAS: [redacted]. WHEN I LOOKED AT THE ADDRESS FOR THE OTHER TWO TRANSACTIONS IN QUESTION THE STATEMENT GIVES: [redacted]. IMMEDIATELY RED FLAGS WENT UP BECAUSE THE TWO ARE TOO CLOSELY LOCATED TO BE LEGIT. SO I WENT OUTSIDE TO INVESTIGATE AND LO AND BEHOLD THERE IS NOOOO ESTABLISHMENT WITH THE ADDRESS [redacted]!!! UPON MY REPORTING THIS TO DIRECT EXPRESS THEY CLAIM TO HAVE LAUNCHED THEIR OWN INVESTIGATION AND THAT I QUOTE: "WE FOUND A CONFLICT IN THE INFORMATION PROVIDED BY YOU AND THE INFORMATION RESULTING FROM OUR RESEARCH ... WE CANNOT CONFIRM THAT FRAUD OCCURED...IF YOU WISH TO CONTINUE YOUR PURSUIT OF THIS CLAIM WE RECOMMEND THAT YOU REPORT THE INCIDENT TO YOUR LOCAL LAW ENFORCEMENT AGENCY OR RESOLVE BY CONTACTING THE MERCHANT DIRECTLY" END QUOTE- MIND YOU, Revdex.com, THE 'MERCHANT' IS AN ATM IN A STORE WHICH DOES NOT EXIST- THERE IS NOOOOOO [redacted]- BUT THAT MEANS NOTHING TO MY CLAIM. PLEASE CAN YOU HELP DIRECT EXPRESS COMPREHEND THIS UNDERMINING OF MY EXPOSING THIS PHENOMENON!!! THANK YOU AS ALWAYS, Revdex.com ONLINE!!!Desired Settlement: Transaction Summary

I WANT MY MONEY RETURNED SO I CAN CLOSE MY ACCOUNT WITH THIS GOOD FOR NOTHING CARD SERVICE COMPANY- WHAT I NEED THEM FOR-??? MY BANK STATEMENT BELOW:

July 2013

Name: [redacted] Address: [redacted] City, State, Zip Code: [redacted] Customer Service: [redacted] Write to us

Direct Express® Payment Processing Services [redacted] Thank You for Being a Direct Express® Customer

--------------------------------------------------------------------------------...⇄ />
Date Range: July 2013

Card Number : [redacted] Date Posted Merchant/ ATM Location/ Confirmation Number Trans.Type Charges Credits

07/13/2013 16:57:13 R & V GROCERY & DELI,[redacted] CASH PURCHASE $8.00

**07/13/2013 16:46:27 [redacted] ATM WITHDRAWAL FEE $0.90

**07/13/2013 16:46:27 [redacted] ATM CASH WITHDRAWAL $51.75 NOTICE TIME PLEASE

07/11/2013 22:04:33 AMAZON MKTPLACE PMTS,AMZN.COM/BILL,WA CASH PURCHASE $9.73

07/10/2013 21:24:00 A & S GOURMET DELI US,[redacted] CASH PURCHASE $6.00

07/06/2013 17:45:18 DANBURY MINT/W&W,[redacted] CASH PURCHASE $35.50

07/06/2013 17:37:51 DANBURY MINT/W&W,[redacted] CASH PURCHASE $35.60

**07/05/2013 11:33:33 [redacted] ATM WITHDRAWAL FEE $0.90

**07/05/2013 11:33:33 [redacted] ATM CASH WITHDRAWAL $201.75 NOTICE TIME PLEASE

07/05/2013 08:11:16 [redacted] ATM WITHDRAWAL FEE $0.90

07/05/2013 08:11:16 [redacted] ATM CASH WITHDRAWAL $51.60

07/05/2013 07:25:50 [redacted] ATM CASH WITHDRAWAL $201.50

07/04/2013 22:42:41 WU,877-989-3268,MO CASH PURCHASE $110.00

07/04/2013 14:14:56 WU,877-989-3268,MO CASH PURCHASE $110.00

07/04/2013 09:56:31 WU,877-989-3268,MO CASH PURCHASE $40.00

07/04/2013 06:42:13 NETFLIX.COM,NETFLIX.COM,CA CASH PURCHASE $7.99

07/03/2013 00:00:00 [redacted] ,, DEPOSIT FROM SSA $803.00

06/03/2013 00:00:00 [redacted] ,, DEPOSIT FROM SSA $803.00

Business

Response:

Revdex.com,

We are reviewing this matter and will respond shortly.

Thank you.

Comerica Incorported, 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,