U S Direct Express

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] -*** I escalated Ms [redacted] -***'s complaint to management to review and have been informed that her complaint has been resolved Below is a summary of the timeline.A review of Ms [redacted] -***’s account shows that she is a representative payee for three benefit recipients, one of them is [redacted] 07/01/14: Direct Express received a DNE (death notice entry) for [redacted] and a debit adjustment was processed for the 07/03/benefit payment in the amountof $for the return of the funds to the U.STreasury On 3/5/14: As a result of this inquiry, the case was researched by Comerica’s ACH Department and it was determined the benefit payment for [redacted] had not been returned to the U.STreasury due to a clerical error.On 3/6/ Comerica ACH returned the 07/03/benefit payment in the amount of $1,for [redacted] to the U.STreasury on line via ACH The Treasury should receive the funds within two daysMs [redacted] - [redacted] should contact the paying agency for further assistance in recovering the benefit.Please encourage Ms [redacted] - [redacted] to contact me directly if she has any questions.Sincerely, [redacted] Comerica Incorporated[redacted]

Complaint: [redacted] I am rejecting this response because: HI,My case got closed because I didn't respond in timeI was waiting fro the company, Direct Express to resolve this issue and refund my moneyThey had finally contacted me once I opened up a complaint with you guysBut once it got closed I can't get through to them anymore and I am waiting for them to put my money back into my accountI would like to request that my case be re openedCase number [redacted] .Thank you, [redacted] -***-***

Complaint: [redacted] I am rejecting this response because: I don't see a resolution I called the business and there response is they don't know when they will find out what happened to my missing money :( Regards, [redacted]

Date Sent: 5/26/3:05:PMComplaint: [redacted] I am rejecting this response because: Today is 5-26-2015, I have made many calls to US Direct Express and still nothing!I did reach Mrs [redacted] who said someone would contact me,no one has,not by phone or mail nor e-mail.This is totally absurd,this card says FDIC insured.Well I am out $480,I am a para-plegic,I just don't think they should be able to get away with this injustice!!!Regards, [redacted]

Revdex.com, Direct Express is a program of the U.STreasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.comCardholder satisfaction is important to us as evidenced by the program’s 95% cardholder satisfaction ratingThe cardholder may contact Direct Express directly by calling [redacted] and they will be happy to work with them to resolve their issue Please note that I have forwarded this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issuesSincerely, [redacted]

One more thing like me Paul Francis Mayer individual people are protected by the A.D.A. DISABILITY ACT is 35.106 is 180 Pages . Then also a free Government Publication item number 5833 is financial deposit insurance for example .

Hello hi MR Paul Francis Mayer moved back to LAS VEGAS , NEVADA 89030 .I only have GENERAL DELIVERY MR Paul F Mayer wants US DIRECT EXPRESS to reactivate Paul's MASTER card US DIRECT EXPRESS Private Property account Paul Mayer has $400.00 .Please do not make me call my attorney I know they can get my money for me . I also sent a email to President Trump . I want a new card or revalidate my old card today . Or you will be hearing from my attorney .Also send me my transaction statements 5 months to my GENERAL DELIVERY in LAS VEGAS .

Revdex.com,
Below is a summary of the timeline for Mr***' dispute with Direct Express:
02/01/- Mr*** opened a Dispute for an ATM misdispense in the amount of $that occurred on 01/31/
02/04/- Direct Express received dispute paperwork
02/06/- A chargeback was processed and provisional credit was issued to Mr***' card. A letter notifying Mr*** of the provisional credit was sent
The Claim is currently pending a response from the merchant
Please encourage Mr*** to contact me directly if he has any questions or concerns
Sincerely,
*** *** ***
*** ***
*** ***
***

Revdex.com,
I received a letter from *** *** a few days ago which I forwarded to the Direct Express Fraud Investigator. The Fraud Investigator is reviewing the case again
The Fraud Investigator has not spoken with the with the police detective in relation to this caseThe fraud investigator did reach out to the detective on 03/06/2014; however, they were unsuccessful in speaking with her and had to leave a message
Direct Express mailed to *** *** the dispute paperwork she requested on 03/26/
I have spoken with *** *** and indicated to her that once her letter has been reviewed, she will receive a response from Direct Express. Additionally, she has my contact information and can call me at any time
Sincerely,
*** *** ***
*** ***
*** ***
***

Revdex.com, Direct Express is a program of the U.STreasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.comCardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction ratingThe
cardholder may contact Direct Express directly by calling 888-741-and they will be happy to work with them to resolve their issue. Please note that I have forwarded this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issuesSincerely, *** *** *** Vice President Comerica Incorporated Corporate Quality Process Department

Complaint: ***
I am rejecting this response because:
Regards,
Kwan Green there's no NEW message just a everything showing what I faxed over to your (Revdex.com) company nothing has been resolved just direct exprss passing the buck.....I don't see ANYTHING RELEVANT JUST WHAT I FAXED OVER I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question I thank you for everything you have done Kwan Lamont Green Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of eleven Sent from my iPhoneOn Aug 4, 2016, at 3:PM, green kwan wrote:I just got off the phone with the manager of the eleven located at Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhoneOn Aug 4, 2016, at 12:PM, Direct Express wrote:Thank you for letting me know and keep me posted on anything you are able to find out. Tanya From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 1:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** I just got off the phone with representative Nikki for the sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhoneOn Aug 4, 2016, at 11:AM, Direct Express wrote:MrGreen, I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals. They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you. I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow. The $ATM withdrawal was done at 7-#at Sherman Way Reseda, CA And the $ATM was done at 7-#Devonshire Granada Hills, CA 91344 I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 5:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhoneOn Aug 3, 2016, at 2:PM, green kwan wrote:In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores and I have left my phone number for the manager at one of the 7/locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhoneOn Aug 3, 2016, at 9:AM, Direct Express wrote:Hi MrGreen, I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account. I am going to put the investigation documents that they used to make their decision in the mail for you to review. If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhoneOn Aug 2, 2016, at 11:AM, Direct Express wrote:MrGreen, I wanted to give you a quick updateI am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department. I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know. Thank you, TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breachFrom: green kwan To: "[email protected]" Sent: Wednesday, July 27, 6:PMSubject: Re: Direct Express Cardholder *** *** I'd like to further state that my account seems to have been hacked/compromisedas this issue with someone withdrawing 1,back in february of this year twice on february 3rd and the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in or only this year My cellphone number is 301-9397Sent from my iPhoneOn Jul 27, 2016, at 1:PM, Direct Express wrote:Kwan, As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail. Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you. TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question I thank you for everything you have done Kwan Lamont Green Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of eleven Sent from my iPhoneOn Aug 4, 2016, at 3:PM, green kwan wrote:I just got off the phone with the manager of the eleven located at Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhoneOn Aug 4, 2016, at 12:PM, Direct Express wrote:Thank you for letting me know and keep me posted on anything you are able to find out. Tanya From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 1:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** I just got off the phone with representative Nikki for the sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhoneOn Aug 4, 2016, at 11:AM, Direct Express wrote:MrGreen, I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals. They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you. I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow. The $ATM withdrawal was done at 7-#at Sherman Way Reseda, CA And the $ATM was done at 7-#Devonshire Granada Hills, CA 91344 I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 5:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhoneOn Aug 3, 2016, at 2:PM, green kwan wrote:In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores and I have left my phone number for the manager at one of the 7/locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhoneOn Aug 3, 2016, at 9:AM, Direct Express wrote:Hi MrGreen, I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account. I am going to put the investigation documents that they used to make their decision in the mail for you to review. If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhoneOn Aug 2, 2016, at 11:AM, Direct Express wrote:MrGreen, I wanted to give you a quick updateI am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department. I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know. Thank you, TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breachFrom: green kwan To: "[email protected]" Sent: Wednesday, July 27, 6:PMSubject: Re: Direct Express Cardholder *** *** I'd like to further state that my account seems to have been hacked/compromisedas this issue with someone withdrawing 1,back in february of this year twice on february 3rd and the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in or only this year My cellphone number is 301-9397Sent from my iPhoneOn Jul 27, 2016, at 1:PM, Direct Express wrote:Kwan, As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail. Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you. TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question I thank you for everything you have done Kwan Lamont Green Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of eleven Sent from my iPhoneOn Aug 4, 2016, at 3:PM, green kwan wrote:I just got off the phone with the manager of the eleven located at Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhoneOn Aug 4, 2016, at 12:PM, Direct Express wrote:Thank you for letting me know and keep me posted on anything you are able to find out. Tanya From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 1:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** I just got off the phone with representative Nikki for the sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhoneOn Aug 4, 2016, at 11:AM, Direct Express wrote:MrGreen, I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals. They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you. I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow. The $ATM withdrawal was done at 7-#at Sherman Way Reseda, CA And the $ATM was done at 7-#Devonshire Granada Hills, CA 91344 I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 5:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhoneOn Aug 3, 2016, at 2:PM, green kwan wrote:In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores and I have left my phone number for the manager at one of the 7/locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhoneOn Aug 3, 2016, at 9:AM, Direct Express wrote:Hi MrGreen, I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account. I am going to put the investigation documents that they used to make their decision in the mail for you to review. If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhoneOn Aug 2, 2016, at 11:AM, Direct Express wrote:MrGreen, I wanted to give you a quick updateI am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department. I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know. Thank you, TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breachFrom: green kwan To: "[email protected]" Sent: Wednesday, July 27, 6:PMSubject: Re: Direct Express Cardholder *** *** I'd like to further state that my account seems to have been hacked/compromisedas this issue with someone withdrawing 1,back in february of this year twice on february 3rd and the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in or only this year My cellphone number is 301-9397Sent from my iPhoneOn Jul 27, 2016, at 1:PM, Direct Express wrote:Kwan, As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail. Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you. TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question I thank you for everything you have done Kwan Lamont Green Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of eleven Sent from my iPhoneOn Aug 4, 2016, at 3:PM, green kwan wrote:I just got off the phone with the manager of the eleven located at Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhoneOn Aug 4, 2016, at 12:PM, Direct Express wrote:Thank you for letting me know and keep me posted on anything you are able to find out. Tanya From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 1:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** I just got off the phone with representative Nikki for the sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhoneOn Aug 4, 2016, at 11:AM, Direct Express wrote:MrGreen, I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals. They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you. I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow. The $ATM withdrawal was done at 7-#at Sherman Way Reseda, CA And the $ATM was done at 7-#Devonshire Granada Hills, CA 91344 I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 5:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhoneOn Aug 3, 2016, at 2:PM, green kwan wrote:In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores and I have left my phone number for the manager at one of the 7/locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhoneOn Aug 3, 2016, at 9:AM, Direct Express wrote:Hi MrGreen, I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account. I am going to put the investigation documents that they used to make their decision in the mail for you to review. If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhoneOn Aug 2, 2016, at 11:AM, Direct Express wrote:MrGreen, I wanted to give you a quick updateI am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department. I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know. Thank you, TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breachFrom: green kwan To: "[email protected]" Sent: Wednesday, July 27, 6:PMSubject: Re: Direct Express Cardholder *** *** I'd like to further state that my account seems to have been hacked/compromisedas this issue with someone withdrawing 1,back in february of this year twice on february 3rd and the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in or only this year My cellphone number is 301-9397Sent from my iPhoneOn Jul 27, 2016, at 1:PM, Direct Express wrote:Kwan, As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail. Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you. TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question I thank you for everything you have done Kwan Lamont Green Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of eleven Sent from my iPhoneOn Aug 4, 2016, at 3:PM, green kwan wrote:I just got off the phone with the manager of the eleven located at Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhoneOn Aug 4, 2016, at 12:PM, Direct Express wrote:Thank you for letting me know and keep me posted on anything you are able to find out. Tanya From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 1:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** I just got off the phone with representative Nikki for the sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhoneOn Aug 4, 2016, at 11:AM, Direct Express wrote:MrGreen, I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals. They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you. I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow. The $ATM withdrawal was done at 7-#at Sherman Way Reseda, CA And the $ATM was done at 7-#Devonshire Granada Hills, CA 91344 I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 5:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhoneOn Aug 3, 2016, at 2:PM, green kwan wrote:In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores and I have left my phone number for the manager at one of the 7/locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhoneOn Aug 3, 2016, at 9:AM, Direct Express wrote:Hi MrGreen, I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account. I am going to put the investigation documents that they used to make their decision in the mail for you to review. If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhoneOn Aug 2, 2016, at 11:AM, Direct Express wrote:MrGreen, I wanted to give you a quick updateI am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department. I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know. Thank you, TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breachFrom: green kwan To: "[email protected]" Sent: Wednesday, July 27, 6:PMSubject: Re: Direct Express Cardholder *** *** I'd like to further state that my account seems to have been hacked/compromisedas this issue with someone withdrawing 1,back in february of this year twice on february 3rd and the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in or only this year My cellphone number is 301-9397Sent from my iPhoneOn Jul 27, 2016, at 1:PM, Direct Express wrote:Kwan, As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail. Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you. TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question I thank you for everything you have done Kwan Lamont Green Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of eleven Sent from my iPhoneOn Aug 4, 2016, at 3:PM, green kwan wrote:I just got off the phone with the manager of the eleven located at Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhoneOn Aug 4, 2016, at 12:PM, Direct Express wrote:Thank you for letting me know and keep me posted on anything you are able to find out. Tanya From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 1:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** I just got off the phone with representative Nikki for the sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhoneOn Aug 4, 2016, at 11:AM, Direct Express wrote:MrGreen, I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals. They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you. I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow. The $ATM withdrawal was done at 7-#at Sherman Way Reseda, CA And the $ATM was done at 7-#Devonshire Granada Hills, CA 91344 I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 5:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhoneOn Aug 3, 2016, at 2:PM, green kwan wrote:In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores and I have left my phone number for the manager at one of the 7/locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhoneOn Aug 3, 2016, at 9:AM, Direct Express wrote:Hi MrGreen, I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account. I am going to put the investigation documents that they used to make their decision in the mail for you to review. If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhoneOn Aug 2, 2016, at 11:AM, Direct Express wrote:MrGreen, I wanted to give you a quick updateI am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department. I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know. Thank you, TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breachFrom: green kwan To: "[email protected]" Sent: Wednesday, July 27, 6:PMSubject: Re: Direct Express Cardholder *** *** I'd like to further state that my account seems to have been hacked/compromisedas this issue with someone withdrawing 1,back in february of this year twice on february 3rd and the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in or only this year My cellphone number is 301-9397Sent from my iPhoneOn Jul 27, 2016, at 1:PM, Direct Express wrote:Kwan, As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail. Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you. TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 I've given it thought I spoke with a lawyer yesterday who knows a fellow attorney who would possibly handle my case Can I have all documents that I have mailed out, faxed to your company regarding this issue including the documents you were going to mail me this week, I will contact detective flores today if she's available ask her to subpoena sprint my carrier for the day in question I thank you for everything you have done Kwan Lamont Green Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Clearly what I've been trying to state from the beginning is that my direct express account has been compromised I will continue to pursue this getting law enforcement to subpoena my phone records and confirm I was in neither vicinity on the alleged date the amount of time you're company puts on fair hearings is negligent the amount of time spent waiting on correspondence through the mail and the lack information provided by the supervisors that work in the level two department is all circumstances that make it hard for me say hey this is my fault can you please forward my case to your superior for him or her to look into PLEASE Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Even though I'm the victim isn't every bank federally insured why can't I be given a provisional credit from the beginning of the dispute, look how much time has passed/lapsed I've already had the manager of the Devonshire address tell me their video is only kept for twenty eight days and these incidents occurred three and a half months ago Sent from my iPhoneOn Aug 5, 2016, at 5:AM, green kwan wrote:Also I need to clarify that I have spoken to cardtronics security officials and they state that there are no cameras set up to record on any of the atm machines, if there is any footage it would come solely from the videos of eleven Sent from my iPhoneOn Aug 4, 2016, at 3:PM, green kwan wrote:I just got off the phone with the manager of the eleven located at Devonshire and the video is only available for twenty eight days and then it cleans itself I'm still waiting for the other location to call me back and probably mention the same thing This is so wrong I have done everything you could ask of me and you the same can't I just get a credit and be done with this for good can you forward that (inquiry/request) to your or Sarah's supervisor Sent from my iPhoneOn Aug 4, 2016, at 12:PM, Direct Express wrote:Thank you for letting me know and keep me posted on anything you are able to find out. Tanya From: green kwan [mailto:[email protected]] Sent: Thursday, August 04, 1:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** I just got off the phone with representative Nikki for the sherman way address and she will check video to see if it even goes back that far/actual time and date stamp I went to the address yesterday after contacting cardtronics and providing them the last four of the card, time and date I left my number and name for a manager to call me back and still wait Sent from my iPhoneOn Aug 4, 2016, at 11:AM, Direct Express wrote:MrGreen, I have gotten off the phone with Cardtronics and unfortunately since I am not considered the “victim” they are unable to assist me with obtaining a copy of video and/or photos from the ATM withdrawals. They stated you would either need the police department to request the information or obtain a subpoena for them to release that information to you. I was able to get you the actual store locations for each withdrawal and I tried to call Detective Flores and provide her with that information but was told she is not available until tomorrow. The $ATM withdrawal was done at 7-#at Sherman Way Reseda, CA And the $ATM was done at 7-#Devonshire Granada Hills, CA 91344 I can try and speak to Detective Flores for you tomorrow but I wanted to also provide the location information to you so that you would have it in case you speak to Detective Flores before I do. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Wednesday, August 03, 5:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Furthermore I find it unbelievably unnecessary for me to have sent you guys all the letters of disputes, police reports faxes to the Revdex.com and this video or photos might not be available due to the amount of time since I complained about this fraud just what is it that your department does I have provided numbers to detectives etc, I've gone ahead and forwarded this email correspondence to the Revdex.com Sent from my iPhoneOn Aug 3, 2016, at 2:PM, green kwan wrote:In speaking with the police department y'all can't even prove if it was fraud or if it wasn't fraud according to these procedures, I have made contact with the Los Angeles police department detective Flores and I have left my phone number for the manager at one of the 7/locations where the fraud took place at, I don't have any more to say as of now other than to say why am I doing all the work that should be done by your company Sent from my iPhoneOn Aug 3, 2016, at 9:AM, Direct Express wrote:Hi MrGreen, I just wanted to let you know that your case was reviewed by the fair hearing clerk today and they found that they could not determine fraud had occurred on your account. I am going to put the investigation documents that they used to make their decision in the mail for you to review. If you are able to provide me with any new information such as video and/or photos of the ATM withdrawals I will be happy to re-open the case for you and have it reviewed again but unfortunately without those items the case is going to be denied. Thank you, Tanya From: green kwan [mailto:[email protected]] Sent: Tuesday, August 02, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** Thank you very very much Tanya I sincerely appreciate everything you have done Sent from my iPhoneOn Aug 2, 2016, at 11:AM, Direct Express wrote:MrGreen, I wanted to give you a quick updateI am working with management to try and get a more definitive time on when your case will be reviewed by the fair hearing department. I have still not heard back from them with an exact timeframe but I will continue to check on them and as soon as I can relay any new news to you I will make sure to reach out to you and let you know. Thank you, TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-3461 From: green kwan [mailto:[email protected]] Sent: Thursday, July 28, 3:PMTo: Direct ExpressSubject: Re: Direct Express Cardholder *** *** In speaking with mcafee regarding someone possibly hacking my laptop case #2049081546.....they indicated the ip address would only be trying to gain access to my wifi and the prompt I tend to receive is common because the apparent access is not being recognized as being attached to my mcafee account...it would not be considered a hack and the issue would be someone had/has hacked my bank account not a mcafee issue but a banking security breachFrom: green kwan To: "[email protected]" Sent: Wednesday, July 27, 6:PMSubject: Re: Direct Express Cardholder *** *** I'd like to further state that my account seems to have been hacked/compromisedas this issue with someone withdrawing 1,back in february of this year twice on february 3rd and the following night I filed a dispute and a police report and the funds were refunded/credited back to me in three weeks....since this last theft in april....I contacted social security asked that future deposits be stopped with direct express...I have never had this problem since I started banking with direct express I believe in or only this year My cellphone number is 301-9397Sent from my iPhoneOn Jul 27, 2016, at 1:PM, Direct Express wrote:Kwan, As your Cardholder Advocate,it has been brought to my attention of some concerns you were having on your account. In an effort to gather more information and help bring about a resolution, I was hoping we could discuss your concerns in greater detail. Please contact the Cardholder Advocacy Group at the number below or reply to this email so that I may assist you. TanyaCardholder Advocacy SpecialistCard Services, Center of Excellence tel 512.250-7544fax 512.298-

Complaint: ***
I am rejecting this response because: This did not solve the unauthorized transaction
Regards,
*** ***

Complaint: ***
I am rejecting this response because: There is no proof that I would steal from myself and blame someone else. I would have no reason to do this. I am an honest person. I do not have an account with Google in any language. I do not down load from google. I am the recipient of a very small monthly benefit. I have bills to pay and I am too old to play games with my hard earned cash. There are hackers everywhere and my account was hacked by someone other than myself. If you are not going to return my federally insured money, just say so, but do not accuse me of playing these kinds of games or scams. I did everything you asked me to do, file police report, and send you an account of what I knew that could have happened. I did that, but do not call me a thief of my own money. I do not expect anyone to take responsibility for my faults and this is not one of mine. I really do need my money to pay my bills. I do not know who to contact at Google. You tell me that I need to contact them, well help me out, give me a number and a name to contact so that I may pursue this further.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Dear Direct Express Representative,
Thank you for replaying and communicating with meI am Ms. *** ***, I am the only account holder
and I have one cellphone number, for security reasons I will withhold that
complete number *** ***-I would like you to please refund my account for
all fraudulent activity that has affected my account with Direct Express due to
identity theft
I would like to point out the following:
I am a victim of Identity Theft
Police Report: *** will verify
FTC Reference # *** will confirm
FTC Affidavit:
confirms the same mailed in in registered mail
Direct Express Owes me $7,in fraudulent transactions
Not mention damages and costs incurred by this crime
I only contact Direct Express via my own cell or in writing
through the United States Post Office @ *** *** *** San Antonio TX78224-5998,
and now here through the Revdex.com
My mail keeps being stolen at my previous address on file: ***
*** *** *** ** Richmond CA This is also in the police report and
there are other police reports regarding the same matter because it’s not just
my mail and this has been going on for a whileThe police know about the
situation as I live in a high crime rate cityThe Postal Inspectors are also
informed and still the mail keeps being delivered and stolen on opportunity as
we are mostly out of the house working or at schoolIve had to get a P.OBOX
I called *** *** in January (+/- 1/20/14) because I
got declined at the grocery store and at my storage unit and since I had
previously gone through this same situation (+/-10/13/13) with Direct Express I
immediately called in and told the rep that I thought that I was being hacked
and that I should have over $7k in my accountShe confirmed that my account
was safe and that the reason my card would not be working was because Direct
Express was switching out customer cards due to the Target Corp Breach in
SecurityI told the rep that I was not aware of that and that I didn’t
appreciate not being informed about this situationShe explained to me that
Direct Express had sent out letters regarding this matterI have looked
everywhere for this communication and to this date I have not received itDuring
this call I explained to the rep that my mail was being stolen and that I
believed that the letter containing this information was stolen if in fact it
had been sent since I haven’t received itThe rep told me that I would receive
my replacement card in 7-business days
I called in again D.Eon 1/31/because I hadn’t received
the replacement card in the mailThe rep on the line told me that my balance
was +/-$and that my card was activated on 1/28/14?!?!?!? I told her NO that
was impossible since I didn’t receive my card and that’s why I was calling in
The rep helped me open a fraud claimShe also advised me that I should make
the police report and I told her I would since this was now the second time my
account has been hackedDuring this conversation I told the rep that I had to
see a statement I requested statement from 10/to presentShe said she would
send those along with a questionnaire that I needed to return
During this same call I told the rep that the transactions
from 1/28-31/are all fraudulentI told her that I didn’t know one
transaction prior to this date however if it was little League than that is my
transaction I was very confused and
overwhelmed that this money has gone missing so I couldn’t remember thatThe
agent said it would be fine she said she would help as best she could but since
its fraud it would be resolved
I got that questionnaire in February +/-6th,
filled it out and sent it off
Two weeks later nothing
I got worried and I called in to see what was going on
Still nothing
About the third attempt a rep told me that they hadn’t
received my questionnaire and that in order to get a new one sent to me I had
to write a request
I did this on 3/10/I sent this letter
A week or so later I got the questionnaire and mailed it
back in again
I missed a call from D.Eon 3/17/because I was in fact
in the bathroomI tried my best to make that call but I missed itWhen I
called the agent back if in fact it was you, I told you that I had just missed
a call and I was returning the callThe agent said “oh yeah you were in the
bathroom right? I just called you and left a message with *** your cousin he
told me you went to the bathroom so you had to call me back!” to which I was
shocked and surprised and told her no I returned your call because I was in the
bathroom when you called I missed your call.
I immediately told her no I didn’t receive a message from anyone I was
just returning the call because I missed a callI told the agent that am a
victim of identity theft and that she shouldn’t be talking to anybody other
than me at my number and that she had compromised my account by speaking to
“***”I told her that I was at home
in my pj’s and that these people kept trying to access my account and that they
had already stole my account and that she shouldn’t be talking to anyone other
than meThe agent on the line proceeds to say that she called *** *** number
because it was the number on fileShe also said that she had called two
numbers and that she talked to “***” at *** *** and the other number *** ***- just rang and didn’t
have a vm set up yetI again explained to the rep that I was dealing with
identity theft and that I was unaware of “***’s” existence nor was I aware
that they had another number that was not mine on fileI told her that there
was absolutely no reason to be talking to anyone that is not me not even to
leave a messageI told her that I was angry that these criminals had gotten
that far into my account to change my personal informationI explained that I
was in the bathroom but I was at my house alone and that I did not use anyone
else’s cellphone to call her backThe agent said ok I understand I called
*** only because it was the previous number on file and that she was
sorry I was going through thisShe proceeds to explain that she was missing
the police report and needed that in order to get my money backI told her ok
and she gave me her fax *** *** number to send the police report and a
direct line telephone number that no one answers when I call nowI called this
agent back on my cell phone number that is the only number I have on file with
DE and is the only number they should be communicating withI went to the
police station picked up the police report and sent to her on 3/17/@ 9:
AM
I want to make absolutely clear that I did not participate
in the scenario that the D.ERepresentative is describing happened and why
they choose to deny my claim
I have been trying to speak to someone with D.E and have
gotten no help or resolution
I have sent certified mail (***) to you
stating the same thing over and over again
I do not know what else to do to prove to you that I did not
authorize these transactions especially form 1/28-31/I have nothing to do
with it except that am the victim and they stole my money and D.Eis aiding
them in this crime by not returning my money where it should have always been,
in my account
I have called the fraudulent transaction vendors and
explained to them and they all agree I need to contact D.Eto resolve this
issue
Please resolve this and allow me access to my money
Whatever public record exist regarding me and my involvement
with “***” are not me because I do not have a relative named *** the only
*** I know is a female and she is my cousin and her name is *** and we call her *** for
short but she is not involved in this in an mannerShe is not a MAN
I did not participate in this scenario involving “***” in
any shape, form or mannerThis is complete fraud
I am willing to take it as far as I have to in order to get
my money back
I am willing to persecute any one found guilty of this
crime
I will work with police and provide this information in order to help the investigation
I have called this number to try and figure out if I know
them *** ***This number is no longer in service
I do not know who *** is and I have no relationship with
this man that Direct Express Gave my information to
I have sent certified mail *** that
explains the same thing that I have written here
I sent you my ID
I might have forgotten to sign my 3page letter, But I signed
the affidavit and I filled it out in front of a cop and his handwriting and
contact information is on the affidavitI signed several notes in this packet
I sent all the communications that I have regarding this
matter
I have talked to many of your representatives and none have
the ability to resolve me or answer my questions as to what I do next since
your company is Denying meNo one tell me anything
I have only talked to agent regarding the matter that can
help me and she didn’t help me this is YOU
I have been to the Social Security Administration since this
is my SSA benefits (+/-4/11/14) and they
are aware of the situation and they told me they had many of the same complains
regarding D.Eand that in fact they had received a MEMO saying DE had to fire
corrupt employees. My problems with DE
started October 13, You guys resolved me within a month that amount was
$391.71. Now that am missing $7,
you don’t want to resolve meI find this disturbing
It’s been over months and I have yet to get my money back
There is a transaction that I’m not sure if I madeIf it’s
for Little League I made it is for $this is on my statement on 1/15/14. This is the one that I was confused about
when I called in on the 31st of January to question the where about
of my replacement cardThis confused me as when the fraud began and that’s why
I requested the statements and the agent knew that I wasn’t sure of the exact
amount but diffidently anything made on 1/28-30/is fraud
All transactions made on January 28th, 29th,30th,and
31st, are fraudulent
The scenario this Rep refers to never happened as it is
written here
I got a Boost Mobile Welcome Letter and I thought that this
was the same number you were referring to how ever it is not it is a different
number that they opened fraudulently on my account on 1/29/I also forwarded
this communication to you in the registered packetClearly my name is spelled
wrong and so is my mailing addressLike I said I thought that was the same
number that DE rep spoke to “***” atHowever it is not I called both numbers
the boost mobile *** *** this is a VM box every time I call no one
answers and *** *** is no longer
in service
I am not affiliated with identity theft criminals in any way
shape or form
I don’t have a male cousin names “***”
I did not let anyone borrow my cellphone for the day
I did not use anyone else’s phone to contact Direct Express
I dint not provide my information to anyone
I did not give permission to anyone to use my account
I would like a refund of all fraudulent activity that affected
my account with Direct Express due to identity theft
Regards,
Ms*** ***
Regards,
*** ***

RevDex.com, Direct Express is a program of the U.STreasury, Bureau of the Fiscal Service
and therefore is outside the mission of the Revdex.comCardholder satisfaction is important to us as evidenced by the program’s 94%
cardholder satisfaction
ratingThe cardholder may contact Direct Express
directly by calling *** and they will be happy to work with them to
resolve their issue.Please
note that I have forwarded Alice Nicodemus' complaint
to Management at Direct Express to review and reach out to the cardholder to
assist in resolving their issuesSincerely, *** *** *** Vice President Comerica Incorporated Corporate Quality Process Department

Complaint: ***
I am rejecting this response because:I have a bill that shows it came off and they refuse to look at it
Regards,
*** ***

Revdex.com, Direct Express is a program of the U.STreasury, Bureau of the Fiscal Service and therefore is outside the mission of the RevDex.comCardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction ratingThe cardholder may contact Direct Express directly by calling 888-741-and they will be happy to work with them to resolve their issuePlease note that I have forwarded Mr***'s complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issuesSincerely, *** *** *** Vice President Comerica Incorporated Corporate Quality Process Department

The above referenced complaint was recently closed as UNRESOLVED. Please update the complaint as RESOLVED. Below is an update I received from Direct Express Management concerning Mr*** complaint:On November1, the Direct Express cardholder advocacy group (CAG) issued a refund for the expedited fee to Mr*** account in the amount of $as a courtesy. CAG contacted Mr*** to address his concernsCAG informed Mr*** that the expedite fee of $had been credited to his accountCAG asked Mr*** about the missing money as he stated on his complaint; Mr*** stated that he received the money back and was not worried about that issue any longerMr*** just wanted to get the $he was charged to have the card expedited. In summary, Mr*** concerns have been addressed.Sincerely,*** *** ***Vice PresidentCorporate Quality Process***.***.***

Complaint:***
I am rejecting this response because: While the response is acceptable for now, I do not want to close this communication. I also have not heard from Detective *** since my last conversation with Mrs***-*** mid April. My last conversation with Detective *** on the same day as with Mrs***-*** was to inform me that she had spoken with someone at Direct Express and was subpoenaing them for copies of their investigation because Direct Express's investigation was in conflict with her physical investigation, just as per Direct Express, the statement I made was in conflict with their investigation. I refrain from contacting Mrs***-Reeves and Detective *** so much because I know I'm not the only victim these entities have to deal with. My case is important to me and I DO WANT MY MONEY REFUNDED, but here in *** ** where I live are major criminal acts such as murder, missing people, robberies, etc., and fraud may be on the back burner of Detective*** case load. And I sure, as mediator between the consumer and Direct Express (and possibly other companies), Mrs***-*** cannot devote all of her time to my case. I am truly a victim of fraud. This happened in January and it is now the end of May. If my life or my livelihood depended on this money, I would be dead! I declare and declare again and again, I HAVE NEVER GIVEN ANYONE THIS PIN NUMBER AND NO ONE HAS EVER HAD POSSESSION OF MY CARD.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The phone number *** is the only phone number available and I have called in excess of times trying to resolve this problemI have been denied access to the fraud department and even been told by supervisors at that number that the fraud department is not set up to receive phone callsPlease note that during the time of my incarceration I was unable to contact DE as they do not have any live operators to accept collect phone callsIt is a toll free phone number, however when incarcerated ALL phone calls must be accepted by the recipient of the call before it can be connected with the inmate placing the callI have supplied DE with proof of my incarcerationI see that DE claims to have a percent satisfaction rate, but wonder if that's so, why do they have an F rating with Revdex.com? With this being a federal account, holding Social Security benefits, I certainly ought to have some recourse besides a single toll free numberI thought my account was guaranteed or insured because I got it through the Social Security AdministrationThank-you for your swift action in contacting ComericaI went to two branches of Comerica here in Santa Cruz, per instructions given me by the police officer who took my reportI was told by both that they have nothing to do with DE, but apparently they do
Regards,
*** ***