U S Direct Express

Complaint: ***
I am rejecting this response because:I have called the 1-number and the customer service representatives say that they can't help meNo one from management has contacted me at allAnd meanwhile I am out over $1,of my disability money!!! There was fraud on my card and this should of been resolved alreadyI should not be held liable for this fraud that has accured! It has been since Oct12, and I have not received my money backBecause I am disabled I rely on this income to live day to day lifeAnd I shouldn't have to wait any longer to receive my money back on my accountThis needs to be resolved now! I need my money back now! Someone from the company needs to resolve this immediatley
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 95% 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 this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issuesSincerely, *** *** *** Vice President *** Incorporated Corporate Quality Process Department

Revdex.com,I have forwarded *** * ***' additional statement to Direct Express management. *** *** will be contacted by Direct Express.Sincerely,*** *** ***Vice PresidentComerica Incorporated

Complaint: ***
I am rejecting this response because: Paperwork was received on 09/20/and mailed to Direct Express on 09/22/14.I have receive no voice message from anyone at Direct Express at anytime
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 Mr*** 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

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 *** *** 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

Revdex.com,I am in receipt of the complaint submitted to your agency by *** ***. Mr*** is concerned about a dispute he filed on his Direct Express card. I escalated his complaint to management at Direct Express to investigate. Below is a summary of the
investigation:04/03/15: Dispute SR#*** was opened for an alleged ATM misdispense in the amount of $that occurred on 04/03/15. Mr*** states he only received $of the $requested.04/10/15: A chargeback was processed and provisional credit. A credit in the amount of $was applied to the account. Letter sent to Mr***.04/17/15: Merchant represented; and on 04/21/the provisional credit issued on 04/10/in the amount of $was reversed. Letter was sent to Mr***.04/22/15: Mr*** called Direct Express and was advised the provisional credit was reversed because the merchant represented.04/28/15: Mr*** called the Direct Express Call Center inquiring why credit was removed; he was informed the merchant represented and advised to work with the merchant to resolve the issue. 04/28/15: Mr*** was sent an April statement for his records. In summary, US Bank indicated that their ATM did not malfunction therefore, Mr***'s Direct Express card was debited the $20 provisional credit.Sincerely,*** *** *** ***Comerica Incorporated***

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** ***. Mr***'s concerns a suspension placed on his Direct Express card
On 4/02/2014: A suspension as well as an alert was placed on Mr***'s account due the
failure to properly verify his account. Mr*** was advised to fax in two valid forms of ID in order to have the suspension lifted
On 04/03/2014: Direct Express received the Fax with valid IDs for Mr***
The suspension and alert should have been removed on 4/3/14. Unfortunately it was not as a result of an error by the customer service representative. Management at Direct Express is reviewing the matter with the appropriate employees
Mr*** does have access to his card and I have verified that he is using the card
Please express my apology to Mr*** and encourage him to contact me directly if he has any questions or further concerns
Sincerely,
*** *** ***
*** ***
*** ***
***

Complaint: ***
I am rejecting this response because:
These are bold faced liesNobody tried to contact me on those daysNobody left a messageI didn't even know they were "supposed" to be callingI did NOT get an email
It is quite obvious their way of contacting people is garbage which is what my complaint is all about
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** ***. Ms***'s concern involves a dispute she filed on her Direct Express card
On 4/03/- Ms***'s filed a dispute with Direct Express for multiple
unauthorized transactions totaling $that occurred on 4/3/
On 4/03/- Direct Express placed an alert on the card
As of 4/10/- Direct Express has not received the dispute paperwork from Mr***. The claim is currently pending, awaiting additional information from Ms***
Please encourage Ms*** to contact me directly if she has any questions or concerns
Sincerely,
*** *** ***
*** ***
*** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI'm very satisfied and appreciative of the help I received from James at Direct Express
Regards,
*** ***

Revdex.com,
I am in receipt of the complaint submitted to your agency by *** ***. Mr*** is concerned with the service received by Direct Express representatives and delivery of his card
On 1/17/2014, a new card was ordered for
Mr. *** and mailed to the address of record. On 1/23/Mr*** contacted Direct Express to advise the card ending in was sent to the wrong address. Mr*** updated his address and phone number and a new card was ordered and mailed via regular mailThe $card replacement fee was waived
On 2/5/2014, Mr*** called and advised he had not received card ending in 6346; a replacement card was ordered and expedited to the him and all fees were waived. Mr*** was not charged any fees to have his card expedited.
I can confirm that Mr*** has received his new card and has been using the card to access his monies
I have been informed by Direct Express management that the Call recordings (conversations with Mr***) are being reviewed and management will address the issues accordingly
Please encourage Mr*** to contact me directly if he has any questions or has further concerns. I would be happy to assist him in anyway I can
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,Susan Rutledge ReevesVice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,I am not certain exactly what *** ***' concerns are - I have requested an update from Direct Express management.Sincerely,*** *** ***
*** *** ***

Revdex.com,Direct Express management has provided the following update concerning the dispute claim for Mr***:09/12/16: Claim was closed denied due to prior authorization given. Mr*** states in dispute paperwork he gave his card to a friend to make a purchase and the disputed transactions occurred at that time; the friend never returned with the card. In summary, Mr*** is responsible for the transactions since he authorized use of his card by a 3rd party. The contact clearly states that if he allows access / use of his card to a 3rd party - he is responsible. I would be happy to speak with Mr*** if he has any questions or further concerns. Sincerely,*** *** ***Vice PresidentComerica Incorporated

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 issuePlease note that I have forwarded *** *** 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

Revdex.com,I have been provided an update from Direct Express management concerning the status of Ms***'s dispute. Below is a summary:On 08/05/14: Dispute SR#*** was opened for multiple alleged mail order/ telephone order for recurring transactions totaling $that occurred. On 09/19/14: Claim was closed; additional information is needed for the investigation to continue. A letter was send to Ms***. On 11/03/14: Dispute paperwork was received from Ms***. On 12/18/14: Claim was closed, refer to merchant for resolution. Since Ms*** has a relationship with the merchant she was encouraged to work with the merchant to resolve her claim. on 02/12/15: Ms*** provided Direct Express dditional information which allowed Direct Express to proceed with a fair hearing review of her dispute.In summary, Ms***'s claim is currently pending completion of the fair hearing review.Please encourage Ms*** to contact me directly if she has any questions or concerns.Sincerely,*** *** *** ***Comerica Incorporated313.***

This is regarding prior complaint ID *** that was closed because I didn't respond immediatelyI have further issues with the responseAfter filing Service Request #*** with the Direct Express Fraud Services Department I received a letter stating "After a thorough investigation of the information you have provided as well as our internal records and your card history, we cannot confirm fraud occurred"It was only after filing a complaint with the Revdex.com did I receive a response from *** *** ***, Vice President, Comerica Incorporated stating "Case review determined that this case is enrollment fraud." I was further told that "Extensive Personal Information is needed to complete an enrollment for Direct Express" and that "The enrollment was approved by the Social Security Administration "I contend that the personal information needed to complete enrollment for a Direct Express Card is not extensive enoughOnce I informed Customer Service that a Direct Express card was obtained in my name fraudulently, Customer Service offered to put further safeguards on the account because it was compromisedIn my opinion the safeguards that were added should exist with the enrollment processHad these safeguards been in place (they are very similar to what the credit bureaus use as safeguards) the card would have been almost impossible to obtain by those that defrauded meI further contend that the US Treasury Department and the Social Security Administration should alter the process by which federal benefits can be directed to a Direct Express CardThe enrollment process for a Direct Express Card should be no different than obtaining a bank account and should not require the approval by the SSAOnce the card is obtained, the cardholder should contact the SSA directly to authorize benefit payment to the card account using the SSA's existing Direct Deposit processThe current process allows Direct Express an unnecessary back door into an individual's SSA records making fraud easier
I request that the Direct Express Fraud Services Department apologize for dismissing my case so easily as "no fraud", especially since later "case review determined that this case is enrollment fraud"I feel like the only reason Direct Express took my case further was because I complained to the Revdex.comI would like some proof that Comerica Incorporated, Direct Express has informed the SSA that I was defraudedI have been dealing with the SSA for two months trying to recovery my January benefit without successI have no idea if the SSA was made officially aware by Direct Express that I was the victim of Direct Express Card enrollment fraudI would like Comerica Bank to work with the US Treasury and the SSA to alter the process by which the Direct Express Card is obtainedNo authorization by the SSA should be necessary to get a Direct Express Card just as no authorization is necessary from the SSA for an individual to open a bank accountOnce a Direct Express Card is obtained the cardholder should use the existing SSA process to update his or her Direct Deposit information authorizing money to go automatically into his or her Direct Express account every month
Regards,
*** ***