U S Direct Express

Revdex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction rating. The...

cardholder may contact Direct Express directly by calling 888-741-1115 and they will be happy to work with them to resolve their issue. Please note that I have forwarded [redacted]'s complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issues. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,
I am in receipt submitted to your agency by [redacted].  Ms. [redacted]' concern involves a fee she was assessed for an expedited Direct Express card.
Ms. [redacted] called the Direct Express Call Center three times on 5/6/2014:
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08:08 a.m, - Ms. [redacted] asked about a transaction that was charged to her account on 05/05/14 for $10.94 that she wanted to dispute. She was transferred to another agent to file a dispute.
08:11 a.m. - Ms. [redacted] called back regarding the unauthorized transaction.  She was informed she would have to close her card because of potential fraud on the account.  She wanted to speak to a supervisor and then disconnected the call prior to a supervisor picking up the call.
08:22 a.m, -  She called back inquiring why her card was cancelled and wanted the card reactivated. Ms. [redacted] was advised the card was cancelled due to fraud and once a card is cancelled it cannot be reactivated. Ms. [redacted] disconnected the call.
08:31a.m. - She called back again requesting to speak to supervisor. She was informed a replacement card could be expedited to her and she would receive the card in two business days and the $4.00 card replacement fee would be waived, however, she would have to be charged the $13.50 expedite fee.   Ms. [redacted] requested to have the card expedited.
After reviewing the Call Center calls, the decision was made not to reimburse Ms. [redacted] for the expedited fee because the card was expedited per her request.
Please encourage Ms. [redacted] to contact me directly if she has any further questions or concerns.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
[redacted]

Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  [redacted] is concerned about a dispute she filed on her Direct Express card for unauthorized transactions.  I have escalated the matter to management at Direct Express...

who will review the dispute and contact [redacted] with the outcome of the investigation.
Please encourage [redacted] to contact me directly if she has any questions.
Sincerely,
[redacted]
Comerica Incorporated
[redacted]

Us direct express gave me no explanation a freaking letter saying nothing happened...bs....I sent a copy of the email and sent on all paperwork withink the ten days..why does this company keep doing this...something seriously needs to be done ..they have not even  tried to look I to this matter,,,,I'm very upset with this cpany.

RevDex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service
and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 94%
cardholder satisfaction...

rating. The 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 Mr. Granlund's  complaint
to Management at Direct Express to review and reach out to the cardholder to
assist in resolving their issues. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Complaint: [redacted]
I am rejecting this response because:I was supposed to get a new card with the amount that was wrongly charged to my account. That was almost a month ago and no card ,no refund , just more statements taking the fee from the amount. How hard can this possibly be to fix?????? You should be embarrassed by this whole incidence of incompetence.
Regards,[redacted]

Revdex.com,
In response to Mr. [redacted]'s response to his denial.  Management at Direct Express has provided the following information:
On January 26, 2016 Mr. [redacted]’s claim was reviewed again and a Fair Hearing was conducted.   After this review, the claim remains denied due conflicting information.   Mr. [redacted] was sent a letter explaining his claim was denied and again reviewing the reasons.  Below is a summary of the conflicting information:
*The original investigation determined that Mr.  Johnson’s telephone number was used 23 seconds prior to the disputed ATM withdrawals.
*There were no invalid PIN attempts or PIN changes prior to the disputed ATM withdrawals.
*The disputed ATM withdrawals follow Mr. [redacted]’s spending trends.
*The Fair Hearing review supports the original investigation results – the claim was denied.
I can appreciate that Mr. [redacted] disagrees with the results of the investigation, but Direct Express has indicated that they are not able to determine that fraud occurred.
Respectfully, Comerica requests that you close this complaint without merit.
Sincerely,
[redacted]
Vice President
Comerica Incorporated

Revdex.com,
I understand Mr. [redacted]'s frustration.  I want to assure him that management is aware of the issues he encountered and are actively working on correctly them.  Additionally, the customer service issues are being addressed.  The customer service representative is no longer with Direct Express.
Please express my apology to Mr. [redacted] and encourage him to contact if he wants to discuss further.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
Corporate Quality Process Department
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Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  Ms. [redacted] is concerned about a dispute she
filed on her Direct Express card. I have escalated the complaint to management at Direct Express to investigate and contact Ms....

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

Revdex.com,I have requested an update from Direct Express concerning [redacted]'s concerns.  Additionally, it is my understanding that the Cardholder Advocacy Group has reached out to Ms. Burleson.Sincerely,[redacted]Vice PresidentComerica Incorporated

Revdex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 94% cardholder satisfaction rating. The 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 issues. Sincerely, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,Direct Express management has provided the following update:On  9/15/17 – Additional $5.00 was debit adjusted from the merchant representing on August 9, 2017.  The Direct Express cardholder advocacy group (CAG) called and spoke with Ms. [redacted] to address her concerns.  The CAG advised Ms. [redacted] that the representment documentation which the merchant had provided was sufficient to tie her to the transactions. The CAG mailed Ms. [redacted] the representment documentation provided by the merchant per her request. Ms. [redacted] has the CAG’s contact information should she have additional questions. In summary, Ms. [redacted] must work directly with the merchant on any recovery efforts.Sincerely,[redacted]Vice PresidentComerica Incorporated

Complaint: [redacted]
I am rejecting this response because: One of the issues that I stated on my initial complaint was the fact that it took a very long time to be able to speak to a representative.  Instead they should be reaching out to me and trying to ensure that the issues I am encountering with their company is resolved.  By giving me a phone number to call, just means that they just want to seem as they have attempted to resolve an issues when in reality they have not.  At any rate, I now they stated that they have a 94% customer satisfaction rate, but what about the other 6% that seem to have encountered issues with this company.  I am not satisfied with their so call resolution.  I have not received my provisional credit and have been informed that they investigation will not be completed until May 21 and that I might get my money back then if that is what the investigation team decides is appropriate based on their findings.  
Regards,
[redacted]

Better Businessthe business in reference to complaint ID [redacted], and they still haven't refunded my money. If they don't refund the money that was stolen from me , I will not be happy. They have all the information they need to make a decision. I live on a fixed income and I need my money to pay bills that could not pay because my [redacted] card was stolen. Thank you,[redacted]

Revdex.com,Direct Express management has informed me that Mr. [redacted] issue has been resolved.  He was encouraged to visit his local Social Office and he will be issued an immediate reimbursement of his funds.I have left Mr. [redacted] a voice message and email - requesting that he contact me.  I believe he has additionally spoken with Social Security who informed him that he can go into a Social Security office and retrieve his funds.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

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

Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  [redacted]'s concern involves a dispute he filed on his Direct Express Card for $314.85.
I escalated [redacted]'s complaint to management at Direct Express...

for review and to reach out to [redacted].  On September 8, 2014, Direct Express management spoke with [redacted] and his card was credit $314.85.
Please encourage [redacted] to contact me directly if he has any questions or further concerns.  I would be happy to speak with him.
Sincerely,
[redacted]
[redacted]
Comerica Incorporated
[redacted]

Revdex.com, Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Revdex.com. Cardholder satisfaction is important to us as evidenced by the program’s 95% cardholder satisfaction rating. The...

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 issues. Sincerely, Susan Rutledge Reeves Vice President Comerica Incorporated Corporate Quality Process Department

Complaint: [redacted]
I am rejecting this response because:
Thank YouYou have successfully scheduled a Phone appointment. We estimate this appointment will take 1-2 hours.Your appointment will be on Thursday, June 19, 2014, at 10:30 a.m. Central Time.We will call you at the phone number you provided: [redacted]Please make sure you are near this phone 5 minutes before the scheduled time of appointment. If you need to cancel or reschedule your appointment, please have this information with you and call our toll-free number, [redacted] (TTY [redacted]). SSA representatives are available Monday through Friday from 7 a.m. to 7 p.m.Please begin gathering the documents we may need to complete your application. Visit the following pages to help you prepare.For Disability: [redacted]For Retirement or Medicare: [redacted]For Supplemental Security Income: [redacted]Thank YouYou have successfully scheduled a Phone appointment. We estimate this appointment will take 1-2 hours.Your appointment will be on Thursday, June 19, 2014, at 10:30 a.m. Central Time.We will call you at the phone number you provided: [redacted]Please make sure you are near this phone 5 minutes before the scheduled time of appointment. If you need to cancel or reschedule your appointment, please have this information with you and call our toll-free number, [redacted] (TTY [redacted]). SSA representatives are available Monday through Friday from 7 a.m. to 7 p.m.Please begin gathering the documents we may need to complete your application. Visit the following pages to help you prepare.For Disability: [redacted]
For Retirement or Medicare: [redacted]
For Supplemental Security Income: [redacted]
Regards,
[redacted]

Revdex.com,Unfortunately, this complaint does not have the Direct Express Cardholder's name, address, and telephone number.  Therefore, I am unable to escalated to Direct Express to assist the cardholder with their concerns.Sincerely,[redacted]Vice PresidentComerica...

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