U S Direct Express

Revdex.com,
I am in receipt of the complaint that was submitted to your agency by [redacted].  Mr. [redacted]'s concern involves his Direct Express card.  Specifically the balance and activity on his card.  I have escalated his complaint to...

management at Direct Express to contact Mr. [redacted].
I will provide an update when received.  Additionally, I left Mr. [redacted] a voice message today to contact me so I can be assured he has been contacted.
Sincerely,
[redacted]

Revdex.com,Mr. Kwan would like to speak with him a senior investigator again about the denial on his dispute.  Sincerely,[redacted]Vice PresidentComerica Incorporated

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted].  Unfortunately, there is no attachment to her complaint as listed.  Could you please request more information from her and I will be happy to assist.Sincerely,[redacted]Vice...

PresidentComerica Incorporated

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] [redacted].  Mr. [redacted] is concerned about fees he was assessed for a replacement Direct Express card.  I escalated his complaint to Direct Express management for...

review.I have been informed by Direct Express that on 03/30/15 a reimbursement in the amount of $17.50 was credited to Mr. [redacted] card.Sincerely,[redacted] [redacted]
[redacted]Comerica Incorporated313.[redacted]

Complaint: [redacted]
 
I am rejecting this response because:They have not done anything. I have gotten no response from them regarding this matter

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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Even though Direct Express has notified the Social Security Administration of the fraud associated with my social security benefit payment and I have contacted the Social Security Administration repeatedly regarding the fraud, I have yet to recovery the payment that was taken from me as a result of the fraudulent activity. I have also asked the [redacted] police department to contact Direct Express (via Comerica Bank) at the number given to request further information about the fraudulent activity which they are investigating at my request. Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:I called the customer service number listed five separate times over a period of 30 days. Of those five, I spoke with a woman twice who said that their "Systems" were down for upgrading and that there was nothing anyone could do to help me. These two calls were roughly a week and a half apart which makes it sound like a bunch of BS. The last three times I called, they dealt with the situation by simply ignoring the calls and never picking up.
Regards,
[redacted]

Revdex.com,Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Serviceand 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 Expressdirectly by calling [redacted] and they will be happy to work with them toresolve their issue.I have escalated [redacted]s' complaint to management at Direct Expressto review and requested that they reach out to her.Sincerely,[redacted]Vice PresidentComerica IncorporatedCorporate Quality Process Department

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 Better...

Business Bureau. 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.  It appears Mr. [redacted] lives in [redacted] - so he may also call Direct Express' International Telephone number at [redacted] (Collect).
 
 
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:
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 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 have been informed by management at Direct Express that Ms. [redacted] claim was denied on 10/01/14 since Direct Express was unable to determine that an error occurred.
A letter was sent to Ms. [redacted]. Based upon the information Ms. [redacted] provided with her dispute, Direct Express was unable to process a chargeback on her behalf. Direct Express indicates they need some type of receipt or agreement contract that Ms. [redacted] has that shows she was charged an incorrect amount.  
Additionally, I left Ms. [redacted] a voice message to contact me.  I will be happy to speak with her and assist her in getting the information to Direct Express to continue her dispute.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
[redacted]

Complaint: [redacted]
I am rejecting this response because: The following information is in response to the 9/28/2017, letter that was sent to Revdex.com, by S[redacted], Vice President, Comerica Incorporated.  Ms[redacted] states that she reviewed my direct express account, “as a courtesy”, but did not find any indication of any payments made to a mortgage company.  For some reason, Ms[redacted] appears to have missed a few items (payments/cash withdrawal), listed specifically in the “direct express transaction history”, information, that direct express provided in one of their responses to Revdex.com.  This information is to support my explanation and reason for the monthly “Balance Inquiries”, that Ms[redacted] has used to deny  or justify why Direct Express has refused to refund my account for the unauthorized transactions/payments that were disputed.In all honesty, I would not argue Ms[redacted] reason for denying a refund if the account history showed that I reviewed the monthly “transaction history”, rather than the simple “balance inquiries”, that she has used to deny my refund.  Clearly, Ms[redacted] appears to know everything about every transaction on my direct express account, she has direct access to that information.  On the other hand, I am having defend and explain myself for the “Balance Inquiries”, that I have never denied making in the first place.Yes I have called the number listed on the back of my my direct express debit card, which is specific to obtaining the “Balance”, and the Balance only.  If I was calling monthly to get the “transaction history”, then of course Ms[redacted] can argue that I would have known about the monthly unauthorized transactions that were being withdrawn from my account.  A “Balance inquiry”, is not a justifiable reason to deny me a refund for months of “unauthorized transactions”, that I had no knowledge of.When I first became aware that there may be unauthorized transactions coming out of my account, I contacted Direct Express immediately. Each “unauthorized transaction”, for a period of about 5 months, that was listed in the initial complaint/dispute, which was filed on or about July 31, 2017, was information that “Direct Express PROVIDED TO ME”.  As a cardholder, I DO NOT have the ability to access transactions that go that far back.  So, because I did not provide my debit card information to either of these merchants, nor did I authorize these merchants to withdrawn over $1100 from my account.Each month, my mortgage payment is due on or before the 13th of each month.  For instance, on 5/13/17, a cash withdrawal for $500, was taken out by [redacted] Area Credit Union.  I then used this amount with the remaining amount being withdrawn from my Savings account, to purchase a cashiers check or money order, for the $1021.00, I pay to Security Escrow, for my home.  There are no recent cash withdrawals like the one in May, because I am behind I have not been able to make up the amount Direct Express has refused to refund me, so I am seriously delinquent on my mortgage payment.  In fact, my mortgage payment is due by 10/13/2017, and I have only $200 of the $1021.00 I am required to pay. As I have stated before, I was left “permanently disabled”, following a tragic motor vehicle accident on 1/23/13.  My ONLY INCOME IS THE $856, I get for my monthly disability benefit!In addition, the transaction history I was provided, lists the following: on 7/7/17; 4/7/2017; 1/3/2017, are all transactions for $86.88, paid to Petroglyphs Management Association Inc., housing dues for my home.  Having to defend myself and pleading with Direct Express to refund money that they assured me would be refunded to me for the unauthorized transactions that were being withdrawn without my knowledge.  I followed the rules by reporting the suspicious activity to direct express, the moment I was made aware of it.  I have cooperated and provided numerous information and documentation to support my dispute and complaint, including details regarding the confirmed “identity theft”, issues that I have also been dealing with for 3 to 4 years now.  Not one piece of paper showing or documenting my signature indicating that I knew about or gave my these merchants permission to withdraw money from my account does not exist, because I never gave them my permission to withdraw any amount of money whatsoever.I’ve included copies of the receipt of the $500 withdrawal on 5/13/27, money order receipts for $500, each, which were paid to security escrow on 7/12/17 and 8/13/17.  I have not been able to pay my September mortgage or my October mortgage payment, because of this. (FYI: Transactions made payable to “Speegle Sport and Spine”, are payments made to one of the spine specialists treating me for multiple fractures to my head, neck and spine.  Compliments I was left with by a negligent “red light runner”). Any further information you need, please let me know.Thank you, [redacted]

Complaint: [redacted]
 
I am rejecting this response because:They are continually rude and will not refund my money in a timely manner. The money is for my SSI/disability, however, my husbands name is on the card and sometimes they will not speak to me regarding my own money which has made this very hard.They won't speak to me, hang up on me, yet a woman stole 1500$ from my account without the card leaving my house. They have horrible reviews, I'm not sure where they get that  "95%" rating, but I cannot wait to have this resolved and have my funds placed elsewhere. As of now, I contestantly check my balance (although I signed up for alerts) just to make sure nothing has been stolen. 
Regards,
[redacted]

Revdex.com,I have been advised by Direct Express management that Ms. [redacted]'s concerns with receiving Direct Express paper statements and fees for the statements are being actively addressed.  Below is a summary of the action steps taken by Direct Express management.02/13: Research shows that Ms. [redacted] did not sign up to receive monthly paper statement; therefore, a refund was requested to be credited to Ms. [redacted]'s card.  Unfortunately it ed.  It appears to be a system issue that the statements have not stopped.02/13, 17 & 18::  Direct Express management made multiple unsuccessful attempts to reach Ms. [redacted]; however, with every call they left a voicemail message requesting she return their call.02/18/15: A letter was also sent to the Ms. [redacted] requesting she contact the Direct Express  Customer Advocacy Group for assistance.                                  �...⇄ Direct Express received the follow-up email by Ms. [redacted] advising that her issue is still not resolved.  Direct Express is currently investigating the issue and working on a resolution.Please encourage Ms. [redacted] to contact me directly if she has any questions or concerns.  And her card will be reimbursed for all statement fees.Sincerely,[redacted]Comerica Incorporated313[redacted]

Direct Express' customer service and support is Non-existing. 1-866-1115. Trying every option is a failure. Most options disconnect you, and the other options tell you after pushed"Invalid number", then disconnects. If you call enrollment number, they tell you they are separate and can't help you. Call the hearing impairment number, it says invalid number and rants out code, then disconnects. Does NOT notify card holders of problems with system and you can't use YOUR money anywhere! They can't give estimates or notices when system is down, you just have to keep trying to use it somewhere and hope the system is back up. They advertise Dependability and Reliable.. Straight LIES!!!!! Would NOT recommend!!!!!!????

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, [redacted]
 Vice President Comerica Incorporated Corporate Quality Process Department

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.  It appears Mr. [redacted] lives in [redacted] - so he may also call Direct Express' International Telephone number at [redacted] (Collect).  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

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]