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 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]
[redacted]
[redacted]
[redacted]

Revdex.com:Ok I guess I will be more patient and I hope the first one is addressed.
Regards, [redacted]

Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  Mr. [redacted] concern involves his Direct Express Card. 
Direct Express suspended access to his card due to call on 03/18/14.  A person  (appears to be a woman) called the Direct Express Call Center not knowing the account information and not passing the verification process. The caller was informed to fax two forms of identification to have the suspension lifted. 
On 04/04/2014 Mr. [redacted] provided two valid forms of identification and the suspension was removed. Mr. [redacted] was informed why his card was suspended; he stated he does not know this person; therefore, an alert was placed on the account.
Please encourage Mr. [redacted] to contact me directly if he has any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[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]

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

Most Recent Message
Date Sent: 5/31/2015 7:50:13 PMRevdex.com,Please note that this complaint is a duplicate filed by Mr. [redacted].  Additionally, Direct Express spoke with Mr. [redacted] on 5/26/15 and advised him he could fax the dispute paperwork to Direct Express.  Mr. [redacted] was also provided contact information in the event he requires additional assistance.Sincerely,[redacted]Comerica Incorporated[redacted]

Revdex.com,
I have been informed by Direct Express management of the following concerning the cardholder's dispute:
06/28/16 - Dispute closed denied for prior authorization given based on the information provided by cardholder. It was determined that she relinquished control of card to a 3rd party.  She gave her husband her card and allowed him to use the card.  Letter mailed to her explaining dispute denial.
 
07/06/16 – The Direct Express customer advocacy group spoke with cardholder and explained the outcome of her case and offered to send her a copy of the investigation documents that were used to decision the dispute, however she declined the offer.
 
 
I understand that the cardholder does not agree with the decision but the Direct Express Terms of Use is very clearly stated:         
 
"You agree not to give or otherwise make your Card or PIN available to others. If you do, you will be responsible for any Transactions they conduct, even if they exceed your authorization. For security reasons you agree not to write your PIN on your Card or keep it in the same place as your Card."
Respectfully, Comerica believes Direct Express handled this dispute properly and requests you close this complaint as having merit.
Sincerely,
[redacted]
Vice President
Comerica Incorporated

Complaint: [redacted]
I am rejecting this response because: I was clear with the representative about my objection to the time frame.  She stated that unfortunately there was nothing she could do about it.  I informed her as to when I received the paperwork and why it wasn't mailed sooner to give me an opportunity to return it in time to receive the provisional credit.  She was not able to answer that question and stated that she was not able to help me with that matter.  That I would just have to wait.  I believe that Direct Express is just picking and choosing what part of my complaint to address with no real resolutions. 
Regards,
[redacted]

Revdex.com,
I have received the complaint submitted to your agency by [redacted].  Ms. [redacted] is concerned about a dispute on her Direct Express card.  I have escalated her complaint to management at Direct Express for investigation.
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Ms. [redacted] will be notified by Direct Express of the outcome of the investigation.
Sincerely,
[redacted]
Comerica Incorporated
[redacted]

Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  Ms. [redacted]'s concern involves a dispute she filed with Direct Express. 
On January 3, 2014, Ms. [redacted] opened a dispute for mutlitple unauthorized ATM...

withdrawals totalling $766 that occurred on January 3, 2014.  The claim was denied on January 17, 2014.  Direct Express has indicated that they found a conflict in the information provided by Ms. [redacted] and the results of their investigation.  Direct Express can not confirm that fraud occurred.  A letter was sent to Ms. [redacted] on January 17, 2014 notifying her of the denial.  Additionally, Direct Express has suggested that if Ms. [redacted] would like to continue the pursuit of this claim they recommend she report the incident to local law enforcement or resolve by contacting the merchant directly.
Ms. [redacted] may contact Direct Express at [redacted] if she has any questions concerning the outcome of the investigation.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com,I have been notified by Direct Express that Ms. [redacted]'s Direct Express card has been closed.Please encourage Ms. [redacted] to contact Direct Express at [redacted] if she has additional questions.Sincerely,[redacted]Comerica Incorporated[redacted]

So, here is another bad review on this joke of a "bank". As of Aug 3 the day my dad's deposit from SS was deposited it is suddenly missing all $1600 of it on the same day! They say someone "stole" this money. It is like getting into Fort Knox to get through to these RUDE people, having to ask security questions, will only speak to my dad even though I am a POA. My dad has dementia and can't remember some of the questions so I am there to help him, they will not allow me to help him. Needless to say my dad has missing money as do A LOT of the other reviews. They sent him a new card and the deposit isn't on that card either so that is when we called again to ask where the "missing" money is, again they don't have an answer. They are suppose to mail us Fraudulent paperwork for him to fill out to get his money returned, God knows how long this process is going to take as he has Skilled Nursing facility fees and other bills to pay. Why does this "bank" keep losing peoples money? This place needs to be closed down!!!! It's hard enough to get through and speak to someone, but yet it's easy for the money to become missing. I don't get it. I would like to file a claim against them and see something done for my dad and everyone else complaining on this. What can be done??????? This is place is fraudulent themselves!

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].  Ms. [redacted] is concerned about a dispute she filed on her Direct Express card.  I have escalated her complaint to management at Direct Express to review and contact Ms. [redacted] to review her...

concerns.I have been provided the following update by Direct Express management:On 05/02/15:  Dispute SR#[redacted] was opened for two unauthorized ATM transactions totaling $706.00 that occurred on 05/02/15.  The transactions occurred inNew York; Ms. [redacted] lives in Missouri.  No dispute paperwork has been received.  Claim is currently pending waiting on dispute paperwork.On 5/15/15: Direct Express has indicated that this appears to be enrollment fraud.  Direct Express has attempted to contact the Ms. [redacted] to determine if she should be referred to Paying Agency (claim of non-receipt/critical payment) since she claims she didn’t sign up for Direct Express and does not want a new card going forward.  I have not been provided an update on whether Direct Express was able to speak with Ms. [redacted].Please encourage Ms. [redacted] to contact me directly if she has any questions.Sincerely,[redacted]Comerica Incorporated[redacted]

Revdex.com,
It is my understanding that Ms. [redacted] has been in contact with Direct Express management who is assisting in resolving her issue.
Additionally, I have left Ms. [redacted] a voice message to contact me if she needs further assistance.
Sincerely,
[redacted]
Vice President
Comerica Incorporated
313.222.9302

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

Complaint: [redacted]
I am rejecting this response because per a letter from US Direct Express the matter is still under investigation and I am still liable for the fraudulent activities in my account. Do not feel comfortable with situation as is and until the matter is resolved fully and I feel they have made an extensive investigation and have exhausted all means of finding the criminal (s) and prosecuted them. Awaiting letter stating the matter is fully resolved, criminal prosecuted. I am not the criminal so please do what you are suppose to do to clear this matter up in a ttimely manner.
Regards,
[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 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 888-741-1115 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 ReevesVice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,
I have forwarded [redacted]'s additional comments to management at Direct Express to address.  I have also asked for an udpate on how the issues were resolved.
Please encourage [redacted] to contact me directly if she has any questions.
Sincerely,
[redacted]
[redacted]
Comerica Incorporated
[redacted]