U S Direct Express

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, 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 [redacted] 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 have sent in my divorce papers, my new marriage certificate and every other evidence if name change requested from me. I received a call from a [redacted] and he said they still don't see the connection between my previous marriage name and new name. I asked him what should I do because I am at my wit's end. I have no idea what 94% they are referring to. This company has straight "F"s across the board on all social media sites. The two top complaints are fraud with missing money and rude incompetent staff. This will be my 6tj going through this. Time to go on social media and call Help Me Howard to expose this place. At almost 70 years old I should not have to wait over 5 months to receive was is rightfully mine. For a quick laugh can you show me how and where did you get this 94% satisfaction rating when the proof is right here on the Revdex.com.  I told [redacted] the ball is in his court and they do this purposely because it is a government program with zero repercussion.   
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 forwared **. [redacted]'s complaint to Direct Express management forreview and asked that they reach out to her discuss her concerns.Sincerely,[redacted]Vice PresidentComerica IncorporatedCorporate Quality Process Department

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] Sent: Wednesday, August 06, 2014 1:33 PMTo: infoSubject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
 
[redacted]
[redacted]
Direct Express Card# [redacted]
I'm writing to the social security administration in regards to the complaints that I have made concerning my social security benefit thefts that I have submiitted to Direct Express. I don't know exactly what was the purpose of creating this debit card agency Direct Express but in my oppinion they are a waste of time & money. The [redacted] perform light years better than this new program that you have put together. It would be best if you tell people who are getting their benefits too open up a Bank or Credit Union account. It's been over 3 mos. since my benefits were stolen & I have gotten no results. I have given them police reports & whatever they have asked of me to do. A Bank or Credit Unions performance outweighs them ridiculously. So my point to you is this. What is their sole purpose concerning people on fixed incomes who are being robbed for their benefits? It seems like we are complaining to a vacant building with no occupants. I have no information whatsoever concerning my case. You are basicly paying a bunch of people to do what? You are basicly throwing money away because they are not doing whatever they are suppose to do there. I'm at home right now penniless, no clothing or food because my money has not been replaced. I sent the information & filed the complaint & that was it. I'm just here struggling. I'm willing to press charges & anything it takes to recover my stolen benefits. My mama can go to jail if she did it. There is one problem holding up progress. Direct Express. This has got to be the biggest flop since the invention of the carplane. I think it would be easier to have the Banks or Credit Unions handle social security benefits. They have experience, the manpower, speed & the resources. I had someone still some checks. I filled out the paperwork & gave them the information to who I think did it & all of my money was refunded. Of course an investigation was underway too. Fast courteous service. This Direct Express deal has got to be the goodwill thrift store of all financial programs. You need to trash this program & or set up rules for the banks too take regarding our benefits or give us a choice to how we want to be served & given our money. I went to the social security office & they told me that they are not responsible for lost or stolen benefits but we should take our complaints to Direct Express. Direct Express is a major flop & social security or somebody created them. You should be aware of their performance & satisfactory level from the people. You can do much much better than this I am very sure. If any of you have family members recieving benefits then you will here the complaints. Your grandmother can't pay her rent because her benefits are stolen & have nowhere to go. This letter needs to be forwarded to the higher powers of government officials because this is a serious serious issue. This can & should not be ignored. Direct Express is a total flop. Experience & performance outweighs none. 
Regards,
[redacted]

Revdex.com, Below is an update provided by Direct Express concerning the dispute that [redacted] filed. 05/18/17:  Dispute was opened for multiple alleged unauthorized transactions totaling $743.96 occurring 5/1 through 5/15, 2017.  . 06/30/17:  Dispute was Closed additional information needed. 07/12 /17:  Direct Express received information and the claim was reopened; investigation continues.    07/27/2017:  Claim denied for conflicting information.  The conflicting information includes:  *Ms. [redacted] stated the pin was not kept with the card.*Ms. [redacted]’s account does not indicate any invalid pin or pin changes. Therefore, pin was known. *Ms. [redacted] acknowledged on the affidavit the card was in her possession. *Disputed transactions do not follow fraud trends. Account was not immediately drained and occurred over 14 days.*Ms. [redacted]’s account was drained. Over $30.00 remained in the account. *There where balance inquiries on the account during the disputed transactions and the phone number used had been used prior to card being reported missing. *Ms. [redacted] acknowledged her card was stolen from her storage unit but on handwritten paperwork she states the card was not lost or stolen but that Mclean County jail had access to her belongings. Ms. [redacted] informed the Direct Express Fraud Investigator her card was in her wallet in her sister’s purse at her sister’s house. *There were no additional attempts to use the card after it was closed.  Ms. [redacted]’s claim was reviewed and the decision to deny the claim is unchanged. Sincerely,[redacted]Vice PresidentComerica Incorporated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ALMOST satisfactory to me. Until I receive my actual back pay money owed to me I will not be thoroughly appeased. It should not have taken 6 months and endless faxes and endless paper trails to get this. I had to take to social media (Facebook, Twitter, Instagram, Reddit etc) just to get any attention. I do not understand how the government subcontracts these programs out. Hopefully I get my money soon when I receive the card friday or else I will be back at it. For an almost 70 year old women you guys took away 5 years or my life with all the stress and aggravation you have caused. I feel sorry for all the elderly people who didn't have such a great support system as I did in resolving this matter. But in the end I will give a half hearted thanks to all involved on your end. I will update you when my card arrives. 
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 95% 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, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted].   Mr. [redacted] is concerned about a dispute he filed on his Direct Express card.   I have escalated his complaint to management at Direct Express for investigation.  ...

Mr. [redacted] will be notifed by Direct Express once the review is completed.Please encourage Mr. [redacted] to contact me if he has any questions.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Revdex.com,I have been updated by Direct Express management concerning the dispute filed by [redacted].  Below is a summary:04/16/15: Dispute SR#[redacted] was opened for two POS transactions from [redacted] totaling $379.98 ($163.99 & $215.99) that occurred on 4/7/15 and 4/14/15.  Ms. [redacted] states merchandise was not received.  04/28/15: Dispute paperwork was received. 04/30/15: Claim was closed denied, additional information is needed.  Ms.[redacted] did not provide a description of the goods/services and a delivery date of the expected goods/services..  Letter was sent to Ms. [redacted].05/20/15: Direct Express left Ms. [redacted] a voicemail message to advise her what additional information is needed for a charge back to be processed. 5/26/15: Direct Express spoke with Ms. [redacted] and explained what was needed for her dispute to be re-opened.Please encourage Ms. [redacted] to contact me if she has additional questions or concerns.Sincerely,[redacted]Comerica Incorporated[redacted]

Revdex.com,I forwarded Ms. [redacted] additional information to Direct Express Management to review and reach out to Ms. [redacted] to further discuss her concerns.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 95% cardholder satisfaction rating. The...

cardholder may contact Direct Express directly by calling [redacted]-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, [redacted] Vice President Comerica Incorporated Corporate Quality Process Department

Revdex.com,
I am in receipt of the complaint submitted to your agency by [redacted].  Ms. [redacted] is concerned about her Direct Express card.
Ms. [redacted] was recently re-enrolled to receive benefits through Direct Express.  A new card was not mailed...

out to her because the old card was still active; unfortunately, Ms. [redacted] had already discarded the card.
On 03/**/14 Direct Express contacted Ms. [redacted], she stated she needs a Direct Express card in order to access the funds when her funds are deposited on the card. A new card was expedited to Ms. [redacted], per her request, (the fee was waived as a courtesy). Ms. [redacted] should have her card now.
During the Direct Express manager's conversation with Ms. [redacted], she stated her issue is now resolved.
Please encourage Ms. [redacted] to contact me directly if she has any questions or further concerns.
Sincerely,
[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 for review.  She will be...

contacted by Direct Express with the outcome.Please encourage Ms. [redacted] to contact me directly if she has any questions.Sincerely,[redacted]Comerica Incorporated[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. Please note that I have forwarded [redacted]'s complaint to Management at Direct Express to review and reach out to [redacted] to assist in resolving their issues.Sincerely,[redacted]Comerica IncorporatedCorporate Quality Process Department

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted].  Mr. [redacted] is concerned about a dispute he filed on his Direct Express card.  I have escalated his complaint to management at Driect Express to review.  Mr....

[redacted] will be notified by Direct Express when the investigation is completed.Please encourage Mr. [redacted] to contact me directly if he has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

It is obvious that this company exists solely to benefit financially from its administration of Social Security funds. Customer service is practically non-existent. I recently moved to a new address, and the first thing I did was change my address on the Direct Express website. When my debit card was nearing its expiration date, I expected a new card, but it never came. When I called D.E., they had no record of my address change. When I finally received the new card, I had problems with activating it. I called customer service to find out if I could do it by phone or online, like any other card, but was informed that the automated system is the only way. When my latest Social Security payment became available, I tried to log on to my account to transfer funds, but the website kept giving error messages, and I had to go to a bank to get a cash advance, then go to another bank to deposit the funds. Logging on to the website is almost always time consuming because it takes forever to go through the login process. The Social Security administration needs to crack down on this company for the crappy "services" they provide. Retirees can't afford to have their money held hostage by unscrupulous outfits like Comerica Bank.

Revdex.com,
I am in receipt of the complaint that was submitted to your agency by [redacted].  [redacted]'s concern involves a Direct Express dispute opened on January 2, 2014 for $719.85.  Direct Express received the dispute paperwork on January 14,...

2014.  The claim was denied on January 16, 2014 for conflicting information disclosed on the dispute paperwork and that fraud could not be confirmed. 
Direct Express has suggested that [redacted] contact local law enforcement or contact the merchant directly to attempt to resolve this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  It does not address or resolve the issue, which is not the CARD...which has already been cancelled...but my right to close the ACCOUNT itself.  (As it is, I have Social Security telling me only Direct Express can close my account and there's nothing at all they can do...and I have Direct Express telling me they can only cancel the card but that only Social Security can close the actual account and there's nothing they can do.)  It is an account solely in my name, with no remaining money in it, which is held with Direct Express.  Direct Express should close it per my request.  Until I receive confirmation that my account has been closed, this complaint has not been resolved. 
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 forwarded her complaint to management at Direct Express for investigation.  Ms....

[redacted] will be notified by Direct Express with the outcome of the investigation upon completion.Please encourage Ms. [redacted] to contact me if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]