U S Direct Express

On Oct 4 my debit card was stolen and I knew the person that stole it he has been with me several times while I have withdrawals money so as soon as I noticed it was missing which was literally 45 minutes after him leaving I called the police immediately to make a police report and I called direct express to notify them that 220.00 was taken off without my permission they canceled my card and sent me a new one because I didn't change the pin number they refused to reimburse me I have tired to appeal it because they say I can't without and new additional information I don't have any new information I sent them a copy of the police report and explained in the fraud department but they are still refusing to help me I made a police report got a warrant on him and he was arrested I'm a single mom fighting for my disability and this is my son's money they were are living off of I just can't believe they are not going to protect federal money Abby better than this. What do I do?

I get my kids ssi on direct express card 1300 dollars was stolen at two different dollar general in Texas I live in Milwaukee never been to Texas sent and paper work and receipt that I was in Milwaukee I used the card in Milwaukee the same day my money was stolen off card all they can tell me is that it's pending that was my rent money I have a five day notice and they don't care I made my complaint on 12-4-17 I need my money

On Oct 4th, someone in Temple, TX spent 554 dollars of my disability check at a Dollar General. My card was in my wallet at the time, in Boise Idaho, in my pocket. After HOURS of trying to get through their HORRIBLE customer service system, I FINALLY got a hold of someone in the fraud department. I waited for my paperwork, filled it out fully and mailed it back in. I continued to call and check on the status of my claim and found out they had received my paper work, 3 days before the 10 day deadline. Two days later, they gave me a provisional credit. I withdrew this and used it to pay my very over-due bills. I figured this would be the end of it. Until Direct Express for reasons NO ONE in seems to be able to come up with, reversed my provisional credit, leaving my account overdrawn by 554 dollars. So... The provisional credit? Yeah, thats not optional. It's required by FEDERAL LAW, if the investigation is going to take longer then 10 days. My dispute is still open and listed as "pending". I have been told it will take them 45-90 days to complete the investigation. I am now looking at another month, of not being able to pay my bills, because U.S direct express reversed my provisional credit, leaving me once again in debt and their so called fraud department apparently is nothing more then a phone answering service, they don't actually have the ability to do ANYTHING. So, I am going to be contacting a lawyer, filing a suit and I am reporting this company for FRAUD. They are breaking the law and apparently, you cannot contact anyone to resolve the issue.

Went to the atm to withdrawn 600 no money came out I thought it shuffle but never money never came out the receipt came out action selected is not avaiable at this time please try again later! The 600 dollars was return from my account call direct express to file complaint they gave some kind of number and said they would mail me something to fill out and return it to them in 10 days which will take about 3 to get here are they going to do anything in the meantime! Help

USDirectexpress is one of the worst companies I have ever had to deal with..., their custom service refused to give me the Presidents name and refused to let me talk to a supervisor after several calls they gave me a supervisor which was not a supervisor, whose grammar was awful and NOT a
supervisor, and hung up. I noticed they have several complaints on Revdex.com which their rating was a "F" ..,,I initially called to give them a courtesy call to let tell them know I would be traveling to another state and gave them the dates, however after giving them all my information prior they wanted to ask me security questions which was odd since I wasn't reporting my card lost or stolen and gave them my other personal Information and if I failed one I had to fax in 2 forms of identification, No problem however they failed to tell me it would take 24-48 hours If I failed a question. Had I known they would deactivate my card I wouldn't have told them I was leaving the state but had issues before with them, I failed because he wasn't specific nor could the guy pronounce the street or city correctly, therefore he flunked me.., no biggie I faxed in my identification, however why the long wait? They are unprofessional and I can see why they would get reported, I've called them several times and they don't answer questions and hang on, I recorded the last conversation and the girl hung up on me, to prove what type of people we are dealing with. I'm on a fixed income and they should of never deactivated the card in the first place let alone put it on hold a extra hold of 24/48hrs. I just got the benefits deposited and was broke with no funds. I'm contacting every state representative I can since we are basically forced to use this debit card. It's been a nightmare and it shoukd be illegal what they do to people that get benefits and are on a fixed income. MasterCard should also be notified and ashamed they are associated with USDirectexpress in any form.,, they are unlike any company I have ever encountered, and should not be in charge or control on anyone's benefits.

Contacted US Direct Express 2 days after my card was stolen and money removed for the amount of $383. Was told up to 90 calender days, so that makes it March when it's on the card again. I called the other day and they told me they are still investigating so when I asked for a provisional credit. I was told that they don't do that until the investigation is complete. They have my number and email and nothing is getting done. I told them I'm about to be homeless and all they could day was "I'm sorry to hear that, have a nice day". Bunch of crooks.

[email protected] if they see this.

I have been receiving my VA compensations abroad for more than 10 years and I haven't had any problems up until this so called "more convenient way to receive federal benefits". It took me two years to get this new Direct Express, I was assured by the Treasury Department that this was the replacement for the paper check and it would work globally. My card was mailed to my current residency, which happens to be abroad and it did work but unfortunately for a short period of time. Then they decided that my GEO location doesn’t match their computer program.

After my debit card had been “temporarily rejected’ by several ATMs at different locations, operated by different banks ( one of those is the one that I have been using for the past 8 years and the same one I withdrew money 4 days before this fiasco started), I called the International Services. I had been calling those services for three consequent days and I had received one and the same answer “Try another ATM, it’s not from this end”. They even went further reciting my balance on the card. Yes, go try another ATM. Maybe this is not such a bad idea for someone who is an exercise geek but I am a stroke victim. Nevertheless, I had tried several machines throughout the city with the hope that those people at the call center know better and I might get lucky (taxi drivers don’t usually take people for a free tour around the city because of their blue eyes, you know) and I had gotten the same notice “Card is temporarily rejected”. I called the services again, and again. “Nothing is wrong with your card, please try later “. On the fifth attempt to find out what exactly was going on with my card and to straighten it came the advice “We cannot do anything, apply for a replacement”. And this replacement will cost me $14. Let’s for a minute assume that I am not the only one experiencing this problem the solution for which is a replacement and multiply the above stated amount by, let’s say, 7 million plus vets and retires who use this “convenient” service. Nice, huh?

There is no direct phone number to complain just a call center. How convenient? This is not service but more confusion. Nobody at that call center was actually willing to explain what the issue with my card was, yet they were quick on sending me to chase the wind and more than happy to announce my card balance. I’m retired, not rded, I can identify digits when I see them, I can check my balance on line, and actually I do this every time before I withdraw money. I don’t need anyone to interpret digits to me, I want somebody to tell me what’s wrong with my card. Since this question failed to get answered I feel obliged to ask the following:

1. Why somebody can’t check my card history if they can check my card balance and figure it out that my usual GEO location hasn’t changed since day one of using this card?

2. I’ll get a replacement but how long will it work, another four months before somebody else comes up with the bright idea that my GEO location doesn’t match the one from before, which has been the one and the same for the past 10 years?

3. Should I inform the bank every time I decide to withdraw money or purchase something on line and how to do it if there is only this insufficient call center provided?

4. Whose vivid imagination created this twisted perception of convenience that causes nothing but aggravation, dissatisfaction and distortion? I waited for my new card for 4 days instead of two as I was told, I got the card and IT DOES NOT WORK. I can't get through their phone. After three hours of trying, after being put on hold, I finally got lucky to speak to a person and she HUNG ON me. After another hour I spoke to a rep named Debbie, who was extremely polite, she referred me to Heather and she told me that the problem was not from them but from MasterCard and it would take either 24 or 48 hours to get resolved. I found MasterCard's customer service phone number, called them and I was shocked when I was referred back to Direct Express. So now, my problem instead of getting resolved it's getting worse.I am a disabled vet, a stroke victim, I'm behind on my bills, I have 4 kids to feed, medication to buy and treatment to follow.

Review: Service Request # [redacted]

On June 4, 2015 I went to withdraw money from an ATM, & the receipt printed that my balance was $0. So I instantly called Direct Express customer service. The first rep told me that there were purchases to various stores ([redacted], [redacted], and [redacted]) in [redacted]. I immediately burst into tears. The rep then transferred me to someone in the dispute department. This rep was very rude, and would not let me talk to a supervisor. True I was overemotional, but he showed no empathy at all. The questions he asked made me feel like he was accusing me of making these purchases. Then he said he would transfer me a “recording” and instead I got hung up on. This money is SSI money. My children (2 sons) have Crohn’s disease and I have lupus. This is all the money that we have to live off of for the month. So this is federal money that was stolen. I do realize fraud occurs, and it can happen to anyone. I always thought though that the card company and the customer work together to resolve the problem. This was not the case with that rep. So I called back, and spoke to someone much nicer and helpful. To find out someone used/ took $365 of your family’s money is devastating. To find out they used to just shop around is even more angering. He put a test / security question on my account, but I hope there’s more that can be done to keep my account safe. I was told that you do have a fraud department, but you're not allowed to speak to them.. I don’t see how this was overlooked. In December around Christmas I purchased most of my gifts from online vendors. My health isn’t the best and I don’t like going to stores/ malls. Someone from your “security” team called to verify that I made a purchase on [redacted]. She said although it was only for $20, it wasn’t something I usually do, plus Christmastime it a big year for fraud. Even with the [redacted] dilemma, you caught it before any money was lost. So I felt safe, I’ve been a customer for years. So when this happened I don’t understand. If you look at patterns I don’t shop at stores/ malls making major purchases (I can’t afford it). I don’t leave the state of [redacted] except to go to [redacted] to see relatives, and I only do that once a year. I never “0” my balance out. I didn’t know that was possible. As I said somethings do happen. For me I can’t think how this happened. Maybe there was a skimmer on an ATM I used, maybe some site I made an online purchase (I just recently bought stuff for Mother’s Day) wasn’t safe, I have been known to have my purse laying around. Maybe you didn’t catch it because the 6/2/15 was the last time I used that card (I have 2), and I believe it was at a KFC. I withdrew money for me to use for the week to budget myself. Maybe if had used the card on 6/2/15, it would have flagged that the card was being used in 2 different states. The only reason I went to the ATM on 6/4/2015 was because to pay a bill. Imagine my shock and disbelief when I learned what happened. So I immediately withdrew all but $7 from my other account because I didn’t trust that that card hadn’t been compromised also. I called on 6/11/15 because I hadn't received anything. I was told I had to wait for the paperwork, and I couldn't email, fax, or mail anything except the paperwork. I didn't receive the paperwork until 6/15/15. I sent it back certified mail with proof that I was in the state of FL the whole week. I sent copies of where I was in the hospital until 5/31/15 and of receipts where I made purchases and used my food stamp card on 6/2/15. I made these purchases at a [redacted] and we all know the security cameras they have to verify if someone was in their store. I had a hard time filing a police report because the city I live in said I had to file the report in the city it happened in (Las Vegas). I was able to file a report online and sent Direct Express a copy also. So I call back today 6/19/2015, and was told I don't qualify for a provisional credit because I din't send anything in within 10 days of my call. How was I to do that? I received the paperwork late, and they said the recording would've told me I could've sent in a letter, but I was disconnected when they transferred me to the recording, and when I called back they said I didn't need to listen to it. So I ask them about the Regulation E and the Mastercard Zero Liability that is on their website and was told they have no idea what I'm talking about. Direct Express doesn't offer those, and I was probably looking at a fraudulent website. (So is that not false advertisement, and the US Dept. of Treasury recommends them). I was also accused of making the purchases myself. So not only am I devastated by my child's SSI benefit being taken, I'm also being accused and made guilty of their mistake for not securing the funds. I don't think they realize or empathize with customers, that these funds are their only means of living (rent, food, utilities, medication, etc.).Desired Settlement: Most of all they need to credit the $365 back to my account. Direct Express needs to honor the Regulation E, educate their customer service department, and have better customer service skills. Most of all they need to credit the $365 back to my account.

Business

Response:

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.Ms. [redacted] may contact Direct Express directly by calling [redacted] and they will be happy to work with her to resolve her issue.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. An agent with Direct Express named [redacted] contacted me, and worked with me to resolve the situation. My dispute was approved, and I received my money back in 3 days. I just wish it didn't take me filing a complaint with the Revdex.com to get a resolution. I truly thank the Revdex.com, without them I don't think this would've been resolved to my satisfaction.

Regards,

Review: I had sent this company a copy of my divorce decree three months ago requesting that they update my name and send me a card with my current name on it. I went to use my current card on September 3rd to pull my social security disability funds in the amount of $789.00 but the card did not work so I called customer service to see what had happened. They told me at that time that they did not know but went ahead and put a block on my card so I couldn't access my money until I submitted by fax a copy of my identity, which I did immediately- That fax cost me $11.00. They said it would be 24-48 hours to process. When I called the following day they said that the fax was too dark and I needed to resend it, I explained that my checks were going to post in my bank account and I needed the funds from this card to cover them- I resent them a new copy and waited to hear from them- I had to call back numerous times with no real answer on what the status was. Its wasn't until Saturday September 6th before they released the block but it was after hours with the bank in which I needed to go in to pull the funds from the card. I had to borrow money with interest in order to cover the money that was going to be charged against my account because of this situation.Desired Settlement: I feel that this company should reimburse me the $11.00 for the fax because I had sent a copy of my divorce decree months prior which they seem to have misplaced or neglected to process

I am requesting that they reimburse the $20.00 that I had to pay in order to loan the $350.00 in order to cover my bank account because of their error

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about her Direct Express card. Specifically, updating her name and receiving the new card.

I have escalated Ms. [redacted]'s complaint to management at Direct Express. She will be contacted by management who will assist in resolving the issues.

Please encourage Ms. [redacted] to contact me directly if she has any questions or additional concerns.

Sincerely

Review: may 18 my wife died. she had just retired ( jan 2014) and had her SS check direct deposit to direct express. on may 23 I sent to them documents requested to close her account and remit amount ( less than $2,000 ) since then I have had no response to several phone calls and letters asking why the delay in closing the account...everyone of several other accounts that she had inboth the United States and [redacted] have closed her accounts several weeks ago after recieving the exact package of documentation that I sent to Direct express .

it is my belief that direct express is making it difficult for me to close the account on purpose in the hope that in my grief I will just forget about it and they can keep the dollars in the account.

I have already notified the SS people not to send checks to Direct Express and have returned her direct express master card debit card.

her name on the account is [redacted] the tracking ID is [redacted]Desired Settlement: close her account sent me a check for the balance in her account....and apologize for the hurdles and obstacles the company has in place that frustrates a grieving husband and makes a simple procedure needless complex.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concern involves the Direct Express card for his deceased wife [redacted].

I escalated his complaint to management at Direct Express. Below is a summary of the timeline of the card closure.

On 05/23/14 [redacted] contacted Direct Express and requested the disbursement of the remaining funds in the account of [redacted]. Direct Express explained the documentation required.

On 06/30/14 Direct Express received the required paperwork and a review was performed of the documents.

On 07/09/14 Direct Express sent a letter to [redacted] advising him the required documents were received and stated it may take 4 - 6 weeks to process his request to liquidate the card.

On 07/29/14 a check for the balance on [redacted]'s card was mailed to [redacted] at his [redacted] address.

Please express my sympathy to [redacted] for his loss. I can appreciate how frustrating it can be to wait for the card closure. Please encourage [redacted] to contact me if he has any questions or further concerns.

Sincerely,

Comerica Incorporated

Corporate Quality Process Department

Review: this bank issued me a new debit card and it was mailed out on the third of this month here it's the 21 st nonething yet I don't think they even sent it I think the lied to me they told me they can issue me a new one wich they did they sent it by ups I didn't want it sent by ups I wanted it sent by usps they now i'm overdrawen because of thier stupidity by $13.50 they better not deduct it from my ssi check on 07/01/13 it is their mistake they should not charge me then they blame it on ups saying it was a fee required by ups wich I know it is a lie all ups does is charge shipping and handling fee ups don't know what us direct express put in their computer it isn't my mistake it is us direct express mistake they should fix it or take it out of the person wages that made the mistake I don't feel I own them this money because it was their mistake the in the first place and in the second place why should I pay for their mistake when they know they never sent my first new debit card in the first place.Desired Settlement: not to take the $13.50 out of my ssi check on 07/01/13 because I didn't want the replacement debit card by ups wich they never sent my new debit card on 06/03/13 in the first place. and them stop lying through their teeth.

Business

Response:

Revdex.com,

We are currently reviewing this complaint and will respond shortly.

Thank you,

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

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

Mr. [redacted] was concerned about a $13.50 fee he was charged for an expediated mailing of his re-issued Direct Express Card in June 2013. On July 3, 2013, the fee was credited back to his card.

Please advise Mr. [redacted] to contact me directly if he should have any questions or further concerns.

Sincerely,

Vice President

Corporate Quality Process Department

Comerica Incorporated

313.[redacted]

Consumer

Response:

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,

Review: Over $450. was taken from my direct express due to fraud in Africa. Direct express refuses to issue a refund to my account. They state they have 90 days to investigate the dispute. Please help me to find out what I can do to get them to put the money back on my card.Desired Settlement: Want full about issue back to my card right away.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concern involves an unauthorized transaction for $444.19 that posted to her Direct Express Card on 11/1/13. A credit of $457.66 was issued to her card on 11/7/13 which includes an international fee assessed to her card. Additionally, Direct Express sent [redacted] a letter detailing the credit to her card.

Please encourage [redacted] to contact me directly if she needs further assistance.

Sincerely,

Comerica Incorporated

Review: After a lengthy dispute with [redacted] for unauthorized charges that I wa was told I should try to resolve myself they said I could file a claim. I was tolfd to fill out a form and get it back to them within 10 days on the November7,2014. I finally recieved the form on the 23rd of of November. I sent a manilla envelope with the form and 60 printed copies of emails sent to me from [redacted] stating the refunds were already made. Which was not even half of the emails I have. Since that time Ive called called every other day, waited on hold for ever only to be treated rudely and told they can take up to 90 days even after one lady admitted she felt this was ridiculous. She read thru the emails and agreed that I had more than 100% proven my case.Desired Settlement: I would like them to give back my 530 dollars. They know I only recieve 720 from SSI and should be ashamed of what theyve put me thru knowing I have a heart condition. An appology would probably be fake.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]f. [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. [redacted] will be contacted by Direct Express once the investigation process has been completed.Please encourage [redacted] to contact me if she has any questions or concerns.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Consumer

Response:

Review: 10353382

I am rejecting this response because: I tried to call and as usual I had to leave a message. She should already ba very aware of this claim as they just recently denied my claim even after [redacted] gave some refunds ordered by the ftc. [redacted] says they made all refunds and they are probably being truthful. they allowed my money to be taken and they need to return it period!!!!

Regards,

Business

Response:

Revdex.com,In response to [redacted]s complaint, Direct Express Management provided the following summary:11/07/14: Dispute was opened for multiple alleged unauthorized POS transactions from [redacted] totaling $521.63 that occurred on 7/5 thru 11/7/14.12/04/14: Dispute paperwork was received.12/22/14: Merchant issued credit in the amount of $256.15 to the CH’s account. CH needs to refer to merchant for the remainder of the disputed amount. Merchant Issued Credit and Refer to Merchant letters were sent to the CH. 12/13/14: Another Dispute was opened for two alleged unauthorized POS transactions totaling $216.02 that occurred on 12/12/14. [redacted] states she paid for themerchandise by other means. No dispute paperwork has been received.Claim is currently pending; Direct Express is waiting on paperwork from [redacted]. She needs to provide documentation to reflect how she paid by other means. Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Consumer

Response:

Review: [redacted]

I aI spoke with this liar on the telphone after calling and calling for weeks and she did not say a word to me about this. I never recieved anything in the mail and she said all that was left for them to do is go thru and make sure the proper credits were finally given back because the businesses had in fact already refunded the money I just was never given the full credit of the amout refunded. I will not continue to be tormented and lied to by this decietful evil *Word Rejected*. I will be writing a letter to the social security administration office to advise them they need to investigate this companies handling of disabled americans funds.m rejecting this response because:

Regards,

Julia Woodruff

Review: The company took out $118.50 out of my disability check with no explanation. I contacted the SSA office and they sent my full amount to direct express but when they deposited into my account, it was short. I checked with the treasury department and the IRS and they stated that they did not take my money so someone from direct express with Comerica Bank took my money. I am already on a fix income and I can't afford to lose my money.Desired Settlement: I want my money put back on my card immediately.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your office by [redacted]. Ms. [redacted] is concerned about a reduction in November Social Security payment. I have been advised that her payment was reduced because of an IRS offset. To confirm this, Ms [redacted] can contact the Social Security Administration at 800.[redacted] or call or visit her local Social Security office located at [redacted], MO [redacted]. The telephone number is 866.[redacted] Please encourage Ms. [redacted] to contact me directly if she has further questions or concerns.Sincerely,[redacted]Vice PresidentComerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] I would like proof of the payment because the IRS is still saying they did not take the money.

Business

Response:

Revdex.com,I have been advised that her payment was reduced because of an IRS offset. To confirm this, Ms [redacted] can contact the Social Security Administration at 800.[redacted] or call or visit her local Social Security office located at [redacted]. The telephone number is 866.[redacted]. Unfortunately, I am unable to provide documentation from the IRS about the offset since we did not receive the reason. This is something Ms. [redacted] would need to pursue with the IRS and the Social Security Administration.Please encourage Ms. [redacted] to contact me directly if she has further questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

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,

Review: I receive my SS payments in the direct express card system. on 5/12/14 time 10:36:48 a fraudlent charge on my card showed up on the online site. I called them that very day and told them to reverse it because it was fraud. they said it hadn't finalized so they wouldn't. I called the vendor that got my $50 and told them to hold up the transaction they said the card people should call them and stop it but direct express said no that they have to start a fraud complaint and could take up to 90 days before they returned my money if I was telling them the truth. these people are over a lot of government checks and are very incompetent. I believe they have frauded me because they could have stopped this. I have called 4 times and today the super [redacted] I talked to at 4:51 told me they have none but the better business I can complain to. more runaway governmentDesired Settlement: I want my $ 50 returned and I have contacted SS and they will direct deposit my funds starting july 2014 into my checking in a real bank. I want these guys investigated of how many other seniors they have done this way.

there has to be checks and balance in place on business like this one they are terrible.

I will be mailing a registered letter tomorrow to direct express, if you need a copy let me know

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted]'s concern involves a dispute he filed on his Direct Express card.

On 5/14/14 - Mr. [redacted] opened a dispute for an alleged unauthorized transaction in the amount of $50.00 that occurred on 5/12/14.

On 05/21/14 - Mr. [redacted]'s new replacement card was registered.

On 05/27/14 - Direct Express received the Dispute paperwork. The claim is currently pending completion of the investigation.

Mr. [redacted] will be notified by Direct Express of the outcome of the investigation.

Please encourage Mr. [redacted] to contact me directly if he has any questions or concerns.

Sincerely,

Vice President

Comerica Incorporated

###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because: direct express was notified within 4 hrs of the fraud charge and the super told me to call the vendor and I did the vendor says the only way to get my money was has direct express reverse the charge but direct express disregarded the fraud and let the criminal complete the transaction, then due to their incompentance of mailing out a new card I had to pay a $13.50 fee for a replacement. I just left the vp listed on the response letter all of this.

if they taped the calls as they told me they did they can verify the truth.

I went to my local banker and he said they are under the same us guidelines as direct express is and the way it works once I file the fraud charge the bank credits my loss back into my account, but direct express must be working under who knows what guidelines because my loss has NEVER been re deposited.

direct express id under uc treasuries maybe they operate different than all the other banks.

I believe direct express has protected the frauder rather than the customer the real owner of the money.

Regards,

Business

Response:

Revdex.com,

I have forwarded Mr. [redacted]'s request for the reimbursement of the $13.50 he was charged for an expedited card to Direct Express management.

Additionally, Mr. [redacted] and I have spoken about his concerns and I assured him that they will be addressed.

Sincerely,

Vice President

Comerica Incorporated

313.222.9302

Consumer

Response:

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,

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. She is concerned about the process and timeline for disbursing the monies on her brother’s Direct Express Card.

I have escalated Ms. [redacted]'s complaint to management at Direct Express to investigate and contact her to resolve her issues.

Please encourage Ms. [redacted] to contact me if she has any questions or additional concerns. I would be happy to assist her.

Sincerely,

Vice President

Comerica Incorporated

Corporate Quality Process Department

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Review: 2 fraudulent charges were made to my debit card on 4/28/2014 by someone at Stables Inc in Edison New Jersey. I called Direct Express that same day and they issued me a new debit card. They said they would send me the paperwork to dispute the charges and I would get it in the mail within 4-5 business days. As of now, I have not received the paperwork and I have called several times to ask about the paperwork I get disconnect. I'm afraid I'm not going to get the paperwork and they won't credit my debit card of the two charges $74.89 and $305.89 that were fraudulent made to my card.Desired Settlement: Please credit my debit card. This money was deposited to my debit card from the Social Security Disability. I'm disabled and on a fixed income. Thank you.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted]'s concern involves a Direct Express dispute.

On April 29, 2014, Mr. [redacted] filed a dispute for two unauthorized transactions totalling $380.84.

On May 13, 2014, Direct Express received the dispute paperwork that Mr. [redacted] submitted.

The claim was approved and Mr. [redacted]'s card was credited on May 13, 2014. Direct Express sent him a letter notifying him his claim was approved.

Please encourage Mr. [redacted] to contact me directly if he has any questions or concerns.

Sincerely,

Vice President

Comerica Incorporated

Review: I had a [redacted] through Direct Express and I was experiencing some problems with it. I called and they first refused to help me resolve the issue saying that it was my fault. Second they put a hold on my card so I now have no access to the funds that are mine. The fax I was using printed out a receipt that Direct Express had received the fax. They wanted me to fax two forms of identification to them which I did. I waited several weeks to give them time to resolve the problem. I called back and Direct Express refused to acknowledge that the fax was received and further refused to help me. I asked to speak to a [redacted]. She also refused to help me and said that the fax was not received even after I informed her that I had a receipt saying that it was received. When I attempted to discuss this further with the [redacted] she hung the phone up on me while I was still trying to get her to help me.Desired Settlement: I would like them to send me a valid card with all the funds that are rightfully mine.

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]'c concern involves her Direct Express card. [redacted] was unable to access the money on her card since there was a hold on the account until Direct Express could verify her identification.

On April 1, 2014 Direct Express contacted [redacted] and received the required identification. The suspension was lifted from her account and she received immediate access to her card.

Additionally, I spoke with [redacted] and confirmed she has access to her card. She indicated her complaint has been resolved.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I call the phone number to check my balance it gives me the balance and shows the card active. However when I attempt to use the card either at a business or an ATM it shows that the card is not active. I have tried several times at several different businesses and ATMs with no success in having access to my funds.

Business

Response:

Revdex.com,

On April 23, 2014, Direct Express spoke with [redacted]. A replacement card was ordered and expedited to [redacted]. As a courtesy, the fee was waived.

[redacted] should have her new card and access to the funds on the card. I left a voice message for [redacted] to contact me if she has any additional questions or problems.

Sincerely,

Comerica Incorporated

Review: I use direct express as a credit/debit card provider in jan. 2014 my credit card information was used by someone else . They purchased 6 dvd off netflix . I then was billed for it. I recieved a claim packet from my credit card company . I filled it out and returned it. march 13 2014 I called them back . To verify if I was recieving funds back. I was denied and they told me to go to merchant. I had spoke with merchant and they asked if I had old credit card my response was no I do not. They informed me that my credit card provider would have a file of my old information so I can get this resolved . I called my credit card company and they told me today 3/14/2014 that they have no information. My credit card company is beating around a bush ,Netflix is beating around a bush. And the local authorities are taking there sweet time with this matter .Desired Settlement: I would like to have my money refunded. And I also like a letter with an apology on it . Three months is to long when a local back would handle it in three days.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Mr. [redacted]. Mr. [redacted]'s concern involves a dispute he filed for unauthorized transactions on his Direct Express Card.

I escalated Mr. [redacted]'s complaint to Direct Express management and the following is a timeline / overview of his dispute.

On 01/23/14 - Dispute was opened for multiple unauthorized transactions to Netflix.com totaling $88.32 that occurred on 01/03/2014.

On 02/19/14 - Direct Express received the dispute paperwork.

On 03/05/14 - Claim was denied and Mr. [redacted] was encouraged to contact the merchant, Netflix for resolution.

Based on the information provided by Mr. [redacted], the investigation by Direct Express concluded that Mr. [redacted] entered into an agreement with Netflix and his claim relates to a recurring payment/transaction. Mr. [redacted] has online transaction history that he is not disputing with this merchant.

In summary, Mr. [redacted]'s dispute was denied and he was encouraged to contact Netflix to attempt to resolve his complaint. It appears he has a relationship with Netflix.

I would be happy to speak with Mr. [redacted] if he has any questions or further concerns.

Sincerely,

Review: I reported 4 unauthorized charges on my card, Direct Expressw, which my SSDI benefits are directly deposited on in mid October of 2013. I kept calling to follow up and kept getting a run around around about how their payment processing department had not received my written complaint. I called the complaint in and they refused to supply the provisional funding in the amount of 430.00 and some change. I claimed these occured when my soon to be ex husband and I spent some time together trying to mitigate the marriage which we ultimately werent able too. In this process he used my new card I had issued when I moved out without my consent on porn, and the bars. I was livid. They said I was covered by the mastercard zero liability and would investingate the claim. After they said I needed to submit in writing the form I did and called about 3 weeks later. They claimed the PO Box they had me send it to never receive it because "they scan everything in the day they get the paperwork." Finally after 2 months I get a letter in the mail that they feel no fraud was committed. However I called them as soon as it was noticed going over financial records with my lawyer during the impending divorce. I told them I was recording the call and the supervisor hung up on me. In va as long as one party knows the call can be recorded, The letter saying they felt no fraud was committed had a trite message saying if I wanted them to investigate it further id have to call or write. No appeal info just that little message.I then did send the claim in writing again certified mail, the postcard 1, which I have never recieved the return reciept for nor have I recieved the original letter in return which makes me believe they indeed receive it. I made 2 calls today 1/2/2014 to follow up, both over 9 min hold and run around to be hung up on. I was told I needed to cancel my card because it had been compromised but that they still refused to pay me and Id pay for my new card and also explained thats all theyd do.Desired Settlement: I would like to have a real person call me at [redacted] Ive wasted over 20 man hours writing things, on hold, doing research, going into the SSA, calling the treasury and so forth trying to resolve my issue. I want my 4 disputed charges ($430) covered since they were reported in the time frame to be covered under the zero liability policy, I want my card cancelled and a new one sent to me expedited shipping on them, the 3.00 new card and 13.50 express ship charge.This is disgusting!

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms [redacted]'s concern involves a dispute she filed on unauthorized transactions on her Direct Express card.

Ms. [redacted] filed a dispute on October 8, 2013 for transactions totalling $437.04. These disputed transactions occurred on September 4, September 5, and October 4, 2013. The claim was closed on November 22, 2013 since additional information from her was needed to investigate the claim. The claim was re-opened on December 12, 2013 when dispute paperwork was received. The claim is currently under review. Additionally, Ms. [redacted] has been reimbursed for the fee of $13.50 she was assessed for an expedited card.

I have been informed by Direct Express that a manager has spoken to Ms. [redacted] and reviewed the dispute timeline. Ms. [redacted] also has been provided the contact information of the manager so she may call her directly.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:this isn't a resolution. I still don't have my money back. Yes I got a new card and didn't pay shipping but ny 437 is still missing. As per the term and use their is a mastercard zero liability policy is reported within 90 days. This has been going on for over 4 months. I was told the report was bing valuated by the fraud team hiwever not how long it'd take. Also I called the direct number given to me and couldn't leave a message and their was no answer.

This has been an awful experience and it disgusts me our treasury endorses these people stealing our the custoners money.

Regards,

Business

Response:

Revdex.com,

I have been informed by Direct Express Management that Ms. [redacted]'s claim is currently under review. Additionally, I have requested that a manager contact her directly to discuss the dispute process and timeline.

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

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: this case is still open and has not been resolved. I was told a few weeks back that it would take a few days to resolve. Its been a few weeks. I have also not been called and nothing has been explained and although shipping was refunded it appears the 3.00 new card fee was charged to my account still.

This company is not professional, timely and are very shady about thier practices.

It is not my job to keep calling its theirs to effectively communicate to their consmers their policies especially when they don't follow the card act they send out with thier companies debit cards.

Regards,

Business

Response:

Revdex.com,

Ms. [redacted]'s claim was denied due to conflicting information. A letter was sent to Ms. [redacted] notifying her of the denial decision on January 27, 2014. On January 29, 2014 Direct Express management 01/29/2014 spoke with Ms. [redacted] and advised her that the claim was denied due to conflicting information and that stated that the documentation was mailed to her outlining the reasons behind the decision to deny her claim. Ms. [redacted] stated she did not agree with the decision and wanted to file an appeal on the case. Ms. [redacted] was advised that in order to have her case considered for a secondary review, she'll have to submit additional supporting documentation as it relates to this case.

Please let me know if you should need further information.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:they are lying. All the info I've provided has veen the same. They called telling me my claim was rejected but not why. I've recieved nothing in the mail, and asked to file an appeal and was told they'd need moreninfo. However she said they requested no additional info. I asked for a supervisor to call me I was told they would and haven't. Irecorded the call an attached it. They are not honest and this recent response and my recording show this. No one has called either since. I emailed the Revdex.com to escalate my claim, I also emailed the texas banking commision, and the office of the comptroller for texas. This is heniius and they aren't being forth right or honest.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am rejecting this response because:they are lying. All the info I've provided has veen the same. They called telling me my claim was rejected but not why. I've recieved nothing in the mail, and asked to file an appeal and was told they'd need moreninfo. However she said they requested no additional info. I asked for a supervisor to call me I was told they would and haven't. Irecorded the call an attached it. They are not honest and this recent response and my recording show this. No one has called either since. I emailed the Revdex.com to escalate my claim, I also emailed the texas banking commision, and the office of the comptroller for texas. This is heniius and they aren't being forth right or honest.

ADDED RESPONSE FROM ATTACHMENTS:

irect Express Explanation Addendum to 2/1/2014 Letter Received: This outlines all markings on pages of attached PDF!

Pg 2:

#1 Where does Direct Express Kentucky come in and why has it never been mentioned?

#2 It was suppose to be Blue Ridge Grill which is exactly the last known purchase I stated!

Pg 3:

#3. It was brought to my attention that the MVC cashier said my card was run by a gentleman for 100, then for 75 then for 50. This was made using another card for the final transaction too which was not mine but another mans paid for a portion.

Pg 4:

#4. I think it is interesting in my Fraud affidavit they couldn’t/ didn’t even get the disputed amount correct.

Pg 6:

#5 : Again that my card was ran for such a small amount first to seemingly test the balance from my research and the running in 4 times at MVC.

Pg 7:

#6 My story has stayed the same I separated in May 2013 and ordered a new card, then in Sept and October we tried to work things out for our minor child which proved un resolvable. In this interim I spent a few nights both months with him. In sitting down with my Lawyer I noticed the unauthorized charged the nights he didn’t stay at the house that I was there. I tried to call and file a police report but they were there over 10 times in the marriage for different things I filed on my husband that they said they couldn’t do much in this situation. I then called Direct express stating he knew where I kept my card and was told I had to