U S Direct Express

Review: This problem is causing serious heart/blood pressure problems for me. I have had 5-bypass surgery and have high blood pressure and diabetes and I have been dealing with this for more than 2 months now. When I first reported this to the Revdex.com, this company issued a provisional credit, even though I sent them all the proof of the fraud along with a Police Report in this regard. Now this month they have debited the money ($501.80) back out of my social security direct debit card again. I called and no-one at Direct Debit can give me an explanation of why this amount is re-debited from my balance. They simply tell me they do not know why according to their records the investigation regarding this fradulent activity is still open and ongoing. I told them I am sure it is, because I was assured by the local Sherriff's department that they knew who this person is and they would be picking her up to arrest her. They advised me that they had all the evidence they needed because they traced the IP address back to her home where the fraud took place and I should just wait to be contacted by them regarding a court date. So low and behold today I went to the ATM to withdraw cash to pay for medication and my balance is $501.80 less than it should be. I have scheduled doctor and dentist visits this week and can't afford to go now because they simply took my money with no explanation as to why. I need help please.Desired Settlement: I would like my money put back on my debit card and I would like a phone call explaning why again I have been handled in this manner. I was assured by [redacted] (313) 222-9302, that this matter was handled and I should rest assured that my concerns had been address. I don't think it is resolved, No, not at all, when they have taken my money again.

Business

Response:

Revdex.com,

I have requested that a Direct Express [redacted] reach out to [redacted] as soon as possible to discuss his claim with him directly. I informed [redacted] today that a manager will contact [redacted].

Sincerely,

Review: On December 5, 2014, I attempted to make auto insurance payment online using my debit card. The card was declined. I went online to view my Direct Express account and found that there had be charges, in the amount of $294.70, made on my account, and immediately contacted Direct Express to report findings. They put a stop on my card, asked a few questions told me to submit a hand written statement to support my claim and to ask that a PROVISIONAL CREDIT for the amount in question be granted while under investigation and I did so. I had to make a dozen or more phone calls to find the status of my request and finally on December 21, 2014 was told that my claim had been denied. The reason(s) were in a letter I should be receiving within 30 days. After several more calls I was told that due to 22 MINUTES/MILES IN BETWEEN ATM TRANSACTIONS, MY CARD WAS IN MY POSSESSION, CARD WAS NOT STORED ALONG WITH PIN NUMBER. I explained to them that I was not at this location nor had charges at this location ever appeared on my card. The last ATM transaction made by me was 2 days prior to and not at this location. I was told to submit a request to reopen claim make note that NEW INFORMATION TO ADD TO CLAIM. My second request was to make clarification to what had been in the first claim and again was denied. These charges are fraudulent and I refuse to let this go. Social Security is my only income and every penny has a purpose. Both my car and insurance payment for the month of December are delinquent because of this.Desired Settlement: The amount of $294.70 be credited to my account immediately. I will close out this account and have my social security direct deposit transferred to a reputable bank.

Business

Response:

Revdex.com,I am in receipt of the claim submitted to your agency by [redacted]. Ms. [redacted] is concerned about a dispute that she filed on her Direct Express card. I have escalated her complaint to management at Direct Express to review her investigation.Ms. [redacted] will be notified once the investigation is completed.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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Please resubmit the above referenced number as active I am not satisfied with the outcome. A phone number [redacted] thank you [redacted]

Regards,

Business

Response:

Revdex.com,I have requested that Ms. [redacted] be contacted by a Direct Express manager to discuss her claim further.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Until the funds are credited back into my account, this complaint will remain unresolved

Regards,

Review: Service Request number: [redacted]

I have a direct express card & also had an account with associated bank. I paid my [redacted] bill with my associated bank debit card then accidentally paid it twice with my direct express card. Once I noticed the error I filed a dispute based on this error & facts. I received the money back but later to find out that direct express is claiming my acount is $120.00 negative. I sent all of the required print outs prooving my claims & by that I mean the print out from associated bank. 2 payments were made but now I owe direct express for my own money. If they did an actual investigation then they would & should verified by calling associated bank instead of stealing my social security check.

Service Request number: [redacted]Desired Settlement: Service Request number: [redacted]

Do your job you have the paperwork & you can contact associated bank. The paperwork got everything & you can see that I paid them with my direct express card accidentally. That's two payments. Use your brain & do your job right. You are messing with my social security check.

Business

Response:

August 17, 2013

Revdex.com

The complaint submitted to your agency by [redacted] involves a Direct Express card dispute for $120.00. I have been informed by Direct Express management that the card was credited $120.00 on August 1, 2013. It appears that the issue has been resolved.

Please have [redacted] contact me directly if there are further concerns or questions.

Sincerely,

Comerica Incorporated

Corporate Quality Process Department

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

Review: I have an unauthorized charge on my card happen 4/1/2015 and I have called direct express they was rude I had to cancel my card they charged me for an expedited card. I was told I have to fill out forms to dispute charges that I still have not received. My disability check is gone and they dont care they have not reversed these charges its not right how they do I have bills and they dont care its been 12 days since my money was stolen off my card. I need help with this matter I see people have complained about the same thing before and now im a victim of fraudDesired Settlement: Refund my money to my card that did not authorize $511 and change. The time it takes to file a dispute. My forms I have too fill out has not been received. Charged me for expedited card. Not taking me seriously about my situation very rude and wrong in how they process is on a fixed income

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] is concerned about a dispute they filed on their Direct Express card. I have escalated this complaint to management at Direct Express to investigate and contact [redacted] to discuss the claim.Meanwhile, encourage [redacted] to contact me if they have 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,

[redacted] I will contact you all if I did not get in contact with anyone.Thanks

Review: I have a MasterCard/Debit card with this company and properly followed the law in reporting fraud charges made using my card. This company is in DIRECT violation of Regulation "E" and INTENTIONALLY disregards federal law on how to handle fraud and disputed credit card charges. None of my charges were handled according to law; none of the charges were given a temporary credit or refunded; and all cases were handled in bad faith. In fact, their customer service agents defiantly state they only follow "their company procedures" and "don't care about laws." When I announced I was recording the call, I was immediately hung-up on by customer service agents at 1-888-741-1115. This happened more than once. I am demanding they re-investigate all my charges in GOOD FAITH and COMPLY WITH ALL LAWS!!!!! By law, all of these charges should be reversed and credited back to me. Otherwise, I plan to sue them.Desired Settlement: I am demanding they re-investigate all the fraudulent / disputed charges made with my MasterCard/Debit card in GOOD FAITH and COMPLY WITH ALL LAWS!!!!! By law, all of these charges should be reversed and credited back to me. The claim numbers are [redacted] and [redacted]. Otherwise, I plan to sue them.

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 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]

Review: On March *, 2014 I called to set up direct express payment card for my 18 year old and my 12 year old son, I still have not yet to receive the card. I went into the social security office today for other business and found out that the money should be posted on the card the [redacted] of March and yet have I receive the card. I talked to a level 2 agent at the company name [redacted] and [redacted] he wasn't helpful at all then I ask to talk to his supervisor about his treatment towards me and she was no better then him. I also asked [redacted] on numerous occasions to let me speak with her boss to file a complaint about the way I was mistreated she said there's no one over her shes the highest I said that can't be true. She was very sarcastic too, neither one of them tried to help me. It's not fair how they treat customers. The third time around I got a supervisor name [redacted] she was a lot better then the other two but I still didn't really get any ware with this. [redacted] said she will send me out a card today but it will take 5 to 10 days but if I want the card sooner I will to pay $13.50 for 2 day express I couldn't believe it when their the reason I haven't receive the card in the first place. It's not fair.Desired Settlement: For them to treat customers with better respect then what they do, also since my card was not sent out when it should of been sent out, why couldn't they just send me the card in two day's and wave the $13.50 fee. Also why couldn't I file a formal complaint with management I ask for there boss I tried to go up the chain of command but it never happened.

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.

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,

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 was a victim of internet fraud when my bank card information became compromised through Starbucks.com. I filed a complaint with Starbucks and they confirmed that the fraud did occur. Starbucks referred me to my financial institution. I contacted Direct Express immediately and filed a written complaint of fraud with them. They denied my complaint because I had a prior history with Starbucks. They claim that Starbucks told them that I had signed up for a program on November 30, and failed to cancel it in time and that is why my debit card. However, this is untrue. My debit card was debited for $25 five times and $100 once in a matter of seconds. This is not something that occurs when someone signs up for a program. This is indicative of a someone trying to drain my account. I have contacted Direct Express numerous times and they will not reopen my case. I have also mailed in letters asking for my case to be reopened and they never seem to receive them. The customer service representatives only refer me to contact Starbucks again. I contacted Starbucks and was told that Direct Express never contacted them. So, they never actual did any investigating on my case. They just saw that I had a prior history with Starbucks and deemed me a liar. They are the liars. I want my money back. I am on a fixed income and losing $100 is not something that I can afford.Desired Settlement: I wish for Direct Express to reopen this case, perform their due diligence and investigation and return my funds to me.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Marquisha [redacted]. Ms. [redacted]'s concern involves a dispute she filed on her Direct Express Card. I have escalated her complaint to Direct Express Management. Ms. [redacted] will be notified by Direct Express of the outcome of the review of her claim.

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

Sincerely,

Vice President

Comerica Incorporated

Corporate Quality Process Department

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

Review: On yesterday 7/1/2013 my benefits where loaded on to my usdirectexpress debit, I made one transaction and from that point on I could no longer withdraw money from my atm or pay my bills online. I called multiple times to try and contact customer service. The customer service line 1-888-741-1115 would just drop my call I could not access my money all day July1st 2013. So I attempted to call July 2, 2013 at 7:06 am, I was placed in the contact of a representative by the name of [redacted]'s tone of voice was very rude and demanding, I updated my information over a year ago and for some reason they had the old information I provided the new information and proceeded to explain my problem. With much attitude she begins to tell me that the reason for me not being able to access my money was due to my card being compromised by a third party company in which I now will have a block on my card and the only way to access the money to do a cash advance. (I have never done this) So, I proceeded to ask how, where and why this was happening. She stated very aggravatedly to go to the bank and they will explain. I then asked why my name was on the list and who the third party was, she proceeded to tell me she did not have that info and to go to the bank to get the money. I stopped her and asked for a supervisor, she then stated "he's just going to tell you the same thing I did. I asked to speak with him anyway. The supervisor came to the phone did his greeting very fast I, out of habit I said "Hi was what the previous rep name he stated [redacted] I then proceeded to ask for his name he stated [redacted] like you said before. I stated wow everyone has attitude. He begin to ask what can I do for you, I explained once again he stated continued to cut me off and and stated repeatedly how he is trying to help me Do I still want/need his help. I stated yes for him to do his job. After going back and forth he said all I can do is to go to the bank and he can look over my transactions how far back do I want him to look. I stated 2 months he stated he could have his representative do it I stated no I want him to do it he then restated what he said I asked for corporate to contact he stated there is NO ONE higher then him and there is no corporate office now do I want to review my transactions or not. This call and frustration was ridicuolous and for the treatment I recieved for lack of service is unjust. (Please excuse typos)Desired Settlement: I would like someone to listen to that call and hear how I was treated.

I would like both [redacted] and [redacted] to apologize for their rudeness and lack of Customer Service.

I would like them both to have additional training on handling irriate customers, because I remained way more calm through the call then the both of them.

I would like any fee's accumulated from not being informed of this issue to be compensaited.

I would like to know that there is someone above [redacted] because if not this company will accumulate a lot of complaints.

Business

Response:

Revdex.com,

We currently are investigating this complaint. We will respond shortly.

Thank you,

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

Business

Response:

August 13, 2013

Revdex.com

The complaint submitted to your agency by [redacted] involves a fee she was charged on her Direct Express card. It is my understanding that Direct Express Management has spoken with Ms. [redacted] directly. The fee was reimbursed and her customer services concerns were addressed.

I believe her issues have been resolved. Please have Ms. [redacted] contact me directly if she has any questions or concerns.

Sincerely,

Vice President

Corporate Quality Process Department

313.222.9302

Consumer

Response:

Review: [redacted]

I am rejecting this response because: all that was said is

I will pass this on to my supervisor that's not handling my complaint

Regards,

Business

Response:

Revdex.com

The complaint submitted to your agency by Ms. [redacted] concerns her Direct Express card. I believe her issues have been resolved by management at Direct Express. Management have listened to the call with Ms, [redacted] had with a customer service representative. I have been assured that they have used the call as a coaching opportunity.

Please express my apology to Ms. [redacted] for the service she received. I would be happy to discuss any further concerns with Ms. [redacted] directly. I also left a voice message for Ms. [redacted] to contact me.

Sincerely,

Vice President

Comerica Incorporated

Corporate Quality Process Department

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,

Had the runaround for over a week just to receive a card because the old one was expired. Every person including [redacted] was very rude and was unwilling to help to solve situation or come up with a solution raising her voice at me and hung up on me. This company is for disabled people that have enough problems in life being disabled and don't need rude people on the phone that is unwilling to even try to help.

Review: on January 31st I went to a place called Club Quarters in Philadelphia Pennsylvania they placed $150 hold on my credit card and after speaking with the manager at Club Quarters I advised her that I did not stay at her location so she submitted a fax to direct Express to release my funds which they were refusing to do on February 3rd the authorization just released itself and went back to my card because they never collected the hundred fifty dollars I noticed the end of February $102.80 was missing from my car that I did not authorize after logging on to the website I saw that Club Quarters charge my card again $102.80 in which I never went back for that facility nor did I stay there because of the room staff after speaking with Direct Express I informed them that this charge was not authorized and they cancelled my card and gave me a new card and told me that the 102.80 would not transfer over to my new card on march 1st to 102.80 transfer to my new card so I have been arguing with them ever since to get this released today March 9 I spoke with 6 representative and one supervisor who are all I'm professional and refused to give me those dates as to when they receive the fax from Club Quarters stay and not to charge my card back in February they also refuse to give me the dates that the 102.80 went missing on my card they are very unprofessional and I will never ever recommend Direct Express to anyone I have been hung up on several times and was giving conflicting informationDesired Settlement: I would like for Direct Express to refund me my hundred $102.80 that was wrongfully charged off of my card I also would like for the inconvenience the money that I spent for expedited shipping on those forms that I was told I didn't have to fill out and the money spent on numerous phone calls since january about the same dispute that as of this date is still not resolved also would like the supervisor who refused to give any informationalong with the 3 reps from the phone call placed today march 9 they should be suspended they clearly did not have customer service training

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 her Direct Express card. The dispute was opened on February 17, 2014 for an unauthoirzed transaction in the amount of $102.80 that occurred on February 3, 2014.

On March 17, 2014, Ms. [redacted] spoke with Direct Express management and agreed to fax additional documentation regarding her dispute. Ms. [redacted] indicated that she has documentation from the Merchant that states that her card should not have been charged. Additonally, Ms. [redacted] needs to provide the date and name of person she spoke to at Merchant. When Direct Express receives this documentation they will attempt to "chargeback" the unauthorized transaction to the Merchant.

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

Sincerely,

Review: I want that 155 bank to my account our a civial lawsuit will take place im giving u guys 10 days from this complaint and I will be contacting a lawyer to discuss abuse neglect and wrong full with holding of federal money witch is a illegal that company lied cheated and stole my information well someone did your failing to maintain fraud policy along with speedate they only have corrected info because I talked to [redacted] the sup on the phone and after so many emails back and forth they deactivated the account and closed it there for don't owe them money it was fraud there lying to keep the charge im giving u ten days to close this dispute and refund my money and block this company from anymore transaction our I will sue for abuse mental anguish and neglect and pain and suffering and failing maintain for fraud investigation... this final message your stealing my federal funds illegal for nay bank to do so no matter if it was credit our not.... fix our be prepared to be suedDesired Settlement: I want that 155 bank to my account our a civial lawsuit will take place im giving u guys 10 days from this complaint and I will be contacting a lawyer to discuss abuse neglect and wrong full with holding of federal money witch is a illegal that company lied cheated and stole my information well someone did your failing to maintain fraud policy along with speedate they only have corrected info because I talked to [redacted] the sup on the phone and after so many emails back and forth they deactivated the account and closed it there for don't owe them money it was fraud there lying to keep the charge im giving u ten days to close this dispute and refund my money and block this company from anymore transaction our I will sue for abuse mental anguish and neglect and pain and suffering and failing maintain for fraud investigation... this final message your stealing my federal funds illegal for nay bank to do so no matter if it was credit our not.... fix our be prepared to be sued

Review: On January 20, 2015 two withdraws were made from my account in the amount of 103.00 and 63.00.Somebody somehow use my info.= my card and pin number. The money was withdrew from an ATM a few miles from my house.The credit card I use for this account had always been with me in my wallet, and the pin number is only known by me,don't even write down.I call costumer service to complain about this transactions,filled a complaint form stating that I did not do this transactions. After an investigation I was told that my claim had been denied, because the ATM from which my funds were retired was a short distance from where I live, and the card and pin number went through. Don't they always?The costumer service representative and her supervisor told me that there nothing they can do to help me that I could filled another claim with new info about this transaction. How can I do this if I don't know how this happened in the first place.What kind of investigation is that they did based only in the distance from where this happened.Thieves clone credit cards and somehow they take the money. It does not matter if this happened near your house or far away. All I asking is that the people from direct express do a real investigationand stop implying that it was me or somebody on behalf of me.Desired Settlement: I WANT MY MONEY BACK 103 +63 =166.00 PLUS .90 CENTS TRANSACTION FEE 2 TIMES =1.80

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to review.Mr. [redacted] will be contact by Direct Express once the investigation is complete.Sincerely,[redacted]Comerica Incorporated[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

I have received a letter from Direct Express Where they denied my claim and suggest to go to the police department close to my neighborhood and file a complaint. They have finished their investigation and got to the conclusion that I probably withdrew the cash myself just because it happened a few miles from where I live. What a disappointment .

Business

Response:

Revdex.com,I have been notified by Direct Express management that Mr. [redacted]' Direct Express dispute has been denied. Below is a summary of actions taken by Direct Express.01/30/15: Dispute SR#[redacted] was opened for two alleged unauthorized ATM transactions ($103.00 & $63.00) totaling $166.00 that occurred on 01/19/2015.02/23/15: Dispute paperwork was received. 03/12/15: Claim was closed denied for conflicting information, including but not limited to the following; Mr. [redacted] is disputing ATM transactions and claims and states no one has authorization to use his card or access to his PIN and his card is still in his possession; however, there were no invalid PIN attempts or PIN changes, (PIN was known by user), there were no IVR/ATM balance inquires just before or during the disputed transactions, Mr. [redacted] used the card a few hours before the disputed transactions, the ATM location from the Mr. [redacted] residence is only 9 minutes, the disputed transactions do not follow normal counterfeit trends, a balance of $17.41 was left remaining on the card, and the transactions follow customer spending/transaction patterns. 03/12/15: A letter notifying Mr. [redacted] of the denial was sent.I have requested that a Direct Express manager contact Mr. [redacted] to discuss his dispute.Please do not hesitate to contact me if you have any questions.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: I FILED A COMPLAINT WITH DIRECT ACCESS WHEN [redacted] CHARGED ME $19.99 FOR A SOFTWARE PRODUCT WHICH WAS NEVER RECEIVED.IN SPITE OF THE FACT THE CHARGE WAS FRAUDULENT IN NATURE AND GOODS WERE NOT RECEIVED, DIRECT PROCESS REFUSED TO ISSUE ME A CREDIT OF $19.99Desired Settlement: Since no product was received, I did not owe [redacted] $19.99Direct Access should have issued the credit back in good faith instead of assisting the rip-off employees at [redacted].

Business

Response:

Revdex.com,

We are currently awaiting documenation from Direct Express on results of this investigation. We reply shortly with the findings.

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

Sincerely,

Vice President

Review: Direct express card holders are all disabled adults, some millitary vetrans, customers with learning disabilities, with that said, Direct Express has no further trainning specific to all the different possible hardships when communicating, understanding Direct Deposits proceedures and policys, in my personal experience with there customer service reps, example: [redacted] badge #12430 dept. 2 feb. 26 2015 approx. 8am, I asked several questions about reporting unauthorized use of my Direct Express card and why did Direct Express require its Disabled customers to provide the evidence and investigation of ones own card, knowing that everyone of there customers are the disabled people with possible learning, comperhinsion, focusing, understanding issues that may require special trainning or attention. For example, I have Post Tramatic Stress Disorder and severe anxiety, .I have issues with going into public places, I get so overwhelmed with trying to use computers,passwords,IDs, user names all raise my anxiety and anger issues to a level of unhealthy. Thats just me.just imagine,all other possible issues a direct express card could be experiencing? I was told by [redacted] (employee)that I shouldnt loose my paperwork and she couldnt send me a copy of cardholder agreement!The only way to get it was to access a computer with printer and print it off.I explained I dont have access.thats when she replied (if you didnt lose it, you wouldnt have to ask for another one).The fraud dept. is telling me that making a claim for unauthorized use of my cardrequiresme to investigate and provide all documents that prove my fraud claim? or be denied!My claim of being in jail Oct. 2 to Nov.7 was denieddue to my lack of access,knowledge and investigation,my claim was rejected?The birden shouldnt lie on the disabled customer?My job is to report as much as I can!I lossed out on xmas funds due to m disability?not fare. please helpDesired Settlement: Because I attempted to make my original claim on Nov.10, 2014 twice that day, but they claim Iam supposed to know all the undisclosed terms and conditions of a Direct Express cardholder.No where in Direct Expresses cardholders agreement(contract) does it say, the customer is required to prove that unaurthorized transactions occured and to also provide legal verfication documents, so all Direct Express has to do is make a decision based on my (customers) investigation. Iam disabled,not them....

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to review and contact [redacted] directly.Please encourage [redacted] to contact me if he has any questions.Sincerely,[redacted]Comerica 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 uncomplete until a determination on whether the legal documents I provided were verified by a fraud team specialist to be real?and till all transactions that were charged between the dates october 2, 2014 -november 7, 2014 reapplied to my direct express card account.Also, I ask [redacted] to go over all the phone calls, dates ,times and explain to me why there employees purposely hung up or disconnected my calls appox. three times after giving the operator my social secuity number?Why did employees of direct express purposely confuse and frustrate me like it was a game of sport? Please listen to the recording to verify my claims?Call after call, I personally think that when they recieved my complaint from Revdex.com is when the operator decided to give me a fax number, the first one didnt work, so I called back an got the right one for the fraud dept.So if it wasnt for the Revdex.com I would have still been on the phone asking theses operators for there supervisors,proper fax numbers?So please contact me on my cell phone at [redacted] I appreciate Revdex.com for saving my claim by getting managments attention so I can complete this seasonal job of paperwork...This is why direct deposit card services needs to provide us disabled customers, some vetrans with an equal opportunity to complete any dispute claim or claims fast and efficient by trainning there employees to provide all there customers with all the same knowledge consisitant with direct expresses rules and regs,on how to successfully complete a dispute...

Regards,

Review: My debit card through direct express was compromised, there was about $560 worth of charges that were unauthorized so the card was shut down and I had to pay to have a new card sent to me and was told my money would be refunded only to be told later that they needed to send me a fraud statement and I needed to fill it out and return it to them within ten business days and I would receive a provisional credit for the full amount until the investigation was completed. The paperwork did not make it to me until the 8th business day so there was no way it would make it back to them by the 10th business day. I have called them almost everyday trying to get answers as the money is for my 3 disabled daughters and I am borrowing money to feed them and I have only been getting the same response over and over that their investigation will take 45 to 90 days and that I cannot get the credit because it took them to long to receive the paperwork back that they sent back to me too late. I have tried to speak to supervisors and have been told the same thing by them or have been told there are no supervisors available.Desired Settlement: I would like the total amount of fraudulent charges to be credited to me while they complete their investigation like I was promised and also refunded for the amount they charged to replace the card and the overnight shipping on the card they charged me.

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 to review and contact Ms. [redacted] with the outcome.Please encourage Ms. [redacted] to contact me if she has any questions.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: The Direct Express debit card containing my social security funds was deactivated and new card was sent out without my knowledge on Oct 6. I received no email, no text, no phone call from Direct Express alerting me to the fact that they had determined that my card had been compromised and that my card was being deactivated.

It has taken until today Oct 8 to reach a person at Direct Express. Meanwhile, I assumed that my identity had been stolen and cancelled all of my credit cards and put holds on my bank accounts. The Direct Express person I talked with stated that there was no manager or other person that I could speak with.

Direct Express is charging me $4.80 for the replacement card. There was NO REASON for them to deactivate my card. My spending patterns had not changed or varied. I spent hours online and on the phone trying to get pass their automated system to report what I thought was a theft. Because their message when I called the number on the card was an automated messages saying my card had been reported lost or stolen I took the action to close all other accounts! What a mess! Why didn't they send me an email, text, voicemail?Desired Settlement: I would like to be compensation for the money it has cost me to replace other credit cards, change my bank accounts and file theft paperwork, and compensation for the two days I spent trying to resolve an identity theft, that did not exist.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about the closure and reissue of her Direct Express card. I have escalated her complaint to Direct Express Management.

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

Sincerely,

Comerica Incorporated

Review: On 8/15/14 I was made aware that my debit card may have been part of a data breach through Shaw's Grocery Store. I immediately contacted Direct Express to find out my options. 1) order a new debit card that will arrive in 5 business days or 2) pay $14 to have a new debit card in 2 business days. In talking with DE several more times over the next few days, those remained my only options. On 8/20/14 approx 1pm I contacted them again to have a new card issued (after I had taken a large portion of my money out of my acct). I again was told 5 business days. I contacted them today 8/28/14, because I have not yet received my new card. Now I am being told 5-10 regular days my card will arrive. That it has only been 8 days and I need to wait. Or I can order a new one and have it by 9/2/14.Desired Settlement: I am asking to have my card here ASAP, because I cannot be left without a debit card. They only provided limited options when they knew my information could potentially be at risk.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] is concerned about not receiving her Direct Express card. On August 20, 2014, a replacement card was ordered. On August 29, 2014, [redacted] contacted Direct Express and requested assistance to register her new card. Direct Express has encouraged [redacted] to contact them if she has any questions or concerns.

It appears [redacted] issue has been resolved. [redacted] can contact me also if she has any needs further assistance.

Sincerely,

Comerica Incorporated

Review: My grandmother uses this card for her social security benefits and is also the payee for my disabled Uncle and her sister-in-law as well so all three of their checks go onto this one card. My grandmother recently passed away July 13, 2014. So I will now take over caring for my Uncle. I will be his payee as well as my Aunts payee. I went to buy my Uncle some groceries with the card and it was declined it said Unauthorized User so I contacted Direct Express on Thursday July 24, 2014 the person I was speaking with never gave me the reason there was a hold on the account was also very rude should not be dealing with the public at all I was told that they would do nothing until they spoke with the card holder which is my grandmother who just passed and which I had already told them and they still said they had to speak to her? Well I would like to speak to her to but obviously that isn't going to happen. So after about 30 minutes of arguing with this person the finally result was they have to send me a packet I have to fill out and send back to them. Today is August 1, 2014 I still have not received anything from them and on top of that they have deposited two more checks instead of denying them and sending them back which was a requirement by the SSA. This is horrible my Uncle and Aunt survive off of this money and have no way to pay rent, eat, or pay any bills because there is a hold on the account and now the two other checks are on hold to. When we spoke to Social Security they said we feel sorry for you having to deal with this company they will not make anything easy for you. This is so sad that you run your business this way. I know a lot of elderly people use this card because they are not aware of any other ways to deposit checks, like a bank account. You're company should be ashamed to treat people the way you do and to take your sweet time when you know people depend on this money to live. How are you going to add money to an account that cant even be accessed? I am confused.Desired Settlement: I would like them to send out the paperwork and stop taking their sweet time to do it. There are two people depending on these checks to live. I would like them to stop accepting the checks that are sent when they know they rightfully should be denying them and sending them back to Social Security.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concern involves her grandmother's Direct Express card. I have escalated her complaint to management at Direct Express.

Direct Express has been unsuccessful in reaching [redacted] by telephone or email. It is imperative they speak with her as soon as possible. On August 7, 2014, Direct Express sent [redacted] a letter to contact [redacted]t. [redacted]'s telephone number is [redacted].

Please encourage [redacted] to contact [redacted] so Direct Express can assist in resolving her concerns.

Sincerely,

Comerica Incorporated

Corporate Quality Process

Review: I have a very serious problem My social security benefits are through direct express and they allowed someone to change my information and never notified me and my funds were put on a fraud card and they are responsible for my social security money and I know they have loan money that they could of applied to my card. I never ordered a new card and now they are charging me 13.50 for another card I dont think thats fair they should replace my card and my 991.00. Please help me with this matter.Desired Settlement: My social security benefits returned and no charge for that card.

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 her Direct Express card.

On 4/03/14 - Ms. [redacted]'s filed a dispute with Direct Express for multiple unauthorized transactions totaling $971.00 that occurred on 4/3/14.

On 4/03/14 - Direct Express placed an alert on the card.

As of 4/10/14 - Direct Express has not received the dispute paperwork from Mr. [redacted]. The claim is currently pending, awaiting additional information from Ms. [redacted].

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

Sincerely,

Review: I have been waiting for almost a year for a card for an account where Social Security has been depositing money for my child. I've been given the run around. I've requested the card on a number of different occasions-they have yet to send out a card; responding that I've never requested it. I've called and called; they continue to quote me prices for replacement card and expedited fees (which I am not paying and I do not think that I should have to. Especially when they are withholding the card for unnecessarily. They refuse to admit that they are wrong and to accept responsibility. I should not have to wait a year for them to release a card; especially when they opened an account and gave Social Security a number where they could deposit the money. If they didn't have correct information for me or was unable to verify certain information; they should have 1) made that known; 2) should have never opened the account. If there is information that is needed to verify identification they should contact an individual; the customer should not have to call over and over for they same reason.Desired Settlement: Outside of an apology, I would like funds to be released, policies to be changed; they should cover an replacement and expedited charges when they are in the wrong. They need to contact customers when they need to verify information; treat customers fairly and respectfully. I want no more dealings with this company

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]. Ms. [redacted]'s concern involves her Direct Express card.

I escalated Ms. [redacted]'s complaint to Direct Express Management and have been informed that her issues have been resolved. Below outlines how her complaint was resolved.

On 08/14/2013: Ms. [redacted] contacted the Direct Express call center. Her last name was misspelled on her card. She was advised to fax two forms of ID.

On 08/15/2013: A fax was received; however, the social security card was not signed and therefore the ID was not acceptable.

On 10/10/2013: A signed social security card was received, the last name was corrected and the alert on the card was removed. Ms. [redacted] had access to her card.

On 03/05/2014: Ms. [redacted] called Direct Express to request a new card. She was offered the two shipping options for the card, regular mail or expedited delivery with a fee of $13.50. Ms. [redacted] disconnected the call, so no card was ordered.

On 03/25/2014: Ms. [redacted] called back and advised she hadn’t received the card; she was informed a card was not ordered. At this time, a new card was ordered and sent by regular mail. Ms. [redacted] called back and said she did not want the card. The card was cancelled.

On 03/27/2014: Direct Express management contacted Ms. [redacted] and expedited a card to her for free, as a one time courtesy. Ms. [redacted] should receive the card by 03/31/2014.

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

Sincerely,