U S Direct Express

Review: To whom it may Concern;

Direct Express, Payment Processing Services, Since March 1st, 2013 is refusing to return my Social Security benifits back to me, Since I have made it very CLEAR to them that I DO NOT WANT MY BENIFITS sent to Direct Express, Payment Processing Services, and have demanded that they close the Account and RETURN my Benifits to me, that I've been trying to get them to do now, since March 9th, 2013!Desired Settlement: Refund-Check

Review: my problem is that I receive ssi payments from the us treasury and the money is loaded onto this card every 1st of the month

my childs mother has always had my information so when we decided to end the relationship I moved out and since she had all my information she decided to call my card and have it cancelled . at which time I was informed by the us direct express that I would have to fax in 2 forms of id to have a new card issued. I proceeded to send it the information on october 9th then again on the 10th cause I was told that the fax was never received . I then called on the 12 at which time I spoke with a supervisor that changed my information in the system so that any information that my child's mother had was taken out and would not be able to mess with my account anymore. they did change the information but then later that evening she called by in again and cancelled it again at which time they suspended my account and now I have to fax over the same info again. my problem with this company is they should not have allowed her to cancel a card that she is not the card holder and every time she calls in they will continue to cancel my card and it's not fair that they are allowing her to do thisDesired Settlement: for them to not allow anyone but me to change the information on my account

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] concern involves someone with access her his personal information, card number, etc., cancelling his Direct Express Card. It is my understanding that Direct Express management has spoken with Mr. [redacted] and advised him to speak with the Social Security Office to further validate his identity.

Please have Mr. [redacted] contact me directly if he has questions or further concerns.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they are still allowing someone to cancel my card everytime I send in the 2 forms of identification and when they do send out the card they do not send it to the address that I tell them too they send it to the address that my childs mother tells them too. she has her current boyfriend calling in when she finds out that I sent away for another card and when she does that they change the address to what ever she tells her new boyfriend to say. I have spend 100 dollars in fees thus far just trying to get my card all they need to do is to put a password on my account something that only I know so that when she has her boyfriend call in and try to change things he would have to tell them the password that I have specified and if he can not then do not allow any changes

Regards,

Business

Response:

Revdex.com,

I have spoken with Mr. [redacted] and he has explained to me that he has redirected his monthly benefit. I understand that this situation has been very frustrating for Mr. [redacted]. I can truly empathize with how difficult it has been for him. I have forwarded his question about placing a "password" on his card as an extra layer of protection.

Please have Mr. [redacted] call me if he has further questions or concerns.

Sincerely,

Vice President

Comerica Incorporated

[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: as of this date november[redacted] 2013 I have not recieved my card everytime it's the same thing over and over again every time I send in my fax and they keep saying they are not getting it and when they do say they got it and is sending me a new card I check the status of my card and for some reason they go back to saying that they need a fax this is the second month I haven't gotten my social security payment which is still sitting on a card that I can not get I don't see why it takes 3 days to get a fax when it goes from fax machine to fax machine I spend money every time I need to fax this information I need my money im on the verge of being kicked out of my house cause my rent hasn't been paid cause my money is on a card that this company refuses to send I cant keep going through this anymore. please help me in this situation

Regards,

[redacted]

Business

Response:

I have had numerous conversations with Mr. [redacted] about his concerns with the Direct Express card and I believe all of his concerns have been resolved.

Thank you!

Vice President

Corporate Quality Process

Review: I filed a fraud affidavit for the reimbursement of funds stolen from my card. I filed the appropriate paperwork with this company within the specified time frame and provided the company with evidence to support my claim. I was advised by a representative that the reason they are denying the reimbursement was because the places that whomever went to withdraw funds from my card was in the vicinity of places that I had used at a previously as a customer. I was advised that they had conflicting information in regards to my claim. The reasons stated by the company were not valid conclusive evidence to support denial of my claim. I was further informed by a very rude and unreasonable representative that if I continued with my claim, he would make sure that he received my complaint and he would make sure that I was never received a positive result from my claim.Desired Settlement: I would like for Direct Express to honor their policy to refund the credit due to me as stipulated in the agreement & Terms and conditions provided with the company when I signed over my Social Security Retirement funds to be directly deposited into their bank.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. I escalated her complaint to Direct Express Management to investigate and below is a summary of the outcome of her dispute.On January 4, 2015, Ms. [redacted] opened for two alleged unauthorized ATM transactions totaling $744.00 that occurred on 01/03/2015. Ms. [redacted] states her card was stolen. 01/20/15: Direct Express received Dispute paperwork.01/20/15: Claim was denied for conflicting information including but not limited to the following: Ms. [redacted] states she does not keep PIN with the card, however, there were no failed PIN attempts/PIN changes prior to disputed transactions; total amount was not quickly removed from account; Ms. [redacted] has history at locations of both ATM withdrawal ([redacted]); there were no VRU balance inquiries prior to disputed transaction but exact amount of balance was known; after Ms. [redacted] cancelled card, no further transaction attempts were made on the account. 01/21/15: Direct Express management called Ms. [redacted] to explain the reasons the dispute was denied. Ms. [redacted] was not happy with the reasons the case was denied and stated she had never been to locations of disputed transactions. Direct Express management informed her that the transaction dates and amounts of previously non-disputed transactions made that same day at the same location she used previously. Ms. [redacted] ended the call. Additionally, Direct Express sent Ms. [redacted] copies of the dispute documents for her records.I understand that Ms. [redacted] is upset about the outcome of her dispute, but the decision remains unchanged.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The reasons that they stated as basis for the denial are not valid as the record indicated the ATM's that a person uses should not matter when a person steals another persons debit card. There was police information to validate that I was not the person in possession of my debit card at the time of the theft. Therefore, could not have any knowledge of where the person used the card. Again as I stated before the places of use should not be valid reason for denying a person claim for reimbursement.

Regards,

Business

Response:

Revdex.com,I understand that Ms. [redacted] does not agree with the denial of her claim, but after a thorough investigation by the Direct Express Fraud investigator, the decision remains unchanged.Additionally, Ms. [redacted] stated she does not keep her PIN with the card, therefore, the fact that there were no invalid PIN attempts or PIN changes means the PIN was known to the person using the card. Please note that the Ms. [redacted] had two transactions on 01/02/15 made at the same locations she is disputing. 01/02/2015 [redacted], AR, [redacted] $ 24.20 01/02/2015 [redacted], AR, [redacted] ATM CASH WITHDRAWAL $ 102.00 In conclusion, Ms. [redacted] claim remains denied.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I previously stated in my initial fraud claim. My card was stolen by a person known to me. I filed the appropriate charges with the [redacted] Police Department and provided Direct Express with that information. The person who stole my card and was therefore able withdraw the funds from my card was my personal accountant that I had reason to trust prior to this incident. I did not authorize nor give this person my PIN number nor was I aware that he was in possession of this information. The fact that there were no invalid PIN's used does not indicate any valid proof to validate the reasons for the denial of my claim, furthermore the ATM machines used previously by myself thus furthermore does not indicate that they were not used by the person who stole my credit card. I have been informed and thus further charges have been made against the person who stole my card and was able to remove the funds from my account. I have also stated that I would like proof validating the research conducted by Direct Express to validate the denial.

Regards,

Review: I was charged for issuing and shipping of a replacment card due to the companys error and I still have not received a refund for the charges. Total of $17.50 . Each time I call I either get disconnected or told they will send in my request.Desired Settlement: I want my refund as promised

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about fees he was assessed for a replacement Direct Express card. I escalated his complaint to Direct Express management for review.I have been informed by Direct Express that on 03/30/15 a reimbursement in the amount of $17.50 was credited to Mr. [redacted] card.Sincerely,[redacted]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: On August the 4, I reported a fraud of my direct express debit card. My wife drop the card and someone picked the debit card. By the time we realize that the card was lost, someone had pick the card up and proceeded to use it. They went to family dollar store and spent 74.00+-. We report it to the police and to direct express. When dealing with direct express they made a decision about 2weeks ago and said it was my fault for giving my wife the debit card.Desired Settlement: I wish that they would reconsider there options and refund the money that was stolen from me!!

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to investigate.Mr. [redacted] will be notified by Direct Express of the outcome of the investigation.Please encourage Mr. [redacted] to contact me directly of has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: HELLO THIS COMPANY IS THE DESIGNATED COMPANY FOR PAYMENTS THROUGH THE US SOCIAL SECURITY ADMINISTRATION. I'VE HAD SEVERAL COMPANIES CHARGING MY CARD WITHOUT MY CONSENT, OR WITHOUT SENDING ME THE MERCHANDISE I PAID FOR. I RECENTLY FILED 2 DISPUTES 1 FOR $1500.00 SERVICES NEVER RECEIVED I MOVED THEREFORE AM NOT ABLE TO GET THE 2 TREATMENT SO I PAID FOR NOTHING, YET DIRECT EXPRESS HAS THE SAME ANSWER TO ALL DISPUTES AFTER THEIR INVESTIGATION NO ERROR WAS FOUND.IF THIS WAS INDEED THE TRUTH THERE WOULD BE MEDICAL RECORDS DOCUMENTING THE PROCEDURE, DATE OF PROCEDURE ETC. I ORDERED A JACKET OFF ALIEXPRESS AND WAS CHARGED $54.12 HOWEVER NEVER RECEIVED MY JACKET, ONCE AGAIN I RECEIVE A LETTER STATIING THEY COULD NOT FIND ANY ERROR IN THE CASE. I CAN'T FOR THE LIFE OF ME UNDERSTAND HOW A PERSON LIVING ON DISABILITY CAN BE ROBBED SO MANY TIMES BY COMPANIES AND THE CARD PROVIDER REFUSES TO ASSIST IN SETTLING THE DISPUTE. THIS IS UNETHICAL, ILLEGAL AND IMMORAL. I HAVE NUMEROUS OTHER CHARGES THAT I JUST LOST MONEY FOR AND AM TIRED OF A COMPANY WHO CHARGES YOU TO USE THE CARD OFFERS NO CONSUMER PROTECTION AGAINST FRAUD OR MISUSE. I WAS TOLD TO CALL THE COMPANY WHO CHARGED ME. WELL I THINK IVE ALREADY DONE THAT AND RECEIVED NO POSITIVE INTERACTION. THE SOCIAL SECURITY ADMINISTRATION WILL ALSO BE NOTIFIED ABOUT THE POOR BUSINESS PRACTICES OF A CARD THEY PROMOTE. I WANT MY MONEY REFUNDED TO ME /.Desired Settlement: I WANT THE $1500.00 CHARGED BY DR [redacted] I. [redacted], MD PC BECAUSE I DID NOT DO BOTH TREATMENTS (EACH TREATMENT IS $1500.00I WANT THE $54.12 CHARGED BY ALIEXPRESS FOR ITEMS THAT WERE NEVER SHIPPED TO ME, I HAVE NO RECOURSE THIS IS AN INTERNATIONAL COMPANY

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] N [redacted]. Ms. [redacted]'s concern involves a dispute she filed on her direct express card. I have escalated her complaint to management at Direct Express to investigate and contact Ms. [redacted].

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

Sincerely,

Vice President

Comerica Incorporated

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

Review: On June 11,2014 I requested that a replacement card be mailed to my address and I have not received my card and todays date is July 8th and I have made several attempts to have this problem resolved on my own to no avail. This card is the only way that I can access my social security benefits.And not having my card is putting me at risk of becoming homeless due to the fact that I cannot pay my rent.When I request expedited service I have had no luck I am told that it was going to cost me $30.00 to have it shipped to me I am on a fixed income so that is a little hard for me to handle paying. I have requested several times that I be able to speak to a supervisor in regards to this matter I have been told that no supervisors are available or that they can't connect me to one because the supervisors wouldn't be able to assist me any differently than they did. I pay a monthly fee of 21 dollars to have the card service and that doesn't include the fees that I get charged at atms and even retail transactions. Please assist me in getting this matter resolved.Desired Settlement: I need my card ASAP!

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. I have escalated her concern to management at Direct Express to investigate and contact Ms. [redacted].

I have been informed by Direct Express management that on 07/10/2014 they called Ms. [redacted]; she answered and stated she was on another line and ended the call. On 07/11/2014 Direct Express left Ms. [redacted] a voice-mail message requesting she return their call. On 07/14/2014 Direct Express attempted to reach Ms. [redacted] again and left a message with woman who answered the phone asking Ms. [redacted] to return the call. To date, no return call has been received from Ms. [redacted]. Direct Express needs to speak with Ms. [redacted] since they have been unable to identify what account Ms. [redacted] is referencing.

Please encourage Ms. [redacted] to return the calls from Direct Express or she can feel free to contact me directly at the telephone number listed below.

Sincerely,

Vice President

Comerica Incorporated

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

Review: I have a customer complaint against Direct Express card service. On 4/03/2015 I call Direct Express to report a problem with the ATM machine at US-bank at [redacted] I was getting withdraw out of the ATM machine for 400.00 and only got back 380.00 their was a 20 dollar bill fold in the machine and the machine it as two.Desired Settlement: I reported problem they said that they would send me out some paperwork I never receive please help me. My ph# [redacted]. Thank You and God Bless You

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I escalated his complaint to management at Direct Express to investigate. Below is a summary of the investigation:04/03/15: Dispute SR#[redacted] was opened for an alleged ATM misdispense in the amount of $400 that occurred on 04/03/15. Mr. [redacted] states he only received $380 of the $400 requested.04/10/15: A chargeback was processed and provisional credit. A credit in the amount of $20 was applied to the account. Letter sent to Mr. [redacted].04/17/15: Merchant represented; and on 04/21/15 the provisional credit issued on 04/10/15 in the amount of $20.00 was reversed. Letter was sent to Mr. [redacted].04/22/15: Mr. [redacted] called Direct Express and was advised the provisional credit was reversed because the merchant represented.04/28/15: Mr. [redacted] called the Direct Express Call Center inquiring why credit was removed; he was informed the merchant represented and advised to work with the merchant to resolve the issue. 04/28/15: Mr. [redacted] was sent an April 2015 statement for his records. In summary, US Bank indicated that their ATM did not malfunction therefore, Mr. [redacted]'s Direct Express card was debited the $20 provisional credit.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: On November 14, 2014 I went to the store and upon checkout I realized that my debit card was missing. I immediately reported the card missing to Direct Express and they told me my card was used in that store thirty minutes ago for the amount of $30.07. After I got off the phone with Direct Express I returned to tell the manager who directed me to the security in the store. The security guard tried to pull up the time and see who used my card however he told me that it could not be done until the next day, in which I should return and call the police to file a report. I then went home very upset and disappointed. I returned to the store the very next day and went straight to security. The security guard assisted me by pulling up the date and time that the card was used thus finding the culprit. The security guard showed me an African American male with a grayish jacket and a black hat with a white symbol on it using my green direct express card to purchase a few items of clothing, because I only had thirty dollars and seven cents remaining on my card he then paid cash for the remaining balance. After the culprit was found on surveillance, I then called the higher authorities to file a police report. A police officer came to the store and took down the information that I gave to him as well as looked at the surveillance video. The officer then gave me a police case report number so that I can give it to direct express to assist with the recovery of my money. Direct Express sent me a questionnaire of fraud which I filled out and attached the police report. On December 11, 2014 I was notified by mail that direct express would not return my stolen money because it can't be confirmed that fraud occurred. On December 11, 2014, I then talked to [redacted] at direct express who told me to write a letter with additional information and stating higher authorities were involved. I did this even though I had already given this information. They also said it would take another 45 days to process in addition to the days I had already waited from sending the questionnaire. I called back January 13, 2014, and was told by [redacted] that the case was still closed and she didn't know if they even received my letter therefore I needed to wait a few more days and call back. I asked if I should send the letter again and she said she did not know, I asked if I could fax it and she said they do not do that. So I told her I would contact someone higher up. I called a couple people that are higher ups and never got any return calls. At this point I am very upset and frustrated that I have not gotten my money back that was stolen from me. I also do not know what to do at this time because calling them does not get me anywhere. This is my disability money that I need to live and it is not right that my money is not protected.Desired Settlement: To have my thirty dollars and seven cents returned to 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 for review. She will be contacted by Direct Express with the outcome.Please encourage Ms. [redacted] to contact me directly if she has any questions.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: The [redacted] Public Guardians office is the Legal Guardian of their customer. On many occasions we have attempted to contact US Direct Express and resolve a matter and have been unsuccessful. Their customer service line is almost impossible to navigate through and they do not provide an option to speak directly with a representative. Our office is attempting to obtain the remaining funds on behalf of our ward. He is deceased and as the court appointed guardian need to have the funds moved into his Estate Account. We have the legal paperwork and authority to do so however the customer service representatives continue to ask to speak with the ward although they are aware he is deceased. They are asking for old address which this office would is not privy to. They indicate that they do not have a legal department or an address where correspondence can be sent. We need to speak with the individual who understands guardianship and where our documents can be provided. It was stated that a death packet would be sent however as of today it was indicated that it was sent to the address on the account versus the public Guardians address that was provided to [redacted]. This is holding up the closing of this case.Desired Settlement: We need an individual where The legal paperwork can be sent and also to have the Death Packet request sent to [redacted] Public Guardians at [redacted], LV, NV [redacted].

Business

Response:

Revdex.com,I have received the complaint submitted to your agency by [redacted] of [redacted] Public Guardians. The complaint concerns the Direct Express card for [redacted].I have escalated this complaint to Direct Express management for review and Mr. [redacted] will be contacted directly. Additionally, I have spoken to Mr. [redacted] and explained the process and provided him with my telephone and email address.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 and I'm awaiting a response from US Direct Express to conclude this matter.

Regards,

[redacted] Public Guardians Guardians

Review: On 12/07/2014, fraudulent charges appeared on my account history. On 12/09/2014, Direct Express processed the charges and I disputed them! The charges are blatant, as they were made in Canada. I filed a police report days later. I received my dispute packet on 12/19/2014, and mailed it back that evening. The customer service is rude and confirms that I may not be refunded. Someone stole my SSI and customer service told me not to bother with contacting Social Security or a lawyer, because they can't help.Desired Settlement: I want a full refund to my debit card.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about a dispute he filed on his Direct Express card. I have escalated his complaint to management at Direct Express to research and contact him with the results.Please encourage Mr. [redacted] to contact me with if he has any 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 Have been trying to change my direct deposit of my va comp check since last may and get nowhere with the customer service reps, they take my information, and yet month after month it continues to go into the direct express account I want to close. please help!Desired Settlement: please contact them and see if they have a reason for this, I'm Guessing they dont want to lose money, but thats too bad, I dont want my check going there anymore

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] is concerned about his VA benefit. I have escalated his complaint to management at Direct Express to investigate and contact him directly.

Additionally, I have left [redacted] a voice message to contact me if he needs further assistance.

Sincerely,

Comerica Incorporated

Review: I called Direct Express on 10/3/2014, to discuss the charges that had been billed by a vendor and needed to be refunded. I had been in contact with the vendor, who advised that she could stay on the phone with me and talk to Direct Express and let them know that the payment was double billed, so that Direct Express could release the money back into my accout. When the represeentative ([redacted]) answered, she heard the noise from the vendor's call center and asked in anyone was on the phone, I explained to her that, I was the card holder and that , I have them on the phone to verify their mistake. She continued to tell me that she could not speak to me with anyone on the phone, the vendor's rep asked if she could "disconnect" from the call, so that Direct Express could verify whatever info they needed then she would retun to the call and, let them know that I was double billed and that it would be fine, to release the funds back to me. The Direct Express rep stated this was not an acceptable solution and that she could not even speak to me directly. She placed me on hold and brought back, her supervisor ([redacted]), who stated that the call was being recorded and that she could not speak to me with them on the phone. The vendor took, my phone number and said that she would call me back later. Now, when [redacted] and I were on the phone, I expressed to her the reason for this representative being on the phone and what difference would it make, if I gave my permission. I then told her that since she was recording the conversation, so was I, because I wanted a valid reason why, they could not speak to me. She stated that since I was recording too, she was disconnecting the call.

I called back and spoke with a Supervisor ([redacted]) explained to him, what happened, why I had the vendor on the line and he verified my identify and resolved my issue. The same thing that the other representatives could have done. I asked [redacted] what the complaint process was for their company and was advised that if I wrote a letter to the Corporate office, someone "may" contact me. My other option was to call the San Antonio call center back and ask for a manager other than [redacted].Desired Settlement: I would like to see a complaint process listed on their website that goes to the corporate office directly, with an email or complaint department phone number listed. Direct Express can guide you on how to file a complaint against the vendors, but what about complaints against themselves and their failure to provide good service to it's clients?

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about a charge of $220.60 on her Direct Express card. I have escalated Ms. [redacted]'s complaint to management at Direct Express to investigate.

Direct Express management has informed me that on 10/2/14 Ms. [redacted]'s card was charged $220.60 and another $220.60 was attempted but was declined due to insufficient funds. On 10/7/14 the $220.60 charge expired and the funds were never taken from the account.

Please assure Ms. [redacted] that Direct Express management has reviewed the conversations and have addressed the issues involved in the handling of Ms. [redacted]'s calls.

Additionally, I would be happy to speak with Ms. [redacted] if she has any questions or further concerns.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have yet to receive an apology from the representative or the supervisor who offended me with their words and actions in handling this matter.

Regards,

Business

Response:

Revdex.com,

I can assure you that management at Direct Express has thoroughly reviewed all conversations with Ms. [redacted]. Additionally, corrective action measures have been addressed. Please express my apology to Ms. [redacted] for the inconvenience and frustration she experienced.

We also appreciate that Ms. [redacted] took the time and effort to share her experiences with us. This provides us with an opportunity to improve the service we provide.

Sincerely,

Comerica Incorporated

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: My debit/credit card that receives my daughters and my survivor benefits was compromised and they allowed over $2700 in fraudulent charges to be charged to my account. I receive these benefits because my husband committed suicide and they are what I use to SUPPORT my daughter. I have gone through their ridiculous process for filing a fraud claim and all they do is say "I am sorry we can not assist you until we receive back your paperwork" - I have submitted it and even OVERNIGHTED it to the processing center in San Antonio. I have made over 37 phone calls to try to remedy the situation and they will not tell me when they will refund my money. I've heard everything from 10-90 days which is NOT acceptable. It is VERY obvious that I did not make the charges and they are the ones who brought it to my attention.Desired Settlement: I WANT MY MONEY BACK SO I CAN PROVIDE FOR MY FAMILY - QUICKLY.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] is concerned about a dispute she filed on her Direct Express card. I have escalated her complaint to Direct Express management to investigate. [redacted] will be contacted by management of the outcome of the investigation.

Meanwhile, please encourage [redacted] to contact me directly if she has any questions or concerns.

Sincerely,

Comerica Incorporated

Review: I am very disappointed with the experience and low level of customer service at US DIRECT EXPRESS. I unfortunately lost my debit card and have had to jump through hurdles to get a new card. I was told to fax a copy of two forms of identification and my request would be processed in 3 business days. I went ahead and faxed a copy of my driver’s license and US passport. After 3 business days I called to find out if my request had been processed and I was told I also had to fax copies of my social security card and it would be an additional 3 days for processing. Meanwhile I have no access to my funds and no alternatives to relieve the issue. I expressed to several of your representatives my frustration and they coldly told me to take my money elsewhere if I wanted. I would if I could access my money! I asked to speak to a supervisor and apparently according to your representatives there is no management there. I find that a little hard to believe. I was initially misinformed about the necessary paperwork to process my request and after my 3rd attempt to fax the correct paperwork they will not process my request for a new debit card. I have been without money for weeks and I need this issue resolved ASAP. I understand having security measures for obtaining a new debit card but this has reached a level of absurdity. Please help me get my paperwork processed so I can access my money. I have faxed copies of social security card, driver’s license and passport on 3 occasions.Desired Settlement: The company has a responsibility to process my request and offer a high level of customer service.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Mr. [redacted]. Mr. [redacted]'s concern involves the service he has received and the ability to access the monies on his Direct Express card.

I escalated Mr. [redacted]'s complaint to a manager and asked that they contact him as soon as possible to address his concerns.

Sincerely,

Business

Response:

Revdex.com,

Mr. [redacted] is concerned that he is unable to access monies on his Direct Express card. On November 12, 2013, Mr [redacted] notified Direct Express that he lost his card. Direct Express instructed him to fax two valid forms of ID in order to receive a new card. Direct Express has informed me that on January 29, 2014, Mr. [redacted] faxed to them a copy of his passport ID. Mr. [redacted] was advised that two forms of ID is required. On February 14, 2014, both forms of ID was received and a new card ordered and expedited to him.

Direct Express management has confirmed that Mr. [redacted] registered his card on February 19, 2014 and has full access to his funds.

Please do not hesitate to contact me directly if you have any quesitons.

Sincerely,

Review: I had sent a [redacted] transaction this card and it was cancelled. When I called to find out when it would be refunded I was meet with complete rudeness, unprofessionalism and complete disrepect and they were extremely nasty. I am still waiting for my refund even though it has left me without food for almost three days. I was told 5 days even after [redacted] immediately refunded the money back within minutes. Then later I was told because of the amount $520 the had to receive a fax which was also done. I was told it doesn't matter I have to wait unitl it is done . My main complaint is the time it is taking and the complete and utter disrepect that I received from the personnel of this companyDesired Settlement: I want my money back and an apology for the rude and unprofessional behavior of the customer service

Business

Response:

Revdex.com,

I have verfied with Direct Express that the [redacted] authorization was removed. I left a voice message for Ms. [redacted] to follow-up with her about the service she received.

Thank you.

[redacted]

My card had been declined on several occasions despite having money in my account. Trying to get a hold of them to see what the problem was, was almost impossible. You keep getting rerouted by the automated answering service. When finally by chance I did get a hold of someone, she was extremely rude and unwilling to help. I couldn't get any answers to what was going on every time I asked a question she would get loud and agitated and eventually hung up on me. Trying to call back once again was impossible to get a hold of a person. Still now I have no idea whats going on.

Review: on 1-3-2014 we went to a [redacted] ATM that is located at [redacted]. The cash did not dispense out. [redacted] was not able to help us due to us not having an account with them and even though the ATM was thru [redacted], the ATM is services by an outside company. We then was told that we had to dispute thru Direct Express which we did. Direct Express stated they would send us a Dispute Form that needed to be filled out. But in the meantime, we checked the account and found that the money was there. So I was under the assumption that the issue had been resolved. We went to another ATM due to the problem withdrawing and Citizens does not charge a fee to withdraw. We then called Direct Express because we received a letter stating that they were reversing the credit because due to their investigation they could not find anything showing that the money was never received. Again we tried to explain the situation and they kept just brushing us off. So SSI deposited the funds again but Direct Express took the money back due to the reversal of the provisional credit. And since Direct Express got their money back, we tried to start the process again of getting the $483 which is owed to ME back. They refuse to talk to us, they representatives laugh at us when we try to explain which really causes a lot of frustration, and more frustration because the impression is that they think we took the money. Direct Express proceeded to tell us their is nothing they can do because the investigation is closed. Direct Express also told us that they we needed more proof???? What kind of proof can we give. The problem is they are investigating the wrong machine. [redacted] Bank branch is located at [redacted] and they also have ATM machines thru out the hospital. And since the ATM's are serviced by outside vendors there is nothing they can do. They keep INVESTIGATING THE WRONG MACHINE. DIRECT EXPRESS will not even give us a chance to explain which I don't understand since they got their money back but we still are out of our money. Direct Express is making us feel that we stole the money and the only way we can do anything about it is if we get video showing that I never received the money. Its unfair that they will not help us with the matter. We don't know what else to do.Desired Settlement: all I want is my $483 credited to my account. I want Direct Express to investigate this matter thoroughly and stop making people like a piece of dirt. I am somewhat smart and most people who receive SSI would not be able to handle the way Direct Express representatives talk to you. Especially the ones at the 2nd level tier as they call it.

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]'s concern involves a dispute he filed on his Direct Express Card. I have escalated his complaint to management at Direct Express and requested that they reach out to [redacted] to discuss his concerns.

Please have [redacted] contact me directly if he has any questions or further concerns and I will be happy to assist him in any way I can.

Sincerely,

Comerica Incorporated

Review: My father passed away january 3rd 2013, he had approximately $270.00 on his direct express [redacted]. They cancelled his card about a week after his death with the noney on it. I was told to send in a death certificate and a letter of probate, which I did. I have yet to recieve the check. I talked to someone 6 weeks ago and they stated that a check was issued on april 9th,2013. which I have never recieved so they stated to give them 2-3 weeks to clear up the problem and here I am 6 weaks later still waiting on a check.Desired Settlement: I want the money

Review: In June 2013, I requested that the Social Security Administration issue me a debit card for direct receipt of my SSD (disability) payments. They informed me that they would forward the information to Direct Express. I received a letter from the SSA on June 28 stating that my card had been sent to me and I should have it by July 3, in time for my July 3 disability payment. The card did not arrive. I waited until July 5, when I called the SSA to ask about the card. At that time, they advised me to call Direct Express about the matter. I called and the CS rep informed me that the card had been shipped--to my old address in PA. He offered to issue a new card. I verified the address with him three times. He stated that it could be sent via UPS Express and would arrive on OR BEFORE July 9. That card--and again, it was the second card these people issued--did not arrive. When I called to ask why, I was informed that it had been sent to the wrong state. They then offered to "refund" the express shipping fee and issue me a THIRD card, to be delivered no later than 7 pm on Thursday, July 11. Given that they had already made two mistakes, I was not comfortable letting it go at that so I asked for a tracking number. They refused to provide one, stating that they "don't get the tracking number until the day of delivery." This is a blatant lie--[redacted] issues tracking numbers the moment they are informed that a shipping label has been created--in other words, on the DAY OF SHIPPING. When I insisted that they provide me with a tracking number, they hung up on me. TWO supervisors hung up on me.

These people need to provide customers with tracking information. Given their gross inability to do their jobs right, the customer has no way of knowing whether they sent the card OR even where it was sent!Desired Settlement: 1. I want a tracking number so that I can confirm that they have shipped my card.

2. I want apologies from every CS rep I have spoken to at Direct Express today, including the two supervisors who hung up on me. Ideally, I'd like to know that they had been fired, but I'll settle for apologies. IN WRITING. I also want letters of censure going in their personnel files.

3. I want the company's assurance that from now on, ALL customers will be given tracking numbers for their cards ON THE DAY OF SHIPMENT.

Business

Response:

August 15, 2013

Revdex.com

The complaint submitted to your agency by [redacted] involves a fee he was charged on his Direct Express Card and the service he received while attempting to resolve his concerns.

On July *, 2013, his card was credited for the $13.50 fee he was assessed for his card re-issue. Additionally, management at Direct Express are working with the customer service representatives to resolve service issues.

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

Sincerely,