U S Direct Express

Review: I am a customer of Direct Express and on there website it has options of notifications of deposits and low balance and I had the notifications go to my phone and now for the last 2 months the notifications have not been working I have called them several times to report they are not working. Each time they say they see that I have notification options set and I should be receiving them. I am not, they must think I just call to waist there time. They don't seem to believe that I am having this problem. They do not take my concerns at face value.Desired Settlement: 1) To have someone look into this problem.2) Develop a system to where someone who calls in with a problem that it can be sent to the proper departments to have the problem looked into.3) To follow up with the customer to insure that the problem has been resolve.If not they will lose my service and the money they make off my transactions. All my transactions are done with their card.Thank You

Business

Response:

Revdex.com,

I am in receipt of a complaint submitted to your agency by [redacted]'s concern involves automatic notifications to his phone regarding his [redacted] card.

[redacted] stated in his complaint that he wants certain notifications to be added back on his phone. He had it setup where he was notified when he received deposits and when his balance was low. [redacted] stated for two months it has not been working.

On 04/23/14 [redacted] engaged their IT Department to resolve the issue. [redacted] spoke to [redacted] to confirm his carrier so he can receive his notifications. [redacted] gave him their contact information in the event he needs further assistance.

Please encourage [redacted] to contact [redacted] if he has further problems with the notification system. He may also contact me directly at the telephone number listed below.

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. As long as they continue to work with me on solving this problem.

Regards,

Consumer

Response:

I have been a customer with Direct Express going on 4 years and in that 4 years I have had problems with the last year of service. I have contacted them a number of times for the same problem. Each time they close the ticket and each time I call in and have to start over. Part of that problem is that they expect you to put your life on hold and wait for up to a week to get back to you never give you an idea when they will call and even if you give them the times you are not available to call they will still call when you are not available. A supervisor has even put in the notes that I am disable and that it is hard to get to the phone and to instruct them to call back and they left a message that the will not call back They will only try to call you one time and if you are at a doctor’s appointment or have a nurse or and help aid who is giving me a bath they do not care they will only call one time. Now the federal Government has made them the only provider to get my social security benefits from them. Now they may say that I can go with someone else is not true, because it took me 6.5 years to get my social security and when I went in front of the admin judge she could not believe why it took me so long with all the denials except that social security never pulled any of my medical records and that they just kept denying me. But any how because of that I have a lot of medical bills that make it impossible for me to have a checking account or bank account or once my money would hit the account then anyone who I owe money to can take it. This is the only way I can get my benefits without any one taking it. Now back to the problem, I can’t get the alerts any more that the say I should get. I have did everything on my end that I can do I use to have straight talk wireless and T-Mobile and now I have Metro PCS and I still don't get the alerts. I tell them that I have ran across this problem in a different situation before and it had to do with my profile and no one believed me then until it was taken up to a supervisor and the profile was deleted and created again and it fixed the problem. Now I don't know if this has been done or not but with the way they dealt with my problem in the past I am sure they have not. I was promised before when I brought it to the Revdex.com that the person who responded to the Revdex.com inquire last year stated that they will work on this problem until it is fixed now with all my health problems and all the doctor’s appointment I have and all the hospitalizations I have had that I have lost the contact information of that person who responded to that inquire. But I was told that it would be solved. Well I am here to tell you it has not been. So that is why I am doing a new complaint. Also some of this is a ADA situation because with the Americans with Disabilities act that they are required by law to provide special arrangement for people with disabilities and to have them call more than one time is not a unreasonable request and that if I for some reason owed them money than they would keep calling until I paid or changed my number. Fix the problem, and make it to where I don't have to call in to create a new ticket. I to give me someone who will flow the problem from start to finish. TIP: WHEN YOU START AN ALERT SERVICE THEY SHOULD SEND OUT A TEST MESSAGE THAT THE CUSTOMER HAS TO RESPONT TO. Just like any other service. They make you enter your email address twice and you respond to that email and when you chose a text message option you respond to that text message. So the customer don't have to wait until an even happens like the deposit that happens once a month or a low balance. this is what you would have me do and the CSR would say that" ok everything looks right to call back if it don't work" and you would have to wait until next month before you call back and have to ask to speak to a supervisor before they would fill out a form to send it up to whoever it was that that problem would have to go to and still did not know it went there or not. The last time I spoke to someone they said they would send it to the program of the site and I have never heard anything back and it still does not work

Regards,

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted] is concerned about issues he is experiencing with his Direct Express card. I have escalated his complaint to management at Direct Express to investigate and reach out to [redacted].Please encourage [redacted] to contact me directly if has would like to speak with me.Sincerely,[redacted]Comerica Incoporated[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Revdex.com case #: [redacted]Revdex.com has been CC this.[redacted] I have tried and tried to contact you by phone at the phone nuber below and heard your voice mail. I stated that on the 4th of January 2015 that I was admitted to a hospital and they put me into a long term care at that point sometime during that time we talked because I was able to answer your call because I was not doing anything and I stated where I was at and even complained about the number of times I called to try to get someone to address this. But anyways you said that you made some changes and that we would have to see if it worked so then I was in the hospital until January 29, 2015 without access to my mail and email. But you had my phone number and never called and left a message even if I did not answer. In my complaint I stated that I was sick a lot and that I have nurse and other health care provider and aids to help take care of me. To keep me alive, to keep fighting. I have added some pictures to show the wounds I get on my feet that has caused me to get osteomyelitis. Maybe you might look that up and you would understand how serious this is and can be. The infections alone with out getting osteomyelitis is bad enough to take my life. I have in one of the pictures you will see I have already had a toe amputated and in another you will see how red and infected my leg was. Each time this happens It can take my foot, leg oand even my life. So maybe you can show a little compassion and understanding and not close the case so quickly. Also in this case and in many other cases dealing with Social Security customers we will have only 2 posable notification to get in a month. That is when we have a deposit of our SS payment and/or if we have the low balance alert and you know that. So for you to state that if you don't here from me by the 22nd of January just after talking to me on the phone knowing I was in the hospital and sent that letter out the on January 8 2015 knowing I will not get it and knowing that the only time I would get a notification from your system is on the 3RD of each month or if I get below the $50 low balance. Your company dose not allow us to get a text message or a email depending on the option we chose to know that the system is working at the time we make the choice. There is no way of knowing that we made a mistake until a month later it when we get are SS deposit and it dont work. I have kept my same number and changed to different phone providers and it still does not work. So it is with great certainly that it is not a problem with my cell phone companies. There should be on part of the process of elimination. I have stated for a long time that I believe the problem with my profile with your company's computer system. In my files which make up my profile that one of them that deals with the option to receive alerts have an unrecognize character or lack of or a coma separation fields in a data file. Somthing is not letting the system not send out the alerts to email, text or even the phone call alert. So to keep it simple, I am sure u have used the mail merg with Microsoft and the database where when you don't create the database or the variable right in the mail merg that your output is not right or letter. So please check all posable ways why this is not working and keep the case open until you get a answer that it is working. Don't close the case when you know I would not know if it is working or not until after the depot is made. There are months that I do not fall below the $50 low balance alert.Thank you[redacted]________________________________________On Wednesday, January 7, 2015 Direct Express1 <[redacted]> wrote:[redacted], I was requested to contact you regarding our Direct Express Debit MasterCard. We have been unsuccessful in reaching you by telephone. When you have a moment, please contact our offices at the number below so we may assist you. If necessary, you may call collect. If you no longer need assistance, you may disregard this message. Thank you,[redacted]Card Services, Center of Excellence tel [redacted]fax [redacted]

Review: Refuse to send me a new Direct Express Card with my correct name [redacted] when I send in paperwork of my last name as being [redacted]. They put my name [redacted] on the Direct Express card, that was NEVER my last name and I was NEVER MARRIED. Still will not send me the correct card after I send in verification papers via fax. They got the paperwork, what else do I need to prove to get the correct card? I shouldn't of had to prove nothing in first place because they are the ones who made the big mistake to give me the wrong last name on the card. I am just the payee for my daugther [redacted]. She has her dad last name and him and I were NEVER MARRIED! I have my maiden last name [redacted] since BIRTH!Desired Settlement: I would like a new replacement Direct Express card with my name [redacted] on it! Fix it and correct the problem or else I will take this to court.

Consumer

Response:

Just letting your know that I put in an complaint last with against Direct Express, now everything is solved. So close the case and thank you.

Review: This company handles Social Security benefit payments for the individual I'm a payee for. Inside of two years I've two seperate times not being able to withdraw funds when made available, having my card declined, but still charged for the amount and paid out hours later and having funds at the ATM declined when they were there but still deducted from what was available in the account.

The first incident was back between May and July of this year, when everyone at the ATM was not able withdraw some or all of their money from their account on multiple tries. We kept getting error receipts saying, "Unable to Process"; Unable to Continue"; Financial Institution Unavailable".

I went to several different ATMs trying to withdraw money and the same thing kept happening. After an hour had passed; I was finally able to get money but not all and on the next withdrawal it was declined because there was insufficient funds because they had processed they payment but I didn't receive anything from the ATM.

It wasn't until 9AM the next morning and after I called every news station in Jacksonville, that they replaced the money. This month (10/31/14) the same thing happened again but I was able to get all my money from the ATM, but my POS purchased was declined and I never got the products I was trying to purchase. The purchased was declined and an hour later it was authorized and taken from my account by Direct Express.

They have refused to replace the money and wants me to fill out tons of paper work anyway. I'm out of $62.79 with no purchased products to take possession of and I want my money back.Desired Settlement: Put the money back in the debit card account NOW!!!!!!!!!!!!!!!!!!!!!

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. Ms. [redacted] will be notified by Direct Express of the outcome of her dispute.

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

Sincerely,

Comerica Incorporated

Review: on 3/02/2014 at around 11pm I contacted my credit card company to question a transaction. At the time of the call I did not mention fraud, I just wanted to question a transaction, the customer service rep told me she was closing my card and mailing me a new one. I told her please dont cancel my card !! I will be with out money to get home,, I was 3 hours from home and had no cash on me. she says; well I dont care I canceled your card. plus they charged me for a new one. I was stuck 3hours away from my home in the middle of the night. All I did was ask a question I did not report fraud at that time and they closed my card. plus charged me for a replacement That I didnt ask for. I tried to speak to a manager but they keep hanging up on me. Then on 03/08/2014, I filed a claim to dispute a atm charged where I never received money. I had $200. taken from my acvount without receiving cash. now for me to receive credit my card company ( derect express) needs to receive my complaint form within 10 days from the initial call. will I mailed the form the same day I received it and they said they never did I asked them to mail me a new once. again I mailed it back the same day now once again They said they never received it. They are trying to avoid giving my credit so they are saying tbey never received my form. Once again when I tried to call they just give me run around and are very rude telling me just deal with it. I have my Social Security and Disability money deposited with this companyand they just keep taken money from me with out my authorization I tried many times speaking to management but I get nowhere. please help me..Desired Settlement: to be credited for the changes on the replacement card and to be credited for the $200 disputeI filed on 3/08/2014

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. I have escalated his complaint to management at Direct Express and I am awaiting their response.

Please encourage Mr. [redacted] to contact me directly if he has any questions or 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: Dir. Express is a company full of incompetent employees. Starting in Feb. of 2014 company failed to deposit social security funds in my account resulting in late payments of bills and severe distress. I made many, many calls to this company and representatives would not cooperate with me and refused access to managers . On one or two occasions a sympathetic representative allowed me to speak with a supervisor. Finally after 6 months I received my social security funds from Feb. In August 2014 again I was informed of suspicious activity on my debit card. I was informed by a Dir. Exp. representative that someone had used my debit card in Pretoria, South Africa. I informed the representative that I was not in South Africa, did not know of anyone in South Africa and did not authorized anyone to use my card. My account was completely deleted of all funds. This matter is causing severe distress. I cannot pay my bills, buy food, put gas in my card, etc. I was informed by dir. express that this matter could take up to 3 months to resolve. I simply cannot afford this situation and again I was put in a precarious situation with my creditors. PLEASE, PLEASE, PLEASE help me. When I questioned direct express about an address or full name of supervisor I was told that direct express has no address and my situation did not require an address and that there was no need to speak with a supervisor. I have a severe problem hereDesired Settlement: Department of Treasury and Social Security Administration should terminate contract with this company immediately. If this has happened to me it is probably happening to a thousand others.

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 complaint to management at Direct Express to investigate and reach out to Ms. [redacted].

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

Sincerely,

Vice President

Comerica Incorporated

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

Review: I have made repeated requests to have this matter taken care of. There is NO way an individual can contact this company unless by phone. The wait time is always over 5 minutes and having a pay-as-you-go phone service makes this difficult to say the least.

US Direct Express made a charge onto my account due to their error. I was sent a 'new' card and my Social Security Disability benefits were put on a card I didn't/don't have custody of.

When contacted, US Direct Express stated that due to the error being 'their' fault, I would receive a replacement card, as a one-time courtesy, via next day mail. Really, Next Day? This request was made before 0600 on the 3rd of the month. My replacement card was not received until the 8th of the month. I was given excuses of the 4th of July is a holiday. OK, the 4th is/was a holiday, if this was sent 'Next Day' why didn't I get this until the 8th? This should of been received on the 5th, didn't get it until the 8th!

This company will do nothing for the individuals they have control over their money. I am still waiting for a refund I asked for in February 2010 - gee, what year is it? 2013!!

I did not authorize any charges from this company to be taken out of my account, this was an offer from them as a one-time courtesy - obviously, it wasn't.

Made an additional complaint over a week ago, I have heard nothing in response and the credit I am due is not on my account.Desired Settlement: and also an apology. I feel I am due both, from someone other than a customer service individual. Where are the supervisors? I am still waiting for a return call since December 2011.

I want the money back this company stole from me. I am on a fixed-income, I do not give away my benefits. I WANT MY MONEY BACK

Business

Response:

Revdex.com,

We will research this matter and respond shortly.

Thank you.

Comerica Incorporated

Senior Vice President

Corporate Quality Process Department

313.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: this is the same response which is always given - there needs to be something done this time. I have been waiting since December 2011 for a return call!

Regards,

Business

Response:

Revdex.com,

We will request that Direct Express Management review this claim again. We will also request that this customer be contacted to discuss all of her concerns.

Upon receipt of information after the review we will respond to your agency.

Thank you.

Comerica Incorporated, Senior Vice President, Corporate Quality Process Department

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.

I have an account with a bank now and am very grateful I will no longer need to deal with this company. They are scammer and I am not the only one who has had/has problems with them!

Thank you for your attention to this matter.

Regards,

Review: This involves a "fraud" claim which has been denied. I have appealed their decision. "Rather than type up everything all over again, I have attached a copy of the correspondences that I've sent to Direct Expess. A detective with [redacted] GA Police Department is investigating this claim and has found discrepancies in the information given by the many reps that we've spoken with at Direct Express. They have given us the runaround, transferred us to numbers that sound like fax machines and we end up being disconnected. They show no sympathy but speak so callously and unsympathetic. These funds are the sole income, and just because they could not determine fraud does not mean that fraud didn't occur. Letters are below:

On January 20, 2014, I made a fraud claim concerning my debit card issued through your company.

I called your company, March 13, 2014 for a status of my claim and was informed that my claim was denied due to “conflicting information”. I was also informed that a letter was mailed out to me of this decision on March 6, 2014, which as of today, March 13, I have not received that letter. I was also informed that I could not appeal this decision unless I had different or additional information to submit. This is totally ludicrous.

1. On January 20, 2014 – I was dining at [redacted]. I was paying for the meal with the debit card in question. I was informed by the waitress that I didn’t have sufficient funds on that gift card to pay for the food. I informed the waitress that wasn’t a gift card; that was a bank card and that couldn’t be right. So I gave the waitress my [redacted] debit card to pay for the food, and proceeded to call the number on my Direct Express card for a balance. I was informed by the automated attendant on the phone that my balance was zero (0).

2. I left [redacted] and came home, and proceeded to call Direct Express to report the fraudulent use. When I was connected to the Fraud Department, I was given a list of transactions made and the dates (at that time, [redacted] was not one of them). She gave me six transactions and 3 of the 6 that were fraudulently made were on 1-19-14 at [redacted] in Stone Mountain, Georgia for $535; back-to-back purchases which should have raised suspicion. I proceeded to tell the lady I didn’t make those charges, that I had no clue what [redacted] was, no one had my card then or ever, and no one knew then or now my PIN. The fraud rep asked if I would be willing to prosecute and I said “Yes, to the fullest”. They deactivated my old card and issued a new one on this same date and stated I should receive it within 7 to 10 business days.

3. After I made the fraud report to Direct, I did a web search of [redacted] in Stone Mountain and found an address of [redacted], Stone Mountain GA. On 1-21-14, I went to that location which was a Chevron Gas Station, talked to a man who stated he was the owner and told him about the fraudulent use of my card. I asked about cameras, and he stated after 24 hours the tapes are erased. (My after thought was that I probably shouldn’t have gone there)

4. On Friday of the next week, January 31, 2014, I received a fraud affidavit form from Direct Express for me to fill out giving a detailed outline of what occurred, and a letter from Direct Express stating they would be doing an investigation and they would replenish my funds if they received my paperwork back within 10 days from the date of which I reported the fraud to them, which was 1-20-14. It also stated that I should make a police report, which I did, Rpt No. [redacted], Off. [redacted]. I received this paperwork from Direct Express 11 days after the report, so there was no way I could get it back to them within the 10 day time frame. I mailed it back to Direct Express on February 1, 2014.

5. On Wednesday, February 5, 2014, 16 days after the new card was reissued, I still had not received it, so I called Direct Express, had to have that card deactivated and pay $13 for an expedited card and $4 for a replacement card. I was told I would get the card by Friday, 2-7-14. On Monday, February 10, I called Direct Express because I did not get the card on Friday, 2-7 and should not have been charged the expedite fee nor should I be charged the replacement fee because I never received the card that was issued on 1-20-14. The expedited card came later in the day on 2-10-14, and the replacement fee was refunded. The expediting fee should have been refunded also, but it wasn’t. While on the phone with the service rep, I inquired about my claim and he stated they just received my fraud affidavit form that day, 2-10-14, 9 days after I mailed it back.

6. On February 18, 2014, I received the card that was supposedly mailed to me on 1-20-14, the first card issued – 29 days later.

7. I was placing calls to Direct Express and the Police department (case assigned to Det. [redacted]) for a status of my case, periodically. Direct would only tell me it was still under investigation; and the police said they couldn’t do anything until they talked to Direct, and when they called they would get the automated answering that “all reps were busy”.

8. During the week of March 3, I received a call from one of your Fraud Department representatives for a statement from me concerning the incident. I gave her the investigating detective’s name from my local police department; and I gave a statement answering any questions she asked. Now, after recounting over in my mind what I stated to her which may have raised suspicion on her part, is that when I stated my Direct Express Card was declined at [redacted] and I paid with my [redacted] card, she asked “is the charge on your [redacted] card?” I told her I had not checked because I was more concerned about the fraud use of $1605 than I was about the [redacted] charge, and it never crossed my mind to check, which is the truth. Okay, so I didn’t react the way your rep would have. I noted, however, that the [redacted] charge did show up on the Direct Express statement and not on my [redacted] card statement. Maybe the waitress did something wrong, I’m not sure, but that is no reason to deny my claim.

Letter #2

Ref: Fraud Claim – Service Request No. [redacted] I contacted your office today, March 18, 2014 and spoke with [redacted] in your 2nd level fraud department along with Detective [redacted] of [redacted] GA Police Department who is also investigating my fraud claim. [redacted] gave us the details over the phone as to why my claim was denied. She stated the fraudulent charges were “ATM cash withdrawals” and a PIN was used. The statement from Direct Express lists the transaction type as “cash purchases”. The conflict I see is not with me, but with your investigation and your statement of transactions. In my experience with bank cards, on the statement of transactions, ATM withdrawals are listed as such along with the withdrawal fee. As I stated before and I state again, NO ONE HAD MY CARD AND NO ONE KNEW MY PIN. Whoever counterfeited my card must have also counterfeited a PIN if a PIN was used. Can you determine what PIN was used?Desired Settlement: Desired outcome is that money be refunded. The slothfulness of their responses to correspondences and other inquiries need to be checked into.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]'s concern involves a dispute she filed on her Direct Express Card. Below is a summary of the results of the investigation:

On 1/20/14 - [redacted] opened a dispute for three unauthorized transactions (each $535.00) totaling $1,605.00 that occurred on 01/19/2014 at the [redacted].

On 2/10/14 - Direct Express received the dispute paperwork.

On 3/06/14 - Direct Express denied the Claim was for conflicting information. Direct Express sent [redacted] a letter advising her that if she wished to continue her pursuit of the claim, Direct Express recommends that she report the incident to her local law enforcement or contact the Merchant directly.

The transactions that [redacted] disputed are cash purchases where the PIN and Card is required. There were no invalid PIN attempts or PIN changes.

The Direct Express Investigator spoke with [redacted] and additionally attempted to reach the Police Detective [redacted] stated she spoke with. Unfortunately, the investigator was not successful in reaching the detective.

Please have [redacted] contact me directly if she has any questions.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: (1) A fraud was committed; (2) I sent in an appeal of the decision and a letter requesting documentation upon which the denial was made and have not received; (3) the investigating detective spoke with [redacted] of US Direct Express who stated transactions were made, the detective went to the location to investigate and found that [redacted] is an ATM machine and unfortunately there were no cameras; (4) the detective called the number on the ATM machine and spoke with a person who read off the transaction and there were no purchases on that card, only a balance inquiry and he faxed her the transaction sheet from the 18th through the 20th of January; (5) the detective called Direct Express but was unable to speak to anyone without my consent so we did a 3-way call for the detective to relay the results of her investigation. The detective spoke with a [redacted] of the Fraud unit, the detective identified herself and gave her badge number. [redacted] was very short and rude to the detective and hung up on her. The detective was trying to get information in order to send a subpoena for records and for who did the investigation because the detective found conflict in the investigation of Direct Express. We did another 3-way call and spoke with Evelyn of the Fraud unit who gave the detective the PO Box address for US Direct. The detective has sent a subpoena and stated she will contact me once she hears from Direct; (6) the information for which Direct states the transaction was made against my account may be appear correct to them, but it is totally untrue. As I stated before, I did not make those transactions and ABSOLUTELY ONE HAVE, HAD NOR HAS EVER HAD MY CARD OR MY PIN. Whoever did this must have replicated my card information from the internet or some other establishment and if a pin was used, they replicated that too! I don't know whether or not I will get my money returned to me, but the fact is I am a victim of fraud. Even the amounts themselves and the timeframe in which they occurred should have been a red flag of something illegal. I am being treated unfairly and what I am going through to get my funds returned in totally unreasonable. It makes no sense that I would fraud my own card. Fraud is very widespread in this day and age, and while I thought I might never be a victim I find myself being accused of victimizing myself.

Regards,

Business

Response:

Revdex.com,

I received a letter from [redacted] a few days ago which I forwarded to the Direct Express Fraud Investigator. The Fraud Investigator is reviewing the case again.

The Fraud Investigator has not spoken with the with the police detective in relation to this case. The fraud investigator did reach out to the detective on 03/06/2014; however, they were unsuccessful in speaking with her and had to leave a message.

Direct Express mailed to [redacted] the dispute paperwork she requested on 03/26/2014.

I have spoken with [redacted] and indicated to her that once her letter has been reviewed, she will receive a response from Direct Express. Additionally, she has my contact information and can call me at any time.

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,

Consumer

Response:

I previously accepted the response from the business to resolve this claim because I was given a direct contact name and number, but I have received nothing further from the company regarding my claim. This claim still remains unresolved. Do I need to file another complaint with the Revdex.com?

Business

Response:

Revdex.com,

I have been informed by Direct Express management that an investigator will contact the detective again regarding this case since the previous outreach was unsuccessful. I was also informed that Direct Express received a certified letter from Ms. [redacted] on 5/19 and their Fraud team is reviewing the information. Ms. [redacted] will be contacted by Direct Express.

I will provide another update once received.

Sincerely,

Consumer

Response:

Review:[redacted]

I am rejecting this response because: While the response is acceptable for now, I do not want to close this communication. I also have not heard from Detective [redacted] since my last conversation with Mrs. [redacted] mid April. My last conversation with Detective [redacted] on the same day as with Mrs. [redacted] was to inform me that she had spoken with someone at Direct Express and was subpoenaing them for copies of their investigation because Direct Express's investigation was in conflict with her physical investigation, just as per Direct Express, the statement I made was in conflict with their investigation. I refrain from contacting Mrs. [redacted]-Reeves and Detective [redacted] so much because I know I'm not the only victim these entities have to deal with. My case is important to me and I DO WANT MY MONEY REFUNDED, but here in [redacted] where I live are major criminal acts such as murder, missing people, robberies, etc., and fraud may be on the back burner of Detective[redacted] case load. And I sure, as mediator between the consumer and Direct Express (and possibly other companies), Mrs. [redacted] cannot devote all of her time to my case. I am truly a victim of fraud. This happened in January and it is now the end of May. If my life or my livelihood depended on this money, I would be dead! I declare and declare again and again, I HAVE NEVER GIVEN ANYONE THIS PIN NUMBER AND NO ONE HAS EVER HAD POSSESSION OF MY CARD.

Regards,

Review: My Social Security benefits are deposited on a debit card. In the literature that accompanied my debit card, it was stated that any complaints that I have concerning use of my card should be sent to DIRECT EXPRESS. For increased security for my account I want to change my password periodically. The system for changing password that DIRECT EXPRESS has on their webpage would not accept the temporary passwords that DIRECT EXPRESS sent to my email. Now I cannot access my account via internet. By not having access to my account I cannot monitor it for unauthorized use.

Twice I have sent letters to DIRECT EXPRESS explaining the fault on their internet webpage. Neither letter has been acknowledged nor has a solution been given to me for accessing my account on internet. I have severe hearing loss and cannot communicate using voice telephone. In my letters to DIRECT EXPRESS I stated that the only means of communicating that I can use are; email, USPS letter service and telephone texting.

I consider the lack of communication from DIRECT EXPRESS to be gross disrespect to my need to protect my debit card from unauthorized use. My first letter to DIRECT EXPRESS was dated 31 JULY 2013.Desired Settlement: DIRECT EXPRESS should correct the fault on their internet webpage and send to me information for reestablishing access to my debit card account.

Business

Response:

Revdex.com,

I am responding to the complaint to your agency by [redacted]. His concern is with accessing his Direct Express card online. Direct Express has communicated to me that they have sent [redacted] emails on 10/8/13 and 10/11/13. The emails have encouraged [redacted] to contact the Web Support Groupvia email who will assist him with the problems he is experiencing.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I received email stating that my complaint, [redacted], was not valid or was a duplicate of complaint [redacted].

I consider my complaint valid because US DIRECT EXPRESS has neither rectified the error of a faulty web page nor given to me access to my online debit card account.

US DIRECT EXPRESS sent to me an email address from which I could receive assistance. I sent email to that address on 16 October 2013 and have not received a reply. Please continue working with this complaint until US DIRECT EXPRESS gives to me access to my debit card account and corrects their web page.

thank your for your continued assistance to rectify this problem. As a Senior Citizen of 71 years of age I am a prime target for financial abuse.

Regards,

Business

Response:

Revdex.com,

I have asked that a Direct Express manager reach out to [redacted] again to offer assistance. It is my understanding that they have attempted to contact [redacted] a on a number of occassions without success.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Since 31 July 2013 I have sent two letters requesting information that will enable me to access my DIRECT EXPRESS debit card account online. I have answered Direct Express emails stating that because I have severely impaired hearing I cannot communicate using voice telephone, and requested anew that the remedy to the problem be sent to me. An email address was sent to me from which I could expect help. No reply has been received from personnel at that address.

My access was negated due to an error on the DIRECT EXPRESS webpage. Now I am locked out of my debit card account. I have repeatedly asked for the remedy to the problem of being locked out of my account and Direct Express has not provided that remedy. If DIRECT EXPRESS does not want to provide that remedy, please explain to me why that remedy cannot be given.

Regards,

Business

Response:

Revdex.com,

In response to [redacted]'s complaint, I have asked that the web support area reach out to him again. Please express my apology to [redacted] for the frustration he is experiencing.

Please provide him with my email address and encourage him to contact me directly if he should need further assistance. My email address is [redacted].

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I appreciate having received the email address of a person that MAY be able to help me. I reject this response because it neither provides the solution to problem nor answers my questions.

Regards,

Review: I called to direct express on 7-3 - 2013 to file a complaint I was told that I would get a credit for the amount that was taken out since it was a charge used without my pin number just to fill out the paper work and send the stament I called back yesterday and asked them as to why I had not got credit they told that they would give me if I sent paper work in time now they cant find my paper work and they stated that if the investigator wants to give the credit he will if not I have to wait 45 days . this is crazy when I have done what I need to to move forward in this matter I am a person with a disablity and need to pay my bills . I am getting sick because I am worried that I need to pay a bill and they will come disconnect meDesired Settlement: I would like a refund in the amount that wAS TAKEN FROM THAT COMPANY I did not authorize the charge and it is clear that they where r trying to take out money with out my permission

Business

Response:

August 17, 2013

Revdex.com

The complaint submitted to your agency by [redacted] involves Direct Express card disputes she filed on July 3, 2013 for $76.28. Direct Express management has informed me that the paperwork was received on July 22, 2013 and the claim is currently pending. Ms. [redacted] will be notified by Direct Express of the outcome of the investigation.

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

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: is does not help me in anyway . the information has been there they told me it would be ready by aug 17 and still nothing now I called on aug 20 and it went from 45 days to 90 days if they are going to add more days then give me a temporary credit . they have everything they need to give me my money back . more then enough proof that these charges are not mine . because the person that took the money out gave me a partial credit they closed the case . this is not fair and I should get a full credit . they also stated I had a relationship with this company when I never have . the agent I talked to is very rude and told me to get what they gave and be happy with it . I want my full credit not a partial credit for what the company that robbed me wants to give .

Regards,

Business

Response:

Revdex.com,

I have been advised by Direct Express that Ms. [redacted]' investigation was completed on August 16, 2013. The merchant refunded $40.26 to her card on July 4, 2013.

Please have Ms. [redacted] contact me directly if she has further questions or concerns. I would be happy to speak with her.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From: [redacted]]

Sent: Sunday, October**, 2013 [redacted]

To: info

Subject: claim was closed and problem was not solvedhello I had opened a claim with direct express. I. was waiting for the lady to call me back before I answer the [redacted] and the case got. closed without any problems resoled. please call me [redacted] to reopen case!mel

Regards,

Review: My debit card was charged almost, $1300 unauthorized and I've been getting the run around since 11/22/2014, about getting my money backDesired Settlement: I just want my money back

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] is concerned about 3 disputes he filed on his Direct Express card. On February 23, 2015, his card was credited for all 3 disputes totalling $1,338.00. Mr. [redacted] was sent a letter by Direct Express informing of the credit to his card.Please encourage Mr. [redacted] contact me if he has any questions.Sincerely,[redacted]Comerica Incorporated313.[redacted]

Review: there was unauthorized atm withdraws from my debit card on April 01, 2014 $203.00 was taken and a minute later they withdrew another $203.00 and on May 01, 2014 same exact thing $203.00 two times was taken out all together $812.00 total was taken. my card was never lost or stolen. no one else has access to my card or knows my pin number but me. on my statement it states the transactions took place from an atm machine at [redacted]. there is no business, bank, or store at that address where an atm is available. I filed a dispute with the card company and done all the necessary steps. and they concluded that no fraudulent activity occured. which is a big mistake. and now all I can do is contact my local law enforcement department. I understand the address is not a valid address but thats what is on my card statement. thats what I dont understand over $800 was taken from my account from an atm machine from an address that doesnt even exist? And Direct Express sent me a letter saying their done with their investigation and could not find any errors that fraud took place?Desired Settlement: $812.00 that's what was taken I did not do this so its only right to give me my money back.

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 investigate and

contact Ms. [redacted].

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

Sincerely,

Comerica Incorporated

313.222.9302

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have already talked to two supervisors got hung up by one of them. im sure their just going to tell me the same thing that their so called investigation could not find any errors of fraud. that if I have any new information or documentation to let them know. let me ask this what documents do you need to get this reversed? I bet you give everyone the run around with no intentions of helping us out. well what your doing is not right and im going to get to the bottom of it. ive already contacted the attorney general ive made a police report. now im going to contact my local news channel and go public this is goverment money that thiefs are taking from daughter who is on social security. how can $812.00 be taken from an atm machine from an address thats not even valid. they told to contact the merchant I would dont you think I would have already done that. There is no merchant! its a made up address when making my police report you have to put the address where the incident took place. I did and they said that it was not a valid address. so im disgusted and fed up ive done my part now its time direct express get their stuff together and do there job.

Regards,

Review: First, It is impossible to contact Direct Express card service by phone and speak to an agent. (Customer Service: ###-###-####) I had to call all the numbers for other services to finally speak to a person and try to resolve my problems detailed below.

This account and service is for my monthly Social Security Payments. My Card Expired and the first replacement card was invalid, new card number was not in the system. Called many times not able to reach an agent via phone except 2 or three times. FINALLY after days and days of calls I find out that the only option I had after days of trying to get the new card activated through an agent was to order a new replacement card and cancel the one I had in my hand. (This is Aug 23rd 2014 )This was done and I was promised over and over that I would receive my replacement card, via UPS 2nd day delivery. a day before my next SSA payment, PROMISE OF RECEIPT ON AUG 26th 2014.

On Aug. the 26th I called again and found out that it would not be delivered by that day but by the next day for sure. On Aug 27th.

Then on Aug 27th. I call back, having to explain the entire situation over again to a new agent and then to their supervisor. I fins out that the card was not sen via UPS as promised. The agent I spoke with previously DID NOT send the card via UPS 2nd day but by regular mail which means up to 10 days to to receive the 2nd new card.

SO AGAIN, the only option I had was to have them cancel the 2nd replacement card and issue me a 3rd replacement Direct Express Card. By UPS 2nd day delivery. (This call was on Aug 27th 2014)

In the mean time I have been without access to my Social Security Funds for the entire Month of August. AND I AM NOW WAITING FOR THE THIRD REPLACEMENT CARD...Desired Settlement: CANCEL THIS FEDERAL CONTRACT! They do not deserve to be on a list of Federal Contractors or at least sanction them.

1. In the mean time, have them place a prompt in the first menu selection when calling their Customer Service number to Speak to an Operator, this in not possible now. (Customer Service: ###-###-####)

2. Have a means or method when a customer could withdraw funds off the card (VIA THE BANK) when customer gets in a serious dilemma trying to get a card replacement or one activated. This is not possible now.

3. In fact the Company , Direct Express Reports to NO ONE!. If they have oversight then it is impossible to find out who is ultimately responsible for their adherence to Industry Standard Practices and to total lack of customer service. The concept is good but the implementation of their problem resolution Department is horrible. HAVE THEM place on their website a clear mean to escalate serious problems to the Federal Contracting Office. Also Make them, and I mean MAKE Then put your current Revdex.com Score on the front page of their website with all links to file a complaint about their service and Require them to be a Revdex.com Member (which is probably not possible now.) I would not refer them to the Revdex.com for Membership.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] is concerned about his Direct Express Card. The magnetic stripe on his card was damaged.

A new card was ordered by Direct Express on August 23, 2014 and set regular mail. On August 27, 2014 a card was expedited to [redacted]. Records show he received his new card on August 30, 2014. All fees were waived. Direct Express spoke with [redacted] on September 2, 2014 and confirmed he had his card.

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

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First, The magnetic strip was not damage on the first replacement card that was sent to me. Every time I called and Spoke to a Customer Service Rep. I explain in detail that the card number printed on the replacement card in raised numbers was INVALID. The card was never passed through a machine to verify the card was good. I used the new card activation Number and keyed in the number on the card to access my account over the phone, and to activate the new card as per instructions. The message from the automated system always sad the card number I keyed in was INVALID. This was done many times even with a customer Rep. listening in over the phone to hear the response from the Direct Express Activation over the phone.

Obviously the response back from Direct Express to the Revdex.com the reason for the problems with the first card is just as invalid as the card that was sent to me, I worked in customer service for 35 years and this is the type of Canned Excuse given the customers with complaints to make it look logical. If the person would have review the notes on my complaint then they would have seen that this reason if so far off the mark that it would not resolve the issue.

This hits to the core of Direct Express's customer services problems. Not listening to the customer, bogus responses given to close out a complaint and a general lack of taking ownership of the problems in their Customer Service operations. It's a systemic problem and probably why the Federal Gov. is seeking to re-bid the contract.

I suggest this person re-read my complaint, review the details of the calls I placed to Direct Express and address all the statements of I have made.

Continuous Improvement is a core value of good customer service and you can not improve if you fail to acknowledge the causes of problems in you operations an stirred a customers Revdex.com complaint. Acknowledging their is a problem and working toward valid solutions to change the way customer service operates so you eliminate the problem is the only way to improve you operations. Blaming the problem of defective materials or customers who do not have a real problem is the wrong way to train a customer service reps.to respond to complaints. And then to have a Supervisor responding to a Revdex.com complaint in the same manor is twice as bad. It shows the problem is a systemic issue and runs from top to bottom is your customer service organization.

Shame on you! You are involve in a vital service to Senior Citizens which is paid for our tax dollars. If your organization were in the private sector your services would have been terminated long ago as well as the entire contract for non-compliance.

I expect true customer service and a Standard of Excellence that reflects the dignity our senior citizens deserve for putting a lifetime of labor into this nation.

You can do better.

I wait for your reply......

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First, The magnetic strip was not damage on the first replacement card that was sent to me. Every time I called and Spoke to a Customer Service Rep. I explain in detail that the card number printed on the replacement card in raised numbers was INVALID. The card was never passed through a machine to verify the card was good. I used the new card activation Number and keyed in the number on the card to access my account over the phone, and to activate the new card as per instructions. The message from the automated system always sad the card number I keyed in was INVALID. This was done many times even with a customer Rep. listening in over the phone to hear the response from the Direct Express Activation over the phone.

Obviously the response back from Direct Express to the Revdex.com the reason for the problems with the first card is just as invalid as the card that was sent to me, I worked in customer service for 35 years and this is the type of Canned Excuse given the customers with complaints to make it look logical. If the person would have review the notes on my complaint then they would have seen that this reason if so far off the mark that it would not resolve the issue.

This hits to the core of Direct Express's customer services problems. Not listening to the customer, bogus responses given to close out a complaint and a general lack of taking ownership of the problems in their Customer Service operations. It's a systemic problem and probably why the Federal Gov. is seeking to re-bid the contract.

I suggest this person re-read my complaint, review the details of the calls I placed to Direct Express and address all the statements of I have made.

Continuous Improvement is a core value of good customer service and you can not improve if you fail to acknowledge the causes of problems in you operations an stirred a customers Revdex.com complaint. Acknowledging their is a problem and working toward valid solutions to change the way customer service operates so you eliminate the problem is the only way to improve you operations. Blaming the problem of defective materials or customers who do not have a real problem is the wrong way to train a customer service reps.to respond to complaints. And then to have a Supervisor responding to a Revdex.com complaint in the same manor is twice as bad. It shows the problem is a systemic issue and runs from top to bottom is your customer service organization.

Shame on you! You are involve in a vital service to Senior Citizens which is paid for our tax dollars. If your organization were in the private sector your services would have been terminated long ago as well as the entire contract for non-compliance.

I expect true customer service and a Standard of Excellence that reflects the dignity our senior citizens deserve for putting a lifetime of labor into this nation.

You can do better.

I wait for your reply......

Regards,

Business

Response:

Revdex.com,

I forwarded [redacted]'s additional feedback to Direct Express Management. I have been assured that management is reviewing all conversations [redacted] had with Direct Express Representatives. Additionally, this situation will be used as a corrective action and coaching opportunity for the customer service representatives involved.

Please express my apology to [redacted] for the frustration he experienced. I truly understand and value the feedback he provided to ensure improvements.

I would welcome the opportunity to speak with him directly. Please encourage him to contact me at the telephone number listed below.

Sincerely,

Comerica Incorporated

Review: I honestly can say by my experience with this bank as it is contraccted through the Treasury Department, is really been a dishonorable experience for me. The company does not need to provide any bank statements or requests to prove anything. The companies have either resolved or never did resolve and thanks to a couple of interventions by this bank helped me to recover from any losses through transactions.

I regret my experience with this bank has made me feel distant as a customer and unable to trust my funds with this bank even though they are recognized by the federal government. I wish to do business elsewhere.Desired Settlement: I would like to have my account closed on October 6th 2013 with US Direct Express Comerica Bank. I feel a local bank will suit my needs much better.

Business

Response:

Revdex.com,

I am in receipt of the complaint that has been filed with your agency by [redacted]. He has requested his Direct Express card be closed. Direct Express has attempted to reach Mr. [redacted] to discuss his concerns and explain the process for card closure. Unfortunately, Direct Express has not been able to speak with him. Direct Express has sent Mr. [redacted] a letter with their contact information. I have also left a message for Mr. [redacted] to contact me.

Mr. [redacted] will need to contact Social Security and request that his benefit be redirected to his bank account and then close his card once assured his benefit is no longer credited the card.

Please encourage Mr. [redacted] to contact me directly, I would be happy to discuss any further concerns.

Sincerely,

Vice President

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. I have already contacted the appropriate SSA personnel. I will take my money off the Direct Express Card tomorrow and once the bank notices my funds have been withdrawn from the card they may proceed with closure of the account.

Thanks for your understanding and cooperation.

Regards,

Review: The [redacted] issued me an US Direct Express card for my direct-deposit benefit payments which I receive on the 1st of every month, Everything was going great until this month in which I noticed my SSI deposit was deposited into my US Direct Express account however the funds disappeared with no trace as you can see here: [redacted] I only made 2-3 transactions totaling in $198.73 after the deposit the remainder of my benefits were taken from my account and there is no trace on the account history as to where the money went, so im assuming it couldn't have been withdrawn because if that was the case it would've shown in the transaction/purchase history.

I have attempted to call US Direct Express customer service number and it rings several times and it automatically hangs-up on the call, My account balance right-now stands at $75.00 due to this inconvenience I am late on most of my bills and my rent payment.Desired Settlement: I have tried almost everything calling there offices, emailing even calling the international number and they have left me no choice, All I want is the remaining amount of my SSI check to be put back into my account.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Mr. [redacted]. His concern involves a dispute on his Direct Express Card. I have been informed by Direct Express that his concerns have been resolved. I have confirmed this with Mr. [redacted] by telephone and he has stated to me that his dispute has been resolved.

Please do not hesitate to contact me if you should have any questions regarding this matter.

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 am currently disabled and receive my Social Security disability through the US Direct Express card through a Comenca Bank that the government uses for direct deposit. In March, I had a charge that was not authorized by me for a online casino site. It totaled 35.00, which is quite a bit of money for me when I am on disability. I have called and talked to several people and was given to their fraud department and spoke with them. I was sent out a form which I filled out and returned which they say they have not received. I am just in the position that I would just like my $35.00 returned to my account. I do not know what happened to the form they wanted me to fill out but was sent back to the address they had listed on their pre printed envelope they enclosed. I do not know why I have to go through all of this because of someone accessing my card to play poker on this site. The only way I knew of it was because I was sent an email to my email address thanking me for the deposit to play the game. I have explained all of this to them and to no avail. I would like the $35.00 returned to my card as I live on a very limited income as it is. I do not know who used my card or my number or for what reason they would do that but I should not be held accountable and go without my money because of that. I even got a new card with a new number and had to pay extra to have it delivered the next day. I could not afford that but could not afford to go 3 to 5 days without my card either as that is all I have to live on. I think this is a ridiculous amount of time I have to go without that money and that I have to go through all the crap not knowing who used that number for their own pleasure. If you could help me it would be greatly appreciated. Thank you very kindly.Desired Settlement: I would just appreciate the $35.00 credited back to my Direct Express card for the money that was used to play a poker game and was not authorized and not know who did it. I am tired of waiting and did what I was asked to do.

Business

Response:

Revdex.com,

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

On March 12, 2014, Ms. [redacted] contacted Direct Express to dispute two unauthorized transactions totaling $35.00 that occurred on March 9 and March 10, 2014.

On April 25, 2014, Direct Express denied the claim since Ms. [redacted] did not return any of the requested dispute paperwork / documentation.

On May 8, 2014, Direct Express spoke with Ms. [redacted] and resent to her the dispute paperwork. Direct Express also advised Ms. [redacted] that she could write a letter and provide the additional information requested. Once Direct Express receives the paperwork they will perform a secondary review and respond to Ms. [redacted] in writing of the outcome.

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

Sincerely,

Vice President

Comerica Incorporated

Review: This bank refuses to transfer my funds to an accessible location.the total amount stolen is 716.36 I will remain homeless this month as a result of their actions. These people are unethical and this is a violation and can be classified as corporate theft. This is a horrible service I am trying not to use and only used as an alternative because I had no other means when approached by the [redacted]. I am a disabled student. They have absolutely no solutions to provide and should be did accredited by the Revdex.comDesired Settlement: The funds need to be transferred to routing: [redacted] acct: [redacted]

Review: My mother passed away on July 14, 2013. She had already received July payment on her card for [redacted].

The balance of $368.00 was frozen by them. I have sent copy of death certificate along with Affidavit of rights back in October 2013. She had no will. They will not respond. That money was my moms prior to her death, they should have never touched iDesired Settlement: Release the money that belonged to my mother

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] concern involves her mother's Direct Express card. I have escalated Ms. [redacted] complaint to management at Direct Express. She will be contacted directly by Direct Express management.

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

Sincerely,

Vice President

Review: THIS COMPANY,DIRECT EXPRESS IS ENTRUSTED BY THE [redacted] TO ACCEPT MONTHLY SOCIAL SECURITY BENEFITS FOR ANY PERSON WHO DID NOT PROVIDE A BANK CHECKING ACCOUNT FOR THEIR BENEFITS TO BE SENT TO.IN TURN DIRECT EXPRESS ISSUES A DEBIT CARD TO THE SOCIAL SECURITY RECEPIENT.EACH MONTH THE PAYEES BENEFITS ARE ADDED TO THE DEBIT CARD.IN JULY 2013 I NOTICED SEVERAL UNAUTHORIZED WITHDRAWALS TO MY DIRECT EXPRESS DEBIT CARD.I IMMEDIATELY NOTIFIED THEM AND I WAS ISSUED A NEW CARD.I PROVIDED ALL REQUESTED INFORMATION AND DIRECT EXPESS CLAIMED TO HAVE DONE INVESTIGATION BUT NOTIFIED ME OF FINDING NO FRAUD.THEY REFUSED TO REFUND ME FOR THOSE CLAIMS.ON SEPT 3,2013,MY BENEFITS POSTED TO MY DEBIT CARD AND ON THAT SAME DAY A PERSON USED THAT SAME DEBIT CARD NUMBER TO MAKE WELL OVER $800.00 OF FRAUDULENT ATM WITHDRAWALS.I RECEIVED NO FRAUD ALERT FROM DIRECT.THEY HAVE NOT PROVIDED ME ANY PROOF THAT IT IS BEING INVESTIGATED.DIRECT HAS NOT ADVISED ME HOW TO PREVENT THIS FROM HAPPENING AGAIN WITH MY OCTOBER BENEFITS.THE [redacted] COUNTY SHERIFF'S DEPT AND [redacted] POLICE DEPT IN ** HAVE OBTAINED VIDEO SURVEILLANCE OF THE SUSPECT IN THE ACT OF MAKING THE ATM WITHDRAWALS.DIRECT HAS BEEN MADE AWARE OF THIS BUT HAVE NOT TAKEN ANY STEPS TO FURTHER INVESTIGATE OR TO REFUND MY MONEY WHICH TOTALS $1,467.00.UPON NOTIFYING SOCIAL SECURITY DEPT OF THIS THEIR FIRST ADVICE WAS TO REMOVE MY DIRECT DEPOST FROM DIRECT EXPRESS.I HAVE CURRENTLY OPENED ACCOUNT IN LOCAL BANK BUT THE SOCIAL SECURITY DEPT MAY NOT HAVE PROCESSED THAT REQUEST IN TIME FOR MY MONEY TO BE SAFE IN OCTOBER 2013. THIS COMPANY HAS LESS THAN ADEQUATE SECURITY,NO FRAUD ALERTS AND HAS NOT PROCESSED MY INVESTIGATION IN A QUICK OR CORRECT MANNER.Desired Settlement: I WOULD LIKE A THOROUGH INVESTIGATION AND FULL REFUND OF ALL MY MONEY THAT THIS COMPANY ALLOWED TO BE STOLEN.IF ANY ONE PART OF MY CLAIM IS DENIED I WOULD LIKE COPIES OF DOCUMENTATION WHICH THAT DECISION WAS BASED ON.I WOULD LIKE FOR DIRECT EXPRESS TO CONTACT MY LOCAL SHERIFF DEPT AND POLICE DEPT AND ALL THE BUSINESSES THAT WERE INVOLVED IN THIS FRAUD.BUT MOST IMPORTANT I RE-STATE THAT MY REFUND SHOULD BE FORTH COMING IN A TIMELY MANNER.

Business

Response:

Revdex.com,

The complaint for [redacted] is currently under review. I will respond shortly with the results of the investigation.

Sincerely,

Vice President

Consumer

Response:

Review: [redacted]

I am rejecting this response because: MY Fraud Complaint with Direct Express has not been properly investigated . Neither has it been done in a timely manner. This Fraud case has 2 segments. Segment 1 is several unauthorized payments to [redacted] using my Debit Card. Direct Express has declined to reimburse me those charges without sending Fraud Letter to [redacted] or investigating my claim with them. If Direct Express contacts [redacted] there is a chance [redacted] would refund to me. Segment 2 is several unauthorized ATM Withdrawals using my Debit Card on Sept. 3, 2013. Although I reported this to Direct Express on Sept.4, 2013, Direct Express has not attempted to verify that I have filed Police reports in [redacted] Co. ** and Sheriff's Dept. in [redacted]. This person is now in custody in [redacted] Jail with Holds for these 2 counties for this Felony Case also. I have provided all this info and all other necessary info to Direct Express and have verified by phone that they did receive it. Forty Four days has passed since my most recent notification to Direct Express was submitted and I have no reason to believe Direct Express will Refund my stolen Social Security funds which totals 1,467.00..Regards,

Review: my funds were stolen over a 16 month period while I was incarcerated without my permission or authorization. Direct Express just choose to say differently just because they can. there is no possibility their position is accurate. I was sent a denial letter along with the detailed information needed to file a police report at the same time. rendering it a moot issue for the report.Desired Settlement: to not have it be so easy for funds to be stolen due to lax security protocol. not blame client for same. to reimburse funds taken illegally by an unauthorized party. add security question to prevent what happened to 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 your complaint to management at Direct Express to review. Mr. [redacted] will be notified by Direct Express of the outcome of the investigation.Sincerely,[redacted]Vice PresidentComerica Incorporated[redacted]

Review: my debit card was cleaned out in [redacted] and I live in [redacted] I reported to the debit card company direct express they told me they were sending a form to to fill out and to have back too them on 9/23/14 I still haven't gotten the for I call everyday and they lie and say there sending another one out and they don't service req # [redacted] there was 1022.00 stolen out of my account im disabled and that's all I have to live on thank youDesired Settlement: my stolen money put back in and send the form I need to do so this company is aa fraud

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 for review.

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

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

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,