U S Direct Express

Review: I have Direct Express as a way to get my monthly disability income. On 7/3/14 a company called [redacted] accessed an automatic payment for $ 25.00 and $ 10.59. On or about 7/9/14 [redacted] closed their doors for business or went out of business. I was provided neither funds nor services for the money they took. I filed dispute with Direct Express in July and their conclusion said they did not have enough information. I sent an article from the internet from a local news station showing they had gone out of business. I called them again in August and was told they would investigate further. I called again in September and was told I would have to dispute the "dispute" by writing to them. I have gone on the internet under Direct Express's website and this is their instructions:

5.4 WHAT IF I DON'T AGREE WITH MY BALANCE OR ONE OF THE TRANSACTIONS?

— If you have a question about your balance or a transaction, you should immediately call the Direct Express® card Customer Service Department at [redacted] (toll-free) to find out how to dispute a transaction.

6.6 WHAT IS [redacted]® ZERO LIABILITY?

— Under [redacted]®'s policies, [redacted] cannot hold you liable in the event of an unauthorized use of your U.S.-issued Debit [redacted]® card. This coverage applies to purchases made in a store, over the telephone, or online. Zero Liability protection is provided under the following conditions: a) Your account is in good standing, b) You have exercised reasonable care in safeguarding your card, and c) You have not reported two or more unauthorized events in the past 12 months. Zero liability does not apply if a PIN is used as the cardholder verification method for the unauthorized transaction(s). It only applies to signature based transactions. Visit [redacted]'s website for more details.

I am under the impression that really nothing was done with the dispute in the beginning. It would take someone all of 60 seconds to look up this business on the internet as there is plenty of information.

I have never had any so called bank or credit card turn down a dispute that I have made. $ 35.Desired Settlement: I want the $ 35.59 as a refund to me. There was blatant fraud in the withdrawal.

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 the complaint to management at Direct Express to investigate and contact [redacted].

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

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,

I also thank you. As of 9/23/14 I was refunded back to the [redacted] the amounts I had disputed. I spent a month or more trying to resolve this on my own and could not get anywhere.

Again thank you for your valued assistance.

Sincerely,

Review: I have been on disability since March 2013. The US Direct Card was advertised at that time to have online bill pay services and that is why I chose them. To this day, they do not. I highly doubt that they have any intentions of ever having this service. They deceive people into getting this card thinking that this service is available. They also have no online contact information and no way to change your address via online services. You have the option of writing them (no answers) or calling them which tends to be hard if you don't have a phone or you have limited cell phone minutes or services.Desired Settlement: I want the online bill pay service that was promised over a year ago to be up and active within the next 60 days. If not, they need to remove that from their website and stop telling people that this service is available or will be soon because "soon" never comes. I want a way to change my contact information online and on their website or be able to have an online chat with them to do so.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted]'s concern is about online services for her Direct Express card. I have requested that Management at Direct Express reach out to Ms. [redacted] to discuss the options available to her.

I have been informed by Direct Express that they have been unable to speak to Ms. [redacted]. Direct Express left voices messages for a return call on September 18, 19, 22, and 24th. Additionally, on September 24, 2014 Ms. [redacted] was sent a letter requesting a return call.

Please encourage Ms. [redacted] to contact [redacted], Cardholder Advocacy Specialist at [redacted] who will be able to answer all questions and assist her accessing her card online.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: No letter was sent to my updated address. They did email me though. I replied to that email and NEVER received a reply to it. There is no way to contact me by phone, emails only and they were informed of that..

They keep saying that they have had many complaints but are no closer to solving ANYONE'S issues. All you hear is "sorry, we are working on it". Sorry doesn't cover almost 2 years of "working on it".

Regards,

Review: On May 5, 2014 $13.50 was taken from my account for a expediting fee by mistake. I called they said they would reimburse me, instead they took another $13.50 out of my account. I called and one customer service rep. said it would be taken care of. It's been almost two months now, and every time I call now, I get the run around. I have called 6 times. I called today (6/23/2014), and was told now they're not giving me anything. Can you please help. I just want my $27 back.Desired Settlement: Just want my $27, that's it.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted] D [redacted]. Ms. [redacted] is concerned about a charge to her Direct Express card for $13.50. Her card was charged on 5/5/14 for an expedited card delivery. Ms. [redacted] did not request the expedited delivery so on 5/21/14 her Direct Express card was to be credited back the fee. Unfortunately, Direct Express debited her card again for the fee on 5/21/14 instead of crediting the fee back. On June 27, 2014, Ms. [redacted]' card was credited $27 which represents the two fees charged to her card.

Please express my apology to Ms. [redacted] for the confusion and frustration she experienced. Please encourage Ms. [redacted] to contact me directly if she has any questions or additional concerns.

Sincerely,

Vice President

Comerica Incorporated

Corporate Quality Process Department

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

Review: I contacted direct express about 830 a.m. to ask who made a little over $10 charge so I could figure out who to contact. This lady tells me she will cancel my card. I specifically told her do not cancel my card. My daughter heard me upset an she got on the phone an told her do not cancel that card. I hung up and called back hoping to get a different person and she had already canceled my card. So I proceed with the call now worried and upset bc I know it takes days to get another card and thats all the money I have and need every cent. So this lady gets on the phone with no compassion whatsoever and tells me how Im wrong and she can only issue me another card and itll be 2 days. I ask how Im having to pay for their mistake and she gets defensive like she owns the company. I hung up again and called back asking again for someone in management an its her again. I told her I didnt wanna speak with her so sge told me there was no one else. I ask her name and she says [redacted] and wont give me an id number or anything in which to complain to her company with. I see its getting no where so I finally tell her just send the card an she tells me I have to pay 14.00 for ups to get me another card here in 2 days. I ask why again am I paying for their mistake. I could get no where with this lady. I have a doctors appointment tomorrow with no way of paying for my medicine. I would love an apology, my money back on shipping and to know this employee was reprimanded. Thank you for any help. After going further I see where you need my account number but the acct number is your card number and its been deactivated. You will need my social and I will give it to you when you contact me.Desired Settlement: I would love my shipping fee refunded, an apology for this employee and the very first employee who caused all this mess and hopefully they will be reprimanded.

Business

Response:

Revdex.com,

I am in receipt submitted to your agency by [redacted]. Ms. [redacted]' concern involves a fee she was assessed for an expedited Direct Express card.

Ms. [redacted] called the Direct Express Call Center three times on 5/6/2014:

08:08 a.m, - Ms. [redacted] asked about a transaction that was charged to her account on 05/05/14 for $10.94 that she wanted to dispute. She was transferred to another agent to file a dispute.

08:11 a.m. - Ms. [redacted] called back regarding the unauthorized transaction. She was informed she would have to close her card because of potential fraud on the account. She wanted to speak to a supervisor and then disconnected the call prior to a supervisor picking up the call.

08:22 a.m, - She called back inquiring why her card was cancelled and wanted the card reactivated. Ms. [redacted] was advised the card was cancelled due to fraud and once a card is cancelled it cannot be reactivated. Ms. [redacted] disconnected the call.

08:31a.m. - She called back again requesting to speak to supervisor. She was informed a replacement card could be expedited to her and she would receive the card in two business days and the $4.00 card replacement fee would be waived, however, she would have to be charged the $13.50 expedite fee. Ms. [redacted] requested to have the card expedited.

After reviewing the Call Center calls, the decision was made not to reimburse Ms. [redacted] for the expedited fee because the card was expedited per her request.

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

Sincerely,

Vice President

Comerica Incorporated

Review: There was a charge on my account that I did not recognize, so I called customer service to let them know and they cancelled my card and said they had reissued a new one (this was on January 10). I have called several times and everytime I call they tell me something different. First they said it would take up to 10 days, and then they said it might be longer because of Martin Luther King holiday, then the said to wait a few more days because of the target breach(when that has nothing to do with them sending me my new card). Then I am told it is take 2-3 weeks, and I call and they tell me then can send me a new card to arrive on Tuesday but I have to pay for it. That is ridiculous! I have no access to my disability funds because I have no card. I have no money and there is nothing I can do because I am waiting on them. This is absolutely ridiculous! I have no money to pay my bills or to buy food for my children and myself. This is unacceptable!Desired Settlement: I would like to have a new card reissued with expedited 2 day service without being charged a fee.

Business

Response:

Revdex.com,

I am in receipt of the complaint that has been submitted to your agency by [redacted]'s concern involves her Direct Express card. I escalated [redacted]'s complaint to a manager at Direct Express. I have been informed that a new card has been expedited to her and that the fees were waived. Additionally, the $4.00 replacement fee [redacted] was charged was refunded to her.

Additionally, Direct Express management provided [redacted] with a contact number that she may use if she has further issues.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was told a card would be expedited and I would receive it in two days, so it would arrive by Friday. It is now Monday, and I have been trying to get a hold of the person I spoke with to see what the delay is, but my attempts have been unsuccessful, and my voicemails remain unanswered. Yes, they did waive a fee that I did not aware was charged and should not have been charged, because it is not my fault I have yet to receive a card. My card was canceled due to a charge I did not recognize on 1/13/14, and I have yet to receive a card. I have been charged several late fees on my bills because I have no access to my money. This company is suppose to take care of social security recipients and I cannot believe I am having to deal with this. This is my only source of income, and I have not had access to my funds that were deposited almost two weeks ago. Whenever I call the customer service they always have an excuse such as to give it a few more days, or there are delays due to weather, but I have been hearing these same excuses since the card was canceled. When I was told the card would be expedited I was also told I could not get a tracking number until the day the card was going to be delivered to my house, which makes no sense, because everyone knows, you are given a tracking number as soon as you ship a package. I am irritated and frustrated with this whole situation. There is no excuse for me to have to go through all of this. I have also had to cancel extremely important appointments for my disabled daughter because I do not have money for gas, because I do not have access to my funds. I can't imagine how many other people are facing the same issues I am, and my sympathy goes out to them. I am not happy with any results, because there have not been any.

After several hours trying to get through customer service, I was finally given the tracking information. According to the tracking information, the card was shipped out on Friday the 7th, which is the day I was told I would receive the card. Obviously I was not going to receive the card the same day the company decided to ship it out. I am glad the card should be in my hands today, but I am extremely disappointed in the amount of time it took to get to me.

Regards,

Business

Response:

Revdex.com,

I forwarded [redacted]'s concerns regarding the non-receipt of her card to management at Direct Express. I have been informed that [redacted]'s card was ordered on 02/05/2014 and mailed on 02/07/2014. I was able to confirm that [redacted] received the card on 02/10/2014. Additionally she registered and "pinned" the card on 02/10/2014.

Please encourage [redacted] to contact me directly if she has further concerns or questions. Additionally, please express my apology to [redacted] for the frustration she experienced and assure her that Direct Express management is reviewing the process for expediting the delivery of cards.

Sincerly,

Comerica Incorporated

Review: Okay I am on Social Security and I had a card with Direct express. I found out there was 432.00 missing from my Credit card. I called the bank went over all the charges that was mine and explained the other charges was mot mine. The refuse to credit my money back, even thou I sent in documentation form [redacted] and [redacted]. I am asking for your help to see if I get the money back. I talked to Social Security and they said they have had several complaints on them.Direct express said they could not help me because my daughter used my card, but I gave her permission to use it. But like I said I had document showing what was not mine or my daughters. [redacted], and [redacted] all said the charges was not mine. Hope you can help me.Desired Settlement: I want the full 432.00 please.

Business

Response:

Revdex.com,

We have requested the documents related to this matter. We should receive them shortly and will respond to this complaint.

Thank you.

Comerica Incorporated, [redacted], Corporate Quality Process Department

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I am sending documents showing you with check marks that are not my. I talked wit [redacted] and they confirm only 1 charge was mine I sent a case number to Direct Express from [redacted] also

confirm the Charges wasn't mine came from another account. And I never have had an account with [redacted] except my email. Now I'm disabled and ever penny I need for support of my illness, and rent. Direct Express told me they never followed up with none of the merchants, I even had a case number from [redacted] to prove those charges were not mine. There are more pages that need to be sent bout it doesn't allow me.

Regards,

Review: My credit card number was stolen and used at a speedway 2 hrs away from where I live. I discovered this by trying to use my card to make a grocery purchase. This all occurred in August. I called the credit card company and they sent me forms and I mailed them back the next day after I received them. I called a week later to see if they have received them then they said no. I then sent a letter to them. I then called and checked on it again. 7 times later and 2 faxes they hadn't got them. I have been hung up and and treated like a thief when my card number is the one that was stolen. They now tell me they need more information which I have provided to them on several accounts including the police report number.Desired Settlement: I just want the $176.77 returned to me do to the fact that I have provided everything they have needed and then some. I would also like for them to treat people with a little bit of respect.

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 Direct Express management to review and respond to Ms. [redacted].I spoke with Ms. [redacted] and encouraged her to contact me directly if she has any questions.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: July 11th of 2014 I went to the store to get some food and my card was rejoiced and I knew I had money anyway I came home and called Direct Express to find out what happen to my money and come to find out someone hacked my account and took all my money.I have sent them tow forms on this matter and they keep saying they haven't gotten them.I call them today 9-17-2014 to see what was going on with this matter and has usual they say that have not got my paper work and will send me another one to fill out and send back to them.I have been getting nothing but the run around from these people.I really need your help in this matter.Thank You So Very Much.Desired Settlement: I wont my money back that was took from me.And for this Business to step up and take care of this matter and I would also like this to be reported on this Business.

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 the complaint to management at Direct Express to investigate and contact [redacted].

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

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Consumer

Response:

On 9/27/2014 I [redacted] got an email response to my complaint and it said I would be hearing from someone on it they also wanted me to call the [redacted] personally and I tried but they wouldn't give me a number wonted me to write to her.I have sent tow forms to them and they have said they have not gotten either one of them but yet they wont me to keep sending forms and letter only for them to tell me they didn't get it.this is so messed up!All I wont is for them to get my money back that someone took from me.They told me both sites were fake sites but yet they don't wont to help me in getting my money back that this person took from me.

Business

Response:

Revdex.com,

I have been informed by Direct Express management that [redacted] opened a dispute on 07/09/14 for unauthorized mail order/telephone order transactions totaling $45.40 that occurred on 07/05/2014.

Direct Express informed me that on 8/22/14 the claim was denied since additional information is needed to further investigate the claim.

Please encourage [redacted] to contact me and I will assist her in working with Direct Express with the documentation needed to continue the investigation.

Sincerely,

Comerica Incorporated

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] It is [redacted].I have never knew a legitimate business that didn't have a fax number or a number to reach the [redacted] that keep saying for me to contact her but yet when I call the toll free number all I get is I will have to write her a letter.Every letter or from I have sent them they keep saying they have not got it.HOW many more letter or froms do I have to seen befor someone helps me get my money back that was took from me!!!!!!!I will find the right person in the government system to report all this to!

Business

Response:

Revdex.com,

I have been notified by Direct Express that they spoke with [redacted] on October 21, 2014. She advised them that there are

several additional transactions she would like to dispute that were unauthorized. A dispute was opened and [redacted] stated she will email the

Customer Advocacy Group (CAG) her dispute paperwork. They are currently waiting for the email from [redacted].

Sincerely,

Comerica Incorporated

Review: On September 5,2013 I filed a fraud report only to get the run around for about two months before someone would get the forms sent to the right address.. 3,074 was stolen out of my account ...Miss used funds by someone who was supposed to pay my bills .They denied my claim yet Will not send me any forms saying I can talk to anyone in the fraud department. After fussing getting myself all upset I filed the police report without the information from the bank still ..I have yet to here froe Direct Express ony to get another form to file a claim again I have gotten this form four times everytjme I talk to them yet they tell me my claim has been denied with proof.The only thing I had to show proof to the officer was my bank statement.This was my disability checr that was stolen.It is like Direct Express take advantage of us because we are disabled.They get really nasty with you ad get away with it.social security keeps directing me back to them to get no results.I ha e contacted Comerica bank as well and they tells me they only prone the cards.I am a single mother .My next option is Date Line to contact this company.Desired Settlement: My money issued back to me because I have to pay this money back .I sent proof that there was no way this money was spent right and it was used for personal use.And filed a police report what more can I do I am reaching out for help .these people need to be shut down.No concerns of the people and they prey on SSI andSSA victims..

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]. This complaint appears to be a duplicate of complaint #[redacted].

[redacted]' concern involves a dispute she has filed with Direct Express for $3,074.00. I have escalated her complaint to Direct Express management for review. [redacted] will receive notification once the review is completed.

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: On May 3rd of 2013 I called in to the Customer Service Department to report my credit card stolen and to request that a fraud/ dispute be started because my credit/debit card funds had been depleted. These funds were my monthly government funds as I am on a fixed income . I informed the rep. at that time that the person that stole my credit card had been an aquaintance, and was unaware that this person had knowledge of my pin number and had made several ATM withdrawals and purchases in a matter of 1 hour. I was advised that I would receive the provisional credit as I had responded so promptly to make my report. I followed all the steps and even forwarded them a copy of the receipts of the last two withdrawals that I made and an expedited copy of the police report filed and offered to assist them with the prosecution of this person. I was patiently waiting to receive my credit on my card so I had the rep. to expedite me a replacement card at my expense which further depleted my account to an overdrawn status. To my amazement I received on 5/19/2013 a denial of my claim and a refusal to refund the credit to my card. I am very upset with this decision and as a result of this decision I am now faced with a notice to vacate my residence and disconnection of my electric services as well as the inability to purchase my monthly medications and food. I am discouraged with this outcome and pray that by some oversight I can somehow be given what I am rightfully entitled. I would also like to advise the CSR Department of the very rude and disrespectful and unsympathetic behavior of Level 2 CSR Samantha that I spoke with as I tearfully tried to understand why I was denied the credit.Desired Settlement: I desire that the credit I am entitled to be refunded to my credit card and the Level 2 CSR [redacted] be informed on the etiquette and the policies and procedures on how to interact with customers that are trying to be litened to with the patience and understanding they deserve.

Business

Response:

Revdex.com,

We are reviewing this matter and will respond shortly.

Thank you.

Comerica Incorporated, [redacted], Corporate Quality Process Department

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their response to investigate my complaint is satisfactory although time is of the utmost importance to me at his late date. There needs to be swift action to address my concerns. I sincerely appreciate all you have done to resolve my complaint/issue.

Regards,

Review: I filed a transaction dispute with us direct express on Jan 3,2014. I discovered my wallet and iPhone were stolen from my motel room and that my account had been drained.the only way anyone would have access to my pin was by an app I had on my iPhone for a password/pin organizer. I was told I had to wait for paperwork from them to send in but it had to in back within 10 business days to receive a provisional credit. I waited 7 days still no paperwork.I then called back told them I hadn't received it and was told I could send in a written statement. I did this and it was received o. Jan13. I also received their paperwork and overnighted that since I did not receive that until the 13 as well. I have still not received credit to my account in the amount of 760.00 the amount that was stolen. I'd I do not receive the credit of these unauthorized withdrawals I will be homeless as I am staying in a motel and pay weekly. I have had no food and have not been able to put gas in my car. I was loaned money for my rent but have no way to pay nextweek.Desired Settlement: Please refund the unauthorized transactions in the amount of 760.00.asap. I did all I was supposed to do and need those funds to survive.

Business

Response:

Revdex.com,

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

On January 3, 2014, Ms. [redacted] opened a dispute for mutlitple unauthorized ATM withdrawals totalling $766 that occurred on January 3, 2014. The claim was denied on January 17, 2014. Direct Express has indicated that they found a conflict in the information provided by Ms. [redacted] and the results of their investigation. Direct Express can not confirm that fraud occurred. A letter was sent to Ms. [redacted] on January 17, 2014 notifying her of the denial. Additionally, Direct Express has suggested that if Ms. [redacted] would like to continue the pursuit of this claim they recommend she report the incident to local law enforcement or resolve by contacting the merchant directly.

Ms. [redacted] may contact Direct Express at [redacted] if she has any questions concerning the outcome of the investigation.

Sincerely,

Review: Direct randomly called me asking for information and I did not have it right away so they deactived my card. Then told me to get it reactivated I have to pay $13.00 for a new card and wait for 5 to 10 business days I never heard of anything like this and am telling people who receive benefits to not get direct express I have talked to my lawyer and further action is going to take place because that were my 8month old premature baby benefits go and since they deactivated her card I could not get her medicine, diapers, or be able to take her to her doctor appointment. I really don't understand how they can report your card lost or stolen and its not.Desired Settlement: This is so wrong and I should not be charged a $13.00 fee when my card is sitting in my wallet and not be able to buy the this my child need especially around christmas. My lawyer I have spoken to told me this against the law n they should not do that to people government benefit money.

Business

Response:

Revdex.com,

I am in receipt of the complaint that was submitted to your agency by [redacted]. Mr. [redacted]'s concern involves a $13 fee he was assessed to Direct Express card. I have been informed by Direct Express management that his card was reimbursed for the fee.

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

Sincerely,

Review: I am so upset to begin with I am a disabled senior citizen who depend on Social Security allotment to buy medication to help sustain my life. I have Cardio Artery Disease. and recently had 5 bypasses. I multiple illnesses to try to control with medication. Some unknowningly to me was able to capture my debit card information and went online to [redacted] and purchased a laptop. I called in to try to get assistance with this from where my Social Security payment is issued monthly which is Direct Express. The first day I was made aware of this was Wed. 9/**/2013 apx. [redacted]. I can them and asked for my transaction and was told a $501.80 purchase was made. I was shocked because I have never shopped at [redacted], so I told the representative it was fraud. She was rude and unhelpful and told me there was absolutely nothing I could do until 5 days, she did not offer to hot-card or cancel my card, she simply made that statement very loudly and rudely and hung up the phone. My wife was with me so she proceeded to take the phone and call back, I gave them permission to speak with her, after which, she talked to another customer service representative who advised her to contact [redacted] and try to find out what the purchase was. She later transferred us to Level 2 Fraud Division. We were given specific instructions on the procedure and this person cancelled the card and told me another card would be issued. She too advised me to write a personal letter to Direct Express explaining in detail what we had discussed and call back 5 days after to get a status. I contacted [redacted] after attesting to them that I was unaware of this fraud, they e-mailed to me the evidence of who did this, a phone number listed on the order and an IP address of the computer. I gave this information to Local Law Officials. Today, I simply called Direct Express back as they asked me to and again was handled like a piece of trash. I was hung up on by some-one by the name [redacted] (probably not her real name). I wasn't able to ask any questions, she told me I had only 2 minutes to talk to her and hung the phone up. This is aweful service I am already upset to begin with because my family has to help me financially until I get another check. And I do not know if I should continue to use this service. Please help meDesired Settlement: I simply wanted to know the status of this fraud case. I told the lady I had evidence from [redacted] of who did this and that I had a sheriff dept. report. She did not want to hear anything I had to say. Just stated I had to wait from 45 to 60 days to hear from them so that they would know I did not have any involvement. I am pretty sure if I was involved I would not have gone to such measures to prosecute my self. I simply do not know where to go from here and just need you to know that Direct Express has substandard employees and if they treat the severely needed this way, shame on them.

Business

Response:

Revdex.com,

I am in receipt of the complaint filed with your office by [redacted]. His concern involves a dispute with his Direct Express card. Mr. [redacted] filed a dispute on September **, 2013 for unautorized transactions totalling $501.80. Direct Express received his paperwork on September ** and October *, 2013. A letter was sent to Mr. [redacted] stating his card was credited for $501.80 on October *, 2013. If he has any questions about the claim he should contact Direct Express at [redacted].

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

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did receive credit back to my card. I did not receive any type of letter informing me of that. I simply checked my card balance as I am doing daily to find out the fradulent charge was re-deposited back to my account. My issue with Direct Debit Express is the rudeness of your customer service representative to vunerable individuals. I was talked very down to, as if I did not matter, when I was the victim of this crime. I was made feel as though I was the criminal, especially when I was told by the last CSR that I "only had 2 minutes to talk to her" after I had held on for more than 5 minutes. She immediatly hung up in my face, which was very upsetting. Not only that, she was the 2nd CSR to talk with me disrespectfully and hang up in my face.

I deserve a company apology and I expect a phone call to that affect.

Regards,

Business

Response:

Revdex.com,

I have left Mr. [redacted] a voice message concerning his customer service issues he experienced with Direct Express. Management have addressed his concerns and are working with the representatives he spoke with. I have been assured that a letter was sent to Mr. [redacted] stating his card was credied for $501.80 on October *, 2013.

Additionally, I have encouraged Mr. [redacted] to contact me directly if he should have further concerns.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: No one has yet apologized. I received the voice mail and the letter regarding a provisional credit. No apology issued for the way I was treated by customer service during this stressful ordeal

Regards,

Review: ON MAY 31 2013 I WENT TO THE ATM MACHINE TO GET OUT $160.00 AND THE ATM MACHINE DID NOT DISPENSE THE FUNDS SO I CALL DIRECT EXPRESS TO DO DISPUTE SO I COULD GET MY NMONEY BACK ON MY CARD AND I STILL HAVE NOT GOTTEN MY MONEY BACK ON MY CARD YET.Desired Settlement: I WOULD LIKE FOR THEM TO BE FAITHFUL AND DO THE TRUTHFUL THING IS TO REFUND MY CARD BACK ON MY MONEY

Business

Response:

Revdex.com,

Ms. [redacted] complaint is still under review. We will be respond shortly.

Thank you,

[redacted]

Review: My father is on hospice and is on a ventilator I have guardianship and also am a representative payee for him with my own card the issue is someone has his card and has been using it since may of which I have contacted police and they want statements so that they can track where card was used and get video to be able to prosecute these people they said they were sending them and once I received all the statements are blank so I called again now they are saying they cannot issue them unless they speak with my father who is dying and has a tube permanently is his throat and cannot speak and isn't even alert enough to know what is going on.Desired Settlement: Just would like to receive the statements so that we can get these people who abused him neglected him and spent his money!!!!!!!!!!

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Tosha Sue [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. Ms. [redacted] will be contacted when the investigation is complete.

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

Sincerely,

Comerica Incorporated

Review: I have a US Direct Express Debit Card with the Comerica Bank which is where my Social Security checks are direct-deposited. Said Debit Card was canceled without my knowledge or authorization. I was unable to use it while doing grocery shopping. I bet that everyone in line was thinking that I don't pay my bills when the cashier announced, "Denied". Very embarrassing. Now I am unable to buy groceries, medications, pay my rent or bills including one upcoming medical bill or make ATM withdrawals with this card. I am at a risk of being evicted for non-payment of rent, and my credit report will suffer. I have NOT requested or otherwise authorized the card cancellation. My card is and was always in a good standing, with expiration date in the next year.I want my old card reinstated OR else I need an access to my funds without having to wait 10 days or whatever it takes to have my new card mailed to me. I rely on this card to pay my bills, groceries, medications, and rent. I am going to have a medical bill to be paid this coming Monday, October 6 (at the time of my appointment), and I relied on paying it by my debit card. I also want to be able to make withdrawals. I need access to my funds NOW.Desired Settlement: I want my old card reinstated OR else I need an access to my funds without having to wait 10 days or whatever it takes to have my new card mailed to me. I rely on this card to pay my bills, groceries, medications, and rent. I am going to have a medical bill to be paid this coming Monday, October 6 (at the time of my appointment), and I relied on paying it by my debit card. I also want to be able to make withdrawals. I want having access to my funds NOW.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by Anna [redacted]. Ms. [redacted] is concerned about her Direct Express card. I escalated her complaint to management at Direct Express. I have been informed of the following:

On 09/02/14: Research shows a point-of-sale restriction was placed on Ms. [redacted]’s card on 09/02/14 due to a card compromise.

On 09/19/14: Ms. [redacted]'s card was closed due to the compromise.

On 09/29/14: A replacement card was reissued and mailed to Ms. [redacted]..

On 10/01/14: Ms. [redacted] called to inquire about her card not working. She was advised that in an effort to safeguard her funds the card was closed due to a card compromise. Direct Express advised Ms. [redacted] that a replacement was issued and mailed on 09/29/2014 and it may take between 5 – 10 days for her to receive the replacement card.

On 10/06/14: Direct Express called and spoke with Ms. [redacted]; she advised them that the address the replacement card was mailed to on 09/29/14 is

her old address. Direct Express had not received notification from Ms. [redacted] that her address needed to be updated. Ms. [redacted]'s address was updated and expedited a replacement card to her (waiving all fees). Ms. [redacted] was also provided a manager's telephone number if she needs further assistance.

Please express my apology to Ms. [redacted] for the inconvenience she experienced and encourage her to contact me if she has any questions.

Sincerely,

Comerica Incorporated

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

Consumer

Response:

I want to stress out that the business's response to my complaint is incorrect. I am keeping track of the transactions on Microsoft Excel so I know for a fact the exact dates that I've been using it. During the month of September 2014, my Debit Card was used a total of 15 (fifteen) times, namely September 2, 6, 11, 12, 17, 19, 20, 23, 26 without any problems. As you can see, I did use it on the 26th of September, therefore the point-of-sale restriction was NOT placed on the card on September 2 as is alleged in the response message. Furthermore, said card was NOT closed on the 19th of September. I was still happily using my Debit Card up until September 29, 2014 when I discovered that it was closed, while doing grocery shopping. I did call the bank in the same day, 9/29. I might have called them again on the 1st of October, however if I did, this was a repeat call to find out what's going on. My first call was on the same day when I discovered the card closed, September 29, 2014.

Moreover, I have no access to my contact information on the Direct Express website, other than user name and the password, therefore had no way of checking what address they have on file. I have no access to any monthly statements either.

I will accept the apology. I will be using this card for a while to use up the balance left on it, however have requested to discontinue the Direct Deposit. I hope that my Debit Card won't get closed again while I'm using it. If this however takes place again, I guess I will have no other choice as to visit the Revdex.com site again.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I was a victim of theft and fraud. My daughter collects survivor's benefits from when her father passed away in January 2013. My card was damaged in June of this year and I called and ordered a replacement card. That was on June 19th. The rep told me that it would take 5-10 business days for the card to come. Which would have landed about July 3rd. On July the 2nd I called to see the status of my card and I was not able to get into my account. My assumption was since I didn't have the new card that I had to wait till it came and I activated to get into the system. The weekend of the July 5th me and ,y family went to visit my brother in [redacted], **. When I returned on the 6th I called again and I had to dial the wrong number just to get through to an agent and I finally got through. I told her that I had not received my card. She said that she would cancel the card and send me another one. This time I opted to get the replacement card expedited because I now needed the money for my daughters needs immediately. I received my card on July 8 and when I called to activated the card the system only asked me to enter the card number, my zip code and to establish a new pin number. When I did those steps I checked the balance and it was only $23. I was transferred to customer service and they told me there were to withdraws done on the 3rd. one for $400 and and another for $300. I was shocked. I knew at that point that my card was compromised. They transferred me to the fraud department so that I could file a complaint. I spoke with someone and gave them all the info I had. They then were going to send me additional paperwork so that I could send it back and possibly get a provisional credit. I overnight-ed the paperwork to them and they finally received them on the 21st. The next day I received a call from a rep in the investigations department and they asked me a series of questions including giving me a name and asking me did I recognize 2 numbers. They also asked me about who had access to my mail and I told them that me and my mother stayed together and that our mailbox is detached from the house. I called the next day to see if I qualified for the credit and they already closed my case! Stating that the information was conflicting and there was no fraud that occurred?! I was livid. And of course the people were very short and quickly got off the phone without any further assistance. They basically told me that even though I filed a police report and file a report with the US postmaster that my claim was not valid. They also questioned why I went and visited my brother, and why didn't I file a claim when I could get through on July 2. They also questioned why I made a similar transaction in April and that was because I had to pay my rent! They assured me that they would obtain video from the ATM's that the money was taken from and that they would do an investigation and none of these things happened. They are basically accusing me of taking my own moneyDesired Settlement: All I want is the $703 dollars that was taken from me credited back to my account and a real investigation done by this company so that these people who did this get taken care of.

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted]'s concern involves a dispute she filed on her Direct Express Card. I have escalated Ms. [redacted]'s complaint to Direct Express management for review.

Ms. [redacted] will be notified of the outcome of the investigation by letter. Please encourage Ms. [redacted] to contact me directly if she has any questions.

Sincerely,

Vice President

Comerica Incorporated

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 at this time. If my complaint is not solved I will reopen my dispute.

Regards,

Review: on 12/6/2013 I recieved a call from somebody saying they were from direct express and they needed to verify my account and 340 dollars were taken off my card,I called direct express to verify that it was them and they told me they would stop the transaction and it would take 5 days to refund my money,but they let the transaction go through,now I am on disability and direct express know I dont do or buy anything with the little money I get every month and direct express said they contacted the merchant and the merchant said I authoized the transaction,but direct express lied because the number they gave me for the merchant was a non working number and ive been calling this number every day,now direct express will not say who they contacted about this matter all they say is that they cant refund my money and I thought we were to be protected but direct express knew about this transaction when it started and if they contacted the merchant why didnt they say I didnt authorize this transaction?and why didnt they say refund the money cause the consumer filed a complaint?and direct express are rude when you try to explain,like I said,I am getting disability and every dime counts for me to live so now im behind even more with my bills,I get 700 dollars a month and only a fool will spend 340 dollars of that on something that to this day I still dont know what direct express say what was bought,direct express will lie to keep from returning my money,and I believe someone who works for direct express is stealing money from their customers and I think they realize it.Desired Settlement: 340 dollars is all that I require,I got the card from the ssi administration and direct express should not be a part of this company if they cant protect their customers from fraud

Business

Response:

Revdex.com,

I am in receipt of the complaint submitted to your agency by [redacted]. Mr. [redacted] concern involves a Direct Express dispute he filed for unauthorized transactions. Mr. [redacted] opened a dispute on December 6, 2013 for two transactions totaling $360.69. On December 20, 2013 Direct Express received the dispute paperwork.

Mr. [redacted] claim was denied on December 20, 2013. The Direct Express investigator has indicated that Mr. [redacted] entered into an agreement with the merchant and the transactions were processed in accordance with that agreement. Direct Express has suggested the Mr. [redacted] contact the merchant directly to resolve the issue.

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

Sincerely,

Vice President

Consumer

Response:

Review: [redacted]

I am rejecting this response because:if I told direct express I didnt place any such order,why would they allow my debit card to be stolen? I informed direct express on the same day someone from direct express called me to verify my information and when I noticed my balance had decreased I called back to direct express and told them I didnt authorize any transaction and cancel my card,but direct express has employees that may be responsible for these charges,why else would they let a transaction go through when I informed them the same day it happened? direct express told me they would freeze the account so the money wouldnt be taken,so after all that has been done,why would I still dispute a transaction,and remember,I called the same day I noticed my balance,direct express I feel is part of this scam,why else would they have so many complaints,and I will file a lawsuit if my money isnt returned and I have the phone called recorded of what direct express told me about my refund on the same day it happened,and they still dont provide the contact information of this so called merchant who said I authorized any transaction,again I believe direct express is behind all these debit card scams,its crazy they dont protect the consumer and they protect the ones who commit fraud

Regards,

Review: On December 28,2014, I discovered that there three fraudulent purchases made on my US Direct Express [redacted]. I called and spoke to customer service and reported the fraud and they sent me some forms to fill out. I filled out a police report; filled out the forms; and, mailed them back to Direct Express, Fraud Department. I got a new card. On February 11, 2015, I got a letter stating that my debit card was credit for $129.98, with is the total amount of money taken from my account. When I checked my card balance, there was no credit posted. I called customer service and was told that credit was taken back the same day of the deposit. They told me that the merchants claim that I made the purchases. I wrote the fraud department appealing their decision. Then on March 39, 2015, I received a letter stating that $129.98 was issued on 02/11/15 and would remain as a permanent credit on my card and for me to considered my case closed. Since then I have called several times and no one can find the credit. I do not have access to the credit. I wrote again on 04/09/2015 asking for the money stolen from me. I have not gotten a response and most times I am disconnected before customer service complete the search for when the credit is that suppose to be permanent on my card.Desired Settlement: US Direct Express guarantee that my money is federally and [redacted] protected from fraud like this. I want a refund credit of $129.98 that I can use. I am on a fixed income of $737 per month and cannot just give my money away.

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 Direct Express management for investigation. I have been informed that that the Direct Express customer advocacy group reviewed Ms. [redacted]'s dispute and credited the account for $79.98. Ms. [redacted] was informed of the credit on 04/29/15.Please encourage Ms. [redacted] to contact me if she has any questions or needs further assistance.Sincerely,[redacted]Comerica Incorporated[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Consumer

Response:

I reject their saying that all my money was refunded for use. I specifically received a release to a $79.98 useable credit, which I used. However, the $50.00 stolen from me was not release as a useable credit. Therefore, I would only consider my case closed when I am made whole of the total $129.98 has been retuned, not just $79.98. Just as customer service had been telling me that $79.98 was available on 02/11/15 and it was not until 04/29/15 that it was really released, they are also telling me that the $50.00 was available on 02/11/15 and it was not and still has not be given to me as a credit adjustment. Therefore, I am still seeking my loss $50.00.

Business

Response:

Revdex.com,Below is a summary of Ms.[redacted]'s Direct Express dispute processing:12/29/14: Dispute SR#[redacted] was opened for three alleged unauthorized POS transactions totaling $129.98 ($39.99 x 2, $50.00) that occurred on 12/29/14. 01/30/15: Direct Express received dispute paperwork.02/11/15: A charge back was processed and provisional credit was issued to the Ms. [redacted]'s account in the amount of $129.98. Three credits were applied to Ms. [redacted]'s card: $50, $39.99, and $39.99.02/17/15: A partial reversal debit was processed by merchant ( DRI*DRI *ARENANET) in the amount of $79.98. Two debits were processed to the card for $39.99 each. Please note that the $50 WAS NOT debited from the card. 02/20/15: A letter advising was sent to Ms. [redacted] notifying her that the Merchant processed a partial representment. 03/29/15: A final credit letter was sent to Ms. [redacted] for the three charges totaling $129.98. (Note: The final credit letter should have stated the provisional credit in the amount of $50.00 was made final not the three charges totaling $129.98. This was an isolated clerical issue). 04/29/15: A credit was issued to Ms. [redacted]’s account in the amount of $79.98 as the final credit letter received on 03/29/2015 stated all of the credits were made final. Direct Express contact Ms. [redacted] and advised the $79.98 credit was issued to her account and also submitted a request for the February and April statements to be mailed to her home. Ms. [redacted] stated she no longer requires assistance with this matter. In summary, Ms. [redacted]'s dispute for $129.99 has been credited to her card. $50 on 2.11.15 and $79.99 on 4.29.15.Please encourage Ms. [redacted] to contact me directly if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporated[redacted]

Review: Direct Express is a card Social Security use when clients don't have an account to deposit their Disability Benefits. This is the last day of February and I have not received my benefits and neither party is during anything to get me my money. One is blaming the other for late payment. Direct Express said I would have to pay an express carrier to deliver another card within two days or I have to wait for the first card. I have legal and personal matters that should have been taken care of on the 25 of Feb. I shouldn't have to pay for their mistake. They say I have to wait until 10 days is up, which will be in March.Desired Settlement: Given my am-guise and depress state and the problems I am going to encounter waiting for my February check, I feel that this company should compensate me for my inconvenience. All they had to do is western Union me my money being the card was going to be past my pay period which was Feb. 25, 2015.

Business

Response:

Revdex.com,I am in receipt of the complaint submitted to your agency by [redacted]. Ms. [redacted] is concerned about accessing her benefits on her Direct Express card. I have escalated her complaint to management at Direct Express to review and contact Ms. [redacted] to address her issues.I have been informed by Direct Express that a card was expedited to Ms. [redacted] and the fee was waived. Additionally, it was confirmed that Ms. [redacted] has access to her funds and is actively using the card.Please encourage Ms. [redacted] to contact me if she has any questions or concerns.Sincerely,[redacted]Comerica Incorporated313[redacted]